ComplaintsforDetails Fine Apparel and Accessories

• Initial Complaint

  03/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On 2/3/23, I placed order #***** with DetailsDirect for $1980. I paid with $400 of store credit, the balance of $1580 on my credit card. I received the order on 2/16 and then shipped a return on 2/21 according to store policy (within two weeks of receipt). The store received the return 2/24, **** tracking **********************. I returned $1600 worth of merchandise and kept $380 worth. I expected to be refunded the full credit charge of $1580, and $20 in remaining store credit. Upon receiving my return, the shop refunded me only $1200. I emailed to ask about the discrepancy and was emailed back another copy of the return notification. The shop was going to refund $400 in store credit and keep the charge of $380 on my credit card. I emailed again to ask why. I received a voicemail from the owner where she blamed her selling platform for not being able to refund store credit in increments. I called her back to see if the issue could be made right. She again blamed her selling platform. I said this was stated nowhere in her shop policies and I had never encountered this with any other shop before. She said she had been doing me a favor by issuing a store credit to begin with (that stemmed from a prior return in November, 8 days past policy). Since she did not seem to be able to offer a solution, I suggested we just let my credit card handle things through the dispute process. She then sent me an email where she said I sounded angry and suggested I had some personal problem that made me exaggerate the refund issue. After this, I decided I would like to cease doing business with this shop and returned $1300 worth of a subsequent order from 3/3/23, #*****. It arrived 3/9 and I have yet to be refunded. So far I have been charged more than $49 in interest on my card since the shop has not refunded in a timely manner. All I would like is my appropriate credit card refund for each return, and for the store credit to be applied to the items I kept from order #*****.

  Business response

  03/24/2023

  I am disappointed that we could not resolve this issue between us although I emailed the customer three times and called her to explain. 
  This customer regularly buys an expensive brand of clothing that I preorder for customers. I am happy to make the investment in inventory and to take these products back if they do not workout but they must be returned in a timely manner.  These special orders become harder to resell when they are not returned promptly. She also returns the majority of her purchases for a refund. We have a two week return /refund policy that is clearly stated on our website. This customer exceeded our two week  return policy several times but we gently reminded her of our policy. The next time she returned an order late, we contacted her to say we could not refund the order as it was well past our return date but we would be happy to accommodate her with a gift card in the amount of $400. 

  She  agreed and spent it on her next purchase. However, she also returned the majority of her next two orders so when we refunded her $1600 our Shopify is set up to first refund to the gift card she used to make the purchase and the $1200 balance  was refunded to her cc. She inquired why she was getting a gift card instead of cash and I told her our system is set up to refund the gift card to her as it was not paid with cash.  Also for the same reason that she was given a store credit for her late return we would not on the next order turn this into a cash refund. I suggested that since she places two orders a month she could spend the credit on her next order and it would be done. She started yelling and threatening me. I again wrote an email explaining our policies. At this point, she sent back another order in its entirety. 
  
  I have been in business for forty four years and I have enjoyed an excellent reputation in our community and in the online marketplace. I work very hard to make our customers happy. However, in this case the customer was abusive and unreasonable. 

  Customer response

  03/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have only returned one item past the two week policy. It was received by me 11/4/22. I wrote to Details 11/26 to ask for an exception. I received a reply 11/30 and sent the item back the following Monday, 12/2. The shop could have simply said "no" but they agreed to accept this return. Although I'm not sure what this has to with the issue at hand, this is only instance in which this has happened. The company makes it seem as though it is a regular occurrence, which they have never made known to me before.

  Regarding my refund for order #*****, Shopify's website FAQ states, "If you only refund part of an order that was purchased using a gift card and other methods of payment, then you can manually change the refund amount that is applied to each payment method." Please see page 6 of my attachment. It appears the shop made an error they cannot admit to. I kept $380 in merchandise from the order in question. All I would have liked is the gift card/store credit to have been applied to the items I kept.

  None of this addresses why I have yet to be refunded for the very last order I returned, which was well within policy period. It has now been 18 days since they received it.

  I feel this shop owner has been unusually personal about what was a simple refund error. In our phone conversation, I stated that it did not seem like she could offer a solution, so it was best to let the credit card handle things. I never yelled or made threats. I don't think I am out of line in wanting my money refunded according to normal business practices.

  
  Regards,
  
  *****************************

• Initial Complaint

  08/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 8/14/2022: I placed an order to purchase 3 pieces of Magnolia ***** clothes totaling $1450 (top, overall, and kimono duster) from a website url: DetailsDirect.com On 8/19/2022: What was delivered to my apartment was a box of 4 cookies addressing to someone else. DetailsDirect.com is a fraudulent business who took my money and delivered a trashy box of cookies. As such, I'm filing this complaint against DetailsDirect.com.*******,*******

  Business response

  09/06/2022

  

  
  

  I recently received a letter from you with a customer complaint that I would like to address. I have been in business for 38 years and we have not had a claim filed in decades. 

  
  

  I was disappointed to see this claim as I tried to work with this customer to no avail.  I believe that this may be a fraudulent claim, that this person is attempting to have the goods as well as a refund. This order came in on Sunday 8/14/22. I was warned by Shopify that this may be a fraudulent order and to carefully analyse it before shipping any products. On Monday 8/15/22, I asked my manager to call ************ and discuss the fraud alert. She left a message and the customer called back on Tuesday 8/16/22, I answered that call. I talked to her about Shopify flagging the order as potentially fraudulent, and she gave me the correct billing address which is 5871 *******************************************************. She was reasonable on this call and I authorized my staff to ship the goods which they did that same day, 8/16/22. ************ called twice on Friday 8/19/22 while I was in a meeting. I called her as soon as I got out of my meeting and left my number. She called back complaining that no one called her. I explained that I in fact had called her and left her a message to call me. I also told her that we had called her on Monday the day after she placed the order to discuss the fraud alert on that order.

  She said she got her box and it had cookies in it and no clothes and a card that said Happy Birthday *****. I asked for a photo of the box and its contents and she said that she tore the box up and threw it away because she was so angry. I told her perhaps it was someone elses box and she should see who lived in the building named *****. I told her the box of cookies was not from us. She got very vulgar and called us a fraudulent company. I tried to get her to calm down and understand that this packaging that she said she threw away was in fact evidence and we needed to see the label etc. She threatened me and said I will get what I deserve. She said she had already called the bank to report a fraudulent transaction/company. Those actions are unusual for an honest customer, who would at least have a conversation with the shipper before filing a claim.

  
  

  *********** falsely recounted the chain of events; that damaged her credibility with me. She said no one had called her when in fact my manager called her on Monday and left a message which she responded to on Tuesday. She said no one had called her on Friday when I returned her call within minutes. I have a proof of delivery that says our package was delivered to her. Please note that the box we shipped her weighed 4.1 lbs.

  
  

  I believe that this is a fraudulent scheme.

  
  

  Thank you,

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

  Detailsdirect.com CEO

  Proof of Delivery

  Dear Customer,

  This notice serves as proof of delivery for the shipment listed below.

  Tracking Number

  1ZE546R30398664877

  Weight

  4.10 LBS

  Service

  UPS Ground

  Shipped / Billed On

  08/16/2022

  Delivered On

  08/19/2022 11:02 A.M.

  Delivered To

  ********, **, **

  
  

  Left At

  Front Door

  Thank you for giving us this opportunity to serve you. Details are only available for shipments delivered within the last 120 days. Please print for your records if you require this information after 120 days.

  Sincerely,

  UPS

  Tracking results provided by **** 09/05/2022 1:45 P.M. EST

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