ViX by Paula Hermanny

Hi ***, Received your letter of a complaint from one of our customer and here is our responseFarther down in this email, is the chain of emails between the customer and customer service Customer contacted ViX Customer Service regarding color consistency issue with an item purchased that was on sale and had an additional 10% discount taken off from the sale price for a promotional code that was usedViX Customer service requested to send this back to us right away to look into to see if it was a possible manufacture defectCustomer service stated if the problem is only her item, we would be happy to send a replacementIf not, we will refund her in full for the itemCustomer Service provided specific instructions on how to return and ATTN TO; Suggested to use the FEDEX return label provided in her order and ViX would waive the $label fee to return it to usCustomer expressed concern regarding the item being sold outCustomer Service implied yes, the item was currently sold out and was mentioned it may not be restocked upon receiving her defective item and in this case we would still offer a refundBoth parties were aware that ViX inventory no longer had the size needed to replace Customer stated she really wanted the cover up, but doesn’t want to send it back if she cannot get a new one in returnViX Customer Service reinstated that IF the customer wanted to keep the item, then we cannot offer a refundThe only option if she wanted to keep the item is offer a 20% off code for next purchase for the inconvenienceCustomer responded she really just wants the cover up and doesn’t plan on placing a new orderStated it’s so ugly and looked like a bee threw up pollen on itConfused as to why the customer wants to keep something she dislikes so much, customer service advised to return for refund if unsatisfied with itemdays later, customer contacted ViX Customer Service again requesting a 30% off price adjustment since ViX was holding a special Memorial Day Sale on sale itemsCustomer Service sent customer a copy of the sale disclaimer highlighting two main bullet points for sale items“Discount cannot be combined with any other offers” “Discount cannot be applied to previous purchases.” Customer contacted ViX Customer Service again and asked if there was anything else we can do and that she won't use the 20% off discount on future order that was offeredAfter much back and forth about customer wanting to keep the item she was so disgusted with, there was unfortunately nothing else ViX Customer Service could offer besides the refund Please let me know if there is anything further I can doRegards, [redacted] *** | ACCOUNTING MANAGER***@VIXPAULAHERMANNY.COM | P[redacted] x ***PALOMAR OAKS WAY SUITE | CARLSBAD, CA 92011VIXPAULAHERMANNY.COM FACEBOOK.COM/VIXPAULAHERMANNY | INSTAGRAM.COM/VIXPHERMANNY | TWITTER.COM/VIXPHERMANNY From: < [redacted] @aol.com>Date: Tuesday, May 26, 11:AMTo: [redacted] Subject: Re: V I X Paula Hermanny: New Order # [redacted] I'm contacting the Revdex.comYou products are cheap and defectiveThe least you could have done is honor the lower price regardless of the 10%I will never use the 20% off you offered on a future orderI am NOT shopping here againEven the swim suit is cheaply madeThe fringe looks like it will fall apart the first time I wear itI didn't say anything about that because I figured that's what happens because it's fringedBut, bought a swim suit for literally $from H&M that also has fringe and it isn't unraveling like the one I got from you-----Original Message-----From: ViX Customer Service To: [redacted] < [redacted] @aol.com>Sent: Tue, May 26, 2:pmSubject: Re: V I X Paula Hermanny: New Order # [redacted] Hi again, Unfortunately there is nothing else we can do Best, [redacted] | CUSTOMER SERVICE [email protected] | P[redacted] x ***PALOMAR OAKS WAY SUITE | CARLSBAD, CA 92011VIXPAULAHERMANNY.COM FACEBOOK.COM/VIXPAULAHERMANNY | INSTAGRAM.COM/VIXPHERMANNY | TWITTER.COM/VIXPHERMANNY From: < [redacted] @aol.com> Date: Tuesday, May 26, 11:AM To: [redacted] < [email protected]> Subject: Fwd: V I X Paula Hermanny: New Order # [redacted] -----Original Message----- From: [redacted] < [redacted] @aol.com> To: customerservice < [email protected]> Sent: Thu, May 21, 1:pm Subject: Re: V I X Paula Hermanny: New Order # [redacted] Can you do anything else since the item was damaged? I won't use the 20% off a future order that you previously offeredI don't plan on placing another order-----Original Message----- From: ViX Customer Service < [email protected]> To: [redacted] < [redacted] @aol.com> Sent: Thu, May 21, 1:pm Subject: Re: V I X Paula Hermanny: New Order # [redacted] My apologies you are correct it is a sale item which was non returnabledays is our regular return policy window on return items You received this item using a 10% off code iVvAed and codes cannot be combinedWe also cannot apply discounts on past orders We will not be able to honor what you are requesting at this time Have a great day Best, [redacted] | CUSTOMER SERVICE [email protected] | P[redacted] x ***PALOMAR OAKS WAY SUITE | CARLSBAD, CA 92011VIXPAULAHERMANNY.COM FACEBOOK.COM/VIXPAULAHERMANNY | INSTAGRAM.COM/VIXPHERMANNY | TWITTER.COM/VIXPHERMANNY From: < [redacted] @aol.com> Date: Thursday, May 21, 10:AM To: [redacted] < [email protected]> Subject: Re: V I X Paula Hermanny: New Order # [redacted] You never said I had days, It was a sale item in the first place so it was non-returnable with your regular return guidelinesIt would be a nice gesture to honor the 30% which it is currently priced atI have no use for the 20% off a future order which you offered-----Original Message----- From: ViX Customer Service < [email protected]> To: [redacted] < [redacted] @aol.com> Sent: Thu, May 21, 1:pm Subject: Re: V I X Paula Hermanny: New Order # [redacted] Please seek sale disclaimer attachedI have advised you to return the item if you are unsatisfied however now it is past the day return policy so that is no longer an optionSincere apologies [redacted] | CUSTOMER SERVICE [email protected] | P[redacted] x ***PALOMAR OAKS WAY SUITE | CARLSBAD, CA 92011VIXPAULAHERMANNY.COM FACEBOOK.COM/VIXPAULAHERMANNY | INSTAGRAM.COM/VIXPHERMANNY | TWITTER.COM/VIXPHERMANNY From: < [redacted] @aol.com> Date: Thursday, May 21, 9:AM To: [redacted] < [email protected]> Subject: Re: V I X Paula Hermanny: New Order # [redacted] Is it at least possible to get a price adjustment for extra 30% off that's going on now? I still don't want to return it but also having worn it yet eitherIt just sits in it's bag on the floor in the corner -----Original Message----- From: ViX Customer Service < [email protected]> To: [redacted] < [redacted] @aol.com> Sent: Wed, May 6, 7:pm Subject: Re: V I X Paula Hermanny: New Order # [redacted] I'm sorry ***, but the only thing I can advise is return the item for a refund if you are unsatisfied with it Let me know if you have any other questions or concerns [redacted] | CUSTOMER SERVICE [email protected] | P[redacted] x ***PALOMAR OAKS WAY SUITE | CARLSBAD, CA 92011VIXPAULAHERMANNY.COM FACEBOOK.COM/VIXPAULAHERMANNY | INSTAGRAM.COM/VIXPHERMANNY | TWITTER.COM/VIXPHERMANNY From: < [redacted] @aol.com> Date: Wednesday, May 6, 2:AM To: [redacted] < [email protected]> Subject: Re: V I X Paula Hermanny: New Order # [redacted] I really just want this cover-up, I just wish it was okI don't plan on placing another orderAny other items I would have wanted are sold outI need a cover upI may have to re dye it or do somethingIt's so ugly right nowIt looks like a bee threw up pollen on itIn areas, it is a really dark ugly yellow or white spots.Not the pretty, light yellow that it is supposed to be-----Original Message----- From: ViX Customer Service < [email protected]> To: [redacted] < [redacted] @aol.com> Sent: Tue, May 5, 2:pm Subject: Re: V I X Paula Hermanny: New Order # [redacted] Hi ***, If you want to keep the item we cannot offer a refundWe no longer have mediums available to replace The only option if you want to keep the item is offer you a 20% off code for your next purchaseLet me know if this is something you are interested in Apologies for the inconvenience [redacted] | CUSTOMER SERVICE [email protected] | P[redacted] x ***PALOMAR OAKS WAY SUITE | CARLSBAD, CA 92011VIXPAULAHERMANNY.COM FACEBOOK.COM/VIXPAULAHERMANNY | INSTAGRAM.COM/VIXPHERMANNY | TWITTER.COM/VIXPHERMANNY From: < [redacted] @aol.com> Date: Monday, May 4, 2:PM To: [redacted] < [email protected]> Subject: Re: V I X Paula Hermanny: New Order # [redacted] I just really want the cover upI don't want to send it back if I can't get one in returnAnd, it's only currently available in the size LI have the mediumIs there any thing else? -----Original Message----- From: ViX Customer Service < [email protected]> To: [redacted] < [redacted] @aol.com> Sent: Mon, May 4, 5:pm Subject: Re: V I X Paula Hermanny: New Order # [redacted] It currently is at the momentI cannot guarantee it will be restocked upon us receivingIn this case we would offer a refund [redacted] | CUSTOMER SERVICE [email protected] | P[redacted] x ***PALOMAR OAKS WAY SUITE | CARLSBAD, CA 92011VIXPAULAHERMANNY.COM FACEBOOK.COM/VIXPAULAHERMANNY | INSTAGRAM.COM/VIXPHERMANNY | TWITTER.COM/VIXPHERMANNY From: < [redacted] @aol.com> Date: Monday, May 4, 11:AM To: [redacted] < [email protected]> Subject: Re: V I X Paula Hermanny: New Order # [redacted] The item is sold out? -----Original Message----- From: ViX Customer Service < [email protected]> To: [redacted] < [redacted] @aol.com> Sent: Mon, May 4, 1:pm Subject: Re: V I X Paula Hermanny: New Order # [redacted] Hi ***, I see what you are talking about! Thank you for providing photosPlease send this back to us as we need to look into this to see if its a manufacture defectIf its a defect with just yours I will be happy to resend you a new oneIf not we will refund you in full for the itemPlease use the FEDEX TRACKING return label we providedWe will waive the $chargeAlso, please write, "ATTEN [redacted] " on the packing slip it originally came with Let me know if you have any questions Best, [redacted] [redacted] | CUSTOMER SERVICE [email protected] | P[redacted] x ***PALOMAR OAKS WAY SUITE | CARLSBAD, CA 92011VIXPAULAHERMANNY.COM FACEBOOK.COM/VIXPAULAHERMANNY | INSTAGRAM.COM/VIXPHERMANNY | TWITTER.COM/VIXPHERMANNY From: < [redacted] @aol.com> Date: Saturday, May 2, 10:AM To: [redacted] < [email protected]> Subject: Re: V I X Paula Hermanny: New Order # [redacted] I received my order todayThere is some serious consistency issues with the color and dye on the yellow cover upThere are spots were it's almost white and other blobs of dark yellowI attached photos-----Original Message----- From: ViX Customer Service < [email protected]> To: [redacted] < [redacted] @aol.com> Sent: Tue, Apr 28, 6:am Subject: V I X Paula Hermanny: New Order # [redacted] thank youDear [redacted] ,Thanks for placing your order with V I X Paula Hermanny, SOFIA by V I X, and Paula Hermanny.We appreciate your loyalty and look forward to outfitting you again in the futureOnce your package ships we will send an email with a link to track your orderIf you have any questions about your order please contact us [email protected] call us at[redacted] x***Monday - Friday, 8am - 5pm PST Your order confirmation is below Orders will be processed and shipped during the regular business days of Monday through FridayOrders placed on the weekends or holidays will be processed and shipped the following business dayThis may vary depending on large promotions, product availability and holiday shipping schedules via FedExYOUR ORDER # [redacted] (placed on April 28, 3:47:AM PDT) Billing Information: Payment Method: [redacted] ***United StatesT:[redacted] Credit Card Credit Card Type: [redacted] Credit Card Number: XXXX- [redacted] Shipping Information: Shipping Method: [redacted] blvd [redacted] , Ohio, ***United StatesT:[redacted] Flat Rate - Fixed Item Sku Qty Subtotal SOLID PISCO TRIANGLE FRINGE TOP Size S [redacted] $SOLID PISCO TIE SIDE BOTTOM Size S Cut Full Cut [redacted] $SOLID YELLOW NAYA CHEMISE DRESS Size M [redacted] M $TIE DYE SCARF Size OS [redacted] S $Subtotal $Shipping & Handling $Discount (10% Off, iVvAed) -$Grand Total $

