Fame House LLCChestnut Street, 3rd FloorPhiladelphia, PA 19106Thursday December 1, 2016Revdex.com serving Metro Washington DC and Eastern PennsylvaniaJohn FKennedy Blvd., Suite 1330Philadelphia, PA 19103Dear [redacted] We are writing this letter in response to the recent complaint filed about Fame House that was submitted on 12/9/16, containing the ID of [redacted] To begin we would like to update you that the customer has been contacted today, 12/9/16, in regards to their orderThe customer was also given a link today where they could enter their address and have their CD shipped out, as this was a unique fulfillment situationFor your records please see the details below that outline this customer’s situation related to their purchase: Fame House is not the Merchant on this transactionsWe were hired by ***, to ship out orders that were placed on their websiteWe were given a file with order information and shipped out the ordersWe later came to find out that the orders that was sent by [redacted] was incomplete and not all orders were able to be shippedThe customer in question was one of the customers affected by this error.The customer first contacted us on November 10, 2016, in two separate emails, both pertaining to when they would receive their cdWe responded to both emails on November 17, 2016, when the emails were sent over to us from ***We let them know that we were looking into the issue with their orderThe customer emailed back on November 18, 2016, stating that it had been a month since their order was placed and once again inquiring about its whereaboutsWe responded on November 18, 2016, and we apologized for the delay, telling the customer we were still working on the solution to their problem, and we would update them as soon as we were able toWe learned later that we were waiting on [redacted] to send us the order file with accurate information so this customer’s order could be fulfilled [redacted] has yet to send us the customer information, so we have been letting customers send us their address so we can fulfill their ordersIf you should have any questions or concerns regarding this information, please do not hesitate to contact usRegards,Lindsay A [redacted] Senior E-Commerce Manager, Fame House
From: [redacted] ***< [redacted] @***.com>Date: Tue, Jan 17, at 3:PMSubject: Complaint # [redacted] To: [email protected] whom it may concern,Hello, I'm writing in regard to my complaint filed against Fame House they have refunded the money to my card for the productsI'm requesting the case be closed at this time Please let me know if you have any questions.Sincerely, [redacted] ***Sent from my [redacted]
Fame House LLCChestnut Street, 3rd FloorPhiladelphia, PA 19106November 13th, 2017Revdex.com serving Metro Washington DC and Eastern PennsylvaniaNorth Front StreetHarrisburg, PA 17102To whom it may concern,We are writing this letter in response to the recent complaint filed about Fame House, LLC that was submitted on 10/16/2017, containing the ID of [redacted] A response from the customer has indicated that they found no record of a refund for their shipping costs on their accountNote that such credits may take up to 3-business days to appear on the customer’s statement depending on their financial institutionPlease see a receipt of the credit from our store below:Order# [redacted] Card details [redacted] •••• •••• •••• ***MessageTransaction approvedAmount$5.95Refunded itemsGateway [redacted] PaymentsStatussuccessTyperefundCreatedNov 10, 2017, 11:33AMIf you should have any questions or concerns regarding this information, please do not hesitate to contact usRegards,Cary H***Fraud and Chargeback AnalystFame House
From: Revdex.com of Metro Washington DC < [redacted] >Date: Thu, May 26, at 8:AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: [redacted] < [redacted] > ---------- Forwarded message ----------From: < [redacted] >Date: Wed, May 25, at 5:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: Revdex.com < [redacted] > Hello, I wanted to update my caseSince my last message, the company has resolved my issue and I am satisfied with the outcomeThank you for any work that was put into my case Sincerely, ***Sent from my [redacted]
November 16, 2016Dear [redacted] ,We are Writing this letter in response to the recent complaint filed about Fame House, LLC that was submitted on 11/15/2016, containing the ID of [redacted] .To begin we would like to update you that a full refund has been processed for the customer as requested.For your records please see the details below that outline this customer's situation related to their purchase:This customer placed their order on October 13thThe product description for the item indicated that the items we're a pre-order, with an estimated shipping time line of 8-weeks from the date of purchaseThe customer agreed to these terms upon purchaseOn October 28th, the customer contacted us via email in which we responded to confirm on the status of their orderOn November 3rd, an update was sent to this customer indicating that the items in their purchase was going to be delayed for shipment.On November 8th, the customer sent us another email requesting a refund for their purchaseWe were unable to accommodate this request at the time because the customer's order was already shipped from our facilitiesIn accordance with our customer service policies, We do not allow customers to request a refund or cancellation for their order if it has been shipped from our WarehouseWe advised the customer that if they would like to receive a refund, they would need to return the items that were shipped to them back to our facilities.As of November 15th, the customer has been refunded in full for their purchase, and we have communicated this to them via email.If you should have any questions or concerns regarding this information, please do not hesitate to ContactU.S.Regards,Jake PE-Commerce Coordinator
