Vielle and Frances, Inc.

I'd like to state for the record that this customer is being investigated for fraud and a violation of the consumer privacy policy, due to him allegedly calling *** pretending to be an authorized employee of Vielle and Frances (the shipper) and gaining access to our account information*** does not
provide account claim information to the receiver (*** ***) and will direct the receiver to contact the shipper. This was brought to our attention when we received numerous emails from *** ***, where he admitted to calling *** and gaining access to our account without our permissionWe then contacted *** immediately to alert them to the breach
Regarding *** ***'s Claim:
The customer purchased two (2) "AS IS" FLOOR SAMPLES from our floor sample sale on August *, The customer received an email confirmation with an estimated shipping time of 2-weeksThe items were delivered by *** on September *, 2014. The customer signed for the package as damage free with no notes that any damage occurred
On September *, 2014, customer filed a damage claim on our website claiming items were "damaged in shipment"Per our terms and condition in which the customer agreed to upon checkout, all claim investigations may take up to daysI've attached a copy of our Damage Claim PolicySince the customer claimed the items were "damaged in shipment", we file two separate claims, one with our company and another with our shipping carrier, ***. *** was again advised via email that claims may take up to days per our claims policy and we may need to inspect the damage by retrieving the contentsHowever on September *, 2014, a day after *** *** filed a claim, he sent an email our claims adjuster *** asking for the status of his claim*** informed him that the claim was just filed with us however *** has scheduled an inspection of the damaged contents however they have not given us a specific date but it should be the following Monday or TuesdayWe then received notice from *** that they attempted to retrieve the contents from the received but they were not available at the time of pick up and a second attempt will be madeThis is clearly stated on the attached *** tracking form which is available for the customer to review at any time with his tracking number.
Beginning on September *, our claims adjuster and customer service rep *** were inundated with emails from *** *** asking them when *** was coming*** was informed that *** does not provide us with specific dates on our pick *** of claims ho
Beginning on September *, our claims adjuster and customer service rep *** were inundated with emails from *** *** asking them when *** was coming*** was informed that *** does not provide us with specific dates on our pick *** of claims however they will make a second attempt to pick up the contents since the first attempt was not successful*** became verbally abusive and ask the claim adjust "Why doesn't one of you come personally and pick it up from my office and let *** pick it up from you because it can't just sit in my mailroom at work" - *** was advised that it is against company policy to personally pick up allegedly damaged merchandise from customers as that violates our claims process*** was also advised that we are not responsible of where you choose to store your personal belongings at work*** refused to accept this answer and for the next days kept emailing our claims adjuster with "solutions" to expedite his claimOn three of his emails, *** stated that he retrieved our *** account information and "finally got what he wanted" from our claim account and said "*** closed the claim in Vielle and Frances' favor and *** do not need to retrieve the goods"*** then said that he is going to "trash" the lamps and we need to give him a refundWe then informed him that info is incorrect moreover he is in violation of our consumer privacy rights with ***We advised him to stop contacting *** as he is not authorizedWe informed him that if the merchandise is "trashed" and not retrieved the claim will automatically be rejected*** refused to follow our procedure and sent more emails stating that he contacted *** again, said that him and *** came up with a "solution" that we should send him a shipping label so he could mail the damaged items instead of following our claims procedure process*** was informed that he is again in violation of our customer privacy with *** and he is not authorized to make decisions on our claims procedures on our *** account and he should cease contact with *** regarding the Vielle and Frances account*** refused and sent another email stating that he spoke to *** again about our claim account and they told him that we (Vielle and Frances) did not schedule a pick up on our account that they can see*** then accused the claim adjuster of lying and *** stated had access to our *** account information in which he was told by *** that there wasn't a scheduled pickup on our account
For the record we do not permit our customers to contact any of our vendors or shipping carriers directly in order to gain access to information*** was never given any of our account numbers or account information and we are unaware of how he obtained access to our accountAs I stated, we have contact *** and they are investigating this matter
As of September **, 2014, *** *** received an email from *** *** informing him that his claim was rejected and denied due to suspicious activity and violation of our claims policy

Dear [redacted] & Revdex.com, I have looked into this order and see that a refund was issued on January [redacted]. Our accounting department was closed for holiday from December **, 2014 thru January [redacted]. If the refund has not shown up on your credit card statement within 30 days from the date of the...

refund please call customer service at ###-###-####. Thank you for shopping with us and we sincerely apologize for this inconvenience. Sincerely,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

 
I have monitored my account from which the funds were withdrawn and have not had a credit for $1275.92 or any amount close to that.
I called Vielle and Frances several times before filing my complaint to no avail. It seems that if they had credited my account they would have responded to my calls or email and stated that.
Can you ask them to provide the transaction info to prove that they have indeed returned my money?
My account on their website still shows that I have an order for the table with the status of "payment review".
I appreciate your reconsidering this complaint. 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:My credit card company has not received a request for my account to be credited. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Yes a refund has been issued on this order. If the customer has not received the refund we suggest the customer file a dispute on the amount as it should have already been credited. We have changed credit card processors due to a few errors we were experiencing with them and the lack of access we had in processing credit card refunds.
 
[redacted]
Vielle and Frances, Inc.
[redacted]
P: ###-###-####
Fax ###-###-####
Web: www.vielleandfrances.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
It is clear from the Company's response that they are liable for a refund of the damaged lamps because cannot dispute any of the facts laid out in my last response. Importantly:
They do not dispute that they agreed to refund me the price of the lamps on September *. That should be the end of the story.
They do not dispute that I complied with the return policy by promptly filling out a Damage Form within 24 hours, which they reviewed and approved.
They do not dispute that they were the ones who failed to comply with their own return policy, which is to provide me with a return authorization number after approving the damage claim, which never happened.
They do not dispute that there is nothing contained in their return policy that prevents me from reaching out to [redacted] to track a pick-up.
They do not dispute that the information that [redacted] provided me--that [redacted] would not be picking up my lamps--was in fact correct.
They do not dispute that they provided me the tracking number that I used to find out from [redacted] that my package was not being shipped or that [redacted] has a 1-800 number that I could call to get information about the alleged pick up.
They do not dispute that they refused to provide me any information about when [redacted] would allegedly pick up the lamps other than to say at some point in the next 90 days.
They do not dispute that [redacted] has agreed to refund them the cost of the lamps, yet will not refund me the money, and therefore are attempting to be paid twice for these lamps.
They do not dispute that they have defamed me by publishing a false statement on the Revdex.com website that I'm being investigated for fraud.
In sum, Vielle and Frances is in violation of their oral contract to refund me the money, in violation of their own return policy, and likely in violation of the law for defamation and fraud. Far from providing horrible customer service, this company has violated the rules of ethics. The company should be required to refund me the cost of the broken lamps, and the Revdex.com should explore whether the company should be punished for illegal business practices.

