ComplaintsforBeads by Tara Inc.

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The brand and company give false representations on their website for ordering jewelry. If you pay for insurance to cover your package and have protection, they will never honor the insurance you paid and give you an extremely hard time and make you regret ever purchasing from them. If a package happens to be stolen, they will make you do the impossible task of trying to prove it to them. The owner **** seems to be extremely dishonest and potentially committing insurance fraud by filing claims but then denying the customer their refund. I wouldnt do business with them. Theres so many brands out there that make it enjoyable to work with and leave a lasting positive impression.

  Business response

  08/05/2024

  Hello-

  The customers first interaction was emailing us to immediately request a refund once she realized her order did not arrive. Her order was post marked as delivered in mailbox by ***** so we informed her that in order to file an insurance claim, we would have to receive formal notice from **** that they misdelivered her mail. She refused to cooperate to obtain this formal notice, which we have received from every customer in the past who has had a package lost or misdelivered by ****.

  Per our Shipping and Insurance policy, we note that we offer replacements or refunds for packages that are lost in transit. Given insurance was purchased for the order in dispute, the package is in fact covered under our policy. Our policy states that we will provide a replacement OR refund, it is our decision on how to remedy this issue. With the proliferation of fraudulent claims of non-delivery for online merchants, it is our standard practice to provide a replacement in lieu of a refund, unless the customer is able to demonstrate the package was actually lost or misdelivered. We offered ********************** a replacement package - assuming the customer still wanted to receive her jewelry - and she denied this solution. Since the package was post-marked as delivered, and the customer refused to visit her local **** branch to obtain a missing mail claim from ***** we are at a loss for solution. We offered to replace the entirety of her package, but she has denied our accommodations.

   

  She filed a chargeback dispute with her payment processor Affirm. We provided our necessary documentation that I have attached in this response, and they denied her claim, under the basis that we have followed all guidelines of our Shipping and Insurance Policy that states we are able to provide a refund or replacement. We filed an insurance claim with Shipsurance, which they have not yet accepted, for a value of $200, in order to receive the appropriate funds to replace her package.

   

  From the first email interaction, the customer was set on receiving a refund on a package that was marked as delivered. She immediately refused a replacement and was not willing to cooperate, asking for a refund immediately instead. We followed all our protocol and have reason to allegedly believe ********************** is attempting to keep the package that was marked as delivered and threaten us with legal action for a refund as well. 

  Customer response

  08/06/2024

   
  Complaint: 22096486
  
  I am rejecting this response because I have asked for a refund on multiple occasions. The company is committing insurance fraud. I do not want to receive anything other than my money back for the full order $305.26 
  

  The owner is dishonest and refuses to accept that packages are stolen and continues to fight against this fact  

  Additionally filing a claim for $200 is also dishonest when the order was for $305.26 and $200 does not cover the value of the order 

  The owner seems on a mission to perpetuate drama and steal money from customers through manipulative and dishonest tactics including but not limited to advertising an insurance on their website that they dont have a relationship with anymore  

  **** cannot seem to accept facts or comprehend that a customer doesnt want to do business with a dishonest company and should not force themselves onto customers

  Their policy if you can even call it that states that packages that are lost or STOLEN can be reimbursed yet she continues to deny this fact. She seems to be an unreasonable person that doesnt operate with common sense  

  
  Sincerely,
  
  *****************************

  Business response

  08/06/2024

  To whom this may concern-

  On several occasions, we have provided the customer (**********************) a full replacement of her order - our insurance policy notes packages are protected in the case they are lost or stolen in transit (please see our defined policy attached). ************************** order was postmarked as delivered in mailbox, there is no way for us to prove that the client has not received her package. Attached is the client's first email correspondence, where she immediately requests a refund, without asking for a replacement package, or asking for additional help to locate her package.

