Deal To Win, Inc.

Review: I purchased a groupon (which I have been buying for years), and I didn't realize it expired within one month. This is an extrememely unusually short period of time. It expired as I was trying to order my necklace. It is completely within reason and at most DECENT customer service to allow me to use the paid value for an item from their company. However, they will only let me use it on one specific product, which is quite expensive without the groupon. It is my opinion that this was a purposely deceitful sale and that their intention was in fact to trick people with a short expiration and force them to pay a ridiculous price for the product.Desired Settlement: I want either a refund of my groupon price, the item for the original groupon price, or to be able to use my paid value on any of their products.

Business

Response:

Dear [redacted]:

Thank

you for letting us know about this complain ID [redacted].

We are really sorry about what

happened with [redacted]’s order. Our customer’s satisfaction

is our main goal and we try to help them as much as possible. She was

unable to use her coupon before its expiration and every coupon has an

automatic irrevocable expiration date which is arranged between the daily deal

site and our corporate office. Her voucher was purchased on February and she contacted

us on Jun ** for first time.

After its expiration it is not possible to honor the coupon for

the deal (which is the one that expire) but we explain our customers that they

can still use it for the value they paid for the promotion which does not

expire.

Sincerely,

Monogram Online

Review: I ordered the product from the company on ** November 2014 and received the item within a respectable time frame. The item turned out to be the wrong size though so I followed the company's instructions to return it for a replacement. The item was returned to the company by mail on * December 2014. I did not hear anything from the company for over a week so I submitted an inquiry on ** December 2014 requesting the status. I received a response, also on the [redacted], stating the new order number and that the order was in production. After another considerable amount of time without word from the company, I submitted another inquiry on ** December 2014 and also included that this item was intended for Christmas. I demanded a response and a promise that they will fix their error so that this item could still be given at Christmas. Again, no response from the company.

On ** December 2014, I submitted another inquiry expressing my dissatisfaction with their lack of communication and their inability to resolve this issue. At this point, I was demanding a call from the company since their site does not provide any phone numbers or any other form of communication outside of submitting inquiries. I have had to send additional inquiries on * January 2015, * January 2015 and * January 2015. I still have not heard anything from the company.

I have looked at the order status on their site with the order number that I was provided almost a month ago and it remains "in production".

This level of customer service is beyond unsatisfactory and I am disgusted by their audacity to ignore someone who was trying to offer them business.Desired Settlement: I am tired of trying to deal with this company and their lack of customer service. I would like a full refund and for them to acknowledge their atrocious business practices.

Business

Response:

We have attempted to contact the customer by phone as their order was shipped out today, they should have also received an emailinforming them that their order has been shipped out.

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 [redacted] through a Groupon on October [redacted], 2013. I ordered 2 necklaces, one with the name [redacted] and one with the name [redacted]. The [redacted] necklace turned out perfect. However, on the [redacted] necklace, the "v" was closed at the top, therefore making it look like an "a" or "o". I followed all instructions, sent them an email describing the problem, and returned it immediately for a replacement, as it was a Christmas gift for my niece. On November [redacted] I sent an email asking the status of the replacement. They replied that they would be glad to refund/replace the order. On December [redacted], I sent an another e-mail asking what was the status of my replacement. On Dec. [redacted], I received an email from them stating that my order continues on its normal processing time and has not been shipped. On January [redacted], I still hadn't heard anything, so sent another email. On January [redacted], I received an email from them stating:

[redacted] (Monogram Online)

Jan ** 04:12 PM

Hello,

Thank you for contacting our customer service support team in reference to the status of your order.

Your order number [redacted] has been placed on 12/**/13. As most all of our products are personalized and hand made, it takes approximately 2-3 weeks from production to shipment. Please allow additional time for the arrival of your shipment. Your order is expected to be shipped between the approximate dates of today 1/**/14 and 1/**/14.

Once your item has been shipped, you will receive an email confirmation with a shipment tracking number.

