Ana-Lab Corporation

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because:The company did NOT take care of their mistakes IF I need to sign up for another club to get catalogs, which makes no sense since I have received various catalogs in the past & attached the back of one in the scan I provided to the complaint, then WHY DID THEY NOT INPUT ME INTO THE CLUB AS I STATED IN THE COMPLAINT Remember I am going on what I was told several years ago so that means company gave me incorrect information & they can input me into another club because of the incorrect informationI sent the Revdex.com the email history between myself & the company to prove what I state hereI will be awaiting the catalog I simply requested I should NOT have had to have gone through all this work to get a catalogAnd per my complaint: IF in incorrect club to be put into correct club due to all problems & confusion a free ornament when released in July PLUS the catalog I did NOT receive Regards, Kris C***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because:The response did NOT clear up issues I did NOT receive the catalog with the ornaments in it & company did NOT respond properly to my complaint Regards, Kris C***

Thank you for making us aware of the delay in processing the refund The return of this item was permitted as an exception to process since there are no returns on personalized products As you know, we cannot resell an item that has been created specifically for an individual Because you expressed confusion over receiving your original order in different shipments at different times (because of processing time for personalized items) they agent approved a return and provided specifics on how to send it back There were several factors that caused the delay It appears that the USPS return label that was used was not the FedEx return label provided in the original shipment While this did reach to a front office on 12/18, it was not received in the same location as all other returns that were pending processing This was routed into the returns area and because the information sent back to us in the box was confusing as they compared it to the incident details, the returns coordinator was unsure if you were returning a duplicate order or there was something wrong with the personalization of the order and needed it to be corrected in some way A manager sent an email to you on 12/referencing the order number and to confirm that we had received the return and needed to clarify There had been no response to this and it automatically closed after several days without a response We have also spoken with our representative who replied to the previous emails to make sure that she does a better job of setting expectations about returns During peak holiday time frames, we ask people to allow a two week window to process returns Our corporate offices were closed for a few days around the holidays, however, we were still within a week window when our supervisor reached out for clarification We are reviewing our policy around closing incidents when they have not been responded to Regarding the incidents - the new incident number was linked to the previous incident number as the original incident number was completed and closed This should have been better explained as well that it is all connected The credit has been submitted to PayPal and should be visible in the user's account shortly

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:As I have explained to Hallmark over and over, I am not stupid and I recognize when my account has a pending transaction and when the money is gone!!!!! They are incorrect in their assumption as to what happened The bank proved to me that Hallmark is the one who screwed up I had two complete debits of 33.95!!!!! Since both have now been credited back to my account and since I had to cut up my card to prevent Hallmark from debiting me a fourth, etcTime, I consider this matter closed and will not put myself through the frustration and degradation suffered by this company!And, while it may say "regards" below, that is not from me! I wish Hallmark no such kindness! I was extremely poorly treated and continue to be so by the spurious response given to the Revdex.com!!! Once, of course, they sent the response to the right person! I hope the lady from whose complaint answer they sent to me first, has also stopped doing business with these people!!!!!! Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: Hallmark fixed the problem BUT DID NOT SAY A WORD TO ME That I did not appreciate Regards, [redacted] ***

We are sorry to hear that your subscription isn't what you hoped it would be While the ecard program does carry the Hallmark name, it is fully managed by our sister company, Hallmark Labs, based in California Because we use a different set of tools to manage our businesses, I'm not able to research and make a recommendation on this case I would suggest reaching out to the ecard team directly using one of the contact methods listed below: Please visit [redacted] and click on "Contact Support" on the right hand side to send an email or you may click on Live Chat for assistance, which will be displayed if a chat agent is available.If you would prefer to speak to someone, you may call ###-###-#### You are able to leave a message if you call outside of hours or while the staff is on another line

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 Regards, [redacted]

