Monogram Hub, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.However, there was no communication that my order could take longer than the 2-3 week shipping period mentioned in their response (see below) nor does it excuse or explain the lack of response after my multiple inquires."This email is to confirm the receipt of your recent order from MonogramHub.com. Please keep in mind that for personalized orders the estimated shipping time is 2-3 weeks."
Sincerely, [redacted]

This a response to the complaint filed by customer [redacted]. The email that was sent was issued for all customers that had billing related discrepancies with their order. We will now provide a brief timeline-The customer placed an order on 6/**/2016.-We were unable to charge the customer for...

this order.-We emailed the customer reporting this issue.-No response was received.-We continued to email periodically until we received answer on 9-**-2016-The customer Paid and the order was sent to production After that we sent another email notification blast. It had this message in the bottom: “Please disregard this message if this was already addressed or resolved” If the customer received an email requesting for funds to be collected she needs to disregard since she already interacted previously with our customer service department. Now the payment was successful, the customer’s order will be out soon.We hope this clarifies everything.If the customers has any questions or doubts about this , they can always email us at [redacted] .We are responding all emails within 24-48 hours.

We are responding to our customer’s complaint.The customer placed an order; this order was shipped on December the [redacted]. We received an email from the customer on the [redacted]. By the time we had a chance to respond it was December [redacted] barely 6 days after the item shipped. The shipping method use to...

send out this item does not have a tracking number.  This shipping method normally takes 5-10 business days it may take longer during the holidays.6 business days are not enough to determine that item was lost in the mail. Clearly something when wrong during shipping, since it is now January the [redacted] and the customer still has not received her item. May the customer rest assured that we will be assuming the loss of this item, we will remake it in an expedite fashion, we will also send the customer an additional gift as compensation for this terrible experience. A manager attempted to contact the customer today in an effort to reassure the customer of this resolution; unfortunately we had no luck in reaching [redacted].We will be sending this response to the customer via email as well.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved.[redacted] has refunded me my purchase through them so I do not have this voucher to give. I did use it and saw the amount as zero but was billed the full amount anyway. Because of the late responses, I was not able to get in contact with anyone about this in a timely manner. Because [redacted] did reply within 24 hours, as per their policy they gave me a full refund for the code. I am now stuck between. I am out of 99.99 dollars. I tried to contact the company to tell them of this problem, perhaps it was a glitch, perhaps the code failed at the last moment, I truly gave them the benefit of the doubt. Now because they did not look into the situation, I am told I will receive a product for way more than I had originally budgeted for, whether I want it or not. I am hardly the first person to have this complain as I found out after researching reviews and seeing countless customers with the same issue. This is clearly a common issue that keeps repeating itself. I remain dissatisfied with their costumer service and forcing me to pay for a product I do not want from a company I do not want to business with, now or ever. The customer service response has been the worst I have ever dealt with, that includes my dealings with international companies from around the world. The customer is in fact not listened to, appreciated or even responded to (unless you keep sending pleading messages for some sort of communication), you are merely someone they can take money from and that is not what I imagine business to be in America. I have been forward about what would resolve this issue: a refund. Anything less will not be considered resolved in my eyes. Thank you.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,[redacted]

The terms and conditions are available to all customers before a purchase is made. Shipping methods and speeds will be reserved to monogram hub Inc’s discretion and operational requirements. These charges can also be revised at our checkout section. We are attempting to reach out to this customer...

over the phone to converse regarding this particular topic. We are calling the registered daytime phone. We ask the customers to please provide a good time for a manager to contact her.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

dear monogram hub staff,  I am simply keeping Revdex.com informed.  The updates the send me are more timely.  If you can respond to there's immediately, same should go with responses to my emails, right?  I just would like to keep it opened until receiving my full refund.  Since you note that you miscommunicated, I feel it's important to have clear communication from me.  I've seen all of your responses just as you have seen mine .thanks!!
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Terrible product, horrible smell of leather journal and imprint looked incomplete. Unable to do anything other than online chat, money wasted. Will never use this company again!!!!!!!

