Complaint: [redacted] I am rejecting this response because: a refund should have been issued weeks ago when they couldn’t tell me where my order was Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/08/18) */ Hi [redacted] , We're sorry that our multiple phone conversations and emails have not been sufficient to resolve this issue with youWe are sorry that the address was not input correctlythough our system cannot and does not change addressesIt can only take what is input when the customer submits an order, and the order is not submitted immediately upon returning from PayPalYou were shown the address as transmitted from PayPal, and chose to press "submit," even though PayPal had apparently transmitted an incorrect addressAnd we are sorry that you did not receive your item because the address was input incorrectly You were of course refunded for the item once the package had been returned to sender to our warehouse, due to the incorrect address, as is proper for any returned packageYou were also in fact initially offered the same discount on another color of the item, though the sale had long endedYou initially declined this offer, insisting that you wanted the exact bra you had initially orderedWe explained that, unfortunately, it was impossible, as we did not have any of that item to send to youAt the end of that conversation with our representative, it was further explained that the extended discount offer could not be offered again if declinedYou declined it again, and ended the call On top of speedily refunding you what you were duly owed for the returned item, we also added store credit to your account, to cover free shipping, if you wanted to find something else you liked and place an order, despite your insistence that you no longer wanted anything from us and would never shop with us againYou have more than been compensated for the issue, and we regret that we cannot, in addition to all we have already provided and offered you, comply with your additional retroactive requests, which are far outside of any standing policy or practiceWe also regret that you found the resolutions and credits offered to be insufficient, but we went above and beyond our stated policies, in good faith, in an attempt to resolve the situation for youWe truly hope that you find a great-fitting bra somewhere, with policies that are more to your liking, and your store credit will always be valid should you choose to try again with us Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/09/11) */ Hello True&Co, The first thing I would like to address is that the information you replied with is inaccurateTo start with, we did not have "multiple phone conversations and emails." The moment I received a notification that my "returned item" had been received, I called your customer service departmentWe spoke, and yes, I was speedily refundedHowever, it is completely worth your notice that I should not have had to ask for a full refundMy item was sent back as "return to sender," and, as such, all associated costsincluding shippingshould have been immediately refunded, rather than just the cost of the itemTo have charged me for an item I never received in any way would have been theft in such circumstancesYour customer service in that regard is not at fault, but doing by merely doing their job it does not mean that they provided exemplary service In my discussion with your customer service representative I was then informed that I would be completely unable to receive the promotion I had used to buy the initial item, and that the item I had bought had been sold outWhen I inquired about waiting for you to inventory the returned itemthat had been marked received by your warehouseand then having it resent to my address, I was told that would be too difficult to do from your end even though I was willing to waitDespite the fact that this would mean in no uncertain terms that True&Co does have the item I was supposed to receive in their hands, I understood the difficulty in tracking down the item and asked about my other optionsI was then told I could get the item in another color, howeverit would not be at the cost I originally paidThe other items were not at a sale price, but your representative said they could match it given the circumstancesHowever, the 15% discount I had used during the promotional period would not be applicable What this meant was that for an item in a color not of my choice, I would have to pay $more to receive it I then asked if instead, I could get this discount to be applied to another item of my choiceIf I could not match the exact price, I wanted other optionsI was told no It was only then, after finding that I would not be able to receive an equivalent price for item I paidi.e., an exchangeor that I would not be able to have an "extended sale" of sorts to compensate for the missed promotion, that I said I was not interested in getting anything from your store I then sent an email directly after my conversation to register that I had a complaint and see if anyone would do more to resolve the issue with meIt stated that I should receive a response in business days It took daysbusiness daystotal to receive a response, and the only reason I received a response at that point was because on day I sent another email to the company stating that I had received no response and was unhappyThe response back was short, stating that I had received appropriate service and there was nothing