American General Life & Accident Insurance Co

Initial Business Response /* (1000, 5, 2015/07/02) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding the American Comfort unit ordered by [redacted] (order# XXXXXXXX). I apologize for any inconvenience this has caused.
During our conversation on...

June 30, 2015, I advised that we are issuing credit to the original method of payment for the order. Please allow 3-5 business days for the credit to reflect with the issuing bank.
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]
[redacted] of the President
EVINE Live
CC: Revdex.com

Dear [redacted],   We have received your complaint from the Revdex.com regarding the refund for returns of your Glamorise items.  I apologize for any inconvenience this has caused.   During our conversation on December 14, 2016, we reviewed the Glamorise items you are...

currently being charged for.  Reviewing the information and the tracking information you provided we have processed a refund for order [redacted] item 721-379 and order [redacted] 716-560.  You indicated that you have sent in a check to pay off the remaining balance due on your account and asked what would happen with the overage amount.  I advised you to contact our Credit Department at ###-###-#### to request any over payment be return to you.   If you have any additional questions, 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] Executive Resolution Office Evine   CC:  Revdex.com

Initial Business Response /* (1000, 5, 2015/10/29) */
Dear [redacted]
We have received correspondence from the Revdex.com regarding your purchase for the Apple iPhone 6 (order # XXXXXXXXX) as well as the protection plan.
During our conversation on October 20, 2015 I advised...

you that if you would provide a written estimate of the repair cost of the broken screen, I would review. On October 26, 2015 you provided me that documentation that was requested. As of October 29, 2015 this matter is still under review. I will contact you once our review is complete.
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,
Bridget [redacted]
Executive Resolution Office
EVINE Live
CC: Revdex.com
Initial Consumer Rebuttal /* (3000, 8, 2015/11/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke with Bridget the Evine escalation rep on November 3rd and she stated that Evine would in fact pay $299.00. This was the amount of the estimate submitted from the Apple Store to repair the phone. She stated that she would send me an email confirming that they are covering the repair as well as the $299.00 in the next few days, but as of today I have not received either. Based on her word I went last night to the Apple store and paid for the repair out of pocket. I don't want to close this complaint until I receive the confirmation in writing and the funds to reimburse the repair as stated. I have attached the email of the receipt for the repair and I have also forwarded the email to Bridget at Evine.
Final Consumer Response /* (2000, 11, 2015/11/10) */
[redacted]Document Attached[redacted]
On 11/9/2015 I received a letter from Bridget confirming that they have sent to reimbursement of $299.00 to the card on file. This complaint has been resolved.
Thank you.
[redacted]

I am rejecting this response because:
1- They breached the sales contract by shipping the incorrect item; I paid them in good faith.2- I should not be impacted negatively in any way; paying them an additional $27 is not acceptable.  Alexandria said they need to have a payment to ship.  In fact, they have a payment.  Their process is to cancel the original transaction.  That is their problem, not mine.3- In a retail transaction where the merchant made a mistake, they would exchange the item no questions asked.  That is what I wanted. Evine could not or would not take that very simple step.I'm please that I have already received my refund from Evine.  I will exercise my right to NOT do business with them ever again.  I will also exercise my right to inform everyone I know, and by all possible media, of their horrendous customer service.I appreciate you assistance at the Revdex.comGood Day,John

Initial Business Response /* (1000, 5, 2015/08/14) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding your HP Desktop Computer (order# XXXXXXXXX). I apologize for any inconvenience this has caused.
During our conversation on August 11, 2015, you...

advised that you have disputed this transaction with PayPal and were told not to speak with us concerning it. I provided you with my direct contact information and have yet to hear back from you.
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 [redacted]@evine.com between the hours of 9am-5:30pm EST, Monday through Friday.
Thank you for your understanding and cooperation.
Sincerely,
Kris [redacted]
Executive Resolution Office
EVINE Live
CC: Revdex.com
Initial Consumer Rebuttal /* (3000, 7, 2015/08/24) */
I was sent a letter that I received on the 17th from a Kris [redacted] from Evine. I was told she was away for a week. I left her a voice mail telling her I would like to talk to her about this, and then I wrote her an email requesting the same. I understood she'd be back today.
It is not ready to be closed out. I am still waiting to hear from her and will call her myself after her lunch hour if I have not heard from her.
Thanks very much.
[redacted]
Final Business Response /* (4000, 14, 2015/09/23) */
Dear [redacted],
This letter is to follow up with my previous correspondence dated September 4, 2015.
As I advised via email on September 18, 2015, we did receive your item at our corporate office and forwarded it to our distributor. As of today, September 21, 2015, a return has been processed. Please allow 3-5 business days for the credits to be posted to your original method of payment.
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,
Kris [redacted]
Executive Resolution Office
EVINE Live
CC: Revdex.com
Final Consumer Response /* (2000, 16, 2015/10/01) */

Initial Business Response /* (1000, 8, 2015/08/17) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding your order for the stained glass window panel (order# XXXXXXXX). I apologize for any inconvenience this has caused.
During our conversation on...

