December 19, MsEsther *** Assistant Manager Direct Retail Services Revdex.com North Wabash Avenue, Suite Chicago, IL RE: MrScott *** *** ** *** *** Commerce City, CO Case # *** Account # *** Dear Ms***: We are in receipt of your letter, dated December 16, regarding Mr*** complaint We are deeply sorry for disappointing Mr***His order has been canceled and as an apology for following through with his order, we’d like to mail a gift certificate so he can use it on a future purchaseWe would be happy to personally help him shop in the future to ensure valid ship dates and order confirmation Again, we are so sorry for disappointing himThank you for bringing this matter to our attention Sincerely, Kelsey *** Client Services 877-903-
Very poor customer serviceTried to get two replacement certificates of authenticity for two of my dragon statues and you would think I was asking for the keys to the cityFirst call in was no problem was told after much discussion that I would have the first certificate in weeks Called back after weeks to find out were it was and nobody had a clue what I was talking aboutThen I'm told I have to provide proof that I bought the itemsSo I went from no problem to I'm a criminal just for asking for two pieces of paper Never even asked for the certificate number like the first guy didSo pretty poor customer service
December 28, Ms[redacted]
"">Assistant Manager Direct Retail Services Revdex.com North Wabash Ave., Suite Chicago, IL RE: G[redacted] PO BOX [redacted]- Case # [redacted] Account # [redacted] Dear Ms[redacted]: We are in receipt of your email dated December 21, regarding G[redacted]'s complaint We regret to hear that G[redacted] has had delivery and shipping issues with us in the pastWe processed a return for refund on 12/15/after learning item #01-[redacted]-001, "[redacted] Inspirations of Hope Cross." was not received In addition, since the pay method was changed from credit card to check on 11/17/2015, we sent a refund check for $to G[redacted] as opposed to crediting a credit card on fileCheck # [redacted] was processed on 12/for $and sent to the address on file: PO BOX [redacted], SUN CITY, CA [redacted]-If G[redacted] has not received the refund check yet, it will come very soon Should G[redacted] have any other questions, we are happy to helpThank you Sincerely, [redacted] Client Services
May 25, Ms[redacted]
"">Customer Relations Advocate
Revdex.com
NWabash Avenue, Suite Chicago, IL
RE: [redacted]
Milton, FL[redacted]
Case # [redacted]
Account # [redacted]
Dear Ms[redacted]:
We are in receipt of your notification, dated May 24, 2016, regarding Ms[redacted]' complaint
Our records indicate the "I Love You" 3-band diamond ring was coded as returned on May 10, We apologize for the different dates given as the representatives she spoke with were unaware of a delay with our refund checksAs explained to her yesterday, we have arranged for a refund of everything that she has paid. She will be receiving refund check #[redacted], issued May 24, 2016, in the amount of $39.75, under separate cover. It was sent to Ms[redacted], at the address on file: [redacted] jab Ct., [redacted], FL[redacted]
If Ms[redacted] has further questions, she is welcome to contact us directly at [redacted]. We are available to assist Monday through Friday between 7:a.mto 6:p.m(CT)
Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the futureSincerely,
[redacted]
Client Services
April 7, 2016
Ms. [redacted]
Customer Relations Advocate
Revdex.com
330 N. Wabash Avenue, Suite 2006
Chicago, IL 60611
RE: Mr. [redacted] ...⇄
[redacted] ...⇄ />
[redacted]
Case # [redacted]
Account # [redacted]
Dear Ms. [redacted]:
We are in receipt of your notification, dated April 7, 2016, regarding Mr. [redacted] rebuttal.
While we understand Mr. [redacted] would like his order of the Every Day Is a Touchdown with You Michigan State Figurine as soon as possible, we are not able to at this time. As previously stated, there were unforeseen issues in the production of this item and it is out of stock. It is not possible for us to ship an item we do not currently have in our possession. We sell specialty items that are not mass-produced as with a big-box store and it takes time to ensure the highest quality possible; unfortunately this can result in a delay in production and shipping.
Since we have already prioritized the handling of his order, have taken $33.00 off of the total cost and we are unable ship an item that is currently in production, we are considering this matter closed. If Mr. [redacted] does not want to wait until we receive our next shipment of the figurine, he can cancel at any time by calling our toll free number is [redacted]; our hours are Monday through Friday, 7:00 a.m. to 6:00 p.m. (CT).
Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future.
Complaint: 11551870
I am rejecting this response because:
ase #[redacted] account#[redacted] The orginial complaint was filed 7/7/16 and I got an email 7/ 15/16 that the case was closed. I was waiting to get the checks to respond and the case is not closed. W hen the email came from Kelssey [redacted] that secure shipping fee was adjusted. I have never received an adjustment and was charged the $52.23 full fee. When I made the mistake with wrong expiration date they should have already processed the order and had it ready to ship out. When I called 7/6/16 to Bradford the order should have been ready only needing credit card expiration date. If this wasn't done they should have fast tracked the order that day and put it as a priority order and thet should have been shipped that day or the next(7/7). I just received them today and that is almost 3 weeks to wait, I tried calling Kelsey [redacted] on Thursday(7/14/16) and wastold she was off and she would call me the nexr day 7/15?16 and she never returned my call. Just goes to show you how much they value customesr service as they can't return a call. My guess is when I called Bradford on 7/6/16 they wojuld have takenthis seriously ,but they chose the route that I complained and lets just screw this guy as he is causing us so many problems.
