Evine

Dear [redacted],

"Arial",sans-serif; font-size: 10pt;"> 
We have received your complaint from the Revdex.com regarding the return of order# [redacted].  I apologize for any inconvenience this has caused.
 
During our conversation on November 18, 2016, I advised in order for your items to be accepted as returns the package would need to reach our warehouse no later than October 14th 2016 (30 days from date of delivery).  Reviewing the return tracking information the return package was not provided to USPS until October 27th 2016, after the 30 days return timeframe.  As the package was not received to our warehouse within 30 days the items were returned to you and will not be accepted as a return. 
 
If you have any additional questions, 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

I have been shopping from TV for years and started with Evine, I used Value Pay, which has become a nightmare! My credit card is in good standing and I keep getting phone calls from Evine telling me they are having a problm with my card. I checked with my bank and found that they never put through the charges. I have no idea what Evines' problem is? Is it their system or personnel problem They have made it a big problem for me! I will never do business with them again and I need this problem resolved.

Initial Business Response /* (1000, 5, 2015/12/21) */
Dear Mr. [redacted],
We are in receipt of your letter to the Revdex.com and would like to thank you for taking the time to share your concerns with us regarding your account.
Our records indicate that on April 30th, 2015...

you placed order number [redacted] for two Invicta Reserve watches 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.
Per our conversation on May 13, 2015 you expressed you no longer want credit terms from Evine Live. The option for future ValuePays has been removed from your account. In May a request was sent to Equifax to remove the credit inquiry. As you stated this was not done, a second request was sent on August 17th, 2015. After speaking to you last month a third request was sent on November 20th, 2015. After several attempts, Equifax has declined this request. Unfortunatly it is up to Equifax to accept and remove the inquiry.
If you have any further questions please contact our office at [redacted].
Sincerely,
M. [redacted]
Credit Payment Specialist II
Initial Consumer Rebuttal /* (3000, 7, 2016/01/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did NOT agree or give verbal permission to have a hard credit inquiry on my credit report. The letter above mentions the website. I DID NOT purchase the item from the website. I CALLED customer service and spoke to the representative that did not advise of the hard credit inquiry. There was no disclaimer advised,like banks or credit card lenders etc., who would review your credit. The information above is FALSE. I NEVER accepted the credit terms.
Final Business Response /* (4000, 9, 2016/01/05) */
Dear Mr. [redacted],
We are in receipt of your letter to the Revdex.com and would like to thank you for taking the time to share your concerns with us regarding your account.
Per your conversation on May 13, 2015 with our Credit Department, you expressed you no longer want credit terms from Evine Live. The option for future ValuePays has been removed from your account. In May a request was sent to Equifax to remove the credit inquiry. As you stated this was not done, a second request was sent on August 17th, 2015. After speaking to you last month a third request was sent on November 20th, 2015. After several attempts, Equifax has declined this request. Unfortunatly it is up to Equifax to accept and remove the inquiry.
If you have any further questions please contact our Credit Department at X-XXX-XXX-XXXX.
Sincerely,
[redacted]
Senior Supervisor Executive Resolution Office

Initial Business Response /* (1000, 5, 2015/01/08) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding and online ordering issue. I apologize for any inconvenience this has caused.
I have attempted to reach you via telephone to no avail.
If...

you would like to discuss this matter 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, 5, 2015/05/01) */
Dear Ms. [redacted]:
We are in receipt of your letter to the Revdex.com.
Your account with Evine Live had gone over 30 days past due on Order# XXXXXXXX, therefore, the ValuePay option was removed for future...

purchases. I have reviewed your account and the Valuepay option has been reinstated as a one-time exception.
As of today your account with Evine Live is in good standings and you are able to purchase using the ValuePay option.
If you have any further questions or concerns, please contact our Customer Service Department at X-XXX-XXX-XXXX.
Sincerely,
[redacted]
Senior Credit Payments Lead
CC: Revdex.com
Initial Consumer Rebuttal /* (2000, 7, 2015/05/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 9, 2015/11/06) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding your experience with the late delivery of your television (order#XXXXXXXXX). I apologize for any inconvenience this has caused.
During...

