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Webundies.com Reviews (13)

We have communicated a number of times with this customer regarding one item (from a total of 6) from her orderThe side seam of the nightgown was partially unsewn at the factory (about a 2" section), which happends from time to timeThe customer requested a replacementUnfortunately, the item is no longer available in the size she ordered, so we were unable to send a replacement to herWe offered two options for resolution- either an $refund on the $nightgown, to cover the cost of the simple repair at a local tailor OR to send a prepaid mailer to her, so she could return the nightgown for a full refund, at no cost to herShe refused both options and insisted we send a replacement- but as we communicated, none are availableThis same customer then filed a chargeback with the credit card company, attempting to defraud us out of the entire amount for the order and still keeping of the items, worth $68, without paying for themThat case is still pendingWe feel we did everything possible to rectify the situation, given that the item was no longer availableAdditionally, she used foul language in dealing with our customer service team and was very hostile toward them, though all of our communication remained professional throughoutWe even offered to have an owner of the company call her, but she was unwilling to do more than send angry emails to us

+1

WebUndies has a very clear policy on defects and returns that is published on [redacted] , where the purchase was madeWe clearly state that all claims for defective merchandise must be made within days and all returnswithin daysIn this case, the customer received the product and opened the package immediately, per her correspondence in late OctoberAfter days, she requested, via [redacted] to return the itemThe request was denied, as the Return period of days had passedAfter receiving the denial, she made the claim via [redacted] that the item was damagedPer our published policy, we informed the customer that the claim period for damaged or defective goods had closedAfter this documented correspondence via [redacted] , the customer opened an A-to-Z claim with [redacted] regarding this issueWe responded to [redacted] the same dayThe [redacted] customer service team closed the case in support of our assertion that the claim was invalid, as the defect and return issue arose after the claim period expiredWhile the customer is not satisfied with the policy, the fact that [redacted] denied her claim supports that we acted fairly and correctly in this situation

We always recommend that customers, especially international customers, send any returns or exchanges to us using a TRACKABLE and INSURED method, in the event that the package does not arrive as expectedIn this instance, the customer noticed an error with her order (days after receiving it) Instead of contacting us first, as we recommend on our site, she sent the item back to us about one month after receiving it and informed us only AFTER it was sentWe normally would have sent a prepaid mailer, but were not given the opportunity in this instanceThe customer contacted us another weeks later asking for her itemWe never received the package and asked for her to provide the tracking number, so we could assist her with opening a claim for a lost packageShe was not able/willing to provide the tracking information, so we were unable to further investigate the matterAs we did NOT receive any package from her, nor the tracking information, we cannot take any further actionThat she did not retain that tracking or follow up with us in a timely manner, we are unable to control

Complaint: [redacted] I am rejecting this response because:This is ridiculousThey were the ones who made the mistake initially by sending me the wrong size I love shopping online and have done several exchanges beforeEvery online company (such as [redacted] , [redacted] and [redacted] even some [redacted] online shops etc) send a prepaid return package with a form to fill out for exchanges and returnsThis joke of a company say I have to complain to them with A MISTAKE THEY MADE first for them to send me that prepaid envelope which prolongs the return process?!? Way to not make things easier for your paying customer This is last time I will ever deal with these crooksAnd I will let all of my clients, friends and family know never to shop hereThe service here is preposterous Regards, [redacted]

Complaint: [redacted]
I am rejecting this response because:
I want what I ordered!!! When placing order it never said "limited availability" or anything alike. What kind of a "company" does not have replacements?The nonchalant responses are pathetic. I have never dealt with a place of business who mails out faulty merchandise and does NOT care nor tries to rectify beyond "go take it to get it sewn up yourself"... I want the item I ordered!!
Regards,
[redacted]

We have communicated a number of times with this customer regarding one item (from a total of 6) from her order. The side seam of the nightgown was partially unsewn at the factory (about a 2" section), which happends from time to time. The customer requested a replacement. Unfortunately, the item is...

no longer available in the size she ordered, so we were unable to send a replacement to her. We offered two options for resolution- either an $8 refund on the $18 nightgown, to cover the cost of the simple repair at a local tailor OR to send a prepaid mailer to her, so she could return the nightgown for a full refund, at no cost to her. She refused both options and insisted we send a replacement- but as we communicated, none are available. This same customer then filed a chargeback with the credit card company, attempting to defraud us out of the entire amount for the order and still keeping 5 of the items, worth $68, without paying for them. That case is still pending. We feel we did everything possible to rectify the situation, given that the item was no longer available. Additionally, she used foul language in dealing with our customer service team and was very hostile toward them, though all of our communication remained professional throughout. We even offered to have an owner of the company call her, but she was unwilling to do more than send angry emails to us.