I want a full refund of my check amount and will not be satisfied with anything less. What a company that screws their customers. The full $52
Sincerely,
Michael [redacted]
I made the mistake of ordering from them. The promised it would arrive for xmas. Its Wednesday before and it took them a week just to ship. I get an email saying now that it wont be here for xmas. the question is now will it ever arrive. I see they are 92 percent negative review yet Revdex.com says A+ something is fishy here
I ordered something for Father's Day the first week of May. (Yes, it says up to 6 weeks). Fast forward to the end of May. I have been unable to log in with it saying it is still registering my account. I called and was told that they could not access the system to look in to that for me. I inquired about the status of my order and was told it was at the jewelers they use and would ship from there. They had information from the jeweler that it was scheduled to ship on the 5th of June. On the 13th of this month I called and after being on hold for 20+ minutes was told that the new information from the jeweler was it was scheduled to ship on June 18th. I was obviously upset as this is the day before the date I needed this item. They told me that they had no way of contacting the jeweler because it was all done online and they only received the shipping information from them when I asked how to contact the jeweler because I was upset that the shipping date got pushed back 13 days and I had no notification of it. To this date, I have received zero information from anyone on this order. When I said that I might want to just cancel (I had ordered for my mom so had to check with her) the lady on the phone told me I could do that. I thought of this after I got off the phone, but how would they cancel the order with the jeweler if they had no way to contact them? We ended up not cancelling the order, only because it was something we really wanted for my dad but I will NEVER order from this company again. Not only do I think it's ridiculous that no one there can assist with registering my account, but I do not believe for one second that they can not contact the jeweler (when I was questioning this she just kept telling me it was a weird system). However; even if that is the case then it is a HORRIBLE system and awful customer service to not be able to give the customer information on their order.
Bradford Exchange. A terrible experience from the start. I purchased the first installment of a Halloween collection in Sept. of 2015. I didn't receive the Halloween item until late November 2015. I wasn't informed that it would take almost 3-months for them to deliver. I began receiving installments of the line I purchased and enrolled in the automatic payment program. The quality of the items I subsequently received was sub-par at best. I decided in August to cancel the deliveries. I called to obtain a refund, and was told that I could not have a refund because they just shipped another installment (box). Well, it's approx. 3 months later and no package, no refund. I have just today called and was on the phone with BE's Customer Service dept. After repeating my prior experience 2-3 times, and an HOUR later, The Rep finally said that he would issue the refund. Between the awful quality of the pieces that I did receive, and the length of time it took to start the collection, then cancel, and rectify, I would not recommend starting any long term programs or collections with Bradford Exchange. On an up note, the gentleman that I spoke with today was very professional and did procure my refund.
I feel Bradford Exchange is not openly honest about product and no matter what happens to the item they never resolve it! I have gotten two Thomas Kinkaid items as gifts on separate Christmas years and both with in a year have broken. I feel what people pay for these items they should work more than a year! my husband is rather handy on fixing even dollar toy items. he opened the back of a night before Christmas house due to it just quit with in one year! if anyone would like to see how cheaply made a 150.00 dollar item is made my house shorted out and every wire was rapped in masking tape not electrical tape. and to top it all off the wires had burned through the tape. Does anyone else see a possible fire happening since the back of the house is just thick card board! So I guess is what I want say is I wouldn't buy or recommend a thing from this company!! you are wasting your money and time they do Absolutely nothing but take your money and one year later say sorry it broke your loss! I will be also telling people on Facebook what a crappy company the Bradford Exchange and Thomas Kinkaid is. Trust me social media can love you or hate you! and don't forget they give you no numbers to call a human but again do they even care! From one very,very unhappy customer! Ps. don't forget to rewrite what you don't agree with Lol Total scam of two company's who have the cheapest made product!
Initial Business Response /* (1000, 5, 2014/05/21) */
May 21,...
2014
[redacted]
We are in receipt of your e-mail, dated May 12, 2014, regarding [redacted] complaint.
We wish to apologize to [redacted] for not being able to get her Mother's Day guaranteed order to her on time. We also wish to assure you that every effort was made to meet our guarantee; including upgrading the shipment of these orders to Overnight Delivery.
Unfortunately, at the time she placed her order on-line, [redacted] indicated her shipping address was to be her P.O. Box address listed above. Upon receiving her personalized order from the vendor on Friday, May 9th, and preparing it for shipment, we realized we could not ship via overnight delivery and had to ship her order via [redacted] SmartPost. This method utilizes [redacted], but only to delivery to the US Postal Service for delivery to the customer, and this method can take 3-5 business days for delivery. Although the order was not delivered on time; the tracking results show [redacted]s order was delivered to her on Wednesday, May 14th @ 2:10pm.
Because we could not deliver her order on time, we would like to offer [redacted] FREE shipping plus a credit of $27.24, for the inconvenience she experienced. In addition, as she requested, we have removed the [redacted] method from the order so no further payments will be charged to her account, while she is deciding whether to take us up on the offer.
