Initial Business Response / [redacted] (1000, 7, 2014/10/14) */ Customer placed order on: Aug XX XXXX XX:XX PM Received Order on: August [redacted] , 11:am Customer contacted Tobi's customer service on: September 23, , 10:am The customer did not immediately notify us and waited over daysWith this length of time, we did not immediately issue her a refundWe moved forward with issuing the customer a replacementIn the last corresponding email with Ting Ting, we stated that if she does not wish to keep the item she is more than welcome to send it back for a refundWe have not received the item back to issue a refund The customer received the replacement item to her work on: September 25, , 10:am If you would like any additional information, please feel free to contact me***@tobi.com Thank you! Initial Consumer Rebuttal / [redacted] (3000, 9, 2014/10/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I had notified Tobi's customer service once I had noticed that the item was missing on the orderI had only noticed that the order was missing when I went to return some items on the orderI ordered over items of clothing and spent over $on my orderI did not go through every item when I had received it, expecting that a reputable business would double check their ordersI shop at many online vendor's and they ensure that an order would not go out to their customers with missing items On their website, there is no notation to contact them about missing items within days of shipmentI contacted them as soon as I discovered the missing item Once I noticed, I immediately contacted customer service about the issue right awayI requested a refund for the order because it's fall now and I had no use for a bathing suit in cold weatherThey decided to ship out another bathing suit without my knowledgeBy the time they said they had shipped the item out, I have already moved into a different locationThey sent the item to my old business address instead of the new one, therefore I did not receive the item at the new locationThey had shipped it to XXXXX Ridge Route Drive Suite [redacted] My business address now is XXXXX [redacted] Road Suite [redacted] If they had verified with me and listened to my request, they would not have made that mistake I already put in a request for the refund through my credit card company and thus did not want to deal with their extremely rude and inefficient customer service department anymore A couple weeks after this incident I got a call from an employee there name [redacted] at my work accusing me of theft and fraudShe also stated that she was shocked that anyone would ever shop at Tobi...I guess I know why now I do not appreciate to be contacted at my work after I already decided to pursue this refund with my credit card company I think it is bad business practice for any employee of an organization or business to call a place of work yelling and accusing their past customers of fraud I would still like to file a complaint against Tobi and their failing customer service Thank you!
Initial Business Response /* (1000, 7, 2014/02/26) */
The customer was mis-shipped her dressWe provided a Free USPS return shipping label:XXXXXXXXXXXXXXXXXXXXXX
We also reshipped her the correct item: USPS Tracking: XXXXXXXXXXXXXXXXXXXXXX
Final Consumer Response /*
(2000, 9, 2014/02/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
got my dress in correct order
The returning package for Order #*** was inspected upon delivery and return process on 10/Our Returns Department immediately contacted our Care Team/Order Support as the
package was opened because 'we received entire order with kitty litter, feces, and urine"The customer was contacted via email on file the same dayThe Manager of our Order Support Team emailed customer the next business day 10/to advise that call attempts were made at the # provided via emailWithin the same email, photos were attachedAll dresses and the plastic bag with litter and feces were sent back in our Tobi re-usable return bagsSince the items were sent back to us not in the condition initially received, considering they were in package along with litter, feces, and now smelled like it + urine they are not acceptable or in a resellable conditionThe items were sent back on 11/at NO additional chargeThe bag of litter and feces were NOT included in the reshipment as a courtesy to not destroy the products furtherWe advised several times to the customer and parent that a refund would NOT be issued, as it breaks our Tobi Return PolicyIf postage was paid to send it back to Tobi again, we will not be reimbursing as we did not ask for it back and specifically advised that we would not be providing a refundCustomer has also filed a chargeback with their bank that we will be replying toPictures are provided (not all could be attached)
Initial Business Response /* (1000, 5, 2014/12/18) */
The customer was unable to reach us via phone, this is because we do not have an inbound phone supportWe've replied to every one of her emails
The customer placed the order on Oct XX XXXX XX:XX PM
USPS Showed Delivered on
November 1, , 12:pm
On Nov XX XX:XX pm, we received this email-
"I still have not received my package and USPS is absolutely useless, they said they delivered it, but I got a peach slip saying they didnt deliver the item and it is at the post officeObviously I work after 5pm, how am I suppose to pick up the item
Told them to redeliver it twice"
The customer claim to have not receive her package from USPSHowever, from our records it shows Ms*** printed a Return Shipping Label on Nov XX XXXX XX:XX AM
She placed
We are currently investigating Ms.***'s chargeback claimsAs well as, asking her for any additional information she has from USPS, including the pink slip that was left for Ms.***
Thank you!
