Yours Elegantly

Complaint: 10000498
I am rejecting this response because:  I find their policy to be extremely unforgiving, especially for the time of year of the purchase.  I inadvertently used the word 'exchange' in my initial e-mail to Elegantly Yours, when in fact I wanted a refund.  And, that is where they are being unbending.  I could not find anything on their webside that I needed.  I received this item from them on the 23rd or 24th of December (I'd like proof of delivery from them as to when I actually received it); and, had it back in their facility by the 9th of January.  By my calculations, if I received it on the 23rd, they had the item returned to them in 17 days; and that 17 days includes Saturdays, Sundays and holidays.  If you were to allow for Sundays and holidays, when mail facilities were not open nor delivering mail, this item was returned in a timely manner.  I agree that their merchandise is quality, I just feel that they are being extremely unbending in the return policy, considering the time of year, etc. 
Sincerely,
Jacqueline Williams

I couldn't believe how quickly I received my order. I'm very happy with my shawls and will definitely recommend you to everyone I know. Also wanted to thank you for the little gift that came along with my order. What a nice surprise. Thank you again for your excellent customer service. [redacted] in Canada

I needed a pashmina shawl in a rush for a last minute wedding event, and found just what I was looking for at Yours Elegantly. I contacted the business and spoke with Shere, requesting her to rush my order. I bought two pashminas, and received them within a couple of days of my purchase. I was very grateful for the fast shipping, and for the wonderful customer service. I also loved the pashminas ! The beautiful silver one looked beautiful, and indeed complemented my black dress very elegantly.
I highly recommend Yours Elegantly for their beautiful, quality product, and great service, and will sure shop at their store again myself.

RE: We have Merchant Policies in place so we can function efficiently as a business and treat all our customers equally and fairly. This customer was told that since she was beyond the 15 days return period she could do an exchange. In fact her...

request was for an exchange which she changed to a return. Had she been within the return period we would have gladly allowed it.
We even went a step further to say we could keep the $36.00 for the shawl on account so she can buy anything site wide for that amount when she is ready to make that purchase. Customer was insistent on a credit back to her card with a total disregard to our merchant policies.
We are well known with our customers in being a caring business and go out of our way in case of emergencies to accommodate the customer. In this situation with the customer just not caring to follow our merchant policies we felt we could not justify an exception.
Regards,
Shere N.
Yours Elegantly
9 Lillinonah Ridge DriveNew Milford, CT 06776
Tel :      (860) 355 4184
Email:  [email protected]

Doing business with this company was a pleasure. I needed two scarves in a hurry for an event I was attending and Shere made certain they arrived on time. I am very happy with the scarves and have just ordered from them again.

I had this shawl sent to my friend [redacted] She absolutely loved it! And so did I when I saw it on her! What more can I say.

This company was such a pleasure to work with from beginning to end. From the moment I ordered I had personalized emails sent to me as well as phone calls from Shere at this company. I was concerned I would not have this shawl in time for an event I needed it for. She contacted me and told me she will make sure I have it and tracked it for me to make sure it got to me for the event and it did. Beautiful quality merchandise as well got compliments on it all night. Between the service and quality of merchandise you would not be sorry dealing with this company. I recommend them highly. All businesses should be this way. Thank you Shere again for everything. [redacted]

It is really very good experience with products I have purchased from this site. I am very happy with all the products quality I have purchased.

Good shopping experience with YoursElegantly. Awesome collection of Scarves, Wraps & Shawls. The service they provide is excellent and the quality quite good with great price. I highly recommend it!

Review: On September 4, 2015 I ordered a shawl from this company. I chose their "free" shipping. Today, September 11, 2015 I received an email from this company letting me know that the product I had ordered was out of stock. They did try getting me to accept a substitution; altho I found that exceptionally preposterous as they are not the only company one can get a shawl from. Any other online company I have dealt with; and there have been many; immediately make the customer aware if the item desired is out of stock. My only presumption would be to have to pay this company extra money (supposedly for faster service) to find out if an item is in stock. I find this very poor business practice. I contacted them twice. My last reply from them is that they understood my predicament. whatever... As of yet my payment has not been put back into my bank account. I find it particularly appalling they would even take payment out without having product.