You may then visit our Order Status page [redacted] to enter your info and track your order.

Thank you for reaching out to us and we apologize for the delay. Have a wonderful day!

Thank you for shopping with MonogramOnline,

See you again soon!

[redacted],

MonogramOnline Customer Car

It is now February [redacted], and still I have heard nothing. I researched online and was able to find a phone number, however they were closed. I would ask for a full refund, however, my 8 yr. old niece keeps asking me if I have gotten her necklace back yet. This has been the worst experience I have ever had, and I shop online all the time, without problems. I sent another email today, stating that I wanted someone to call me, not email me and give me an explanationDesired Settlement: Again, I want a phone call...I want to speak to a human being, and I want the necklace I ordered...IMMEDIATELY!

Business

Response:

[redacted] just contacted us, we offered her a replacement with name [redacted]. Since this order has to be remade from scratch we told our customer her order will be shipped out in approximately week an a half.

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 lady I spoke with said she would send a confirmation email, which I have yet to receive. This is the only thing pending. I have all my correspondence thus far, and need an email with the order replacement confirmation. Thank You.

Review: In the beginning of December, I placed an order for a cutting board from Monogram Online. For some reason, my address was not listed in the order so they emailed me to ask for my address. I gave them my home address and they said it would be shipped right away. I was given a tracking number. I looked at the tracking number a week later, and it said: 'Undeliverable to sender'. I called Monogram Online and they said that my address was not listed on the package so once they receive it, they will ship it back.

Two weeks later, still no package. I was then told by Monogram Online that my package was lost in transit, so they would ship out a replacement order, free of charge. I was asked for my address again, the replacement order was shipped, and I was given a tracking number.

A month later, now in January, the tracking number says 'Address not listed- undeliverable'. I emailed them once more saying I have not received it. Monogram online said they will ship out another replacement order and this time they will overnight it. That was 3 weeks ago, and I have received nothing.Desired Settlement: I want a refund for my purchase since I never received it.

Business

Response:

Good Afternoon,Our system shows package been ship out to the following address.[redacted]

[redacted]Also a refund for the amount of $7.95 as been issue for the shipping charges ,customer use a Voucher to purchase the item and will need to request a refund to Groupon for the amount pay for the voucher . A replacement order was place for the customer free of charge and it will be ship express personalize items take 2 to 3 weeks for production . An email with the tracking number will be send to the customer when item is ready to ship. Please let us know if there is anything else we can do to help the customer.

Review: We recently ordered a customized product from monogram online in the beginning of September. Initially we were told the product would be delivered on time. Then, we were told Monogram online has too many orders and our order is now on backorder until after September [redacted]. Then, we were told again they had too many orders and were too busy and did not have the staff to fulfill orders and our order would be pushed back even further until the end of September. It is now October and its the same story over and over. We got an email from a "[redacted]" and he said the order "ship between October [redacted] and [redacted]". Then 4 days later we were told it was on back order until 10/**/14. We have called numerous time and was told that it would "most likely ship October [redacted] and would provide us with a tracking number once it has shipped". We have not received a tracking number, so therefore it has not shipped. Every time we are told something different. At this point We no longer want the product and want a refund. and he would get us tracking information. This is the worst service EVER.Desired Settlement: We would like a refund for this order. It is not right that you make us wait so long for a product when it was suppose to be a GIFT for September [redacted]! Plus, they give you the run around every time you ask them about it.

Business

Response:

Good afternoon,

We've tried for several days and weeks at this point to come to a resolution with this customer. We would like to provide them with the refund as requested but after tens of calls and tens of emails, they have not responded back to us.

We would like to come to a resolution for this issue asap but the customer has been completely unresponsive.

