Vincent Painting

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: The company is talking around the pointThe point is they mailed the package to the wrong address In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

No, I have not received the shirts (3) On Nov ***, I requested a return and the sales representative informed me by email that the warehouse had been notified On Nov **, I requested tracking information and was informed the shirts would be sent in two separete shipments and the tracking information will be forwarded when they leave the warehouse I'm sure you understand why I want this left open until I'm in receipt of the shirts Thank you so much for your help in this matter I am going to try to attach the email threads to this

To Whom It May Concern,Elizabeth & Clarke is a quarterly subscription service that offers the following subscription plans: shirts for $120, shirts for $100, and shirt for $We pay our factory to begin manufacturing on the billing date each season, and we base our orders and payments to our vendors on aggregate customer orders on the bill date in a given seasonOne of the reasons we are able to produce high-quality shirts for only $- $is because we ask our customers to place pre-orders with us, and in exchange we offer up to 33% off the retail price of our shirtsOur full billing and delivery schedule is publicly available on our FAQ page, so subscribers know far in advance when we will bill their credit card, and so they have time before that to make any changes to their account[redacted] purchased our Shirt Subscription Plan on May **, [redacted] was presented with and agreed to our cancellation policy at point-of-purchaseThis policy states:“If you cancel your subscription after we bill you for a given season, but before the shipping date of said season, you are not entitled to a refundHowever, you may elect one (1) of the following two (2) options: (1) You may choose to receive your box for the current season, according to the delivery schedule, as your final box OR (2) you may elect to receive an Elizabeth & Clarke merchandise credit for the amount you paid via credit card for any billed, undelivered boxesMerchandise credits do not expire, and you may use merchandise credits towards the purchase of any item at any time.”We charged [redacted] for the Winter Box on September **, as we do every year on this date for the Winter Collection, and as noted on our billing and delivery schedule that is publicly available on our FAQ page [redacted] contacted Customer Service on September [redacted] at 8:a.mand requested to cancel her accountCustomer Service responded to her cancellation request on the following business day and cancelled her subscription on September [redacted] at 5:p.mPlease note that she requested to cancel her subscription on the day of the Winter Collection bill date, after she had been charged.Per our cancellation policy, we cannot issue a refund for a cancellation request made after the quarterly bill dateHaving expressed disinterest in the Winter Collection, Customer Service cancelled [redacted] ***’s Winter Box and emailed her to inform her that we issued a full merchandise credit in the amount of $to her account on September 20thIf [redacted] wishes to redeem her credit, we are happy to accommodate this; she simply needs to let us know that she wishes to redeem her credit.We apologize for any inconvenience this issue may have caused [redacted] ***, and we are more than happy to answer any further questions or concerns

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 me and the matter has been resolved Sincerely, [redacted] ***

RevDex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: My complaint with this business is not that the package wasn't delivered; it is that the package was not delivered correctly according to the information given to the consumers via their website. Their website stated that packages were to ship June ***. By updating my address on May ***, I was within this time frame for shipment. When I reached out to update my address, I was not informed that my address was not updated in time for the June [redacted] shipment. Here are the facts:The website states a ship date of June ***.There is no information on the website regarding when is the last date to make address changes.I changed my address May ***. I was not informed that I was too late to make an address change, so I assumed my shipment would be going to my correct address.The company shipped it to my old address, where I no longer live, and therefore I did not receive the package. Elizabeth & Clarke did not update my address for the shipment and therefore I did not receive it. While there are circumstances beyond both of our control (the [redacted] did not forward my mail and delivered it), the problem began as soon as Elizabeth & Clarke mailed my package to the wrong address. Their solutions are not acceptable because it is impossible for me to now get the package, seeing as I live in [redacted] and the package was delivered to [redacted] **.I want a refund of my payment of $60.00 for the package, as this never would be an issue if 1) their website clearly stated when the last day to make address changes was, and 2) if the customer service agent would have informed me that it was, in fact, too late to make an address change. In order for the BBB to appropriately process your response, you MUST answer the question above. Sincerely, [redacted]

