Frontgate Catalog

Our agent spoke with the customer, we sent a replacement while we continue the investigation.  The customer was not charged twice.  We are pulling the phone interaction with the supervisor for review. Thank you,Lorece H[redacted]Brand Services Manager

Our representative spoke with the customer on 4/21.  Credits were processed for returned items as well as the remaining credits for shipping and boxes. Thank you,[redacted]Brand Services Manager

I left 2 messages for the customer the last two days but she was not available, so I sent the below email.
Mrs. [redacted]
 
My name is [redacted] and I am reaching out to you in response to your Revdex.com complaint regarding our warranty on your Christmas tree.  In...

reviewing your order, I see that you were issued a gift certificate for $599.50 for 50% of the value paid for your tree.  I have issued you an additional gift certificate for $600.00 on order [redacted] which equals your purchase price of $1,199.00.   Both gift certificates are good for one year after the issue date.  If there is a purchase you would like to make prior to receiving the second certificate, please feel free to call customer service any time after tomorrow 12/4/14 at ###-###-#### and reference order [redacted], the agent will be able to assist you with your gift certificate number to use on a purchase.
 
I do apologize for all the inconveniences you have experienced with this tree.  Please keep my contact information should you need to reach me.
 
Thank you,
[redacted]
Customer Relations Manager
PHONE: ###-###-####
FAX: ###-###-####
EMAIL: l[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.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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]

Please keep complaint open as I have dealt with four different managers indicating that they will provide a refund and then receive email stating I will receive gift certificate instead of a full refund. Pleas see attachment as the resolution will not occur until 2/16/2016. I was told if I donot return the chairs by March 2016 then they will not refund my money. So I am concerned as I was told already by four different manager that I will receive a refund and did not happen as this has been going on since September of 2015.

Spoke with customer, resolved with a pricing discount.  We also updated our website to reflect the finish and the required assembly.  Reviewing interaction for coaching opportunities. Thank you, Lorece H[redacted]Brand Services Manager

Upon review of the order, credit of $269.10 was processed on 9/15 and $299.00 on 9/16.  Shipping of $29.90 was not credited. Our agent emailed the customer the below advising of the additional credit.  Thank you, [redacted] Dear [redacted],I am following up from the voicemail...

that I left.  I
issued a credit for 29.90 which is the difference between what was already
issued to your credit card.  Please, see the dates we issued the credits
on 9/15 $269.10 and on 9/16 $299.00.  That left a difference of
29.90.  Allow 3-5 business days for the credit to your Visa. I am sorry for your inconvenience.  We appreciate you
as a Customer.

[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.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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 am 100% satisfied with the resolution . It was more than I expected . A representative contacted me with 48 hours , expressed her concern. A gift certificate was issued and received within a week . Thank you very much . 
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.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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]

Emailed the customer extending the promotion due to our error, customer declined offer.  Email attached. Thank you, [redacted]Brand Services Manager

Spoke with customer, 3 stools shipped 10/10, remaining stools shipped 10/27.  Customer received one then the remaining two delivered on 10/30, we were on the phone when UPS showed for final delivery.  I asked the customer to call me with any issues, left a message 11/3 to confirm his...

satisfaction with the quality, advised closing issue since stools have shipped.
Thanks,
[redacted]
Customer Relations Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Our agent left the customer a voicemail and sent an email.  Within our price guarantee, we will refund the difference if we offer a special price on any item within 30 days.   The item would not qualify for price guarantee because the difference in price was due to a promotion being...

applied to the price of the item, the price of the item did not change.  A credit was applied to the order due to the inconvenience.Thank you, Lorece H[redacted]Brand Services Manager

Our agent Rhonda worked with the customer and arranged for the entire set of cushions to be returned and issued the credit.  Confirmed items were in transit on 9/4 and issued $2,240.25 credit.  Identified internal processing issue causing delay.  Credit will be submitted today...

9/16/15,  I left a message for the customer advising of the delay and sent him an additional gift certificate for the inconvenience and for his continue patience.Thanks,Lorece

Spoke with customer and clarified the promotion and the disclaimers.  Due to the item being excluded from the promotion, Mr. Young and I agreed on a compromise and he placed his order.Thank you,Lorece H[redacted]Brand Services Manager

I spoke with customer and apologized for her experience and confirmed receipt of the dog bed.  The customer was issued a 20% discount due to the delays with the dog bed.  Due to her overall experience, I issued her a certificate for a future purchase.  Thank you, [redacted]Brand...

Services Manager Frontgate/Grandinroad

Our agent contacted the customer on 11/9 apologized and issued the gift certificate. Thank you,[redacted]Brand Services Manager

Verified credits processed on 2/4/16.  $100 and $1,500 processed on 2/4. Thank you,[redacted]Brand Services Manager

I left customer a voicemail on 2/5 with no return call and again 2/17 to follow up on resolution with trucking company.  I reiterated the need to discuss and partner with trucking company for compensation. Thanks,Lorece

My agent, [redacted] called and emailed the cusotmer and issued credits in the amount of $79.50 then $10.00 for a total of $89.50 to match the 50% off promotion.  Below is the email communication:
Dear
[redacted],This
is a follow up to the voicemail that I left regarding your...

RevDex.com dispute.I did research and you are correct you were suppose to
receive 50% off of your items.  I do apologize for your inconvenience and
the experience you had with Grandin Road.   I did put through a credit for 79.50 for item number
[redacted] Quilt Full/QN, and 24.50 each for item [redacted] Sham Stnd.  Your credits should appear on your [redacted] in
3-5 business days.If you have any questions or concerns do not hesitate to
contact me. Respectfully,[redacted]