our conversation on November 4, 2015, I had advised you that after researching your order, it was found that that due to an unforeseen issue the television was not picked up by the carrier. Another television has since been shipped under the same tracking information (AIT tracking XXXXXXXX). As a courtesy, I offered you a refund of your original shipping and handling charge of $29.99, 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,
Bridget [redacted]
Executive Resolution Office
EVINE Live
CC: Revdex.com
Initial Consumer Rebuttal /* (2000, 11, 2015/11/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The tv has not arrived as of 11/9/15. I do accept the refund and what they did on their part. Will not be satisfied until the product I ordered has been delivered.

Initial Business Response /* (1000, 5, 2015/05/15) */
Dear Mr. [redacted],
We are in receipt of your letter to the Revdex.com. 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...

April 30th, 2015 you placed order number [redacted] for two Invicta Reserve watches 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.
Per our conversation on May 13, 2015 you expressed you no longer want credit terms from Evine Live. We also discussed the issue that one of the watches you did not receive. We had opened a claim and are currently reviewing it. You have paid us in full for the Invicta Reserve watch, item #619-948, that you did receive. The option for future ValuePays has been removed from your account. Once the claim for item #631-097 has been completed I will send a request to Equifax to remove the credit inquiry.
If you have any further questions please contact our office at [redacted].
Sincerely,
[redacted]
Credit Collections Lead

Initial Business Response /* (1000, 5, 2014/04/08) */
Dear [redacted],
We received your complaint from the Revdex.com Regarding the Auto Delivery cancellation for the Skinn Cosmetics 4Pc "Lift Me Up" Day & Night Treatment ([redacted]).
I have attempted to reach you via...

telephone to no avail.
If 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]
Office of the President
ShopHQ
Cc: Revdex.com

Initial Business Response /* (1000, 5, 2014/12/23) */
Dear Ms. [redacted],
We have received your complaint from the Revdex.com regarding to multiple issues regarding your account.
A supervisor (Kim) was able to connect with you over the phone. She was able to review and go...

over your account information with you. Although you do disagree with the policy, we appreciate your time and effort to speak with us. We have forwarded your information to upper management per your request when speaking with Kim.
If you have any further questions, please feel free to contact us in the future. We can be reached at X-XXX-XXX-XXXX.
Thank you for your understanding and cooperation.
Sincerely,
[redacted]
Credit Payments Manager
ShopHQ
CC: Revdex.com
Initial Consumer Rebuttal /* (3000, 7, 2014/12/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is a canned response with no answers as to what they intend to do about this inappropriate business practice. As I indicated when speaking with their representative covering their legal and financial interests does not go hand in hand with fair and/or good customer service. This response is meaningless. I would like the inquiry made to my credit report removed.
Final Business Response /* (4000, 9, 2015/01/05) */
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.
Our records indicate that on December 11, 2014 you placed order number XXXXXXXX for a SS Buckle Ring, a Nintendo 3DS Fun Bundle, and a High Polish Eternity Band requesting a payment plan of 6 monthly payments on each. 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.
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 a disclaimer on our website (www.shophq.com) and on air that indicates that Value Pay is available to qualifying customers.
Since it sounds as though you no longer want credit terms from ShopHQ, if you pay us in full for your open ValuePay items this week, we can mark your account as not eligible for future ValuePay, and then send a request to Equifax to remove the credit inquiry of 12/11/14. As of 1/5/15 your account balance is $646.52. If you desire to continue to use our ValuePay credit plan, the credit inquiry cannot be removed.
Please call our [redacted] to make these payment arrangements at X-XXX-XXX-XXXX. Once we have received full payment, we will notify Equifax.
Sincerely,
[redacted]
Credit Payments Senior Lead
Final Consumer Response /* (3000, 11, 2015/01/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In light of my complaint bringing a huge hole in their customer service and the fact that I had previously established a credit history with ShopHQ, I believe as a good will gesture this inquiry should be removed without me having to appease them. ShopHQ or any other company believing the SOP that covers their financial interest equates to good customer service is not providing quality customer service. As I indicated, an internet search revealed that there are many, many people who are unhappy with this policy. A good will gesture on ShopHQ's part would keep them from losing another customer.

