Encore, Inc

Initial Business Response /* (1000, 9, 2015/11/26) */
Thank you for sending the customer's complaint. We process over 40,000 magazines annually and our complaint volume is under 1%.
We do not refund bank fees. The receipt clearly states that checks are deposited immediately. If the customer will...

provide the Receipt Number and Magazine name for the Cash order, we will be pleased to verify the order
Initial Consumer Rebuttal /* (3000, 11, 2015/12/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They need to refund the charges based on the simple fact then that their representative was not properly trained by them because if that wouldve been the case then my decision to order would have been handled differently as to the fact also that when I asked about the check writing process the receipt had not yet been filled out and given to me by your rep so all I had to go on for my decision to order was what the rep told me....and as far as canceling within the 3 day time frame wasn't even a thought because wasn't aware that what your rep was telling me was a lie about the check process... So again please refund
Final Business Response /* (4000, 13, 2015/12/07) */
Thank you for sending the customer's response. We cannot go further without a receipt number. We cannot refund bank fees, as we were not recipient of those fees. we are able to meet the conditions of the receipt.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I am indeed grateful for your quick response and labor on behalf of citizens in addressing integrity in businesses and business transactions.

Thank you.  We have verified that there was a transmission error on this account and the customer will receive a refund within 5 - 10 business days.

Thank you for sending the customer's complaint.  I am not sure who the sales agent was (as I am [redacted] and work in the office).  At any rate, we will assist the customer if he will provide a copy of the front and back of the cleared check (proof of payment).  We will submit the...

request and complaint to the manager.

Thank you for sending the complaint.  We have not received the cancellations, as requested,  and the magazines have been processed per the receipts.  If the customer would like to change the delivery from the Vet Centers to him personally, we would be pleased to do that - or change...

any of the magazine titles we have processed.

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. If the business does not follow through once I have sent proof of payment I will reopen my complaint. [redacted]

I had assumed that having the check cashed would have been sufficient proof of payment. However, as it is not, I spoke to Marcia over the phone a while ago and she said it would be alright if I sent in proof of payment then. She said that I would still get the refund, and told me to make a note on the proof of payment that I spoke to her. I immediately sent the proof of payment in. Therefore I would like my refund of $126.

Thank you for sending the customer's complaint.  Please advise the customer that we did receive the cancellation timely, but did not receive the proof of payment (copy of the cleared check) within the stipulated 6 weeks from the date of sale.  Therefore, the order was processed per the...

contract.

The...

contract states:  If you cancel, any negotiable instrument executed by you will be returned (etc)....... if it has not been previously deposited. Proof of payment must be provided within 6 weeks of the original date of sale - if not provided allow 150 days for delivery of your subscription.  Please inform the customer that if she had paid by cash we would have processed her refund timely.  As she paid by check we do need the proof of payment evidencing her check cleared her account.  The dates are generous and explicit.Thank you

Thank you for sending the customer's complaint.  We did receive the cancellation timely, but did not receive the proof of payment (copy of the cleared check) which is do within 6 weeks of the date of sale as stipulated in the contract  Therefore a refund was not sent, and the order was...

processed as stated.

Please send the other order directly to me!  otherwise please refund my lost since I missed several magazines without my authorization.

Please ask the customer to provide the Receipt #, so that we may verify the order and cancellation.  We do return all messages within 24 hours.

Final Consumer Response /* (2000, 11, 2015/06/08) */
Update on case- I have just received my refund in the mail.
However, the length of time I had to wait for a reply was ridiculous. I hope that Encore, Inc will answer customer phone calls in a timely manner in the future.
Thank you for your...

help. I appreciate that the Revdex.com is for me when I have issues like this.
Sincerely,
[redacted]

Please ask the customer to send a copy of her cleared check (proof of payment)  - as specified in the contract - so that we may process her refund.   Thank you[redacted]

Complaint: [redacted]okay Here are the 2 receipt numbers (each for an order of $101 for a total of $202) : [redacted] and [redacted]Sincerely,[redacted]

I am rejecting this response because: who listed me as a donor? I did not authorize it. How is scam business?  Cheat costumers, This why we need complain the company!

Initial Business Response /* (1000, 12, 2015/09/17) */
Thank you for sending the customer's complaint. I am attaching our file notes:
7/8/15: Cust wrote ltr ref overcharge - no overcharge order was $56 plus $15 for $71 - ltr also included POP - post mark was 6/2 (way too late to cancel)
...

Order was filled as stipulated.
Initial Consumer Rebuttal /* (3000, 14, 2015/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have no magazines, paid the cost of the magazines and a $20.00 overcharge for the magazines. This overcharge can be seen on the order form. (*XXXXXXXX)Can I at least be reimbursed for the $20.00 overcharge.
Final Business Response /* (4000, 16, 2015/10/07) */
Thank you for sending the customer's complaint. We do not have any magazines for $12 per year. A 3 year subscription to any magazine would be $56 to $64. There is always a $15 process and handling charge. We always request a copy of the cleared check (which can always be requested by the customer from their bank if they do not bank on line) before refunding and that is due within 6 weeks of the date of sale. There is no refund available on this order.

Please be sure that the proof of payment is also sent (copy of cleared check - front and back).  This is necessary in order to provide a refund.  The customer is entitled to the refund, based on the post mark of the cancellation, per the receipt.

I finally found the receipt which Encore Inc is correct.  I made the mistake by putting the incorrect address for the shipping. We contacted again today to get the correct address on the shipping.  This whole situation could have been dealt with 3 months ago when I called and left two voicemails trying to figure out what was going on. I am still concerned with why customer service couldn't find our order information for two days. I will speak with the address the magazines were sent to. I have doubts that they were ever sent. Being said, I'll never use Encore Inc again and I will discourage any use of this company to friends and family. Good day.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.
Sincerely,
[redacted]

I would like to view the communication history on this account - but do not seem able to access?  Can you assist?