If [redacted] does not wish to keep the bracelet she should contact us for return instructions and the billing will be canceled. Once the return is received, she will be issued a refund check for the initial payment that was charged to her [redacted] account.
Please instruct [redacted] to contact me directly with her decision, and with any other concerns she may have at [redacted]
Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future.
Sincerely,
[redacted]
I ordered an item from this company on their website on December 13, 2016. The item was guaranteed to be delivered to me by Christmas. I tried tracking the package with the provided [redacted] shipment number they provided and [redacted] had no such number on file. I called the company and December 20, and I was told that I should receive it by Friday, December 23. Of course the delivery never showed up and I called again that day to see what was going on. Then I was told that it should arrive by Saturday, December 24. Of course, again the delivery never came. I have now called again today December 28, to see where my package is. Now they are able to track the package on [redacted]. Originally I was told that the [redacted] number that was given for my order was not registered because there were too many packages this time of year. Now [redacted] says that the package was sent out for delivery on December 27. When I questioned the girl at Bradford about this she said that it wasn't her companies fault, it was something done at [redacted]. Then she told me that she could credit me back $20.00, for something that cost me $114.95. I said that I did want the $20.00 back and I was still contacting the Revdex.com and that I would never do business with Bradford again Please, anyone thinking about ordering from this company, think again. They are not as reputable as they claim to be. Don't trust their guarantees about anything.
February 3, 2016 Ms. Esther [redacted] Assistant Manager Direct Retail Services Better...
Business Bureau 330 N. Wabash Avenue, Suite 2006 Chicago, IL 60611 RE: Marilu [redacted] 26422 ALDERTREE CT. MORENO VALLEY, CA 92555-2366 Case # 11118512 Account # [redacted] Dear Ms. [redacted]: We are in receipt of your email dated February 3, 2016 regarding Ms. [redacted]’ complaint. We are deeply sorry for the delay of product #01-22987-001. Per her request, we have cancelled the order. Since no payment was received for this order, there is no refund due. If Ms. [redacted] has any other questions, we request that she call us directly at the number below. Thank you. Sincerely, Kelsey [redacted] Client Services 877-903-1696
I placed an order from your company The [redacted] Galleries and this is the email I sent to them regarding my experience:
[First I would like to start off by saying I had a terribly difficult time getting any shipping information on this item. I had called twice, as I received an email shipping notification that it had shipped on 11/23, yet no tracking information was available. I was told by customer service management that I had to wait until 12/2 before they would do anything about tracking the status of my order because there was no tracking available to them as well. Every day, I checked status online to see if any tracking had posted and it wasn't until a week later that tracking was actually available, get this... because the actual day it shipped was 11/30, not 11/23 as I was advised in my shipping notification email.
Secondly, I had the item drop shipped to California, I live in New Jersey, and although I entered the correct ship to, your system showed Hesperia, CA [redacted] on my email confirmation. [redacted] is my NJ zipcode, not [redacted] which is Hesperia's zipcode that I entered and I had to call to confirm that your company actually had the correct ship to zipcode in your system. Apparently there is a glitch in your system, however customer service assured me they had the correct shipping zipcode.
Because of the dropship, I myself (and my daughter) did not see the doll until yesterday when she opened it. My father was the only one who saw it prior to this and told me the dolls name on the box and that the shipment was not damaged in transit upon arrival.
Now, here's my big problem... my 7 year old was in tears, crying that it's not the same doll that was in your pictures for several reasons. First, the doll on your site has blue eyes, her dolls eyes are actually side on being purple, not blue. Secondly, with your photographic lighting, the doll does not appear to be plastic, but in person most definitely looks like a plastic doll and not realistic like it does in the pictures. Thirdly, the doll we received has horrible kinky, frizzy, what I would describe as chimpanzee hair, that is very poorly glued on, lots of pieces are shedding just by patting down the dolls hair to try to tame the frizzy mess. You can feel clumps of glue in spots as well. It does not remotely resemble the dainty baby hair depicted I your photographs. The head shape of the doll is not even the same as the one shown online, ours has smaller cheeks and a more bulbous head. I can send pictures if you like.
I wish that your site had a review item selection, as she (and I) are terribly displeased with the fact that the doll we received really does not match the quality shown in the online pictures. However, the arms, legs, torso and clothes however, were as depicted and we are happy with the quality and portrayal thereof.
I asked her if she is wanting to return it and she said no, it's ok because she really doesnt want to wait another 2-3 weeks for a replacement doll. I personally, think a replacement would be a waste of time and effort anyway because it is most likely that we would receive another of the same quality as the one we received. With my daughters disappointment, this is not the doll she was planning on touting around everywhere to show off to everyone.
All the way around, I am very unhappy with the lack valid and timely shipping and tracking information, the lack of professionalism of your two cs reps and the manager I spoke with, as well as that your product did not meet the standards of the product in your picture.
Please contact me via email, so that I can attach pictures of the physical issues I have outlined above. I do hope that this email helps you address some serious issues with your company - your employees and quality control specifically.
Thank you for your time and anticipated attention to the above matters.