Dear Revdex.com,
We stand by our initial response on this matter and have no further comment regarding [redacted]'s rebuttal. The decision to close his claim is final and will not be reopened. For the record, the customer agreed to our terms and conditions, shipping, returns and cancellation policies upon checkout of the floor sample items in which he purchased. We have attached a screenshot of the terms he read and agreed to upon checkout.
Regards,
Vielle and Frances

Revdex.com:At this time, my complaint, ID [redacted] regarding Vielle and Frances, Inc. has been resolved.
(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,[redacted]

This customer was working with an Interior Designer who contacted us, we advised the price will remain the same as what they paid and would not charge any additional fee. Also this order was purchased ON SALE and Per our policy in which the customer agreed to upon checkout: We cannot accept...

order cancellations on any custom made product, closeout, clearance, discontinued or items purchased on sale. All sales on such items are final. Therefore this order can not be cancelled. The item will be shipped and delivered per our policy.

Hello. The customer was notified when they called into customer service that the table is currently out of stock as we were experiencing delays from our overseas supplier. The customer was given a credit to their account. [redacted] has already issued the credit to the customers credit...

card. 
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint, ID# [redacted], and have determined that my complaint has NOT been resolved because: I am entitled to a refund for the damaged lamps.
The Company's account of what occurred is absolutely false. I am providing with this response a printout of all my communications with the Company which prove that the company is not telling the truth, so that you can decide for yourself what actually occurred. The company did not provide this information because they know that their characterization of what occurred is wrong. (Some of the correspondence may seem duplicative, but that is because there are a few times where the email strings diverged, and I wanted to make sure you had everything.)
I also take offense to the company's claims of fraud, which are absolutely false and defamatory and belied by the correspondence I am providing.
What actually occurred is very simple and is proven by the email correspondence I am providing. The fact of the matter is, the company agreed to refund my money for two broken lamps. Then they changed their mind and said [redacted] had to pick up the lamps first but refused to provide me a simple piece of information--when [redacted] would come to pick up the lamps. They do not try to excuse that behavior or provide any explanation as to why they could not tell me when [redacted] would come. Their only response was that [redacted] would pick up the lamps any time in the next 90 days. That response is absolutely unacceptable. I have had to return goods from numerous vendors over the course of my life, and I have never been told that the items will be retrieved at some point in time over the next 90 days. How can somebody make arrangements to have something picked up, especially if, as the Company claims, a customer should never contact [redacted] under any circumstances. Because of the company's non-cooperation, I contacted [redacted] myself, using the tracking number the company gave me, and found out [redacted] was not coming. That is not fraud. That is a frustrated customer getting answers to a very simple question the company refused to answer. The Company has behaved atrociously, and their unjustified accusations towards me only underscore that point.
I set forth below my responses to each of the company's false statements.
1. "[redacted] was again advised via email that claims may take up to 90 days per our claims policy and we may need to inspect the damage by retrieving the contents."
Not true. The shipper suggests that I was advised on September * that I was told that the claim would take up to 90 days and the the shipper may need to inspect the damage by retrieving the contents. On September *, I was advised by [redacted] that the damage to the Mottega lamp was an "unintentional mistake on our part and will be issuing a new lamp," which I took to mean that they accepted responsibility for the damage. When I was told the lamp was not available, I was told by [redacted] on September * in an email "I will refund your order for both lamps." I was not told there were any conditions to the refund at that point. The first time I was told that the shipper would need to retrieve the lamps was September *, when the shipping department told me "[redacted] will be coming to retrieve the damaged items on Monday or Tuesday."
2. "[redacted] informed him that the claim was just filed with us however [redacted] has scheduled an inspection of the damaged contents however they have not given us a specific date but it should be the following Monday or Tuesday."
Not true. All I was told was "[redacted] will be coming to retrieve the damaged items on Monday or Tuesday." The rest of the statement was not conveyed to me.
3. "We then received notice from [redacted] that they attempted to retrieve the contents from the received but they were not available at the time of pick up and a second attempt will be made. This is clearly stated on the attached [redacted] tracking form which is available for the customer to review at any time with his tracking number."
Not true. You can see from the [redacted] tracker that [redacted]' first attempt to pick up the lamps was September *, before I was even told that [redacted] was coming to pick up the lamps.
4. Beginning on September *, 2014 our claims adjuster and customer service rep [redacted] were inundated with emails from [redacted] asking them when [redacted] was coming.
Not true. I sent one email on September * asking to confirm that [redacted] was coming the following day because they did not come on September *. I did not receive a response. I next wrote on the evening of Wednesday, September **, two days later, advising the company that [redacted] had not come and that I would intend to throw the lamps away if I did not hear back from the company. There was some back and forth after that. Then on September **, I wrote again inquiring about when [redacted] would come. In each of these occasions, the company refused to give me any indication of when [redacted] intended to come pick up the lamps.
5. "[redacted] was informed that [redacted] does not provide us with specific dates on our pick [redacted] of claims however they will make a second attempt to pick up the contents since the first attempt was not successful."
Not true. I was never informed that [redacted] had made a first attempt or that they would make a second attempt. I did not find out that they made any attempts until I used the tracking number the company provided and saw for myself that they attempted to pick up the item on the [redacted], before I was even told that they were coming.
6. "[redacted] became verbally abusive and ask the claim adjust "Why doesn't one of you come personally and pick it up from my office and let [redacted] pick it up from you because it can't just sit in my mailroom at work"
Not true. That was written in an email on September ** so I could not be verbally abusive. And the suggestion that it be picked up was just that--a suggestion, because [redacted] had not come to pick up the item for 7 days after the company told me they would come.
7. On three of his emails, [redacted] stated that he retrieved our [redacted] account information and "finally got what he wanted" from our claim account and said "[redacted] closed the claim in Vielle and Frances' favor and [redacted] do not need to retrieve the goods".
Not true. I told the company that I used the tracking number that they provided me in an email from the company dated September ** and looked at the tracking information, which I forwarded to the shipper. I told the shipper I was confused, as the shipping information suggested that [redacted] had already tried to pick up the items on the [redacted] before I had even been told they were coming, and there was no activity after the [redacted]. I was told by the company that [redacted] was still investigating the claim, which seemed inconsistent with what the tracking information stated. So I called [redacted] at the 1*00 number, gave them the tracking number and asked them when they would come pick up the item. That is when they told me that they were not coming to pick up the item, that on September 9 they determined that they did not need to inspect the damage and would not challenge the claim because of the value of the merchandise. I sent an email to the company telling them what [redacted] told me. The Company continued to maintain that [redacted] was still coming, so I called back to [redacted] on two more occasions to confirm and to see what I could have been missing, All of this is evidenced in the correspondence.
*. We then informed him that info is incorrect moreover he is in violation of our consumer privacy rights with [redacted]. We advised him to stop contacting [redacted] as he is not authorized.
Not true. First, the only reason I contacted [redacted] at all was because the company adamnatly refused to provide me a simple piece of information--when [redacted] would come to pick up the lamps. This was a piece of information they initially provided me by saying [redacted] would come on Monday or Tuesday. So obviously it was information they could provide--they just chose not to. So I called.
