I have received and investigated the complaintfrom Mr[redacted] , our records show that on September 2, was offered and accepted a membership in our Passport to Health program The offer was made by one of our customer service representatives during a follphone call.Passport to Health offers savings and discounts on healthcare expenses which may not be covered by insurance The cost of this membership, which is billed montly is $for the first month and then $until the customer chooses to cancel This information, along with specific information on how to cancel the membership is explained when the membership is offered, and is also included in the membreship materials mailed after acceptance.I did review the call and Mr [redacted] verbal agreement to try the membership was "Ok"We are committed to customer satisfact and we work hard to ensure our customers are satisfied with their shopping experiences with our company We have procedures in place to ensure our customers are fully informed about the membership programs and that all appropriate disclosures are provided when they accept an offer to try the program The customer is provided with a number to call and cancel their membership if they do not wish to continue.At this time, we did get an authorization to bill his credit card for $(first month's cost) But as yet it has not been charged I have canceled the program today, and no charges will be posted to his credit card.Customer satisfaction is a priority at DrLeonards If I can be of any further assistance, please contact me directly.Sincerely, [redacted] Director of Order ServicesDrLeonard's Healthcare Corp[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 meRegards, [redacted]
I have received and investigated the complaint from [redacted] We do show the original order and the check that was included with the order At that time, the check was $short of the amount due I have searched all of our records and cannot find that we ever received or cashed a check for the $ The problem should have been escalated when the customer called on April 25, I have processed the order and it will be shipped tomorrow via priority mail It should be delivered within five to seven business days Our customers are very important to us I apologize for any inconvenience that we have caused her, and hope that she will consider buying from us in the future Sincerely, [redacted] Director of Order Services
I have received and investigated the complaint from Ms [redacted] The $charge is clearly stated on our order form We have received the refused order back and a credit for the item was issued to her Discover card on 3/24/ The credit was for the price of the item only Our policy in the returns department is to issue a refund of the Postage and Handling only if the items are returned for being damaged or defective As a courtesy I have issued another credit to her account today, for the $she was changed for Postage, Handling and the Replacement fee I apologize for any inconvenience that we have caused her Sincerely, [redacted] Director of Order Services
I have investigated the complaint from Ms [redacted] and have found that the balance is from an order that was placed in April of Our tracking information shows that the order was delivered on April 30, 2014.We did not hear from this customer until August 8, telling us that the package had not been receivedAt that time she was told that we must be notified of a lost package within days of shipping and since that had not been done, she would be responsible for payment of the order She placed another order on May 11, and this order was also not claimed as not received Since it was less than days, credit was given immediately.As a courtesy I have issued a credit today for the balance due which did include late fees and finance charges, when processed the balance on the account will be $0.00, but the account will remain closed.I can be of any further assistance, please contact me directly.Sincerely, [redacted] Director of Order Services?
I received and investigated the complaint from Ms [redacted] , and want to apologize for the inconvenience that we have caused us I have been unable to locate the return, but do see that it was delivered to our return processing facility I have issued two credits to her credit card, one for $for the boots, and another for the $for the express shipping that was originally requested We do try very hard to process all orders and returns accurately, but in this case it is an oversite on our part Again, I am sorry, and if I can be of any further assistance, please contact me directly
Hello, I just ordered pair of 20-compression stockings for my husband who has veinous insufficiency, resulting from cellulitisOrder arrived very quickly, like within of the days expectedSocks are nicely sized of great quality, and they had a huge variety of colors: black, white, navy, blue, gret and browncost $a pair when purchased in quantity of 5, very pleased with purchase
The credit was issued to the *** card ending in *** - the credit was processed through our system on 10/24/16. It was processed to *** *** on 10/25/- under transaction # *** If any other information is needed, don't hesitate to contact me
Sincerely,
*** ***
Director of Order Services
I received and investigated the complaint from Ms***. When she called about the defective pants, our agent should have issued her an immediate refund and told her to dispose of the two parts of pants. Since the items were $14.99, it is our practice to just discard the item, and
not bother the customer with the return of the item.I do see that when she called again on 10/24/16, that the credit of $was issued to the visa card used in the purchase. I will speak to the agents involved in not following procedure. I apologize for the inconvenience that we have caused. If I can be of any further assistance, please contact me directlySincerely,
*** ***
Director of Order Services
I have received and investigated the complaint from Mr***. Our records do indicate that the orders were placed and shipped from an address that is different from his, and have contacted our credit department of this. It appears that the collection agency used to
recover this debt sent the notices to him. I see from the comments in our system, that we tried to send the "Fraud Packett" on January 13, and again on January 20, 2014. We are not sure as to why he did not receive it. On February 11, we actually faxed the package to him, and he promptly returned it. On that day we contacted our credit department to stop all collection efforts and to contact the credit bureau to correct the information supplied. This will be done within the next days. I will keep a close eye on the account to make sure that this does happen
I apologize for the inconvenience we have caused this customer, and if there is anything else that I can do, please contact me directly
Sincerely,
*** ***
Director of Order Services
***
I have again contacted our credit department, giving them the information supplied by Mr***. I have been told that they are trying to reach the customer directly so that they can resolve the address discrepancy and get his orders released. They cannot do anything about the discrepancy the bureaus are reporting on his address, and suggest that he may want to contact them and make sure they have his correct address on file.
