SOMA

Dear Madam?Sir, The address I have is as follows: Soma IncP.OBox San Francisco, CA USA Many regards, [redacted]

We were initially contacted on August 18th by the customer, who inquired about returning his product for a refundAs the customer had entered into a promotional agreement with a minimum commitment of months, which was detailed in both the advertisement and the order confirmation that was sent via email, this request was denied on September 2ndFollowing this, the client contacted us again and stated that the product had not been usedWe communicated to the customer on September 11th, stating we would be making an exception and that our distribution center would be sending a return label to them, then refunding the customer upon receiving the packageThe customer communicated to us on September 15th, letting us know they had not yet received the return label, which we then re-sent on September 19thThe package was received by our distribution center on September 27th, after which the client's subscription cancellation and full refund were submitted on September 28th, though the total amount paid by the client and refunded to the client was $ [redacted] (the product itself was free + the $ [redacted] cost of shipping) rather than the $ [redacted] amount disputed in the customer's complaint

Complaint: [redacted] I am rejecting this response because: It has not explained why a person has to wait days with NO explanation of what is going on, and have his messages constantly ignored I only received any RMA information after also posting on your social media accounts ( [redacted] )I also received the RMA information from a strange email address (not from Soma) with no explanation from any customer representative that I'd be receiving it, so I deleted itThe first RMA information told me to send the package back to the address given, made no mention of a prepaid return label, and the prepaid label didn't arrive until the next dayOnly hours after the label was received did I get any explanation from Soma that I shouldn't delete those other emails, and that they were authorized by the company And still the customer service representative never acknowledged my multiple emails or that they were writing to me over a week later without addressing my multiple emails Not to mention that by the company's own admission, they did not address my initial request in my first email, request information on HOW to send an item backThey ignored that and asked me WHY Sincerely, [redacted]

While the customer experienced delays in communication due to an influx of support emails surrounding the holidays and a limited edition product launch at the beginning of ***, we have honored the request the customer outlined in their initial complaint by providing a full refund of $ [redacted] once the customer's return package had been received on [redacted] ***, ***We extend our apologies for the delays in communication, but ultimately consider this matter to be resolved

The customer initially reached out to us on *** with claims that the previous filters she had received were not actually filtering her water and attributed this to be the cause of the bronchitis she had developedWe honored the customer's request for a refund of the filter that was still
within our 60-day return window, since it had shipped on *** ***, ***, but clarified we could not honor a refund for the previous filter shipment, which had shipped out on *** ***, ***We refute the customer's claims that our filters were responsible for her bronchitis, as our filters are tested and certified by the Water Quality Association (WQA) against NSF/ANSI Standard for the reduction of mercury and copper, and Standard for the reduction of chlorine taste and odor and zincTo achieve this WQA-certified designation, the candidate must pass comprehensive testing that includes both filtration and extraction, as well as agree to abide by the WQA Code of Ethics for the Water Quality Improvement IndustryWith those details noted, in this particular case we are happy to make an exception and process a refund of $*** for the cost of the filter that the customer had received in December

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

We were initially contacted on August 18th by the customer, who inquired about returning his product for a refund. As the customer had entered into a promotional agreement with a minimum commitment of 6 months, which was detailed in both the advertisement and the order confirmation that was sent via...

email, this request was denied on September 2nd. Following this, the client contacted us again and stated that the product had not been used. We communicated to the customer on September 11th, stating we would be making an exception and that our distribution center would be sending a return label to them, then refunding the customer upon receiving the package. The customer communicated to us on September 15th, letting us know they had not yet received the return label, which we then re-sent on September 19th. The package was received by our distribution center on September 27th, after which the client's subscription cancellation and full refund were submitted on September 28th, though the total amount paid by the client and refunded to the client was $[redacted] (the product itself was free + the $[redacted] cost of shipping) rather than the $[redacted] amount disputed in the customer's 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. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because: It has not explained why a person has to wait 9 days with NO explanation of what is going on, and have his messages constantly ignored.
I only received any RMA information after also posting on your social media accounts ([redacted]). I also received the RMA information from a strange email address (not from Soma) with no explanation from any customer representative that I'd be receiving it, so I deleted it. The first RMA information told me to send the package back to the address given, made no mention of a prepaid return label, and the prepaid label didn't arrive until the next day. Only 5 hours after the label was received did I get any explanation from Soma that I shouldn't delete those other emails, and that they were authorized by the company. 
And still the customer service representative never acknowledged my multiple emails or that they were writing to me over a week later without addressing my multiple emails.
Not to mention that by the company's own admission, they did not address my initial request in my first email, request information on HOW to send an item back. They ignored that and asked me WHY.
Sincerely,[redacted]

Dear Madam?Sir,
The address I have is as follows:
Soma Inc. P.O. Box 77747 San Francisco, CA 94107 USA
Many regards,
[redacted]

While the customer experienced delays in communication due to an influx of support emails surrounding the holidays and a limited edition product launch at the beginning of [redacted], we have honored the request the customer outlined in their initial complaint by providing a full refund of $[redacted] once the customer's return package had been received on [redacted]. We extend our apologies for the delays in communication, but ultimately consider this matter to be resolved.

The customer originally reached out to us on [redacted], requesting information on how he could return his product. He received a response from a Customer Experience representative on [redacted], asking for more information on why he wished to make his return. The customer replied the same day...

and outlined his reasons for wanting to make the return. On [redacted], a representative began the return process, during which we must request a prepaid return label from our distribution center so that the customer does not have to pay out-of-pocket for the return. The return label was sent out to the customer on [redacted]. Once our distribution center confirms that the package has been received, we will process a full refund of $[redacted] to the card the customer used to place the transaction.

On [redacted] the customer enrolled in a limited time promotional offering in which the subscriber received free product if they agreed to sign up for a minimum of 6 months of our subscription service. The commitment was met on[redacted], but as the customer's subscription was not...

canceled at this time, the subscription remained active, resulting in another recurring shipment and subsequent charge on[redacted]. After the customer wrote in the same day to inquire about the charge and shipment, a customer service representative responded explaining the promotion and acknowledged that the customer had successfully canceled their subscription and would not be charged for any further shipments. As an apology for any confusion, we have refunded the customer's most recent charge and allowed them to keep the filter.