Second, my contact of [redacted] was not improper. I used the same tracking number the Company provided to me in an email dated September **. You'll see this is in fact the same tracking number I was given for my items when I received confirmation of shipping on August **, 2014. It is absolutely not true that I identified myself as the company. I said I'm the receiver of the shipment and I was told [redacted] is coming to pick up the items, so when are they coming. Then [redacted] told me that they were not coming to pick up the shipment because they were not disputing the claim. And that decision was made on September *, one week prior to me contacting [redacted].
Third, the information [redacted] provided me apparently was correct. Even though they company told me it was incorrect, you will see from the company's response that they are not disputing that [redacted] actually was not coming to pick up the items and had made that decision on September *.
Fourth, I did not obtain any private customer information. I am the customer. The only information I obtained was about my delivery using the tracking number I was provided.
Fifth, while the company told me not to contact [redacted], they gave me the tracking number to contact [redacted], so I did. I have no idea why they would not want me to do that other than the fact that they were purposefully trying to mislead me about the status of my claim.
Sixth, you will see from the correspondence that the Company was giving me incorrect information. On September **, [redacted] told me that "This claim was just filed with [redacted] on Friday and with us a few days before." This is inconsistent with the tracking record, which shows that [redacted] allegedly tried to pick up the item on Thursday. Then, the Company changed the story. On Septmber **, [redacted] told me that "the request to pick up this merchandise was just filed last week on 9/*/14."
9. [redacted] refused to follow our procedure and sent more emails stating that he contacted [redacted] again, said that him and [redacted] came up with a "solution" that we should send him a shipping label so he could mail the damaged items instead of following our claims procedure process.
Not true. The company's reference to their procedure is a complete red herring. There is nothing in their written procedures telling me not to contact [redacted]. Quite tellingly, they do not attach their procedure to the email. I did suggest alternative means for them to pick up the products, but that was only because the company adamantly refused to provide me any information about when [redacted] was coming. In fact, it was [redacted] who suggested to me asking the company if they could send a label--which would have been a simple solution. Instead, the company rejected that proposal and insisted that [redacted] would come at some indeterminate point in time. In fact, [redacted] from the company told me that all they could say was that [redacted] would come at some point in the next 90 days. I cannot begin to explain the absurdity of that response. Nobody should be forced to make themselves available over a period of 90 days on the off chance that [redacted] may show up on any day.
The Company's procedures on returns is copied here:
"If a furniture/non-furniture item is damaged or defective, we will replace the damaged/defective part and in some cases, may replace the entire item. All damaged, incorrect merchandise or incorrect quantities must be inspected by a customer service representative within 24 hours of receipt in order for the claim to be valid. Photographs must be taken of the damage and/or incorrect item and uploaded to the Returns, Exchanges and Damage Form. Damage claims may take up to 90 days to investigate. Upon approval, Vielle + Frances will issue a return authorization number (RA) and our return address or Vielle + Frances may request a shipping carrier to retrieve the damaged contents. Please do not return item to the original address the item was shipped from. Please make sure to inspect all furniture upon receipt & after assembly. Vielle + Frances and our White Glove service provider cannot be held liable for missing boxes (pieces) or any damage to the product after a shipment has been signed for as complete or damage free."
You will see there is nothing here addressing contacting [redacted]. In fact, you will see that I complied with the procedure. I submitted a damage form within 24 hours, which was inspected by customer service within 24 hours. I was then told I would be refunded the money for the items. Vielle and Francis says they will provide a return authorization number in connection with a request shipping carrier to retrieve the item. No number was given to me. With this number I ostensibly could have tracked my return. But the company adamantly refused and instead made up policies that were not part of its actual policy.
As for the Company's claims that the claims process takes 90 days or that I signed for the goods, they waived the 90 days when they told me on the day after I received the items that my money would be refunded.
**. "[redacted] refused and sent another email stating that he spoke to [redacted] again about our claim account and they told him that we (Vielle and Frances) did not schedule a pick up on our account that they can see. [redacted] then accused the claim adjuster of lying and [redacted] stated had access to our [redacted] account information in which he was told by [redacted] that there wasn't a scheduled pickup on our account."
Not true. The correspondence tells the story. I did not contact [redacted] regarding the Company's claim. I used the tracking number the company provided and found out [redacted] was not coming to pick up the item. The only account information I have is through that tracking number. Quite tellingly, the company does not say that there is any other tracking information or claim information other than what was available through that tracking number. As you'll see from their response, they attach the same tracking information that I was able to get by typing the tracking number into [redacted]' website.
11. For the record we do not permit our customers to contact any of our vendors or shipping carriers directly in order to gain access to information. [redacted] was never given any of our account numbers or account information and we are unaware of how he obtained access to our account. As I stated, we have contact [redacted] and they are investigating this matter.
Not true. The company gave me a tracking number and [redacted] has a 1*00 number. The company cannot prevent me from calling that 1*00 number and there is clearly nothing in the company policy saying I cannot do so. I have no secret account information from the company--only that tracking number. I don't know what secret information they claim I obtained, but to the extent it is supposedly about private customer information--I am the customer!!
As for what [redacted] told the company, I don't know. It is hard for me to believe anything the company has said, because their stories change constantly. All information I got from [redacted] came from providing that tracking number. If [redacted] gave me more information than they were supposed to, I can't control that, but I doubt that is the case. The information they gave me was minimal--only that they were not picking up the merchandise because they were not challenging the claim and that they were going to refund the shipper the cost of the goods.
As for the claims of fraud--they are absolutely false. I expect that [redacted] will have records of my telephone calls--perhaps even recordings--and it will be clear that I always identified myself as the receiver and that the conversations are as I've explained. I never sought private customer information or company account details--only information pertaining to my order because the company adamantly refused to provide me even the simplest information about my account. To the extent there is any fraud, I would submit that if [redacted] is actually refunding the money for the shipment, and they refuse to refund me the money for my merchandise, then they are committing fraud, because they will have been paid twice on the same items.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 I spoke to someone in Customer Service at the business and they gave me a transaction ID # [redacted] that the refund was processed with. I then called the banks Electronic Claims Department and they searched my account and they searched this transaction id #. Neither showed that a refund was processed. The bank will attempt to call the business with a 3 way call to include myself to resolve this issue tomorrow.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: I live in SLC, UT and we ordered a table online from this company. After they processed our payment they stated that the actual price was higher than what was listed online and that we owed them more money. We said no and that we wanted the order cancelled. The order was processed on Dec **, 2015. On Jan **, 2016 we received and email from their customer service manager Kelly M[redacted] stating in writing that there would be a full refund and no restocking fee. We followed up when we never received our refund and in belligerent language, she stated that her previous email was null and void and we were not going to get a refund through her and that we have to file for an online return and there was going to be a 35% restocking fee. Currently, as of communication today Feb *, 2016, we have made no progress and we our out 1469.20 dollars.Desired Settlement: Full refund with no restocking fee.

