ComplaintsforEmbroly
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Complaint Details
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Initial Complaint
05/14/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
The business used false advertising tactics and mislead customers that guaranteed arrival prior to a holiday and upon being confronted for a refund, consistently ignored concerns and request. They irresponsibly also were not transparent with customer and did not provide any invoice number or order confirmation. They only communicate via text and still do not provide order confirmation number. Shipping was not confirmed until customer followed up and inquired where shipping confirmation was.Business response
06/14/2024
I hope this message finds you well. We are writing to address the dispute raised by customer **************** regarding a purchase from Embroly Store, the reason for the dispute being a delay in delivery for his order. We appreciate the opportunity to provide evidence and clarify the situation with the following attachment files:
1. Customer Communication:
Before shipping the package, we maintained clear communication with the customer. We sent them a design proof, to which they responded positively, approving the design and confirming that the order was ready to proceed. At no point did they indicate that they did not make this purchase.
2. Shipping Document:
Before shipping the package, we maintained clear communication with the customer. We sent them a design proof, to which they responded positively, approving the design and confirming that the order was ready to proceed.
In an effort to resolve the dispute through communication, we received a cancellation complaint from the customer.
We have received agreement to refund the entire order value and retain shipping costs.
We take pride in completing our services with utmost professionalism, and it is disheartening to encounter situations where our integrity is questioned. We trust that, with the presented evidence, a fair decision will be made in our favor.
Should you require any further information or clarification, please do not hesitate to contact us. We appreciate your prompt attention to this matter and thank you for your understanding.Customer response
06/17/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution provided to me from the company was satisfactory - they provided a refund minus the shipping cost. I do not wholly agree with their details in their reply as no order confirmation was ever received other than a text from the company and even though no number was included. Hopefully they better this practice in the future and do not fail to keep customers uninformed of updates.
Sincerely,
****************
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This business is not BBB Accredited
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.