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I am sorry to learn that there is a problem with the gift subscription going to *** *** daughter.I have reviewed our files and found that we have an order on file for National Geographic Little Kids magazine from *** *** and going to *** *** at ** *** *** ***
*** ** ***. Little Kids magazine is for children between and years of age and is published times a year: January/February; March/April; May/June; July/August; September/October; November/December. (Please note that our National Geographic Kids magazine is for children between and years of age and publishes times a year: February; March; April; May; June/July; August; September; October; November; December/January.) I have requested a copy of the form submitted to the Society for verification of what the donor ordered.Yulina's Little Kids subscription was posted to our files on August 27, 2014. It can take 4-weeks to receive the first issue depending on where we are in the labeling process. By August 27, we had already selected and mailed the September/October issue of Little Kids magazine which reaches households the month prior to cover date. The next available issue of Little Kids to be selected was November/December issue and should have arrived betwen October and October 31.Our records indicate that we have mailed issues of Little KIds magazine to ***: November/December 2014; January/February 2015; March/April 2015; and May/June 2015. We have labeled the July/August issue and will drop that issue into the mail around May 29, for delivery in June.Regarding the renewal policy, over years ago the Society adopted a policy to begin to send renewals approximately half way through a membership. This was to allow members to renew at a time they selected instead of everyone having to pay in December of each year As we bagan to publish other titels, this policy was adopted at the default option. However, it is an option. We are able to offer other renewal options including a no early renewal option which would begin renewaal notices approximately months prior to expire. Please keep in mind that our account system will show an account expired for a publication when it is labeled which is approximately weeks prior to cover date.I Trust this information is helpful. Please contact me with any further questions or comments.Sincerly,Sandra A***Manager, Customer Care###-###-####

since customer is asking for a written confirmation of information, I will respond via regular mail and cc you at Revdex.com. Sandy

The customer placed an order online with our catalog/online division for Item #***, Peruvian Wildflower Alpaca Cloak, on 11/28/Our records indicate that the customer called us on 12/11/advising she wanted to return the cloak because it was not warm enoughThe agent gave her return
instructions and that she is responsible for shipping charges back to usThe customer did not think that it was fair she had to pay to return the item, so as a courtesy, the agent agreed to send her a pre-paid shipping label (which are used only if the customer received a damaged or wrong item). We received an e-mail from the customer the same day asking when she would receive the labelWe responded to the customer on 12/14/No other e-mails were located from the customer. We received a second call from the customer on 2/20/advising that she had not received the label, so a second label was sent to herWe could not locate any additional calls from the customer with the phone number she provided in her complaint and order. As requested, we have processed a refund of $representing the amount she paid to return the item to us

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I received two checks of $each in today's mail and I would like to accept the offer for a year complimentary gift subscriptions to both of my intended gift recipients, *** ***/*** *** and ***/*** *** Please note that ***' address is *** ** *** *** (not ***), Mulvane, KS This has been a disappointing experience but I thank you for making it right It gives me renewed faith in a magazine for which I have always admired
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ** ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

October 12, 2016        [redacted] The Revdex.com Re: Complaint # [redacted] Insert Customer’s Name Dear [redacted]: I am in receipt of the complaint filed by [redacted] with your office regarding National Geographic Magazine.  I...

appreciate this opportunity to respond. First of all, I would like to apologize to [redacted] for the experience that she had when she called our Customer Service Number.  While I realize that apologies are in no way a substitute for the fine service each customer is to receive, I sincerely hope that she will accept ours.   With respect to [redacted]’s request, we are required to remit sales tax on all magazine subscriptions sold in the state of DC unless a tax exemption number accompanies the order request.  As a result, the tax was added to the net price of the magazine on the credit card statement.  Nevertheless, please be assured that we have issued a full refund of $41.24 back to the credit card, and it should appear with the bank within 3 to 5 business days.  Lastly, again, we apologize to [redacted] for the inconvenience caused her in this matter.  Should [redacted] reconsider her decision to renew, we would like to assure her that the account has been adjusted so that future orders will be exempt from sales tax.     I appreciate this opportunity to be of service and if you have any further concerns, please let me know. Sincerely, Tracy P[redacted] Director, Operations & Customer Care National Geographic Partners, LLC. [redacted] Washington DC [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

National GeographicOnline Store777 South State Road 7 Margate, FL 33068December 20, 2017 [redacted] The Revdex.com RE:     [redacted]           ID# [redacted]...

