Triple T Studios

I attached a timeline for the customer complaint and our response.This customer purchased a handbag and a wallet from us on July 15, On July 27, at 6:pm she emailed us asking “How do I go about returning a purse that I purchased from your company?” Our Returns and Refunds policy is clearly posted on our site We responded to her email on July at 9:am explaining she could return the handbag in the original packaging The handbags are shipped with protective plastic wrapping around the handles, over the name plate and over the protective metal feed on the bottom of the handbag The cross-body strap is wound up and secured with protective plastic wrap and placed inside the zipper compartment in the handbagThe handbag is them placed in a woven fabric bag and then the handbag inside the woven bag is placed inside a plastic bag for more protection Tissue is placed inside the shipping box on the bottom, the handbag is placed on top and more tissue is placed on the top On August we received another email from the customer asking if she would be I was wondering if I will be getting a refund that I had to pay “I was wondering if I will be getting a refund that I had to pay on postage to send a package back to you I didn't pay shipping when I ordered the item, so I was just wondering The customer mailed the handbag back on August 4, according to the *** postage time stamp on the box with the returned handbag We opened the box to find the handbag thrown into the box No wrapping on the handlesThe protective plastic was removed from the handles, the name plate, the protective feet on the bottom of the handbag The cross-body strap was unwrapped and attached to the handbagThere was no woven fabric bag, no plastic bag, no tissue paper, no protection at all We received the returned handbag on August and sent the following email at 1:pm I received the Pretty in Pink Cat Handbag but it is not in the original packaging The strap has been unwrapped and the protective plastic wrap has been removed from the handles and the protective feet on the bottom In addition, the purse was shipped back in the box without the woven protective bag and plastic bag or any protection at all just loose in the boxI am unable to re-stock this handbag in this condition Why did you remove all the packaging and protective material if you didn’t plan to keep this handbag? No we do not refund return shipping charges The customer emailed at 3:pmI gave the bag as a gift to someone else, not for myself and they didn't like the style of itI had already thrown away the packaging, not knowing they wouldn't want the purseSorry, but I can't do anything about it I don't want the purse, since I already have a purse And emailed again at 3:pmI hope that I am still going to get a refund for the purse My friend does like the walletThat came with the purse Again, I'm sorry for any trouble but I can't do anything about it We emailed the customer at 4:pm Hi,I am not sure why you would discard the dust cover and protective wrapping when you gave the purse as a gift.Please see out Returns and Refunds policy[redacted] Without the original packaging I can’t re-stock this handbagThe customer emailed again at 4:pmOkay Than what am I suppose to do? I do not want the handbag back, so don't botherShipping it to me I would like a refund on the item I removed the covers, because They didn't look nice on it to give as a gift Why are you being so mean about all of this.I can assure you that I will not be shopping with your company ever againWe responded to her email again at 4:pm Asking you to return the handbag in the original packaging and condition is not being “mean” This is our policy We work hard to provide quality merchandise at reasonable prices and support global conservation projects This is a used handbag We cannot re-stock or sell this handbag nowSo we are out the cost of the shipping and the cost of the handbag The best we can offer is a partial refundAt 4:the customer email us: Fine, just do the partial refund than Your company will not be a recommendation to myFriends and family that is for sure The customer then filed a complaint with [redacted] The explanation she gave [redacted] for the dispute was: The buyer reported that their order was significantly different from your original descriptionThe customer also disputed the entire purchase of the handbag and the wallet for a total of $ The customer did not return the wallet This action froze the funds in [redacted] until they can reviewWe responded with the email thread and images of the returned handbagThe case is still waiting for review We received an email from the customer asking when she would be receiving her refund We responded that we were processing her partial refund when we received the notice from [redacted] that she had disputed the purchaseWe responded with the following email on August We cannot process the partial refund because you filed a claim for the full refund of $You kept the wallet, yet are demanding a refund for it along with the used handbag you returned to us You tossed the handbag into the box without the fabric dust cover and plastic bag for protections You didn’t place any tissue paper, plastic or other material to keep the handbag from being damaged during shipping You returned to us a used and damaged bag that we cannot restock or sellThe first email you sent asked us about returning a handbag(attached below)Our response clearly stated you can return the handbag in the original packaging You knew you didn’t have the original packaging and had removed the protective plastic wrap, so you could have emailed back and stated this fact and asked for next stepsOur Returns and Refunds Policy is clearWe have returns and exchanges, but we have never had anyone return a used product without the original packaging, keep a wallet, and demand a full refund The only thing left for you to do is drop the [redacted] claim and we process the partial refund or wait for [redacted] to determine the result We have submitted the images and the email thread for [redacted] to review The customer responded: If this is all going to become an issue, than I want the handbag back I will keep itMyself and not bother giving it as a gift to anyone I want it back immediately Heck