E Merchant has a process for cancelling accounts, and if the steps that the member states were completed and there is an oversight on our end, we will be glad to rectify the matter as quickly as possiblePlease accept our sincere apologies while we try to investigateOur escalations manager will be contacting Mrs BishopShe may also contact F [redacted] at ###-###-#### Monday - Friday from 6:30AM to 2:30PM Pacific Standard Time
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10698669, and find that this resolution is satisfactory to me Regards, [redacted] G [redacted]
Complaint: I am rejecting this response because: I have spoken with the Escalations Manager by phone after they posted their resaponseI am forwarding e-mails to them regarding my cancellation of the emerchant websiteNo solution has been offered as of yet Regards, M [redacted]
Complaint: I am rejecting this response because:Told that everything would be cancelled and owe nothing, and now it is being sent to collections totaling $End the business infoNo fees owed, cancel service, and wipe the contact information from system.Regards, K [redacted]
Complaint: I am rejecting this response because: I have stated numerous times about the issues with my websiteAnd about the issues with my hold time involving themI have stated as well that the reason why I did not seem mad about the calls is because I was trying too keep myself professional Regards, [redacted] T [redacted]
We have reviewed MrH***s complaint and see that he emailed (responded) to auto generated emails regarding past due amounts owed as well as sent his request in writingWe unfortunately were not able to reach MrH*** to verbally verify his request. Voicemail's were left requesting
for him to contact Tech support to complete this processEven though MrH*** didn’t speak with a cancellations rep we will take this complaint as his request to cancel and have removed him from owing anything further We wish Mr, H*** the best in his business endeavors
**-As stated by the Business. The Customer’s response is different than his original complaint, which was that he was charged times for his website purchaseDue to this, we will readdress his claim that eMerchantClub charged him three times for his website The Customer’s originally purchased his website on 3/12/12, which was an eMerchantBerryValue vwebsite, and we’ve attached the receipt he received upon purchaseShortly after receiving his eMerchantBerryValue vwebsite, he decided to upgrade the features and the size of his website to a BerryValue Plus websiteWe’ve also attached the receipt for that upgrade, which was purchased on 4/20/These two charges, the original website purchase and the upgrade, were agreed to by the Customer’s via a standard verification that was recorded and approved by our quality teamWe show no other charges to the Customer for any websites or upgradesIf The Customer believes there was a third charge to his account for a website purchase, we ask that he contact our technical support team and fax in bank documentation so we can be review the claim As far as waiting on hold, as stated in our last reply, the longest wait time for the day The Customer called was just over six minutes, which is well below standards for technical support in our industryWe also offer an automatic callback service that allows members to enter their phone number into the system, which holds their place in line and initiates a call-back when the next representative is availableThis prevents members from having to sit on hold for any longer than they deem necessary The Customer claims he had numerous issues with his websiteUpon reviewing all our documentation, it shows that the Customer’s preferred method of contact with our technical support team was via ChatLooking over these records and the content of each chat session (which we will be happy to provide if necessary) shows that each session was focused on the Customer’s website education, where he was trying to make a change or update to his website and was doing it incorrectlyThis type of contact is not uncommon for customers and is why our tech support is available for assistanceIn each situation, the Customer was directed how to make each change correctly with step-by-step instructionsEach chat was abruptly ended by the Customer after directions were given to him In summary, we believe that The Customer’s claim he was charged three times for a website is not trueIf he can provide a bank or credit card statement proving that three charges were made in error, not including his website and upgrade purchase which he agreed to in the receipts we have attached, we will gladly do our best to reconcile the issue
I am sorry to hear that D*** *** *** was dissatisfied with his purchase that was made three years ago, but it is difficult to understand how this complaint is being lodged now. MrT*** became a member of eMerchantClub in March of and cancelled his website in April His
