Wantable Inc.

From: [redacted]
"">Subject: Re: You have a new message from the Revdex.com of WisconsinTo: Revdex.com This business told me to put this stuff in the box once they have a tracking number they willl refund me but now I have done this they still wont refund me my money,

Thank you and the Revdex.com for contacting Wantable regarding this complaint. Wantable takes customer service very seriously and we truly believe that we did everything possible to inform [redacted] of our billing...

polices and terms & conditions. 
We began contacting [redacted] concerning this order on 9/28/16 at 4:02 PM through automated e-mails, because her returns became overdue and the payment of $326.40 failed to go through for her total order. We make it clear on our website, in order confirmation e-mails, in 2 due date reminder e-mails, as well as on each order invoice that returns must be post-marked within 5 business days after their order arrives.
We sent further automated e-mails on the following dates to remind [redacted] that her returns were overdue and payment was delinquent for her order: 9/29, 9/30, 10/1, 10/2, and 10/3. [redacted] e-mailed us on 10/3 at 10:21am stating "My order did not fit and it is sent back as of Sat." We responded on 10/3 at 1:38pm and asked her to clarify if she used the pre-paid USPS envelope included in her order to return the items or if she used a different shipping method. She did not respond to that e-mail.
We processed $70 in partial payments for the order on 10/11 at 10:34am since we had not heard from [redacted] and her return's USPS tracking had still not been activated. [redacted] contacted us on 10/11 at 1:42pm stating "I just sent back the latest shipment I received." We were able to verify that the tracking for her pre-paid USPS envelope was activated on 10/11 at 3:05pm. 
Her return was received and processed on 10/13 at 1:38pm. All items were received smelling very strongly of perfume, and for that reason, were not in re-sellable condition. However, 6 of the 7 items still had their tags attached, so we only "billed" [redacted] for the shirt that was returned to us with a strong odor and the tags removed. $40 was refunded to [redacted] on 10/13 for the partial payment taken that exceeded the single shirt's value.
[redacted] says that she was never informed of our policy regarding returned items needing to have the tags attached. However, I've included screen shots of the original invoice from [redacted]'s September order that explains in two different areas that items must be returned with their tags still attached (highlighted in blue). She also received two orders prior to her September order that had the policy explained twice on their invoices as well.

named-flow="FLOW-2">Thank you to you and the Revdex.com for reaching out to us about this complaint. We at Wantable take customer service very seriously and truly believe we have done everything possible to correct this issue with [redacted] Caldwell.
 
[redacted] initially contacted us on July 20th at 8:42pm regarding her accessories order. Her tracking information indicated it was En Route to her, but that it had not arrived yet. Our customer advocate, [redacted] replied to her on July 21st at 9:47am stating that her expected delivery date was July 20th, and that sometimes it may take a day or two longer depending. [redacted] told her that if her package does not arrive within three days, to contact us again and we will take the next step. On July 28th at 10:02am, [redacted] contacted us stating that she had been out of town for a week and that her package still had not arrived, even though the USPS marked it as delivered. She stated that she does not live in the best neighborhood and many packages had gone missing that week. She suspected hers was one of them. She did not arrange for her packages to be taken care of while out of town. That same day at 11:58am, Tracy, our Lead Customer Advocate reached out to [redacted]. In her email, Tracy apologized for her missing package and stated that she would be happy to send her out a replacement for her accessories order free of charge as a one time courtesy. Tracy said that it is our policy to mark all future orders as “signature required” to avoid the situation from happening again. [redacted] was fine with this resolution.
 
On August 28th at 9:44am, [redacted] contacted us regarding her Style Edit. She stated that she had not received her order and she was receiving emails that she would be billed for the entire Edit, this is our automated email that sends out as a courtesy to our customers reminding them that if they do not return the merchandise that they will be billed. She stated that she had unsubscribed to our Accessories Collection and Style Edit so she was unsure why she received the order. (Our IT confirmed that at this time she was still subscribed to both). One hour later at 10:42am, [redacted] contacted [redacted] again regarding this. [redacted] explained that she still was actively subscribed and that her Style Edit was delivered on August 22nd and left with individual. [redacted] extended her due date until she could locate her package. She also offered to cancel the subscriptions for her.
 
