Revdex.com:
I have reviewed the response made by the business in reference to complaint ID
***, and have determined that this does not resolve my complaint
3/14=Customer called to respond to businessShe sent a package on 2/8/with umbrellas that needed repairsThey were gifts, not purchasesShe also sent a money order for $She sent registered mail on 4/4/asking where were her two umbrellas? One is oversized and has the word "***" on it, the other is black with white flowersBoth needed repairsPlease repair and return, or advise as to the situation
Regards,
*** ***
3/- Per phone call from *** ***,I received two umbrellas in the mail Please close my complaint as resolved at this time
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Thank you for contacting us. The customer did not provide proof that she sent the umbrella with the check. we asked her for a copy of the cancelled check but she said it has not been cashed. we need proof that the defective product was sent along with the check. she cannot provide this so we have not sent a replacement. *** ***
3/9/12:PM ESTWe have emailed the customer directly requesting further information. The attached correspondence states 2/8/and 4/dates as matter of references
We are very sorry for the delayed responsePer the consumers complaint we did reach out to our factories with production specifications on the warehouse floorWe did find out that the umbrellas of the styles and were changed in manufacturing recently with the release of the new handles
The specification of the umbrella is actually inches, not the that was originally stated in my email to the consumer based on our in house specificationsThis sizing specifications have been changed to reflect on our websiteAs for the consumers complaint of not having specific instructions on how to measure that is in correctAs it was stated in one of our email correspondence that our frequently asked questions page (FAQ's) does list how to measure an umbrellaUmbrellas can be tricky based on the number of ribs they have as the measurement may not be from rib to rib if the ribs do not line upThe canopy is from one end over the top portion of the canopy directly to the other end of the canopy, this will get the 43" measurementThe consumer is asking for more than the original amount of the order, which we believe is not a valid requestSince the measurement was incorrect due to a factory floor change, we will be happy to issue a full refund of the order and the consumer can keep or donate the umbrellas to a local charityWe pride ourselves on manufacturing a quality product and try to list all information on our websites for a consumer to make a informed decision. Please advise if you there are any additional questions or concerns
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:I received the check for $last week and verified that I have been refunded for the two slipper purchasesUnfortunately the company has not indicated they will make changes to their poor customer service or confusing sizing system which prevents me from being a customer in the future
I have reviewed the response made by the business in reference to complaint ID ***, and find that this matter closed.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] I strongly feel this process was unfair, like Totes claim, they cannot send an replacement umbrella to me simply because I said so The same can be said for them, I had told them that I had the postal receipt for shipping the item to their facility, but they stated that was not good enough to honor my warranty At this point I can not trust them either! How do I know it was not lost during the process in their facility They keep claiming they needed the umbrella to process it, but they can not seem to understand that is the issue! I no longer have the umbrella or the check enclosed with the package because it was sent to them I also do not have the cancel check because they never process it I keep getting the run around with them, not to mention their customer care is extremely unprofessional and uncaringIf the package was lost, then I strongly feel a replacement should be granted because it was due to no fault of mine You warranty policy should not be so rigid and you should be able to adjust your protocols under these circumstances, your customer should not be treated like a criminal! My warranty should be honored! As your customer case representative stated they do not know what to send me because they do not know the make of my umbrella, right know I would be happy with any replacement I just want this to be over!
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a
close, we would like to know your view on the matter.]No I do not agree with the company response. I have stated many times that the package was sent. I told them I have the postal receipt for which the package was sent, but they stated that was not good enoughThey need the umbrella, but I do not have it. It was sent to them 4/11/
Regards,
*** ***
Again, the customer said the check was not cashed. We do not have her umbrella nor did we receive or cash the check. She knows this so we would not be able to send an umbrella. We do apologize but need the whole umbrella or the requested pieces/information to be able to send out an umbrella to her. We do not understand how she can expect us to send something out just because she said she sent it in to us. It very well could have been lost. *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your...
reference, details of the offer I reviewed appear below.
I returned both pair of slippers due to the incorrect sizing and misinformation posted on their website. I spent $15.50 (receipt attached) to ship these back not to mention a bunch of time dealing with this. I called their customer service the Friday after Christmas and left a message (because no one answers the phone) and no one returned my call to date. I submitted an online survey detailing my issues and no one has sent a response to date. I have received a refund for 1 but not 2 of these slippers. I have also not received a refund for my shipping costs which was the written request. Both of these need to be resolved. The company has in no way resolved or even addressed these complaints and their assumption that they have done so only further points to their incompetence.
