Duxiana

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

because:

The company has not called me as requested. I have gotten one email response stating they were about to send one order but the other was still in processing and would be expedited shipped to me. I do not want either item as they are over a month late and I want a refund for each item. I do not want them shipped to me. No call has been made to discuss this and I can not reach a person when I call customer service!
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

As stated previously, we are unable to provide a refund as outlined in our policy which is available for review on the website and/or by following this link:  [redacted]  We have explained this to the customer and have replaced her items well after the 30 day re-design policy expired and the item(s) were under the warranty (which also expired by the time the customer reached out to customer service).  We have and will continue to work with the customer (who does not dispute that we are attempting to work with her) and have no idea why the customer has initiated this dispute.   initiated

Attn: [redacted],  This is a copy paste from the review page - With all due respect, please either delete this complaint or the review.  Customer Service’s standard operational hours are M-F 9-5:30 est. However, to keep up with the volume of Holiday emails requesting tracking information...

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

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 and the matter has been resolved.
Sincerely,
[redacted]

Regrettably, this item is a retired design from 4 years ago. We are not able to make the exact necklace as the design has changed. We will gladly work with the customer to resolve this but we are not a jeweler that will hand craft a new design according to specs. We personalize the latest designs we...

marker on our website. Regrettably, there is no way for us to satisfy the customer as the 4 year old design is not available anymore.

For clarity - we contract with both [redacted] and [redacted] to ship our merchandise. Both companies have a partnership agreement with [redacted] to perform what is called a "last mile delivery" - which means that the local postal carrier will deliver the order to the door. I have attached the tracking from the same [redacted] information provided earlier via this portal.  Please note that if you wish to track the package via the [redacted] portal you must use the  [redacted]   tracking number on the bottom of the page.

We did in fact order a replacement for the customer - and after being advised of our willingness to resolve for the customer- the customer requested that the replacement order be cancelled and as per the complaint listed here - has advised that although she had received 4 of 5 items - wants a refund...

for the entire order. We are still interested in seeking a resolution with the customer - please advise. We regret that we will not be able to issue a refund for personalized items as outlined in our company policy.

as indicated here, the $9.95 is for shipping and handling and is not included in the groupon purchase. I have attached the original order confirmation showing the debit of the journal, the shipping charge and the credit of the groupon code. As per every deal available on Groupon - (Groupon labels the section "the fine print" , because it is information to note)  The Fine PrintPromotional value expires 90 days after purchase. Amount paid never expires. Limit 3 per person, may buy 2 additional as gifts. Limit 1 per order. Valid online only. Valid only for option purchased. Shipping not included. Does not ship to AK/HI/Canada/Puerto Rico. Most orders ship within 12 business days from the redemption date. Does not ship to PO boxes. No returns. Voucher is non-transferable. Merchant is solely responsible to purchasers for the care and quality of the advertised goods and services.

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 and the matter has been resolved.They shipped my item and it was received today THANK YOU
Sincerely,
[redacted]...

Revdex.com:I received the flag yesterday in the mail; exactly one month and 4 days after I originally ordered it. I learned my lesson from this company and Groupon: I'll never order again. I thank you for your help.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

While we appreciate the feedback I would like to point out several issues: First - the customer was aware that this item was plated as the invoice forwarded by the customer indicates Rose Gold OVER Silver. This item is most assuredly not fake; however, the customer purchased a plated...