Complaint: [redacted]
I am rejecting this response because:This is ridiculous. They were the ones who made the mistake initially by sending me the wrong size.  I love shopping online and have done several exchanges before. Every online company (such as [redacted] and [redacted] even some [redacted] online shops etc) send a prepaid return package with a form to fill out for exchanges and returns. This joke of a company say I have to complain to them with A MISTAKE THEY MADE first for them to send me that prepaid envelope which prolongs the return process?!? Way to not make things easier for your paying customer.  This is last time I will ever deal with these crooks. And I will let all of my clients, friends and family know never to shop here. The service here is preposterous. 
Regards,
[redacted]

We always recommend that customers, especially international customers, send any returns or exchanges to us using a TRACKABLE and INSURED method, in the event that the package does not arrive as expected. In this instance, the customer noticed an error with her order (30 days after receiving it)....

Instead of contacting us first, as we recommend on our site, she sent the item back to us about one month after receiving it and informed us only AFTER it was sent. We normally would have sent a prepaid mailer, but were not given the opportunity in this instance. The customer contacted us another 6 weeks later asking for her item. We never received the package and asked for her to provide the tracking number, so we could assist her with opening a claim for a lost package. She was not able/willing to provide the tracking information, so we were unable to further investigate the matter. As we did NOT receive any package from her, nor the tracking information, we cannot take any further action. That she did not retain that tracking or follow up with us in a timely manner, we are unable to control.

WebUndies has a very clear policy on defects and returns that is published on [redacted], where the purchase was made. We clearly state that all claims for defective merchandise must be made within 20 days and all returnswithin 30 days. In this case, the customer received the product and...

opened the package immediately, per her correspondence in late October. After 42 days, she requested, via [redacted] to return the item. The request was denied, as the Return period of 30 days had passed. After receiving the denial, she made the claim via [redacted] that the item was damaged. Per our published policy, we informed the customer that the claim period for damaged or defective goods had closed. After this documented correspondence via [redacted], the customer opened an A-to-Z claim with [redacted] regarding this issue. We responded to [redacted] the same day. The [redacted] customer service team closed the case in support of our assertion that the claim was invalid, as the defect and return issue arose after the claim period expired. While the customer is not satisfied with the policy, the fact that [redacted] denied her claim supports that we acted fairly and correctly in this situation.

Review: First, I ordered an item in a size Large.

Company sent me the wrong size- sent me a size S/M. It does not fit the recipient at all since he asked for a SIZE LARGE ORIGINALLY.

Second, I went to return the item before the deadline via express post with a tracking number that I paid myself.

Checked tracking number and it says it was received exactly a week after shipping and it was before January 9th- the deadline. I discarded the transaction number putting my faith that the company would send me my item back.

I contacted the company 34 business days (48 regular days) after sent date and they state item was not received.

They will not send me the item I paid for originally paid for until they receive the other item (which I never ordered n the first place.)Desired Settlement: I just want my pj that I bought my brother, who is very ill and loves ninja turtles.

I don' t care for the postage I paid out of pocket. I just want the item I paid for.

Business

Response:

We always recommend that customers, especially international customers, send any returns or exchanges to us using a TRACKABLE and INSURED method, in the event that the package does not arrive as expected. In this instance, the customer noticed an error with her order (30 days after receiving it). Instead of contacting us first, as we recommend on our site, she sent the item back to us about one month after receiving it and informed us only AFTER it was sent. We normally would have sent a prepaid mailer, but were not given the opportunity in this instance. The customer contacted us another 6 weeks later asking for her item. We never received the package and asked for her to provide the tracking number, so we could assist her with opening a claim for a lost package. She was not able/willing to provide the tracking information, so we were unable to further investigate the matter. As we did NOT receive any package from her, nor the tracking information, we cannot take any further action. That she did not retain that tracking or follow up with us in a timely manner, we are unable to control.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:This is ridiculous. They were the ones who made the mistake initially by sending me the wrong size. I love shopping online and have done several exchanges before. Every online company (such as [redacted], [redacted] and [redacted] even some [redacted] online shops etc) send a prepaid return package with a form to fill out for exchanges and returns. This joke of a company say I have to complain to them with A MISTAKE THEY MADE first for them to send me that prepaid envelope which prolongs the return process?!? Way to not make things easier for your paying customer. This is last time I will ever deal with these crooks. And I will let all of my clients, friends and family know never to shop here. The service here is preposterous.