Regards,
[redacted]
Revdex.com:Yes, full refund (including the original shipping charges I paid) while I don't have to send back the dis-satisfactory umbrellas will be fine. (I asked for a prepaid return shipping label AND full refund because it will be at least half of what I paid since it was not my fault they had wrong specs and send me umbrellas with wrong specs.)BTW, one end of metal spoke to the other end of metal spoke across the center anchoring button (not canopy) is 42.5" as I measured it. From one end of canopy across the center anchoring button to another end of canopy is 42".Regards,
[redacted]
As a one time courtesy we will ship you 2 replacement umbrellas. Noting they will not be exactly what your are claiming are in need of repair. (from 2016 and our company no longer carries) Also note that the umbrella supplied to you by your company "[redacted]" with the company name on it we cannot replace with a company name. Imprinted umbrellas companies imprint after they have purchased the umbrellas from our company.
I have talked to [redacted] and she needs to check with her credit union. We have issued the refund as we issue all refunds and do not see any problem on our end. I explained this to her and she was to check with her credit union. I do not know why the institution would issue a...
Totes Isotoner, Corporation has verified multiple times the 2 pairs of slippers were credited back to the consumer's credit card. Our company issued a check to the consumer for the shipping charges of $15.50. Our company considers this a closed matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. I sent the 2 ill-fitting pairs of slippers back to your warehouse on 12/28/16. To-date I have only been reimbursed for ONE pair. I am still waiting for the second refund of $42.00. In addition I have requested reimbursement for the $15.50 I had to spend in order to send back slippers that did not fit based on the aforementioned reasons listed in the original complaint. This is not been reimbursed. I have no idea why the company feels they have addressed this issue when they have done nothing about it. This complaint will stay open until I am returned $57.50 to my card that was used to purchase these slippers. [redacted]
Regards,
[redacted]
This matter has been resolved by our Customer Care Team for [redacted] ***'s Acorn slipper Order
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID
***, and have determined that this does not resolve my complaint
3/14=Customer called to respond to businessShe sent a package on 2/8/with umbrellas that needed repairsThey were gifts, not purchasesShe also sent a money order for $She sent registered mail on 4/4/asking where were her two umbrellas? One is oversized and has the word "***" on it, the other is black with white flowersBoth needed repairsPlease repair and return, or advise as to the situation
Regards,
*** ***
3/- Per phone call from *** ***,I received two umbrellas in the mail Please close my complaint as resolved at this time
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Thank you for contacting us. The customer did not provide proof that she sent the umbrella with the check. we asked her for a copy of the cancelled check but she said it has not been cashed. we need proof that the defective product was sent along with the check. she cannot provide this so we have not sent a replacement. *** ***
3/9/12:PM ESTWe have emailed the customer directly requesting further information. The attached correspondence states 2/8/and 4/dates as matter of references
We are very sorry for the delayed responsePer the consumers complaint we did reach out to our factories with production specifications on the warehouse floorWe did find out that the umbrellas of the styles and were changed in manufacturing recently with the release of the new handles
The specification of the umbrella is actually inches, not the that was originally stated in my email to the consumer based on our in house specificationsThis sizing specifications have been changed to reflect on our websiteAs for the consumers complaint of not having specific instructions on how to measure that is in correctAs it was stated in one of our email correspondence that our frequently asked questions page (FAQ's) does list how to measure an umbrellaUmbrellas can be tricky based on the number of ribs they have as the measurement may not be from rib to rib if the ribs do not line upThe canopy is from one end over the top portion of the canopy directly to the other end of the canopy, this will get the 43" measurementThe consumer is asking for more than the original amount of the order, which we believe is not a valid requestSince the measurement was incorrect due to a factory floor change, we will be happy to issue a full refund of the order and the consumer can keep or donate the umbrellas to a local charityWe pride ourselves on manufacturing a quality product and try to list all information on our websites for a consumer to make a informed decision. Please advise if you there are any additional questions or concerns
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:I received the check for $last week and verified that I have been refunded for the two slipper purchasesUnfortunately the company has not indicated they will make changes to their poor customer service or confusing sizing system which prevents me from being a customer in the future
I have reviewed the response made by the business in reference to complaint ID ***, and find that this matter closed.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] I strongly feel this process was unfair, like Totes claim, they cannot send an replacement umbrella to me simply because I said so The same can be said for them, I had told them that I had the postal receipt for shipping the item to their facility, but they stated that was not good enough to honor my warranty At this point I can not trust them either! How do I know it was not lost during the process in their facility They keep claiming they needed the umbrella to process it, but they can not seem to understand that is the issue! I no longer have the umbrella or the check enclosed with the package because it was sent to them I also do not have the cancel check because they never process it I keep getting the run around with them, not to mention their customer care is extremely unprofessional and uncaringIf the package was lost, then I strongly feel a replacement should be granted because it was due to no fault of mine You warranty policy should not be so rigid and you should be able to adjust your protocols under these circumstances, your customer should not be treated like a criminal! My warranty should be honored! As your customer case representative stated they do not know what to send me because they do not know the make of my umbrella, right know I would be happy with any replacement I just want this to be over!
