Deal To Win, Inc.

Review: I placed an order for personalized pillow covers AND pillows. The pillow covers came, but the pillows did not. I spent two sessions of 45 minutes on the phone waiting to talk to customer service on 12/**/15. They message kept saying that everyone was busy helping other customers and my call would be taken in the order received. What I believe is that they didn't have anyone there and forgot to change their recording. I called at least 5 times that day, using different menu options to try and get a customer service representative. After that I used their site to contact them. Someone named Frank responded to my emails, however it was as if he didn't even read what my concerns were. At no point did he tell me that pillows were on they way. All he said is that they re-submitted my order. This isn't what I asked for. I just wanted the pillows that were supposed to come with the covers. You cannot get a straight answer from these people and God help you if you try to contact them over the phone. I called again on 1/*/15, three times, and again did not reach a human being. In addition to this, I have tried to reach out to them on [redacted]. Again, no response.Desired Settlement: I want my pillows that I ordered in the middle of November. I want someone to contact me and apologize for this horrendous customer service.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.However, I am still not pleased with the process and time frame of this resolution.

Sincerely,

Review: I ordered 2 personalized necklaces through LivingSocial.com. The date was Dec [redacted] and was ordered for 2 Christmas presents. In the fine print it reads 2-3 weeks order will be shipped. It is now 1/**/15, a month later and I still have no resolution to where my orders are? I did contact customer service and they "claimed" they were backed up on orders. I then proceeded to write another email asking where my necklaces were and no response. I am very unhappy-as these were presents and I still have no resolution on where my products are.Desired Settlement: I would like to get my necklaces and my money back. I not do business with them again.

Business

Response:

We have called and left a message with the customer as well as sent an email stating that their orders will be shipped out this upcoming Monday and we would like to offer anadditional necklace with the personalization of her choice as a thank you for their patience and any inconvenience we may have caused with the delay.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I placed an order with Monogramonline on Dec. *. I called twice over the next two weeks to check on the shipping status. Each time, I was told the item would be shipped by the end of that week, and was told it would definitely be received before the holiday. I have not received the item. I emailed Monogramonline several times since Christmas and requested a refund. There has been no resolution. After several emails, I was told they don't give refunds and the case would be closed. I am requesting a refund, as I still have not received the item.Desired Settlement: Refund

Business

Response:

Hello, This order was placed on 12/**/15 - we typically request 2 weeks standard production time for personalized items to be completed. The order shipped on 12/**/15 within our 2 week timeline - (please copy paste link to a URL or click link if displaying as a hyperlink): [redacted] Although our shipper ensured delivery by 12/**/15 if the item shipped by 12/**/15; this order has been delayed due to both the holiday rush and inclement weather. This item is out for delivery today as per the tracking information above. As a courtesy the shipping fees have been refunded.

Review: I placed my order for my nieces Christmas present on 11/**, I started contacting the company 12/* asking about status of my order as it was showing in production, when my order would ship and what I need to do to expedite my shipping to insure I had my necklace by christmas. I was told order would ship in a few days, I the emailed them on 12/** asking about my order again as it was still showing in production, and what I could to do get my order sent by Christmas. I was told my order would ship this week. Well it's Friday and my order hasnt shipped. Its been over 3 weeks since I still don't have not received any response as what I can do to get my necklace. This her Christmas present and Id like for her to open something from me. I'd pay for the shipping but they refuse to provide any information other than false information.

##- Please type your reply above this line -##

Your request (#[redacted]) has been Closed. To reopen this request, reply to this email or click the link below: [redacted] (Monogram Online)

Dec ** 07:48 PM

Hello,

Thank you for contacting the Monogram Online help center.

your order is currently in the production stage in our factory and is expected to ship out in the next few days.

Thank you for shopping with MonogramOnline,

See you again soon! [redacted],

MonogramOnline Customer Care

[redacted]

Dec ** 08:37 AM

Good morning,

I see my order is still in production, will I be receiving my order by xmas, as this is a gift for my niece with the shipping that was provided? If not can you please assist on what I need to do to have my order before Xmas?? Thank you for your time in helping me! Greatly appreciated

This email is a service from Monogram Online. Delivered by [redacted].

Message-Id[redacted] ##- Please type your reply above this line -##

Your request (#[redacted]) has been Closed. To reopen this request, reply to this email or click the link below: [redacted] (Monogram Online)

Dec ** 05:19 PM

Hello,

Thank you for contacting the Monogram Online help center.

Your order is currently in production and is expected to ship this week.

First class Mail - 1-5 days delivery from the ship date.

Priority Mail - 2-3 days delivery from the ship date.

