Venus Swimwear Inc / Winter Silks LLC

I am rejecting this response because: I know that I also sent back the brown leggings, and they should of gotten them too. There was also a grey draped surplice top that I sentback and again they should of gotten it too. I called about a lace inset top that I got which was damaged. I told the guy on the phone that I wanted another sweater in it's placeand he said that I can not do that. I returned that shirt too. I think that someone in shipping dropped the ball on my returns and either never added them into the system orjust misplaced them. I have been working with this company for a long time, and I have never waited this long on returns.
Regards,
[redacted]

Revdex.com:
From: [redacted]>Date: Mon, Feb 6, 2017 at 4:15 PMSubject: Re: You have a new message from the Revdex.com of Northeast Florida in regards to your complaint #[redacted].To: Revdex.com <[redacted]I am satisfied with the response. Thank you.[redacted]

November 7, 2014
Thank you for giving me the opportunity to respond to Ms. [redacted]’s complaint. It is always our goal to resolve customer complaints quickly and to our customers’ satisfaction.
Ms. [redacted] stated that she recently placed an order with us for overnight delivery and that...

we failed to ship the order out, when promised. She stated that we weren’t able to deliver the items before she left to go out of the country for her brother’s wedding. She also voiced her concern about a deduction from her bank account and feels that Venus and our representatives weren’t truthful. The desired outcome is for us to refund all money in full and ship the merchandise to her free of charge.
Let me first apologize that we didn’t get the items to Ms. [redacted] before she left the country for her brother’s wedding. Ms. [redacted] placed the order online on Sunday, November 2nd. This order would have normally shipped out on Monday, November 3rd via overnight service, which would have been in time before Ms. [redacted] left the country.
Unfortunately, the order was delayed because we needed to verify the “ship to” address with Ms. [redacted] because the shipping address was not the same as the billing address for the [redacted] Ms. [redacted] used to pay for the order. We do this for the protection of our customers. We show that one of the representatives from Credit Card Services attempted to contact Ms. [redacted] on 11/3 at 12:30pm via phone at 484-947-3623. We were unable to reach her and couldn’t leave a message because the voicemail box was full. We then followed up via e-mail on 11/3 at 12:47pm. The next record we have is on Tuesday, 11/4 at 9:01am when Ms. [redacted] contacted us via chat. Ms. [redacted] stated at the time that she contacted us on Monday afternoon at approximately 4:00pm to confirm the order and verify the shipping address. We are so sorry, but we have no record of that contact. We understand how upsetting this was to Ms. [redacted] and apologize for the error.
We do not finalize financial transactions until orders ship out. The deduction Ms. [redacted] is referring to appears to be a temporary authorization, which is standard banking practice for debit card and also some credit card transactions. Since the order was cancelled, this authorization should have dropped off and the funds should have since become available for her to use.
As Ms. [redacted] requested, we placed another order for the items today free of charge and will ship it to her address in [redacted]. We will use the $25 complimentary gift card we had previously sent her towards the order since we are sending her all of the items free of charge. The complementary gift card will therefore be voided. We asked Ms. [redacted] to discard it when she receives it in the mail.
We apologize for the inconvenience and hope that this resolves Ms. [redacted]’s concern to her satisfaction.

Complaint: [redacted]
I am rejecting this response because: They charged me $64.00 for the kit. I ordered two separate pieces: the Tankini at $39.00 and the bottoms at $22.00. $39.00 plus $22.00 DOES NOT EQUAL $64.00. maybe they should go back to school and learn basic mathematics. Again sneaky tactics to cheat their customers out of money. SHAME SHAME !!
Regards,
[redacted]

October 24, 2016   We appreciate the opportunity to respond to Ms. [redacted]’s concern. We strive to resolve customer concerns quickly and to the satisfaction of our customers. Ms. [redacted] expressed her dissatisfaction with the draped surplice top she ordered from our company. She stated that two...