On September 2
nd at 10:02am, [redacted] contacted us again regarding her Edit. She stated that her dad had accepted A package, unsure whether it was Wantable or not. She said that her dad took it to the Post Office. At 2:21pm that day, [redacted] replied back to [redacted] stating that she canceled all her subscriptions (the ones she said she had done, but did not) and canceled all pending orders that had payment issues. At this time, [redacted] inquired about the update on her Style Edit to avoid billing her.
 
On September 9th at 12:51pm, [redacted] reached out again stating that her parents received the Edit for her and sent it back. They were not sure whose box it was and did not check the label. At 2:38pm that day, [redacted] replied back to her stating she understands her situation and would like to work with her. [redacted] asked for the following information:
 
What date the package was “sent back”
What Post Office did her father take it to, or drop it off at
 
She also sent her all the tracking information to [redacted]. At this time [redacted] extended her due date again until we received this information to move forward. This is the last contact we have had with [redacted]. We have followed up asking for this information in order for us to take the next step to help her. She has not replied to our emails or responded to our voicemails. There is nothing we can do until we have this information, which is what we had said in the call. Once again, this is the last contact we have had with [redacted] was on September 9th. After not hearing back with the requested information, we closed the inquiries and submitted her to Central Collection.
 
We truly believe we handled [redacted]’s case the best possible way. We had honored every request she has had and responded in a prompt and pleasant way each time. We are more than willing to work with [redacted], however she has not contacted us back with the information we requested in order to move forward.
 
If there’s any other information we can provide to the Revdex.com, we’re happy to do so. We  
have records of all correspondence, and we can provide the emails of correspondence as well as the IT data showing our actions. Please feel free to contact me if you have any questions at all. As I said before, we are happy to help [redacted] Caldwell, but do require further information to do so.
 
Best,
 
[redacted]
Customer Service Manager
Wantable, Inc
Email: [redacted]
Phone: 414-291-4105 Ext. 123

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Thank you to you and the Revdex.com for reaching out to us about this complaint.  We at Wantable take customer service very seriously and truly believe we have done everything possible to correct this...

issue with Harmony Young. 
Harmony originally placed her Style Edit on December 24th, 2015 using our "Styling Service for Free" promotion. Meaning, she will be sent 5 clothing items to her home that match her price and style.  She has five days to decide which items she would like to purchase and send any items she didn't want to purchase back with our prepaid shipping label.  In her welcome package explains "How it Works" for any new customers.  It is very clear that all items a customer does not want to purchase will need to be returned in the New condition as it was sent to them.  Meaning, tags must be attached, product unworn and unstained.  
 
We received the returned products on January 13th, 2016.  Of the five items returned, only one was in the new condition, as it was sent out.  Four of the items had the tags removed and of those four, three were severely stained, to the point where gloves were used to handle the product. I personally verified with the employee who received the return to assess the damage.  I decided to only bill her for two of the items, as those were the worst two.  We would take a loss on the other two.  
 
The Stylist who processed the return sent her the below email informing her of our policy and the amount to be billed. As well as ship the items back to her free of charge.
 
 
At this point, she never responded. Her account owing $114 stayed in a billing failed state until we moved it to collections on 1/27/16.  The following day she called and I personally spoke to her regarding the issues.  She said she did wear them and even washed them, but that she later decided she did not want them.  I explained that unfortunately she would have to pay for these items, and that I did make an exception for the other two items which were also damaged that I did not bill her for. The policy states that items are not to be worn or washed.  She said she would not be paying for any of the items and to send her to collections.  
 
During this conversation she never mentioned anything about the price or fit of the items.  We offer price matches here at Wantable to ensure everyone receives competitive pricing. 
 
Unfortunately, we already took a loss of $314 with her order as an exception for her.  We will need to attempt to receive payment regarding the $114.  Please let me know if you have any further questions regarding this account.

