Fanatics, Inc.

Hello [redacted] and Revdex.com of North Florida,   Upon receiving this complaint, we reviewed the account and found that the order has not been shipped as of yet. 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. A refund has been processed per the consumer’s request. The consumer was contacted by 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 account and
have confirmed that the consumer purchased items paid for by a gift card that
was won from a third party contest. The customer then contacted us to resolve a
sizing issue with two of...

the items purchases, but was not provided with
adequate service to resolve the issue.  
We are sincerely sorry for the inconvenience this has caused
and for the delay in resolution. We spoke to the customer and processed a
replacement order on October 7, 2015 for the two problematic items, in updated sizes,
and that replacement was marked as delivered on October 10, 2015. 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 [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 Friday, November 25, 2016 for three items. The total order value was $310.04 and unfortunately one of the items was cut from the order due to being...

out of stock. Due to a system error, the refund did go back to the account balance instead of the balance. We are so sorry about this, and that the consumer did not receive proper assistance when she contacted us about this. The agent who responded to the e-mail was unaware of how to handle this issue and did not properly address the situation.   We are sincerely sorry for the inconvenience this has caused and for the delay in resolution.  We have refunded the amount of $78.58 back to the credit card used to place the order. The consumer also has a $20 credit applied to the account to be used towards a future purchase. We welcome her to reach out if there is anything else we can do to make this right!   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]

Complaint: [redacted]
I am rejecting this response because: I continue to get several e-mails every day. 
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,   Upon receiving this complaint, we reviewed the account and we do see that the consumer placed his order on 10/6/16 for several items. Unfortunately, the order was affected by significant delays from our fulfillment center due to a system upgrade...

that did not go as planned, followed by a severe weather event. Ultimately the order was cancelled in full and the customer was not provided with any clear information about what exactly happened with his order.   We are sincerely sorry for the inconvenience and confusion this has caused and for the delay in resolution. A full refund has been issued for this purchase, and we have also provided a total of $80 in [redacted] to the account to be used towards a future purchase. We provided this resolution by phone as well as direct contact information for a senior member of our [redacted] department who will be happy to assist in placing a new order or if there are any additional questions or concerns.     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]

Upon receiving this complaint, we reviewed the account and
have confirmed that the consumer contacted us in regards to the Gift Return
that was processed incorrectly. We were able to confirm that the return has
been processed and credited in full to the original purchaser.
 
We are...

sincerely sorry for the inconvenience this has caused
and for the delay in resolution. For the inconvenience, we have provided $109.48
in Fan Cash to your account. We provided the resolution 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 ###-###-####.
 
Sincerely,
 
[redacted]
Senior Fan Advocate

Hello [redacted] and Revdex.com of North Florida,   Upon receiving this complaint, we reviewed the account and can confirm the parcel was damaged in transit and returned to sender by the shipper.   We are sincerely sorry for the inconvenience this has caused and for the delay. We understand how frustrating it is to wait for the returned package to be received and refunded. At the time the complaint was opened, we noticed the refund had already taken place the day before, August 17, 2017. We ask that the consumer allow 2-7 business days for the credit to reflect, unfortunately, this is not a timeframe we can control. We have contacted the consumer by phone and advised of this information via voicemail.   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]

Complaint: [redacted]
I am rejecting this response because: they were willing to spend more money after the fact than it would have cost to prevent the problem in the first place.  With a 1 star out of 5 customer satisfaction rating all over the internet this is obviously not a business interested in customer satisfaction.
Regards,
[redacted]

Hello [redacted] and Revdex.com of North Florida,   Upon receiving this complaint, we reviewed the account and saw that the customer contacted us about a return that was sent back a few weeks prior. We were able to track the return package, and a request was entered to issue the refund for the...

consumer. Unfortunately, we are experiencing significant challenges in our warehouse at this time, and our returns processing time was backed up. We are truly sorry for this inconvenience. We do see that the refund was processed by an agent in our warehouse on 10/11/16 and a refund was issued at approximately 2:00 PM on that date.   We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. In addition to the return being processed, we have also issued a [redacted] credit in the amount of $20 to the consumer’s account. We welcome her to use this credit towards a future purchase, and we hope she will allow us to serve her again in the future. We attempted to reach her by phone, but did not receive a response.     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 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 did experience a delay in getting the order shipped, however, we can confirm the package has been delivered as of December 2, 2016. We have now refunded the amount of the order and the consumer is not required to return what has been received. The consumer has been contacted 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]

Hello [redacted] and Revdex.com of North Florida,
Upon receiving this complaint, we reviewed the account and see
that the customer wants to be removed from our mailing list and previous
attempts have been unsuccessful.
We are sincerely sorry for the inconvenience this has caused
and for the delay in resolution. We have removed the customer’s email from our
email list so that he will no longer receive any emails from us at all. It
takes as long as 48 hours for the emails to stop. We have contacted the
customer to let him know this as well.
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 consumer placed an order on November 24, 2017. Once the order was shipped then received the consumer noticed the item was damaged. The consumer reached out to [redacted]...

