Three Bird Nest Designs

Initial Business Response /* (1000, 7, 2015/05/20) */
Refund was issued. We refused the customer for all of the items that were returned. Please see screen shot. This was done immediately after we received the items. Thanks!
Initial Consumer Rebuttal /* (2000, 9, 2015/05/22) */
(The consumer...

indicated he/she ACCEPTED the response from the business.)
I received a partial refund after many, many requests, complaints and emails. I will no longer do business with this company. They handled this horribly.

We are so sorry, our vendor was supposed to get this item to you and clearly failed to. We do show all of your other items as delivered and we hope you loved them. We have refunded you in full for the unshipped necklace less the discount and apologize once again on behalf of our vendor. If you have...

any other questions please do not hesitate to contact our customer care team.

Initial Business Response /* (1000, 7, 2015/08/07) */
This customer has been in consistent communication with our customer care team.
During the time that she ordered we had a third party warehouse in place. Unfortunately, due to many fulfillment issues we had to bring those services back in...

house.
We are incredibly sorry that the customer experienced those issues and per her request we have put replacement order XXXXX. The customer has confirmed that her situation has been remedied.
Initial Consumer Rebuttal /* (2000, 9, 2015/08/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company made no further communication with me since reporting the incident.
The company decide to not refund my money but to send the item.

Initial Business Response /* (1000, 15, 2015/06/30) */
The customer contacted our service team and notified them that she was in receipt of an incorrect item. It was explained at that time we would issue a return label, have her ship the item back at our costs and we would send her a the correct...

item.
The customer received a return label from our third party shipping center to return the incorrect items. Upon receipt the customer was shipped the correct items. The customer has not corresponded since as we have resolved her concerns.
Initial Consumer Rebuttal /* (3000, 17, 2015/07/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I contacted the service team 6 times over a period of 35 days. The following is the email thread:
Hi:
I received this order and my invoice size charcoal maxi skirt small but I got a large.
Please tell me how best to rectify - this is a little frustrating.
Thank you,
Customer Advocacy
May 11
to me
Hi [redacted],
I am so very sorry this happened! I just requested a prepaid return label so we can get this corrected for you.
Thank you for your business. We look forward to assisting you in the future and supplying you with a globally sourced & handcrafted unique shopping experience each time you visit ThreeBirdNest.com
Sincerely,
Your Team at Three Bird Nest
shop
www.threebirdnest.com
connect
www.facebook.com/threebirdnest
www.pinterest.com/threebirdnest
instagram @threebirdnest
twitter @threebirdnest
[redacted]
May 21
to Customer
I still have not received a pre-paid label
Can you please confirm that a size small is being held for me?
This seems like a very long drawn out process.
Thank you,
[redacted]
Customer Advocacy
May 22
to me
Hi [redacted],
I will follow up on your return label this morning!
[redacted]
May 26
to Customer
Three Bird Nest Team:
It has been a month since I ordered a size small skirt.
I received a large.
I was told I would receive a shipping label so that I could return the large skirt and get the small I ordered.
I still do not have that label.
This is frustrating to say the least. I have long been a supporter of your business and have loved supporting it, but this has gone on too long. I would like a confirmation that there is a size small skirt being held for me. I would like confirmation that there is a shipping label for me (this should just need to be emailed, I can print and ship this skirt back easily).
I would also like to know that, given the length of time that this has gone on, that you are giving this matter priority.
This shouldn't have happened in the first place, but obviously mistakes occur, its how you rectify the mistakes that says a lot about your business.
I have seen complaints about how you handle returns and mistakes on Facebook and Instagram - I always brushed them off as being exaggerated or not understanding (as many occurred around the holiday season), but I am starting to wonder if there is more merit behind those complaints then I thought.
This experience has been less then satisfying and I do not want to voice my opinions on social [redacted] platforms - but I am also not afraid to do so if this doesn't get fixed promptly.
Thank you for your attention to this matter.
Sincerely,
[redacted]
May 28
to Customer
It has been 2 days since my last inquiry, and 6 since someone last told me they were checking on the status of a so called "retrun label".
This is absolutely unacceptable. I have read the Revdex.com complaints and I am not alone.
This needs to be taken care of immediately. Please respond as soon as possible.
Thank you,
[redacted]
Jun 1
to Customer
Another week has gone by and I have not received any sort of response. I have filed a complaint with the Revdex.com and I am disputing the charge with my credit card company.
Customer Advocacy
Jun 1
to me
Hi [redacted],
I greatly apologize for your troubles and I understand your anger and urgency and I hope to be of assistance! First, did you end up shipping the shirt back? Did you not get a return label? There is a couple things I can do, exchange shirt out or give a email generated gift card for the total of you shirt! :)
[redacted]
Jun 1
to Customer
I never received a return label and will not pay additional money to get you this skirt back
I filed a claim with my credit card company and they have refunded me the money
I will not be doing business with you again.
__________________________________________________
After I received no response for such a long period of time I filed claim with my credit card company who issued me a refund - Three Bird Nest never sent me a return label and did not issue the refund themselves. So while I am satisfied with the outcome of this ordeal, it is because of my credit card company, and despite Three Bird Nest.
All I can say is buyer beware.

