Initial Business Response /* (1000, 5, 2015/05/04) */
The customer emailed us after receiving her order indicating she believed she had received the wrong color robeWe immediately reshipped her order and included a prepaid return label for the original item she receivedUpon receiving the
second shipment, the customer emailed us indicating the wrong color had been sent againThrough some discussion and exchanging photos, we determined that the correct color robe had been sent to her on both occasions, but the color was not as dark as she was expectingWe instructed the customer to return both robes to us for return or exchange using the prepaid shipping label we had provided to herOur return policy states that items must be in original condition to be acceptable for return -this includes but is not limited to being unwashed and unusedThis policy is provided on our website as well as included as a paper insert with all shipmentsMore than two weeks after the customer received the second shipment, the robes were finally given to UPS to be returned to usUpon opening the package, we determined that the customer had laundered one of the robesWe emailed the customer to inform her we would not be able to process her exchange request or issue a refund and that the washed robe would be returned to herWe understand the customer is unhappy with the color of the robeHad she returned the items to us in original condition we would have been more than *** to proceed with her exchangeThe washed robe was returned to the customer and we are not willing to issue a refund for this order
Initial Consumer Rebuttal /* (3000, 7, 2015/05/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The robe was not navyThe robe was not laundered, it was simply folded differently than previously foldedCompany knew that I had to unfold it in order to take a photo against a true navy backgroundItem is not as advertisedCompany policy states that 'materials are guaranteed.' Not only is the material not navy blue (as advertised), it also leaks down, and it's not even being wornI demand a full refund of $for this shoddy robeI will be glad to ship it back to company again
Final Business Response /* (4000, 9, 2015/05/18) */
At this point we are willing to issue a full refund to the customerWe will not require the robe to be returned to us, however, we request that the item be donatedThe customer will need to call us at XXX-XXX-XXXX to provide her credit card information as the refund must be processed manually due to the amount of time that has passed *** the original transactionThank you
Final Consumer Response /* (2000, 11, 2015/05/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Business agreed to refund me for the robe and the shippingI very much appreciate this resolutionMany thanks to the Revdex.com!
Initial Business Response /* (1000, 5, 2015/05/04) */
The customer emailed us after receiving her order indicating she believed she had received the wrong color robeWe immediately reshipped her order and included a prepaid return label for the original item she receivedUpon receiving the
second shipment, the customer emailed us indicating the wrong color had been sent againThrough some discussion and exchanging photos, we determined that the correct color robe had been sent to her on both occasions, but the color was not as dark as she was expectingWe instructed the customer to return both robes to us for return or exchange using the prepaid shipping label we had provided to herOur return policy states that items must be in original condition to be acceptable for return -this includes but is not limited to being unwashed and unusedThis policy is provided on our website as well as included as a paper insert with all shipmentsMore than two weeks after the customer received the second shipment, the robes were finally given to UPS to be returned to usUpon opening the package, we determined that the customer had laundered one of the robesWe emailed the customer to inform her we would not be able to process her exchange request or issue a refund and that the washed robe would be returned to herWe understand the customer is unhappy with the color of the robeHad she returned the items to us in original condition we would have been more than *** to proceed with her exchangeThe washed robe was returned to the customer and we are not willing to issue a refund for this order
Initial Consumer Rebuttal /* (3000, 7, 2015/05/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The robe was not navyThe robe was not laundered, it was simply folded differently than previously foldedCompany knew that I had to unfold it in order to take a photo against a true navy backgroundItem is not as advertisedCompany policy states that 'materials are guaranteed.' Not only is the material not navy blue (as advertised), it also leaks down, and it's not even being wornI demand a full refund of $for this shoddy robeI will be glad to ship it back to company again
Final Business Response /* (4000, 9, 2015/05/18) */
At this point we are willing to issue a full refund to the customerWe will not require the robe to be returned to us, however, we request that the item be donatedThe customer will need to call us at XXX-XXX-XXXX to provide her credit card information as the refund must be processed manually due to the amount of time that has passed *** the original transactionThank you
Final Consumer Response /* (2000, 11, 2015/05/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Business agreed to refund me for the robe and the shippingI very much appreciate this resolutionMany thanks to the Revdex.com!