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Gaiam, Inc.

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Reviews Gaiam, Inc.

Gaiam, Inc. Reviews (11)

In the recent update of our *** *** Application to a subscription model, the new update limited the access of those that previously purchased the APP. We did an intensive review and realized our oversight. We apologize for the inconvenience that this has caused but want our
customers to rest assured that we are working to ensure that they continue to have access to the previous content within the appThe App development process does take time and we anticipate the App update within weeks Thank you

Hi ***,so sorry for the delayIn regards to the customer complaint, I reached out to *** *** on Sept 18th apologizing and explaining what happened with her orderIn regards to her order, her credit card was authorized for two chairs, however, since only one chair shipped out, we ONLY
charged for one chairThe other chair never shipped because we're out of stock for that colorUnfortunately since we don't keep back orders in our system, she'll have to place a new order for a second chairI've attached a few screen shots from our system showing we only charged for the one chairPlease let me know if you have any questions or if there's something else I need to do. Sincerely,Sincerely,***
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As we worked to restore our customers access to our original content we experienced some technical difficultiesOur developers have been working to resolve the issue and a new version of the APP that supports the original content was launched to the App store yesterday

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
Sincerely,
*** ***

Good morning,We acknowledge that there was an unexpected delay in receiving and shipping the requested replacement part .We do understand the importance of resolving issues with any of our products expeditiously and can appreciate the disappointment and concerns voiced by the customer about the
delayWhen the customer contacted us , she was advised of this potential delayWe show that the replacement part was shipped on November 7th as soon as these were received by our warehouse The part has now been deliveredWe apologize for the inconvenience the delay with obtaining the replacement part has caused.The chair can still be sent back to our warehouse for a refund as indicated on our websiteFor more information about the returns process, the customer may visit www.gaiam.com/returns In the meantime, we have issue an additional % discount off the purchase price of the chair + shipping originally paidThe goodwill credit issued amounts to $($for the product and $for original shipping) If the chair is returned,this credit will be deducted from any refund amount. The customer can reach out to me at *** or ###-###-#### for any follquestions including checking on the status of the credit that has been issued back to her credit card today.Sincerely,*** *** - Manager, Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI also had made a complaint directly to ***'s App Store, and they already issued a refund on behalf of GaiamI wasn't aware they could do that or I might have held off on the Revdex.com complaint for a few days, but I guess *** reserves the right to refund in cases like this. Either way, thank you. Sincerely,
*** ***

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.
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.
Sincerely,
[redacted]

Thank you for your feedback regarding the transition of the [redacted] App to a subscription based model. We apologize for the inconvenience that this has caused but want you to rest assured that we have been working to ensure that you continue to have access to the previous content within the app....

An APP update has been completed and is now available that will restore your access to the previous content. Thank you for your patience and continued support. Tell us why here...

Hello, As we worked to restore the original connect in the [redacted] app,  our developer experienced some technical challenges.  As of today,  they are working to resolve the issue and restore the original content as promised.  Our hope is to have updates next week. Thank you

Hi [redacted],My name is [redacted], the new Customer Relations Manager at Gaia. Our sincere apologies for the delayed response and the trouble you have experienced. This experience is in direct opposition to the overall value we are attempting to provide to you as a valued Member. The message below...

was sent on Monday, January 11th, which we understand was not responsive enough. You are correct in the fact that our Community Relations Team does need more training on issue resolution, and responsiveness, and I have personally addressed this with my team. The message below was sent via email on Monday, January 11th in response to your email, albeit not fast enough. <begin>Hi [redacted], My apologies for the delayed response, our email system has been giving us trouble.  First off, I have added a 60 day comp to your account due to the trouble. You will not be billed again until April 3rd. We should absolutely be able to get you up and running well before that date. Is your computer a [redacted] or PC? What browser do you use to access the internet ([redacted], [redacted], [redacted] etc)? Do you get any error messages at all? Is your computer connected to the internet via WiFi, or is it directly connected to an ethernet cable?If you'll get back to me with those answers, I will have a good starting point for trouble shooting the issue. Thank you!<end>We will be happy to refund your account, help you in any way we can, and do whatever it takes to make you happy. I will give you a call directly at the number you have provided to discuss the best way to resolve this for you. Please feel free to reach out to me directly at [redacted] or via email at [redacted]    [redacted] Gaia Customer Relations

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Address: 833 W South Boulder Rd Suite C - Gaiam, Louisville, Colorado, United States, 80027-2452

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