Evine

Dear Mr. [redacted],

face="Cambria">

EVINE Live is in receipt of your letter regarding concerns you have on your account. 

Our records indicate on March 15, 2016 the installments on your ValuePays became due for order numbers [redacted] and [redacted]. Unfortunately your card declined the charges for these payments. Our reauthorization department made several attempts to contact you via the phone number we have on file and were unsuccessful in reaching you. We do show that you went online April 14, 2016 and updated your credit card information which then processed the March installment once they already rolled into collections.

Due to this payment, I have removed your account from collections and reinstated your remaning ValuePays to process on the American Express [redacted]. These payments will process on May 14, 2016 and June 13, 2016 for each of the two orders listed above.

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 ###-###-####.


Sincerely,



L. [redacted]
Credit Payment Specialist II

CC: Revdex.com
[redacted]

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

I am rejecting this response because:I've requested EvineLive NOT charge me for returning a package, unopened. I've also requested my EvineLive credit card account be closed by consumer request. 
These actions cannot be completed via telephone. 
In order to protect my consumer/billing rights I have chosen to communicate via email, only. 
I do not trust EvineLive. They've displayed terrible customer service and have yet to take responsibility for sending unsolicited merchandise through USPS-according to their site, is illegal.
Simply making an attempt to telephone me is not in any way a resolution to a problem created by EvineLive shipping department.
Aside from the email copy we both have from d[redacted]@evine.com, I left a voice mail message for him on 5-19-16 and attempted to phone him today. A message says he's out of the office 5-20-16. He has not called or emailed me, otherwise.

Dear [redacted],

"Arial",sans-serif; font-size: 10pt;"> 
We have received your complaint from the Revdex.com regarding your order for the Tracfone 4.5" LG Power Android 5.0 Smartphone w/1200 Minutes, Texts, Data & Accessories (order# [redacted]).  I apologize for any inconvenience this has caused.
 
During our phone conversation September 28, 2016 you stated that the Tracfone warranty department never revealed to you to back up your phone and not to send accessories prior to returning. We also discussed Evine’s return policy. I advised you that Evine will reject any returns received after 30 days from the date of receipt.  As a courtesy, I stated to you that I would reach out to manufacture and propose further scripting for returns to their facility. Also to check if the information on your phone could be recovered along with the phone case. On October 3, 2016 I left you a voicemail advising that the manufacture will be sending out a replacement phone case, however they were not able to retrieve your stored data on the phone.
 
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

I am rejecting this response because:
If other tv media like HSN OR QVC can do this.  So can Evine.   THEY JUST DON'T WANT TO !!!!!!!!!!!
[redacted]

I just had a problem with one of two denim vests I purchased from Evine. I called Customer Service & found a rep who was pleasant, understanding, and who solved my problem instantly (the wrong color vest had been sent to me). I have had a membership with Evine since 1991 when it was Value Vision. I love the company-great merchandise, fantastic customer service people. Thank YOU~
carol [redacted]

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. 
 
EVINE Live is not required to display terms and conditions of ValuePay on screen for each item we are selling. So the disclaimer is aired periodically during broadcasts. There is also a disclaimer on our website that describes our ValuePay program.
 
If you have any further questions please contact our office at ###-###-####.
 
 
Sincerely,
 
 
 
 
Kim H.
Credit Payment Specialist II
[redacted]

I am rejecting this response because:
this is a lie when I ordered items with you before and now I call the call center and they never tell you about a credit check and your channel or your show host don't tell you either.
 
you are only told make the first payment and then you are billed the next 5 months. I DID check my credit and it is 750!  don't tell me now that my credit is no good when I just used value pay a few months ago.   It illegal to use my credit without my permission, or to tell me first !Which your staff refused to do when I placed my order, If told me that you do that I wouldn't have ordered anything from you.
fyi I HAVE contacted the Illinois attorney general, and the one Minnesota where you are and they both saw the site and it is illegal. I HAVE FILED COPLAINTS there to.
I don't your sorry and you don't tell people if you did no one would shop with you.  You broke the privacy act and the law will catch up with you
 
[redacted].

