American General Life & Accident Insurance Co

August 21, 2017     [redacted] Garfield Heights, OH 44105   Cr:  8440628  Complaint ID:  [redacted]   Dear [redacted],   We have received your complaint from the Revdex.com regarding the cancelation request for...

two orders of the TP-Link Set of 2 Smart Wi-Fi Mini Plugs (order#[redacted]). I apologize for any inconvenience this has caused.   During our conversation on August 18, 2017, I advised you of Evine’s policy regarding cancelation requests. I advised you that we work hard to fulfill our customers’ orders as quickly as possible, which allows for a short window for cancellation.  Our cancelation policy is available online at https://www.evine.com/p/help/orders/how-to-cancel-order/ . Per our discussion, as the tracking numbers for these shipment shows that delivery was refused, and as a courtesy, as our normal return policy is to process the refunds once the items have been received, I have issued an early credit for this 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 and billing cycle. If you have additional information or questions, please feel free to 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

Initial Business Response /* (1000, 5, 2016/02/17) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding your experience with the return of a Simmons mattress (order # XXXXXXXXX). I apologize for any inconvenience this has caused.
During our...

conversation on February 12, 2016, I apologized for the frustrations that you have had with the delay in returning your Simmons mattress. During our conversation, I advised you that I will reach out to Simmons to get an update on your pick up. On February 15th, I contacted you to see if you had been contacted, and at that time I suggested that you could contact the carrier at XXX-XXX-XXXX and provide waybill# of XXXXXXXX to help expedite the pickup request. Once your mattress and box spring is returned to the warehouse, it may take up to 30 days for your return to be processed.
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 /* (2000, 7, 2016/02/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)

November 7, 2017  [redacted]  RE: Cr [redacted]        Case Number 12463843  Dear Mr. [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 125258575 was placed online, you requested to use our ValuePay option. To the right of the item you are viewing, there are two hyperlinks, ValuePay and ValuePay Eligibility, which you may click on for further information. A disclaimer is also listed under “Terms Of Use.”  In regards to your complaint about the service you received, we are not at liberty to discuss how we handle internal situations, such as this one, with our customers. However, I can assure you that the call was reviewed and addressed accordingly on our end. We appreciate you bringing this to our attention as we strive to provide the best Customer Service possible.  If you have any further questions, please contact our office at 1-800-366-0060.    Sincerely,    K. [redacted]Senior Credit Payments Lead

I am rejecting this response because:I responded to the email as as I received it telling them I prefer to communicate via email because of my work schedule and I haven't heard anything from them

Initial Business Response /* (1000, 5, 2015/12/31) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding the late return extension requested for the APPLE WATCH SPORT BUNDLE WITH ACCESSORIES BLUE/BLACK 42MM Item 459-270( Order XXXXXXXXX) . I apologize...

for any inconvenience this has caused.
During our conversation on December 31, 2015 I advised, that the item that you purchased was a vendor item. I advised that I would have to get in contact with them and ask if they would allow a late return for your return. I also stated that as soon as an updated was received from them I would follow up with you to give you the results.
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 9:30am-6pm EST, Monday through Friday.
Thank you for your understanding and cooperation.
Sincerely,
Maria [redacted] of the President
EVINE Live
CC: Revdex.com
Initial Consumer Rebuttal /* (3000, 7, 2016/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand their response of requesting additional time to hear back from the "vendor", but taking a return on a item during the holiday season should be a simple process. Claiming that I ordered too soon for the holiday season does not seem valid considering I ordered the very end of September and the item wasn't even shipped till October. I feel I am being penalized by a company for shopping for a christmas gift they consider too early.
Any other company such as HSN or QVC would accept the return no questions ask and give a full refund. I know this for a fact because I have NEVER had any issues with any other mail order company. I do not feel that I am requesting anything unreasonable. If Evine cannot accept a return for a holiday gift, I would not do any further business with them.
Also, it's not like this item is not still being sold, it's an Apple watch that is still being sold on their website. So I don't understand the problem
Final Business Response /* (4000, 9, 2016/01/05) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding the late return extension requested for the APPLE WATCH SPORT BUNDLE WITH ACCESSORIES BLUE/BLACK 42MM Item 459-270( Order XXXXXXXXX) . I apologize for any inconvenience this has caused.
During our conversation on January 5, 2016, I advised that the item that you purchased was a vendor item. I advised that I would have to get in contact with them and ask if they would allow a late return for your return. Your late return was accepted and a refund has been issued to your original method of payment that was used.
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 9:30am-6pm EST, Monday through Friday.
Thank you for your understanding and cooperation.
Sincerely,
Maria [redacted]
Office of the President
EVINE Live
CC: Revdex.com

