Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thank you for helping me to resolve this matter I value the service that you provide to consumers and businesses Regards, [redacted]
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me [redacted] I received an email from the vendor saying once again that I requested to pay in five installmentsThere was a tape of my order and when I listened to it, I clearly state on three separate occasions, that I wanted to pay in one full payment! I can't believe that the vendor is still insisting that I wanted to pay in installments when the tape that they sent me proves that they are wrong! I will forward this to you so you can listen yourselfI have already contacted the vendor about this Regards, [redacted]
On behalf of Direct Holdings Americas Inc., I do want to apologize for any concern this matter might have causedHowever; we do not believe that there has been any wrong-doing on our part On 4/28/15, Ms [redacted] placed an order for the Soul of the 60s collection at the purchase price of $We attempted to process the order on 4/29/but her card was declined and we were not able to receive payment for the orderWe made additional attempts to gain authorization with the card given but each attempt was declined by the bankWe attempted to contact Ms [redacted] on 5/14/via phone to inform her of the credit card decline but we were unable to reach herA voicemail message was left and letter was sent to inform her of the status of the order Ms [redacted] contacted our Customer Service Center on 5/26/to replace her orderBut, unfortunately, the credit card was declined by the bank again We will gladly accept a pre-paid or gift cards as payment; the card type was not an issueThe issue arose because the bank declined the transaction and we were not able to process the payment for the orderWhile we understand her frustration, we cannot take responsibility for the bank declining the transactionWe would recommend that the she speak with the card’s issuing bank to determine why the payment was denied We do hope that this explains the situation to her satisfaction, as we value of customers and work hard to keep their trust Sincerely, Curtessa P [redacted] Assistant Manager, Customer Service Direct Holdings Americas Inc
On behalf of Direct Holdings Americas Inc., I do want to apologize for any disappointment this matter might have caused After a review of this account we believe that it is no longer prudent to continue doing business with [redacted] Our records indicate that a claim of damaged items has been made with virtually every purchase that has been made from [redacted] / [redacted] ***Because we are unable to guarantee the handling of these items by [redacted] or USPS, we feel it does not make any sense to continue processing shipments Concerning the replacement for item entitled Heart of Classic Rock that went to the wrong city; this order was corrected and a replacement CD was sent to the right address on 6/18/In addition, the customer has been fully refunded for the purchase price of this order, $Refunds were processed on 6/23/in the amount of $and 7/2/in the amount of $Therefore, we do not see the need to ship out another replacement This customer has one open order for the Legendary Voices collection (which the customer has requested and received replacements for also) that has a balance due of $ The balance of this order will be charged to the customer’s credit card in two installments of $26.99, as agreed upon at the time of purchase Again, we do apologize for inconvenience or disappointment this matter might have caused but we believe that this is the best business decision We do hope that this explains the situation to your satisfaction Sincerely, CP [redacted] Assistant Manager, Customer Service Direct Holdings Americas Inc
June 2, On behalf of Direct Holdings Americas Inc., I do want to apologize for any concern or confusion this matter might have caused According to our records, [redacted] purchased the Teen Years collection via [redacted] .com on 2/11/ and opted to pay in installments of $plus applicable sales taxHis order was shipped on 2/13/ [redacted] / [redacted] products come with a 30-day money back guaranteeThis policy is disclosed on our website and included in writing with each shipment [redacted] ***’s money-back guarantee period ended on 3/22/15, as we also allow extra time for shippingThis means that the product needed to returned and in our warehouse by that date Our records indicate that [redacted] contacted our customer service center via email on 4/3/with his return request and he was informed that late returns are not accepted We are happy to replace any product that is not working properlyWe have not any other customers complain about this collection so I cannot offer an explanation as to why the CDs may not be workingI also cannot comment on any additional orders that were placed under names We are sorry if he did not understand this policy but we do not believe there has been any wrong-doing on the part of [redacted] / [redacted] ***We normally do not accept late returns but I am willing to make an exception in this caseWe would require, however, that the item(s) be returned to our corporate office so the returns and refunds could be processed manuallyPlease return the items to the address belowReturn shipping is the customer’s responsibility [redacted] / [redacted] Attn: Customer Service [redacted] *** [redacted] Fairfax, VA [redacted] We do hope that this explains the situation to his satisfaction, as Direct Holdings Americas Inctruly values our customers and work hard to keep their trust Sincerely, CP [redacted] Customer Service