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a
close, we would like to know your view on the matter.]No I do not agree with the company response. I have stated many times that the package was sent. I told them I have the postal receipt for which the package was sent, but they stated that was not good enoughThey need the umbrella, but I do not have it. It was sent to them 4/11/
Regards,
*** ***
Again, the customer said the check was not cashed. We do not have her umbrella nor did we receive or cash the check. She knows this so we would not be able to send an umbrella. We do apologize but need the whole umbrella or the requested pieces/information to be able to send out an umbrella to her. We do not understand how she can expect us to send something out just because she said she sent it in to us. It very well could have been lost. *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your...
reference, details of the offer I reviewed appear below.
I returned both pair of slippers due to the incorrect sizing and misinformation posted on their website. I spent $15.50 (receipt attached) to ship these back not to mention a bunch of time dealing with this. I called their customer service the Friday after Christmas and left a message (because no one answers the phone) and no one returned my call to date. I submitted an online survey detailing my issues and no one has sent a response to date. I have received a refund for 1 but not 2 of these slippers. I have also not received a refund for my shipping costs which was the written request. Both of these need to be resolved. The company has in no way resolved or even addressed these complaints and their assumption that they have done so only further points to their incompetence.
Regards,
[redacted]
Revdex.com:Yes, full refund (including the original shipping charges I paid) while I don't have to send back the dis-satisfactory umbrellas will be fine. (I asked for a prepaid return shipping label AND full refund because it will be at least half of what I paid since it was not my fault they had wrong specs and send me umbrellas with wrong specs.)BTW, one end of metal spoke to the other end of metal spoke across the center anchoring button (not canopy) is 42.5" as I measured it. From one end of canopy across the center anchoring button to another end of canopy is 42".Regards,
[redacted]
As a one time courtesy we will ship you 2 replacement umbrellas. Noting they will not be exactly what your are claiming are in need of repair. (from 2016 and our company no longer carries) Also note that the umbrella supplied to you by your company "[redacted]" with the company name on it we cannot replace with a company name. Imprinted umbrellas companies imprint after they have purchased the umbrellas from our company.
I have talked to [redacted] and she needs to check with her credit union. We have issued the refund as we issue all refunds and do not see any problem on our end. I explained this to her and she was to check with her credit union. I do not know why the institution would issue a...
debit when it is a credit. Lois Cl.
Totes Isotoner, Corporation has verified multiple times the 2 pairs of slippers were credited back to the consumer's credit card. Our company issued a check to the consumer for the shipping charges of $15.50. Our company considers this a closed matter.
This Revdex.com scenario has been resolved by our company. (1/16/17)
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. I sent the 2 ill-fitting pairs of slippers back to your warehouse on 12/28/16. To-date I have only been reimbursed for ONE pair. I am still waiting for the second refund of $42.00. In addition I have requested reimbursement for the $15.50 I had to spend in order to send back slippers that did not fit based on the aforementioned reasons listed in the original complaint. This is not been reimbursed. I have no idea why the company feels they have addressed this issue when they have done nothing about it. This complaint will stay open until I am returned $57.50 to my card that was used to purchase these slippers. [redacted]
Regards,
[redacted]
This matter has been resolved by our Customer Care Team for [redacted]'s Acorn slipper Order.