Evine

Dear [redacted],

"Times New Roman",serif; font-size: 10pt;">
We have received your complaint from the Revdex.com regarding your Simmons BeautySleep Persuasion Plush Mattress (order# [redacted]).  I apologize for any inconvenience this has caused.

During our conversation on April 4, 2016, you advised me that the mattress was defective and that you wanted to return it for a full refund.  I advised you that the order was placed in March of 2015 and a late return of the mattress could not be accepted.  I advised you that you would need to contact Simmons and work within the warranty.  Due to the fact that you stated you would not contact Simmons, I advised you that I would reach out to them on your behalf and request that they contact you.  Although you disconnected the call at this point, a request was sent to Simmons to have them reach out to you.

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 Live

CC:  Revdex.com

I am rejecting this response because:  the person who wants me to contact her is basically calling me a liar. She has also lied about the customer service rep Amber. That woman was trying to help a customer resolve an issue and now will face discipline actions for doing the right thing. I understand that this tv host might have made a mistake but not 14 times, without authorization from someone above him. I don't really care how much it costs Evine, in this country you can't false advertise and then tell customers I'm sorry he made a mistake... just send back the item that you saved your money to buy and we'll call it even. Why should a person who ordered the same watch as me only in a different color at the same point in time get a case and I don't? ?? The nasty attitudes I have received from Evine are unfortunate but I'm a little to old to be intimidated when I know I'm right about something. 
    If even wants to stick to their story that it was never said let me email the tapes to that person and then tell me again .

I was a long standing customer of Shop HQ and very happy to do business with them until the became EvineLive. For the past month I have been called two to three times everday from there billing department stating that I still owed 96.00 and I needed to pay this amount over the phone with the person I was talking to. I informed this person that I did not owe them any thing and that it also showed that there was nothing owed online. I am done with this company and will never shop with them ever again. as for the phone calls once I told them I was going to call the Revdex.com and file a formal complaint they stopped calling.

Initial Business Response /* (1000, 8, 2015/09/16) */
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 January 27, 2015 you placed order number XXXXXXXX for a Simmons...

Beautysleep Hammond Lake Euro Top Plush Twin Mattress 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 Lead
CC: Revdex.com

Initial Business Response /* (1000, 5, 2015/10/29) */
Dear [redacted]
We have received correspondence from the Revdex.com regarding your purchase for the Apple iPhone 6 (order # XXXXXXXXX) as well as the protection plan.
During our conversation on October 20, 2015 I...

advised you that if you would provide a written estimate of the repair cost of the broken screen, I would review. On October 26, 2015 you provided me that documentation that was requested. As of October 29, 2015 this matter is still under review. I will contact you once our review is complete.
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 /* (3000, 8, 2015/11/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke with Bridget the Evine escalation rep on November 3rd and she stated that Evine would in fact pay $299.00. This was the amount of the estimate submitted from the Apple Store to repair the phone. She stated that she would send me an email confirming that they are covering the repair as well as the $299.00 in the next few days, but as of today I have not received either. Based on her word I went last night to the Apple store and paid for the repair out of pocket. I don't want to close this complaint until I receive the confirmation in writing and the funds to reimburse the repair as stated. I have attached the email of the receipt for the repair and I have also forwarded the email to Bridget at Evine.
Final Consumer Response /* (2000, 11, 2015/11/10) */
[redacted]Document Attached[redacted]
On 11/9/2015 I received a letter from Bridget confirming that they have sent to reimbursement of $299.00 to the card on file. This complaint has been resolved.
Thank you.
[redacted]

The customer service is atrocious. I purchased a birthday gift for someone but neglected to put their address as the ship to address. I called to fix this within six hours of placing the order and was told that it already shipped so I could not make the change. Two days later, still having not received the tracking number I called again and was told by the representative that she would try to make the change for me and would call me back to let me know if she succeeded. She never called. I called a third time and was told that no change to the shipping address could be made until AFTER it shipped. Having been told 3 completely different things by 3 people I asked to speak to a supervisor. I was told she was not available and would call me back within 24 hours. No supervisor ever called. I will never order from them again.

Initial Business Response /* (1000, 5, 2015/06/30) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding the issues with your Handy Can Opener (order# XXXXXXXXX). I apologize for any inconvenience this has caused.
During our conversation on...

