Response from the owner - 5 months ago
This is Austin, I oversee operations for TheInsoleStore.com. Let me address each of your points in turn.
First, ******* is *******'s real name. She works out of our customer service center in the United States, is very sweet, and works hard to provide you with the information she is has available to her. It seems very unfair of you to insinuate that she is using a false name or is not American simply because you were not satisfied by her responses to your questions. Further, it is our policy that, should a representative not have certain information readily available to them (as you indicate the case was), they attempt to connect with our Customer Service Manager, ******* who can provide them with all of that information. I have on record that when ******* reached out to ****** to provide you with additional, more detailed information, you disconnected your chat. We attempted to provide you with all of the information you could ever want to know; our President, *****, even attempted to contact you personally to answer any questions you had, even after you had spoken with *******. We simply cannot provide you with information if you refuse to even hear us out.
Second, regarding your return, you have the numbers backwards. Your refund will come to $38.82 for the return of your sandals. As our website clearly states, and as ******* attempted to explain to you, we only deduct the actual shipping cost of your order and a $3.00 processing fee from any return we receive. Because we attempt to provide you (and all of our customers) with high-quality, name-brand products at lower-than-retail pricing, we unfortunately are unable to provide you with free returns (as you might see at other higher-priced retailers). To state that we will *charge* you $38.82 for the return of your sandals is, simply put, false.
Further, in an attempt to provide you with the right product for you, we offer free exchanges. We recognize that not every purchase will work for our customers, and we want to make it as simple as we can to help you find the right product. Because of this, we chose to not charge any processing or shipping fees for exchange requests. If you truly wish to switch to another pair, we are more than willing to help with as little hassle to you as we can manage.
Your review is blatently incorrect.