American General Life & Accident Insurance Co

Initial Business Response /* (1000, 5, 2016/03/08) */
Dear *** ***,
We have received your complaint from the Revdex.com regarding your two orders for the Gucci watches (order# XXXXXXXXX and XXXXXXXXX)I apologize for any inconvenience this has caused
During our
conversation on March 8, I advised you that as an exception we will allow you to return these watchesThe caveat to allowing this return is that we must receive the watches in "like new" conditionAs we discussed, if our warehouse deems that these items appear used they will send the watches back to youI advised you that I would follow the package to ensure that we receive it, I have requested that you call me with the tracking number once you have sent the package
If you have any additional questions, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at ***@evine.com between the hours of 9am-5:30pm EST, Monday through Friday
Thank you for your understanding and cooperation
Sincerely,
Bridget ***
Executive Resolution Office
EVINE Live
CC: Revdex.com
Initial Consumer Rebuttal /* (2000, 7, 2016/03/16) */

Initial Business Response /* (1000, 5, 2015/12/31) */
Dear *** ***,
We have received your complaint from the Revdex.com regarding return VIZIO 50" SMART HZ 1080P LED - REFURBISHED item #459-734(OrderXXXXXXXXXX)I apologize for the inconvenience this has caused
During our conversation on December 30, 2015, I advised the shipping carrier would be getting in contact with you to finalize the pickup of the defective televisionI advised you that I had also put a $EVINE Live credit to your account for all the inconveniences
If you would like to discuss this matter further, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at ***@evine.com between the hours of 9:30am-6pm EST, Monday through Friday
Thank you for your understanding and cooperation
Sincerely,
Maria ***
Office of the President
EVINE Live
CC: Revdex.com
Initial Consumer Rebuttal /* (3000, 7, 2016/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response is true, someone did contact to ask if I had received a call from the shipper which I had on that day DecThe shipper simply stated that they STILL didnt have a pick up date and they just wanted me to be aware that I NEEDED TO BRING THE TV FROM THE 2nd FLOOR APARTMENT TO THE SHIPPERS TRUCK (whenever they do arriveI NEED TO MAKE SURE TO HAVE ALL THE ORIGINAL PACKAGING THAT WAS SENT TO ME IN NOVEMBER (i.ethe original shipping box the tv came in along with all the foam inserts, cardboard seperators and plastic wrapping OR IT WOULD BE MY EXPENSE IF THE TV BECAME DAMAGED IN SHIPPING because I FAILED TO KEEP ALL THE ORIGINAL PACKING from weeks agoThe shipper would get back to me with a final date for pick upAs of Noon on January 5th I have yet to receive anythingEvine DID provide me with a $CREDIT ON EVINEI DID NOT REQUEST TO BE COMPENSATED with Evine creditI have read numerous reviews about the EVINE CREDIT and how it is another catastrophy waiting to happenI would just like this TV returned and ALL MY MONEY REFUNDED TO ME in the same form that it is being deducted FROM MY ACCOUNTThere is another payment for this defective TV coming up NEXT WEEK and EVINE will continue to DEDUCT funds from my account all the while KNOWING this TV is defective and that nobody has come to retrieve itI am not satisified with this outcome as it does absolutetly NOTHING but leave me with a still defective TV and CREDIT to use with a company who I DO NOT WANT TO CONTINUE doing business with at this pointThis was my first transaction and once its DONE I want it to be MY LASTPlease provide the credit in the form of credit to my PAYPAL ACCOUNT...that would be sufficient and would at least refund me the costs of the accessories (wall mount, cords, surround sound speakers) that I purchased to go along with this TV to entertain for the holidays which have come and gone and I still have no TV, my bank account is still being deducted and I have nothing to show for it
Final Business Response /* (4000, 9, 2016/01/15) */
Dear *** ***,
We have received further correspondence from the Revdex.com regarding
your refund for the VIZIO 50" SMART HZ 1080P LED - REFURBISHED item 459-734(Order XXXXXXXXX)We apologize for any inconvenience this has caused
During our conversation on January 5, 2016, I advised that since this television was a truck-shipped item, the pickup would need to be scheduled for pick upOn January 15, I was able to confirm that this television had been received back to the warehouse and a refund has been issued back to your original method of payment
If you would like to discuss this matter further, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at ***@evine.com between the hours of 9:30am-6pm EST, Monday through Friday
Thank you for your understanding and cooperation
Sincerely,
Maria ***
Office of the President
EVINE Live
CC: Revdex.com

