Evine

Initial Business Response /* (1000, 5, 2016/02/23) */
Dear Daniel [redacted] ,
We have received your complaint from the Revdex.com regarding the warranty for your Samsung Galaxy phones (order XXXXXXXXX). I apologize for any inconvenience this has caused.
During our...

conversation on February 18, 2016, I advised you that I would contact the vendor on your behalf. On February 18, I contacted you and left a voicemail advising that the vendor provided options for you to either return for a refund or an exchange. On February 23rd, you advised me that you wanted to return the phones for a refund and I advised you that I would inform the vendor.
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,
LeShonn [redacted]
Executive Resolution Office
EVINE Live
CC: Revdex.com
Initial Consumer Rebuttal /* (2000, 7, 2016/02/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept because I am able to return the phones for a refund.

Initial Business Response /* (1000, 5, 2015/06/11) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding the authorization on a cancelled order (order XXXXXXXXX). I apologize for any inconvenience this has caused.
After researching this...

matter, it was found that due to the timeframe in which this order was cancelled, our standard authorization reversal process did not occur. On June 2, 2015, an electronic authorization reversal was sent to the issuing institution for your Visa card ending in 0498. At this time, if the authorization is still being held on your account, we would ask that you work with the card provider to resolve.
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]
Office of the President
EVINE Live
CC: Revdex.com

Initial Business Response /* (1000, 5, 2015/06/25) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding the return of your Versace Women's watch (order# XXXXXXXXX). I apologize for any inconvenience this has caused.
I have attempted to...

reach you via telephone and email to no avail.
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]@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 honoring sale prices for item 642-057 from a previous date.  I apologize for any inconvenience this has caused.
 
During our conversation on October 18, 2016, I advised I would honor pricing and terms from 10/16/2016.  I advised you to review the terms of use on Evine.com for further clarification on policy information.  As we discussed going forward items are to be purchased during the sale to receive sale prices.
 
If you have any additional questions, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at [redacted] between the hours of 9am-5:00pm EST, Monday through Friday.
 
Thank you for your understanding and cooperation.
 
Sincerely,
 
 
Diana [redacted]
Executive Resolution Office
Evine
 
CC:  Revdex.com

Initial Business Response /* (1000, 5, 2016/01/13) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding your Invicta Reserve Men's Venom Swiss (order# [redacted]). I apologize for any inconvenience this has caused.
During our conversation...

on January 6, 2016, I advised you that I would request that Invicta contact you to assist you with the crown for your watch. On January 13, I contacted you and advised that Invicta stated that they had offered to either send you the needed part or have you send the watch to them for repair, however, you refused and said you no longer wanted the watch and wanted to return it for a refund. I advised you that a late return cannot be authorized as Invicta was offering assistance, and your order is outside of EVINE Live's return policy. You advised me to request that Invicta send the part to you.
If you have any additional questions, please contact me directly via telephone at [redacted] or [redacted] or via email at [redacted]@evine.com between the hours of 8am-4:30pm CST, Monday through Friday.
Thank you for your understanding and cooperation.
Sincerely,
LeShonn [redacted]
Executive Resolution Office
EVINE Live
CC: Revdex.com
Initial Consumer Rebuttal /* (3000, 8, 2016/01/14) */
MR. [redacted] from Evine contacted me, I was told it was no way I can get an refund for this defective watch. They can sent me an crown but I would have to pay the jewelers to fix it.
My position is this is an new item that defective, why will I trust this product to not have other issues. This company is playing hardball over an $262.00 item, that was purchase two weeks outside the holidays return period. I would like my money back, my dad was humiliated and want no parts of this item.Thanks
I told Mr. [redacted] that I wanted an refund, I would have to pay an jewelers to repair an defective new item. This company is playing hardball over an $262.00 purchase that was purchase 2 weeks outside the holidays return policies. Evine make this horror go away, you better than this.Thanks
Final Business Response /* (4000, 10, 2016/01/15) */
Dear Donald [redacted],
We have received further correspondence in regards to your complaint with the Revdex.com regarding your Invicta Reserve Men's Venom Swiss (order# XXXXXXXXX). I apologize for any inconvenience this has caused.
The watch was ordered on September 22, 2015 and the 30 day return timeframe has expired.
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 8am-4:30pm CST, Monday through Friday.
Thank you for your understanding and cooperation.
Sincerely,
LeShonn [redacted]
Executive Resolution Office
EVINE Live
CC: Revdex.com

