Evine

Initial Business Response /* (1000, 5, 2015/10/29) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding your order of the Apple watch sport bundle (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 8am-4:30pm CST, Monday through Friday.
Thank you for your understanding and cooperation.
Sincerely,
Bridget [redacted]
Executive Resolution Office
EVINE Live
CC: Revdex.com
Final Business Response /* (4000, 8, 2015/11/09) */
Dear [redacted],
I am writing you today to follow up with my initial correspondence dated October 29, 2015.
Per our discussion on November 5, 2015, EVINE Live will gladly accept a return within our 30- day return time frame. In this case, your order was not returned within our 30-day return policy and cannot be accepted.
In your complaint, you also state that the additional bands were not advertised as being non-Apple items. The description of this item on www.evine.com clearly states that these items are non-Apple products. Our records indicate that your order was placed online, where this information is readily available.
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 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

Dear [redacted],

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We have received your complaint from the Revdex.com regarding the late return of your Oso Casuals Cardigan (order# [redacted]).  I apologize for any inconvenience this has caused.

I have attempted to reach you via telephone to no avail.

If you wish to discuss this matter further, please contact me directly via telephone at ###-###-#### 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 Live

CC:  Revdex.com
[redacted]

Dear Mr. [redacted],

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EVINE Live is in receipt of your letter to the Revdex.com.
 
Our records indicate that on July 6, 2016 you placed order number [redacted] for the Ombre Circle Tahitian Necklace which was cancelled by EVINE Live. We sent an electronic reversal to your bank on July 7, 2016 requesting that the funds be released. You will need to follow up with your bank to verify this information.
 
When 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.  This information is on our web site at www.evine.com. We use Equifax Information Services LLC to obtain credit report information.  A letter was mailed explaining why we are not able to extend the ValuePay option to you based on the information Equifax provided.
 
 
If you have any further questions please contact our office at ###-###-####.
 
 
Sincerely,
 
 
 
 
L. [redacted]
Credit Payment Specialist II

Initial Business Response /* (1000, 5, 2015/09/28) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding your Italian Designs with Stefano 14K ring (order# XXXXXXXXX). I apologize for any inconvenience this has caused.
During our conversation...

on September 23, 2015 I advised you that I would review your request for a late return. On September 25, 2015, I advised you that we would not be able to allow a late return as this order was well beyond our 30-day return policy. As a courtesy, I offered to waive the final ValuePay of $52.89, which you accepted.
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 [redacted]
EVINE Live
CC: Revdex.com

Ordered Consult Beaute from Evine, the product caused burning and welts to my face so I obviously returned it. Evine actually has the audacity to CHARGE me the consumer for the return when it was a product on their TV station that caused damage to my skin and a trip to my Dr. Compared to HSN and QVC this shopping channel's customer service is not up to par compared to other shopping sites. Wont us them again and I urge others to be cautious and know their policies before you buy

Dear Ms. [redacted],

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EVINE is in receipt of your letter to the Revdex.com.
 
Our records indicate that on September 13, 2016 you requested the September ValuePay to be made on order [redacted] for the Beautyrest 4” Gel Memory Foam Topper. We show that due to a system error, your account was in fact authorized twice. We have already notified our Computer Support to inquire why this occurred. We will also be reviewing the calls that took place between you and the Evine reps to determine what needs to be addressed internally.
 
We sent an authorization reversal request to your bank this morning which they will receive today. Please follow up with your bank to determine when the authorization will be reversed.
 
Due to the inconvenience, we have added a $20 Evine credit to your account that will be available for the next 90 days. We apologize for any inconvenience and hope that you do business with us in the future. If you have any further questions please contact our office at ###-###-####.
 
