[Tatiana_MED]

The long version of my experience (cont'd):

Before ordering, I inquired about the return policy and was told a full refund would be given for returns within 7 days.

Costume was ordered and paid for (by Visa) on 28 Nov. Costume was delivered to me on 13 Dec (11 business days).

I emailed on Fri Dec 14 (which from BDS’s perspective would be Dec 17, after the weekend) requesting instructions to return costume (did not fit). Reply received 19 Dec (2 days later). Costume was in the mail *next day* on 20 Dec. I included my credit charge date so they could refund to my Visa.

Costume signed for at BDS on 07 Jan. Excluding the stat holidays, this was 9 working days after I sent (faster than I received it).

On 24 Jan, I had still not received a refund, so I emailed to ask where it was. I specifically requested refund to Visa.

Response not received for a week. They asked if I would “like a store credit instead”. I replied that no, I’d like the refund credited to my Visa. 1.5 hours later, I received an automated email telling me that my refund was in a PayPal account.

I emailed back saying that I was very displeased with the fact that they did not credit my Visa as I had requested (several times), and that it took 3 weeks and my action to obtain my refund. I said I would not be shopping with them ever again.

Shahrzad replied stating the following:
- She read through the correspondence and did not see anything about me requesting refund to my Visa. She said if they had received specific instructions, they would have followed them.
- She said that I did not return the costume for over a month.
- They had no problem refunding my money promptly.

I replied to her and explained that refund is normally given same as method of payment unless requested otherwise. I also attached the two emails I had sent Kristi specifically requesting refund to my Visa. I also explained that the note I included with the returned costume had the Visa charge date listed so they could credit my Visa.

I gave her the same info above on when I received the costume and when I returned it. I included the Canada Post tracking information in support of this.

I also explained that my refund was given 19 days after they received the costume, and only after I requested it. Add the 5-7 days for transfer from PayPal to an account (so that I could then transfer it to my Visa), and I did not receive refund to my Visa until 24-26 days after they received the costume. This was not prompt.

And since her response did not at all recognize their mishandling of the refund, I also informed her that I had not received a tracking number (as they told me I would) for the costume when it was shipped from them, even after I requested it via email. And finally, a receipt was also NOT included with the costume, and one was NOT emailed to me when I requested it.

Shahrzad never replied…