Evine

Initial Business Response /* (1000, 5, 2014/08/29) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding shipping and handling charges and returns. I apologize for any inconvenience this has caused.
During our conversation on August 29,...

2014, 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, or the tax associated with it. As a courtesy, I advised you that I would refund all shipping and handling charges for the orders we discussed to the original payment method for each order..
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, 2014/04/03) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding your Samsung 50' TV (order XXXXXXXX). I apologize for any inconvenience this has caused.
I have attempted to reach you via telephone...

to no avail.
Please be advised that your Master card (ending in 0247) was credited in full for the amount of $191.66 on March 27, 2014.
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,
LeShonn Cooley
[redacted] of the President
ShopHQ
CC: Revdex.com

Initial Business Response /* (1000, 5, 2016/01/18) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding the return of an EFFY ring (order # XXXXXXXXX). I apologize for any inconvenience this has caused.
During your conversation with...

LeShonn in my office on January 14, 2016, he explained to you that not all EVINE Live invoices are sent with the pre-paid SmartLabel, and that in cases where it doesn't we do ask that our customer choose their own carrier and pay to return an unwanted item. This information and return instructions can be found on your invoice that was sent with the merchandise.
This is EVINE Live's standard return policy. I apologize, but we will not be able to accommodate your request for return postage reimbursement.
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, 2016/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company is intractable regarding posting their return policies for expensive items on their website BEFORE a purchase is made. I know I think this is deceptive; I would think the Revdex.com would think that also.
I think EVINE does this so that if you buy an expensive item that does not meet one's satisfaction when it arrives, then you are more likely to keep it rather than go to a UPS store to pay for shipping and insurance.
I had back surgery a few weeks ago and was not able to drive to a store and had to have a friend take care of it for me.
They could have made an exception, but chose not to.
Final Business Response /* (4000, 9, 2016/01/20) */
Dear [redacted],
We have received further correspondence from the Revdex.com regarding your complaint.
Information regarding EVINE Live's return policy may be found online at www.evine.com in the 'Help' section. Returning an unwanted item to EVINE Live is always our customer's responsibility, whether a pre-paid label is included on the invoice or not. There will be instances when a pre-paid label is not included with your item. In such a case, the expectation is that the customer will take the item to a carrier of their choice to make arrangements to return their order.
In order to remain constituent with our stated return policy, we are unable to offer reimbursement for your return of this order.
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 Business Response /* (1000, 10, 2015/02/05) */
Dear Ms. [redacted]:
We are in receipt of your letter to the Revdex.com. ShopHQ would like to thank you for taking the time to share your concerns with us regarding your recent experience.
In December 2014 several...

orders placed by you on your ShopHQ credit card declined the next ValuePays and your account went past due. No payments were made, which resulted in your account going into collections with our collection agency [redacted].
[redacted] is the issuing bank of the Shop HQ credit card; they did not approve the installment on the order. The reason they denied the charges is a private matter between you and [redacted] Bank. ShopHQ has no access to any of [redacted] Bank's account information.
You had expressed concerns that your [redacted] card was attempted multiple times. After further review, we have no record of these attempts. ShopHQ does not report to the Credit Bureaus, so this will not reflect against your credit ratings. We apologize for any inconvenience you may have experienced as a result of this matter.
At this time the amount of $113.12 is owed to our collection agency [redacted], please contact them at [redacted] to make payment arrangements.
Sincerely,
M. [redacted]
Credit Collections Lead
CC: Revdex.com of Minnesota and North Dakota
Initial Consumer Rebuttal /* (3000, 12, 2015/02/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There must have been fraudulent activity on my account because I did not purchase anything in the month of December 2014. Further more the collection agency did make four attempts at one time trying to collect more than was authorized by me. This can be proven through my credit card company. I contacted [redacted] bank to ask them about what a representative told me about the bank not accepting my payment. The bank said they did not understand what the confusion was because my account was current. I received a letter about three days after I confronted this collection agency about their numerous attemtps to collect a debt that's when I told them that I would be reporting this information to the Revdex.com and Federal Trade Commission. As soon as I said that my file went immediately to a collection agency. I paid the debt the very same day I received notice. There was never an intention not to pay what they said I owed. I will be contacting my creditor to ask for my records for the attempts Shophq tried to make without my approval. The response letter from Shophq seemed hostile and appears to not take responsibility for what they did further blaming me for an fraudulent action they took on their behalf of their collection team. I do not accept any apologies from this company further more will continue to bring light to their practices on collection because I know im not the only one who experienced this unfortunate situation.
Final Business Response /* (4000, 15, 2015/02/16) */
Dear Ms. [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.
The seven orders in question were placed between the days of July 20th, 2014 and August 30th, 2014. These were all placed on six ValuePays. This means that we would charge your card every 30 days starting when the order is shipped to you. The ValuePay installments that declined on the ShopHQ card were due in December 2014. Here is a list of the orders and the dates they were due.
O#94265686 - ValuePay due on 12/19/14
O#94266911 - ValuePay due on 12/20/14
O#94266985 - ValuePay due on 12/20/14
O#94990665 - ValuePay due on 12/23/14
O#94990837 - ValuePay due on 12/22/14
O#94993605 - ValuePay due on 12/22/14
O#95205632 - ValuePay due on 12/31/14
You had expressed your concerns that your [redacted] card was attempted multiple times. This was reviewed and we have no record of attempting authorization on your card. Please provide the date these were attempted along with the amounts so we can further research this information.
As of today your account with ShopHQ is paid in full. If you have any further questions or concerns, please contact our Customer Service Department at [redacted].
Sincerely,
M. [redacted]
Credit Collections Lead
CC: Revdex.com of Minnesota and North Dakota