On behalf of Direct Holdings Americas Inc., I do want to apologize for any inconvenience or concern this matter might have caused [redacted] ’s order for the Wonder Years collection was originally shipped on 9/18/We do apologize that is was not handled or delivered as it should have beenWe are still trying to ascertain why USPS could not deliver the package to [redacted] ’s address I also want to apologize for the service she received when calling our Customer Service CenterThe representative did not handle this situation correctly or give [redacted] the correct information regarding our company policiesIn a situation where a package is returned as “undeliverable” we certainly take the appropriate action of reshipping the order or refunding the customer, depending on whether or not we are able verify the address Our company uses several vendors in different locationsCSRs are typically not in direct contact with the warehouse; however, the she should have escalated this issue to our corporate office so that the proper research could be done with the warehouse and a resolution could be reachedThis agent will receive immediate re-training so this does not happen again Once the customer stated the package was not delivered and tracking verified that, the agent should have immediately shipped an additional package to herA second package was shipped to [redacted] on 10/10/and should arrive this weekAgain, we do apologize for the mis-handling of this situation We do hope that this explains the situation to her satisfaction, as Direct Holdings Americas Inctruly values our customers and work hard to keep their trust Sincerely, Curtessa P [redacted] Customer Service Direct Holdings Americas Inc
On behalf of Direct Holdings Americas Inc., I do want to apologize for any concern this matter might have causedHowever; we do not believe that there has been any wrong-doing on our part On 4/17/17, [redacted] purchased two products from [redacted] / [redacted] and opted to pay for each in installments to be charged every three weeksOn 6/20/14, he defaulted on that installment agreement and fourth installment payment for each order was declinedHe was sent a bill on 7/3/notifying him that his account was in default and of the outstanding balance dueWhen a customer’s account goes into default, we do not allow additional installment orders to be placed until the balance is paid To date, [redacted] still owes a total $for these two ordersWhen [redacted] contacted our Customer Service department on 7/9/14, he was told that he would have to bring his account up to date before additional installment orders could be placedWe do not believe that this was an unreasonable request; however, [redacted] became upset and told the representative that was going to report this to the Revdex.com There has been no wrong-doing on the part of [redacted] / [redacted] as it is not our responsibility to manage a customer’s financesWe notify our customers via mail when an account goes into default, as would any other company If a customer simply pays the outstanding balance due, their account could be fully re-instated In addition, [redacted] circumvented our policies and created a new account for himself on 7/9/14, with slightly different information He placed an order on 7/9/for the Doo Wop collection in five installments This order shipped on 7/11/Because of that, no additional action needs to be taken on our part We do hope that this explains the situation to your satisfaction Sincerely, Curtessa P [redacted] Assistant Manager, Customer Service Direct Holdings Americas Inc
On behalf of Direct Holdings Americas Inc. dba Time Life, I do want to apologize for any disappointment this matter might have caused. However, we do not believe that there has been any wrong-doing on the part of the Time Life. Our records show that Mr. [redacted] refused his package and received a chargeback of $89.95 that took place on 12/08/2015. Mr. [redacted] called the service center on 12/30/15 claiming he still had not received his refund. We did confirm that the money was returned, but he insisted he never received the money. Two additional chargebacks were placed on 12/9/2015, and 4/12/2016, both of which were declined by the bank. We have spoken to Mr. [redacted] several times and have referred him to his bank to resolve this matter in addition to sending us documentation that showed he had not received the chargeback. We were never contacted by his bank nor were we shown records of this chargeback reversal. In order to dispute this issue we are going to administer a check for $89.95 to the customer. For these reasons, we do not believe any additional action needs to be taken by Time Life once the check has been cashed by the customer. We do hope that this explains the situation to his satisfaction, as Direct Holdings Americas Inc. truly values our customers and work hard to keep their trust. Sincerely, L.H [redacted] Customer Service Direct Holdings Americas Inc.
From: [redacted] arial, sans-serif;">< [redacted] >Date: Sun, Dec 7, at 12:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: [email protected], I would like to close this complaint The merchant has resolved this issue to my complete satisfactionThanks, [redacted]
I am sorry if there was some confusion as you were not
specific and have made this claim numerous timesThe replacement for More Than A Feeling was shipped on 4/14/
via ***; tracking number ***The *** records show that is was
delivered to the customer’s address in ***, NY so we’re unclear as to why she
believes it was not sent to the correct place We’re happy to
send another but, again, the damage is
happening in transit after the items leave our warehouseMeaning, it is
outside our control as we cannot guarantee the handling of the package by ***
or USPS
As stated previously, we do not believe it makes sense to
continue accepting these orders due to the numerous damage claims
Regards,
CP***
Direct Holdings America Inc
March 30, On behalf of Direct Holdings Americas Inc., I do want to apologize for any concern or confusion this matter might have caused.
According to our records, *** *** purchased the Carol Burnett collection on 12/8/and
opted to pay in installments of $plus applicable sales taxWe attempted to process this order on 12/and 12/but the charges were declined by his bankWe gained authorization for the charge and shipped this order on 12/19.
*** ***/*** *** products come with a 30-day money back guaranteeThis policy is disclosed on our website and included in writing with each shipment*** ***’s money-back guarantee period ended on 1/25/15, which means this package needed to be in our warehouse by this date.
Our records indicate that this return was received on 2/9/15, which was outside of the return periodAt that time all future installments were cancelled and a letter was sent to *** *** explaining that because his return was received late and could not be processed.
