Three Bird Nest Designs

Initial Business Response /* (1000, 7, 2016/01/27) */
We do have some handmade items (others are locally and globally sourced), however the items this customer received were not, nor were they listed on our shop as handmade.
We work very hard to ensure each item is properly described and...

photographed.
The customer did request a return, however, it was over a month outside of our return policy (the order was placed in November and return requested in January). We cannot in good conscience accept the goods back and return them to our sellable inventory. We only ship new goods from our facility that have been properly stored and cared for. We also turnover inventory quickly to always provide new styles to our customers.
We are sorry that she did not have a good experience but we are always willing to assist within our policies. Had we been contacted via phone or email sooner we certainly would have accepted her return and guided her through the process.

We are so sorry to hear that the customer was not happy with her purchase. We do accept returns within 14 days of purchase. All returns are initiated by the customer directly on our website and she can print a return label to ship it back to us. We do not offer refunds so it would be a for a store...

credit only, but once again, we are happy to help her send them back.

Initial Business Response /* (1000, 5, 2015/06/17) */
This customer has received her complete order less one item that has been out of stock. This was communicated to the customer as soon as our customer care team was aware that inventory was not available to fulfill her order.
Per a phone...

discussion with the Customer Care Manager, the customer choose to keep the order in place for the item with the understanding we would ship it as soon as we have it. That shipment is projected to be this week and we have continued communication with her.
If we cannot fulfill the order we will honor the request for the refund, however, the customer has stated she is willing to wait.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The communication with their Customer Care Manager was originally two weeks ago and once again I was told it would be shipped "next" week. I have been told it would be shipped "next week" for about two months now. Responses from their Customer Care Manager continue to be vague just like through their e-mail reps and they for some reason can not give me accurate information. I gave them an alternative order that equaled out to my current order and the gift card they disabled that I have also informed them about several times and they have done nothing to rectify and I did not receive a response other than "I'll look into it". After waiting this long I don't want a refund because I feel I have put the time and frustration into this order. sad when you have to beg a company to ship something you paid for. I was also told last week that the dress DID in fact come in but for some reason they can't ship it? The absolute worst shopping experience I have ever had.

Complaint: [redacted]I am rejecting this response because:1. I have photos to show she did not mail me what I ordered. 2. I spoke with her on the phone and she apologized and said the warehouse was sold out and sent me a replacement. I never agreed to a replacement. she agreed to give me a refund and provided me a postage paid return label with her address on it. 3. the tracking number shows it was delivered to the address she provided, the postal office held it for 7 days and she never picked it up. the refund policy she's stating applies IF you received what you ordered. I did not get what I ordered. if she was opposed to a refund, then why did she send me the postage paid return label? I also have emails to prove my case. let me know if those are necessary. Sincerely,[redacted]

Initial Business Response /* (1000, 7, 2015/08/18) */
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 have since moved our shipping into our own warehouse and are shipping orders the same day that they are placed....


Our customer care team has been working with this customer and the customer has selected new products vs. a refund and has confirmed that she is completely satisfied with this resolution.

Initial Business Response /* (1000, 5, 2015/08/18) */
Our customer care team has been in contact with this customer.
She placed an order in April. All but one item shipped to her at that time. We sent a follow up shipment with the remaining item, tracking number LZXXXXXXXXXUS, shortly following...

the initial shipment.
The customer did request a return and our team authorized what they could within our policies.
Returns are not refunded, only store credit can be issued and intimates are final sale (the customer's slip).
All of our policies are clearly posted on our website and were emailed to the customer as we do try to be as clear as possible. We are so sorry we could not be of further assistance when she chose not to return her items as she only wanted a refund for them.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Three bird nest has not been in contact with me. The tracking number provided only had the one dress I was waiting on. I never mentioned returning it, simply wanted to let them know that there product is being shipped out dirty. The bottom line is I have not received the backless Marissa dress in mint, they did email and said it is out of stock (it's still up on the website though) I will settle for store credit.
Final Consumer Response /* (3000, 17, 2015/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No, I have NOT received the Marissa backless dress worth $38.99. I have received the other three items. Where does your system show that dress being shipped? Did you send it to the wrong address? Because I can assure you, I did NOT receive it.
Final Business Response /* (4000, 19, 2015/10/21) */
We shipped all of her items, though they were in separate shipments. The final shipment was sent and delivered, tracking number LZXXXXXXXXXUS.
Per our policies, we are not able to issue credits for shipping concerns. The customer would need to address them directly with the carrier.
We do thank her for her patronage and hope she will remain our customer.

Initial Business Response /* (1000, 7, 2015/08/18) */
This customer placed her order for a preorder item which was openly communicated in our listing.
The head chain is handmade and the consumer purchased knowing that these were still being produced and we would ship as they became available...

based upon order date.
The customer's head chain has shipped out to her so her order is completely fulfilled so we are not able to issue any refunds to the consumer for that reason.

We are so sorry to hear the customer is not satisfied with the resolution but we cannot refund more back to her card than she paid on this transaction. We can only credit within the means of the original payment that she used. We are so sorry once again that she did not have a good experience and we hope she will use the credit with us in the future.

