American General Life & Accident Insurance Co

Initial Business Response /* (1000, 5, 2015/06/18) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding the return of a Simmons mattress set (order # XXXXXXXX). I apologize for any inconvenience this has caused.
During our conversation on June 18,...

2014, I advised you that your return was processed on June 16, 2015, and that you should be able to verify refunds to your original payment method (Visa ending [redacted]) in the next one to three business days.
Again, I apologize for the delay in refunding you for 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 [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, 2015/09/28) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding your Italian Designs with Stefano 14K ring (order# XXXXXXXXX). I apologize for any inconvenience this has caused.
During our conversation on...

September 23, 2015 I advised you that I would review your request for a late return. On September 25, 2015, I advised you that we would not be able to allow a late return as this order was well beyond our 30-day return policy. As a courtesy, I offered to waive the final ValuePay of $52.89, which you 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,
LeShonn [redacted]
Executive Resolution [redacted]
EVINE Live
CC: Revdex.com

Initial Business Response /* (1000, 5, 2015/07/22) */
Dear [redacted],
We have received your complaint from the Revdex.com in regard to the items you have not received. I apologize for any inconvenience this experience may have caused.
Our Claims Department attempted to reach...

you via telephone at the number on file and on your complaint; however, were advised there was no person by the name of [redacted] at that number.
The initial claim was denied due to the claim forms not being filled out properly. The claim forms are required in order for us to complete our investigation; therefore, I have enclosed a new set of claim forms. These forms must be filled out and notarized no later than August 6, 2015 and we must receive these completed notarized forms from you no later than August 21, 2015.
If you have any questions in regard to the claim or claim forms, please contact our Claims Department at X-XXX-XXX-XXXX or via email at [redacted]@evine.com.
Thank you for your understanding and cooperation.
Sincerely,
[redacted]
Senior Supervisor, Executive Resolution Office
EVINE Live
CC: Revdex.com

Dear [redacted],   We have received your complaint from the Revdex.com regarding non receipt of two separate orders. The first being for the Deadliest catch 3.5 lbs. wild Alaskan Sockeye Salmon filets (order# [redacted]). And the second order the Tracfone ZTE quartz...

Andriod Smartphone (order# [redacted]).  I apologize for any inconvenience this has caused.   During our conversation on June 30, 2016 we discussed our policy in regards to orders that are not received by our customers. The tracking information for the Deadliest catch shows that the package was received and signed by you on June 18, 2015. The tracking information for the Tracfone shows delivered to you on December 17, 2015. According to the records in our claims department they did not receive any correspondences of the non-receipt of these packages until May 2016. As discussed all claims must be reported within 45 days of the invoice date. Delivery claims are time-sensitive because of the time restraints in which a claim must be filed with the carrier. This information on our claims process is also located on our website at: http://www.evine.com/p/help/shipping/claims-dep/ At this time you had disclosed that we should be able to accommodate our customers that have extenuating circumstances. I advised to you that you can contact a Claims specialist to ask for reconsideration of your claims by calling the Claims department directly at: ###-###-####. 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

September 27, 2017   [redacted] Rancho Cucamonga, CA  91730   Cr:  [redacted] Case#:  [redacted]   Dear [redacted],   We have received your complaint from the Revdex.com regarding the missing pieces for you HomeBasica...

Bradford Linen Sofa (order# [redacted]).  I apologize for any inconvenience this has caused.   During our conversation on September 21, 2017, I apologized that it had taken so long to ship you the parts that were missing and advised you that this would be addressed with the distributor.  I provided you the UPS tracking number ([redacted]) and advised you that the parts were due for delivery to you that day. I also agreed to process a 50% discount to your order and this adjustment was applied to your remaining value payments.   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 CST, Monday through Friday.   Thank you for your understanding and cooperation.   Sincerely,     LeShonn [redacted] Executive Resolution Office Evine   CC:  Revdex.com

Dear [redacted],   We have received your complaint from the Revdex.com regarding the return of order# [redacted].  I apologize for any inconvenience this has caused.   As we discussed on June 1, 2016, our records indicate order# [redacted] was placed online on April...

