Evine

Initial Business Response /* (1000, 5, 2015/03/17) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding two orders that were sent to an incorrect address. I apologize for any inconvenience this has caused.
During our conversation on March...

17, 2015, I advised you that we are not able to change any address information on orders after they are placed. As a courtesy, I advised you that I would a full refund of all the charges that were authorized for these orders. As these orders were placed online via our website (www.evine.com), I advised you that you would need to verify that this address was removed from your online account. I also informed you that should these items become available again we will match the same price and payment terms.
If you have any additional questions, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at [redacted]@evine.com between the hours of 9am-5:30pm EST, Monday through Friday.
Thank you for your understanding and cooperation.
Sincerely,
[redacted] of the [redacted]
EVINE Live
CC: Revdex.com

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. However, I would have preferred that the representative not include details about my previous order (e.g. bracelet) as that information does not have any relevance to the current complaint against the company.  With regards to the issue about the past due amount in question, I did not receive any correspondence from the company regarding said amount, which could have been resolved at an earlier date.   The issue got resolved as soon as it was brought to my attention. Additionally, I placed the order prior to logging in to my account. Therefore, my being unable to place the order for the sale price doesn't have anything to do with the status of my account at that time as I was only at the stage of placing the item on the cart.
Nevertheless, my intent in filing the complaint was to hold the company accountable for arrangements that they advertise to their consumers (e.g. Today's Top Value).  Thank you to the Revdex.com for its assistance and mediation.

Initial Business Response /* (1000, 5, 2015/08/04) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding a recent order (order XXXXXXXXX). I apologize for any inconvenience this has caused.
I have attempted to reach you by telephone to no...

avail.
If you would like to discuss this matter further, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at [redacted]@evine.com between the hours of 9am-5:30pm EST, Monday through Friday.
Thank you for your understanding and cooperation.
Sincerely,
[redacted]
Office of the President
EVINE Live
CC: Revdex.com

Dear [redacted],

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We have received your complaint from the Revdex.com regarding your order for the Inspiron 17 5759 15.6" Touchscreen Notebook 8GB RAM 1TB HDD Windows 10 Home (order# [redacted]).  I apologize for any inconvenience this has caused.
 
During our conversation August 29, 2016, I confirmed that due to an internal error this item description and item number were set up incorrectly in our system. Because of this set up error you were sent an incorrect item. After this was brought to our attention subsequently we have corrected this information online and with the warehouse. You revealed that in the interim you have placed an order with another company for the same product. Once again I apologized for the error and the frustrations that occurred, and offered you an additional $30 Evine credit for a total of $50.
 
If you have any additional questions, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at [redacted] between the hours of 9am-5:30pm EST, Monday through Friday.
 
Thank you for your understanding and cooperation.
 
Sincerely,
 
 
Bridget [redacted]
Executive Resolution Office
Evine
 
CC:  Revdex.com

Initial Business Response /* (1000, 5, 2015/05/21) */
Dear Ms. [redacted]:
We are in receipt of your letter to the Revdex.com.
Our records indicate that Order #[redacted] had a ValuePay due on April 28th, your EVINE Live card declined the charge for several days. The account...

