Still waiting on shipment that was supposed to be delivered 5 days ago. Have called customer service 3 times. Was unable to track package that was sent [redacted] Customer service rep said they couldn't track pkg because 3rd party company that picks up packages from their shipping department hadn't updated the tracking information. Apparently this is ongoing problem per the customer service rep.
Also beware if you need delivered to a physical address. [redacted] hands the pkg over to the Post Office for delivery. The physical address I'm having this delivered to does not get [redacted](Post Office) at the physical address. Regular [redacted] and
[redacted] both deliver to the physical address, but NOT the Post Office!!!
This is a Christmas gift that supposedly shipped 17 days ago and is lost in the abyss of a very poor tracking system. I'm sick of the run around every time I call and will not use this company again.
My purchase with this company has been the worst experience ever. I ordered [redacted] shoes as a gift for my daughter 3 months ago and she still doesn't have them. I have been chasing these shoes down for months and now it seems they changed the name on the shipping info to mine and the post office returned them as I don't live with my daughter. Absolute nightmare trying to get these people to fix the issues they made. Why in the world would you advertise things you have no idea when or if you can get them and give your customers the run around for months???I'll never deal with these people again. Worst customer service in the world!
We are in receipt of your notification, dated January 7, 2015, regarding Ms. [redacted] complaint.
Our records show we received an order for the entire “American Replica Pipe Tomahawk Wall Decor Collection” via the Internet. Shipments were to be made to the above address and the order was processed accordingly.
Our records also show we received Ms. [redacted] request to cancel her reservation for the “American Replica Pipe Tomahawk Wall Decor Collection” on December 10, 2015. According to her request, we canceled the remaining items in this series, and no further shipments will be made. We do apologize; the day the request to cancel was made, the next issue in the series was sent out which is why her credit card was charged again. I have mailed Ms. [redacted] a pre-paid return label and she is welcome to return the second issue for a full refund.
If Ms. [redacted] needs additional assistance in the future, please instruct her to contact us directly @ [redacted]; our hours are Monday through Friday, 7:00am to 6:00pm (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.
Ordered a Christmas tree twice and it never shipped. Called one more time they disconnected me I called back with no success from anyone, I requested to talk to a representative of the company in the United States. Will never order anything again.
We are in receipt of your notification, dated October 5, 2016, regarding Ms. [redacted]e’s complaint.
Our records indicate we received an order for the “America’s Most Haunted Places” village in Ms. [redacted]e’s name. At the time of the order, our website stated the first issue in the collection, “The [redacted] House,” would begin shipping around September 2016. The current address we have on her account is 4 [redacted] St., Apt. B3, White Plains, NY 10601, however, the shipping address on her order is [redacted] Ave. PMB #[redacted], White Plains NY 10605. The [redacted] Ave. address is the one her order was shipped to, but it is not the main address on the account.
If she does not want the village piece anymore, we can certainly issue a refund, however, since there is conflicting information regarding which address is the correct one, we would like to extend the offer to send a replacement to the correct address. We only ask that she confirms the shipping address, and I will personally order it for her.
.
If Ms. [redacted]e has any further questions, she can contact us directly; 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.
I called to pay off my last two payments. Gave my credit card number and next day I had stolen charges from the area the company is in. My card was never charged the paid off amount. Now I cancelled it due to it being stolen and I will not ever give them another card number! If they pursue the $40 Then I'll fight them.
face="Times New Roman">Ms. [redacted]
Customer Relations Advocate
Revdex.com
330 N. Wabash Avenue, Suite 2006
Chicago, IL 60611
RE: [redacted] J. [redacted] ...⇄ [redacted] ...⇄ />
[redacted]
[redacted]
[redacted]
Dear Ms. [redacted]:
We are in receipt of your notification, dated June 26, 2016, regarding Ms. [redacted]’ complaint.
Our records show, per Ms. [redacted]’ request, we have coded her mother’s account so that future mailings are not printed. Please be advised that some mailings have already been printed and we are unable to intercept them. However, the mailings should stop within 8-10 weeks from the date she was removed from our mailing list.
If Ms. [redacted] has any further questions, she can contact us directly; 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.
Initial Business Response /* (1000, 5, 2015/10/27) */
10/27/2015
Ms. Nita [redacted]
Assistant Manager
Direct Retail Services
Revdex.com
330 North Wabash Avenue, Suite 2006
Chicago, IL 60611
RE: Mr. [redacted]
...
[redacted]
Case # 94575901
Account # [redacted]
Dear Ms. [redacted]:
We are in receipt of your email dated 10/26/2015 regarding Mr. [redacted]'s complaint.
Our records show that we received an order via the Internet for 4 boxes of [redacted] Exchange Checks in the Enduring Faith check design on 7/28/2015. Our website requests that all of the ordering and account information that is entered be verified before completion of the order. We processed the order accordingly, and it was shipped to Mr. [redacted] on 8/3/2015.
Because we request that our clients verify all account information prior to completing their orders, we do not typically arrange for a rerun of the checks in cases of customer error. However, on a one-time basis, and as a matter of good client relations, we would like to completely refund Mr. [redacted] and offer to rerun his checks at the introductory price. We request that he call us to order so to ensure the correct account and routing numbers be applied and the introductory price is honored. Our toll-free phone 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,
Kelsey [redacted]
Client Services
We are in receipt of your notification, dated July 20, 2016, regarding Ms. [redacted]’s complaint.