Business

Response:

This customer was working with an Interior Designer who contacted us, we advised the price will remain the same as what they paid and would not charge any additional fee. Also this order was purchased ON SALE and Per our policy in which the customer agreed to upon checkout: We cannot accept order cancellations on any custom made product, closeout, clearance, discontinued or items purchased on sale. All sales on such items are final. Therefore this order can not be cancelled. The item will be shipped and delivered per our policy.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, the company's decision to actually ship at the agreed price only came today after I stopped payment and filed a complaint with you. This company is still a bully with extremely poor customer service. Assuming that I actually receive the product (already been 2 months and now they're just thinking about shipping) then matter will be resolved.

Sincerely,

Review: I ordered 2 lamps from this vendor in August.

They both arrived shattered on September *. I put in a claim with the company for their damage and was assured that my money would be refunded.

Two days later I was advised that [redacted] would come by to pick up the damaged merchandise on September * or *. [redacted] did not come. I asked the company when [redacted] would come to pick up the merchandise, and now they refuse to tell me. If the merchandise is going to be picked up, I need to know when. The last thing the vendor told me was that [redacted] would pick up the broken lamps anytime in the next 90 days. They tell me they cannot refund me until [redacted] brings them the lamps

I called [redacted] with a tracking number the vendor gave me. On 3 separate occasions today, [redacted] confirmed that itis not going to pick up the merchandise, that they are not challenging the damage to the merchandise, and that they are paying the company for the cost of the damage to the items.

But the vendor continues to say I am wrong and that [redacted] is still coming even though they will not provide any proof. But [redacted] assures me that is not the case. I am happy to return the merchandise through [redacted], but I do not believe the vendor is telling me the truth. I think the vendor is purposefully harassing me by refusing to provide any assistance as to when [redacted] will come.

The Company has refused to pick up the lamps themselves, send me a label so that I can return it, give me another tracking number for the return they say is already in process, or tell me when [redacted] is coming. All they say is that [redacted] will come within 90 days.

Because of their purposeful evasiveness, I do not believe the company intends to refund my money.Desired Settlement: I would like a refund for my damaged lamps, plus the cost of shipping and tax.

Business

Response:

I'd like to state for the record that this customer is being investigated for fraud and a violation of the consumer privacy policy, due to him allegedly calling [redacted] pretending to be an authorized employee of Vielle and Frances (the shipper) and gaining access to our account information. [redacted] does not provide account claim information to the receiver ([redacted]) and will direct the receiver to contact the shipper. This was brought to our attention when we received numerous emails from [redacted], where he admitted to calling [redacted] and gaining access to our account without our permission. We then contacted [redacted] immediately to alert them to the breach.

Regarding [redacted]'s Claim:

The customer purchased two (2) "AS IS" FLOOR SAMPLES from our floor sample sale on August *, 2014. The customer received an email confirmation with an estimated shipping time of 2-4 weeks. The items were delivered by [redacted] on September *, 2014. The customer signed for the package as damage free with no notes that any damage occurred.

On September *, 2014, customer filed a damage claim on our website claiming items were "damaged in shipment". Per our terms and condition in which the customer agreed to upon checkout, all claim investigations may take up to 90 days. I've attached a copy of our Damage Claim Policy. Since the customer claimed the items were "damaged in shipment", we file two separate claims, one with our company and another with our shipping carrier, [redacted]. [redacted] was again advised via email that claims may take up to 90 days per our claims policy and we may need to inspect the damage by retrieving the contents. However on September *, 2014, a day after [redacted] filed a claim, he sent an email our claims adjuster [redacted] asking for the status of his claim. [redacted] informed him that the claim was just filed with us however [redacted] has scheduled an inspection of the damaged contents however they have not given us a specific date but it should be the following Monday or Tuesday. We then received notice from [redacted] that they attempted to retrieve the contents from the received but they were not available at the time of pick up and a second attempt will be made. This is clearly stated on the attached [redacted] tracking form which is available for the customer to review at any time with his tracking number.

Beginning on September *, 2014 our claims adjuster and customer service rep [redacted] were inundated with emails from [redacted] asking them when [redacted] was coming. [redacted] was informed that [redacted] does not provide us with specific dates on our pick [redacted] of claims ho

Beginning on September *, 2014 our claims adjuster and customer service rep [redacted] were inundated with emails from [redacted] asking them when [redacted] was coming. [redacted] was informed that [redacted] does not provide us with specific dates on our pick [redacted] of claims however they will make a second attempt to pick up the contents since the first attempt was not successful. [redacted] became verbally abusive and ask the claim adjust "Why doesn't one of you come personally and pick it up from my office and let [redacted] pick it up from you because it can't just sit in my mailroom at work" - [redacted] was advised that it is against company policy to personally pick up allegedly damaged merchandise from customers as that violates our claims process. [redacted] was also advised that we are not responsible of where you choose to store your personal belongings at work. [redacted] refused to accept this answer and for the next 5 days kept emailing our claims adjuster with "solutions" to expedite his claim. On three of his emails, [redacted] stated that he retrieved our [redacted] account information and "finally got what he wanted" from our claim account and said "[redacted] closed the claim in Vielle and Frances' favor and [redacted] do not need to retrieve the goods". [redacted] then said that he is going to "trash" the lamps and we need to give him a refund. We then informed him that info is incorrect moreover he is in violation of our consumer privacy rights with [redacted]. We advised him to stop contacting [redacted] as he is not authorized. We informed him that if the merchandise is "trashed" and not retrieved the claim will automatically be rejected. [redacted] refused to follow our procedure and sent more emails stating that he contacted [redacted] again, said that him and [redacted] came up with a "solution" that we should send him a shipping label so he could mail the damaged items instead of following our claims procedure process. [redacted] was informed that he is again in violation of our customer privacy with [redacted] and he is not authorized to make decisions on our claims procedures on our [redacted] account and he should cease contact with [redacted] regarding the Vielle and Frances account. [redacted] refused and sent another email stating that he spoke to [redacted] again about our claim account and they told him that we (Vielle and Frances) did not schedule a pick up on our account that they can see. [redacted] then accused the claim adjuster of lying and [redacted] stated had access to our [redacted] account information in which he was told by [redacted] that there wasn't a scheduled pickup on our account.

For the record we do not permit our customers to contact any of our vendors or shipping carriers directly in order to gain access to information. [redacted] was never given any of our account numbers or account information and we are unaware of how he obtained access to our account. As I stated, we have contact [redacted] and they are investigating this matter.