Sincerely,
Customers Name]
To make matters worse, since there is no review section on The [redacted] Galleries website, I went to an independent review site, posted my comment above and requested that I be commented by the company. Rather than respond, they created a fake comment below my review pretending to be me, using my user name, talking about drowning puppies and giving away children because they are ugly, only to respond immediately saying what a horrible person I am for say that (which I did not even post). They are a horrible company, as all the reviews on [redacted] show and they are giving your parent company a horrible name as well. I would hope, at the least, you look thoroughly into what is going on at your [redacted] Illinois facility and correct the issues.
I ordered a commemorative train for my great grandson for Christmas only to find out that Bradford would not ship until 6 months after Christmas. After the train was delivered they continued to charge my credit card for goods that I did not order. I had to report the transactions to my credit card company and they had to cancel my card and issue a new one. The hassle wasn't worth it. I hope this message prevents others from ordering from this company.
December 27, 2016 Ms. Esther [redacted] ...⇄ Assistant Manager Direct Retail Services Revdex.com 330 North Wabash Avenue, Suite 2006 Chicago, IL 60611 RE: Mr.Cyde [redacted] Troy, AL 36079-4312 Case # [redacted] Account # [redacted] Dear Ms. [redacted]: We are in receipt of your letter, dated December 22, 2016 regarding Mr. [redacted] complaint. We are deeply sorry for any inconvenience that Mr. [redacted] has endured with our company. For the sake of good client relations we will reprint his checks at our cost and indicate his wife’s name. We ask that he personally call us at 866-551-8965 to make these arrangements. We have noted his account appropriately so that he will not be charged and the phone fee is waived. We look forward to hearing from Mr. [redacted] and thank you for bringing this matter to our attention. Sincerely, Kelsey [redacted] Client Services 877-903-1696 [email protected] 9333 N. Milwaukee Ave, Niles, IL 60714
February 1, 2016
Ms. Esther [redacted] Assistant Manager Direct Retail...
Services Revdex.com 330 N. Wabash Avenue, Suite 2006 Chicago, IL 60611 RE: Brenda [redacted] 68 DOWNEY DR. WARMINSTER, PA 18974-4904 Case # 11111666 Account # [redacted] Dear Ms. [redacted]: We are in receipt of your e-mail, dated February 1, 2016 regarding Ms. [redacted]’s complaint. On 11/30/2015 we received an online order for our “Thomas [redacted] Simpler Times Victorian Christmas Porcelain Collector Plates. On December 1, 2015, the first plate titled “December” shipped out and we charged her card ending in 4710 $37.94 (the cost per plate). The second shipment included the rack, on which all the plates sit, and it was delivered Saturday, 12/12/2015 at 7:34AM. The second plate (shipment #3) titled “January” was delivered on Tuesday, 12/22/2015 at 7:48AM. We believe the third plate, February, was lost in shipment due to the fact that we shipped it on 12/30/2015, yet there is no tracking available and Ms. [redacted] states she did not receive it. After hearing from Ms. [redacted] directly, we processed a replacement and it is currently in the process of shipping. March, issue #4 (shipment 5), was shipped on 1/26/2016, however, there is no tracking for this item yet. We will pre-emptively replace it, monitor the original and the replacement, to ensure at least one plate is delivered to Ms. [redacted]. We appreciate her patience and understanding throughout this situation, and will remain available for Mr. [redacted] if has any other concerns he wishes to discuss. Thank you. Sincerely, Kelsey [redacted] Client Services
[redacted]
Case [redacted]
Account [redacted]
Dear [redacted]
We are in receipt of your e-mail, dated August 26, 2014, regarding [redacted] complaint.
We wish to apologize to[redacted] as we inadvertently gave her incorrect information regarding the issuance of her refund.
Because [redacted] canceled her check order within 7 days of receiving her payment, a refund check could not be issued until her payment cleared our bank. All checks go through a Central Processing Warehouse before being returned to the issuing banks, and subsequently payees are not notified whether a payment is accepted or not, for at least 20 business days. For this reason, since [redacted] payment was received on the 16th of July, and her order was canceled on the 21st, the soonest a refund would be generated would be early to mid-August.
In support of this, our records show our refund check [redacted], in the amount of $25.78, was issued and mailed on August 14, 2014. As of today it has not cleared our bank, but we trust [redacted] has received it by now. If she has not, we respectfully request that she contact us immediately so we can initiate tracking procedures. Our toll-free number is [redacted].
Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future.
Sincerely,
[redacted]
[redacted]
I ordered this adorable purse/bag from Bradford on June 13. The next day they emailed me the tracking number. So far so good, right? I never received the bag. After a few emails, and a couple phone calls where they kept blowing me off, I finally told them I was going to call my credit card company and get my money refunded.
This whole time they told me I never got a tracking number! I gave them the tracking number in each correspondence and they were speechless. They DO NOT know what they are doing there. One guy told me some huge story of they give tracking numbers, but the merchandise isn't ACTUALLY shipped for another couple weeks!! Seriously???
Finally, someone said they "canceled" my order and are sending out another bag. Long story short (because you know I shortened this quite a bit), I FINALLY received the bag Aug. 1. Is it adorable? Yes, but I won't do business with them again - especially after all the lying they did and HORRIBLE customer service. Seriously, not worth the frustration.