Initial Business Response /* (1000, 6, 2016/01/07) */
Dear Barb [redacted],
We have received your complaint from the Revdex.com regarding your request for a prepaid label to return the Orbit scooter (order# XXXXXXXXX). I apologize for any inconvenience this has caused.
During...

our conversation on January 7, 2016, I advised you that prior to selling these products, EVINE Live was provided with third party, independent testing of the product's batteries. The investigation concluded that the Samsung and LG Tier 1 batteries that we have used meet industry standard UN 38.3 specifications, meaning the battery is manufactured with overcharge, over current draw and external short circuit protection. In addition, the power adapters are tested and listed to UL standards. We have not had any reports of this or any of our units catching fire.
EVINE Live is able to provide a prepaid label for customers to send back damaged or defective items only. I indicated that since the item is not damaged or defective, I would not be able to honor your request for a pre-paid label. After providing you with this information, you disconnected the call.
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, 2016/01/08) */
Bridget contacted me from Evine Live Executive Resolution center and told me that I was responsible for the shipping back to them. She assured me the product is safe and repeated what all the other customer service people have said but this company just doesn't get it. If this product is so safe why are the airlines banning it? This woman was rude and disrespectful and I had also returned another product to them that was defective it was toy drones that after they were turned off started back up. I got charged for shipping one way for those items which I will also have to dispute with the credit card company. Bridget told me they wouldn't sell products that aren't safe but drones turning off after they've been turned off must not be considered a SAFETY issue by EVINE LIVE. This company will not be in business for long based on how they treat their customers. No resolution
Final Business Response /* (4000, 19, 2016/03/03) */
Dear Barb [redacted],
We have received further correspondence from the Revdex.com regarding your request for a prepaid label to return the Orbit scooter (order# XXXXXXXXX). I apologize for any inconvenience this has caused.
Per my previous correspondence, your reason for wanting to return the Orbit scooter does not meet EVINE Live's criteria for issuing a pre-paid label. It has now come to our attention that you may have returned the Orbit scooter along with an item on your husbands account.
Unfortunately, at this time we cannot verify that we have received this return. The return for the Orbit scooter was supposed to be sent back to our vendor's warehouse, as notated on the invoice that you received with the order. During our conversation March 2, 2016 I attempted to research with you why this was sent back in a package that was intended for a different item. You became irritated at my questions and disconnected the call.
In light of the recent findings of your communications with our customer service. We have initiated an investigation with our warehouse. Until this investigation concludes you will continue to receive phone calls to collect payment for an item that has yet to be returned to the appropriate warehouse.
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

Dear Mr. [redacted],   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.    EVINE Live is not required to display terms and conditions of ValuePay on screen for each item we are selling. So the disclaimer is aired periodically during broadcasts. There is also a disclaimer on our website that describes our ValuePay program.   If you have any further questions please contact our office at ###-###-####.     Sincerely,         Kim H. Credit Payment Specialist II [redacted]

Initial Business Response /* (1000, 5, 2015/12/30) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding your experience with the refund of the Apple watch and the Apple iPod (order#XXXXXXXXX and XXXXXXXXX). I apologize for any inconvenience this...

has caused.
During our conversation on December 28, 2015, we discussed our return policy. I had advised you that after further research on your return, it was found that due to an unforeseen issue there was a delay in processing your return for the Apple watch. At that time I apologized for the delay and issued the immediate refund. During my follow up call on December 30, 2015, we had confirmed that you also sent back the Apple iPod. I had advised you that after the item is delivered back to our vendor warehouse we have to allow 5 business days for that order to be refunded.
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 /* (2000, 7, 2016/01/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I am rejecting this response because:
My account have been in good standing since it was opened and there was never a loss placed on my account.......My account is current and paid up to date!!!

Initial Business Response /* (1000, 5, 2015/12/21) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding the return of your Swagway hover board (order# XXXXXXXXX). I apologize for any inconvenience this has caused.
During our conversation on...

December 18, 2015, we discussed our standard return policy. I noticed on your account that you contacted our customer service and obtained a prepaid label so you may send the item back free of charge. I advised that all merchandise has to be received in our returns department before we will issue credit. As a courtesy, I advised you that I would make an exception in this case, a full refund for this order was issued to the original payment method. Please allow five to seven business days to have the refund processed to your bank account.
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 [redacted]
EVINE Live
CC: Revdex.com

Dear [redacted],   We have received your complaint from the Revdex.com regarding the Large Baker from the 20pc Bake & Serve Set (order# [redacted]).  I apologize for any inconvenience this has caused.   On June 9, 2016, I advised you that a replacement Large...

