Venus Swimwear Inc / Winter Silks LLC

March 18,
We appreciate the opportunity to respond to Ms***’s concerns about our complaint resolution dated Monday, March 16,
Based on the information submitted to us, Ms*** rejected the response because she did not receive the credit slip and because of how the $for the credit slip appeared on the invoice as a shipping label feeShe also communicated that she feels that we need to change how this type of transaction appears on invoices
As communicated in our response on Monday, 3/16, the credit slip was going to be mailed out that dayThe transaction was keyed on Wednesday, 3/and the credit slip was printed on Friday, 3/to be mailed out on Monday, 3/The transaction for the credit slip is shown under ***We were able to pull the credit slip and void it before we put it in the mail, which is what we included in the initial responseWe also processed a refund to Ms***’s credit card the same day
We attached a copy of the voided credit slip as reference
We appreciate Ms***’s concern about how the $deduction refunded in form of a credit slip appears on the invoiceWe try our best to prevent any confusion about transactionsWe value Ms***’s feedback and will look into how we can further improve how these type of transaction appear on customer accounts
We hope the additional information will be satisfactory and would like to thank you again for allowing us to respond to Ms***’s concerns

Complaint: ***
I am rejecting this response because: this process started on 3/and it is now 3/and I did not receive this $as of yetThe US postal service does not take that longI will not be happy until this is resolved.
Regards,
*** ***

Complaint: ***
I am rejecting this response because: First of all I did not receive a credit slip second of all that is not how it appeared on the return slip as I initially complained aboutIt appeared as a $25 shipping returnif it was not a $shipping return I need a full explanation as to why they would lodge it as return shipment labelIf it in fact was not a shipping label they need to change how they do their business because that creates a lot of undue anxiety.
Regards,
*** ***

April 17, 2015
We appreciate the opportunity to review Ms. [redacted] concerns about her [redacted] Credit Card account. All [redacted] credit cards are issued and serviced by [redacted]. We do not have access to the financial transactions, including late fees and returned check charges. We sent an...

inquiry to the bank asking them to look into Ms. [redacted] concerns. We just received a response from [redacted] stating that they also received the same complaint submitted through the Revdex.com and that they will reply directly to the Revdex.com.
Thanks again for contacting us. We value Ms. [redacted] business and hope that her concerns will be resolved soon.

May 17, 2016 Thanks for giving us another opportunity to respond to Ms. [redacted]’s concerns. Ms. [redacted] stated in her rejection to our first response that she does not want any of our gift certificates or credit vouchers.  She further communicated that we always have an excuse instead of fixing our shipping department. She also added a concern that was not part of the initial complaint about us showing clothes on our website that are discontinued when she tries to order. The items then disappear from our website, which she feels is false advertising. We are truly sorry that Ms. [redacted] feels so badly about her experiences with our company.  We do our best to provide all customers with a pleasant shopping experience and resolve any problems quickly and to everyone’s satisfaction. Although we believe we responded to Ms. [redacted]’s concern and followed through on the desired outcome as stated in her initial complaint, we have since voided the credit slip we issued on May 13th. Further review of transactions on Ms. [redacted]’s order history revealed that only $25.00 was due in form of a credit slip because the remaining $2.00 had already been refunded to her [redacted] ending in [redacted]. We processed the $2.00 refund on April 1st after responding to a prior Revdex.com complaint from her.  We have decided to issue the $25.00 back to Ms. [redacted]’s [redacted] even though it was a complimentary gift card and a monetary refund is not due since Ms. [redacted] did not purchase the gift card. We are doing this as a courtesy to resolve Ms. [redacted]’s concern, but won’t be able to issue financial refunds for complimentary cards or credit slips for future transactions. In response to Ms. [redacted]’s concern about discontinued items we would like to assure Ms. [redacted] that we make all attempts to order quantities based on projected consumer demand. The images are removed from our website as quickly as possible once available inventory is depleted, if the product doesn’t meet our specifications, or if we are unable to obtain the product from a vendor. While these situations are infrequent, they do sometimes happen. Thanks again for giving us the opportunity to respond to Ms. [redacted]’s concern.  Our Customer Care Specialists are available 24/7 to assist Ms. [redacted] if she has any further concerns.