Dear [redacted] We are writing this letter in response to the recent complaint filed by [redacted] about Fame House that was submitted on 1/28/and was assigned an ID of [redacted] To begin we would like to update you that [redacted] has been refunded in full and contacted regarding their orderFor your records please see the details below that outline this customer’s situation related to their purchase:The customer placed an order at our site 5-seconds-of-summer.myshopify.com on December 4th for multipe itemsDue to unforeseen production delays, on December 5th Fame House sent an email to customers who ordered the items affected by these delays, one of which [redacted] had purchasedThis email informed customers that there was a delay on the items and they were expected to ship in about 2-weeksOn December 19th, the customer reached out to us regarding her orderWe communicated with the customer that there were additional production delays regarding some of the products that she had ordered (specifically the calendar that was ordered) and that we would fulfill her order as soon as possibleOn December 22nd the customer reached out again and we communicated that we were still waiting on production deliveryAs of January 30th, the customer has been fully refunded for her order and has been informed of the refund and cancellationWe are truly sorry for the inconvenience that these production delays caused for [redacted] If you should have any questions or concerns regarding this information, please do not hesitate to contact usRegards,Lauren A***Coordinator, Customer SupportFame House
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:Although they do indicate in the header that opening multiple responses will delay their response time, no where do they indicate my requests would go the the bottom of the pile My take from this statement was that I should not open up another customer service "request" (each request comes with a number) And because, at the end of each email they indicate to "feel free" to respond to the email if there were other questions or concerns, I felt responding to their emails to me in no way would delay response time The timeline of emails below will clearly indicate the lack of attention paid to my concerns And, although, they have arranged to send me a replacement at no charge, it is not the item I ordered initially (I ordered the autographed version) My feeling is that this should have been handled within the first week of my initial complaint in which I asked for a replacement to be sent I have never dealt with such a screwed up company relative to customer service If Amazon is the bar to which companies should strive, Fame House has a long way to go.9/10- online order9/21- initial contact by me indicating product may be lost in the mail and if so, I would like a replacement.9/25- initial response by company saying they would look into it.9/27- Company response Product "apparently" lost in the mail Asked if I wanted a replacement or refund If they were at all on the ball they would have noticed on my initial email I wanted a replacement But they didn'tSo the delay continues...9/29- Having not heard back regarding my desire to have a replacement, I sent a response requesting confirmation of my wishes and tracking info.10/2- Having still not heard, sent another response requesting confirmation (at this point, any sane/rational person can see I have not been properly cared for by this customer service team)10/9, 10/additional responses by me requesting confirmation.10/Finally company responded indicating they were again informing warehouse to send replacement This did not occur until after my Revdex.com complaint I was shortly thereafter informed the autographed item I ordered was no longer available and they would be sending me an unsigned as replacement.I am happy to forward all email correspondences to Revdex.com for corroboration.I realize there is no more that will be done by Fame House regarding my order Their token free item they are sending me in no way makes me feel any better about the way I was treated I mainly opened this complaint up to alert future customers to my experience with the hope things would change for the better with Fame House customer service Regards, [redacted] ***
Fame House LLCChestnut Street, 3rd FloorPhiladelphia, PA 19106Wednesday Jan 4, 2017Revdex.com serving Metro Washington DC and Eastern PennsylvaniaJohn FKennedy Blvd., Suite 1330Philadelphia, PA 19103Dear [redacted] We are writing this letter in response to the recent complaint filed about Fame House that was submitted on 1/4/and was assigned an ID of [redacted] To begin we would like to update you that the customer has been refunded in full and contacted regarding their orderFor your records please see the details below that outline this customer’s situation related to their purchase: This customer placed an order within one of our online storesAfter they received their purchase, they contacted our customer service team indicating that they wished to return their purchase for a full refundIn accordance with our customer service policies, we require the customer to return the items to our warehouse prior to issuing a refund to their accountWe do not cover these costs and they are to be paid by the customerWe did not receive any additional correspondence from the customer after their initial request of returning their productsPrior to the returned package’s reception at our warehouse, the customer issued a chargeback dispute over their order, which made it so that we were unable to successfully refund the customer's order at the time at which it was returnedAs of now, this transaction dispute has been closed, which has resulted in the successful refund of her purchaseIf you should have any questions or concerns regarding this information, please do not hesitate to contact usRegards,Jake P***Coordinator, E-Commerce & Customer SupportFame House
Friday December 23, 2016Revdex.com serving Metro Washington DC and Eastern PennsylvaniaJohn FKennedy Blvd., Suite 1330Philadelphia, PA 19103Dear *** ***We are writing this letter in response to the recent complaint filed about Fame House that was submitted on 12/22/16, containing the ID of
***To begin we would like to update you that the customer has been contacted and informed about the shipping delay on their orderTheir order is expected to ship in early January.For your records please see the details below that outline this customer’s situation related to their purchase: The customer purchased an item from our store that was on backorderThe item is expected to arrive from the production vendor in early January Once it arrives, the customer’s order will be fulfilledWe have contacted the customer and notified him of this delayWe also offered the customer a refund if he does not want to wait for his item to be reshippedIf you should have any questions or concerns regarding this information, please do not hesitate to contact usRegards,Lindsay A***Senior E-Commerce Manager, Fame House
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Fame House LLCChestnut Street, 3rd FloorPhiladelphia, PA 19106Friday Jan 13, 2017Revdex.com serving Metro Washington DC and Eastern PennsylvaniaJohn FKennedy Blvd., Suite 1330Philadelphia, PA 19103Dear *** ***We are writing this letter in response to the recent complaint filed about Fame House that was submitted on 