Wanelo, Inc.

Initial Business Response /* (1000, 5, 2015/12/22) */
Contact Name and Title: ***, Support Manager
Contact Email: ***@wanelo.com
Hi ***,
I sincerely apologize that you did not receive your order in the delivery windowI also want to apologize that we did not provide satisfactory
assistance in helping to get this resolved for youI have checked on your order and provided some information below that I hope will be helpful
I checked on the tracking information and see that the order was delivered yesterday via UPSThe link is at the bottom of my note for referenceIf you do NOT believe your item has been delivered, please contact me below and I will assist in contacting UPS
Being that it was delivered a month after you ordered it, I fully understand your frustration which is why I would like to offer you a partial refund on the order
Please expect to see the refund within business days, as this week is a holiday we may experience a small delay in bank transfers
If there is anything else I can assist with, please feel free to contact me at the information provided with this responseI would be *** to assist with anything further
http://wwwapps.ups.com/etracking/tracking.cgi?InquiryNumber1=1ZEXXXXXXXXXXXXXXX&...⇄

Hi ***, Thank you for reaching out and we apologize for the late response on your Revdex.com complaintI did check our records under Case # *** and I do see that the item was refunded on May 11thand one of our customer service representatives, ***, confirmed this information and sent the
details to you on the same day and again on May 19thIf you need another copy of the electronic receipt for the refund, please do not hesitate to email me: ***

Hi ***,Thank you for bringing this to our attentionI have checked the order for you and I do see that the Seller confirmed that the item may have been lost in transit so they have cancelled the order for you.A full refund of $have been sent back to your account yesterday, February 14th
and it should reflect back in 7-business days.We apologize for the inconvenience and if you need further assistance, please do let us know!

Hi ***,
I sincerely apologize that you are still receiving order confirmation emails.
I updated this user's info so you should not receive any further emailsI'll also be sure to check and make sure our phone number is correctly working.
Again, I am sorry for the
inconvenience!
Best,
***

Hi ***,
Thank you for your emailThe return tracking number is the only proof that we can have that the item has been receivedThis information is easily obtainable by going to the facility you shipped your item with and they should be able to provide you this informationYou may send it via this platform or send it directly to me at *** Once we have this information and forward it to the Seller, we should have a resolution within 24-hoursThank you!

Hi ***, I have been informed by our Merchant Support Team that your case has been taken care of as a Seller and we are considering this case as closedIf you have any other concern, please send an email to ***

Complaint: ***I am rejecting this response because: The company has resolved my complaint with a full refund. Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/12/22) */
Contact Name and Title: ***, Support Manager
Contact Email: ***@wanelo.com
Hi ***,
First, I apologize that your experience using Wanelo was not an appropriate reflection of how we want our customers to feel after making a purchase
and I'd like to try to make it right for you
I looked up your user account so that I can fully understand and assist with resolving the issue for you
I see your orders were marked as failing verification, as you noted in your message to usWhen an order is labeled as "Failed Verification", the refund is automatically processed to the original form of paymentI understand your orders were processed, but then cancelled, which I understand was very confusingBased on your order history, there were a total of orders that were cancelled, and I can see that these purchases are placed on two different cards
To be sure your payment information is kept private, I will send you a follow up email with the detailed refund information
I will state here that your orders have been fully refunded to the appropriate card used for each and I will be providing refund receipts for all orders in my follow up emailIf this is an issue that needs to be discussed with your bank, I am *** to do that as wellWe can discuss further via email
Please expect an email from ***@wanelo.com shortly
Thank you,
***
Complaint Response Date bumped because: Holiday

Initial Business Response /* (1000, 5, 2015/11/23) */
Hi ***,
I'm so sorry that you haven't received all of your orders yet!
I appreciate you reaching out about this, and we are *** to get this all sorted out for you
Expect an email from ***, one of our Customer Satisfaction Team
Supervisors, very shortly
If you ever have questions about an order, you can always email us at ***@*** or call us at XXX-XXX-XXXX and we are *** to help within hours of receiving your inquiry