          Our Order #[redacted] Dear [redacted] placed an order for our Genographic 2.0 DNA Ancestry kit on December 3, 2017 at 11:02 PM via our online store.  When an order is placed online, the customer receives a message on their order summary page advising the customer to please review their order carefully as changes cannot be made once the order is submitted.  We prepare orders for shipment immediately and therefore cancelling an order is almost impossible.  We have searched all of our records for any communication with [redacted] and have only been able to locate one chat ticket from December 11, 2107 in which the customer advised us that he sent three messages to cancel his order, is refusing shipment, and has already filed a claim with both [redacted] and [redacted].  We responded to the customer the same day advising we could not locate any correspondence from him and asked him how he contacted us so we could research this further. We also advised him that he only had a 30 minute window to cancel his order. [redacted] did not respond to us. For this product, the customer must agree to Terms and Conditions before an order is placed.  The return policy for this product is included in the Terms and Conditions and advises customers that we will deduct a $25 handling fee from a refund (on unopened kits only) and shipping will not be refunded. The customer disputed the charge with [redacted] on December 8, 2017 as an unauthorized charge. [redacted] found in our favor and did not refund the customer.  Since [redacted] advised he is refusing shipment, we have refunded him $44.95 which represents the cost of the kit minus the handling fee as agreed to in the Terms and Conditions. Sincerely, Barbara S[redacted] Manager / National Geographic Online Store [redacted] [email protected] www.shopNG.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and their letter unfortunately just added to...

the confusion by stating in the letter that one of the subscriptions was activated for a BOY (listed by name) and that its first issue  had been sent to another person- A GIRL (listed by name) that I also paid a subscription for) so it is still unclear if they are sending the right, specific suscriptions to the right people.
Regards,
[redacted]

National GeographicP. O. Box [redacted]Tampa, FL [redacted] January 9, 2017 Revdex.comMetro Washington DC & Eastern Pennsylvania1411 K St. NW, 10th FloorWashington, DC 20005-3404 Re: [redacted]Revdex.com Complaint #[redacted] Insert Customer’s NameTo Whom It May...

Concern:I am in receipt of the complaint filed by [redacted] with your office regarding the automatic renewal of her National Geographic Magazine.  I appreciate this opportunity to respond.I have reviewed our accounts and found that [redacted] had given a gift order to The [redacted] of Fallbrook, CA. It was this order that was on the automatic renewal program, and thus charging her card each year.  As of now we removed this order from the automatic renewal program so that she no longer gets charged for this in the future.Lastly, we apologize to [redacted] for the inconvenience caused to her in this matter.  While we realize that apologies are in no way a substitute for the fine service each customer is to receive, we sincerely hope [redacted] will accept ours.I appreciate this opportunity to be of service and if you have any further concerns, please let me know. Sincerely,Chris R**Consumer Affairs

[redacted] [redacted]
 
[redacted]
 
[redacted]        [redacted]...

[redacted]
              [redacted]
 
[redacted]
 We are in receipt of the complaint filed with your office by [redacted] regarding an order placed with our National Geographic online store and appreciate this opportunity to respond. Our records indicate that [redacted] placed an order online for a National Geographic Genographic 2.0 Next Gen kit on June 6, 2017.  When the order was placed, we obtained an authorization for $319.80 which represents the cost of two kits at $149.95 each and shipping charges of $19.90 ($9.95 per kit). When the order was transmitted to our Order Management System, one of the shipping charges was erroneously deleted, so the amount due changed to $309.85 and a new authorization for that amount was obtained.  The original authorization of $319.80 was reversed.  This information was relayed to [redacted] on June 9, 2017 when she phoned our office. We do not actually charge a customer until we ship their order. [redacted] contacted our office again on June 12, 2017 after receiving notification from us that her credit card company declined the actual charge and we were unable to ship her order.  As a courtesy, we credited [redacted] an additional $9.95 bringing the total due to $299.90 which we were able to collect. [redacted]'s order was shipped on June 12, 2017, the same day we verified sufficient funds were available. Our records indicate that her order was delivered on June 14, 2017. If you have any further concerns, please let me know. Sincerely, Barbara S[redacted]

I was sorry to learn that Mr. [redacted] did not receive his May and June 2015 issues of National Geographic.  tI can take 6 weeks for address changes to hit the labeling system.  The lsat address change on Mr. [redacted]'s account is dated May 26, 2015.  This means that the May and June...

magazines went to the old address.  Also on May 26 and again on June17, replacement issues were requested  It can take 2-4 weeks for issue to be received as the account system in Florida generates the label which goes to our printer in West Virginia.  As the printer is also labeling next issues, they may delay doing the labeling of replacements.  I am unsure why a representative would have stated 7-10 days to receive replacement issues but be assured we will speak with the rep on this topic.I am able to send replacement copies again to Mr. [redacted] via express shipping and these will go out on Monday, July 27, 2015.  I trust this information is helpful.Sincerely, Sandra A[redacted]Manager, Customer Care

November 22, 2016   [redacted]
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[redacted] [redacted]
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[redacted]    I am in receipt of the complaint filed by [redacted] [redacted] with your office regarding National Geographic Magazine.  I  appreciate this opportunity to respond.    Due...