I apologize for the inconvenience we have caused him, and if I can do anything further to help, please let me knowSincerely,
Pat N
Director of Order Services
[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,
*** ***
I have received and investigated the complaint from *** ***. We do show the original order and the check that was included with the order. At that time, the check was $short of the amount due. I have searched all of our records and cannot find that we ever received
or cashed a check for the $3.09. The problem should have been escalated when the customer called on April 25,
I have processed the order and it will be shipped tomorrow via priority mail. It should be delivered within five to seven business days. Our customers are very important to us. I apologize for any inconvenience that we have caused her, and hope that she will consider buying from us in the future
Sincerely,
*** ***
Director of Order Services
[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:
In reference to complaint ID***, the company sent me an email the complaint has been resolved. Thank you for your assistance
Regards, *** ***
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
ADDED: The personal stress induced by their poor handling of the situation (threats to affect my credit rating) could have been avoided if they had investigated the problem correctly in the first place. They should be monitored so that others are not intimidated in a similar manner. Hopefully this will result in better business practices by them. Thank you Revdex.com for your excellent assistance with this matter
I have received and investigated the complaint from Ms*** and would like to apologize for the delay in shipping of her order. Our shipping time is one day after receipt and I have no explanation as to why this order did not go out. I have addressed the poor customer service
with the agents involved. The order should have been re-issued and shipped when Ms*** called us on May 16, for the status of her order.She have been given full credit for the order which was delivered to her on June 7, at 3:11pm as per FedEx Tracking. I am sorry but it is not our practice to refund more than the price of the orderSincerely,
*** ***
Director of Order Services
I have received and investigated the complaint from *** ***. The order for the jacket was placed on September 9, 2014, for the amount of $38.93. Since no payments were received his "Shop Now Pay Plan" account was turned over to collectionsWe did receive payment in full -
$which included finance charges and late fees on March 2, 2015. When a credit account is turned over to a collection agency, the account is coded as such, and no other orders, regardless of the method of payment are accepted on that account. We do not have the ability to charge the status of the account. Our credit department can be reached at *** for further explanationsPlease contact me directly is I can be of any further assistance
Sincerely,
*** ***
Director of Order Services
I have received and investigated the complaint from Ms***. The original order was placed on Marc 29,and our tracking system shows it was delivered on April 4, 2014. The order was for five white tank tops, items totaled $14.95, plus $for handling and replacement fees.
When Ms*** returned the items, she used our "Smart Label" which is a label attached to the packing slip clearling stating that their is a $charge for the use of the label
Our procedure for return goods, is that if the item is damaged or defective, we refund all charges, otherwise the charges are deducted from the refund. Ms*** was explained all of this when she contacted us on April 23, 2014.
Our customers are important to us, so as a one time courtesy, I have issued a credit to her Master Card for the $label fee
If I can be of any other assistance, please contact me directly
I have received and investigated the complaint from Ms***. I do have a record of the orders that were placed and a down payment requested on each one of them. I have contacted our credit department and have been advised as follows:
Federal law
requires the consumer reporting agencies to return a flag that indicates an address discrepancy when the address submitted for a report request does not match the current address or any previous or alternate address the agency has on file for the consumer. It is one of the fraud prevention/mitigation measures required by the FACT Act which amended the Fair Credit Reporting Act.The law also mandates that the creditor processing the consumer credit report must have reasonable policies and procedures for handling the address discrepancy notices. If they cannot independently determine that the address is correct (we can occasionally for buyers), we request a down payment. The down payment deters fraudsters and, if made, provides confirmation that the person requesting the extension of credit is actually who they say they areIf the customer has any other questions, I would like to refer him to our credit department, which can be reached at ***Sincerely,
Pat N
Director of Order Services
I have received and investigated the complaint from Ms***. The $charge is clearly stated on our order form. We have received the refused order back and a credit for the item was issued to her Discover card on 3/24/14. The credit was for the price of the item
only. Our policy in the returns department is to issue a refund of the Postage and Handling only if the items are returned for being damaged or defective
As a courtesy I have issued another credit to her account today, for the $she was changed for Postage, Handling and the Replacement fee
I apologize for any inconvenience that we have caused her
Sincerely,
*** ***
Director of Order Services