Initial Business Response /* (1000, 5, 2016/02/18) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding the Consult Beaute Cocktail (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,
LeShonn [redacted]
Executive Resolution Office
EVINE Live
CC: Revdex.com
Initial Consumer Rebuttal /* (3000, 7, 2016/02/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a copy of the email response I sent. I did leave a voice mail with LeShoon telling him that I would call him back in the late afternoon, so I don't know why he has called and left messages during the day time as I work 7pm to 7am.
LeSchoon,
I received your voice message and called you back but you were not able to speak with me as I left you a voice mail.
I really don't like how I was treated by Evine when I called in to tell your company that I had not idea that fish was in this product. It would have been nice to know. No one there was interested in what I had to say. There was even a manager that said to me " why did you need to speak to a manager about this , you didn't need me" ( I felt as though I was wasting his time) and then I asked to be transferred to the CEO and the phone call hung up soon after that.
I have been a very good customer from Evine, Shopq, ShopNBC and even before that. I have to say that no other company has treated me that way. This is not how to keep people interested in purchases from your company. You act as though your customers must just accept poor customer service or go somewhere else. I can not only be the one person that has experienced this.
I want a refund of this product and an "I am so sorry that you were treated this way, yes you are important to our company and promise to treat everyone calling in with better responses". I have now spent way to much time on this matter. I also want your company to have the guest selling this product to say on air that yes it does have fish in it.
Final Business Response /* (4000, 20, 2016/03/15) */
Dear [redacted],
We have received further correspondence from the Revdex.com regarding the Consult Beate Cocktail (order# XXXXXXXXX). I apologize for any inconvenience this has caused.
Per our email correspondence on February 23, 2016, I advised you that your MC1680 was refunded in the amounts of $39.90, $32.91, $32.91 and $32.91, which is the original value payments that were charged.
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 Business Response /* (1000, 5, 2014/08/05) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding your Nobis tablet and keyboard. 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]@shophq.com between the hours of 9am-5:30pm EST, Monday through Friday.
Thank you for your understanding and cooperation.
Sincerely,
[redacted] of the President
ShopHQ
CC: Revdex.com
Initial Consumer Rebuttal /* (3000, 7, 2014/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have been leaving each other messages for the past week. I will make an attempt to contact LeShonn again.

I ordered a body care and makeup set from this company right before Christmas, I disliked the smell of the body care so decided to return it. I affixed the label that came with it and took it to mail back not giving it a second thought. The woman at the packaging place said I need to pay $ 23.00 in return shipping? I said no there's a return label on it and lo and behold the label said postage required. I thought well it's just a mistake I will call and get it straightened out right? WRONG. The customer service rep said some items do not come with prepaid return labels and asked what was wrong with the item, I told her I didn't like the smell of the body care. She basically treated me like crap and said I had to pay return postage. When I told her I would never shop with them again she said "that's your choice". I was so angry I hung up! They have the WORST customer service I have ever encountered. This company is ripping people off, they only do this so you are stuck with the item knowing you will not pay over half the cost to ship it back. Do not do business with them!! They have zero respect for you as a customer or consumer, stick with HSN or QVC.

This is the most unethical company ever! They have no quality control. They charge you shipping both ways, even when they send you a defective item. If your ATM or credit card expires or when mine was getting swapped out by the bank because of fraud they sent my value pay to collections. They couldn't even wait a week for the new card to arrive. The collections people called me and hung up several times. I finally used reverse look up to find out who was doing that. So I called them to find out what the problem was. By this point I had already updated my card, but it didn't stop the collections phone calls. They called me 15 times in a week, even after I had updated the information. Today I stopped to visit my 80 year old parent's house and found out they had been also calling them for a week. How is that even legal? I will never shop there again and if you're smart you won't either. Don't be fooled by their rating or by how long it says they have been in business. They have changed hands and the Revdex.com does not reflect that in their evaluations. You can see that there have been a ton of recent complaints. DON'T SHOP THERE. You will be sorry.

