Origami Owl

Good Afternoon [redacted]:Thank you for the additional information.  I have requested our Liaison to assist with providing you a Return Merchandise Authorization (RMA) label to your email address:  [redacted].  You will receive an automated email from [redacted] with your label.  Once received please follow the instructions provided on how to return your items.  Once sent please reach out to me so I may track your return.  Please note, during normal processes customers receive labels within 24-48 hour after the our request has been sent.  Due to the upcoming holidays, Origami Owl is closed as of 12/24/14 and will return 12/29/14.  I cannot guarantee you will receive a request by the end of today but I will follow up with you on the 30th to confirm receipt if I have yet to hear from you.  Can you please also provide with the SKU # and description of the correct item you originally wanted to purchase?Thank you for your assistance in resolving this matter. Have a blessed day!

Good Afternoon [redacted]:Thank you for your feedback.  As we have confirmed receipt of your order and free items, Origami Owl did fulfill our promotion for Cyber Monday event and your items were received prior to the Christmas holiday.  Again I do apologize for the delay in ordering.  We are aware we have had an abundance of orders during our holiday season and have attempted to fulfill all orders within the appropriate time frames.  I do apologize for any inconvenience or stress this may have caused.  During the holiday season, like most companies, we get a rush of requests and sometimes we have come across calls in queue.  Generally our wait times are quite short.  We hope this clarifies your concerns.  We truly appreciate your patience while we completed this process. We hope you have a blessed holiday weekend!

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I have not been able to settle the issue with Origami after emails and phone calls. I ordered the replacement Nov 20th and was told I would receive a notice once my items have shipped. Still nothing. I tried to call last weel but the number would not go through.Regards,[redacted]

Good Morning [redacted]:

Thank you for bringing this matter to our attention.  On behalf of Origami Owl, I would like to sincerely apologize for the recent experience with our company.  I can assure you we are working diligently to improve all aspect of our business.

I...

have reviewed the complaint and I am requesting additional clarification.  I do see order #[redacted] with [redacted] tracking #[redacted] was delivered on 11/20/13 at 3:06PM.  If you could please email me directly at [redacted] with the return tracking number for the package along with a picture of the receipt.  Once confirmed I will be able to request reimbursement for your order along with the shipping costs for your out of pocket costs to return the order.

Thank you for your assistance and patience in resolving this matter.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Ms. [redacted], The tracking number for the package that I paid to have shipped is: [redacted].  It is showing that it was delivered today.  I would appreciate the reimbursement for the $9.65 shipping as I paid to have the signature confirmation for peace of mind after the experience along with the $219.67 for the product.  Please follow up with me and let me know if you can automatically credit my bank card back or when the refund check will be mailed so I can expect it.  Please mail it to : [redacted]  [redacted]  [redacted]. Thanks. [redacted]

Customer Service Lead

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Good Morning [redacted]:

Thank you for bringing this to our attention.  On behalf of Origami Owl, I would like to sincerely apologize for the recent experience with our company.  I can assure you we are working diligently to improve all aspects of our business.

I...

have reviewed the complaint and I have requested a prepaid label sent to your email [redacted].  Please allow 24-48 hours to receive this label.  Please contact me directly at [redacted] once item has been shipped back to Origami Owl so I may track your information.  Once item shows as returned I will be able to request for a new order to be placed for your replacement chain and missing item.

Thank you for your assistance in resolving this matter.

Good Afternoon [redacted]:I do apologize for our delay in response as the original request accidentally got misplaced into one of our completed folders.  I have reviewed the second response provided and I am requesting additional clarification.  Due to the company wide system transfer, we are unable to confirm the original Return Tracking number provided for your return of inventory.  We are requesting clarification as to the reasoning for filing a claim with [redacted] as all items that were received by Origami Owl were returned directly back to you.  We appreciate your clarification regarding this concern.Have a blessed day!