As of September **, 2014, [redacted] received an email from [redacted] informing him that his claim was rejected and denied due to suspicious activity and violation of our claims policy.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint, ID# [redacted], and have determined that my complaint has NOT been resolved because: I am entitled to a refund for the damaged lamps.

The Company's account of what occurred is absolutely false. I am providing with this response a printout of all my communications with the Company which prove that the company is not telling the truth, so that you can decide for yourself what actually occurred. The company did not provide this information because they know that their characterization of what occurred is wrong. (Some of the correspondence may seem duplicative, but that is because there are a few times where the email strings diverged, and I wanted to make sure you had everything.)

I also take offense to the company's claims of fraud, which are absolutely false and defamatory and belied by the correspondence I am providing.

What actually occurred is very simple and is proven by the email correspondence I am providing. The fact of the matter is, the company agreed to refund my money for two broken lamps. Then they changed their mind and said [redacted] had to pick up the lamps first but refused to provide me a simple piece of information--when [redacted] would come to pick up the lamps. They do not try to excuse that behavior or provide any explanation as to why they could not tell me when [redacted] would come. Their only response was that [redacted] would pick up the lamps any time in the next 90 days. That response is absolutely unacceptable. I have had to return goods from numerous vendors over the course of my life, and I have never been told that the items will be retrieved at some point in time over the next 90 days. How can somebody make arrangements to have something picked up, especially if, as the Company claims, a customer should never contact [redacted] under any circumstances. Because of the company's non-cooperation, I contacted [redacted] myself, using the tracking number the company gave me, and found out [redacted] was not coming. That is not fraud. That is a frustrated customer getting answers to a very simple question the company refused to answer. The Company has behaved atrociously, and their unjustified accusations towards me only underscore that point.

I set forth below my responses to each of the company's false statements.

1. "[redacted] was again advised via email that claims may take up to 90 days per our claims policy and we may need to inspect the damage by retrieving the contents."

Not true. The shipper suggests that I was advised on September * that I was told that the claim would take up to 90 days and the the shipper may need to inspect the damage by retrieving the contents. On September *, I was advised by [redacted] that the damage to the Mottega lamp was an "unintentional mistake on our part and will be issuing a new lamp," which I took to mean that they accepted responsibility for the damage. When I was told the lamp was not available, I was told by [redacted] on September * in an email "I will refund your order for both lamps." I was not told there were any conditions to the refund at that point. The first time I was told that the shipper would need to retrieve the lamps was September *, when the shipping department told me "[redacted] will be coming to retrieve the damaged items on Monday or Tuesday."

2. "[redacted] informed him that the claim was just filed with us however [redacted] has scheduled an inspection of the damaged contents however they have not given us a specific date but it should be the following Monday or Tuesday."

Not true. All I was told was "[redacted] will be coming to retrieve the damaged items on Monday or Tuesday." The rest of the statement was not conveyed to me.

3. "We then received notice from [redacted] that they attempted to retrieve the contents from the received but they were not available at the time of pick up and a second attempt will be made. This is clearly stated on the attached [redacted] tracking form which is available for the customer to review at any time with his tracking number."

Not true. You can see from the [redacted] tracker that [redacted]' first attempt to pick up the lamps was September *, before I was even told that [redacted] was coming to pick up the lamps.

4. Beginning on September *, 2014 our claims adjuster and customer service rep [redacted] were inundated with emails from [redacted] asking them when [redacted] was coming.

Not true. I sent one email on September * asking to confirm that [redacted] was coming the following day because they did not come on September *. I did not receive a response. I next wrote on the evening of Wednesday, September **, two days later, advising the company that [redacted] had not come and that I would intend to throw the lamps away if I did not hear back from the company. There was some back and forth after that. Then on September **, I wrote again inquiring about when [redacted] would come. In each of these occasions, the company refused to give me any indication of when [redacted] intended to come pick up the lamps.

5. "[redacted] was informed that [redacted] does not provide us with specific dates on our pick [redacted] of claims however they will make a second attempt to pick up the contents since the first attempt was not successful."

Not true. I was never informed that [redacted] had made a first attempt or that they would make a second attempt. I did not find out that they made any attempts until I used the tracking number the company provided and saw for myself that they attempted to pick up the item on the [redacted], before I was even told that they were coming.

6. "[redacted] became verbally abusive and ask the claim adjust "Why doesn't one of you come personally and pick it up from my office and let [redacted] pick it up from you because it can't just sit in my mailroom at work"

Not true. That was written in an email on September ** so I could not be verbally abusive. And the suggestion that it be picked up was just that--a suggestion, because [redacted] had not come to pick up the item for 7 days after the company told me they would come.

7. On three of his emails, [redacted] stated that he retrieved our [redacted] account information and "finally got what he wanted" from our claim account and said "[redacted] closed the claim in Vielle and Frances' favor and [redacted] do not need to retrieve the goods".

Not true. I told the company that I used the tracking number that they provided me in an email from the company dated September ** and looked at the tracking information, which I forwarded to the shipper. I told the shipper I was confused, as the shipping information suggested that [redacted] had already tried to pick up the items on the [redacted] before I had even been told they were coming, and there was no activity after the [redacted]. I was told by the company that [redacted] was still investigating the claim, which seemed inconsistent with what the tracking information stated. So I called [redacted] at the 1*00 number, gave them the tracking number and asked them when they would come pick up the item. That is when they told me that they were not coming to pick up the item, that on September 9 they determined that they did not need to inspect the damage and would not challenge the claim because of the value of the merchandise. I sent an email to the company telling them what [redacted] told me. The Company continued to maintain that [redacted] was still coming, so I called back to [redacted] on two more occasions to confirm and to see what I could have been missing, All of this is evidenced in the correspondence.

*. We then informed him that info is incorrect moreover he is in violation of our consumer privacy rights with [redacted]. We advised him to stop contacting [redacted] as he is not authorized.

Not true. First, the only reason I contacted [redacted] at all was because the company adamnatly refused to provide me a simple piece of information--when [redacted] would come to pick up the lamps. This was a piece of information they initially provided me by saying [redacted] would come on Monday or Tuesday. So obviously it was information they could provide--they just chose not to. So I called.

Second, my contact of [redacted] was not improper. I used the same tracking number the Company provided to me in an email dated September **. You'll see this is in fact the same tracking number I was given for my items when I received confirmation of shipping on August **, 2014. It is absolutely not true that I identified myself as the company. I said I'm the receiver of the shipment and I was told [redacted] is coming to pick up the items, so when are they coming. Then [redacted] told me that they were not coming to pick up the shipment because they were not disputing the claim. And that decision was made on September *, one week prior to me contacting [redacted].

Third, the information [redacted] provided me apparently was correct. Even though they company told me it was incorrect, you will see from the company's response that they are not disputing that [redacted] actually was not coming to pick up the items and had made that decision on September *.

