American General Life & Accident Insurance Co

Dear [redacted],   We have received your complaint from the Revdex.com regarding your order for the HTC Desire Eye M910x Unlocked GSM 4G LTE Quad-Dore Phone (order# [redacted]).  I apologize for any inconvenience this has caused.   I have attempted to reach you via...

telephone and sent an email to no avail.   If you would like to discuss this matter further, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at [redacted] between the hours of 9am-5:30pm EST, Monday through Friday.   Thank you for your understanding and cooperation.   Sincerely,     Bridget [redacted] Executive Resolution Office Evine   CC:  Revdex.com

I am rejecting this response because:
As you can see the picture I am sending there was no mention of the value pay being done by a credit check also when I spoke to the operator there was no mention at all also

Dear Ms. [redacted],     EVINE is in receipt of your letter to the Revdex.com.   Our records indicate that on December 7, 2011 you placed Order number [redacted] for a Elocity A7+ Tablet w/ Case on six mothly installments. This order was placed on your Visa card ending [redacted]....

On February 15, 2012 your credit card began declining and you paid our Collections department for the balance on May 3, 2012. The ValuePayments were then retricted from your account as this is our policy once an account is in Collections.   After further review of the account, we have reinstated the ValuePay option as a one-time courtesy. If your account were to be sent to Collections in the future, we would not be able to reinstate the ValuePay option.   Evine does not report to the Credit Bureaus, so this will not reflect against your credit ratings. We hope that you continue to do business with Evine Live in the future.     If you have any further questions please contact our office at ###-###-####.     Sincerely,       K. [redacted] Senior Credit Payment Specialist

Dear [redacted],   We have received your complaint from the Revdex.com regarding the Cook's Companion® 6.5 qt 1500W Ceramic Nonstick 11-in-1 Digital Multi Cooker you purchased on February 2nd 2016 not working properly.  I apologize for any inconvenience this has caused....

  Per our conversation on February 6th 2016 you advised the product was returned to Evine.  We reviewed Evine’s 30-day return policy, we also discussed working through the manufacturer’s warranty.  I am currently working on locating the product in our warehouse and forwarding the package to the manufacturer for further assistance.  If for any reason the manufacture is not assisting through the terms of the warranty, please contact me for further assistance.   If you have any additional questions, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at [redacted] between the hours of 9:30am-6:00pm CST, Monday through Friday.   Thank you for your understanding and cooperation.   Sincerely,   Diana [redacted] Executive Resolution Office EVINE Live   CC:  Revdex.com

Dear [redacted],   We have received your complaint from the Revdex.com regarding the 58 “Vizio 4K Smart TV (order# [redacted]).  I apologize for any inconvenience this has caused.   During our conversation on October 12, 2016, I advised you to contact the delivery...

company to set up an appointment for pickup and that once this has been done to contact me back. Once we get confirmation that the TV was received I will issue you a refund.   If you have any additional questions, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at [redacted] between the hours of 9am-5:30pm EST, Monday through Friday.   Thank you for your understanding and cooperation.   Sincerely,     LeShonn [redacted] Executive Resolution Office Evine   CC:  Revdex.com

May 22, 2017     Ms. [redacted] Fairfield, OH 45014-6103     RE: Cr [redacted]        Complaint number [redacted]     Dear Ms. [redacted],     Evine is in receipt of your letter to the Revdex.com....

  Our records indicate on April 27, 2017 your ValuePays started declining on your credit card ending [redacted]. We made our first attempt to contact you on April 29, 2017 and a voicemail was left. We spoke with you on May 5, 2017 to advise of your past due balance, however no payment was set up. Your account currently remains past due in the amount of $28.32. Please contact ###-###-#### to make payment arrangements. Failure to resolve the past due amount may result in the ability to use the ValuePay option.   Evine does not report to the Credit Bureaus, so this will not reflect against your credit ratings. We hope that you continue to do business with Evine in the future.     If you have any further questions, please contact our office at ###-###-####.     Sincerely,         K. [redacted] Senior Credit Payment Specialist

Initial Business Response /* (1000, 5, 2015/11/27) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding the cancellation of two Samsung televisions (orders XXXXXXXXX and XXXXXXXXX). I apologize for any inconvenience this has caused.
During your...

