Peças diferentes das fotos e falta de suporte para devolução

Olá, Ivy.

Lamentamos que sua experiência não tenha atendido às expectativas e gostaríamos de esclarecer alguns pontos da manifestação.

Nosso atendimento permanece disponível e já houve comunicação e orientações relacionadas à sua solicitação de devolução. Inclusive, há histórico de atendimento e de procedimento de devolução realizado anteriormente.

Sobre a alternativa de 25% mencionada, trata-se de uma opção oferecida ao cliente como possibilidade de solução sem a necessidade de devolução da peça, não sendo uma imposição e nem impedindo a solicitação de devolução quando esta estiver dentro das condições aplicáveis.

Quanto às características das peças recebidas, estamos disponíveis para analisar qualquer divergência relatada e os respectivos registros apresentados pela cliente.

Reforçamos que permanecemos disponíveis para tratar a situação pelos nossos canais oficiais e prestar todos os esclarecimentos necessários até a conclusão do atendimento.

Atenciosamente,
Equipe 4 Seasons Boutique

MENTIRA

Thu, 5 Mar at 18:34
always respond in English.

Yes, they are. Check your size on the size chart
yes
Thu, 12 Mar at 17:06
I don't know how to inform you, but the address was not edited, this part is filled in only by the customer
Mon, 16 Mar at 9:59
Tue, 17 Mar at 10:25
write as an email
Tue, 17 Mar at 17:30
Wed, 18 Mar at 11:58
let's do it
Mon, 23 Mar at 11:21
we are arranging the reshipment, the tracking code will be updated this week
Fri, 27 Mar at 10:59
we did not receive an email contact, and the only way to get a refund is by returning the product.
Fri, 27 Mar at 12:30
we will refund her without needing a return, if she withdraws the complaint
Fri, 27 Mar at 14:21
unfortunately we cannot do it this way, because at the moment the dispute is open, we cannot change the order
Fri, 27 Mar at 15:39
explain that this is negative for the store and we would like to resolve it directly with her
Mon, 30 Mar at 9:39
rewrite
Mon, 6 Apr at 14:42
Wed, 8 Apr at 13:38
here is the tracking
Fri, 10 Apr at 11:00
I await your return
the customer bought 2 and we are trying to talk but the customer does not respond
Wed, 15 Apr at 10:39
ask the customer what happened
Mon, 20 Apr at 18:02
Tue, 21 Apr at 12:21
Thu, 30 Apr at 10:22
explain that the return is the customer's responsibility, as well as the payment of any fees derived from the return
Thu, 30 Apr at 11:56
Thu, 30 Apr at 14:14
we don't pay for shipping and we don't have an address in London for delivery. what we can do is that she keeps the product and we refund 30% without her returning it. it's this or return to the address we provide
Tue, 5 May at 9:42
wendy pink is sold out, can we change the color?
Tue, 5 May at 10:43
adjust, customer got the refund but needs to return the product or pay for it
already received the product
Tue, 5 May at 12:23
Fri, 8 May at 15:42
Wed, 13 May at 13:32
the alternative would be for her to pass it on to a relative/friend
Thu, 14 May at 10:05
we are awaiting the return evaluation and will contact you
address changed
Mon, 18 May at 16:50
got the refund and didn't return, I need her to return or pay
we haven't received it
Tue, 19 May at 13:26
already received as per tracking code
received! I will send the tracking code too and I need a response
we have the information on the website. what does she intend to do? keep the product without paying?
Wed, 20 May at 16:26
as I said several times, we don't have it
Fri, 22 May at 17:54
which one
https://www.4seasonsboutique.com/pages/rastreio?_pos=1&_sid=64a5d03b4&_ss=r
follow on the website

code:
Wed, 1 Jul at 10:08
Wed, 1 Jul at 17:31
wait
explain that the bank does this with everyone, as a warning
Thu, 2 Jul at 14:58
wait
Fri, 3 Jul at 11:19
explain that we had already started the shipping process and therefore it was not possible to cancel, but we created the COUPON: RENATA with the amount charged to her for the fees, so she can use it on the website
Fri, 3 Jul at 15:48
Mon, 6 Jul at 16:10
2 to 4 weeks but in your region it's usually faster
Tue, 7 Jul at 10:28
update depends on the carrier, wait
wait, delivery time of 2 to 4 weeks after shipping
Thu, 9 Jul at 10:06
Thu, 9 Jul at 13:45
use as a model too:

Hello, Ingrid. Good afternoon!

It is a huge pleasure to have you as a customer!

We fully understand your dissatisfaction and apologize for the inconvenience.

