Zig Zag Stripe

Has the consumer previously contacted you or someone in your business about the enclosed complaint? yes, the customer contacted our Customer Service Department After reviewing the complaint, indicate its current status in your response: __X___ We feel this complaint is unjustified - Here is why : [redacted] is a repeat customer of oursShe has ordered from us four times in the last monthsHer latest order, Order #***, placed with us on April 15, was processed and shipped properly [redacted] 's order was delivered to her in proper packaging and unopened/unusedAll of our customer's received in their order(s) a packing slip with information of the item(s) shipped and our return policyOur return policy states :Returns, Exchanges & Cancellations To be eligible for a return, item must be unused, unwashed and in the same condition as received for store credit to be issuedYou also must return your item(s) within days of deliveryWe will also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.)All SALE ITEMS, Deals of the Day, Buy One Get One Free Sales, jewelry, solid colored leggings, jeggings and scarves are FINAL SALE and will not be eligible for a return.You should expect to receive your store credit within hours of our warehouse receiving your packageWe do NOT offer exchangesAll returns receive store credit.You will be responsible for paying return shipping costs for the item Shipping costs are non-refundable unless the return is due to a wrong item being sent or a damaged productIn this situation, The ZigZag Stripe will refund the shipping costs back to you in store credit or as a refund on your credit card An RMA number is required for all returnsIf we receive an item that is not eligible for a return, you will be charged $for us to return shipWe advise purchasing shipping insurance and package trackingWe can not guarantee the returned item will arrive to our warehouseLocal Drop Off for Return(s)We do offer local drop off at our warehouse between the hours of 8am-5pm Monday-FridayYou MUST have an RMA number already before dropping offIf an RMA number has not been assigned prior, we will not be able to accept your return when you drop offThe address to drop off is Valcasi Drive, Ste Arlington, Texas CHANGES & CANCELLATIONSOnce an order has been placed, we can NOT make changes to your order Cancellations can only be made within hours of being placed, unless the order has already gone into the shipping processIn this situation, the order can NOT be canceledFINAL SALE items, DEAL OF THE WEEK and other items mentioned above as final sale items are not eligible for cancellations or returns SALE ITEMS (if applicable)Only regular priced items may be returned for store credit, Sale items are FINAL SALES and changes and cancellations do not applyALL SALE ITEMS, DEALS OF THE DAY, BUY ONE GET ONE FREE SALES, JEWELRY, SOLID COLORED LEGGINGS, JEGGINGS & SCARVES ARE FINAL SALEA $return mail charge will be placed on any Sale Item(s) sent to us Charge must be paid within business days or the Return is considered abandoned and will be donated According to [redacted] 's email she did not keep the packing slip because she did not think she needed it for anythingEven if the customer happens to misplace or throw out their packing slip we do have the return policy listed on our website, http://www.zigzagstripe.com/pages/return-exchange-policyOn this page we do state the above return policy along with a contact submission form for the customer's to contact us about a returnIn our return policy we firmly state that to be eligible for return, item(s) must be unused, unwashed and in the same condition as received for store credit to be issuedIt also states that the customer responsible for paying return shipping costs for itemsShipping costs are non-refundable unless the return is due to a wrong item being sent or a damaged productHad the customer's item not been worn we would have issued store credit or a refund for the cost of item & shipping fee'sHowever, after reviewing the returned "damaged" item we determined that the item had in fact been wornThe item was returned with deodorant in the arm pit area, stains on the front of the shirt & the garment had some wear in the armpit area as wellEven thought [redacted] claims the item was only worn for a couple of hours in her home, the item was still subject to wear & became "damaged" with stainWe are unable to accept product back in this mannerWe as a company choose to not resale product if it is not in original conditionsItems that are returned to us in poor quality are offered back to the original customerThe customer is subject to an $shipping and handling fee if not eligible/denied for returnIf the customer chooses to not pay for the item to be returned we then donate the item(s) to charityAttached is a copy of [redacted] packing slip & emails sent between her & our returns and customer service departmentIf further information is needed please let us know[redacted]

Attached are images of the product that was returned to usNot only does the garment have stains, wear, & deodorant, but the garment also smells like outsideI have also attached images of a New "Black Decker" top which is how the garment should lookA New item does not have the scent of being worn outside.Had the customer received a product like this item in it's damaged state, we would have been notifiedBut no mention of damage other than a cut in the back of garment was madeWe inspect our items and packaging before sendingWe would not have sent an item had the packaging or garment been cut[redacted] ***

Attached are images of the product that was returned to us. Not only
does the garment have stains, wear, & deodorant, but the garment
also smells like outside. I have also attached images of a New "Black
Decker" top which is how the garment should look. A New item does not
have the scent of being worn outside.Had the customer received a product like this item in it's damaged state, we would have been notified. But no mention of damage other than a cut in the back of garment was made. We inspect our items and packaging before sending. We would not have sent an item had the packaging or garment been cut.[redacted]

