Fanatics, Inc.

Upon receiving this complaint, we reviewed the account and
have confirmed that the consumer contacted us on multiple occasions in regards
to the amount that was charged to the credit card for his purchase. We were
able to verify that the amount charged to the card was correct, and that...

some
confusion stemmed from the confirmation e-mail that was sent when the customer
requested a change of size. We also determined that the customer attempted to
get this resolved and requested a supervisor more than once, and none every
contacted him.
 
We are sincerely sorry for the inconvenience this has caused
and for the delay in resolution. We have confirmed that the order has now been
cancelled and refunded in full for the amount of $138.07. We have also added
$30 in Fan Cash to the account for use on a future purchase. For the
inconvenience, we have offered a personal shopping experience with a Senior Fan
Advocate to ensure that the next order placed is fulfilled and communicated on
in a timely and accurate manor. The resolution has been provided to the
customer via phone call.
 
We greatly appreciate the feedback and will escalate the
information to the appropriate department for further review, as we are always
looking for ways to improve the online shopping experience for our customers.
We feel that the issue has been fully resolved at this time.
 
If we can be of any further assistance, please don’t
hesitate to contact me directly at ###-###-####.
 
Sincerely,
 
 
Senior Fan Advocate

Hello [redacted] and Revdex.com of North Florida,Upon receiving this complaint, we reviewed the account and found that the order had not been shipped as of yet due to a delay. The consumer reached out to [redacted] and were unable to receive a timely resolution. We are sincerely sorry for the...

inconvenience this has caused and for the delay in resolution. We can confirm the order has now been processed and shipped and will be delivered October 27, 2016. A credit has been provided towards the next purchase for this inconvenience. The consumer has been contacted by phone and an email confirmation has been sent with tracking information. We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customers. We feel that the issue has been fully resolved at this time.If we can be of any further assistance, please don’t hesitate to contact me directly at [redacted].Sincerely,[redacted]

Hello [redacted] and Revdex.com of North Florida,   Upon receiving this complaint, we reviewed the account and found that the customers’ order has not been shipped yet.   We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. Unfortunately, the item...

the customer has ordered is a Manufacturer Direct item and has a special ship date of August 9, 2016. We have contacted the manufacturer and was able to get the order shipped and it will be delivered to the customer by August 3rd. We have called the customer but had to leave a detailed message.   We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customers. We feel that the issue has been fully resolved at this time.   If we can be of any further assistance, please don’t hesitate to contact me directly at [redacted].   Sincerely,   [redacted]

Hello [redacted] and Revdex.com
of North Florida,
Upon receiving...

this
complaint, we reviewed the account and show that the consumer placed her order
on December 12, 2015 with standard shipping which should have arrived to her in
time for Christmas. Unfortunately the delivery was missed and did not arrive
until December 26, 2015.
We are sincerely sorry for
the inconvenience this has caused and for the delay in resolution. At this time
we have processed a full refund for the order on December 30, 2015 which will
post back to the consumer’s account within 2-10 business days. In addition, we
have also issued a $20.00 [redacted] credit to the consumer’s account that can be
used at any time towards a future purchase with us.
We greatly appreciate the
feedback and will escalate the information to the appropriate department for
further review, as we are always looking for ways to improve the online
shopping experience for our customers. We feel that the issue has been fully resolved
at this time.
If we can be of any further
assistance, please don’t hesitate to contact me directly at [redacted].
Sincerely,
[redacted]
[redacted]

Hello [redacted] and Revdex.com of North Florida,
 
Upon receiving this complaint, we reviewed the account and found
that the zip code provided by the consumer for the original shipment was
associated with Grand Island, FL. The package needed to go to Murphy, NC. We
processed a replacement...

for the order and corrected the zip code on the
replacement. The replacement order was marked as delivered on 9/23/2015 at
10:38 AM.
 
We are sincerely sorry for the inconvenience this has caused
and for the delay in resolution. We have attempted to reach the consumer
multiple times. However, both phone numbers provided are invalid/disconnected numbers.
We send a resolution via e-mail have not heard back from the customer in
response to our message.
We greatly appreciate the feedback and will escalate the
information to the appropriate department for further review, as we are always
looking for ways to improve the online shopping experience for our customers.
We feel that the issue has been fully resolved at this time.
 