conversation with our Customer Service Supervisor, Martha, on November 24, 2015, you were advised that the prices advertised online for these items were incorrect, and that we would not be able to honor these prices as you requested.
This type of error is covered by our Terms of Use, which can be found at www.evine.com:
Correction of Errors and Inaccuracies. The information on EVINE.com may contain typographical errors or inaccuracies and may not be complete or current. EVINE Live reserves the right to correct any errors, inaccuracies or omissions and to change or update information at any time without prior notice (including after you have submitted your order). Please note that such errors, inaccuracies or omissions may relate to product description, pricing and availability. EVINE Live reserves the right at any time after receipt of your order to accept or decline your order, or any portion thereof, even after your receipt of an order confirmation from EVINE Live. EVINE Live reserves the right to limit the order quantity on any item. In the event that a product is listed at an incorrect price due to supplier pricing information or typographical error, EVINE Live shall have the right to refuse or cancel orders placed for the product listed at the incorrect price, regardless of whether the order has been confirmed and your credit card charged. If the incorrect price or typo is discovered after the product has shipped, you acknowledge that you will either refuse the delivery, return the product (at EVINE Live 's expense) or you will be charged the EVINE Live price of the item as it should have been for the item(s) in question on the day of the sale and may have restrictions placed on your EVINE Live account. If your credit card has already been charged for the purchase and your order is canceled, EVINE Live shall promptly issue a credit to your credit card account in the amount of the incorrect price
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 [redacted]@evine.com between the hours of 9am-5:30pm EST, Monday through Friday.
Thank you for your understanding and cooperation.
Sincerely,
Douglas [redacted]
Office of the President
EVINE Live
CC: Revdex.com

Dear [redacted], We have received your complaint from the Revdex.com regarding your return of the Apple iMac (order#[redacted]).  I apologize for any inconvenience this has caused. During our conversation on April 20, 2016, you advised me that you had provided our vendor the necessary credentials to unlock the computer once they receive it back. Upon receipt of the computer a full refund will be issued to the credit card that was used for the purchase. We apologize for the delay. If you have any additional questions, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at [redacted] between the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, Bridget [redacted] Executive Resolution Office EVINE Live CC:  Revdex.com [redacted]

Dear [redacted],   We have received your complaint from the Revdex.com regarding the Gems en Vogue 5mm Birthstone Textured Cross Lord's Prayer Pendant w/ Chain (ord#[redacted]) and the Joyce GiraudPure4 Oil Duo for Face, Body& Hair 1 oz (ord#[redacted]). I apologize for any...

inconvenience this has caused.   During our conversation on December 20, 2016, we discussed our policy in regards to orders that are sent to an incorrect address. I advised you that I was issuing a refund for the orders in question ([redacted] & [redacted]). Please note, we may not be able to do this for future orders should they ship to the incorrect address, as we do not have control over the shipping address selected for online order.  As we discussed I suggested for you to log into the account online to ensure that any previous incorrect addresses have been removed and to change your password for your account on our website.   If he would like to discuss this further, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at [redacted] between the hours of 9am-5:30pm EST, Monday through Friday.   Thank you for your understanding and cooperation.   Sincerely,     Bridget [redacted] Executive Resolution Office Evine   CC:  Revdex.com

Initial Business Response /* (1000, 5, 2016/02/02) */
Dear Mr. [redacted],
Evine Live would like to thank you for taking the time to share your concerns with us regarding your account.
Our records indicate that on September 18th, 2015 you placed order number XXXXXXXXX for a Passage to Israel...

Sterling Silver8" Gemstone Inspirational Toggle Bracelet. This order was placed on your Visa card ending *2682. On November 22nd, 2015 you had asked to have your new credit card ending *5099 updated for your installments. Unfortunalty this card declined the charge for the fourth installment which was due on December 19th, 2015. The remaining balance owed is $39.74. To bring your account current please contact Affiliated Group at X-XXX-XXX-XXXX.
Evine Live does not report to the Credit Bureaus, so this will not reflect against your credit ratings. We hope that you continue to do business with Evine Live in the future.
If you have any further questions please contact our office at X-XXX-XXX-XXXX.
Sincerely,
M. [redacted]
Credit Payments Specialist II

Initial Business Response /* (1000, 5, 2016/03/04) */
Dear Ms. [redacted]
EVINE Live is in receipt of your letter to the Revdex.com.
Our records indicate that on January 31, 2016 you recently placed Order number XXXXXXXXX for a Dell 15.6" Touch Notebook Software and Tech Support...

