Fresco

Good morning! ? We are writing in response to the complaint submitted by Mr [redacted] regarding the products he ordered online from Acne.org? This is to inform you that the issue was completely resolved between Mr [redacted] and Acne.org? Apparently, there was a shipping issue on our end, which we acknowledged? Mr [redacted] had, indeed, ordered and paid for of our "Acne.org Regimen Kits," each of which contains bottles of products? Mr [redacted] was only shipped Regimen Kit with bottles total? We responded to Mr***'s questions regarding this matter, acknowledged the mistake on our part, and shipped him the two missing Regimen Kits that he had ordered containing the additional bottles, giving him a total of bottles of our products Since receiving this Revdex.com complaint, we have reached out to Mr [redacted] to determine if there were any additional complaints on his part and, if not, if he would be willing to dismiss this complaint? Attached is his e-mail response stating that he is satisfied with the way we resolved this issue, and that he even tried to mark the Revdex.com complaint as resolved, but that we needed to respond first We believe this matter is completely resolved in the minds of both parties? Please let us know if there is anything else we can do to resolve this complaint and have it removed? We have an A+ rating with you and would like to keep it that way! With kind regards, [redacted] Acne.org Customer Care( [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID 11316114, and find that this resolution is satisfactory to meSincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] This matter has been resolved but I would like to add that the first package was not delivered to me, tracking said delivered to the post office and who knows what happened after that, certainly not me and nice way to say I am a liarBut regardless, I did not file a complaint with the Revdex.com until I felt I was getting a runaround and read complaints online that others had with this company that were similar to mineI mean when I had a tracking that my return had been delivered and they said they did not get it and I needed to wait weeks for a return to be processed when they did get it Yeah I thought I was not going to get my refundNot everyone is out to rip off companies, I do most of my purchases online and usually never have any problems and I have to hope that I am dealing with trustful companiesHonestly, I do not think the company would have returned my money until my husband dealt with themHe made over a dozen calls to a message machine before he got a return call and the phone number he called was not on the website or on any emails, we had to search all over the internet to find itWould have helped to prevent panic by simply being easier to contactJust thankful to get my returnHave a nice day.?

Received company response via email on 4/8/16:? By the way I personally spoke to the customer who issued the complaint and she said she was so happy with our great customer service It turned out that it was all just a misunderstanding and the customer is very happy now :-) alls? well that ends well I guess

Thank you for the opportunity to respond to this complaint This customer, Ms [redacted] , originally placed an order on our website, Acne.org, on Dec12, 2016, which tracking showed as being delivered on December 20, However, Ms [redacted] sent us an e-mail on January 7, claiming that she did not receive the packageAs a one-time courtesy, and despite tracking information showing that her order was indeed delivered, we reshipped her order on January (see attached confirmation of 2nd delivery of products)On February 15, 2017, Ms [redacted] requested to return her products, so we issued an RMA (return tracking) number to her on that same dayTypically, a returned order can take up to - weeks to show on our return reports and be processed Our customer service team advised Ms [redacted] of this and asked her to kindly allow us until next week to process her return and refundMs [redacted] has apparently refused to honor that request and instead to open a case with the Revdex.com In addition to the foregoing factual information, we would also submit our reasoning for not issuing refunds on orders that have not yet been returned to usWe are an online business with many, many orders taking place on a daily basis, with many returns also being sorted through and refundedIf we were to issue refunds each time a customer asked for one, without receiving the products back, we would lose money very quicklyUnfortunately, although Ms [redacted] may herself be a very honest customer, there are many people who are not, and those people would take advantage of such a provision by purchasing our products, claiming not to have received them (although tracking shows that they did), and asking for a refundIn the end, they would be getting our products for freeThus, just like virtually every other retail store, we cannot simply offer refunds without the return of our productsWe are sorry to our customers that refunds take some time to complete, but we believe that our return processing time is no longer than most other retailers, and so is to be expected All of this having been said, we believe that this case should now be resolved as Ms [redacted] 's returned products were indeed received by us and have been processedOur customer service department informs us that the refund was issued yesterday (February 25, 2017)So, from the time of Ms [redacted] 's last return request (February 15) to the date of her refund (February 25), it was a matter of only days, which included her return shipping time If you need any additional information, please do not hesitate to contact usWe are happy to supply any additional backup information you may require Regards, [redacted] Acne.org

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] This matter has been resolved but I would like to add that the first package was not delivered to me, tracking said delivered to the post office and who knows what happened after that, certainly not me and nice way to say I am a liarBut regardless, I did not file a complaint with the Revdex.com until I felt I was getting a runaround and read complaints online that others had with this company that were similar to mineI mean when I had a tracking that my return had been delivered and they said they did not get it and I needed to wait weeks for a return to be processed when they did get it Yeah I thought I was not going to get my refundNot everyone is out to rip off companies, I do most of my purchases online and usually never have any problems and I have to hope that I am dealing with trustful companiesHonestly, I do not think the company would have returned my money until my husband dealt with themHe made over a dozen calls to a message machine before he got a return call and the phone number he called was not on the website or on any emails, we had to search all over the internet to find itWould have helped to prevent panic by simply being easier to contactJust thankful to get my returnHave a nice day