1/4/and was assigned an ID of *** To begin we would like to update you that the customer has been refunded in full and contacted regarding their orderWe have clarified with the customer what credit card the refund was issued to and when the refunds were grantedWe also apologized for any confusionFor your records please see the details below that outline this customer’s situation related to their purchase: This customer placed an order within one of our online storesAfter they received their purchase, they contacted our customer service team indicating that they wished to return their purchase for a full refundIn accordance with our customer service policies, we require the customer to return the items to our warehouse prior to issuing a refund to their accountWe do not cover these costs and they are to be paid by the customerWe did not receive any additional correspondence from the customer after their initial request of returning their productsPrior to the returned package’s reception at our warehouse, the customer issued a chargeback dispute over their order, which made it so that we were unable to successfully refund the customer's order at the time at which it was returnedAs of now, this transaction dispute has been closed, which has resulted in the successful refund of her purchaseIf you should have any questions or concerns regarding this information, please do not hesitate to contact usRegards,Jake P***Coordinator, E-Commerce & Customer SupportFame House
Fame House LLCChestnut Street, 3rd FloorPhiladelphia, PA 19106November 10th, 2017Revdex.com serving Metro Washington DC and Eastern PennsylvaniaNorth Front StreetHarrisburg, PA 17102To whom it may concern,We are writing this letter in response to the recent complaint filed about Fame House, LLC
that was submitted on 10/16/2017, containing the ID of ***To begin we would like to update you that a refund of this customer’s shipping costs has been processed for the customer as compensation for the delayFor your records please see the details below that outline this customer’s situation:On 8/25/2017, the customer purchased a preorder item, the *** *** - Deluxe Vinyl 2LP, from the *** Official Online Store, order number ***.The customer received the following Email correspondence on 10/10/2017:Thank you for purchasing a copy of *** *** from The *** Official Store! We're contacting you in regards to your order *** that contains the *** *** Deluxe 2LP VinylDue to a production delay, your order is expected to ship in December You will receive a confirmation email with tracking information once your package has shippedWe apologize for any inconvenienceIf your order contains additional items, they will also be shipped at this timeThank you for your patience and support,The *** Official StoreWe have refunded this customer their shipping price for the inconvenience, and have additionally refunded this cost to other customers who have reached out regarding this delay.If you should have any questions or concerns regarding this information, please do not hesitate to contact usRegards,Cary H***Fraud and Chargeback AnalystFame House
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards, Howe've I want to make it knowN I asked several times before Nov 8th for a refund and was told multiple times my order would ship in October here are some of the emailsHey I still have not revived a tracking email or anything other than this emailCsn I get any information??On Oct 15, 8:AM, "*** ***" wrote:Order #***Thank you for your purchase!Hi ***,Please note this is a pre-order and is expected to ship in late October*** *** digital album will be available for download on album release date, October You will receive an email with tracking information once your order has shipped.When I asked for a refund October 28th 30th Nov 2d and 6th I got this as a response***,Thanks for writing back in and we do apologize for the inconvenience this has caused youPlease note that we are awaiting a shipment of these items at our warehouseOnce we receive them, we will be shipping your order ASAPYou will receive a separate email with tracking information once your package has shippedWe apologize for the delay.Feel free to contact us if you have any other questions.Thanks for your patience & support,Fame House Customer Care *** ***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com: I would like to say that this business did finally fulfill my request for a full refund their response in their email is someone miss leading as they say I did not contact them after my initial request for a refund several months agoThat is not entirely true I was contacting them on an almost daily or every other day basis through the email system however they had a mixup in their email that connected my communications with someone in KoreaI was responding back-and-forth with someone in Korea on a sale that they had and there was much confusionIt was after several months and several attempts on my part that they realized the mixup, recognized it, and corrected itHowever, they still did not issue my refund after several requests and several emailsIt wasn't until I actually filed this complaint with the Revdex.com that I received action on my requestThey canceled my order on January 6, and finally I received my refund on January 8, That was almost six months after I filed my request with them for a refundThat is not acceptable in my eyesHowever, they did follow through and responded once I file the complaint here It is my hope that this business now realizes their error in their communication strategies and is able to fix it to better provide customer service and quicker responses to issues of this natureI thank the Revdex.com for their involvement in this complaint and helping me reach a resolution that is acceptable now The one request or advice I can offer this business is to possibly add a live chat feature to their website or a phone number where they can be contacted directlyI asked them in several emails to contact me directly and never received any callsDirect communication is always easier to explain and understand The issues versus an emailThe emails are nice however because it keeps a record of all your communications with the businessI will tell you I have plenty of emails to substantiate and pack up my position and what occurred with this transactionI can I want to end by thinking the Revdex.com for their assistance with this matter and I also want to thank famehouse.net for following through with my request And issuing my refund