Fourth, I did not obtain any private customer information. I am the customer. The only information I obtained was about my delivery using the tracking number I was provided.

Fifth, while the company told me not to contact [redacted], they gave me the tracking number to contact [redacted], so I did. I have no idea why they would not want me to do that other than the fact that they were purposefully trying to mislead me about the status of my claim.

Sixth, you will see from the correspondence that the Company was giving me incorrect information. On September **, [redacted] told me that "This claim was just filed with [redacted] on Friday and with us a few days before." This is inconsistent with the tracking record, which shows that [redacted] allegedly tried to pick up the item on Thursday. Then, the Company changed the story. On Septmber **, [redacted] told me that "the request to pick up this merchandise was just filed last week on 9/*/14."

9. [redacted] refused to follow our procedure and sent more emails stating that he contacted [redacted] again, said that him and [redacted] came up with a "solution" that we should send him a shipping label so he could mail the damaged items instead of following our claims procedure process.

Not true. The company's reference to their procedure is a complete red herring. There is nothing in their written procedures telling me not to contact [redacted]. Quite tellingly, they do not attach their procedure to the email. I did suggest alternative means for them to pick up the products, but that was only because the company adamantly refused to provide me any information about when [redacted] was coming. In fact, it was [redacted] who suggested to me asking the company if they could send a label--which would have been a simple solution. Instead, the company rejected that proposal and insisted that [redacted] would come at some indeterminate point in time. In fact, [redacted] from the company told me that all they could say was that [redacted] would come at some point in the next 90 days. I cannot begin to explain the absurdity of that response. Nobody should be forced to make themselves available over a period of 90 days on the off chance that [redacted] may show up on any day.

The Company's procedures on returns is copied here:

"If a furniture/non-furniture item is damaged or defective, we will replace the damaged/defective part and in some cases, may replace the entire item. All damaged, incorrect merchandise or incorrect quantities must be inspected by a customer service representative within 24 hours of receipt in order for the claim to be valid. Photographs must be taken of the damage and/or incorrect item and uploaded to the Returns, Exchanges and Damage Form. Damage claims may take up to 90 days to investigate. Upon approval, Vielle + Frances will issue a return authorization number (RA) and our return address or Vielle + Frances may request a shipping carrier to retrieve the damaged contents. Please do not return item to the original address the item was shipped from. Please make sure to inspect all furniture upon receipt & after assembly. Vielle + Frances and our White Glove service provider cannot be held liable for missing boxes (pieces) or any damage to the product after a shipment has been signed for as complete or damage free."

You will see there is nothing here addressing contacting [redacted]. In fact, you will see that I complied with the procedure. I submitted a damage form within 24 hours, which was inspected by customer service within 24 hours. I was then told I would be refunded the money for the items. Vielle and Francis says they will provide a return authorization number in connection with a request shipping carrier to retrieve the item. No number was given to me. With this number I ostensibly could have tracked my return. But the company adamantly refused and instead made up policies that were not part of its actual policy.

As for the Company's claims that the claims process takes 90 days or that I signed for the goods, they waived the 90 days when they told me on the day after I received the items that my money would be refunded.

**. "[redacted] refused and sent another email stating that he spoke to [redacted] again about our claim account and they told him that we (Vielle and Frances) did not schedule a pick up on our account that they can see. [redacted] then accused the claim adjuster of lying and [redacted] stated had access to our [redacted] account information in which he was told by [redacted] that there wasn't a scheduled pickup on our account."

Not true. The correspondence tells the story. I did not contact [redacted] regarding the Company's claim. I used the tracking number the company provided and found out [redacted] was not coming to pick up the item. The only account information I have is through that tracking number. Quite tellingly, the company does not say that there is any other tracking information or claim information other than what was available through that tracking number. As you'll see from their response, they attach the same tracking information that I was able to get by typing the tracking number into [redacted]' website.

11. For the record we do not permit our customers to contact any of our vendors or shipping carriers directly in order to gain access to information. [redacted] was never given any of our account numbers or account information and we are unaware of how he obtained access to our account. As I stated, we have contact [redacted] and they are investigating this matter.

Not true. The company gave me a tracking number and [redacted] has a 1*00 number. The company cannot prevent me from calling that 1*00 number and there is clearly nothing in the company policy saying I cannot do so. I have no secret account information from the company--only that tracking number. I don't know what secret information they claim I obtained, but to the extent it is supposedly about private customer information--I am the customer!!

As for what [redacted] told the company, I don't know. It is hard for me to believe anything the company has said, because their stories change constantly. All information I got from [redacted] came from providing that tracking number. If [redacted] gave me more information than they were supposed to, I can't control that, but I doubt that is the case. The information they gave me was minimal--only that they were not picking up the merchandise because they were not challenging the claim and that they were going to refund the shipper the cost of the goods.

As for the claims of fraud--they are absolutely false. I expect that [redacted] will have records of my telephone calls--perhaps even recordings--and it will be clear that I always identified myself as the receiver and that the conversations are as I've explained. I never sought private customer information or company account details--only information pertaining to my order because the company adamantly refused to provide me even the simplest information about my account. To the extent there is any fraud, I would submit that if [redacted] is actually refunding the money for the shipment, and they refuse to refund me the money for my merchandise, then they are committing fraud, because they will have been paid twice on the same items.

Sincerely,

Business

Response:

Dear Revdex.com,

We stand by our initial response on this matter and have no further comment regarding [redacted]'s rebuttal. The decision to close his claim is final and will not be reopened. For the record, the customer agreed to our terms and conditions, shipping, returns and cancellation policies upon checkout of the floor sample items in which he purchased. We have attached a screenshot of the terms he read and agreed to upon checkout.

Regards,

Vielle and Frances

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

It is clear from the Company's response that they are liable for a refund of the damaged lamps because cannot dispute any of the facts laid out in my last response. Importantly:

They do not dispute that they agreed to refund me the price of the lamps on September *. That should be the end of the story.

They do not dispute that I complied with the return policy by promptly filling out a Damage Form within 24 hours, which they reviewed and approved.

They do not dispute that they were the ones who failed to comply with their own return policy, which is to provide me with a return authorization number after approving the damage claim, which never happened.

They do not dispute that there is nothing contained in their return policy that prevents me from reaching out to [redacted] to track a pick-up.

They do not dispute that the information that [redacted] provided me--that [redacted] would not be picking up my lamps--was in fact correct.

They do not dispute that they provided me the tracking number that I used to find out from [redacted] that my package was not being shipped or that [redacted] has a 1-800 number that I could call to get information about the alleged pick up.

They do not dispute that they refused to provide me any information about when [redacted] would allegedly pick up the lamps other than to say at some point in the next 90 days.

