ComplaintsforElana Carello Sweaters

• Initial Complaint

  02/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Attached are details about the transaction and emails including the original purchase receipt.- After purchasing 1 sweater and liking the quality and fit, I purchased 3 additional sweaters using the same sizing guidance as the 1st one. - The 3 additional ones were on sale, so I triple checked and confirmed that they were still eligible for returns if the sizing did not work.- I received the sweaters, tried them on, determined they did not fit and notified the business the same day that I would like to submit a return (per their return procedures). They agreed and within the week I sent them back. The sweaters still contained their tags, were unworn, unwashed and had only been tried on for mere minutes to determine they were too small (I could not have even worn them if I wanted to!). The sweaters were also shipped back in their original plastic bags. I live in a smoke free house. Due to allergies and asthma I do not use fragrances and any house cleaning products used are organic and fragrance free.- Upon their receipt, the business notified me that the sweaters smelled and they would not be issuing a return. Noting the above, this claim was absolutely absurd and false. It was clearly a ploy to not have to issue a refund.- Upon return of the sweaters, I, along with my neighbor smelled them. The only thing they possibly smell like is the bag - they were returned to me not in their plastic bags.- Note that I exchanged a sweater with this company previously with no issue whatsoever. If the first sweater did not have a smell, these 3 could not either.- As the sweaters in no way fit me, I am currently keeping the sweaters untouched/unworn/unwashed in the bag they were returned in.

  Business response

  02/20/2023

  In response to the above complaint. There are several inaccuracies in the statement by the customer and due to these issues the complaint in clearly unwarranted.
  This individual did purchase a previous sweater but not in the size that she recently ordered.  Clearly she knew or should have known that the sizes that she ordered would never have fit her unless she lost a significant amount of weight since her last purchase, 60 days prior. I actually accepted an exchange for that style, advising her on what size to purchase. The style that she purchased clearly states in the description that it is an oversized cardigan style and many people go down one or two sizes. The three sweaters purchased later were on sale and I always am willing to refund any unworn, or unaltered sweaters. As a matter of fact, I have never rejected a return in the 9 years I have been in business. The customer returned the ********************** because they clearly did not fit her, and as the emails show, I was more than willing to accept the return. However, when I opened the package a very pungent order of perfume was emitting from the package and the sweaters. Clearly the merchandise had been worn by someone, and the sweaters were not in the same condition in which they were sold to her. I tried to air out the sweaters for several days but to no avail; the smell was so pungent it would not leave the sweaters. I also consulted a dry cleaner, thinking that I could simply charge the customer for the dry cleaning. However, the dry cleaner told me that they cannot remove scents. I informed the customer that the merchandise was no longer in the same condition in which it had been sold and I was unable to offer a refund per our policy. I returned the sweaters to her at my expense.
  Her complaint that the merchandise smelled of perfume when she open the returned package supports my position.  The smell wouldnt come out of the sweaters. I would never have been able to resell them. 
  Her statements are completely false and this complaint is unwarranted. 

  Customer response

  02/22/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Unfortunately, unless the sweaters are going to be shipped to a 3rd party for review, this is a "she said, she said" case. I've had multiple people smell the sweaters and they do not smell like anything. What they do smell like is new, unworn sweaters. And, if you have a sensitive nose and have ever smelled one of the plastic shipping bags, they have a hint of that scent.

  I did indeed order smaller sizes, because when I purchased the other product, even the smaller size was still too big. I chose not to do a 2nd exchange on this one since the fit was OK, I understand the cost of returns to a business and I also did not want to spend an additional $30 shipping the product back a 2nd time.

  For the sweaters in question, I was trying to size down a 2nd time with the assumption that the smaller sizes would fit better. Unfortunately, they did not. No matter what size choice I made, I should have been able to return them per the policy and the condition they were returned in.

   

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  Business response

  02/23/2023

  The sizes are irrelevant. The sweaters did not come back in the same condition that they were sent. As I have stated before, I have NEVER rejected a return in the 9 years that I have been in business. There was no reason for me to reject this return except for the fact that the scent was overwhelming and the return violated our clearly defined policy. My plastic shipping bags do not have a scent, and I have never received a comment otherwise in my 9 years in business. As a matter of fact, I ship often to a customer who has fibromyalgia and extreme fragrance sensitivity. She has never had an issue. Someone wore these sweaters and they reeked of scent upon return. I have nothing more to say on the matter.

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