 
Sincerely,
 
 
 
 
K. [redacted]
Credit Specialist II

Initial Business Response /* (1000, 5, 2015/01/29) */
Dear[redacted],
We have received your complaint from the Revdex.com regarding your Invicta watch (order# [redacted]) and your experience with Customer Service. I apologize for any inconvenience this has caused.
We have...

forwarded your feedback in regards to your experience and will have any issues addressed internally. In regards to your issue with the order having not been shipped, please note that the delivery date provided at the time your order is placed is an estimated arrival date. Orders may take a few days to process, depending on volume. We see that your order was delivered on January 28, 2015.
Should you have and concerns in the future, please do not hesitate to contact me directly.
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 Consumer Rebuttal /* (3000, 7, 2015/01/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
while I can appreciate me opsals resposnse regarding the delivery of my watch and it was delivered on time.........it does not address the attitude or disrespect I was treated with by the supervisor names [redacted] which was the major reason I made the complaint in the first place.but I do not see where that has been addressed.........this guy [redacted] was out of line

Initial Business Response /* (1000, 5, 2014/12/09) */
Dear Ms. [redacted],
We have received your complaint from the Revdex.com regarding to multiple issues in regards to your account.
Our records indicate [redacted], a Supervisor in our Credit Department, was able to connect with you...

via telephone. She was able to review and go over your account status with you.
If you have any further questions, please feel free to contact us 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]
Credit Payments Manager
ShopHQ
CC: Revdex.com

Dear [redacted],

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We have received your complaint from the Revdex.com regarding orders that were sent to the wrong address.  I apologize for any inconvenience this has caused.
 
On July 29,2016 you spoke with Bridget from our office regarding several orders ([redacted] and [redacted]). During that conversation it was found that these orders were placed through your online account, which is maintained solely by you. With this being said, Evine does not have the ability to update and/or remove addresses on your online account and is therefore, your responsibility to do so.
 
After further review of the situation, we discovered through tracking of these shipments (tracking numbers [redacted] and [redacted]) that the delivery address was changed via UPS MyChoice, which would solely be controlled by you. As the delivery address for both shipments was changed via UPS MyChoice, we are unable to file a claim and recommend you contact UPS to assist further.
 
Thank you for your understanding and cooperation.
 
Sincerely,
 
 
Lisa [redacted]
Executive Resolution Office
Evine
 
CC:  Revdex.com

Initial Business Response /* (1000, 10, 2015/02/27) */
Dear Ms. [redacted],
We have received your complaint from the Revdex.com in regard to your recent experiences. I apologize for any inconvenience and frustration this may have caused.
We spoke in length on February 19,...

2015; at which time, I advised you I would create a list of all charges and refunds since September to the present and send it to you. I sent you this information on Wednesday, February 25, 2015.
On the afternoon of Thursday, February 26, 2015 you emailed me stating I lied to you about wanting to resolve the issue, provided me three order numbers that either had not been received or were received damaged, as well as your concern about a recent order for item# 307-662 (order# [redacted]) and its status. I then responded to you later that evening apologizing you felt I had lied to you and I was still actively working on your account, I then advised you I had processed the refunds for orders [redacted], [redacted], and [redacted] and explained the ValuePays would close and any ValuePays that had been charged would refund towards the credit card charged; and finally advised you I was contacting our warehouse in regard to your order for item# 307-662 and would update you sometime on February 27, 2015.
Once again, I apologize for any inconvenience this experience caused.
Sincerely,
[redacted]
Senior Supervisor, Office of the President
EVINE Live
CC: Revdex.com

Dear [redacted],

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We have received your complaint from the Revdex.com regarding your Orbit Self Balancing Electric Scooter (order# [redacted]).  I apologize for any inconvenience this has caused.
 
During our conversation on December 14, 2016, I advised you I would reach out to the warranty department for additional information.  Later that morning, I contacted you back and advised you that the warranty would accept the item back and either repair or replace it for you.  I provided you the RMA information (RMA 1214-EVINE-464462_41_5_4) that is to be included and advised you to be sure to write this information on the outside of the shipping box.
 
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

Dear Mr. [redacted],

face="Cambria"> 
 
EVINE Live is in receipt of your letter to the Revdex.com.
 
Our records indicate that on 17-MAY-2016 you placed order number [redacted] for an Invicta men’s Russian Diver Watch, Invicta reserve men’s Venom Watch, and an Invicta reserve men’s Venom 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 ###-###-####.
 