He was given the option of providing proof that the return was received on time, having the item returned to him although he would be responsible for the return shipping costs or, if he did want the item back, it would be discardedWe believe this to be fair as we are giving the customer options even though they did not follow our policies
We are sorry if he did not understand this policy but we do not believe there has been any wrong-doing on the part of StarVista/*** ***We normally do not issue refunds for late returns but we are willing to make an exception in this caseA refund will be processed for the payments made to date in the amount of $97.48.
We do hope that this explains the situation to his satisfaction, as Direct Holdings Americas Inctruly values our customers and work hard to keep their trust.
Sincerely,
Curtessa P***
Assistant Manager, Customer Service
Direct Holdings Americas Incdba *** ***/*** ***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
January 11,
On behalf of Direct Holdings Americas Incdba Time Life I would like to apologize for any confusion or concern this matter might have caused.
Our records indicate that *** *** responded to a television commercial for
the Music Of Your Life collection on 11/15/During the order process she was offered the opportunity to upgrade her order to a larger, 17-CD set for payments of $plus sales taxOur records show that she agreed to this orderThe order was processed and shipped on 11/17/15.
On 11/18/*** *** contacted our Customer Service Center and requested to cancel the orderIt was explained to her that the order had already processed for shipment and could not be cancelledWe do, however, offer a 30-day money back guarantee on all ordersIf she was unhappy with the product, she could return her order by following the return instructions included with her shipment.
We typically do not issue refunds until an order had been return to our warehouse and, unfortunately, *** ***’s order has not been returned to us by USPSHowever, we have made an exception and a refund was issued for the purchase price of $on 1/4/16.
We are sorry if there was some confusion regarding her order or the return process but we do not see any wrong-doing on our partWe sincerely hope that this explains the situation to her satisfaction, as Direct Holdings Americas Inctruly values its customers and works hard to keep their trust.
Sincerely,
CP***
Assistant Manager, Customer Service
Direct Holdings Americas Inc
On behalf of Direct Holdings Americas Inc., I do want to apologize for any inconvenience or confusion this matter might have caused.
"">The offer *** *** is referring to was from a partner of Direct Holdings America Inc promoting the broadway show, Motown the Musical We contacted our partner and found that there was a technical issue with the promotional code included in the emailWe do apologize for the inconvenience.
*** *** was contact by the production company, *** *** LLC, so that this error could be rectifiedIt is our understanding that *** *** was given instructions on how to receive a refund and new tickets to the musical at the discounted price*** *** indicated that she planned to pick up the new tickets on January 13th.
We do hope that this explains the situation to the customer’s satisfaction, as Direct Holdings Americas Inctruly values our customers and work hard to keep their trust.
Sincerely,
Curtessa P***
Assistant Manager, Customer Service
Direct Holdings Americas Incdba StarVista Entertainment/Time Life
On behalf of Direct Holdings Americas Inc., I do want to apologize for any concern or confusion this matter might have caused.
Our records indicate that we received an order under the name of *** *** on 3/3/During the order
process, we inform our customers of our 30-Day Money Back Guarantee; meaning customers have days from the shipment date to return their order for a refund of the purchase price This policy is also provided in writing with every customer shipment In order to account for transit times, we build in a grace period for returnsSince ***’s order shipped on 3/5/14, it needed to be returned to our warehouse by 4/11/Because her return did not arrive in our warehouse on time she was informed that the return could not be accepted.
We are sorry if she did not understand this policy but if the customer believed that the return was due days from the date of receipt as she stated, then she still did not return the product on-time as the shipment tracking indicates that the order was delivered to her on 3/10/ We do not see any wrongdoing on the part of Direct Holdings Americas Inc., as our return policy is explained at the time purchase and provided to customers in writingWhile we do not believe we are at fault, we are willing to make an exception to resolve this matter quicklyA refund will be issued to credit card on file for the purchase price; she should see that refund on her credit/debit card within 3-business days.
We do hope that this explains the situation to their satisfaction, as Direct Holdings Americas Inctruly values our customers and work hard to keep their trust.
Sincerely,
*** ***
Assistant Manager, Customer Service
Direct Holdings Americas Inc
On behalf of Direct Holdings Americas Inc., I do want to apologize for any inconvenience or concern this matter might have caused.
We received an order on February 1st for the Golden Age of Pop collection from *** ***She opted to pay for this collection
in payments of $($total), to be charged automatically to her credit card every weeks.
Due to overwhelming demand, this product was temporarily on backorderOnce this product was placed on backorder on 1/28/14, we began notifying customers of this product’s status and delayWe do apologize, if the agent did not read the scripting correctly and inform the customer of the backorderWe will certainly address this with the agent.