Initial Business Response /* (1000, 5, 2015/11/02) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding the return of a World Tech Toys drone (order # XXXXXXXXX). I apologize for any inconvenience this has caused.
On October 29, 2015, our...

Customer Service supervisor, Martha, contacted you in regard to this matter. Martha has authorized the late return of this order, and emailed you a UPS label ([redacted]) to use for the return. A refund will be processed upon receipt of the return.
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]
Office of the President
EVINE Live
CC: Revdex.com
Initial Consumer Rebuttal /* (3000, 7, 2015/11/04) */
They have sent me a return label and I returned it yesterday. I am still waiting to get a working drone from them

[redacted]
Final Business Response /* (4000, 9, 2015/11/11) */
Dear [redacted],
We have received further correspondence regarding your complain from the Revdex.com.
A return was processed on order # [redacted] on November 4, 2015. You should be able to verify this with your original payment method (Visa [redacted]). If you would like to reorder this item, EVINE Live would be glad to match the original price and payment terms.
If you would like to discuss this matter further, please contact me directly via telephone at [redacted] or [redacted] or via email at [email protected] between the hours of 9am-5:30pm EST, Monday through Friday.
Thank you for your understanding and cooperation.
Sincerely,
Douglas [redacted]
Office of the President
EVINE Live
CC: Revdex.com
Final Consumer Response /* (2000, 11, 2015/11/13) */
Its resolved thank you

[redacted]

Final Consumer Response /* (2000, 6, 2016/02/24) */
On Monday 2/22/16 Evine Live gave me a call. The representative name was Bridget. She called to confirm if I had contacted Revdex.com then proceeded to tell me she has read the complaint and that the money will be in my bank by Thursday. If the...

money was not in by Thursday she wanted me to call her back. On Tuesday 2/23/16 I checked my bank account and the money was there. Revdex.com made this process very quick and easy, thanks.

Initial Business Response /* (1000, 8, 2016/03/04) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding a delivery claim on order # XXXXXXXXX). I apologize for any inconvenience this has caused.
When you reported non-receipt of this order...

on January 9, 2016, we began an investigation and it was determined that to process your claim, EVINE Live would need you to fill out and notarize claim forms. These forms were mailed to you on January 14, 2016, with specific instructions to return them to EVINE Live's Claims department no later than January 29, 2016. Unfortunately, these forms were not received until February 8, 2016, and your claim was denied. If you would like to discuss your claim further, please call X-XXX-XXX-XXXX.
If you have further questions or concerns, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at [redacted]@evine.com between the hours of 9am-5:30pm EST, Monday through Friday.
Thank you for your understanding and cooperation.
Sincerely,
Douglas [redacted]
Executive Resolution Office
EVINE Live
CC: Revdex.com

I am rejecting this response because:
I found out that Evine is not even an authrized seller of Apple products.  As far as I recall I only put in my wifi passcode to get onto the internet.  There are other similar complaints where people got these and are having the same problems getting credit.  I
am handicapped to begin with.  I will have to haul the computer to someone to help me get probably someone elses id to unlock it.  I have filed complaints with the Attorney Generals office and The FTC.  Evine isn't even an authorized seller of Apple Commputers.
So who has this item not Evine. There are other similar comlaints about this. Please help me get my credit.  Thank you. [redacted]

Dear [redacted],

"Arial",sans-serif; font-size: 10pt;"> 
We have received your complaint from the Revdex.com regarding your order for Swagway Self Balancing Electric Scooter w/ Built-in LED Lights (order# [redacted]).  I apologize for any inconvenience this has caused.
 