They do not dispute that [redacted] has agreed to refund them the cost of the lamps, yet will not refund me the money, and therefore are attempting to be paid twice for these lamps.

They do not dispute that they have defamed me by publishing a false statement on the Revdex.com website that I'm being investigated for fraud.

In sum, Vielle and Frances is in violation of their oral contract to refund me the money, in violation of their own return policy, and likely in violation of the law for defamation and fraud. Far from providing horrible customer service, this company has violated the rules of ethics. The company should be required to refund me the cost of the broken lamps, and the Revdex.com should explore whether the company should be punished for illegal business practices.

Review: I ordered a table on September **, 2014 (order # [redacted]) . I was told it would ship in 6-8 weeks, however if it was a custom order it would ship in 8-14 weeks. I ordered it right off the website so wasn't sure if it was custom. They processed my debt card on 9/**/14. After about 9 weeks I called to check of the status as I had not heard anything and I was told that it would probably ship around the [redacted] of November, as it had to pass through their inspection department. I then sold my existing dining table. Heard nothing from them and so I called again in mid December. Was told it would probably ship around Dec. [redacted]. Again, heard nothing from them so on the [redacted] of December I emailed them of my disappointment in not being updated and not receiving the table. It was a weekend and I promptly received an response thanking me for my inquiry and that I would hear from someone on [redacted], followed by a separate e-mail stating that my order had been cancelled as they did not have enough inventory to fill my order. It also stated that refunds can take up to 10-15 days to process. I have called several times only speaking to someone on the first call and since then my call to Customer Service goes to voice mail and after leaving a message they have failed to get back to me. They still have my $1275.92 and because they refuse to return my calls I feel that I have little recourse but to file this complaint.Desired Settlement: Receive refund to my Visa and never shop there again.

Business

Response:

Dear [redacted] & Revdex.com, I have looked into this order and see that a refund was issued on January [redacted]. Our accounting department was closed for holiday from December **, 2014 thru January [redacted]. If the refund has not shown up on your credit card statement within 30 days from the date of the refund please call customer service at ###-###-####. Thank you for shopping with us and we sincerely apologize for this inconvenience. Sincerely,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have monitored my account from which the funds were withdrawn and have not had a credit for $1275.92 or any amount close to that.I called Vielle and Frances several times before filing my complaint to no avail. It seems that if they had credited my account they would have responded to my calls or email and stated that.Can you ask them to provide the transaction info to prove that they have indeed returned my money?My account on their website still shows that I have an order for the table with the status of "payment review". I appreciate your reconsidering this complaint.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Yes a refund has been issued on this order. If the customer has not received the refund we suggest the customer file a dispute on the amount as it should have already been credited. We have changed credit card processors due to a few errors we were experiencing with them and the lack of access we had in processing credit card refunds. [redacted]Vielle and Frances, Inc.[redacted]P: ###-###-####Fax ###-###-####Web: www.vielleandfrances.com

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I spoke to someone in Customer Service at the business and they gave me a transaction ID # [redacted] that the refund was processed with. I then called the banks Electronic Claims Department and they searched my account and they searched this transaction id #. Neither showed that a refund was processed. The bank will attempt to call the business with a 3 way call to include myself to resolve this issue tomorrow.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I ordered a desk from the company's website. The cost of the desk was $1,125. I called when I placed the order and I was told there were two desks in stock. The order was placed on February *, 2013. The order was originally scheduled for delivery on April *, 2013, subsequently rescheduled to May *, 2013, and subsequently rescheduled again to June *, 2013. It is now June **, 2013 and the desk has not been delivered. The company delivery policy states 4-14 weeks for white glove delivery. I contacted the retailer over a dozen times via email and voicemail. They NEVER responded to me. Not once. I must have called fifty times to connect with a person and not a machine. The few times I got through to a person, there was always some excuse as to the system being down or that my order status would be updated the next day with tracking and delivery information. It was never updated. The item was never delivered. Every time I called I spoke to the same woman who was incredibly rude to me and claimed to not have access to order information or the system being down. I think this business has just one employee who is dishonest. I have now disputed the charge on my credid card.Desired Settlement: Full refund to my credit card.

Business

Response:

Customer was already refunded for the desk. Customer called numerous times requesting to cancel. We informed him to fill out the cancellation form yet he never did.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I was not refunded by the business. I had to dispute the charge with [redacted] (my credit card company). As of my last communication with [redacted], the dispute had not been resolved with Vielle and Frances, though [redacted] did refund me the money so the dispute is now between [redacted] and Vielle and Frances. I also attempted to contact this vendor more than a dozen times between February and the end of June. My phone calls and emails were never returned. None of them. I would at least appreciate an apology for waiting five months for delivery of a desk that never came. Vielle and Frances only canceled the order once they had been contacted by [redacted] regarding the dispute and the Revdex.com regarding the complaint.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

At this time, I have not been contacted by Vielle + Frances, Inc regarding complaint ID [redacted].

Review: As an Interior Designer for over 10 years, I have never had such a negative experience with a vendor before as I did with Vielle and Frances. I found pillows on their website for a clients apartment, which I purchased online as if they were in stock and ready to ship. Within 2 days I received a confirmation email stating my order would take 6-8 weeks to arrive. I immediately called the company with no answer and emailed them to find out if this lead time was really the case- as my client needed these pillows by Memorial day in time for her baby's birth. [redacted], from Vielle and Frances, responded that they would take 3-4 weeks. I told him thank you for letting me know, as my client would not wait and I wanted to make sure they were not custom. I then continued to follow up many times over the course of the next few weeks with little or no response from the vendor. The pillows of course did not arrive in the time frame the vendor gave me. I sent over 35 emails and called multiple times to try to get an answer, no one helped me. Their online status report never updated and I had no idea when these would be delivered. My client was very upset and I felt helpless. Finally on July [redacted] they sent me an email saying they attempted delivery and could not deliver, but it is a large doorman building with an entire package room and there would be no one to turn it away. I immediately called and emailed them to find out what happened and when these would be redelivered. They sent me an email their office was closed for a couple days and I should call customer service. I did, and told them I needed to know when the pillows would be delivered and that my client was going on holiday. They did not get back to me. I continued to email. I received no notification the pillows were delivered and no tracking information online. My client returned home from vacation on August [redacted], contacted me immediately that only 3 pillows came and in a very damaged box. I called Vielle and Frances right away and left word. I then emailed them and called again. I spoke to someone who told me there was nothing she could do, I couldnt return the pillows. She said she would find out where the 4th pillow was and get back to me. It is now September [redacted] and my client has still not received the 4th pillow. I disputed this with American Express, who sided with the vendor due to their policies of 24 hours to notify them if merchandise is missing- however I did notify them as soon as my client received the merchandise and it is not my clients fault for being away- especially when I contacted the vendor numerous times to find out when the pillows would be redelivered and they did not respond to me. We should not be penalized for that after all I have been through with this vendor and how on top of this order I was. The vendor has been sending me threatening emails and invoices for charge-back fees, threatening they will send me to collections. It is not fair that I paid $600 for these pillows in April and it is now September and I only have 3/4 pillows. How dare they try to charge me MORE money now?!! This is NOT fair and this is a horrible company that has terrible customer service and should not be in business. I hope no one else has to go through the frustrations that I did over the past 5 months trying to get this order fulfilled. My client has found other pillows in this time and no longer wants these- as I have never heard of pillows taking 4 months to be made!!!!Desired Settlement: I would like the company to refund us at least for the merchandise that did not arrive and since they told us the pillows would take 3-4 weeks and it took 16 weeks for only 3 pillows to arrive, we should be compensated somehow. Also, I would like them to stop sending me invoices for chargeback fees and threatening to send me to collections, when they have money of mine which I did not receive my merchandise for.