was sent to our reauthorization department to collect payment. Per their records in March you gave authorization to use your Visa *5913 for any future ValuePay's that go past due.
We reached out to Synchrony Bank and they removed the $35 late fee from your EVINE Live card. On May 20th we refunded $86.75 back to your Visa *5913 and charged your EVINE Live card $86.75 for the April ValuePay.
We apologize for any inconvenience this has caused and look forward to doing business with you in the future.
Sincerely,
[redacted]
Credit/Collections Lead
CC: Revdex.com of Minnesota and North Dakota
Initial Consumer Rebuttal /* (3000, 7, 2015/05/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate what was done by [redacted] BUT the problem is that I NEVER gave permission to anyone for my debit card to be used. I was called after the payment was declined on the Evine Card and I am sure it was someone calling to ask IF they could indeed put the purchase on my debit card. I NEVER SPOKE TO ANYONE TO SAY YES and I certainly would NOT have said yes until I knew the money was in my account. I then looked to see when my next Value Pay payment is and SOMEONE actually switched the next payments to be put through my debit card. I switched it back to my Evine Live card and I tried to delete my debit card. I certainly hope that I was successful. The other problem that I have is that the payment I made to the Evine Live credit card was returned BECAUSE someone illegally used my debit card for the Value Payment we are speaking of so I lost $30.00 from the bank that Evine Live should most certainly reimburse me for that. I believe that is only fair and just. The worst part I must say was when I went to my local pharmacy to purchase my anti-nausea medication that I unfortunately must take after a round of chemotherapy but I could NOT........ because my balance was $0.00. As I just wrote, the reason why I had nothing in my checking account was because the Evine live Value Pay was illegally taken out of my checking account when my debt card was used, therefore my credit card payment was declined. I became so ill that I NOW understand why that poor 29 year old woman with a brain tumor killed herself. I can not and will never go through another night like that. It's not right. I'm not asking for anything above and beyond, just what should be conveyed as a given. Thank You
Final Business Response /* (4000, 9, 2015/06/04) */
Dear Ms. [redacted]:
This letter is in response to your recent Revdex.com inquiry.
Per your request we issued a $30 refund to your Visa *5913 on June 4, 2015.
We apologize for any inconvenience this has caused and look forward to doing business with you in the future.
Sincerely,
[redacted]
Credit/Collections Lead
CC: Revdex.com of Minnesota and North Dakota
Final Consumer Response /* (2000, 11, 2015/06/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am extremely happy with Evine Live's response. They obviously truly care about their customers and really care about us as individuals. I appreciate that more than they will ever know. Thank you Evine Live and I thank the Revdex.com as well.

Terrible company selling Hoverboards that could potentially have connection issues (NOT RELATED TO THE BATTERY ISSUES). New issue over and above the battery internet shows articles there have been fires with the ORBIT Hoverboards. Requested a prepaid shipping label to return the product and have been denied so now we have to spend up to $40 for shipping both ways. Company does not stand behind its customers but wants to charge people up to 10% of the product value for freight for a product that could be defective. We bought other items that were drones and turned them off and they still kept working. TALK ABOUT A SAFETY ISSUE AND THEY ISSUED PREPAID LABELS IMMEDIATELY. TERRIBLE COMPANY WILL NEVER BUY FROM AGAIN AND PUTTING THIS IN DISPUTE WITH MY CREDIT CARD COMPANY.

Dear [redacted],

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We have received your complaint from the Revdex.com regarding your return of the Skinn cosmetics (order#[redacted]).  I apologize for any inconvenience this has caused.

I have attempted to reach you via telephone to no avail.

If you have any additional questions, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at [redacted] between the hours of 9am-5:30pm EST, Monday through Friday.

Thank you for your understanding and cooperation.

Sincerely,


Bridget [redacted]
Executive Resolution Office
EVINE Live

CC:  Revdex.com
[redacted]

Initial Business Response /* (1000, 6, 2014/02/05) */
Dear [redacted]
We have received your complaint from the Revdex.com regarding order XXXXXXXX. You recently spoke with a supervisor that was able to resolve this issue for you.
The ValuePay option allows a customer to...

