A Head Of Time Academy

Godiva.com is a self-service portal Our customers are offered the convenience of choosing to enter and store account information (such as their credit card numbers, billing address, telephone number) and an address book to enter and store recipient names and addresses None of this information is accessible by anyone but the individual customer, and cannot be edited in any way by anyone other than the individual customer [redacted] placed three online orders in December and as she represents, used her personal address book and stored account information to place them Once an online order has been placed, our customers receive an email confirmation of their orders, detailing the recipient(s) name(s), address(es), merchandise ordered, delivery method/date, etc When orders are shipped, customers are sent a shipping confirmation with a tracking number for the package(s) shipped All delivery information (date, time, place) can be found on the carrier’s website [redacted] created her own account information and address book, which apparently needs updating [redacted] had the opportunity to review her orders before placing them to verify that her packages would be shipped to the correct address(es), and again when she received her email confirmation of each order [redacted] was provided with the [redacted] tracking numbers by which she could track her packages to see exactly when each was delivered Godiva fulfilled her orders, as she placed them, in good faith Godiva cannot accept liability for packages shipped blindly by customers who have not verified whether the information with which they place orders is accurate, whether that is a recipient’s address or the credit card used for payment As a customer service courtesy, however, Customer Care offered to reship her package to “Rachel” if she provided a corrected address She would not be charged for the second box of chocolates shipped but only for the cost of shipping as Godiva would be charged for same The offer was adamantly refused All order details, shipping and delivery information can be provided again at any time to [redacted]

We are happy to pick up the Dark Chocolate Assortments that were sent in error We have sold out of the Milk Chocolate pcAssortment - the item that was ordered We are willing to replace the boxes with Milk Chocolate piece assortments - valued at $once we have [redacted] pick up the incorrect product The consumer should have the product packed in a carton ready to be returned when [redacted] comes with the label Please ask the consumer to let us know if this arrangement is agreeable and what date is best for the [redacted] pickup The Customer Care telephone number is ###-###-####, prompt The order # is [redacted]

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: [Your Answer Here] A gift card does me no good if I cannot place an order I would appreciate a call back from the CEOs office In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

We reviewed [redacted] ***’s order # [redacted] that was placed on April **, This order included items: # [redacted] – a piece Dark Chocolate Assortment with Classic Ribbon for $ # [redacted] – a set of Bags of Individually Wrapped Chocolates – Assorted Dark Chocolates for $ We also reviewed the Flash Sale that ran on April **, The purchased items on order # [redacted] were not included in the Flash Sale In addition, the set of Individually Wrapped Chocolates was already at a sale price of $– regularly priced at $ [redacted] received the sale price of $ As the purchased items were not on the Flash Sale 417, we are unable to honor [redacted] ***’s request for a price match

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:
Godiva's policy has been free shipping on many items for the several years I've been a corporate customer Had I placed each order separately, there would have been free shipping for each gift basket This was the policy last year when I called in I placed the entire order online and called in to speak with a service representative I was provided a credit on all shipping charges and expected Godiva to honor the same arrangement this year Instead, they are unresponsive, insensitive and have demonstrated nothing but selfishness.This response and company policy put forth by Godiva Chocolatier is unacceptable You have been misleading and refuse to offer any consideration for your oversight or so much as an apology for what you've put a corporate customer through Shameful company customer service, you've lost a long time corporate customer.I expect a refund and an apology from this company
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

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:
In fact,when I look at the next screen, I have completed the payment, but the billing is wrong.(the $has not been included in the total discount issued per the Terms and Conditions of the promotion.),this is fraud.When I saw the bank bill, I found the mistake.I am very disappointed
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** *** ***

*** *** placed order #*** using a gift card for partial payment in the amount of $80.25. After his order was cancelled, he informed Godiva Customer Care he no longer had this gift card for the monies to be returned to it. He was issued a new gift card, mailed to him on 12/*/at
the billing address he gave for this order. *** *** has been made whole