Dear *** ***, We have received your complaint from the Revdex.com regarding your Simmons BeautySleep Persuasion Plush Mattress (order# ***). I apologize for any inconvenience this has causedDuring our conversation on April 4, 2016, you advised me that the mattress
was defective and that you wanted to return it for a full refund. I advised you that the order was placed in March of and a late return of the mattress could not be accepted. I advised you that you would need to contact Simmons and work within the warranty. Due to the fact that you stated you would not contact Simmons, I advised you that I would reach out to them on your behalf and request that they contact you. Although you disconnected the call at this point, a request was sent to Simmons to have them reach out to youIf you have any additional questions, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at *** between the hours of 9am-5:30pm EST, Monday through FridayThank you for your understanding and cooperationSincerely, LeShonn *** Executive Resolution Office EVINE Live CC: Revdex.com

Dear Mr***, Evine is in receipt of your letter regarding concerns you have on your account. Our records indicate on February 12, your ValuePays started declining on your credit cardOur Collections Department attempted to contact you via letter and phone and you set up a
payment with them on May 31, Your account had been restricted for the ValuePay option, however based upon your sales history with Evine, we have now reinstated the ValuePay back onto your account as a one-time courtesy. If you have any further questions, please contact our office at ***. Sincerely, K***Senior Credit Payment Specialist

Dear *** A ***, We have received your complaint from the Revdex.com regarding your order for the Stefano Platinum Grade Luce 16” Necklace (order# ***). I apologize for any inconvenience this has caused During our conversation on October 18,
2016, I apologized and advised that after reviewing the call, it appears that it may have been an internal system issue as to why the incorrect credit card was charged as the agent did add the correct credit card. I advised that this could be corrected by refunding the incorrect credit card and processing a recharge to the correct credit card. You advised that you did not want to do this and would be returning the necklace for a refund If you have any additional questions, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at *** between the hours of 9am-5:30pm EST, Monday through Friday Thank you for your understanding and cooperation Sincerely, LeShonn *** Executive Resolution Office Evine CC: Revdex.com

Dear *** ***, We have received your complaint from the Revdex.com regarding your order for the Cook's Companion Cast Aluminum Easy Griddle Flip Pan w/ Gift Box (order# ***). I apologize for any inconvenience this has caused During our phone
conversation January 4, we discussed our policy concerning items that were sent incorrectlyI advised that in the future should you receive an item sent in error we request that you send item back to Evine for a full refundIf there is no SmartLabel on your invoice we will extend a pre-paid label to you for the returnWe also discussed that we did have the call reviewed in relation to the $Evine creditIt was found that there was some miscommunication about how the credit was appliedI advised that I will remove the $Evine credit from your account and apply it towards your future ValuePays for this orderWe are more than happy to take care of this as a onetime exception as our policy is to request that our customers send the incorrect item back to our facility If you had any additional questions or need further help, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at *** between the hours of 9am-5:30pm EST, Monday through Friday Thank you for your understanding and cooperation Sincerely, Bridget *** Executive Resolution Office Evine CC: Revdex.com

*** *** *** *** ** Fayetteville, NC Cr: *** Case#: *** Dear *** *** We have received your complaint from the Revdex.com regarding Apple iPhone 6s (order# ***)I apologize for any inconvenience this has causedI have
attempted to reach you via telephone and email to no availIf you wish to discuss this matter further, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at l***@evine.com between the hours of 9am-5:30pm EST, Monday through FridayThank you for your understanding and cooperationSincerely, LeShonn *** Executive Resolution Office Evine CC: Revdex.com

Initial Business Response /* (1000, 5, 2015/12/02) */
Dear Ms***,
EVINE Live would like to thank you for taking the time to share your concerns with us regarding your order
Our records indicate that on October 23rd, you placed XXXXXXXXX for a Swagway Self Balancing Electric
Scooter w/ BuiLED Lights requesting a payment plan of six monthly paymentsBy requesting the ValuePay option you are agreeing to the terms and conditions of ValuePay with EVINE LiveOrders may be subject to credit approval by EVINE Live and EVINE Live may review credit reports to qualify customers for ValuePayEVINE Live reserves the right to limit or restrict the use of ValuePay at any timeThis information is on our web site at www.evine.com
When using ValuePay, EVINE Live is extending you credit because we ship merchandise to you before full payment is receivedBecause of this process, EVINE Live has a legally permissible purpose to pull a credit report as this information is intended to be used for a credit transactionWe use Equifax Information Services LLC to obtain credit report informationWe submit the customer's name and address as it is provided to usThere is also a disclaimer on our website and on air that indicates that ValuePay is available to qualifying customers
If you have any further questions please contact our office at X-XXX-XXX-XXXX
Sincerely,
M***
Credit Payment Specialist II
Initial Consumer Rebuttal /* (3000, 7, 2015/12/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
on the date of purchase, I wasn't given that information to agree or disagreeI didn't need your creditThe rep who took my order didn't day a thing about running my credit for value pay, so how was I giving you my permission to do so? I've never had this problem with your competitor's and I do check my credit oftenThis is still a breachI called back to speak with a customer rep(check your records) and was told they don't ask but should
Final Business Response /* (4000, 9, 2015/12/04) */
Dear Ms***,
We are in receipt of your letter to the Revdex.comIt appears that our previous communications with you did not explain the issue as well as you would have liked
When order number XXXXXXXXX was placed, you requested to use our ValuePay option, and you agreed to the terms and conditions of ValuePay with EVINE LiveOrders may be subject to credit approval by EVINE Live and EVINE Live may review credit reports to qualify customers for ValuePayThere is a disclaimer on our website and on air that indicates that ValuePay is available to qualifying customers
EVINE Live reserves the right to limit or restrict the use of ValuePay at any timeThis information is our web site at www.evine.comWhen you are placing your order online and chose the ValuePay option there is a "What is ValuePay" icon which you can click on for more informationA disclaimer is also listed under "Terms Of Use."
If you have any further questions please contact our office at X-XXX-XXX-XXXX
Sincerely,
M***
Credit Payment Specialist II