Business

Response:

Online orders are received by us once the order comes through with payment. Then it goes to the warehouse for processing. We have thousands of shawls and sometimes in a rare instance the item is sold out but we have ability to get restock and ship it to customer in the time period they requested. We generally get restocks on items very fast. This customer chose free shipping which is up to 14 business days however her event seemed to be earlier for which she wanted the shawl. Typically such customers choose the 4-7 business days option. We informed the customer the shawl was sold out and restock was delayed so we could help her choose a substitute that we can ship right away as we have so many comparable shawls - we generally don't take an extra amount if the customer chooses a slightly more expensive item as a substitute. Our past few customers in last 10 years who chose a substitute have been thrilled and thankful. In this instance since customer's event was earlier we understood her predicament. The order was sent to accounting for a credit to her card since she did not want a substitute. Full credit was posted to her card. We strive to please and hope to avoid such a situation in the future. We appreciate the feedback. We apologize profusely for any inconvenience caused to her.RegardsShereYE

Consumer

Response:

Review: [redacted]

I am rejecting this response because: as of yet my payment has not been put back into my account.

Sincerely,

This company was such a pleasure to work with from beginning to end. From the moment I ordered I had personalized emails sent to me as well as phone calls from Shere at this company. I was concerned I would not have this shawl in time for an event I needed it for. She contacted me and told me she will make sure I have it and tracked it for me to make sure it got to me for the event and it did. Beautiful quality merchandise as well got compliments on it all night. Between the service and quality of merchandise you would not be sorry dealing with this company. I recommend them highly. All businesses should be this way. Thank you Shere again for everything. [redacted]

I received my order today from Yours Elegantly; everything is just beautiful!
Thank you,

I couldn't believe how quickly I received my order. I'm very happy with my shawls and will definitely recommend you to everyone I know. Also wanted to thank you for the little gift that came along with my order. What a nice surprise. Thank you again for your excellent customer service. [redacted] in Canada

The ladies of Yours Elegantly are very kind and know that customer service is very important. The shawls that I ordered arrived in the specified amount of time (and with little gifts) and were all lovely! They were purchased for a bridal party, 5 attendants and the bride and the mother and grandmothers of the bride. We were all very glad to have them!

I bought many tunics,excellent service and prompt response.will highly recommend and will continue to shop in future...

Review: I ordered two pashminas on 12/17/13 from Elegantly Yours. The package arrived on either the 23rd or 24th of December. Upon delievery, I pretty much knew that the colors of the one were not going to work. I received, what I thought, was a return number (#Wiilliams[redacted]0130)from Shere per email dated 12/29/13 (but as it turns out it was an 'exchange' number)(apparently in my first email I inadvertenlty used the word 'exchange' in error). I mailed the pashmina back to Elegantly yours on January 6th, scheduled to be delivered on the 8th, but was not delivered until the 9th. After several communications back and forth, it was made clear that this vendor was not going to refund my money, because I did not return within 15 days. Seriously, taking into consideration, the holidays in between, etc., I can't believe that they won't refund my $36. I have no interest in a credit, there is nothing else I need on their website. I order thousands of dollars in merchandise in a years' time over the internet and have never had a bad experience until this company. If I go to order something and the site policy states, no refunds, credits returns only, I don't order from that site. I feel as though Elegantly Yours is being unreasonable in not refunding my money.Desired Settlement: I would like my credit card refunded for the full $36.

Business

Response:

RE: We have Merchant Policies in place so we can function efficiently as a business and treat all our customers equally and fairly. This customer was told that since she was beyond the 15 days return period she could do an exchange. In fact her request was for an exchange which she changed to a return. Had she been within the return period we would have gladly allowed it.

We even went a step further to say we could keep the $36.00 for the shawl on account so she can buy anything site wide for that amount when she is ready to make that purchase. Customer was insistent on a credit back to her card with a total disregard to our merchant policies.

We are well known with our customers in being a caring business and go out of our way in case of emergencies to accommodate the customer. In this situation with the customer just not caring to follow our merchant policies we felt we could not justify an exception.

Regards,

Shere N.

Yours Elegantly

9 Lillinonah Ridge Drive

New Milford, CT 06776

Tel : (860) 355 4184

Email: [email protected]

Consumer

Response:

Review: 10000498

I am rejecting this response because: I find their policy to be extremely unforgiving, especially for the time of year of the purchase. I inadvertently used the word 'exchange' in my initial e-mail to Elegantly Yours, when in fact I wanted a refund. And, that is where they are being unbending. I could not find anything on their webside that I needed. I received this item from them on the 23rd or 24th of December (I'd like proof of delivery from them as to when I actually received it); and, had it back in their facility by the 9th of January. By my calculations, if I received it on the 23rd, they had the item returned to them in 17 days; and that 17 days includes Saturdays, Sundays and holidays. If you were to allow for Sundays and holidays, when mail facilities were not open nor delivering mail, this item was returned in a timely manner. I agree that their merchandise is quality, I just feel that they are being extremely unbending in the return policy, considering the time of year, etc.