Business

Response:

Over the years we have had to formulate various company policies. These policies have never been arbitrarily adopted, but rather chosen in order to be able to accommodate our customers. One of these policies is that our customers have 24 hours after receipt of their order in which to file a claim for any damage, incorrect or missing items. We feel this allows sufficient time for our claims specialist to immediately assess the claim and take the necessary steps to rectify it in a reasonable time frame.

This customer agreed to the terms and conditions that are clearly stated on our website and also ticked the box prior to check out that she read and agreed to the terms and conditions.

The confirmation email sent to this customer stated the pillows are custom order and can take any where between 8-14. We have several notes of phone calls that the customer was aware of the time frame and continued with the order. On 7/**/13 customer called into customer service as she was told that there was a delivery attempt made and was unsuccessful, she expressed that she needed the pillows immediately and ask if they could be rushed. The customer service agreed to rush the pillows to her by our in house messenger service and the pillows were delivered on 7/**/13 and signed for. We did not hear back from this customer until 8/**/13 when she filed a claim form saying she was dissatisfied with the pillows and she was missing one. Our claims united referred to our policy which it states all custom orders are non-returnable and if it was returnable it needs to be done within 3 days of receipt and will incur a 25% restocking fee. They also referred her to the policy that states if any item is missing, incorrect or damaged a claim must be filed within 24 hours of receipt. The claims specialist responded to her via email with his assessment and denied it for being out of the time frame requirements to file a claim.

The customer then filed a chargeback with American express and they immediately refused her chargeback do to the fact that she needed to inform us of any missing items within 24 hours of receipt. Being that this customer asked the order to be rushed to her and she didn't file a claim until 2 weeks later we are well within our legal right to uphold our policy. After AMEX refused the charge back regarding the return. She then filed another charge back with Amercian Express stating she was dissatisfied with the product and wanted to return it. AMEX again referred her to the policy and told her to stop filing chargebacks when in fact she did receive the merchandise and the policy of returns was already address in the previous chargeback.

All customers no matter who they are required to follow the procedure for a damage/incorrect/missing claim and American Express has agreed with us in regards to what our policies are.

We do not accept phone calls or emails regarding claims as we have claims specialist who are trained in this area and our customer service/order reps do not have the authority to assess a claim. This procedure must be followed.

I am sorry for this inconvenience but this procedure must be followed. No exceptions.

Attached is a copy of our return policy and check out screen which shows the policy again.

Best,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Review: We placed an order on 11/*/14 that was confirmed via email, and my [redacted] was charged on the same date. In December, we placed two calls to customer service to inquire about shipping status which resulted in the employee at V+F telling us that the item had not shipped from the supplier. It is apparent that this employee simply placed me on hold and never even looked up my order or this issue would have been identified then. On 2/*/15 we called again and this time we were informed that our order does not exist (despite the email confirmation received in November) and that it would be researched. On 2/**/15 we sent another follow-up email after having not heard one word from anyone at V+F. At this time our [redacted] card was not credited back the charge. The ironic thing is that their system states that this exact item is "in stock" and available for shipment. On 2/**/15 we received a very curt email stating that the amount would be refunded to our card, after having been charged interest for three months. As of today, March [redacted], the card has not been credited and fortunately the good people at [redacted] have been kind enough to understand the situation, and on our behalf dispute what is by now a fraudulent charge, despite the period of time that has passed since the original payment was made.Desired Settlement: Refund my credit card.

Business

Response:

Hello. The customer was notified when they called into customer service that the table is currently out of stock as we were experiencing delays from our overseas supplier. The customer was given a credit to their account. [redacted] has already issued the credit to the customers credit card.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:My credit card company has not received a request for my account to be credited.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Vielle and Frances, Inc. has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,[redacted]

Review: I purchased a nightstand online back in August for over $500. I was told the item would ship within 6-8 weeks. It took them a week to even process the order. When I called at the end of September, 6 weeks later, I was told by someone who was extremely rude, they were under no obligation to provide me an update as to the status of my order as to when it would arrive of where it was shipping from. When I inquired about them canceling bc I don't work with companies who treat their customers this way, I was told they would charge me a cancellation fee so I did not cancel.

I wrote the company and asked they cancel the order without charging me a fee given the order was not shipped within the time frame and how rude their employees were and I didnt hear back for days!!!!! I then called the store again, and this time, I was told the shipping date is only an estimate and they have 12 weeks to fulfill the order and I was instructed to read the fine print

A week later I received an email saying my order was cancelled. Ten days later I still don't have the refund and when I inquired about it I was told I was going to be charged a cancellation fee! The fact they are charging a fee for canceling an item they never fulfilled is ridiculous. I still don't have my money and they have been rude and ignorant at every step of the wayDesired Settlement: I would like my money returned IN FULL!

Business

Response:

Our policy clearly states prior to a customer checking out that all orders cancelled after 24 hours will incur a 25% cancellation fee. A customer must agree to these terms or conditions in order to proceed to checkout. Our policy states estimated ship dates are not guaranteed. If a customer would like a guaranteed ship date there is a $150 fee for this in which this customer did not pay for. Our shipping policy states all furniture items will take anywhere between 8-12 weeks. The date the customer called was only 6 weeks from the time she ordered which means this order had yet to meet the minimum shipping time frame. This customer called into our customer service department asking for a specific ship date and she was told when the item would approximately shipped. She then sent our corporate headquarters an email complaining that she wanted us to cancel her order. We informed her that we indeed can cancel the order however there will be a 25% restocking fee incurred as this is our policy in which she agreed to.

We will uphold our policy and refund the customer minus the 25% restocking fee.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

THEY PROMISED A REFUND ON OCTOBER [redacted]. I have it in writing, and and I have not yet received a refund. I've reached out to them twice between then and now, and have not heard back!!

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Case # [redacted] - Customer was issued a FULL refund

Consumer

Response:

[redacted]

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because

That is NOT true!!!! They took off 25%. I

did not receive a full refund!

[Your Answer Here]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,