Complaint: [redacted]I am rejecting this response because:
I have not received any emails regarding this matter from them in my inbox or in my spam folder. I do however continue to receive their ongoing promotional emails. I have searched high and low and do not see any type of store credit or response to my order inquiry. 
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/05/29) */
This customer was notified that her order was impacted by our warehouse transition as we discovered we did not have enough inventory to fill her order. At that time our Customer Care Team offered to overnight her the exact same necklace in...

another color with the shipping at our cost or we could refund her order. The customer refused a shipment and refund at that time and stated she would like to wait for the silver necklace to come in.
The customer emailed on 5/27 to check in and at that time we informed her that since her order was place through our Etsy portal and we have specialists that she should contact us through there to ensure she gets the best service possible. She became very irate and began demanding her order be free. We informed her it is shipping out to her today. The customer will receive tracking and her purchase.

Initial Business Response /* (1000, 5, 2015/06/17) */
We were in communication with this customer regrading our warehouse transition from a third party warehouse back into our facility. During this time the customer chose to wait for her merchandise and we flagged her order for shipment once we...

were operational.
We provided the customer with a tracking number so she could check progress. This is the number the customer is claiming is false. The tracking number is LJXXXXXXXXXUS.
The customer recently requested a refund of her order, however, our warehouse had already processed her shipment. We attempted to pull the package back but it was already in the hands of the carrier, USPS. The tracking number indicates it is on its way to customs.
The customer is welcome to return the product per our policies, however, there is no way possible for us to issue a refund on shipped merchandise.

Initial Business Response /* (1000, 7, 2015/07/09) */
We have been in contact with the customer since she reported the items as damaged and we do apologize for any trouble this may have caused!
We are able to do two things once items have shipped to the customer. We can replace the damaged items...

at no cost or we can issue a store credit for the value of the items when purchased. Per our policies, we do not refund once the items have shipped.
In addition to one damaged item, the customer shared one item (a dress) was one that didn't work for her as she did not like it. She was also demanding a refund for that item. At that time our customer care team informed her of our standard return policies.
So we are happy to assist the customer within the policies posted on our webpage.
Initial Consumer Rebuttal /* (3000, 9, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Wow this company really needs to be shut down because it is nothing but a SCAM!! What kind of a company would refuse to give a full REFUND for damaged goods!? This is the email I sent to them on June 8th after receiving the missing 2 items:
So I just received my items (almost a month a later?) and unfortunately I am going to have to return them. The olive dress is completely see through and has a small rip in one of the seams and I don't know if you guys spray your items with something but the shirt smells like it has perfume on it? The dress doesn't smell that way (was wrapped in tissue paper) plus there is a small stain looks like oil or some kind of grease on the shirt so I don't know if this was previously returned by someone else but my guess is that it was previously worn. I would really like to keep the shirt but I can't justify paying the price I did for a stained shirt :(. I can send pictures of the damages on the items if you would like. I understand that your return policy is in store credit but I would like a full refund for these items seeing as they were shipped out so late and due to the fact they are both damaged.
Not once did I ever state "I did not like the dress" as they claim. And according to their "policies" it does not state damaged goods aren't refundable. Their response is nothing but a complete lie especially considering the fact that they gave me my money back on June 23 as per the following email sent from them:
Dear,
Three Bird Nest has refunded your order (#XXXXX) a total of $132.99 USD.
The refund will go back to the method that was used to purchase. Please allow up to 3-5 business days for your bank to accept the credit into your account.
The credit did go through on my credit card but well before July 9th (when they responded to this) so I'm not sure why they are claiming to be "happy to assist the customer within the policies posted on our webpage". What I am 100% sure of is what they can do with their policies, but I will refrain myself from going into details because its not very nice! I've learnt my lesson and I will NEVER do business with these people again. I am soooo glad this nightmare is over with!

