Pure Romance

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 spoke with [redacted] at Pure Romance yesterday. I emailed her copies of Texts and recorded phone conversations that DIRECTLY oppose what they say in their response. The item WAS defective. It WAS returned to [redacted]. She stated in texts to me that she was sending a NEW/Replacement item in the mail. When it did not arrive, she then stated that it showed delivered even tho I hadn't received. Told me I would have to go to post office and file a report on lost item. She THEN texted me (complete with pictures of the package) that the item had actually been returned to her due to an incorrect address. I had texted her my correct address twice before she sent the replacement so I have no idea how she got it wrong, but she did. Then via a phone conversation with my mother (recorded) she said she did not wish to mail again as it would cost her so she agreed to hand deliver to my mothers house on 9/4/15. She then called my mother back 10 min later and said she would not be meeting with anyone to deliver the item per her attorneys advice?? So she has the defective item in her possession, declined to mail or hand deliver the replacement. As stated in original complaint, I now ONLY want a refund since trying to do a replacement has caused so much trouble. I can provide the Revdex.com with the Texts exchanged between myself and Ms [redacted] and the phone conversation recordings upon request. As an FYI....I was not the only customer that attended the sales party she held that received defective merchandise. Ive talked to 2 others who also bought non working merchandise at the same Pure Romance Party. This matter has not been resolved in any way.
Regards,
[redacted]

Hello,
 
The Consultant [redacted] is an Independent Business
owner who owns and operates her own business. This Consultant processed [redacted]’s
credit card in the amount of $53.50 and unfortunately did not supply [redacted]
with her product purchased. The Consultant is no longer...

an active Consultant with
Pure Romance. We spoke with [redacted] today and have shipped her items purchased
as well as supplied a refund to her credit card in the amount of $53.50. We
also have issued a coupon code to [redacted] for her inconvenience in this matter.
An email has been sent to [redacted] to include confirmation of her credit card refund as well as tracking information for her order.
 
Please feel free to contact me directly at 513.[redacted] or
email me at [redacted] should you have any additional questions.
 
Sincerely,
 
[redacted]
Customer Loyalty Team
[redacted]
[redacted]
 
 
Pure Romance, LLC
[redacted]
[redacted]
 
[redacted]  [redacted]

Hello,
 
I have been personally working with [redacted] since becoming aware of this situation on Friday. We've talked via phone and text on multiple occasions.  I've also been in touch with [redacted], the consultant.  Pure Romance is not able to provide a...

refund
since the money exchange was with the Consultant, however we offered to mail the product directly to [redacted], but she indicated she preferred a refund as that is what she was promised from [redacted].  I personally reached out and spoke with [redacted], who claimed she had processed the refund for Ms. [redacted] via Paypal on Wednesday September 30th.  I have a screenshot of this as well as the conversation letting Ms. [redacted] know this was done (see attached).  I last spoke to Ms. [redacted] yesterday morning, 10/20/15 when I asked her to follow-up with her bank or credit card company to see if the funds were received as it should not take more than 3-5 business days for the refund.  Ms. [redacted] advised me that she would do that and follow-up with me, but I have not heard from her since.  If for some reason the funds were not received [redacted] has agreed to work to resolve that by reissuing the credit if need be, but at this point we believe the refund was sent and received.
 
Please
feel free to contact me directly at 513.[redacted] or email [redacted]
should there be any additional questions or concerns.
 
Sincerely,
[redacted] Customer
Loyalty Team Manager

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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] Items sent from Mrs. [redacted] are not the items I ordered. I ordered a Body Spray and a anal lubricant. I received a Body Spray and a toy lubricant. Enclosed is a letter from Bank of America where it is stated that [redacted] has the money for the products that she has given to the someone else. She disputed the charges. (5/13/15) Called [redacted] at Pure Romance Corporate and received no answer. (5/13/15)

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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Date Sent: 9/16/2015 No Check/refund  received as of 9/16/15??  Instead I received a letter  (see attached) Threatening me with legal action if I contact the consultant in any way. When and how was refund to be delivered? Date Sent: 9/9/2015 8:42:34 AMRevdex.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 spoke with Jade Santa at Pure Romance yesterday. I emailed her copies of Texts and recorded phone conversations that DIRECTLY oppose what they say in their response. The item WAS defective. It WAS returned to [redacted]. She stated in texts to me that she was sending a NEW/Replacement item in the mail. When it did not arrive, she then stated that it showed delivered even tho I hadn't received. Told me I would have to go to post office and file a report on lost item. She THEN texted me (complete with pictures of the package) that the item had actually been returned to her due to an incorrect address. I had texted her my correct address twice before she sent the replacement so I have no idea how she got it wrong, but she did. Then via a phone conversation with my mother (recorded) she said she did not wish to mail again as it would cost her so she agreed to hand deliver to my mothers house on 9/4/15. She then called my mother back 10 min later and said she would not be meeting with anyone to deliver the item per her attorneys advice?? So she has the defective item in her possession, declined to mail or hand deliver the replacement. As stated in original complaint, I now ONLY want a refund since trying to do a replacement has caused so much trouble. I can provide the Revdex.com with the Texts exchanged between myself and Ms [redacted] and the phone conversation recordings upon request. As an FYI....I was not the only customer that attended the sales party she held that received defective merchandise. Ive talked to 2 others who also bought non working merchandise at the same Pure Romance Party. This matter has not been resolved in any way. Regards,[redacted]

