Business ProfileforThree Bird Nest, LLC

Hi ****,

In going over your communication with ** and your order, I see that we accidentally sent you the top in Natural which instead of the top in ****** It appears as the packaging and fabric content from the vendor was mislabeled which can happen due to human error in receiving at the warehouse when we package them after inspection. We put the fabric information the brand provided us and have since updated the site to reflect Rayon when you alerted us. Thank you so much for letting us know. I see this was explained by both agents that you spoke to that day and apologized for letting you know we would be sure to fix it along with investigating it. We take this kind of error very seriously being a customer service driven boutique and again greatly apologize that this happened on your first order with us. We absolutely never change an order unless requested by the customer and individually reach out about any out of stock items before the orders ship to let you choose a replacement, a refund, or to wait for it to restock before your order ships. It's a strict policy of ours that we stand by as we only want to send you items that you love. I see that your order shipped on 2/5 and the top that you ordered in ***** sold out on 2/9 so it was not a matter of just filling the order with what we have in stock. We apologize for any misunderstandings with the human error that occurred as it was not intentional. It is however, very unfortunate and we have acknowledged this while attempting to make it right.

We do ask for photos since we save you the hassle of needing to send the top back to us after we have already caused one inconvenience. Along with this, being able to see the issue immediately as we did in the live chat helps us resolve it faster for you instead of it waiting for it to get back to the warehouse in ***** which can take days or even weeks due to recent weather events. Once we had the photos, I do see the agent offered you a replacement or a refund for the amount paid on the item after apologizing for our error. As you elected for a refund, that top was refunded in full quickly within the 20 mins from when you originally chatted in to us once we received the photos. Along with this, it was suggested to attempt to re-sell to a friend or online to perhaps make back some additional money on it since we were not asking for it to be sent back. We understand that is an additional potential hassle, however we do want to help however we can within our posted and agreed to policies.

After this situation was resolved, you did bring up wanting to return the tank top as you no longer wanted it. We did provide our return instructions and per our posted policies, we do not offer free returns due to disliking the item or fit. We hope as we grow it is something we can offer in the future, however we do not offer it at this time.

We have one-of-a-kind designed items from our label that we manufacture in ******* & ******. We also source from several brands on fun items we can't pass on that manufacture around the world. Under "Fabric & Care" in the product description, it will note if that item is made in ******* or ******. If it was made outside of North America it will be marked "Import". I do see this was marked Import under the Fabric & Care however we do promise all items and brands undergo the same quality procedures as our North American made items. 

Again, we do apologize for the situation and understand that you will not be returning due to it. Thank you for giving our small business a chance. Take Care.