ComplaintsforThe Vault by Sacha Stewart

• Initial Complaint

  10/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a jacket that took longer to come to me due to them having the wrong shipping zip code. This was confirmed by the post office. I was told by email from a customer service rep oh sorry you need to call the post office. Why should I call the post office and I paid you over 200 dollars for you to put the wrong zip code. Another rep reached out by text that was more helpful but needed to find out where I should ship it back to because it came from new York and not Georgia. That took over three days and I get a email that says just send it back to Georgia. I have emailed over 4 times with no response because the Jacket was to small. I have confirmed receipt. After 8 days no response. I have been more than nice and had to pay 50 dollars to have it sent back. Give me the correct size jacket or my money back. Very unprofessional business. Let me not mention e-mail I received before saying what was all this for it's not that serious and etc.

  Business response

  11/16/2021

  Business Response /* (1000, 5, 2021/11/06) */ We are baffled why Ms ******** wrote this review (the same day) when we had spoke with her in total (over 20 exchanges in emails in total)and most importantly resolved this matter that same day. we are closed on the weekends and holidays there will be a delay until business hours resumes. we have the correct address for her and sent her a screenshot of the address she entered during her checkout. USPS confirmed to Ms ******** that "they" had the wrong zip code not us (they make mistakes). We have never ever stated such "not that serious" in any email, that would be very unprofessional and unbecoming of The Vault By Sacha Brand. Also Ms ******** never paid us $50 in shipping. we do not collect any shipping money,your preferred shipping carrier automatically gets paid upon checkout. If Ms ******** did indeed pay that amount, we are even more baffled why she would even pay her local usps store that amount of money,thats a ludicrous shipping amount from PA to GA and very expensive for one item. We do not have any business with usps nor have any control over their logistics or shipping mishaps, we only provide customers with shipping methods provided by shopify and our customers are free to choose their own preferred shipping carrier and choose their rates. we explained to her that we are a small business with a small staff and sometimes there will be small delays when there are high volumes of orders. Ms ******** is upset because of the wait time of the logistics of USPS and misplacing the blame. Ms ******** Received her item. As Always, Thank you for shopping with us ******** The Vault By Sacha

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