Initial Business Response /* (1000, 5, 2016/01/11) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding refund for your BAXTON STUDIO MOZAIKA CONTEMPORARY DINING SET NO COLOR 7 PC item 458-588(Order [redacted]). We apologize for...

any inconvenience this has caused.
During our conversation on January 7, 2016, I advised that the items were shipped form a secondary warehouse. I advised that I would have to get in contact with them to find out when your refund would be processed for both of the dining room sets. As of January 8, 2016 I got confirmation that they had processed your return and the refund was issued back to your original method of payment.
If you would like to discuss this matter further, please contact me directly via telephone at [redacted] or [redacted] or via email at [redacted]@evine.com between the hours of 9:30am-6pm EST, Monday through Friday.
Thank you for your understanding and cooperation.
Sincerely,
Maria [redacted]
Office of the President
EVINE Live
CC: Revdex.com
Initial Consumer Rebuttal /* (2000, 7, 2016/01/21) */

Initial Business Response /* (1000, 5, 2015/05/28) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding a recent order (XXXXXXXXX) that went to an incorrect address. I apologize for any inconvenience this has caused.
During our conversation...

on May 28, 2015, I advised you that we are not able to change any information on an order after it has been placed. In certain cases, we may be able to reroute the package to an alternate address, but that is not the case for your order.
I advised you that I would issue a full refund of the order. We also went placed an order for the same item at a discounted rate with free expedited shipping.
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]
Office of the President
EVINE Live
CC: Revdex.com

Initial Business Response /* (1000, 5, 2014/11/21) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding the exchange of your Cobra Radar Detector (order# XXXXXXXX). I apologize for any inconvenience this has caused.
During our conversation on...

November 21, 2014, you advised me that we could disregard your complaint, as you have received a replacement item.
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]@shophq.com between the hours of 9am-5:30pm EST, Monday through Friday.
Thank you for your understanding and cooperation.
Sincerely,
[redacted] Opsal
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 return of your Samsung 65” 4K TV (order# [redacted]).  I apologize for any inconvenience this has caused.
 
I have attempted to reach you via telephone and email to no avail.
 
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,
 
 
LeShonn [redacted]
Executive Resolution Office
Evine
 
CC:  Revdex.com

Initial Business Response /* (1000, 6, 2015/01/14) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding shipping and handling charges and our return policy. I apologize for any inconvenience this has caused.
During our conversation on...

January 14, 2015, we discussed ShopHQ's return policy. I advised you that normally, unless an item is returned due to damage or defect, ShopHQ does not refund the original shipping and handling charges. This information is stated on return portion of the invoice enclosed with your order. One of your items did not come with a pre-paid return label, so you advised me that you paid $9.00 to return the item. I advised you that as a courtesy I would refund all shipping and handling charges for the items you have returned as well as issuing a courtesy refund of the return postage of $9.00 to your original payment method. As I was providing you with this information, you became upset and disconnected the call.
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, 8, 2015/09/09) */
Dear Laura [redacted],
We have received your complaint from the Revdex.com in regard to the item you declined delivery on (order# XXXXXXXXX, item# XXX-XXX). I apologize for any inconvenience this may have caused.
A full...

refund of $384.30 was processed back to your original method of payment (Visa ending in 6102) as of August 20, 2015.
Once again, I do apologize for any inconvenience this may have caused.
Sincerely,
Laura [redacted]
Senior Supervisor, Executive Resolution Office
EVINE Live
CC: Revdex.com
Initial Consumer Rebuttal /* (2000, 10, 2015/09/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Received my refund

Initial Business Response /* (1000, 5, 2015/10/27) */
Dear [redacted],
We have received your complaint from the Revdex.com in regards to receiving the wrong TV (order# XXXXXXXXX). I apologize for any inconvenience this has caused.
During our conversation on October 20,...