Thank you for giving us an opportunity to respond to this complaintWe would like to say, first of all, that we value each and every one of our customersWe want to leave them with a feeling of satisfaction after purchasing a product from us - both from the product experience as well as the customer service experience We acknowledge that the customer reported that some of her items were damaged during shippingOur customer service team offered to immediately ship out replacements for the damaged productsThe customer refused this offer and, instead, said she wanted to return the products for a refundWe told the customer that we would be happy to provide a refund and she was provided with an "RMA" number to put on the outside of her package so that we could associate the return with the correct orderAs per our policies, we advised the customer that we could not issue the refund until the damaged products were received back at our fulfillment center Once the customer took the package to the post office, she was dissatisfied with the cost for returning the products and then demanded that we send her shipping label to return the products at our costWe asked for pictures of the products so that we could confirm that they were indeed damaged during shipping, and the customer said that she could not take pictures of the products(This is a routine part of refund/replacement procedures for damaged products and our customers typically do not have any problem providing picturesIn fact, I myself had to provide pictures for a damaged coat I received from a clothing company prior to them shipping me a new oneThis could be considered standard procedure for many online retailers in this day and age.) At this point, we have offered our solutions to the customer, and have only asked that she provide some very simple things, such as to return the products and/or take photos of the damaged products and send those photos to usHowever, what we have offered was not accepted by this customer All of the above being said, and while we do not believe we did anything wrong in this instance, we would love for this customer to feel happy with her experience in the endIf she could please provide us with photos of the damaged products, we would still be willing to issue a refund for her products and, as a one-time courtesy, will send a return shipping label to her for shipment back to usOnce we receive the products at our warehouse, the return and refund will be processed Please let us know if this will satisfactorily resolve this complaint Kind regards, [redacted] Customer Care

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and am happy to report that the issue has been resolved completely I would like to add further that once the customer service team at Acne.org realized the shipping error, they acted quickly to get me the remainder of my productThey were very friendly and reasonableI will continue ordering their product and am happy to support their business
Sincerely, *** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and am happy to report that the issue has been resolved completely I would like to add further that once the customer service team at Acne.org realized the shipping error, they acted quickly to get me the remainder of my productThey were very friendly and reasonableI will continue ordering their product and am happy to support their business
Sincerely, *** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID 11316114, and find that this resolution is satisfactory to meSincerely, *** ***

Good morning!
We are writing in response to the complaint submitted by Mr*** regarding the products he ordered online from Acne.org This is to inform you that the issue was completely resolved between Mr*** and Acne.org Apparently, there was a shipping issue on our end,
which we acknowledged Mr*** had, indeed, ordered and paid for of our "Acne.org Regimen Kits," each of which contains bottles of products Mr*** was only shipped Regimen Kit with bottles total We responded to Mr***'s questions regarding this matter, acknowledged the mistake on our part, and shipped him the two missing Regimen Kits that he had ordered containing the additional bottles, giving him a total of bottles of our products
Since receiving this Revdex.com complaint, we have reached out to Mr*** to determine if there were any additional complaints on his part and, if not, if he would be willing to dismiss this complaint Attached is his e-mail response stating that he is satisfied with the way we resolved this issue, and that he even tried to mark the Revdex.com complaint as resolved, but that we needed to respond first
We believe this matter is completely resolved in the minds of both parties Please let us know if there is anything else we can do to resolve this complaint and have it removed We have an A+ rating with you and would like to keep it that way!
With kind regards,
*** ***Acne.org Customer Care(*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
This matter has been resolved but I would like to add that the first package was not delivered to me, tracking said delivered to the post office and who knows what happened after that, certainly not me and nice way to say I am a liarBut regardless, I did not file a complaint with the Revdex.com until I felt I was getting a runaround and read complaints online that others had with this company that were similar to mineI mean when I had a tracking that my return had been delivered and they said they did not get it and I needed to wait weeks for a return to be processed when they did get it Yeah I thought I was not going to get my refundNot everyone is out to rip off companies, I do most of my purchases online and usually never have any problems and I have to hope that I am dealing with trustful companiesHonestly, I do not think the company would have returned my money until my husband dealt with themHe made over a dozen calls to a message machine before he got a return call and the phone number he called was not on the website or on any emails, we had to search all over the internet to find itWould have helped to prevent panic by simply being easier to contactJust thankful to get my returnHave a nice day.?

