An unfair customer complaint!!

Our email conversation below

LAURA - shop owner;

Hi Georgia,

I was just about to fill your order and saw your note regarding a 'square' shaped lampshade. Yes, it will fit any shape or size shade. However, I will need more info from you. A, ' square' lampshade requires 5 measurements in total, (2 for the top, 2 for the bottom & 1 for the height) please view the photo I've attached to this email and let me know.

Now, with all this said, as I look at your measurements and what you say, I'm thinking this is how the measurements would read..........

top 12" x 12"

bottom 12' x 12'

height 6"

Is this correct?

If you have any questions please don't hesitate to email me. I'm always happy to help.
Thanks so much, 
Laura

LAURA AGAIN - shop owner;

Hi Georgia,

No rush, but I just wanted to make sure you received my email I sent on Sept 12th about the measurement confirmation? I need to make sure the following measurements are correct, please advise.

top 12" x 12"

bottom 12' x 12'

height 6"
Thanks!

GEORGIA - customer;

Yes that's correct, its a square shade, thanks, Georgia

GEORGIA - customer;

Hi Laura, Unfortunately the shade covers do not fit my lampshades - I did send you the dimensions but the covers are a bit too small to actually cover the 12" shade length. Please forward me a return shipping label immediately so I can return them. Thanks

LAURA - shop owner;

Hi Georgia,

I'm terribly sorry that the Slip Covers do not fit your shade and I do want to correct this, however, we need to figure out why they don't fit. In the, 'Order' you placed on September 10th, you write in the, Note to seller section,

"Will this fit a square lampshade that is 12"w x 6" high?" - I've attached the invoice to this email to show you.

Then I write two different emails on, September 12th and September 14th making sure that I have the correct Measurements below:

top 12" x 12"

bottom 12' x 12'

height 6"

And you said to me, yes that is correct.

But in your last email you say your shade "height" is 12".

So, with all this said, please let me know if your shade height is, 6" as you confirmed it was or is it, 12".

I hope all this makes sense. I can forward you the emails if you'd like.
Warm regards,
Laura

GEORGIA - customer;

The elastic shows on shade, there's not enough fabric to have the elastic fold over to the inside and it doesn't look good!

LAURA - shop owner;

What is the height of the shade? This could be the reason it doesn't fit and doesn't look good. I'm trying to find out if I received the wrong measurements or is it that I made the Slip Covers too small and if so, I'd be happy to rectify it. Is the shade height 6 or 12"

Can you take a photo of the shade with the Slip Cover on? I would greatly appreciate it.

Thanks so much and again, I will be happy to send you more Slip Covers if it's my fault.
Laura

GEORGIA - customer;

You know I'm trying to be nice about this but you are making it very difficult. Take my word, in my view, the customer, they DON'T fit properly and I want to return them. I may have considered reordering but the way you are handling this has turned me off!! Do I have to make a complaint to Etsy to get this resolved?

LAURA - shop owner;

Hi Georgia,

I'm happy to resolve this, but all I have asked is what the correct measurements were. I'll be happy to make new Slip Covers for you either way so don't worry about that. This is a new product and people are sometimes not sure how to measure or they forget. I never want my customers to be unhappy with my product. Again, I will definitely send you two new ones, I just need to confirm the correct measurements.

are these they?

top 12" x 12"

bottom 12' x 12'

height 12"

And I'll send you two more right away.

I hope this helps you feel better. :o))
Regards,
Laura

LAURA AGAIN shop owner;

Also Georgia,

I'll be happy to throw in a free Slip Cover of your choosing - I'll mail it along with the other two. I hope this also helps to change your experience!! :o))

GEORGIA - customer;

Unfortunately this does NOT resolve the problem. First of all, I don't like forced into something. Secondly our original discussion is NOT acceptable to me. I simply want to return them, send me the info. By the way I sent the correct sizes!!

LAURA - shop owner;

You can just throw the Slip Covers out. They are custom made and I can't reuse them.

GEORGIA - customer;

Sorry to hear that, I want a complete refund to my pay pal account immediately.

LAURA - shop owner;

Yes, of course, It's been done.

So sorry again.
Regards,
Laura

GEORGIA - customer;

Thank you Laura,

Thank you for the immediate response on the refund. I also am sorry that it took so many conversations and frustration for both of us to get this situation resolved. Georgia

LAURA shop owner;

You are very welcome!