Express Mail - 1 day delivery from the ship date.

Thank you for shopping with MonogramOnline,

See you again soon!

Ryan,

MonogramOnline Customer Care

[redacted]

Dec ** 09:28 AM

I sent an email and received a response 12/*, regarding if I would receive my order by christmas, my order was placed 11/** and it's still showing in production. I requested information what I needed to do to have my order by xmas as this is a christmas gift. And [redacted] stated ordered would be shipped within a few days. please assist me and providing more information I really need my order before Christmas what do I need to do. It's been 3 weeks now my order has been in production

This email is a service from Monogram Online. Delivered by [redacted].

Message-Id:[redacted]Desired Settlement: I want my order delivered before Christmas.. I would love for someone to call me,

Business

Response:

Spoke with customer over the telephone and resolved all issues. The duplicate order she accidentally placed for a watch case is being sent back to us, upon its arrival a refund will be issued. Applied coupon voucher to necklace order.

Review: Under the name Living Social in Austin, I was offered a monogram necklace for $39. As I entered my information I was prompted they entered my promo code automatically. When I gave them my credit card information they said their cost was $99. Thinking they would honor their advertised price I continued the order. Then I received the statement that my promo code was no longer valid. Not until I completed the page and completed my order did my "new promo code" pop up but there was no way I could find to use this code.

I believe they are using false advertising to draw us in and not honoring their advertised price.Desired Settlement: I want to cancel my order because I do not trust this company.

Business

Response:

Contacted customer, very nice lady. Wasn't able to locate any order for the customer, apparently she did not place an order, so therefore she was not billed any money from Deal To Win. I explained to her that she needed to contact the voucher company and informed them of the charges because she was only suppose to be charge $39.99 for the voucher.

The conversation went well, she was given my contact number to notify me of the outcome.

Thanks

Review: I purchased a [redacted] for a Monogram Chain. I went to the vendors website and placed my order. Less than 24 hrs later I realized I ordered the silver instead of the gold chain. I went to their website [redacted] to find a customer service phone number and there was none. They only had a "contact us" form which I tried several times to submit but received a "404" error code each and every time. I then reached out to [redacted] to help resolve the issue and [redacted] gave me a telephone number for the business which I also called several times and left a message but always but got an unusual recording that was not indicative of a place of business.

Within the next few days The "contact us" form finally went through. A rep named [redacted] contacted me via email but was not very helpful. I even went as far as emailing them a screenshot of the error I kept receiving on their website when I tried to submit the "contact us" form. I explained I wanted to update my order but she basically advised me that the order was already in production so they have to charge me $20 to cancel my order as per their refund policy once an order is in production.

This seems like some sort of scam because they make it difficult to contact them directly, meanwhile the order "goes into production" while you have to figure out a way of contacting this company and they charge customer this fictitious $20 cancel fee.Desired Settlement: All I am requesting is a FULL refund once I return their product with [redacted] taking responsibility for making it so difficult to contact them and update an order in a timely manner before customers are charged cancel fees.

Business

Response:

Please Know that we emailed our customer on March [redacted] offering a refund after receiving her order back. We have checked to verify if she already has sent it but we have not received the order or any answer back.

As soon as we receive it we will process her refund as she requested.

We apologized to our Customer for this inconvenience.

Sincerely Yours,

Review: Ordered a necklace from this company on 12/*/13. Was guaranteed it will be shipped out for Christmas delivery prior to or no 12/**/13. On 12/**/13 at 10:00pm received an email from the company saying it won't be shipped out for Christmas delivery. As of today 1/6/14 still have not received the necklace. I have tried contacting the company since 12/**/13 more than a dozen times after being on hold for 10 minutes, I get hung up on. I have never successfully spoken to anyone on the phone.Desired Settlement: The company offered a $50 voucher for the problem, however I don't want a voucher this company it's so unreliable. I want $100 in a refund.

Business

Response:

We spoke to our customer on December [redacted] and explained what happened with her order, we also give her a partial refund in order to make up our production delay.

Review: Buyers remorse is what [redacted] sells best. I failed to read the disclaimer stating if I didnt order by the 04/** I wouldnt receive the pendant in time for mothers day. Strike one against a company that advertises and targets consumers looking to buy "The perfect mothers day gift" "No problem" I thought. So I paid the extra 29.99 for expedited shipping. Another mistake on my behalf. The estimated shipping date was between 05/**/2**4 To 05/**/2**4. So I wrote to [redacted] May ** 10:58 AM

I paid an exorbitant amount to have this rushed. But the web site states I wont be receiving my order until the [redacted]. Please tell me this is a system oversight.

