Pure Romance

To Whom It May Concern, *** *** purchased a Pure Romance kit to become an independent Consultant on 10/07/which our records indicate was delivered on 10/11/After conducting many searches, our records indicate that *** contacted our Customer Service department via email on
11/07/requesting a refund for her kit Unfortunately, due to the nature of the products, all kits sales are nonrefundableThis is outlined in the Consultant Agreement that every individual must agree upon prior to purchasing a kit and becoming a ConsultantOur records indicate that *** agreed to the Consultant Agreement on 10/7/ All retail items in the kit received are able to be sold by *** for reimbursement of the kit costIf *** wishes to terminate her relationship with Pure Romance, she can request so in a certified letter and we can quickly document her account of this information and make the appropriate business changes Please feel free to reach out to me directly with any questions or concernsI can be reached at *** or *** Sincerely, *** *** Customer Loyalty Team * ***
* ***
Pure Romance, LLC *** *** ***
*** ** ***
*** * ***

We are sorry
to hear that Ms*** had a less than excellent experience with a Pure
Romance representative and/or product. At Pure Romance we take all customer
complaints very seriously and have thoroughly looked into the consultant in
question, *** *** and the situation with
customer *** ***.
We first
became aware of the complainant, *** *** on 8/24/when the consultant
*** called into our corporate office regarding an issue with a guest from
a party on 8/15/15, the guest was *** ***. The following was noted on
***'s consultant account from that call, "Consultant called in to notify
us about customer *** ***. She purchased the special function
bullet from her on 8/15/15. The customer notified her that the product
was defective. She had her ship it to her. As soon as she got it
she put batteries in and it came right on. She notified the customer that
it is working and that she will be sending it back. She did shipment
confirmation along with insuring the product. The customer is now stating
she never got it but per tracking it shows delivered. She tried to file a
claim but *** told her it had to be the customer to file a claim. They
suggested she do GPS tracker which her local PO did. It shows that the truck
was on her street at the time of delivery. She has left messages trying
to work with her by offering something else and working with her but the
customer is not responding but choosing to go on Facebook to bad mouth her and
Pure Romance stating that consultant sold her a defective product and is
sending her a defective product and she doesn't like Pure Romance."
The following was added to the account on 9/4/when *** followed up with the
corporate office regarding the situation, "Wants to let us know she is
still having issues with ***. I guess ***'s mom has now called *** and
filed a Revdex.com complaint against her, *** finally received back the
"missing" bullet shipment that was torn open and taped back shut with
writing on it that says return to senderThey have requested *** meet them
tonight at 8pm to give them another product*** feels uncomfortable going
there-advised if she does go not to go alone or she does have the ability to
issue a refund just notify the customer and let her know she will be issuing it
and she would be happy to find them another Consultant in the area they can
place an order with."
As of today
the following update was given, “She (***) sent cashier’s check
certified mail for the entire purchase amount $even though the product in
reference that she did receive twice was only $The first time it was
returned to her by the Customer, the second was hand written on return to
sender and the package had been ripped open and taped back shut when she
received it back*** contacted a lawyer about slander and threats being made
against herThey were slandering her, her business and Pure Romance on social
mediaWith the cashier’s check she did send a cease and desist notice that she
received from her lawyer that they are not to contact her any further or talk
about her business or anything any further including on social media or it
could lead to legal action against themShe does have all communication
threats from them still for her records."
*** is
being refunded. The cashier’s check was sent certified mail today and she
should receive it within a couple of business days. As stated above, the
refund given was for the entire order amount of $48.83, despite the fact that
only one item ($value) was defective. We believe this resolution will
be satisf* to Ms***. In addition, we at corporate would be more
than happy to speak to Ms*** and locate a different consultant from
the area if she is interested in working with someone else in the future
Thank you,
*** ***
Customer
Loyalty Team Manager

To whom it may concern, We have reached out to *** *** regarding her experience with her consultant ReneeThe consultant does run and operate her own business therefore any refunds would have to come directly from the consultantRenee did send the ordered product to ***
directly and provided tracking informationFor ***’s inconvenience, we offered her another item of her choosing from our website to order at her convenienceWe have rectified the situation on our end with *** and will follow up with the consultant regarding ***’s concerns with her partyIf you have any questions for me, please do not hesitate to reach out to me directly at *** Sincerely, Christen H***Customer Loyalty TeamP 866-766-2623F: (513) 672-9608 Pure Romance, LLCCommerce BlvdLoveland, OH 45140 866-ROMANCE | pureromance.com

