Monogram Hub, Inc.

The customer acquired a promotion and failed to use it for the specified period of time.Acquiring a coupon code from a third party website does not represent that this customer is in business with us. In fact, the customers demand for a 29.99 dollar refund should be directed to that third...

party that sold that coupon code. This was the manager’s recommendation for this customer since it was evident that the customer’s intention was to engage in an interpretation battle for a policy fragment pasted from this third party. Promotions cannot be combined. We explained this several times to this customer.The coupon code is designed to target only the regular priced item. This item cost 99.99, for a certain period of time the code will cover 99.99. If the coupon code is not used by then, it comes down to 29.99 for that very same item.We agree with the customer’s desired settlement. Please contact the deal site that sold you the coupon code and request for refund. We do not have this customers business.

In regards to the issue reported by our customer , [redacted].We have investigated her case thoroughly , and we will proceed and explain why she has not received her order just yet. The customer ordered a product known as the heartbeat necklace. This is a mass produced item , however the...

customer requested the item to be made in sterling silver (a more precious metal of higher value and on that is made to order).The cost for the regular item is 49.99 , the one that was ordered cost 84.99 , this is now a custom build and it requires 2-3 weeks to be finished , as opposed to the first item which is only 2-3 days.We apologize for not getting to the customers email on time. Due to the Holiday rush , we had a large number of emails from our customers that caused a slight increase in our response time.In all efforts to satisfy the customers request , we have already attempted to contact the customer over the phone and yet where not able to reach her.

In response to the customer’s complaint.The order was placed on the [redacted]; In the event that everything is done correctly it would normally take 2-3 weeks for the order to be completed. The customer’s order was placed incomplete; however the customer did provide the information that was...

missing. At that moment we where prioritizing the orders that where due for Valentine’s Day. The customer’s order was placed on a separate list for order that would be processed after the cut of day for this special day. Although the customer qualifies our factual reasons as excuses, This won’t change the fact that we are delayed in this delivery, it is our prerogative to choose whether we inform our customers of what’s happening with their item or not. We believe that it is good customer service to involve the client in the entire process. Our interest remains in satisfying our customer, there is no need to pay for shipping, we will re route the customers items to the address specified. We will issue the item and it will be shipping out tomorrow.As an additional compensation we will be providing a free upgrade for the customer on this item. We will change the Standard link Chain for our heavier longer lasting Rollo chain.Item will ship out tomorrow.

Greetings, We are sorry to hear that [redacted] has had a bad experience with the item that she ordered. We have been interacting with her through email. Her customer service ticket id number is [redacted]. After contacting our distribution center we were able to confirm that...

[redacted] has effectively mishandled and lost the customers package. In response to this disappointing service wehave issued a remake order on behalf of this customer and absorb the rebuild cost. The item shipped out today and it is heading towards her location as this email is being written. Regards ,

We have reached out to our customer in order to make sure that they receive the correct item. Our customer purchased a coupon that was originally for an item that by default is available in a base metal. Our customer selected the option to upgrade to sterling silver. Some how in the process the base...

metal option was delivered to our customer instead of the upgraded option. We really do apologize for this error. We are making every effort to deliver the correct item to our customer.

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:

When I emailed the company to tell them that my second order was also incorrect, I received this reply on Dec **....(after Christmas)[redacted] [redacted], Great morning! I hope you are doing great and getting better!  I haveplaced the replacment order and we are rushing the item through thefactory.  Below you can find your replacment order information. Have a great day and better tomorrow! From: Monogram Hub[redacted] Sent: Monday, December **, 2014 6:19 AM [redacted] [redacted]   *
[redacted]Subject: Re: [#[redacted]] Order statusThankyou[redacted]________________________________________________________...⇄ still have not received the "rush" correction. I am not interested in discounts on other items I want what I ordered for Christmas. And it is now January **, 2015. I also feel I should be compensated for the order that was never received for Christmas! (at least a partial refund) 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,[redacted]

This customer placed her order in 12-**-2015.
Both orders are being produced. Although it is true that we have a turnaround time of 2-3 weeks, the customer failed to read the Christmas cut off disclaimer. All orders placed after November the [redacted] will initiate production after Christmas...

day. We have this message posted on the deal site and on our website for everyone to see. The customer may rest assured that her items will ship out soon.

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:

 Perhaps customer support should reread my complaint. I said I called multiple times, I never claimed to email; if this were a legitimate business they would have a business phone line. I just searched through my emails and never received any email from Monogram Hub besides the initial email confirming the receipt of purchase. Money aside, I stand by my complaint so other people know not to do business with this "business". If there truly was a problem with my payment then an email explaining that situation with an option for an alternative payment method would have been the proper protocol.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

In regards to the issue described by the customer , we would like to disclose the Following :This customer is experiencing technical support related issues , either with the browser or computer that she is currently using , for this reason she has not managed to place her order just yet....