Dear Ms***, This letter is in response to your recent Revdex.com inquiry. It appears that our previous communications with you did not explain the issue as well as you would have liked. As stated in the previous letter, please allow time to receive the paper copy of your account history from December through November This shows all the orders you placed, the items you returned as well as all charges and refundsOnce you receive this please go over and reconcile with your records If you have any further questions please contact our office at ###-###-#### Sincerely, LO’*** Senior Credit Payment Specialist

Dear *** ***,
We have received further correspondance from the Revdex.com regarding your late return request for the Beekman "On the Move" Routine Collection (order# ***)I apologize for any inconvenience this has caused
Your order was placed on January 7, and your return was not received until March 13, Due to the fact that this is beyond our day return policy, the item was sent back to you and we cannot accept a return
If you have any additional questions, please contact me directly via telephone at *** or *** or via email at ***@evine.com between the hours of 9am-5:30pm EST, Monday through Friday
Thank you for your understanding and cooperation
Sincerely,
LeShonn ***
Executive Resolution Office
EVINE Live
CC: Revdex.com

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 have talked to the company since and have resolved the issuesBridget was very helpful and understandingI will continue to do business with this company

I am rejecting this response because: the person who wants me to contact her is basically calling me a liarShe has also lied about the customer service rep AmberThat woman was trying to help a customer resolve an issue and now will face discipline actions for doing the right thingI understand that this tv host might have made a mistake but not times, without authorization from someone above himI don't really care how much it costs Evine, in this country you can't advertise and then tell customers I'm sorry he made a mistakejust send back the item that you saved your money to buy and we'll call it evenWhy should a person who ordered the same watch as me only in a different color at the same point in time get a case and I don't? ?? The nasty attitudes I have received from Evine are unfortunate but I'm a little to old to be intimidated when I know I'm right about something. If even wants to stick to their story that it was never said let me email the tapes to that person and then tell me again

Case#: *** Dear *** *** We have received your complaint from the Revdex.com regarding your request for warranty assistance and/or exchangeI apologize for any inconvenience this has causedDuring our conversation on December 6, 2017, I advised you that this was beyond our
30-day return timeframe and inquired if you had spoken with the manufacturer’s warrantyYou advised me that you had spoken with the warranty who advised you the item only had a one-year warrantyYou further advised me that the warranty company states to repair the TV would cost $I advised you I would reach out to the warranty for more informationI later called you and left you a voicemail with the contract number (***) advising you the warranty is for two years as advertisedAfter further research with the warranty, it was found that there is physical damage to the TV, which is not covered by the warrantyDuring our conversation on December 6, 2017, you stated that you emailed our Customer Service Department to report this damage within 30-days; at which time, I asked you to forward me this email so I could review furtherAs of today, I have not received the requested information; however, I received an email from you stating that you received a letter from the President of Samsung stating your TV only had a one-year warranty versus the two-year warranty we advertisedIf you could please forward me the email you sent to our Customer Service Department reporting the damage within 30-days of receiving the TV as well as this letter, I will review this furtherThank you for your understanding and cooperationSincerely, Diana ***

Dear *** ***, We have received your complaint from the Revdex.com regarding the return of order# ***. I apologize for any inconvenience this has caused During our conversation on November 18, 2016, I advised in order for your items to be accepted as
returns the package would need to reach our warehouse no later than October 14th (days from date of delivery). Reviewing the return tracking information the return package was not provided to USPS until October 27th 2016, after the days return timeframe. As the package was not received to our warehouse within days the items were returned to you and will not be accepted as a return. If you have any additional questions, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at *** between the hours of 9:30am-6:00pm EST, Monday through Friday Thank you for your understanding and cooperation Sincerely, Diana *** Executive Resolution Office Evine CC: Revdex.com

