PopSockets LLC

The customer was correct that she placed an order that was not received.It appears there was an error because we changed our systems and the customer placed an order using a product that was in her cart before the change took place.There was an initial authorization for the purchase which appears as a hold to the customerBecause the order was not shipped, the hold was released and the customer was not charged.In regards to the emails that were not responded to, we have no history of emails from the customer.We have issued a coupon for free product so that the customer may place a new order

We have been in contact with popsockets.co.uk.They have confirmed that the customer has been refunded in full.We apologize for the inconvenience and hope that the customer is satisfied with the resultsWarmest,PopSockets

Customer was correct, we replied promptly but she did not receive responses after Saturday.Due to technical issues, customer service was flooded with over 3k emails on SaturdayThey have been working night and day to resolve them and this customer's open request was amongst the ones we have been working diligently to rectify.We apologize for the inconvenience this has caused, we hope the customer can understand the situation.Customer has been provided a new coupon code that will offer her free product and free shipping

Since this complaint, the customer's shipping costs have been refundedWe do ask that customer's wait the 3-business day fulfillment period before their order ships regardless of the shipping methodThe customer's order was shipped on the 14th (three days after they ordered) and arrived in the timeframe that [redacted] guaranteesOur system isn't showing any emails from the customer's email ( [redacted] ) so it's possible that they emailed [redacted] which is no longer in service for incoming emails as we have implemented a help center on our website for all issues that need resolvedWe apologize for the delays and the confusion

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 Sincerely, [redacted]

We are disappointed by the customer's rejection.The claim was for $that the customer assumed she was charged for however we have NO ability to charge a customer's credit card.We received emails within a minute timeframe and when our chat option went live at 9am MST we were able to assist immediately.We are unsure how we can alleviate the customer's distress but we are welcome to help however we can.In the meantime, we have reshipped the customer's order to the different address as they requested

Complaint: ***
I am rejecting this response because: THIS HAS BEEN A NIGHT MARE FROM THE MINUTE THEY GOT PAIDI use the live chat and they were confused and I called and they were confused, I use social media and they lied to me.I am sure I will not see any product show up as they seem to be easily confusedI am just upset that I have now lost dollars that I can not afford, that may not seem much to you but I was just trying to give my granddaughter what she wanted for ChristmasMy fault to use a online store that is so newAND also it should not be a big deal to correct the mailing address why do they keep bring that upif it that hard to do then do not run an online store.
Sincerely
*** ***

Since the complaint, the customer has received their orderThe email they tried to contact is not longer in service as we have implemented a new ticketing system in our help centerShipping times and information about a new help center system are all posted on our website and in our campaign
emails

Situation has been handled internally by our Brand Protection team.*** account has been reinstated and "customer" has been put in contact with our Canadian attorneys

Customer accidentally requested the wrong replacement piece which was promptly shipped without questionWhen the customer contacted us regarding the incorrect piece, we offered to ship the correct pieceWe asked for the original piece to be returned to us which is within our rights as stated in
our terms and conditionsThe customer preferred not to return the original piece because this would entail incurring the cost of shippingAlthough it is outside our policy, we will be shipping the customer a full unit without requiring the return of the original piece that was sentWe apologize for any miscommunication in this regardWe are also reevaluating our general policies in light of this incident to make room for reasonable exceptions to our policies concerning the return of products

Complaint: ***
I am rejecting this response because:Frankly, I didn't make up the email address I used to correspond with the company. I used the email address that was posted on their website and the one listed on ***. Also, if the email address I used was invalid, how was the company able to respond to that email after the Revdex.com complaint was made to tell me I used the wrong one? I find that very funny that the only correspondence I received was after the Revdex.com complaint was made, and then "it was my fault". In reviewing other complaints, this seems to be the norm for this company.Since this complaint, their entire website has been updated. Previously, the only contact information on the website was the email address I used. Perhaps they should have planned better when performing upgrades so that customers didn't get hung out to dry.Either way, there is no reason it took the company as long as it did to respond, and to actually ship the product for which I paid immediately
Sincerely,
*** ***

This is a very unfortunate situation!This complaint was received by PopSockets LLC which is owned an operated in the USA.We cannot find any transaction history nor communication from the customer so we suspect the purchase was made through popsockets.co.uk.This site and customer service is run by a...

third party who we have reached out to for resolution.We take this complaint very seriously and will be in contact again shortly to rectify the problem. Warmest,PopSockets

Customer was correct, we replied promptly but she did not receive responses after Saturday.Due to technical issues, customer service was flooded with over 3k emails on Saturday. They have been working night and day to resolve them and this customer's open request was amongst the ones we have been...

working diligently to rectify.We apologize for the inconvenience this has caused, we hope the customer can understand the situation.Customer has been provided a new coupon code that will offer her free product and free shipping.

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.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Popsocket UK store have not yet responded.
Sincerely,
[redacted]

Customer reached out to us to change her shipping address as it was entered incorrectly.Although there was some initial confusion about the request we did as asked.The original order had already shipped so we created a new one with the correct shipping address.It may be that the customer is...

confused by receiving a second confirmation email. We did not charge again. The attached image shows 2 orders (one the original, one that we created to reship) with a total of $18.We hope this explanation relieves the customer's concerns and we're always available to answer further questions!

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.
Sincerely,
[redacted]

Since this complaint the customer's order has been re-shipped and delivered with an extra product included for the troubles we have caused. There was an error in our system and the customer's order did not get shipped out in the appropriate timeframe so we apologize for the inconvenience and thank...

you for your patience.

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.
Sincerely,
[redacted]

We have been in direct contact with [redacted] and have come to a mutual agreement. Her [redacted] page has been reinstated and we consider this matter closed. Thank you.