I have received and investigated the complaintfrom Mr[redacted] , our records show that on September 2, was offered and accepted a membership in our Passport to Health program The offer was made by one of our customer service representatives during a follphone call.Passport to Health offers savings and discounts on healthcare expenses which may not be covered by insurance The cost of this membership, which is billed montly is $for the first month and then $until the customer chooses to cancel This information, along with specific information on how to cancel the membership is explained when the membership is offered, and is also included in the membreship materials mailed after acceptance.I did review the call and Mr [redacted] verbal agreement to try the membership was "Ok"We are committed to customer satisfact and we work hard to ensure our customers are satisfied with their shopping experiences with our company We have procedures in place to ensure our customers are fully informed about the membership programs and that all appropriate disclosures are provided when they accept an offer to try the program The customer is provided with a number to call and cancel their membership if they do not wish to continue.At this time, we did get an authorization to bill his credit card for $(first month's cost) But as yet it has not been charged I have canceled the program today, and no charges will be posted to his credit card.Customer satisfaction is a priority at DrLeonards If I can be of any further assistance, please contact me directly.Sincerely, [redacted] Director of Order ServicesDrLeonard's Healthcare Corp[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 meRegards, [redacted]
I have received and investigated the complaint from [redacted] We do show the original order and the check that was included with the order At that time, the check was $short of the amount due I have searched all of our records and cannot find that we ever received or cashed a check for the $ The problem should have been escalated when the customer called on April 25, I have processed the order and it will be shipped tomorrow via priority mail It should be delivered within five to seven business days Our customers are very important to us I apologize for any inconvenience that we have caused her, and hope that she will consider buying from us in the future Sincerely, [redacted] Director of Order Services
I have received and investigated the complaint from Ms [redacted] The $charge is clearly stated on our order form We have received the refused order back and a credit for the item was issued to her Discover card on 3/24/ The credit was for the price of the item only Our policy in the returns department is to issue a refund of the Postage and Handling only if the items are returned for being damaged or defective As a courtesy I have issued another credit to her account today, for the $she was changed for Postage, Handling and the Replacement fee I apologize for any inconvenience that we have caused her Sincerely, [redacted] Director of Order Services
I have investigated the complaint from Ms [redacted] and have found that the balance is from an order that was placed in April of Our tracking information shows that the order was delivered on April 30, 2014.We did not hear from this customer until August 8, telling us that the package had not been receivedAt that time she was told that we must be notified of a lost package within days of shipping and since that had not been done, she would be responsible for payment of the order She placed another order on May 11, and this order was also not claimed as not received Since it was less than days, credit was given immediately.As a courtesy I have issued a credit today for the balance due which did include late fees and finance charges, when processed the balance on the account will be $0.00, but the account will remain closed.I can be of any further assistance, please contact me directly.Sincerely, [redacted] Director of Order Services?
I received and investigated the complaint from Ms [redacted] , and want to apologize for the inconvenience that we have caused us I have been unable to locate the return, but do see that it was delivered to our return processing facility I have issued two credits to her credit card, one for $for the boots, and another for the $for the express shipping that was originally requested We do try very hard to process all orders and returns accurately, but in this case it is an oversite on our part Again, I am sorry, and if I can be of any further assistance, please contact me directly
Hello, I just ordered pair of 20-compression stockings for my husband who has veinous insufficiency, resulting from cellulitisOrder arrived very quickly, like within of the days expectedSocks are nicely sized of great quality, and they had a huge variety of colors: black, white, navy, blue, gret and browncost $a pair when purchased in quantity of 5, very pleased with purchase
The credit was issued to the *** card ending in *** - the credit was processed through our system on 10/24/16. It was processed to *** *** on 10/25/- under transaction # *** If any other information is needed, don't hesitate to contact me
Sincerely,
*** ***
Director of Order Services
I received and investigated the complaint from Ms***. When she called about the defective pants, our agent should have issued her an immediate refund and told her to dispose of the two parts of pants. Since the items were $14.99, it is our practice to just discard the item, and
not bother the customer with the return of the item.I do see that when she called again on 10/24/16, that the credit of $was issued to the visa card used in the purchase. I will speak to the agents involved in not following procedure. I apologize for the inconvenience that we have caused. If I can be of any further assistance, please contact me directlySincerely,
*** ***
Director of Order Services
I have received and investigated the complaint from Mr***. Our records do indicate that the orders were placed and shipped from an address that is different from his, and have contacted our credit department of this. It appears that the collection agency used to
recover this debt sent the notices to him. I see from the comments in our system, that we tried to send the "Fraud Packett" on January 13, and again on January 20, 2014. We are not sure as to why he did not receive it. On February 11, we actually faxed the package to him, and he promptly returned it. On that day we contacted our credit department to stop all collection efforts and to contact the credit bureau to correct the information supplied. This will be done within the next days. I will keep a close eye on the account to make sure that this does happen
I apologize for the inconvenience we have caused this customer, and if there is anything else that I can do, please contact me directly
Sincerely,
*** ***
Director of Order Services
***
I have again contacted our credit department, giving them the information supplied by Mr***. I have been told that they are trying to reach the customer directly so that they can resolve the address discrepancy and get his orders released. They cannot do anything about the discrepancy the bureaus are reporting on his address, and suggest that he may want to contact them and make sure they have his correct address on file.
