Replacements, Ltd.

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and I accept itI did review my bank account one more time and, for reasons unknown, the return was finally processed and showed up in my account This was not the case when the complaint was filed I suggest the business investigate the issue further with their banking system to determine the nature of this extreme and unexplained delay I accept the offer of a refund for the second mug and hope that the remaining items I purchased do not prove to be similarly defective when I begin to use them in the future I recommend they practice stricter quality control as of the mugs I have used were defective If the handle had broken when the mug was filled with boiling liquid, this could have resulted in injury- [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and I accept it.Hi thereI’ve finally heard from Replacements - they supplied me with a correct tracking number and the parcel has now arrivedSo am happy to close this complaintI won’t be ordering from them again though! Their communication is hopeless! Many thanks [redacted] **

Replacements, Ltdseeks to exceed its customers’ expectationsProviding the highest level of customer service is core to our missionWe apologize for the difficulties Ms*** has experienced with us, and we seek to make this right Upon receipt of the Revdex.com’s notice of this complaint, we
searched our email management system and did not locate any email sent to us by Ms*** concerning her problem order, and we did not locate any reply sent by a member of our teamSpeculating that we may have had an email deliverability issue between us, we called Ms*** on June 8, and left a messageNot hearing back, we emailed Ms*** the attached email on June 9, Not hearing back, we left another email on June 12, We have not heard back Because Ms*** ordered a Signature Sorrento set in red and apparently received instead a blue set, the mistake is oursWe regret it very muchWe will be glad to ship her the correct red pieces at our expense, send her a pre-paid return label so that she can return the blue set sent in error, refund her shipping, and offer her a Replacements, LtdGift Card in the amount of $ We would appreciate hearing from her and allowing us to designate a member of our team to finalize the arrangements for this resolutionAgain, we are very sorry for the error and the inconvenience

Thank you for this opportunity to respondPrior to receipt of this complaint, Replacements mailed a letter to Ms*** due to an email deliverability barrier arising out of her mail.ru domain The letter read as follows:
Replacements, Ltdseeks to exceed its customers’ expectationsProviding the highest level of customer service is core to our mission We understand that you have returned most of the orders you have placed with us, as you have said the merchandise you receive from us rarely meets your needsThis is unusual, as only a little more than two percent of our orders are returned by customersThe reason for most of your returns seems to be related to your specific need for colors to match the pictures of items on our website with absolute precisionAs noted in our terms and conditions, “pieces may reflect slight variations in backstamps, markings, colors, weight, or size, depending on manufacturers’ specifications, changes in molds, or the length of time in production.” We previously contacted you via telephone and explained that there may be slight variations in colors, depending on manufacturers’ specifications, changes in molds, or the length of time in productionIn the event these variations occur, they are normally so minor that the vast majority of our customers remain extremely satisfied As you know, we have previously accepted your returns and, as a courtesy, paid for the international return shipping for some of themWe also recently explained via telephone, as is our standard practice, that we are unable to pay for return shipping on any future returnsNevertheless, as an additional one time courtesy, we have accepted your most recent return in which you used an old prepaid FedEx return label that we had previously provided you for one of your previously returned orders We strive to provide all of our customers with the highest level of serviceRegrettably, it is not always possible for us to continue serving a customer whose ongoing needs we are unable to meetAs your need for exact color matching is unique, we recognize that we are unable to serve youFor this reason, we will be unable to accept future orders from youAny pending but unshipped orders will be refunded to your original form of payment If your needs change in the future or if I can be of any other assistance, please feel free to contact us As it states, we were compelled to send this letter upon realizing we could not reasonably meet this customer’s needs Our Satisfaction Guarantee, available online at http://www.replacements.com/info/termsconditions.htm, appears across our marketing and sales materials in print and electronicallyIt provides as follows: All Replacements, Ltdmerchandise (whether previously owned or new) is thoroughly inspected for product quality and is guaranteed to be in excellent condition for the age and availability of the pattern. All merchandise is guaranteed to be free of chips, cracks, and excessive wear. Pieces may reflect slight variations in backstamps, markings, colors, weight, or size, depending on manufacturers’ specifications, changes in molds, or the length of time in production. If you are not completely satisfied with the quality of any merchandise you receive, we will gladly refund your payment in full, less shipping and handling charges, for those pieces returned within days We understand that Ms***’s complaint arises out of an order she placed on November 3, in the amount of $As she makes clear in her complaint, she was satisfactorily credited for transit damage, but she decided to keep all non-damaged items despite stating that there was a color variation when comparing the physical item to images of the same item onlineWe further understand that Ms*** now seeks a refund for these other items she decided to keep, despite placing subsequent orders and days passing between delivery and the date she notified the Revdex.comWe do not believe her request, which falls far outside of our Satisfaction Guarantee, is appropriateAs no money is due her, we decline to do more for Ms*** than we have already doneAmong other things, we offered Ms*** a personal shopper and paid for return shipping as a courtesyWe regret the situation, but we have done what we can do Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this
resolution would be satisfactory to me. Company responded in a timely and apologetic manner via phone. They will be out to my residence this evening to complete the maintenanceThanks Revdex.com
Regards,
*** ***

