Jimmy Jazz

I would like to cancel my complaint on the Revdex.com with company "Jimmy Jazz" as they have offered to issue me a gift card,to resolve this complaintPlease advise how to close the complaint

Revdex.com:At this time, I have not been contacted by Jimmy Jazz regarding complaint ID ***.Sincerely,*** *** ***

I've reached out to the customer, leaving a messageI established from the Customer Service Representative's notes on the order that the customer wanted exchange the item purchased but our current online policy does not allow for exchanges:
(From our FAQs on Jimmy Jazz.com: HOW DO I
EXCHANGE A PRODUCT? "Because we are always receiving new inventory, we will be unable to process exchangesIf you’d like a different size, color, style or completely different product, please return (see return policy here) current item(s) for a refund, and place a new order online for other merchandise.") We understand the frustration but we receive a limited quantity and do not restock and this is the reason for this current policy
Ms*** has stated that she has since established an new bank account, this is not an issue as we can refund her new account once the merchandise is returned

When customers purchase online gift certificate we require additional information for security purposes. As a security measure we require items of verification. This is a fraud prevention measureWe do not store this informationOnce this order is verified and released, the email you
sent will be destroyed or deletedYou will not be asked to submit Items for Verification on any future orders using the same address and credit card that was used on this order

I actually called the customer twice...the first: I called and Ms*** hung up on me when I initially asked for herSecond: Upon calling back I got her voicemail and proceeded to leave a message.
At this point, I am not sure what the complaint is about, I had assumed there was some inconvenience due to our company policy not allowing for exchanges or returns to stores but this is noted on our website and I further explained why we are not able to accommodate that request in the first response...(From our FAQs on Jimmy Jazz.com: HOW DO I EXCHANGE A PRODUCT? "Because we are always receiving new inventory, we will be unable to process exchangesIf you’d like a different size, color, style or completely different product, please return (see return policy here) current item(s) for a refund, and place a new order online for other merchandise.")
The major factor of the complaint, I believed, was that the customer's previous account had since closed and she was concerned about how she would receive her refund, to which, I've stated that we would gladly refund her new account once the item is returned
I am not exactly sure what there is to reject as I've only informed the customer on how she can obtain her refund once she returns her item as our policy at this time does not allow for exchanges or returns to stores

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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meTheir customer service was excellent and I will continue to shop their

When customer's recieve a defective product as per the customer's request the item can be reshipped or customer can request for a refund. If the item is unavailable the customer would recieve a refund on the item. We're trying to refund the customer on his paypal account but he has
dispute a claim and we're unable to refund the customer. If Mr*** can remove his dispute we will gladly refund his order. Please have Mr*** contact us when said dispute has been released

To whom it may concern: I was able to briefly speak with *** *** and I am truly sorry for the confusionHe was suppose to have an item exchanged but instead was refundedWe are addressing the matter internally and the individuals responsible for the mix up will be spoken
to...*** ***, I am sorry for what happened, I would like to offer you 15% off your next order with us.Thank you,*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

To whom it may concern:
I am sorry that Mr*** was not happy with the amount of time it took to process his order for the gift certificatePer our FAQs regarding the time it takes to process an order
rgb(51, 51, 51); margin: 0px; padding: 0px 0px 4px background-">(I just placed an orderHow long before it will be shipped?
Our commitment is to ship product within 1-business days after receiving the order.....Some orders require additional verification and this may take more than - business days to ship the order.)
Unfortunately, Mr***'s order took longer because the information which was provided required further verificationHis order was being verified and was released on the 22nd at end of business day which made the certificate available the following business day
What is written regarding a certificate being available within is few hours is indeed correct but this is when billing information on the order for the certificate has been verified.
Please accept our apologizes

To whom it may concern:
I called and spoke with Mr*** and informed him that we refunded him for his original shipping, also for the shipping paid when he sent the item back and for the shipping charged when we reshipped the item, totaling: $I also offered the customer 10%
off his next Jimmy Jazz purchase with free shippingI gave him promo code LK(exp: 8/15) I informed the customer to call into Customer Service so that the shipping could be removed from his new order.
I also would like to note that we are conducting an investigation regarding how the call with Mr*** was handledAlthough it states in the customer's packing slip that sneakers should not be shipped in their "sneaker box" but an outer boxThis should have been reiterated to Mr*** on the call.
We, at no time want our Customers to feel that they are not valued, each customer is important to Jimmy Jazz/Man Alive! I would like to apologize again Mr*** that you received less than satisfactory service It is always our goal to provide our Customers with exceptional service and we strive, making improvements everyday to give our Customers the best shopping experience I hope I was able to help you