The Golden Age of Pop collection became available on 3/1/and her order was prepared for shipping at this timeUnfortunately, when *** *** attempted to cancel her order on 3/2/14, it was already being prepared for shipment and could not be cancelledShe was informed on this by one of Customer Service agents
According to *** tracking number *** the order was delivered to *** *** on 3/10/ To date, *** *** has paid one installment out of the agreed upon paymentsBut, when we attempted to charge the second installment payment, her bank/ credit card company did not authorize the charge *** *** account with *** *** *** in currently in default, as she has not paid the item that was shipped to her.
We would ask that if the customer does not intend to the pay for her order, that she return it *** *** as soon as possibleShe can do so by following the return instructions that came with her package.
We do hope that this explains the situation to her satisfaction, as Direct Holdings Americas Inctruly values our customers and work hard to keep their trust.
Sincerely,
Curtessa P***
Customer Service
Direct Holdings Americas Inc
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:The cd was never delivered to my home, I don't live in *** Joel, I don't know where it was delvered to but not hereAlso, you keep on blaming *** AND USPS for the damage, it is not themthe shipping box has NO damage, it comes from your warehouse, they are shipping CRACKED CD"S Maybe you should look into quality control, so this problem doesn't happen, also, two of the cds that were re-shipped: (1) didn't play, and (1) skiped a song, it seems that you think that you have cd's that are perfect, well you don't I don't think you should call me a she, whatever you are, now I know why your customer service department is so rude and nasty, if you don't want my business that is fine, it is your problem
Regards,
*** ***
On behalf of Direct Holdings Americas Inc., I do want to apologize for any inconvenience or concern this matter might have caused.
"">When *** placer her order on 11/22/she was presented an offer from an independent 3rd party companyDuring the order process the trial terms were explained, along with information how to begin using the club rewardsWe are sorry if she did not understand the offer.
As this was an offer from a 3rd party, we do not have access their records nor was the $payment made to *** ***/*** ***The product purchased from ***/*** *** and the club entered into with The Rewards Center were two separate agreements and purchasesAny dispute involving The Rewards Center will need to be made to that company directly
We do hope that this explains the situation to their satisfaction, as Direct Holdings Americas Inctruly values our customers and work hard to keep their trust.
Sincerely,
*** ***
Assistant Manager, Customer Service
Direct Holdings Americas Incdba *** ***/*** ***
On behalf of Direct Holdings Americas Inc., I do want to apologize for any concern this matter might have causedHowever; we do not believe that there has been any wrong-doing on our part
class="MsoNormal" "margin-bottom: 0.0001pt;">On 4/17/17, [redacted] purchased two products from [redacted]/[redacted] and opted to pay for each in installments to be charged every three weeksOn 6/20/14, he defaulted on that installment agreement and fourth installment payment for each order was declinedHe was sent a bill on 7/3/notifying him that his account was in default and of the outstanding balance dueWhen a customer's account goes into default, we do not allow additional installment orders to be placed until the balance is paid To date, [redacted] still owes a total $for these two orders. When [redacted] contacted our Customer Service department on 7/9/14, he was told that he would have to bring his account up to date before additional installment orders could be placedWe do not believe that this was an unreasonable request; however, [redacted] became upset and told the representative that was going to report this to the Revdex.com.
There has been no wrong-doing on the part of [redacted]/[redacted] as it is not our responsibility to manage a customer's financesWe notify our customers via mail when an account goes into default, as would any other company If a customer simply pays the outstanding balance due, their account could be fully re-instated.
In addition, [redacted] circumvented our policies and created a new account for himself on 7/9/14, with slightly different information He placed an order on 7/9/for the Doo Wop collection in five installments This order shipped on 7/11/Because of that, no additional action needs to be taken on our part.
We do hope that this explains the situation to your satisfaction.
Sincerely,
Curtessa P[redacted]
Assistant Manager, Customer Service
Direct Holdings Americas Inc
On behalf of Direct Holdings Americas Inc., I do want to apologize for any concern this matter might have causedHowever; we do not believe that there has been any wrong-doing on our part
class="MsoNormal" "margin-bottom: 0.0001pt;">On 4/28/15, Ms[redacted] placed an order for the Soul of the 60s collection at the purchase price of $We attempted to process the order on 4/29/but her card was declined and we were not able to receive payment for the orderWe made additional attempts to gain authorization with the card given but each attempt was declined by the bank. We attempted to contact Ms[redacted] on 5/14/via phone to inform her of the credit card decline but we were unable to reach herA voicemail message was left and letter was sent to inform her of the status of the order.
Ms[redacted] contacted our Customer Service Center on 5/26/to replace her orderBut, unfortunately, the credit card was declined by the bank again.
We will gladly accept a pre-paid or gift cards as payment; the card type was not an issueThe issue arose because the bank declined the transaction and we were not able to process the payment for the orderWhile we understand her frustration, we cannot take responsibility for the bank declining the transactionWe would recommend that the she speak with the card's issuing bank to determine why the payment was denied
We do hope that this explains the situation to her satisfaction, as we value of customers and work hard to keep their trust.