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
I never said I didn't want to return the item and never agreed to keep it, even for the stupid 20% off a future purchaseI really wanted the covbut that they agreed was defectiveThey offered to exchange it, knowing it was out of stockThen they offered a refund I said I wanted to think about it I thought about possibly dying the item a different color, etcI want the item, just the correct non-defective itemThey never gave me a time frame in which to return the item, especially after I said I wasn't sure if I wanted to keep the item or notThey didn't respond when I told them I wanted to think about itYou think they would have then given a time frame to decidedays later, when I told them I would agree to keep the item if they adjusted the price as it was currently being sold, regardless of promos rules, etc that Vix made up and added in later emailsAll they had to do to adjust it, is just discount it less minus the whole 10% I used on the original purchase if they didn't want to combine discountsFigure it out so it was 30% off what it currently selling for and adjust it according to what I paid It was a complete reasonable request to give me the defective item at the sale price I have no use for 20% off a future order as I will never be purchasing from Vix againIt is a useless and pointless solution to the problem When they refused the reasonable alternative to just offer the lowest selling price of the item and I would have been fine with that, I wanted to return the item and then they told me it was no longer returnableNo where was I ever given a time frame in which I had to return the itemThen they basically told me , "Oh, well, nothing we can do."They really didn't make an attempt to care about making this right days to return an item isn't much time at all, especially when you aren't told when I had to return the itemI had to go out of my way to pack it back up and drive it to a drop off locationEven if I had told them I wanted to return the item from the beginning, I doubt I would have been able to do so in that time frame

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
I never said I didn't want to return the item and never agreed to keep it, even for the stupid 20% off a future purchaseI really wanted the covbut that they agreed was defectiveThey offered to exchange it, knowing it was out of stockThen they offered a refund I said I wanted to think about it I thought about possibly dying the item a different color, etcI want the item, just the correct non-defective itemThey never gave me a time frame in which to return the item, especially after I said I wasn't sure if I wanted to keep the item or notThey didn't respond when I told them I wanted to think about itYou think they would have then given a time frame to decidedays later, when I told them I would agree to keep the item if they adjusted the price as it was currently being sold, regardless of promos rules, etc that Vix made up and added in later emailsAll they had to do to adjust it, is just discount it less minus the whole 10% I used on the original purchase if they didn't want to combine discountsFigure it out so it was 30% off what it currently selling for and adjust it according to what I paid It was a complete reasonable request to give me the defective item at the sale price I have no use for 20% off a future order as I will never be purchasing from Vix againIt is a useless and pointless solution to the problem When they refused the reasonable alternative to just offer the lowest selling price of the item and I would have been fine with that, I wanted to return the item and then they told me it was no longer returnableNo where was I ever given a time frame in which I had to return the itemThen they basically told me , "Oh, well, nothing we can do."
They really didn't make an attempt to care about making this right days to return an item isn't much time at all, especially when you aren't told when I had to return the itemI had to go out of my way to pack it back up and drive it to a drop off locationEven if I had told them I wanted to return the item from the beginning, I doubt I would have been able to do so in that time frame