reason for cancellation was that he could not afford the standard $monthly hosting fee, which is the same fee that he has paid monthly for the entire three years he owned his websiteHis claim of being charged ‘three times’ for a website is provably false; he originally purchased one of eMerchantClub’s smaller online web stores in March and immediately upgraded to a larger ‘Value Plus’ store the following month (April 2012). MrT***’s Value Plus website is completely customizable, and he has the ability to change widgets, backgrounds, colors or layouts at any time to make his website look exactly the way he wants it to lookReviewing our detailed documentation, MrT*** contacted our Tech Support team many times over the three years he was a business owner with us to receive help and feedbackBased on these chat records and phone calls, MrT*** seemed extremely happy with this website throughout his membership. The first notice we received of his dissatisfaction with his online business was when he cancelled his membership and website in April At that time, we offered an option that allows him to keep his domain name but requires a small domain name transfer fee, which covers the fee our business pays to transfer a domain off of our serversMrT*** declined this offer. As for his claim that he was on hold for hours attempting to contact us, we have reviewed our records for the day he last called into our businessHe called on 4/6/(not 6/15/as he stated) and our longest wait time for the entire day was minutes and secondsWe also know that during his call with us, the call was dropped at 9:54am PST but we immediately called him back to resume contactMrT*** did not answer at that time and we left him a message to call us back at his earliest convenience to complete his requestMrT*** returned our call that day at 5:pm PST and completed contact.We are sorry to lose MrT*** as a member, however there was no indication during his three-year membership that he experienced any issues with his website that would warrant a refund
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10698669, and find that this resolution is satisfactory to me.
Regards,
[redacted] G[redacted]
Please accept our sincere apologies while we investigate this matter further. In the meantime, however we canceled Ms Pollocks membership per her request. Ms Pollock can contact our companies Escalation Manager F[redacted] at [redacted] while the complaint is being reviewed.
Complaint: 10615461
I am rejecting this response because: I have spoken with the Escalations Manager by phone after they posted their resaponse. I am forwarding e-mails to them regarding my cancellation of the emerchant website. No solution has been offered as of yet.
Regards,
M[redacted]
Complaint: 10671407
I am rejecting this response because: I have stated numerous times about the issues with my website. And about the issues with my hold time involving them. I have stated as well that the reason why I did not seem mad about the calls is because I was trying too keep myself professional.
Regards,
[redacted] T[redacted]
We have received Ms E[redacted] complaint and do look forward to rectifying this issue. We tried contacting her to go over the details; however was only able to leave a message. Ms E[redacted] may contact the escalations manager Fairelynn Villa for assistance at ### ### ####. Monday - Friday from...
7:00am to 4:00pm PST. It would also be helpful if Ms E[redacted] has any proof of canceling and or confirmation.
We regret that Mr. G[redacted] experienced issues while attempting to contact our Technical Support team. Each year on June 30th our standard Software Update is applied to all of our members’ accounts, which results in an overwhelming amount of phone calls to our Technical Support team in the...
following days, which fell on July 1 through 3 of this year. Since Mr. G[redacted] called on July 2, he experienced that massive call que and disruption in our otherwise quick response to members.As a courtesy, we will refund Mr. G[redacted] the $29.95 hosting fee his account was charged for the month of July, since we believe he acted in good faith to cancel his website in the appropriate manner. We regret the delay, and wish Mr. G[redacted] the best in his future endeavors.
Complaint: 11454521
I am rejecting this response because:Told that everything would be cancelled and owe nothing, and now it is being sent to collections totaling $228.95. End the business info. No fees owed, cancel service, and wipe the contact information from system.Regards,
K[redacted]
E Merchant has a process for cancelling accounts, and if the steps that the member states were completed and there is an oversight on our end, we will be glad to rectify the matter as quickly as possible. Please accept our sincere apologies while we try to investigate. Our escalations manager...
will be contacting Mrs Bishop. She may also contact F[redacted] at ###-###-#### Monday - Friday from 6:30AM to 2:30PM Pacific Standard Time.