Unfortunately, due to the fact that the package in question was successfully delivered, we cannot provide a refund, exchange, or re-send the package unless it is returned to usIf, for example, [redacted] ’s package was 'Undeliverable' to the address on file then the carrier would return it to our warehouse or we could contact the carrier to re-direct the packageHowever, in this case, someone at [redacted] ’s address did accept the packageThus, it is no longer in the postal system, and because of this, we are unable to file an insurance claim or re-direct the packageThis case would fall under a ‘Stolen Package’ claimAccording to our Terms & Conditions, we do not cover any lost or stolen packages after delivery.Someone at [redacted] ’s previous address did accept this package and has it in his or her possessionSo, we suggest contacting her previous building to recover itWe apologize for the inconvenienceWe will be happy to provide [redacted] with a full refund, exchange, credit, or re-send the package once it is received back in our warehouse

On Nov [redacted] at 11:am, we informed [redacted] that her order would be sent as two separate orders, and arrive in 5-business days.On Nov [redacted] at 11:am, [redacted] requested that we send the tracking numbers to her.On Nov [redacted] at 12:pm, a customer service representative informed [redacted] that once the tracking numbers were provided by the carrier, she would send them to [redacted] right away.On Dec [redacted] at 12:pm, according to [redacted] tracking number: [redacted] , [redacted] ***'s first shipment arrived at the front desk or reception area of her address on file.On Dec [redacted] at 12:pm, according to [redacted] tracking number: [redacted] , [redacted] ***'s second shipment arrived at the front desk or reception area of her address on file.Please let us know if you have any further questions or concerns

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:The synopsis of events as outline by Elizabeth and Clark is not completely accurate, they've definitely taken some literary license but it's pretty close to true I'm not willing to consider this complaint resolved because I have not received the shirts Once the shirts are received I will be willing to closing it, but until such time, I'm not comfortable doing so
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

