American General Life & Accident Insurance Co

Initial Business Response /* (1000, 5, 2016/01/12) */
Dear Ms. [redacted],
EVINE Live is in receipt of your letter to the Revdex.com.
Our records indicate that on January 8th, 2016 you placed order number XXXXXXXXX for an Orbit Self-Balancing hover board w/Samsung Battery & 1-Year...

Warranty 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,
M. [redacted]
Credit Payment Specialist II
Initial Consumer Rebuttal /* (3000, 7, 2016/01/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
These practices are dishonest and deceptive. Ot is not clear in your terms of use nor is it exllained clearly that a credit check will be ran. Why would I use my debit card to have a credit check when you all have a credit card that I could have applied for if I meeded credit. This response is not satisfactory and is an insult to me as a customer.
Final Business Response /* (4000, 9, 2016/01/14) */
Dear Ms. [redacted],
We are in receipt of your letter to the Revdex.com. It 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 online, you requested to use our ValuePay option, and you agreed 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. There 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 time. This information is our web site at www.evine.com. When 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 information. A 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. [redacted]
Credit Payment Specialist II

Initial Business Response /* (1000, 5, 2015/11/17) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding your order that shipped to an incorrect address (order XXXXXXXXX). I apologize for any inconvenience this has caused.
I have attempted to reach...

you via telephone to no avail.
If you wish 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,
LeShonn [redacted]
Executive Resolution Office
EVINE Live
CC: Revdex.com
Initial Consumer Rebuttal /* (2000, 7, 2015/11/19) */
I have not had a chance to return the company's calls. PayPal found the problem to be their fault and refunded the funds. Please close this case.

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. They are issuing me a refund for the items that I did not receive.

June 27, 2017     Ms. Haydee G[redacted]
[redacted] *
[redacted]   Customer #[redacted] Complaint #[redacted]     Dear Ms. G[redacted]:     Evine is in receipt of your letter to the Better...

Business Bureau regarding concerns you had on your account.    After reviewing your account, we have found your account links by address to an account that we have taken a financial loss on using value pay.  We verified that you and the other customer are still at this address. Due to this information, you are unable to place orders until this balance has been paid in full. Once this is complete we can have your account reopened for new orders.   Evine reserves the right to restrict accounts and any directly linking accounts that resulted in a financial loss. Once the debt has been paid and we receive confirmation of this, your account and all linking accounts will be reopened for new orders.   If you have any further questions or concerns, please contact our Credit Department at [redacted].     Sincerely,   L. [redacted] Senior Credit Payment SpecialistTell us why here...

I am rejecting this response because:   Evine did not have that conversation with me.This item needed a signature and was tried to be delivered to me 3 times.  Upon realizing that I needed to actually sign for it and could not just sign the back of the UPS slip I went into the local UPS pickup location.  I was told by UPS that the item had been returned to sender the evening before.  It was received by the sender on 8/11/16.  I called to explain the issue on 8/15/16 and was told that it would take 5 business days before I would see the  refund processing.  I called back on 8/18 and was told that nothing had been done on the warehouse end and that it would be escalated and in 3 business days the money would be refunded.  It wasn't.  I called back on 8/23/16 with still no refund and was told that it had been processed and should be there by 8/25/16 and it never happened.  It took me opening this case with Revdex.com before any action was taken by them.  I didn't even speak to this Leshonn [redacted] person...someone named Sean called me from Evine to talk to me about the situation on 8/29/16.  So this response from Leshonn is a bogus lie.  That conversation never took place!

I am rejecting this response because:
I have no records of an email or voicemail left for me. I just called the number provided and left a message. Hopefully we can discuss this soon.

Dear [redacted], We have received further correspondence from the Revdex.com in regards to the delivery claim filed on July 31, 2015, for your 14K Bella Rosa Rica Rings (order# [redacted]).  I apologize for any inconvenience this has caused. The Claims Department has made their final decision and another exception cannot be made. If you have any additional questions, please contact me directly via telephone at [redacted] or [redacted] 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 Live CC:  Revdex.com

Initial Business Response /* (1000, 5, 2015/11/20) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding your online order that shipped to a wrong address (order#[redacted]) . I apologize for any inconvenience this has caused.
I have attempted to...

reach you via telephone to no avail.
If you wish to discuss this matter further, please contact me directly via telephone at [redacted] or [redacted] 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,
LeShonn [redacted]
Executive Resolution Office
EVINE Live
CC: Revdex.com

Initial Business Response /* (1000, 5, 2015/09/30) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding order # XXXXXXXXX shipping to the incorrect address. I apologize for any inconvenience this has caused.
After looking into this issue, it was...

found that refunds were issued for the two items on this order on September 24, 2015 as the result of EVINE Live's investigation. I apologize if you were provided with contradictory information.
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
Initial Consumer Rebuttal /* (2000, 7, 2015/10/08) */

Initial Business Response /* (1000, 8, 2016/03/04) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding a delivery claim on order # XXXXXXXXX). I apologize for any inconvenience this has caused.
When you reported non-receipt of this order on...