Sincerely,
Curtessa P[redacted]
Assistant Manager, Customer Service
Direct Holdings Americas Inc
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thank you for helping me to resolve this matter I value the service that you provide to consumers and businesses Regards, [redacted]
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me [redacted] I received an email from the vendor saying once again that I requested to pay in five installmentsThere was a tape of my order and when I listened to it, I clearly state on three separate occasions, that I wanted to pay in one full payment! I can't believe that the vendor is still insisting that I wanted to pay in installments when the tape that they sent me proves that they are wrong! I will forward this to you so you can listen yourselfI have already contacted the vendor about this Regards, [redacted]
On behalf of Direct Holdings Americas Inc., I do want to apologize for any concern this matter might have causedHowever; we do not believe that there has been any wrong-doing on our part On 4/28/15, Ms [redacted] placed an order for the Soul of the 60s collection at the purchase price of $We attempted to process the order on 4/29/but her card was declined and we were not able to receive payment for the orderWe made additional attempts to gain authorization with the card given but each attempt was declined by the bankWe attempted to contact Ms [redacted] on 5/14/via phone to inform her of the credit card decline but we were unable to reach herA voicemail message was left and letter was sent to inform her of the status of the order Ms [redacted] contacted our Customer Service Center on 5/26/to replace her orderBut, unfortunately, the credit card was declined by the bank again We will gladly accept a pre-paid or gift cards as payment; the card type was not an issueThe issue arose because the bank declined the transaction and we were not able to process the payment for the orderWhile we understand her frustration, we cannot take responsibility for the bank declining the transactionWe would recommend that the she speak with the card’s issuing bank to determine why the payment was denied We do hope that this explains the situation to her satisfaction, as we value of customers and work hard to keep their trust Sincerely, Curtessa P [redacted] Assistant Manager, Customer Service Direct Holdings Americas Inc
On behalf of Direct Holdings Americas Inc., I do want to apologize for any disappointment this matter might have caused After a review of this account we believe that it is no longer prudent to continue doing business with [redacted] Our records indicate that a claim of damaged items has been made with virtually every purchase that has been made from [redacted] / [redacted] ***Because we are unable to guarantee the handling of these items by [redacted] or USPS, we feel it does not make any sense to continue processing shipments Concerning the replacement for item entitled Heart of Classic Rock that went to the wrong city; this order was corrected and a replacement CD was sent to the right address on 6/18/In addition, the customer has been fully refunded for the purchase price of this order, $Refunds were processed on 6/23/in the amount of $and 7/2/in the amount of $Therefore, we do not see the need to ship out another replacement This customer has one open order for the Legendary Voices collection (which the customer has requested and received replacements for also) that has a balance due of $ The balance of this order will be charged to the customer’s credit card in two installments of $26.99, as agreed upon at the time of purchase Again, we do apologize for inconvenience or disappointment this matter might have caused but we believe that this is the best business decision We do hope that this explains the situation to your satisfaction Sincerely, CP [redacted] Assistant Manager, Customer Service Direct Holdings Americas Inc
June 2, On behalf of Direct Holdings Americas Inc., I do want to apologize for any concern or confusion this matter might have caused According to our records, [redacted] purchased the Teen Years collection via [redacted] .com on 2/11/ and opted to pay in installments of $plus applicable sales taxHis order was shipped on 2/13/ [redacted] / [redacted] products come with a 30-day money back guaranteeThis policy is disclosed on our website and included in writing with each shipment [redacted] ***’s money-back guarantee period ended on 3/22/15, as we also allow extra time for shippingThis means that the product needed to returned and in our warehouse by that date Our records indicate that [redacted] contacted our customer service center via email on 4/3/with his return request and he was informed that late returns are not accepted We are happy to replace any product that is not working properlyWe have not any other customers complain about this collection so I cannot offer an explanation as to why the CDs may not be workingI also cannot comment on any additional orders that were placed under names We are sorry if he did not understand this policy but we do not believe there has been any wrong-doing on the part of [redacted] / [redacted] ***We normally do not accept late returns but I am willing to make an exception in this caseWe would require, however, that the item(s) be returned to our corporate office so the returns and refunds could be processed manuallyPlease return the items to the address belowReturn shipping is the customer’s responsibility [redacted] / [redacted] Attn: Customer Service [redacted] *** [redacted] Fairfax, VA [redacted] We do hope that this explains the situation to his satisfaction, as Direct Holdings Americas Inctruly values our customers and work hard to keep their trust Sincerely, CP [redacted] Customer Service