Sincerely,

Jacqueline Williams

Review: I called and ordered a Dolphin Necklace Set (cost $19.99,with $6.99 shipping). Upon ordering they were very nice and helpful, answered questions I had.I recieved set within a couple days. Upon opening box that contained items we noticed small scratching on body of dolphin. As this was meant to be a gift of our granddaughter, I was unset. I called company following day and explained defect. Per [redacted] I was told I could not exchange or get refund due to hygiene issues. This was never removed from box. She said their items are inspected twice before packing. It was nicely packaged, but in shipping the chain was loose and probably fell over the item and scratched it as it was tightly wrapped. It was "never" stated upon ordering that this was a No exchange/no refund item..A paper was enclosed in the package stating this. It was a shock to me. [redacted] finally said with her permission I could exchange it for something up to $15.00. I "do not" want an exchange. I would like my money refunded so I can have no furthur ties with them. To think I was so excited about something and then to be treated like this is saddening. Please look into this manner for me and I am so sorry for complaining but I was so hurt at their misleading me.Desired Settlement: I would like my total amount of money refunded to me

Business

Response:

This customer Carol Summers called in several times & spoke to me and our representative Marie - each time asked numerous questions and took measurements of the necklace set and took a lot of help on this dolphin necklace set for $19.99 for her 9 year old niece. We gave her 100% excellent service each time went over and above to answer all her questions and she did like that.

The customer Carol Summers was online and found this product herself reading about the description and the Jewelry Section mentions "all jewelry to be a final sale". The reason being we do fund raisers for Hospitals and many nurses and especially patients come shop our jewelry at the Hospital Fund Raisers with confidence knowing we have a policy of "no trying on jewelry" especially earrings as that could be a health hazard to patients with low immunity. Our jewelry online too is hence a final sale. Nobody to date has an issue with that. It is mentioned online to be a final sale. This customer placed an online order so she would have read that.

Carol Summers was unsure if this is going to be good for her 9 year old niece and we told her after extending all the help we could give that it is a decision she makes and she chose to place the web order online.

When packing jewelry we do a two time quality check and place the necklace set in a particular way with bubble wrap in the box and out of box. This gives it good cushioning and our jewelry reaches the customer in good condition as packed. The bubble wrap cannot press the chain on pendant and scratch it during transit as customer suggests as the chain is at the back of the soft material holding the jewelry in the box.

Customer wants to return it and we cannot allow jewelry returns per our Merchant policies online as that piece will not be resold. Still I went over and above and said I would allow her an "Exchange" as an exception we would take a hit on jewelry as we will not resell it. The necklace set was $19.99 she was to keep $4.99 to ship the exchange to her & was to do an exchange for $15.00 with any one of our (over thousand) items online and she agreed.

We thought we went way out of our way to assist this customer and allow an exchange for a final sale item. We are a customer service oriented company - this was done to be courteous and understanding though against our Merchant Policies and we thought we satisfied her. This complaint to the Revdex.com is a surprise as we went way overboard to help. We did all we could do by making an exception for this customer and allowing a final sale to be an exchange instead. Conclusion is we did more than our best to please this customer and she knows it. She is fully aware of the time we took to answer her many calls and responded to her email too. We were courteous, patient and understanding in trying to make an exception for this customer yet this customer put a complaint which is shocking. Conclusion is we tried our best to please and will leave it at that.

Regards

Shere Nagarwalla

Yours Elegantly

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I purchased two shawls form this business. I spent a lot of time talking with the owner about what I was looking for, as well as why I was purchasing a shawl. It was for a friend who is soon-to-be the Mother-of-the-Bride. The owner understood that I would be returning one or both shawls if they didn't go with my friend's dress, and that I needed to do so within 15 days to get a refund. (I even sent her a link to see my friend's dress.) I called today and found out that the more expensive shawl I purchased was considered a custom order and, therefore, not returnable! I was told, too, that it said this clearly on my invoice. (I am now going to go look at the invoice mailed with the shawl... ) At no time did the owner tell me this when we spoke by phone. And, to add insult to injury, she is the one who promoted my purchasing this shawl that is not returnable. My experience makes me question the honesty of the people involved in this business. I certainly will not purchase anything from them again, and I would like to warn other potential buyers "beware"!

I was extremely happy with the truly excellent service that I got today! The customer service person, Shere N., was extremely patient in thoroughly answering my multitude of questions. She also made several excellent suggestions which lead me to make the purchases today that I am so very confident about.

I have had pleasant interactions and beautiful shawls and scarves in the past. This time, it is a gift I have not seen and will not hear about for a few days, but I want to go on record that the caring careful personal service that helped me to make this purchase was exceptional. I will continue to turn to Yours Elegantly when I want to make special gifts.