I am rejecting this response because: I have not had enough time to receive the check they said they will mail to resolve this matter It should be mailed today (Feb 16) and take a few days to get to me When I receive the check in the mail and it clears my bank, the matter will be resoled Until then, all I have is verbal commitment from Replacements.com

Initial Business Response /* (1000, 5, 2016/06/01) */
Replacements, Ltdseeks to exceed its buying or selling customers' expectationsProviding the highest level of customer service is core to our missionWe apologize for the difficulties Ms*** experienced with us
On April 26, 2016, Ms
*** placed an order with us for salad plates in the Basic White Round *** patternDue to our error, we inadvertently shipped an incorrect pattern to Ms***On or about May 4, Ms*** called to inform us of the errorWe acknowledged the error, apologized, and offered to ship the correct pattern and send a pre-paid return label so she could return the incorrect merchandiseMs*** accepted this offerWe also offered to have the replacement merchandise expedited at our expense, but she declined this offer
On May 13, we shipped the correct pattern to Ms***She received the shipment on May 17, On that same day, she left a voice mail complaining of what she perceived to be a "knockoff" product that was shipped to herShortly after that, we returned Ms***'s phone call and explained that when certain products are manufactured for retailers like ***, over a period of years, there can be different production runs, and depending on when the item was manufactured, pieces may reflect slight variations in backstamps, markings, colors, weight, or size, depending on manufacturers' specifications, changes in molds, or the length of time in production
The invoice Ms*** received with her replacement item was different from invoices we use for orders, because replacement items and returns are processed using a special code in our computer system which generates a different type of invoice that allows us to most efficiently process the return
On our return call to Ms***, we also explained that we did not have any product in stock to fulfill her orderWe then fully refunded her entire order and allowed her to keep the items in her possession for freeWe informed her that we would call her when we have in stock the plates that more closely match her existing chinaShe told us that this resolution sounded fair
The checkout page on our website clearly indicates that "by completing your order, you agree to our terms & conditions." This text appears directly next to the "Complete Your Order" button, which Ms*** clicked to complete her orderWhen Ms*** clicked "Complete Your Order," she agreed to these termsOur Terms & Conditions state that "pieces may reflect slight variations in backstamps, markings, colors, weight, or size, depending on manufacturers' specifications, changes in molds, or the length of time in production."
Again, we apologize for the difficulties Ms*** experienced with us and believe we have satisfactorily resolved her issues