December 19, MsEsther *** Assistant Manager Direct Retail Services Revdex.com North Wabash Avenue, Suite Chicago, IL RE: MrScott *** *** ** *** *** Commerce City, CO Case # *** Account # *** Dear Ms***: We are in receipt of your letter, dated December 16, regarding Mr*** complaint We are deeply sorry for disappointing Mr***His order has been canceled and as an apology for following through with his order, we’d like to mail a gift certificate so he can use it on a future purchaseWe would be happy to personally help him shop in the future to ensure valid ship dates and order confirmation Again, we are so sorry for disappointing himThank you for bringing this matter to our attention Sincerely, Kelsey *** Client Services 877-903-
Very poor customer serviceTried to get two replacement certificates of authenticity for two of my dragon statues and you would think I was asking for the keys to the cityFirst call in was no problem was told after much discussion that I would have the first certificate in weeks Called back after weeks to find out were it was and nobody had a clue what I was talking aboutThen I'm told I have to provide proof that I bought the itemsSo I went from no problem to I'm a criminal just for asking for two pieces of paper Never even asked for the certificate number like the first guy didSo pretty poor customer service
December 28, Ms[redacted]
"">Assistant Manager Direct Retail Services Revdex.com North Wabash Ave., Suite Chicago, IL RE: G[redacted] PO BOX [redacted]- Case # [redacted] Account # [redacted] Dear Ms[redacted]: We are in receipt of your email dated December 21, regarding G[redacted]'s complaint We regret to hear that G[redacted] has had delivery and shipping issues with us in the pastWe processed a return for refund on 12/15/after learning item #01-[redacted]-001, "[redacted] Inspirations of Hope Cross." was not received In addition, since the pay method was changed from credit card to check on 11/17/2015, we sent a refund check for $to G[redacted] as opposed to crediting a credit card on fileCheck # [redacted] was processed on 12/for $and sent to the address on file: PO BOX [redacted], SUN CITY, CA [redacted]-If G[redacted] has not received the refund check yet, it will come very soon Should G[redacted] have any other questions, we are happy to helpThank you Sincerely, [redacted] Client Services
May 25, Ms[redacted]
"">Customer Relations Advocate
Revdex.com
NWabash Avenue, Suite Chicago, IL
RE: [redacted]
Milton, FL[redacted]
Case # [redacted]
Account # [redacted]
Dear Ms[redacted]:
We are in receipt of your notification, dated May 24, 2016, regarding Ms[redacted]' complaint
Our records indicate the "I Love You" 3-band diamond ring was coded as returned on May 10, We apologize for the different dates given as the representatives she spoke with were unaware of a delay with our refund checksAs explained to her yesterday, we have arranged for a refund of everything that she has paid. She will be receiving refund check #[redacted], issued May 24, 2016, in the amount of $39.75, under separate cover. It was sent to Ms[redacted], at the address on file: [redacted] jab Ct., [redacted], FL[redacted]
If Ms[redacted] has further questions, she is welcome to contact us directly at [redacted]. We are available to assist Monday through Friday between 7:a.mto 6:p.m(CT)
Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the futureSincerely,
[redacted]
Client Services
April 7, 2016
Ms. [redacted]
Customer Relations Advocate
Revdex.com
330 N. Wabash Avenue, Suite 2006
Chicago, IL 60611
RE: Mr. [redacted] ...⇄
[redacted] ...⇄ /> [redacted]
Case # [redacted]
Account # [redacted]
Dear Ms. [redacted]:
We are in receipt of your notification, dated April 7, 2016, regarding Mr. [redacted] rebuttal.
While we understand Mr. [redacted] would like his order of the Every Day Is a Touchdown with You Michigan State Figurine as soon as possible, we are not able to at this time. As previously stated, there were unforeseen issues in the production of this item and it is out of stock. It is not possible for us to ship an item we do not currently have in our possession. We sell specialty items that are not mass-produced as with a big-box store and it takes time to ensure the highest quality possible; unfortunately this can result in a delay in production and shipping.
Since we have already prioritized the handling of his order, have taken $33.00 off of the total cost and we are unable ship an item that is currently in production, we are considering this matter closed. If Mr. [redacted] does not want to wait until we receive our next shipment of the figurine, he can cancel at any time by calling our toll free number is [redacted]; our hours are Monday through Friday, 7:00 a.m. to 6:00 p.m. (CT).
Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future.
Sincerely,
[redacted]
Client Services
Complaint: 11551870
I am rejecting this response because:
ase #[redacted] account#[redacted] The orginial complaint was filed 7/7/16 and I got an email 7/ 15/16 that the case was closed. I was waiting to get the checks to respond and the case is not closed. W hen the email came from Kelssey [redacted] that secure shipping fee was adjusted. I have never received an adjustment and was charged the $52.23 full fee. When I made the mistake with wrong expiration date they should have already processed the order and had it ready to ship out. When I called 7/6/16 to Bradford the order should have been ready only needing credit card expiration date. If this wasn't done they should have fast tracked the order that day and put it as a priority order and thet should have been shipped that day or the next(7/7). I just received them today and that is almost 3 weeks to wait, I tried calling Kelsey [redacted] on Thursday(7/14/16) and wastold she was off and she would call me the nexr day 7/15?16 and she never returned my call. Just goes to show you how much they value customesr service as they can't return a call. My guess is when I called Bradford on 7/6/16 they wojuld have takenthis seriously ,but they chose the route that I complained and lets just screw this guy as he is causing us so many problems.
