ComplaintsforSolangez Seven

• Initial Complaint

  10/30/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  9/20/23 $39.81 Order #**** Large Black dress ************ **************** Was customer service rep.I returned the dress at the end of September. I have reached out several times through email and they have not responded to my request of status on receiving my return and refund of my money. They had been responding up to that point through that exact email address. I had to pay shipping for the return, but said I would receive a refund for the actual item.

  Business response

  10/30/2023

  To: BBB of Metro Atlanta, ****** & NE *******

  *************************** notified us via email on 9/20/2023 stating that she "received the dress today and it is too small. I need to return it"

  -We responded to her email on 9/20/2023 (see copy below). The email included a copy of our Return Policy,  which clearly states that "If your return is accepted, well process your Store Credit immediately". As of today 10/30/2023, We have not received her returned package as of yet. Per our policy, our refund is in the form of a Store Credit not a monetary refund.

  -On 9/23/2023, we received an email from **************** stating "I still havent received any information about a return label for the dress I need to return.". We responded on the same date informing her of the following-"Please read the email sent to you on Sep 21, 2023, where Return Policy states that "Customer is responsible for shipping cost to return an item" as well as the rest of the requirements in our Return Policy."

  -On 9/25/2023, we received an email from **************** stating "Okay, I need to know the address to send it back to". We responded to her email on the same date providing her with our Returns address again.

  -On 10/14/2023, we received an email from **************** stating "I returned the dress a couple of weeks ago and have yet to receive a refund or confirmation that you received it. 
  -On 10/17/2023, we received another email from ************** stating "I would appreciate a response about the dress I returned and my refund of that dress"

  Unfortunately, **************** last two emails (10/14th & 10/17th) were accidently missed by our ************* Rep., who was inundated with emails when she returned from her vacation. However, we did send an email to **************** today 10/30/2023, in which we sincerely apologized for the two missed emails. We also informed her that we have not received her returned package as of yet. We requested her ************* ************** Tracking number, so we can track her returned package and immediately process her refund.

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  Hello ****************,
  
  I'm responding to your email below. I'm sorry that the dress you ordered turned out to be too small! I understand that you're requesting a return. You definitely also have the option to return and request a larger size.
  I have attached our Return Policy below, please carefully read all return requirements. If you meet ALL requirements, please mail the dress to: Solangez Seven/ PO Box 583/ ******** ** 30213.
  ----------------------------
  Refund policy
  We have a 7-days return policy, which means you have 7 days after receiving your item to request a return.
  
  Customer is responsible for shipping cost to return an item.
  
  To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. Youll also need the receipt or proof of purchase. Item will not be accepted if worn or damaged.
  
  To start a return, you must contact us at ******************************** within 48 hours to inform us of the item that will be sent back to us. If your return is accepted, well process your Store Credit immediately. Store Credit must be used within 30 days of receipt. Items sent back to us without first requesting a return will not be accepted.
  ___________________________________________________________________________________________
  
  
  Again, I'm sorry the dress is too small!
  
  Gisele C.
  ************* Representative
  ************
  ____________________________________________________________

  Customer response

  11/04/2023

  I do not and cannot find the tracking number for this item. It was returned through *** within the last week of September, that is all the information I have.

  Business response

  11/08/2023

  To: BBB of Metro Atlanta, ****** & NE *******

  11/8/2023- Due to the fact that **************** was unable to provide us with a tracking number to her returned package, we are unable to process her refund(Store Credit). However, as a gesture of goodwill we did offer her a $10 discount towards her next purchase in our store. We sent her an email informing her of our final decision (see copy below) today. This should cover her shipping expense.

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  Hello ****************,
  
  I hope this email finds you well. This is in response to your response below of 11/6/2023. We appreciate your prompt communication regarding the return of the dress. After careful consideration, we regret to inform you that we are unable to process a refund without the returned item.
  
  However, as a gesture of goodwill, we would like to offer you a $10 discount on your next purchase with us. We understand that situations may arise, and we want to ensure your continued satisfaction as our valued customer.
  
  Please feel free to use the discount code SARAH2023 during your next checkout to avail of the $10 reduction on your purchase. We hope this demonstrates our commitment to providing excellent customer service and we look forward to serving you again soon.
  
  If you have any further questions or concerns, please do not hesitate to reach out to us. Thank you for your understanding.
  
  
  Best regards,
  
  ****************
  Customer Care Representative
  
  ------------------------------------------------------------------------------------------
  Received 11/6/2023
  Additional Comments from Consumer:
  I do not and cannot find the tracking number for this item. It was returned through *** within the last week of September, that is all the information I have.

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