Dear *** ***, We have received further correspondence from the Revdex.com regarding your complain. I apologize for any inconvenience this has causedDuring our conversation, I advised you that we were unable to verify your claim that you had called EVINE Live within the stated return timeframe for your order. I apologize, but we are unable to accept a return on your order as it is outside EVINE Live’s return period. We have asked that Invicta contact you to initiate warranty service on your watch. You may also contact Invicta directly at ###-###-####If you would like to discuss this matter further, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at *** between the hours of 9am-5:30pm EST, Monday through FridayThank you for your understanding and cooperationSincerely, Douglas *** Executive Resolution Office EVINE Live

Initial Business Response /* (1000, 5, 2016/01/18) */
Dear *** ***,
We have received your complaint from the Revdex.com regarding the return of an EFFY ring (order # XXXXXXXXX)I apologize for any inconvenience this has caused
During your conversation with LeShonn in
my office on January 14, 2016, he explained to you that not all EVINE Live invoices are sent with the pre-paid SmartLabel, and that in cases where it doesn't we do ask that our customer choose their own carrier and pay to return an unwanted itemThis information and return instructions can be found on your invoice that was sent with the merchandise
This is EVINE Live's standard return policyI apologize, but we will not be able to accommodate your request for return postage reimbursement
If you would like to discuss this matter further, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at ***@evine.com between the hours of 9am-5:30pm EST, Monday through Friday
Thank you for your understanding and cooperation
Sincerely,
Douglas ***
Executive Resolution Office
EVINE Live
CC: Revdex.com
Initial Consumer Rebuttal /* (3000, 7, 2016/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company is intractable regarding posting their return policies for expensive items on their website BEFORE a purchase is madeI know I think this is deceptive; I would think the Revdex.com would think that also
I think EVINE does this so that if you buy an expensive item that does not meet one's satisfaction when it arrives, then you are more likely to keep it rather than go to a UPS store to pay for shipping and insurance
I had back surgery a few weeks ago and was not able to drive to a store and had to have a friend take care of it for me
They could have made an exception, but chose not to
Final Business Response /* (4000, 9, 2016/01/20) */
Dear *** ***,
We have received further correspondence from the Revdex.com regarding your complaint
Information regarding EVINE Live's return policy may be found online at www.evine.com in the 'Help' sectionReturning an unwanted item to EVINE Live is always our customer's responsibility, whether a pre-paid label is included on the invoice or notThere will be instances when a pre-paid label is not included with your itemIn such a case, the expectation is that the customer will take the item to a carrier of their choice to make arrangements to return their order
In order to remain constituent with our stated return policy, we are unable to offer reimbursement for your return of this order
If you would like to discuss this matter further, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at ***@evine.com between the hours of 9am-5:30pm EST, Monday through Friday
Thank you for your understanding and cooperation
Sincerely,
Douglas ***
Executive Resolution Office
EVINE Live
CC: Revdex.com

Initial Business Response /* (1000, 6, 2015/09/22) */
Dear *** ***,
We have received your complaint from the Revdex.com regarding your LG LED TV (order# XXXXXXXXX)I apologize for any inconvenience this has caused
During my conversation with your husband, *** ***, on
September 22, 2015, I advised we did confirm that your TV was picked up and are processing your returnThe two ValuePays that have been captured will be credited within 3-business days to the original method of payment
If you would like to discuss this further, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at ***@evine.com between the hours of 9am-5:30pm EST, Monday through Friday
Thank you for your understanding and cooperation
Sincerely,
Kris ***
Executive Resolution Office
EVINE Live
CC: Revdex.com
Initial Consumer Rebuttal /* (2000, 8, 2015/10/02) */

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12263143, and find that this resolution is satisfactory to me

I am rejecting this response because:
Evine did contact me & asked that I send pictures of the jacket via email which I didThey called again a couple of days later saying they received the pictures & email & to call the back & they would discuss a resolution however they didn't leave a phone # that time & I did not have it any longer So I sent a message via email letting them know but have not heard back from them regarding this matter

Dear *** ***, We have received your complaint from the Revdex.com regarding the warranty on your Samsung television (order # ***). I apologize for any inconvenience this has caused During our conversation on June 7, 2016, I advised you that your television
definitely has a two year warranty, and that I would contact Samsung on your behalf to verify and have them contact you. Samsung responded that your television is covered by a two year warranty, and that they would have an agent contact you to assist. During our conversation on June 10, 2016, you confirmed that Samsung had contacted you and that you would be receiving a call from a local service agent soon Again, I apologize for any frustration this matter has caused If you would like to discuss this matter further, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at d***@evine.com between the hours of 9am-5:30pm EST, Monday through Friday Thank you for your understanding and cooperation Sincerely, Douglas *** Executive Resolution Office EVINE Live CC: Revdex.com