On behalf of Direct Holdings Americas Inc., I do want to apologize for any concern or confusion this matter might have caused. However, our records do not coincide with [redacted]’s description of the situation.
face="Tahoma, sans-serif">At Time Life, we offer a 30-day money back guarantee on most products; however, return shipping is the responsibility of the customer and is not refundable. The return and refund policy was included in writing with her purchase.
Our records indicate that [redacted] contacted our Customer Service Center on 10/27/15 and stated that she was unhappy with her purchase. She was given instructions on how and where to return the item. She was not told that we would pay for the return shipping.
On 11/6/15, she spoke to Brenda who again explained the policy and informed the customer that she would be refunded for the product purchase price. During this call, the customer’s phone disconnected but this was not initiated by our Customer Service Center.
We received the customer’s return on 11/11/15 and she was refunded for the product purchase price on $107.95.
We do not see any wrongdoing on the part of [redacted] as the return policy was provided to the customer in writing with her purchase. And, we cannot find any indication that she was told otherwise by any customer service agent. Therefore, we do not believe any additional action needs to be taken by Time Life.
We do hope that this explains the situation to her satisfaction, as Direct Holdings Americas Inc. truly values our customers and work hard to keep their trust.
Sincerely, C. P[redacted] Customer ServiceDirect Holdings Americas Inc.
December 18, 2015
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 and [redacted]’s statement indicate that he did not purchase these items directly from Time Life. Items purchased from retail stores or online re-sellers such as [redacted], will need to be returned or exchanged with the retail store/seller, as they are ones who received payment from [redacted].
In addition, there was no promise or offer a free collection made to [redacted] by Time Life; the agent was merely asking what resolution [redacted] was seeking. We do not believe it is reasonable to request a free item, as he had the opportunity to return his purchase but did not comply with the company's or seller’s return policies. For these reasons, we do not believe any additional action needs to be taken by Time Life.
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,
C. P[redacted]
Customer Service
Direct Holdings Americas Inc.
On behalf of Direct Holdings Americas Inc. I would like to
apologize for any inconvenience or concern this matter might have caused.
Unfortunately, due to a technical error, we’ve been unable
to retrieve the recording of this call as of yet. And, therefore, are unable
to verify this customer’s claim. However,
a refund has been processed for the purchase price of $304.04.
Our technical department is currently working to recover
the call recording. If we do find that this agent made an error in processing
this order, they will be disciplined accordingly. We do appreciate your patience
and understanding in this matter.
Sincerely,
C. P[redacted]
Customer Service
Direct Holdings Americas Inc.
June 2, 2015
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 2/11/15...
and opted to pay in 5 installments of $35.98 plus applicable sales tax. His order was shipped on 2/13/15.
[redacted] products come with a 30-day money back guarantee. This 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 shipping. This 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 4/3/15 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 properly. We have not any other customers complain about this collection so I cannot offer an explanation as to why the CDs may not be working. I also cannot comment on any additional orders that were placed under false 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]. We normally do not accept late returns but I am willing to make an exception in this case. We would require, however, that the item(s) be returned to our corporate office so the returns and refunds could be processed manually. Please return the items to the address below. Return shipping is the customer’s responsibility.
[redacted]
Attn: Customer Service
[redacted]
Fairfax, VA [redacted]
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,
C. P[redacted]
Customer Service
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]. 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 6/18/14. In addition, the customer has been fully refunded for the purchase
price of this order, $107.96. Refunds were processed on 6/23/14 in the amount
of $80.97 and 7/2/14 in the amount of $26.99. 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 $53.97.
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,
C. P[redacted]
Assistant Manager, Customer Service
Direct Holdings Americas Inc.
We are sorry to hear that [redacted] is still unhappy. We make every attempt to bring in new inventory as quickly as possible. The CSR quoted the expected ship date to [redacted], however there were no guarantees as manufacturing and shipping delays are sometimes unforeseen. Our company acted in good faith in processing and shipping this order.