more that True&Co could doOnly after finding no recourse with your company did I then register this complaint with the Revdex.com Based on the information I have now relayed, you can see that there was one phone call and one email each, not multipleAnd that your customer service representative did not offer me an exact price match, but a compromise for a different color at a higher costLastly, your "speedy refund" was actually a mishandling on your company's end that if not complied with, would have been registered as illegal Additionally, in your response you tried to shift blame for the mishandling of the address to meYou stated that PayPal did not transmit the address properly, and that I had submitted it incorrectly, yet in my email you know I attached the email notice of my PayPal confirmationIt showed the full addressYour script must not have lifted from both address linesHow this is in any way my fault or PayPal's, when I've given you documentation to show that PayPal sent you the correct address, is completely beyond me and shows that you are #SorryNotSorry, to put it more colloquiallyIf you apologize, I at least expect sincerity The last thing I would like to address is that you completely ignored the other customer service issue I wrote about: timely responseIt took me prompting a response through a second email to get any reply to my complaintSince when is days, business days, an acceptable response time? Especially when a time frame of business days is already given on the site? I know that for myself, it only validates the True&Co experience I have been privy to I tried to resolve this issue directly, but I was given a sub-par offer instead of a price-equivalent exchangeI waited months for a sale on your site, and acted immediately when I saw one; giving me free shipping did not cover the cost I had originally received during the promotional period, meaning that it was and still is a completely irrelevant offer to my situationI have not been trying to act retroactively, but sent an email directly after my phone callto which I was given no response originallyHad it been responded to more immediately, you would have been able to see that this is not a retroactive issue, but an ongoing one that I have been seeking resolution for Let me again state: what occurred was not my fault, but the business'The business refused to work to send back the item, even though it had been received and was within their possession I do not want a freebieI want proper and timely service, and I want an equivalent exchange to the monetary amount I paid for that exact itemI do not need free shipping: I need a price match to the sale + discount price with shipping calculated into the final price, coming to $totalOr I need a discount code (which could expire the next day after you provide me with it, or be applied by your own representative to an order through email or phone) for 15% which can be applied to sale itemsLiterally, in terms of cost, I am asking for a discount total of $3.45, since the item matched at sale price without shipping differed by only that amountFrom your end, this is a small amount to allow to make a fuss overFrom my end, it's worth it because I have received substandard service, cannot get the actual item I ordered due to a mistake made by the business, and have spent a substantial amount of time trying to resolve thisI deserve the amount, however small, if it brings attention to the way you treat your consumers I am trying to amicably resolve things in a mediated and public manner, and would appreciate it if you had the professional courtesy to not shift the blame to me, inaccurately state the facts, or fail to address all the points I make Thank you, [redacted]
Good Morning, We have been in communication with Jennifer and determined her package was lost in transit A full refund was issued on 4/along with a shipping credit for a future purchase Thank you, [redacted] * Customer Service Supervisor
Thank you for sharing your feedback about your experience with us.I am very sorry to hear of your recent disappointment with your experience with True&CoWeassure you that customer satisfaction is our top priority and we want the service at our companyto reflect that principle.We acknowledge that your order was shipped to an incorrect address, possibly due to an error inour systemUnfortunately, as stated in our online Help Center, we are unable to make any orderor address changes once an order is submitted to the websiteWe do apologize for anyinconvenience caused by this system limitation.We do see that you attempted to contact us twice on the date that your order was placed, June 5,It appears that a new representative responded to your email, but the response wassubmitted incorrectly and was therefore not delivered to youWe apologize for this error.Your return was received by our warehouse on July 3, with USPS tracking [redacted] Due to the [redacted] dispute that was filed on June 20, we were notable to process your refund as the funds were being held by [redacted] .A follemail was sent to you on July 13, indicating that we could not process a refundto your [redacted] account because of the dispute that was filed.The [redacted] Dispute Resolution Center indicates that your refund was processed on August 13,to your [redacted] account.The True&CoCustomer Experience team has contacted the consumer via email to inquire ifthere is anything further True&Cocan do to resolve this issue