of the seams were left unfinished/unsown. She further communicated that she requested a full refund for the item, including all shipping charges, because the item was defective. Upon receipt of her return, we processed a refund for the item, but did not refund the shipping charges. We are so sorry about Ms. [redacted]’s experience. We do our best to ensure all items meet high quality standards. We appreciate Ms. [redacted]’s feedback and concerns about her purchase from us and will look into the quality concerns she expressed. Ms. [redacted] is certainly justified in requesting a refund of shipping/handling charges because the item was defective. Our [redacted] would normally facilitate a full refund for this type of situation. We are not sure if Ms. [redacted] contacted us before returning the item, but want to assure her that it has been taken care of. We refunded the original shipping/handling charge of $7.95 and the return label fee of $6.95 for a total refund of $14.90. The refund should post to Ms. [redacted]’s [redacted] ending in [redacted] within 3-4 business days from today. We apologize for the quality problem with the item and for the inconvenience. We issued a $25.00 complimentary Venus gift card Ms. [redacted] can use towards a future purchase. We truly value Ms. [redacted]’s feedback and hope she will give us another opportunity. We apologize for any inconvenience and hope this resolution is satisfactory.

Complaint: [redacted]
I am rejecting this response because it is entirely false.  We kept exactly one item and returned the rest. 
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.

October 23, 2014 Thank you for giving me the opportunity to respond to Ms. [redacted]’s complaint. It is our goal to resolve all concerns quickly and to everyone’s satisfaction. We are so sorry that our ladies apparel catalog was offensive to Ms. [redacted]. We removed Ms. [redacted] from our...

catalog mailing list after she contacted us on 10/21 and have also contacted our Circulation Department to permanently suppress her information. Our catalog lists are pulled months prior to the mailing dates, so there is a possibility that she may receive one or two additional catalogs before they cease completely. We apologize for any inconvenience and hope that this resolves Ms. [redacted]’s concern to her satisfaction.

Complaint: [redacted]
I am rejecting this response because:I do not accept what Venus has stated. I have had more than the orders mentioned and the orders mentioned were exactly 3 orders and not 2. The order I placed did not have a kit, I ordered 2 separate pieces at 2 different prices. Can they understand English? And the order they are referencing is not the final one which the complaint is about. I do not wish to speak to the company any further as I have done on numerous occasions because they just give me the run around which they are still doing. They should have received the return today to process my full refund. It is evident no one at this company knows what they are doing or talking about. And as you look at other complaints made by numerous people you will see they are constantly not refunding full amounts to people.
Regards,
[redacted]

March 14, 2015
Thank you for giving me the opportunity to respond to Ms. [redacted]’s concern. 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] stated that she contacted us several times about...

late fees for her [redacted]. She communicated that she wants to pay off her card and mailed a check for the balance due. She stated that the check was returned to her because it was mailed to the incorrect address and she was assessed another late fee.
We are so sorry that Ms. [redacted] has experienced problems paying off her [redacted]. Our private label [redacted] is issued and serviced by [redacted] Bank. [redacted] Bank sent a welcome kit with the credit card and all of the disclosures to Ms. [redacted] when the card was issued.
We are not sure if Ms. [redacted] signed up for paperless billing. If she did, the payment reminders would be e-mailed to her. If Ms. [redacted] receives paper statements, then the billing statement shows the billing address and would arrive with a window envelope.
We have contacted [redacted] Bank about the late fees and also requested the current account balance. The bank shows late fees for a total amount of $50.00, which they removed for Ms. [redacted]. After removing the late fees, Ms. [redacted]’s current account balance is $88.16. The payment due date is March 18th.
The web address to [redacted] Bank is [redacted] Ms. [redacted] could pay her balance online, which would be the fastest way to make the payment. If Ms. [redacted] prefers to mail her payment to [redacted], the mailing address is: [redacted] Bank, [redacted]. Ms. [redacted] could also call [redacted] Bank and pay-by-phone. The fee to make a payment with a [redacted] employee is $15.00. The phone# is [redacted], which is also on the back of her [redacted].
Thanks again for allowing us to respond to [redacted]’s concerns. We value her business and hope this answers her questions about her credit card account balance and payment options.