to the sheer volume of letters and emails addressed to the Editorial department at National Geographic; we are  unfortunately unable to personally reply to every letter or email received. We apologize for the oversight of the two letters  from [redacted]  If he would kindly resend an electronic copy of the letter in question; we will gladly review his letter and  respond.   Lastly, we apologize to [redacted] for the inconvenience caused to him in this matter.  While we realize that apologies are in  no way a substitute for the fine service each customer is to receive, we sincerely hope [redacted] will accept ours.    I appreciate this opportunity to be of service and if you have any further concerns, please let me know.    Sincerely,     Tracy P[redacted]  Director, Operations & Customer Care  National Geographic Partners, LLC

We will cancel your account and refund your amount in full -- $21.35.   Our apologies that our customer service team did not meet your expectations.  We will strive to improve our processes.   Thank you.  National Geographic Books.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

National Geographic Catalog/Online Store777 South State Road 7Margate, FL 33063October 18, 2016Revdex.comRe: Complaint # [redacted] (Our Order #[redacted])Dear Sir or Madam:We are in receipt of the complaint filed by [redacted] with your officeregarding an...

order placed with our National Geographic catalog/online store andappreciate this opportunity to respond.We have reviewed the order placed by [redacted] on July 20, 2016 for a Genographic Kit.Participants use the kit to send a sample of their DNA to our testing lab in Texas. Once thesample is received at our lab, processing begins, and testing takes at least 6-8 weeks beforeresults are available.We checked with our partner, [redacted], responsible for testing of these kits andwere informed that when the customer first contacted the lab, the kit could not be locatedso a replacement kit was offered. At some point it was discovered that the kit ID wasaccidentally deleted at the lab, but once located, testing began.Due to the delay, we have issued a full refund to the customer. We sincerely apologize forthe inconvenience caused in this matter. This was an honest mistake that was rectified oncethe customer brought it to our attention. But we understand that an apology may notcompensate for the error which is why a refund was processed.If you have any further concerns, please let me know.Sincerely,Barbara S[redacted]Catalog/Online Store Account Manager

National Geographic Online Store777 South State Road 7Margate, FL 33068December 20, 2017[redacted]The Revdex.comRE:     [redacted]          ID# [redacted]          Our Order...

#[redacted] Dear [redacted] placed an order for our Genographic 2.0 DNA Ancestry kit on December 16, 2017 at 9:07 AM via our online store.  When an order is placed online, the customer receives a message on their order summary page advising the customer to please review their order carefully as changes cannot be made once the order is submitted.  We prepare orders for shipment immediately and therefore cancelling an order is almost impossible. For this product, the customer must agree to Terms and Conditions before an order is placed.  The return policy for this product is included in the Terms and Conditions and advises customers that we will deduct a $25 handling fee from a refund (on unopened kits only) and shipping will not be refunded. We received an email from [redacted] asking to cancel the order. We advised her that the order was already processing at the vendor and could not be cancelled.  She sent another email and asked for a full refund. We explained the terms and conditions that she agreed to when the kit was purchased. On December 19, [redacted] called our office and again was told that the order could not be cancelled and we again reiterated the Terms and Conditions. [redacted] admitted that she did not read the Terms and Conditions, but just checked the box that she agreed.A refund of $103.08 was processed on this order which represents a refund of the kits less the $25 return fee. In addition, shipping charges were not refunded. This refund is in line with the Terms and Conditions that [redacted] agreed to.Sincerely,  Barbara S[redacted]Manager / National Geographic Online Store###-###-####[email protected]

November 9, 2016 [redacted] Revdex.com Re: File # [redacted] Dear [redacted]: I am in receipt of the complaint filed by [redacted] with your office regarding an order placed for National Geographic Traveler Magazine through [redacted]’s Mag for Miles.  I appreciate...

this opportunity to respond. I have reviewed our accounts and found that the [redacted]’s Mag for Miles program is handled by the [redacted] Magazine Agency.  Therefore, we have forwarded the complaint directly to them to handle.  In the meantime, we have suspended delivery.  Since our mailing labels are preprinted, [redacted] will receive a few more copies before delivery stops.  Please ask [redacted] to discard the issues. Lastly, we apologize to [redacted] for the inconvenience caused him in this matter.  While we realize that apologies are in no way a substitute for the fine service each member is to receive, we sincerely hope [redacted] will accept ours. I appreciate this opportunity to be of service and if you have any further concerns, please let me know. Sincerely, Tracy P[redacted] Direction, Operations & Customer Care National Geographic Partners, LLC

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:I greatly appreciate the apology and the refund.    Our staff and students LOVE National Geographic Magazine and will renew when our [redacted] is restored.   Moving forward, I will always order via telephone.   Thanks again to National Geographic and Revdex.com for correcting this situation.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

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 because this is the first correspondence ever received from the company in 6 months that has listed the suscriptions correctly. As far as taking me off the general solicitation list I appreciate it greatly though I'm starting to receive requests to renew the present subscriptions that don't expire until summer 2016.
Regards,
[redacted]