To Whom it May Concern,*** *** backed a Kickstarter project we created and successfully
funded in May She pledged at the $level, and chose three shirts as
her reward.The purpose of Kickstarter is to crowdfund donations in
order to create a new product or serviceTypically,
Kickstarter creators offer
a reward in the form of the product they are crowdfundingHowever, the basic
structure of a Kickstarter pledge is a donationBecause of this, we do not
offer refunds on pledge donationsThis policy is made clear on our Kickstarter
page and at the point of sale. However, we understand that a reward shirt
might not fit, which is why we offer all backers the option to exchange an item
or itemsAdditionally, we offer free exchange shipping within the United
States In order to be eligible for an
exchange, it is our policy that all items: Must be sent back in their original packaging, including all garment tags, plastic bags, and outer packaging in which they arrived and,Must be unworn, undamaged, and in resalable conditionUnfortunately, in *** ***’s case, the items she returned
were received in damaged conditionWhen this occurs, it is our policy to offer
the customer several options to resolve the issue: (1) return the damaged items
back to the customer at our cost, (2) discard the damaged items, or (3) place
an additional order for the requested exchange items On Nov **, 11:am, *** *** contacted
Customer Service and chose option (1)As of this writing, *** ***’s damaged
items have been sent back to herIn order to provide further clarity and detail, the
following is a summary of our communication with *** ***:On Oct **,
3:11pm, *** *** emailed Customer Service and requested to return
the three shirts she received as her Kickstarter reward.On Oct **, 6:29pm, a Customer Service representative
responded and inquired if *** *** had the original packaging & tags for
the returnOn Oct **, 5:13pm, *** *** informed Customer Service that
her items would be sent back in all of the original packaging.On Oct **, 11:36am, a Customer Service representative asked *** *** what items she would like to receive in exchange for her returned items,
and also provided *** *** with our size chart.On Oct **, 4:49pm, *** *** emailed Customer Service
claiming that she did not receive the reply sent on Oct **, 11:36amShe
stated, “*** *** *** * *** *** *** *** *** ** *** ** * *** ** *** ***”On Oct **, 10:am, *** *** contacted Customer Service
stating she did not hear back from a representative and stated: “[The
representative] inquired if I had the original bags as the [sic] would be
needed for the returnSince then I have not heard from her, and she has failed
to respond to multiple emails sentThis is an extremely unprofessional way to
do business and I will not recommending your products if this is the way you
operate.”Please note, it is our policy to reply to emails within
business day, and *** *** sent both of the above emails within less than
business dayOn Oct **, 10:45am, a Customer Service representative replied,
apologized for the confusion, and asked for the same information requested in
our Oct ** email.On Oct **, 11:41am, *** *** responded and provided her
desired sizes and styles for her exchange.On Oct **, 5:01pm, a Customer Service representative provided
*** *** with a prepaid return label and a copy of our Kickstarter exchange
policy.On Nov *, 2:pm, *** *** sent a screenshot of the entire
email thread from Oct ** through Oct ** and inquired about her return label.On Nov *, 2:21pm, a Customer Service representative attached
a screenshot of our Oct ** email and another return label.On Nov *, 6:10pm, *** *** publicly commented on our
Kickstarter page and stated: “*** *** *** *** *** *** *** * ** * *** *** *** *** *** ** *** ** *** *** *** ** *** *** *** *** *** *** *** *** *** * *** ** *** *** * *** * *** *** * *** *** *** *** *** *** *** *** *** *** *** *** * *** *** * *** *** *** *** *** *** *** *** ** *** *** * *** ** *** *** ** * *** *** ** *** ** *** *** *** *** *** *** * *** ***”On Nov *, a Customer Service representative publicly
responded to *** ***’s Kickstarter comment, stating: “Hi
@*** I have personally sent you multiple emails with your
prepaid return label, and have responded to each email - perhaps some of the
emails went to spam? In either case, if you are unable to open any of the
return labels, please let me knowI will be more than happy to personally mail
the label to youThanks!”On Nov *, 1:37pm, *** *** emailed Customer Service again
inquiring about her return label.On Nov *, 5:09pm, a Customer Service representative responded
to *** *** informing her that a return label had been physically mailed to
her in order to avoid any further confusionThe representative listed the
exchange policy again for the customer to reference.On Nov **, 6:59pm, *** *** responded with an apology and
stated that she falsely accused the representativeOn Nov **, 9:58am, a Customer Service representative
responded to *** *** and empathized with her frustrationThe representative
closed the conversation and informed the customer to contact her again if she
ever needed anything else.On Nov **, 1:11pm, our Warehouse Returns department informed
our Customer Service department that *** ***’s items had been received, and
all of the items were damagedThe items were sent back with stains, smudges,
and covered in hairOn Nov **, 3:14pm, a Customer Service representative emailed
*** *** and stated that her items were received damagedThe representative
stated that we could send the damaged items back to her, discard the items, or that
she could purchase her desired exchange items.On Nov **, 7:05pm, *** *** requested photographs of the
damaged items.On Nov **, 10:am, a Customer Service representative emailed
*** *** the photos of each damaged item and described the damages to herOn Nov **, 11:am, *** *** requested that we send the
damaged items back to her.On Nov **, 11:am, a Customer Service representative informed
*** *** that we sent the damaged items back to herThe representative closed
the conversation and informed the customer to contact her again if she ever
needed anything else.On Nov **, 12:pm, *** *** viewed the email sent on Nov **, 11:am, but did not respondWe apologize for any inconvenience this issue may have
caused *** ***, and we are more than happy to answer any further questions or
concerns

To Whom It May Concern:On March **, 2015, *** *** placed a pre-order with our company for shirts, which were to be delivered on June ***We shipped her order on May *** to her address on fileOn May ***, *** *** emailed our customer service department to update her
shipping addressAt that time, we updated her address on file for all future ordersHowever, her order placed on March *** had already shipped, and thus, we were unable to change its destination address at that timeHer order was successfully delivered on June ***, Her *** tracking number showing proof of delivery is: ***.*** *** emailed us on July *** stating that she had not received her packageOnce we checked her tracking information, it appeared that another person at her previous address accepted her packageAt that point, we informed her that we were no longer able to control the package or even file an insurance claim, as it had been delivered and was now outside of the postal system.We urged her to contact her previous apartment building to retrieve the package, but she did not want to take this stepWe can offer *** *** the following resolutions: (1) A full refund once the package is received back in our warehouse(2) Re-shipment of her package to her new address (at our expense) once it is received back in our warehouse