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Fame House LLCChestnut Street, 3rd FloorPhiladelphia, PA 19106November 10th, 2017Revdex.com serving Metro Washington DC and Eastern PennsylvaniaNorth Front StreetHarrisburg, PA 17102Dear *** ***,We are writing this letter in response to the recent complaint filed about Fame House, LLC that
was submitted on 11/9/2017, containing the ID of ***To begin we would like to update you that a full refund has been processed for the customer for the inconvenience experiencedThe item in question (** ** *** Original Motion Picture Soundtrack - Composer *** *** Autographed Blue Vinyl) is no longer in stock, but we have shipped an unsigned copy of the vinyl via USPS, tracking number ***This can be tracked via the following URL: ***
For your records please see the details below that outline this customer’s situation related to their purchase:The customer purchased the item in question, ** ** *** Original Motion Picture Soundtrack - Composer *** *** Autographed Blue Vinyl, from the ** ** *** Official Online Store on 9/10/2017, order number ***.The order was marked as fulfilled on 9/12/201.On 9/21/2017, the customer sent an Email to our customer service team informing us that the order had not moved from its initial fulfillment status with USPS in over days.Our customer service team responded on 9/25/informing the customer that they were contacting the warehouse regarding the issue and would respond with an update as soon as possible.An update was communicated to the customer on 9/27/that the order was lost in transitThe customer was asked if he would prefer the order to be reshipped or refunded.The customer responded on 9/27/requesting a replacement for the itemThis response, like all responses sent to customer service, was immediately replied to with the following automated response:Thank you for submitting your customer service request! Your request has been receivedOur support staff will review and respond to your request as soon as possibleFor future reference, your ticket request is #***.We recommend viewing our Help Center for more information regarding common order issues, return & exchange information, and more.Please note that due to the order in which requests are addressed, sending multiple requests will result in a delayed response from our teamWe ask that you please refrain from submitting multiple requests.If you’ve already placed an order with us, you can refer to your confirmation email for order updates and tracking informationThe customer sent repeated multiple responses following the initial request, which were pushed to the back of our customer service queue as noted above.A customer service representative replied on 10/17/informing the customer that they had submitted a request to the warehouse to reship the order as soon as possible.On 11/2/2017, the customer Emailed customer service to inform them that he had not received the replacement item.A request was placed with the warehouse 11/10/(today) to ship this item to the customer as soon as possible, but the item in question is no longer in stockAn unsigned copy of the vinyl was sent via USPS tracking number ***The customer was issued a full refund for the inconveniences experienced.If you should have any questions or concerns regarding this information, please do not hesitate to contact usRegards,Cary H***Fraud and Chargeback AnalystFame House
From: [redacted]<[redacted].com>Date: Tue, Jan 17, 2017 at 3:24 PMSubject: Complaint #[redacted]To: [email protected] whom it may concern,Hello, I'm writing in regard to my complaint filed against Fame House they have refunded the money to my card for the products. I'm...
requesting the case be closed at this time. Please let me know if you have any questions.Sincerely,[redacted]Sent from my [redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:Although they do indicate in the header that opening multiple responses will delay their response time, no where do they indicate my requests would go the the bottom of the pile. My take from this statement was that I should not open up another customer service "request" (each request comes with a number). And because, at the end of each email they indicate to "feel free" to respond to the email if there were other questions or concerns, I felt responding to their emails to me in no way would delay response time. The timeline of emails below will clearly indicate the lack of attention paid to my concerns. And, although, they have arranged to send me a replacement at no charge, it is not the item I ordered initially (I ordered the autographed version). My feeling is that this should have been handled within the first week of my initial complaint in which I asked for a replacement to be sent. I have never dealt with such a screwed up company relative to customer service. If Amazon is the bar to which companies should strive, Fame House has a long way to go.9/10- online order9/21- initial contact by me indicating product may be lost in the mail and if so, I would like a replacement.9/25- initial response by company saying they would look into it.9/27- Company response. Product "apparently" lost in the mail. Asked if I wanted a replacement or refund. If they were at all on the ball they would have noticed on my initial email I wanted a replacement. But they didn't. So the delay continues...9/29- Having not heard back regarding my desire to have a replacement, I sent a response requesting confirmation of my wishes and tracking info.10/2- Having still not heard, sent another response requesting confirmation (at this point, any sane/rational person can see I have not been properly cared for by this customer service team)10/9, 10/15 additional responses by me requesting confirmation.10/17 Finally company responded indicating they were again informing warehouse to send replacement. This did not occur until after my Revdex.com complaint. I was shortly thereafter informed the autographed item I ordered was no longer available and they would be sending me an unsigned as replacement.I am happy to forward all email correspondences to Revdex.com for corroboration.I realize there is no more that will be done by Fame House regarding my order. Their token free item they are sending me in no way makes me feel any better about the way I was treated. I mainly opened this complaint up to alert future customers to my experience with the hope things would change for the better with Fame House customer service.
Regards,
[redacted]
November 16, 2016Dear [redacted],We are Writing this letter in response to the recent complaint filed about Fame House, LLC that was submitted on 11/15/2016, containing the ID of [redacted].To begin we would like to update you that a full refund has been processed for the customer as...