We apologize to Ms. [redacted] for the wait in receiving the “Together We’re a Winning Team” [redacted] Precious Moments figurine. When she contacted us after the 30-day wait period on July 7, 2016, we ordered a replacement and it was shipped out July 12, 2016. She can use this trac[redacted] number [redacted] on www.fedex.com/us if she hasn’t received it, however, FedEx shows her package was delivered July 20, 2016 at 2:28 p.m.
If she has any further questions, she can contact us directly; our toll free number is 877-903-1696; 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.
I NEED HELP!! This company is a complete scam! I ordered a christmas tree and paid in full. $79.99. When the package arrived a month later it was just a castle not a tree. I was told by customer service that this was a part of a collection. No problem! I told Lauren the service advisor to cancel my account and we will return the castle... A few weeks I recieved another charge to my account for $39.99 for an unknown item I still have not recieved. After being on hold for nearly 30 min (28:36) I made contact with an awesome agent 'Hafiz' who was able to verify that the first person never canceled my account. Also made not that this is a common issue that bradford does to their customers. I appreciate what Hafiz was able to do and verify that they closed the account and removed the credit card from the data base. A new package is being shipped and we have to return it as soon as we get it. A refund should be coming in soon.
I ordered a personalized family bracelet from Bradford on 12/9. I was told at the time that the item would be delivered before Christmas. I subsequently received an email that the item had shipped on 12/17. I have spent more than 3 hours on the phone (on hold mostly) waiting for customer service to advise me why I haven't received the product. I have been told twice now that there is no tracking information available yet and that I should call back on 12/23 after 6 p.m. Customer service reps are terrible. I WILL NEVER BUY FROM THIS COMPANY AGAIN!!!!!!!!!!!!!!!!
Initial Business Response /* (1000, 5, 2014/04/30) */
April 30,...
2014
[redacted]
We are in receipt of your e-mail, dated April 22, 2014, regarding [redacted] complaint.
Our records show we received an order for 2 boxes of duplicate style checks in the "Cure Cancer" check design from [redacted] at the above address. He also requested Secure Ship, EZ Shield Check Protection, and a matching check book cover. Please refer to the information below for pricing of each:
PRODUCT COST
2 Boxes of Duplicate Checks $9.49
EZ Shield Check Protection $5.00
Secure Ship $8.95
Check Book Cover $19.99
Service & Handling Fee on
Checks & Cover $8.85
[redacted] placed his order via the Internet using his credit card. The total amount to be billed upon shipment was $52.28. [redacted] order was shipped and he was billed $22.94 for the Check Book Cover (includes $2.95 s&h) on April 21, 2014; and charged $29.34 for the Duplicate Checks (including EZ Shield, Secure Ship, & $5.90 for s&h on the checks) on April 23, 2014. The two charges equal the total amount due for his order as stated above. We assure you and [redacted] that no additional charges were made to his credit card.
Further, [redacted] contacted Customer Service on April 29, 2014 requesting a rerun of his checks due to the incorrect name of his Financial Institution on the order he received. [redacted] was advised that since he placed the order via the Internet it was processed according to the information he provided. Even though we do not normally rerun orders due to client error, in the interest of good client relations, our supervisor agreed to have his order re-printed for this one-time only. He should expect to receive the re-printed checks within 3-5 business days.
If [redacted] has any further concerns or questions regarding this matter he should contact Customer Service [redacted] and they will be happy to assist him.
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]
Initial Consumer Rebuttal /* (3000, 7, 2014/04/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The error was made on the part of Bradford Exchange with the Financial intuition information NOT mine. I find it very disturbing that [redacted] would respond in this way when there own customer service team acknowledged the error on their part. Is this the way you treat all of our customer. The check order which I still have not received was not processed correctly by Bradford. I provided the routing number which was the routing number on my checks. If they would have even bothered to perform proper Q&A checks before orders we completed they would have discovered just as the customer service rep. I spoke with on April 29, that[redacted] who subsequently merged with[redacted] How can you state this is my error when anyone with common sense to do the proper search just as your customer service rep. did on April 29 when I spoke with him that the routing number now belongs to[redacted] NA. [redacted] the first rule in business is that the customer is ALWAYS right as I am sure you are well aware and when you indicate the customer has made an error you need to be sure you are correct before making incorrect statements. Go back and review the audio tapes of the conversation I had with the customer service rep. and you will hear he took full responsibility on behalf of Bradford Exchange for your clear gross negligence and error! I will contact your CEO regarding this! This will be my last order with Bradford as you lack the Q&A process skills necessary to meet my expectations. I think you owe me an apology for your statements as they are in correct [redacted]! Further your own staff even supervisor Michelle in the customer service center even acknowledged how antiqued your system is for processing payments. Prehaps Bradford should update there payment processing systems to the 21st century so that customers do not have holds on there accounts for extending periods of time. The fact is that I did have three separate charges for payment held on my account. I do not have this issue with other business entities I deal with on a daily basis. Work on these issues before making incorrect statements about customers. Word of mouth is powerful and the way you treat customers today made dictate the customers you have tomorrow. You have a pleasant day!
To further add I just checked The Bradford Exchange website and I find it ironic that there is a question under customer service that indicates the following?
Q: My bank just merged with another. How do I order new checks if I'm not sure the bank numbers have changed?
A: Our state-of-the-art security system identifies all bank mergers and will automatically modify your check information accordingly. Just provide us with your most recent account information, and we will do the rest.
