V.A.B. Ventures, LLC

On 11/20/2017, the customer purchased a pair of Dolce & Gabbana shoes from our company via Overstock.comThe shoes we sent the customer were brand newUpon receiving the shoes, the customer decided she wanted to return them because they were uncomfortable, and we happily issued her an RMA code to do soOur return policy on Overstock.com is as follows: "You can initiate a return for most new and unopened items within days from delivery for a full refundYou must return items in new or unused condition with all original materials included in the shipmentWe inspect all returned items and award a partial refund for opened or used products." Several weeks passed before we received the customer's returnUpon inspection, it was evident that the shoes had been worn (see attached photos)The heels of the shoes had scuffing and the soles were discolored with black speckles and staining from liquidThe customer claims that we sent the shoes to her this way (we did not), yet she made no mention of the shoes being worn upon receiving themHer reason for returning the shoes was simply that they were uncomfortableIt was not until we would not offer her a full refund, that she claimed the shoes we sent her were worn We offered to take the shoes back with a 50% restocking fee or return them to herThe customer was uncooperative and refused either optionUltimately, we returned the shoes back to herWe regret the customer was not happy with our decisionHowever, her return was clearly not in compliance with our return policy's guidelines for a full refund, and Overstock.com stated to us that they stand behind us in this matterIf the customer would like to return the shoes, our offer of a 50% refund still standsThank you

We were experiencing a temporary glitch with our registration process, and as a result, the customer was having difficulty logging into their accountThe customer emailed us about this issue at 9:28am on 10/11/We responded to them at 12:05pm, roughly hours later, with instructions on how
to access their accountThe customer successfully logged into their account shortly thereafter -- the very same day -- and the issue was resolvedWe regret that the customer did not allow us adequate time to respond to their issue and resolve the situation, before filing this complaintWe feel that this matter did not warrant a formal complaint against our business, as it was a relatively basic issue which was resolved in a timely manner, when the customer simply reached out to us

We stand behind our initial offer of a 50% restocking feeThe Dolce & Gabbana shoes returned to us had obvious signs of use and were clearly wornThe pictures we provided as evidence were, undoubtedly, of the shoes the customer returned to usThe customer states the RMA was issued the same day she received the shoes and that she decided to return them the same moment she tried them on, however, the tracking number for the customer's return, *** via UPS, shows that the shoes were not dropped off with UPS to be returned to us until days after the customer received them (the customer received the shoes on 11/24/2017, as indicated by FedEx tracking number ***)We returned the shoes to the customer, as previously mentioned, however, the customer has refused to accept themAs of today, despite the customer's claim, we have not received the shoes; they are still in transit with USPS (tracking number ***)On 1/18/18, we received word from Overstock.com that the customer has disputed the charge with her credit card companyAs such, we will be vigorously defending ourselves in this matterWhat's more, Overstock.com has reiterated that they are standing behind us in this matter and are actively working to help us defend ourselvesHad the customer returned the shoes to us in their original, unused condition, we would have gladly refunded her in fullThank you

I am rejecting this response because:
I am rejecting this response because:I can not accept the offer that LUX LAIR sending to me. The shoes were not worn by me. And I will stand on it. What pair of shoes LUX LAIR were using to take a pictures from I don't know, they were sent back to them in the same condition. RMA were issued the same day as I received the shoes from Overstock.com, I decided to return it the same moment as I tried them on.LUX LAIR sent shoes back to me after I returned it to them. I refused to accept the box and the post office placed the label on it "Refused" and LUX LAIR received the box back on January 8, 2018. I am the outstanding customer for OVERSTOCK.com for many years and never ever had any issues with them. I have all emails from Overstock.com, I spoke to the Customer Relation from the Headquarter for Overstock.com and they are not standing behind any of us, this case is only between LUX LAIR and me.As proof that LUX LAIR always sent shoes not in the brand new condition I attached some photos from the previous pair of shoes that I ordered from Overstock.com but it was sold by LUX LAIR. As you can see that the condition is not perfect as it should if you sell brand new shoes, especially brand names. Unfortunately, I have no pictures from the pair of shoes that were sent back to LUX LAIR.I will accept on 5% discount for the refund but only because I wish to close this case and not to have it in my mind. The shoes were sent back exactly in the condition that were received by me. And I will stand on it.

On 11/20/2017, the customer purchased a pair of Dolce & Gabbana shoes from our company via Overstock.com. The shoes we sent the customer were brand new. Upon receiving the shoes, the customer decided she wanted to return them because they were uncomfortable, and we happily issued her an RMA code...

to do so. Our return policy on Overstock.com is as follows: "You can initiate a return for most new and unopened items within 30 days from delivery for a full refund. You must return items in new or unused condition with all original materials included in the shipment. We inspect all returned items and award a partial refund for opened or used products." Several weeks passed before we received the customer's return. Upon inspection, it was evident that the shoes had been worn (see attached photos). The heels of the shoes had scuffing and the soles were discolored with black speckles and staining from liquid. The customer claims that we sent the shoes to her this way (we did not), yet she made no mention of the shoes being worn upon receiving them. Her reason for returning the shoes was simply that they were uncomfortable. It was not until we would not offer her a full refund, that she claimed the shoes we sent her were worn.  We offered to take the shoes back with a 50% restocking fee or return them to her. The customer was uncooperative and refused either option. Ultimately, we returned the shoes back to her. We regret the customer was not happy with our decision. However, her return was clearly not in compliance with our return policy's guidelines for a full refund, and Overstock.com stated to us that they stand behind us in this matter. If the customer would like to return the shoes, our offer of a 50% refund still stands. Thank you.