I want a full refund of my check amount and will not be satisfied with anything less. What a company that screws their customers. The full $52
Sincerely,
Michael [redacted]
I made the mistake of ordering from them. The promised it would arrive for xmas. Its Wednesday before and it took them a week just to ship. I get an email saying now that it wont be here for xmas. the question is now will it ever arrive. I see they are 92 percent negative review yet Revdex.com says A+ something is fishy here
I ordered something for Father's Day the first week of May. (Yes, it says up to 6 weeks). Fast forward to the end of May. I have been unable to log in with it saying it is still registering my account. I called and was told that they could not access the system to look in to that for me. I inquired about the status of my order and was told it was at the jewelers they use and would ship from there. They had information from the jeweler that it was scheduled to ship on the 5th of June. On the 13th of this month I called and after being on hold for 20+ minutes was told that the new information from the jeweler was it was scheduled to ship on June 18th. I was obviously upset as this is the day before the date I needed this item. They told me that they had no way of contacting the jeweler because it was all done online and they only received the shipping information from them when I asked how to contact the jeweler because I was upset that the shipping date got pushed back 13 days and I had no notification of it. To this date, I have received zero information from anyone on this order. When I said that I might want to just cancel (I had ordered for my mom so had to check with her) the lady on the phone told me I could do that. I thought of this after I got off the phone, but how would they cancel the order with the jeweler if they had no way to contact them? We ended up not cancelling the order, only because it was something we really wanted for my dad but I will NEVER order from this company again. Not only do I think it's ridiculous that no one there can assist with registering my account, but I do not believe for one second that they can not contact the jeweler (when I was questioning this she just kept telling me it was a weird system). However; even if that is the case then it is a HORRIBLE system and awful customer service to not be able to give the customer information on their order.
Bradford Exchange. A terrible experience from the start. I purchased the first installment of a Halloween collection in Sept. of 2015. I didn't receive the Halloween item until late November 2015. I wasn't informed that it would take almost 3-months for them to deliver. I began receiving installments of the line I purchased and enrolled in the automatic payment program. The quality of the items I subsequently received was sub-par at best. I decided in August to cancel the deliveries. I called to obtain a refund, and was told that I could not have a refund because they just shipped another installment (box). Well, it's approx. 3 months later and no package, no refund. I have just today called and was on the phone with BE's Customer Service dept. After repeating my prior experience 2-3 times, and an HOUR later, The Rep finally said that he would issue the refund. Between the awful quality of the pieces that I did receive, and the length of time it took to start the collection, then cancel, and rectify, I would not recommend starting any long term programs or collections with Bradford Exchange. On an up note, the gentleman that I spoke with today was very professional and did procure my refund.
I feel Bradford Exchange is not openly honest about product and no matter what happens to the item they never resolve it! I have gotten two Thomas Kinkaid items as gifts on separate Christmas years and both with in a year have broken. I feel what people pay for these items they should work more than a year! my husband is rather handy on fixing even dollar toy items. he opened the back of a night before Christmas house due to it just quit with in one year! if anyone would like to see how cheaply made a 150.00 dollar item is made my house shorted out and every wire was rapped in masking tape not electrical tape. and to top it all off the wires had burned through the tape. Does anyone else see a possible fire happening since the back of the house is just thick card board! So I guess is what I want say is I wouldn't buy or recommend a thing from this company!! you are wasting your money and time they do Absolutely nothing but take your money and one year later say sorry it broke your loss! I will be also telling people on Facebook what a crappy company the Bradford Exchange and Thomas Kinkaid is. Trust me social media can love you or hate you! and don't forget they give you no numbers to call a human but again do they even care! From one very,very unhappy customer! Ps. don't forget to rewrite what you don't agree with Lol Total scam of two company's who have the cheapest made product!
NEVER AGAIN !!!!
Initial Business Response /* (1000, 5, 2014/05/21) */
May 21,...
2014
[redacted]
We are in receipt of your e-mail, dated May 12, 2014, regarding [redacted] complaint.
We wish to apologize to [redacted] for not being able to get her Mother's Day guaranteed order to her on time. We also wish to assure you that every effort was made to meet our guarantee; including upgrading the shipment of these orders to Overnight Delivery.
Unfortunately, at the time she placed her order on-line, [redacted] indicated her shipping address was to be her P.O. Box address listed above. Upon receiving her personalized order from the vendor on Friday, May 9th, and preparing it for shipment, we realized we could not ship via overnight delivery and had to ship her order via [redacted] SmartPost. This method utilizes [redacted], but only to delivery to the US Postal Service for delivery to the customer, and this method can take 3-5 business days for delivery. Although the order was not delivered on time; the tracking results show [redacted]s order was delivered to her on Wednesday, May 14th @ 2:10pm.
Because we could not deliver her order on time, we would like to offer [redacted] FREE shipping plus a credit of $27.24, for the inconvenience she experienced. In addition, as she requested, we have removed the [redacted] method from the order so no further payments will be charged to her account, while she is deciding whether to take us up on the offer.