August 14, 2015 I advised to you that due to the age of the order we are not able to offer you a refund. As a courtesy, I offered you a $20 EVINE credit that you may use on your next purchase with us.
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,
Bridget [redacted]
Executive Resolution Office
EVINE Live
CC: Revdex.com

Initial Business Response /* (1000, 8, 2015/07/29) */
Dear [redacted],
We have received your complaint from the Revdex.com in regard to a refund for an overdraft fee. I apologize for any inconvenience this experience may have caused.
Our records indicate the amount of $29.00...

was refunded back to your Visa ending in 2896 as of July 9, 2015. The reference number, which indicates this was accepted by the credit card company, is XXXXXXXXXXXXXXXXXXXXXXX.
Once again, I apologize for any inconvenience this may have caused.
Sincerely,
[redacted]
Senior Supervisor, Executive Resolution Office
EVINE Live
CC: Revdex.com
Initial Consumer Rebuttal /* (2000, 10, 2015/08/06) */
I have received my refund. Satisfied.

I am rejecting this response because:
I contacted Evine within their allotted time and they rejected the return.

Dear [redacted], We have received further correspondence from the Revdex.com regarding your Movado 38mm Museum Swiss Made Quartz Leather Strap Watch (order# [redacted], item# 629-529). On April 13th, 2017, you contacted me and I apologized as the contact information on file was incorrect, and updated your account. During this conversation, I requested copies of an appraisal from a certified jeweler stating the item was not an authentic Movado Watch; at which time, you stated you should not need to provide proof that the item is not authentic and that Evine should be providing this. I advised the item was not advertised as coming with a certificate of authenticity so one would not be available to send. I offered to send you a copy of the invoice which provided a brief description of the item, which you did not feel was adequate and disconnected the call. I attempted to reach you again on April 14, 17 and 18 in efforts to offer further assistance, but did not receive a response from you. I would like to discuss this matter further with you. Please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at [redacted] between the hours of 9:30am – 6:00pm EST, Monday through Friday. Sincerely, Diana [redacted] Executive Resolution Office Evine CC: Revdex.com

Dear Ms. [redacted],   Evine is in receipt of your letter to the Revdex.com.   Our records indicate that on August 25, 2016 your final ValuePayment of $10.46 was paid on order number [redacted]. This order is paid in full and we have notified Affiliated Credit Services to close...

this account.   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,         Lynelle S. Credit Payment Specialist II

Initial Business Response /* (1000, 5, 2016/01/13) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding the shipment of a Orbit scooter (order # XXXXXXXXX). I apologize for any inconvenience this has caused.
In your complaint, you state that you...

were unable to track the package with the UPS tracking information provided ([redacted]). A claim was filed, and on January 8, 2016, a refund was processed to your original payment method. Our Claims team called and left you a message with this information the same day.
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]
Executive Resolution Office
EVINE Live
CC: Revdex.com
Initial Consumer Rebuttal /* (3000, 7, 2016/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response because they made it out to seem like they responded in a timely manner. They did not respond until I contacted Revdex.com, Consumer Affairs and I wrote a complaint on there facebook page. Also my son Christmas was still ruined and all I get is an apology.

April 6, 2017 [redacted] [redacted] Portsmouth, VA 23703 Cr: [redacted] Complaint ID: [redacted] Dear [redacted] [redacted], We have received your complaint from the Revdex.com regarding the return of the Invicta 48mmPro Diver Scuba Quartz Bracelet Watch w/One-Slot...

Dive Case (order# [redacted]). I apologize for any inconvenience this has caused. I have attempted to reach you via telephone and email to no avail. If you would like to discuss this matter, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at b[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 [redacted]

May 31, 2017   [redacted] Selingsgrove, PA  17870-9436   Cr:  [redacted] Case#:  [redacted]   Dear [redacted],   We have received further correspondence from the Revdex.com regarding your Pamela McCoy Leather Jacket (order# [redacted]).    I apologize for any confusion as the email I sent you on May 23, 2017, contained my contact information in the email signature.  On May 31, 2017, I replied to your email advising you to contact me at your earliest convenience.   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

Initial Business Response /* (1000, 9, 2016/02/17) */
Dear Liz [redacted],
We have received your complaint from the Revdex.com regarding your return of the Apple MacBook Air Laptop (order#XXXXXXXXX). I apologize for any inconvenience this has caused.
Per our conversation on...

