Hi Miranda, we’re sorry this situation has been frustrating, and we’re disappointed that our communication came across as unkind. That was never our intention. We take chargebacks and missing merchandise seriously, but we also made every effort to give you an opportunity to resolve this directly with us.
We do want to clarify a few important details for anyone reading this review. The order was delivered on July 2. A return was not attempted through our return portal until August 11, approximately 40 days after delivery, and was denied because it was outside our 14-day return period. A chargeback was then filed on August 12, the very next day.
There was also no attempt to contact our customer service team after the return was denied to ask for assistance or an extension of the return window. We frequently work with our customers and provide reasonable extensions when circumstances come up, and we would have been happy to discuss available options had we been contacted.
Because the return was denied via our portal, we never issued a return shipping label or provided a return address. We also did not receive any communication requesting a label, return address, extension, or other assistance before the chargeback was filed.
After the chargeback was decided and the purchase funds were removed from our account, we contacted you because we had still not received the merchandise. In your response, you explained that you believed the dresses had been placed in a mailbox, but you also confirmed that you did not have a tracking number or mailing receipt and could not confirm that the package was ever delivered to us.
We responded that same day and offered two ways to resolve the situation directly: return the merchandise using valid tracking to the correct address we would provide, or repay the funds received through the chargeback. Unfortunately, we did not receive a response to that email, valid return tracking, payment, or the merchandise.
We genuinely would have preferred to resolve this directly. However, when both the merchandise and the payment for it remain unaccounted for and there is no documentation showing that the merchandise was returned, we have to take appropriate steps to protect our small business. Since we did not receive a response or proof of return, we have proceeded with legal action regarding the unreturned merchandise.
We absolutely understand that mistakes, misunderstandings, and unexpected circumstances happen, which is exactly why we encourage our customers to contact us when they need help. Our intention was never to be unkind or threatening. We simply needed the merchandise returned or verifiable documentation showing that it had been sent back to us and have not received a reply with any of that information. We remain confident in the documentation and communication surrounding this matter.
