Complaints

• Initial Complaint

  11/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  An item in my recent order #TBN709476 placed on 13 OCT 2022, the "Perfect Short Sleeve Harem Jumpsuit - Black", purchased for $39 with discount. After one wash, it started coming apart (cold water, gentle cycle). The stitching came out of the left sleeve. On 15 NOV 2022, I informed Three Birds Nest customer service who responded on 18 NOV 2022 with the following: "Hello ###########, I hope you're having a good week so far! Oh no! We're sorry to hear that. I'm regretful to say the Perfect Short Sleeve Harem Jumpsuit from TBN709476 isn't eligible to be replaced under our damage policy found near the bottom of THIS PAGE. This policy states that if the item you receive is damaged/defective it must be reported within 3 days of receiving, be unworn as well as unwashed. While I'm unable to directly send another, I completely sympathize! This feedback and image has been sent to the product team to review and keep in mind for this product.Thank you for understanding. Please let me know if there's anything I could assist with.Peace + ****************** Service Agent **********************"

  

  Business response

  01/04/2023

  Hi *****,
   
  Thank you for reaching out.
   
  I am happy to explain the decision that we came to with this item. Per the policy stated on our website policy page HERE and FAQ HERE: "If you receive a damaged, missing, or incorrect item please notify us within 3 days of receipt. It is the customers' responsibility to inspect all deliveries within 3 business days of receipt. All damaged items must have tags still attached and be in unworn condition in order to be replaced. Any damages resulting in the customer cutting package with scissors, washing incorrectly, and/or cutting garments, unfortunately, will not be replaced." Also noted on our policy pages and at checkout as well "By purchasing from this site you agree to our policies. If you have any questions regarding our return policy, feel free to email us prior to ordering at ****************************".
   
  We advise customers to inspect their items upon receiving them and reach out if there are any issues. As noted above, we also ask if washed that all items be washed according to the item's care instructions. All of our items on the site, including The Perfect Short Sleeve Harem Jumpsuit, have the instructions to only hand wash and lay flat to dry. We have these care instructions noted in every item's product description which you can view on the item on our site HERE under "Fabric & Care". 
  
  TBN709476 was placed on 10/13 and was delivered to ************************* on 10/24. On 11/15, the customer reached out to us stating "The Perfect Short Sleeve Harem Jumpsuit - Black, is coming apart after one wash (cold water, gentle cycle)". As this was 22 days after receiving the item and it has been washed in a machine instead of hand washed, this item fell outside of our policy. The exact two facts that made it outside of the policy were that it was reported over 3 days after receiving and was washed incorrectly so the damage/defective claim was denied.
   
  We do apologize for the disappointment and the seam coming undone. This was reported to the product team to keep an eye out for with our product team and we have not received other complaints of this nature on this item. 

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