During our conversation August 24, 2016 you had disclosed to me that you have been provided communication from our agents that you may return item, but you were never able to receive our pre-paid label. At that time I advised that I would need to follow up with the agents and have our quality control office review those calls. In our follow up conversation August 25, 2016, I stated that our quality control office confirms that you were provided misinformation about the return. It is because of this miscommunication provided by our agents we are allowing you to return the product. As soon as the package is received a full refund will be issued to the credit card you used for the order.
 
If you would like 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,
 
 
Bridget [redacted]
Executive Resolution Office
Evine
 
CC:  Revdex.com

Dear [redacted],

"Arial",sans-serif; font-size: 10pt;"> 
We have received your complaint from the Revdex.com regarding your order for the Cook's Companion Cast Aluminum Easy Griddle Flip Pan w/ Gift Box (order# [redacted]).  I apologize for any inconvenience this has caused.
 
During our phone conversation January 4, 2017 we discussed our policy concerning items that were sent incorrectly. I advised that in the future should you receive an item sent in error we request that you send item back to Evine for a full refund. If there is no SmartLabel on your invoice we will extend a pre-paid label to you for the return. We also discussed that we did have the call reviewed in relation to the $10 Evine credit. It was found that there was some miscommunication about how the credit was applied. I advised that I will remove the $10 Evine credit from your account and apply it towards your future ValuePays for this order. We are more than happy to take care of this as a onetime exception as our normal policy is to request that our customers send the incorrect item back to our facility.
 
If you had any additional questions or need further help, 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, 2015/09/30) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding your return of the Cozelle Sheet set (order XXXXXXXXX). I apologize for any inconvenience this has caused.
During our conversation on...

September 30, 2015, we discussed our return policy. I advised you that EVINE Live will reject any returns received after 30 days from the date of receipt. As a courtesy, I advised you that I would make an exception and EVINE Live will accept the return. Once the item is received, a full refund will be issued. I also suggested that if you have a return that is approaching the 30 day time frame to see if the return can be 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,
Bridget [redacted]
Executive Resolution Office
EVINE Live
CC: Revdex.com
Initial Consumer Rebuttal /* (2000, 7, 2015/10/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 6, 2014/09/11) */
Dear Mr. [redacted],
We have received your complaint from the Revdex.com regarding activity on your account (cr [redacted]). Supervisor [redacted] from the Credit Department was able to speak with you in regards to your...

account, and review our policy with you in regards to qualifying for ValuePays.
If you have any further questions please contact the ShopHQ credit department at [redacted].
Sincerely,
[redacted]
ShopHQ Payments Manager
CC: Revdex.com

Initial Business Response /* (1000, 5, 2015/10/16) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding the return of order # XXXXXXXXX. I apologize for any inconvenience this has caused.
During our conversation on October 13, 2015, I...

advised you that EVINE Live was unable to determine how you might have received this item, but after researching the matter, we would accept a return. I have provided you with UPS label [redacted] and I advised you that EVINE Live would accept this return if it was received before October 31, 2015. A refund will be processed upon receipt of the item.
If you have further 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,
Douglas [redacted]
Office of the President
EVINE Live
CC: Revdex.com
Initial Consumer Rebuttal /* (2000, 7, 2015/10/28) */

Initial Business Response /* (1000, 5, 2015/02/05) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding your order that was unable to be cancelled (order# [redacted]). 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

Please be wary of this company's business practices.

While Value pays are convenient, they are not posted in a user-friendly format. Customer Service representatives are arrogant in their attitude and the company's view is that they give you the tools- so go monitor it yourself.

You will not be quaranteed a call, text or email if any unusual activity or payment glitch occurs like other shopping networks. They tell you a card on file required you to edit expiration date, etc. No such luck with this company. However, they will FREEZE YOUR ACCOUNT without notice; requiring you to go through a long-winded process to remedy the situation.

My suggestion would be to buy what you need from this company at full value if you can. Try not to get caught in their inefficient Value Pay system as your expectations will be shattered when there is NO CUSTOMER SUPPORT comparable with other networks.

It's sad when companies treat customers this way.