My question for [redacted] is if The Bradford exchange system is so "State-of-the-Art". How is it that your organization was unable to identify that my routing number I provided, "Please note I never was asked for my Financial intuitions name!! Did not cross check based upon this statement above and your Q&A team failed to update the checks that were printed with [redacted] instead of[redacted] How is this my mistake. Again [redacted] please take the time to ensure your statements are correct before preparing a response in the future to a customer of whom The Bradford Exchange claims to value.....
Final Business Response /* (4000, 9, 2014/05/08) */
May 8, 2014
[redacted]
[redacted]
We are in receipt of your e-mail, dated May 1, 2014, regarding [redacted] rebuttal comments.
I am [redacted] supervisor, [redacted], and wish to assure you and [redacted] that the information contained in her response was correct based on the information he provided. In addition, [redacted] is also correct that our state-of-the-art security system works in identifying bank mergers, but only when we are provided with up to date information by the banking industry. We have been advised by our check printer that they have yet to be officially notified with the information on the merger.
Since [redacted] contacted our Customer Service representative on April 29, 2014, and informed us of the correct banking information, we were able to notify our check printer and provide them with the "new" bank information. The check printer has updated their state-of-the-art equipment, and [redacted] check order has already been re-printed.
Unfortunately, there was a slight delay in re-printing [redacted]s' check order while verifying the merger, and his order did not ship as quickly as we thought it would. Rest assured his order was shipped on Tuesday, May 6, 2014, and is scheduled for delivery by UPS on Friday, May 9th.
We wish to apologize for any misunderstanding and/or miscommunication that occurred regarding this matter, and trust that this resolves the issue for [redacted] and alleviates any reservations he may have had. If [redacted] has any further concerns or questions regarding this matter he should contact me directly at the number below.
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 Supervisor
[redacted]
We are in receipt of your notification, dated December 28, 2016, regarding Ms. [redacted]’s complaint.
Our records show we received an order for the “Noble Guardian” stein on December 12, 2016 while the item was covered by our Christmas Guarantee. We are sorry that we disappointed Ms. [redacted], but unforeseen circumstances caused an issue in shipping.
I see the label for Ms. [redacted]’s order was created on December 13, 2016 and was ready for pickup by our carrier, but there was a delay. We currently do not know what caused the delay, however, we assure you we are currently investigating the cause of this issue. When using this trac[redacted] number [redacted] on www.[redacted].com/us you can see her order is on its way and will be delivered on January 4, 2016.
We realize this is after the promised date and apologize for not being able to fulfill our guarantee. We have compensated Ms. [redacted] and she will receive the compensation back on her card in the next 3-5 business days (excluding holidays).
If Ms. [redacted] has any other questions, she can contact us directly; 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.
11pt;">
Ms. [redacted]
Customer Relations Advocate
Revdex.com
330 N. Wabash Avenue, Suite 2006
Chicago, IL 60611
RE: [redacted] P. [redacted] ...⇄
[redacted] ...⇄ />
[redacted]
Case # [redacted]
Account # [redacted]
Dear Ms. [redacted]:
We are in receipt of your notification, dated January 10, 2017, regarding Ms. [redacted] complaint.
We are sorry for the confusion with Ms. [redacted] order. The advertisement in question does state that this is a collection and that each piece is shipped and charged separately in a subscription that can be canceled at any time.
We do understand Ms. [redacted] situation and would like to help. We are unable to accept all of the figurines for refunds as our warranty only extends 365 days, however, she is welcome to return and figurines purchased in 2016 for a full refund. The returnable figurines in this collection include:
Item number
Title
Price
09-[redacted]-008
Forever Close
$42.28
09-[redacted]-009
My Focus on Purr-fection
$42.28
09-[redacted]-010
Cats Make Every Moment
$42.28
09-[redacted]-011
Life’s Purfect Accents
$42.28
09-[redacted]-012
Cats Keep My Life Full
$42.28
09-[redacted]-013
A Purr-fect Retreat
Shipped but not Paid, No refund due
When reviewing the account, I see the subscription has been canceled as of January 09, 2017 so Ms. [redacted] will no longer receive shipments for this collection. She is also welcome to return any shipments mentioned above for a full refund. The agent they spoke with on January 9, 2017 has already advised them of our return policy and ordered return labels for each of the fore-mentioned items. The labels will arrive in the next 7-10 business days. We would also like to note there are five other items that were ordered from June to December we have not received payments for. The agent has ordered pre-paid postage labels for these items as well.
If Ms. [redacted] has any other questions, she can contact us directly; 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.
October 28, 2015
[redacted]
[redacted]
Direct Retail Services
Revdex.com
330 N. Wabash Avenue, Suite 2006
Chicago, IL 60611
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]...
[redacted]
[redacted]
We are in receipt of your e-mail, dated October 27, 2015, regarding [redacted] complaint.
Our records indicate we received the four boxes of returned "Morning Serenade" checks for a refund on August 21, 2015. However, because there was a past due balance on the account, part of the refund was applied to pay off this debt.
Our records show that on August 13, 2012 "St. Louis Cardinals" checks and labels were shipped to the client. The total cost of the labels were $11.98 and $28.23 for the checks. The cost of the labels was paid in full, however, a payment of $23.75 was made for the checks, leaving a balance of $4.48. After several attempts to collect this debt, the account was turned over to collections on December 17, 2012. After [redacted] contacted us, a credit of $2.64 was applied to the account, leaving a past due balance of $1.84.
