![]() ![]() The customer then requested to have their order canceled. Due to systematic limitations we are unable to action any changes to the shipping method chosen at checkout. The customer contacted our Customer Experience team via email and chat on 12/24/22 requesting to change the shipping speed of their order. Thank you for your letter and partnership informing Princess Polly of the customer complaint submitted on 12/26/22 assigned ID: ******* Princess Polly refunded the $69.28 charge in good faith as a courtesy to the customer. In this case, the customer said they had dropped off the item at a ***************** even though Princess Polly had no record of the item being returned. When an instant exchange is chosen, the exchange order is immediately processed and the customer has 14 days to send back the original item to Princess Polly or they will be charged for the item. The charge was a result of an instant exchange that was submitted by the customer, but ********************************************* had not received the item that was supposed to be returned. Upon further investigation, the charge was from a previous order the customer had placed. We confirmed with the customer that no new orders had been received or charged by Princess Polly. RE: Better Business Bureau ID: ******* Thank you for your letter and partnership informing Princess Polly of the customer complaint submitted on 1/4/23 assigned ID: ******* On 1/4/23 the customer reached out via email inquiring about a charge from Princess Polly for $69.28. ![]()
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