Scarlet's Lounge

Review: Delivery issues and problems with more than one products. Communications were difficult and delayed often requiring multiple attempts.I order a number of items from Scarlet Lounge that was to take 6 weeks. In the end, delivery of the items took 12 weeks. When the shipment arrived, one item was damaged and another was not as described.I explained that due to the late shipping, and because these were critical pieces for upcoming performances, I had requested a solution that would take this into consideration. I also indicated there needs to be retribution for the shipping delays along with the product issues. After multiple emails, the solution of me keeping one of the pants and mending them for temporary use (they are not repairable due to the extensive fraying of the material) at an upcoming show was decided upon and I would wait for the new pair to arrive. When this occurred, I would send both the damaged pair and the pants not meeting the description back. After several weeks, I inquired about the product and shipping delayed when the merchant now claims that was not the agreement. Even so, she had not ordered the material for the product so resolution would be very much delayed. There was no reason why a replacement should have not already been prepared. This merchant has not shown due diligence in keeping track of this order, the subsequent problems that have occurred and providing a reasonable solution that includes delayed shipping issues. Her purposed resolution of waiting for the product to be sent to her and then the delay in receiving it back, even without the delays I experienced the first time, would result in this order taking longer than six months to be properly fulfilled. Not only will the product not be accessible to me during the busy season of performances but this is an outrageously long time to have any clothing order completed.Desired Settlement: I have indicated that the solution was to uphold the previous agreement or to refund the entire order at this point. Unfortunately, I bought matching pieces to the damaged pants that are not beneficial for me to have without them. I will not be able to match the material to these items and they need to be refunded. Also the moss pants which were not as described need to be refunded. Finally, compensation for the delayed shipment in the needs to be accounted for.

Business

Response:

Hello [redacted],

I received a notice in the mail in regards to an unsatisfied customer. Honestly, I did everything possible to complete this transaction fairly and to tie all loose ends. This includes sending a full refund to the customer and offering to have a new pair of pants custom made for her. The customer did not feel that she should need to send the defected pants back for an exchange or refund. I explained to the customer that I do require to receive the actual item returned back to me before I could issue a refund or an exchange. Customer refused and sent me several lengthy and unfriendly letters for nearly 2 weeks. I eventually went against my best judgement and sent a full refund without ever receiving the item back. I assumed the issue was finally settled until I received this notice. This is my side of the story.

Thank you,

Consumer

Response:

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. Several critical factors were not acknowledged in the response from the seller. For your reference, details of the offer I reviewed appear below.

It should be first noted that the order that was to take 6 weeks but arrived 12 weeks later. A significant delay. I understand there were some factors that influenced this on the seller's end, but when the product was ready to be shipped, sending it using faster shipping could have shortened this time. I tried to communicate with the seller regarding shipping delays and often received no response. No retribution was offered for the delay.

Communication with the seller took longer than necessary. I sent pictures of the damaged product the day that it arrived. The issue of the original delay, upcoming performances and the need to use the damaged pants in the meantime was discussed. It was very stressful because I had planned on having the order over a month earlier! Through email communication, it was understood that the product would be send after receiving the undamaged replacement. This would be sent back along with ANOTHER product that also needed to be corrected. After another long wait of five weeks I contacted the seller to inquire about the delay. The seller conveyed there was a miscommunication at that time. However, even if this was so, the material should have been ordered. I was informed that because this was not done and there would be an ADDITIONAL four week wait on top of the shipping time! I indicated that I would then like to return the products for refund.

It should be noted, along with the original delay and the problem with the pants, there was also another product problem. I ordered black laced pants and was send Moss colored ones. The seller was informed about this on several occasions. No solution was offered for this.

The seller provided a partial refund that did not incorporate the initial delay of the entire order, the problem of having pieces that no longer have matching pants, correcting the error of another pair of pants not meeting the description that was ordered and the cost of shipping.

In fairness, this manner has not been handled in a timely and professional manner. At this point, I have great reservation sending any products back without some form of financial retribution due to the unreliability I have experienced. On my end, I sent payment immediately and have tried to show patience with all the initial issues experienced. After waiting 20 weeks and still being unsuccessful with receiving my original order undamaged, I came to understand there was a lack of motivation on the seller's part to properly resolve this issue. I am requesting the seller demonstrate good faith in correcting the problem.

As I already stated in previous email communication with the seller months ago, I will accept several options: 1) a full refund for the Peacock products (pants, overskirt and halter) and the Moss pants and shipping costs of these. When she sends me the refund including the cost of return shipping, I am more than happy to send all these items back; 2) if this is too complex, I will also consider a full refund for the entire order and will send all of it back when a refund including the cost of return shipping has been received. The original solution was to receiving an undamaged pair of the Peacock pants. When I received the replacement I would then shipping the two problematic pants back expecting the shipment of the corrected Moss with black lace pants shortly thereafter. I can see only more problems resulting with this solution based on my experiences thus far and it is doubtful I would see any replacements provided without further problems. I am at a loss in dealing with this seller. It may be the only resolution is for me to serve as a warning to others in the belly dance community of the lack of consideration shown in shipping timeliness, product quality and communication.

Regards,