Reviews

Review Details

• Review fromMisty J

  Date: 12/18/2023

  1 star

  Misty J

  Date: 12/18/2023

  I made a purchase. The description was not accurate. I requested a return. I was initially given a partial return. I called back about the remaining week in half later. The rep Tammy was very nasty. She even hung up on me when I explained to her I would not be purchasing from them in future due to the horrible customer service I’ve received. I wasn’t nasty but very clam in my delivery. I will definitely discourage my peers from buying from this store.

  Del Mar Designs Inc.

  Date: 12/19/2023

  The order in reference was placed through our ****** storefront.  The order was placed Sunday Nov. 26, 2023 8:34pm PST.  It should be noted the order was in the name of Shaunte ******, not Ms. *******'s name.  The order was shipped via ***** tracking ************ and was delivered to delivery address **** ** **** **** ******** ** ***** Saturday Dec 2, 2023 at 1:18 pm EST.  On Dec 5, 2023 a return authorization was received from ****** giving the return shipping tracking number for the return.  Unfortunately, ****** will only provide 1 tracking number per order, no matter the number of items on that order.   On Dec 6, 2023 we received a request from ****** customer service to provide another return label.  We then provided a USPS return label, as we cannot generate the same labels as ******.  The first return from the label provided from ****** UPS tracking ******************  was received by Del Mar Monday Dec. 11, 2023 at 10:07 am. On the same day,  Dec 11, 2023  Ms. ******* contacted ****** customer service questioning the status of the return. Del Mar responded letting them know the item was received that day and will need time to process.   Ms. *******, then went back to ****** and filed an A-Z claim  stating she did not get a refund. Returns are all inspected before processed.  The return was processed and a return for the singular item, Dec. 11th as that was the only piece received.  The return credit is then processed through  ******.   The 2nd item had not been received and therefore not credited.  It should be noted neither Del Mar nor ****** have any sort of immediate reflection of such a transaction.  This  A-Z claim was then denied by ******, as things processed it was clear to ****** a return had been processed by Del Mar.  We nor ****** control the speed at which the return is credited to whatever payment method was used in ******.  The second return item shipped with the label Del Mar provided USPS tracking 9202290290212600014539 was received by Del Mar Friday, Dec. 15, 2023 at 9:10 am EST.  At which time the item was inspected and the return processed through to ******.  Unfortunately, Del Mar cannot control the speed at which USPS takes for shipments to arrive.  Obviously, the influx of heavy holiday  shipping load will effect all carriers delivery times.  There was no other communication with Del Mar either from ****** nor Ms. ******* regarding this order until we received a voice mail Dec. 18, 2023 at 4:15pm from Ms. ******* stating her name and a call back number.  To be proactive to assist, we search our systems for any orders for Misty *******, no results in any of our systems were found under Misty *******.  We returned the phone call Dec. 18, 2023 at 4:23 pm.  The call was not connected and we left a detailed voice mail as to other options to contact us, should the phone not be an option as typically simple inquiries like checking on a refund status can be solved easily through chat or email as well as a phone call.  Ms. ******* then made another call back to us Dec. 18, 2023 at 4:43 pm EST  Del Mar immediately called back Dec 18, 2023 at 4:46 pm EST again to leave another voicemail for Ms. ******* as the call was not picked up by her.  We again thought there might be a connection issue due to no answer, so again, a detail message was left as to optional ways to make any contact.  To this point, we still could not locate any order associated with Ms. ******* either by her name or phone number. Ms. ******* the called again Dec. 18, 2023 at 4:55 PM EST and was connect.   We then inquired as to an order number so we could better assist in finding a return status.  Ms. ******* gave us the ****** order number at which time it was discovered the order was not in her name or any other identifying information to associate Ms. ******* with the order in question. Upon viewing the order we informed Ms. ******* the order was in fact completely credited and we processed our portion of the return through to ****** on Dec 15, 2023.  We asked her to confirm this is what she was seeing in the ****** order information, but was told she could not do that and wanted to know where the refund was.  ****** merchants are not privy to any payment information nor do we know when any transaction through ****** might be credited back to a customer's payment method.  Given all the resources Del Mar has, the order had been credited in full.  This information was told to Ms. ******* as well as why we had such an issue locating the order to pre-emptively have return information for her on the call back from Del Mar.  It appears Ms. ******* was unsatisfied with the information we were able to provide her and instructed her to contact ****** to see why she may not be seeing that refund. It was also explained there was a weekend time frame involved and this might slow transaction, especially refund as weekend are not banking business days.  Ms. ******* retorted with displeasure and exclaimed how she is never shopping with us again.  Del Mar prides itself on delivery impeccable customer service to all customers through which ever channel they decide to shop with us. In this case, we were providing the best information we had available on the issue.  We also provided a further solution to help Ms. ******* with her return question, but was met with an unruly response.  We might suggest Ms. ******* review return credit timings and policies with ****** and if those are not to her satisfaction, she chooses another method to acquire her wares. As of this response, Dec. 19, 2023 Del Mar has processed the return to ****** and is still reflected as such through ****** Seller Central Portal.