*** *** placed an order on Godiva.com on 6/**/for
which she was eligible for two promotions that were offered that day: “Father’s Day Spend $40, Get 15% Off/Spend
$60, Get 20% Off/Spend $80, Get 25% Off” and “Free Standard Shipping $25+ in
merchandise w/promo code
***.”
The three bags of Godiva Chocolate Truffle Coffee she
ordered were discounted 15% (original price $to $35.70) and she received free standard shipping. The net charge for her order, which was
shipped to her recipient according to her specifications, was $35.70.
Godiva can assure *** *** that she did, in fact, receive
both the promotions at the time she placed her order. It is unclear why she thinks she did
not. Furthermore, her statement, “I
still want the items I planned to order……….” is confusing given that Godiva
customers have the opportunity to review their orders prior to submitting them,
and are immediately provided with a confirmation that their web order(s) have
been received and shortly thereafter an email confirmation including an order
number, and lastly with the tracking number once their package(s) ship
Godiva Chocolatier prides itself on superior customer service
as well as its world-renowned chocolates.
Customer Care called *** *** after her order had downloaded to
confirm that she had received the benefit of the promotions and invited her to
share any additional concernsShe did not respond to the voicemail left for
her
We are happy to
provide the order documentation as well as shipping and delivery confirmations
if necessary

Please
see the attached letter submitted to *** when *** *** disputed the
shipping and handling charge of $
In
essence, this order was placed online on 12/**/at 6:pm ET to be shipped
to multiple recipients and for which he was able to take advantage of a free
standard
shipping offer for two recipients and 10% off his merchandise total
(with a new email sign up).
Terms
and Conditions for every online promotion are available on our website and
in the Customer Care Center. We can provide this documentation for
any/all promotions in effect on the day the order was placed
A
complaint was filed with the Customer Care Center February **, - after the
disputed charge was resolved. The credit card company called with the
buyer on the line and held a conference call regarding this dispute.
During this call, the Terms and Conditions were explained. Capital One
accepted our dispute and issued credit to Godiva for $

Revdex.com:At this time, my complaint, ID *** regarding Godiva Chocolatier, Inchas been resolved
(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,*** ***

Godiva.com is a self-service
portal. Our customers are offered the
convenience of choosing to enter and store
account information (such as their credit card numbers, billing address,
telephone number) and an address book to enter
and store recipient names and addresses.
None of
this information is accessible by anyone but the individual
customer, and cannot be edited in any way by anyone other than the individual
customer
*** *** placed three online
orders in December and as she represents, used her personal address book and
stored account information to place them.
Once an online order has been
placed, our customers receive an email confirmation of their orders, detailing
the recipient(s) name(s), address(es), merchandise ordered, delivery
method/date, etc. When orders are
shipped, customers are sent a shipping confirmation with a tracking number for
the package(s) shipped. All delivery
information (date, time, place) can be found on the carrier’s website
*** *** created her own
account information and address book, which apparently needs updating. *** *** had the opportunity to review
her orders before placing them to verify that her packages would be shipped to
the correct address(es), and again when she received her email confirmation of
each order. *** *** was provided
with the *** tracking numbers by which she could track her packages to see
exactly when each was delivered
Godiva fulfilled her orders,
as she placed them, in good faith.
Godiva cannot accept liability for packages shipped blindly by customers
who have not verified whether the information with which they place orders is
accurate, whether that is a recipient’s address or the credit card used for
payment
As a customer service
courtesy, however, Customer Care offered to reship her package to “Rachel” if
she provided a corrected address. She would
not be charged for the second box of chocolates shipped but only for the cost
of shipping as Godiva would be charged for same. The offer was adamantly refused
All order details, shipping
and delivery information can be provided again at any time to *** ***

We
are very sorry *** *** *** is disappointed about the 10% discount not
being applied to her order. The promotion for the 10% discount did not
allow us to apply the $to her order as the Terms and Conditions detailed
it was not to be combined with other promotions. The
product that was
purchased was on a Buy One Get One 50% off promotion. Although the $
shows on the Order Summary Screen- this is prior to the order being finalized - before payment is made. When you look at the next screen, the $has not been included in the total discount issued per the Terms and Conditions of the promotion