Thank you for bringing this to our attention. We are sorry to hear about the unusual delay in the customer receiving her order from the Consultant. The Consultant is an independent business owner and does not work for Pure Romance, LLC. However, we truly value the customer and have contacted her...

to obtain more details in regards to her purchase. We agreed to send a replacement order out to her from our distribution center at no cost. The customer accepted our offer and stated she could not remember the exact details of her order and would call us back with the product descriptions. Once we hear back from her we will ship out the order.
Sincerely,
[redacted] Pure Romance, LLC
866.ROMANCE
[redacted]

Hello,
 
We apologize that [redacted] was not satisfied with Consultant
[redacted]. Our records indicate that [redacted] attended Consultant [redacted]’s
party on 6/26/15 and that [redacted] had sent an email to our Pure Romance Corporate
Office on 7/23/15 requesting a refund of $60.25....

Consultant [redacted] is an
Independent Business owner therefore owns and operates her own business. We
strictly ship product to the Consultants, all money transactions from customer
is strictly handled by the Consultant. Receipts
do state that all sales are final however it would be up to the Consultant if
she wished to refund [redacted]
did state she has her receipt from her 6/26/15 party. We show that Consultant
[redacted] sent an email to [redacted] on 8/5/15 stating that the order was
returned to her home as undeliverable however the order had been shipped by our
Customer Loyalty Rep and Consultant stated that all sales are final.
 
Since we are unable to complete a refund, Pure Romance
replaced the items for [redacted] at no cost on 7/26/15. We show that this order
was delivered on 7/29/15 and signed by Clay. Tracking number as follows: [redacted].
An email was also sent from our Customer Loyalty Rep [redacted] as well as a
$25 coupon code to use on our corporate website (www.pureromance.com). Our
website ships products within 2 business days. As for our Consultants, they
have 7-10 business days to get their customer’s their product. We take pride in
our business and take appropriate actions against the Consultant if this time
frame for product delivery is not met. We apologize that [redacted] had this experience,
we wanted to ensure she received the products she ordered and paid for, as well
as offer her a coupon code for items of her choice for the inconvenience and inappropriate
actions with her Consultant.
 
Should there be any additional questions, please feel free
to email me directly at 513.[redacted] or email [redacted]
 
 
Sincerely.
 
[redacted]
Customer Loyalty Team
[redacted]
 
 
Pure Romance, LLC
161 Commerce Blvd.
Loveland, OH 45140
 
[redacted]

To Whom It May Concern, We apologize for the experience that [redacted] has had with one of our Pure Romance Consultants. We were never able to obtain the Consultant’s full name from [redacted] however; our Consultants are independent business owners that own and operate their own business. With a full...

name, we would have been willing to reach out to the Consultant on [redacted]’s behalf. Here at the Corporate office we are willing to assist with many different options however when it comes to a refund, this needs to be done directly through the Consultant. In sense, we are the wholesaler which provide the products to the Consultant and all money exchange is done directly with the Consultant. The Corporate office keep no record of these sales.  Pure Romance offered to replace or exchange the items for [redacted] at the time of her original call on 2/23/17 and did a follow-up call on 2/27/17 offering the same solution. [redacted] has declined this offer and stated she would be taking a different avenue.  Please feel free to reach out to me directly with additional questions or concerns. I can be reached directly at ###-###-#### or email [redacted]  Sincerely, Glenda L[redacted]Customer Loyalty TeamP ###-###-####F ###-###-####  Pure Romance, LLC161 Commerce Blvd.Loveland, OH 45140 866-ROMANCE |  pureromance.com  hy here...