Initial Consumer Rebuttal /* (3000, 7, 2014/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not even use the return labelTHE POINT IS I DID NOT GET THE ITEMTHATS ITrefund me
Final Business Response /* (4000, 9, 2014/12/31) */
Ms*** opened a chargeback, therefore *** did not issue a refundWe have settled with the bank and Ms*** emailed stating she has been "The amount actually was debited to me."
Thank you!
Initial Business Response /* (1000, 6, 2015/05/07) */
The customer had reached out to Tobi regarding the status of their return on Saturday April the 30th @ 3:PM, and was responded to on April 30th @ 3:PM requesting their order number to assist them further
They responded @
3:PM with the order numberA response was provided by Tobi @ 3:PM instructing them that they had not responded to a previous email sent on April 28th (Screenshot of original email provided as attachment Revdex.com - 1), regarding the item being returned damaged and not acceptable as a refund under the guidelines outlined at Tobi.com (http://www.tobi.com/help/returns_exchanges)
The customer again responded 3:& 3:addressing their concern with the policy
A response was sent by Tobi's Order Support team member Monday morning May 4th @ 7:AM, that a refund was going to be issued for the damaged return, despite the non response from the email sent on April 28th(Screenshot provided as attachment Revdex.com - 2)
A refund was issued on May 4th @ 7:AM, a screen shot has been provided as attachment Revdex.com -
The Order Support Department handling the return of damaged items is available from Monday-Friday 8am-5pm, and the customer was provided a resolution and a refund the first day available by the Order Support Department
***Disclaimer***
If you plan to make the screenshots provided, available to the public, the Revdex.com will become liable for removing any personal information attached to the complaints and/or any Tobi employee's name and/or personal informationTobi LLC will not be held liable for the removal or non-removal of any personal information provided, and is there in made available to the public in this grievance response
Initial Business Response /* (1000, 5, 2014/02/26) */
The customer was refunded on:
Feb XX XXXX XX:XX AM Credit XXXXXX[redacted]0170 Approved P XXXXXXXXXX $-63.00
The refund takes between 3-5business days to post onto their bank account, even a whole billing cycle depending on their...
banking institution. However, she was refunded on 2/24/14.
The customer has been advised several time that the products are NOT eligible for a refund. Again, the three items were sent to Tobi in a plastic bag with cat litter and feces, PICTURES are provided as PROOF of what we exactly received. The items were sent back to the customer WITHOUT the litter or feces as a courtesy, so it would make sense that the items would not smell anymore and stains could be removed. However, it still does not change the fact that they were still initiall sent to us in the same bag as cat litter and feces. We will not accept them back because we would not resell these items to a customer as it would cause sanitary and health concerns since the products cannot be washed. AGAIN, the items were sent to our company in a plastic bag with cat litter and feces. As policy we ask to "return the items in original condition" and these products were not sent to the customer with cat litter and feces, so we ask they are not sent back to us in that condition. We're not sure why the products were sent back to us as we told the customer several times that they would not receive a refund. Since this is our final conclusion there is no further discussion needed on our end. The customer has been advised to write and send a complaint letter to the address provided via [redacted]. In addition, the 'Scam' report article the customer is referring to is an article from 2015 in which our VP had actually reached out to the report earlier this year for false accusations.
Complaint: [redacted]I am rejecting this response because:as I have stated numerous times, I do not know how the dresses arrived with feces and litter nor do I believe that they did. I packaged them myself. I am a grown women and mother of three, and a CPA with high morals and integrity. This company is clearly managed by immature millennials. I do not understand why they choose to continue these ridiculous allegations over the few dollars that these dresses are worth. Regardless of what they allege, the dresses are IN PERFECT CONDITION and are not stained nor do they smell. We verified this and took pictures which we previously submitted. We did not wash the dresses...we inspected them and took pictures before returning them. They are absolutely fine and re-sale able. You have your merchandise and we want our money. End of story. We will continue to tell others how awful Tobi has acted and treated us and will continue to rally against Tobi in any way possible, and whenever possible, until our refund is received.