When [redacted] mailed in her order for the four boxes of "Morning Serenade" checks, she filled out an order card (copy provided by [redacted] in her original complaint) with the price totaling $28.17. In the top right of the order card it clearly states that the prices on the order card are a limited-time offer for new customers. Since [redacted] had ordered checks from us previously in 2012, she is no longer a new customer so the total for the order came to $68.45. We received her payment of $28.17 and she was invoiced $40.28 for the remaining balance.
After [redacted] returned the "Morning Serenade" checks, the balance of $40.28 was liquidated. Therefore, upon receipt of the returned "Morning Serenade" checks, $1.84 of the $28.23 refund was applied to the previous balance due for the "St. Louis Cardinals" checks. The remaining $26.33 was refunded to [redacted] on our refund check [redacted] dated August 27, 2015.
In the interest of keeping good client relations, we have issued a new refund check [redacted] containing the $28.23 and a supervisor has approved additional compensation in the amount of $26.27 totaling a $54.50 refund.
Since [redacted] returned her checks and is receiving her full payment of $28.23 plus additional compensation, we consider this matter closed. Thank you for bringing this to our attention. Please do not hesitate to contact us if we can be of further assistance.
Sincerely,
[redacted]
Client Services
My fiancé had ordered a personalized my joy bracelet from them and they said our order was on it's way that was on the 11th and I went to check on the delivery to make sure it would be here before Christmas like it said it would be and they had cancelled the order on the 17th without even notifying us or checking with us. I have called 3 times each time on hold for over 20 minutes and on the 3rd time I finally got ahold of someone and when I asked what had happened they said it had been cancelled because his card didn't match his address but this is untrue and when I asked if we could get it fixed he kept saying that was with the credit department. When I asked for their number or to transfer me over to them he refused. I work as an online sales associate and this is by far the worst experience I have had ordering anything online!
My boyfriend ordered me the I love you stackable rings. We used the wrong address by mistake and the item had gotten returned. (After dealing with the post office for two weeks frustrated) I called Bradford and explained what had happened and they immediately put in for a replacement. Bummed I wasn't getting it for Christmas, I received it the next day because they overnight it for me. They were very helpful and made sure I got my gift on time.
February 12, 2016 Ms. Esther [redacted] Assistant Manager
10pt;">Direct Retail Services Revdex.com 330 N. Wabash Ave., Suite 2006 Chicago, IL 60611 RE: Ms. Selima [redacted] PO BOX 330094 Brooklyn, NY 11233-0094 Case # 11131856 Account # 607806137 Dear Ms. [redacted]: We are in receipt of your e-mail, dated February 11, 2016 regarding Ms. [redacted]’s complaint. Our records show Ms. [redacted] sent us her reservation for the “Disney Holiday Celebration Express Train Collection.” We received his reservation on August 17, 2015 and according to the offer he responded to we sent her a pre-ship invoice for the first issue in the collection. The initial amount due for the first issue was $29.99. On 10/15/2015 we received the payment and shipped the “Mickey Mouse Locomotive” on 10/16/2015. On December 17, 2015 we received the final payment of $59.99 for the first issue. Since the first piece was paid off, we sent the second issue in her collection, “Holiday Celebration.” In addition, we’ve mailed invoices for $89.98 which is due for the second issue. As of today, we have not received payment for this piece. On 2/5/2016 we sent a letter to Ms. [redacted] explaining how our Train Collections work. The process is explicit on our website, catalog, and reservation cards. Each issue is $89.98. If Ms. [redacted] misunderstood this process and does not wish to continue with her collection, we can send her return labels for the first two pieces so that she can return them for a full refund. She can also stop the collection now and keep the two pieces so long as the second item is paid off. We are happy to help Ms. [redacted] whichever path she chooses. 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, Kelsey [redacted] Client Services 886-285-1736
December 8, 2016 Ms. [redacted] ...⇄ Assistant Manager Direct Retail Services Revdex.com 330 North Wabash Avenue, Suite 2006 Chicago, IL 60611 RE: Ms. [redacted] Caroline St. [redacted], WI [redacted] Case # [redacted] Account # [redacted] Dear Ms. [redacted]: We are in receipt of your letter, dated December 7, 2016 regarding Ms. [redacted]’s complaint. We are deeply sorry for Ms. [redacted]’s disappointment and frustration with our company. We have balanced Ms. [redacted]’s account so that she will receive a refund check of $59.94. If Ms. [redacted] needs anything else, we encourage her to contact us personally at the number below. Thank you for bringing this matter to our attention. Sincerely, [redacted] Client Services 877-[redacted]
Still waiting on shipment that was supposed to be delivered 5 days ago. Have called customer service 3 times. Was unable to track package that was sent [redacted] Customer service rep said they couldn't track pkg because 3rd party company that picks up packages from their shipping department hadn't updated the tracking information. Apparently this is ongoing problem per the customer service rep.
Also beware if you need delivered to a physical address. [redacted] hands the pkg over to the Post Office for delivery. The physical address I'm having this delivered to does not get [redacted](Post Office) at the physical address. Regular [redacted] and
[redacted] both deliver to the physical address, but NOT the Post Office!!!
This is a Christmas gift that supposedly shipped 17 days ago and is lost in the abyss of a very poor tracking system. I'm sick of the run around every time I call and will not use this company again.
