Rysen Media, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The only reason the company stayed in contact with me is because I kept emailing them regarding the fact that I was not happy. Common courtesy and business etiquette would be to refund the customer, especially knowing how unhappy they are with the company, and not give a store credit. I have returned the item and the company refuses to accept it. How is this an acceptable way to run a company?
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Good Afternoon,
I would like to start off with the location of this particular customerOne of our main vendors does not deliver to AlaskaThis would be the reason why they never received the Cotton Candy machine or the Air CompressorIn all cases the item would be returned to us
and we would reship the item out to the customerWe never received a package for those itemsThe customer states they tried to contact us in February, there is no record of a number or email from this customer at that timeDue to the fact that there was an issue with delivery and the customer did not receive the two items listed above, issuing a refund would not be an issueThis was include the ring set as well, considering we were having trouble with that vendor at the timeHowever, the other items that were purchased can not be redeemed for a full refundOur store policy is store credit within daysIf the customer had an issue with an item, all they had to do was let us know and we would have been more happy to send a replacement or issue them store credit
In addition there is no order for a "car tray for kids" on any of their orders.
We do our best to make sure each order is processed and shipped in a timely manorIn the event there is an obstacle, we look into the issue right away and figure out a solution
In conclusion I have issued a refund in total of $to the customer's card on 3/*/at 4:pm EST
Thank you for your time

Good Afternoon,
When [redacted] originally placed her order, we made sure it was processed and shipped out within a timely manor. At this time FedEx was having delays due to the holidays and it caused packages to not be delivered for up to 10 days.
This we could not...

control. By time her package received her address she was no home and USPS was unable to deliver. At that point is when the package went back to the post office. [redacted] refused her package and advised USPS
to send it back. We do not pay return postage on any items unless there is a rare mistake and it is our fault. I have stressed this to [redacted] many times.
The package still have not been returned to us because we will not pay the postage. **Our return policy clearly states that**
Here is the reason why we are not issuing the customer a FULL refund.
If we ship an item and it comes damaged or defective, we would either offer to send a replacement (free of charge), issue a store credit, or in some cases issues a full refund.
In this case, [redacted] refused her package. Our return policy clearly states that we would issue the customer 100% store credit for "buyers remorse". On March * 2014 I added
$10 worth of store credit onto her account. We still didn't receive her package. The only way a customer can complete their order is to agree to our return policy/terms and conditions, before checking out.
I hope this helps.
Thank you for your time

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 received the response from [redacted]s Attic.  I understand that the item was not damaged, but it is not acceptable that the item was not received for an entire month after it was initially placed.  Proper business etiquette would be for [redacted]s Attic to refund my credit card, and file a complaint with FedEx for their issue in shipping. 
 
Every correspondence I have had with [redacted]s Attic has shown them to be rude, not customer friendly, and unwilling to make a customer happy. 
 
I am not happy with a store credit since this store is unbearable to deal with. 
?
 
Sincerely,
[redacted]

[redacted] has received her item at this time.  Her order was place on the [redacted], process and shipped.  When tracking numbers are "created" in our warehouse, it can take a day or two to actually get to the Fedex location where it is scanned by Fedex.  [redacted] must have checked the...

tracking numbers during that time frame as she would have received an email from us regarding that.
We do not post our 800# on our website but the number is available on order confirmations and on our [redacted] page and we have ticketing system that is responded to within 24 hours of submission.
As we have not heard from [redacted], we assume that the order is fine.
Thanks,
[redacted]
[redacted]
[redacted]

Hello,
Our job is to process and ship out orders in a timely manor. We did that. Around Christmas time FedEx and UPS were having delivery issues and unfortunately it affected this delivery. This was beyond our control.
There are news articles everywhere relating to this issue. If the item was "lost" during this time and the package was "not" delivered we would indeed investigate the issue and process a refund because the item was never received. In this case, it took
longer than usual to deliver the package but it was delivered. I have also kept  in contact with the customer almost daily regarding her delayed delivery. We have done what we could do as a company to ensure we keep the consumer updated at all times
and to make sure that we do compensate by issuing store credit. Again I will refer to our return policy which states 100% store credit for "buyers remorse".
As much as we would love to complain to FedEx about their unexpected delay, they have received thousands of complaints from consumers all over the world about this same issue. This was not something that happened directly to us.
Please accept our apologizes for the trouble !

Review: Online order was placed on 6/*/14. Credit card was debited on the same day. Item still not received. Website has no phone # to contact them, just an email. I emailed them on 6/**/14 and have received no response. I am able to loook up my order on their website and says the status is "complete" & provides a tracking #. I search the tracking # on [redacted] & it comes up as "Shipment Info Entered" but no estimated delivery date or any other info. I contacted FedEx & they said this means a shipping lable was created but nothing done with it.Desired Settlement: Cancel order & refund my purchase price

Business

Response:

[redacted] has received her item at this time. Her order was place on the [redacted], process and shipped. When tracking numbers are "created" in our warehouse, it can take a day or two to actually get to the Fedex location where it is scanned by Fedex. [redacted] must have checked the tracking numbers during that time frame as she would have received an email from us regarding that.