Finally, I still have not received a call from anyone at Tobi although I have requested it several times. If they tell you they have called, they are lying. As we know, cell phones log all calls.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2014/11/21) */
The customer email us regarding her damage item that she received after wearing it 2 times. We do understand from time to time things happen and customers miss the 5 day policy. Therefore, we kindly asked the customer for a photo of the...
damage.
However, no photos were ever sent after asking 2 times.
To conclude:
Order was placed on Oct 29, 2014
Order was delivered on Nov 3, 2014
Customer emailed on Nov 19, 2014
The customer wore the item 2 times.
She did not contact us within our policy time AND refuse to send us photos of the item that she claim to be defective.
Please see email thread below:
(The thread begins at the bottom starting with Wednesday at 9:09am)
Thank you!
doc poteet Wednesday 01:04 pm
Hello...thanks for the kind response. I need your full name for the Revdex.com complaint and the name of your supervisor and if you could kindly give me the last 4 numbers of the credit card I used, I will file that dispute as well.
Have a wonderful day.
Dr. [redacted]
[redacted] Wednesday 12:12 pm
Hi [redacted]
Thank you for getting back to us.
At this time, we are unable to issue any compensation. We appreciate your feedback in regards to our policies.
Enjoy the rest of your day and week.
[redacted] M.
doc poteet Wednesday 10:45 am
you have not handled this well at all, I am forced to file a dispute on my credit card. I was not even in the country when this arrived...thus your five days is a total joke,. You will understand my filing the dispute...even if in some unimaginable way this dispute is not settled in my favor (not at all likely) your company will be charged a non refundable 25.00 fee. You will also understand the Revdex.com case that I will file as well.
Not the right way to treat a customer.
[redacted] Wednesday 10:26 am
Hi [redacted]
Thank you for the response and feedback.
I'm sorry for any trouble. As you mentioned, "It was obviously defective when it arrived," but we were not contacted about the defect until the item has been worn twice. Thus, with out policy listed on our Tobi site the item would not be eligible for a return should the item have already been worn. In addition to our policy of contacting us within 5 business days of receiving the product that was sent to you on 11/3.
Moving forward, if you do not wish to provide the additional information requested we will not be able to accommodate at all. I will also advise again, that we will not be provide a refund of this product.
Thank you.
[redacted] M.
doc poteet Wednesday 09:43 am
Oh my...Not at all what I expected from a reputable company....so I have only worn the sweater a few times...twice to be exact.......I have done nothing to rip, tear or otherwise ruin or deface the item, it has never been washed or used in an irresponsible manner.
It was obviously defective when it arrived, I did not carefully inspect the item upon receipt as I did not anticipate that your company would send me junk.
I am very frustrated at this point and it seems that it would be easier for me to just contest the charge on my credit card.
That will cost your company a non refundable fee of 25.00 from the credit card company in addition to having to refund me the entire amount.
If you want a photo, I can provide that. I will not pay to return an item that was defective upon receipt.
This is not the way your company wants to treat a potentially valuable customer.....Not a happy camper!!!!
[redacted] Wednesday 09:25 am
Hi doc,
Thank you for contacting us right away.
If you could just email me back a photo of the item, I would be more than happy to escalate this to operations department to see how we could best accommodate you.
Please note, as policy stated on our site, "If you believe you have received defective or incorrect merchandise (style, size, color), you must contact Customer Care within 5 days of receipt and provide a photo of the defect." http://www.tobi.com/help/returns_exchanges
We cannot be accountable for a damaged item after is has been worn multiple times as we do not provide nor is a warranty purchased on any items. In addition, items that are worn and washed are not eligible for a refund, return, exchange, or credit. Thus, our options for accommodations are limited.
I look forward to hearing back from you soon. Let me know if you have any other questions as well. I'm happy to help!
Thank you!
[redacted] M.
doc poteet Wednesday 09:09 am
Hello, after wearing this item twice, I noticed that one of the seams is unraveling. It is clearly defective and needs to be returned to you, but at your cost,. Please advise.
Thanks
Initial Consumer Rebuttal /* (3000, 9, 2014/11/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have the pictures. Hole is clearly visible. When they said I refused to send pictures it was ONLY because the page they directed me to read about their defective products said pictures had to be sent within 5 days and I have told them repeatedly that I was out of the country dealing with my father's funeral and estate!!!! A nice and considerate new person from their company requested pictures on Saturday and they were sent out This remains beyond reason. Any reputable, sane, rational and honest company would admit that sometimes they have a lemon and graciously accept a return. ESPECIALLY given the circumstances. Revdex.com also has a copy of pictures
Final Business Response /* (4000, 11, 2014/11/26) */
In her reply claim, she mentions that she did not send pictures because we told her she had to send them within 5 days. However, if you read the corresponding emails that is not true. In the original email, we kindly asked her for photos since it was out of the 5 days.