January 17, 2017Thank you for giving us the opportunity to respond to Ms. [redacted]’s concern. It is our goal to resolve all concerns quickly and to everyone’s satisfaction.Ms. [redacted] communicated that she returned an item because it didn’t fit and that we would not issue a refund check. Upon...

reviewing the return notes, it appears that the labels had been cut off when we processed the return. That’s why we initially processed the refund in form of a Venus credit slip instead of processing a refund to the original method of payment, which was Ms. [redacted]’s [redacted] Card ending in [redacted]. Our returns policy states that we will exchange items or issue a refund for merchandise returned to us in new and unused condition as long as items are returned to us within 90 days. Because the tags had been cut off, the item was not in new and unused condition. We do understand how disappointed Ms. [redacted] was when she did not receive a monetary refund and do apologize for the inconvenience. We have since voided the credit slip and issued a refund of $34.00 to Ms. [redacted]’s [redacted] Card ending in [redacted]. The refund should post to Ms. [redacted]’s credit card account within 2 – 3 business days from 1/13/17.We apologize for any inconvenience and hope that this resolves Ms. [redacted]’s concern to her satisfaction.

November 3, 2016Thanks 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] communicated that she received an error message when she placed her order on 9/4/16. She stated that the message...

showed that the order could not be processed at this time. She then had to look for the items again and submitted her order again minus an item that was no longer available. She received an order confirmation at that time. Based on the transactional messages, Ms. [redacted] believed that only the 2nd transaction was successful and one order was placed. She was surprised when she received both orders about a week later. She contacted us and was given a RA (return authorization number) to ensure that she could return the duplicate order without incurring return shipping fees. Unfortunately, the $6.95 return label fee was subtracted from her refund even though she noted the RA number on the label. Ms. [redacted] then contacted our [redacted] twice, but our employees failed to process a refund for the $6.95 deducted in error. Ms. [redacted] also communicated that each call was disconnected after a lengthy hold time. We are so sorry about Ms. [redacted]’s experience with our company and appreciate her taking the time to provide us with the detailed feedback. Please allow me to first apologize for the initial problem with the website. We are not sure what caused the error message, but want to assure Ms. [redacted] that we are looking into this. Based on the e-mail confirmations, it is certainly a reasonable assumption that only the 2nd transaction went through successfully. When Ms. [redacted] returned the duplicate order, our returns keyer should have recognized the RA number and should have waived the return label fee. We apologize that this didn’t happen and also for the poor experience Ms. [redacted] described when she contacted our [redacted]. We truly appreciate the time Ms. [redacted] took to provide us with the details of all her contacts with our company and want to assure her that we will investigate and address all concerns.We sincerely apologize for all the problems and most importantly for the poor experience Ms. [redacted] had when she spoke with our customer service representatives. We want to assure Ms. [redacted] that we don’t tolerate that type of behavior and appreciate all of the feedback she gave us.We processed a refund for the $6.95 label fee back to the original method of payment, which was Ms. [redacted]’s [redacted] ending in [redacted]. The refund should appear on the account within 2-3 business days from today. We also issued a complimentary $25.00 Venus gift card Ms. [redacted] can use towards a future purchase. The gift card should arrive within 7 business days from today. We value Ms. [redacted]’s business, sincerely thank her for the feedback, and hope this resolution is satisfactory.

March 16, 2015
Thank you for giving us the opportunity to respond to Ms. [redacted]’s concern. We have reviewed Ms. [redacted]’s recent purchase history. It appears that there is a misunderstanding about the most recent transactions on her account with us.
Ms. [redacted] stated that she just...