Bundle requesting a payment plan of six monthly payments. We also show that on January 4, 2015 you placed Order number XXXXXXXX for a Samsung Galaxy Tablet requesting a payment plan of six monthly payments. By requesting the ValuePay option you are agreeing to the terms and conditions of ValuePay with EVINE Live. Orders may be subject to credit approval by EVINE Live and EVINE Live may review credit reports to qualify customers for ValuePay. EVINE Live reserves the right to limit or restrict the use of ValuePay at any time. This 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 received. Because 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 transaction. We use Equifax Information Services LLC to obtain credit report information. We submit the customer's name and address as it is provided to us. There 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,
K. [redacted]
Credit Payment Specialist II
Initial Consumer Rebuttal /* (3000, 7, 2016/03/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was nothing stating you were pulling my credit. Just that I had 6 payments to make and I NEVER GAVE YOU MY SS NUMBER SO WOULD LOVE TO KNOW HOW YOU GOT IT!!! I AM PUTTING IN WRITING TO NEVER EVER PULL MY CREDIT AGAIN AND I WILL NOT BE PURCHASING ANY ITEMS IN THE FUTURE FROM EVINE.

Case#: [redacted] Dear [redacted],We have received your complaint from the Revdex.com regarding your order for the J-Sport by Jambu "Sport Walker" Memory Foam Lace-up Athletic Shoes (order# [redacted], item#732-671). I apologize for any inconvenience this has caused. When we spoke on...

December 12, 2017, we discussed two concerns regarding this order; your request for a late return extension and a dispute filed with your credit card company that temporarily prevented new orders from being able to be placed.During this conversation, we reviewed Evine’s 30-day return policy, which you advised me you were aware of. I offered to extend the return timeframe as a courtesy and explained the item would be accepted if there were no signs of excessive wear; at which time, you declined this offer. You further stated you wanted to be refunded for the item without returning the product. I explained to receive a refund, the item would need to be returned. We also spoke in regards to you not being able to place new orders on your account. I explained the reason you were unable to place new orders was due to a dispute you filed with PayPal for this order and offered to have a Manager in our Credit Department contact you to discuss further, which you accepted and proceeded to disconnect the call. Later the same afternoon, you reached out via Social Media for assistance regarding a return extension for this item, which you were provided a return extension of January 2, 2018 along with the return address. If you need further assistance, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at [redacted]@evine.com between the hours of 9:30am-6:00pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, Diana [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.  I understand the return policy which still leaves me wondering, if you have to allow 10 days to return an item, how is that a 30 day trial period?  Maybe that is something that can be clarified by hosts when mentioning the return policy.  Thank you for your assistance in this matter.

Initial Business Response /* (1000, 5, 2015/05/28) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding your request to return your Madi Claire 'Rachelle' Satchel (order# XXXXXXXX). I apologize for any inconvenience this has caused.
During our...

conversation on May 22, 2015, I advised that we are unable to accept this order as a return due to the fact that it has far exceeded our 30 day return time frame. Your order was placed on January 20, 2013. As stated in our return policy, you may return or exchange the item within 30 days of when you receive the item. I apologize for the issues you have experienced with the item; however, we must remain fair and consistent with all of our customers in regards to our return policy.
If you have any further questions or concerns, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at [redacted]@evine.com between the hours of 9am-5:30pm EST, Monday through Friday.
Thank you for your understanding and cooperation.
Sincerely,
[redacted]
Office of the President
EVINE Live
CC: Revdex.com
Initial Consumer Rebuttal /* (3000, 8, 2015/06/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is a complete lack of customer service and initial customer service employees state "that they have to release
My call" when I have stated that I would be glad to remain on hold for a supervisor. I have even stated that I would pay to send the faulty madi Claire handbag to a supervisor so that they could see this was a brand new product that just fell apart. When the reply from the office of the president said, "we have to be fair to all our customers" and can not accept returns over 30 days. Why do reputable companies like LL Bean, Lands End, Macy's , Nordstrom's , Kohl's, etc. go out of their way to resolve a customer problem ? This is a minor request for a credit or refund in the amount of $100 to a company ShopHQ which has now become Evine Live.
Such a minor request to a company that should be very responsive. I am not asking for. $5000 credit for an item that is 10 years old....The product completely fell apart after 3 days use. Thank you.
Final Business Response /* (4000, 10, 2015/06/08) */
Dear Ms. [redacted],
Thank you for your feedback regarding our response. As we stated previously, your order from January 20, 2013, falls outside of our stated 30-day return policy and cannot be returned. This is EVINE Live's final decision regarding this matter.
Thank you,
Thanks!
[redacted]
Office of the President
EVINE Live