Hi ***,Received your letter of a complaint from one of our customer and here is our responseFarther down in this email, is the chain of emails between the customer and customer service. Customer contacted ViX Customer Service regarding color consistency issue with an item purchased that was
on sale and had an additional 10% discount taken off from the sale price for a promotional code that was used.ViX Customer service requested to send this back to us right away to look into to see if it was a possible manufacture defectCustomer service stated if the problem is only her item, we would be happy to send a replacementIf not, we will refund her in full for the item.Customer Service provided specific instructions on how to return and ATTN TO; Suggested to use the FEDEX return label provided in her order and ViX would waive the $label fee to return it to us.Customer expressed concern regarding the item being sold out.Customer Service implied yes, the item was currently sold out and was mentioned it may not be restocked upon receiving her defective item and in this case we would still offer a refundBoth parties were aware that ViX inventory no longer had the size needed to replace Customer stated she really wanted the cover up, but doesn’t want to send it back if she cannot get a new one in return.ViX Customer Service reinstated that IF the customer wanted to keep the item, then we cannot offer a refundThe only option if she wanted to keep the item is offer a 20% off code for next purchase for the inconvenience.Customer responded she really just wants the cover up and doesn’t plan on placing a new orderStated it’s so ugly and looked like a bee threw up pollen on it.Confused as to why the customer wants to keep something she dislikes so much, customer service advised to return for refund if unsatisfied with itemdays later, customer contacted ViX Customer Service again requesting a 30% off price adjustment since ViX was holding a special Memorial Day Sale on sale items.Customer Service sent customer a copy of the sale disclaimer highlighting two main bullet points for sale items.“Discount cannot be combined with any other offers”“Discount cannot be applied to previous purchases.”Customer contacted ViX Customer Service again and asked if there was anything else we can do and that she won't use the 20% off discount on future order that was offered.After much back and forth about customer wanting to keep the item she was so disgusted with, there was unfortunately nothing else ViX Customer Service could offer besides the refund. Please let me know if there is anything further I can do.Regards,*** *** | ACCOUNTING MANAGER***@VIXPAULAHERMANNY.COM | P. 858.*** x ***PALOMAR OAKS WAY SUITE | CARLSBAD, CA 92011VIXPAULAHERMANNY.COM FACEBOOK.COM/VIXPAULAHERMANNY | INSTAGRAM.COM/VIXPHERMANNY | TWITTER.COM/VIXPHERMANNY From: Date: Tuesday, May 26, 11:AMTo: *** *** Subject: Re: V I X Paula Hermanny: New Order # *** I'm contacting the Revdex.comYou products are cheap and defective.The least you could have done is honor the lower price regardless of the 10%I will never use the 20% off you offered on a future orderI am NOT shopping here againEven the swim suit is cheaply madeThe fringe looks like it will fall apart the first time I wear itI didn't say anything about that because I figured that's what happens because it's fringedBut, bought a swim suit for literally $from H&M that also has fringe and it isn't unraveling like the one I got from you.-----Original Message-----From: ViX Customer Service To: *** Sent: Tue, May 26, 2:pmSubject: Re: V I X Paula Hermanny: New Order # ***Hi again,Unfortunately there is nothing else we can do. Best, *** *** | CUSTOMER SERVICE [email protected] | P. 858.*** x ***PALOMAR OAKS WAY SUITE | CARLSBAD, CA 92011VIXPAULAHERMANNY.COM FACEBOOK.COM/VIXPAULAHERMANNY | INSTAGRAM.COM/VIXPHERMANNY | TWITTER.COM/VIXPHERMANNY From: Date: Tuesday, May 26, 11:AM To: *** *** Subject: Fwd: V I X Paula Hermanny: New Order # *** -----Original Message----- From: *** To: customerservice Sent: Thu, May 21, 1:pm Subject: Re: V I X Paula Hermanny: New Order # ***Can you do anything else since the item was damaged? I won't use the 20% off a future order that you previously offeredI don't plan on placing another order.-----Original Message----- From: ViX Customer Service To: *** Sent: Thu, May 21, 1:pm Subject: Re: V I X Paula Hermanny: New Order # ***My apologies you are correct it is a sale item which was non returnabledays is our regular return policy window on return items. You received this item using a 10% off code iVvAed and codes cannot be combinedWe also cannot apply discounts on past orders. We will not be able to honor what you are requesting at this time. Have a great day Best, *** *** | CUSTOMER SERVICE [email protected] | P. 858.*** x ***PALOMAR OAKS WAY SUITE | CARLSBAD, CA 92011VIXPAULAHERMANNY.COM FACEBOOK.COM/VIXPAULAHERMANNY | INSTAGRAM.COM/VIXPHERMANNY | TWITTER.COM/VIXPHERMANNY From: Date: Thursday, May 21, 10:AM To: *** *** Subject: Re: V I X Paula Hermanny: New Order # *** You never said I had days, It was a sale item in the first place so it was non-returnable with your regular return guidelinesIt would be a nice gesture to honor the 30% which it is currently priced atI have no use for the 20% off a future order which you offered.-----Original Message----- From: ViX Customer Service To: *** Sent: Thu, May 21, 1:pm Subject: Re: V I X Paula Hermanny: New Order # ***Please seek sale disclaimer attached.I have advised you to return the item if you are unsatisfied however now it is past the day return policy so that is no longer an option.Sincere apologies. *** *** | CUSTOMER SERVICE [email protected] | P. 858.