June 30, 2015, after I identified myself, you advised that you did not want to work with anyone at EVINE Live concerning this issue, but wanted to work with the Revdex.com. You then disconnected the call.
If you would like further assistance with this issue, 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,
[redacted]
Office of the President
EVINE Live
CC: Revdex.com
Initial Consumer Rebuttal /* (2000, 10, 2015/07/07) */
I have spoken to evine live and we have resolved the problem to my satisfaction thank you so much for your help, this was swift and helpful . I am so thankful to you and your staff [redacted] case # [redacted]

I am very disappointed in the way Evine handled me as a customer as well as a humane being. I spoke with a so called resolution department employee by the name of Bridgette.
She tried to tell me how to pay my bills and to insult me further, she treated me as if I were
a second class citizen. Bridgette did not let me explain how Evine had missed handled my
account. She later insulted me with not letting me speak my mind. I am so discussed by her behavior as well as this company. I am letting the public know that this is the worst
home shopping channel in the united states. I am advising anyone who watches and purchases any thing from this company, NOT too. They are worst than a used car salesman. Their employees are so unprofessional. I repeat do not buy or view this shopping channel.

I purchased two watches for my husband and I that were matching. I unfortunately didn't open the watches up when the came...I had no doubt about liking them. I waited greater than 30 days until our anniversary only to find that my husbands was correct but mine was the wrong color. They confirmed that they had not sent what I ordered but since it was greater than 30 days there was nothing they could do even though they admitted it was their error.

Dear Ms. [redacted]:

face="Cambria"> 
We are in receipt of your letter to the Revdex.com. Evine would like to thank you for taking the time to share your concerns with us regarding your account. 
 
I will be mailing you a customer history report of your account purchases and returns from December 1, 2015 through November 8, 2016 along with all charges and refunds to the Credit Cards on file with us for your review. You should receive this within 3-5 business days. The majority of the items you purchased were on our 6 ValuePay program, which would result in charges on your credit card over a 6-month period.
 
In September 2016 multiple ValuePay’s declined on your credit cards, that you had given us for payment, causing your account to go past due. As a result of this, your account was placed into collections with an outside collection agency.
 
The collection agency has made several attempts to reach you regarding this matter. Until payment arrangements are made, further attempts will continue until these have been paid in full. Your past due balance is $126.55. Please contact The Affiliated Group at ###-###-#### to resolve this important matter.
 
 
 
 
Sincerely,
 
 
 
L. O’[redacted]
Senior Credit Payments Specialist
 
CC: Revdex.com of Minnesota & North Dakota

Initial Business Response /* (1000, 5, 2015/03/31) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding a defective RCA television (order # XXXXXXXX). I apologize for any inconvenience this has caused.
I have attempted to reach you by...

phone 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,
[redacted]
Office of the President
EVINE Live
CC: Revdex.com
Initial Consumer Rebuttal /* (3000, 7, 2015/04/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I HAVE LEFT SEVERAL VOICE MESSAGES AND EVEN SENT A VOICEMAIL TO CUSTOMER SERVICE FOR THE INFO REQUESTED.
EVINE LIVE IS AWARE THAT THE TV THEY SUPPLIED DID NOT WORK FROM THE START - RCA HAS CONFIRMED THAT THE TV IS NO LONGER AVAILABLE SO I REQUIRE A CREDIT TO MY ACCOUNT IMMEDIATELY AND THE COLLECTION ACTIVITY CANCELLED IMMEDIATELY.
THIS IS THE WORSE EXPERIENCE I HAVE EVER HAD WITH EVINE LIVE AND I AM A REGULAR CUSTOMER.
THE RCA TV NEVER WORKED - WAS DELIVERED LATE AND CUSTOMER SERVICE HAS FAILED TO CREDIT AFTER OVER 12 -15 CALLS - LETTERS - EMAILS AND CALLS FROM RCA ONCORP TO EVINE EXPLAINING THE SITUATION.
ATTACHED NOT FROM RCA ONCORP REGARDING THAT EVINE NEEDS TO CREDIT THE CUSTOMER DUE TO DEAD TV AND NOT REPLACEABLE.
PLS RESOLVE IMMEDIATELY.
[redacted]
Final Consumer Response /* (3000, 16, 2015/04/29) */
WE RECEIVED A CALL FROM EVINE [redacted] AND THEY STATED THAT THE ORDER # XXXXXXXX HAS BEEN CREDITED FOR $ 1,165.83 BUT WE ARE STILLING RECEIVING COLLECTIONS CALLS FROM THEM FROM EVINE LIVE'S COLLECTION AGENCY - ACS AND THE INTERNAL COLLECTERS AT EVINE LIVE AS WELL AND WE WANT THIS TO STOP IMMEDIATELY
ALSO WE HAVE NOT RECEIVED A CREDIT MEMO FROM EVINE LIVE OR ACS
A CREDIT WAS ISSUED FOR $ 233.17 BUT NOT THE ENTIRE AMOUNT AND THE COLLECTION AGENCY WAS NEVER NOTIFIED THAT THE ISSUE WAS RESOLVED SO THEY ARE STILL CALLING ON A DAILY BASIS WHICH IS QUITE ANNOYING AND NEEDS TO BE TAKEN CARE OF BY EVINE LIVE ASAP.
I HAVE LEFT A MESAGE FOR [redacted] AT EVINE LIVE TO SEND THE Revdex.com THE RESOLUTION TO THIS MATTER ASAP.
THANK YOU
[redacted]
CONSUMER
XXXXXXXXXXX
Final Business Response /* (4000, 19, 2015/04/29) */
Dear [redacted],
I am writing to follow up with my initial correspondence dated March 31, 2015.
I spoke with [redacted] on April 2, 2015 regarding the RCA television. During that call, I advised him that I would need to verify information regarding this complaint. [redacted] advised me that when the television was picked up, no receipt or documentation was provided.
After reviewing this matter further, EVINE Live has issued a refund for this order as of April 14, 2015. You will be credited for the initial ValuePay that was made on January 14, 2015. The remaining payments will be closed and collections activity will cease. I called and left you a message with this information on April 14, 2015.
If you have any 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,
[redacted]
Office of the President
EVINE Live
CC: Revdex.com

