Evine

Dear [redacted],

We have received your complaint from the Revdex.com regarding your return of the Skinn Cosmetics Six-Piece Eye, Lip, and Neck Age Zone Treatments (order#[redacted]).  I apologize for any inconvenience this has caused.

Per our phone conversation April 22, 2016, we discussed EVINE Live’s return policy. I advised you that EVINE Live will reject any returns received after 30 days from the date of receipt. You had disclosed that you did not know that items are required to be returned within 30 days of receipt. At that time I informed you that our 30 day return policy is printed on the back of the invoice that you used to return the item, this information is also available on the EVINE Live website. I apologized but we will not be able to make an exception, we are unable to authorize a return.

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, 5, 2016/02/05) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding charges that were placed on your account for (order# XXXXXXXXX). I apologize for any inconvenience this has caused.
During our...

conversation on February 1, 2015 I advised you that I only see one authorization of the $33.61 and added that some banks do put a pre-authorization on the card. I advised that the $33.61 this charge should drop off within 1-3 business days depending on your banks processing time. You advised me that you will need to check your account and see if this charge was still there and you would let me know. I have not heard from you so I presume that this charge did drop off.
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,
Bridget [redacted]
Executive Resolution Office
EVINE Live
CC: Revdex.com
Initial Consumer Rebuttal /* (2000, 7, 2016/02/18) */

Dear [redacted],

"Arial",sans-serif; font-size: 10pt;"> 
We have received your complaint from the Revdex.com regarding your online order for the Anuschka Decorative Pillow Pairs (order# [redacted]) that shipped to an incorrect address.  I apologize for any inconvenience this has caused.
 
During our conversation on September 26, 2016, I apologized for any latency issues that you stated you were experiencing when placing the order.  You stated that you had been in contact with the carrier and that the package was scheduled to be delivered to you the following day.  I advised you to let me know if you did not receive the package.
 
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,
 
 
LeShonn [redacted]
Executive Resolution Office
Evine
 
CC:  Revdex.com

Initial Business Response /* (1000, 5, 2016/03/03) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding delivery of your recent order of a Vizio television (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,
Douglas [redacted]
Executive Resolution Office
EVINE Live
CC: Revdex.com
Initial Consumer Rebuttal /* (3000, 7, 2016/03/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have not assisted me with my issue so I can't agree that we are done here. I have left messages for them as well to call me back but they have not.
Final Business Response /* (4000, 9, 2016/03/08) */
Dear [redacted],
We have received further correspondence regarding your from the Revdex.com. I apologize for any inconvenience this has caused.
During our conversation on March 8, 2016, I advised you that a return was processed on your order, and that you should see a refund post to your EVINE Live credit card within the next couple of business days. I further advised you that should you choose to reorder the television, I would be have to place the order for you and waive the shipping and handling charge.
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,
Douglas [redacted]
Executive Resolution Office
EVINE Live
CC: Revdex.com

I purchased a Todd English Coffee Maker from you Evine on 5/22/16 with
the anticipation of using it when I moved to my new house in Spring
Hill, FL.

The Order date: 5/22/2016 Order #: **SSN** Total: $59.80. It sat in
the box till I moved into my new home just last month. I have used it
several times without incident except for the noisy vibration that came
from the machine while it was brewing!

I did not mind the noise and vibration until this morning when my 7
month old daughter was in her walker when I was brewing a cup of coffee.
The Todd English Coffee Maker vibrated so violently that the coffee cup
vibrated off the Drain/Holder of the machine and spilled the coffee all
over the counter, floor and just missed my 7 month old baby. If my baby
had gotten scalded, you would be hearing from my attorney and not me.

I would appreciate a phone call to discuss returning this dangerous
coffee machine to you!

What I got was a standard email saying "Thank you for your email. We apologize for the difficulties you have experienced with your Todd English 1420W Single Serve Continuous Brew Programmable Coffee Brewer (Item 458-359) from Order **SSN**. As we understand your concern with the product and are sorry to hear that an incident nearly occurred involving your child, we regret to inform you that we are unable to further assist with your inquiry. After the 30-day return period, all returns, replacements, service and support must be handled directly through the manufacturer. Many products are packaged with the manufacturer's warranty and service information detailing specific terms and conditions. Again, we are terribly sorry for any inconvenience this may have caused."

Some inconvenience - My daughter could have been scalded by the hot coffee! I checked with other complaints and I am not the only one that has complained!

