Three Bird NestReviews of threebirdnest.com

Response from Three Bird NestMar 27, 2024

Hey Angela! We are so sorry to hear that! I hope you are doing well and thank you for your patience. We are a tiny team working hard to keep up with our recent boom in popularity. If you ever need to reach us quickly, we recommend the Live Chat on our site where you are connected to one of our 6 agents here in California in under 60 seconds. I hope you have received your package by now but if not, please reach out to our Customer Service Team! We are eager to help. Please note the carriers make us wait for it to be stalled 21 days to be considered lost, however, we will make it right as we can in their timelines! Most orders show up around 15-20 days after being stalled which is why we must wait. We look forward to hearing from you and helping if we haven't already. Take care!

Response from Three Bird NestFeb 12, 2024

Hi L C, Thank you very much for your valuable feedback regarding our returns process! Three Bird Nest is still a smaller business(just 7 of us in customer service!) and while we try our best to reduce the cost and impact on our customers, our returns ultimately result in a one-time (not double!) $7.95-$9.85 fee deducted from the overall refund as well as the initial shipping cost being non-refundable as it is a service rendered. Due to the size and order volume of our company, we do not have enterprise accounts or shipping discounts with the main shipping services like UPS, USPS, and FedEx like a lot of larger retail stores have. As our company grows, this is definitely an area we look to revisit and your feedback regarding the returns process is extremely appreciated. It truly does help us grow and focus on the policies that impact our customers the most. Thank you for taking the time to provide us with your insight into our process. If there's anything else we can help you with, please don't hesitate to reach out to our Customer Service team at [email protected] we're always happy to help however we can. ❤️

Response from Three Bird NestMar 27, 2024

Hi Jill, In going over your communication with us and your order, I see that we accidentally sent you the top in the color "Natural" instead of the color you originally ordered. It appears as the packaging and fabric content from the vendor was mislabeled so the items were swapped. As these are very multicolored items, it's a bit hard to tell the difference when folded in packaging which we greatly apologize for. We put the fabric information the brand provided us and have since updated the site to reflect Rayon when you alerted us. Thank you so much for letting us know. I see this was explained by multiple agents that you spoke to that day and they each greatly apologized for it. They also let you know we would be sure to fix it along with investigating it. We take this kind of error very seriously being a customer service driven boutique and again greatly apologize that this happened on your first order with us. We absolutely never change an order unless requested by the customer and individually reach out about any out of stock items before the orders ship to let you choose a replacement, a refund, or to wait for it to restock before your order ships. It's a strict policy of ours that we stand by as we only want to send you items that you love. We again apologize for any misunderstandings with the human error that occurred as it was not intentional. It is however, very unfortunate and we have acknowledged this while attempting to make it right for you with refunds and offers or replacements. We do ask for photos since we save you the hassle of needing to send the top back to us after we have already caused one inconvenience. Along with this, being able to see the issue immediately as we did in the live chat helps us resolve it faster for you instead of it waiting for it to get back to the warehouse in Texas which can take days or even weeks due to the weather events that were happening there at the time. Once we had the photos, I do see the agent offered you a replacement or a refund for the amount paid on the item after apologizing for our error. As you elected for a refund, that top was refunded in full quickly within the 20 mins from when you originally chatted in to us once we received the photos. Along with this, it was suggested to attempt to re-sell to a friend or online to perhaps make back some additional money on it since we were not asking for it to be sent back. We understand that is an additional potential hassle, however, we do want to help however we can within our posted and agreed to policies. After this situation was resolved, you did bring up wanting to return the tank top as you no longer wanted it. We did provide our return instructions and per our posted policies, we do not offer free returns due to disliking the item or fit. We hope as we grow it is something we can offer in the future, however we do not offer it at this time. We must charge for these returns due to taste so that we can afford to fix any potential unfortunate errors that arise as you just experienced. We have one-of-a-kind designed items from our label that we manufacture in the US & India. We also source from several brands of fun items we can't pass on that are manufactured around the world. Under "Fabric & Care" in the product description, it will note if that item is made in the USA, Mexico, or Import. If it was made outside of North America it will be marked "Import". I do see this was marked Import under the Fabric & Care however we do promise all items and brands undergo the same quality procedures as our North American made items. Again, we do apologize for the situation and understand that you will not be returning due to it. Thank you for giving our small business a chance. Take Care.