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Kendall L.

  • 1 Review
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Experience: Clothing & Fashion

Member since February 2018

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1 Review by Kendall

2/1/18
I ordered a dress from deloom and had a series of frustrating experiences. First, after ordering, shipping was said to take a maximum of 9 days. After 16 days, I emailed them and they then proceeded to send me the UPS tracking ID. I get that for small boutiques, shipping can take longer. My first tip for them to improve service: send the tracking ID WITH the confirmation. Next, I decided to return the dress, and in order to return you have to email them that you want to do so. Had to email them 3 times before I got a response. Then, I had to mail the dress back (also an annoying $12 in shipping, but I saw that coming). Over 2 weeks after my UPS tracking number showed that the dress return had been delivered, I still had received no notice of my confirmed return nor a refund/store credit. Only after I emailed Melissa AGAIN did I receive the refund. The most annoying and unprofessional part of this whole experience was that after every issue, and I've seen this on multiple reviews, Melissa says that one of her employees "left a note on your order - did she reach out to you?" I have no idea what "note" system these people are using, but it's clearly not working. Try emailing. Melissa, this is clearly not a one-time problem, and needs to be fixed in order to improve your business. My issue is that there were so many recurring problems that were only addressed after I repeatedly reached out. The clothes are cute and Melissa is nice (if you can get a hold of her), and I respect small businesses. I just personally would not recommend entrusting deloom with your money.
melissar25
Melissa R. – deloom Rep
Hi Kendall, I’m truly sorry you had a frustrating experience. I addressed your issue with Megan and will make sure we do better going forward. As stated previously, order confirmations and shipping notifications are separate emails. We cannot include shipping info in your order confirmation. If you somehow missed the email, I’m happy to resend it. The notes you are referring to is in reference to your return and specifically the shop credit. As listed on our return page, "Regular sale items and purchases using a code may be returned for store credit/exchange only." You used the MONDAY code for 30% off. Megan did process your return according to our return policy, and within the time stated. However, after hearing of your experience, I issued a full refund back to the original form of payment. This was done as a one-time courtesy. I’m sorry I had to cancel the shop credit, but we cannot do both the refund and shop credit. I'm truly sorry you weren't 100% pleased. If there’s anything else I can assist you with, please reach out to me - melissa@deloom.com and I’ll be happy to help!! ❤️ Melissa

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