We reviewed *** ***’s order #*** that was placed on
April **, 2017.?
?
This order included items:
#*** ??" a
piece Dark Chocolate Assortment with Classic Ribbon for $
#*** ??" a set of Bags of Individually Wrapped
Chocolates ??" Assorted Dark
Chocolates for $
?
We also reviewed the Flash Sale that ran on April **,
2017.? The purchased items on order #*** were not
included in the Flash Sale
?
In addition, the set of Individually Wrapped Chocolates
was already at a sale price of $??" regularly priced at $36.00.? *** *** received the sale price of $
?
As the purchased items were not on the Flash Sale
4/**/17, we are unable to honor *** ***’s request for a price match

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:

[Your Answer Here]
A gift card does me no good if I cannot place an order . I would appreciate  a call back from the CEOs office.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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:1. On 02/**, In Godiva's original response, they only asked me to place a new order online and they would give credit. But they didn't mention any restrictions (should use the same card) Dear [redacted]:I have received verification that your order #[redacted] has been received as returned. Please be aware, however, that Godiva's return policy provides only for the return of products with a quality issue. I understand that on 11/**/16 this policy was explained to you or your agent.As a one time customer service courtesy, we will credit your new order in the amount of $242 which reflects the value of the merchandise you returned. Please place your order online by the end of this week, Friday 2/**/17 and I will provide the appropriate credit. Simply notifiy me at [redacted] with my name in the subject line with your order number. 2. On the next day, 02/**, Godiva told me card was different, so the order was not authorized. I replied to change the card info or cancel that order. But they didn't reply.Dear [redacted]:The order you reference is not in your name. We are prohibited from working with anyone but the credit cardholder, ie, the actual buyer of record. If this is in fact your order, we will need your credit card, and to place the order in your name and your billing address.>>>>>>>>>>>Hi [redacted],Okay. Now I can't edit the order online.I don't know what to do. Can you change the card info for me?Below is what shows in the order. Everything about the credit card is the same, except changing the name to [redacted].If can't, please cancel the order ([redacted]). I will place again.I'm not aware of these restrictions. Here are some potential questions:Should the shipping address match the billing address?If they should match, I only have an available debit card. Can I use debit card. 3. On 02/**, the order was shipped. This is ridiculous, because they just said it's not authorized, but in the meantime charged me full money. They insisted the order was placed by a different person. But it's actually placed under the same Godiva account. I have the correct psd and successfully login. Then they told me it's a different buyer?  
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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:

the response issued by the company references events that took place AFTER I filed my complaint with the Revdex.com and it does not address all elements of my complaint, most concerning being the fact that they have left out that the "[redacted]" promo code did not work for the full length of the advertised promotion.  This was admitted by their customer service when I called and was told that it was a known issue.  Godiva needs to get their timeline straight.  I did ultimately place an order that day, but only after experiencing the difficulties described in my original complaint, which have yet to be addressed.  The bottom line is... when I went to place my order originally, the free shipping code did not work, even though my order met the $25 minimum purchase requirement. I contacted customer service by chat and by phone and was offered no means of resolution aside from placing the order, paying for the shipping, and then awaiting a credit. Again, this is not the first time that I have experienced this with Godiva (meaning an advertised promotional code has not worked online). I am frustrated with the hassle experienced and with the lack of acknowledgement of their system issues. If you advertise a promotion, you should make sure any and all applicable codes will work as intended; otherwise, you need to pull the promotion until the issues have been resolved or you need to enable your customer service a better means of offering a resolution to the customer, such as adjusting my live order, not asking me to pay for something I shouldn't have been charged for and await a credit. I will say that one element of their customer service that I was impressed with was that I received a call later that day to let me know that the promo code issue had been fixed. That phone call is why I was able to ultimately place my order.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We are happy to pick up the 10 Dark Chocolate Assortments that were sent in error.  We have sold out of the Milk Chocolate 15 pc. Assortment - the item that was ordered.  We are willing to replace the 10 boxes with 10 Milk Chocolate 22 piece assortments - valued at $38.00 once we...

have [redacted] pick up the incorrect product.  The consumer should have the product packed in a carton ready to be returned when [redacted] comes with the label.  Please ask the consumer to let us know if this arrangement is agreeable and what date is best for the [redacted] pickup.  The Customer Care telephone number is ###-###-####, prompt 3.  The order # is [redacted].