Tresor Rare of Maui

Complaint # [redacted] Customer Information: [redacted] [redacted] is another case that we disregarded our return policyI handled it myself the customer took the products home and opened a part of her packageshe contacted us well after the return period of our return policy has endedat that time she had her products at home in the mainland we communicated for a while and decided together that she will ship the products to us and we will refund the whole purchase as a courtesy it took a while for that to happen, and by the time to do the refund we couldn't reverse the credit card transactionswe sent her a check for the full amount the issue was resolved with a full refund

Complaint: [redacted] I am rejecting this response because: their response is actually no response at all There are no specific words about my complaint They only stated a company policy which will not bring us to a resolution 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 I was able to obtain a refund from the merchantI believe it was because they were aware I had filed a complaintIt still took me minutes and was very uncomfortableThe sales tactics of this business would be better suited to tijuanaCustomer service is not their specialty and I was very upfront about this with them Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 12, 2014/05/07) */ Dead ***, Please mail your products to us at: GRATiAE [redacted] Please use a trackable shipping method (USPS registered mail would suffice) with signature confirmation Once we receive your items we will issue you a refund, providing they have not been opened [redacted] , GRATiAE, [redacted]

Customer has filed a dispute for the purchase she made at our store through her credit card issuer According to company policy we cannot respond or communicate anything until the dispute process has been completed

thank you for contacting me and giving me a chance to resolve this issue with the customer...this is the first time we hear of this complainti sent the customer an email to start working on this matter with herwill update after it is resolved BTW this is my current email- [redacted] @gmail.com

From: [redacted] [mailto: [redacted] ] On Behalf Of [redacted] Sent: Sunday, February 08, 6:PMTo: InfoSubject: claim resolved I wanted to inform you that Complaint ID [redacted] has been resolved with a partial refund I appreciate your assistance [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] I would have preferred to return the whole purchase but we did come to an agreement on a partial return and credit for returned product I would not purchase from this company again under any circumstances Their sales tatics are that of a purchase at a Time Share, high pressure to purchase and to encourage you to buy, they offer many free items which in the end are not free, the customer is charged for themI do accept some responsibility for not paying enough attention to the receipt, but it was the last port on a cruise I was on and being on holiday in Maui, what can I say My inattention made me an easy target for the sales rep Also their return policy is not very good as they only allow a few days and as I was at sea for five more days returning to my home port I did not notice the sales receipt until I got home I was unable to reach them until after the Revdex.com got involed and had to call the eastern U.Sto even get a customer service number as the store never answered their phone Sincerely, [redacted] ***

Paid 4000.- $ for products I have never received. The products are still in the Store and guess what - no one cares, they just try to ignore the Situation away. Looks like they feel it is ok to take the Money and keep the products.
Worst Company ever.
Most useless „Customer Service“ - should be named rare rip off center or Tresor heist Crew.
I am trying to solve this Situation since a half year, but this Company seems to not have even 1 Person who´d be able to solve a generally easy and clear Situation. They only know 1 Thing: TAKE MONEY - no matter how.
Several contacts promissed to take care and solve the Situation, but it´s always the same waste of time. Big promisses followed by no Action. Usually when I buy something or have paid something, I become the new owner of the product, but not here. I have receipts, I have instructions for use, but the paid products are at the shop,... how funny, I guess MY products are having fun with MY Money at the same place. Seems to be daily Business for this guys.
Since I didn´t receive the products I have opened a complaint with my credit Card Company and it is unbelievable, but this guys refused it by telling I had signed their "no refunds policy". I thought "no refunds" would apply to products that are brought back to the shop by a csutomer.
But it seems to be like: customer gives Money and at this Point the Business is over and done. Because even if they keep the products paid by a customer, there is this "no refunds policy".
LOL - this is such a bad joke and it is so unbelievable fraudulent.

Complaint: ***
I am rejecting this response because: their response is actually no response at all There are no specific words about my complaint They only stated a company policy which will not bring us to a resolution
Sincerely,
*** ***

Dear ***,Our refund policy, which is clearly stated on the receipt you were given at the time of purchaseIt reads as follows:Thank You For Your Patronage.Refund & Exchange Only For Items Picked Up In-Store Returned Unopened Within Days Of Purchase No Refund Or Exchange On Open
Items No Refund Or Exchange On Items Purchased For ShipmentIt is also clearly stated on a sign next to the cash register at the store, in accordance with Hawaii state lawYou should have absolutely no problem receiving a refund. If you had in fact returned to the store and were denied a refund for whatever reason (providing you had your receipt and you did not open the product) then the associate at the store has made a mistake.We have inquired with the staff who were working at the store yesterday, May 5th 2016, and you did not in fact return for a refundplease feel free to do so at your earliest convenience

Customer has filed a dispute for the purchase she made at our store through her credit card issuer
According to company policy we cannot respond or communicate anything until the dispute process has been completed