Initial Business Response /* (1000, 6, 2016/10/04) */
Replacements, Ltdseeks to exceed its buying or selling customers' expectationsProviding the highest level of customer service is core to our missionWe apologize for the difficulties this seller experienced with us
On August 17, 2016,
this seller was sent our standard Offer to Purchase after contacting Replacements, Ltdabout her interest in selling certain itemsThe Offer to Purchase sets forth the terms and conditions upon which Replacements, Ltdwould buy these itemsUpon tendering her shipment, this seller accepted these termsThe Offer to Purchase listed several pieces that this seller had expressed interest in selling to us, along with the offer priceThis seller did not indicate her items had any damage beyond only wear, so the prices quoted were for items in that condition
On September 15, Replacements, Ltdreceived a shipment from this seller containing several itemsUpon inspection by Replacements, Ltdstaff, we discovered that the Nativity Creche was in less than mint conditionUnfortunately, one of the Creche walls had been damaged and then repairedThe wall had noticeable yellow glue all over a crease in the woodBecause of the piece being in less than mint condition, we decided against buying that pieceHowever, we did offer to pay full price on her other pieces, which were in mint condition
We emailed this seller and explained we were unable to purchase the Nativity CrecheThis seller contacted us and explained she was not happy with this decisionWe followed up by calling her and providing a detailed explanationWe offered to return the item to her, at our expenseAfter further discussing the situation with her, we offered to pay her $for the piece, which we plan to attempt to sell "as is" in our retail store, at a discounted priceWe also agreed to reimburse her for the $in shipping she paid to send the piece to usShe agreed to accept the $plus $shipping reimbursement
As stated in the Offer to Purchase which this seller agreed to: "ABOUT PIECES IN LESS THAN MINT CONDITION, we pay full price for pieces received in MINT CONDITIONWe may at our discretion and with your permission purchase pieces at less than full price due to imperfections other than breakage, cracks, or chipsPricing is based on our supply and demand on that particular grade of that particular piece at the time of purchase."
The Offer to Purchase also states that "offered prices are for 'mint' condition pieces (items with no chips, cracks, fading, crazing (cracking of the finish), scratches, stains, or other signs of problematic wear)Price adjustments may be made for any merchandise Replacements, Ltdalone deems to be in less than mint conditionReplacements, Ltdis the sole judge of quality for each item." After that, the Offer to Purchase states that "any merchandise you ship or deliver to us is at your own risk, and there is no guarantee of purchase by Replacements, LtdYou, as seller, shall pay and are solely responsible for all shipping costs..."
For these reasons, we believe our policy and actions, as expressed in our Offer to Purchase, are appropriateAgain, we apologize for the difficulties this seller experienced with us

I personally apologize for this situation and I will resolve this issuecan the client call me at 745-to discuss further? thanks*** *** (owner)

I am rejecting this response because:
I checked the respond from the company. They said, that I would have a personal shopper, but never provided one.There were no explanation why my personal pattern were removed from my account either.One more time: for the Internet purchase no color improvement should be a must! Replacements photos even for the same pattern are different shades. If the customer have never seen the pattern in real life (my case) it's very difficult to decide which one is right one.I did everything possible from my side to avoid mistakes, making a purchase of small items for delivering of which I paid USD $80(!) before placing big orders! Didn't work! As for there payment for return shipment of defective and cracked items - it's a must for any retailer! I didn't pay  for the garbage items, I paid for no crack ones and stated it in writing in all my orders!There is no doubt: in my 17 years of experience of on-line shopping this is the worst one!  Kindest regards,[redacted]

Due to email concerns arising out of the Revdex.com’s phishing problem it previously made us aware of, we did not realize we had an actual notice of complaint until 10/3/2017. We apologize to the Revdex.com and the seller for this delay. We regret very much that this selling customer had a...