  In regard to Ms. ********** claims regarding false advertisement of *************** coverage - Route has confirmed with us that the last claim with our website indeed was on July 16 - however, orders through the beginning of August were still apparent and filtered on our Route merchant dashboard - this led to confusion on our end regarding insurance coverage for many orders. It is in fact correct that ********************** was actually covered by our own insurance plan Navidium at the time of purchase (as is consistent with the insurance she added to her cart), rather than by Route. Thus, her order falls under our internal insurance jurisdiction, not under Route's, as is outlined in our Shipping Policy. Furthermore, against Ms. ********** claims, we did not advertise **************** coverage anywhere on our website/branding/shipping policy at the time Ms. ********** order was placed, and have not since we ceased use of their platform.
  
  To acknowledge Ms. ********** claims that the terms of insurance were fraudulent and misleading - at the time ********************** placed her order, there was no claim that Route was the insurance policy she was purchasing - it was clearly stated in her order invoice that BBT ****************** + Protection was purchased at the time of her order. As stated in the fine print on our policy, policy coverage includes a replacement or refund of the entire order in question. Her package has always been, and continues to be, covered by our insurance. However, it is, and has always been up to our jurisdiction to determine whether a refund or replacement would be processed, based on the facts presented. 
  
  While we were considering a full refund through our insurance provider (for the full amount of $305.26 minus the insurance premium), we were advised by the payment processor to move forward with a replacement of the package, due to the rise of alleged fraudulent chargeback mail claims they have received in recent months. Please see the attached correspondence from Affirm denying Ms. ********** chargeback claim and assigning her responsibility for the alleged delivery issue. Despite Ms. ********** insistence that she closed her dispute with ****** as a favor to us, we received confirmation that ****** reviewed the evidence and made a clear decision on the matter themselves, citing responsibility on the customer. As stated in my previous email, the only solution we will provide here forth is a full replacement of the items ordered, as is consistent with our Shipping and Insurance policy
  
  We asked ********************** to visit her local **** branch where she can open a mail investigation, as **** is able to geo-locate the location of their delivery trucks in accordance with the time they scanned ************************** package in, but ********************** refused. We have not had issues with previous customers cooperating with this request in order to issue a full refund. Given that ********************** has not made apparent attempts to visit her local **** branch to open an investigation per our request, we unfortunately cannot process a refund for lack of cooperation and evidence surrounding the lost package, and have instead, offered her a full replacement of her order, several times.
  
  Shipsurance has already been notified in writing of our intended use of funds should our pending claim be accepted. I have also informed them and outlined of our insurance policy, and confirmed that any funds received from the claim filed on behalf of ********************** will be directly used to process a replacement order for **********************, rather than a refund of the order. Shipsurance has not yet approved the claim - per their policy, claims may be submitted (as noted in their correspondence with **********************) before the 20 day waiting period, but will not be reviewed nor accepted until 20 days have passed. Per their platform, the claim will be reviewed on August 12, 2024, as already noted to **********************. Any aforementioned funds from approved claims will be used toward a replacement order.
  

  In order to resolve the matter in accordance with our store, shipping, and insurance and policy, we have kindly asked ********************** several times to provide a safe mailing address or P.O. Box address so that we can process a full replacement of her order, and will ensure signature confirmation is required, so that we may resolve this matter in accordance with our shipping policy. 

   

  Thank you!

  Customer response

  08/06/2024

   
  Complaint: 22096486
  
  I am rejecting this response because I am due a refund under the insurance I charged to cover my package in the event that a package is stolen. 
  

  I have asked the merchant how does one prove that a package is stolen and she hasnt provided a response. 
  

  What **** noted is again false, Route is ALL over their website and I have provided that intimation to her several times and you can go on the website right now and its ALL over the website. 
  

  Again, I ask to please stop pushing your product onto me. I do not want to do business with you. I have asked for you to refund me. 
  

  Additionally, this is maybe the 4th time I have noted very clearly that I have filed with **** and was not given any kind of receipt. 
  

  I dont understand why someone wants to continue to drag this out and not simply refund so we can all move on. 
  
  Sincerely,
  
  *****************************

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