Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. [redacted] Sent: Saturday, December 12, 2015 3:21 PM [redacted] Subject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted]Hi,I have just received the ID bracelet with the ID intact so everything now is okay. There was a delay since recently had surgery then a minor complication but everything is okay now.Thanks,[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 would be satisfactory to me.
I received the bracelet but feel that the company needs to revise Customer Service procedures.
This is a duplicate complaint. This customer has already submitted another review to the Revdex.com stating a disbelief that the item is gold-filled, reporting an allergy to nickel, and expressing the desire to have a refund. American Medical ID confirms that the bracelet this customer...
purchased and has received is gold-filled and does not contain nickel. Our gold-filled jewelry is made by bonding a layer of 10k gold to a bronze-alloy metal base. Neither the gold nor the bronze-alloy base contain nickel. The bronze-alloy base is 90% copper, and oxidation is a natural property of copper that can cause a green color to appear on the skin. This is not a fault of the metal. According to [redacted], 2012), oxidation is a natural process that can be intensified if the person wearing the metal is sweating or has a naturally high skin acidity level. This article also states that the discoloration is a natural reaction caused by body chemistry, is harmless, and can be cleaned from the skin using soap and water. We do not offer refunds on personally engraved items, but this customer has been given permission to return the ID for a refund on the cost of the bracelet only. We have provided the customer with a postage paid label to use to return the bracelet. We suggest that the customer also purchase insurance on the package before mailing it to have protection from loss. Our company does not provide insurance and is not responsible for any packages that are lost in transit while in the possession of the postal service. The customer can purchase insurance directly from the postal service, but is responsible for the cost for this insurance. The postal service will not place the cost of the insurance onto our shipping label. References[redacted] Why your skin turns green with certain jewelry. [redacted]. Retrieved from http://www.[redacted]/skin-care/c/1443/151389/turns-jewelry/
Dear Revdex.com & [redacted], My apologies for the delay in a response to this issue. After research of these events we have attempted to resolve this issue by emailing a Postage Paid Label to cover the price it would cost to send the item back to make the needed repairs on the clasp or...
totally replace the clasp for this Medical ID. After two attempts we mailed out a Postage Paid Label through the [redacted] At this point the option for the Free Return Label was not an option the customer agreed to. Mrs. [redacted] then advised us that she had taken her Medical ID to a jeweler to have the clasp repaired or replaced. Our Customer Service then advised her that we offered to make the repairs at no charge and was willing to stand by our commitment if she would just return the Medical ID. Once Mrs. [redacted] was not pleased with that the call was escalated to me the Customer Service Manager. After going over the turn of events, I apologized and advised Mrs. [redacted] that AMID would not have the ability to pay her jeweler directly or provide her any type of refund for the $30 charged by her jeweler to make the repairs. I stated again that we made a couple of attempts to pay for her to send the Medical ID back and have the clasp repaired or replaced at no charge to her because we stand by our product and guarantee it without a purchased Warranty for the first 90 days with a "repair" or "replace" agreement. I know these things can be sometimes frustrating to the customer when there is time involved, but it is our practice to make our Medical ID complete to the customer's satisfaction with the policies and processes we have in place. Our practice does not included the acceptance of outside vendor receipts as an option to resolving our customer's issues. Again I apologize that we could not support Mrs. [redacted]' request for payment to her jeweler and the opportunity for American Medical ID to repair or replace the clasp is still available. Best Regards, Tracy H[redacted](713) 600-6711
[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 would be satisfactory to me. while we are not happy with what we had to do to get the company to do what is fair and justwe thank the Revdex.com for their invaluable assistance in this matter
We are sorry to hear that Mr. [redacted] is unhappy with the engraving on his medical ID. Writing his condition as Diabetes II is an industry standard, however we can use the number 2 if the customer makes this request at the time of the purchase. We did speak to him about this matter earlier...
today and advised him to submit a photograph of the engraving to us for review. We are sorry to hear that he believes he was treated rudely, but we do need to see what he is describing to be able to handle this situation correctly. Once we have received this photograph we will be happy to continue addressing this matter with him.