*** x ***PALOMAR OAKS WAY SUITE | CARLSBAD, CA 92011VIXPAULAHERMANNY.COM FACEBOOK.COM/VIXPAULAHERMANNY | INSTAGRAM.COM/VIXPHERMANNY | TWITTER.COM/VIXPHERMANNY From: Date: Thursday, May 21, 9:AM To: *** *** Subject: Re: V I X Paula Hermanny: New Order # *** Is it at least possible to get a price adjustment for extra 30% off that's going on now?I still don't want to return it but also having worn it yet eitherIt just sits in it's bag on the floor in the corner. -----Original Message----- From: ViX Customer Service To: *** Sent: Wed, May 6, 7:pm Subject: Re: V I X Paula Hermanny: New Order # ***I'm sorry ***, but the only thing I can advise is return the item for a refund if you are unsatisfied with it. Let me know if you have any other questions or concerns. *** *** | CUSTOMER SERVICE [email protected] | P. 858.*** x ***PALOMAR OAKS WAY SUITE | CARLSBAD, CA 92011VIXPAULAHERMANNY.COM FACEBOOK.COM/VIXPAULAHERMANNY | INSTAGRAM.COM/VIXPHERMANNY | TWITTER.COM/VIXPHERMANNY From: Date: Wednesday, May 6, 2:AM To: *** *** Subject: Re: V I X Paula Hermanny: New Order # *** I really just want this cover-up, I just wish it was okI don't plan on placing another orderAny other items I would have wanted are sold outI need a cover upI may have to re dye it or do somethingIt's so ugly right nowIt looks like a bee threw up pollen on itIn areas, it is a really dark ugly yellow or white spots.Not the pretty, light yellow that it is supposed to be.-----Original Message----- From: ViX Customer Service To: *** Sent: Tue, May 5, 2:pm Subject: Re: V I X Paula Hermanny: New Order # ***Hi ***,If you want to keep the item we cannot offer a refundWe no longer have mediums available to replace. The only option if you want to keep the item is offer you a 20% off code for your next purchaseLet me know if this is something you are interested in. Apologies for the inconvenience *** *** | CUSTOMER SERVICE [email protected] | P. 858.*** x ***PALOMAR OAKS WAY SUITE | CARLSBAD, CA 92011VIXPAULAHERMANNY.COM FACEBOOK.COM/VIXPAULAHERMANNY | INSTAGRAM.COM/VIXPHERMANNY | TWITTER.COM/VIXPHERMANNY From: Date: Monday, May 4, 2:PM To: *** *** Subject: Re: V I X Paula Hermanny: New Order # *** I just really want the cover upI don't want to send it back if I can't get one in returnAnd, it's only currently available in the size LI have the mediumIs there any thing else?-----Original Message----- From: ViX Customer Service To: *** Sent: Mon, May 4, 5:pm Subject: Re: V I X Paula Hermanny: New Order # ***It currently is at the momentI cannot guarantee it will be restocked upon us receivingIn this case we would offer a refund. *** *** | CUSTOMER SERVICE [email protected] | P. 858.*** x ***PALOMAR OAKS WAY SUITE | CARLSBAD, CA 92011VIXPAULAHERMANNY.COM FACEBOOK.COM/VIXPAULAHERMANNY | INSTAGRAM.COM/VIXPHERMANNY | TWITTER.COM/VIXPHERMANNY From: Date: Monday, May 4, 11:AM To: *** *** Subject: Re: V I X Paula Hermanny: New Order # *** The item is sold out?-----Original Message----- From: ViX Customer Service To: *** Sent: Mon, May 4, 1:pm Subject: Re: V I X Paula Hermanny: New Order # ***Hi ***,I see what you are talking about! Thank you for providing photosPlease send this back to us as we need to look into this to see if its a manufacture defectIf its a defect with just yours I will be happy to resend you a new oneIf not we will refund you in full for the item.Please use the FEDEX TRACKING return label we providedWe will waive the $chargeAlso, please write, "ATTEN ***" on the packing slip it originally came with. Let me know if you have any questions Best,*** *** *** | CUSTOMER SERVICE [email protected] | P. 858.*** x ***PALOMAR OAKS WAY SUITE | CARLSBAD, CA 92011VIXPAULAHERMANNY.COM FACEBOOK.COM/VIXPAULAHERMANNY | INSTAGRAM.COM/VIXPHERMANNY | TWITTER.COM/VIXPHERMANNY From: Date: Saturday, May 2, 10:AM To: *** *** Subject: Re: V I X Paula Hermanny: New Order # *** I received my order todayThere is some serious consistency issues with the color and dye on the yellow cover upThere are spots were it's almost white and other blobs of dark yellowI attached photos.-----Original Message----- From: ViX Customer Service To: *** *** Sent: Tue, Apr 28, 6:am Subject: V I X Paula Hermanny: New Order # ***thank you...Dear *** ***,Thanks for placing your order with V I X Paula Hermanny, SOFIA by V I X, and Paula Hermanny.We appreciate your loyalty and look forward to outfitting you again in the futureOnce your package ships we will send an email with a link to track your orderIf you have any questions about your order please contact us [email protected] call us at858.*** x***Monday - Friday, 8am - 5pm PST. Your order confirmation is below. Orders will be processed and shipped during the regular business days of Monday through FridayOrders placed on the weekends or holidays will be processed and shipped the following business dayThis may vary depending on large promotions, product availability and holiday shipping schedules via FedEx.YOUR ORDER #***(placed on April 28, 3:47:AM PDT)Billing Information:Payment Method:*** ***
*** *** **
*** *** ***United StatesT:440*** Credit CardCredit Card Type:***Credit Card Number:XXXX-*** Shipping Information:Shipping Method:*** *** *** blvd***, Ohio, ***United StatesT:440*** Flat Rate - Fixed ItemSkuQtySubtotalSOLID PISCO TRIANGLE FRINGE TOPSizeS***1$35.50SOLID PISCO TIE SIDE BOTTOMSizeSCutFull Cut***1$32.50SOLID YELLOW NAYA CHEMISE DRESSSizeM***M1$52.80TIE DYE SCARFSizeOS***S1$48.00Subtotal$168.80Shipping & Handling$0.00Discount (10% Off, iVvAed)-$16.88Grand Total$

