Posts: 536
01/05/11 10:46:04 |
I would keep a close eye on the inside of the tail, since it was wet on the inside when you got it (which is terrible, but his photographer probably used the tail for a photoshoot before you got it) keep an eye out for mold, cause if it shipped wet like that these tails need to be dried out...Im concerned it could mold if it was in the shipping box wet for a while. just sayin.
|
Posts: 836
01/05/11 11:58:54 |
Wow. I see there are areas on yours that the paint is really thin or not at all. Your tail looks a lot like mine. I wish I had taken photos when I first got mine and screen capped the measuring like you did. Then I could prove how bad my measuring was too. But Raven knows- she fixed mine!
I guarantee he hadn't started your tail before you sent him an email to explain you were pregnant, and since he knew you were pregnant and wouldn't wear it he probably did sell you an old used one.
Im sorry this happened to you, I had a similar experience. But congrats on the bouncing baby boy 
|
Posts: 573
01/05/11 19:28:57 |
The ankle measurement is probably off due to the monofin circumference, so I wouldn't worry about that one being off, but the rest yes!
|
Posts: 31
01/14/11 06:04:06
|
Hello to everyone,Eric reply my e-mail :
"Manuela,
Please acknowledge that you have received this message. I have written you this message with possible solutions.
Thank you for your business and messages regarding your recent purchase. Thank you for including photos and descriptions of your complaints. This has allowed me to see what you are inquiring about.
I apologize you had a negative experience with our company. We try our hardest to make sure that each and every customer is satisfied with their product purchased from our company.
Congratulations on your pregnancy! Unfortunately I can not offer a refund for the tail. It is company policy that all sales are final, however, once you have your baby I would be happy to alter the tail for you free of charge, just pay for shipping. I will even add an accent color as a bonus add on, just let me know which you would like.
After reading your recent email, I have a few things I would like to answer for you.
Shipping:
Our tails are shipped UPS, USPS, and FedEX. All of our products are shipped with insurance and packaged at a UPS facility. When you purchase our products from our online store and website, shipping and handling is calculated from one of these three companies. Unfortunately, shipping and handling fees outside of the USA are not inexpensive. We have no way to control the shipping companies prices. All packages going to other countries have additional taxes on that package that we have no control of. Depending on the country, taxes will vary if there are any. We can work with a different shipping company for your alterations if you'd like.
Wet:
This was a brand new tail created for you. The tail has never been used before nor been submerged in water. The only thing that I could think of would have be if the package had gotten wet during shipment. If this was the case, the box would have shown water damage. That would have been considered an insurance claim from shipping.
Dirt:
The white powder residue that you are talking about is not dirt. It is a baby powder to keep the tail from sticking. This can be wiped off with a damp cloth. We also recommend using baby powder on the tail when you are storing it after use.
The Tail:
All of our tails and products are hand made. There are going to be imperfections in the scale, tail, and paint designs. This tail was airbrushed with pearlescent green hues to create a wearable piece of art.
The tattered edges that look unfinished to you were photographed on our website when you purchased the product. We recently took this additional option down off of our website and have discontinued offering this option. I can paint the edges if you choose to have it altered or I can send you a small paint kit so that you can fix it yourself.
Top:
All of our tops are made from real sea shells and are hand painted to the customers order, normally to match the tail.
Measurements:
Did you try on the tail or did you just measure it? It is great that you measured it, but trying it on and stretching it out over your body is going to be more accurate. Even using your exact measurements, there are alterations that we make for monofin allowances and such. A tight fitting mermaid tail is a better fitting mermaid tail. Mermaid tails are suppose to fit like a second skin. Therefore our tails typically run smaller for proper fitting. Even with this as the case I do apologize for the apparent miscalculation. There is every possibility that an error was made when converting from centimeters to inches. I would love to fix this for you. Please put the tail on when you can and measure with it on. Please convert the measurements of what needs to be altered before sending. Also, please send pictures of where you would like the alterations so that I can have a visual reference.
I can offer you a couple options
Option 1: I would be willing to refund $10.00 for the tattered edges and a refund of $65.00 for the shell top.
Option 2: As stated before I can send you a paint kit to touch up the edges. You could also use this to paint the string all the way if you'd like, or I can send you more string.
Option 3: Send the tail and top back and I will fix both free of charge and add the bonuses discussed above, just pay shipping.
I really want to thank you for ordering from Mertailor. Please let me know which path you would like to take from here.
All the best,
Eric Ducharme"
What do you think about this mail?
What can I reply?
I don't know the America's judicial laws,but here in Italy;if you sell an item different from the site or wrong without a refund; you make a "swindle in commerce" (you can go in jail or pay a looooot of money).
Sorry for my english… I hope you can understand.
|
Posts: 836
01/14/11 10:26:44 |
Well, I think it's absolutely wonderful that he's making an offer to help out. Honestly, he does state on the website that he wont refund tails, but I think it's excellent he goes through each of your points with you- that is more than many customers have recieved in the past.
I think you should take option 3 once you've had your baby but I would get him to write a formal letter contract so that you can hold him to it after the baby has been born which will be a while from now.
I think it's pretty reasonable that your tail did get wet if the packaging came the way you showed. That's not his fault but it's great he offers to go with someone else for shipping.
I think it's good he's not offering the tattered edge look anymore, since it seemed to cause so many problems.
I honestly think you should take option 3 I think that's more than reasonable, I think he makes valid points, I would just get a contract to be sure he doesn't change his mind in the long run.
|
Posts: 536
01/14/11 10:30:42 |
I agree with Raina
|
Posts: 228
01/14/11 13:00:14 |
I'm so happy to see Eric making such an effort to make his customers happy!
|
Posts: 167
01/14/11 13:07:06 |
Redemption and forgiveness are possible for everyone. No one should be eternally damned. I didn't mean for that to sound like a sermon, but there it is.
|
Posts: 536
01/14/11 13:26:31 |
I too am thrilled hes changing. despite what chris thinks, I want to see people getting good tails and I would like to think that all the negative press might have had an impact on him because if he didn't know he was doing anything wrong he cant know to fix it. that is the point of a bad review.
Like I said in other post it seams hes turning over a new leaf and I'm happy to see him doing what he should have been doing all along.
|
Nim
)
and they'll can play together!
Im SOOOOO sorry this has happened to you, hes such a jerk.
Reply With Quote
Good luck
Bookmarks