requested.For your records please see the details below that outline this customer's situation related to their purchase:This customer placed their order on October 13th. The product description for the item indicated that the items we're a pre-order, with an estimated shipping time line of 8-10 weeks from the date of purchase. The customer agreed to these terms upon purchase. On October 28th, the customer contacted us via email in which we responded to confirm on the status of their order. On November 3rd, an update was sent to this customer indicating that the items in their purchase was going to be delayed for shipment.On November 8th, the customer sent us another email requesting a refund for their purchase. We were unable to accommodate this request at the time because the customer's order was already shipped from our facilities. In accordance with our customer service policies, We do not allow customers to request a refund or cancellation for their order if it has been shipped from our Warehouse. We advised the customer that if they would like to receive a refund, they would need to return the items that were shipped to them back to our facilities.As of November 15th, the customer has been refunded in full for their purchase, and we have communicated this to them via email.If you should have any questions or concerns regarding this information, please do not hesitate to ContactU.S.Regards,Jake PE-Commerce Coordinator
Thanks - here is the contact information***.com ###-###-#### ###-###-####https://www.***.com/events/ [redacted]
Fame House LLCChestnut Street, 3rd FloorPhiladelphia, PA 19106Thursday December 1, 2016Revdex.com serving Metro Washington DC and Eastern PennsylvaniaJohn FKennedy Blvd., Suite 1330Philadelphia, PA 19103Dear [redacted] We are writing this letter in response to the recent complaint filed about Fame House that was submitted on 12/9/16, containing the ID of [redacted] To begin we would like to update you that the customer has been contacted today, 12/9/16, in regards to their orderThe customer was also given a link today where they could enter their address and have their CD shipped out, as this was a unique fulfillment situationFor your records please see the details below that outline this customer’s situation related to their purchase: Fame House is not the Merchant on this transactionsWe were hired by ***, to ship out orders that were placed on their websiteWe were given a file with order information and shipped out the ordersWe later came to find out that the orders that was sent by [redacted] was incomplete and not all orders were able to be shippedThe customer in question was one of the customers affected by this error.The customer first contacted us on November 10, 2016, in two separate emails, both pertaining to when they would receive their cdWe responded to both emails on November 17, 2016, when the emails were sent over to us from ***We let them know that we were looking into the issue with their orderThe customer emailed back on November 18, 2016, stating that it had been a month since their order was placed and once again inquiring about its whereaboutsWe responded on November 18, 2016, and we apologized for the delay, telling the customer we were still working on the solution to their problem, and we would update them as soon as we were able toWe learned later that we were waiting on [redacted] to send us the order file with accurate information so this customer’s order could be fulfilled [redacted] has yet to send us the customer information, so we have been letting customers send us their address so we can fulfill their ordersIf you should have any questions or concerns regarding this information, please do not hesitate to contact usRegards,Lindsay A [redacted] Senior E-Commerce Manager, Fame House
From: [redacted] ***< [redacted] @***.com>Date: Tue, Jan 17, at 3:PMSubject: Complaint # [redacted] To: [email protected] whom it may concern,Hello, I'm writing in regard to my complaint filed against Fame House they have refunded the money to my card for the productsI'm requesting the case be closed at this time Please let me know if you have any questions.Sincerely, [redacted] ***Sent from my [redacted]
Fame House LLCChestnut Street, 3rd FloorPhiladelphia, PA 19106November 13th, 2017Revdex.com serving Metro Washington DC and Eastern PennsylvaniaNorth Front StreetHarrisburg, PA 17102To whom it may concern,We are writing this letter in response to the recent complaint filed about Fame House, LLC that was submitted on 10/16/2017, containing the ID of [redacted] A response from the customer has indicated that they found no record of a refund for their shipping costs on their accountNote that such credits may take up to 3-business days to appear on the customer’s statement depending on their financial institutionPlease see a receipt of the credit from our store below:Order# [redacted] Card details [redacted] •••• •••• •••• ***MessageTransaction approvedAmount$5.95Refunded itemsGateway [redacted] PaymentsStatussuccessTyperefundCreatedNov 10, 2017, 11:33AMIf you should have any questions or concerns regarding this information, please do not hesitate to contact usRegards,Cary H***Fraud and Chargeback AnalystFame House
From: Revdex.com of Metro Washington DC < [redacted] >Date: Thu, May 26, at 8:AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: [redacted] < [redacted] > ---------- Forwarded message ----------From: < [redacted] >Date: Wed, May 25, at 5:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: Revdex.com < [redacted] > Hello, I wanted to update my caseSince my last message, the company has resolved my issue and I am satisfied with the outcomeThank you for any work that was put into my case Sincerely, ***Sent from my [redacted]
November 16, 2016Dear [redacted] ,We are Writing this letter in response to the recent complaint filed about Fame House, LLC that was submitted on 11/15/2016, containing the ID of [redacted] .To begin we would like to update you that a full refund has been processed for the customer as requested.For your records please see the details below that outline this customer's situation related to their purchase:This customer placed their order on October 13thThe product description for the item indicated that the items we're a pre-order, with an estimated shipping time line of 8-weeks from the date of purchaseThe customer agreed to these terms upon purchaseOn October 28th, the customer contacted us via email in which we responded to confirm on the status of their orderOn November 3rd, an update was sent to this customer indicating that the items in their purchase was going to be delayed for shipment.On November 8th, the customer sent us another email requesting a refund for their purchaseWe were unable to accommodate this request at the time because the customer's order was already shipped from our facilitiesIn accordance with our customer service policies, We do not allow customers to request a refund or cancellation for their order if it has been shipped from our WarehouseWe advised the customer that if they would like to receive a refund, they would need to return the items that were shipped to them back to our facilities.As of November 15th, the customer has been refunded in full for their purchase, and we have communicated this to them via email.If you should have any questions or concerns regarding this information, please do not hesitate to ContactU.S.Regards,Jake PE-Commerce Coordinator