My purchase with this company has been the worst experience ever. I ordered [redacted] shoes as a gift for my daughter 3 months ago and she still doesn't have them. I have been chasing these shoes down for months and now it seems they changed the name on the shipping info to mine and the post office returned them as I don't live with my daughter. Absolute nightmare trying to get these people to fix the issues they made. Why in the world would you advertise things you have no idea when or if you can get them and give your customers the run around for months???I'll never deal with these people again. Worst customer service in the world!
January 8, 2016
Ms. [redacted]...
[redacted]
Customer Relations Advocate
Revdex.com
[redacted]
[redacted]
[redacted]
[redacted]
Case [redacted]
Dear Ms. [redacted]
We are in receipt of your notification, dated January 7, 2015, regarding Ms. [redacted] complaint.
Our records show we received an order for the entire “American Replica Pipe Tomahawk Wall Decor Collection” via the Internet. Shipments were to be made to the above address and the order was processed accordingly.
Our records also show we received Ms. [redacted] request to cancel her reservation for the “American Replica Pipe Tomahawk Wall Decor Collection” on December 10, 2015. According to her request, we canceled the remaining items in this series, and no further shipments will be made. We do apologize; the day the request to cancel was made, the next issue in the series was sent out which is why her credit card was charged again. I have mailed Ms. [redacted] a pre-paid return label and she is welcome to return the second issue for a full refund.
If Ms. [redacted] needs additional assistance in the future, please instruct her to contact us directly @ [redacted]; our hours are Monday through Friday, 7:00am to 6:00pm (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
Ordered a Christmas tree twice and it never shipped. Called one more time they disconnected me I called back with no success from anyone, I requested to talk to a representative of the company in the United States. Will never order anything again.
October 5, 2016
face="Times New Roman">Ms. [redacted]
Customer Relations Advocate
Revdex.com
330 N. Wabash Avenue, Suite 2006
Chicago, IL 60611
RE: [redacted]e �...⇄
[redacted] ...⇄ /> [redacted]
Case # [redacted]
Account # [redacted]
Dear Ms. [redacted]:
We are in receipt of your notification, dated October 5, 2016, regarding Ms. [redacted]e’s complaint.
Our records indicate we received an order for the “America’s Most Haunted Places” village in Ms. [redacted]e’s name. At the time of the order, our website stated the first issue in the collection, “The [redacted] House,” would begin shipping around September 2016. The current address we have on her account is 4 [redacted] St., Apt. B3, White Plains, NY 10601, however, the shipping address on her order is [redacted] Ave. PMB #[redacted], White Plains NY 10605. The [redacted] Ave. address is the one her order was shipped to, but it is not the main address on the account.
If she does not want the village piece anymore, we can certainly issue a refund, however, since there is conflicting information regarding which address is the correct one, we would like to extend the offer to send a replacement to the correct address. We only ask that she confirms the shipping address, and I will personally order it for her.
.
If Ms. [redacted]e has any further questions, she can contact us directly; 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
I called to pay off my last two payments. Gave my credit card number and next day I had stolen charges from the area the company is in. My card was never charged the paid off amount. Now I cancelled it due to it being stolen and I will not ever give them another card number! If they pursue the $40 Then I'll fight them.
June 27, 2016
face="Times New Roman">Ms. [redacted]
Customer Relations Advocate
Revdex.com
330 N. Wabash Avenue, Suite 2006
Chicago, IL 60611
RE: [redacted] J. [redacted] ...⇄
[redacted] ...⇄ /> [redacted]
[redacted]
[redacted]
Dear Ms. [redacted]:
We are in receipt of your notification, dated June 26, 2016, regarding Ms. [redacted]’ complaint.
Our records show, per Ms. [redacted]’ request, we have coded her mother’s account so that future mailings are not printed. Please be advised that some mailings have already been printed and we are unable to intercept them. However, the mailings should stop within 8-10 weeks from the date she was removed from our mailing list.
If Ms. [redacted] has any further questions, she can contact us directly; 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
Initial Business Response /* (1000, 5, 2015/10/27) */
10/27/2015
Ms. Nita [redacted]
Assistant Manager
Direct Retail Services
Revdex.com
330 North Wabash Avenue, Suite 2006
Chicago, IL 60611
RE: Mr. [redacted]
...
[redacted]
Case # 94575901
Account # [redacted]
Dear Ms. [redacted]:
We are in receipt of your email dated 10/26/2015 regarding Mr. [redacted]'s complaint.
Our records show that we received an order via the Internet for 4 boxes of [redacted] Exchange Checks in the Enduring Faith check design on 7/28/2015. Our website requests that all of the ordering and account information that is entered be verified before completion of the order. We processed the order accordingly, and it was shipped to Mr. [redacted] on 8/3/2015.
Because we request that our clients verify all account information prior to completing their orders, we do not typically arrange for a rerun of the checks in cases of customer error. However, on a one-time basis, and as a matter of good client relations, we would like to completely refund Mr. [redacted] and offer to rerun his checks at the introductory price. We request that he call us to order so to ensure the correct account and routing numbers be applied and the introductory price is honored. Our toll-free phone 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,
Kelsey [redacted]
Client Services
July 21, 2016
Ms....