Review: There is website is very tricky . If you do not uncheck item it automatically charges your credit card as a default. I thought I unchecked items but I was charged for two additional items I did not purchase. I contacted them by email and phone.No one notifying them right away of the issue, thinking they would get back to me next morning. No one ever contacted me back and they went ahead and charged my credit card. I have notified American Express as well to stop paymentDesired Settlement: I want all charges cleared andI want to them to get rid of the automatic purchases they have checked off that people may not see. Very unethical.

Next department to contact will be attorney general of NY,

Business

Response:

Dear [redacted]:

Thank

you for letting us know about this complain ID [redacted].

We

are very apologetic as to [redacted]’s claim. We went through her order after

receiving your notice and it seems that

she select three items, in two of those orders she used the same initials but there

is no way that we can know or guess how many orders customers want under the

same name or initials that is why you always can double check before clicking

to submit order. We will be more than happy to help her cancel her duplicate

order but we do not have any email or ticket under her name which would prove

that she tried contacting us. We have contacted her today and left a voice message,

awaiting her response.

Sincerely,

Monogram Online

Review: I recently ordered two necklaces from this company. One arrived as I ordered it, and the other arrived in the wrong font. I contacted this company today (November *, 2013 @ 2:30 EST) via their online chat option (the only option listed for customer service). I was denied the opportunity to exchange this necklace for the product I ordered. Also, the online representative "[redacted]" was EXTREMELY rude and ended our chat session after making me wait 20+ minutes for a response. I tried another chat session, and got the same employee, and he disconnected our chat immediately! They do not honor their online claims of "30 day Exchange and Refund" policy. There is no other way to contact this company, and I was cheated out of my money. I did not order the product they sent me, and I was denied an opportunity for exchange.Desired Settlement: I would like for this company to stand behind their policy and exchange my necklace for one with the correct font. I would also like the owners to know how extremely rude their so-called "customer service" is.

Consumer

Response:

Re: complaint ID [redacted], I spoke with [redacted] (spelling?) at the corporate office for Monogram Online, and [redacted] at Customer Service, who both agreed to allow the exchange (and also apologized for the rudeness of the employee). The exchange is in progress and although the transaction is not yet complete, I was reassured by the aforementioned employees that the exchange would be honored.

Sincerely,

Monogram Online offers high quality products and their customer service team was very nice to work with. I would highly recommend the company and their products to others.

The level of customer service is dismal. The website offers no contact information other than a 'support' ticket. You can't talk to anyone, even if you request a return phone call, which I've done on two occasions. My item was mis-shipped and I was given erroneous tracking information.

Review: I purchased a voucher for a personalized Board Member Cheese Gift Set for a Christmas gift for a family member. At the time of purchase the merchant advertised that the order must be placed by 12/** to guarantee Christmas delivery. I placed my order on 12/* and got a confirmation that my order was "in production." I even called the same day and got an over-the-phone confirmation that the order would arrive by Christmas.

I continued to check the status of my order when I did not get a message that it had been shipped. I called the company several times 12/**-12/** with no response. Finally, I reached someone with customer service on the phone and was told "Oh yes, this order will ship today or tomorrow and will get there in time."

Then, on 12/** I got the following email:

"From: MonogramOnline.com

Date: Sat, Dec **, 2015 at 12:55 PM

Subject: Order [redacted] - Sold Out Status

"Due to overwhelming response, the Board Member Cheese Gift Set is sold out. Unfortunately we have just been informed by our raw material vendor that the item will not be available until January 2016. We regret to that we will not able to fill the order by Christmas and wanted to make you aware of this as quickly as possible."

Conveniently their customer service phone number is only open weekdays, so my calls to follow up on this were not answered. I submitted an email response and got two generic form message in return--one referencing a men's watch set that was not even related to my order. I then contacted the company through the [redacted] page advertised on their website and was given this exact message, "Hello, Please accept our apology. We have enough items in stock to make one more personalized cheese board. We will be sending your order out today - priority. Please watch your email for the confirmation of shipment with tracking information."