Dear [redacted] We are writing this letter in response to the recent complaint filed by [redacted] about Fame House that was submitted on 1/28/and was assigned an ID of [redacted] To begin we would like to update you that [redacted] has been refunded in full and contacted regarding their orderFor your records please see the details below that outline this customer’s situation related to their purchase:The customer placed an order at our site 5-seconds-of-summer.myshopify.com on December 4th for multipe itemsDue to unforeseen production delays, on December 5th Fame House sent an email to customers who ordered the items affected by these delays, one of which [redacted] had purchasedThis email informed customers that there was a delay on the items and they were expected to ship in about 2-weeksOn December 19th, the customer reached out to us regarding her orderWe communicated with the customer that there were additional production delays regarding some of the products that she had ordered (specifically the calendar that was ordered) and that we would fulfill her order as soon as possibleOn December 22nd the customer reached out again and we communicated that we were still waiting on production deliveryAs of January 30th, the customer has been fully refunded for her order and has been informed of the refund and cancellationWe are truly sorry for the inconvenience that these production delays caused for [redacted] If you should have any questions or concerns regarding this information, please do not hesitate to contact usRegards,Lauren A***Coordinator, Customer SupportFame House
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:Although they do indicate in the header that opening multiple responses will delay their response time, no where do they indicate my requests would go the the bottom of the pile My take from this statement was that I should not open up another customer service "request" (each request comes with a number) And because, at the end of each email they indicate to "feel free" to respond to the email if there were other questions or concerns, I felt responding to their emails to me in no way would delay response time The timeline of emails below will clearly indicate the lack of attention paid to my concerns And, although, they have arranged to send me a replacement at no charge, it is not the item I ordered initially (I ordered the autographed version) My feeling is that this should have been handled within the first week of my initial complaint in which I asked for a replacement to be sent I have never dealt with such a screwed up company relative to customer service If Amazon is the bar to which companies should strive, Fame House has a long way to go.9/10- online order9/21- initial contact by me indicating product may be lost in the mail and if so, I would like a replacement.9/25- initial response by company saying they would look into it.9/27- Company response Product "apparently" lost in the mail Asked if I wanted a replacement or refund If they were at all on the ball they would have noticed on my initial email I wanted a replacement But they didn'tSo the delay continues...9/29- Having not heard back regarding my desire to have a replacement, I sent a response requesting confirmation of my wishes and tracking info.10/2- Having still not heard, sent another response requesting confirmation (at this point, any sane/rational person can see I have not been properly cared for by this customer service team)10/9, 10/additional responses by me requesting confirmation.10/Finally company responded indicating they were again informing warehouse to send replacement This did not occur until after my Revdex.com complaint I was shortly thereafter informed the autographed item I ordered was no longer available and they would be sending me an unsigned as replacement.I am happy to forward all email correspondences to Revdex.com for corroboration.I realize there is no more that will be done by Fame House regarding my order Their token free item they are sending me in no way makes me feel any better about the way I was treated I mainly opened this complaint up to alert future customers to my experience with the hope things would change for the better with Fame House customer service Regards, [redacted] ***
Fame House LLCChestnut Street, 3rd FloorPhiladelphia, PA 19106Wednesday Jan 4, 2017Revdex.com serving Metro Washington DC and Eastern PennsylvaniaJohn FKennedy Blvd., Suite 1330Philadelphia, PA 19103Dear [redacted] We are writing this letter in response to the recent complaint filed about Fame House that was submitted on 1/4/and was assigned an ID of [redacted] To begin we would like to update you that the customer has been refunded in full and contacted regarding their orderFor your records please see the details below that outline this customer’s situation related to their purchase: This customer placed an order within one of our online storesAfter they received their purchase, they contacted our customer service team indicating that they wished to return their purchase for a full refundIn accordance with our customer service policies, we require the customer to return the items to our warehouse prior to issuing a refund to their accountWe do not cover these costs and they are to be paid by the customerWe did not receive any additional correspondence from the customer after their initial request of returning their productsPrior to the returned package’s reception at our warehouse, the customer issued a chargeback dispute over their order, which made it so that we were unable to successfully refund the customer's order at the time at which it was returnedAs of now, this transaction dispute has been closed, which has resulted in the successful refund of her purchaseIf you should have any questions or concerns regarding this information, please do not hesitate to contact usRegards,Jake P***Coordinator, E-Commerce & Customer SupportFame House
Friday December 23, 2016Revdex.com serving Metro Washington DC and Eastern PennsylvaniaJohn FKennedy Blvd., Suite 1330Philadelphia, PA 19103Dear *** ***We are writing this letter in response to the recent complaint filed about Fame House that was submitted on 12/22/16, containing the ID of
***To begin we would like to update you that the customer has been contacted and informed about the shipping delay on their orderTheir order is expected to ship in early January.For your records please see the details below that outline this customer’s situation related to their purchase: The customer purchased an item from our store that was on backorderThe item is expected to arrive from the production vendor in early January Once it arrives, the customer’s order will be fulfilledWe have contacted the customer and notified him of this delayWe also offered the customer a refund if he does not want to wait for his item to be reshippedIf you should have any questions or concerns regarding this information, please do not hesitate to contact usRegards,Lindsay A***Senior E-Commerce Manager, Fame House
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Fame House LLCChestnut Street, 3rd FloorPhiladelphia, PA 19106Friday Jan 13, 2017Revdex.com serving Metro Washington DC and Eastern PennsylvaniaJohn FKennedy Blvd., Suite 1330Philadelphia, PA 19103Dear *** ***We are writing this letter in response to the recent complaint filed about Fame House that was submitted on 1/4/and