Complaintsfor4mundo L.L.C

• Initial Complaint

  01/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order on November 23rd. It “coincidently” did not shipped out until I emailed her on and only said the label was created. I emailed her on December 19th. I received my package today December 22nd and am missing items. Three pumps. I emailed Sevi once again today. These are Christmas presents that will not be here in time now. I am requesting a full refund. Order number ****

  Business response

  01/23/2024

  
  
  All orders made on www.ecosevi.com require acceptance of our Terms and Policies, with a link to said terms and policies. Users must agree to this rule to check out.
  As our terms state, we only offer replacements or refunds if 4mundo has made a mistake or there was damage during shipment.

  
  This order is the customer’s second order from our company. The first one was shipped and delivered without a hitch.

  
  The customer placed her order on November 24th and received it on Dec 22, 2023 - later than we had anticipated due to holidays and staffing. We included a $28 gift in her order, with an email explaining our delay and several apologies.

  
  She contacted us, mentioning that her order was missing three pumps for three of her products, which she intended to give as gifts. We shipped four pumps for her the same day, Friday 22, 2023, via UPS Next Day Air ($24.95 covered by 4mundo). However, due to the Holidays, the package was set to be delivered on December 26, 2023. 

  
  She wanted a better outcome. To resolve the situation, we asked if she would like a refund for the items she wanted to gift or the whole order; she expressed her desire for a $248.67 refund.

  
  We agreed to refund her in whole via email and gave her the steps to follow so that we could initiate the refund. We asked her to use the box the order came in to ship all of the products back to us or to let us know, and we will send her a box, prepaid return label, and tape ($25 covered by 4Mundo) to pack everything up. We also offered a free pickup from her house ($13 covered by 4mundo) to avoid causing her any further inconvenience.

  
  The customer sent an email saying that she will not send the products back to receive her refund because she does not trust that we will refund her due to the delay and the missing pumps in her November 24th order.

  
  Our policy is clearly stated on our website, which every customer has to agree to to check out. If the product has already been shipped, the customer must arrange to return it to us. The product must be unopened/unused and returned in the box that it was shipped in and in the same condition that it was received. 
  
  We have offered this customer an apology and a full-size gift. We waived the return cost by providing her with a pre-paid return, free pick-up service from UPS, and a full refund via email, including her original shipping charges. 

  
  We have asked to speak with her, which she has ignored. She also stopped responding to our emails. I am attaching the entire email exchange for your review. 
  We are ready to initiate the refund once the customer ships back all the products she has paid for in their original unused condition.

  
  Should you need any other information, please do not hesitate to let me know.
  Thank you,
  
  Sevi ***
  Founder, Managing Member
  4mundo, L.L.C

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