January 20, 2016
We appreciate the opportunity to reply to Ms. [redacted]’s response to our initial resolution.
Ms. [redacted] stated that she also included the brown leggings in her return package. She also stated that she returned a grey draped surplice top and a lace inset top.
The refund for the grey surplice top was issued as part of our initial response. The item number is [redacted] from order# [redacted]. We issued a full credit of $22.00 for that item, plus the initial shipping/handling fee of $10.95 to Ms. [redacted]’s [redacted] Card ending in [redacted] on 1/14/16.
We received the lace inset top, which is item# [redacted] on January 15th. The item was from order# [redacted]. The purchase price was $29.00. We issued a refund of $22.05 after deducting the cost for our pre-paid return label. Credit was issued back to the original method of payment, which was Ms. [redacted]’s [redacted] ending in [redacted] We will also issue an additional refund of $6.95 for the pre-paid return label as a customer courtesy today.
Additionally, we refunded the full purchase price of $14.00 for the brown leggings ([redacted]) today, which Ms. [redacted] states she returned as well. The additional credits should appear on Ms. [redacted]’s accounts within 2 – 3 business days.
Thanks again for allowing us to respond to Ms. [redacted]’s concern. We value Ms. [redacted]’s business and hope this resolution is satisfactory.

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. 
Regards,
[redacted]

January 20, 2016
Thanks for allowing us to respond to Ms. [redacted]’s concern.
Ms. [redacted] stated that she returned a shirt and placed a note in the bag requesting an exchange for another size. She is requesting a different sweater free of charge with free overnight shipping. The purchase price for the original item was $22.00.
The $22.00 purchase price references back to the grey surplice top we issued a full refund for based on the concerns Ms. [redacted] expressed in her complaint id# [redacted]. We have not yet received the package with the item, but issued a full refund in good faith after receiving the complaint id shown above.
We have issued a full refund for all items in question and have also refunded initial shipping/handling as well as return label fees, which are normally not refundable. Unfortunately, we won’t be able to also send out a free sweater. We would be happy to take a new order for the same or a different item, if Ms. [redacted] would like to place a new order.
Thanks again for allowing us to respond to Ms. [redacted]’s concern. We value Ms. [redacted]’s business and hope this resolution is satisfactory.

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. 
Regards,
[redacted]

February 9, 2016
Thank you for giving us the opportunity to respond to Ms. [redacted]’s complaint. We strive to resolve customer concerns quickly and to the satisfaction of our customers. We truly appreciate the feedback when we fail to do so.
Ms. [redacted] expressed concerns about how our free shipping...

promotions are advertised and also how merchandise returns affect refunds when the return drops the order total below the qualifying amount for free standard shipping. Ms. [redacted] recommended that we change our guidelines to assess no more than a prorated amount. Ms. [redacted] also communicated her concern about the $6.95 prepaid return label fee.
Upon reviewing Ms. [redacted]’s order history, we found that she recently returned two items from the order she placed with us on December 27, 2015. The total order amount was $133.00, which qualified the order for free standard shipping. Ms. [redacted] returned two items for a total value of $44.00. Unfortunately, the return dropped the total order amount below the qualifying free shipping threshold.
The promotional guidelines are currently disclosed on the order form located in the center of each catalog and also on our website under free shipping details. The verbiage states that “if you return items that reduce the sale total to below $100, you will be charged for ground shipping.” The charge is assessed on the order total customers keep or the minimum shipping fee if all items are returned.
We are so sorry about the confusion and dissatisfaction this has caused. It appears that Ms. [redacted] contacted us on February 4, 2016 at which time we refunded the $12.95 shipping charge previously deducted from her refund. We did not deduct the $6.95 charge for our prepaid return label because Ms. [redacted] communicated the items were defective.
We are continuously reviewing promotional guidelines and truly appreciate Ms. [redacted]’s feedback. We value any feedback our customers provide us with and will include Ms. [redacted]’s concerns when we review our guidelines for free shipping promotions.
We apologize for any inconvenience and hope that this resolves Ms. [redacted]’s concerns to her satisfaction.