1. Has the consumer previously contacted you or someone in your business about the enclosed complaint? yes, the customer contacted our Customer Service Department
2. After reviewing the complaint, indicate its current status in your response:
__X___ We feel this complaint is unjustified - Here is...

why :[redacted] is a repeat customer of ours. She has ordered from us four times in the last 2 months. Her latest order, Order #[redacted], placed with us on April 15, 2015 was processed and shipped properly. [redacted]'s order was delivered to her in proper packaging and unopened/unused. All of our customer's received in their order(s) a packing slip with information of the item(s) shipped and our return policy. Our return policy states :Returns, Exchanges & Cancellations

To be eligible for a return, item must be unused, unwashed and
in the same condition as received for store credit to be issued. You
also must return your item(s) within 14 days of delivery. We will also
pay the return shipping costs if the return is a result of our error
(you received an incorrect or defective item, etc.). All SALE
ITEMS, Deals of the Day, Buy One Get One Free Sales, jewelry, solid
colored leggings, jeggings and scarves are FINAL SALE and will not be
eligible for a return.You should expect to receive your store credit within 72 hours of our warehouse receiving your package. We do NOT offer exchanges. All returns receive store credit.You
will be responsible for paying return shipping costs for the item.
Shipping costs are non-refundable unless the return is due to a wrong
item being sent or a damaged product. In this situation, The ZigZag
Stripe will refund the shipping costs back to you in store credit or as a
refund on your credit card.
An RMA number is required for all returns. If we receive an
item that is not eligible for a return, you will be charged $8.00 for us
to return ship. We advise purchasing shipping insurance and package
tracking. We can not guarantee the returned item will arrive to our
warehouse. Local Drop Off for Return(s)We do offer local drop off at our warehouse between the hours of 8am-5pm Monday-Friday. You MUST
have an RMA number already before dropping off. If an RMA number has
not been assigned prior, we will not be able to accept your return when
you drop off. The address to drop off is 8001 Valcasi Drive, Ste 101
Arlington, Texas 76001. 
CHANGES & CANCELLATIONSOnce
an order has been placed, we can NOT make changes to your order.
Cancellations can only be made within 24 hours of being placed, unless
the order has already gone into the shipping process. In this situation,
the order can NOT be canceled. FINAL SALE items, DEAL OF THE WEEK and other items mentioned above as final sale items are not eligible for cancellations or returns.
SALE ITEMS (if applicable)Only regular priced items may be returned for store credit, Sale items are FINAL SALES and changes and cancellations do not apply. ALL
SALE ITEMS, DEALS OF THE DAY, BUY ONE GET ONE FREE SALES, JEWELRY,
SOLID COLORED LEGGINGS, JEGGINGS & SCARVES ARE FINAL SALE. A
$8.00 return mail charge will be placed on any Sale Item(s) sent to us.
Charge must be paid within 5 business days or the Return is considered
abandoned and will be donated.  According to [redacted]'s email she did not keep the packing slip because she did not think she needed it for anything. Even if the customer happens to misplace or throw out their packing slip we do have the return policy listed on our website, http://www.zigzagstripe.com/pages/return-exchange-policy. On this page we do state the above return policy along with a contact submission form for the customer's to contact us about a return. In our return policy we firmly state that to be eligible for return, item(s) must be unused, unwashed and
in the same condition as received for store credit to be issued. It also states that the customer responsible for paying return shipping costs for items. Shipping costs are non-refundable unless the return is due to a wrong
item being sent or a damaged product. Had the customer's item not been worn we would have issued store credit or a refund for the cost of item & shipping fee's. However, after reviewing the returned "damaged" item we determined that the item had in fact been worn. The item was returned with deodorant in the arm pit area, stains on the front of the shirt & the garment had some wear in the armpit area as well. Even thought [redacted] claims the item was only worn for a couple of hours in her home, the item was still subject to wear & became "damaged" with stain. We are unable to accept product back in this manner. We as a company choose to not resale product if it is not in original conditions. Items that are returned to us in poor quality are offered back to the original customer. The customer is subject to an $8.00 shipping and handling fee if not eligible/denied for return. If the customer chooses to not pay for the item to be returned we then donate the item(s) to charity. Attached is a copy of [redacted] packing slip & emails sent between her & our returns and customer service department. If further information is needed please let us know.[redacted]

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 dispute.
Please enter your reason(s) for rejecting the business response below.
Regards,
[redacted]
I do not believe them about the "wear" they claim was on the item. I sent it back to them the way it came.

I couldn't find where to do this online, but I just wanted to update that my complaint #[redacted] with Zig Zag Stripe is now resolved.  Thank you for your assistance![redacted]