After we responded to the Revdex.com claim, the customer emails our customer service again. This time we mentioned the same thing and she agreed to send us photos. We received the photo and accommodated the customer with 50% store credit refund and a return shipping label.
We are currently waiting for her return.
Thank you!
Final Consumer Response /* (4200, 13, 2014/11/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have returned the defective item as they did finally provide me with a trackable prepaid label. I do not, however, accept their ridiculous offer of receiving half credit or any credit at all at their company.
Fool me once shame on you., fool me twice shame on me. I will not have anything more to do with this company as soon as I get my complete refund. I have been trying to spare them the added cost of a credit card dispute, but it seems that they have chosen this as the only avenue of fair and complete remuneration.
Their return policy for defective items is very misleading on their site and in their correspondence ....purposefully, I believe. I never understood that they were at all willing to work with their customers when they receive defective merchandise.
It also looks like they have forwarded amended emails and or failed to forward other communication in their attempt at showing "proof" of what I did or did not understand. This company has earned their horrific rating with the Revdex.com. There are numerous complaints online about them that I wished I had read before purchasing anything from them.
It seems that I will have no choice but to continue my case against this dishonest company.....somebody needs to stand up against them and let them know that it is time to change the way they deal with customers.
With their present way of conducting business, it is likely that they will not be a viable company for long......they have sent a very loud and clear message to the consumer. You are not important to us after the sale!
Initial Business Response /* (1000, 7, 2014/10/14) */
Customer placed order on: Aug XX XXXX XX:XX PM
Received Order on: August [redacted] 2014 , 11:42 am
Customer contacted Tobi's customer service on: September 23, 2014 , 10:09 am
The customer did not immediately notify us and waited over 30...
days. With this length of time, we did not immediately issue her a refund. We moved forward with issuing the customer a replacement. In the last corresponding email with Ting Ting, we stated that if she does not wish to keep the item she is more than welcome to send it back for a refund. We have not received the item back to issue a refund.
The customer received the replacement item to her work on: September 25, 2014 , 10:47 am
If you would like any additional information, please feel free to contact me. [redacted]@tobi.com
Thank you!
Initial Consumer Rebuttal /* (3000, 9, 2014/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I had notified Tobi's customer service once I had noticed that the item was missing on the order. I had only noticed that the order was missing when I went to return some items on the order. I ordered over 30 items of clothing and spent over $700 on my order. I did not go through every item when I had received it, expecting that a reputable business would double check their orders. I shop at many online vendor's and they ensure that an order would not go out to their customers with missing items.
On their website, there is no notation to contact them about missing items within 5 days of shipment. I contacted them as soon as I discovered the missing item.
Once I noticed, I immediately contacted customer service about the issue right away. I requested a refund for the order because it's fall now and I had no use for a bathing suit in cold weather. They decided to ship out another bathing suit without my knowledge. By the time they said they had shipped the item out, I have already moved into a different location. They sent the item to my old business address instead of the new one, therefore I did not receive the item at the new location. They had shipped it to XXXXX Ridge Route Drive Suite [redacted] My business address now is XXXXX [redacted] Road Suite [redacted] If they had verified with me and listened to my request, they would not have made that mistake.
I already put in a request for the refund through my credit card company and thus did not want to deal with their extremely rude and inefficient customer service department anymore.
A couple weeks after this incident I got a call from an employee there name [redacted] at my work accusing me of theft and fraud. She also stated that she was shocked that anyone would ever shop at Tobi...I guess I know why now.
I do not appreciate to be contacted at my work after I already decided to pursue this refund with my credit card company.
I think it is bad business practice for any employee of an organization or business to call a place of work yelling and accusing their past customers of fraud.
I would still like to file a complaint against Tobi and their failing customer service.
Thank you!
I returned a product with this company and they received it back on August 29, 2016. To this date I still do not have my refund in my bank account. BECAUSE there is no phone number listed it is just back and forth emails with no time when my money will be refunded. I feel this company keeps customers money in the bank to collect interest for their own gain.