Initial Business Response /* (1000, 5, 2014/10/17) */
Dear[redacted]
We have received your complaint from the Revdex.com regarding your account (customer# [redacted]). I apologize for any inconvenience this may have caused.
A supervisor, [redacted], from our Credit...

Department was able to speak with you in regards to your account and answer any questions you had.
If you have any further questions, please contact the ShopHQ Credit Department at [redacted] between the hours of 9am-9pm EST, Monday through Friday or 10am-3pm, Saturdays.
Thank you for your understanding and cooperation.
Sincerely,
[redacted]
ShopHQ Payments Manager
CC: Revdex.com

Initial Business Response /* (1000, 5, 2015/08/11) */
Dear [redacted],
We have received your complaint from the Revdex.com in regard to the item you did not receive (order# XXXXXXXXX, item# XXX-XXX). I apologize for any inconvenience this may have caused.
We have...

completed the investigation of the item you did not receive and issued a refund. As you ordered two of these items on the same order, which were on ValuePays, the refund was applied to the outstanding ValuePays of the item you did receive. Here is the remaining ValuePay schedule for the item you received and kept:
2nd ValuePay: $11.97 (originally $29.92) due 8/22/15
3rd ValuePay: $11.97 (originally $29.92) due 9/21/15
4th ValuePay: $11.97 (originally $29.92) due 10/21/15
5th ValuePay: $11.97 (originally $29.92) due 11/20/15
6th ValuePay: $2.97 (originally $29.92) due 12/20/15
I apologize for the delay in resolving this matter.
Sincerely,
[redacted]
Senior Supervisor, Executive Resolution Office
EVINE Live
CC: Revdex.com
Initial Consumer Rebuttal /* (2000, 7, 2015/08/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/05/07) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding the return of your Adee Kay Women's watch (order# XXXXXXXX). I apologize for any inconvenience this has caused.
During our...

conversation on April 28, 2015, you stated that due to the passing of your husband, you had not opened the watch immediately, so had not known that there were stones missing. I advised you that a late return would be reviewed. On April 29, 2015 I advised you that as a courtesy, a late return of the watch was authorized and that you could be able to return the watch for a refund/exchange.
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.
Sincerely,
[redacted]
Office of the President
EVINE Live
CC: Revdex.com
Initial Consumer Rebuttal /* (3000, 7, 2015/05/11) */
I just put watch in the mail. Please do not close my case until 5/26/15
Thank you
L [redacted]
Final Consumer Response /* (3000, 9, 2015/05/19) */
I have not received credit from evine yet.
Final Business Response /* (4000, 11, 2015/05/20) */
According to our records, Ms. [redacted]'s late return was received in our warehouse on May 19 and her Paypal account was credited in full in the amount of $105.65 today.
I will have the response letter forwarded shortly.
Thanks,
[redacted]
Office of the President
EVINE Live

I ordered a television from EVINE live. One week after placing the order I received a call from the delivery company that the order had been "lost". I took me 10 days to get EVINE to acknowledge that the item was lost and even then they would not refund my money after acknowledging that the the company they hired to deliver lost my order. I have to wait 3 days and then file a claim? Worst customer service experience I have ever had with a large retailer.

Initial Business Response /* (1000, 8, 2014/04/08) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding your Ematic 13" Cinema Tablet (order# [redacted]). I apologize for any inconvenience this has caused.
During our conversation on April 1,...

