L'Occitane en Provence

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]
L'Occitane:
While I understand that you want this to go away (and I will take the gift card and go away, as per my acceptance of the business's response) I still urge you to look into the original issue.  
My problem involved the denial of a promo code that was originally accepted in the system.  I see that on my desktop it asks me to sign in before payment choices are made.  I assume that once the customer signs in they will then be alerted to any promo codes that don't apply to their account.  My ipad order did not go this way, which is why I ended up surprised at a higher total.  My promo code involved a free soap, which then went back to $8 before I knew it.  If it no longer free that is fine, but I need a better chance to remove it, like my promo code was removed from me.   Please just review the process on a tablet to ensure that you believe it is in the best interest of the customer.  I trust that it will be done to the best of the company's ability and don't need to hear back about it.  
Also, please respond to customer emails.  I went to the company before I went to Revdex.com but didn't hear back.  Revdex.com is certainly an effective option but shouldn't always be necessary.

Review: There are two issues that I would like to resolved. On January **, 2016, I attempted to return two items that I purchased on 12/**/1, and exchange a gift that I had received for the holidays at the [redacted] store, and their system was down. I waited for almost an hour for the system to come back on; I left as I had an appointment scheduled and returned almost two hours later and the system was still down. They were therefore, unable to return or exchange my items. The following day, on 1/**/2016, I went to the Rockefeller store to return the items and as soon as notified the cashier (Vanessa) that I wished to return something, she immediately informed me that the store is not able to return or exchange anything, and they would not be able to do so for two weeks- that is unacceptable. On 1/**/16, I called the headquarters (###-###-####) to complaint about what had occurred and spoke to Patrizia. Patrizia offered to have [redacted] pick up the package from me and she would process the returns by crediting my account for the items I purchased and exchange the gift for a gift card. On 1/**/16 [redacted] picked up the package (tracking # [redacted]) and the package was delivered on 1/**/16. I never heard back from Patrizia or anyone from L'Occitane after my initial conversation with Patrizia. On 2/*/16, I called Patrizia to inquire about the returns; she took down my credit card number over the phone and said that she would manually process the credit for the items purchased; however, I would have to until after 2/**/16 for the return for the gift to be processed. It is now February **, 2016, my account has not been credited, I have not received the gift card for the gift I returned, nor have I heard anything from anyone at L'Occitane. It appears to me that L'Occitane has no intention to credit me for the items returned and that should not be allowed. Had I walked into a store and decided to walk out with unpaid items, I would be arrested.Desired Settlement: I would like L'Occitane to refund me for the items I purchased on 12/**/15 and provide me with a store credit for the gift that I returned. It should not take over a month after a store received returned goods to credit a customer.

Business

Response:

We contacted [redacted] upon receiving the return, it takes 4-6 weeks to process returns. she was refunded $111.28 for the Romantic Rose gift set. There are no further refunds due.

Consumer

Response:

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 package I sent to L'Occitane contained one ARO Revitaliz Body Scrub, one ARO Revitaliz Shower Gel as well as receipt number [redacted] dated 12/**/15 from Store/Reg [redacted]. The package also included the Rose gift set as well as the receipt for that gift. On the Rose gift set receipt, I wrote a note to Patrizia requesting a store credit for the returned gift and for my credit card to be credited for the ARO Revitaliz items. When I spoke to Patrizia on Feb [redacted], I explained to her that I had not heard back from anyone regarding the returned items. She took my credit card number and informed me that she would process the return for the ARO revitaliz items manually since they were purchased with my credit card. Patrizia additionally informed me that I would have to wait for one month from the date the company received the gift return for them to provide me with the store credit. I waited until today and still not a word from L'Occitane. There is no credit from L'Occitane to my credit card account. Let's not forget that the package I sent contained two distinct transactions with two separate receipts. In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely,[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We have spoken to [redacted] today and we resolved the matter, her return is now completed and she will receive store credit for the full amount she claimed

Review: 7/**/2015, I knew a good deal coupon of L'OCCITAN website: free shipping , free soap with any order .So I purchased a $3 small Shea Butter set to get those free stuff and shipment service. I received their confirmation email after payment(Order confirmation n° [redacted]). Ten days later I didn't get any delivery information from them. And the order had been cancelled in my account without any notice.So I sent them a email to ask. Their answer is the product is no longer in stock. Then I checked their website again and found both soap and set are still there. I sent them another email to complain that I feel it is a perfunctory answer to customers. I can accept they can't delivery these production if their US plant will never produce them again and there is no any more in US now. I required a honest answer and the truth. But their feedback was sorry and the money will be back in two days.

So the big company offered good deal to customers and cancelled without any notice since they think that is not good for company? If I didn't sent a email to ask , they would never tell me about the cancellation and refund my money back? How a famous company can run business like that?Desired Settlement: I need L'OCCITAN to delivery the order and products they have confirmed to me.

Consumer

Response:

Thanks for your action on my complaint. At this time, I have not been contacted by L'Occitane en Provence regarding complaint ID [redacted].Sincerely,[redacted]