We’ve taken the liberty of emailing a copy of [redacted]’s order call to the email address on file. When she listens to it she will hear that she changed her mind during the call and asked for the order to be placed in five installments to be billed automatically to her credit card. Meaning, the order was placed correctly. The invoice and shipping confirmations stated that she had been charged for her first installment of $29.99 and that the balance due on her account was $119.96. We are sorry if she found the statement to be confusing.
We do not believe this set was falsely advertised, as she claimed. However, in the interests of everyone’s time, we are going to clear the balance and close [redacted]’s account with [redacted]. We do hope that she enjoys the music that she received.
Regards,
Curtessa P[redacted]
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 response. If no reason is received your complaint will be closed as...
Answered]
Complaint: [redacted]
I am rejecting this response because:after many phone calls, and being told they are "expediting" the refund, we have yet to receive any refund.
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 installments. There 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 yourself. I have already contacted the vendor about this.
From: [redacted]
arial, sans-serif;"><[redacted]>Date: Sun, Dec 7, 2014 at 12:53 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 satisfaction.
Thanks,
[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.
Regards,
[redacted]
On behalf of Direct Holdings Americas Inc., I do want to apologize for any concern or confusion this matter might have caused.
**. [redacted] purchased the Carol Crack...
Ups collection via our website on 12/12/13 and chose to pay in 5 installments. The first installment is billed once the product ships and the remaining installments are billed every 21 days thereafter. **. [redacted]’s installments payments have been processed on schedule. To date, she has paid 4 installments which were processed on 12/16/13, 1/6/14, 1/27/14 and 2/17/14. The last installment is scheduled for 3/10/14.
**. [redacted]’s claim of an installment being charged early is incorrect. As the installment payments were processed every 21 days as quoted, we do not see any wrongdoing on our part. Therefore, we do not believe **. [redacted] is entitled to a refund or reimbursement of overdraft fees.
We do hope that this explains the situation to her satisfaction, as Direct Holdings Americas Inc. truly values our customers and work hard to keep their trust.
Sincerely,
[redacted]
Assistant Manager, Customer Service
Direct Holdings Americas Inc.
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 [redacted] responded to commercial for the Power of Love collection on 7/10/2013. The commercial he...
responded to advertised the Power of Love collection for 5 payments of $29.99. During the order call, the offer and price was stated with clarification that applicable tax would be applied to the order. He was asked if he would like move forward with this order and he indicated "Yes". During the call, the option was given to pay for this order in one full payment of $149.95, the customer declined and opted for two payments of 74.97, plus applicable sales tax. The order was processed accordingly and shipped on 7/12/2013. The first installment of $74.97 plus $13.50 sales tax was charged at that time.
**. [redacted] defaulted on this installment payment arrangement and his account was sent to our billing department as a result. Billing notices were sent on 9/12/13, 10/24/13, 12/5/13 and 1/16/14 asking him to make good on his order.
We do not see any wrong-doing on our part as the price of the collection was stated in the commercial and again when the order was placed. Since the customer agreed to this price, we believe that he should pay for this collection as he initially agreed; we do not believe that he is entitled to a refund.
We do hope that this explains the situation to the customer’s satisfaction, as Direct Holdings Americas Inc. truly values our customers and work hard to keep their trust.
Sincerely,
[redacted]
Assistant Manager, 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 response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: The damage cd's are send to me from your warehouse, not [redacted] or usps The plastic is cracked and the cd's are cracked., The cd that went to the wrong city is More than a feeling. it was in April 13th, order no. [redacted], it had nothing to do with heart of classic rock, so there was nothing replaced.
Regards,
[redacted]
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]
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 9/18/14. We do apologize that
is was not handled or delivered as it should have been. We 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 Center. The
representative did not handle this situation correctly or give [redacted] the
correct information regarding our company policies. In 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 locations. CSRs 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 reached. This 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 her. A second package was shipped
to [redacted] on 10/10/14 and should arrive this week. . Again, 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 Inc. truly 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. 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.
On behalf of Direct Holdings Americas Inc., I do want to apologize for any concern or confusion this matter might have caused. However, our records do not coincide with [redacted]’s description of the situation.
face="Tahoma, sans-serif">At Time Life, we offer a 30-day money back guarantee on most products; however, return shipping is the responsibility of the customer and is not refundable. The return and refund policy was included in writing with her purchase.