Esther [redacted]
Customer Relations Advocate
Revdex.com
330 N. Wabash Avenue, Suite 2006
Chicago, IL 60611
RE: Kayla [redacted] ...⇄
1520 26th Street ...⇄
Cody, WY. 82414
Case # 11573603
Account # [redacted]
Dear Ms. [redacted]:
We are in receipt of your notification, dated July 20, 2016, regarding Ms. [redacted]’s complaint.
We apologize to Ms. [redacted] for the wait in receiving the “Together We’re a Winning Team” [redacted] Precious Moments figurine. When she contacted us after the 30-day wait period on July 7, 2016, we ordered a replacement and it was shipped out July 12, 2016. She can use this trac[redacted] number [redacted] on www.fedex.com/us if she hasn’t received it, however, FedEx shows her package was delivered July 20, 2016 at 2:28 p.m.
If she has any further questions, she can contact us directly; our toll free number is 877-903-1696; 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,
Tofer [redacted]
Client Services
I NEED HELP!! This company is a complete scam! I ordered a christmas tree and paid in full. $79.99. When the package arrived a month later it was just a castle not a tree. I was told by customer service that this was a part of a collection. No problem! I told Lauren the service advisor to cancel my account and we will return the castle... A few weeks I recieved another charge to my account for $39.99 for an unknown item I still have not recieved. After being on hold for nearly 30 min (28:36) I made contact with an awesome agent 'Hafiz' who was able to verify that the first person never canceled my account. Also made not that this is a common issue that bradford does to their customers. I appreciate what Hafiz was able to do and verify that they closed the account and removed the credit card from the data base. A new package is being shipped and we have to return it as soon as we get it. A refund should be coming in soon.
I received my ring right on time and it's beautiful! I'M very satisfied!
I ordered a personalized family bracelet from Bradford on 12/9. I was told at the time that the item would be delivered before Christmas. I subsequently received an email that the item had shipped on 12/17. I have spent more than 3 hours on the phone (on hold mostly) waiting for customer service to advise me why I haven't received the product. I have been told twice now that there is no tracking information available yet and that I should call back on 12/23 after 6 p.m. Customer service reps are terrible. I WILL NEVER BUY FROM THIS COMPANY AGAIN!!!!!!!!!!!!!!!!
Initial Business Response /* (1000, 5, 2014/04/30) */
April 30,...
2014
[redacted]
We are in receipt of your e-mail, dated April 22, 2014, regarding [redacted] complaint.
Our records show we received an order for 2 boxes of duplicate style checks in the "Cure Cancer" check design from [redacted] at the above address. He also requested Secure Ship, EZ Shield Check Protection, and a matching check book cover. Please refer to the information below for pricing of each:
PRODUCT COST
2 Boxes of Duplicate Checks $9.49
EZ Shield Check Protection $5.00
Secure Ship $8.95
Check Book Cover $19.99
Service & Handling Fee on
Checks & Cover $8.85
[redacted] placed his order via the Internet using his credit card. The total amount to be billed upon shipment was $52.28. [redacted] order was shipped and he was billed $22.94 for the Check Book Cover (includes $2.95 s&h) on April 21, 2014; and charged $29.34 for the Duplicate Checks (including EZ Shield, Secure Ship, & $5.90 for s&h on the checks) on April 23, 2014. The two charges equal the total amount due for his order as stated above. We assure you and [redacted] that no additional charges were made to his credit card.
Further, [redacted] contacted Customer Service on April 29, 2014 requesting a rerun of his checks due to the incorrect name of his Financial Institution on the order he received. [redacted] was advised that since he placed the order via the Internet it was processed according to the information he provided. Even though we do not normally rerun orders due to client error, in the interest of good client relations, our supervisor agreed to have his order re-printed for this one-time only. He should expect to receive the re-printed checks within 3-5 business days.
If [redacted] has any further concerns or questions regarding this matter he should contact Customer Service [redacted] and they will be happy to assist him.
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]
Initial Consumer Rebuttal /* (3000, 7, 2014/04/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The error was made on the part of Bradford Exchange with the Financial intuition information NOT mine. I find it very disturbing that [redacted] would respond in this way when there own customer service team acknowledged the error on their part. Is this the way you treat all of our customer. The check order which I still have not received was not processed correctly by Bradford. I provided the routing number which was the routing number on my checks. If they would have even bothered to perform proper Q&A checks before orders we completed they would have discovered just as the customer service rep. I spoke with on April 29, that[redacted] who subsequently merged with[redacted] How can you state this is my error when anyone with common sense to do the proper search just as your customer service rep. did on April 29 when I spoke with him that the routing number now belongs to[redacted] NA. [redacted] the first rule in business is that the customer is ALWAYS right as I am sure you are well aware and when you indicate the customer has made an error you need to be sure you are correct before making incorrect statements. Go back and review the audio tapes of the conversation I had with the customer service rep. and you will hear he took full responsibility on behalf of Bradford Exchange for your clear gross negligence and error! I will contact your CEO regarding this! This will be my last order with Bradford as you lack the Q&A process skills necessary to meet my expectations. I think you owe me an apology for your statements as they are in correct [redacted]! Further your own staff even supervisor Michelle in the customer service center even acknowledged how antiqued your system is for processing payments. Prehaps Bradford should update there payment processing systems to the 21st century so that customers do not have holds on there accounts for extending periods of time. The fact is that I did have three separate charges for payment held on my account. I do not have this issue with other business entities I deal with on a daily basis. Work on these issues before making incorrect statements about customers. Word of mouth is powerful and the way you treat customers today made dictate the customers you have tomorrow. You have a pleasant day!