E Merchant has a process for cancelling accounts, and if the steps that the member states were completed and there is an oversight on our end, we will be glad to rectify the matter as quickly as possiblePlease accept our sincere apologies while we try to investigateOur escalations manager will be contacting Mrs BishopShe may also contact F [redacted] at ###-###-#### Monday - Friday from 6:30AM to 2:30PM Pacific Standard Time
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10698669, and find that this resolution is satisfactory to me Regards, [redacted] G [redacted]
Complaint: I am rejecting this response because: I have spoken with the Escalations Manager by phone after they posted their resaponseI am forwarding e-mails to them regarding my cancellation of the emerchant websiteNo solution has been offered as of yet Regards, M [redacted]
Complaint: I am rejecting this response because:Told that everything would be cancelled and owe nothing, and now it is being sent to collections totaling $End the business infoNo fees owed, cancel service, and wipe the contact information from system.Regards, K [redacted]
Complaint: I am rejecting this response because: I have stated numerous times about the issues with my websiteAnd about the issues with my hold time involving themI have stated as well that the reason why I did not seem mad about the calls is because I was trying too keep myself professional Regards, [redacted] T [redacted]
We have reviewed MrH***s complaint and see that he emailed (responded) to auto generated emails regarding past due amounts owed as well as sent his request in writingWe unfortunately were not able to reach MrH*** to verbally verify his request. Voicemail's were left requesting
for him to contact Tech support to complete this processEven though MrH*** didn’t speak with a cancellations rep we will take this complaint as his request to cancel and have removed him from owing anything further We wish Mr, H*** the best in his business endeavors
**-As stated by the Business. The Customer’s response is different than his original complaint, which was that he was charged times for his website purchaseDue to this, we will readdress his claim that eMerchantClub charged him three times for his website The Customer’s originally purchased his website on 3/12/12, which was an eMerchantBerryValue vwebsite, and we’ve attached the receipt he received upon purchaseShortly after receiving his eMerchantBerryValue vwebsite, he decided to upgrade the features and the size of his website to a BerryValue Plus websiteWe’ve also attached the receipt for that upgrade, which was purchased on 4/20/These two charges, the original website purchase and the upgrade, were agreed to by the Customer’s via a standard verification that was recorded and approved by our quality teamWe show no other charges to the Customer for any websites or upgradesIf The Customer believes there was a third charge to his account for a website purchase, we ask that he contact our technical support team and fax in bank documentation so we can be review the claim As far as waiting on hold, as stated in our last reply, the longest wait time for the day The Customer called was just over six minutes, which is well below standards for technical support in our industryWe also offer an automatic callback service that allows members to enter their phone number into the system, which holds their place in line and initiates a call-back when the next representative is availableThis prevents members from having to sit on hold for any longer than they deem necessary The Customer claims he had numerous issues with his websiteUpon reviewing all our documentation, it shows that the Customer’s preferred method of contact with our technical support team was via ChatLooking over these records and the content of each chat session (which we will be happy to provide if necessary) shows that each session was focused on the Customer’s website education, where he was trying to make a change or update to his website and was doing it incorrectlyThis type of contact is not uncommon for customers and is why our tech support is available for assistanceIn each situation, the Customer was directed how to make each change correctly with step-by-step instructionsEach chat was abruptly ended by the Customer after directions were given to him In summary, we believe that The Customer’s claim he was charged three times for a website is not trueIf he can provide a bank or credit card statement proving that three charges were made in error, not including his website and upgrade purchase which he agreed to in the receipts we have attached, we will gladly do our best to reconcile the issue
I am sorry to hear that D*** *** *** was dissatisfied with his purchase that was made three years ago, but it is difficult to understand how this complaint is being lodged now. MrT*** became a member of eMerchantClub in March of and cancelled his website in April His
