ComplaintsforThe Shudio LLC

• Initial Complaint

  05/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I contacted The Shudio after ordering 2 silver rings and not receiving the package for a month. The company is in *******, where I live. The tracking number stated the package was delivered, but I had not gotten the package. A rep named **** messaged me to ask that I wait and contact my local post office to see if they were holding the package. I filed a lost mail claim with the post office. The result was me not being able to get any information on the package delivery because I could not provide sufficient information about the contents inside, which I obviously had never seen. I let **** from The Shudio know about my missing mail claim and she says she will file an insurance claim since the package is insured. I was required to pay for insured shipping. She said it could take **** days for the claim to be answered. After 3 weeks of not hearing from the rep, I emailed her to get an update. She said **** sent a letter denying the insurance claim because the status of the package was delivered. I told her again that I never received the package, even if it was marked delivered. When I ask **** for a refund, she kept repeating that she cannot "honor" a refund without an approved **** insurance claim. As a customer who has not received the items I've paid for, I believe it's within my rights to ask for a refund. I do not believe it should be my responsibility to further deal with **** when The Shudio is the sender and their package to me was insured. I have copies of my missing mail claim and my correspondence with ****, the rep from the company.

  Business response

  05/26/2022

  I advised the customer of seeking resolution directly at her local PO office as many times a package is being kept in their warehouse or the local post delivery person would know where they left the package. The customer says she was denied this based on her inability to provide details about the package. The tracking number shows that the package was shipped in a small flat rate box, and she also has the details of her purchase to use.

   

  I then initiated the claim via ****.com even though that is not technically our responsibility. The response I received from **** [I gave the customer the time frame I received when I lodged the claim, **** days but advised her that the actual processing time might be longer] stated that the package was delivered properly and the claim was denied. I relayed this information to the customer, stating that without a claim from **** we cannot process her refund since the package was marked as delivered.

   

  I also advised the customer to again speak to her local PO branch to determine what might have happened, but she has again replied that she was unable. I also have all the communication between us, and our refund policy states that the product must be returned with original tags and digital receipt within 7 business days. I would honor the refund if I the claim was approved via ****, but according to their records, the package was delivered properly.

   

  I also offering the customer a 50% refund even without receiving the approved claim from **** as a way to make amends, but the customer has refused that offer. I personally handmake the rings she purchased and if I offer a refund without receiving one from the ****, I am losing the entirety of the purchase amount, through no negligence on my part.

   

  I have continually strived to help the customer achieve reconciliation for this lost package, through little to no help on their part. I have also stated that I will continue to dispute the claim, but the customer is demanding a refund from a small business who is doing everything on their part to achieve a positive resolution.
  

  Customer response

  05/27/2022

   
  Complaint: 17256375
  
  

  I am rejecting this response because of the awful customer service and condescending communication with the owner, apparent in her message here on BBB. And for the sole fact that I have not received anything for the money I've paid to her. Why would I take a 50% off offer and give her more of my money? The offer excludes high shipping costs, which she requires her customers to pay even though insured shipping clearly does not solve missing mail issues. The delivery issue is not my fault either but she is not able to understand that as a customer, I am the one losing money in this scenario, not her.
  

  
  

  She continually insists that she has no power to refund customers as a small business owner, when I have purchased from and worked with many other local small business owners who were happy to resolve an issue like a missing item by either sending a replacement or offering a refund. She seems to think it's my responsibility to jump through hoops to obtain items I've already paid for, when she is the seller and sender of the package. The cost is less than $36. Is that an amount that will adversely affect the small business or does she just not want to take responsibility for being a business owner? What an awful way to run a business.
  

  
  

  Sincerely,
  

  Ly ******

  Business response

  06/06/2022

  This customer received a full refund, I am done dealing with this. 

  Customer response

  06/07/2022

   
  Complaint: 17256375
  
  The refund was NOT provided by the business Shudio, but via Paypal buyer protection, which I used to pay. If I had paid directly, I'm afraid I would not have been issued a refund. It's important for other consumers to know this.
  
  Sincerely,
  
  Ly ******

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