withFooling around with partial or full refunds! I have also took the liberty of reporting to the *** On August 18, 8:pm, the customer sent the following email: I have put in an order to cancel the dispute over the charge of the handbag I also let the [redacted] know that you are threatening an attorney on me It is my legal right to reportYour company and there is nothing you can do about thatI would like the purse returned to me immediately That handbag is legally mine, so you cannotWithhold it from me I am not messing around with an Attorney I have already paid thousands of dollars to have one of my children put to sleep and do not have money to pay an attorney There were several emails from the customer demanding her partial refundThen on August at 7:pm the customer emailed us: I have removed the charge dispute from [redacted] As far as I can tell, it has been dropped Now, please return my handbag to me at the following address: The dispute was not removed and is still waiting review at this timeOn August 23, we responded once again to the customer with this email This charge dispute has not been dropped It is still active in [redacted] We are now preparing our response to the [redacted] claim you initiatedOn August at 12:pm the customer responded with this email: Well, you are seeing a different page than I am with *** *** I dropped the dispute, theyMust be continuing it I also dropped the claim with the ***, so I don't know whatIs going on there I'm telling you now, to return the purse to me immediately, or I will have to press chargesTo have it returned Because the customer’s claim escalated to threats we forwarded the email threads to our attorney We sent the customer an email on Since you persist in making claims about our company, I have forwarded the email thread where you admit to keeping the Pretty in Pink Cat Wallet and returning the handbag without the original packaging and protective wrapping, the [redacted] complaint and the [redacted] complaint to our attorneyYour accusations are and are damaging to our company’s reputationThe customer continued to demand we send the handbag back to her We responded one last time with an email including a screen shot from [redacted] showing the dispute is still active.This is the email This is the last time I will respond to you Further communication will be from our attorneyYou did not drop the [redacted] Dispute Here is a screenshot of the Claim from today, August 23, 12:pm You did not drop the [redacted] claim It is still activeWe spoke with Catherine from the [redacted] Dispute Resolution Team.Your accusations are and are damaging to our company’s reputationThe customer responded with the following threatening email: Fine, have your "attorney" call me That purse had better be in my possession withinThe next week, and it had better be in the same condition I returned it to you, withoutAny marks on it The funds are still frozen We are awaiting [redacted] to review to release the funds

I attached a timeline for the customer complaint and our response.This customer purchased a handbag and a wallet from us on July 15, 2016. On July 27, at 6:15 pm she emailed us asking  “How do I go about returning a purse that I purchased from your company?” Our Returns and Refunds...

policy is clearly posted on our site.   We responded to her email on July 28 at 9:45 am explaining she could return the handbag in the original packaging.  The handbags are shipped with protective plastic wrapping around the handles, over the name plate and over the protective metal feed on the bottom of the handbag.  The cross-body strap is wound up and secured with protective plastic wrap and placed inside the zipper compartment in the handbag. The handbag is them placed in a woven fabric bag and then the handbag inside the woven bag is placed inside a plastic bag for more protection.  Tissue is placed inside the shipping box on the bottom, the handbag is placed on top and more tissue is placed on the top.  On August 4 we received another email from the customer asking if she would be I was wondering if I will be getting a refund that I had to pay “I was wondering if I will be getting a refund that I had to pay on postage to send a package back to you.  I didn't pay shipping when I ordered the item, so I was just wondering.  The customer mailed the handbag back on August 4, according to the [redacted] postage time stamp on the box with the returned handbag.   We opened the box to find the handbag thrown into the box.  No wrapping on the handles. The protective plastic was removed from the handles, the name plate, the protective feet on the bottom of the handbag.  The cross-body strap was unwrapped and attached to the handbag. There was no woven fabric bag, no plastic bag, no tissue paper, no protection at all.   We received the returned handbag on August 5 and sent the following email at 1:37 pm I received the Pretty in Pink Cat Handbag but it is not in the original packaging.  The strap has been unwrapped and the protective plastic wrap has been removed from the handles and the protective feet on the bottom.  In addition, the purse was shipped back in the box without the woven protective bag and plastic bag or any protection at all just loose in the box. I am unable to re-stock this handbag in this condition.  Why did you remove all the packaging and protective material if you didn’t plan to keep this handbag? No we do not refund return shipping charges.    The customer emailed at 3:14 pmI gave the bag as a gift to someone else, not for myself and they didn't like the style of it. I had already thrown away the packaging, not knowing they wouldn't want the purse. Sorry, but I can't do anything about it.  I don't want the purse, since I already have a purse.  And emailed again at 3:51 pmI hope that I am still going to get a refund for the purse.  My friend does like the walletThat came with the purse.  Again, I'm sorry for any trouble but I can't do anything about it.  We emailed the customer at 4:19 pm Hi,I am not sure why you would discard the dust cover and protective wrapping when you gave the purse as a gift.Please see out Returns and Refunds policy.[redacted] Without the original packaging I can’t re-stock this handbag. The customer emailed again at 4:37 pmOkay.  