[redacted]'s response:

[redacted] (Monogram Online)

May ** 12:00 PM

Hello,

I apologize for any inconvenience that this may have caused you but our website states: Order by 4/** for Mother's Day delivery.

Any order placed after that cannot be guaranteed for Mother's Day delivery.

Thank you for shopping with MonogramOnline,

See you again soon!

[redacted],

MonogramOnline Customer Care.

I asked for the expedited shipping fee to be refunded. [redacted] begrudgingly refunded the shipping fee. It is now May [redacted] I still haven't received my effin order!

Latest Status: Your order is being processed with slight delay. Please be patient and your order will ship shortly, at which time you will receive an email containing tracking information. I have not received a single email from this company.Desired Settlement: A partial refund is not an unreasonable request.

Business

Response:

Spoke to [redacted], he addressed he's concern that the order has taken to long after he placed it, but when the piece was received he loved it. [redacted] was refunded his shipping fee of $29.00 previously. He wanted to be compensated, so he was credited $39.00 for the upgrade monogram and also given a gift card for $50.00.

Review: I purchased two [redacted] vouchers for products from Monogram Online. When I ordered the first item, the company charged me full price for the item rather than applying the voucher I had purchased. They refunded me the difference. When I tried to use the second voucher, the company told me it was an invalid code. I am still in communications with [redacted] but believe that Monogram should honor the [redacted] voucher that I purchased.Desired Settlement: I would like for the them to send me the product that I ordered personalized with MALAK with the [redacted] code [redacted] for which I already paid.

Business

Response:

Please accept our apology for the inconvenience.An order was place on the customer behave order # [redacted] with the ( [redacted] ).Please let us know if the is anything else we can do this customer.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I appreciate the response; although, I am not sure what it means. Are they trying to say that I placed an order or that they placed they order? If so, when was it placed? Should I be expecting the product?

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Good Morning , The item was ship on 2/**/16 and is estimated to be deliver on 2/**/16.An email with the tracking # was send to [redacted] for order #[redacted]

Review: I placed an order in November. It came to me wrong and I sent it back. they have had it since Dec [redacted] and have not contacted me in any way shape or form regarding the return. I have emailed 5+ times, have tried to call but their number doesnt take calls. I have reached out on [redacted] and nothing!

It seems like they took my money and "Ran"Desired Settlement: For me to receive a call and or at least my product I spent money on.

Business

Response:

We have contacted the customer and created a replacement order for his lost item. He should have or will receive a confirmationof his replacement order today.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

The shipping info as provided in the description of the item on the website states engraving usually takes between 5-7 business days of production and quality control. The confirmation email I received says it takes 2-3 weeks. I replied to the confirmation email regarding this discrepancy. The email I got back in response said their support staff was reviewing my request and provided a Request # with a link to access it. When I clicked on the link, I get the following message: "You do not have access to request #xxxxx. It may have been solved or deleted."
I wrote another Request, explaining my frustration: "When I ordered the item, BASED ON YOUR OWN ITEM DESCRIPTION, I anticipated it would be processed and shipped within 5-7 business days. I ordered it on 12/*, so it should be processed by 12/**. As this is a Christmas gift, I would not have ordered it had I known it actually takes 2-3 weeks to process. THIS IS MATERIAL MISINFORMATION. If you cannot ship my item within the 5-7 business days as your item description provides, then I want to cancel my order and be refunded."
The response email: "Thank you for contacting the Monogram Online help center.While it is possible that you will receive your order in time for the holiday, we cannot guarantee it at this point."
So completely unresponsive to my Request, it's insulting. I'm actually offended by how poor the customer service is.

Review: I bough a Groupon for two pillowcases from monogramonline. I purchased them on August **, 2015. I confirmed my correct billing & shipping address- they are the same. After checking the tracking, I learned they were shipped to the wrong zipcode. I called the company. The customer service rep confirmed my correct address & advised me to wait to see if they got returned. They did not. They were reordered on September **, 2015. After weeks of waiting I called to see where my order was. I got a very rude rep who told me they were on backorder. I asked to speak to a supervisor. I was told they have to put in a request & it would take 24 hours. I later got a call from a rep who said they were being shipped the next day expedited shipping. She knew nothing about the previous rep's claim they they were on backorder. I confirmed my address again. After days of waiting and checking the tracking, I saw that they were out for delivery in the wrong zip code again. I had to call the different post offices and track down my package. I called the company to complain again and requested to speak with a supervisor again. My package was forwarded to my post office on October **, 2015 with $6.14 postage due. I emailed monogramonline and still, to this day, have never received a return call from a supervisor or a return email.Desired Settlement: I would like a full refund

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I placed my order on 12/**/14 for a personalized watch case. The order status email stated that delivery would take place within 2-3 weeks. It's now week 4 and I have sent numerous inquiries regarding my order status with no firm response as to when I will received order # [redacted].Desired Settlement: Delivery of item and compensation for having to wait OVER 4 weeks for an item that was suppose to be delivered 2 weeks ago!

