ComplaintsforHinge on 5th

• Initial Complaint

  09/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Placed an order (*****) online 9/12 for 5 items (3 sweaters, 2 t shirts). 1/5 of items were delivered on 9/16. It was one of the sweaters, packed perfectly into the mailer. Since it was the perfect fit for the mailer, I just assumed the rest was coming in another package. Later that night I checked the tracking details and saw that all 5 items were supposed to be in the package. That alarmed me because only 1 was in the package. I sent them an email the night of 9/16, asking if the rest will be coming separately. I never received a response. So on 9/26 I reached out to their social media account that they actively post on in hopes to get a response. I was able to get a response and things only went downhill from there. They wanted to see screenshots of my email, claiming they never received the email, which i was able to provide, and they told me they will look into it deeper tomorrow with their shipping team. On 9/27 I received a message from them saying they talked to the girls who ship, and they remember shipping it completely and they viewed their security footage of the girls PICKING (not packing) the items for the order so they are confident it got to the post office safe, but will reach out to **** and ask. We go back and forth for hours completely butting heads and I was able to just catch them in lie after lie about the whole situation. We then proceeded to talk to on the phone where the issue was still unresolved. They just keep claiming that they have proof to file with insurance and all they could do was refund me and if i wanted the items i had to reorder them myself. I told the woman on the phone that the least they could do is mail me the rest of my order on their expense after all they've done is lie to me ALL day. As a small business the least they could do is send me out the rest of my order on their expense after indirectly accusing me of lying, and after i caught them in their own lies. She didn't like this idea and hung up on me.

  Business response

  10/10/2022

   I informed her over the phone that we no longer have the inventory to fulfill the order and that we would be issuing a full refund for the missing items on the morning of September 28th 2022 (will include screenshots to verify this refund). We did ask for screenshots of the email just to confirm that the email address was correct because we could never find the original email regarding the missing items. We also asked for a photo of the packaging to verify that no damage was done to the packaging that *** have caused items to fall out in transit. We never accused her of lying. We communicated at length with the customer via messaging when this form of communication didn't seem to help. I suggested that we speak over the phone to try and better communicate details involving shipping and packaging process. The customer was relentless in her accusations that I was lying about the situation and after 20 minutes on the phone of her accusing me of lying I excused myself and said goodbye as it was during business hours and I was needed back in the shop. This customer waited to receive her refund and then additionally filed a chargeback with her credit card company.  We have processed and shipped thousands and thousands of orders every year to customers all over the US with little to no issues until this case.

  Customer response

  10/15/2022

   
  Complaint: 18143340
  
  I am rejecting this response because:
  
  So once again she is responding with lies.  From the top she is saying she informed me that the inventory wasnt in stock on the phone call. Which is a lie.  She told me on the phone that she cant send me the items because she issued a refund and because of the insurance claim she cant send them out but if I wanted to reorder them I could. Not to mention, earlier when we were talking via messages, I proved to her that 2/4 of my items were still in stock on her website. So she could have at least sent me what was in stock and refund the rest, but no she gave me some story about she cant send me the items in stock because of the insurance claim.  However now shes trying to say they were out of stock, when they literally werent. Well, 2/4 werent. *** also said in the previous complaint that I never said they accused me of lying, but that it was heavily implied. There was absolutely no empathy of a customer not receiving 4/5 of their items and it was just immediate interrogation which gives the implication that youre accusing the customer of lying. Who does that? Not once has this place said sorry for not receiving the full order. Additionally, because of the first messages that I got in the morning about them having to check security footage and having no empathy towards a customer not receiving a package, I knew right then and there that i would not be getting my items or money back so yes I filled the claim with my credit card in the morning. It wasnt until the afternoon that she ended up refunding me and ONLY after I proved them wrong with the weight of the mailer and my sweater. Had I not gone through the effort to get the weight credentials to prove to them that I only got one sweater, then they would have never refunded me.  Shes out here acting like I filed with my credit card company after they refunded me, I did not. It was in the morning. A credit card company wouldnt have disputed the charge if they already saw you refunded me.  Lastly, if you check out the reviews on this business Im not the first person to have had an issue with the owner.  I understand I was refunded but I still want the rest of my order since you did have most of it in stock the day I reached out. This matter has nothing to do with money, and everything to do with business ethics and customer service. Stop scamming people.

  
  Sincerely,
  
  *****************************

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