negative experience with Replacements, Ltd. Having looked into the situation, we are unclear about what else we might have done to avoid this concern. All customers who express an interest in selling items to Replacements, Ltd. are provided an Offer to Purchase that sets out the terms and conditions under which we will buy inventory from a seller. A copy of our standard form is attached. Among other things, we state that any pricing -- for mint condition pieces only in an appropriately identified pattern -- is valid only for 30 days from the offer’s date. This seller received an Offer to Purchase on 6/27/17 for the crystal pattern Bergen by Calvin Klein. This offer was initiated by the seller through her use of our automated Sell To Us webform on replacements.com. The offer expired on 7/27/17. Per our records, she shipped the package on 8/30/17 and the package was received on 9/6/17, over one month after the expiration date of the offer.   The customer shipped 8 goblets and 8 wine glasses; demand, calculated systemically based on our fluctuating piece-type supply and expressed retail customer demand for those piece types, had slowed and the buy-prices for both types were reduced accordingly. Had we received this seller’s shipment by 07/27/17, we would have honored that offer’s pricing for mint condition pieces.   Our damage claims process is also detailed on our Offer to Purchase. For the damaged items, we filed a claim with USPS per our Offer to Purchase’s terms and for the amount she expected: $80 in total. USPS pick-up is scheduled for 10/10/17. While she requested return mailing of damaged pieces, we understand that her claim would have been voided as a consequence. We have preserved and submitted her claim.   As she chose not to accept our pricing, we shipped her other items back to her on 9/22/17 by FedEx Home Ground (tracking number [redacted]), and we have confirmation of delivery.    We do not believe the selling customer is aware of the size of our business. We have over 10 million customers and offer our retail customers over 425,000 tableware patterns. We generate an average of 32,000 Offers to Purchase each month to potential individual sellers, and receive up to 70,000 items each week. We strive for those processes to be efficient and easy for the selling customer. We are very sorry that this customer was dissatisfied.

Thank you for making us aware of this concern. Per our payment card processor, [redacted], a refund in the amount of $15.99 (the price paid for 1 mug) was processed on 09/21/17 with the following reference number: [redacted]. The transaction status is...

"deposited." As for the second broken mug: although we have a 30 day return policy, we will refund the full amount of that item as well ($15.99) provided that we can first resolve the concern related to the 09/21/2017 refund. Please advise us if more action is needed on our part in order to help locate the refund, and, if not, that the first refund concern has been resolved.We regret that Ms. [redacted] had less than a delightful experience when dealing with Replacements. We stand behind our customer service and hope this resolution is acceptable to all parties.

Replacements, Ltd. seeks to exceed its buying or selling customers’ expectations. Providing the highest level of customer service is core to our mission. We apologize for the difficulties this customer experienced with us. We thoroughly reviewed this customer’s feedback. We have also contacted the...

customer and it is our understanding that the customer is now satisfied.

We regret that Ms. [redacted] experienced these concerns. We believe that we have resolved this concern, but if we are mistaken, please let us know as soon as possible. When Ms. [redacted] placed her order online on 03/18/18, she provided as her email address...

[redacted]; we sent confirmations to that email address. Later, we received from her a different address, [redacted]. We notice that with the Revdex.com, she uses the address [redacted].   When shipping to the UK, we use FedEx International Mail Service; we shipped Ms. [redacted]’s order on 03/21/18. On 03/26/18, we received and responded to her request to provide a tracking number. The number provided was actually a Parcel ID, which is the tracking number once the package has entered the country of destination (Royal Mail in this case). There is a gap of time between leaving the US and before being scanned into the country of destination in which we cannot learn the progress of a package. On 03/29/18, we provided Ms. [redacted] both the FedEx number (leaving the United States) and the Parcel ID (once in the UK) for tracking purposes. As of today, both tracking numbers show the package has arrived in the UK and is in route to South Norwood PDO. We regret the communication concern Ms. [redacted] experienced and are sorry not to have been able to provide her more timely information. Again, we believe this is resolved. Thank you.

We regret very much that this selling customer had a negative experience with Replacements, Ltd. We generate an average of 32,000 Offers to Purchase each month to potential individual sellers, and we receive up to 70,000 items each week. We strive for our processes to be efficient and...

easy for the selling customer. In investigating this concern, we realize a series of errors caused us to fall short with Mr. [redacted]. We sincerely apologize, and, if acceptable to Mr. [redacted] and the Revdex.com, we will issue payment in the amount of $202.50. Please confirm that this is acceptable. Thank you.

