Complaint Review: 7starhandbags - California

Hello First of all I would like to present myself. My name is Andrew Lewis and I am the sales manager from 7starhandbags.com Mis Gretchen Maas-Scott was a client of ours which was not satisfied with her purchase. We understand that we cannot please all customers so we took no offense to her accusations and furthermore, we tried to help her. First of all, our return policy is as follows: "We are absolutely confident that you will be happy with your purchase from us because each piece is inspected by hand for quality. We understand; however, that every customer is unique and we are flexible to meet your particular needs. Customer satisfaction in our products and services is our top priority. If for any reason, you are not content with your purchase please contact us immediately HERE. We will then provide instruction on where to return your bag(s). You must return the product(s) within seven days of receipt for exchange or refund. You must send your returned package via courier at your own expense and provide us with a tracking number in order for a refund/replacement to be issued. Please take under consideration that the returned package will be returned to China. We do not charge a restocking fee but in such cases, we lose the cost of the initial shipping and so can not pay for shipping both ways. Refunds are made in the same form as initial payment (ie. refunded on your credit card) and may take up to seven business days to process after we receive the tracking number for the returned goods. Kindly include when you contact us the following information. This will expedite the processing of your return. Thank you for your cooperation" She has seen it when she was on the website and agreed with it otherwise she would not have been able to purchase from our website. We then proceeded to call her and inform her of the shipping, her items, the total amount and answer any other questions that she may had. We shipped the package and it arrived in perfect condition withing the shipping time estimated on our website. Mis Gretchen then contacted us to complain about a funny smell comming from inside the bag. We are well aware that we exchange/refund our customers for any reason as the return policy says but we are also aware of the fact that new items that come straight from the factory have a particular smell. This is due to the fact that the seems are made by first gluing two tips of material together and then sowing them together. What must have happened with her order is that it came straight from the manufacturing line and they were packed to early which must of caused the smell to engulf the whole of the content of that package as the items were in that package for at least 7-10 days. This is no problem at all as if you simply leave the bag outside to air out the smell disappears in about 2 -4 hours. So we suggested this to Mis Gretchen(as we had this problem in the past and it is easier for the customer than to mail the bag bag to us and pay for the shipping in order to replace the item ). She considered this to be Fraud and before we were even finished resolving her complained she contacted this Website as well as her credit card company. We then proceeded to try to exchange the bag and reach the customer's satisfaction. Once again we were insulted by this customer when we were simply trying to help. She responded very rude over the phone and demanded a refund. We gave her the return address and gave her the refund but Miss Gretchen was complaining again. This was the last email that Mis Gretchen sent to us before we refunded her: "Dear Sir: Yesterday, I received the address in Guangzhou, where your rep. said I should return the Gucci, with which I am VERY displeased. I mailed it today, for a total of $45.50. Most respectible companies include a return mailing slip when shipping items...and the customer pays nothing. The purse was returned Express Mail and I was told it would arrive in China on Mon. Oct. 6th, because the 4th is a Chinese holiday. I was also told by the 7starhandbag rep. that I would receive a credit on our credit card within 48 hrs. of the arrival of the purse in China. Sincerely, Gretchen Maas-Scott" This customer was refunded for all the exact sum for which we charged her and yet she still complains. Transaction ID: 29059177 AuthCode : 0541697 Above is the refund confirmation that we also sent to her. Not exactly sure why this customer is so rude to us merchants as we kept our word to the fullest, we respected everything declared on our website. I DO NOT RECOMMEND that any other merchant accept this customer in the future as she is simply a spoiled brat. Thank you and have a nice day.