Dear Mr. [redacted],
 
 
We are in receipt of your letter to the Revdex.com. It appears that our previous communication with you did not explain the issue as well as you would have liked.
 
When order number [redacted] was placed online, you requested to use our ValuePay option, and you agreed to the terms and conditions of ValuePay with Evine. Orders may be subject to credit approval by Evine and Evine may review credit reports to qualify customers for ValuePay. There is a disclaimer on our website and on air that indicates that ValuePay is available to qualifying customers.
 
Evine reserves the right to limit or restrict the use of ValuePay at any time. This information is 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. A disclaimer is also listed under “Terms of Use.”
 
 
If you have any further questions please contact our office at ###-###-####.
 
 
Sincerely,
 
 
 
 
L. O’[redacted]
Credit Payment Specialist II

Dear [redacted],
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We have received your complaint from the Revdex.com regarding the return of your return for item numbers 727-997, 718-492 & 727-932 (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,
 
 
Lisa [redacted]
Senior Supervisor Executive Resolution Office
Evine
 
CC:  Revdex.com

As of now, it has been very, very negative. I opened a charge account with Evine. Received the card and made a purchase. It was cancelled by Evine. The bank called for verification (understandable) and everything was fine. However, on the Evine side of things, my account is blocked. It has been blocked for a while. I have called the bank that issued the credit card, they can do nothing. They don't communicate with evine to let them know that everything is ok. The bank tells me that I can tell them. And of course, Evine is going to believe me?????? NO!!! Which is what I expected! Have called, have lost count how many times and it has not been resolved. Yesterday I was told that my account is fine, from the Evine side of things. But still cannot order anything. It comes up with the message of calling customer service and they tell me that my account is blocked. I get NO help from either side, the bank or Evine and some of the representatives get an attitude! All I want is to resolve the issue! Incredibly frustrating!!!

Initial Business Response /* (1000, 5, 2015/12/01) */
Dear [redacted],
We are in receipt of your complaint to the Revdex.com regarding past due payments. 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 July 15th, 2015 you placed order number XXXXXXXXX for the Wagner PaintReady Sprayer System w/ Extra Detail Finish Nozzle using our monthly ValuePay plan. This order was placed on your Master card ending in [redacted]. Unfortunalty this card declined the charge for the November 15, 2015 ValuePay. Our Reauthorization department does make several attempts to reach you regarding this matter. Until payment arrangments are made, further attempts will continue. As you have indicated in your complaint that you wish to pay by check, please send your payment to the address above. If you change your mind and wish to bring your account current by phone, 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.
If you have any further questions please contact our office at X-XXX-XXX-XXXX.
Sincerely,
M. [redacted]
Credit Payment Specialist II
Initial Consumer Rebuttal /* (3000, 7, 2015/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They just said jib jab nonsense which didn't even address how they are harassing me 4, 5 times a day home and cell phones. Yes, I told them I would send a check and told them to stop calling which they haven't. Due to this harassment I will send payment when they stop calling me all day long. I decided I will send a money order instead don't want them to access my checking account by my account number which I'm sure they would. This is a terrible company and I will never do business with them again NEVER.
Final Business Response /* (4000, 9, 2015/12/02) */
Dear Mr. [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 order you placed with us was placed on our ValuePay plan. Unfortunalty your Master card declined the charge for the next installment. Our Reauthorization department does make several attempts to reach you regarding this matter. Until payment arrangments are made or your money order is received, further attempts will continue. At this time we have put these calls on hold for three days to allow time for your payment to be received. If you wish to bring your account current by phone, please contact our Reauthorization department at X-XXX-XXX-XXXX.
As previously stated, 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 Payment Specialist II

Dear [redacted],

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We have received your complaint from the Revdex.com regarding the missing parts for your Homebasica Platform Bed (order# [redacted]).  I apologize for any inconvenience this has caused.
 
