Evine

Initial Business Response /* (1000, 6, 2015/01/07) */
Dear Ms. [redacted],
ShopHQ would like to thank you for taking the time to share your concerns with us regarding your recent order.
Our records indicate that on December 8, 2014, you placed order number [redacted] for a Rosetta Spanish...

Stone requesting a payment plan of six monthly payments. By requesting the ValuePay option you are agreeing to the terms and conditions of ValuePay with ShopHQ. Orders may be subject to credit approval by ShopHQ and ShopHQ may review credit reports to qualify customers for ValuePay. ShopHQ reserves the right to limit or restrict the use of ValuePay at any time. This information is on our web site at www.shophq.com.
When using ValuePay ShopHQ is extending you credit, because we ship merchandise to you before full payment is received. Because of this process, ShopHQ 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.
On December 29, 2014 we show that you requested to make several payments using our on-line payment system. The payment in question for $7.72 is showing as still being owed. We would be happy to process this payment thru at your request.
If you have any further questions please contact our office at[redacted].
Sincerely,
K. [redacted]
Senior Credit Payment Lead
CC: Revdex.com
Initial Consumer Rebuttal /* (3000, 8, 2015/01/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I partially accept this response. I now understand regarding the credit check issue. I've never had another home shopping company pull my credit in over 15 years of purchasing online, so that was not familiar to me, nor have I seen that disclosure online when placing an order. But I will accept that part of the answer.
What I am still having an issue with, is the fact that ShopHQ is not acknowledging that the glitch was on their end regarding the payments I made. I faxed a copy to the manager named [redacted], who told me on 1/6/15, when she finally called me back, that she did receive my faxed payment information, and yes, I did select to make all of those final payments that I listed in my original complaint. I also am attaching that for K. [redacted], who might be the same [redacted], I don't know. What I don't appreciate is that a cust. svc. rep., and a manager would tell a customer what she didn't do, when she has proof of what she did do. I submitted proof of all the payments I made to complete those ValuePays on 12/29/14. My payments were in authorization mode, including the $7.72 on the Cozelle Comforter. I know what I selected, it did not magically show up in my authorizations. I had to have chosen to pay this. SHopHQ needs to acknowledge that the issue/glitch was on their end, and not my doing. I did just what I said I did, as I tried to explain to rep. [redacted] who kept telling me what I didn't do and cutting me off, and then Manager [redacted], saying the same thing until I presented proof. What has happened since then is that the payment was not taken. That is not my fault. That is ShopHQ's fault. Something didn't complete on their end. Again, [redacted] acknowledged this when she called me back on 1/6/15 after seeing my fax, and now I need K. [redacted], or whoever else, to acknowledge the same. Never lump all of your customers in to the same mold. I'm aware that some may not be honest. But I am very honest and I do what I say. I emphatically stated what I did, but no one wanted to listen. Give your customers the courtesy of explaining without knocking down what they are saying. Computer systems sometimes have issues/glitches even in the largest companies. Acknowledge that. That's still my issue with ShopHQ.
Final Business Response /* (4000, 10, 2015/01/13) */
Dear Ms. [redacted],
We have received your response from the Revdex.com.
Per your most recent letter, it appears that our records are not corresponding with what you have stated. In order to resolve this issue, we have adjusted the amount of $7.72 from your account. The order number [redacted] is now paid in full.
If you have any further questions, please feel free to contact us at [redacted].
Sincerely,
[redacted]
Credit Payments Senior Lead
CC: Revdex.com

Initial Business Response /* (1000, 10, 2014/05/13) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding your Simmons "Ingleside" Plush Mattress Set (order XXXXXXXX). I apologize for any inconvenience this has caused.
During our...

conversation on May 6, 2014, I advised you that I could contact Simmons to request that they replace your mattress with a different one, however I could not guarantee this could be done as the order was placed online and a plush mattress style was chosen at that time. At this point you requested a refund, so I advised you that I would request a late return from Simmons and contact you back once an update was received. On May 8, 2014, I contacted you and advised that Simmons would accept a late return. I advised you that you would be contacted by the delivery company to set up an appointment to pick up your mattress. Once the mattress is returned, a refund will be processed to your original method of payment.
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,
[redacted]
Office of the President
ShopHQ
CC: Revdex.com
Initial Consumer Rebuttal /* (3000, 12, 2014/05/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr. Cooley,
In your response to our conversation on May 6, 2014, you left out some facts that were crucial in my decision to ask for a refund:
1. I attempted to correct you about the transaction (I placed it with a representatives) you raised your voice and proceeded to tell me what I had done (placed an online order). I attempted to ask you to review the recording of the transaction but again you raised your voice.
2. You then stated that you would contact Simmons and see what you could do being that I was outside of the 30 day window.
At that point I requested the refund, you then stated that I may have to accept a partial refund due to being outside of the 30 day window.
What I wanted initially was for the mattress to be exchanged but your rudeness was what led me to ask for a refund.
The mattress was picked up on 5/19/2014 by simmons.
I understand that a full refund was granted, I will wait for you to inform me when the funds will be credited back to my debit card.
Thank you,
[redacted]

I will not use evine ever again. My credit card was compromised and I received a new credit card. After receiving a letter about my old card not being valid from evine I updated my payment info on my acct immediately and made it default pymt but did not know you had to update also for every order you are making payments on figuring they would use the valid card now on file. Next thing I know I am receiving a collections notice?? I have worked hard to keep my credit in good standing and this company was already sending me to collections when I had a valid card on file! Never again will I make purchases from evine.