2014, I advised you that I would contact the vendor for an update as you had not been contacted. I have contacted you via telephone and email regarding an update to no avail.
If you have any additional questions, please contact me directly via telephone at [redacted] or [redacted] or via email at [redacted]@shophq.com between the hours of 9am-5:30pm EST, Monday through Friday.
Thank you for your understanding and cooperation.
Sincerely,
[redacted]
Office of the President
ShopHQ
CC: Revdex.com

Initial Business Response /* (1000, 5, 2014/04/21) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding your refund for the Digital2 9" Bluetooth Tablet Case for Android (Order [redacted]). I apologize for any inconvenience this has...

caused.
During our conversation on April 18, 2014, I advised you that a refund has been processed in the amounts of $11.28 and $10.12 on April 16, 2014 to your Master Card ending in [redacted]. Please allow 2-3 business days for your bank to be notified.
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

Dear [redacted],

"Times New Roman",serif; font-size: 10pt;"> 
We have received your complaint from the Revdex.com regarding three separate orders. The first order was the Consult Beaute Regenerol Cream, Concentrate & Exfoliating Facial Discs Trio (order# [redacted]). The second for Consult Beaute Caps for Skin, Hair & Nails (order# [redacted]). And the third for the Consult Beaute Volumizing Neck Cream (order# [redacted]).  I apologize for any inconvenience this has caused.
 
During our conversation on July 25, 2016 we discussed that your account is no longer eligible for ValuePays and the orders were processed as payment in full. I advised that return time frames are generally processed 5 to 7 business days. I stated that I will keep track of this return to ensure that a full refund is processed to credit card of file for these orders.
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,
 
 
Bridget [redacted]
Executive Resolution Office
Evine
 
CC:  Revdex.com

Initial Business Response /* (1000, 5, 2014/02/05) */
Dear [redacted],
We have received your inquiry from the Revdex.com. We have made previous attempts to contact you, but were unsuccessful in our attempts.
When an order is place on our ValuePay plan. The ValuePay option...

allows a customer to make monthly payments to ShopHQ using their own payment method. The payment method provided at the time the order is placed is charged every 30 days from when the item is shipped. It is the customer's responsibility to ensure that funds are available at the time that the ValuePays are due.
If the funds are not available, the reauthorization center will contact the customer to let them know that the ValuePay(s) have been missed and that a different payment method can be used to pay what is due. There is a 30 day grace period to make the payment on the delinquent ValuePay. After 30 days from the original ValuePay due date the invoice is placed into collections and the entire balance is owed. At that point the account is closed and ValuePay option is disabled.
As the payment had since been made, we have reactivated your account for new purchases. At this time we are unable to allow the ValuePay option until a six month pay in full order history has been established. ShopHQ or our collection vendors do not report delinquencies to the credit bureaus.
The fee that you were charged was a credit card processing fee by the collection vendor. This was done because they do not normally accept credit cards as forms of payment. The fee of .96 cents and .99 cents were to help offset these costs. The reason for more than one charge is that the first attempt at the payment did not go through on your credit card. If you have any further questions, please feel free to contact us at [redacted]
Sincerely,
[redacted]
ShopHQ Payments Manager
CC: Revdex.com
Final Consumer Response /* (3000, 7, 2014/02/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Shop HQ was at fault here. NOT me or a lack of money in my account. They had wrong information and when I put it in the computer it was correct as my account was charged correctly at the time of order. However then when they tried for payment with the correct information my bank thought it was a duplicate payment. This was not my fault either. I had the money, you didn't process correctly either my account information or payment. I will NOT order from you all again.
Final Business Response /* (4000, 9, 2014/02/12) */
Dear [redacted],
We have received further correspondence from the Revdex.com.
The payment method that you originally provided was able to be charged, which allowed the order to ship. This payment information remained unchanged in our system. We do not show that any changes were attempted on the order that went past due.
Per your most recent correspondence, the method of payment was not allowing the transactions to process due to the coding of "duplicate payment". This is an issue that needs to be addressed with your method of payment you used for this order as the payment rejection was done by the method of payment chosen.
If you have any further questions, please feel free to contact us at [redacted]
Sincerely,
[redacted]
ShopHQ Payments Manager
CC: Revdex.com

Dear [redacted],
Thank you for contacting Evine in regards to order [redacted], items 721-291 - Kate & Mallory Stretch Knit Elbow Sleeved Draped Front Uneven Hem Tunic and item 726-100 - Kate & Mallory Stretch Knit 3/4 Sleeved Mesh Shoulder V-Neck Top. 
As previously advised Evine has a thirty-day return time frame, these items did not originally reach our warehouse within this timeframe.  We apologize these items did not meet your needs.  At this time Evine will accept the items back to our warehouse.  The items must reach our Bowling Green, KY warehouse no later than December 21st 2016 to be accept and processed as late returns.  If the items are not received by December 21st 2016 the items will be returned to you.  I have emailed you a new SmartLabel to return the items through the USPS.  Please be advised the SmartLabel can take up to 14 days to be delivered once provided to USPS.  If at any time, you would like to check the progress of your return, go to www.evine.com. Choose "Order Status" at the top of the page, click on "Track My SmartLabel Return" and type in the order number of the item(s) you returned.
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