24, 2017 with a shipping address of [redacted] You then contacted our Customer Service on April 26, 2017 requesting the order be cancelled as the shipping address was incorrect.  We attempted to cancel the order; however, the package was too far in the shipping process and the package shipped.    Evine does not have a specified timeframe in which an order can be cancelled.  I apologize for any misunderstanding concerning cancellations.  I have processed a refund for the shipping and handling as well as Smart Label fee for this order.   If you have any further questions, 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.   Thank you for your understanding and cooperation.   Sincerely,     Diana [redacted] Executive Resolution Office Evine   CC:  Revdex.com

Dear [redacted],   We have received your complaint from the Revdex.com regarding orders that were sent to the wrong address.  I apologize for any inconvenience this has caused.   On July 29, 2016 you spoke with Bridget from our office regarding several orders ([redacted],...

[redacted] and [redacted]). During that conversation it was found that these orders were placed through your online account, which is maintained solely by you. With this being said, Evine does not have the ability to update and/or remove addresses on your online account and is therefore, your responsibility to do so.   After further review of the situation, we discovered through tracking of these shipments (tracking numbers [redacted] and [redacted]) that the delivery address was changed via UPS MyChoice, which would solely be controlled by you. As the delivery address for both shipments was changed via UPS MyChoice, we are unable to file a claim and recommend you contact UPS to assist further.   Thank you for your understanding and cooperation.   Sincerely,     Lisa [redacted] Executive Resolution Office Evine   CC:  Revdex.com

Initial Business Response /* (1000, 5, 2015/06/18) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding the Protection Plans for your Nobis tablets (order# XXXXXXXX).
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,
[redacted]
Office of the President
EVINE Live
CC: Revdex.com

Dear [redacted],   We have received your complaint from the Revdex.com refund amounts for order# [redacted].  I apologize for any inconvenience this has caused.   We spoke briefly on February 1st 2017 at which time you requested I contact you later in the day.  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 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

Dear [redacted],   We have received your complaint from the Revdex.com regarding your online order for the Anuschka Decorative Pillow Pairs (order# [redacted]) that shipped to an incorrect address.  I apologize for any inconvenience this has caused.   During our...

conversation on September 26, 2016, I apologized for any latency issues that you stated you were experiencing when placing the order.  You stated that you had been in contact with the carrier and that the package was scheduled to be delivered to you the following day.  I advised you to let me know if you did not receive the package.   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, 5, 2015/06/18) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding delays with your order for an Invicta Watch (order# XXXXXXXXX). I apologize for any inconvenience this has caused.
During our conversation on...

June 16, 2015, I advised you that I have applied a $30.00 EVINE Credit to your account for use on your next purchase. The credit will be available for 90 days; however, if you do not use it within the specified timeframe, you may contact me to have it reapplied to your account.
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 /* (2000, 7, 2015/06/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The had shipping and warehouse issues and they gave me a 30.00 credit for the inconvenience.

Dear Mr. [redacted] We are in receipt of your letter to the Revdex.com.  Our records indicate that on March 8, 2016 EVINE Live issued 3 refunds for $66.50 along with refund of  $19.99 on May 24, 2016 back to your Visa [redacted], as of May 25, 2016 Chase Bank has not rejected these...

back to us. Per our conversation via a conference call with Chase Bank on May 24, 2016 they will be opening up a dispute on their end to have a refund check issued to you for the amounts we refunded back to your account. If you have any further questions, please contact our Credit Department at ###-###-####. Sincerely, [redacted] Credit Payment Specialist II [redacted]

Initial Business Response /* (1000, 6, 2015/05/07) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding the return of your Invicta Watch (order# XXXXXXXXX). I apologize for any inconvenience this has caused.
When I spoke with you on May 5, 2015, I...

asked if you had received my voicemail from May 1, 2015, which you advised you had not. I explained that credit has been issued on your order in full as of May 1, 2015; however, I did not receive a further response and the call was disconnected.
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 /* (2000, 9, 2015/05/08) */
On Monday May 4th I was finally refunded my money. I 'm sorry it took me so long to let you know but I've been extremely sick with a case of food poisoning.
It was 3 weeks a far cry longer than the 3 to 5 days like the email sent me said.
You can close whatever needs done.
Thank you

Dear [redacted],   We have received your complaint from the Revdex.com regarding the refund for the Harman Kardon OMNI 10 Wireless HD Speaker (order# [redacted]).  We apologize for any inconvenience this has caused.   During our conversation July 12, 2016 we discussed...