Initial Business Response /* (1000, 5, 2015/08/14) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding your HP Desktop Computer (order# XXXXXXXXX). I apologize for any inconvenience this has caused.
During our conversation on August 11, 2015,...

you advised that you have disputed this transaction with PayPal and were told not to speak with us concerning it. I provided you with my direct contact information and have yet to hear back from you.
If you would like to discuss this 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,
Kris [redacted]
Executive Resolution Office
EVINE Live
CC: Revdex.com
Initial Consumer Rebuttal /* (3000, 7, 2015/08/24) */
I was sent a letter that I received on the 17th from a Kris [redacted] from Evine. I was told she was away for a week. I left her a voice mail telling her I would like to talk to her about this, and then I wrote her an email requesting the same. I understood she'd be back today.
It is not ready to be closed out. I am still waiting to hear from her and will call her myself after her lunch hour if I have not heard from her.
Thanks very much.
[redacted]
Final Business Response /* (4000, 14, 2015/09/23) */
Dear [redacted],
This letter is to follow up with my previous correspondence dated September 4, 2015.
As I advised via email on September 18, 2015, we did receive your item at our corporate office and forwarded it to our distributor. As of today, September 21, 2015, a return has been processed. Please allow 3-5 business days for the credits to be posted to your original method of payment.
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,
Kris [redacted]
Executive Resolution Office
EVINE Live
CC: Revdex.com
Final Consumer Response /* (2000, 16, 2015/10/01) */

Dear [redacted],

"Times New Roman",serif; font-size: 10pt;">
We have received your complaint from the Revdex.com regarding your return of the Apple iMac (order#[redacted]).  I apologize for any inconvenience this has caused.

During our conversation on April 11, 2016, I advised you that perhaps the reason why this has not been refunded is because the product is locked. At this time I proposed that I will contact the vendor to have them provide more details as to why a refund has not been issued. On April 15, 2016, I received correspondence from our vendor that indeed the product was received back to their warehouse locked with your Apple credentials. I then left you a voicemail informing you of the vendor’s response. They will be sending the computer back to you with instructions on how to unlock the Apple iMac to the original settings. This package also contains a pre-paid label that you may use to return the item once unlocked. Once our vendor receives the return unlocked a full refund will be issued.

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, 2014/03/07) */
Dear Mr. [redacted],
We have received your complaint from the Revdex.com regarding order XXXXXXXX. A supervisor from the Credit department recently spoke with you in regards to this issue. During this call you requested that...

we follow up with the Revdex.com and not contact you again.
As discussed with our supervisor, 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 is what you had requested when you placed this order. Our web site (www.shophq.com) and on air disclaimers indicate Value Pay is available to qualifying customers.
The mention of being pre-approved for this option is related to our ShopHQ credit card, which is offered by GE Capital Retail Bank. Pre-approval is not something that is done when qualifying customers for ValuePays on an order.
If you have any further questions please feel free to contact the ShopHQ credit department at X-XXX-XXX-XXXX.
Sincerely,
[redacted]
ShopHQ Payments Manager
CC: Revdex.com
Final Consumer Response /* (3000, 7, 2014/03/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response from shop hq. As I stated in my complaint your company pulled my Equifax report when I typed in my address,not when I placed the order that is against the law and I will not let shop hq horrific business practices get away with this. Now I don't have a soundbar and I have a negative inquiry on my Equifax report.You would think shop hq would just delete the inquiry since I have no business with them but no they just wanna make consumers lives harder than it already is. In addition the supervisor I spoke too named jerry in the credit department even agreed,that once I type my name and address you guys pull the report.How can this company have an A rating on Revdex.com. Shop hq does not care about people all they want is our money and they will do as much illegal things to acquire our hard earned money. I will never shop at shop hq again and I will make sure all of my friends,family,coworkers etc....never shop there also!... I will be submitting complaints with my Pennsylvania attorney general office/Minnesota attorney general office,the consumer finance protection bureau,and the ftc. I urge everyone to do the same if they've been done wrong by shop hq. Thank you Revdex.com for your time!
Final Business Response /* (4000, 9, 2014/03/11) */
Dear [redacted],
We have received further correspondence from the Revdex.com.
The process you outline in your response happens only when an order is placed. Your letter implies that the ValuePay qualification process happens when creating an account with ShopHQ. That is not accurate. The ValuePay qualification process is initiated only after an order is placed.
As stated in our original response, 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 is what you had requested when you placed this order using the ValuePay option. Our web site (www.shophq.com) and on air disclaimers indicate Value Pay is available to qualifying customers.
Once the order has been placed the inquiry process has already been initiated. Regardless of the outcome, a request for a credit transaction has been ask for, per the guidelines listed above. The inquiry is not able to be removed.
If you have any further questions please feel free to contact the ShopHQ credit department at X-XXX-XXX-XXXX.
Sincerely,
[redacted]
ShopHQ Payments Manager
CC: Revdex.com

I am rejecting this response because:I have made 3 attempts to contact Simmons. Once I spoke to a live person they told me to contact the retailer. The other 2 times I was transferred to a voicemail. I have left 2 MESSAGES with Simmons and not ONE response. I did not buy the mattress from Simmons I purchased it from Evine! In light of Evine's  rude and argumentitive manner when contacting them, my inability to reach Simmons or get a response, Evine's deceptive representation in the sale of this mattress and ease of resolution through Simmons if there was an Issue, and the time and money Invested in alternate needs for me to sleep on nightly. I seek a REFUND. 
 
