Touch of Modern

Initial Business Response /* (1000, 5, 2015/11/05) */
Customer was contacted by one of our support agents on 11/03/2015 and a refund is being processed.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2016/01/20) */
Customer was issued a full refund of $84.99 on January 5th, 2016.

Initial Business Response /* (1000, 5, 2015/02/27) */
Hello [redacted],
For this we did issue you a RMA (Return Merchandise Authorization) for this item. This RMA was going to cover the cost of the item being sent back and was also going to provide a full refund upon receipt. It appears...

that you have sent this item back to us, as the tracking showed shipment information that was updated yesterday. However, since you filed a chargeback we will not be able to issue you a refund as our credit card provider will not allow us to until the chargeback is approved or denied. This process can not be expedited as it is at the discretion of your credit card company. So as it stands there can be no resolution that you requested because of the chargeback that you instigated. If it turns out that we actually win the chargeback we will then refund the charges back to your credit card as soon as we are able.

Initial Business Response /* (1000, 5, 2016/01/20) */
Customer was granted a full refund of $104.94 on December 28th, 2015.

Initial Business Response /* (1000, 7, 2015/01/09) */
Hello [redacted],
I am so sorry for the delay in our response to your initial inquiry! We were certainly quite behind on emails during the holiday season and were having difficulties catching up. It looks like there was a return label...

sent to you but we will no longer require that the item be returned to us. I have issued a full refund to your credit card, you should see that refund in 3 to 4 business days.
I hope we can consider this matter closed and we are very sorry for any inconvenience this may have caused!
Initial Consumer Rebuttal /* (2000, 9, 2015/01/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 8, 2015/07/13) */
Hello [redacted],
I am sorry for the condition your Pinocchio Barrique Bottle was received in. I have refunded this charge back to your account, you should see that refund in 3 to 4 business days. Hopefully this has resolved the issue...

and we apologize for any inconvenience this may have caused.
Initial Consumer Rebuttal /* (2000, 10, 2015/07/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2016/03/08) */
Contact Name and Title: [redacted], CSR Lead
Contact Phone: XXXXXXXXXX ext [redacted]
Contact Email: [redacted]@touchofmodern.com
Hi
Thank you for following up regarding this matter.
We apologize for not responding to [redacted] sooner. Our...

customer service team is working hard to respond to all inquiries in a timely manner. Upon review, it appears that this matter has been resolved on 3/2 at 2:32pm. Our agent was able to reply to [redacted]'s inquiry and has initiated a return back to our fulfillment team. The return is scheduled to arrive on 3/11, in which, a credit will be processed to the customer's account. An email confirmation will also be sent to [redacted] once the credit has processed.
Please let us know if we are able to assist with any further questions or concerns. We're happy to help!
Thank you!

Initial Business Response /* (1000, 5, 2014/06/03) */
Hello [redacted],
We are very sorry that this is the way that your order was received! This is not the experience we want you to expect when purchasing from our site. This was the first time we had used this designer on our website and...

we were sad to hear of this outcome. We have since contacted the designer to inform them of the defect and will make sure this does not happen again.
I have refunded this order back to your credit card, you should see that refund in 3 to 4 business days. Again we are very sorry for any inconvenience this may have caused and I hope we have found a resolution to this issue!
Initial Consumer Rebuttal /* (2000, 7, 2014/06/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They submitted me a full refund. I'm very satisfied with this response, and happy that we were able to come to an agreement.

As of Thursday, May 11 at 11:56 am, our watch specialist has arranged a Return Merchandise Authorization
Hi, [redacted].Thanks for confirming.I've arranged a return RMA and you'll receive an email with a return label and directions. Once the return is received and processed by the RMA coordinator, the...

refund will be initiated towards the original form of payment.Jason
Sincerely,
[redacted]
Sr Director, Customer Service
Touch of Modern

Initial Business Response /* (1000, 9, 2014/12/31) */
Hello [redacted],
We are sorry for the experience you had with our website! It looks like this has been refunded but I have also issued a refund for the $5.95 that remained on the order.
We certainly hope this resolves the matter and...

want to ensure that this not the normal behavior you can expect from our company.

Complaint: [redacted]I am rejecting this response because: it is poor business practice to inaccurately punish consumers for doing nothing wrong. I have complied entirely with the requirements for ordering and this have no reason for these arbitrary punishments. I refuse to accept any resolution that simply closes the matter with any "apology," especially one that includes calling me a "petty fraudster."Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/12/22) */
The shipping on those items was a flat rate, and would be the same regardless of the number of items shipped. Customer has been offered a partial store credit, but refused. No further action can be taken at this time.
Initial...

Consumer Rebuttal /* (3000, 7, 2015/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company told me that if all the items were defective I would have received a FULL refund. They also admitted they understood where I was coming from with my request. When I said that I would not shop there again they offered a partial store credit. Based on this although they claim I cannot get refund on shipping for one article they have the ability to do so and are refusing.
Complaint Response Date bumped because: Holiday

Initial Business Response /* (1000, 5, 2014/04/08) */
Hello [redacted],
I am very sorry that we missed the deadline for the delivery of this item! This is at most times out of our control as we try our best to make sure these items are delivered by the stated delivery date. We obviously...

missed the mark on this order and again we are sorry for any inconvenience this may have caused. I have credited your Touch of Modern account $15.00 in hopes that you will give us another chance to make this up to you!
Please let us know if you have any further questions!

Final Consumer Response /* (3000, 9, 2014/09/02) */
They recently sent me the return label and I have returned the items and am awaiting a refund to my credit card. Thanks

Initial Business Response /* (1000, 8, 2015/07/13) */
Hello [redacted],
I am sorry for the condition your Pinocchio Barrique Bottle was received in. I have refunded this charge back to your account, you should see that refund in 3 to 4 business days. Hopefully this has resolved the issue and we...

apologize for any inconvenience this may have caused.
Initial Consumer Rebuttal /* (2000, 10, 2015/07/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/11/05) */
Customer has been sent an RMA label to send the item back and receive a refund.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/10/26) */
Customer has been contacted by the head of Touch of Modern's support department to process a return and either full refund or store credit. Customer has also been granted an additional store credit for the trouble.
Initial Consumer Rebuttal...

/* (3000, 7, 2015/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unacceptable response from company. They have allowed me to return item however they should be reimbursing me for the $23 in shipping costs. I would not have incurred the shipping cost fee if they had canceled the order as instructed to. Also, I should not have to pay for shipping the items back to them. Also would like company to clearly state on their website that orders cannot be canceled once placed. Also, their shipping costs need to be clearly stated before one submits their orders. They charged an extra $15 to ship to Hawaii-a US state, via USPS, which should cost $7.

Initial Business Response /* (1000, 5, 2016/03/08) */
Contact Name and Title: [redacted], CSR Lead
Contact Phone: XXXXXXXXXX ext [redacted]
Contact Email: [redacted]@touchofmodern.com
Hi
Thank you for following up regarding this matter.
We apologize for not responding to [redacted] sooner. Our customer...

service team is working hard to respond to all inquiries in a timely manner. Upon review, it appears that this matter has been resolved on 3/2 at 2:32pm. Our agent was able to reply to [redacted]'s inquiry and has initiated a return back to our fulfillment team. The return is scheduled to arrive on 3/11, in which, a credit will be processed to the customer's account. An email confirmation will also be sent to [redacted] once the credit has processed.
Please let us know if we are able to assist with any further questions or concerns. We're happy to help!
Thank you!