This customer purchased a coupon code from one of our deal site's . This code will ultimately allow her to place an order in our site. This issue requires intervention from either one of our representatives or one of the representatives from the deal site  , unfortunately as we clearly mention on our site , we have an large amount of special request and our customer service department response time is has increased. From what we can gather after a brief analysis of he problem we find no reason why this issue should be addressed though this channel , since this person is not our customer yet , there are no orders placed on our site under this persons name.In full interest to assist this person we have interacted with the deal site on the customers behalf and we have managed to successfully extend the coupon codes expiration date , thus allowing the customer to have more time to ultimately use it. We strongly recommend to this customer to try and place this order from a different computer or a different browser to achieve different results.For future references you may also contact the deal site that sold you the coupon , since they communicate with us through a separate channel and can ultimately extend the coupon codes expiration date as well.regards,

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:Wednesday, June 03, 2015 4:49 PMDear Rolfis Rodriguez, Customer Service ManagerI am glad to see that my case has finally been passed on to a Customer Service Manager.  I am responding to this email regarding YOUR request to me that I should do so.  However, the links below bring me to a self-service Website which at this point, I believe, will not lead to an appropriate resolution to the problem. (I have been directed to this site before -- to no avail  -- in previous correspondence.)Should you really want to resolve this issue, you can give me a call  -- as I have asked your business to do so many times before  -- so that we can work this out.  (You have my Tel. # thru previous correspondence on the above cited case #.) Should you not wish to work this out AGAIN -- given the many opportunities that I have given your firm to do so -- my complaint still stands.  I have not read your response to my complaint to the Revdex.com since  -- when I attempted to open it  -- was completely blank. Awaiting your telephone call,Janis Davidson

In response to the customers complaint. Monogramhub.com is not in business with [redacted]. The customer bought 2 coupon codes from a deal site that will ultimately allow you to place an order with us. The coupons are UN-used. No orders are placed in your behalf with these...

codes. We do not have the means to refund the customers money, because we did not charge the customer any money. The deal site was the one that charged the customer. Clearly this ordering process is too complicated for the customer (and we are legally unable to place this order for the customer since it requires submitting sensitive billing information). If the customer wants to be refunded, we advise the customer to contact the deal-site and ask them for a refund. (They have the customer’s funds not us) They will be more than happy to oblige. At the same time we will appreciate if the customers removes this Revdex.com complaint that has been unjustly filed against us , since the customer has no orders with us or no transactions with our company. If the customer still wants to place your order simply follow the link that our agent has given him during our interactions through our customer support E-mail portal.

This customer is being assisted. We received his response regarding the incorrect item yesterday.Please allow for the representative to reply to your email.This issue must and will be resolved through our customer service channels.Give the representative a chance to respond. The customers email...

arrived yesterday at 12:00PM.The customer will receive a reply today.

We will process the refund as soon as the necklace is back in our possession. We will also pay for the shipment cost as well. We only ask for our customer to please pay for the shipment back to us and to then provide us with the cost for the shipping and tracking number and we will send her a...

payment for that amount without a problem. 
For the record all of our 10K Gold jewelry is authentic. We have been making some changes on our websites that may have led our customer to think that we have removed our 10K Gold jewelry item from our page. You can see the option to upgrade to 10K Gold on the metal selection drop down menu. 
With respect to informing our customer that she can keep the item. The representative that assisted our customer failed to inform the [redacted] that the order was for a 10K Gold necklace. In good faith the [redacted] wanted to make things right for the customer and offered the customer to remain with the necklace under the impression that it was a sterling silver necklace not a 10K Gold necklace. 
Moving forward we will do everything that is necessary to make things right with our customer and honor her refund request.

The worst customer service experience I've ever encountered!!

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.
Sincerely,
[redacted]

DON'T shop here. I never received my order. The tracking number on the order was invalid. They have a phone number but don't return calls and there is no response to emails which is the suggested form of contact.

I regards to the issue described by our customer [redacted].The customer ordered on December the [redacted] and we delivered on the [redacted]. There was clear evidence that the item was damaged during shipping . The item contains a laser engraved Plate that has a design in the center.  The...

customer claims to being ignored by our customer service department , when we are in fact interacting with her and offering multiple options to make up for the items state after shipping through our customer service portal. Despite the fact that we have made multiple attempts to communicate to our customers that due to the holiday rush our customer service response time has increased , we responded to this customer 3 days after she received her item, so far we have offered to send a preview of the monogram that the customer is going to get so she can approve of it , once it is approved we are going to remake the bracelet for the customer and she doesn't need to return the original . The customer may keep the bracelet , approve the art for the new style and once she does we will ship it express and at no cost for the customer.In terms of issuing a full refund for the item , we would like to inform the customer the following : The item that was purchased is custom made , personalized and unique and before the purchase was made  , every customer must acknowledge that all sales are final. That being said we would never expect anyone to be ok with paying for something and not liking it , therefore we are more that whiling to re-issue the item to ensure customer satisfaction.At the moment we are currently awaiting a response from the customer in terms of our initial offer. This customer has not being abandoned or ignored by our customer service team in any way shape or form. This items are handmade and personalized It would only be fair if we are allowed rectify the issue be building and item that fits the customers need.

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.This is amazing, but I just had my post lady knock on my door, 6:40 pm and deliver the...

monogramhub.com necklaces!!You can cancel my complaint.Thank you!
Sincerely,
[redacted]

We have already reached out to this customer directly.
We have expedited her order and we have also issued
another order containing a compensation gift for this terrible set back.

We have contacted the customer over the phone and reached and agreement.