If [redacted] does not wish to keep the bracelet she should contact us for return instructions and the billing will be canceled. Once the return is received, she will be issued a refund check for the initial payment that was charged to her [redacted] account.
Please instruct [redacted] to contact me directly with her decision, and with any other concerns she may have at [redacted]
Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future.
Sincerely,
[redacted]
I ordered an item from this company on their website on December 13, 2016. The item was guaranteed to be delivered to me by Christmas. I tried tracking the package with the provided [redacted] shipment number they provided and [redacted] had no such number on file. I called the company and December 20, and I was told that I should receive it by Friday, December 23. Of course the delivery never showed up and I called again that day to see what was going on. Then I was told that it should arrive by Saturday, December 24. Of course, again the delivery never came. I have now called again today December 28, to see where my package is. Now they are able to track the package on [redacted]. Originally I was told that the [redacted] number that was given for my order was not registered because there were too many packages this time of year. Now [redacted] says that the package was sent out for delivery on December 27. When I questioned the girl at Bradford about this she said that it wasn't her companies fault, it was something done at [redacted]. Then she told me that she could credit me back $20.00, for something that cost me $114.95. I said that I did want the $20.00 back and I was still contacting the Revdex.com and that I would never do business with Bradford again Please, anyone thinking about ordering from this company, think again. They are not as reputable as they claim to be. Don't trust their guarantees about anything.
February 3, 2016 Ms. Esther [redacted] Assistant Manager Direct Retail Services Better...
Business Bureau 330 N. Wabash Avenue, Suite 2006 Chicago, IL 60611 RE: Marilu [redacted] 26422 ALDERTREE CT. MORENO VALLEY, CA 92555-2366 Case # 11118512 Account # [redacted] Dear Ms. [redacted]: We are in receipt of your email dated February 3, 2016 regarding Ms. [redacted]’ complaint. We are deeply sorry for the delay of product #01-22987-001. Per her request, we have cancelled the order. Since no payment was received for this order, there is no refund due. If Ms. [redacted] has any other questions, we request that she call us directly at the number below. Thank you. Sincerely, Kelsey [redacted] Client Services 877-903-1696
I placed an order from your company The [redacted] Galleries and this is the email I sent to them regarding my experience:
[First I would like to start off by saying I had a terribly difficult time getting any shipping information on this item. I had called twice, as I received an email shipping notification that it had shipped on 11/23, yet no tracking information was available. I was told by customer service management that I had to wait until 12/2 before they would do anything about tracking the status of my order because there was no tracking available to them as well. Every day, I checked status online to see if any tracking had posted and it wasn't until a week later that tracking was actually available, get this... because the actual day it shipped was 11/30, not 11/23 as I was advised in my shipping notification email.
Secondly, I had the item drop shipped to California, I live in New Jersey, and although I entered the correct ship to, your system showed Hesperia, CA [redacted] on my email confirmation. [redacted] is my NJ zipcode, not [redacted] which is Hesperia's zipcode that I entered and I had to call to confirm that your company actually had the correct ship to zipcode in your system. Apparently there is a glitch in your system, however customer service assured me they had the correct shipping zipcode.
Because of the dropship, I myself (and my daughter) did not see the doll until yesterday when she opened it. My father was the only one who saw it prior to this and told me the dolls name on the box and that the shipment was not damaged in transit upon arrival.
Now, here's my big problem... my 7 year old was in tears, crying that it's not the same doll that was in your pictures for several reasons. First, the doll on your site has blue eyes, her dolls eyes are actually side on being purple, not blue. Secondly, with your photographic lighting, the doll does not appear to be plastic, but in person most definitely looks like a plastic doll and not realistic like it does in the pictures. Thirdly, the doll we received has horrible kinky, frizzy, what I would describe as chimpanzee hair, that is very poorly glued on, lots of pieces are shedding just by patting down the dolls hair to try to tame the frizzy mess. You can feel clumps of glue in spots as well. It does not remotely resemble the dainty baby hair depicted I your photographs. The head shape of the doll is not even the same as the one shown online, ours has smaller cheeks and a more bulbous head. I can send pictures if you like.
I wish that your site had a review item selection, as she (and I) are terribly displeased with the fact that the doll we received really does not match the quality shown in the online pictures. However, the arms, legs, torso and clothes however, were as depicted and we are happy with the quality and portrayal thereof.
I asked her if she is wanting to return it and she said no, it's ok because she really doesnt want to wait another 2-3 weeks for a replacement doll. I personally, think a replacement would be a waste of time and effort anyway because it is most likely that we would receive another of the same quality as the one we received. With my daughters disappointment, this is not the doll she was planning on touting around everywhere to show off to everyone.
All the way around, I am very unhappy with the lack valid and timely shipping and tracking information, the lack of professionalism of your two cs reps and the manager I spoke with, as well as that your product did not meet the standards of the product in your picture.
Please contact me via email, so that I can attach pictures of the physical issues I have outlined above. I do hope that this email helps you address some serious issues with your company - your employees and quality control specifically.
Thank you for your time and anticipated attention to the above matters.