Dear [redacted],

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We have received your complaint from the Revdex.com regarding the online payments for your Todd English Air Fryer (order# [redacted]).  I apologize for any inconvenience this has caused.
 
During our conversation on August 29, 2016, I advised you that we were not able to refund the additional value payment and reinstate the original due date, however I would waive your October 23rd payment of $21.99; which would leave your final value payment  of $22.01 due on November 22, 2016
 
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 [redacted],

We have received further correspondence from the Revdex.com in regards to the delivery claim filed on July 31, 2015, for your 14K Bella Rosa Rica Rings (order# [redacted]).  I apologize for any inconvenience this has caused.

The Claims Department has made their final decision and another exception cannot be made.

If you have any additional questions, please contact me directly via telephone at [redacted] or [redacted] 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

Dear [redacted]

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We have received your complaint from the Revdex.com regarding authorizations and charges for order# [redacted].  I apologize for any inconvenience this has caused.
 
I have attempted to reach you via telephone and I have 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 9:30am – 6:00pm EST, Monday through Friday.
 
Thank you for your understanding and cooperation.
 
Sincerely,
 
 
Diana [redacted]
Executive Resolution Office
Evine
 
CC:  Revdex.com

Initial Business Response /* (1000, 5, 2015/01/02) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding your experiences when contacting the manufacturer for warranty assistance with your LePan tablet. I apologize for any inconvenience...

this has caused.
During our conversation on December 30, 2014 I advised you that I would contact LePan on your behalf and ask that they contact you to assist. On December 31, 2014 you confirmed that you did receive a reply from the manufacturer and that you would be sending the tablet in for repairs. I also informed you that should you need further assistance with this issue to contact me directly.
If you have any additional questions, please contact me directly via telephone at [redacted] or [redacted] or via email at [redacted]@shophq.com between the hours of 9am-5:30pm EST, Monday through Friday.
Thank you for your understanding and cooperation.
Sincerely,
[redacted]
Office of the President
ShopHQ
CC: Revdex.com

I recently made a purchase online w Evine on Dec 4, 2016 and as promised on tv the smartwatch will arrive by Dec 20,2016. It did not arrive so I called and emailed them too. They promised Dec 23,2016 the package will arrive and of course it did not again. They said this time they dont know when. They are unreliable and will never again order from them.

Initial Business Response /* (1000, 5, 2015/11/11) */
Dear Mr. [redacted],
EVINE Live would like to thank you for taking the time to share your concerns with us regarding your order.
Our records indicate that on October 24, 2015 you placed order number [redacted] for a Samsung Galaxy Note...

4G Unlocked Android Cell Phone 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 [redacted].
Sincerely,
K. [redacted]
Senior Credit Payment Lead
Initial Consumer Rebuttal /* (3000, 7, 2015/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Evine did not make it clear that they were going to access my credit reports by doing a hard pull, otherwise I would not have bought an item from them. Simply saying that the terms and conditions allow it is not acceptable.
If they want to run a credit check, they should make it clear and ask for a social security number.
They need to contact the credit bureau and remove that credit pull.
Final Business Response /* (4000, 9, 2015/11/17) */
Dear Mr. [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 XXXXXXXXX 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. We submit the customer's name and address as it is provided to us.
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]
Senior Credit Payments Lead
CC: Revdex.com

Dear [redacted],

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We have received your complaint from the Revdex.com regarding your order for the SensorLOFT Microfiber Gel-Fiber & Memory Foam Bed Topper (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

Initial Business Response /* (1000, 5, 2015/12/02) */
Dear Ms. [redacted],
EVINE Live would like to thank you for taking the time to share your concerns with us regarding your order.
Our records indicate that on November 27th, 2015 you placed XXXXXXXXX for a Swagway self-balancing...

hover board 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,
M. [redacted]
Credit Payment Specialist II
Initial Consumer Rebuttal /* (3000, 7, 2015/12/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When you accept my payment from another credit card company reguardless of the form of payment what would give you the right to run a credit report without my authorization as if someone is applying for an Evine credit card. If it would state that at check I would have never ever purchased from your company your company is the worst business to deal with you do not see QVC or HSN running credit reports on items you purchase on their value pay plan I guess my next step is the Federal Trade Commision since you are very difficult to deal with. After further research done on Evine complaints I see that this company is terrible to do business with. Never once out of all the purchases I've done at Evine has a credit report been ran so why would a consumer think you would ever do that no matter if it is value pay or not. Buyers beware if you purchase an item from Evine they will pull your credit report without your authorization like they did to me and knocked 19 points off on my credit score and then cancel your order.
Final Business Response /* (4000, 9, 2015/12/03) */
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 XXXXXXXXX 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,
M. [redacted]
Credit Payment Specialist II

Initial Business Response /* (1000, 5, 2014/04/04) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding your order for the D2 Tablet (order# [redacted]). I apologize for any inconvenience this has caused.
During our conversation on April 4,...