Initial Business Response /* (1000, 10, 2014/11/10) */
Dear [redacted],
We have received your complaint from the Revdex.com in regards to receiving a damaged Vizio 60' TV (order [redacted]). I apologize for any inconvenience this has caused.
During our conversation on...

November 4, 2014, I advised you to contact me once the TV has been picked up and I would issue a refund. On November 7, 2014 I advised you that due to the amount of time it had taken to arrange for the pick-up of the television, your ValuePayments of $235.79 and $150.00 have been refunded to your Visa card (ending in [redacted]).
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

I recently purchased a brand new very expensive diamond watch from evine. when I opened the box, the watch was clearly used and had scratches on it. all new watches are supposed to be wrapped in plastic covering and this watch had none. I cant imagine shipping a customer a used product when the purchase was intended to be new.

Dear [redacted],

"Times New Roman",serif; font-size: 10pt;"> 
We have received your complaint from the Revdex.com regarding orders that were sent to an incorrect address. The first order for the Patricia Nash “Chieti” leather refillable planner with built in card holder (order# [redacted]). The second for the Patricia Nash “Vinci” leather refillable journal with built in paper (order# [redacted]). The third for the Patricia Nash “Alessia” signature studded tote (order#[redacted]). I apologize for any inconvenience this has caused.
 
During our conversation on July 28, 2016 I advised you that since you stated that our website had your correct address during order placement, I was issuing a refund for two of the orders in question (order# [redacted] & [redacted]). Please note, the online address book is maintained solely by our customer, and we do not have control over the shipping address selected for online orders.  As we discussed, if you wanted to re-place a new order for the product you did not receive we would match the same price and terms. I also suggested for you to log into your online account to ensure that any previous incorrect addresses have been removed. After looking at the third order ([redacted]) is was confirmed that it is set to ship to your correct address.
 
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

Initial Business Response /* (1000, 8, 2015/07/29) */
Dear [redacted],
We have received your complaint from the Revdex.com in regard to a refund for an overdraft fee. I apologize for any inconvenience this experience may have caused.
Our records indicate the amount of...

$29.00 was refunded back to your Visa ending in 2896 as of July 9, 2015. The reference number, which indicates this was accepted by the credit card company, is XXXXXXXXXXXXXXXXXXXXXXX.
Once again, I apologize for any inconvenience this may have caused.
Sincerely,
[redacted]
Senior Supervisor, Executive Resolution Office
EVINE Live
CC: Revdex.com
Initial Consumer Rebuttal /* (2000, 10, 2015/08/06) */
I have received my refund. Satisfied.

Initial Business Response /* (1000, 6, 2014/04/28) */
Dear [redacted],
We have received your inquiry from the Revdex.com. We have made previous attempts to contact you, but were unsuccessful in our attempts.
The dollar amount you were seeing being withheld from your...

account is an authorization. An authorization will reserve the funds until the item is shipped. Since this item was not able to be shipped we had immediately requested the funds be returned to your account. We have received confirmation from PayPal as of 4/24/14 the funds have been returned back to your account. If you have any other questions about the funds in your account you would need to speak with PayPal.
When using ValuePay, ShopHQ ships merchandise to the customer before full payment is received. ShopHQ has a legally permissible purpose to pull a credit report, as this information is intended to be used for a credit transaction. You had requested this when you placed an order using ValuePay. You received a letter which explains why we are not able to extend the ValuePay option to you. There is a disclaimer on our website (www.shophq.com) and on air that indicates that Value Pay is available to qualifying customers. Unfortunately we were unable to qualify you for the ValuePay option.
If you have any further questions, please feel free to contact us at X-XXX-XXX-XXXX
Sincerely,
[redacted]
ShopHQ Payments Manager
Initial Consumer Rebuttal /* (3000, 8, 2014/04/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
WHEN WAS I CONTACTED? JUST VIA EMAIL BY A CUSTOMER SERVICE AGENT AND STATED TO ME THAT I NEEDED TO WAIT 4-5 BUSINESS DAYS TIL I WOULD RECEIVE ANY KIND OF PAYMENT. BUT I CHECKED WITH PAYPAL A FEW TIMES SINCE THIS HAPPEND AND NEVER SAID TO ME ABOUT ANY PAYMENT RETURNED TO ME.
Final Business Response /* (4000, 10, 2014/05/05) */
Dear [redacted],
We have received further correspondence from the Revdex.com. I apologize we were unsuccessful in our previous attempts to contact you.
On May 2, 2014, a supervisor from the Credit Department spoke with you in regards to releasing the authorization from PayPal; at which time, she was able to provide you with additional information to resolve your issue.
If you have any further questions, please feel free to contact us at X-XXX-XXX-XXXX at a time that works best for you.
Sincerely,
[redacted]
ShopHQ Payments Manager
CC: Revdex.com