Hello,
We reached out to *** and explained that the Consultant
*** *** is an Independent Business Owner and a refund would have to be
given directly through her if she wished to do soI reached out to Consultant
as well as ***At this time, the Consultant has
refused a refund since
*** has received her productI have spoken directly to *** and we have
come upon an arrangement that I have mailed to her today
Please feel free to contact me directly at *** or
email at *** should
you have any additional questions
Sincerely,
*** ***
Customer Loyalty Team
* ***
* ***
Pure Romance, LLC
*** *** ***
*** ** ***
*** * ***

***
We have reviewed your concerns and sincerely apologize for
the unusual delay in receiving your order from the Consultant *** ***. It is important to note that the
Consultants do operate their own business and are not employees of Pure
Romance, LLC. However, we do pride
ourselves in providing a high level of customer service and therefore want to
ensure there is a resolution to your concern.
It is our policy that products purchased from Consultants at
a party are individually mailed to each customer and not delivered to the
hostess to avoid concerns such as those you have addressed. I spoke with the Consultant *** and she
did inform me that your order was delivered directly to the hostess (***) of
the party. The Consultant states this is
an agreement the two of you made at the party.
The Consultant said that due to a lack of transportation you requested
her order be given to a friend by the name of Sage who would deliver the order
to you.
Since we are third party in this complaint and were not
present during the arrangement between you and the Consultant we will honor
your request and send you a coupon code in the amount of $that you can
redeem online at www.pureromance.com towards
products of your choice. I will email
the code to you directly via the email address listed in this complaint. In addition, the Consultant will attempt to
pick up your order from your friend Sage and mail them to you. You may keep both the coupon code from Pure
Romance, LLC as well as the products you purchased from the Consultant
Thank you for allowing us to provide a resolution for
you. In the future, please don’t
hesitate to contact our Customer Loyalty team at 866.*** if there is
anything we can assist you with
Sincerely,
***
*** ***
*** *** ***
* ***
* ***
*** *** ***
*** *** ***
*** ** ***
*** * ***

I was at a bridal show, and a representative from Pure Romance had a booth there They were offering "free" prizes with spinning a wheel So we spun the wheel and "won a prize." However there was really no prize unless you booked a party So we left it at that She then told us we should enter our names for their drawings which were to be held after the bridal show She texted me a few days later and told me I won a prize I thought that was cool, until she told me that I'd only get the prize if I booked a show
So twice we were told we won a prize, but really didn't
I really don't think this is a great way to sell your product or gain respect as a business personI will not post the consultant's name because I don't want to ruin her business, but this was really a sleazy way to try and get new customers

Pure Romance, LLC would be happy to send the customer the correct productThe customer may email me directly at *** to provide the name of the correct lubricantWe have two types and want to ensure we send the correct oneOnce I hear back from the customer, the item will ship directly from our fulfillment center at no cost

To Whom It May Concern, Our records indicate that *** contacted our Customer Service department on February 27, to file a formal complaint with our Satisfaction TeamOnce filed, we documented all information onto Consultants account and then took the appropriate actions necessary
against the ConsultantThese matters are not taken lightly We sent *** her item(s) plus a coupon code for her inconvenience to use on our public site for future purchases on March 1, We show that *** contacted us in reference to the remaining party guests not receiving their items on March 8, Our representative let *** know that all guests will need to contact us directly and we will assist each customer to the best of our abilityIn was also mentioned that some guests wished to receive refundsThis would need to done directly with the ConsultantPure Romance is the wholesaler and do not keep records of Consultants party information therefore if the refund from the Consultant was not given, we suggested that the guests dispute the charges with their bank Please feel free to reach out to me directly at ###-###-#### or email: *** with any additional questions Sincerely, Glenda LCustomer Loyalty Team P ###-###-#### F ###-###-#### Pure Romance, LLC Commerce BlvdLoveland, OH 866-ROMANCE | pureromance.com