Our records indicate that [redacted] contacted our Customer Service Center on 10/27/15 and stated that she was unhappy with her purchase. She was given instructions on how and where to return the item. She was not told that we would pay for the return shipping.
On 11/6/15, she spoke to Brenda who again explained the policy and informed the customer that she would be refunded for the product purchase price. During this call, the customer’s phone disconnected but this was not initiated by our Customer Service Center.
We received the customer’s return on 11/11/15 and she was refunded for the product purchase price on $107.95.
We do not see any wrongdoing on the part of [redacted] as the return policy was provided to the customer in writing with her purchase. And, we cannot find any indication that she was told otherwise by any customer service agent. Therefore, we do not believe any additional action needs to be taken by Time Life.
We do hope that this explains the situation to her satisfaction, as Direct Holdings Americas Inc. truly values our customers and work hard to keep their trust.
Sincerely, C. P[redacted] Customer ServiceDirect Holdings Americas Inc.
December 18, 2015
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 and [redacted]’s statement indicate that he did not purchase these items directly from Time Life. Items purchased from retail stores or online re-sellers such as [redacted], will need to be returned or exchanged with the retail store/seller, as they are ones who received payment from [redacted].
In addition, there was no promise or offer a free collection made to [redacted] by Time Life; the agent was merely asking what resolution [redacted] was seeking. We do not believe it is reasonable to request a free item, as he had the opportunity to return his purchase but did not comply with the company's or seller’s return policies. For these reasons, we do not believe any additional action needs to be taken by Time Life.
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,
C. P[redacted]
Customer Service
Direct Holdings Americas Inc.
margin-left:6.75pt;mso-table-rspace:9.0pt;margin-right:6.75pt;mso-table-anchor-v...⇄ /> page;mso-table-anchor-horizontal:margin;mso-table-left:center;mso-table-top:
135.9pt;mso-padding-alt:0in 5.4pt 0in 5.4pt;mso-border-insideh:.5pt solid windowtext;
mso-border-insidev:.5pt solid windowtext">
On behalf of Direct Holdings Americas Inc. I would like to
apologize for any inconvenience or concern this matter might have caused.
Unfortunately, due to a technical error, we’ve been unable
to retrieve the recording of this call as of yet. And, therefore, are unable
to verify this customer’s claim. However,
a refund has been processed for the purchase price of $304.04.
Our technical department is currently working to recover
the call recording. If we do find that this agent made an error in processing
this order, they will be disciplined accordingly. We do appreciate your patience
and understanding in this matter.
Sincerely,
C. P[redacted]
Customer Service
Direct Holdings Americas Inc.
June 2, 2015
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 2/11/15...
and opted to pay in 5 installments of $35.98 plus applicable sales tax. His order was shipped on 2/13/15.
[redacted] products come with a 30-day money back guarantee. This 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 shipping. This 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 4/3/15 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 properly. We have not any other customers complain about this collection so I cannot offer an explanation as to why the CDs may not be working. I also cannot comment on any additional orders that were placed under false 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]. We normally do not accept late returns but I am willing to make an exception in this case. We would require, however, that the item(s) be returned to our corporate office so the returns and refunds could be processed manually. Please return the items to the address below. Return shipping is the customer’s responsibility.
[redacted]
Attn: Customer Service
[redacted]
Fairfax, VA [redacted]
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,
C. P[redacted]
Customer Service
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]. 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 6/18/14. In addition, the customer has been fully refunded for the purchase
price of this order, $107.96. Refunds were processed on 6/23/14 in the amount
of $80.97 and 7/2/14 in the amount of $26.99. 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 $53.97.
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,
C. P[redacted]
Assistant Manager, Customer Service
Direct Holdings Americas Inc.
We are sorry to hear that [redacted] is still unhappy. We make every attempt to bring in new inventory as quickly as possible. The CSR quoted the expected ship date to [redacted], however there were no guarantees as manufacturing and shipping delays are sometimes unforeseen. Our company acted in good faith in processing and shipping this order.