No, I have not received the shirts (3).  On Nov [redacted], I requested a return and the sales representative informed me by email that the warehouse had been notified.  On Nov **, I requested tracking information and was informed the shirts would be sent in two  separete shipments and the tracking information will be forwarded when they leave the warehouse.    I'm sure you understand why I want this left open until I'm in receipt of the shirts.  Thank you so much for your help in this matter.  I am going to try to attach the email threads to this.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

My complaint with this business is not that the package wasn't delivered; it is that the package was not delivered correctly according to the information given to the consumers via their website. Their website stated that packages were to ship June [redacted]. By updating my address on May [redacted], I was within this time frame for shipment. When I reached out to update my address, I was not informed that my address was not updated in time for the June [redacted] shipment.  Here are the facts:The website states a ship date of June [redacted].There is no information on the website regarding when is the last date to make address changes.I changed my address May [redacted]. I was not informed that I was too late to make an address change, so I assumed my shipment would be going to my correct address.The company shipped it to my old address, where I no longer live, and therefore I did not receive the package. Elizabeth & Clarke did not update my address for the shipment and therefore I did not receive it. While there are circumstances beyond both of our control (the [redacted] did not forward my mail and delivered it), the problem began as soon as Elizabeth & Clarke mailed my package to the wrong address. Their solutions are not acceptable because it is impossible for me to now get the package, seeing as I live in [redacted] and the package was delivered to [redacted].I want a refund of my payment of $60.00 for the package, as this never would be an issue if 1) their website clearly stated when the last day to make address changes was, and 2) if the customer service agent would have informed me that it was, in fact, too late to make an address change.
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

To Whom It May Concern,Elizabeth & Clarke is a quarterly subscription service that offers the following subscription plans: 3 shirts for $120, 2 shirts for $100, and 1 shirt for $60. We pay our factory to begin manufacturing on the billing date each season, and we base our orders and payments to...

our vendors on aggregate customer orders on the bill date in a given season. One of the reasons we are able to produce high-quality shirts for only $40 - $60 is because we ask our customers to place pre-orders with us, and in exchange we offer up to 33% off the retail price of our shirts. Our full billing and delivery schedule is publicly available on our FAQ page, so subscribers know far in advance when we will bill their credit card, and so they have time before that to make any changes to their account.[redacted] purchased our 3 Shirt Subscription Plan on May **, 2014. [redacted] was presented with and agreed to our cancellation policy at point-of-purchase. This policy states:“If you cancel your subscription after we bill you for a given season, but before the shipping date of said season, you are not entitled to a refund. However, you may elect one (1) of the following two (2) options: (1) You may choose to receive your box for the current season, according to the normal delivery schedule, as your final box OR (2) you may elect to receive an Elizabeth & Clarke merchandise credit for the amount you paid via credit card for any billed, undelivered boxes. Merchandise credits do not expire, and you may use merchandise credits towards the purchase of any item at any time.”We charged [redacted] for the Winter Box on September **, 2017 as we do every year on this date for the Winter Collection, and as noted on our billing and delivery schedule that is publicly available on our FAQ page. [redacted] contacted Customer Service on September [redacted] at 8:50 a.m. and requested to cancel her account. Customer Service responded to her cancellation request on the following business day and cancelled her subscription on September [redacted] at 5:29 p.m. Please note that she requested to cancel her subscription on the day of the Winter Collection bill date, after she had been charged.Per our cancellation policy, we cannot issue a refund for a cancellation request made after the quarterly bill date. Having expressed disinterest in the Winter Collection, Customer Service cancelled [redacted]’s Winter Box and emailed her to inform her that we issued a full merchandise credit in the amount of $120 to her account on September 20th. If [redacted] wishes to redeem her credit, we are happy to accommodate this; she simply needs to let us know that she wishes to redeem her credit.We apologize for any inconvenience this issue may have caused [redacted], and we are more than happy to answer any further questions or concerns.