item. Second - our policy indicates that we will perform repairs including Tarnish treatment for free within 3 months of receipt - The customer service agent was simply attempting to follow policy and process for treatment. Third - regrettably, we do not issue refunds on personalized products as is noted both on in our policy available here: [redacted]  as well as on the Groupon site, where the customer obtained a discount code to purchase this item for $5. Because we are a company that values our reputation - we have issued a replacement order free of charge to the customer (order [redacted]) and requested additional tarnish treatment. Google provides multiple tips on how to care for plated jewelry. Plated jewelry has to be taken care of if you are to maintain the luster and brightness of the gold or silver. The following is a care regime for how to keep gold plated from tarnishing and fading.How to Take Care of Your Plated Jewelry1. The plated jewelry you wear must not be sprayed with perfume or any other sprays. Perform this task before putting on the jewelry so that the chemicals contained in the perfume or spray would not contaminate the metal of the jewelry.2. The gold plated necklace, ring or bracelet must only be put on after the cream or lotion you have applied has been absorbed by your skin or has dried.3. Tarnishing of the plated or metal jewelry can be easily caused because of reaction taking place with materials like perfume, oil, nail polish, chlorine and nail polish remover. Sweat can cause this problem too, therefore it is necessary to remove such jewelry items when swimming or exercising.4. Remove any dirt or dust that might have stuck to the jewelry after every use by cleaning it with a soft cloth or a cotton ball. You can restore the shine to the gold-plated jewelry as well by rubbing its surface with a soft jewelry cloth.5. Don’t make use of antibacterial soaps or jewelry cleaners for cleaning your gold-plated jewelry as chemicals present in them might tarnish it quickly.6. Keep your gold plated jewelry in a separate jewelry box or place it in a soft cloth after cleaning to avoid any blemishes. CARING FOR GOLD PLATINGKeep gold-plated jewelry away from hard surfaces. Bumps and scratches will cause the gold layer to wear away faster. Store your gold-plated jewelry in a velvet lined jewelry box, or wrap it in a soft material that will prevent scratches. Lightly wipe your gold-plated jewelry with a damp cotton cloth. This will help to eliminate any dirt or dust from accumulating on the surface and wearing away the gold layer. Use a non-abrasive jewelry polishing cloth and gently rub the gold-plated jewelry to restore shine. You can also take the gold-plated jewelry to a local jeweler where they can replace the gold layer. This may be necessary if the gold-plating has already started to wear off. Check with your local jeweler to see what they charge for this service.

Please accept our apology you did not receive your order as promptly as you expected. We experienced an unusually large number of orders, which disrupted our normal delivery schedule. Again, we apologize for any inconvenience this may have caused and look forward to filling your future orders in timely manner.   We regret that we are not able to issue a refund per our policy indicated on our FAQ page  - please accept this [redacted]  ($50 store credit with free shipping).

On 09/**/16 at 8:13 am the customer provided the information required to process a "non receipt" replacement. The customer service representative processed the replacement on the customers behalf on 09/**/16 at 12:21pm. Order number [redacted]. The customer would have been notified via system...

notification sent to the gmail account on file. At 12:23p the same customer service representative also responded to the customers email (09/**/16 at 8:13a) advising that the replacement had been ordered and apologizing for the inconvenience experienced by the customer.

On January *, this customer requested a refund and one was issued for $48.96 - proof below. 
[redacted] 
[redacted] 
[redacted] 
[redacted] 
[redacted] [redacted]

Please accept our apology you did not receive your order as promptly as you expected. We experienced an unusually large number of orders, which disrupted our normal delivery schedule. Again, we apologize for any inconvenience this may have caused and look forward to filling your future orders in...

timely manner.We have issued a refund for the shipping. and have included the tracking information.

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

 The reasons have complained is they offer afaulty product and I DO NOT WANT A REPLACEMENT. I  asking for my $40 back and this can end. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[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 and the matter has been resolved.However, I am still not pleased with the process and time frame of this resolution.
Sincerely,...


[redacted]

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

[Your Answer Here]     
You just keep repeating the same thing over & over.  I provided all of the codes starting with G, when I started this. Here they are again. I needed 3 of Charm Bangle Bracelet with the initial G. There is also a copy of order form where I tried to use the codes. Remember these codes have been rest by [redacted], and shoponline. NONE of them ever worked.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

the refund was issued

This order was shipped via [redacted] and shows delivered [redacted] Additionally. we only have (1) order with (1) groupon voucher (attached) all confirmations are sent to the customer at the [redacted] email...

address. If the customer has more than one voucher - it will be necessary to process these separately. Since the customer has not completed the groupon transaction on our site, we are not able to refund the unused/unredeemed vouchers. To secure a refund for an unredeemed voucher, we recommend that the customer contact groupon directly as this is still an open transaction with the social deal site.