I apologize for the inconvenience we have caused him, and if I can do anything further to help, please let me knowSincerely,
Pat N
Director of Order Services
[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,
*** ***
I have received and investigated the complaint from *** ***. We do show the original order and the check that was included with the order. At that time, the check was $short of the amount due. I have searched all of our records and cannot find that we ever received
or cashed a check for the $3.09. The problem should have been escalated when the customer called on April 25,
I have processed the order and it will be shipped tomorrow via priority mail. It should be delivered within five to seven business days. Our customers are very important to us. I apologize for any inconvenience that we have caused her, and hope that she will consider buying from us in the future
Sincerely,
*** ***
Director of Order Services
[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:
In reference to complaint ID***, the company sent me an email the complaint has been resolved. Thank you for your assistance
Regards, *** ***
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
ADDED: The personal stress induced by their poor handling of the situation (threats to affect my credit rating) could have been avoided if they had investigated the problem correctly in the first place. They should be monitored so that others are not intimidated in a similar manner. Hopefully this will result in better business practices by them. Thank you Revdex.com for your excellent assistance with this matter
I have received and investigated the complaint from Ms*** and would like to apologize for the delay in shipping of her order. Our shipping time is one day after receipt and I have no explanation as to why this order did not go out. I have addressed the poor customer service
with the agents involved. The order should have been re-issued and shipped when Ms*** called us on May 16, for the status of her order.She have been given full credit for the order which was delivered to her on June 7, at 3:11pm as per FedEx Tracking. I am sorry but it is not our practice to refund more than the price of the orderSincerely,
*** ***
Director of Order Services
I have received and investigated the complaint from *** ***. The order for the jacket was placed on September 9, 2014, for the amount of $38.93. Since no payments were received his "Shop Now Pay Plan" account was turned over to collectionsWe did receive payment in full -
$which included finance charges and late fees on March 2, 2015. When a credit account is turned over to a collection agency, the account is coded as such, and no other orders, regardless of the method of payment are accepted on that account. We do not have the ability to charge the status of the account. Our credit department can be reached at *** for further explanationsPlease contact me directly is I can be of any further assistance
Sincerely,
*** ***
Director of Order Services
I have received and investigated the complaint from Ms***. The original order was placed on Marc 29,and our tracking system shows it was delivered on April 4, 2014. The order was for five white tank tops, items totaled $14.95, plus $for handling and replacement fees.
When Ms*** returned the items, she used our "Smart Label" which is a label attached to the packing slip clearling stating that their is a $charge for the use of the label
Our procedure for return goods, is that if the item is damaged or defective, we refund all charges, otherwise the charges are deducted from the refund. Ms*** was explained all of this when she contacted us on April 23, 2014.
Our customers are important to us, so as a one time courtesy, I have issued a credit to her Master Card for the $label fee
If I can be of any other assistance, please contact me directly
I have received and investigated the complaint from Ms***. I do have a record of the orders that were placed and a down payment requested on each one of them. I have contacted our credit department and have been advised as follows:
Federal law
requires the consumer reporting agencies to return a flag that indicates an address discrepancy when the address submitted for a report request does not match the current address or any previous or alternate address the agency has on file for the consumer. It is one of the fraud prevention/mitigation measures required by the FACT Act which amended the Fair Credit Reporting Act.The law also mandates that the creditor processing the consumer credit report must have reasonable policies and procedures for handling the address discrepancy notices. If they cannot independently determine that the address is correct (we can occasionally for buyers), we request a down payment. The down payment deters fraudsters and, if made, provides confirmation that the person requesting the extension of credit is actually who they say they areIf the customer has any other questions, I would like to refer him to our credit department, which can be reached at ***Sincerely,
Pat N
Director of Order Services
I have received and investigated the complaint from Ms***. The $charge is clearly stated on our order form. We have received the refused order back and a credit for the item was issued to her Discover card on 3/24/14. The credit was for the price of the item
only. Our policy in the returns department is to issue a refund of the Postage and Handling only if the items are returned for being damaged or defective
As a courtesy I have issued another credit to her account today, for the $she was changed for Postage, Handling and the Replacement fee
I apologize for any inconvenience that we have caused her
Sincerely,
*** ***
Director of Order Services