fawnandforest's Profile

re: jules_nyc
from: the founder of fawn&forest

My deepest deepest apology. This has been a horrible experience for you & for us. If I have pinpointed your order correctly, this is an item that ships directly from the manufacturer. I just looked over the emails that our customer service has had back & forth with you as well as with the manufacturer.

And I am shocked. Despite our customer service promptly following up with the manufacturer on a regular basis concerning this issue, we received a whole myriad of "answers" from them & none of them conclusive or timely.

We are absolutely NOT trying to fool anyone with our "snazzy" website. We are a team of committed, honest people who are dedicated to offering quality products & wonderful customer service.

Please note: Live Chat is only "live" during regular business hours (9am-5pm PST). You are still able to leave a message on live chat during non-business hours.

Again, my deepest apology for this situation.

--------

re: rgh71
from: the founder of fawn&forest

I am sorry that this order was not dealt with as seamlessly as you would have liked.

We are NOT a shady company. We have responded to your emails & voicemails & refunded you immediately upon your request.

Your order was processed on Monday, May 17th. The manufacturer updated us later in the week that your item was on back-order and would not ship until July. We sufficiently updated you with this information & you requested to cancel the order.

We processed your cancellation & refund within a very reasonable time period. Based on the string of customer service emails & notes, I do not see how you have been trying to cancel this order for 2 weeks.

I understand that it is an upsetting situation to order something & for it to then be on back order. We hate when this happens as well. PLEASE accept our apology.

THAT would actually be wednesday APRIL 7th ;)

Thanks for the post -- we really, really appreciate your feedback.

RE: soirish87. I am really really sorry that you have had a such a sour experience with fawn&forest. Your last order was an isolated freak occurrence (our system not capturing your info correctly) we fixed the cause of this as soon as it happened. Our customer service does it's very best to be vigilant of every customer issue. I know this particular situation was handled with much care, attention and communication, given the odd circumstance. All of the items you have ordered are items that ship directly from the manufacturer (we at times, ship from the manufacturer to the customer so items can be grouped together and/or not be double shipped -- much more environmentally friendly!). Ship dates are always estimates and items at times can ship later than expected due to unforeseen circumstances by the manufacturer. Also, we would have never asked for your CC info through email as we fully understand the security risks, this must have been a misunderstanding. Again, my apology for this situation.

RE: littletimebomb. Thank you for your kind words and I apologize that our customer service has not always met your expectations. Our goal is to exceed your expectations, so we appreciate your feedback on this issue! "Live chat" was added to meet the needs of shoppers with "quick questions" (about products etc) and also to free up our phonelines a bit.

RE: runningwithscissors. Indeed pine is not expensive! But take into account that this item (and many items we offer on f&f) is made by an etsy designer and is not massed produced. Pricepoints on handmade items are generally higher than bigbox/manufactured items because of this ala "support handmade" :)

....also available at fawn&forest!
http://www.fawnandforest.com/designers/231/products

YES! such a wonderful mix of playfulness style.... all items will be available at fawn&forest in september.... <A HREF="http://www.fawnandforest.com/designers/226/products">view dwellstudio here</A> ... until then there is a bunch of the current items on SALE!

We just got the Tubby in at fawn&forest ... and I just hung up the Tubby in the kid's bathroom last night. The main feature for me? It's machine washable (made of neo-prene) as we all know how grimey bath stuff gets.

http://www.fawnandforest.com/categories/24-bath-body/products/1976-skip-hop-tubby-colors

The Moby faucet cover will be in stock soon. Hmm... Boon does have some competition!!

The Teething BonBon is absolutely genius is our best selling item under $20. And does it "work"? Amazingly. I have a 7 month old teething baby myself he loves to chewww on it when the knots are frozen...and slobber on it when it's not frozen.

In our house we call it the "Brotsky" (hey, yo! where's the Brotsky?!) after Tressa Brotsky, the designer brilliant mom who makes them. She also has some other amazing organic products: http://www.fawnandforest.com/designers/101/products