Thank you to you and the Revdex.com for reaching out to us about this complaint.  We at Wantable take customer service very seriously and truly believe we have done everything possible to correct this issue...

with [redacted].We reached out via the phone number on file with [redacted]s account to obtain payment, only to reach [redacted]s mother, [redacted].  [redacted] explained that the number was hers, not [redacted]s and gave us [redacted]s correct phone number. [redacted] also stated that this is not the first time [redacted] has done this.  We contacted [redacted] at the phone number provided by [redacted] to attempt to clear this issue up and receive payment. [redacted] claims she did not place an order with our company and/or receive this order totaling $421.00.  The order was placed in her name, shipped and delivered to the address [redacted] USA. Despite [redacted] giving us two different addresses when trying to resolve the issue, her actual address based on public information as well as the information she provided with us, through Facebook, is [redacted]. This is indeed [redacted]s address.  When we stated this, she continued to say a friend placed an order in her name.  We explained to [redacted], that if this was indeed the case and she feels her identity was stolen, that she should contact local authorities.  However, the order was still shipped to [redacted]s address. [redacted] stated her friend had the merchandise and would be sending this back.  We replied that as long as the items were returned, we would remove her from Collections and ensure all of her personal information was removed.  We have continued to reach out to [redacted], despite not receiving the merchandise back.  If [redacted] and/or her friend Amber will return the merchandise that was received, we will gladly remove her from Collections.  We feel we did everything in our power to resolve this, however they still have defrauded Wantable, and we hope to regain our loss merchandise.

Thank you to you and the Revdex.com for reaching out to us about this complaint.  We at Wantable take customer service very seriously and truly believe we have done everything possible to correct this issue with...

[redacted].Prior to the letter she wrote to the Revdex.com, we had already refunded the $248.80 to her credit card.  She has claimed she never received two of her last three orders.  After we covered her first order of $393.00.  After that she claimed she had not received her second order of $248.80.  Despite getting confirmation from USPS that both were delivered, we covered both of her orders for her.  I am unclear as to what resolution she is looking for as we have already taken care of everything for her.
Thank you for your time.

Thank you to you and the Revdex.com for reaching out to us about this complaint.  We at Wantable take customer service very seriously and truly believe we have done everything possible to correct this issue with [redacted] Johnson.
 
[redacted] first reached out to us on February 8th regarding the charge for $206.40.  She signed up for our service with a promotion we had to cover the $20 styling fee.  We send 5 products to their home and they have 5 days to decide what they like.  Anything they do not like, they send back to us and we only charge them for what they kept.  
 
Our Customer Service Advocate felt she didn't quite understand the service, so Kati explained to [redacted] how it worked and that we would absolutely refund her the $206.40 if she returned the product.  
 
Over the course of two weeks, [redacted] emailed us 15 times.  All of which were extremely combative and uncooperative.  We explained several times that we would refund her if she sent the product back.  She refused to do so, claiming we were a fraudulent company.  The Customer Advocate even included a youtube clip to show her how the process works.  She simply ignored the request to send the product back.  At that point, we could not refund her until she sent the items back in the prepaid label we provided. 
 
On February 19th, [redacted] had her boyfriend call.  I spoke with him personally and explained how [redacted] could receive a full refund for $206.40 once she returned the product.  He also ignored this request.
 
On February 26th, [redacted]'s boyfriend called again.  I explained once again the steps to receive a refund.  I decided to end the conversation when I was verbally assaulted.  Even then, I sent a follow up email explaining how to return the product. 
 