Initial Business Response /* (1000, 6, 2016/12/20) */
Replacements, Ltd. seeks to exceed its buying or selling customers' expectations. Providing the highest level of customer service is core to our mission. We apologize for the difficulties Mr. [redacted] experienced with us.
On November 27, 2016...

Mr. [redacted] placed an order for a BX1 a porcelain figurine. Due to our error, we inadvertently shipped him a BX5 porcelain figurine.
On December 3, 2016 Mr. [redacted] called and spoke with our customer service department. He let them know that he received a BX5 instead of the BX1 he ordered. The agent sent a pre-paid return label and informed him that we would ship the correct item to him right away.
On December 9, 2016 Mr. [redacted] called in again and reached the same customer service representative. This representative let him know there had been a mistake in shipping the correct item to him and it would be shipped out.
On December 13, 2016 Mr. [redacted] filed this complaint with the Revdex.com, which we received on December 14th. Upon receiving the complaint and reviewing the situation, we immediately express shipped the correct item to Mr. [redacted] and called him on the 15th to apologize while letting him know the shipment had gone out. We then contacted Mr. [redacted] on December 16, 2016 to apologize and confirm receipt of the correct item. Mr. [redacted] confirmed he had already received the correct item and was now satisfied.
Because of this oversight, we have also informed Mr. [redacted] that we have taken 20% off the cost of his order. We sincerely apologize for this error. We deeply value Mr. [redacted]'s business and are committed to providing him with the highest level of service simply because our customers deserve the very best. Unfortunately, we did not meet his--or our own--expectations in this transaction.
Initial Consumer Rebuttal /* (2000, 8, 2016/12/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Once the problem had reached management the problem was corrected, unfortunately it took the Revdex.com complaint to make this happen. I am happy with the final results.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I accept it for only one reason: I don't want t waste more time on going back and forth! Replacements didn't assigned to my account promised personal shopper "good with colors". I promise to go to every website open for customers to share my negative experience with them!

Initial Business Response /* (1000, 8, 2016/07/07) */
Replacements, Ltd. seeks to exceed its buying or selling customers' expectations. Providing the highest level of customer service is core to our mission. We apologize for the difficulties Ms. [redacted] experienced with us.
On June 12, 2016, Ms....