Initial Business Response / [redacted] (1000, 7, 2014/10/14) */ Customer placed order on: Aug XX XXXX XX:XX PM Received Order on: August [redacted] , 11:am Customer contacted Tobi's customer service on: September 23, , 10:am The customer did not immediately notify us and waited over daysWith this length of time, we did not immediately issue her a refundWe moved forward with issuing the customer a replacementIn the last corresponding email with Ting Ting, we stated that if she does not wish to keep the item she is more than welcome to send it back for a refundWe have not received the item back to issue a refund The customer received the replacement item to her work on: September 25, , 10:am If you would like any additional information, please feel free to contact me***@tobi.com Thank you! Initial Consumer Rebuttal / [redacted] (3000, 9, 2014/10/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I had notified Tobi's customer service once I had noticed that the item was missing on the orderI had only noticed that the order was missing when I went to return some items on the orderI ordered over items of clothing and spent over $on my orderI did not go through every item when I had received it, expecting that a reputable business would double check their ordersI shop at many online vendor's and they ensure that an order would not go out to their customers with missing items On their website, there is no notation to contact them about missing items within days of shipmentI contacted them as soon as I discovered the missing item Once I noticed, I immediately contacted customer service about the issue right awayI requested a refund for the order because it's fall now and I had no use for a bathing suit in cold weatherThey decided to ship out another bathing suit without my knowledgeBy the time they said they had shipped the item out, I have already moved into a different locationThey sent the item to my old business address instead of the new one, therefore I did not receive the item at the new locationThey had shipped it to XXXXX Ridge Route Drive Suite [redacted] My business address now is XXXXX [redacted] Road Suite [redacted] If they had verified with me and listened to my request, they would not have made that mistake I already put in a request for the refund through my credit card company and thus did not want to deal with their extremely rude and inefficient customer service department anymore A couple weeks after this incident I got a call from an employee there name [redacted] at my work accusing me of theft and fraudShe also stated that she was shocked that anyone would ever shop at Tobi...I guess I know why now I do not appreciate to be contacted at my work after I already decided to pursue this refund with my credit card company I think it is bad business practice for any employee of an organization or business to call a place of work yelling and accusing their past customers of fraud I would still like to file a complaint against Tobi and their failing customer service Thank you!
Initial Business Response /* (1000, 7, 2014/02/26) */
The customer was mis-shipped her dressWe provided a Free USPS return shipping label:XXXXXXXXXXXXXXXXXXXXXX
We also reshipped her the correct item: USPS Tracking: XXXXXXXXXXXXXXXXXXXXXX
Final Consumer Response /*
(2000, 9, 2014/02/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
got my dress in correct order
The returning package for Order #*** was inspected upon delivery and return process on 10/Our Returns Department immediately contacted our Care Team/Order Support as the
package was opened because 'we received entire order with kitty litter, feces, and urine"The customer was contacted via email on file the same dayThe Manager of our Order Support Team emailed customer the next business day 10/to advise that call attempts were made at the # provided via emailWithin the same email, photos were attachedAll dresses and the plastic bag with litter and feces were sent back in our Tobi re-usable return bagsSince the items were sent back to us not in the condition initially received, considering they were in package along with litter, feces, and now smelled like it + urine they are not acceptable or in a resellable conditionThe items were sent back on 11/at NO additional chargeThe bag of litter and feces were NOT included in the reshipment as a courtesy to not destroy the products furtherWe advised several times to the customer and parent that a refund would NOT be issued, as it breaks our Tobi Return PolicyIf postage was paid to send it back to Tobi again, we will not be reimbursing as we did not ask for it back and specifically advised that we would not be providing a refundCustomer has also filed a chargeback with their bank that we will be replying toPictures are provided (not all could be attached)
Initial Business Response /* (1000, 5, 2014/12/18) */
The customer was unable to reach us via phone, this is because we do not have an inbound phone supportWe've replied to every one of her emails
The customer placed the order on Oct XX XXXX XX:XX PM
USPS Showed Delivered on
November 1, , 12:pm
On Nov XX XX:XX pm, we received this email-
"I still have not received my package and USPS is absolutely useless, they said they delivered it, but I got a peach slip saying they didnt deliver the item and it is at the post officeObviously I work after 5pm, how am I suppose to pick up the item
Told them to redeliver it twice"
The customer claim to have not receive her package from USPSHowever, from our records it shows Ms*** printed a Return Shipping Label on Nov XX XXXX XX:XX AM
She placed
We are currently investigating Ms.***'s chargeback claimsAs well as, asking her for any additional information she has from USPS, including the pink slip that was left for Ms.***
Thank you!