On February 29th, we received [redacted]'s "return." She did include our product.  Instead, she put random items (old, torn, non Wantable brand products) from her home in the box.  Please see pictures attached. We then notified her that we will not refund her, that she would need to send our product back.
I have also included a transcript of all communication with [redacted].  We feel we did everything in our power to resolve this for several weeks.  [redacted] refused to take the actionable steps to receive a refund, therefore, we will not be refunding her the amount she requested until she returns our product. 
Question about my order/account
[redacted]530 reported a month ago (Mon, 8 Feb at 6:17 PM) via Portal
Created by: IT
Recently I was online and came across your webpage I signed UP for some Free trial thing I got my items around the First and I have no intentions of keeping any Thing. Without my consent i.had 206.00 taking out of my account I am very upset this is my pge money. I would never ever be able to afford this and I had no knowledge of these charges being takin out my account. I am really upset I am pooor and I cant have this, I have four kids and a 48 hour notice on my pge. Please help me
[redacted] replied a month ago (Tue, 9 Feb at 9:37 AM)
Replied to : [redacted][email protected]
Hello,
Thanks for reaching out. Sorry for the confusion! You can absolutely return the items for a full refund as long as the clothes are unworn and still have tags attached. You can put the items in the prepaid envelope that came in your box. I cannot seem to find your account, could you please provide me with an alternate email address or your first and last name? 
Cheers,
[redacted]
Customer Advocate
Wantable, Inc.
[redacted]530 replied a month ago (Tue, 9 Feb at 11:23 AM)
to : [email protected]
My name is [redacted] Johnson. That's another problem I can't log into my account either but my card ending in 6776 was definitely charged 206.00. I will put items on mail I cannot wait on my refund my pge is going to be shut off, this 206.00 was my pge money!
[redacted] replied a month ago (Tue, 9 Feb at 11:46 AM)
Replied to : [redacted][email protected]
[redacted]- I did find your account. You had a typo when you entered your email, so you should be able to log in now since I have corrected that. We can make an exception and refund you as soon as the reverse tracking is activated and we know the items are on their way back to us. You will receive an email confirmation when that does happen. Please reach out when they are dropped off so I can be sure to watch for your returns and issue your refund. Sorry for the inconvenience. 
Cheers,
[redacted]
Customer Advocate
Wantable, Inc.
[redacted]530 replied a month ago (Tue, 9 Feb at 1:05 PM)
to : [email protected]
im sorry my pge is going to be turned off I cannot wait, your company took money out of my card without my consent or knowledge, I did not get no no emails other than my package was sent and then an email that it was delivered, you did not send me no other email or anything, from my knowledge your website says that you have 28 days to decide, it says nothing about no charge of 206.00 in between that time, I was on your website around the 25. I did not intend on this money being withdrawn from my account, as I said this is my pge money, you guys lied about a free trial and you never even gave me a receipt that you took it out, you just debited it, I need to speak to a manager, I can write a bad review, but nothing will change that my pge is off cuz off this faulty company!
[redacted]530 replied a month ago (Tue, 9 Feb at 1:08 PM)
to : [email protected]
and fyi I still cannot log in to my accont!!!!! but I got an email saying my package has shipped and my package has been delivered, but never no message saying hello we just charged your card 206.00, no message saying that!!!!!!!!!!!!!!!!!!!!
[redacted] replied a month ago (Tue, 9 Feb at 1:46 PM)
Replied to : [redacted][email protected]
[redacted]- I have spoken with my manager regarding this manner. She will make the exception and refund you as soon as we see your returns are activated. All you need to do is drop all the items off with the USPS and they will scan it in right away at the counter indicating it is on its way back and we will refund you. My apologies for any misunderstanding and the inconvenience. As soon as this happens, we will refund you the amount. Please use the link below to create a new password. Let me know when you drop these returns off. 
https://www.wantable.com/users/password/edit?reset_password_token=uLL2odNnzbqE1G...⇄ /> Cheers,
[redacted]
Customer Advocate
Wantable, Inc.
[redacted]530 replied a month ago (Tue, 9 Feb at 2:23 PM)
to : [email protected]
speaking to your manager, um you already said the refund would be issued, my problem is I didn't give you permission to charge my card this amount and I misplaced it the refund slip. and your website said I had 28 days to decide so why is it being debited sooner than 28 day, I didn't agree nor did I know it would be charged 206.00. please don't waste my time your business is bt, I will be taking this matter further!!!!!!!!!!!!!!!!
[redacted]530 replied a month ago (Tue, 9 Feb at 2:25 PM)
to : [email protected]