We do not post our 800# on our website but the number is available on order confirmations and on our [redacted] page and we have ticketing system that is responded to within 24 hours of submission.

As we have not heard from [redacted], we assume that the order is fine.

Thanks,

Review: I placed 2 orders with "maxwell's attic", which is the name they use online.

The first order was placed at the end of November , the 2nd order was placed the 1st part of December both in 2013.

At the end of December I contacted a women in there customer service dept, to find out why we hadn't received anything from either order. She said she would look into it.

Soon after we received a shipment with some of what we ordered.

After waiting another month, I again contacted customer service, and again another shipment with a few more products arrived. I wrote customer service again on February [redacted], stating we were still missing 4 items.

1. A set of two diamond rings

2. A portable air compressor

3. A cotton candy maker

4. Car tray for a child, it has four raised sides, so your child can color or eat while in the car.

I have yet to have heard back. We went ahead and bought an air compressor and cotton candy maker.

So at this point I would just like our money back.

Not to mention that the items we did receive were either so cheaply made that they were just junk, or misrepresented in the ad. Example I purchased a remote control helicopter, it was described as " very large" when it arrived it was three inches by two inches, probably the smallest I've ever seen.

The tablet or portable DVD player, holder we bought, was suppose to attach to the back of any headrest and lock your device in place. The few times we have tried it, our DVD player and tablet fell out as soon as the car makes it's first turn.

I ordered two lightbulbs with remotes that are suppose to make " over two million color combinations" so far we can get 4 different colors, but the light bulb is so dim it doesn't light a room, when used with a regular white light you can't see the color at all.

I was contacted at the beginning of December thru e-mail and was told some of the items ordered came from companies that didn't ship to Alaska, but was told they would have the items shipped to their headquarters and they would ship from there to us.

All and all I have found this company to be at best difficult to work with. It seemed like I had to remind them to send each item, and 3months later I still don't have everything. As if that wasn't bad enough when you do finally receive part of your order it is junk.Desired Settlement: I would like a refund for everything we haven't received, as I stated most of the items we had to re-purchase through a different company.

As well as I refund for the complete total of both orders.

I would like it either as a cashier's check, or money order.

Do to the time I have had to spend on this, and do to the fact that not 1 item performed as advertised.

Along with a letter of apology.

Business

Response:

Good Afternoon,

I would like to start off with the location of this particular customer. One of our main vendors does not deliver to Alaska. This would be the reason why they never received the Cotton Candy machine or the Air Compressor. In all cases the item would be returned to us and we would reship the item out to the customer. We never received a package for those items. The customer states they tried to contact us in February, there is no record of a number or email from this customer at that time. Due to the fact that there was an issue with delivery and the customer did not receive the two items listed above, issuing a refund would not be an issue. This was include the ring set as well, considering we were having trouble with that vendor at the time. However, the other items that were purchased can not be redeemed for a full refund. Our store policy is store credit within 30 days. If the customer had an issue with an item, all they had to do was let us know and we would have been more happy to send a replacement or issue them store credit.

In addition there is no order for a "car tray for kids" on any of their orders.

We do our best to make sure each order is processed and shipped in a timely manor. In the event there is an obstacle, we look into the issue right away and figure out a solution.

In conclusion I have issued a refund in total of $78.00 to the customer's card on 3/*/14 at 4:29 pm EST

Thank you for your time

Review: I tried to file a complaint against Maxwells Attic directly but a Revdex.com search for them came back with no results so I had to file against their parent company, Rysen Media. I made two (2) purchases at Maxwells Attic. One for a burgundy set of sheets and the other for a burgundy comforter. The orders were placed on August **, 2013 for the first one and August **, 2013 for the second. They never arrived so around Sept. **, 2013 I went to my account at Maxwells Attic and clicked on the shipping tracking numbers to see where they were. Both orders said they were being returned to the company stating they were undeliverable due to being addressed wrong. I then went and checked my address that was on file at Maxwells Attic and they had the wrong zip code listed. I changed the zip code to the correct one and saved the information making sure the correct one was retained. I then contacted customer service at Maxwells Attic (also on Sept. **, 2013) and explained to them what happened. I received a return email from [redacted] who stated she had sent the corrected address to their shipping department and she would contact me within a couple of days with the new shipping information and tracking numbers. I waited until Sept. **, 2013 without hearing a word from them. I again contacted them via email and received a reply from [redacted] on Sept. **, 2013 stating the following:

First let me apologize for the delay. We have had some turnover in the office due to issues such as this.

I looked at the order and it appears that UPS is returning the item to us but that can take a few weeks. I will go ahead and have a new order shipped to the address with the correct zip code.

I will follow up with you tomorrow by noon and give you details of the reships.

Please let me know if I can be of further assistance.