Good Afternoon [redacted]:Thank you for bringing this concern to our attention.  On behalf of Origami Owl, I would like to sincerely empathize for the recent experience you are currently dealing with.  I would like to assist you with this matter in an efficient and...

timely manner.  I have reviewed the complaint and confirmed your order #[redacted].  We request our customers to please allow 7-10 business days for fulfillment on personalized inscription items.  I have confirmed we are currently still within the fulfillment time frame.  We apologize for the delay in response and appreciate your patience while we create your one of a kind item.Have a blessed day!Career & Guideline Support Team

[redacted].Origami Owl®Phone ###-###-#### | Fax ###-###-####CONFIDENTIALITY NOTE: The information contained in this email (which includes all attachments) is confidential information of Origami Owl, L.L.C, and intended only for the use of the addresses named above.  If you are not the intended recipient, you are hereby notified that any viewing, dissemination, distribution, or copying of this email is strictly prohibited.  If you have received this email inerror, please immediately contact the sender and delete the original message.

Good Afternoon [redacted]:Thank you for bringing this concern to our attention.  On behalf of Origami Owl, I would like to sincerely empathize for the recent experience you are currently dealing with.  I would like to assist you with this matter in an efficient and...

timely manner.  I have reviewed the complaint and I am requesting additional information.  Our IT Team is currently aware of our system limitations as Origami Owl is currently transferring to a new internal system.  If you could please contact me directly at [redacted] with your order number as well as the initial email sent to our Designer Care along with reply.  Once received we will be able to further look into this concern.  We appreciate your assistance and attention in resolving this concern.  Have a blessed day!Career & Guideline Support Team[redacted]Origami Owl®

Dear Revdex.com,
Please note that we have reached out to [redacted] on this matter and are awaiting her response to make sure all has been taken care of.  Thank you.
Best,

On Thursday May, 21st, an RMA (Return Merchandise Authorization) form was sent to [redacted] via email address [redacted].  Please see attached image for documentation.  [redacted] should be checking her spam folders just in case it was treated as spam.Thank you,[redacted]

Good Morning [redacted]:Thank you for bringing this concern to our attention. On behalf of Origami Owl, I would like to sincerely empathize for the recent experience you are currently dealing with.  I would like to assist you with this matter in an efficient and timely...

manner.  I have reviewed the complaint and confirmed the following information regarding Order #[redacted].  As the item contained a personalized inscription item, we request at least an additional 7-10 days for processing.  This notice is stated under the descriptions section of all our inscription items.  I have attached a copy of this example with this response.  I have confirmed your order is currently in transit shipped with [redacted] tracking #[redacted].  I have attached a screen shot of the tracking information for your convenience and records.  I do apologize you were unable to reach one of our customer service representatives during our time of higher influx of calls but appreciate your patience while we address this concern.  Please advise if there are any further issues upon receipt of your order.Thank you again for your assistance and patience.Have a blessed day!Career & Guideline Support Team[redacted]. Origami Owl®Phone ###-###-#### | Fax ###-###-####E-mail [redacted]Website [redacted]CONFIDENTIALITY NOTE: The information contained in this email (which includes all attachments) is confidential information of Origami Owl, L.L.C, and intended only for the use of the addresses named above.  If you are not the intended recipient, you are hereby notified that any viewing, dissemination, distribution, or copying of this email is strictly prohibited.  If you have received this email in error, please immediately contact the sender and delete the original message.

Good Morning [redacted],

 

Your complaint pertaining to the issues you are experiencing with defective product was sent to my attention for review. I tried to search our records for the items you purchased along with any issues reported to our Designer Care team, but have not been able...

to locate anything yet. While I do not know the circumstance surrounding the items (i.e., if they were damaged when you received them, or if the damage occurred after wearing them), I would like to point out that all of our jewelry is put together by skilled artisans who hand paint and place crystals one by one on each piece.

 

As with all products of said nature, there will be times when crystals fall out, or other small defects occur after inspection. This being said, I did want to reach out to you in order to receive some further insight so we can work together and resolve this unfortunate circumstance.

 

Can you kindly send me the following information:

1.       Name of Designer you made the purchase from

2.       When the item(s) were purchased

3.       List of items that are defective

4.       When you called our Designer Care

5.       Proof of payment

 

Once I receive this information, I will be able to work on rectifying this issue as expediently as possible.

 

Thank you,

 

Good Moring Ms. [redacted],

Your complaint was forwarded to my attention for review. I would like to begin by letting you know how sorry we were to read about the experience you and some of your friends had with one of our Independent Designers, [redacted]. While not knowing both...

sides of the story, I would like to assure you that we do not condone any type of unethical behavior from those who promote Origami Owl.  