make monthly payments to ShopHQ using their own payment method. Since ShopHQ releases the order before full payment is received, we have a legally permissible reason to check the customer's current credit history. This information is intended to be used for a credit transaction that you had requested when you placed this order. Our web site (www.shophq.com) and disclaimers on air indicate that Value Pay is available to qualifying customers. You have or will be receiving a letter from Equifax with additional details. If you would like to dispute any of the information on the letter you must speak with Equifax. There contact information is provided on the letter.
The authorization for this order has been reversed and communicated with your bank electronically. This was done shortly after the order was canceled. This is the process ShopHQ uses for all of its orders. The electronic notification informs the bank that the authorization we previously placed on your account will not be captured. This should be enough information for your bank to allow you access to those funds. However each bank has their own way of handling this process. In this case, we also faxed a request to your bank to request that this authorization be dropped.
We apologize for any confusion or misunderstanding this may have caused.
If any future questions come up in regards to this process please feel free to contact us at X-XXX-XXX-XXXX.
Sincerely,
[redacted]
ShopHQ Payments Manager
CC: Revdex.com
Final Consumer Response /* (3000, 8, 2014/02/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not happy with this at all, first off if your gonna be running a credit check then you shouldn't be taking peoples money BEFORE you run the credit check, assuming that everyone has A plus credit.
You should authorize 1.00 dollar like most of the pay plain merchants when trying to get credit approval not the full monthly amount!!
You say you communicated with my bank (electronically)but my bank had nothing on file of you doing so and the funds just took it's natural course and fell off, so you and your customer service team did NOTHING.
It was only after a week you people decided to transfer me to the credit department to even speak about you holding my money. So no, I am 100 percent dissatisfied with the way you people do business and just overall.
That was my first and Very last time even going to your website. I hope your company collapses under the economic pressure and do the world a favor and disappear like all the other forgotten companies.
Have a nice day

Initial Business Response /* (1000, 7, 2014/03/11) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding your Tycoon ring and WDNY Sheerling Faux Fur jacket (order [redacted]). I apologize for any inconvenience this has caused.
During our...

conversation on March 3, 2014 you stated that your items had shipped but was still showing an authorization amount of $66.73, which is the combined amout of the first ValuePay for each item. I advised you that items are charged once shipped and that some banks may hold the authorized amount for awhile, but that it would be dropped from the account.
Our records indicate that you have been charged correctly in the amounts of $23.65 and $43.08 on February 27 and February 28 respectively. As you stated that you still believed you had been charged again for this order, I advised you to fax me a copy of your records for review. At this time, I have not received any documentation.
If you have any additional questions, please contact me directly via telephone at [redacted] or [redacted] or via email at [redacted]@shophq.com between the hours of 9am-5:30pm EST, Monday through Friday.
Thank you for your understanding and cooperation.
Sincerely,
[redacted]
Office of the President
ShopHQ
CC: Revdex.com

Initial Business Response /* (1000, 5, 2014/06/27) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding the return of your Simmons Mattress (order# [redacted]). I apologize for any inconvenience this has caused.
During our conversation on June...

27, 2014, I advised that we have issued credit for your order as of June 25, 2014. Please allow 3-5 business days for your bank to reflect the credits. In addition, we are not requiring the mattress to be returned. You may dispose of the mattress as you see fit.
If you have and further questions or concerns, please contact me directly via telephone at [redacted] or [redacted] or via email at [redacted]@shophq.com between the hours of 9am-5:30pm EST, Monday through Friday.
Thank you for your understanding and cooperation.
Sincerely,
[redacted]
Office of the President
ShopHQ
CC: Revdex.com

Initial Business Response /* (1000, 5, 2014/08/13) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding the overdraft fees you claim to have accrued as the result of an Auto-Delivery order placed on your account. I apologize for any...

inconvenience this has caused.
During our telephone discussion on August 12, 2014, I advised you that we did not have a record of you contacting ShopHQ in February as you stated in your complaint. Regardless, I advised you that if you provided documentation showing how you accrued the overdraft fees, I would review it for possible compensation. You agreed to fax in this documentation at your earliest convenience.
If you wish to discuss this matter further, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at [redacted]@shopnbc.com between the hours of 8am-4:30pm CST, Monday through Friday.
Thank you for your understanding and cooperation.
Sincerely,
[redacted] of the President
ShopHQ
CC: Revdex.com

Dear [redacted],

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We have received your complaint from the Revdex.com regarding your order for the Fair Child Knit Velour Elastic Waist Tapered Leg Jogger Pants and Fair Child Faux Fur Elbow Sleeved Two-Pocket Topper Jacket (order# [redacted]).  I apologize for any inconvenience this has caused.
 
During our phone conversation November 15, 2016 we discussed our policy in regards to orders that are sent to an incorrect address. I advised you that I was issuing a refund for the order in question (#[redacted]).   Please note, we may be unable to do this for future orders shipped to a wrong address, as we do not have control over the shipping address selected for online orders. I also suggested for you to log into the account online to ensure that any previous incorrect addresses have been removed.
 