I watched my email and never got any confirmation. A call first thing Monday morning confirmed that the [redacted] representative had lied. The item that I had ordered two weeks prior was indeed out of stock and would not be going out for Christmas--in fact the company had nothing that could be delivered by Christmas at that juncture. At this point (12/**) it was obviously too late to find an even remotely similar replacement gift for my relatives in Florida (we live in Wisconsin) that could be personalized and delivered in time.

This was a truly awful customer service experience that consisted of receiving a notification that my gift was out of stock--weeks after the order was placed and on a weekend day that the company customer service department was not even open--and then receiving three separate and wildly different explanations and being lied to by the company representative regarding a product being sent out. I would not recommend this business to anyone. Especially not for the holidays.Desired Settlement: At the very least I want the Revdex.com and its customers to know about this company's dishonest business practices and poor customer service. At best I would expect an explanation for being lied to by the company's customer service personnel and for the company to replace the product ordered through them or another company if they are incapable of actually producing the products they advertise. Maybe the company can go back in time and get my Grandparents their personalized Christmas gift?Replacement

Business

Response:

Attn: [redacted], This is a copy paste from the review page - With all due respect, please either delete this complaint or the review. Customer Service’s standard operational hours are M-F 9-5:30 est. However, to keep up with the volume of Holiday emails requesting tracking information the hours were expanded to respond to email. On 12/**/15 this customer and more than 150 others received a “sold out” status email indicating that their order would not arrive in time for the holidays. After receiving communication via [redacted] and double checking with the production that there were enough products in house to create "one last basket". This order was removed from the normal production batch and handled offline. The production team rushed the creation of the personalized item and the shipping method was changed to priority on 12/**/15. This order was being handled as an escalated/special order and was shipping on 12/**/15. Unfortunately, since this was a "one off" the customer service representative who answered the phone on 12/**/15 was not aware of the escalation involved in this order and referenced the email received on 12/**/15 advising of the sold out status. This agent provided incorrect information that resulted in this customer cancelling this order and requesting a refund for shipping as well as a refund from living social for the discount code. Unfortunately, once the order was designated as cancelled, it prevented any further movement of the order. As indicated below this order was in QC waiting for shipping when the order was cancelled; as referenced by the scan (time stamped Rosemarie 12/**/15 09:22:38) below:[redacted]Since we had already made the item, we shipped it 12/**/15 overnight and have confirmed it was delivered on 12/**/15: [redacted] To recap - this customer has received a complete refund and the item. We are not sure what else the customer requires for resolution.

Review: I placed an order for a necklace on December [redacted] and STILL have no received my product. I received an email that I should be receiving the product between 01/**-01/**. then another email stating that I should receive it by 01/**. still nothing. I emailed them on 01/** to find out the status and still haven't received a response. I would like to know what's going on with my product.Desired Settlement: first I would like a response to know what the heck is going on. Also I would like my product to be delivered. it's been almost a month since i've placed my order. if they're not going to give me my product, then refund my money!

Business

Response:

We are very sorry for the delay with [redacted]'s order. As most all of our products are personalized and hand made, it takes approximately 2-3 weeks (as we state on our website) from production to shipment and up to 1 additional week for delivery.

Review: In November 2013 I place an order with Monogram online to purchase a personalized ring. The order was received by Monogram online on 11/**/2013. I received the ring in December and within a week the ring started to crack. I sent them an email on 12/** indicating the ring was defective and I wanted a replacement. On December [redacted] I received an email back indicating that I could send it back for a replacement. In February I received my replacement, only to have the order incorrect. They had the wrong stones. Again, I send it back and I just received the order back again only to have it be the wrong size.

I understand they have a no money back refund policy due to the products being personalized, however this is the third time I have had issues with this company. They take days to respond and only when I told them I wasn't paying to return their mistake did they send me a return label so I wouldn't have to pay. Not one time did a manager respond to my request. I am very unsatisfied with the customer service they have claimed to provide. I have had to wait for four months for a product that I paid up front for and still am unable to wear.Desired Settlement: I would like either a refund because I am tired of dealing with their mistake or a replacement item that is a replacement of my original order. I will never do business with them again.