I have contacted a consumer affairs reporter here in NY who also looked into this and has confirmed Evine as a whole has more consumer related issues then all other major TV shopping venues. I am also consulting family counsel. This is larger then the $449.00. It's principal. I will not be decived as a consumer and then receive the service or lack of and have this be acceptable. 
 
I purchase a mattress to sleep on. I had to purchase an Aerobed to have a temporary place to sleep. a reasonable amount of time has passed I have no resolution! I will not put my sleep comfort off for Evine or Simmons and there deceptive and less than professinal service of handling of this matter. I will purchase from a local brick and mortar. 
 
If I do not have immediate resoltion I will be moving forward with the consumer affairs reporter here in NYC and this story will get filed. I will also look at my options legally. I will not just sit on my hands and accept the hand currently being dealt.
 
Regards,
 
[redacted]
###-###-####

Initial Business Response /* (1000, 8, 2015/08/11) */
Dear [redacted]
We have received your complaint from the Revdex.com in regard to your request to return merchandise on behalf of your mother-in-law, which have passed the 30-day return period.
I am currently...

reviewing your request and will respond once I have an update.
Thank you for your patience while I review this matter further.
Sincerely,
[redacted]
Senior Supervisor, Executive Resolution Office
EVINE Live
CC: Revdex.com
Initial Consumer Rebuttal /* (3000, 10, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Nothing has been resolved - as business is stating that they need more time to review this request and then they will respond with an update.
Final Business Response /* (1000, 19, 2015/09/09) */
Dear [redacted]
This letter is to follow-up with my original response dated August 11, 2015. Thank you for your patience while I reviewed your request further.
After reviewing this matter, we will approve the following items for a late return:
Item# 309-891 (quantity of 3) - Personal Pedi Callus Remover w/ 8 Rollers For Smooth Hands and Feet
Item# 309-273 (quantity of 6) - Isomers Foot & Leg Genius Relief Cream
These items need to be received by us no later than October 2, 2015. If they are received after this date, we will return the merchandise back to you with no credit being issued.
Unfortunately, we are unable to authorize item# 454-247 (Roolen Breath Cool Mist Ultrasonic Humidifier) for a late return.
I have enclosed a copy of the invoice for the items that have been approved for late returns and your account has been documented accordingly. Once these items have been received and processed, credit will be issued towards the original method of payment.
Once again, thank you for your patience while I reviewed this matter.
Sincerely,
Laura [redacted]
Senior Supervisor, Executive Resolution Office
EVINE Live
CC: Revdex.com

Initial Business Response /* (1000, 5, 2014/12/09) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding two orders for Matisse Boots ([redacted] and [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]@shopnbc.com between the hours of 8am-4:30pm CST, Monday through Friday.
Thank you for your understanding and cooperation.
Sincerely,
[redacted]
Office of the President
ShopHQ
CC: Revdex.com

This company literally moved me to tears. I have never been so disrespected in my life. I honestly don't believe that they care for customers. I called them in regards to a mistake on their part. They sent my items to my former address. I spoke to customer service representatives but with little avail. Then the executive emailed me and I thought ok I will get some sort of resolution. He treated me like crap! He was so disrespectful and made me cry. He made me feel as if I did wrong. Kept telling me how I told the representative the wrong info and I told him unequivocally I did not because my mother and I ordered the same item. She received her item at the correct address but I did not. He was speaking over me, an unprofessional and totally disgusting person. I will not order from this company again.

Initial Business Response /* (1000, 5, 2015/02/26) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding you order XXXXXXXX. 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 8am-4:30pm CST, Monday through Friday.
Thank you for your understanding and cooperation.
Sincerely,
[redacted]
[redacted]
EVINE Live
CC: Revdex.com