I am rejecting this response because: As I told your Secretary, I had called about 2-3 months earlier and spoke with one of your cs rep. And as I stated in my original complaint, IT IS NOT MY FAULT OR MY PROBLEM if YOUR employee did not handle a simple request, well I don't know what to say but, maybe you need to send your side kick and your cs reps. to LEARN HOW TO TREAT CUSTOMERS FROM HSN OR QVC because they don't have  people like  your employees.  BUT IT IS UNFORTUNATE THAT YOU DON'T HAVE THOSE TYPE OF EMPLOYEE. As I stated before. All I want is all of my money back that I PUT DOWN on the sheets, plus shipping and handling, and that will be fine. due to thefact that your employee did not do the change of address , as I requested and the rude unprofessional treatment from your secretary. which was unacceptable. I DID FIND OUT THAT THIS COMPANY HAS QUITE A FEW COMPLAINTS...

Dear [redacted],   We have received your complaint from the Revdex.com regarding the return of the two Apple iPad Minis you ordered on December 17, 2015 (Order # [redacted]).  I apologize for any inconvenience this has caused.   During our conversation on July 5, 2015, I...

advised you that our Customer Service team had previously contacted the supplier warehouse regarding your claim of returning these items, and your return was not located.  I advised you that I would need a return tracking number in order to research this matter further.  You provided a USPS tracking number of [redacted], which does not track on the USPS website.  I asked you to contact the Post Office that you sent your package back from in order to get more information.   If you would like to discuss this matter further, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at [redacted] between the hours of 9am-5:30pm EST, Monday through Friday.   Thank you for your understanding and cooperation.   Sincerely,     Douglas [redacted] Office of the President EVINE Live   CC:  Revdex.com

Initial Business Response /* (1000, 5, 2015/05/21) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding the return a Simmons mattress set (order # XXXXXXXXX). I apologize for any inconvenience this has caused.
During our conversation on May...

19, 2015 you advised me that you had been contacted by the delivery agent, and that they would be picking up the mattress later that day. I did receive a confirmation that the mattress has been picked up and a full refund has been issued for this order.
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 [redacted]@evine.com between the hours of 9am-5:30pm EST, Monday through Friday.
Thank you for your understanding and cooperation.
Sincerely,
[redacted]
Office of the President
EVINE Live
CC: Revdex.com

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.Diana at Evine was polite and very helpful. She was a pleasure to work with. She advised me of some of the key things to note about the website and suggested I go over the terms and conditions as I was a new customer. If all Evine employees were as helpful as Diana I would be happy to continue to do business with this company.**

I am rejecting this response because:I have attempted to return Bridget's calls (left voicemail) and I responded to her via email and I still have not received a follow up.

I am rejecting this response because:
First I want to Thank-you but they still are not justifying the charges made on my account they sent me a PDF which was incredible so I asked for a paper copy, I still don't see how 52 payments were taken out of my account in one day. Most of the items ordered were sent back, I never ordered that many items ever, it's not feasible! Bank withdrawals don't even make sense, Jan -35, Feb -23, Mar -15, April -52, may- 10. June- 7, July- 12, Aug -13, Sept- 6 I have requested a paper copy as my account had been cleared out from Dec 2015 to 2016 WHY! As for back in Dec they did not offer 6  value pays, and to be told by a customer rep that I have 2 accounts what's that all about. If you saw what they sent me its not legible not does it give any of the info I wanted there were no orders placed for months! As far as I'm concerned I deserve a paper copy of my account, and I matched the order numbers with bank withdrawals those items had been returned,!if I made all those payments surely something got payed 163 payments in 6 months .if I had actually ordered and had these items. But as I see it thousands of dollars should of covered something, I want my money back from them they won't admit to making a error!