On behalf of Direct Holdings Americas Inc., I do want to apologize for any inconvenience or concern this matter might have caused [redacted] ’s order for the Wonder Years collection was originally shipped on 9/18/We do apologize that is was not handled or delivered as it should have beenWe are still trying to ascertain why USPS could not deliver the package to [redacted] ’s address I also want to apologize for the service she received when calling our Customer Service CenterThe representative did not handle this situation correctly or give [redacted] the correct information regarding our company policiesIn a situation where a package is returned as “undeliverable” we certainly take the appropriate action of reshipping the order or refunding the customer, depending on whether or not we are able verify the address Our company uses several vendors in different locationsCSRs are typically not in direct contact with the warehouse; however, the she should have escalated this issue to our corporate office so that the proper research could be done with the warehouse and a resolution could be reachedThis agent will receive immediate re-training so this does not happen again Once the customer stated the package was not delivered and tracking verified that, the agent should have immediately shipped an additional package to herA second package was shipped to [redacted] on 10/10/and should arrive this weekAgain, we do apologize for the mis-handling of this situation We do hope that this explains the situation to her satisfaction, as Direct Holdings Americas Inctruly values our customers and work hard to keep their trust Sincerely, Curtessa P [redacted] Customer Service Direct Holdings Americas Inc
On behalf of Direct Holdings Americas Inc., I do want to apologize for any concern this matter might have causedHowever; we do not believe that there has been any wrong-doing on our part On 4/17/17, [redacted] purchased two products from [redacted] / [redacted] and opted to pay for each in installments to be charged every three weeksOn 6/20/14, he defaulted on that installment agreement and fourth installment payment for each order was declinedHe was sent a bill on 7/3/notifying him that his account was in default and of the outstanding balance dueWhen a customer’s account goes into default, we do not allow additional installment orders to be placed until the balance is paid To date, [redacted] still owes a total $for these two ordersWhen [redacted] contacted our Customer Service department on 7/9/14, he was told that he would have to bring his account up to date before additional installment orders could be placedWe do not believe that this was an unreasonable request; however, [redacted] became upset and told the representative that was going to report this to the Revdex.com There has been no wrong-doing on the part of [redacted] / [redacted] as it is not our responsibility to manage a customer’s financesWe notify our customers via mail when an account goes into default, as would any other company If a customer simply pays the outstanding balance due, their account could be fully re-instated In addition, [redacted] circumvented our policies and created a new account for himself on 7/9/14, with slightly different information He placed an order on 7/9/for the Doo Wop collection in five installments This order shipped on 7/11/Because of that, no additional action needs to be taken on our part We do hope that this explains the situation to your satisfaction Sincerely, Curtessa P [redacted] Assistant Manager, Customer Service Direct Holdings Americas Inc
On behalf of Direct Holdings Americas Inc. dba Time Life, I do want to apologize for any disappointment this matter might have caused. However, we do not believe that there has been any wrong-doing on the part of the Time Life. Our records show that Mr. [redacted] refused his package and received a chargeback of $89.95 that took place on 12/08/2015. Mr. [redacted] called the service center on 12/30/15 claiming he still had not received his refund. We did confirm that the money was returned, but he insisted he never received the money. Two additional chargebacks were placed on 12/9/2015, and 4/12/2016, both of which were declined by the bank. We have spoken to Mr. [redacted] several times and have referred him to his bank to resolve this matter in addition to sending us documentation that showed he had not received the chargeback. We were never contacted by his bank nor were we shown records of this chargeback reversal. In order to dispute this issue we are going to administer a check for $89.95 to the customer. For these reasons, we do not believe any additional action needs to be taken by Time Life once the check has been cashed by the customer. We do hope that this explains the situation to his satisfaction, as Direct Holdings Americas Inc. truly values our customers and work hard to keep their trust. Sincerely, L.H [redacted] Customer Service Direct Holdings Americas Inc.
From: [redacted] arial, sans-serif;">< [redacted] >Date: Sun, Dec 7, at 12:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: [email protected], I would like to close this complaint The merchant has resolved this issue to my complete satisfactionThanks, [redacted]
I am sorry if there was some confusion as you were not
specific and have made this claim numerous timesThe replacement for More Than A Feeling was shipped on 4/14/
via ***; tracking number ***The *** records show that is was
delivered to the customer’s address in ***, NY so we’re unclear as to why she
believes it was not sent to the correct place We’re happy to
send another but, again, the damage is
happening in transit after the items leave our warehouseMeaning, it is
outside our control as we cannot guarantee the handling of the package by ***
or USPS
As stated previously, we do not believe it makes sense to
continue accepting these orders due to the numerous damage claims
Regards,
CP***
Direct Holdings America Inc
March 30, On behalf of Direct Holdings Americas Inc., I do want to apologize for any concern or confusion this matter might have caused.
According to our records, *** *** purchased the Carol Burnett collection on 12/8/and
opted to pay in installments of $plus applicable sales taxWe attempted to process this order on 12/and 12/but the charges were declined by his bankWe gained authorization for the charge and shipped this order on 12/19.
*** ***/*** *** products come with a 30-day money back guaranteeThis policy is disclosed on our website and included in writing with each shipment*** ***’s money-back guarantee period ended on 1/25/15, which means this package needed to be in our warehouse by this date.
Our records indicate that this return was received on 2/9/15, which was outside of the return periodAt that time all future installments were cancelled and a letter was sent to *** *** explaining that because his return was received late and could not be processed.