Mrs [redacted] placed her order on 7/ At that time, we our credit card service obtained an authorization for the purchase amount of $ Once the order was successfully placed, the service attempted to settle the charge on the credit card for the full amount of $a few hours later At that time, the settlement failed to go through We attempted again to reauthorize the transaction on 7/10, but we were not successful We made another attempt a few hours later At this point, we successfully authorized the credit card for $ The transaction was completed and the charge was processed on 7/ At this time, we shipped the orderIf Mrs [redacted] was using a debit card for her purchase, the authorizations will put a hold on her funds until the transaction settles Perhaps this is why she was seeing things drop off her account All debit cards hold funds until purchases settle It’s just not quite as visible when the settlement clears on the first attempt or very close to the time the authorization was requested This is not a function that Hallmark controls, it’s the manner in which debit card processing is done for online purchases I’m very sorry that our team was not able to explain this more clearly when Mrs [redacted] called us Each time, the agents did conduct research to ensure that we were not charging her incorrectly, often consulting with supervisors to be certain Our agents are not able to reverse authorizations because this would have prevented us from shipping the ornaments I show that the ornaments were delivered via USPS on Tuesday, 7/ Because of her concerns, Mrs [redacted] was credited for $on 7/and she will be able to continue to use her membership benefits for the balance of

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I don't drink coffee, but I appreciate the fact that they tried to do something for meI can give away the gift card as a giftThis complaintwas really only ever about the principle of being honest and providing what was offered
Regards,
*** ***

We are very disappointed to hear about the service received in a store that sells Hallmark products and participates in our pick up in store program. We have escalated this report to our management team and they will address your concerns with the leadership of the store. This
program has been very successful and convenient and we are continually monitoring to improve the processOn 11/23, a credit for $was issued back to the credit card on file for this order and an email was sent confirming that transaction

I am very sorry that this has been so complicated. There are different memberships and each type of membership has unique benefits. The Hallmark Keepsake Ornament Dreambook that you are requesting is only available from two sources:1. From a Gold Crown retail store that sells Keepsake Ornaments.2. By joining the Keepsake Ornament Collector's Club. As I explained initially, this membership must be purchased and there are options to select from at the time of purchase. Unfortunately, it's not a membership that I can just simply add you to. If you would like to join, here is a link where you can get started: www.hallmark.com/koc You may submit your payment via credit card either online or by calling 1-800-HallmarkYou are correct, in the past, Hallmark did mail out Dreambooks upon request. However, we stopped doing so several years ago to encourage people to connect with their local Gold Crown storeFor those CR members who live further away from a Gold Crown store, we also put a full version of the Dreambook online. You may access the online version at www.hallmark.com/dreambook. The information that you received regarding the number of points earned pertains to a mailing that is sent out to select Crown Rewards members prior to each of our Keepsake Ornament events (July, October, November) and is based upon previous purchase history. This mailing contains highlights of the newest ornaments and special offers and product features that align with the retail events. Again, these are marketing mailings that do not go to all Crown Rewards membersI show that one was mailed to you at the end of April to an address on Penrose Drive. If that's not a current mailing address, please let us know so that we may update our records. If it's not convenient for you to shop in your nearest store, almost all of the Keepsake Ornaments are available for purchase on Hallmark.com. They can be shipped directly to your home. There are a few items that are in store exclusives, but the rest are currently available for viewing, adding to a wish list or purchasing. I hope that better explains the different memberships and our current options for viewing the Dreambook. I am very sorry that we no longer mail them out, but I did forward your feedback on to the team that makes those decisions. Hopefully, you will find the online version a suitable alternative

This issue was resolved through the Hallmark customer service team by mailing an $gift card that can be used at any store or online. This was mailed on 10/25/