Complaint: [redacted] I am rejecting this response because: a refund should have been issued weeks ago when they couldn’t tell me where my order was Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/08/18) */ Hi [redacted] , We're sorry that our multiple phone conversations and emails have not been sufficient to resolve this issue with youWe are sorry that the address was not input correctlythough our system cannot and does not change addressesIt can only take what is input when the customer submits an order, and the order is not submitted immediately upon returning from PayPalYou were shown the address as transmitted from PayPal, and chose to press "submit," even though PayPal had apparently transmitted an incorrect addressAnd we are sorry that you did not receive your item because the address was input incorrectly You were of course refunded for the item once the package had been returned to sender to our warehouse, due to the incorrect address, as is proper for any returned packageYou were also in fact initially offered the same discount on another color of the item, though the sale had long endedYou initially declined this offer, insisting that you wanted the exact bra you had initially orderedWe explained that, unfortunately, it was impossible, as we did not have any of that item to send to youAt the end of that conversation with our representative, it was further explained that the extended discount offer could not be offered again if declinedYou declined it again, and ended the call On top of speedily refunding you what you were duly owed for the returned item, we also added store credit to your account, to cover free shipping, if you wanted to find something else you liked and place an order, despite your insistence that you no longer wanted anything from us and would never shop with us againYou have more than been compensated for the issue, and we regret that we cannot, in addition to all we have already provided and offered you, comply with your additional retroactive requests, which are far outside of any standing policy or practiceWe also regret that you found the resolutions and credits offered to be insufficient, but we went above and beyond our stated policies, in good faith, in an attempt to resolve the situation for youWe truly hope that you find a great-fitting bra somewhere, with policies that are more to your liking, and your store credit will always be valid should you choose to try again with us Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/09/11) */ Hello True&Co, The first thing I would like to address is that the information you replied with is inaccurateTo start with, we did not have "multiple phone conversations and emails." The moment I received a notification that my "returned item" had been received, I called your customer service departmentWe spoke, and yes, I was speedily refundedHowever, it is completely worth your notice that I should not have had to ask for a full refundMy item was sent back as "return to sender," and, as such, all associated costsincluding shippingshould have been immediately refunded, rather than just the cost of the itemTo have charged me for an item I never received in any way would have been theft in such circumstancesYour customer service in that regard is not at fault, but doing by merely doing their job it does not mean that they provided exemplary service In my discussion with your customer service representative I was then informed that I would be completely unable to receive the promotion I had used to buy the initial item, and that the item I had bought had been sold outWhen I inquired about waiting for you to inventory the returned itemthat had been marked received by your warehouseand then having it resent to my address, I was told that would be too difficult to do from your end even though I was willing to waitDespite the fact that this would mean in no uncertain terms that True&Co does have the item I was supposed to receive in their hands, I understood the difficulty in tracking down the item and asked about my other optionsI was then told I could get the item in another color, howeverit would not be at the cost I originally paidThe other items were not at a sale price, but your representative said they could match it given the circumstancesHowever, the 15% discount I had used during the promotional period would not be applicable What this meant was that for an item in a color not of my choice, I would have to pay $more to receive it I then asked if instead, I could get this discount to be applied to another item of my choiceIf I could not match the exact price, I wanted other optionsI was told no It was only then, after finding that I would not be able to receive an equivalent price for item I paidi.e., an exchangeor that I would not be able to have an "extended sale" of sorts to compensate for the missed promotion, that I said I was not interested in getting anything from your store I then sent an email directly after my conversation to register that I had a complaint and see if anyone would do more to resolve the issue with meIt stated that I should receive a response in business days It took daysbusiness daystotal to receive a response, and the only reason I received a response at that point was because on day I sent another email to the company stating that I had received no response and was unhappyThe response back was short, stating that I had received appropriate service and there was nothing