To whom it may concern, We became aware of this issue with Mr. [redacted]s on June 29, 2015 through our customer service department before this complaint was received from the Revdex.com. We have already taken steps to address this customer's concerns and have resolved the issue....
Mr. [redacted]s has informed the customer service department that is was satisfied with the resolution. On June 16, 2015, Mr. [redacted]s purchased an ID bracelet from our website but it was too large for his wrist. The fact that the bracelet was too large caused the ID to become scratched. On June 29th, the customer contacted us about this matter. He was requesting a refund because he believed the quality was poor and this is what led to the item being scratched so quickly. He also commented that the engraving was too light and he did not believe that it was deep enough. A replacement bracelet was mailed out to Mr. [redacted]s on June 30, 2015. The correct measurement of Mr. [redacted] wrist was obtained and the replacement bracelet was made in the correct size for his wrist. The engraving was requested to be made darker and was checked by the customer service department prior to being shipped. Customer order number is [redacted] Best regards, [redacted]
[redacted]
[redacted]
[redacted]
American Medical ID is sorry to hear that our offer to settle this dispute has not been accepted. However, it is impossible to issue a refund for an item that has not been returned to us. If this customer would like a refund, the customer must return the item to us first. This is not negotiable. In an effort to settle this dispute, American Medical ID will keep the offer for a refund open until August 31, 2016. If the customer has not returned the item to us by this date, or notified us of their intent to return the item to us, the offer for the refund will be permanently retracted.
We are sorry to hear that the customer has rejected our offer of assistance. However, he has not provided us with a reason as to why he rejects our offer or any other possible solution that he would like to receive. As of now, the only request we have made is for him to send us a photograph of the medical ID so we can see the engraving issue he has described. If he is unable to do this, he can also mail the medical ID back to for review. As soon as we are able to see the merchandise and the issue he has described, we will be able to progress with potential solutions. If he would like to have the medical ID engraved in a different way, we have expressed our willingness to do this.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. [redacted] Sent: Saturday, December 12, 2015 3:21 PM [redacted] Subject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted]Hi,I have just received the ID bracelet with the ID intact so everything now is okay. There was a delay since recently had surgery then a minor complication but everything is okay now.Thanks,[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 would be satisfactory to me.
I received the bracelet but feel that the company needs to revise Customer Service procedures.
This is a duplicate complaint. This customer has already submitted another review to the Revdex.com stating a disbelief that the item is gold-filled, reporting an allergy to nickel, and expressing the desire to have a refund. American Medical ID confirms that the bracelet this customer...
purchased and has received is gold-filled and does not contain nickel. Our gold-filled jewelry is made by bonding a layer of 10k gold to a bronze-alloy metal base. Neither the gold nor the bronze-alloy base contain nickel. The bronze-alloy base is 90% copper, and oxidation is a natural property of copper that can cause a green color to appear on the skin. This is not a fault of the metal. According to [redacted], 2012), oxidation is a natural process that can be intensified if the person wearing the metal is sweating or has a naturally high skin acidity level. This article also states that the discoloration is a natural reaction caused by body chemistry, is harmless, and can be cleaned from the skin using soap and water. We do not offer refunds on personally engraved items, but this customer has been given permission to return the ID for a refund on the cost of the bracelet only. We have provided the customer with a postage paid label to use to return the bracelet. We suggest that the customer also purchase insurance on the package before mailing it to have protection from loss. Our company does not provide insurance and is not responsible for any packages that are lost in transit while in the possession of the postal service. The customer can purchase insurance directly from the postal service, but is responsible for the cost for this insurance. The postal service will not place the cost of the insurance onto our shipping label. References[redacted] Why your skin turns green with certain jewelry. [redacted]. Retrieved from http://www.[redacted]/skin-care/c/1443/151389/turns-jewelry/
Dear Revdex.com & [redacted], My apologies for the delay in a response to this issue. After research of these events we have attempted to resolve this issue by emailing a Postage Paid Label to cover the price it would cost to send the item back to make the needed repairs on the clasp or...