If we can be of any further assistance, please don’t
hesitate to contact me directly at ###-###-####.
 
Sincerely,
 
[redacted]
Senior Fan Advocate

Hello [redacted] and Revdex.com of North Florida,   Upon receiving this complaint, we reviewed the account and do see that the consumer purchased an item that was expected to ship no later than November 16, 2016. We experienced an unreasonable delay in receiving this item from the vendor, and...

ultimately the item did not ship until 12/15/2016.   We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have issued a full refund for the item, in the amount of $33.99 as well as a courtesy credit on the account to use towards a future purchase. This credit is in the amount of $20. We ask that the consumer keep the hat that arrived today as our gift for the frustration we caused him with this issue. We will be addressing the issue with the service that was received internally, and we thank him sincerely for letting us know about how he was treated. We are also so sorry that the [redacted] Date was incorrect. We truly expected to receive these items from the manufacturer in time and have them shipped out to meet promise. Unfortunately, that did not happen.   We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customers. We feel that the issue has been fully resolved at this time.   If we can be of any further assistance, please don’t hesitate to contact me directly at [redacted].   Sincerely,   [redacted]

Hello [redacted] and Revdex.com
of North Florida,
Upon...

receiving this
complaint, we reviewed the account and show that the consumer placed her order
on December 15, 2015. Although all items on the order shipped December 16,
2015, it does appear the two items were not delivered within the time frame,
thus missing Christmas.
We are sincerely sorry for
the inconvenience this has caused and for the delay in resolution. At this time
we can confirm that a refund of $14.23 has been processed back to the original
form of payment on December 29, 2015 for the two items that were not delivered
on time. Please be advised this credit can take 2-10 business days to reflect
back in the consumer’s bank account. In addition, the consumer has also been
issued a $15.00 [redacted] credit that can be used at any time towards a future
purchase with us. We provided this resolution to the consumer via email.
We greatly appreciate the
feedback and will escalate the information to the appropriate department for
further review, as we are always looking for ways to improve the online
shopping experience for our customers. We feel that the issue has been fully
resolved at this time.
If we can be of any further
assistance, please don’t hesitate to contact me directly at [redacted].
Sincerely,
[redacted]
[redacted]

Hello [redacted] and Revdex.com of North Florida,   Upon receiving this complaint, we reviewed the account and see that the order was placed on Monday, December 11, 2017 at 2:37 PM for a single item. Our standard ground shipping method was selected on this purchase, which can take 3-9 business...

days to arrive.   We began receiving contacts from this consumer the next morning, at approximately 10 AM requesting a status update on his purchase. He was advised of the shipping expectation at that time. The consumer contacted us twice before 2PM requesting a status update. At 3 PM we received a request to cancel the order. Unfortunately, at that time the order was already being processed through our shipping department and we were unable to cancel it. The consumer then contacted us 3 more times that afternoon requesting to cancel the order. However, as he had been advised multiple times – the order was already processed thought our shipping department.   We did not receive any additional contacts from the consumer until 12/19. The consumer reached out to us indicating his package was lost. The package had been scanned as delivered earlier in the day, but the consumer indicated it was not received. A replacement was processed right away but the consumer continued to contact us multiple times over the next 3 days requesting status updates and requesting to cancel the order. We are truly sorry that we were unable to meet the consumer’s expectations in regards to this purchase, and that that we caused him so much anxiety and frustration.   We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. At this time, a full refund has been issued for the purchase. We understand how upsetting this issue was so close to the upcoming holiday, and we would like the consumer to keep the merchandise once it is received, as our gift for the ongoing upset this has caused. The full refund in the amount of $62.61 was issued on 12/21 at 8:55 AM and should reflect back into the bank account within 2-7 business days, depending on the individual policy of the financial institution.   We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customers. We feel that the issue has been fully resolved at this time.   If we can be of any further assistance, please don’t hesitate to contact me directly at [redacted].   Sincerely,   [redacted]

Hello [redacted] and Revdex.com of North Florida, Upon receiving this complaint, we reviewed the order details and see that the order was placed on Tuesday, December 06, 2016 for two items with a total order value of $60.38. There was no shipping costs paid on this order as a free shipping promotion...