June 8, 2015
Thanks for giving us the opportunity to respond to Ms. [redacted]’s rejection of our initial response.
Ms. [redacted] rejected the response stating that she feels the shipping/handling fees are deceptive and that she isn’t willing to pay the original shipping fees. She also stated that she is doesn’t agree with the $6.95 return label fees for each return.
The shipping/handling fees are disclosed in the center of our catalogs and also on our website. The $6.95 return label fee is disclosed on the back of the label just above the return instructions. We are very sorry that Ms. [redacted] is so dissatisfied with her experience and we have refunded all shipping fees.
We also contacted [redacted] and asked them if they could remove the finance charge of $2.00, which they did. The finance charge of $2.00 was removed from Ms. [redacted]’s [redacted] account on June 3rd. We keyed the shipping credits of $14.90 per order ($7.95 + $6.95) on June 3rd as well. It usually takes 2 -3 business days before credits post back to [redacted] or bank accounts. We verified that [redacted] received the credits and posted them back to Ms. [redacted]’s [redacted] account on June 5th.
Ms. [redacted] has since closed her Venus [redacted] account and her balance is zero.

April 27, 2015
Thanks for allowing us to respond to Ms. [redacted]’s concerns. It is always our goal to resolve customer concerns quickly and to everyone’s satisfaction.
Ms. [redacted] voiced her concern about our free shipping promotions and about our failure to respond to her when she contacted us...

about the $12.95 that was deducted from her refund after she returned part of her order.
We apologize for the confusion and also for not responding to Ms. [redacted] with the details for the free standard shipping promotion. I am looking into how we failed to provide the information to Ms. [redacted] and why we didn’t provide a refund when she contacted us because she was unaware of the promotional details.
The promotional guidelines are currently disclosed on the order form located in the center of each catalog and also on our website under free shipping details. The verbiage states that “if you return items that reduce the sale total to below $100, you will be charged for ground shipping.” The charge is assessed on the order total customers keep or the minimum shipping fee if all items are returned.
We apologize for the confusion and for not resolving this when Ms. [redacted] contacted us. I have refunded the $12.95 to Ms. [redacted]’s [redacted] Card ending in [redacted] today. The refund should appear on her account within 2 – 3 business days.
We value Ms. [redacted]’s business, appreciate the feedback, and hope this resolution is satisfactory.

April 8, 2015Thank you for giving me the opportunity to respond to Mr. [redacted] concern.  We strive to resolve our customers concerns quickly and to their satisfaction.Mr. [redacted] indicated that he returned all but one item from the original order he placed on March 2, 2015.  There were a total...

of four items purchased on that transaction.  Our records indicate that only one of those items, [redacted]  was returned  The purchase price of that item after the tiered promotional discount was applied to the original order was $28.80.  The original order also qualified for a free shipping promotion for orders totaling over $100.00.  When returns are made on a qualifying order and merchandise is return, the amount and it reduces the total sale amount to below $100, a shipping charge is assessed on the order total customers keep or the minimum shipping fee if all items are returned.  In this case what was returned would indicate that Mr. [redacted] kept $79.20 of merchandise, falling below the $100 promotional threshold which would be a charge of $12.95 for shipping.  In addition, our records indicate that a merchandise return label was used to return the item.  This is a convenience label included in every outbound order that has instructions and the fee to use the label printed on the back of the label.  The calculation that led to the refund of $8.90 is as follows:Merchandise returned:  $28.80Promotional shipping charge:

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. 
Regards,
[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. 
Regards,
[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. 
Regards,
[redacted]

February 14, 2017   Thank you for giving us the opportunity to respond to Ms. [redacted]’s concern. We strive to resolve customer concerns quickly and to everyone’s satisfaction. We are so sorry that Ms. [redacted] continued to receive catalogs after she requested to be removed from our mailing...

list. Upon reviewing Ms. [redacted]’s customer account, we found that Ms. [redacted]’s mailing list status had not yet been changed to reflect her request to be removed from our catalog mailing list. We changed Ms. [redacted]’s mailing list status today and apologize for the delay. We have also forwarded the information to our [redacted] Department to ensure that Ms. [redacted]’s information is permanently suppressed from our mailing lists. Because our catalog mailing lists are pulled months prior to the mailing dates, there is a possibility that customers receive 2 -3 more catalogs after we process requests to be removed from our mailing list. We appreciate Ms. [redacted]’s feedback and want to assure her that we have followed through on her request. We offer our sincere apologies for the delay and hope this resolution is satisfactory.

June 4, 2015
Thanks for giving us the opportunity to respond to Ms. [redacted]’s concerns.
Ms. [redacted] expressed a concern about the original shipping/handling fee along with the fees for our pre-paid return label. She stated that she spoke with us on June 2nd and that she wants the balance of...

$31.80 removed from her Venus [redacted] account. She also stated that she closed her account.
The orders and credits Ms. [redacted] is referring to are shown below.
[redacted]/15 0.00 -14.90 0.00 0.00 -14.90 -14.90 VC (Credit for $7.95 + $6.95 / [redacted])
[redacted] 06/03/15 0.00 -14.90 0.00 0.00 -14.90 -14.90 VC (Credit for 7.95+ $6.95 / [redacted])
[redacted] 05/01/15 -26.00 0.00 0.00 6.95 -19.05 -19.05 VC (Return from order [redacted])
[redacted] 04/23/15 -42.00 0.00 0.00 6.95 -35.05 -35.05 VC (Return from order [redacted])
[redacted] 04/12/15 26.00 7.95 0.00 0.00 33.95 33.95 VC (Order for [redacted])
[redacted] 03/29/15 42.00 7.95 0.00 0.00 49.95 49.95 VC (Order for [redacted])
The shipping & handling charge for order totals between $25.00 - $49.99 is $7.95, which is why the shipping/handling of $7.95 was part of each order. Ms. [redacted] shipped the returns separately using our pre-paid return label. The charge of using our pre-paid return label is $6.95. That’s why $6.95 was deducted from her refund when we processed the returns.
We understand Ms. [redacted] is upset about the shipping charges and about the balance on her Venus [redacted] account. We have since refunded all shipping fees (initial & return) for both orders. Please reference the top two lines above ([redacted] and [redacted])
It appears that there is a misunderstanding about which company Ms. [redacted] contacted. All Venus [redacted]s are issued and serviced by [redacted]. We do not have access to the financial transactions including finance charges, payments posted, and other items associated with [redacted] accounts. We sent an inquiry to [redacted] asking for clarification. We have received a response that they credited $2.00 in finance charges to zero out the account after the two refunds of $14.90 x 2 for a total of $29.80 are posted.
Any additional questions about the [redacted] account should be directed to [redacted]. The Customer Cr for [redacted] is [redacted].
We value Ms. [redacted]’s business and hope this resolution is satisfactory.

January 18, 2017 Thank you for giving us the opportunity to respond to Ms. [redacted]’s rejection of our initial complaint resolution. Ms. [redacted] communicated that she no longer has the [redacted] Card and is requesting a refund check. We were able to reverse the credit card transaction and have processed a refund check. Ms. [redacted] should receive the refund check within 7 – 10 business days from today. We apologize for any inconvenience and hope that this resolves Ms. [redacted]’s concern to her satisfaction.

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. 
Regards,
[redacted]