Initial Business Response /* (1000, 7, 2015/07/14) */
Our team has been in consistent communication with the customer, working with her to resolve her concerns.
We had a third party fulfillment center that caused some inventory issues. We have since pulled that function back in house and have...

resumed shipping ourselves.
The customer has advised that she will accept a store credit and that is being issued to her so she can purchase other items at the time she desires.
Initial Consumer Rebuttal /* (3000, 9, 2015/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been in constant contact with the sellers - and they certainly have said they would give me a store credit, however I have been told twice now that their store credit system is "down" and have been asked repeatedly if I would like to purchase something of the same value right now. I do not want to purchase something right now, and due to the credit system being "down" I've asked for a refund with no response. I was told the navy maxi dress I ordered would be shipped to me right away and I could get a store credit for the shirt I ordered as it was explained to me that the inventory was wrong and it was no longer available. I have not received the maxi dress or any form of a shipping notification for it, and therefore I do not believe I will be getting the dress or the shirt I paid for as this has been the case since I inquired about my order. I've constantly been told by numerous people within the company that my items would be shipped and I haven't heard anything back. I would like a refund as the store credit hasn't happened yet either, and this entire process has been way too convoluted when it would be great customer service to have issued a refund months ago.
Final Business Response /* (1000, 14, 2015/08/18) */
We have continued to work with the consumer regarding her concerns. At this time we have issued a store credit, per her request, so she can select new items from our shop. We are happy to have her continue to be our customer.
Final Consumer Response /* (3000, 16, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will accept a store in credit if and only when someone emails me confirming this store credit so I can see it, as I have not had any such communication stating my store credit is there or any email from this company since I filed this complaint.

Initial Business Response /* (1000, 7, 2015/04/23) */
This order was already refunded back to the customer's visa card ending 5670 on April 10, 2015. This case is already settled.
Thank you.

The item was a presale item so it took longer to process and ship which was in the order listing and in her email confirmation. Since customer was advised that she would be refunded to the method of payment that was originally charged on the the order that she wanted to cancel. Since the order was...

paid for via gift card the customer was credited back the maximum amount to her credit card and the remaining balance to the original gift card. She requested more be refunded to her card that was was paid but we are unable to do so. We apologize for the trouble and we do value her business and hope she does choose to order with us again in the future.

Initial Business Response /* (1000, 7, 2015/05/26) */
[redacted]- We have been consistently been communicating with the customer. Customer has been issued a store credit for the two items that were on backorder and did not ship with her first shipment. We have told her one of the items has come...

into inventory and if preferred we can ship it. We have also offered to refund her to a PayPal account as we can no longer issue credits against the original transaction. We are awaiting a response from the customer.
Initial Consumer Rebuttal /* (3000, 14, 2015/07/01) */
Three bird nest never refunded my partial shipping charges and the only reason I believe they finally offered a refund for the items they didn't send (after saying they gave me a credit to my account which I didn't have and never received) is because I contacted the Revdex.com. This was the WORST customer "service" I've ever experienced. They borderline stole my money for almost 3 months and lied to me about the items I was owed every step of the way (when they did respond, which was like pulling teeth).

Initial Business Response /* (1000, 7, 2015/08/18) */
We have been in consistent communication with this customer.
We had a third party warehouse during the time that she ordered and while we requested that they ship her order out they did not. We incredibly sorry occurred.
The customer's...

order was placed in February and she requested a refund several months later, after the ability to refund on her original transaction had expired.
Our accounting team is working on processing her credit offline by other means as we have full intentions of crediting the customer and the customer has confirmed this will resolve her case.
Initial Consumer Rebuttal /* (3000, 9, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have been giving me the runaround about the refund. I ordered in Feb and have been asking for a refund since April. I have several emails where they promise that my refund will be paid within 24 hours and have yet to come through. I will be willing to submit the emails to the Revdex.com as proof.
Final Consumer Response /* (3000, 13, 2015/10/07) */
Hello,

Has this issue with THREE BIRD NEST DESIGNS, LLC been resolved?
Consumer Response:
No it has not. They have just completely stopped responding to me. Never gave me a refund
Final Business Response /* (4000, 15, 2015/10/21) */
We have processed a credit to the customer's account. She has been sent a confirmation via email so this situation has been completely resolved.
We thank her for her patience during our warehouse transition from a third party.

Initial Business Response /* (1000, 5, 2015/05/11) */
The customer was correct about the label not showing any updated scans. USPS provides delivery confirmation numbers, not tracking numbers, so many times there won't be any scans until delivery.
Her items do show delivery confirmation at this...

time:
https://tools.usps.com/go/TrackConfirmAction.action?tLabels=LNXXXXXXXXXUS

The customer purchased our outfit of the week. We shipped her exactly what was pictured and described in the listing. We are so sorry to hear she was unhappy with the items, however, they are final sale so they are not returnable. We do indicate that in the listing along with sizing, descriptions of...

materials and color variations as we truly want our customers to be happy. We are so sorry we cannot accept a return for this case as we indicated to her in March when she contacted our team.