If you had any additional questions, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at [redacted] between the hours of 9am-5:30pm EST, Monday through Friday.
 
Thank you for your understanding and cooperation.
 
Sincerely,
 
 
Bridget [redacted]
Executive Resolution Office
Evine
 
CC:  Revdex.com

Initial Business Response /* (1000, 5, 2015/02/24) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding the delivery and return issues with your TV orders (order# XXXXXXXX and XXXXXXXX). I apologize for any inconvenience this has...

caused.
During our conversation on February 23, 2015, you advised that your issues have been resolved as both orders have been credited in full. I apologize for any difficulty you may have encountered while attempting to resolve this matter.
If you have and further questions or concerns, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at [redacted]@evine.com between the hours of 9am-5:30pm EST, Monday through Friday.
Thank you for your understanding and cooperation.
Sincerely,
[redacted]
Office of the President
EVINE Live
CC: Revdex.com

Initial Business Response /* (1000, 5, 2015/04/10) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding the return of your Baxton Studio Sectional (order# XXXXXXXXX). I apologize for any inconvenience this has caused.
During our conversation on...

April 10, 2015, I advised that the return of your order has been entered into the system. Both ValuePays that have been charged will be credited in full within 3-5 business days.
If you have any further questions or concerns, if you have and further questions or concerns, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at [redacted]@evine.com between the hours of 9am-5:30pm EST, Monday through Friday.
Thank you for your understanding and cooperation.
Sincerely,
[redacted]
Office of the President
EVINE Live
CC: Revdex.com

By far the worst shopping Network out there. I orderd 2 ipad mini's received order confirmation numbers, the money was drafted from my account. I received an email the next day saying the order has been cancelled. They pull a credit report that they neglect to mention and I have not received my money back.

Initial Business Response /* (1000, 5, 2015/09/16) */
Dear Carol [redacted],
We have received your complaint from the Revdex.com regarding your claim on non-receipt of order XXXXXXXXX. I apologize for any inconvenience this has caused.
On July 31, 2015, you reported to EVINE...

Live that you had not received your package, though the UPS tracking number (1Z78FWXXXXXXXXXXXX) showed as delivered on July 30, 2015. A delivery claim was initiated, and claim forms were emailed to you on August 10, 2015. These forms were not returned to EVINE Live and the claim was subsequently closed.
After receiving your complaint, EVINE Live reopened your claim and new claim forms were both mailed and emailed to you. On September 14, 2015 you emailed EVINE Live to notify us that your package had arrived. As you have notified EVINE Live that you have received the package, your claim has again been closed.
If you have any additional questions, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at [redacted]@evine.com between the hours of 9am-5:30pm EST, Monday through Friday.
Thank you for your understanding and cooperation.
Sincerely,
[redacted]
Executive Resolution [redacted]
EVINE Live
CC: Revdex.com
Initial Consumer Rebuttal /* (3000, 7, 2015/09/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I accept the response as far as that the package was delivered. However, I am not happy the way they handled this. This company has not made any attempt to personally contact me by telephone, and did not even bother to contact me acknowledging the email I sent them saying the package had arrived. Yes, arrived 6 weeks after it was supposedly delivered. So now in the event the item is defective it has gone beyond the return period. I will not be satisfied with the complaint until Evine PERSONALLY contacts me by phone and by email to allow 30 days from Sept 14 to return the item in the event it is defective. And an apology by telephone on how they handled this issue.
Final Business Response /* (1000, 21, 2015/11/03) */
Dear Carol [redacted],
We have received your further correspondence from the Revdex.com regarding claim order XXXXXXXXX. I apologize for any inconvenience this has caused.
In your most recent correspondence, you state that you refused one of the packages from your order (UPS tracking [redacted]). This package shows delivered on July 8, 2015, and refused on September 3, 2015. EVINE Live has a 30-day return policy, and cannot accept returns outside of this timeframe, and the package was sent back to you via UPS tracking number [redacted]. You refused this package, and it was received at EVINE Live on October 26, 2015.
As you have refused this package, a letter was sent to you asking you to claim your merchandise within 90 days. Please contact EVINE Live at your earliest convenience to arrange for your merchandise to be returned to you.
If you have any additional questions, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at [redacted]@evine.com between the hours of 9am-5:30pm EST, Monday through Friday.
Thank you for your understanding and cooperation.
Sincerely,
Douglas [redacted]
Executive Resolution Office
EVINE Live
CC: Revdex.com