To further add I just checked The Bradford Exchange website and I find it ironic that there is a question under customer service that indicates the following?
Q: My bank just merged with another. How do I order new checks if I'm not sure the bank numbers have changed?
A: Our state-of-the-art security system identifies all bank mergers and will automatically modify your check information accordingly. Just provide us with your most recent account information, and we will do the rest.
My question for [redacted] is if The Bradford exchange system is so "State-of-the-Art". How is it that your organization was unable to identify that my routing number I provided, "Please note I never was asked for my Financial intuitions name!! Did not cross check based upon this statement above and your Q&A team failed to update the checks that were printed with [redacted] instead of[redacted] How is this my mistake. Again [redacted] please take the time to ensure your statements are correct before preparing a response in the future to a customer of whom The Bradford Exchange claims to value.....
Final Business Response /* (4000, 9, 2014/05/08) */
May 8, 2014
[redacted]
[redacted]
We are in receipt of your e-mail, dated May 1, 2014, regarding [redacted] rebuttal comments.
I am [redacted] supervisor, [redacted], and wish to assure you and [redacted] that the information contained in her response was correct based on the information he provided. In addition, [redacted] is also correct that our state-of-the-art security system works in identifying bank mergers, but only when we are provided with up to date information by the banking industry. We have been advised by our check printer that they have yet to be officially notified with the information on the merger.
Since [redacted] contacted our Customer Service representative on April 29, 2014, and informed us of the correct banking information, we were able to notify our check printer and provide them with the "new" bank information. The check printer has updated their state-of-the-art equipment, and [redacted] check order has already been re-printed.
Unfortunately, there was a slight delay in re-printing [redacted]s' check order while verifying the merger, and his order did not ship as quickly as we thought it would. Rest assured his order was shipped on Tuesday, May 6, 2014, and is scheduled for delivery by UPS on Friday, May 9th.
We wish to apologize for any misunderstanding and/or miscommunication that occurred regarding this matter, and trust that this resolves the issue for [redacted] and alleviates any reservations he may have had. If [redacted] has any further concerns or questions regarding this matter he should contact me directly at the number below.
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 Supervisor
[redacted]
December 27, 2016
11pt;">
Ms. [redacted]
Customer Relations Advocate
Revdex.com
330 N. Wabash Avenue, Suite 2006
Chicago, IL 60611
RE: [redacted] ...⇄
[redacted] Avenue ...⇄
Rosedale, MD. [redacted]
Case # [redacted]
Account # [redacted]
Dear Ms. [redacted]:
We are in receipt of your notification, dated December 28, 2016, regarding Ms. [redacted]’s complaint.
Our records show we received an order for the “Noble Guardian” stein on December 12, 2016 while the item was covered by our Christmas Guarantee. We are sorry that we disappointed Ms. [redacted], but unforeseen circumstances caused an issue in shipping.
I see the label for Ms. [redacted]’s order was created on December 13, 2016 and was ready for pickup by our carrier, but there was a delay. We currently do not know what caused the delay, however, we assure you we are currently investigating the cause of this issue. When using this trac[redacted] number [redacted] on www.[redacted].com/us you can see her order is on its way and will be delivered on January 4, 2016.
We realize this is after the promised date and apologize for not being able to fulfill our guarantee. We have compensated Ms. [redacted] and she will receive the compensation back on her card in the next 3-5 business days (excluding holidays).
If Ms. [redacted] has any other questions, she can contact us directly; 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
January 11, 2017
11pt;">
Ms. [redacted]
Customer Relations Advocate
Revdex.com
330 N. Wabash Avenue, Suite 2006
Chicago, IL 60611
RE: [redacted] P. [redacted] ...⇄
[redacted] ...⇄ /> [redacted]
Case # [redacted]
Account # [redacted]
Dear Ms. [redacted]:
We are in receipt of your notification, dated January 10, 2017, regarding Ms. [redacted] complaint.
We are sorry for the confusion with Ms. [redacted] order. The advertisement in question does state that this is a collection and that each piece is shipped and charged separately in a subscription that can be canceled at any time.
We do understand Ms. [redacted] situation and would like to help. We are unable to accept all of the figurines for refunds as our warranty only extends 365 days, however, she is welcome to return and figurines purchased in 2016 for a full refund. The returnable figurines in this collection include:
Item number
Title
Price
09-[redacted]-008
Forever Close
$42.28
09-[redacted]-009
My Focus on Purr-fection
$42.28
09-[redacted]-010
Cats Make Every Moment
$42.28
09-[redacted]-011
Life’s Purfect Accents
$42.28
09-[redacted]-012
Cats Keep My Life Full
$42.28
09-[redacted]-013
A Purr-fect Retreat
Shipped but not Paid, No refund due
When reviewing the account, I see the subscription has been canceled as of January 09, 2017 so Ms. [redacted] will no longer receive shipments for this collection. She is also welcome to return any shipments mentioned above for a full refund. The agent they spoke with on January 9, 2017 has already advised them of our return policy and ordered return labels for each of the fore-mentioned items. The labels will arrive in the next 7-10 business days. We would also like to note there are five other items that were ordered from June to December we have not received payments for. The agent has ordered pre-paid postage labels for these items as well.
If Ms. [redacted] has any other questions, she can contact us directly; 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
October 28, 2015
[redacted]
[redacted]
Direct Retail Services
Revdex.com
330 N. Wabash Avenue, Suite 2006
Chicago, IL 60611
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]...