Initial Consumer Rebuttal /* (3000, 7, 2014/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not even use the return labelTHE POINT IS I DID NOT GET THE ITEMTHATS ITrefund me
Final Business Response /* (4000, 9, 2014/12/31) */
Ms*** opened a chargeback, therefore *** did not issue a refundWe have settled with the bank and Ms*** emailed stating she has been "The amount actually was debited to me."
Thank you!
Initial Business Response /* (1000, 6, 2015/05/07) */
The customer had reached out to Tobi regarding the status of their return on Saturday April the 30th @ 3:PM, and was responded to on April 30th @ 3:PM requesting their order number to assist them further
They responded @
3:PM with the order numberA response was provided by Tobi @ 3:PM instructing them that they had not responded to a previous email sent on April 28th (Screenshot of original email provided as attachment Revdex.com - 1), regarding the item being returned damaged and not acceptable as a refund under the guidelines outlined at Tobi.com (http://www.tobi.com/help/returns_exchanges)
The customer again responded 3:& 3:addressing their concern with the policy
A response was sent by Tobi's Order Support team member Monday morning May 4th @ 7:AM, that a refund was going to be issued for the damaged return, despite the non response from the email sent on April 28th(Screenshot provided as attachment Revdex.com - 2)
A refund was issued on May 4th @ 7:AM, a screen shot has been provided as attachment Revdex.com -
The Order Support Department handling the return of damaged items is available from Monday-Friday 8am-5pm, and the customer was provided a resolution and a refund the first day available by the Order Support Department
***Disclaimer***
If you plan to make the screenshots provided, available to the public, the Revdex.com will become liable for removing any personal information attached to the complaints and/or any Tobi employee's name and/or personal informationTobi LLC will not be held liable for the removal or non-removal of any personal information provided, and is there in made available to the public in this grievance response
Initial Business Response /* (1000, 5, 2014/02/26) */
The customer was refunded on:
Feb XX XXXX XX:XX AM Credit XXXXXX[redacted]0170 Approved P XXXXXXXXXX $-63.00
The refund takes between 3-5business days to post onto their bank account, even a whole billing cycle depending on their...
banking institution. However, she was refunded on 2/24/14.
The customer has been advised several time that the products are NOT eligible for a refund. Again, the three items were sent to Tobi in a plastic bag with cat litter and feces, PICTURES are provided as PROOF of what we exactly received. The items were sent back to the customer WITHOUT the litter or feces as a courtesy, so it would make sense that the items would not smell anymore and stains could be removed. However, it still does not change the fact that they were still initiall sent to us in the same bag as cat litter and feces. We will not accept them back because we would not resell these items to a customer as it would cause sanitary and health concerns since the products cannot be washed. AGAIN, the items were sent to our company in a plastic bag with cat litter and feces. As policy we ask to "return the items in original condition" and these products were not sent to the customer with cat litter and feces, so we ask they are not sent back to us in that condition. We're not sure why the products were sent back to us as we told the customer several times that they would not receive a refund. Since this is our final conclusion there is no further discussion needed on our end. The customer has been advised to write and send a complaint letter to the address provided via [redacted]. In addition, the 'Scam' report article the customer is referring to is an article from 2015 in which our VP had actually reached out to the report earlier this year for false accusations.
Complaint: [redacted]I am rejecting this response because:as I have stated numerous times, I do not know how the dresses arrived with feces and litter nor do I believe that they did. I packaged them myself. I am a grown women and mother of three, and a CPA with high morals and integrity. This company is clearly managed by immature millennials. I do not understand why they choose to continue these ridiculous allegations over the few dollars that these dresses are worth. Regardless of what they allege, the dresses are IN PERFECT CONDITION and are not stained nor do they smell. We verified this and took pictures which we previously submitted. We did not wash the dresses...we inspected them and took pictures before returning them. They are absolutely fine and re-sale able. You have your merchandise and we want our money. End of story. We will continue to tell others how awful Tobi has acted and treated us and will continue to rally against Tobi in any way possible, and whenever possible, until our refund is received.