if my pge is turned off yall will be paying more than 206.00, I did not authorize this charge  nor was I aware of it nor did I get receipt upon this transaction.
Hilary Mack replied a month ago (Tue, 9 Feb at 2:59 PM)
Replied to : [redacted][email protected]
Hello [redacted],
My name is Hilary and I am the Customer Service Manager.  I understand your frustration regarding this issue and would like to get this resolved as quickly as possible.  The only action I need on your end is for you to put all the items (unworn with tags attached) in the prepaid envelope we included with your Edit and drop it off at the Post Office.  Once you have done this, send us an email and I will refund you the correct amount to your card.
Please let me know if you have any further questions.
Hilary Mack
Customer Service Manager
Wantable, Inc.
[redacted]530 replied a month ago (Tue, 9 Feb at 5:13 PM)
to : [email protected]
[redacted]530 replied a month ago (Tue, 9 Feb at 5:15 PM)
to : [email protected]
I do not have no return thing it wasn't with my box and I need my refund obviously you do not understand becuz you keep sayin the same thing over, I did not agree to pay this 206.00 it is false advertisement of your company I am going to spread the word you got in my account took my money and I did not tell or ask you to do that
[redacted]530 replied a month ago (Tue, 9 Feb at 11:42 PM)
to : [email protected]
My problem I never got a bill  my 2nd bigger problem is talk took this 206.00 out of my scout without my knowledge and way sooner than 28 days, talk never billed me. I need my 206.00 on my card now or I will SUE the hell out of your company. Excellence Is Our StandardWe love finding great products, doing great things and having great customers. We believe in building an excellent company that will never take your money without asking, always answers the phone, lets you return items you don’t like (for free!), and most importantly, treats you with utmost care and respect.The TeamWhen we started in the fall of 2012, we had 3 employees and today, we’ve grown to 49. Our success comes one happy customer at a time. Your support and trust directly impacts our growth, and for that we are grateful.
Featured in... Fitness and Style Edits include a prepaid return bag in the box so you can simply pack up the items you wish to return and drop it off at your local post office. The $20 styling fee is non-refundable and will be applied toward any items you purchase. If we are not able to obtain payment for the items you’ve kept within a week after our first attempt to bill you, your account will be sent to a third-party collections agency. Please see our delinquent accounts page for more information.
INTERNATIONAL SHIPPING
[redacted]530 replied a month ago (Tue, 9 Feb at 11:47 PM)
to : [email protected]
Yall took 206.00 with out asking. I demand my money or I  going to contact a lawyer n get more than 206.00. I don't wanna hear bt I did not tell you to debit that amount. Your website says 28 days to decide it says you never take money without asking, and your company did, I am infuriated
[redacted] added a private note a month ago (Wed, 10 Feb at 9:12 AM)
Notified to : [email protected]
Not sure if you would like to respond, or if you would like me to. :)
[redacted] replied a month ago (Wed, 10 Feb at 9:50 AM)
Replied to : [redacted][email protected]
[redacted],
I apologize for the confusion with our process. I have attached the screen shot of where our Edits are explained and the way they work are laid out clearly, as well as the link taking you directly to that page- How Wantable Works. 
Your return envelope and prepaid label should have all been included in the box with the items. The USPS return envelope already has the label attached, so you can simply put all items (unworn and with tags) in the bag and drop off at your local post office. If for some reason you misplaced, I have attached the label for you to use and you can put the items in the box they came in. As stated previously, once we see that the items are scanned in by the post office, we will make the exception and refund you in full. Please send as an email as soon as they are dropped off at the post office. Have a wonderful day!
Cheers,
[redacted]
Customer Advocate
Wantable, Inc.
2 Attachments
[redacted]530 replied a month ago (Wed, 10 Feb at 1:24 PM)
to : [email protected]
In case you didn't read my message your website states it never takes your money without asking g but you took 206.00 of my money and it also says you have 28 days to decide if you wanna keep it. I signed up and my 20 few was waived. Now I need my 206.00 now fk the bt if  I put it in mail. You never had my permission to take my fking money shall I go further don't think I won't. My 206.00 needs to be put back in my account now
Erin Tonn added a private note a month ago (Wed, 10 Feb at 1:35 PM)
Ticket with id 88397 is merged into this ticket.
Erin Tonn added a private note a month ago (Wed, 10 Feb at 1:35 PM)
Merged from ticket 88397Subject: Re: You are no longer subscribed to the Style EditDescription:
I need my refund now. You never said 206.00 would be taking out of my account never ever agreed to this you got my info and did whatever You wanted your website says you never take without asking but you did
On Feb 10, 2016 10:45 AM, <[email protected]> wrote:



 
Hello [redacted], Your subscription to the Style Edit has been canceled. I wanted to let you know that new products are arriving daily, and you can always change your preferences or request items on yourStreamif you’d like to switch things up. If there’s something you think we could have done better, please reply to this email with your feedback so we can improve our service in the future. If you’d like to resubscribe, click below to visit your Account Dashboard. Account Dashboard I hope to see you again soon, Hilary Wantable Stylist

 
Erin Tonn added a private note a month ago (Wed, 10 Feb at 1:35 PM)
This ticket is closed and merged into ticket 88152.
 
[redacted] replied a month ago (Wed, 10 Feb at 1:35 PM)
Replied to : [redacted][email protected]
I am so sorry this is still unclear, [redacted]! You can call my manager, Hilary, directly at 1-855-926-8225 ext. 123 and she will be happy to explain this further to get this resolved. 
Cheers,
[redacted]
Customer Advocate
Wantable, Inc.
 
[redacted]530 replied a month ago (Wed, 10 Feb at 5:04 PM)
to : [email protected]
Why you should call your manager and tell her your company is a lie, your company took 206.00 without my permission
 
[redacted]530 replied a month ago (Wed, 10 Feb at 5:05 PM)
to : [redacted][email protected] , cc : [email protected]
I will file a lawsuit. It has not been 28 days and I never agreed to this IM sorry your still confused
 
Hilary Mack replied 25 days ago (Thu, 11 Feb at 9:18 AM
Replied to : [redacted][email protected]
Hi [redacted],
I am sorry you are upset, however you have still not returned the merchandise.  As in the previous communication with you, we said as soon as you initiate the return (we gave you instructions) we would refund your money.  However, you have neglected to do so.  We are 100% willing to give you your money back, however we need the merchandise.  You can not keep this for free.  
Everything is laid out for you here.
In addition, we also include a youtube video to explain, as well as the terms and conditions that were sent in your previous correspondence.  
https://www.youtube.com/watch?v=O_OFaB0NClw
If you would like to receive your money back, simply return the merchandise and you will be refunded.
Hilary Mack
Customer Service Manager
Wantable, Inc.
 
[redacted]530 replied 25 days ago (Thu, 11 Feb at 11:55 AM)
to : [email protected]
I do not intend to keep nothing for free but this is not rIggy. Talk state on your website that you have 28 days to decide. It never states that in that time your going to take 206.00 of my money maybe you should read it again with your lawyer, cuz I will be gathering other unsatisfied customers of your company and I am starting a Class action lawsuit against your company thanks
 
Hilary Mack replied 25 days ago (Thu, 11 Feb at 12:02 PM)
Replied to : [redacted][email protected]
Hello [redacted],
You may go about this how you wish.  We have explained how you can receive all your money back several times.  If you wish to continue to refuse to send the product back, you will remain billed.  
Had you returned the items four days ago, we would have refunded you four days ago.  Unfortunately, there is nothing more I can do to help you unless you return the product. At this point it is in your hands.  If you choose to return them, simply let me know when you do so, and we will refund you.
Hilary Mack
Customer Service Manager
Wantable, Inc.
 
[redacted]530 replied 11 days ago (Thu, 25 Feb at 4:48 PM)
to : [email protected]
I've sent my return now can talk do whatever go issue my refund of 206.40 back to my card
 
[redacted] replied 11 days ago (Thu, 25 Feb at 4:58 PM)
Replied to : [redacted][email protected]
[redacted]- Unfortunately, your reverse tracking has not yet been activated. Initially we were willing to make an exception for you and refund you right away, but unfortunately we will need to receive the items and inspect them before refunding you which is the regular procedure for all other customers. Let me know if there is anything else I can help you with. Have a great evening!
Cheers,
[redacted]
Customer Advocate
Wantable, Inc.
 
Hilary Mack added a private note 24 minutes ago (Mon, 7 Mar at 4:03 PM)
Merged from ticket 88563Subject: Sue lawsuitDescription:
Not given.