ComplaintsforNaut & Chain

• Initial Complaint

  12/07/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  First off I ordered the St. Christopher necklace for my husband that is shown in picture on their website. They delivered the smallest St. Christopher necklace for a baby. It barely fit my husbands neck. They are false advertising. I have pictures to prove it. So now what I send it back to be paid refund. They still say it’s in transit. But it was delivered. And now they are using same tracking number to send to their warehouse. That’s double dipping and fraud. When it was delivered before being shipped to warehouse I should of been refunded. Please don’t do business with this company. No no. Still haven’t received email for refund. It’s been 20 days now.

  Business response

  12/13/2021

  My name is ***** *******, I am the co-owner of a Naut & Chain. I am writing to respond to a recent complaint that was received by BBB. Below is our full response that includes full email threads to and from the customer who submitted the complaint, as well as proof of her refund, proof of tracking, and an accurate timeline or her order. The customer’s complaint has been resolved as she was refunded per her request, all within the timeframe we had clearly explained and promised in our refund policy. 

   

  Full Explanation-

   

  On November the 8th, 2021 Customer had purchased a Sterling Silver St. Christopher pendant necklace from our website. On November 11th, 2021 customers order was fulfilled and shipped from our facility and delivered on November 17th. Later that day, customer sent two emails to us stating that the necklace she has received did not fit around her husbands neck and was not the one she had ordered. The customer began to send threatening emails accusing us of fraud. After reviewing the photos she had sent to us, we determined and explained to her that there had been an unfortunate mixup in the fulfillment of her necklace, and that she was shipped a Minimalist St. Christopher pendant necklace by mistake. This necklace is similar in design, but 18inches in length, as opposed to the 22inch length chain she had purchased. - We are a small team of two and had recently hired a third person to handle our fulfillment, and this order was processed during our busiest holiday period. We fully understood our mistake, and apologized to the customer and offered a free exchange for the proper necklace she had ordered, which she agreed to, and promptly apologized for her harsh words towards us. To reiterate, at this time, she had not requested a full refund, only an exchange for the longer necklace she had originally ordered. We then sent the customer a pre-paid shipping label to she return the necklace she had received by mistake.  (*Please see Dropbox link for all email receipts with proof of these interactions.)

   

  Customer then initiated her exchange and got her returned package in the mail on Nov. 26th, and sent us the tracking number associated with her package. She then sent us emails asking instead for a full refund to be processed immediately. We then agreed to offer her a full refund, but explained to her that our refund policy states that refunds are to be processed 1-3 business days after we receive the returned package. (This policy is put in place to insure that customers have in-fact shipped the proper item in which they had requested a refund for.) After explaining this process to the customer, she began sending multiple emails on December 1st stating that her returned package had been delivered to our facility and demanded her refund right away. As we had actually not yet received her package, we double checked her tracking number and discovered that it was still in transit. (*Please see Dropbox of proof of these shipping updates, and timeframe.) We then kindly explained to her that she may have been misunderstanding the tracking updates provided by USPS. - Each time her package was scanned at a different facility en route to us, she would send more emails stating that it had been delivered. - We believe this is where the discrepancy occurred. We then explained this as thoroughly and kindly as possible, and reassured her once again that her refund would be processed 1-3 business days after we received it. 

   

  Customer then began a string of 15+ threatening emails between  December 1st and December 8th. ( *Please see Dropbox for actual emails. )These emails would include references to my deceased parents rolling over in their grave, explicit insults, threats to file suit, as well as threats that her and her husband were going to show up to our facility and harm us physically. At this point, we determined that all relevant information had been properly laid out to the customer and that it was no longer safe to continue any interaction. 

   

  Finally, on December 8th, 2021 the customers package was delivered to our facility. Exactly 3 days later once the package was physically received by our team (as promised in our refund policy) on December 11th, 2021 her full refund was processed (*See Dropbox for proof delivery date, and proof of refund.) The customer was sent an email notification that she has received her full refund, and all was officially resolved. At the time of this email, no further email correspondence has been made with the customer. 

   

  We kindly ask that BBB please review all materials we have submitted and acknowledge that we had offered the customer accurate and straight-forward information, and treated them with upmost respect and appreciation, as we do for all of our customers. We are happy that this issue has been resolved. 

  ***** *******
  Co-Owner & Founder
  Naut & Chain
  ** ****** **** **** ***** * ****
  ****** **** * ******, ** *****

   

  Customer response

  12/13/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Yes can you please close and they did send a refund.  And was taken care of. 

  Thank you

  Regards,

  ******* *************

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