February 8, 2016, I advised you that the product was received back to the vendor's warehouse locked with your Apple credentials. I confirmed that you will receive the laptop back so you can unlock the laptop to the original settings. On February 15th I did receive an update from you that you were able to successfully unlock the laptop. I informed you that once our vendor receives the return a full refund will be issued.
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.combetween 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 further correspondence from the Revdex.com regarding orders that were sent to the wrong address. It appears that our previous communications with you did not explain the issue as well as you would have liked.   When using UPS MyChoice you have the option to choose or change your delivery address until the package states delivered. Unfortunately this delivery address was changed via UPS MyChoice, which is controlled solely by you. We apologize but due to this information we are unable to assist you any further, we would suggest contacting UPS for assistance.   We appreciate your understanding in this matter.   Sincerely,     Lisa [redacted] Executive Resolution Office Evine

Case#: [redacted] Dear [redacted] We have received your complaint from the Revdex.com regarding your late return request for the Cook's Companion® Perfect Weight Ceramic Nonstick 11-Piece Square Cookware Set (order# [redacted]). I apologize for any inconvenience this has caused. During our...

conversation on November 30, 2017, I explained that this order was beyond our 30-day return timeframe and inquired if you had spoken with the manufacturer’s warranty; at which time, you stated you had not spoken with the warranty nor did you wish to work through the warranty. I then advised you that due to the age of the order, we would first reach out to the warranty for assistance and I would follow-up with you during the week of December 4th. As we discussed on December 5, 2017, after further review, we will authorize the return of your order. As I explained, this is a courtesy and we will not be able to do this in the future. I have emailed you a UPS return label. A full refund will be issued once the item is received and processed at our warehouse. If you have any additional questions, 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 Executive Resolution Office

April 13, 2017   [redacted] Lake Worth, FL  33460   Cr:  [redacted] Case#:  [redacted]   Dear [redacted],   We have received your further correspondence from the Revdex.com regarding the North Shore Linens Sheet Set (order# [redacted]).    Due to the fact that you did not update your address information before submitting your order online, we are unable to issue a refund as you have requested.   Thank you for your understanding and cooperation.   Sincerely,     LeShonn [redacted] Executive Resolution Office Evine   CC:  Revdex.com

Initial Business Response /* (1000, 5, 2015/12/23) */
Dear Ms. [redacted],
EVINE Live is in receipt of your letter to the Revdex.com.
Our records indicate that on November 6th, 2015 you placed Order number XXXXXXXXX for Two Rosetta Stone Kits requesting a payment plan of six...

