Business ProfileforCrimson and Clover Studio, LLC

This company adds a $.99 insurance fee for your card order. When I deleted that $.99, they sneakily add it back in when you add in your card or payment information. I wrote to them immediately seeing this was added in after I paid and that somehow my apartment number was missing. They did not respond or correct. When I went through them again when package was sent back they denied adding in the insurance fee and told me I was no longer welcome to shop there and all of this was my error. I even sent screen shots to show them. Deceptive practices that should be investigated.

We offered to refund this customers package being returned to us (due to her own mistake) but she continued to argue with us for no reason.

Customer contacted us because her package was in transit back to us for having the incorrect address. She neglected to put her apartment number but accused us of not only randomly changing her address but adding insurance back to her cart. We took the opportunity to clarify that our company does not engage in such practices, and that our e-commerce platform, *******, does not automatically add insurance to orders.Any difficulty encountered in navigating our website could have been addressed by contacting our customer support team prior to completing the purchase. It is worth noting that *******, as the leading e-commerce platform globally, upholds the highest standards of integrity and service. ************** neglected to toggle the insurance off or double check her order and thats why it was still in her cart.In 8 years of business, we have never encountered anyone with this issue.

She never contacted us immediately to correct the address or the insurance. We did a search and there was nothing. When we asked her for the automated confirmation email sent to her she supposedly contacted us before,she could not produce one. We also asked her to record a video of the insurance being added back on and she could not produce that either.

Regardless of customers confusion, we told her multiple times we will refund her package once it gets back to us. But she continued to argue and threaten us with posting poor reviews online. 

Screenshot of convo:

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We have hundreds of 5-star reviews on **** and our own website and many loyal returning customers. The customer was refunded as requested as soon as her package was returned to us. Its unfortunate the customer has decided to go after a small minority-owned business a full three weeks after she got refunded due to her own mistakes.

Here is a link to screenshots of our conversation and a video showing the insurance being removed and working perfectly fine. People toggle off the insurance all the time with zero problem. Insurance is entirely optional and protects packages from porch pirates, theft, etc.

Video of insurance being removed from cart. 

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Hope this customer finds peace within and a business that works better for her.

*************************** This link above shows you all the proof I need to respond to Crimson and Clover Studios. This will show you that they did change their cart/ purchase process online by no longer adding the automatic insurance for $.99 and that I did immediately communicate to them. I hope this exchange makes them feel really good about themselves that they called me a liar over and over again knowing that they were in the wrong. BUT glad they changed their deceptive practice. Just sad, especially in this day and age when our options are endless and customer service and frankly shipping options are key factors. And I have to wonder if they are lying about this to one tiny customer and calling me a liar, what else do they lie about? hmmm.