He was given the option of providing proof that the return was received on time, having the item returned to him although he would be responsible for the return shipping costs or, if he did want the item back, it would be discardedWe believe this to be fair as we are giving the customer options even though they did not follow our policies
We are sorry if he did not understand this policy but we do not believe there has been any wrong-doing on the part of StarVista/*** ***We normally do not issue refunds for late returns but we are willing to make an exception in this caseA refund will be processed for the payments made to date in the amount of $97.48.
We do hope that this explains the situation to his satisfaction, as Direct Holdings Americas Inctruly values our customers and work hard to keep their trust.
Sincerely,
Curtessa P***
Assistant Manager, Customer Service
Direct Holdings Americas Incdba *** ***/*** ***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
January 11,
On behalf of Direct Holdings Americas Incdba Time Life I would like to apologize for any confusion or concern this matter might have caused.
Our records indicate that *** *** responded to a television commercial for
the Music Of Your Life collection on 11/15/During the order process she was offered the opportunity to upgrade her order to a larger, 17-CD set for payments of $plus sales taxOur records show that she agreed to this orderThe order was processed and shipped on 11/17/15.
On 11/18/*** *** contacted our Customer Service Center and requested to cancel the orderIt was explained to her that the order had already processed for shipment and could not be cancelledWe do, however, offer a 30-day money back guarantee on all ordersIf she was unhappy with the product, she could return her order by following the return instructions included with her shipment.
We typically do not issue refunds until an order had been return to our warehouse and, unfortunately, *** ***’s order has not been returned to us by USPSHowever, we have made an exception and a refund was issued for the purchase price of $on 1/4/16.
We are sorry if there was some confusion regarding her order or the return process but we do not see any wrong-doing on our partWe sincerely hope that this explains the situation to her satisfaction, as Direct Holdings Americas Inctruly values its customers and works hard to keep their trust.
Sincerely,
CP***
Assistant Manager, Customer Service
Direct Holdings Americas Inc
On behalf of Direct Holdings Americas Inc., I do want to apologize for any inconvenience or confusion this matter might have caused.
"">The offer *** *** is referring to was from a partner of Direct Holdings America Inc promoting the broadway show, Motown the Musical We contacted our partner and found that there was a technical issue with the promotional code included in the emailWe do apologize for the inconvenience.
*** *** was contact by the production company, *** *** LLC, so that this error could be rectifiedIt is our understanding that *** *** was given instructions on how to receive a refund and new tickets to the musical at the discounted price*** *** indicated that she planned to pick up the new tickets on January 13th.
We do hope that this explains the situation to the customer’s satisfaction, as Direct Holdings Americas Inctruly values our customers and work hard to keep their trust.
Sincerely,
Curtessa P***
Assistant Manager, Customer Service
Direct Holdings Americas Incdba StarVista Entertainment/Time Life
On behalf of Direct Holdings Americas Inc., I do want to apologize for any concern or confusion this matter might have caused.
Our records indicate that we received an order under the name of *** *** on 3/3/During the order
process, we inform our customers of our 30-Day Money Back Guarantee; meaning customers have days from the shipment date to return their order for a refund of the purchase price This policy is also provided in writing with every customer shipment In order to account for transit times, we build in a grace period for returnsSince ***’s order shipped on 3/5/14, it needed to be returned to our warehouse by 4/11/Because her return did not arrive in our warehouse on time she was informed that the return could not be accepted.
We are sorry if she did not understand this policy but if the customer believed that the return was due days from the date of receipt as she stated, then she still did not return the product on-time as the shipment tracking indicates that the order was delivered to her on 3/10/ We do not see any wrongdoing on the part of Direct Holdings Americas Inc., as our return policy is explained at the time purchase and provided to customers in writingWhile we do not believe we are at fault, we are willing to make an exception to resolve this matter quicklyA refund will be issued to credit card on file for the purchase price; she should see that refund on her credit/debit card within 3-business days.
We do hope that this explains the situation to their satisfaction, as Direct Holdings Americas Inctruly values our customers and work hard to keep their trust.
Sincerely,
*** ***
Assistant Manager, Customer Service
Direct Holdings Americas Inc
On behalf of Direct Holdings Americas Inc., I do want to apologize for any inconvenience or concern this matter might have caused.
We received an order on February 1st for the Golden Age of Pop collection from *** ***She opted to pay for this collection
in payments of $($total), to be charged automatically to her credit card every weeks.
Due to overwhelming demand, this product was temporarily on backorderOnce this product was placed on backorder on 1/28/14, we began notifying customers of this product’s status and delayWe do apologize, if the agent did not read the scripting correctly and inform the customer of the backorderWe will certainly address this with the agent.