We already
responded to this customer via email.
We provided
a return label for all items to be returned and for the customer to be
refunded.

In response to the customers complaint. The item was ordered on December the [redacted] well pass our Christmas cutoff date. Due to some technical difficulties with our email systems we lost communication for a short period of time with our customers at the beginning of January, this delayed both our...

services and our response time. The customers item was built and shipped, we have also sent the customer a tracking number that proves that we did just that.The package is being held by the [redacted] facility in [redacted]. They have recently started moving packages again because of a terrible snow storm that affected the area.We are terribly sorry that the customer feels like the whole transaction is a scam, we hope the customer understands that sometimes situations can affect 3rd party services and delay deadlines.WE are prepared to compensate this customer for this set back if he chooses to continue to do business with us. All the customer needs to do is simply reply to the email that we have sent today and we will provide the necessary fulfillments to turn him into a satisfied customer.

We are responding to our customer’s complaint.
The customer placed an order; this order was shipped on December the [redacted]. We received an email from the customer on the [redacted]. By the time we had a chance to respond it was December [redacted] barely 6 days after the item shipped. The shipping method...

use to send out this item does not have a tracking number.  This shipping method normally takes 5-10 business days it may take longer during the holidays.6 business days are not enough to determine that item was lost in the mail. Clearly something when wrong during shipping, since it is now January the [redacted] and the customer still has not received her item. May the customer rest assured that we will be assuming the loss of this item, we will remake it in an expedite fashion, we will also send the customer an additional gift as compensation for this terrible experience.
A manager attempted to contact the customer today in an effort to reassure the customer of this resolution; unfortunately we had no luck in reaching [redacted].
We will be sending this response to the customer via email as well.

I would like to confirm that we have investigated the issue and determined that there was a mistake on our part in terms of the coupon that customer was given. This coupon code only covers a 7/8 pendant size monogram and that is what is creating the 55 dollar difference.  Since we failed to...

provide this information correctly and replied to the customer in delay , we have issued an expedited remake order in the customers behalf with the initials [redacted] to be printed in 1.25 pendant size free of charge.Also the customer may keep the one that we have sent initially. Our goal truly is, to maintain customer satisfaction , and we will achieve this goal thanks to the feedback provided by our customers .In reference to this particular claim , we would also like to confirm that we have indeed been interacting with the customer. This reached an escalation point , and manager intervention took longer than the ETA that was given to the customer.The new order number was given to the customer via email. For security purposes this number will no be displayed here.The new order was issued on 11-**-2014.regards,

All items where shipped on the [redacted] of march . We have attached pictures of the tracking information that was emailed to the customer.All personalized orders need 2-3 weeks in order for them to be completed.We need this customer to be patient and allow the necessary time to pass. All items are in...

route.

Responding to the customers complains.The customer inquires about 3 orders. 2 on October the [redacted] and 1 on November [redacted].The one on November the [redacted] was built and shipped according to the forecast times.The other order did not. They took longer to be built and where shipped in delay.There is no...

money back guarantee on shipping charges for delayed orders.  We provided a 2-3 week time frame for orders to be completed.Coupon promotions have different limitations, charges and coverage’s. On this customer’s particular case, the promotions selected by the customer do not cover shipping. The fact that a customer decides to purchase multiple coupon codes for multiple items going to the same location does not and will not consolidate shipping. The charges will still be required. In the event that these items are built at the same time, It will be at monogramhub.com’s discretion to ship these items together if they are going to the same address. In the event that these addresses are different then of course the items are shipped separately. The items were built, shipped and delivered to the appropriate recipient.Clearly the customer is not satisfied since the items were sent on delay. This warrants compensation but not a full refund since the customer has already received the jewelry. We will not be granting the customer’s request to refund the entire shipping cost , for this to happen all items must be returned to our facilities then the entire transaction will be terminated and canceled.We are willing to provide other means of compensation if the customer is interested.And here it is :We have multiple options on our website, items that are more expensive and that are currently not on any special sale , offers or promotions . We are willing to provide the customer with an 85% off coupon code. As opposed to the one that the customer used, this code is not limited to 1 item. This code can be used with any non-sale item or regular priced item on our site.If the customer is interested we will have a manager reach out to him and fulfill this offer.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
 