Business

Response:

Hello,

We spoke to our customer and agreed after she send her order back we will notify the coupon company for her to receive her money back.

I was notified today that we received her ring back. We will get in touch with the coupon company to make the refund.

In an initiative to make it up to our Customer, we contacted her directly to offered her a different option and to fulfill her expectations but she denied so she will receive her money back.

We apologized to our Customer.

Sincerely Yours,

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 ordered a necklace for my mother-in-law through [redacted] on 12/*/14. I was concerned about it arriving in time for Christmas, but [redacted] from the company reassured me via email on 12/*/14 stating "All orders placed on or before 12/* will be shipped in time for Christmas." When I could not find the status of my order online I sent another email (for there is no phone number on the website) to be reassured again; this time by Ryan stating "Your order is currently in production and is expected to ship this week."

I was very disappointed to not have the special gift to give on Christmas day. My order arrived on 12/**/14 defective. I sent additional emails to try and remedy my defective necklace and address the late arrival to no response. I finally found a phone number on my receipt for it only to be answered by voicemail stating they were closed for the holiday season. On 1/*/15 I called [redacted] again and it rang 16 times! Finally, [redacted] answered. I was informed that my order was late because the increase in orders during the holiday season. I addressed that I was guaranteed it in time for Christmas and she did nothing to remedy my concern. I asked if there was anything their company could do to compensate my troubles. After being placed on hold three times I was offered a 35% off code for future use (although that was sent to all [redacted] subscribers). The company emailed me a return address label with NO instructions on 1/*/15 and also inquired with [redacted] what this meant, for there was no response to any of my previous emails. After her ho hum response I asked if the repair of my necklace will arrive in time for my mother-in-law’s next visit on 1/**/15. She stated that it would be no problem for I live in New York State (as the company is based in New York State) and it is only a two day ship. She advised me to put a letter in with my return stating that I needed it to arrive by Saturday 1/**/15 to be in my possession before Monday 1/**/15. She also placed a note in their computer system as we spoke. I also stated I was concerned about further email contact for I received no replies. She reassured my apprehensions for the email system was now fixed.

I mailed out my defective necklace on 1/*/15 and [redacted] received my received on 1/*/15 at 11:38 am.

Fast-forward to 1/**/15 I cannot track my order status online again. I sent another email and called the number I used to speak [redacted] to find an automated message stating- “Thank you for calling [redacted] for all inquiries please see our website to send an email.” Then the call is disconnected. Now I have no contact from them. I finally received a vague response from [redacted] on 1/**/15 stating ““We are currently researching the status of your returned order and will provide an update once the order has been confirmed as received.” I know it was received due to [redacted] tracking; furthermore the email did not answer any of my questions or address my concerns.

Needless to say come 1/**/15 for my mother-in-laws visit (whom I only see maybe twice a year) it was NOT here. That is twice I was guaranteed to be let down. I sent another email correspondence to the company stating that they promised I would have this time. I finally received my order on 1/**/15. There was still a mistake on the engraving, but it is livable. The last I have heard from the company was an email reply from [redacted] on 1/**/15 (8 days past my email) only stating “Thank you for contacting our customer service support team regarding the status of your order. Your order was shipped on 1/**/15 via [redacted] We apologize for any inconvenience that we have caused you.”

This has been more than just an inconvenience. I feel ignored by the company for the various reasons stated above. It seems they are over their heads and do not want reach out to the customer. If need be I have all emails sent and received and log of the luck one phone call with [redacted].Desired Settlement: I am hoping to get at least some sort of compensation. Whether that is money in my pocket or a additional product. Furthermore, I would like it to be addressed that they not ignore their customers. I was very kind and understanding of the situation, but I believe I was deliberately ignored.