I have attempted to reach you via telephone and through 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 8am-5:30pm EST, Monday through Friday.
 
Thank you for your understanding and cooperation.
 
Sincerely,
 
 
LeShonn [redacted]
Executive Resolution Office
Evine
 
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.
Diana at Evine was polite and very helpful. She was a pleasure to work with. She advised me of some of the key things to note about the website and suggested I go over the terms and conditions as I was a new customer. If all Evine employees were as helpful as Diana I would be happy to continue to do business with this company.
**

Dear [redacted],
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We have received your complaint from the Revdex.com regarding the phone calls that you have been receiving from our Reauthorization Department. I apologize for any inconvenience this has caused.
During our conversation on March 28, 2016, I advise you that I will research further and contact you back. On Mach 29, 2016, I advise you that I contacted our Credit Department to look into this further. They were able to determine that you were being contacted in error. They did not share with us the error that occurred, only that they will make sure that your phone number has been taken out of their systems.
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,
Lisa [redacted]
Senior Supervisor Executive Resolution
EVINE Live
CC:  Revdex.com

Initial Business Response /* (4000, 8, 2016/02/10) */
Dear David [redacted] and Christine [redacted]
We have received your complaint from the Revdex.com regarding the late return of your Cat Footwear Boots (order# XXXXXXXXX). I apologize for any inconvenience this has...

caused.
During our conversation on February 9, 2016, I advised you that a late return would be authorized, however you would be responsible for the return shipping costs and the item would need to be received in our warehouse no later than February 24, 2016.
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 CST, Monday through Friday.
Thank you for your understanding and cooperation.
Sincerely,
LeShonn [redacted]
Executive Resolution Office
EVINE Live
CC: Revdex.com
Final Consumer Response /* (3000, 6, 2016/02/09) */
Evine live rep, Sean called on 2/4/16 asking we return the call to discuss the case. I replied to the number provided XXX XXX XXXX also requesting a return call. no response as of 2/9/16. second message left at same Evine contact number today 2/9/16. awaiting response.

Initial Business Response /* (1000, 5, 2014/03/11) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding ShopHQ placing an authorization on your credit card and then charging it once the order has shipped. I apologize for any inconvenience this has...

caused.
During our conversation on March 11, 2014, I explained that an authorization is placed on the customer's credit card to ensure funds are available before the order has been shipped. Once the order has been shipped, the authorization is then processed as a charge. You have indicated that you have this issue with other retailers and would like for us to change our policy. Once I informed you that this process will not change, you disconnected the call.
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]@shophq.com between the hours of 9am-5:30pm EST, Monday through Friday.
Thank you for your understanding and cooperation.
Sincerely,
Markesha Cardenas
[redacted] of the President
ShopHQ
CC: Revdex.com
Final Consumer Response /* (3000, 7, 2014/03/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This person called me this a.m. and when I attempted to tell her that the preauth, then the removal,then the charge onto my debit card cause dmy bank account statement to go up and down like a yo-yo. I was informed in no uncertain terms their procedure would not change and I told her then it was up to me to make a change. I hung up on her because I will not tolerate an attitude from an employee of ShopHQ. Without US that company does not stay in business. I hung up and called back and was directed to the '[redacted] of the president (allegedly) and this very same person answered the phone. I asked to speak to her supervisor and she wanted to know 'the nature of my call' and I told her it was not her business. A man named [redacted], claiming he was her supervisor, answered, I explainted chaos their accounting procedure created on my bank account and he stated the same that they had no plans on changing it. I told him they did not have to do that charge in that manner because if they do a preauth they can let it stand and it becomes a charge and my bank account would not be manipulated as it does now because of their procedure. He stated he would pass [redacted] info on, but I seriuosly doubt he will. I also told him his "Marketsha' had an attitude and he stated he listened to her end of the conversation and he heard nothing wrong. They simply don't care. It is now my choice whether or not to remain a customer. This is pathetic when an archaic system messes up a customers bank statements and that business doesn't care, and has no interest in fixing it.

Dear [redacted],

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We have received your complaint from the Revdex.com regarding your order for the Invicta Disney 40 mm Pro Diver Ltd Ed Automatic Bracelet Watch w/3-Slot Dive Case (order# [redacted]).  I apologize for any inconvenience this has caused.
 
During our phone conversation December 14, 2016 we discussed our policy concerning canceling an order. I advised you that we work hard to fulfill your order to get it to you as quickly as possible, which makes our cancellation window a very small time frame. However, we were able to reach out to our warehouse to get this order canceled before it shipped. This is a lengthy process and we are not always able to catch orders before it ships, please keep in mind that we may not be able to do this for you in the future.  But in the event you find you are unable to cancel your order, please know that you mayreturnthe item to us within 30 days of receiving your package and we will refund the cost of the item minus shipping and handling.
 