Complaint: ***I am rejecting this response because: If you read my response to *** I have explained to her that I did not receive a return tracking number, I shipped the shoes out at my local post officethey did not provide me with the return tracking numberIf their website would had said it was needed to have the return number I would have been sure to ask the lady to provide me with one when it was shipped outSincerely,*** ***

Hi ***,
Thank you for your messageI reviewed your order and the emails you sent to our customer service team, and I see that you are being assisted by ***Based on the history of the email, she has informed you that the return tracking number is needed for the Sellers to process your
refund*** informed you of this both on June and June 8th and as of today, we still have not received any information from youThe Seller need the return tracking number as this is the only way they can see if the item has been received from their end due to the volume of items shipping in and out of their warehouseOnce you have the return tracking number, please let us know so we can process the refundOur customer service number is *** and if you can message us your phone number I can have one our phone supports call you
Looking forward to hearing from you!

My credit card was stolen by Wanelo They set up a reoccurring charge of $I have made attempts to contact this company No helpI cancelled my credit card and flagged my checking account for fraudThis is FRAUD!!! I want all of my money back

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Hi [redacted], 
I sincerely apologize that you had not received an update on your order. 
I checked on its status, and unfortunately our support agent did not hear from the store confirming your order had been shipped so we cancelled your order and processed a full refund for you on April...

14th. Typically it does take 2-10 business days to see the refund back to your original form of payment. 
I apologize for the inconvenience.

Hi [redacted],We apologize for delivery delay of the items you purchased. Orders typically arrive within the estimated time frame, however the Holiday season may have delayed your purchases. We have refunded all 5 of your orders and it should reflect back in 5-10 business days. The total refund is:...

$76.52  The items are still in transit so we ask that you refuse the packages to ensure they are returned back to the store you purchased them from. We again apologize for the inconvenience this has caused. Thank you!

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Hi [redacted],
 
Thank you for reaching out! I have seen the case you have filed with Revdex.com and the information you provided is not enough for us to pull up the case for review. Based on our records, we have sent you an email on January 24th and 28th asking for more details.  I would need your...

daughter's account email address or the order number so we can get this resolved for you as quickly as possible. Thank you very much!

Contact Name and Title: [redacted], Support ManagerContact Email: [redacted]Hi [redacted], I sincerely apologize for the delay in getting back to you regarding this return. I did take some time to check on your emails, and our support agent, [redacted], had responded to each one within 24 hours which makes...

me believe that they are possible getting sent to your Spam folder. Either way, we will definitely get this resolved for you!The refund was originally refunded to you in the from of Wanelo credit which is how all returns are processed for the store, [redacted]. I understand that was not communicated correctly when you received the email notification that you were being refunded so I have removed the credit refund and refunded directly to your card that you originally used to purchase this order. Please note, it typically takes 5-10 business days to see the funds back in your account. If you have any questions, please feel free to contact me at the email address provided with this email. Best,[redacted]

Hi [redacted],
 
Thank you for reaching out and we apologize for the late response on your Revdex.com complaint. I did check our records under Case # [redacted] and I do see that the item was refunded on May 11th. and one of our customer service representatives, [redacted] confirmed this to you on May 15th and...

you have acknowledged the receipt of the refund on the same day. The case has been resolved from our end. If you need another copy of the electronic receipt for the refund, please do not hesitate to email me: [redacted]
 
Best,
[redacted]

Hi [redacted],
 
Thank you for reaching out and we apologize for the late response on your Revdex.com complaint. I did check our records under Case # [redacted] and I do see that the item was refunded on May 4th. One of our team leads, [redacted], has resolved this case with your acknowledgement of the refund on...

the same date. If you need the electronic receipt for the refund, please do not hesitate to email me: [redacted]
 
Best,
[redacted]