Initial Business Response /* (1000, 5, 2014/05/15) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding the return of your Michael Kors Jet Set Watch (order# [redacted]). I apologize for any inconvenience this has caused.
During our...

conversation on May 14, 2014, I advised you that a refund was issued as of May 14. Your Visa credit card (ending in [redacted]) was credited in the amounts of $38.73, $29.74, $29.74, $29.74 and $29.74 (the original value pay amounts charged). I advised you that depending on your bank's processing time, you should see those credits within the next 3-5 days.
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, 2016/03/11) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding your return of the Brad Skincare the Ultra Collection (order#[redacted]). I apologize for any inconvenience this has caused.
Per our...

conversation on March 9, 2016, I advised you that since you stated that this order was returned in the same package as another order that had been processed as a return, that I would process a full refund of this order. This return has been processed, and you can verify the refunds for the three ValuePays with your Visa provider.
If you have any additional questions, please contact me directly via telephone at [redacted] or [redacted] or via email at [redacted]@evine.combetween 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 Consumer Rebuttal /* (2000, 7, 2016/03/15) */

Dear L [redacted],

"Arial",sans-serif; font-size: 10pt;"> 
We have received your complaint from the Revdex.com in regards to your Gem Treasures® Sterling Silver 19" Gemstone Beaded Necklace w/ 3" Extender (order number [redacted] and [redacted]).  I apologize for any inconvenience this has caused.
 
Our records indicate that you placed both orders for the necklace on December 7th. The orders were cancelled on December 7th & 8th, we have received confirmation that PayPal has just released the pending authorization as of today. These funds should appear in your account within the next couple days.
 
When you initially called in, this should have been sent over to PayPal immediately. We apologize for any inconvenience this has caused and we hope you consider doing business with us in the future.
 
If you have any further questions, please contact our Credit Department at ###-###-####. Or I can be reached via telephone at ###-###-#### or via email at [redacted] between the hours of 9am-5:30pm EST, Monday through Friday.
 
Thank you for your understanding and cooperation.
 
Sincerely,
 
 
Lisa [redacted]
Senior Supervisor Executive Resolution Office
Evine
 
CC:  Revdex.com

Initial Business Response /* (1000, 5, 2014/07/01) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding the cancellation of your Waterford Brookside Carafe (order# [redacted]). I apologize for any inconvenience this has caused.
During our...

conversation on June 24, 2014, I advised you we would be happy to fax an authorization drop request to your bank for this cancelled order, as well as an additional order you placed online that was also cancelled. On June 25, 2014, I contacted you to confirm I had received your bank's fax information and forwarded it to our Credit Department. In addition, I left you a voicemail on June 26, 2014 advising that the fax had been sent to your bank.
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, 2015/08/18) */
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 on May...

23rd, 2015 you ordered three Invicta Watches. These were placed under order numbers XXXXXXXXX, XXXXXXXXX and XXXXXXXXX. These orders were placed on your Evine Live credit card. Unfortunalty this card declined the charges for the next value payments. The remaining balance owed is $382.14.
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 collections 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 in full. To bring your account current please contact Affiliated Group 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.
If you have any further questions please contact our office at X-XXX-XXX-XXXX.
Sincerely,
M. [redacted]
Credit Collections Lead
Initial Consumer Rebuttal /* (3000, 7, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
they lied they did report it to the credit bureaus and I am going to take them to court for harassment cause as you see I am sending them a formal request to stop calling me this is harassment. by law if you inform a company to stop calling me. they need to stop. you have the receipt. tell syncb to stop calling me.
Final Business Response /* (4000, 9, 2015/08/24) */
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.
The orders you placed with us were placed on your Evine Live credit card. This card declined the charges for the next value payments. The remaining balance owed is $382.14. [redacted] is the issuing bank of the Evine Live credit card. The reason they denied the charges is a private matter between you and [redacted] Evine Live has no access to any of [redacted] account information.
As previously stated, Evine Live does not report to the Credit Bureaus, so this will not reflect against your credit ratings.
[redacted] is a separate company from Evine Live and Evine Live has no access to any of their account information. You can contact them at X-XXX-XXX-XXXX for more information regarding your credit card.
If you have any further questions please contact our office at X-XXX-XXX-XXXX.
Sincerely,
M. [redacted]
Credit Collections Lead