I reviewed the notes in our system pertaining to your issue and saw a correspondence from [redacted] dated June 24th stating that she had sent you information on the refund for the order (see below for emails):

On Jun 24, 2014, at 4:28 PM, "[redacted]" <[redacted]> wrote:

Hello [redacted],

 

We here at the Nest are contacting you regarding to [redacted]. [redacted] advised us that she has been trying to contact you regarding not receiving her items. We here at the Nest value our Designers and Customers. We would love to assist you with resolving this issue. Please contact the customer at [redacted] work or home phone [redacted] within 48 hours to avoid further compliance actions, and the Nest as well to verify the issue with the customer has been taken care of. We look forward to hearing from you soon. Have a wonderful day.

From: [redacted] [mailto:[redacted]]

Sent: Tuesday, June 24, 2014 1:33 PM

To: [redacted]

Subject: Re: case number [redacted]

 

Hello I have sent her a refund I also have this information to her and also to another representative at the nest. The money has been taken out of my account so she has gotten her refund 

Here is the information I have sent to her and to the other rep at the nest. 

 

Note: Attached is the document submitted by [redacted] showing the refund which was made on June 15th.

The fact that you submitted a complaint on July 7th, is concerning to say the least. If this refund was not made to your credit card, please let me know so we can ensure that you receive your refund.

Thank you,

Good Afternoon Roseanne:Thank you for bringing this matter to our attention.  On behalf of Origami Owl, I would like to sincerely apologize for the recent experience with our company.  I can assure you we are working diligently to improve all aspects of our business.I have...

reviewed the complaint and found order #[redacted] was delivered on schedule.  As stated in our FAQs we request customers to be aware of our 1-2 day processing and fulfillment time.  Please see attached screen shot.  Per [redacted] tracking #[redacted] the order was delivered on 04/04/14 within fulfillment time.  As this was a gift for your friends birthday and did not arrive on the date we would like to offer a 10% discount on your next order.  If you would like to fulfill this request please contact the Compliance Team at [redacted] before you order so we may assist you further.Compliance Team

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I've been dealing with this issue since early December, it's an on-going problem with one of YOUR designers.  How dare you tell me I'm outside of the refund window.  Also, why in the hell would I EVER go back to this designer.  She screwed up not one, but 2 orders.  She represents your company by the way, but by the response I've received here I now see that she is a direct reflection of the company she works for.  How dare you pass the buck when she is the product of your obviously lacking customer loyalty?  You ought to be ashamed of yourself by this response.  Thank goodness someone on the Facebook end of this at least has the decency to keep customer service alive.  I will NEVER order from your company again, you can guarantee it.  If the founder of this company knew the way you mis-managed her business she'd fire you on the spot!  Ok, I must be going now, I think I hear Our Hearts Desire calling my name.Regards,[redacted]

Dear Revdex.com,
We reached out to [redacted] today regarding the matter complained of.  We provided her with instructions on how to properly return her order to Origami Owl, as well as requesting additional information in order to assist her further.  We look forward to her response. ...

Thank you.Sincerely,
Robert A[redacted]Origami Owl, LLC

Good Morning [redacted]:Thank you for bringing this concern to our attention.  On behalf of Origami Owl, I would like to sincerely empathize for the recent experience you are currently dealing with.  I would like to assist you with this matter in an efficient and...

timely manner.  I have reviewed the complaint and I am requesting additional information.  If you could please contact me directly at [redacted] with details of your concern.  If you could please provide me with your promotion codes received along with description and SKU #/codes of the items you wish to receive.  Once received, we will be able to further proceed with this concern.Thank you for your assistance in resolving this concern.Have a blessed day!Career & Guideline Support Team[redacted].Origami Owl®CONFIDENTIALITY NOTE: The information contained in this email (which includes all attachments) is confidential information of Origami Owl, L.L.C, and intended only for the use of the addresses named above.  If you are not the intended recipient, you are hereby notified that any viewing, dissemination, distribution, or copying of this email is strictly prohibited.  If you have received this email in error, please immediately contact the sender and delete the original message.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Good Morning [redacted]:

 

I do apologize on my delay in response as I no longer work on Mondays.  I have requested a check refund in the amount of $17.60 for the shipping charges that were not added to the refund of $211.72 that was issued to your card.  Please allow 7-10 days for process plus shipping time.