ComplaintsforEmbellished Threadz

• Initial Complaint

  10/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have place order on September 4th of 2022 for a extra small youth hoodie and a hair bow I was notified October the 2nd that my order was ready I picked it up October 4th I don't know who was the lady that I spoke to I asked her if there's any way that I could exchange/ Refund this item( hoodie) because it was too big she told me that because it was a special order that I cannot exchange it I explained to her this is not a xs this looks more like a 6t or bigger she will not let me exchange it or give me a refund but I was told to put it up until my child was able to fit the hoodie the size chart states xs 4t not a 6

  Business response

  10/24/2022

  I have attempted to respond several times to complaint #******** via the website and could not tell if it went through or not. The following is my response to the complaint. I will also follow up by phone on Monday as my 10 days are up tomorrow. I have documents that were attached to my response online that I can not upload here that support my response. Please reply if this message was received. Thank you! My business Embellished Threadz organized a spirit wear fundraiser for the PTO of Primary Village South. The complainant ordered 2 items from that sale. It is the fourth time the complainant has ordered from one of our fundraisers. On the first page of every sale is an information section (see IMG 1934) Included in this section is our return policy which states: "All items are custom made; therefore, NO EXCHANGES OR RETURNS will be accepted, all sales are final. In the case of a manufacturer defect the item must be returned to Embellished Threadz within 30 days of delivery in order for the replacement process to begin." It also states that we are willing to order in sizes for customers for sizing purposes. There is also a link to a size chart on every apparel item on the sale (see IMG 1935 & IMG 1936). The same information section has been on the front of every catalog the complainant has ordered from. You may visit our website to see that all of our sales show this information. http://wwww.embellishedthreadz.com/ When the complainant came to the store asking to exchange the hoodie, I explained that the return policy is clearly stated on the first page of the sale as well as the fact that we are willing to order in any sizes she may want to see to ensure she purchases the proper size. The complainant did not ask for any sizes to be ordered in to look at prior to purchase. I explained that as this is a school specific Primary Village South logo as opposed to a general Centerville schools' logo there would be a very slim chance I would be able to resell the item if I were to allow an exchange. She stated "I understand" and left the store. The next day I received this complaint.

  Customer response

  10/24/2022

  
  Complaint: ********
  
  I am rejecting this response because: First I was never contacted by this business about the situation I have submitted the emails I've received from them, second there was never a conversation about reordering anything she stated that all orders are final and for me to put it away til my child could fit it as I stated to her I made sure to look at  chart that was provided on the website and this hoodie was not the size I ordered yes I have ordered numerous times from this company and yes they have had good products till now I would have  consider myself a loyal customer til this issue fair is fair and I was not giving what I ordered.
  
  Sincerely,
  
  ******** *******

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