Business

Response:

Dear Revdex.com,We are writing to inform you, that the issue has been resolved. We have called the customer, and issued her a $25.00 gift voucher.Thank you,Monogramonline

Review: On March *, I purchased a monogramed necklace for my daughters birthday. The next day, I realized that the necklace was on sale. They were having a "flash60" sale, which meant the necklace was on sale sixty (60)% off. I contacted them by email on March [redacted], and told them that I was overcharged, and they responded to me that same day, and told me that I would be refunded the difference within ten days. I contacted them again on March [redacted], after checking my account, and not seeing the refund of $51.00, that they said would be refunded within 10 days , and they respond on March [redacted], and said that they received my first email, and that the $51.00 has been submitted, and I should be receiving it between 7 to 10 working business days. As of today, Friday, March [redacted], I have NOT received the $51.00!Desired Settlement: I want my $51.00 credited to my debit card immediately!!

Business

Response:

Dear Revdex.com,We have issued a refund to the customer. Please view transaction number for the process and action taken [redacted].Thank you,MonogramOnline Customer Care.

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: Hello. I ordered a [redacted] voucher for $24 to order and fully pay for a necklace that is retail priced at $90 from this company. I followed the voucher instructions when I placed the order and entered my debit card information, however, the voucher wasn't applied and my card was charged the full retail price. Customer service was only available via email and I notified them and [redacted] of the error immediately (1/**). When I was able to reach [redacted] via phone and they issued an immediate credit for the voucher but couldn't help me with MonogramOnline. I heard from MonongramOnline on 1/** and they asked for the voucher number to apply to the order. They also said I'd be charged $20 for making changes to the order. I informed them that I'd be contacting the Revdex.com about this charge and then they told me a refund request had been submitted. I've not heard from them with confirmation of the refund and the refund has not appeared in my account.Desired Settlement: I would like a refund to my account asap.

Business

Response:

Dear Revdex.com,The customer purchased a voucher from [redacted] website, in which she had an issue redeeming the order with her voucher. The item did ship out to the customer. We called the customer today regarding a resolution on her refund because her order has shipped out. The customer was unavailable so we left her a voice mail to call us back M-F 9-5pm EST.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:

I received a message from this business at 6:37pm on Friday evening, outside of their 9a-5p operating hours. I returned the call immediately, at 6:38pm and no one answered. I feel they would've contacted me during normal business hours if they were truly seeking to resolve this matter.As I stated previously, I reached out to them through the link on their website immediately after the order was placed on 1/** and again from my personal email the next day. I didn't hear from them until 1/**. [redacted] responded and asked for the voucher# and then later said they needed it to make sure I ordered the correct item. Now they are trying to make me pay for a necklace I cancelled. I have the email thread for you to read. They proceeded with my order AFTER I clearly stated that I wanted to cancel my order and wanted a refund. I told them I would not pay $90 for this necklace. I feel they deliberately sent the necklace as a way to keep my money. This was money that I didn't have to spare. At $24, this was an affordable Valentine's Day gift for my 11 year old. When they debited my account it caused me to have a serious shortage and I ended up having a $5 check returned, plus a $36 overdraft fee. Unfortunately, things are paycheck to paycheck in my household right now.I purchased this voucher from [redacted] NOT [redacted]. [redacted] was kind enough to issue me a credit in the amount of $24 for a future voucher and they are aware of this issue.