[redacted] and was unable to receive a timely resolution.   We are sincerely sorry for the inconvenience this has caused and for the delay. We have contacted the consumer by email, advising the item purchased is now out of stock so a replacement is unable to be processed. We asked the consumer to return the damaged item using the return label sent via email. However, we have issued a full refund in the amount of $112.49. We ask that the consumer allows 2-7 business days for the refund to post back to the original form of payment used at checkout. We have also advised the consumer we will honor the 30% discount original used at checkout on a new order.   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 see that the consumer placed her order on Tuesday, December 19, 2017 for multiple [redacted] items that were expected to ship and be delivered by Saturday, December 23, 2017. The...

consumer contacted us on 12/22 to advise that two items were missing from the package she received. At the time of that conversation the consumer expressed frustration that the items would not arrive in time for the holiday. Unfortunately, at the time of the call we had no time remaining to be able to get the replacement there in time. On review of the communication and notes left in the order, we see clearly that this situation could have been handled with much more courtesy and understanding of the frustration and inconvenience we were causing. We are truly sorry that this was not handled more appropriately, and we thank the consumer for her feedback and this opportunity for coaching to ensure this does not happen again.   We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have issued a refund in the amount of $42.50 as a courtesy for the inconvenience we caused. This credit should appear back into the consumer’s bank account within the next 2-7 business days. Additionally, we would like to offer the consumer 30% Off + Free Shipping on her next purchase with us, should she choose to make one. The code: [redacted] can be entered in the final stage of checkout for the discount to be applied. We ask that the consumer please let us know if there is anything else we can do to make this right.   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]

I have reviewed the response made by the business in reference to complaint ID 1[redacted]42, and find that this resolution is satisfactory to me.  That you for going above and beyond to insure that customers are cared about.
Regards,
[redacted]

Hello [redacted] and Revdex.com of North Florida,   Upon receiving this complaint, we reviewed the information and found that our consumer received an item as a gift and realized it wasn't what they would like. The item was returned for a store credit. The consumer did reach out to [redacted]...

to receive a timely resolution. We show our consumer was concerned with the timeframe it was taking for the refund to be processed. Our consumer called just to receive clarification that the store credit would be processed, however we failed to provide a resolution. We sincerely apologize for the inconvenience this has caused and for the delay in the resolution. We would like to advise that the amount of the returned item has been added to the consumer's store account. The consumer has been contacted by phone, and a message was left providing an update regarding the store credit. We will handle any opportunities for coaching internally, and we thank the consumer for taking the time to let us know about her experience. 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 truly are sorry for this awful experience, and we hope she will allow us another chance. We ask that she please let us know if there is anything else we can do to make this right.   If we can be of any further assistance, please don’t hesitate to contact me directly at ([redacted].   Sincerely,   [redacted]

Upon receiving this complaint, we reviewed the account and
have confirmed that the consumer contacted us to request the cancellation of the
incorrect item that was purchased. Due to the efficiency of us processing the
order, we were unable to complete the cancellation as requested...

prior to it shipping
from our vendor.
 
We are sincerely sorry for the inconvenience this has caused
and for the delay in resolution. We have confirmed that the order has been delivered
and that we have fully credited the original purchase. We are also not
requiring for the item to be returned. For the inconvenience, we have provided
a total of $20 Fan Cash to your account. 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,
 
[redacted]
Senior Fan Advocate

Upon receiving this complaint, we understand the frustration
that was caused due to the shipping and transit expectations of this purchase.  It was also difficult for the consumer to
locate our customer service contact number on our online HelpDesk.
We are sincerely sorry for the...

inconvenience this has caused
and for the delay in resolution. We have provided a full refund of the purchase
total ($57.07) as a courtesy for the frustration. 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,
[redacted]Senior Fan Advocate

Upon receiving this complaint, we reviewed the account and
have confirmed that the consumer contacted us on multiple occasions in regards
to the delayed delivery of his package. We were able to confirm that the tracking
information has not updated since November 11, 2014. We also 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 $30 Promo
Credit to the account. We provided the resolution via email and received no
response back from the customer.
 
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 and appreciate the fact that fanatics refunded me the full amount but at the same time I am disappointed at the fact that fanatics didn't owned responsibility that they didn't meet the shipping promise. The promotion was guaranteed 3 business day delivery or your money back and I placed the order on September 12 before 2 pm and items were delivered on September 16 after 4pm that's technically 5 business days because if the order is placed before 12 pm eastern time that day counts as the first business day but if you don't want to credit that day as the first business day then it was delivered on the 4th business day so they still didn't meet the promotion requirements. But I'm thankful that a full refund was given. 
Regards,
[redacted]