found out that Venus has been charging her $25 every time she returns something. That is incorrect and we apologize for any confusion or miscommunication. Ms. [redacted] also expressed her concerns about the quality of our merchandise.
We apologize for the quality problems Ms. [redacted] experienced and will look into this matter.
Listed below are the recent transactions on Ms. [redacted]’s account with us. We included a brief explanation of charges and credits issued. We issued a $25.00 complimentary gift card and mailed the card to Ms. [redacted] because of her dissatisfaction with [redacted] Bank (please refer to last complaint). The order# for the complimentary gift card is order# [redacted], which was a free gift from us. Ms. [redacted] did not pay for the gift card.
Ms. [redacted] used the gift card on order# [redacted] (12/31/14). The total charge for the order was $109.80. After applying the $25.00 complimentary gift card, the total amount due was $84.80, which was charged to her credit card. Ms. [redacted] contacted us on February 12, 2015 and expressed concerns about some of the merchandise. We sent her a free return label, which prevented her from incurring shipping costs to return merchandise to us. That transaction is documented on order# [redacted].
We processed Ms. [redacted]’s return on March 11, 2015. $9.95 was subtracted from the refund because the total amount of the merchandise Ms. [redacted] kept fell below the promotional order amount for free standard shipping. This is the charge [redacted] referred to in her e-mail response to Ms. [redacted]. The $25.00 that was also subtracted from the credit ([redacted]) was issued back to her in the form of a credit slip because Ms. [redacted] used the free $25.00 gift card on the original order. The credit slip was issued on line 3 ([redacted]). We refunded the $9.95 on line 2 ([redacted]).
When complimentary gift cards are used as part of the payment towards an order, we issue the refund for the amount of the free gift cards used in the form of a credit slip. This helps ensure that we don’t issue refunds in excess of the amount charged to a credit/debit card.
1) [redacted] 03/16/15 -25.00 0.00 0.00 0.00 -25.00 -25.00 ** (credit back to credit card)
2) [redacted] 03/16/15 0.00 -9.95 0.00 0.00 -9.95 -9.95 ** M (refunded shipping fee)
3) [redacted] 03/11/15 -25.00 0.00 0.00 0.00 -25.00 -25.00 CS (issued credit slip for $25-will void)
4) [redacted] 03/11/15 -55.80 9.95 0.00 25.00 -20.85 -20.85 ** M (refund of $20.85)
5) [redacted] 02/12/15 0.00 0.00 0.00 0.00 0.00 0.00 ** I (sent return label free of charge)
6) [redacted] 12/31/14 109.80 0.00 0.00 -25.00 84.80 84.80 ** I ($25 gift card was used on order)
7) [redacted] 12/03/14 0.00 0.00 0.00 0.00 0.00 0.00 C I (issued a $25 complimentary gift card)
We are so sorry about the dissatisfaction this has created. The credit slip was scheduled to be mailed out today, but we will instead void it and refund the credit card in the amount of $25.00.
The total amount charged for the order was $84.80. After the refund of $20.85 on line 4, the refund of $9.95 on line 2 and refunding the $25.00 on line 1 today, the maximum refund back to her credit card for this order, should Ms. [redacted] make additional returns, will be $29.00 ($84.80 minus $55.80 already refunded). The remainder would be refundable in form of a credit slip.
Order Total: $109.80
Total paid: $84.80
Refunded: $20.85 [redacted])
$9.95 ([redacted])
$25.00 [redacted] Total Refunds: $55.80
We reviewed Ms. [redacted]’s account and verified that there are no additional returns on her account history that we issued credit slips for.
Thanks again for allowing us to respond to Ms. [redacted]’s concerns. We value our customers’ feedback and appreciate the opportunity to work on the resolution.

January 31, 2017 Thank you for giving us the opportunity to respond to [redacted]’s concerns. 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] communicated that she placed an order with us on...

December 15th, 2016, but has not yet received the merchandise she ordered. She further communicated that we sent several responses to her via email stating that we are tracking the order, but did not refund the purchase price.  We apologize for the delay in issuing her refund and are looking into the customer service concerns Ms. [redacted] referenced. We issued a full refund of $169.00 to Ms. [redacted]’s credit card ending in [redacted] on January 30th, 2017.  Depending upon the financial institution, refunds normally post within 2 – 3 business days from the date the refund was issued. We also processed an order for a $50.00 complimentary Venus gift card Ms. [redacted] can use towards a future order with us and offer our sincere apology for her experience with our company. We appreciate the feedback she provided to us and are taking appropriate steps to prevent recurrence of this type of situation. Thanks again for allowing us to respond to Ms. [redacted]’s concerns. We value Ms. [redacted]’s business and hope this resolution is satisfactory. ..