We responded to the customers concern within a few hours offering to ship out another necklace and asking if she wanted to exchange the dress for another size since she said it was too bigHowever, after looking through her pictures we can see the issue is the customer didn't tie the bow around the waist and this is why it doesn't look like our pictureOnce it is tied it should fit fine just as we designed and advertised itShe then wrote back the next morning that she filed a complaint on the Revdex.com despite our customer service rep offering her optionsThe support ticket was then escalated and we responded in a few hours with the following:Hi [redacted] ,Once again we apologize that the dress you received is not as expected and the necklace that you received was broken.We sincerely apologize for the issues! Would you like to return the dress for a full refund, exchange or credit?I have prepared a return shipping label so that you can return it to usPlease include a note as to what you would like the returns department to do with the returned dress and necklaceThe return label was sent in a separate emailPlease let me know if you do not receive it.Please contact our customer service team again, if you need any further assistance!At this point the customer has not used the return label we provided via email so that she can get a refundOnce we get the items back then a refund will be processed and given to the customer
Case #: [redacted] There was a delay on one of the items with our supplierOnce we got the item in we shipped the order on October 26th and it delivered on the 29th
The customer purchased pre-order items that would ship within weeksWe did ship them on-time on August 1st, 2016: [redacted] Also, we usually respond to support tickets within 24-hours, however, there was a delay in receiving her ticket in our software
Case #: [redacted] The customer’s order shipped on September 25th and delivered on the 28thThe customer requested a refund and we couldn’t process a refund because they had an open dispute with PaypalSince the customer received their order later due to a delay with our supplier we offered a partial refund and the customer could keep the itemsThe customer accepted our offer and a gift card has been sent now as well
Case #: [redacted] We shipped part of the customer’s order in shipments on November 3rdWe responded to the customer about the items that we were unable to ship and they changed the items to something else and the order has been shipped in full
Case #: [redacted] We offered the customer a few options for the items that we were unable to shipThey chose to just get a refund and we processed the refund on November 21st
The customer's ordered contained pre-order items that were delayed with our supplierThis only effected a very small percentage of the orders were processed and we are sorry about the issues/delaysAs soon as we received the items (about a week ago) we shipped this order out and it has been delivered nowWe are also going to email the customer a gift card for the inconvenience
Case #: [redacted] There was an item delayed with our supplier, however, we did ship the customer’s pre-order on October 15th and tracking shows it delivered on the 26thThe customer was checking the wrong tracking number initially and this was the reason for the confusion
There was a rare situation that caused some items on our website to show in stock when they were actually sold outWe fixed the issue as fast as we could but a few orders like this one went throughWe processed the full refund on 8-and cancelled the customers order as requested
Sometimes items do get delayed with our supplierWe stayed in contact about the delayed items and the customer could have cancelled the order or changed it to something else at any time
The customer's order contained a headband that was delayed by our supplier, they requested a refund and our support team was a few days behind so the refund was processed a few days late (on Monday)Due to the issues/delays we are going to email the customer a gift card as well
Case #: [redacted] We responded to all of the customer’s questions within 24-hoursThe issue was the beanie hat was out of stock so we contacted the customer to change that item and sent a headband instead and we shipped the order on October 15th and it delivered on the 18th in time for the holiday as promised
Case #: [redacted] On March 24th we responded to the customer’s request to return the items and provided the address to send them backThen some of the messages the customer sent initially didn't get created as tickets due to an Fb error, so the next message we saw was on April 5th and we replied with a link to the return labelOn April 23rd the customer said that the items had been returned and we replied that we would check with our returns department to see if it had been processedOnce it did get processed on May 13th we refunded the customer
This customer's order contained pre-order items that were delayed with our supplier due to errors in production. This only effected a small percentage of our customers and we are sorry it happened. The good news is we shipped this order about 10 days ago and it has been delivered now. We are also... going to email the customer a gift card due to the delays.
Case #: [redacted] We shipped the customer’s order on November 17th and the USPS had some delays updating the trackingHowever, tracking shows it delivered in time for the holiday on the 23rd
Case #: [redacted] We shipped the order on November 18th to arrive before the holiday, however, the customer’s address was wrong because the post office returned the package as no such number. So we processed a full refund on December 9th when the package came back to us.