Here are the details:8/- consumer calls to request assistance placing the order agent places order for items on her behalf Consumer receives order number (***) by email.8/- consumer receives an email notification that states that of her three items have shipped and the
other will ship separately consumer contacts customer service to check on the status of the third item Agent confirms that it's shipping separately She also asked about the status of her Crown Reward points Agent correctly informs her that points will appear in her account after the items ship.8/- a few hours later, the remaining item on the order ships.8/- consumer contacts customer service because she believes she was overbilled Agent explains that items on the order are charged when they ship Because they ship separately, they will bill individually but will add up to the total The first items that shipped charged her account $of the original $authorized for the total of all items On 8/4, when we attempted to collect the balance, $19.22, the credit card was declined Our system attempted to reauthorize and collect the $for the remaining item that had shipped and this second attempt was successful This is a standard business practice, not unique to Hallmark. 8/- 9:am - consumer calls back again to see if the points had posted to her account They had not yet posted but the agent helped to make sure her account was linked and encouraged her to check back in a few days.8/- 2:pm - points are posted to the consumer's account for the amount of purchase8/- 5:am - bonus points are posted to the consumer's account8/- consumer receives first shipment and emails us to let us know that an item was missing and she requested that it be reshipped Consumer received an automated email to state that we were not open on Saturday or Sunday and that her request would be processed within 1-business days.8/- Agent received the email and submitted a reship order request on her behalf for the missing item.8/- consumer copied and paste her original email into a new email requesting a replacement of the missing item a second agent begins to also work on this request.8/- consumer receives confirmation by email that the reship order is being processed.8/10- consumer receives confirmation by email that the replacement order has shipped.8/- reship order is deliveredAll of the transactions, shipments, communications, earned points and bonus points were executed as stated in the terms and conditions of our website, Crown Reward loyalty program and customer service response times When we were made aware of a missing item, a reship order was processed promptly and shipped to arrive in less than days I'm very sorry that our team disappointed Ms*** by not helping her understand how her account would be billed and that one of the items was missing from her order I have posted an additional points to Ms***'s account. Please let me know if you require additional details.***

Are you looking to return the cards you purchased for a refund? I am hoping to get the proper award, rather than return the cards.Were all of the cards purchased at the same time? YesPlease be advised that the Revdex.com has no control over changes to store policy
Understood

This is regarding a product that is offered through our subsidiary company - Hallmark Labs. I have contacted them to provide a response to this complaint. Here is the response I received from their customer service manager. I looked into this and saw that she reached out to us
directly via email on Dec 1st and we responded to her that same afternoon stating that her subscription has been canceled and charges of $were refunded to her account on Dec 1st. I called her today and left her a voicemail stating that she has been canceled and refunded and she is able to contact me directly should she have any other questions. From her email, it seems that she was reaching out to Hallmark.com first and possibly trying to log in to our site using Hallmark credentials verses Hallmark eCards login info. That is just a guess without speaking with her

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may
update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me Thank you!
Regards,
*** ***

Thank you for sharing your concerns. As you mentioned, there is a different company who promotes and sells these products. Hallmark doesn't do any marketing of this product directly. I reached out to the company's customer service department and they didn't have any record of a
request to unsubscribe the email address listed below. They did confirm that this email address has been removed from any further marketing. If you received emails to any other address or wish to follow up further, please reach out to them directly at 800-395-6682. They are open Monday through Friday, am - pm PT. Thanks for making us aware and letting us move this along more quickly for you!

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because:  Hallmark fixed the problem BUT DID NOT SAY A WORD TO ME  That I did not appreciate
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.
Regards,
[redacted]

We are sorry to hear that your subscription isn't what you hoped it would be.  While the ecard program does carry the Hallmark name, it is fully managed by our sister company, Hallmark Labs, based in California.  Because we use a different set of tools to manage our businesses, I'm not...

able to research and make a recommendation on this case.  I would suggest reaching out to the ecard team directly using one of the contact methods listed below: Please visit [redacted] and click on "Contact Support" on the right hand side to send an email or you may click on Live Chat for assistance, which will be displayed if a chat agent is available.If you would prefer to speak to someone, you may call ###-###-####.  You are able to leave a message if you call outside of hours or while the staff is on another line.