2015, I advised you that a full refund was processed on October 19 to your Visa credit card (ending in 4252). I also advised you that if you would like assistance in reordering the item, or a similar item, that I would gladly work with 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,
LeShonn [redacted]
Executive Resolution Office
EVINE Live
CC: Revdex.com

I ordered the Paint Zoom from Evine. Itcwas advertised with "2 drop cloths". Upon receipt of product, the drop cloths turned out to be extremely cheap garbage bag plastic that if you stepped on it, it would rip. I attempted to contact Evine 3 times to request that this be made right. On the 3rd attempt, I finally received a csll at 8pm on 1.29.16 from an Evine supervisor who failed to leave his name in the voice msg. On 1.30.16, I called Evine and requested a supervisor and got "Olivia". I was issued a reduction in my value pay but here is the kicker: Olivia REFUSED to provide me with a confirmation number for this final transaction. Olivia also refused to provide me with an email or mailed documentation confirming that my value pay was paid off. Olivia became quite rude stating "We don't do that". At yhe end Olivia flat out hung up on me. Evine's business practices are questionable at the very least.

Initial Business Response /* (1000, 5, 2015/06/18) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding delays with your order for an Invicta Watch (order# XXXXXXXXX). I apologize for any inconvenience this has caused.
During our...

conversation on June 16, 2015, I advised you that I have applied a $30.00 EVINE Credit to your account for use on your next purchase. The credit will be available for 90 days; however, if you do not use it within the specified timeframe, you may contact me to have it reapplied to your account.
If you have any 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 Consumer Rebuttal /* (2000, 7, 2015/06/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The had shipping and warehouse issues and they gave me a 30.00 credit for the inconvenience.

Initial Business Response /* (1000, 8, 2014/06/27) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding the return of your Marc Jacob's watch (order# [redacted]). I apologize for any inconvenience this has caused.
I have attempted to reach you...

via telephone to no avail.
If you wish to discuss this matter further, 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, 2015/04/20) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding a refund of order XXXXXXXXX. I apologize for any inconvenience this has caused.
I have attempted to reach you via telephone to no...

avail.
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]@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, 2015/09/17) */
Dear Ms. [redacted],
We are in receipt of your letter to the Revdex.com. Evine Live would like to thank you for taking the time to share your concerns with us regarding your account.
Our records indicate that you...