was used at checkout. Unfortunately, one of the shirts was cancelled due to being out of stock and refunded. The remaining item was shipped on 12/13/2016 via [redacted] Tracking Number: [redacted]. We see that the package was delivered on 12/17. We do see that an e-mail confirmation was sent on 12/14 regarding the item that was refunded and we are so sorry if this was missed!  We are sincerely sorry for the inconvenience this has caused and for the delay in resolution.  The refund for the out of stock item was issued in the amount of $37.99 and a $20 credit has been added to the account to be used towards a future purchase as a courtesy for the frustration and inconvenience this caused.  We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customers. We feel that the issue has been fully resolved at this time. If we can be of any further assistance, please don’t hesitate to contact me directly at [redacted]. Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us on multiple occasions in regards to the package and was not provided an appropriate resolution. We were able to confirm that the original package has been returned to sender due to an...

incomplete address and the replacement request was not properly resolved. We also confirmed that the item is no longer available for purchase and that this has been escalated to the appropriate team for further research.
 
We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have confirmed that the order has been fully credited. For the inconvenience, we have provided a total of $25 Fan Cash to your account. We’ve offered to assist with placing a new order for an alternate item and provided a direct contact to work with. We provided the resolution via phone.
 
We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customers. We feel that the issue has been fully resolved at this time.
 
If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-####.
 
Sincerely,
 
 
Senior Fan Advocate

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I confirm I have received the appropriate refund.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Hello [redacted] and Revdex.com of North Florida,   We apologize the resolution is not satisfactory. We have attempted to reach the consumer by phone and was unable to make contact, however, a voice message was left. We have sent an email advising that a full refund of the purchase cannot be processed for the delayed refund of the returned items. We have provided an increased percentage discount via email for this inconvenience. The consumer has access to two direct phone numbers to contact us at and we will continue to assist the consumer if we are reached out to.   If we can be of any further assistance, please don’t hesitate to contact me directly at [redacted].   Sincerely,  
[redacted]

Hello [redacted] and Revdex.com of North Florida,
Upon receiving this complaint, we reviewed the account and show
that the consumer reached out to our customer service team in regards to the
sizing of the hat that was purchased. The consumer explained to our team that
the hat fits much smaller than...

he is accustomed to and requested an exchange to
be made for the item. Unfortunately our system is not set up to allow for
exchanges to be made, so the consumer’s request was denied.
We are sincerely sorry for the inconvenience this has caused
and for the delay in resolution. At this time we have processed a replacement for
the hat and waived the cost of the return label fee so the consumer may send
back the original item at no cost to himself. In addition we issued the
consumer a $20.00 [redacted] credit that can be used towards a future purchase
with us. We provided this resolution to the consumer via phone.
We greatly appreciate the feedback and will escalate the
information to the appropriate department for further review, as we are always
looking for ways to improve the online shopping experience for our customers.
We feel that the issue has been fully resolved at this time.
If we can be of any further assistance, please don’t
hesitate to contact me directly at [redacted].
Sincerely,
[redacted]

Hello [redacted] and Revdex.com of North Florida,   Upon receiving this complaint, we reviewed the details regarding the complaint and the undeliverable package. The consumer reached out to [redacted] and were unable to receive a timely resolution.   We are sincerely sorry for the...

inconvenience this has caused and for the delay. We understand how frustrating this whole experience has been. We have contacted the consumer by phone and were unsuccessful at leaving a voicemail. The following information has been provided by email. We have reshipped the available items with expedited delivery. The out of stock item was refunded to a gift certificate provided to the fan in their email. The consumer was provided a direct contact number for any further assistance.   We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customers. We feel that the issue has been fully resolved at this time.   If we can be of any further assistance, please don’t hesitate to contact me directly at [redacted].   Sincerely,   [redacted]

Hello [redacted] and Revdex.com of North Florida,   Upon receiving this complaint, we reviewed the account and understand the consumer's frustration with the situation.   We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We can confirm that...

unfortunately, once an order has been shipped, we cannot change an address, therefore, the package was shipped to the address entered in at the last step of checkout. This is not something we can refund shipping for, however, as a one-time courtesy, the shipping costs has been refunded. We ask that the consumer allow 2-7 business days for the credit to reflect.    We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customers. We feel that the issue has been fully resolved at this time.   If we can be of any further assistance, please don’t hesitate to contact me directly at [redacted].   Sincerely,   [redacted]