Initial Business Response /* (1000, 16, 2015/08/18) */
The customer's order was shipped in full, less one item that was on backorder. At that time the customer chose to wait for her garment, a scarf, to come back into stock to have her order completely fulfilled.
Our warehouse left the order...

open however, the scarf is no longer available. We informed the customer we would be happy to accommodate changing her order. She just responded she would prefer a refund which we are happy to fulfill for her.
The customer has confirmed that this will close her case.
Initial Consumer Rebuttal /* (3000, 18, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
10O% false... I purchased three items last May, 2 items arrived with ZERO mention of the kimono (NEVER did I purchase a scarf, nor was there EVER notice or slightest of shared information regarding the missing kimono on back order at the time. In fact, I wanted to purchase the particular kimono a couple months prior and it was out of stock. There is a button/link on the items page customers can click if they want updates on when the item is once again in stock, which I utilized. I received an email actually informing me that the kimono was back IN stock, which is why I decided to place the order at all. Package received but no kimono or.mention of it. The order/pachakging form showed it as shipped right along with the other items I purchased. When I contacted (emailed because they don't list a # to speak with someone live) them and told them the item was missing, I received an email response stating they were sorry for the oversight and would ship it immediately. That was last June! Still nothing came! Then, after I filed this complaint, I was finally contacted (emailed) and told I would receive a refund for said missing item, that they'd process the refund immediately through their 'refund dept'. That was July 18 and STILL NOTHING. Now they have the nerve to try to spin a totally fabricated tale. I've been very kind, patient and even understanding beyond. Now I'm just disgusted with their less than savvy, below par, business practices. How are they still in business??? And, yes, I have the verbatim trail of email communication documenting each and every aspect of which I've been unfortunately subjected. Happy to share if anyone would like.
Final Consumer Response /* (3000, 22, 2015/09/11) */
I received an email response from Three Bird Nest on Aug 18th / 19th stating my refund would be processed in 3 - 5 days... Now, almost 3 weeks later, NOTHING has been yet to be refunded. Incredible.
Final Business Response /* (4000, 24, 2015/09/14) */
We did issue the refund as promised;
Customer was issued a refund on 8/28 please see screen shot. It was successfully processed and accepted by her bank.

Initial Business Response /* (1000, 7, 2015/06/02) */
Hi! we issue the customer a shop credit once we've processed the exchange which is our policies as the customer knows. The credits did get sent via email. if the customer did not receive the credit please check spam or let our team know at...

[redacted]@threebirdnest.com
Initial Consumer Rebuttal /* (3000, 9, 2015/06/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not received a credit of any kind from Three Bird Nest Designs, LLC. The most recent response I've heard from them was on June 3rd, 2015 telling me "I am so sorry this has taken so long to get attention I want to go ahead and get you your refund today but the order is old so I just got a couple questions before I issue refund, Did you return the whole order? If not, what did you return"
Yes - I had to remind them of what they received from me in my return on April 20th. This is just shameful in my opinion. Also, I never did receive the refund that was promised to me 2 days ago.

Initial Business Response /* (1000, 15, 2015/07/30) */
The customer initially contacted our team in June in regards to her orders not shipping and requested a refund. At that time we offered to ship her items from our warehouse as we had recently pulled shipping back in house.
The customer was...

offered a store credit or to have items shipped at the same price point. At that time she requested a supervisor that made two attempts to contact the customer at the number she provided.
We are happy to issue a refund if that is the only resolution that the customer would like and will process it for her immediately.

Initial Business Response /* (1000, 17, 2015/07/09) */
Our customer care team has been in constant contact with our customer care team.
Our team presented several solutions to the customer (refund, replacement products, store credit).
We did ultimately refund the customer via PayPal.

Initial Business Response /* (1000, 7, 2015/05/18) */
This customer's description of what transpired was accurate.
We transitioned our warehouse across the entire country and during that time we experienced delays and some systems issues when accounting for which orders were shipped and which...

were not. The customer was compensated by allowing her to order additional items from our shop for the trouble, which she stated was satisfactory.
Those replacement items shipped and have been delivered, tracking number XXXXXXXXXXXXXXXXXXXXXXXXXX. The customer's issues have been completely resolved.
Initial Consumer Rebuttal /* (2000, 9, 2015/05/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
While the items were shipped and delivered it was only after I made a very poor review, contacted Etsy, and originated this Revdex.com complaint. After two months and all of that is what it took to get the things I paid for that they falsely advertised as being hand made in California when in reality it was ordered wholesale from China from Alibaba. This company is a fraud and I sincerely hope they are sued for false advertisement and faulty business practices. With it being a small family run business why the warehouse out of Ohio? Hmmmm. They can check the review I left on Etsy because I updated it to reflect the up to date status of it being a fraud.

Initial Business Response /* (1000, 7, 2015/06/09) */
We have been in consistent communication with this customer.
We shipped the majority of the customer's order under tracking number XXXXXXXXXXXXXXXXXXXXXXXXXX. The remainder of the order that was not shipped was refunded.
The customer...

confirmed she was completely satisfied with the resolution on 5/29.