[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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.I received the package this evening containing my missing items. There was not a miscommunication between myself, anyone attending the party and the consultant. This was due to the consultant's blatant disregard. We received the other 4-packages she sent us (instead of one) and these items were missing. She was very difficult to deal with and I'm sorry to say that I will never book another party or purchase anything or recommend this company to anyone - mostly due to the fact that you took the consultant's side instead of the customer's side. Why would I bicker about two products worth $when my entire order cost $275? I have better things to do with my time.Nonetheless, thanks for making this right
Regards,
*** ***

We are sorry to hear about the unusual delay *** experienced in receiving her orderAlthough the Consultant is an independent business owner we did reach out to her in regards to the customer’s order concernsThe Consultant *** informed us that she had originally shipped ***’s order
shortly after her party however since *** still has not received the order the Consultant agreed to reship another order to ***The Consultant states she communicated this resolution to *** and *** was in agreement with the resolution
I personally wanted to follow up with *** to confirm everything was okayI left her a voicemail message on 12/17/and sent the email below on 12/18/
From: *** *** Sent: Thursday, December 18, 2:PM
To: *** Subject: Pure Romance Order
Hi ***,
My name is *** and I am a Manager here at the Pure Romance Corporate OfficeI wanted to follow up with you in regards to your complaint filed with the Revdex.comThe Consultant *** informed us yesterday 12/that she had marked your order as shipped however since you did not receive it she would send another order right outShe mentioned that she spoke with you about this as wellI wanted to check in to make sure that everything has been resolved
If you have any questions, please feel free to contact me at *** or ***
Sincerely,
K** *** *** *** *** *** * *** * *** Pure Romance, LLC *** *** *** *** ** *** *** | pureromance.com
As of today 12/19/I have not heard back from ***I do hope that she has received her order and in the event she still needs assistance she may contact me at ***
Sincerely, *** *** *** *** *** *** * *** * *** *** *** *** *** *** *** *** ** *** *** * ***

Hello,
Pure Romance is not able to provide a refund since the money
exchange was with the Consultant *** ***We have reached out to Consultant
*** *** with ***’s request of a refund and the Consultant has honored
this requestWe have attempted to reach out to *** via
phone and have been
unsuccessfulToday, I have sent *** an email with documentation provided by
the Consultant of the refund
Please feel free to contact me directly at 513.*** or
email *** should
there be any additional questions or concerns
Sincerely,
*** ***
*** *** ***
* ***
* ***
Pure Romance, LLC
Commerce Blvd
Loveland, OH
866-ROMANCE | pureromance.com

[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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,
*** ***

---------- Forwarded message ----------
From: *** *** ***
*** *** *** ** *** ** *** **
*** *** *** *** *** *** * *** *** *** *** *** *** ***
*** ***
I do not have access to her
personal mailing addressShe has her Pure Romance address listed as *** *** *** ***, but her personal facebook says that she lives in *** ***I have a link to her personal business page and facebook page here
https://www.pureromance.com/***
***
I have different emails for her:
***
***
her phone number is *** but that's all the info I have on her as far as contact info, no personal home address I can also scan and email the receipt from the transaction in question
*** ***
***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Pure Romance continues to acknowledge their policy if delivery within 2wksJill was contacted wks after the party and only at that time did she notify us that products were on back order At that point she was already outside the time-frame provided on the website and she never even contacted us to notify us.I've been told my receipt states all sales are final but how is it legal for pure romance to have my money and provide me nothing in return7wks later and I still do not have any productsMe asking for my money back is not unreasonable The products were returned to senderI live in a condo and after Jill's first failure to send out my products in a timely mannerJenny says she sent them out to me No notification was sent to me and no tracking information per the delivery process was sent to me so I was not aware top pick up a package All I'm being told is it's up to Jill when Jill is the one who took my money and failed to deliver and now it's left up to her to provide me with quality customer service when she's already failed in that department Pure romance can continue to fold their arms and state it's not up to them but I know they can facilitate me in getting my refund Pure romance is not providing good customer service at this point
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 I received refund check as promised. Be advised that your consultant, [redacted], represents your company and conducts business in a highly unprofessional manner. I have all the documentation needed to show that she took a simple item return and turned it into a nightmare. She was unable to correctly address my return item, despite being given my correct address via texts multiple time, leading to it evidently being delivered to a random neighbor of mine and according to her, they opened the package, viewed the contents and then returned to Ms fuller. If that's true, then my privacy was violated in a major way because of her error and im still deciding if I should pursue legal action. The refund is handled, the violation of my privacy plus extreme harassment from Ms [redacted] has not been satisfactorily handled. My mother informed MS [redacted] that I had developed an extreme medical condition, was under Dr's care, battling high blood pressure  and that she was under no circumstances to contact me directly again. She then proceeded to continue calling me, harassing me and sending letters  threatening legal action against me over a simple retail transaction. I have documentation proving this.  I had a miscarriage last week brought on by high blood pressure that was stress induced. I would like to help future customers of your avoid similar issues by informing you of her actions and suggesting that she is a menace and  not be allowed to continue selling on behalf of your company. Regards, [redacted]