January 9, 2016, we began an investigation and it was determined that to process your claim, EVINE Live would need you to fill out and notarize claim forms. These forms were mailed to you on January 14, 2016, with specific instructions to return them to EVINE Live's Claims department no later than January 29, 2016. Unfortunately, these forms were not received until February 8, 2016, and your claim was denied. If you would like to discuss your claim further, please call X-XXX-XXX-XXXX.
If you have 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,
Douglas [redacted]
Executive Resolution Office
EVINE Live
CC: Revdex.com

June 27, 2017     Mr. [redacted]...

[redacted]                                   ...⇄ Customer # [redacted] New York, NY 10039-3134     Dear Mr. [redacted]:     Evine is in receipt of your Revdex.com letter regarding concerns you had on your account.    Our records indicate when you placed your order on March 29, 2017 it was cancelled as it exceeded the total open ValuePays allowed on an account. In addition, we have found your account links by name, address and phone number to an account that we have taken a financial loss on using ValuePay.  As a result, you are unable to place orders until this balance has been paid in full. Once this is complete we can have your account reopened for new orders.   When using ValuePay, Evine is extending you credit because we ship merchandise to you before full payment is received.  Because of this process, Evine 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 or concerns, please contact our Credit/Fraud Department at ###-###-####.     Sincerely,         K. [redacted] Senior Credit Payment Specialist

[redacted] I am rejecting this response because: the refund from Evine has not been credited to my Visa account to date, 6/28/17.  How long will it take to receive the refund?Thank you.[redacted]

Dear [redacted],   We have received your complaint from the Revdex.com regarding the refurbished Apple iPhone (order# [redacted]).  I apologize for any inconvenience this has caused.   I have attempted to reach you via telephone to no avail.   If you wish...

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,     LeShonn [redacted] Executive Resolution Office Evine   CC:  Revdex.com

Initial Business Response /* (1000, 5, 2016/02/18) */
Dear Linda [redacted],
We have received your complaint from the Revdex.com regarding the return of a Swagway scooter (Order # XXXXXXXXX). I apologize for any inconvenience this has caused.
During our conversation on February 18,...

2016, I advised you that we reviewed the call, and that our agent did provide incorrect information regarding the return date of this product. Because of this, we are leaving your refund in place and have mailed you a UPS label to return this product (UPS 1ZA6929VXXXXXXXXXX). Please use this label at your earliest convenience to return the Swagway.
If you wish to discuss this matter, 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]
Executive Resolution Office
EVINE Live
CC: Revdex.com
Initial Consumer Rebuttal /* (2000, 7, 2016/02/29) */

Initial Business Response /* (1000, 5, 2015/11/10) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding the damaged order you received (order# XXXXXXXXX). I apologize for any inconvenience this has caused.
During our conversation on November 10,...

2015, I advised you that a full refund was issued on November 3, 2015. During this conversation, you advised that you had reordered the item (order XXXXXXXXX) and there was one broken bottle in the set when you received it. As you stated that you were not going to return the set as you were using it, I processed an adjustment in the amount of $24.92, which was applied to your remaining ValuePays.
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 8am-4:30pm CST, Monday through Friday.
Thank you for your understanding and cooperation.
Sincerely,
LeShonn [redacted]
Executive Resolution Office
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 for now.Evine Live has contacted Samsung and Samsung has put a ticket in for the repair. I was told by Samsung last week that their Repair Center will contact me within 24-48 hours.I have not received any call to schedule the repair yet, I called the repair center and waited for few minutes since I was on hold. I will call them again this evening to ensure that they do send the technician out. I would like to keep the complaint open until the repair has been made. Thanks[redacted]

I am rejecting this response because:The seller didn't fix  the problem by giving me my money back, I asked her not to call me.

Initial Business Response /* (1000, 5, 2015/12/30) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding your experience with your orders for the Invicta watches' and the Sony PS4 (order XXXXXXXXX and XXXXXXXXX). I apologize for any inconvenience this...

has caused.
Per our phone conversation on December 18, 2015, we discussed your concerns regarding both the watches and the PS4. You had mentioned that you thought that since the first order for the PS4 was on our ValuePay plan and it was canceled, you were under the impression that the watch order would be canceled as well. Unfortunately it was not, we then discussed our return policy. During that call you had asked to speak with my supervisor. On December 23, 2015 my supervisor contacted you and you had indicated during that call that you could not talk. At that time our phone number to our office was provided so you may contact us at your convenience.
If you have any additional questions, you may 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,
Bridget [redacted]
Executive Resolution Office
EVINE Live
CC: Revdex.com

Dear [redacted], We have received your complaint from the Revdex.com regarding your return of the Safavieh Carolina chair (order#[redacted]).  I apologize for any inconvenience this has caused. Per our conversation on April 1, 2016, I explained that there was an unforeseen...

delay in processing your refund. I apologized for this delay and advised you that I have processed a full refund to the EVINE credit card that was used on the order. The refund can take 3-5 business days to process back to your original method of payment. This time frame depends on your financial institutions processing time. 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]

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 appreciate Lisa's professionalism and customer service in assisting with my complaint and accept the $7.95 credit to resolve this matter. Thank you.