Initial Business Response /* (1000, 5, 2015/12/16) */
Dear Ms. [redacted],
EVINE Live would like to thank you for taking the time to share your concerns with us regarding your order.
Our records indicate that on December 7th, 2015 you placed XXXXXXXXX for four Marc Jacobs Daisy...

products requesting a payment plan of six monthly payments. By requesting the ValuePay option you are agreeing to the terms and conditions of ValuePay with EVINE Live. Orders may be subject to credit approval by EVINE Live and EVINE Live may review credit reports to qualify customers for ValuePay. EVINE Live reserves the right to limit or restrict the use of ValuePay at any time. This information is on our web site at www.evine.com.
When using ValuePay, EVINE Live is extending you credit because we ship merchandise to you before full payment is received. Because of this process, EVINE Live has a legally permissible purpose to pull a credit report as this information is intended to be used for a credit transaction. We use Equifax Information Services LLC to obtain credit report information. We submit the customer's name and address as it is provided to us. There is also a disclaimer on our website and on air that indicates that ValuePay is available to qualifying customers.
If you have any further questions please contact our office at X-XXX-XXX-XXXX.
Sincerely,
M. [redacted]
Credit Payment Specialist II

Initial Business Response /* (1000, 7, 2014/07/07) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding the warranty concerns for your Invicta Reserve Men's Bolt Zeus (order [redacted]). I apologize for any inconvenience this has...

caused.
During our conversation on June 25, 2014 I advised you that I would contact Invicta on your behalf. On July 7, you confirmed that you had spoken with Invicta and that they would be assisting with getting the watch repaired.
If you have any additional questions, please contact me directly via telephone at [redacted] or [redacted] or via email at [redacted]@shophq.com between the hours of 9am-5:30pm EST, Monday through Friday.
Thank you for your understanding and cooperation.
Sincerely,
[redacted]
Office of the President
ShopHQ
CC: Revdex.com

Dear [redacted],

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We have received your complaint from the Revdex.com regarding the refund for the Harman Kardon OMNI 10 Wireless HD Speaker (order# [redacted]).  We apologize for any inconvenience this has caused.
 
During our conversation July 12, 2016 we discussed EVINE Live’s return policy. I advised that this item was shipped directly from the Vendors warehouse, refunds should normally be issued within 5 business days. Unfortunately, your order did not get reimbursed within that timeframe. Our Customer Service representatives did not follow necessary protocol to alert the Vendor. Since this has been brought to my attention I have issued a full refund to your credit card. The refund can take 3-5 business days to process back to your original method of payment. This time frame depends on your financial institutions processing time. Once again I apologize in the delay of your refund. This matter will be address internally.
 
If you wish to discuss this matter further, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at [redacted] between the hours of 9am-5:30pm EST, Monday through Friday.
 
Thank you for your understanding and cooperation.
 
Sincerely,
 
 
Bridget [redacted]
Executive Resolution Office
EVINE Live
 
CC:  Revdex.com

Initial Business Response /* (1000, 5, 2015/01/30) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding the warranty on a Proscan tablet (order [redacted]). I apologize for any inconvenience this has caused.
I have attempted to reach you by...

telephone to no avail.
If you wish to discuss this matter, please contact me directly via telephone at [redacted] or [redacted] or via email at [redacted]@shophq.com between the hours of 9am-5:30pm EST, Monday through Friday.
Thank you for your understanding and cooperation.
Sincerely,
[redacted]
Office of the President
ShopHQ
CC: Revdex.com