"Arial",sans-serif; font-size: 10pt;">Dear [redacted],
 
We have received your complaint from the Revdex.com regarding the return of your Cozelle Sheet Sets(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

(The consumer indicated he/she DID NOT accept the response from the business.)
MY ORDER WAS NOT LATE ... it was returned as instructed by & with information sent by customer service at Evine Live -- it was not handled correctly, nor appropriately by Evine Live.
I will not pay for...

this item ... I will deduct the $$$ from my payments on my card & cancel it -- I will no longer do business with a company that does not value its customers

Initial Business Response /* (1000, 5, 2014/08/14) */
Dear Mr. [redacted],
We have received your complaint from the Revdex.com in regard to your recent order (order# [redacted]). I apologize for any inconvenience or confusion this experience this may have caused.
This order was...

placed on April 30, 2014 totaling an amount of $1,308.30, which included shipping and handling and applicable sales tax. When the order was placed you used our ValuePay option, which allows you to pay for the order every 30 days from when the order is shipped.
The method of payment used for this order is the ShopHQ credit card, which is owned and operated by S[redacted]. ShopHQ does not have access to account limits, due dates, late fees, and monthly minimum payments. That is information that only [redacted] would be able to provide to their customers. It may be possible that by only making your minimum monthly payments to the ShopHQ Credit Card that you had reached your limit and therefore, were no longer able to put any more ValuePays on your ShopHQ card. In order to answer any of those questions, please contact S[redacted] at [redacted].
As of today, you have one ValuePay that is past due for order# [redacted] in the amount of $199.17, which was originally due on August 3, 2014. This may be paid with another method of payment by calling the number below or paying this online.
If you have any further questions, please contact our Credit Department at [redacted] between the hours of 9am-9pm EST, Monday through Friday and 10am-3pm EST, Saturday.
Thank you for your understanding and cooperation.
Sincerely,
[redacted]
ShopHQ Payments Manager
CC: Revdex.com

Initial Business Response /* (1000, 5, 2014/11/18) */
Dear Mrs. [redacted],
We have received your complaint from the Revdex.com regarding your customer account.
A supervisor, [redacted], from our Credit Department was able to speak with you in regards to your account. We hope that...

she was able to resolve the issue for you and answer any questions you may have had.
If you have any further questions, please contact the ShopHQ Credit Department at [redacted] between the hours of 9am-9pm EST, Monday through Friday, and Saturday 10-3pm EST.
Sincerely,
[redacted]
ShopHQ Payments Manager
CC: Revdex.com

Initial Business Response /* (1000, 5, 2015/03/10) */
Dear Mr. [redacted],
Evine Live would like to thank you for taking the time to share your concerns with us regarding your recent order.
Our records indicate that on February 25th, 2015, you placed order number XXXXXXXXX for a MP60 Miroir...

Pocket Projector 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 [redacted] at X-XXX-XXX-XXXX.
Sincerely,
[redacted]
Credit Collections Lead
CC: Revdex.com
Initial Consumer Rebuttal /* (3000, 7, 2015/03/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The point of my complaint was: As a previous customer of VALUE PAY when it was under the name of "shopnbc" I had no issues, no problems with credit checks. I went shopping after the name change, found something I liked and saw that they offered VALUE PAY. I thought I would take advantage of it just like in the past. Had I known the rules had changed I would have looked at the VALUE PAY guidelines before completing my purchase. I am just asking that you remove the inquiry because I would have never made the purchase using VALUE PAY had you just notified your past VALUE PAY customers that your credit guidelines changed. Proper notice is all I was asking for. If you cannot do this for me then I will just talk to the attorney general in my state. Thanks.
Final Business Response /* (4000, 9, 2015/03/17) */
Dear Mr. [redacted],
This letter is in response to your recent Revdex.com inquiry. It appears that our previous communications with you did not explain the issue as well as you would have liked.
When order number XXXXXXXXX was requested on our payment plan you had agreed 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 you are placing your order online and chose the ValuePay option there is a "What is ValuePay" icon which you can click on for more information.
Over the years our company has changed names. We were ShopHQ before our latest change to Evine Live. Our policy regarding ValuePays has not changed.
If you have any further questions please contact our office at X-XXX-XXX-XXXX.
Sincerely,
[redacted]
Credit Collections Lead
CC: Revdex.com