Treehouse Brand Stores, LLC

The customer's order has been refunded and they can expect to receive the refund within the next 2 to 8 business days. Typically returns are processed within 3 weeks of the item's delivery to the warehouse, but due to the holiday, returns are being processed as quickly as possible, but are delayed...

due to higher than is typical volume.

The customer's order contained an item which was found to be on a backorder. The customer was advised of this and was refunded for the full cost of the order upon request. Typically backorder notices are sent when it is discovered that a product is oversold to inform the customer that their order...

will not be shipping as planned, but in this case, it appears to not be so.

Initial Business Response /* (1000, 6, 2015/07/14) */
The customer was provided with an RMA number and return instructions on July 13th via email in response to her ticket. We are able to provide a full refund upon receipt of her item back at our warehouse. If the customer would like to provide us...

with tracking information showing when the order is sent back, we will expedite her refund. She can do so by replying to her return instructions and the ticket will be escalated to a manager to process.
Initial Consumer Rebuttal /* (2000, 8, 2015/07/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept that they did finally contact me, only after hearing from you. However I will not be fully satisfied until the funds are deposited back into my account.

Revdex.com:please note that the [redacted] tracking system shows that there was a request for redelivery of the package and that this was never fulfilled by them. I would also like to be sure that the refund includes tax and shopping. I must reiterate my disappointment with your company and the need for me to have to file this complaint to get this matter taken care of
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, 6, 2015/09/02) */
We are showing that the order was not received by the carrier for shipping, so we will issue a full refund of the order. Unfortunately, response times to tickets are delayed due to an increase in new ticket volume. We are trying to get to...

tickets as quickly as possible to resolve each customer issue individually.

Initial Business Response /* (1000, 6, 2015/09/16) */
Customer support is unfortunately experiencing a very high ticket volume and are responding to all inquiries as quickly as possible. Unfortunately, the customer's order was paid for but not completed in our system. A full refund is being issued...

as well as a store credit offered due to a discount applied to the original order which has since expired, since the order is not able to be completed. The customer will receive an email from support with full details.

Initial Business Response /* (1000, 7, 2015/10/14) */
The customer has been provided with a copy of their order invoice and their order number. The order contains a pre-sale item and will not ship until the end of the month. All items are held and are shipped together. Due to an influx of customer...

support tickets, response times are delayed.
Initial Consumer Rebuttal /* (3000, 9, 2015/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am almost inclined to accept this response, however the underlying problem is still quite present.
First of all, I only received help after posting on their Facebook and Twitter pages (our Direct Message conversation is attached). After a week of waiting to hear from Customer Support, this was the only way I managed to get in contact with them.
The response "Due to an influx of customer support tickets, response times are delayed" was utterly predictable, and also extremely unacceptable. These people are running a business. If they don't have the manpower to answer tickets in a timely manner (48 hours is the standard, I believe), this needs to be looked into. Waiting weeks or, as I have seen, months, cannot be tolerated.
If I pay for a product online, I am paying for convenience, and peace of mind throughout my entire transaction, especially where pre-purchases are concerned. While the solution was simple enough, it came far too late and through far too much effort considering they have a Customer Support service that seems all but abandoned unless the business sees a complaint on their social media platforms.
This company not only needs to get their technical problems under control, but also desperately needs to work on their customer support system if almost every ticket requires the response "Due to an influx of customer support tickets, response times are delayed."
Until Treehouse Brand Stores acknowledges that they have serious customer support issues and makes a clear effort to do something about it, I will continue to reject their responses.

We are showing that USPS left a notice for pickup of the item on December 14th, but as the tracking link on the package has not shown that the order is delivered or returned to sender, we can consider the order to be lost in transit and issue a refund of the order, which the customer can expect to...

receive within the next 2 to 8 business days.

The customer's return was received and their order has been refunded. Due to a large amount of returns received during and after the holiday season, in addition to a large number of customer support requests, the response to his ticket was delayed as support agents work through tickets as quickly as...

possible.

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]

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]

Final Consumer Response /* (2000, 7, 2015/10/26) */
Finally received word back from the shipper and my order has been refunded

The customer received a response from a support agent Wednesday January 13th explaining that due to the holidays we have received more complaints than normal. She requested a preferred resolution and the customer has requested a refund, which is issued January 18th. The customer will receive a...

refund for the damaged book only.

Initial Business Response /* (1000, 6, 2015/12/11) */
A replacement has been sent to the customer. Due to a large number of customer support tickets we have received, we are working to get all customers responded to and issues handled as quickly as possible.
Initial Consumer Rebuttal /* (2000,...

8, 2015/12/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After filing a complaint with Revdex.com I was immediatly contacted by the company and a replacement product was sent that was acceptable.

Initial Business Response /* (1000, 11, 2015/07/24) */
A return label has been sent so the wrong item can be returned free of charge, and the correct size item was sent. Per tracking provided to the customer on Tuesday July 21st, the correct item was delivered on July 17th. Unfortunately, response...

times are higher than normal due to an influx of tickets related to a site glitch. If the customer has not received the return label, they are able to contact the responding agent by replying to their ticket and we can send a new one.

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]

Complaint: [redacted]
I am rejecting this response because:This still does not account for the gross mishandling of my order nor the lack of communication in response to my tickets or updates. I could understand the policy, if I ordered an item on this past Monday and it was shipping today then it would be understandable the customer couldn't update their address. However, in this case it was almost a month later before the item even shipped, due to the multiple delays. Which again, they failed to communicate until I reached out to them. I may also add when I updated my ticket saying I would pursue a legal action, I got a response in two days. Prior to that, it was 11 days of radio silence after I asked a manager to contact me. After the manager finally reached out to me, and I replied back to her, I got an update 6 hours later. Beforehand, I could bet on not getting a response for a least a few days. This was grossly mishandled by them, plain and simple. The communication has been lackluster to say the least and as stated above, it takes saying you'll pursue legal action to get a manager to respond to you.I will gladly accept my refund with the restocking fee waived which is the least they could do. However, with everything I listed above and paying extra shipping with more than ample time to ship my order to the right address. I feel I deserve the hoodie I initially ordered from them as compensation, for all the legwork I had to do to get anything out of them. I do not feel I'm being unreasonable with that request especially after the examples I gave in my initial contact with the Revdex.com & in the first paragraph of this response. 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  I did receive a refund and the issue is resolved.  It was not resolved in a timely manner.
Sincerely,
[redacted]

The customer's order has been refunded in full. Per store policy, which has been provided to the customer, any changes made to the customer' s account, including new addresses do not affect any of the customer's open orders. To change the shipping address, the customer must provide this information...

to customer support and if the order is not shipped, the shipping address is able to be changed. For orders which are returned to the sender, the store policy states that the order is to be refunded less the shipping charges and any fees associated with the return. A supervisor was able to make an exception to this policy. This charge was waived and the customer was provided with a full refund, which they can expect to see refunded back to the original form of payment in the next 2 to 8 business days.

Final Consumer Response /* (2000, 12, 2015/12/07) */
Hello
I finally received my order, weeks later. There was never any communication from them, and they never answered any of my queries.
They did finally respond to my online request AFTER the item was delivered and that was to close my...

help request.
Their "Customer Service" is still the worst I have ever, ever seen.
But, I did receive the items.
Thank you!