Initial Business Response /* (1000, 7, 2015/05/04) */
This customer informed us on 4/4/15 that she would no longer like to wait for her backordered items. At that time a full refund was issued. The customer then confirmed she was completely satisfied and has not reached out to our customer care...

team since that time.
Initial Consumer Rebuttal /* (2000, 9, 2015/05/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After three months the merchandise was sent, I wanted to wait to reply to Revdex.com until after I received the merchandise and made sure I was not billed a second time. I have received the merchandise and was not billed a second time. Thank you for your help!

Initial Business Response /* (1000, 5, 2015/08/18) */
We had a third party warehouse during the time that the customer ordered and while we requested that they ship her order out they did not. We have since moved our shipping into our own warehouse and are shipping orders the same day that they are...

placed.
The customer reported that some of her items were missing from an order. At that time she was offered to have the items shipped or a credit issued. She requested that they be shipped.
Per the consumer, we asked to have her items shipped. After that the customer changed her mind and requested a refund which our customer care team also put in for her. The customer's order could not be stopped from shipping (tracking number XXXXXXXXXXXXXXXXXXXXXX) and we had to cancel her refund.
At this time, the customer has all products that she had ordered from our shop so there is no refund that can be issued. This has been communicated to her and while she would have preferred the refund, she does understand why we are not able to issue it.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not request that the missing items be shipped. I have numerous emails where I have requested a refund and have been told by Sally and other employees that the refund was processing but I never received the refund. According to FTC guidelines I am due the refund because of the delay in shipping and the fact that I am not okay with the delay and I have requested a refund numerous times. I can provide the email documentation. The item was ordered in February and when I opened this complaint in July I still had not received the item. I want the refund as I have sent the late shipped item back. It was received six months after I ordered it. This is insanely late and goes against the FTC guidelines. I want a refund for the missing item and the amount for shipping of that item.
Final Business Response /* (4000, 15, 2015/09/26) */
The customer had initially requested that her items be shipped.
Upon availability of product in our new warehouse we sent the goods out to her. At the same time she requested a refund.
Our team explained that we cannot issue a refund or credit for those items shipped as they are in our intimate apparel category. That policy is still true today so we must stand firm on that, we cannot accept a return of those items.
Final Consumer Response /* (4200, 17, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never requested the item be shipped, especially six months late. I repeatedly requested a refund. [redacted] and other members of her team repeatedly lied to me informing me the refund was processing, but I never received the refund. I have emails that document the lies and excuses and my request for a refund.

Initial Business Response /* (1000, 5, 2015/10/26) */
During the time that the customer placed her orders with us we had a third party warehouse in place.
Due to the inaccuracy of their record keeping we contacted the customer to determine which items she was missing from her orders and to...

ensure she would accept a store credit.
The customer confirmed the products, we checked it against our records and have issued her store credit as she requested. The customer has said this will completely resolve her concerns.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I requested a full refund to my credit card. The company gave me a gift card to make purchases within their website. I do not want to purchase any items with this company due to the insufficient shipments and bad customer service experience. I do not trust that if I purchase items with this gift card I will receive them. I requested a full refund to my credit card. The company gave me a gift card to make purchases with in there website. I do not want to purchase any items with this company do to the insufficient shipments and bad customer service I experienced. I do not trust that if I purchased items with this gift card I will receive them.
Final Business Response /* (4000, 11, 2015/11/24) */
This customer was promised a store credit, which she had agreed to via phone.
During the phone conversations there were some discrepancies between the items she said she was missing and what our shipping records showed.
This resulted in a longer turn around time for the credit to be issued, however, it was issued on 10/26/15.
The customer has confirmed she is satisfied with this resolution and we're happy to continue to have her as our customer.
Final Consumer Response /* (4200, 13, 2015/11/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not trust this company to guarantee items will arrive to me. I do not want a store credit for this reason. I stated in email I wanted a full refund to my credit card. Months of waiting, and not receiving hundreds of dollars in items and poor customer service response time and information has frustrated me beyond expression. I do not want to be a customer of this company. I would like a refund to my credit card.

Initial Business Response /* (1000, 15, 2015/09/16) */
We had a third party warehouse during the time that the customer ordered and they shipped two items incorrectly.
We have since moved our shipping into our own warehouse and are shipping orders the same day that they are placed with 100%...

accuracy.
The customer was contacted via phone and we processed an exchange with a prepaid shipping label for this customer so she has the correct items. She has confirmed that she is completely satisfied.

Initial Business Response /* (1000, 5, 2015/08/28) */
The customer placed an order with us in May. At that time she reached out requesting a return on her items. The return was approved by our team and she was provided return instructions.
All approved returns must be sent back within four days....

The customer waited well beyond that time prior to making her return. Our warehouse had opened a new location and had moved. As a result her return was refused as it was then outside of policy.
Our team apologized and explained why we are not able to accept a return on her products.
Our complete policies are also posted online for customers to view anytime: http://www.threebirdnest.com/pages/returns