Finally, I still have not received a call from anyone at Tobi although I have requested it several times. If they tell you they have called, they are lying. As we know, cell phones log all calls.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2014/11/21) */
The customer email us regarding her damage item that she received after wearing it 2 times. We do understand from time to time things happen and customers miss the 5 day policy. Therefore, we kindly asked the customer for a photo of the...
damage.
However, no photos were ever sent after asking 2 times.
To conclude:
Order was placed on Oct 29, 2014
Order was delivered on Nov 3, 2014
Customer emailed on Nov 19, 2014
The customer wore the item 2 times.
She did not contact us within our policy time AND refuse to send us photos of the item that she claim to be defective.
Please see email thread below:
(The thread begins at the bottom starting with Wednesday at 9:09am)
Thank you!
doc poteet Wednesday 01:04 pm
Hello...thanks for the kind response. I need your full name for the Revdex.com complaint and the name of your supervisor and if you could kindly give me the last 4 numbers of the credit card I used, I will file that dispute as well.
Have a wonderful day.
Dr. [redacted]
[redacted] Wednesday 12:12 pm
Hi [redacted]
Thank you for getting back to us.
At this time, we are unable to issue any compensation. We appreciate your feedback in regards to our policies.
Enjoy the rest of your day and week.
[redacted] M.
doc poteet Wednesday 10:45 am
you have not handled this well at all, I am forced to file a dispute on my credit card. I was not even in the country when this arrived...thus your five days is a total joke,. You will understand my filing the dispute...even if in some unimaginable way this dispute is not settled in my favor (not at all likely) your company will be charged a non refundable 25.00 fee. You will also understand the Revdex.com case that I will file as well.
Not the right way to treat a customer.
[redacted] Wednesday 10:26 am
Hi [redacted]
Thank you for the response and feedback.
I'm sorry for any trouble. As you mentioned, "It was obviously defective when it arrived," but we were not contacted about the defect until the item has been worn twice. Thus, with out policy listed on our Tobi site the item would not be eligible for a return should the item have already been worn. In addition to our policy of contacting us within 5 business days of receiving the product that was sent to you on 11/3.
Moving forward, if you do not wish to provide the additional information requested we will not be able to accommodate at all. I will also advise again, that we will not be provide a refund of this product.
Thank you.
[redacted] M.
doc poteet Wednesday 09:43 am
Oh my...Not at all what I expected from a reputable company....so I have only worn the sweater a few times...twice to be exact.......I have done nothing to rip, tear or otherwise ruin or deface the item, it has never been washed or used in an irresponsible manner.
It was obviously defective when it arrived, I did not carefully inspect the item upon receipt as I did not anticipate that your company would send me junk.
I am very frustrated at this point and it seems that it would be easier for me to just contest the charge on my credit card.
That will cost your company a non refundable fee of 25.00 from the credit card company in addition to having to refund me the entire amount.
If you want a photo, I can provide that. I will not pay to return an item that was defective upon receipt.
This is not the way your company wants to treat a potentially valuable customer.....Not a happy camper!!!!
[redacted] Wednesday 09:25 am
Hi doc,
Thank you for contacting us right away.
If you could just email me back a photo of the item, I would be more than happy to escalate this to operations department to see how we could best accommodate you.
Please note, as policy stated on our site, "If you believe you have received defective or incorrect merchandise (style, size, color), you must contact Customer Care within 5 days of receipt and provide a photo of the defect." http://www.tobi.com/help/returns_exchanges
We cannot be accountable for a damaged item after is has been worn multiple times as we do not provide nor is a warranty purchased on any items. In addition, items that are worn and washed are not eligible for a refund, return, exchange, or credit. Thus, our options for accommodations are limited.
I look forward to hearing back from you soon. Let me know if you have any other questions as well. I'm happy to help!
Thank you!
[redacted] M.
doc poteet Wednesday 09:09 am
Hello, after wearing this item twice, I noticed that one of the seams is unraveling. It is clearly defective and needs to be returned to you, but at your cost,. Please advise.
Thanks
Initial Consumer Rebuttal /* (3000, 9, 2014/11/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have the pictures. Hole is clearly visible. When they said I refused to send pictures it was ONLY because the page they directed me to read about their defective products said pictures had to be sent within 5 days and I have told them repeatedly that I was out of the country dealing with my father's funeral and estate!!!! A nice and considerate new person from their company requested pictures on Saturday and they were sent out This remains beyond reason. Any reputable, sane, rational and honest company would admit that sometimes they have a lemon and graciously accept a return. ESPECIALLY given the circumstances. Revdex.com also has a copy of pictures
Final Business Response /* (4000, 11, 2014/11/26) */
In her reply claim, she mentions that she did not send pictures because we told her she had to send them within 5 days. However, if you read the corresponding emails that is not true. In the original email, we kindly asked her for photos since it was out of the 5 days.