more that True&Co could doOnly after finding no recourse with your company did I then register this complaint with the Revdex.com Based on the information I have now relayed, you can see that there was one phone call and one email each, not multipleAnd that your customer service representative did not offer me an exact price match, but a compromise for a different color at a higher costLastly, your "speedy refund" was actually a mishandling on your company's end that if not complied with, would have been registered as illegal Additionally, in your response you tried to shift blame for the mishandling of the address to meYou stated that PayPal did not transmit the address properly, and that I had submitted it incorrectly, yet in my email you know I attached the email notice of my PayPal confirmationIt showed the full addressYour script must not have lifted from both address linesHow this is in any way my fault or PayPal's, when I've given you documentation to show that PayPal sent you the correct address, is completely beyond me and shows that you are #SorryNotSorry, to put it more colloquiallyIf you apologize, I at least expect sincerity The last thing I would like to address is that you completely ignored the other customer service issue I wrote about: timely responseIt took me prompting a response through a second email to get any reply to my complaintSince when is days, business days, an acceptable response time? Especially when a time frame of business days is already given on the site? I know that for myself, it only validates the True&Co experience I have been privy to I tried to resolve this issue directly, but I was given a sub-par offer instead of a price-equivalent exchangeI waited months for a sale on your site, and acted immediately when I saw one; giving me free shipping did not cover the cost I had originally received during the promotional period, meaning that it was and still is a completely irrelevant offer to my situationI have not been trying to act retroactively, but sent an email directly after my phone callto which I was given no response originallyHad it been responded to more immediately, you would have been able to see that this is not a retroactive issue, but an ongoing one that I have been seeking resolution for Let me again state: what occurred was not my fault, but the business'The business refused to work to send back the item, even though it had been received and was within their possession I do not want a freebieI want proper and timely service, and I want an equivalent exchange to the monetary amount I paid for that exact itemI do not need free shipping: I need a price match to the sale + discount price with shipping calculated into the final price, coming to $totalOr I need a discount code (which could expire the next day after you provide me with it, or be applied by your own representative to an order through email or phone) for 15% which can be applied to sale itemsLiterally, in terms of cost, I am asking for a discount total of $3.45, since the item matched at sale price without shipping differed by only that amountFrom your end, this is a small amount to allow to make a fuss overFrom my end, it's worth it because I have received substandard service, cannot get the actual item I ordered due to a mistake made by the business, and have spent a substantial amount of time trying to resolve thisI deserve the amount, however small, if it brings attention to the way you treat your consumers I am trying to amicably resolve things in a mediated and public manner, and would appreciate it if you had the professional courtesy to not shift the blame to me, inaccurately state the facts, or fail to address all the points I make Thank you, [redacted]
Good Morning, We have been in communication with Jennifer and determined her package was lost in transit A full refund was issued on 4/along with a shipping credit for a future purchase Thank you, [redacted] * Customer Service Supervisor
Thank you for sharing your feedback about your experience with us.I am very sorry to hear of your recent disappointment with your experience with True&CoWeassure you that customer satisfaction is our top priority and we want the service at our companyto reflect that principle.We acknowledge that your order was shipped to an incorrect address, possibly due to an error inour systemUnfortunately, as stated in our online Help Center, we are unable to make any orderor address changes once an order is submitted to the websiteWe do apologize for anyinconvenience caused by this system limitation.We do see that you attempted to contact us twice on the date that your order was placed, June 5,It appears that a new representative responded to your email, but the response wassubmitted incorrectly and was therefore not delivered to youWe apologize for this error.Your return was received by our warehouse on July 3, with USPS tracking [redacted] Due to the [redacted] dispute that was filed on June 20, we were notable to process your refund as the funds were being held by [redacted] .A follemail was sent to you on July 13, indicating that we could not process a refundto your [redacted] account because of the dispute that was filed.The [redacted] Dispute Resolution Center indicates that your refund was processed on August 13,to your [redacted] account.The True&CoCustomer Experience team has contacted the consumer via email to inquire ifthere is anything further True&Cocan do to resolve this issue