Evine

Dear Ms. [redacted],

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Evine is in receipt of your letter to the Revdex.com.
 
Our records indicate that on August 25, 2016 your final ValuePayment of $10.46 was paid on order number [redacted]. This order is paid in full and we have notified Affiliated Credit Services to close this account.
 
We hope that you continue to do business with Evine in the future. If you have any further questions, please contact our office at ###-###-####.
 
 
Sincerely,
 
 
 
 
Lynelle S.
Credit Payment Specialist II

I enjoy evine live everyday even if I don't purchase. Customer service has been very easy and helpful with my questions. I feel they do not sell anything they would not purchase. I have shopped here since value vision. I trust Evine Live.

Initial Business Response /* (1000, 5, 2014/09/11) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding the recall and subsequent refund on your order. I apologize for any inconvenience this has caused.
During our telephone discussion on...

September 11, 2014, I advised you that we would be willing to match the original price and terms for you on a re-order of this product. You agreed and we placed a new order.
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 9am-5:30pm EDT, 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 return of the [redacted] 14” Intel Quad-Core Notebook (order# [redacted]).  I apologize for any inconvenience this has caused.
 
During our conversation on August 29, 2016, I advised that the UPS tracking number of [redacted] does indicate that you refused the package on August 9, 2016.  I advised you that it went to a wrong address, however, being that this was no fault of yours, I issued an immediate refund to your Visa ending in 9051.
 
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, 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, 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

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.
**

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

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.

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, 2014/09/23) */
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 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

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

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

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, 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

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, 6, 2015/06/26) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding your order for an Invicta watch (order XXXXXXXXX). I apologize for any inconvenience this has caused.
During our conversation on June 26,...

2015, I advised you of EVINE Live's pricing guarantee policy. I advised you that normally we can honor prices within 24 hours of an advertised sale price. The price of $349.82 was shown in a video on www.evine..com. There is a disclaimer that accompanies these videos that reads "Video replays of previously aired programs may contain special offers, promotions or pricing that are no longer valid. Please see current pricing options displayed next to the video." As a courtesy, since you claimed that our agent offered you a more recent sale price, I offered to adjust the price of your order to $399.86, which is the price advertised on May 7, 2015.
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]
Office of the President
EVINE Live
CC: Revdex.com
Initial Consumer Rebuttal /* (2000, 8, 2015/06/29) */
Evine contacted me to and they apologized and offered to honor the price. This was a great outcome and I am glad to see they were understanding and able to help me. Thank you Evine and The Revdex.com.