The Cashiers check was issued by [redacted] on 9/8/15, the cashiers check number is [redacted].  [redacted] Bank's phone number is ###-###-####. A copy of the letter that was previously received and acknowledged by Ms. [redacted] was also included with the cashiers check and it was sent via Certified Mail with tracking, the tracking number is [redacted]91. Per www.[redacted].com it was attempted to be delivered initially on 9/10/15, but the recipient was not home to sign for it or refused to do so.  The certified letter and cashiers check was finally delivered yesterday 9/17/15 @ 1:40pm.  I've attached a screenshot of the delivery confirmation.  We believe that Ms. [redacted] should be satisfied now that she has received the refund. If there are any further questions or concerns feel free to reach out to me directly via email or phone at [redacted]@pureromance.com or ###-###-####.Thank you,  [redacted]Customer Loyalty Manager

To Whom It May Concern,   Our Corporate office has reached out to [redacted] to address her concerns with her purchase from October. We stand by our products however realize that there may be a faulty product from time to time. We take pride in ensuring our customers are satisfied which is why we...

have assisted [redacted] and verified that her purchase will be delivered today, December 14, 2016. We have also made arrangements for her to contact us at 866-Romance should we be of assistance in the near future.   Please feel free to contact me directly at [redacted] or email [redacted] should you have any additional questions or concerns.     Sincerely,   Glenda L[redacted] Customer Loyalty Team P ###-###-#### F ###-###-####     Pure Romance, LLC 161 Commerce Blvd. Loveland, OH 45140   [redacted]

To Whom It May Concern, We have reached out to [redacted] regarding her recent experience with her consultant [redacted]. The consultant did also contact us directly making us aware of the communication between the two regarding the hostess credits. We did let [redacted] know that a kit purchase...

does not count towards the party sales as customer orders do. We have not received a response back from [redacted] but wanted to respond with information to this complaint that this was taken care of.  If you have any questions, please feel free to reach out to me directly via email or on  my direct line 513-[redacted].  Sincerely,  [redacted] Pure Romance, LLC161 Commerce BlvdLoveland, OH 45140 866-ROMANCE | pureromance.com

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.   
Yes, everything said is true.  But, how does that help my guests who attended my party.  Three of my guests have to monitor their credit card account to make sure they are not charged because they cancelled their orders.  Too much time had passed and they did not receive anything they ordered.  This is a huge inconvenience.  Another guest just told me that Darlene is not responding and that she would rather lose the money than have to call Pure Romance again (see attachment).How is it that Pure Romance is not able to help resolve this issue?  How can Darlene Ruiz sell Pure Romance products and not be held accountable for not delivering? Regards,
[redacted]

To Whom This May Concern,
I am sorry to hear about your unusual experience. I was unable to locate your prior contact with the Pure Romance Corporate Office in our system however I would love to assist you with a resolution. Pure Romance consultants are independent business owners that purchase...

products from us in bulk therefore I do not have access to individual purchases specific to a consumer. Please provide me with the name of the product that you have not received so that I can reach out to the Consultant for specific details. If you have a copy of your proof of purchase such as the sales receipt that would be helpful to submit as well. Once I receive the additional details from you I will gladly move forward to provide a resolution.
Sincerely, [redacted] Customer Loyalty Team
P [redacted] [redacted] Pure Romance, LLC [redacted] | pureromance.com

Hello,
 
Our records indicate that the order in question was sent to
the Consultant rather than the Customer. Once this was determined, our Corporate
Office shipped [redacted]’s order to her yesterday 9/15/2015 with the tracking number
as follows: [redacted]. For the...

inconvenience, we have also sent [redacted]
a $25 coupon code that can be redeemed on www.pureromance.com.
 
Please feel free to contact me directly should there be any additional
questions at 513.697.5990 or email [redacted]
 
Sincerely,
 
 
[redacted]
Customer Loyalty Team
[redacted]
[redacted]
 
 
Pure Romance, LLC
[redacted]
[redacted]
 
[redacted]  [redacted]

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[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 [redacted], and find that this resolution is satisfactory to me.  I will continue to contact you through the Revdex.com site instead of of contacting you directly though. Before I sent in the last response I left a message for the corresponding person of these emails and have yet to get a call back. The 2 products I initially placed a order for were the Basic Instinct and Pure Pleasure Silicone Lubricant. I received from [redacted] a body oil and a toy lubricant. Hopefully this will be the last email concerning this.
Regards,
[redacted]

To Whom It May Concern,
We’re sorry to hear about the customer’s experience with the Consultant [redacted]. It is important to understand the Consultants are independent business owners and therefore are not employees of Pure Romance, LLC. We do value to our customers and definitely frown...

upon negative experiences as it is not typical of a Pure Romance party. Upon receipt of the complaint we (Pure Romance, LLC) has agreed to send out the products directly to the customer from our fulfillment center at no cost. In addition, we will provide [redacted] with a gift code in the amount of $25.00 that she can redeem on our website for free products. The customer’s concerns will be addressed with the Consultant to ensure this doesn’t occur in the future.
Our office has spoken directly with the customer [redacted] on 2/11 in regards to this resolution however I am submitting this in writing to provide a resolution to the Revdex.com complaint.
Sincerely, [redacted] Customer Loyalty Team [redacted] Pure Romance, LLC [redacted]

After posting this complaint, I finally was contacted by the consultant and my product is on its way. Please withdraw this complaint.
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. 
Regards,
[redacted]

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]