I filed a complaint on MonogramHub (ID#[redacted]) several weeks ago. Their response to you was they were mailing my item I purchased December [redacted] on January [redacted]. I still have not received that necklace that was supposed to be a christmas present for my mom. If you could please look into this that would be great. I just want the necklace I ordered for my mom. Thanks so much for your help. [redacted]
 
 **

Responding to the customer’s complaint.We reached out to the customer over the phone. We explained the whole situation.The customer’s order goes out today. It we placed the order for the customer on the [redacted].The agent failed to provide confirmation and this is why the customer was worried over the...

fact that nothing was done. Rest assured your order will arrive soon.

In response to the customers complaint.
This
customer is not in business with us. Please contact the deal site that sold you
the promo code and request for a refund. They will proceed and re-inverse you .  
The item that the customer is trying to
order is...

available and it is working perfectly fine.The customer may be experiencing technical support related issues on her web browser.Please
contact the deal site that you used to buy that code and have them refund you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
[redacted] 
[redacted]
[redacted]
[redacted]Product was finally received.  I didn't see how I could update my messages with that information.
Sincerely,
[redacted]

In reference to the issue reported by our customer [redacted] .We would like to report that in fact we have been interacting with her back and forward with this issue. We would also like to point out that in ([redacted], ** Aug at [redacted])about 4 months ago , the customer acknowledged the...

fact that her response was  (Quote) ''extremely late'' which partially discharges our customer service department of the delayed times that where experienced in this issue.The customer did in fact return the rejected customized piece back to us . Unfortunately , since the response came in delay our system automatically closes ticket that do not have an interaction for an X period of time , that plus the holly-day peak season , caused our customer service team to overlook this issue.For this we are responsible , and in a full effort to resolve this issue in a manner that the customer would approve , we have issued and expedited rebuild order on behalf of this customer with the approved design that we showed her back then on our email samples. We will proceed immediately and we will try to get the item before Christmas.

In response to the customer’s complaint: The customer emailed 5 days ago. The customer service department works from Monday to Friday as stated in our website and auto-email replies. We responded to the customer 3 hours ago before we even noticed this Revdex.com complaint. The response was given to...

the customer under ticket number [redacted]. We advise the customer to please check the spam folder of his email address.The reason why the customer was charged the extra 30.00 dollars was due to the fact that he selected Priority mail Express shipping. This shipping method is an upgraded shipping method that has an extra cost and that is why the charge was issued.It is not [redacted]’s intention to overcharge any customer .This issue could have been easily resolved by simply changing the shipping method selected by the customer and then refunding the 30.00 dollars that where charged. This would have been done today if the customer would have provided enough time for the customer service department to respond to his email.The customer was already refunded through a 3rd complaint escalation channel issued by [redacted] here is the confirmation number: [redacted] The shipping method was returned to the standard shipping method.We advise the customer to please inspect the check out section in the cart before proceeding to payout in all online transactions to avoid these terrible experiences in the future.The cart check out summary is located on far right of the screen, next to the billing information.We hope that this explanation shares enough light on this issue and clarifies all details revolving this event.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This is not acceptable.1) The order mentioned from November * is totally separate
and not part of this discussion. There are three orders from October **, not
two.2) Yes, you provide 2-3 weeks for shipping and my original
inquiry was not until this 3 week window had ended. There was never any
notification of longer shipping requirements because of the promotion.3) I never wanted or asked for shipping to be consolidated
as they have stated.The orders were not received until 5 1/2 weeks after the
original order. The promised shipping is 2-3 weeks.
I will not accept a coupon which will end in this company
receiving more money from me. I simply want a refund for the three payments of
$4.95 for shipping for my three orders. This comes to a total of $14.85 and can
be reimbursed to the card that was charged either in one payment or in three
separate payments.
Finally, I am not a male. I am female. Do not assume.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]