Hi [redacted],
font-family: arial, sans-serif;">Received your letter of a complaint from one of our customer and here is our response. Farther down in this email, is the chain of emails between the customer and customer service.
 
Customer contacted ViX Customer Service regarding color consistency issue with an item purchased that was on sale and had an additional 10% discount taken off from the sale price for a promotional code that was used.
ViX Customer service requested to send this back to us right away to look into to see if it was a possible manufacture defect. Customer service stated if the problem is only her item, we would be happy to send a replacement. If not, we will refund her in full for the item.
Customer Service provided specific instructions on how to return and ATTN TO; Suggested to use the FEDEX return label provided in her order and ViX would waive the $9.00 label fee to return it to us.
Customer expressed concern regarding the item being sold out.
Customer Service implied yes, the item was currently sold out and was mentioned it may not be restocked upon receiving her defective item and in this case we would still offer a refund. Both parties were aware that ViX inventory no longer had the size needed to replace.  
Customer stated she really wanted the cover up, but doesn’t want to send it back if she cannot get a new one in return.
ViX Customer Service reinstated that IF the customer wanted to keep the item, then we cannot offer a refund. The only option if she wanted to keep the item is offer a 20% off code for next purchase for the inconvenience.
Customer responded she really just wants the cover up and doesn’t plan on placing a new order. Stated it’s so ugly and looked like a bee threw up pollen on it.
Confused as to why the customer wants to keep something she dislikes so much, customer service advised to return for refund if unsatisfied with item.
19 days later, customer contacted ViX Customer Service again requesting a 30% off price adjustment since ViX was holding a special Memorial Day Sale on sale items.
Customer Service sent customer a copy of the sale disclaimer highlighting two main bullet points for sale items.
“Discount cannot be combined with any other offers”
“Discount cannot be applied to previous purchases.”
Customer contacted ViX Customer Service again and asked if there was anything else we can do and that she won't use the 20% off discount on future order that was offered.
After much back and forth about customer wanting to keep the item she was so disgusted with, there was unfortunately nothing else ViX Customer Service could offer besides the refund. 
 
Please let me know if there is anything further I can do.
Regards,[redacted]  |  ACCOUNTING MANAGER[redacted]@VIXPAULAHERMANNY.COM  |  P. 858.[redacted] x [redacted]1959 PALOMAR OAKS WAY SUITE 130  |  CARLSBAD, CA 92011VIXPAULAHERMANNY.COM                  FACEBOOK.COM/VIXPAU...⇄  INSTAGRAM.COM/VIXPHERMANNY  |  TWITTER.COM/VIXPHERMANNY
 
 
From: <[redacted]@aol.com>Date: Tuesday, May 26, 2015 11:40 AMTo: [redacted] <[email protected]>Subject: Re: V I X Paula Hermanny: New Order # [redacted]
 
I'm contacting the Revdex.com. You products are cheap and defective.
The least you could have done is honor the lower price regardless of the 10%. I will never use the 20% off you offered on a future order. I am NOT shopping here again. Even the swim suit is cheaply made. The fringe looks like it will fall apart the first time I wear it. I didn't say anything about that because I figured  that's what happens because it's fringed. But, bought a swim suit for literally $1 from H&M that also has fringe and it isn't unraveling like the one I got from you.
-----Original Message-----From: ViX Customer Service <[email protected]>To: [redacted] <[redacted]@aol.com>Sent: Tue, May 26, 2015 2:17 pmSubject: Re: V I X Paula Hermanny: New Order # [redacted]
Hi again,
Unfortunately there is nothing else we can do.
 
Best,
 
[redacted]   |  CUSTOMER SERVICE [email protected]  |  P. 858.[redacted] x [redacted]1959 PALOMAR OAKS WAY SUITE 130  |  CARLSBAD, CA 92011VIXPAULAHERMANNY.COM                  FACEBOOK.COM/VIXPAU...⇄  INSTAGRAM.COM/VIXPHERMANNY  |  TWITTER.COM/VIXPHERMANNY
 
From: < [redacted]@aol.com> Date: Tuesday, May 26, 2015 11:10 AM To: [redacted] < [email protected]> Subject: Fwd: V I X Paula Hermanny: New Order # [redacted]
 
 
-----Original Message----- From: [redacted] < [redacted]@aol.com> To: customerservice < [email protected]> Sent: Thu, May 21, 2015 1:49 pm Subject: Re: V I X Paula Hermanny: New Order # [redacted]
Can you do anything else since the item was damaged? I won't use the 20% off a future order that you previously offered. I don't plan on placing another order.
-----Original Message----- From: ViX Customer Service < [email protected]> To: [redacted] < [redacted]@aol.com> Sent: Thu, May 21, 2015 1:42 pm Subject: Re: V I X Paula Hermanny: New Order # [redacted]
My apologies you are correct it is a sale item which was non returnable. 15 days is our regular return policy window on return items. 
You received this item using a 10% off code  iVvAed  and codes cannot be combined. We also cannot apply discounts on past orders. 
We will not be able to honor what you are requesting at this time. 
 