We’ve taken the liberty of emailing a copy of [redacted]’s order call to the email address on file. When she listens to it she will hear that she changed her mind during the call and asked for the order to be placed in five installments to be billed automatically to her credit card. Meaning, the order was placed correctly. The invoice and shipping confirmations stated that she had been charged for her first installment of $29.99 and that the balance due on her account was $119.96. We are sorry if she found the statement to be confusing.
We do not believe this set was falsely advertised, as she claimed. However, in the interests of everyone’s time, we are going to clear the balance and close [redacted]’s account with [redacted]. We do hope that she enjoys the music that she received.
Regards,
Curtessa P[redacted]
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 response. If no reason is received your complaint will be closed as...
Answered]
Complaint: [redacted]
I am rejecting this response because:after many phone calls, and being told they are "expediting" the refund, we have yet to receive any refund.
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 installments. There 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 yourself. I have already contacted the vendor about this.
Regards,
[redacted]
From: [redacted]
arial, sans-serif;"><[redacted]>Date: Sun, Dec 7, 2014 at 12:53 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 satisfaction.
Thanks,
[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.
Regards,
[redacted]
On behalf of Direct Holdings Americas Inc., I do want to apologize for any concern or confusion this matter might have caused.
**. [redacted] purchased the Carol Crack...
Ups collection via our website on 12/12/13 and chose to pay in 5 installments. The first installment is billed once the product ships and the remaining installments are billed every 21 days thereafter. **. [redacted]’s installments payments have been processed on schedule. To date, she has paid 4 installments which were processed on 12/16/13, 1/6/14, 1/27/14 and 2/17/14. The last installment is scheduled for 3/10/14.
**. [redacted]’s claim of an installment being charged early is incorrect. As the installment payments were processed every 21 days as quoted, we do not see any wrongdoing on our part. Therefore, we do not believe **. [redacted] is entitled to a refund or reimbursement of overdraft fees.
We do hope that this explains the situation to her satisfaction, as Direct Holdings Americas Inc. truly values our customers and work hard to keep their trust.
Sincerely,
[redacted]
Assistant Manager, Customer Service
Direct Holdings Americas Inc.
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 [redacted] responded to commercial for the Power of Love collection on 7/10/2013. The commercial he...
responded to advertised the Power of Love collection for 5 payments of $29.99. During the order call, the offer and price was stated with clarification that applicable tax would be applied to the order. He was asked if he would like move forward with this order and he indicated "Yes". During the call, the option was given to pay for this order in one full payment of $149.95, the customer declined and opted for two payments of 74.97, plus applicable sales tax. The order was processed accordingly and shipped on 7/12/2013. The first installment of $74.97 plus $13.50 sales tax was charged at that time.
**. [redacted] defaulted on this installment payment arrangement and his account was sent to our billing department as a result. Billing notices were sent on 9/12/13, 10/24/13, 12/5/13 and 1/16/14 asking him to make good on his order.
We do not see any wrong-doing on our part as the price of the collection was stated in the commercial and again when the order was placed. Since the customer agreed to this price, we believe that he should pay for this collection as he initially agreed; we do not believe that he is entitled to a refund.
We do hope that this explains the situation to the customer’s satisfaction, as Direct Holdings Americas Inc. truly values our customers and work hard to keep their trust.
Sincerely,
[redacted]
Assistant Manager, 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 response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: The damage cd's are send to me from your warehouse, not [redacted] or usps The plastic is cracked and the cd's are cracked., The cd that went to the wrong city is More than a feeling. it was in April 13th, order no. [redacted], it had nothing to do with heart of classic rock, so there was nothing replaced.
Regards,
[redacted]
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]
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 9/18/14. We do apologize that
is was not handled or delivered as it should have been. We 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 Center. The
representative did not handle this situation correctly or give [redacted] the
correct information regarding our company policies. In 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 locations. CSRs 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 reached. This 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 her. A second package was shipped
to [redacted] on 10/10/14 and should arrive this week. . Again, 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 Inc. truly 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. 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.