totally replace the clasp for this Medical ID. After two attempts we mailed out a Postage Paid Label through the [redacted] At this point the option for the Free Return Label was not an option the customer agreed to. Mrs. [redacted] then advised us that she had taken her Medical ID to a jeweler to have the clasp repaired or replaced. Our Customer Service then advised her that we offered to make the repairs at no charge and was willing to stand by our commitment if she would just return the Medical ID. Once Mrs. [redacted] was not pleased with that the call was escalated to me the Customer Service Manager. After going over the turn of events, I apologized and advised Mrs. [redacted] that AMID would not have the ability to pay her jeweler directly or provide her any type of refund for the $30 charged by her jeweler to make the repairs. I stated again that we made a couple of attempts to pay for her to send the Medical ID back and have the clasp repaired or replaced at no charge to her because we stand by our product and guarantee it without a purchased Warranty for the first 90 days with a "repair" or "replace" agreement. I know these things can be sometimes frustrating to the customer when there is time involved, but it is our practice to make our Medical ID complete to the customer's satisfaction with the policies and processes we have in place. Our practice does not included the acceptance of outside vendor receipts as an option to resolving our customer's issues. Again I apologize that we could not support Mrs. [redacted]' request for payment to her jeweler and the opportunity for American Medical ID to repair or replace the clasp is still available. Best Regards, Tracy H[redacted](713) 600-6711
[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 would be satisfactory to me. while we are not happy with what we had to do to get the company to do what is fair and justwe thank the Revdex.com for their invaluable assistance in this matter
We are sorry to hear that Mr. [redacted] is unhappy with the engraving on his medical ID. Writing his condition as Diabetes II is an industry standard, however we can use the number 2 if the customer makes this request at the time of the purchase. We did speak to him about this matter earlier...
today and advised him to submit a photograph of the engraving to us for review. We are sorry to hear that he believes he was treated rudely, but we do need to see what he is describing to be able to handle this situation correctly. Once we have received this photograph we will be happy to continue addressing this matter with him.
To whom it may concern, We became aware of this issue with Mr. [redacted]s on June 29, 2015 through our customer service department before this complaint was received from the Revdex.com. We have already taken steps to address this customer's concerns and have resolved the issue....
Mr. [redacted]s has informed the customer service department that is was satisfied with the resolution. On June 16, 2015, Mr. [redacted]s purchased an ID bracelet from our website but it was too large for his wrist. The fact that the bracelet was too large caused the ID to become scratched. On June 29th, the customer contacted us about this matter. He was requesting a refund because he believed the quality was poor and this is what led to the item being scratched so quickly. He also commented that the engraving was too light and he did not believe that it was deep enough. A replacement bracelet was mailed out to Mr. [redacted]s on June 30, 2015. The correct measurement of Mr. [redacted] wrist was obtained and the replacement bracelet was made in the correct size for his wrist. The engraving was requested to be made darker and was checked by the customer service department prior to being shipped. Customer order number is [redacted] Best regards, [redacted]
[redacted]
[redacted]
[redacted]
American Medical ID is sorry to hear that our offer to settle this dispute has not been accepted. However, it is impossible to issue a refund for an item that has not been returned to us. If this customer would like a refund, the customer must return the item to us first. This is not negotiable. In an effort to settle this dispute, American Medical ID will keep the offer for a refund open until August 31, 2016. If the customer has not returned the item to us by this date, or notified us of their intent to return the item to us, the offer for the refund will be permanently retracted.
We are sorry to hear that the customer has rejected our offer of assistance. However, he has not provided us with a reason as to why he rejects our offer or any other possible solution that he would like to receive. As of now, the only request we have made is for him to send us a photograph of the medical ID so we can see the engraving issue he has described. If he is unable to do this, he can also mail the medical ID back to for review. As soon as we are able to see the merchandise and the issue he has described, we will be able to progress with potential solutions. If he would like to have the medical ID engraved in a different way, we have expressed our willingness to do this.