Received company response via email on 4/8/16:?
By the way I personally spoke to the customer who issued the complaint and she said she was so happy with our great customer service
It turned out that it was all just a misunderstanding and the customer is very happy now :-) alls? well that
ends well I guess

Thank you for the opportunity to respond to this complaint? This customer, Ms[redacted], originally placed an order on our website, Acne.org, on Dec12, 2016, which tracking showed as being delivered on December 20, However, Ms[redacted] sent us an e-mail on January 7, claiming
that she did not receive the packageAs a one-time courtesy, and despite tracking information showing that her order was indeed delivered, we reshipped her order on January (see attached confirmation of 2nd delivery of products)On February 15, 2017, Ms[redacted] requested to return her products, so we issued an RMA (return tracking) number to her on that same dayTypically, a returned order can take up to - weeks to show on our return reports and be processed? Our customer service team advised Ms[redacted] of this and asked her to kindly allow us until next week to process her return and refundMs[redacted] has apparently refused to honor that request and instead to open a case with the Revdex.com
In addition to the foregoing factual information, we would also submit our reasoning for not issuing refunds on orders that have not yet been returned to usWe are an online business with many, many orders taking place on a daily basis, with many returns also being sorted through and refundedIf we were to issue refunds each time a customer asked for one, without receiving the products back, we would lose money very quicklyUnfortunately, although Ms[redacted] may herself be a very honest customer, there are many people who are not, and those people would take advantage of such a provision by purchasing our products, claiming not to have received them (although tracking shows that they did), and asking for a refundIn the end, they would be getting our products for freeThus, just like virtually every other retail store, we cannot simply offer refunds without the return of our productsWe are sorry to our customers that refunds take some time to complete, but we believe that our return processing time is no longer than most other retailers, and so is to be expected
All of this having been said, we believe that this case should now be resolved as Ms[redacted]'s returned products were indeed received by us and have been processedOur customer service department informs us that the refund was issued yesterday (February 25, 2017)So, from the time of Ms[redacted]'s last return request (February 15) to the date of her refund (February 25), it was a matter of only days, which included her return shipping time
If you need any additional information, please do not hesitate to contact usWe are happy to supply any additional backup information you may require
Regards,
[redacted]Acne.org

Thank you for giving us an opportunity to respond to this complaintWe would like to say, first of all, that we value each and every one of our customersWe want to leave them with a feeling of satisfaction after purchasing a product from us - both from the product experience as well as the
customer service experience
We acknowledge that the customer reported that some of her items were damaged during shippingOur customer service team offered to immediately ship out replacements for the damaged productsThe customer refused this offer and, instead, said she wanted to return the products for a refundWe told the customer that we would be happy to provide a refund and she was provided with an "RMA" number to put on the outside of her package so that we could associate the return with the correct orderAs per our policies, we advised the customer that we could not issue the refund until the damaged products were received back at our fulfillment center
Once the customer took the package to the post office, she was dissatisfied with the cost for returning the products and then demanded that we send her shipping label to return the products at our costWe asked for pictures of the products so that we could confirm that they were indeed damaged during shipping, and the customer said that she could not take pictures of the products(This is a routine part of refund/replacement procedures for damaged products and our customers typically do not have any problem providing picturesIn fact, I myself had to provide pictures for a damaged coat I received from a clothing company prior to them shipping me a new oneThis could be considered standard procedure for many online retailers in this day and age.)
At this point, we have offered our solutions to the customer, and have only asked that she provide some very simple things, such as to return the products and/or take photos of the damaged products and send those photos to usHowever, what we have offered was not accepted by this customer
All of the above being said, and while we do not believe we did anything wrong in this instance, we would love for this customer to feel happy with her experience in the endIf she could please provide us with photos of the damaged products, we would still be willing to issue a refund for her products and, as a one-time courtesy, will send a return shipping label to her for shipment back to usOnce we receive the products at our warehouse, the return and refund will be processed
Please let us know if this will satisfactorily resolve this complaint
Kind regards,
[redacted] Customer Care

Received company response via email on 4/8/16: 
By the way I personally spoke to the customer who issued the complaint and she said she was so happy with our great customer service
It turned out that it was all just a misunderstanding and the customer is very happy now :-) alls well that...

ends well I guess...

Good morning!
 