Baker was shipped via UPS tracking number [redacted] and to contact me if you needed 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 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

Dear [redacted], We have received your complaint from the Revdex.com regarding your return of the Apple Macbook Air laptop (order#[redacted]).  I apologize for any inconvenience this has caused. Per our conversation on April 8, 2016 I had advised you that I would email the...

Vendor to inquire as to why the refund was not issued in a timely manner.  I advised you that I would follow up later in the week. I have left you a voicemail on April 11, 2016, to inform you that I have processed a refund as of today to the EVINE Live 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 and billing cycle. Once again I apologize in the delay of your 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, Bridget [redacted] Executive Resolution Office EVINE Live CC:  Revdex.com [redacted]

Initial Business Response /* (1000, 5, 2016/03/04) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding the return of your Simmons BeautyRest Recharge Line Sierra Madre Plush Mattress (order XXXXXXXXX). I apologize for any inconvenience this has...

caused.
During our conversation on February 24, 2016, I advised you that I would reach out to Simmons to assist with the pickup. On March 4th, you had advised me that you contacted MXD and have a pick up scheduled for Monday morning.
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]
EVINE Live
Executive Resolution Office
CC: Revdex.com

Dear [redacted], We have received your complaint from the Revdex.com regarding the return of your return for item numbers 727-997, 718-492 & 727-932 (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 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,  Lisa [redacted]Senior Supervisor Executive Resolution OfficeEvine CC:  Revdex.com

Initial Business Response /* (1000, 5, 2015/09/30) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding your return of the Cozelle Sheet set (order XXXXXXXXX). I apologize for any inconvenience this has caused.
During our conversation on September...

30, 2015, we discussed our return policy. I advised you that EVINE Live will reject any returns received after 30 days from the date of receipt. As a courtesy, I advised you that I would make an exception and EVINE Live will accept the return. Once the item is received, a full refund will be issued. I also suggested that if you have a return that is approaching the 30 day time frame to see if the return can be accepted.
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 /* (2000, 7, 2015/10/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/11/11) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding multiple customer accounts with EVINE Live. I apologize for any inconvenience this has caused.
On November 10, 2015, we spoke regarding this...

matter. I advised you that there were two customer accounts at EVINE; one that you used for web orders, and another you used for telephone orders. I explained that this can happen if our customer has made previous purchases over the phone, and then creates a second web account.
During our discussion, we went over your open ValuePays, and we did determine that there were not duplicate orders on your accounts. I did advise you that customer account # 14192456 is the account you use for telephone orders, and account # [redacted] is the account that you are using for web orders. I did offer to close the web account and associate your telephone account so that you could view it online. You advised me to leave things as they were for now. I did offer to go over your payments whenever you'd like and that you could contact me directly to do so.
If you would like 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,
Douglas [redacted]
Office of the President
EVINE Live
CC: Revdex.com

Final Consumer Response /* (2000, 5, 2015/08/13) */
Evine has agreed to give me the most recent price for the item in question. I am awaiting their change to my account. Due to your good website, I found the dispute resolution number for Evine.com and called them.
Thank you, [redacted]

Initial Business Response /* (1000, 5, 2015/08/04) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding a recent order (order XXXXXXXXX). I apologize for any inconvenience this has caused.
I have attempted to reach you by telephone to no avail.
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,
[redacted]
Office of the President
EVINE Live
CC: Revdex.com

Initial Business Response /* (1000, 5, 2015/10/16) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding the return of order # XXXXXXXXX. I apologize for any inconvenience this has caused.
During our conversation on October 13, 2015, I advised you...

that EVINE Live was unable to determine how you might have received this item, but after researching the matter, we would accept a return. I have provided you with UPS label [redacted] and I advised you that EVINE Live would accept this return if it was received before October 31, 2015. A refund will be processed upon receipt of the item.
If you have further 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,
Douglas [redacted]
Office of the President
EVINE Live
CC: Revdex.com
Initial Consumer Rebuttal /* (2000, 7, 2015/10/28) */

Initial Business Response /* (1000, 5, 2015/05/15) */
Dear Mr. [redacted],
We are in receipt of your letter to the Revdex.com. Evine Live would like to thank you for taking the time to share your concerns with us regarding your recent order.
Our records indicate that on April 30th,...

2015 you placed order number [redacted] for two Invicta Reserve watches 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.
Per our conversation on May 13, 2015 you expressed you no longer want credit terms from Evine Live. We also discussed the issue that one of the watches you did not receive. We had opened a claim and are currently reviewing it. You have paid us in full for the Invicta Reserve watch, item #619-948, that you did receive. The option for future ValuePays has been removed from your account. Once the claim for item #631-097 has been completed I will send a request to Equifax to remove the credit inquiry.
If you have any further questions please contact our office at [redacted].
Sincerely,
[redacted]
Credit Collections Lead