2014, I advised you that we will accept the tablet and SD card bundle both as late returns as a courtesy. I have emailed you a pre-paid UPS label to use to return both of the items on this order to us for a full refund. Once your returns have been received and processed, full credit will be issued 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

Initial Business Response /* (1000, 16, 2014/03/14) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding your iPad Air Bundle (order# [redacted]). I apologize for any inconvenience this has caused.
During our conversation on March 7, 2014, I...

advised you that I would apply a $75.00 adjustment to your order for the missing Next Issue Certificate. In addition, I advised I would contact our vendor and request the certificate be sent to you.
On March 13, 2014, I contacted you to advise that the certificate has been mailed to you. You may track the status using USPS tracking number [redacted]. At that time, you confirmed that you had received the $75.00 credit I provided.
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 replacement of your Simmons Beautysleep Mattress (order# [redacted]).  I apologize for any inconvenience this has caused.

During our conversation on March 28, 2016, I advised you that Simmons advised that they would replace your mattress set.  On March 31, 2016, I contacted you and advised that your replacement mattress was scheduled to ship on April 4, 2016.  I advised you to let me know if you did not receive a call from the delivery company by April 6, 2016.

If you have any additional questions, please contact me directly via telephone at [redacted] or [redacted] 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
Tell us why here...

Initial Business Response /* (1000, 5, 2014/08/05) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding cr 11624625. I apologize for any inconvenience this may have caused.
Per your conversation with a Supervisor from the Credit...

Department, we were able to resolve this matter by reinstating your account with full shopping privileges including ValuePays. The account was closed in error and will not have any negative impact on your account.
[redacted] from our President's Office is working with you in regard to the items you were attempting to order. If you need to reach [redacted], you may do so by calling 1-800-747-4178 between the hours of 9am-5:30pm EST, Monday through Friday.
If you have any further questions regarding your account being closed in error, please contact the our Credit Department at [redacted] between the hours of 9am-9pm EST, Monday through Friday and 10am-3pm EST, Saturday.
Sincerely,
[redacted]
ShopHQ Payments Manager
CC: Revdex.com

Initial Business Response /* (1000, 5, 2016/01/12) */
Dear Ms. [redacted],
EVINE Live is in receipt of your letter to the Revdex.com.
Our records indicate that on January 2nd, 2016 you placed Order Number XXXXXXXXX for a Rosetta Stone Powerpack Levels 1-5 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.
Due to the fact that we show record of you attempting to cancel the order on January 5th, we will request that Equifax remove the credit inquiry as long as you either payoff the balance or return the item back to EVINE Live. Either of these would need to happen before we will send the request. The ValuePay option has also been removed from your account so any future purchases will be offered on full pay only.
If you have any further questions please contact our office at X-XXX-XXX-XXXX.
Sincerely,
K. [redacted]
Credit Specialist II

Initial Business Response /* (1000, 5, 2015/11/16) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding an order that was shipped to an incorrect address (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,
Bridget [redacted]
Executive Resolution Office
EVINE Live
CC: Revdex.com

Initial Business Response /* (1000, 5, 2015/11/10) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding the damaged order you received (order# XXXXXXXXX). I apologize for any inconvenience this has caused.
During our conversation on November...

10, 2015, I advised you that a full refund was issued on November 3, 2015. During this conversation, you advised that you had reordered the item (order XXXXXXXXX) and there was one broken bottle in the set when you received it. As you stated that you were not going to return the set as you were using it, I processed an adjustment in the amount of $24.92, which was applied to your remaining ValuePays.
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 8am-4:30pm CST, 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, 9, 2014/09/23) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding your comforter and sheet sets (order [redacted]). I apologize for any inconvenience this has caused.
During our conversation on September...

15, 2014 I apologized that the order was not placed with the shipping discount as well as one item being placed as a pay in full order instead of ValuePay. I advised you that the error would be addressed internally. I also advised you that I would process a 50% discount to each item on the order, and that the differences would be applied to your remaining ValuePays. This excludes the item that was placed as pay in full as for this item the 50% discount was credited to your credit card.
Per your request, as a follow up to our conversation and after processing the discount to each item on the order, you were emailed your remaining value pay schedule.
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

Customer service is terrible I called to have my refund placed on a new debit card because my old one was stolen and I had closed the account, I was told by three different rep that I could have my refund put on my new card, but when they issued the refund they issue it to the old account. I was even told by rep that she had noted in my account that my card was stolen and that I needed to have the my refund issued to my new card. When I ask to talk to a manger they put me on hold for an hour only to come back and say that there wasn't one available and that one would call me back. After speaking to manger he says that the policy is that they have to issued it back to original card and that he don't know why someone would tell me other wise. My question was did he see where the rep had noted in my account about my situation and his answer was yes but that I was told wrong by the rep. I WILL NEVER ORDER ANYTHING FROM THEM AGAIN!!!!!!