We are writing in response to the complaint submitted by Mr. [redacted] regarding the products he ordered online from Acne.org.  This is to inform you that the issue was completely resolved between Mr. [redacted] and Acne.org.  Apparently, there was a shipping issue on our end,...

which we acknowledged.  Mr. [redacted] had, indeed, ordered and paid for 3 of our "Acne.org Regimen Kits," each of which contains 3 bottles of products.  Mr. [redacted] was only shipped 1 Regimen Kit with 3 bottles total.  We responded to Mr. [redacted]'s questions regarding this matter, acknowledged the mistake on our part, and shipped him the two missing Regimen Kits that he had ordered containing the 6 additional bottles, giving him a total of 9 bottles of our products.
Since receiving this Revdex.com complaint, we have reached out to Mr. [redacted] to determine if there were any additional complaints on his part and, if not, if he would be willing to dismiss this complaint.  Attached is his e-mail response stating that he is satisfied with the way we resolved this issue, and that he even tried to mark the Revdex.com complaint as resolved, but that we needed to respond first.
We believe this matter is completely resolved in the minds of both parties.  Please let us know if there is anything else we can do to resolve this complaint and have it removed.  We have an A+ rating with you and would like to keep it that way!
With kind regards,
[redacted]Acne.org Customer Care([redacted]

Thank you for giving us an opportunity to respond to this complaint. We would like to say, first of all, that we value each and every one of our customers. We want to leave them with a feeling of satisfaction after purchasing a product from us - both from the product experience as well as the...

customer service experience.
We acknowledge that the customer reported that some of her items were damaged during shipping. Our customer service team offered to immediately ship out replacements for the damaged products. The customer refused this offer and, instead, said she wanted to return the products for a refund. We told the customer that we would be happy to provide a refund and she was provided with an "RMA" number to put on the outside of her package so that we could associate the return with the correct order. As per our policies, we advised the customer that we could not issue the refund until the damaged products were received back at our fulfillment center.
Once the customer took the package to the post office, she was dissatisfied with the cost for returning the products and then demanded that we send her shipping label to return the products at our cost. We asked for pictures of the products so that we could confirm that they were indeed damaged during shipping, and the customer said that she could not take pictures of the products. (This is a routine part of refund/replacement procedures for damaged products and our customers typically do not have any problem providing pictures. In fact, I myself had to provide pictures for a damaged coat I received from a clothing company prior to them shipping me a new one. This could be considered standard procedure for many online retailers in this day and age.)
At this point, we have offered our solutions to the customer, and have only asked that she provide some very simple things, such as to return the products and/or take photos of the damaged products and send those photos to us. However, what we have offered was not accepted by this customer.
All of the above being said, and while we do not believe we did anything wrong in this instance, we would love for this customer to feel happy with her experience in the end. If she could please provide us with photos of the damaged products, we would still be willing to issue a refund for her products and, as a one-time courtesy, will send a return shipping label to her for shipment back to us. Once we receive the products at our warehouse, the return and refund will be processed.
Please let us know if this will satisfactorily resolve this complaint.
Kind regards,
[redacted]
[redacted] Customer Care

Thank you for the opportunity to respond to this complaint.  This customer, Ms. [redacted], originally placed an order on our website, Acne.org, on Dec. 12, 2016, which tracking showed as being delivered on December 20, 2016. However, Ms. [redacted] sent us an e-mail on January 7, 2017 claiming...

that she did not receive the package. As a one-time courtesy, and despite tracking information showing that her order was indeed delivered, we reshipped her order on January 15 (see attached confirmation of 2nd delivery of products). On February 15, 2017, Ms. [redacted] requested to return her products, so we issued an RMA (return tracking) number to her on that same day. Typically, a returned order can take up to 2 - 3 weeks to show on our return reports and be processed.  Our customer service team advised Ms. [redacted] of this and asked her to kindly allow us until next week to process her return and refund. Ms. [redacted] has apparently refused to honor that request and instead to open a case with the Revdex.com.
In addition to the foregoing factual information, we would also submit our reasoning for not issuing refunds on orders that have not yet been returned to us. We are an online business with many, many orders taking place on a daily basis, with many returns also being sorted through and refunded. If we were to issue refunds each time a customer asked for one, without receiving the products back, we would lose money very quickly. Unfortunately, although Ms. [redacted] may herself be a very honest customer, there are many people who are not, and those people would take advantage of such a provision by purchasing our products, claiming not to have received them (although tracking shows that they did), and asking for a refund. In the end, they would be getting our products for free. Thus, just like virtually every other retail store, we cannot simply offer refunds without the return of our products. We are sorry to our customers that refunds take some time to complete, but we believe that our return processing time is no longer than most other retailers, and so is to be expected.
All of this having been said, we believe that this case should now be resolved as Ms. [redacted]'s returned products were indeed received by us and have been processed. Our customer service department informs us that the refund was issued yesterday (February 25, 2017). So, from the time of Ms. [redacted]'s last return request (February 15) to the date of her refund (February 25), it was a matter of only 10 days, which included her return shipping time.
If you need any additional information, please do not hesitate to contact us. We are happy to supply any additional backup information you may require.
Regards,
[redacted]Acne.org

Revdex.com:I have reviewed the response made by the business in reference to complaint ID 11316114, and find that this resolution is satisfactory to me. Sincerely, [redacted]