monthly payments on each. 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 Specialist II
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (3000, 7, 2015/12/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I in no way accept that Evine believes they have the right to perform a HARD CREDIT CHECK without A HOST saying so OUT LOUD, ON AIR, SEVERAL TIMES; IN WRITING ON THE TELEVISIONS SCREEN; AND/OR HAVE A CUSTOMER REP STATE IT ON THE TELEPHONE, IF THAT IS THE METHOD OF ORDERING. This is a HARD CREDIT CHECK we are talking about, NOT something insignificant. It effects a person's personal credit rating. I placed my trust in EVINE, giving them a credit card number, TRUSTING THEY WOULD DO BUSINESS WITH ME IN AN HONORABLE MANNER, NOT UNDERHANDED. I DO NOT care that they are claiming that they made it known. They did NOT make it known CLEARLY AND OBVIOUSLY. I AM REQUESTING THAT THE CREDIT CHECK MADE ON MY ACCOUNT AND ON MY CREDIT HISTORY BE REMOVED BY EVINE, THROUGH a certified letter sent to Equifax, explaining that I did NOT authorize this check and am NOT USING THE FLEXIBLE PAYMENTS OFFERED, SINCE I have paid the account and balance in full, long before the balance is/was due.
Final Consumer Response /* (3000, 11, 2016/01/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please let me qualify my "NO" answer. I will be satisfied ONLY and ONLY WHEN that HARD INQUIRY is REMOVED from my credit report(s) with whatever credit reporting agencies show the inquiry. I still maintain that this is an invasion of privacy and a completely unnecessary action. It is way TOO serious with potentially heavy implications for such a small purchase.I was NOT TRYING TO GET AN AUTO LOAN OR SOMETHING ALONG THOSE LINES! Let me reiterate: This HARD INQUIRY changed my credit score (even though I steadily maintain a credit score over 800)and was cited by my mortgage company as I was trying to refinance. VERY SERIOUS. I did not click on 'what is value pay' for a simple reason. I have used value pay in the past (BY THE WAY, AS FAR BACK AS IN THE 1990s, when you were Value Vision, etc. and throughout all of your other incarnations!!!!) and have never experienced this. I still maintain and will continue to have the opinion that this is underhanded, unnecessary, and extreme to the point of bullying and an abuse of power. I.E., just because you can, does NOT mean you should. Just think of the many people who do not follow up on this and may have some financial application refused to them for such an inquiry? This practice must be made publicly and in a more profound way to be considered fair, not simply throwing it back onto the consumer, the consumers, by the way who are paying your salaries, announcing it is our fault for not reading your fine print. Again, you are asking the highly improbable. While your style is to RUSH everyone because the item is ready to sell out immediately, hurry, hurry, rush to your computers and phones and place your order. Yes, along with that marketing strategy, you also expect consumers to stop the ordering process and read the fine print, which includes an action unheard of in the industry. You can say all you want that I or we did not read the fine print. Isn't that the exact statement that gives big business and for that matter, any business, a bad rap?? You are feeding into that opinion of businesses. This is a poor business practice. Please do not worry about me being 'banned' from using Value Pay. I have instituted a self imposed ban against ever using Shop NBC, Value Vision, ShopHQ, Evine, etc. (what ever your current/future name is/will be), have closed my credit card account affiliated with your company and have also deleted my shopping account. If I need to shop online or electronically, there are other options with companies who do not unknowingly jeopardize my credit standing, such as HSN & QVC. I would like a letter from the credit reporting agencies stating this inquiry has been removed. I will, at that time, consider being satisfied with the outcome of my complaint. Until then, I have answered 'NO' to your question. Thank you to all who have worked on this thus far, and who continue to do so on my behalf. I appreciate it.
Final Business Response /* (4000, 13, 2016/01/06) */
Dear Ms. [redacted],
We have received further correspondence regarding your recent Revdex.com inquiry.
Your information was sent to Equifax on December 30, 2015, requesting that the inquiry dated November 6th 2015 be removed. You will need to follow up with Equifax as this process may take up to 60 days. We understand your frustration, however there is nothing further we can do to expedite the process.
I have attached a copy of the request that was sent to Equifax. You may contact Equifax at
X-XXX-XXX-XXXX for further assistance.

If you have any further questions please contact our office at X-XXX-XXX-XXXX.
Sincerely,
K. [redacted]
Credit Specialist II

I am rejecting this response because:I've requested EvineLive NOT charge me for returning a package, unopened. I've also requested my EvineLive credit card account be closed by consumer request. These actions cannot be completed via telephone. In order to protect my consumer/billing rights I have chosen to communicate via email, only. I do not trust EvineLive. They've displayed terrible customer service and have yet to take responsibility for sending unsolicited merchandise through USPS-according to their site, is illegal.Simply making an attempt to telephone me is not in any way a resolution to a problem created by EvineLive shipping department.Aside from the email copy we both have from d[redacted]@evine.com, I left a voice mail message for him on 5-19-16 and attempted to phone him today. A message says he's out of the office 5-20-16. He has not called or emailed me, otherwise.

Initial Business Response /* (1000, 5, 2015/10/28) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding Holiday Pricing for the Anuschka Hand-Painted Leather Hobo Handbag w/ coin purse (item XXX-XXX). I apologize for any inconvenience this has...

caused.
During our conversation on October 26, 2015, I apologized for any misinformation you may have received in regard to our Holiday pricing policy and advised you this would be addressed internally. As a courtesy, I offered to match the Holiday price of $129.34, which you declined.
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,
LeShonn [redacted]
Executive Resolution Office
EVINE Live
CC: Revdex.com
Initial Consumer Rebuttal /* (3000, 7, 2015/10/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes, I did receive a call from this company (after they left a message at the wrong number) and was advised of rules and policies that they had to adhere to. Yes, I was offered to make my purchase at the advertised price and I did decline due to so many excuses and reasons why it was originally declined and was only offered due to this complaint being filed. A customer should not have to work this hard to beg a company to take their hard earned money and then get a lousy "we have policies" explanations and go through the hassles of filing a complaint. No explanation as to why I could not get to a supervisor just more and more "policy" explanations. I find this company has more "policies" to protect themselves and zero "policies" for truly caring about the customer or the customer experience.