Have a great day
 
Best,
 
 
[redacted]   |  CUSTOMER SERVICE [email protected]  |  P. 858.[redacted] x [redacted]1959 PALOMAR OAKS WAY SUITE 130  |  CARLSBAD, CA 92011VIXPAULAHERMANNY.COM                  FACEBOOK.COM/VIXPAU...⇄  INSTAGRAM.COM/VIXPHERMANNY  |  TWITTER.COM/VIXPHERMANNY
 
From: < [redacted]@aol.com> Date: Thursday, May 21, 2015 10:34 AM To: [redacted] < [email protected]> Subject: Re: V I X Paula Hermanny: New Order # [redacted]
 
You never said I had 15 days, It was a sale item in the first place so it was non-returnable with your regular return guidelines. It would be a  nice gesture to honor the 30% which it is currently priced at. I have no use for the 20% off a future order which you offered.
-----Original Message----- From: ViX Customer Service < [email protected]> To: [redacted] < [redacted]@aol.com> Sent: Thu, May 21, 2015 1:16 pm Subject: Re: V I X Paula Hermanny: New Order # [redacted]
Please seek sale disclaimer attached.
I have advised you to return the item if you are unsatisfied however now it is past the 15 day return policy so that is no longer an option.
Sincere apologies. 
 
[redacted]   |  CUSTOMER SERVICE [email protected]  |  P. 858.[redacted] x [redacted]1959 PALOMAR OAKS WAY SUITE 130  |  CARLSBAD, CA 92011VIXPAULAHERMANNY.COM                  FACEBOOK.COM/VIXPAU...⇄  INSTAGRAM.COM/VIXPHERMANNY  |  TWITTER.COM/VIXPHERMANNY
 
From: < [redacted]@aol.com> Date: Thursday, May 21, 2015 9:36 AM To: [redacted] < [email protected]> Subject: Re: V I X Paula Hermanny: New Order # [redacted]
 
Is it at least possible to get a price adjustment for extra 30% off that's going on now?
I still don't want to return it but also having worn it yet either. It just sits in it's bag on the floor in the corner. 
-----Original Message----- From: ViX Customer Service < [email protected]> To: [redacted] < [redacted]@aol.com> Sent: Wed, May 6, 2015 7:30 pm Subject: Re: V I X Paula Hermanny: New Order # [redacted]
I'm sorry [redacted], but the only thing I can advise is return the item for a refund if you are unsatisfied with it. 
Let me know if you have any other questions or concerns. 
 
 
[redacted]   |  CUSTOMER SERVICE [email protected]  |  P. 858.[redacted] x [redacted]1959 PALOMAR OAKS WAY SUITE 130  |  CARLSBAD, CA 92011VIXPAULAHERMANNY.COM                  FACEBOOK.COM/VIXPAU...⇄  INSTAGRAM.COM/VIXPHERMANNY  |  TWITTER.COM/VIXPHERMANNY
 
From: < [redacted]@aol.com> Date: Wednesday, May 6, 2015 2:52 AM To: [redacted] < [email protected]> Subject: Re: V I X Paula Hermanny: New Order # [redacted]
 
I really just want this cover-up, I just wish it was ok. I don't plan on placing another order. Any other items I would have wanted are sold out. I need a cover up. I may have to re dye it or do something. It's so ugly right now. It looks like a bee threw up pollen on it. In areas, it is a really dark ugly yellow or white spots.Not the pretty, light yellow that it is supposed to be.
-----Original Message----- From: ViX Customer Service < [email protected]> To: [redacted] < [redacted]@aol.com> Sent: Tue, May 5, 2015 2:47 pm Subject: Re: V I X Paula Hermanny: New Order # [redacted]
Hi [redacted],
If you want to keep the item we cannot offer a refund. We no longer have mediums available to replace. 
The only option if you want to keep the item is offer you a 20% off code for your next purchase. Let me know if this is something you are interested in.
 
Apologies for the inconvenience  
 
 
[redacted]   |  CUSTOMER SERVICE [email protected]  |  P. 858.[redacted] x [redacted]1959 PALOMAR OAKS WAY SUITE 130  |  CARLSBAD, CA 92011VIXPAULAHERMANNY.COM                  FACEBOOK.COM/VIXPAU...⇄  INSTAGRAM.COM/VIXPHERMANNY  |  TWITTER.COM/VIXPHERMANNY
 
From: < [redacted]@aol.com> Date: Monday, May 4, 2015 2:26 PM To: [redacted] < [email protected]> Subject: Re: V I X Paula Hermanny: New Order # [redacted]
 
I just really want the cover up. I don't want to send it back if I can't get one in return. And, it's only currently available in the size L. I have the medium. Is there any thing else?
-----Original Message----- From: ViX Customer Service < [email protected]> To: [redacted] < [redacted]@aol.com> Sent: Mon, May 4, 2015 5:20 pm Subject: Re: V I X Paula Hermanny: New Order # [redacted]
It currently is at the moment. I cannot guarantee it will be restocked upon us receiving. In this case we would offer a refund. 
 
