Caleres

The customer in this case is upset because they wanted to cancel an order after it had already processedWe only have 10-minutes in which we can do this, which includes changing the shipping methodThe reason for wanting this was because our shipping timeframe for Christmas was not on the websiteThis is because we only guaranteed delivery by Christmas if the order was placed by 12/(this order was placed on 12/and we were contacted on 12/20)Regular shipping time frames are posted in our FAQ sectionTracking is usually available in 2-days, and before that, we do not have an exact date for shippingIn this particular case, the shoes shipped later on the 20th and were actually delivered the next day (December 21)If the customer does want a refund, she is welcome to return the shoes to a store or by mail for a full credit

Our records show the customer had a paper merchandise credit of $for Factory Brand ShoesWe no longer have these stores and can only offer a gift card for the same amountFor the trouble, we are offering $insteadWe can mail the gift cardPlease have the customer email (including reference number [redacted] ) or call [redacted] to confirm their mailing addressOur hours of operation are Monday 8:AM - 8:PM CT, Tues-Friday 8:AM - 7:PM CT and Saturday-Sunday 10:AM - 5:PM CT

After further research we see the customer called our Corporate office on 12/regarding all refunds made at our store in Paramus, NJOur records show a credit of $111.99, $and $were done at the storeWe advised the customer the refunds process independently and that the time frame is typically 2-business days to show up on their accountOnce our company has processed the refund, it will be up to [redacted] and their financial institution to post back to their accountThe customer will want to refer to [redacted] and their credit-card-company for specific time framesRegarding the service we received, we did forward the issue to our District Store Manager to address internally as we never want our customers to be advised of the incorrect information nor treated with disrespect

The customer has not previously contacted us about this matterWe do have a policy for defective returns, so we have emailed the customer instructions for how to return the shoes for a refund, as well as a prepaid return labelOnce the shoes are inspected, we will determine the refund amount and compensate the customer

When the check was requested, there was a typo in the addressThis was our error, and might have delayed the check furtherHowever, international check processing is unfortunately a lengthy process, and we ask that the customer continue to await the check for a couple of weeksA member of our specialized team will be reaching back out to the customer within the next few days

This customer's order was cancelled due to insufficient inventoryThis could mean that the item was out of stock, or that the items we had left in stock were not fit to send to a customer (mis-matched, damaged, etc)We do not have the exact reason, as it is determined by warehouse personnelThe correct timeline in this case is that a check was requested on 3/24, and from this date, it can be expected to be received via mail in 2-weeksWe apologize if we mislead the customer in this timeline, as it seemed to be moving quicker initiallyApril would be the absolute latest date a check would be received, but it could be sooner than that

The customer placed an order with us that could not be fulfilled due to insufficient inventory. This cancellation was done on 3/21. The order was placed with a debit card, and per debit card policies, we are unable to issue a refund back to these types of cards. Therefore, we issued a check for... $25.97, which was mailed to the address we were provided. The check process takes no more than 2-3 weeks. According to our records, the check was printed on 3/24, and will likely be received by the customer this week or next.

The customer did in fact contact us in December regarding her wrong item, which we resolved, and our return policyThe customer was denied a return in-store due to The Retail Equation (TRE)TRE is the system we use to manage returnsWe keep record of customers who make frequent or large quantities of returns for our protection, and they will receive a warning before this happensOnce they are added to the restriction list and denied at the store, the customer will remain restricted for a limited amount of time (usually 1-months)We do give customers the option for their name to be reviewed, but they must call TRE directly (the number the customer is referring to in the review)This customer is likely off of this list now, but we do still have this third party return management company in place

There is no record of the customer contacting us regarding this issueCustomers using our Buy Online, Pick Up In Store option have calendar days to pick up the orderThis is stated on our website under "Help"-"Free In-Store Pickup"Customers taking advantage of this service also receive a "Don’t forget to pick up your order!" email the 3rd day after placing the orderThis serves as a first time reminder to pick up the orderCustomers are then sent a "Last chance to pick up your order!" email on the 6th day after placing the order, as well, and this serves as a final reminder to pick up the purchase from the selected storeOn the 7th day, the order is cancelled by the pick up location We have submitted a request for refund back to the customer's original form of paymentTypically, refunds are posted within 3-business days of the refund date; however, this depends on the financial institution and could take up to business days