Our last night on Maui, we went into Lahaina to walk around the shops & have dinnerI managed to get sucked into this shop, along with my teenage daughtersThe salesman was very charming & promised the girls a body scrub & body lotion "at no charge" if I got the facial peel I was looking atThrew in other items as wellI paid for the peel, but was told to come back after dinner & he'd have all of my items wrapped & ready for meFound that odd, but was in a good mood & didn't dwell on itWhen I arrived to pick up my bag, he wanted to show me another product for eyes that treat dark circles & fine lines...greatI liked what I saw, and thought I'd try itHe took me to the computer to show me the price so that id know it was valid & again, threw in another product
Imagine my surprise when I returned home & found via the company's website that the product I was shown & paid for was completely different from the product that was sent home with meThe first time I called the store, asking to speak with the manager, the woman who answered was extremely rudeShe told me she was in the middle of a demonstration & didn't have time to deal with meSaid the manager is in & out, didn't know when he'd be in, and then proceeded to hang up on meWhen I called back later, I was given ***'s cell phone number & he did not seem surprised to be receiving the callHe argued with me, accused me of attacking (as he made multiple condescending remarks to me), and then proceeded to tell me that not only are the two products that are offered on the website identical (he claimed that they were repackaging it due to "knock-offs" on Amazon), BUT the price had just been reduced and that was why there was a discrepancyWhen I pointed out that I had been shown the product & price on their store's computer, he then tried to convince me that their had been a problem with communication because of the sales associates accentI didn't buy into any of it, but knew that I would get nowhere with him and decided to speak with Customer Service at *** *** ***, who oversees the distribution of these productsI called them the following day (time difference) and was told that not only were the products indeed different, but they were not repackaging and the product I received had never been listed for the price that it was sold for ($higher)I called *** back and confronted him with these factsHe continued to deny these facts, argued that his own company's information was false, and wanted to know who I spoke withHe offered to send me product, despite the fact that I wanted a refund of the amount overcharged I insisted on the refund and stated that I did not want any product from himMy last interaction with *** was a reply to the email that I sent asking when the refund would be given, as I had not received any correspondence and a credit had not been issued on my cardHis response was "I'm sorry you have to be so suspicious with us:)
I hope I have given you good customer service and maybe you will feel safe to work with us in the future." I actually laughed when I read thatI've received the refunded amount, but will never return (though the products are decent)I would recommend avoiding this establishment Had I not checked the company's website to see what other products they had, I would have never known that I had been charged for one product and given a lower-valued one in its place

We are in contact with the customerWe have agreed to issue a partial refund once we receive some of the products back from the customer

Message:I filed a complaint against Gratiae of Lahaina the summer of That complaint has been resolvedThank you for your attention to my problem.*** ***

Complaint #[redacted] Customer Information: [redacted]    before I answer the customer complaint,  a quick note about our return policy, and shipping process  we offer our customers 3 days to return their products with no questions asked. However, we do not issue refunds at...

all on open items, Installment plans or shipped items for obvious reasons. they are High end cosmetic products, we cannot re-sell them as used products.  our return policy is stated on every receipt and on a large sign by the register as mandated by law. to make sure our customers are well informed about our no refund policy on items processed for shipment-  we created separate shipping form, either electronically or physical paper. all our forms require the customer to acknowledge that he/she have read it and signed for it. if they sign for a 0% installment plan they get a copy on the spot either via email or physical copy.  ill be happy to send you copies of our forms for your viewing.  our shipping process is a service. strictly optional. its mostly subsidized to make it affordable and in a lot of cases its even free. In  the past, we had customers that bought from us for thousands of dollars and had products stole from them in transit and/or had products damaged in their suitcases. so we offer them the service to make their life easier and by that to help our sales.  our shipping process is executed by an independent division that is in charge of picking up the products, packing and shipping them within 48 hours of purchase. unless a customer strictly notes differently on our forms. our main customer concern/complaint is to get the products asap. and it does take time to get them out of the islands. so we do our best to expedite the process.    regarding the complaint itself:  the customer did try the products at our store and liked them. there was no problem with the products or salespeople.  the customer had buyers remorse concerning the cost. we tried to work with her and explain our return policy to her. obviously there was no way for us to communicate. in addition to this complaint, the customer had issued a dispute with her credit company. once a sale is disputed, we cannot offer a refund anymore. the credit company has to issue the refund.  To resolve the issue, after we received our products back, (and in contradiction to our return policy) we notified the credit company that we would like the customer to get her money back. and as far as I know, she did receive it.

Dear [redacted],
Our refund policy, which is clearly stated on the receipt you were given at the time of purchase. It reads as follows:
Thank You For Your Patronage.Refund & Exchange Only For Items Picked Up In-Store Returned Unopened Within 3 Days Of Purchase....

 No Refund Or Exchange On Open Items.  No Refund Or Exchange On Items Purchased For ShipmentIt is also clearly stated on a sign next to the cash register at the store, in accordance with Hawaii state law. You should have absolutely no problem receiving a refund. 
If you had in fact returned to the store and were denied a refund for whatever reason (providing you had your receipt and you did not open the product) then the associate at the store has made a mistake.
We have inquired with the staff who were working at the store yesterday, May 5th 2016, and you did not in fact return for a refund. please feel free to do so at your earliest convenience.

Complaint: [redacted]
I am rejecting...

this response because: their response is actually no response at all.  There are no specific words about my complaint.  They only stated a company policy which will not bring us to a resolution.
Sincerely,
[redacted]

Customer has filed a dispute for the purchase she made at our store through her credit card issuer.  According to company policy we cannot respond or communicate anything until the dispute process has been completed.

Complaint #[redacted] Customer Information: [redacted]  [redacted] is another case that we disregarded our return...

policy. I handled it myself.  the customer took the products home and opened a part of her package. she contacted us well after the return period of our return policy has ended. at that time she had her products at home in the mainland.  we communicated for a while and decided together that she will ship the products to us and we will refund the whole purchase as a courtesy.  it took a while for that to happen, and by the time to do the refund we couldn't reverse the credit card transactions. we sent her a check for the full amount.  the issue was resolved with a full refund.