Xcel Wetsuits Hawaii

All of the information and dates that the complaintant stated are correctOur offices in Haleiwa were closed for the holidays from December 22- January 2, However our warehouse in Irvine, CA was open during this period and did receive the specified returned merchandise on 12/26/On 1/2/when our office in Haleiwa re opened we received the paperwork for the returned merchandise (in fact we had items to process for return)Our customer service rep input all items into our system by 1/5/and then requested from our accounting department to process refunds for of the itemsUnfortunately, they missed one item to process for refundWe were notified of the oversight on 2/5/and promptly refunded the customer on 2/6/Please feel free to call (808/695-4922) or email me with any further questionsMahalo

Hi ***,Here is a timeline and the correspondence of this particular caseAs you can see he ordered the wrong size then we replaced it with his requested new sizeAs you can see from his last correspondence on Nov 4, he again ordered the wrong size.We do owe him a response regarding his second wrong sized order and will do so todayWe do apologize that this last correspondence was missed but at this busy time of year it must have fallen through the cracksBut as you can see, this customer was not entirely ignored.Do you need anything else from us at this point?Mahalo and melt kalikimaka 10/- first email sent to info10/- RA#created requesting size exchange to ML10/- per tracking RA recieved at warehouse10/- 2nd email sent to info (same email he sent on 10/3)10/- we responded to customer email10/- RA emailed from Jack to do exchange order10/- exchange order entered for size ML10/- exchange order shipped10/- 3rd email sent to info10/- exchange order delivered11/- 4th email sent to infothe emails are attached, I've also added in red my comments to the document he sent to Revdex.com

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
Sincerely,
*** ***

All of the information and dates that the complaintant stated are correct. Our offices in Haleiwa were closed for the holidays from December 22- January 2, 2018. However our warehouse in Irvine, CA was open during this period and did receive the specified returned merchandise on 12/26/17. On...

1/2/18 when our office in Haleiwa re opened we received the paperwork for the returned merchandise (in fact we had 46 items to process for return). Our customer service rep input all 46 items into our system by 1/5/18 and then requested from our accounting department to process refunds for 45 of the items. Unfortunately, they missed one item to process for refund. We were notified of the oversight on 2/5/18 and promptly refunded the customer on 2/6/18. Please feel free to call (808/695-4922) or email me with any further questions. Mahalo.

Hi [redacted],Here is a timeline and the correspondence of this particular case. As you can see he ordered the wrong size then we replaced it with his requested new size. As you can see from his last correspondence on Nov 4, he again ordered the wrong size.We do owe him a response regarding his second...

wrong sized order and will do so today. We do apologize that this last correspondence was missed but at this busy time of year it must have fallen through the cracks. But as you can see, this customer was not entirely ignored.Do you need anything else from us at this point?Mahalo and melt kalikimaka 10/3 - first email sent to info10/4 - RA#802110 created requesting size exchange to ML10/5 - per tracking RA recieved at warehouse10/10 - 2nd email sent to info (same email he sent on 10/3)10/11 - we responded to customer email10/20 - RA emailed from Jack to do exchange order10/20 - exchange order entered for size ML10/23 - exchange order shipped10/24 - 3rd email sent to info10/24 - exchange order delivered11/14 - 4th email sent to infothe emails are attached, I've also added in red my comments to the document he sent to Revdex.com