Candace
WHY IS 0 STARS NOT A THING
WHY IS 0 STARS NOT A THING. I never write reviews, but this company is deleting all comments that are holding them accountable on all their socials. I am a business owner, and nothing infuriates me more than seeing companies take consumers' hard-earned money and withhold products for weeks, months, and even close to a year. I am undergoing a dispute case with Alexa Kelley. I ordered a couple items totaling $95, but only got sent 1. Alexa closed my dispute case because they sent proof of tracking - but this is for the 1 item, not my full order. They are still withholding my second item and *will not* refund or cancel despite it being 3+ months since I placed it. This is double the est. shipment times they listed, but also 3x longer than Federal Trade Commission guidelines. I reopened my case because they are aware that they did not send out my second item, however, they are providing evidence that they did. What credit card companies do not realize is that they are manipulating information. Alexa Kelly will provide the tracking number for only 1 out of the 5+ items you purchased! This manipulates the dispute case as you will get re-charged for the full amount of $200+ instead of only, let's say, $20 for the 1 item you did receive. I ordered 2 items on Mar 17. but came to realize the horrible customer experiences with the company via TrustPilot. I emailed the team on Mar 24 to cancel my order, this was before my order got shipped out or any processing was done on their end btw. To which I received yep - an automated response. I politely replied and said to cancel my order. I updated the email on Apr 14 and yesterday, May 30th asking them to cancel my order; again - no response. They sent out one item which I received a month after placing my order. But not my other item - even though they charged me for it. Not the point though, because I asked them to cancel 2x and refund me, but they ignored me. I disputed the charge with my credit card company. AlExA KElleY then responded to the credit card company (but not their customer's emails, wth), and provided "documentation" that they did ship my order. That is half true, yes you did ship my order, but only HALF of it - but you are still charging me for the FULL order! And that, ladies and gents, is how I believe Alexa Kelley attempts to manipulate information. Given the numerous horrendous experiences, how is this company still in operation? Does anyone know how we can take legal action against this company? "Alexa Kelley", if you are reading this, maybe if you spent *any* time handling customer service inquiries as you do delete comments and reviews off your socials, you wouldn't be 1-star rated. You may be a "legit" company as you call yourself, but you are not an ethical company. RESPONSE TO ALEXA KELLEY (6.7.24) There was NO indication of a pre-order on the items I purchased, at the time of purchase, otherwise, I would have been more understanding. You guys recently updated your website to reflect this notification to save face and "protect" you from any legal liability. Currently, as of 6.7.24, your pre-order states Shipping occurs an est. 5-6 weeks for the Fiona ring, I placed my order on March 17, it is now June 7th - that's 13 weeks anyhow. Moreover, the Federal Trade Commission states that if there's a delay in my shipment, the seller has to notify and give the option to either cancelling my order for a full refund, or I agree to wait. While I received an automated response for delayed shipping, I did NOT agree, and asked for a refund and cancellation of my order on March 24; 8 days after placing my order. To which there was no reply from you. I have all the email threads and I am 100% willing to upload these wherever I can (I also did to my credit card company) because the company did not reply to any emails; just as you have not to the hundreds of other consumers below. So, no, do not say you've replied and tried to be attentive to the situation. I understand items cannot be canceled after delivery, however, I emailed asking for order cancellation on March 24, the shipment for my 1 of 2 items did not get processed until March 27 and was delivered nearly a month later on April 17. This is when I asked for a return and cancel my other item in my order. That's 3 business days the team had an opportunity to reply. While you did offer a one-time courtesy, I replied and said I wanted to get a refund and return processed. Why would I want store credit when I was completely compliant with your store policies? My order was eligible for a full refund. And I STILL did not get assisted - and til this day - still haven't! So please, do not try to manipulate the situation as there is hard proof of these email exchanges.
Response from Alexa KelleyJun 7, 2024
Update - We have verified that your bank has resolved this matter. You have received a refund for the preordered item due to non-fulfillment during the dispute. The system only provided tracking details for the delivered Willa Cuff. We appreciate you taking the time to share your concerns and are happy to provide further insight. Our records indicate that one of your items was delivered, while the second item was a pre-order, clearly noted above the "Add to Bag" button on our website. This pre-order status means the item has an extended delivery time which is also stated on the product page. For a bit of insight, your credit card will be charged at the time of purchase, as this allows for your order to be placed in a queue to ensure it’s fulfilled once the piece is available to be shipped to you. We do see that you filed a dispute for the entire order on April 20th, including the item you received on April 16th. Your review confirmed the receipt of the ready-to-ship item. The dispute cites "product unacceptable," suggesting the product received was defective, damaged, or misrepresented. We have not received any prior communication from you regarding issues with the Willa Cuff. Please note, our 60-day warranty covers defective products as per our store policies. Notably, it's impossible for such an issue to occur with a preorder item yet to be shipped. That said, we see our payment processor automatically submitted a response with the available tracking information for the delivered item. To clarify, the response provided tracking information for the item that was delivered and did not include tracking information for the preorder item. That said, we delved deeper to find our team received your email dated April 16th, 2024; however, we have no record of correspondence from April 14th. On the same day, our team responded personally (not an automated response) and informed you that we encountered technical difficulties with our customer support communication system, causing a delay in our response time in reference to your previous email. During our communication, our team provided clarification about the preorder item (Fiona Ring) and our policies on preorders and cancellations. Despite our no-cancellation policy for preorders, our team empathized with any potential confusion and disappointment surrounding the shipping timeline. As a one-time courtesy, we offered an exchange or store credit for the preorder item. Your response to our email indicates that you received this information (also confirmed by expanding the email thread included in your reply), showing that we did not ignore your emails, as you have claimed. Furthermore, tracking information from the shipping confirmation email on March 27 confirms that the ready-to-ship item (Willa Cuff) in your order was delivered on April 16th (the same day as this correspondence) as well. Orders for delivered items cannot be canceled. Transparency is very important to us, and our policies on preorders, order processing, and cancellations are readily available on our website's FAQ and Shipping pages. Additionally, these policies are referred to in our ‘Terms and Conditions’ checkbox, which customers must acknowledge before finalizing their purchase. Our records confirm that you accepted these terms and conditions before completing your order. Should you have any additional questions or concerns, please don't hesitate to follow up in your current email thread and one of our reps will be happy to assist you further.