Some of the items in this order were delayed week with our supplier and the order was shipped out on 10/The customer emailed us on 10/once it shipped and said if all items are received then they would cancel the dispute and remove their Revdex.com review
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] ***
Case #: [redacted] The customer opened several tickets instead of replying the same one and this caused some confusion between our support teamThe customer ordered an item that was delayed with our supplier and we were going to refund that item and ship the restHowever, the item came in and we shipped the entire order on October 22nd and it delivered in time for the holiday on October 25th
We responded to the customers concern within a few hours offering to ship out another necklace and asking if she wanted to exchange the dress for another size since she said it was too bigHowever, after looking through her pictures we can see the issue is the customer didn't tie the bow around the waist and this is why it doesn't look like our pictureOnce it is tied it should fit fine just as we designed and advertised itShe then wrote back the next morning that she filed a complaint on the Revdex.com despite our customer service rep offering her optionsThe support ticket was then escalated and we responded in a few hours with the following:Hi [redacted] ,Once again we apologize that the dress you received is not as expected and the necklace that you received was broken.We sincerely apologize for the issues! Would you like to return the dress for a full refund, exchange or credit?I have prepared a return shipping label so that you can return it to usPlease include a note as to what you would like the returns department to do with the returned dress and necklaceThe return label was sent in a separate emailPlease let me know if you do not receive it.Please contact our customer service team again, if you need any further assistance!At this point the customer has not used the return label we provided via email so that she can get a refundOnce we get the items back then a refund will be processed and given to the customer
Case #: [redacted] There was a delay on one of the items with our supplierOnce we got the item in we shipped the order on October 26th and it delivered on the 29th
The customer purchased pre-order items that would ship within weeksWe did ship them on-time on August 1st, 2016: [redacted] Also, we usually respond to support tickets within 24-hours, however, there was a delay in receiving her ticket in our software
Case #: [redacted] The customer’s order shipped on September 25th and delivered on the 28thThe customer requested a refund and we couldn’t process a refund because they had an open dispute with PaypalSince the customer received their order later due to a delay with our supplier we offered a partial refund and the customer could keep the itemsThe customer accepted our offer and a gift card has been sent now as well
Case #: [redacted] We shipped part of the customer’s order in shipments on November 3rdWe responded to the customer about the items that we were unable to ship and they changed the items to something else and the order has been shipped in full
Case #: [redacted] We offered the customer a few options for the items that we were unable to shipThey chose to just get a refund and we processed the refund on November 21st
The customer's ordered contained pre-order items that were delayed with our supplierThis only effected a very small percentage of the orders were processed and we are sorry about the issues/delaysAs soon as we received the items (about a week ago) we shipped this order out and it has been delivered nowWe are also going to email the customer a gift card for the inconvenience
Case #: [redacted] There was an item delayed with our supplier, however, we did ship the customer’s pre-order on October 15th and tracking shows it delivered on the 26thThe customer was checking the wrong tracking number initially and this was the reason for the confusion
There was a rare situation that caused some items on our website to show in stock when they were actually sold outWe fixed the issue as fast as we could but a few orders like this one went throughWe processed the full refund on 8-and cancelled the customers order as requested
Sometimes items do get delayed with our supplierWe stayed in contact about the delayed items and the customer could have cancelled the order or changed it to something else at any time
Complaint: [redacted] I am rejecting this response because:This issue is about MONTHS old Sincerely, [redacted]
The customer's order contained a headband that was delayed by our supplier, they requested a refund and our support team was a few days behind so the refund was processed a few days late (on Monday)Due to the issues/delays we are going to email the customer a gift card as well
Case #: [redacted] We responded to all of the customer’s questions within 24-hoursThe issue was the beanie hat was out of stock so we contacted the customer to change that item and sent a headband instead and we shipped the order on October 15th and it delivered on the 18th in time for the holiday as promised
Case #: [redacted] On March 24th we responded to the customer’s request to return the items and provided the address to send them backThen some of the messages the customer sent initially didn't get created as tickets due to an Fb error, so the next message we saw was on April 5th and we replied with a link to the return labelOn April 23rd the customer said that the items had been returned and we replied that we would check with our returns department to see if it had been processedOnce it did get processed on May 13th we refunded the customer
This customer's order contained pre-order items that were delayed with our supplier due to errors in production. This only effected a small percentage of our customers and we are sorry it happened. The good news is we shipped this order about 10 days ago and it has been delivered now. We are also... going to email the customer a gift card due to the delays.
Case #: [redacted] We shipped the customer’s order on November 17th and the USPS had some delays updating the trackingHowever, tracking shows it delivered in time for the holiday on the 23rd
Case #: [redacted] We shipped the order on November 18th to arrive before the holiday, however, the customer’s address was wrong because the post office returned the package as no such number. So we processed a full refund on December 9th when the package came back to us.
Some of the items in this order were delayed week with our supplier and the order was shipped out on 10/The customer emailed us on 10/once it shipped and said if all items are received then they would cancel the dispute and remove their Revdex.com review
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] ***
Case #: [redacted] The customer opened several tickets instead of replying the same one and this caused some confusion between our support teamThe customer ordered an item that was delayed with our supplier and we were going to refund that item and ship the restHowever, the item came in and we shipped the entire order on October 22nd and it delivered in time for the holiday on October 25th