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

Sincerely,

Business

Response:

Dear Revdex.com,We emailed the customer. to inform her, that a refund of $89.95 has been issued.Thank you,Monogramonline

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,

[redacted] aka Deal to Win. I ordered a monogrammed necklace for my granddaughter on 12/*/14. I traced before Xmas plus two more times getting request numbers each time worded to the effect that the orders are backed up but will ship soon. Then my final request they said they did not show the order placed despite each of my prior tracings showed all data and verifying that they do not even bother to read what you are asking for. If management is aware of how this customer service department operates, they do not deserve your business. They care about your order before you place it but afterwards their actions show that they do not care at all. If they did they would have an easier way to communicate and those who read those requests would be tuned in to respond with clarity to each customer. I filed a complaint via their web sight but their software only ask for a review on the product, not your experience to get the product - no surprise, shows they don't care and do not deserve your business. They will discount your orders price up front if you 'like' them on [redacted] prior to ordering sight unseen. They must need customers who they are asking to falsely 'like' them on [redacted] prior to seeing what they purchase. Don't take my word for it, look on their web sight. My order for a Xmas gift was placed on 12/* as a Xmas gift for a seven year old girl living 1000 miles away, no gift from me under the tree and a horrible experience trying to get an answer with clarity. I hope this makes my point

Monogram online is awesome, the customer service representative answered my questions immediately, the website was very easy to navigate to order my items requested. Best part when I received my item they were beautiful and just what I expected!!! I will continue to order all my personalized gifts from Monogram online....

Monogram online is the name of the company I used to purchase a necklace. The necklace broke and I sent it back six months ago. Two months ago, I finally hear about my necklace and was told it costs $20 to fix. I paid that amount the same day. I was then told my necklace will be shipped back to me on December [redacted]. It's now December [redacted] and I am still without my necklace.

Review: I bought a mothers necklace for my wife on Dec *, 2014. I did not receive the product until December **, 2014. It had 4 crystals and four names on it, representing her children. Sometime during the past 2 weeks, one of the crystals fell out of the pendant and was lost. I called customer service on 4/*/2015 to indicate my displeasure that the workmanship on this pendant was sub-par and would like it repaired. They indicated that I was out of warranty (by approximately 1 week) and would have to pay them $20 for the repair. I do not feel that I should have to pay for a repair due their poor manufacturing processes. The gem stones in a properly manufactured piece of jewelry should not just arbitrarily fall out.Desired Settlement: I would like Monogram Online to stand behind their product and repair the pendant without charging me. They should stand behind the quality of their merchandise and repair this manufacturing error.

Business

Response:

Dear Revdex.com, The customer placed an order back in December and we do have a 3 month warranty listed under our policy page on [redacted].We have resolved the issue by accommodating the order and sending a return label to the customer. We have given an extension on their warranty free of charge for the repair listed. Thank you,[redacted]

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 purchased a monogrammed necklace on January *, 2015. I originally received the necklace approximately 2 weeks later but it was done incorrectly. It was supposed to say [redacted] but it said [redacted]. I sent the necklace back the same day I received it following the instructions given to me by [redacted]. For weeks I never received a response back until finally I received a response on 2/*/2015 with a tracking number saying it was being redelivered. I never received the package. Then on 2/**/2015 I received ANOTHER tracking number saying the package was being delivered but I never received the package. I have not been given a response back since 2/**/2015. I was given two tracking numbers that did not work. It has been over 2 months since I purchased this product and I have not received the correct one. I would like a refund to be issued immediately. The customer service has been horrendous.Desired Settlement: Refund

Business

Response:

Dear Revdex.com,[redacted] placed an order with our company on placed her original order on 1/**/2015, in which she chose the option of shipping her order without a traceable tracking number. The order shipped out on Shipped on 01/**/2015 by [redacted]-First. The customer needs to be present for the delivery address, because if they miss the delivery, they will need to contact their local postal office to retrieve the item. We then placed a re-order at no cost to the customer, to accommodate her, order # [redacted]. The customer informed us that she did not receive this order as well. On 2/** we shipped out another order [redacted], this time we included a traceable tracking number. Please view attachment of the shipment delivery notification from [redacted]

Consumer

Response:

Package was sent to wrong address. Package was redirected and received two days ago. Name plate of necklace was bent and chain was broken upon opening package. Accepting their response because this has been too much of a hassle with terrible response times to questions and concerns. Will never order from company again.

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,