EVINE Live’s return policy. I advised that this item was shipped directly from the Vendors warehouse, refunds should normally be issued within 5 business days. Unfortunately, your order did not get reimbursed within that timeframe. Our Customer Service representatives did not follow necessary protocol to alert the Vendor. Since this has been brought to my attention I have issued a full refund to your credit card. 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. Once again I apologize in the delay of your refund. This matter will be address internally.   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,     Bridget [redacted] Executive Resolution Office EVINE Live   CC:  Revdex.com

March 29, 2016 [redacted] Medford, NY 11763 Cr:  [redacted] Case#:  [redacted] Dear [redacted], We have received your complaint from the Revdex.com regarding your request for a late return on order # [redacted].  I apologize for any...

inconvenience this has caused. During our conversation on March 24, 2016, you claimed that one of our ordering agents had told you that because you said that this item was going to be a gift, you could return it outside of our stated 30-day return policy.  I advised you that after reviewing calls on your account, we were unable to find a call where an agent provided you with this information. You did contact EVINE Live on March 18, 2016 to ask for a return extension, and during that call, our agent advised you that it was beyond our 30-day return policy and that it could not be accepted.  You asked for a supervisor, and our agent said a supervisor would call you.  You advised me that you then sent the order back the next day prior to our Customer Service supervisor calling you. I apologize, but we are unable to accept a late return on your order.  This order has been returned to you via UPS [redacted]. 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] Executive Resolution Office EVINE Live

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 11, 2016, I advised you that perhaps the reason why this has...

not been refunded is because the product is locked. At this time I proposed that I will contact the vendor to have them provide more details as to why a refund has not been issued. On April 15, 2016, I received correspondence from our vendor that indeed the product was received back to their warehouse locked with your Apple credentials. I then left you a voicemail informing you of the vendor’s response. They will be sending the computer back to you with instructions on how to unlock the Apple iMac to the original settings. This package also contains a pre-paid label that you may use to return the item once unlocked. Once our vendor receives the return unlocked a full refund will be issued. 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]

September 25, 2017 [redacted] Fairfield, CA 94533-5406 Cr: [redacted] Complaint ID: [redacted] Dear [redacted], We have received your complaint from the Revdex.com regarding charges for order [redacted]. I apologize for any inconvenience...

this has caused. During our conversation on September 21st 2017, we reviewed charges and refund amounts for order [redacted]. I provided you with the amounts of the charges and refunds to compare with your banking statement. After you have reviewed your records, if you have any questions please do not hesitate to contact me. You also inquired on the status of your account and I advised you that your account was available for orders and ValuePays at this time. 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

Dear [redacted],
We have received your complaint from the Revdex.com regarding your late return request for the Beekman 1802 "On the Move" Routine Collection (order# [redacted]). I apologize for any inconvenience this has caused.
During our conversation on March 22, 2016, I advised you that the order was placed on January 7, 2016 and was beyond our 30 day return timeframe.
If you have any additional questions, 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

Dear [redacted],   We have received your complaint from the Revdex.com regarding a replacement clasp for your Invicta Men’s Ocean Ghost Diver (order# 107094864).  I apologize for any inconvenience this has caused.   During our conversation on August 3, 2016, you...

advised me that Invicta had advised you that the clasp was only covered by a 15-day warranty and that being the invoice date for your order was November 27, 2015, this warranty had expired.   I advised you that I would contact Invicta on your behalf and ask if anything could be done to assist you.  On August 4, 2016, I attempted to contact you and left you a voicemail advising that Invicta had stated that, as a courtesy, they would be sending you a replacement clasp.   If you have any additional questions, please contact me directly via telephone at 952-852-8823 or 1-800-747-4178 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 Tell us why here...

Cr: [redacted] Complaint ID: [redacted] Dear [redacted], We have received your complaint from the Revdex.com regarding your order for the Prada 32PS PDM6E1 Brown Gray Designer Sunglasses-BROWN and the Tory Burch 6047 305887 Gold Blue Designer Sunglasses-GOLD (order# [redacted])...

that were showing an incorrect delivery address. I apologize for any inconvenience this has caused. During our conversation on December 6, 2017, I advised you that I have requested information from our vendor to have them confirm the tracking information for your items. On December 8, 2017, I received confirmation that the Prada Sunglasses would be delivered to your residence later that day. I suggested that you call me after the delivery if you did not get them or if there was anything wrong with the shipment. On December 12, 2017, I provided you the correct tracking number for the Tory Burch Sunglasses which show delivered to your residence the same day as the Prada Sunglasses. You advised me that you were no longer in Nevada and would get back to me later in the week to advise of the delivery. As stated in our conversations, if you have additional information or questions, please feel free to contact me directly via telephone at ###-###-#### or ###-###-#### 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]