[redacted] was sent our standard Offer to Purchase after contacting Replacements, Ltd. about her interest in selling certain items. When requesting this Offer to Purchase she indicated that her items were in "excellent" condition. The Offer to Purchase listed several pieces that Mr. [redacted] had expressed interest in selling to us, along with the offer price. Ms. [redacted] did not indicate her items had any damage, so the prices quoted were for items in mint condition. The Offer to Purchase sets forth the terms and conditions upon which Replacements, Ltd. would buy these items. Upon tendering her shipment (referenced below), Ms. [redacted] accepted these terms.
On June 14, 2016, Ms. [redacted] was sent another Offer to Purchase after again contacting Replacements, Ltd. about her interest in selling additional items. As with the prior Offer to Purchase, that offer contained our standard terms and conditions. As with the prior offer, Ms. [redacted] did not indicate her items had any damage, so the prices quoted were for items in mint condition. Upon tendering her shipment (referenced below), Ms. [redacted], again, accepted our standard terms and conditions.
On June 16, 2016 Replacements, Ltd. received a shipment from Ms. [redacted] containing six cloth placemats. Upon inspection by Replacements, Ltd. staff, 5 of the placemats were stained. Because five of the six placemats were not items with only normal wear, we were not able to purchase them as such.
On June 20, 2016 we emailed Ms. [redacted] the results of our inspection. We offered to return the items to her, at our expense. She called us on June 22, 2016 and asked that we proceed with the transaction, approving our purchase of one of the placemats. On June 23, 2016 we issued payment of $11.00 for the single cloth placemat, which was not stained. We shipped the five placemats that we did not purchase back to Ms. [redacted], at our expense.
Also on June 20, 2016 we received a second shipment from Ms. [redacted]. Ms. [redacted] sent us a Strawberry Shape Jam/Jelly & Lid (JJSTR), a Salt Shaker (SALM3), and a Pepper Mill (PEPM) in [redacted]. The Salt Shaker was chipped, but as a courtesy, we paid her $4.80 for the item anyway. We also paid her $24.00 for the Jam/Jelly and $3.00 for the Pepper Mill, for a total of $31.80, more than the $30.00 on her Offer to Purchase. These payments were only made after we first emailed Ms. [redacted], on June 23, 2016, the results of our inspection and she agreed to the sale on June 24, 2016. We issued payment on June 27, 2016 for this shipment.
As stated in the Offers to Purchase, which Ms. [redacted] agreed to, "ABOUT PIECES IN LESS THAN MINT CONDITION, we pay full price for pieces received in MINT CONDITION. We may at our discretion and with your permission purchase pieces at less than full price due to imperfections other than breakage, cracks, or chips. Pricing is based on our supply and demand on that particular grade of that particular piece at the time of purchase."
The Office to Purchase also states that offered "prices are for 'mint' condition pieces (items with no chips, cracks, fading, crazing (cracking of the finish), scratches, stains, or other signs of problematic wear). Price adjustments may be made for any merchandise Replacements, Ltd. alone deems to be in less than mint condition. Replacements, Ltd. is the sole judge of quality for each item." After that, the Offer to Purchase states that "any merchandise you ship or deliver to us is at your own risk, and there is no guarantee of purchase by Replacements, Ltd. You, as seller, shall pay and are solely responsible for all shipping costs..."
Our buy pricing changes frequently, and is based primarily on our internal supply compared to our customers' demand. Customers decide whether they are willing to sell items to us based on the prices. For these reasons, we believe our policy and actions, as expressed in our Offer to Purchase, is appropriate. Again, we apologize for the difficulties Ms. [redacted] experienced with us.
Initial Consumer Rebuttal /* (3000, 10, 2016/07/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not received the placemats. I would have received them by now if they had shipped.
Final Business Response /* (4000, 12, 2016/07/15) */
We are showing that the placemats were delivered to Ms. [redacted] on July 9, 2016 by the U.S. Postal Service via FedEx Smartpost. This delivery was made one day after Ms. [redacted] provided her additional information to the Revdex.com. Again, we apologize for the difficulties Ms. [redacted] experienced with us. We believe this adequately resolves Ms. [redacted]'s complaint.
Final Consumer Response /* (2000, 14, 2016/07/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, I did receive 5 placemats the next day, but they are not mine. They are thin and have stickers on them, not mine at all. Nevertheless, I accept the resolution.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I accept it.

Initial Business Response /* (1000, 5, 2015/11/24) */
Replacements, Ltd. strives to exceed its buying and selling customers' expectations. We regret it when any customer is dissatisfied.
We have carefully looked into Ms. [redacted]'s concerns. In response to our Offer to Purchase detailing all of...

the Terms and Conditions applicable to any purchase by Replacements, Ltd. of Ms. [redacted]'s tableware, Ms. [redacted] provided two (2) items which Replacements, Ltd. declined to buy, a right reserved in the governing Terms and Conditions. At its cost, Replacements, Ltd. returned to Ms. [redacted] both items an Oval Vegetable Bowl (9 inches in size) and an Oval Serving Platter (11 inches in size) in the Franklinware pattern referred to as FLW2. Ms. [redacted]'s complaint indicates a belief that her Franklinware FLW2 bowl and platter were swapped out for a more worn bowl and platter in the same pattern. Our inventory control records reveal that this is an impossibility: we have never had in our inventory a Franklinware FLW2 9-inch oval vegetable bowl, and we last sold a Franklinware FLW2 11-inch oval serving platter on September 12, 2006, thus not having had such an item in our inventory in more than nine (9) years.
We are sorry for any confusion, but it is our good faith understanding that the mistake is not ours.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
These are not the dishes that I sent in.I feel this company is being less than honest.
Complaint Response Date bumped because: Holiday