In response to your notification, we have opened a case in our customer service channel regarding the protocol and ask that you contact customer service via email in case of doubts: [email protected]

All relevant information will be processed and forwarded.

Thank you in advance for your understanding and we remain at your disposal.

Sincerely,

4Seasons Team.
Fri, 10 Jul at 11:40
Mon, 13 Jul at 13:07
respond to the customer that the return deadline is 24 business hours, there was no need to open the complaint and that we will assist her. Ask her to remove the complaint

Offer cashback first or a 25% refund
Mon, 13 Jul at 15:01
order already shipped, wait
Ask if she doesn't want cashback on the interest and to buy another product
Mon, 13 Jul at 18:02
Tue, 14 Jul at 12:07
respond to procon
change to: customer pays for shipping, since the first shipment was on us, the purchase one
Tue, 14 Jul at 15:02
yes it was
Wed, 15 Jul at 16:42
respond that we checked that there was an error in shipping, we contacted the carrier and were informed that they have already made a new shipment, we will send the code in the next few days
we are checking with the responsible company for delivery
Thu, 16 Jul at 9:47
Fri, 17 Jul at 16:45
Mon, 20 Jul at 16:19
as informed on the website
it's late but from what I see it's in transit
Wed, 22 Jul at 12:54
product not available, we have already requested a refund for the purchase
Wed, 22 Jul at 16:15
the products are imported from Asia and Europe
Thu, 23 Jul at 11:12
past the deadline set by the consumer code, she received it on 07/13
Thu, 23 Jul at 17:35
try to explain that if she paid in installments there are interest charges, so we don't have cancellations
Fri, 24 Jul at 11:14
when she selects the installment, it already appears with the final price
in transit, the next update will be by the post office at customs
Mon, 27 Jul at 12:12
Mon, 27 Jul at 14:43
received, refund period is 30 days
installments have interest
online only
sold out and we refunded
what does the fabric seem like?
and this one
Mon, 27 Jul at 18:38
which one
fabric?
Tue, 28 Jul at 14:20
on the way and on time
we are checking and will get back to you
installment interest
service is Monday to Friday, as it was for you. rude
received on 07/10, past the deadline
in transit, I will send the tracking image.
explain to her gently that the product has already been dispatched and is on its way, after receiving it she can contact us and we will start the entire return and refund process
explain that everything was done correctly, only her cpf is informed for shipping, as required by the post office
talk about the deadline
Tue, 28 Jul at 15:57
we only work with free shipping, she can check this on the website
Wed, 29 Jul at 15:15
understand what happened
imported products, our headquarters is in Belo Horizonte MG
Thu, 30 Jul at 15:27
inform that contact must be made here to start the procedure, but we made an exception and she can choose between the two options below
lie, proof
she already contested the purchase with the bank
Mon, 3 Aug at 16:02
what fabric?
Mon, 3 Aug at 18:43
ask her to contact us
inform that we changed suppliers and can send the correct model for exchange
past the deadline, received on the 22nd
I requested reshipment, in the next few days there will be new tracking
we informed the official channel and she did not contact us, we did, please respond
no
we requested a new shipment, in the next few days you will receive the tracking
Mon, 3 Aug at 20:25
it goes directly from the factory to the consumer
Tue, 4 Aug at 9:45
not the exact date
Tue, 4 Aug at 17:33
what fabric
Tue, 4 Aug at 19:17
I will attach the tracking
we are already in contact
Wed, 5 Aug at 16:17
as soon as the department receives the return, we will contact you
we have a new supplier and can send the correct model. she will need to return the wrong one and send photos
it was returned due to an inconsistency in shipping, I already requested a new shipment
you can trust the chart, small production
we don't pay
Wed, 5 Aug at 17:53
everything double for you
Thu, 6 Aug at 18:55
that text about reshipment
we will check and get back to you
Sun, 9 Aug at 15:51
we are already talking and she has already received the instructions for return and refund
Mon, 10 Aug at 17:33
no, maximum deadline
it came back and we had to resend it
received on 07/24
we will resend
no
Tuesday 18:32
what fabric
Wednesday 12:14
received on the 3rd
Wednesday 14:38
Wednesday 16:43
Thursday 15:23
I sent the address and other information, she can return it if she wants
Thursday 17:52
Friday 10:37
received on 07/30
Friday 17:27
received on 08/04
https://global.cainiao.com/newDetail.htm?mailNoList=NN336865917BR&otherMailNoList= here is the tracking

and she did not contact us before complaining, inform the delivery time
yesterday 17:29
wait and follow on the website

https://www.4seasonsboutique.com/pages/rastreio
wait
received on 08/07
we haven't received it yet
after receiving the product, contact us
as soon as the department provides us with the information of correct receipt of the merchandise, we will follow the process
received on 08/02. explain that there will be no refund and that if she wants the product back it is available, just send a shipping code and we will return it
rewrite for a stupid person
today 9:17

At this point, it's not worth discussing the threat of Procon or trying to refute the origin of the pieces if it's not clearly documented. Just reply that she can appeal to the agency and that you will provide the service records.

