Chasing Fireflies

We sincerely apologize for the product issue on your order and for the conversations you had with our representatives. Your concerns should have been addressed right away and the correct item immediately sent out and we are so sorry to hear this is not what happened. We reviewed your account and...

found that the correct item you ordered has been shipped out and is expected to be delivered this Friday, 9/29/17. We again want to extend our deepest apologies for your experience.

I called customer and apologized for the stock issues. Due to system issue, stock was said to be in warehouse but when shipping product, it wasn't there. Tried to find alternate costumes for her but she already found alternate ones. we did a gift credit for a future purchase and I refunded $25.00...

back onto her original payment method as she had purchased treat bags specific to the costumes she ordered from us. She was thankful and very kind to me. All is resolved.

We sincerely apologize for the shipping confusion on your order and for the conversations you had with our representatives and can definitely help you with this. We researched your order and found a USPS tracking number #: [redacted]. It seems you were informed that this delivered to...

your address, but the post office is showing this as being delivered to your PO Box instead, on 10/20. Would you be willing to check with the post office once more, now that you have the tracking number and the update on your PO Box? Please let us know if they have this package in the PO Box or at the office and we can assist.

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. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because: It is not sincere. I also received a call on October 16 at 8pm at night! stating they had the costume and did I want to order it again. I would have to Pay again, the women stated! After all of the inconvenience missed time and effort they still wanted me to pay them full price for a costume. I still have not found my daughter a costume on top of it all. I feel their customer service was extremely poor and the issue was handled horribly. The only thing I got was a headache from them.Sincerely,[redacted]

The customer's issue was resolved this morning.  
It appears there was some confusion over the type of credit (gift certificate vs. refund) the customer was going to receive after her initial contact with customer service.  Because the return was requested...

outside of the 90-day return window the customer service department issued a gift certificate which could be applied to a future purchase vs. a straight refund.  After discussing the issue with the customer this morning the manager voided the gift certificate that was previously issued and processed a full credit which was applied to her credit card.

We sincerely apologize for the delay in shipping and for the conversations you had with our representatives. We completely understand your frustration with being told different shipping dates and were saddened to hear about the rude treatment you received, as that is not acceptable communication....

Our warehouse did fall behind in fulfilling orders and it created confusion for our representatives (and in turn, our customers) due to the way our current systems display order statuses. That is no excuse for the service you received as this should have been escalated and shipped out in time for your event right away. As soon as we saw this come through, we escalated your order to our customer service management team and they reached out to help you with this. They offered to refund all items on the order but a gift certificate was requested, so we issued a gift certificate in the amount you spent with us on the order instead. We want to again extend our deepest apologies for your experience and encourage you to please reach out anytime you have concerns or issues & we can escalate and help you.

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. Sincerely, [redacted]

We missed some opportunities to help this customer on first call resolution. The situations have been removed and agents coached. We have ensured the customers refunds have been processed and emailed the customer regarding this. We have also issued a gift credit for her. We apologized for all...

the issues that have occurred. We hope that she will give us another try.

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. I will be noting if that catalogs stop  on October 2017 as stated. If not, I will be following up. Thanks for your timely response.
Sincerely,
[redacted]

We sincerely apologize for the delay in shipping and completely understand your confusion and frustration with being told different shipping dates. We were saddened to hear about the conversations you had with our representatives and the lack of follow up with your return and extend our deepest...

apologies for this. We have mailed a check to you for the returned product in the amount of $55.99 as we are not able to refund your credit card at this time (check mailed out 2/13). We are in the process of migrating to a new website and new systems and will send you the confirmation of the $25 shipping refund as soon as we can. We again want to extend our sincere apologies for your experience and encourage you to please reach out anytime you have issues or concerns & we can escalate and help you.

We truly apologize for the delay in shipping out your exchange and for the frustration this caused. We researched your order and found the exchange shipment was sent out on 10/16/17 and is expected to arrive on Tuesday 10/24/17 by end of day: FedEx tracking # [redacted]. Our sincere...

apologies again for your experience.

Complaint: [redacted]I am rejecting this response because:They...

did not address the fact that I was told to keep the shoes since my daughters birthday was in 5 days and they couldn't re sell them once it is monogrammed! I said fine, and thanked them that at least she had something to open on her birthday! After second try they finally came spelled correctly! Then a month or so later,I was told if I didn't send them back ( even though I explained that is was their employee that said she should keep them and that she had been wearing them). They sent me a $25.00 gift certificate which I told them I did not want nor have I used. The fact that I had to tell my daughter she could no longer keep the shoes was absolutely absurd! I would have sent them back the first time since that usually is protocol but was told not to bother! Therefore I shouldn't have been treated like I was trying to steal them or something! Trust me I can afford to buy 100 pairs of those shoes! The manager who took care of this was extremely rude! Sincerely,[redacted]

The customer ordered 6 pairs of our luxe pjs. 5 shipped to the customer in Nov with one on back order. The vendor kept delaying the shipment and having production issues. We are unable to exchange these items because they are no longer avail. We have left a message for the customer that we refunded...

the customer in full for his order and to keep the pjs. Hopefully they can fix and re-use. The refund will appear on the cusotmers CC statement as two separate transactions. 39.20 for the shipping cost and 212.00 for the pj costs.

We made several mistakes with this order. The original order [redacted] never shipped and therefore her credit card not charged. I did confirm this with our bank system to ensure this was correct.  
If she is reviewing her bank information online, she will see a authorization for...

the order, but no withdraw was done or will be done as the order has been canceled.
 
We have placed a new order in our system, [redacted] as a replacement order, this is being sent to her at no charge. With all the issues you she had, it is the least we can do.
 
I have left a message for the customer regarding the above information and emailed her as well.
 
Heidi

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.
Sincerely,
[redacted]

We are so sorry the credit was issued incorrectly and that the representative was unhelpful in resolving this. We completely understand your confusion and extend our deepest apologies for the frustration this has caused. We saw your review come through and immediately escalated this to our customer...

service management team and they reached out to help you with this. They issued you a Gift Certificate in the amount of the original purchase to make things right. We again want to extend our sincere apologies for your experience and encourage you to please reach out anytime you have issues or concerns & we can escalate and help you.

Thank you for reaching out regarding the catalogs you are receiving to your address. We truly apologize for the complications you experienced in trying to get removed from our list and completely understand your frustration. We have removed your address from our mailing list and you will not receive...

future catalogs. Please note, we do print and mail these several months in advance, so you may receive a few more catalogs through the beginning of November, but you will not receive any after that. We extend our sincere apologies again for your experience and encourage you to please reach out if there's anything else we can assist with.

We truly apologize for the delay in shipping out your order and completely understand your frustration with being told different shipping dates. Our warehouse did fall behind in fulfilling orders and due to the way our current systems display order status, it created confusion for our...

representatives (and in turn, our customers). That is not acceptable and is no excuse for the service you received as this should have been escalated right away and shipped out in time for your event. As soon as we saw this we escalated your order to our customer service management team and they reached out to help you with your order. They refunded you for the item and sent it out via Next Day Air at no charge to you. We want to again extend our most sincere apologies for your experience and encourage you to please reach out anytime you have issues or concerns & we can escalate and help you.

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.
Sincerely,
[redacted]