I have confirmed that we have sent the authorization reversal request for $36.24 to your bank, this was approved by your bank on December 12, 2016. If the authorization is still showing on your account, I would suggest contacting your bank for more information.
 
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, 2014/09/23) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding your Hamilton Beach Waffle Maker (order# [redacted]). I apologize for any inconvenience this has caused.
During our conversation on...

September 17, 2014, I advised that we do not have a cancellation policy, and that many times order cannot be cancelled soon after being placed. In addition, I emailed you a pre-paid UPS label, which you used to return the item. Your return was received and you have been credited in full to your original method of payment.
If you have any 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

Dear [redacted],

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We have received your complaint from the Revdex.com regarding the Cook's Companion] 4-in-1 Chill, Brew, Filter & Infuse 3qt Tritan Pitcher (order# [redacted]).  I apologize for any inconvenience this has caused.
 
During our conversation on September 11, 2016, I advised you that a full refund was processed back to your PayPal account.  On September 11, 2016, the value pays that were originally charged ($12.58, $3.95, $3.95) were credited to your PayPal account.
 
It was at this time that you spoke of the treatment that you received, you stated that you were hung up on and that the person that you spoke to was not helpful. I sincerely apologize for this interaction and will personally review the calls and take any necessary actions. Thank you for your time and feedback
 
If you have any additional questions or wish to discuss the situation further, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at l[redacted]@evine.com 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, 2014/03/24) */
Dear[redacted],
We have received your complaint from the Revdex.com regarding the delivery of your Simmons mattress set (order [redacted]). I apologize for any inconvenience this has caused.
During our conversation...

on March 20, 2014, we discussed how the delivery process should have worked for you. I advised you that we again had Simmons mattress sets available and offered to place a new order for you with a discount. As you declined to place the order, I offered you a $100.00 ShopCredit to be automatically applied to your next order, which you accepted.
If you need further assistance, please contact me directly via telephone at [redacted] or [redacted] or via email at [redacted]@shopnbc.com between the hours of 9am-5:30pm CST, 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, 2014/09/11) */
Dear [redacted],
We have received your complaint from the Revdex.com in regard to the return of your order for the HP Compaq 8000 Ultra Slim Refurbished Desktop Computer (order# [redacted], item# [redacted]). I apologize...

for any inconvenience this experience may have caused.
We processed a full credit as of August 28, 2014; therefore, the one ValuePay of $71.99 you were initially charged was processed back to your MasterCard ending in [redacted] and all remaining ValuePays have been closed.
Once again, I sincerely apologize for any inconvenience this experience may have caused. Should you have any further 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]
Sr. Supervisor, Office of the President
ShopHQ
CC: Revdex.com

Initial Business Response /* (1000, 5, 2015/10/15) */
Dear Ms. [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 July 2, 2014 you placed order number XXXXXXXX for an Invicta Reserve...

Men's Bolt Zeus Swiss Auto SW500 Skeletonized Dial Watch 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,
K. [redacted]
Credit Payments Senior Lead
CC: Revdex.com
Initial Consumer Rebuttal /* (3000, 7, 2015/10/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It sounds like the fact that Evine can do a Hard Credit Inquiry legally is indicated in the fine print or disclosures. I'm disturbed to find out that a merchant can access a consumer's credit report using only the name and address WITHOUT the consumer disclosing a social security number. When I responded to the Value Pay option using Evine's website, it was not obvious that my credit would be pulled or else I would not have made the purchase. It takes 2 years for hard inquires to drop off. Evine's sales practices were not completely explicit in terms of informing the consumer that credit would be pulled. I respectfully ask that the Hard Inquiry be moved to a Soft Inquiry so that my score isn't negatively impacted. This seems to be a reasonable solution and I promise never to use Value Pay in the future.
Final Business Response /* (4000, 9, 2015/10/19) */
Dear Ms. [redacted],
We have received further correspondence regarding 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 XXXXXXXX was placed online, you requested to use our ValuePay option, and you 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. A disclaimer is also listed under "Terms Of Use."
If you have any further questions please contact our office at X-XXX-XXX-XXXX.
Sincerely,
K. [redacted]
Credit Payments Lead
CC: Revdex.com

Initial Business Response /* (1000, 5, 2015/01/14) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding the return of your order for a Samsung camera (order [redacted]). I apologize for any inconvenience this has caused.
During our conversation...

January 8, 2015, I advised you that the agent you spoke with on December 26, 2014 followed the wrong process and should have processed your return at that time. I further advised you that I had processed your return and that you would receive a full refund on your American Express card that was used on the order.
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