 
Sincerely,
 
Lynelle S.
Credit Payment Specialist II
[redacted]

DO NOT SHOP WITH EVINE
I am writing this as buyers beware notice.
Here is what happened –
I called the date that I was supposed to receive my shipment –
I was referred to UPS who in turned sent me to the post office
The post office said it was delivered. I asked to who because it was not me who received the
package. The USPS in their true form two hours later said they can’t get the package back.
In turn to I was told to call the sender back.
I then called Evine again (call 3) – I spoke with a woman who I had to explain the difference between the word dang and dam. I used the word dang and she told me I was swearing at. At that point she told me I was going to get my refund in 72 business hours (even thought they are open 24 hours a daily 7 days a week when they take orders and money)
Now that the 72 business hours have passed (call 4) – I called them again because the refund had not shown up. I spoke with a Kevin. Kevin then tells me that I should have received documents to sign- that should have been in my email. So, he keeps telling me not to be hostile with him – he attempts to give me a phone number to the claims department and then get off the phone. I asked multiple times for a supervisor and he was not able to reach “supposedly” and was told I would get a phone call in 48 business hours but that doesn’t include Thanksgiving.
Kevin also informed me that the supervisor could do nothing to help with the claim. I told him that the reasons I wanted to speak with a supervisor was because not any of them provided the proper information. Kevin was adamant not to let me speak with a supervisor. He also claimed he resent sent the email and I had my email open. I had cleaned out my spam so that if it went there I would have seen it.
Here I sit waiting to call “claims” at central time. This will be call 5 and I am pretty sure with the lack of training, representative that cannot explain policy has made this the most horrific experiences ever.

BETTER YET I have no claim number because "Claims" hasn't contact me to give it to me.

My name and email are as follows:
Catherine Ritchey
[email protected]

Dear Mr. [redacted]

face="Cambria">

We are in receipt of your letter to the Revdex.com. 

Our records indicate that on March 8, 2016 EVINE Live issued 3 refunds for $66.50 along with refund of  $19.99 on May 24, 2016 back to your Visa [redacted], as of May 25, 2016 Chase Bank has not rejected these back to us.

Per our conversation via a conference call with Chase Bank on May 24, 2016 they will be opening up a dispute on their end to have a refund check issued to you for the amounts we refunded back to your account.

If you have any further questions, please contact our Credit Department at ###-###-####.


Sincerely,



[redacted]
Credit Payment Specialist II
[redacted]

Initial Business Response /* (1000, 5, 2016/01/06) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding the Waggoner Chocolates that shipped to the incorrect address (Order # XXXXXXXXX). I apologize for any inconvenience this has...

caused.
During our conversion on January 6, 2016, I advised you that since order was placed online and claimed that you had selected the correct address prior to placing your order, a refund would be issued back to the original method of payment that you used. I advised you to remove the old address from your online address book.
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,
Maria [redacted]
Executive Resolution Office
EVINE Live
CC: Revdex.com

Initial Business Response /* (1000, 5, 2015/01/15) */
Dear Ms. [redacted],
We have received your complaint from the Revdex.com in regard to the non-receipt of your order number [redacted]. I apologize for any inconvenience this may have caused.
I attempted to reach you via...

telephone to no avail.
A full credit was issued towards your original method of payment (Visa ending in [redacted]) for your order as of January 7, 2015. I apologize for the significant delay it took to resolve this matter.
If you have any additional questions or need further assistance, please contact me directly via telephone at [redacted] or [redacted] or via email at [redacted]@evine.com between the hours of 9am-5:30pm EST, Monday through Friday.
Thank you for your understanding and cooperation.
Sincerely,
[redacted]
Sr. Supervisor, Office of the President
ShopHQ
CC: Revdex.com

I ordered lotions from evine in July 2016. They said I signed up over the phone for automated
service to have this order come every month for three months. I called & cancelled the
order in August & they said it was too late order already shipped. Did not get the order
for weeks. Talked to Joy & Shirley to cancel & neither of them cancelled. Kept getting
billed. When order did come I returned it & they kept over $11.00 of my monies & said
it was cancelled per Morilla. I ended up having to cancel my credit card to get them to
stop billing me. I am sure they will not send the product now that they can not bill me!
Pretty sad I had to cancel my old card & get a new one to end this process. I will not
order ANYTHING with Evine again. This is pathetic.