To Whom This May Concern,
We have reviewed the concerns by [redacted] and have addressed them with the Consultant as well. While they both have different accounts of what happened, we have determined that on 3/24 [redacted] filed for a chargeback in the amount of $51.36 which was approved by her bank on...

4/9. Please see the attached documents showing these transactions. In an attempt to remain in the customer’s good faith, the Consultant did mail the product to the customer on 5/6 (see also attached document with tracking details). This should therefore satisfy the customer’s request as she received both a refund as well as the product.
Sincerely,
[redacted]

Pure Romance, LLC
[redacted]

To Whom It May Concern,   We apologize for [redacted]’s experience. Our records indicate that [redacted] reached out to Pure Romance Corporate office on 4/4/2017. We reached out to the Consultant who assisted [redacted] with her party needs on 4/5/2017. Our job is to make sure we immediately contact the...

Consultant to allow the Consultant to appease their customer.   It appears after to reaching out to the Consultant that the items were mailed directly to [redacted] back in January. However, since the customer did not receive and due to the time frame, Pure Romance shipped the items directly from our warehouse on 4/7/2017. Order was processed this morning and will ship from our Ohio facility this evening. UPS Tracking number is as follows: [redacted]. This order will be trackable via UPS website starting later this evening.   Please feel free to contact me directly with any additional questions at [email protected] or ###-###-####.   Sincerely,   Glenda [redacted] Customer Loyalty Team P ###-###-#### F ###-###-####     Pure Romance, LLC 161 Commerce Blvd. Loveland, OH 45140   8**-ROMANCE |  pureromance.com

To Whom It May Concern,Our Party Satisfaction Team has been in contact with [redacted] and was able to ensure [redacted] receives her products in which she paid for. Our Corporate office is taking the appropriate actions against the Consultant that did not follow through with delivering [redacted] and...

other guests products. We apologize for any inconvenience this has caused [redacted]. Please feel free to reach out to me directly with any additional questions. I can be reached via email: [redacted] or my direct line ###-###-####. Sincerely, Glenda LCustomer Loyalty TeamP ###-###-####F ###-###-####  Pure Romance, LLC161 Commerce Blvd.Loveland, OH 45140 866-ROMANCE |  pureromance.com

Hello,
 
As requested, [redacted] has been in contact with [redacted]
in reference to her experience with Consultant [redacted]. [redacted] has also
worked to rectify the situation as well as referring [redacted] to a wonderful Consultant
to assist her with her future party needs. Pure...

Romance Corporate Office holds
all our Consultants accountable and takes the appropriate actions against our
Consultants should the proper rules and guidelines outlined in our Incentive Requirement
Guide be broken. [redacted]’s Consultant account has been placed on hold
until the proper actions are determined.
 
Please feel free to contact me directly should you have any
questions. I can be reached directly at 513.[redacted] or by email [redacted]
 
 
Sincerely,
 
[redacted]
Customer Loyalty Team
[redacted]
[redacted]
 
 
Pure Romance, LLC
[redacted]
[redacted]
 
[redacted]  [redacted]

To Whom It May Concern,   Judith B[redacted] is an independent business owner that owns and operates her own business. The lack of action she has taken with her customer [redacted] is unacceptable and inappropriate actions such as this will be handled here at Corporate to ensure this does not...

occur again.   I personally communicated with [redacted] via email and was able to verify her order. This order was submitted today and should arrive to [redacted] within the week. Follow up communication on this order will be emailed directly to [redacted].   Please feel free to contact me directly at [redacted] or my direct line [redacted] with any additional questions.   Sincerely,   Glenda L[redacted] Customer Loyalty Team P ###-###-#### F ###-###-####     Pure Romance, LLC 161 Commerce Blvd. Loveland, OH 45140   866-ROMANCE |  pureromance.com