Business

Response:

Dear Revdex.com,The customers issue has come to a resolution. The item has been shipped out and on its route. The client has received an update via email, and telephone.Thank you,Monogramonline

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted] and have determined that my complaint has NOT been resolved because:Yes, I was informed that the order shipped - almost 5 weeks AFTER placing my order. Unacceptable!

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear Revdex.com,All of the items placed under the customers account has been shipped out. One out of the two orders placed had been undelivered due to the apt number, we have received the item back into our warehouse today, and we re-shipped the item within 0 day turn-around time.We called the customer and left a voice mail, as they were unavailable.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: We ordered a gift for our child, actually 2 for 2 daughters. One came in a timely manner and the other has not come, they continue to list it as shipping NLT 12/**/13 and we have been unable to contact them via their contact form online and don't list a telephone number.

We purchased the item via a groupon and they have gotten their money and we still don't have the necklace.Desired Settlement: We want the gift we paid for and have not received and we still don't have anyway to communicate with them or get information, we are very mad and upset. Monogram Online has been terrible. They have no way for me to contact them and they have not updated information on a product I have already paid for. CRIMINAL in every definition. Willful disregard for the basics of an online business, if they updated their main webpage saying something apologetic and giving more info-that would be something-but this is horrible!!!

Business

Response:

We are sincerely apologetic as

to the situation with [redacted]. His order was placed on December [redacted]

and it was shipped on January [redacted]. Our production time usually takes

between two to three weeks for orders to be produced, but due to the holidays

and the massive amounts of orders we've received, production times may be

increased by 1-2 weeks. We notified our customers as to impending delays of the

order.

On 11/*/14, I ordered a monogrammed watch box for my husband for Christmas. The website's guarantee is 2 to 3 weeks to receive a custom order. After 4 weeks of waiting, I still hadn't received my order. I contacted them through their online system. 3 days later, on 12/**, I received my order but still had no response from the company themselves. To this day, I still have not received a response to my complaint. This conduct is unprofessional.

Review: I purchased a necklace witha name engraved on it. I recieved it around 2/*/15, the engraving was very poor quality and the name was not legible. I contacted this company for the 1st time on 2/*/15 and attached a picture, it took them 6 days to respond to me to send picture, which I already had. Per they're request I shipped back the necklace on 2/**/15. I literally must have 15 emails to them because they keep closing the issue and keep telling me they're working on getting a replacement out. It's now 3/**/15 and I still don't have a replacement necklace . They also show to replacement order numbers on they're website for me, which it should be just one. This company doesn't display a phone number on website, so it's very frustrating going back and forth through email, especially when it takes them a good week to respond to my emails. I just want my necklace. They have my money and the orginal necklace that I shipped back, they have issued me a credit of $15 but that doesn't the $29 I paid through [redacted],

They have very poor customer service, I have never experience such level of incompetence.

The orginal order # was [redacted]

Order numbers they show for replacement are [redacted] & [redacted] - Im only owed 1 orderDesired Settlement: My neclace or money back.

Business

Response:

Dear Revdex.com,The issue was resolved. We called the customer for a follow up and shipped out her order on 03/**/2015 by [redacted]-First.Thank you,MonogramOnline Customer Care.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I spoke with a [redacted] on 3/** and she indicated package shipped on 3/** and emailed me tracking information (see attached).when you click on the link or go to [redacted] that tracking number is coming up as not found. I called [redacted] on 3/** and informed her about the tracking info not coming up on [redacted] and she's tells me that's just a reference number when it clearly says tracking, she also mentioned she call post office and they said it was delivered to me on 3/** which is not true, Im still to recieve this product. She informed me that she will ship out a new order on Friday 4/*. I will not close this issue with Revdex.com until product is in my hands.thank you

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear Revdex.com,[redacted] order has shipped out on 03/**/2015 by [redacted]-First. We received a voice mail from her on 3/**/2015, stating that her nearest postal office has delivered her package. We then generated her a new order [redacted], within the same day and set it as a rush delivery. Customer Service then called [redacted] on 3/**/2015 to advise her of the new shipment, and the lead time. [redacted] stated that, she will await it's arrival, and inform customer service when her package arrives.Thank you,Monogramonline Customer Care.