Initial Business Response /* (1000, 5, 2015/01/29) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding your orders that were not successfully placed. I apologize for any inconvenience this has caused.
I have attempted to reach you by...

phone to no avail.
If you would like to discuss this further, please contact me directly via telephone at [redacted] or [redacted] or via email at [redacted]@shophq.com between the hours of 9am-5:30pm EST, Monday through Friday.
Thank you for your understanding and cooperation.
Sincerely,
[redacted]
Office of the President
ShopHQ
CC: Revdex.com
Initial Consumer Rebuttal /* (3000, 7, 2015/01/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received two calls from number [redacted], I didn't recognize the number so didn't answer. No message was left either time. The first time I figured it was a wrong number, when the same number appeared on my caller ID yesterday 1-29-15, I googled the number and it showed to be from Minnesota, I then realized ShopHq is in Minnesota, so I dialed the number back and sure enough, I reached ShopHq. No attempt was made to leave me a message on my phone by this [redacted], my voicemail was empty and working fine.
I did speak to a customer service rep named [redacted], who with her supervisor (no name given) did all they could to help me. She apologized, said yes they had apparently had a computer problem and I did place the orders (I had provided proof of this). They agreed to honor the pricing and payment arrangements and waive S&H on the bracelet, (which a previous rep had promised, but as I was afraid, made no arrangements to do so). [redacted] did not know if or when another bracelet would be available as they had sold out, but was hopeful more would come in. They gave me a $20 shopping credit for my troubles.
[redacted] needs to be reprimanded for not leaving a message for me on my phone then pretending to you that she couldn't reach me. I do not know if I will ever get the bracelet, but [redacted] and her manager were very apologetic for me being made to feel like a liar and trying to commit fraud by previous reps. I have nothing but praise for their handling of this issue when I called and they had no preparation.
Until I am notified that they have a bracelet for me, this case is not to be closed. I have had problems with uncalled for rudeness and lies from their customer service before, which is why I filed this complaint as I do not feel that they can be trusted. I asked for written confirmation of the agreed upon pricing for the bracelet, but the rep said they were not allowed to send confirmations in writing, but would request that someone send me written confirmation. Maybe [redacted] would like to send me written confirmation and an apology.
Final Business Response /* (4000, 9, 2015/02/12) */
Dear [redacted],
We have received further correspondence from the Revdex.com regarding your orders that were not successfully placed.
I have attempted to reach you by phone to no avail. Voicemails were left on telephone number [redacted] on February 6 and 10, 2015.
I apologize that your order was not successfully placed. According to our records, it looks as though the item sold out between the time your order was submitted and the time it was to be uploaded into our system, which is why there is no record of the order on your account. At the time of this letter, we have limited quantities available of the bracelet (item# 144-674). We would be happy to honor the price of $219.34 on six ValuePays. If you would like to place an order, please contact my office for assistance.
If you would like to discuss this further, please contact me directly via telephone at [redacted] or [redacted] or via email at [redacted]@evine.com between the hours of 9am-5:30pm EST, Monday through Friday.
Thank you for your understanding and cooperation.
Sincerely,
[redacted]
Office of the President
EVINE LIVE
CC: Revdex.com

Initial Business Response /* (1000, 5, 2015/05/01) */
Dear Mr. [redacted],
Evine Live would like to thank you for taking the time to share your concerns with us regarding your account.
On 2/24/15 you placed order #XXXXXXXXX for a INVICTA II MEN'S QUARTZ DAY & DATE STAINLESS CASE...

LEATHER STRAP WATCH BROWN MEN'S. This order was placed on your Visa ending *0928. Unfortunalty this card declined the charge for $101. Per our conversation on 4/23/15, either payment will need to be made or proof of payment will need to be provided to remove your account from collections. Unfortunatley the proof you provided is only a copy of the invoice we sent with your order. This is a standard invoice that we send along with all our merchandise. To bring your account current please contact Evine Live at X-XXX-XXX-XXXX or Central Portfolio Control at X-XXX-XXX-XXXX.
Evine Live 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 and 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,
[redacted]
Credit Collections Lead