was assigned an ID of *** To begin we would like to update you that the customer has been refunded in full and contacted regarding their orderWe have clarified with the customer what credit card the refund was issued to and when the refunds were grantedWe also apologized for any confusionFor your records please see the details below that outline this customer’s situation related to their purchase: This customer placed an order within one of our online storesAfter they received their purchase, they contacted our customer service team indicating that they wished to return their purchase for a full refundIn accordance with our customer service policies, we require the customer to return the items to our warehouse prior to issuing a refund to their accountWe do not cover these costs and they are to be paid by the customerWe did not receive any additional correspondence from the customer after their initial request of returning their productsPrior to the returned package’s reception at our warehouse, the customer issued a chargeback dispute over their order, which made it so that we were unable to successfully refund the customer's order at the time at which it was returnedAs of now, this transaction dispute has been closed, which has resulted in the successful refund of her purchaseIf you should have any questions or concerns regarding this information, please do not hesitate to contact usRegards,Jake P***Coordinator, E-Commerce & Customer SupportFame House
Fame House LLCChestnut Street, 3rd FloorPhiladelphia, PA 19106November 10th, 2017Revdex.com serving Metro Washington DC and Eastern PennsylvaniaNorth Front StreetHarrisburg, PA 17102To whom it may concern,We are writing this letter in response to the recent complaint filed about Fame House, LLC
that was submitted on 10/16/2017, containing the ID of ***To begin we would like to update you that a refund of this customer’s shipping costs has been processed for the customer as compensation for the delayFor your records please see the details below that outline this customer’s situation:On 8/25/2017, the customer purchased a preorder item, the *** *** - Deluxe Vinyl 2LP, from the *** Official Online Store, order number ***.The customer received the following Email correspondence on 10/10/2017:Thank you for purchasing a copy of *** *** from The *** Official Store! We're contacting you in regards to your order *** that contains the *** *** Deluxe 2LP VinylDue to a production delay, your order is expected to ship in December You will receive a confirmation email with tracking information once your package has shippedWe apologize for any inconvenienceIf your order contains additional items, they will also be shipped at this timeThank you for your patience and support,The *** Official StoreWe have refunded this customer their shipping price for the inconvenience, and have additionally refunded this cost to other customers who have reached out regarding this delay.If you should have any questions or concerns regarding this information, please do not hesitate to contact usRegards,Cary H***Fraud and Chargeback AnalystFame House
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards, Howe've I want to make it knowN I asked several times before Nov 8th for a refund and was told multiple times my order would ship in October here are some of the emailsHey I still have not revived a tracking email or anything other than this emailCsn I get any information??On Oct 15, 8:AM, "*** ***" wrote:Order #***Thank you for your purchase!Hi ***,Please note this is a pre-order and is expected to ship in late October*** *** digital album will be available for download on album release date, October You will receive an email with tracking information once your order has shipped.When I asked for a refund October 28th 30th Nov 2d and 6th I got this as a response***,Thanks for writing back in and we do apologize for the inconvenience this has caused youPlease note that we are awaiting a shipment of these items at our warehouseOnce we receive them, we will be shipping your order ASAPYou will receive a separate email with tracking information once your package has shippedWe apologize for the delay.Feel free to contact us if you have any other questions.Thanks for your patience & support,Fame House Customer Care *** ***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com: I would like to say that this business did finally fulfill my request for a full refund their response in their email is someone miss leading as they say I did not contact them after my initial request for a refund several months agoThat is not entirely true I was contacting them on an almost daily or every other day basis through the email system however they had a mixup in their email that connected my communications with someone in KoreaI was responding back-and-forth with someone in Korea on a sale that they had and there was much confusionIt was after several months and several attempts on my part that they realized the mixup, recognized it, and corrected itHowever, they still did not issue my refund after several requests and several emailsIt wasn't until I actually filed this complaint with the Revdex.com that I received action on my requestThey canceled my order on January 6, and finally I received my refund on January 8, That was almost six months after I filed my request with them for a refundThat is not acceptable in my eyesHowever, they did follow through and responded once I file the complaint here It is my hope that this business now realizes their error in their communication strategies and is able to fix it to better provide customer service and quicker responses to issues of this natureI thank the Revdex.com for their involvement in this complaint and helping me reach a resolution that is acceptable now The one request or advice I can offer this business is to possibly add a live chat feature to their website or a phone number where they can be contacted directlyI asked them in several emails to contact me directly and never received any callsDirect communication is always easier to explain and understand The issues versus an emailThe emails are nice however because it keeps a record of all your communications with the businessI will tell you I have plenty of emails to substantiate and pack up my position and what occurred with this transactionI can I want to end by thinking the Revdex.com for their assistance with this matter and I also want to thank famehouse.net for following through with my request And issuing my refund
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Fame House LLCChestnut Street, 3rd FloorPhiladelphia, PA 19106November 10th, 2017Revdex.com serving Metro Washington DC and Eastern PennsylvaniaNorth Front StreetHarrisburg, PA 17102Dear *** ***,We are writing this letter in response to the recent complaint filed about Fame House, LLC that
was submitted on 11/9/2017, containing the ID of ***To begin we would like to update you that a full refund has been processed for the customer for the inconvenience experiencedThe item in question (** ** *** Original Motion Picture Soundtrack - Composer *** *** Autographed Blue Vinyl) is no longer in stock, but we have shipped an unsigned copy of the vinyl via USPS, tracking number ***This can be tracked via the following URL: ***