Hello.

We understand your statement and respect your decision to seek Procon or another consumer defense agency that you deem appropriate.

If a formal request is made, the company will present the service history, order details, delivery date, communications made, and other information related to the case, so that the situation can be analyzed by the competent channels.

Regarding the return request, we maintain the clarifications previously provided, considering the dates recorded in the order and in the service.

We remain available through our official channels for any additional clarifications.

Sincerely,
4 Seasons Boutique Team

ivy filed a complaint with procon



Yes, and here a very important detail appeared: in the Procon record itself, delivery is stated as 08/02/2026 and withdrawal/cancellation as 08/06/2026. That is, according to the documentation shown, the withdrawal notification occurred within 7 days. The shipment on 12/08 is a subsequent step.

So I wouldn't argue in Procon that she requested it outside the deadline, because the document shown contradicts this thesis. It's better to respond with the facts and separate the date of the request from the date of shipment.

Suggested response:

In response to the complaint filed by consumer Ivy Unruh, we clarify the following:

According to the records presented, the order was delivered on 08/02/2026, with the consumer expressing her intention to return on 08/06/2026. Subsequently, the merchandise was posted by the consumer on 12/08/2026.

We emphasize that the consumer had previously carried out another return procedure with the company, having therefore previously received information related to the channels and procedures used for returns.

The company also maintained communication with the consumer during the service, providing guidance regarding the request.

Given the formal complaint and considering the dates in the presented records, the company will conduct a new administrative analysis of the case, including regarding the receipt of the returned merchandise and the conditions for concluding the request.

After this review, the consumer will be formally notified about the adopted solution.

The company remains available to this agency to present the service records, communications, receipts, and other documents pertinent to the case.

Sincerely,
4 Seasons Boutique

And there's another point: I wouldn't say now that there will be no refund in the defense. With this document registering the withdrawal on 08/06, this statement could weaken the defense. Here it's better to work with documentation and chronology, not confrontation.

today 11:10
ivy's response on reclame aqui

Since she only responded LIE, I wouldn't get into a shouting match. On Reclame Aqui, the response is public; you also need to convince those who will read it later.

I would respond like this:

Hello, Ivy.

We respect your statement, but we do not agree with the assertion that the information provided by the company is false.

Our responses are based on order records, delivery dates, contact history, and communications maintained during the service. If there is a discrepancy regarding any specific information, we are available to confront it with the respective records and proof.

Furthermore, given the information presented, the case is being handled considering the entire documentary history, not just isolated messages.

As the issue has also been forwarded to Procon, we will present the pertinent records and documents to the competent body for an objective analysis of the situation.

We remain available to resolve the demand through the appropriate channels.

Sincerely,
4 Seasons Boutique Team

Prezada equipe da For Seasons Boutique,
Em resposta ao e-mail enviado, venho formalmente contestar a recusa do processamento do meu reembolso pelas razões expostas a seguir:
1. Independência das compras: Juridicamente, cada transação comercial e contrato de compra e venda é único e independente. O fato de ter realizado uma devolução anterior não vincula esta nova transação, tampouco cria para mim a obrigação de guardar procedimentos passados sem que fossem fornecidas as instruções e autorizações específicas para este pedido.
2. Autorização de postagem dentro do prazo: A autorização/orientação oficial de postagem para este pedido específico foi emitida e enviada por vocês somente no dia 06/08/2026.
3. Cumprimento do prazo legal: A postagem do produto foi realizada em 12/08/2026, ou seja, meros 6 dias após o recebimento da autorização expressa da loja. O envio ocorreu dentro do prazo legal de 7 dias (art. 49 do Código de Defesa do Consumidor - CDC), contado a partir da efetiva disponibilização/orientação para a devolução deste item.
A alegação de que eu deveria "já saber" o procedimento com base em histórico passado viola os deveres anexos da boa-fé objetiva, em especial o direito à informação clara e adequada garantido pelo art. 6, III, do CDC.
Portanto, a postagem foi plenamente tempestiva e regular. Solicito o imediato processamento e estorno do valor pago, nos termos da lei.
Caso mantenham a recusa, adotarei as medidas cabíveis junto aos órgãos de proteção ao consumidor (Procon e Consumidor.gov, já acionados) e na esfera judicial caso insistam na negativa.
Aguardo a confirmação do reembolso.
Atenciosamente,
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