have placed several orders using our ValuePay Payment plan. These orders were placed on your Evine Live credit card. Unfortunalty this card declined the charges for the next value payments. Synchrony is the issuing bank of the Evine Live credit card; they did not approve the installments on the orders. The reason they denied the charges is a private matter between you and Synchrony Bank. Evine Live has no access to any of Synchrony Bank's account information.
Our Reauthorization department has made several attempts to reach you regarding this matter. Until payment arrangments are made, further attempts will continue until these have been paid. We have updated your account so that only the ph[redacted] will be used. To bring your account current please contact our Reauthorization department at [redacted].
Evine Live does not report to the Credit Bureaus, so this will not reflect against your credit ratings. We hope that you continue to do business with Evine Live in the future.
If you have any further questions please contact our office at [redacted].
Sincerely,
M. [redacted]
Credit Collections Lead
Initial Consumer Rebuttal /* (3000, 7, 2015/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
hello- as stated plenty of times via email, phone, and US mail- I sent everything back except one item and that item is being (has) been paid for. The credit card linked to the accounts is up and running with nothing wrong- I have personally spoke to them asking them if it was. The reason for the returns is because a lack of care when shipping or they didn't meet my expectations. I called in and your customer service rep was very rude to me and I just returned everything due to this and took my business elsewhere. I was provided a label from you guys to use, and as I did. Earlier THIS week I tried to resolve this matter over the phone with the number that was told to call and your rep (woman) I could barely understand and she was very short with me as well as rude I then (nicely) asked her to please quit interrupting me and listen to what I had to say and she hung up on ME before I could get the rest of my sentence out.
As for the payments, the card is up and running so the reason that you cannot make the payments seems to be on your end.
And another thing- I don't appreciate you talking down to me in your third paragraph above. I have asked you to stop and the only communication be from US mail and you still refuse to agree with me. If you cannot get the payments to go threw, send them to collections and maybe they will listen and respect my wishes and listen to me. That right there is the main reason I took my business elsewhere and sent the stuff back is because Evine is a rude, disrespectful company and has nothing to ShopHQ. Whoever took over ShopHQ made a huge mistake.
If you have any other communications with me, please do so via US mail- please.
Final Business Response /* (4000, 9, 2015/09/28) */
Dear Ms. [redacted],
We are in receipt of your letter to the Revdex.com. It appears that our previous communications with you did not explain the issue as well as you would have liked.
Our records indicate that you have placed several orders using our ValuePay payment plan. These orders were placed on your EVINE Live credit card. Unfortunately, this card declined the charges for the next ValuePays. We have tried to process your ValuePays again, but the EVINE Live card continues to decline.
Synchrony is the issuing bank of the Evine Live credit card; they did not approve the installments on the orders. The reason they denied the charges is a private matter between you and Synchrony Bank. Evine Live has no access to any of Synchrony Bank's account information.
To bring your account current please contact our Reauthorization department at X-XXX-XXX-XXXX.
Evine Live does not report to the Credit Bureaus, so this will not reflect against your credit ratings. We hope that you continue to do business with Evine Live in the future.
In your most recent response, you stated that you had returned all of your purchases; however, EVINE Live has record only of receiving item XXX-XXX from order XXXXXXXXX as a return, which was processed on September 2, 2015.
If you have any further questions please contact our office at X-XXX-XXX-XXXX.
Sincerely,
M. [redacted]
Credit Collections Lead

Initial Business Response /* (1000, 5, 2014/10/31) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding the return of your recent online order that was shipped to the incorrect address (order# [redacted]). I apologize for any inconvenience this...

has caused.
I have attempted to contact you by phone to no avail. On October 27, 2014, an email was sent to you advising of the action being taken on these orders.
After reviewing the notes on your account pertaining to this ordering issue, we have decided to issue credit for both items on this order as a courtesy. 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 order. We suggest logging into your account online to ensure that any previous addresses have been removed.
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, 2014/12/12) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding the cancellation of your Samsung TV (order# [redacted]). I apologize for any inconvenience this has caused.
During our conversation on...

December 5, 2014, you advised that you had placed a new order for a different item number (order# [redacted]). I advised that the model numbers for the two TV's were the same, and that I would verify with our merchandising team.
I left a voicemail on December 9, 2014 asking you to contact me for an update, but have not yet received a call from you. I did confirm that the new TV you ordered is the same model as your cancelled TV. The only difference is that the new TV does not come with the additional two year warranty.
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, 2015/05/05) */
Dear Mr. [redacted]:
We are in receipt of your letter to the Revdex.com. EVINE Live would like to thank you for taking the time to share your concerns with us regarding your recent experience.
After further research we...

did determine that you are being contacted in error by our collection vendor National Enterprise Systems. We have notified them to remove your phone number and address, you will no longer be contacted.
If you have any further questions, please contact us at [redacted]
Sincerely,
[redacted]
Credit/Collections Lead
CC: Revdex.com of Minnesota and North Dakota
Initial Consumer Rebuttal /* (2000, 7, 2015/05/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As long as I don't receive phone calls about a non-existent account, I'm satisfied.