For your records please see the details below that outline this customer’s situation related to their purchase:The customer purchased the item in question, ** ** *** Original Motion Picture Soundtrack - Composer *** *** Autographed Blue Vinyl, from the ** ** *** Official Online Store on 9/10/2017, order number ***.The order was marked as fulfilled on 9/12/201.On 9/21/2017, the customer sent an Email to our customer service team informing us that the order had not moved from its initial fulfillment status with USPS in over days.Our customer service team responded on 9/25/informing the customer that they were contacting the warehouse regarding the issue and would respond with an update as soon as possible.An update was communicated to the customer on 9/27/that the order was lost in transitThe customer was asked if he would prefer the order to be reshipped or refunded.The customer responded on 9/27/requesting a replacement for the itemThis response, like all responses sent to customer service, was immediately replied to with the following automated response:Thank you for submitting your customer service request! Your request has been receivedOur support staff will review and respond to your request as soon as possibleFor future reference, your ticket request is #***.We recommend viewing our Help Center for more information regarding common order issues, return & exchange information, and more.Please note that due to the order in which requests are addressed, sending multiple requests will result in a delayed response from our teamWe ask that you please refrain from submitting multiple requests.If you’ve already placed an order with us, you can refer to your confirmation email for order updates and tracking informationThe customer sent repeated multiple responses following the initial request, which were pushed to the back of our customer service queue as noted above.A customer service representative replied on 10/17/informing the customer that they had submitted a request to the warehouse to reship the order as soon as possible.On 11/2/2017, the customer Emailed customer service to inform them that he had not received the replacement item.A request was placed with the warehouse 11/10/(today) to ship this item to the customer as soon as possible, but the item in question is no longer in stockAn unsigned copy of the vinyl was sent via USPS tracking number ***The customer was issued a full refund for the inconveniences experienced.If you should have any questions or concerns regarding this information, please do not hesitate to contact usRegards,Cary H***Fraud and Chargeback AnalystFame House
From: [redacted]<[redacted].com>Date: Tue, Jan 17, 2017 at 3:24 PMSubject: Complaint #[redacted]To: [email protected] whom it may concern,Hello, I'm writing in regard to my complaint filed against Fame House they have refunded the money to my card for the products. I'm...
requesting the case be closed at this time. Please let me know if you have any questions.Sincerely,[redacted]Sent from my [redacted]
Thanks - here is the contact information. [redacted].com ###-###-#### ###-###-####https://www.[redacted].com/events/[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:Although they do indicate in the header that opening multiple responses will delay their response time, no where do they indicate my requests would go the the bottom of the pile. My take from this statement was that I should not open up another customer service "request" (each request comes with a number). And because, at the end of each email they indicate to "feel free" to respond to the email if there were other questions or concerns, I felt responding to their emails to me in no way would delay response time. The timeline of emails below will clearly indicate the lack of attention paid to my concerns. And, although, they have arranged to send me a replacement at no charge, it is not the item I ordered initially (I ordered the autographed version). My feeling is that this should have been handled within the first week of my initial complaint in which I asked for a replacement to be sent. I have never dealt with such a screwed up company relative to customer service. If Amazon is the bar to which companies should strive, Fame House has a long way to go.9/10- online order9/21- initial contact by me indicating product may be lost in the mail and if so, I would like a replacement.9/25- initial response by company saying they would look into it.9/27- Company response. Product "apparently" lost in the mail. Asked if I wanted a replacement or refund. If they were at all on the ball they would have noticed on my initial email I wanted a replacement. But they didn't. So the delay continues...9/29- Having not heard back regarding my desire to have a replacement, I sent a response requesting confirmation of my wishes and tracking info.10/2- Having still not heard, sent another response requesting confirmation (at this point, any sane/rational person can see I have not been properly cared for by this customer service team)10/9, 10/15 additional responses by me requesting confirmation.10/17 Finally company responded indicating they were again informing warehouse to send replacement. This did not occur until after my Revdex.com complaint. I was shortly thereafter informed the autographed item I ordered was no longer available and they would be sending me an unsigned as replacement.I am happy to forward all email correspondences to Revdex.com for corroboration.I realize there is no more that will be done by Fame House regarding my order. Their token free item they are sending me in no way makes me feel any better about the way I was treated. I mainly opened this complaint up to alert future customers to my experience with the hope things would change for the better with Fame House customer service.
Regards,
[redacted]
November 16, 2016Dear [redacted],We are Writing this letter in response to the recent complaint filed about Fame House, LLC that was submitted on 11/15/2016, containing the ID of [redacted].To begin we would like to update you that a full refund has been processed for the customer as...
requested.For your records please see the details below that outline this customer's situation related to their purchase:This customer placed their order on October 13th. The product description for the item indicated that the items we're a pre-order, with an estimated shipping time line of 8-10 weeks from the date of purchase. The customer agreed to these terms upon purchase. On October 28th, the customer contacted us via email in which we responded to confirm on the status of their order. On November 3rd, an update was sent to this customer indicating that the items in their purchase was going to be delayed for shipment.On November 8th, the customer sent us another email requesting a refund for their purchase. We were unable to accommodate this request at the time because the customer's order was already shipped from our facilities. In accordance with our customer service policies, We do not allow customers to request a refund or cancellation for their order if it has been shipped from our Warehouse. We advised the customer that if they would like to receive a refund, they would need to return the items that were shipped to them back to our facilities.As of November 15th, the customer has been refunded in full for their purchase, and we have communicated this to them via email.If you should have any questions or concerns regarding this information, please do not hesitate to ContactU.S.Regards,Jake PE-Commerce Coordinator