[redacted]
[redacted]
We are in receipt of your e-mail, dated October 27, 2015, regarding [redacted] complaint.
Our records indicate we received the four boxes of returned "Morning Serenade" checks for a refund on August 21, 2015. However, because there was a past due balance on the account, part of the refund was applied to pay off this debt.
Our records show that on August 13, 2012 "St. Louis Cardinals" checks and labels were shipped to the client. The total cost of the labels were $11.98 and $28.23 for the checks. The cost of the labels was paid in full, however, a payment of $23.75 was made for the checks, leaving a balance of $4.48. After several attempts to collect this debt, the account was turned over to collections on December 17, 2012. After [redacted] contacted us, a credit of $2.64 was applied to the account, leaving a past due balance of $1.84.
When [redacted] mailed in her order for the four boxes of "Morning Serenade" checks, she filled out an order card (copy provided by [redacted] in her original complaint) with the price totaling $28.17. In the top right of the order card it clearly states that the prices on the order card are a limited-time offer for new customers. Since [redacted] had ordered checks from us previously in 2012, she is no longer a new customer so the total for the order came to $68.45. We received her payment of $28.17 and she was invoiced $40.28 for the remaining balance.
After [redacted] returned the "Morning Serenade" checks, the balance of $40.28 was liquidated. Therefore, upon receipt of the returned "Morning Serenade" checks, $1.84 of the $28.23 refund was applied to the previous balance due for the "St. Louis Cardinals" checks. The remaining $26.33 was refunded to [redacted] on our refund check [redacted] dated August 27, 2015.
In the interest of keeping good client relations, we have issued a new refund check [redacted] containing the $28.23 and a supervisor has approved additional compensation in the amount of $26.27 totaling a $54.50 refund.
Since [redacted] returned her checks and is receiving her full payment of $28.23 plus additional compensation, we consider this matter closed. Thank you for bringing this to our attention. Please do not hesitate to contact us if we can be of further assistance.
Sincerely,
[redacted]
Client Services
My fiancé had ordered a personalized my joy bracelet from them and they said our order was on it's way that was on the 11th and I went to check on the delivery to make sure it would be here before Christmas like it said it would be and they had cancelled the order on the 17th without even notifying us or checking with us. I have called 3 times each time on hold for over 20 minutes and on the 3rd time I finally got ahold of someone and when I asked what had happened they said it had been cancelled because his card didn't match his address but this is untrue and when I asked if we could get it fixed he kept saying that was with the credit department. When I asked for their number or to transfer me over to them he refused. I work as an online sales associate and this is by far the worst experience I have had ordering anything online!
My boyfriend ordered me the I love you stackable rings. We used the wrong address by mistake and the item had gotten returned. (After dealing with the post office for two weeks frustrated) I called Bradford and explained what had happened and they immediately put in for a replacement. Bummed I wasn't getting it for Christmas, I received it the next day because they overnight it for me. They were very helpful and made sure I got my gift on time.
February 12, 2016 Ms. Esther [redacted] Assistant Manager
10pt;">Direct Retail Services Revdex.com 330 N. Wabash Ave., Suite 2006 Chicago, IL 60611 RE: Ms. Selima [redacted] PO BOX 330094 Brooklyn, NY 11233-0094 Case # 11131856 Account # 607806137 Dear Ms. [redacted]: We are in receipt of your e-mail, dated February 11, 2016 regarding Ms. [redacted]’s complaint. Our records show Ms. [redacted] sent us her reservation for the “Disney Holiday Celebration Express Train Collection.” We received his reservation on August 17, 2015 and according to the offer he responded to we sent her a pre-ship invoice for the first issue in the collection. The initial amount due for the first issue was $29.99. On 10/15/2015 we received the payment and shipped the “Mickey Mouse Locomotive” on 10/16/2015. On December 17, 2015 we received the final payment of $59.99 for the first issue. Since the first piece was paid off, we sent the second issue in her collection, “Holiday Celebration.” In addition, we’ve mailed invoices for $89.98 which is due for the second issue. As of today, we have not received payment for this piece. On 2/5/2016 we sent a letter to Ms. [redacted] explaining how our Train Collections work. The process is explicit on our website, catalog, and reservation cards. Each issue is $89.98. If Ms. [redacted] misunderstood this process and does not wish to continue with her collection, we can send her return labels for the first two pieces so that she can return them for a full refund. She can also stop the collection now and keep the two pieces so long as the second item is paid off. We are happy to help Ms. [redacted] whichever path she chooses. 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, Kelsey [redacted] Client Services 886-285-1736
...
December 8, 2016 Ms. [redacted] ...⇄ Assistant Manager Direct Retail Services Revdex.com 330 North Wabash Avenue, Suite 2006 Chicago, IL 60611 RE: Ms. [redacted] Caroline St. [redacted], WI [redacted] Case # [redacted] Account # [redacted] Dear Ms. [redacted]: We are in receipt of your letter, dated December 7, 2016 regarding Ms. [redacted]’s complaint. We are deeply sorry for Ms. [redacted]’s disappointment and frustration with our company. We have balanced Ms. [redacted]’s account so that she will receive a refund check of $59.94. If Ms. [redacted] needs anything else, we encourage her to contact us personally at the number below. Thank you for bringing this matter to our attention. Sincerely, [redacted] Client Services 877-[redacted]