Consumer

Response:

I have recieved the package that company said was delivered on 3/** today on 4/*. I will call business in the morning on 4/* to cancel the 2nd order that was to schedule on 4/*. I will not be doing business with this company any longer, the product looks the same as the orginal one that I shipped back, poor engraving.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Hello, this company charges $5.95 for shipping a single glass when ordered online. When ordering the same glass using a groupon, when you put in the Groupon code, the shipping for this single item jumps up to $7.95. Before I purchased the groupons, I checked the Monograms Online website and determined that the shipping would be $5.95 for each glass I ordered, which I ordered two. So, instead of charging me $11.90 to ship the two glasses, they charged me $15.90 to ship the glasses. Nowhere on their website does it say there is a shipping surcharge when using a Groupon or a higher shipping and handling rate when using a Groupon. This is fraudulent. Shipping is shipping, whether you use a Groupon or pay full price. If the shipping is going to be higher when using a Groupon, then it should warn you somewhere during the ordering process.Desired Settlement: Because of this fraudulent additional shipping surcharge when using a Groupon, I would like to be refunded for the extra shipping charges that the company illegally added to pad my bill.

Business

Response:

Hello, On 11/**/15 at 5:23 pm, we received the complaint from this customer. At 7:01 pm (11/**/15), we responded to this customer informing them, that we were aware of the programming code error. We also advised this customer that our IT department is attempting to isolate the programming code error to fix it. The error is random and is nearly impossible to re-create to repair; and our programmers are working line by line in the code to find it. Additionally,we apologized to this customer and advised we would be refunding the overage. We can confirm that the refund was processed and a total of $4.00 has been refunded back to this customer.

Review: This company has mis-represented it product and now will not make it right:

I ordered a birthstone ring, after waiting almost 7 weeks to receive the ring, one stone was fallen out and in the packaging, the other stone had glue smeared on top of it. I returned the ring December [redacted], 2013. It has now been a month and I had heard no response. So I emailed customer service and was told "no refunds" but they will replace the ring. Now a week later I have received an email telling me to return the defective ring, WHICH I HAVE ALREADY RETURNED 5 WEEKS AGO.Desired Settlement: I would prefer a refund, since obviously the quality of the product is so terrible it will not last a month!!! But if necessary I will accept a replacement.

Consumer

Response:

At this time, I have been contacted directly by Deal To Win, Inc. regarding complaint ID [redacted], however my complaint has NOT been resolved because:

[Your Answer Here]

No acknowledgement of all the problems with my original order. No response to request for refund. Standard form letter sent saying my order was "on its way" two weeks ago - still not received.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Please be advised that we have resolved our Customer’s complaint ID [redacted]directly with our Customer. She received her new order already and mentioned to be satisfied with the quality of her order.

Review: When placing my order I never received notification that order was placed, therefore ithinking that my order was not placed. I placed the order three times thinking that it never went through online. Finally on the third try I received a note saying my order had been placed. When looking at my bank statement I noticed that the money for the order was taken out of my account three times when it should of been once. Once I noticed this I connected the company through [redacted] because no phone number, address, or email was ever received in reference to the company (Monogram online), I explained to [redacted] of the occurrence and they said they would send notice to the company. I though everything was straightened out and that one order would be sent to me. Unfortunately that was not the case. In the weeks that followed the conversation, three orders were sent to house instead of just one and the money was never put back into my account. In addition the product was poorly made and I was very unhappy with the product so I sent it back to monogram online (all three) about a week in a half ago and still have not heard back from the company in any way. Also when I contacted [redacted] they explained that once the item was shipped they were not responsible for it. Currently I am basically trying to get all my monies back which total up to $240. Right now I just simply want my all my money back.Desired Settlement: The total of Two Hundred and Forty dollars ($240)

Business

Response:

We tried to contact our customer to get the order number and look into her order but we could not reach her. We left a message and emailed her but if you can provide us with her order number that would be helpful.

Review: I ordered a monogrammed necklace plated in gold from this company and after severe tarnishing and submitting a customer service request, I was told to send the necklace back to the company and it would be replated. After sending the necklace back August of this year, I had not heard anything from the company so I asked for an update in October. I was told I would be notified once the necklace was sent back to me. I hadn't heard anything still in November so I sent another customer service request asking for an update. It is now mid December and I have not recieved any communication back about my necklace. I have asked several times for updates with no response and I have not recieved any word on my necklace.Desired Settlement: I would either like my necklace back and replated or I would like a full refund for the necklace.

Business

Response:

A replacement order has been put into our system and a brand new piece is being created for the customer as of 12/**. The new order number is #[redacted]and is expected to be with the customer in the next week to two weeks at most.