reason for cancellation was that he could not afford the standard $monthly hosting fee, which is the same fee that he has paid monthly for the entire three years he owned his websiteHis claim of being charged ‘three times’ for a website is provably false; he originally purchased one of eMerchantClub’s smaller online web stores in March and immediately upgraded to a larger ‘Value Plus’ store the following month (April 2012). MrT***’s Value Plus website is completely customizable, and he has the ability to change widgets, backgrounds, colors or layouts at any time to make his website look exactly the way he wants it to lookReviewing our detailed documentation, MrT*** contacted our Tech Support team many times over the three years he was a business owner with us to receive help and feedbackBased on these chat records and phone calls, MrT*** seemed extremely happy with this website throughout his membership. The first notice we received of his dissatisfaction with his online business was when he cancelled his membership and website in April At that time, we offered an option that allows him to keep his domain name but requires a small domain name transfer fee, which covers the fee our business pays to transfer a domain off of our serversMrT*** declined this offer. As for his claim that he was on hold for hours attempting to contact us, we have reviewed our records for the day he last called into our businessHe called on 4/6/(not 6/15/as he stated) and our longest wait time for the entire day was minutes and secondsWe also know that during his call with us, the call was dropped at 9:54am PST but we immediately called him back to resume contactMrT*** did not answer at that time and we left him a message to call us back at his earliest convenience to complete his requestMrT*** returned our call that day at 5:pm PST and completed contact.We are sorry to lose MrT*** as a member, however there was no indication during his three-year membership that he experienced any issues with his website that would warrant a refund
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10698669, and find that this resolution is satisfactory to me.
Regards,
[redacted] G[redacted]
Please accept our sincere apologies while we investigate this matter further. In the meantime, however we canceled Ms Pollocks membership per her request. Ms Pollock can contact our companies Escalation Manager F[redacted] at [redacted] while the complaint is being reviewed.
Complaint: 10615461
I am rejecting this response because: I have spoken with the Escalations Manager by phone after they posted their resaponse. I am forwarding e-mails to them regarding my cancellation of the emerchant website. No solution has been offered as of yet.
Regards,
M[redacted]
Complaint: 10671407
I am rejecting this response because: I have stated numerous times about the issues with my website. And about the issues with my hold time involving them. I have stated as well that the reason why I did not seem mad about the calls is because I was trying too keep myself professional.
Regards,
[redacted] T[redacted]
We have received Ms E[redacted] complaint and do look forward to rectifying this issue. We tried contacting her to go over the details; however was only able to leave a message. Ms E[redacted] may contact the escalations manager Fairelynn Villa for assistance at ### ### ####. Monday - Friday from...
7:00am to 4:00pm PST. It would also be helpful if Ms E[redacted] has any proof of canceling and or confirmation.
We regret that Mr. G[redacted] experienced issues while attempting to contact our Technical Support team. Each year on June 30th our standard Software Update is applied to all of our members’ accounts, which results in an overwhelming amount of phone calls to our Technical Support team in the...
following days, which fell on July 1 through 3 of this year. Since Mr. G[redacted] called on July 2, he experienced that massive call que and disruption in our otherwise quick response to members.As a courtesy, we will refund Mr. G[redacted] the $29.95 hosting fee his account was charged for the month of July, since we believe he acted in good faith to cancel his website in the appropriate manner. We regret the delay, and wish Mr. G[redacted] the best in his future endeavors.
Complaint: 11454521
I am rejecting this response because:Told that everything would be cancelled and owe nothing, and now it is being sent to collections totaling $228.95. End the business info. No fees owed, cancel service, and wipe the contact information from system.Regards,
K[redacted]
E Merchant has a process for cancelling accounts, and if the steps that the member states were completed and there is an oversight on our end, we will be glad to rectify the matter as quickly as possible. Please accept our sincere apologies while we try to investigate. Our escalations manager...
will be contacting Mrs Bishop. She may also contact F[redacted] at ###-###-#### Monday - Friday from 6:30AM to 2:30PM Pacific Standard Time.