Unfortunately, due to the fact that the package in question was successfully delivered, we cannot provide a refund, exchange, or re-send the package unless it is returned to us. If, for example, [redacted]’s package was 'Undeliverable' to the address on file then the carrier would return it to our warehouse or we could contact the carrier to re-direct the package. However, in this case, someone at [redacted]’s address did accept the package. Thus, it is no longer in the postal system, and because of this, we are unable to file an insurance claim or re-direct the package. This case would fall under a ‘Stolen Package’ claim. According to our Terms & Conditions, we do not cover any lost or stolen packages after delivery.Someone at [redacted]’s previous address did accept this package and has it in his or her possession. So, we suggest contacting her previous building to recover it. We apologize for the inconvenience. We will be happy to provide [redacted] with a full refund, exchange, credit, or re-send the package once it is received back in our warehouse.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The company is talking around the point. The point is they mailed the package to the wrong address.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

On Nov ** at 11:37 am, we informed [redacted] that her order would be sent as two separate orders, and arrive in 5-7 business days.On Nov ** at 11:52 am, [redacted] requested that we send the tracking numbers to her.On Nov ** at 12:56 pm, a customer service representative informed [redacted] that once the tracking numbers were provided by the carrier, she would send them to [redacted] right away.On Dec * at 12:10 pm, according to [redacted] tracking number: [redacted], [redacted]'s first shipment arrived at the front desk or reception area of her address on file.On Dec * at 12:15 pm, according to [redacted] tracking number: [redacted], [redacted]'s second shipment arrived at the front desk or reception area of her address on file.Please let us know if you have any further questions or concerns.

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 me and the matter has been resolved.
Sincerely,
[redacted]

To Whom it May Concern, Elizabeth & Clarke is a quarterly subscription service that offers the following subscription plans: 3 shirts for $60, 2 shirts for $50, and 1 shirt for $30. One of the reasons we are able to produce high-quality shirts for only $20 - $30 is because we ask our customers...

to place pre-orders with us, and in exchange we offer up to 50% off the retail price of $40 on our shirts. Our full billing and delivery schedule is publicly available on our website, on our FAQ page, so subscribers know far in advance when we will bill their account, and have time before that to make any billing changes they would like before the bill date. Additionally, we offer free returns and exchanges within the United States.  In order to be eligible for a refund or exchange, it is our policy that all items: 1.     Must be sent back in their original packaging, including all plastic bags and outer packaging in which they arrived and, 2.     Must be unworn, undamaged, and in resalable condition. [redacted] was an Elizabeth & Clarke subscriber from September 2015 to March 2016. [redacted] contacted Customer Service on March **, 5:57pm and requested a return of her spring subscription order. She also requested to cancel her account. However, [redacted] requested to cancel her account after she had been billed for her summer subscription order. When this occurs, it is our policy to cancel the account as the subscriber wishes and provide merchandise credit for the outstanding order. Merchandise credits never expire and can be used towards any past, present, or future styles.  Following [redacted]’s return request on March **, 5:57pm, a Customer Service representative inquired if [redacted] had all original packaging for her return in order to proceed. She replied that she did, and a Customer Service representative sent her a prepaid return label on March **, 10:38am. We received her items in good condition on March [redacted] and processed a refund on March [redacted]. [redacted] decided to use her merchandise credit towards three styles on March **, 8:37am. Then, a Customer Service representative placed her order and redeemed her credit on March **, 9:16am. On April *, 8:00pm, [redacted] requested a return for refund of this second order because the styles did not fit. On April *, 5:06pm, a Customer Service representative sent [redacted] a prepaid return label. Unfortunately, in [redacted]’s case, two of the items she returned were received in damaged condition. When this occurs, it is our policy to offer the customer several options to resolve the issue: (1) return the damaged items back to the customer for a $10 damage fee, (2) discard the damaged items, or (3) if applicable, place an additional order for the requested exchange items. Please note, [redacted] was refunded $20 for one style that was returned without damages on April [redacted]. We apologize for any inconvenience this issue may have caused [redacted], and we are more than happy to answer any further questions or concerns.