Than what am I suppose to do?  I do not want the handbag back, so don't botherShipping it to me.  I would like a refund on the item.  I removed the covers, because They didn't look nice on it to give as a gift.  Why are you being so mean about all of this.I can assure you that I will not be shopping with your company ever again. We responded to her email again at 4:44 pm Asking you to return the handbag in the original packaging and condition is not being “mean”.  This is our policy.  We work hard to provide quality merchandise at reasonable prices and support global conservation projects.  This is a used handbag.  We cannot re-stock or sell this handbag now. So we are out the cost of the shipping and the cost of the handbag.  The best we can offer is a partial refund. At 4:53 the customer email us: Fine, just do the partial refund than.  Your company will not be a recommendation to myFriends and family that is for sure.  The customer then filed a complaint with [redacted].  The explanation she gave [redacted] for the dispute was: The buyer reported that their order was significantly different from your original description. The customer also disputed the entire purchase of the handbag and the wallet for a total of $111.53.  The customer did not return the wallet.  This action froze the funds in [redacted] until they can review. We responded with the email thread and images of the returned handbag. The case is still waiting for review.  We received an email from the customer asking when she would be receiving her refund.  We responded that we were processing her partial refund when we received the notice from [redacted] that she had disputed the purchase. We responded with the following email on August 18. We cannot process the partial refund because you filed a claim for the full refund of  $111.53. You kept the wallet, yet are demanding a refund for it along with the used handbag you returned to us.   You tossed the handbag into the box without the fabric dust cover and plastic bag for protections.  You didn’t place any tissue paper, plastic or other material to keep the handbag from being damaged during shipping.  You returned to us a used and damaged bag that we cannot restock or sell. The first email you sent asked us about returning a handbag. (attached below). Our response clearly stated you can return the handbag in the original packaging.  You knew you didn’t have the original packaging and had removed the protective plastic wrap, so you could have emailed back and stated this fact and asked for next steps. Our Returns and Refunds Policy is clear. We have returns and exchanges, but we have never had anyone return a used product without the original packaging, keep a wallet, and demand a full refund.  The only thing left for you to do is drop the [redacted] claim and we process the partial refund or wait for [redacted] to determine the result.  We have submitted the images and the email thread for [redacted] to review.  The customer responded: If this is all going to become an issue, than I want the handbag back.  I will keep itMyself and not bother giving it as a gift to anyone.  I want it back immediately.  Heck withFooling around with partial or full refunds! I have also took the liberty of reporting to the [redacted].  On August 18, 8:41 pm, the customer sent the following email:  I have put in an order to cancel the dispute over the charge of the handbag.  I also let the[redacted] know that you are threatening an attorney on me.  It is my legal right to reportYour company and there is nothing you can do about that. I would like the purse returned to me immediately.  That handbag is legally mine, so you cannotWithhold it from me.  I am not messing around with an Attorney.  I have already paid thousands of dollars to have one of my children put to sleep and do not have money to pay an attorney.   There were several emails from the customer demanding her partial refund. Then on August 22 at 7:07 pm the customer emailed us: I have removed the charge dispute from [redacted].  As far  as I can tell, it has been dropped.  Now, please return my handbag to me at the following address:  The dispute was not removed and is still waiting review at this time. On August 23, we responded once again to the customer with this email  This charge dispute has not been dropped.  It is still active in [redacted]. We are now preparing our response to the [redacted] claim you initiated. On August 23 at 12:46 pm the customer responded with this email: Well, you are seeing a different page than I am with [redacted].  I dropped the dispute, theyMust be continuing it.    I also dropped the claim with the [redacted], so I don't know whatIs going on there.  I'm telling you now, to return the purse to me immediately, or I will have to press chargesTo have it returned.  Because the customer’s claim escalated to threats we forwarded the email threads to our attorney.  We sent the customer an email on Since you persist in making false claims about our company, I have forwarded the email thread where you admit to keeping the Pretty in Pink Cat Wallet and returning the handbag without the original packaging and protective wrapping, the [redacted] complaint and the [redacted] complaint to our attorney. Your accusations are false and are damaging to our company’s reputation. The customer continued to demand we send the handbag back to her.  We responded one last time with an email including a screen shot from [redacted] showing the dispute is still active.This is the email content:  This is the last time I will respond to you.  Further communication will be from our attorney. You did not drop the [redacted]  Dispute.  Here is a screenshot of the Claim from today, August 23, 2016 12:52 pm.  You did not drop the [redacted] claim.  It is still active. We spoke with Catherine from the [redacted] Dispute Resolution Team.Your accusations are false and are damaging to our company’s reputation. The customer responded with the following threatening email:  Fine, have your "attorney" call me.  That purse had better be in my possession withinThe next week, and it had better be in the same condition I returned it to you, withoutAny marks on it.    The funds are still frozen.  We are awaiting [redacted] to review to release the funds.