I again heard not one word from them (even though [redacted] said she would get back to me by noon "the next day" which would have been Sept. **, 2013) so I sent a third email on Sept. **, 2013 asking them what the holdup is and why they didn't get back to me as promised. They just will not answer me at all now, even after I told them I was going to have to file a complaint with the Revdex.com. I then searched until I found the parent company and the president of Maxwells Attic, [redacted]. I sent [redacted] a message on [redacted] giving him a chance to rectify the situation before the complaint was filed. I heard not one word from him, either.Desired Settlement: My first choice would be to have the items delivered to me IMMEDIATELY, with expedited shipping at their expense. If that cannot be accomplished, I want my money back immediately.

Business

Response:

Unfortunately part of this issue was due to turnover within the organization and that is not the customers concern nor should it be, so we accept full responsibility for the part of this that was caused by that.

Review: December [redacted] I placed an order (# [redacted]) for a Christmas gift for my daughter. I began emailing [redacted]s Attic on January [redacted] asking where the item was. They told me there were shipping issues. I requested a refund and they refused. January [redacted] thru January [redacted] I had emailed back and forth receiving rude responses and not once an apology or, "how can we fix this". January [redacted] I contacted my post office because they had received the package. I told the postmaster to refuse the package and return to sender. I emailed [redacted] notifying her of the package refusal. February [redacted] I emailed [redacted] asking when I would receive a refund. She replied that she did not receive the package and if she did the only thing I would receive is a credit for their store. If I was not happy with the first order why would I order again?Desired Settlement: The item I ordered was only $10, but I did not receive it in a timely manner, and [redacted]s Attic has such poor customer service that I do not ever want to have to deal with them again.

Business

Response:

Good Afternoon,

When [redacted] originally placed her order, we made sure it was processed and shipped out within a timely manor. At this time FedEx was having delays due to the holidays and it caused packages to not be delivered for up to 10 days.

This we could not control. By time her package received her address she was no home and USPS was unable to deliver. At that point is when the package went back to the post office. [redacted] refused her package and advised USPS

to send it back. We do not pay return postage on any items unless there is a rare mistake and it is our fault. I have stressed this to [redacted] many times.

The package still have not been returned to us because we will not pay the postage. **Our return policy clearly states that**

Here is the reason why we are not issuing the customer a FULL refund.

If we ship an item and it comes damaged or defective, we would either offer to send a replacement (free of charge), issue a store credit, or in some cases issues a full refund.

In this case, [redacted] refused her package. Our return policy clearly states that we would issue the customer 100% store credit for "buyers remorse". On March * 2014 I added

$10 worth of store credit onto her account. We still didn't receive her package. The only way a customer can complete their order is to agree to our return policy/terms and conditions, before checking out.

I hope this helps.

Thank you for your time

Consumer

Response:

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 received the response from [redacted]s Attic. I understand that the item was not damaged, but it is not acceptable that the item was not received for an entire month after it was initially placed. Proper business etiquette would be for [redacted]s Attic to refund my credit card, and file a complaint with FedEx for their issue in shipping.

Every correspondence I have had with [redacted]s Attic has shown them to be rude, not customer friendly, and unwilling to make a customer happy.

I am not happy with a store credit since this store is unbearable to deal with.

?

Sincerely,

Business

Response:

Hello,

Our job is to process and ship out orders in a timely manor. We did that. Around Christmas time FedEx and UPS were having delivery issues and unfortunately it affected this delivery. This was beyond our control.

There are news articles everywhere relating to this issue. If the item was "lost" during this time and the package was "not" delivered we would indeed investigate the issue and process a refund because the item was never received. In this case, it took

longer than usual to deliver the package but it was delivered. I have also kept in contact with the customer almost daily regarding her delayed delivery. We have done what we could do as a company to ensure we keep the consumer updated at all times

and to make sure that we do compensate by issuing store credit. Again I will refer to our return policy which states 100% store credit for "buyers remorse".

As much as we would love to complain to FedEx about their unexpected delay, they have received thousands of complaints from consumers all over the world about this same issue. This was not something that happened directly to us.

Please accept our apologizes for the trouble !

Review: I ordered Asics Gym Shoes through [redacted] (a subsidiary of Rysen Media) on July [redacted], 2015. On July [redacted], I contacted customer service as there were no updates on shipping and it has been 3 business weeks. I get a response with a shipping tracking number saying the item has been shipped. I still have yet to receive my purchased goods, and have contacted [redacted], in which their associate said that a shipping label was created but the package was never given to [redacted]. I have attempted to contact the customer service by email 3 times, as well as called the provided number multiple times on different days (only to get a busy signal). I have not received any contact back from them, and am a month past my order date.Desired Settlement: I would like the shoes that I paid for delivered immediately. One month is not acceptable for the product to not even have been shipped.

Business

Response:

We have responded to this customer directly. We do NOT sell products any longer, we simply refer people to great deals around the internet. She purchased from an unaffiliated company called [redacted] as is likely shown on her credit card statement. After she clarified her issues with us, we forwarded that to our contact at [redacted] and they indicated they would take care of this. That was this past Friday (July **). We do not have control over [redacted]s fulfillmeny any more than we have control over [redacted]s fulfillment but we did reach out on her behalf to the vendor.ThanksArthur[redacted]