[redacted]   |  CUSTOMER SERVICE [email protected]  |  P. 858.[redacted] x [redacted]1959 PALOMAR OAKS WAY SUITE 130  |  CARLSBAD, CA 92011VIXPAULAHERMANNY.COM                  FACEBOOK.COM/VIXPAU...⇄  INSTAGRAM.COM/VIXPHERMANNY  |  TWITTER.COM/VIXPHERMANNY
 
From: < [redacted]@aol.com> Date: Monday, May 4, 2015 11:35 AM To: [redacted] < [email protected]> Subject: Re: V I X Paula Hermanny: New Order # [redacted]
 
The item is sold out?
-----Original Message----- From: ViX Customer Service < [email protected]> To: [redacted] < [redacted]@aol.com> Sent: Mon, May 4, 2015 1:11 pm Subject: Re: V I X Paula Hermanny: New Order # [redacted]
Hi [redacted],
I see what you are talking about! Thank you for providing photos. Please send this back to us as we need to look into this to see if its a manufacture defect. If its a defect with just yours I will be happy to resend you a new one. If not we will refund you in full for the item.
Please use the FEDEX TRACKING return label we provided. We will waive the $9.00 charge. Also, please write, "ATTEN [redacted]" on the packing slip it originally came with. 
Let me know if you have any questions 
 
Best,
[redacted]
 
[redacted]   |  CUSTOMER SERVICE [email protected]  |  P. 858.[redacted] x [redacted]1959 PALOMAR OAKS WAY SUITE 130  |  CARLSBAD, CA 92011VIXPAULAHERMANNY.COM                  FACEBOOK.COM/VIXPAU...⇄  INSTAGRAM.COM/VIXPHERMANNY  |  TWITTER.COM/VIXPHERMANNY
 
From: < [redacted]@aol.com> Date: Saturday, May 2, 2015 10:57 AM To: [redacted] < [email protected]> Subject: Re: V I X Paula Hermanny: New Order # [redacted]
 
I received my order today. There is some serious consistency issues with the color and dye on the yellow cover up. There are spots were it's almost white and other blobs of dark yellow. I attached photos.
-----Original Message----- From: ViX Customer Service < [email protected]> To: [redacted] < [redacted]@aol.com> Sent: Tue, Apr 28, 2015 6:47 am Subject: V I X Paula Hermanny: New Order # [redacted]
thank you...
Dear [redacted],Thanks for placing your order with V I X Paula Hermanny, SOFIA by V I X, and Paula Hermanny.We appreciate your loyalty and look forward to outfitting you again in the future. Once your package ships we will send an email with a link to track your order. If you have any questions about your order please contact us [email protected] call us at858.[redacted]Monday - Friday, 8am - 5pm PST.
 
Your order confirmation is below.
 
Orders will be processed and shipped during the regular business days of Monday through Friday. Orders placed on the weekends or holidays will be processed and shipped the following business day. This may vary depending on large promotions, product availability and holiday shipping schedules via FedEx.
YOUR ORDER #[redacted](placed on April 28, 2015 3:47:14 AM PDT)
Billing Information:
Payment Method:
[redacted]United StatesT:440[redacted]
 
Credit Card
Credit Card Type:
[redacted]
Credit Card Number:
XXXX-[redacted]
 
Shipping Information:
Shipping Method:
[redacted] blvd[redacted], Ohio, [redacted]United StatesT:440[redacted]
 
Flat Rate - Fixed
 
Item
Sku
Qty
Subtotal
SOLID PISCO TRIANGLE FRINGE TOP
Size
S
[redacted]
1
$35.50
SOLID PISCO TIE SIDE BOTTOM
Size
S
Cut
Full Cut
[redacted]
1
$32.50
SOLID YELLOW NAYA CHEMISE DRESS
Size
M
[redacted]M
1
$52.80
TIE DYE SCARF
Size
OS
[redacted]S
1
$48.00
Subtotal
$168.80
Shipping & Handling
$0.00
Discount (10% Off, iVvAed)
-$16.88
Grand Total
$151.92

Review: I contacted the customer service as soon as I got the order in the mail. The cover-up had extreme inconsistent dye and looked nothing like the photo. It is the wrong shade of yellow and no dye in other areas. It looks like a bee threw up pollen on it and missed some areas. The customer service agreed with the photos that I sent of the cover-up and that it shouldn't have looked like that and offered to exchange it for one that was currently in stock but couldn't guarantee the availability of that item. I informed them that the item was already sold out and the one they were looking at was a Large, a different size. I told them I didn't really want to return the item if I couldn't get another one, I really liked the style of this cover-up and wished that it was not defective. The customer service person could only offer a return of the item. I wasn't sure what I wanted to do at that point since I really liked what the item was supposed to look like. I thought about re-dying it but it was a lot of work. I waited a little while to decide. Shortly after, I saw that the item(the large/wrong size) and asked if they could honor the 30% off price if I decided to keep the item, since it was the least they could do since it was defective and they had no replacement. She told me "NO" and informed me it was un returnable since it was past the 14 days. I was never told I had 14 days to return the item. The rep informed me it was in the return guidelines. I responded saying that the item didn't fall under those guidelines since it was a sale item in the and it was un returnable in the first place. It was defective and she offered to take it back but never gave me a time line, only offer 20% of a future order, which I will be NOT ever purchasing again from VIX.Today they informed me that there is nothing further they can do and I am stuck with this ugly, defective cover-up and no further discount.Desired Settlement: A replacement would be preferred or a further discount on the item would be the least they could do. The 30% off price match was a reasonable request in the first place. I was given several different reasons why they wouldn't by the one customer service representative. First she told me it was past 14 days, then she told me I couldn't have it on top of the 10% discount I had on the order for a first time order, etc. Then she just flat out told me there was nothing more she could do.

Business

Response:

Hi [redacted],Received your letter of a complaint from one of our customer and here is our response. Farther down in this email, is the chain of emails between the customer and customer service. Customer contacted ViX Customer Service regarding color consistency issue with an item purchased that was on sale and had an additional 10% discount taken off from the sale price for a promotional code that was used.