My sincerest apologies to youI looked over the email I sent and the number listed is indeed incorrectIt is: *** * *** I mistaken listed a at the end of the phone number. I will be available tomorrow from 10:am to 3:pm

To whom it may concern:I am sorry Ms*** that you had such a difficult time regarding customer serviceAt no time is it acceptable to disrespect a customer in any wayWe will look into what occurred and address it accordinglyIf there is indeed an error on the site we will investigate
and correct the error. I looked into your customer account an saw that you were sent a return shipping label on April 8th and again on April 10thI see that you utilized the firstI will see to it that you receive a refund for the shipping you originally paid for your order Again, I am sorry there was an issue with your order

To whom it may concern; I am sorry the customer's experience was not satisfactoryMs*** placed her order on May 28, and her order was cancelled within an appropriate time frame, on May 30, We process orders Monday through FridayAll orders placed on the weekend begin
processing on the next business dayProcessing can take up to 1-business days(Listed in our FAQs: I just placed an orderHow long before it will be shipped? Our commitment is to ship products within 1-business days after receiving the order……Some orders require additional verification and this may take more than - business days to ship the order.) Regarding the cancellation of the orderIt is my understanding, based upon the recorded information, that on Ms***’s first call she was informed by a customer service representative what a “pending hold” was and was also informed about the time frame in which it takes her bank to release the funds back into her accountWhen a customer places an order on our site there is a pending authorization/“pending hold” on the account but we do not charge the customer until the order has shippedThe amount of the “pending hold” has not been withdrawnIf an order is cancelled those funds become available in the customer’s accountThe time frame depends upon the bank(In Ms***’s case it was 3-business days)Ms*** called back about minutes after her first call, she was then informed after inquiring on why the order was cancelled that a customer service representative is not given details on why an order is cancelled if based on a discrepancy(Listed in our FAQs: We reserve the right to cancel orders which cannot be verifiedWe regret that, in some cases, these measures may result in an inconvenience to legitimate customers.) During this second call she requested to speak with a supervisor and was transferred, immediatelyIt is then noted that while she was on the line with our customer service supervisor (both Ms*** and our customer service supervisor were on hold), waiting for her bank representative, that she was also calling (on another phone) our corporate office as well as calling back our customer service centerShe became exasperated because she could not immediately get someone on the line from our corporate officeDuring all this her bank came back on the line after having us on hold for more than min to explain to Ms*** with the customer service supervisor on the line as well that the merchant (Jimmy Jazz) has NOT collected any money from her account and that it takes business days for the bank to make those funds available againThe supervisor again tried to explain what the bank representative had stated but she was still upsetWe made every attempt to explain what transpired during those phone calls but the customer was upsetWe also tried again to contact Ms*** on June 1, but we were unable to reach her and left her a voicemailWe are so very sorry that she had an unpleasant experienceWe value our customers and want their experience to always be pleasantWe tried many times to explain to Ms*** our procedures and her bank tried to explain as well. Thank you

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com: I appreciate you taking the time out to listen to your customers and resolving the matter at handThere is nothing worse than feeling unappreciated from a company you choose to do business withTo know that you are aware and are actively working on correcting your system as well as employees makes me very happyI hope to able to see the change moving forward as I attempt to do business with your company again Thank youI also appreciate the 20% off you've offered and look to use it soon.
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

To whom it may concern:I was able to speak with Ms***I am very sorry her experience was not satisfactoryI informed her that this matter was forwarded and the individuals in this matter will be reprimanded We are taking steps to improve our customer service and our customer
satisfactionI hope I was able to assist her in resolving this matterI am currently waiting to hear back from her. Thank you

[A default letter is provided here which indicates your
acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me

To whom it may concern: I am so very sorry that you had an unpleasant experienceWe never want our customer's experience to be upsetting and it was indeed a hassle and I am sorryWe understand that there are aspects of the shopping and return process that require attention and have taken steps to
improve our customer's experienceWe are currently upgrading our system which should alleviate these types of issues and I am reaching out to the manager of customer service to take the necessary steps have staff effectively trained in these types of issues.Again, I am very sorry this happenedI would like to off you 20% off your next order with us. Thank you

To whom it may concern:I've reached out to the store manager and I am awaiting a responseThey in turn will be reaching out to Ms***