Sincerely,
Customers Name]
To make matters worse, since there is no review section on The [redacted] Galleries website, I went to an independent review site, posted my comment above and requested that I be commented by the company. Rather than respond, they created a fake comment below my review pretending to be me, using my user name, talking about drowning puppies and giving away children because they are ugly, only to respond immediately saying what a horrible person I am for say that (which I did not even post). They are a horrible company, as all the reviews on [redacted] show and they are giving your parent company a horrible name as well. I would hope, at the least, you look thoroughly into what is going on at your [redacted] Illinois facility and correct the issues.
I ordered a commemorative train for my great grandson for Christmas only to find out that Bradford would not ship until 6 months after Christmas. After the train was delivered they continued to charge my credit card for goods that I did not order. I had to report the transactions to my credit card company and they had to cancel my card and issue a new one. The hassle wasn't worth it. I hope this message prevents others from ordering from this company.
...
December 27, 2016 Ms. Esther [redacted] ...⇄ Assistant Manager Direct Retail Services Revdex.com 330 North Wabash Avenue, Suite 2006 Chicago, IL 60611 RE: Mr.Cyde [redacted] Troy, AL 36079-4312 Case # [redacted] Account # [redacted] Dear Ms. [redacted]: We are in receipt of your letter, dated December 22, 2016 regarding Mr. [redacted] complaint. We are deeply sorry for any inconvenience that Mr. [redacted] has endured with our company. For the sake of good client relations we will reprint his checks at our cost and indicate his wife’s name. We ask that he personally call us at 866-551-8965 to make these arrangements. We have noted his account appropriately so that he will not be charged and the phone fee is waived. We look forward to hearing from Mr. [redacted] and thank you for bringing this matter to our attention. Sincerely, Kelsey [redacted] Client Services 877-903-1696 [email protected] 9333 N. Milwaukee Ave, Niles, IL 60714
February 1, 2016
Ms. Esther [redacted] Assistant Manager Direct Retail...
Services Revdex.com 330 N. Wabash Avenue, Suite 2006 Chicago, IL 60611 RE: Brenda [redacted] 68 DOWNEY DR. WARMINSTER, PA 18974-4904 Case # 11111666 Account # [redacted] Dear Ms. [redacted]: We are in receipt of your e-mail, dated February 1, 2016 regarding Ms. [redacted]’s complaint. On 11/30/2015 we received an online order for our “Thomas [redacted] Simpler Times Victorian Christmas Porcelain Collector Plates. On December 1, 2015, the first plate titled “December” shipped out and we charged her card ending in 4710 $37.94 (the cost per plate). The second shipment included the rack, on which all the plates sit, and it was delivered Saturday, 12/12/2015 at 7:34AM. The second plate (shipment #3) titled “January” was delivered on Tuesday, 12/22/2015 at 7:48AM. We believe the third plate, February, was lost in shipment due to the fact that we shipped it on 12/30/2015, yet there is no tracking available and Ms. [redacted] states she did not receive it. After hearing from Ms. [redacted] directly, we processed a replacement and it is currently in the process of shipping. March, issue #4 (shipment 5), was shipped on 1/26/2016, however, there is no tracking for this item yet. We will pre-emptively replace it, monitor the original and the replacement, to ensure at least one plate is delivered to Ms. [redacted]. We appreciate her patience and understanding throughout this situation, and will remain available for Mr. [redacted] if has any other concerns he wishes to discuss. Thank you. Sincerely, Kelsey [redacted] Client Services
Initial Business Response /* (1000, 5, 2014/09/04) */
September 4, 2014
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
RE: [redacted]
[redacted]
...
[redacted]
Case [redacted]
Account [redacted]
Dear [redacted]
We are in receipt of your e-mail, dated August 26, 2014, regarding [redacted] complaint.
We wish to apologize to[redacted] as we inadvertently gave her incorrect information regarding the issuance of her refund.
Because [redacted] canceled her check order within 7 days of receiving her payment, a refund check could not be issued until her payment cleared our bank. All checks go through a Central Processing Warehouse before being returned to the issuing banks, and subsequently payees are not notified whether a payment is accepted or not, for at least 20 business days. For this reason, since [redacted] payment was received on the 16th of July, and her order was canceled on the 21st, the soonest a refund would be generated would be early to mid-August.
In support of this, our records show our refund check [redacted], in the amount of $25.78, was issued and mailed on August 14, 2014. As of today it has not cleared our bank, but we trust [redacted] has received it by now. If she has not, we respectfully request that she contact us immediately so we can initiate tracking procedures. Our toll-free number is [redacted].
Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future.
Sincerely,
[redacted]
[redacted]
I ordered this adorable purse/bag from Bradford on June 13. The next day they emailed me the tracking number. So far so good, right? I never received the bag. After a few emails, and a couple phone calls where they kept blowing me off, I finally told them I was going to call my credit card company and get my money refunded.
This whole time they told me I never got a tracking number! I gave them the tracking number in each correspondence and they were speechless. They DO NOT know what they are doing there. One guy told me some huge story of they give tracking numbers, but the merchandise isn't ACTUALLY shipped for another couple weeks!! Seriously???
Finally, someone said they "canceled" my order and are sending out another bag. Long story short (because you know I shortened this quite a bit), I FINALLY received the bag Aug. 1. Is it adorable? Yes, but I won't do business with them again - especially after all the lying they did and HORRIBLE customer service. Seriously, not worth the frustration.