Regards,

I was happy with my overall experience with this company. From browsing the web site to ordering and receiving my items. They came quickly and I am very satisfied with the quality of the items that I purchased.

Review: My purchase arrived with a huge hole. Send email and picture of damage to merchant - merchant responded with email that they will refund $8 so that I may take it to a local tailor to get it sewn up!I think NOT!!! This was supposed to be a birthday present - and an item that is hard to find! I should not have to invest my own time to go get a NEW item that arrived damaged, sewn up somewhere!!

They are refusing to ship me a new one! I do not want some sewn up piece! I want a NEW item in the NEW condition I was under the impression I was buying!

Business

Response:

We have communicated a number of times with this customer regarding one item (from a total of 6) from her order. The side seam of the nightgown was partially unsewn at the factory (about a 2" section), which happends from time to time. The customer requested a replacement. Unfortunately, the item is no longer available in the size she ordered, so we were unable to send a replacement to her. We offered two options for resolution- either an $8 refund on the $18 nightgown, to cover the cost of the simple repair at a local tailor OR to send a prepaid mailer to her, so she could return the nightgown for a full refund, at no cost to her. She refused both options and insisted we send a replacement- but as we communicated, none are available. This same customer then filed a chargeback with the credit card company, attempting to defraud us out of the entire amount for the order and still keeping 5 of the items, worth $68, without paying for them. That case is still pending. We feel we did everything possible to rectify the situation, given that the item was no longer available. Additionally, she used foul language in dealing with our customer service team and was very hostile toward them, though all of our communication remained professional throughout. We even offered to have an owner of the company call her, but she was unwilling to do more than send angry emails to us.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I want what I ordered!!! When placing order it never said "limited availability" or anything alike. What kind of a "company" does not have replacements?The nonchalant responses are pathetic. I have never dealt with a place of business who mails out faulty merchandise and does NOT care nor tries to rectify beyond "go take it to get it sewn up yourself"... I want the item I ordered!!

Regards,

Review: Shipping charge:

I ordered Christmas design boxer shorts as a gift this past Christmas. I paid $10.00 for 3-day delivery. I placed the order about 10 pm on Friday, 12/20/2013. I did not receive the boxers until 12/30/2013. WebUndies explained [redacted] does not count Sat. and Sun. as regular deliver days. I understand that but that means my order would be delivered on 12/26/2013.

When I didn't receive my order until 12/30/2013, I requested a refund of my $10.00. After several e-mails to and from WebUndies, they informed me they would not refund my $10.00. They would refund the difference between [redacted] 3-day and 5-day delivery charge.

I did not pay for nor request 5-day delivery of my order. I have ordered boxers from WebUndies for the past three Christmas season. Charging me 5-day delivery above their normal shipping charge is unacceptable and somewhat unethical in my mind.

Business

Response:

The customer placed an order with us on the evening of Friday, 12/20. As we state clearly on our web site, , "Most orders are shipped within two business days to ensure speedy delivery of your package. Orders are NOT shipped on the day the order is placed. You will receive an e-mail confirmation letting you know that your order is on its way. We are not responsible for

delivery delays due to adverse weather conditions as determined by [redacted] and [redacted].". The order was indeed shipped the next business day, Monday 12/23. [redacted] did not consider Tuesday 12/24 or Wed 12/25 as business days, which was also posted on our home page and shipping page. The order was delivered on the third business day, according to [redacted], the method she chose. In good faith, we refunded her the $5.50 difference between standard and 3 Day shipping, even though the package was considered on time. We also had clearly posted on our site in several places that orders placed when this one was, needed to be shipped with Next Day Air for delivery by Christmas. The customer is not reasonable in her desire for free shipping and we have already been generous with her.

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Description: General Merchandise - Retail

Address: 615 Macon St, Mountainside, New Jersey, United States, 35214-4147

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