The Golden Age of Pop collection became available on 3/1/and her order was prepared for shipping at this timeUnfortunately, when *** *** attempted to cancel her order on 3/2/14, it was already being prepared for shipment and could not be cancelledShe was informed on this by one of Customer Service agents
According to *** tracking number *** the order was delivered to *** *** on 3/10/ To date, *** *** has paid one installment out of the agreed upon paymentsBut, when we attempted to charge the second installment payment, her bank/ credit card company did not authorize the charge *** *** account with *** *** *** in currently in default, as she has not paid the item that was shipped to her.
We would ask that if the customer does not intend to the pay for her order, that she return it *** *** as soon as possibleShe can do so by following the return instructions that came with her package.
We do hope that this explains the situation to her satisfaction, as Direct Holdings Americas Inctruly values our customers and work hard to keep their trust.
Sincerely,
Curtessa P***
Customer Service
Direct Holdings Americas Inc
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:The cd was never delivered to my home, I don't live in *** Joel, I don't know where it was delvered to but not hereAlso, you keep on blaming *** AND USPS for the damage, it is not themthe shipping box has NO damage, it comes from your warehouse, they are shipping CRACKED CD"S Maybe you should look into quality control, so this problem doesn't happen, also, two of the cds that were re-shipped: (1) didn't play, and (1) skiped a song, it seems that you think that you have cd's that are perfect, well you don't I don't think you should call me a she, whatever you are, now I know why your customer service department is so rude and nasty, if you don't want my business that is fine, it is your problem
Regards,
*** ***
On behalf of Direct Holdings Americas Inc., I do want to apologize for any inconvenience or concern this matter might have caused.
"">When *** placer her order on 11/22/she was presented an offer from an independent 3rd party companyDuring the order process the trial terms were explained, along with information how to begin using the club rewardsWe are sorry if she did not understand the offer.
As this was an offer from a 3rd party, we do not have access their records nor was the $payment made to *** ***/*** ***The product purchased from ***/*** *** and the club entered into with The Rewards Center were two separate agreements and purchasesAny dispute involving The Rewards Center will need to be made to that company directly
We do hope that this explains the situation to their satisfaction, as Direct Holdings Americas Inctruly values our customers and work hard to keep their trust.
Sincerely,
*** ***
Assistant Manager, Customer Service
Direct Holdings Americas Incdba *** ***/*** ***
On behalf of Direct Holdings Americas Inc., I do want to apologize for any concern this matter might have causedHowever; we do not believe that there has been any wrong-doing on our part
class="MsoNormal" "margin-bottom: 0.0001pt;">On 4/17/17, [redacted] purchased two products from [redacted]/[redacted] and opted to pay for each in installments to be charged every three weeksOn 6/20/14, he defaulted on that installment agreement and fourth installment payment for each order was declinedHe was sent a bill on 7/3/notifying him that his account was in default and of the outstanding balance dueWhen a customer's account goes into default, we do not allow additional installment orders to be placed until the balance is paid To date, [redacted] still owes a total $for these two orders. When [redacted] contacted our Customer Service department on 7/9/14, he was told that he would have to bring his account up to date before additional installment orders could be placedWe do not believe that this was an unreasonable request; however, [redacted] became upset and told the representative that was going to report this to the Revdex.com.
There has been no wrong-doing on the part of [redacted]/[redacted] as it is not our responsibility to manage a customer's financesWe notify our customers via mail when an account goes into default, as would any other company If a customer simply pays the outstanding balance due, their account could be fully re-instated.
In addition, [redacted] circumvented our policies and created a new account for himself on 7/9/14, with slightly different information He placed an order on 7/9/for the Doo Wop collection in five installments This order shipped on 7/11/Because of that, no additional action needs to be taken on our part.
We do hope that this explains the situation to your satisfaction.
Sincerely,
Curtessa P[redacted]
Assistant Manager, Customer Service
Direct Holdings Americas Inc
On behalf of Direct Holdings Americas Inc., I do want to apologize for any concern this matter might have causedHowever; we do not believe that there has been any wrong-doing on our part
class="MsoNormal" "margin-bottom: 0.0001pt;">On 4/28/15, Ms[redacted] placed an order for the Soul of the 60s collection at the purchase price of $We attempted to process the order on 4/29/but her card was declined and we were not able to receive payment for the orderWe made additional attempts to gain authorization with the card given but each attempt was declined by the bank. We attempted to contact Ms[redacted] on 5/14/via phone to inform her of the credit card decline but we were unable to reach herA voicemail message was left and letter was sent to inform her of the status of the order.
Ms[redacted] contacted our Customer Service Center on 5/26/to replace her orderBut, unfortunately, the credit card was declined by the bank again.
We will gladly accept a pre-paid or gift cards as payment; the card type was not an issueThe issue arose because the bank declined the transaction and we were not able to process the payment for the orderWhile we understand her frustration, we cannot take responsibility for the bank declining the transactionWe would recommend that the she speak with the card's issuing bank to determine why the payment was denied
We do hope that this explains the situation to her satisfaction, as we value of customers and work hard to keep their trust.
Sincerely,
Curtessa P[redacted]
Assistant Manager, Customer Service
Direct Holdings Americas Inc