After we responded to the Revdex.com claim, the customer emails our customer service again. This time we mentioned the same thing and she agreed to send us photos. We received the photo and accommodated the customer with 50% store credit refund and a return shipping label.
We are currently waiting for her return.
Thank you!
Final Consumer Response /* (4200, 13, 2014/11/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have returned the defective item as they did finally provide me with a trackable prepaid label. I do not, however, accept their ridiculous offer of receiving half credit or any credit at all at their company.
Fool me once shame on you., fool me twice shame on me. I will not have anything more to do with this company as soon as I get my complete refund. I have been trying to spare them the added cost of a credit card dispute, but it seems that they have chosen this as the only avenue of fair and complete remuneration.
Their return policy for defective items is very misleading on their site and in their correspondence ....purposefully, I believe. I never understood that they were at all willing to work with their customers when they receive defective merchandise.
It also looks like they have forwarded amended emails and or failed to forward other communication in their attempt at showing "proof" of what I did or did not understand. This company has earned their horrific rating with the Revdex.com. There are numerous complaints online about them that I wished I had read before purchasing anything from them.
It seems that I will have no choice but to continue my case against this dishonest company.....somebody needs to stand up against them and let them know that it is time to change the way they deal with customers.
With their present way of conducting business, it is likely that they will not be a viable company for long......they have sent a very loud and clear message to the consumer. You are not important to us after the sale!
Initial Business Response /* (1000, 7, 2014/10/14) */
Customer placed order on: Aug XX XXXX XX:XX PM
Received Order on: August [redacted] 2014 , 11:42 am
Customer contacted Tobi's customer service on: September 23, 2014 , 10:09 am
The customer did not immediately notify us and waited over 30...
days. With this length of time, we did not immediately issue her a refund. We moved forward with issuing the customer a replacement. In the last corresponding email with Ting Ting, we stated that if she does not wish to keep the item she is more than welcome to send it back for a refund. We have not received the item back to issue a refund.
The customer received the replacement item to her work on: September 25, 2014 , 10:47 am
If you would like any additional information, please feel free to contact me. [redacted]@tobi.com
Thank you!
Initial Consumer Rebuttal /* (3000, 9, 2014/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I had notified Tobi's customer service once I had noticed that the item was missing on the order. I had only noticed that the order was missing when I went to return some items on the order. I ordered over 30 items of clothing and spent over $700 on my order. I did not go through every item when I had received it, expecting that a reputable business would double check their orders. I shop at many online vendor's and they ensure that an order would not go out to their customers with missing items.
On their website, there is no notation to contact them about missing items within 5 days of shipment. I contacted them as soon as I discovered the missing item.
Once I noticed, I immediately contacted customer service about the issue right away. I requested a refund for the order because it's fall now and I had no use for a bathing suit in cold weather. They decided to ship out another bathing suit without my knowledge. By the time they said they had shipped the item out, I have already moved into a different location. They sent the item to my old business address instead of the new one, therefore I did not receive the item at the new location. They had shipped it to XXXXX Ridge Route Drive Suite [redacted] My business address now is XXXXX [redacted] Road Suite [redacted] If they had verified with me and listened to my request, they would not have made that mistake.
I already put in a request for the refund through my credit card company and thus did not want to deal with their extremely rude and inefficient customer service department anymore.
A couple weeks after this incident I got a call from an employee there name [redacted] at my work accusing me of theft and fraud. She also stated that she was shocked that anyone would ever shop at Tobi...I guess I know why now.
I do not appreciate to be contacted at my work after I already decided to pursue this refund with my credit card company.
I think it is bad business practice for any employee of an organization or business to call a place of work yelling and accusing their past customers of fraud.
I would still like to file a complaint against Tobi and their failing customer service.
Thank you!
I returned a product with this company and they received it back on August 29, 2016. To this date I still do not have my refund in my bank account. BECAUSE there is no phone number listed it is just back and forth emails with no time when my money will be refunded. I feel this company keeps customers money in the bank to collect interest for their own gain.