GraduationSource

Dear Revdex.com,  Please have the customer contact us at ###-###-####, we have a refund already completed.  Thank you, The Customer Care Tearm

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 the matter has been resolved.
Refund has been received.  
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 We have been told more than once over several months that we would be receiving the $651.42 and have received nothing to date.  When can we expect payment?In addition, no mention was made about the $1,852.35 owed.  When can we receive that payment?
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
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 and the matter has been resolved.
Sincerely,
[redacted]

Dear  Revdex.com, We did a refund and our company has the receipt which we emailed directly to the customer confirming the transaction was credited to her account.  Due to the public site, I did not want to display her information on this board of her last "4" digit of her credit card that was refunded. Please have her contact our company direct, so we can communicate the date, the credit card and the amount which was refunded back to her. We care about our customers and we follow-through when we promise that a transaction will be complete.  Warmest Regards, The customer Care team

Dear Revdex.com,  We are sorry to hear about her experience with GraduaitonSource. We strive to ensure are refunds are done timely. When they emailed us, we opened ticket # [redacted] . After investigation, we found out we needed to refund this account  $651.42.  The refund transaction number is...

[redacted] . If she has any other concerns, please email us at [redacted], we will be happy to address any further concerns. The Customer Care Team

Dear Revdex.com,   We pride ourselves to deliver all our products before the requested in-hand date.  On complaint #[redacted] , After though investigation, it shows very clearly, we delivered earlier then promised.   Listed below is the breakdown of the process and timeline of complaint...

[redacted]: 1.       The customer placed the order on the web on 3/**/2017 at  12:22PM 2.       The order dropped to the warehouse on 3/**/2017  at 1:32PM  3.       PROCESSING TIME:   “ 48 hours”   - customer choice this Option (rush processing) PLUS 4.       SHIPPING METHOD:  “2 DAYS”     -customer choice this option (rush shipping ) [redacted]On our website clearly displays: the weekends do not count for processing or shipping      Thursday, 3/**  -customer placed order Friday, 3/** – the warehouse processed (1 day earlier ) Saturday, 3/[redacted] the weekends do not count for processing or shipping   (this message is on displayed right by the estimate delivery date   Sunday -3/**   *the weekends do not count for processing or shipping     (this message is on displayed right by the estimate delivery date   Monday, 3/** – [redacted] day 1 Tuesday , 3/** –[redacted] day 2 [redacted] delivered to customer  Tracking #   [redacted]   The customer’s ordered delivered on 3/** ( 2 days earlier then requested)   If there anything further we can help clarified, we will be most happy to help . The Customer Care Team

Dear customer,  Sorry about your experience.  We do have a credit memo in our system. If you can please contact us to change this to refund, we need your credit card information in order to get  you a refund Once we havethis information, we will take care of your request.   The Customer Care Team

Dear Revdex.com,   The customer placed an order online,  Five days later, she contacted customer service and stated the tam she ordered  was no longer needed.   We canceled her order immediately. .  An email was sent and she was notified that we took care of her request to...

cancel (As the customer stated,  we are sorry this email fell into her spam folder). The same day a Credit memo was created. The customer requested a refund and her request went to the credit department to process. We explained to our customer , it will take anywhere from 3- to 30 days (per our policy)  to accommodate her request especially during busy season.   On her request to speak to managers, all employees are trained as managers to help every customer. Very rarely does a customer request a  manager or supervisor since we serve our customers every day with the best possible solution. During our peak period ,we do have added employees to help handle the high volume and very sorry if an agent was not helpful.  We will look in to the situation that happened and retrain as needed.    To help our the customer , we have requested Accounting to expedite this transaction to ensure her refund is handled quicker than our normal policy.  However, the credit memo was created the same day.         Sorry for the confusion,   The Customer Care Team

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

They are refusing to refund shipping. I rejected the first 2 packages at the [redacted] store  (refused pickup) and the 3 rd package I also refund and signed for the refusal. The address being sent to my my house so it being closed is not a valid response. I was told that I would be receiving a full refund before I ever refused the packages by multiple employees. I should be getting my shipping refunded as well because they didn't fulfill the order in time for graduation like she is saying she did. I have 18 people walk the stage for graduation nursing school that we all worked so hard for without cap and gowns because they didn't inform me they had items back ordered and then told me I would be getting them over nighted and still they didn't overnight them. It shouldn't even be questioned that shipping shouldn't be refunded due to the company's mistake of not full filling the order in due time. They had 16 days and online it says they will fill the order in 10 or less. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The business has responded.  Please see below:I am sorry you feel that this service did not live up to your expectation. The product you requested canceling is a custom product that was designed and produced for you. Our service agents are not authorized to return these items unless the...

product is damaged or defective. Our agent was attempting to make a policy exception for your issue when you card was changed, she then got approval for your refund, and it was processed which takes at least 4 business days.    Again,  I am sorry that you feel that this was not up to your service expectation,  we have canceled a custom order that you approved. We have refunded your card and really do not understand the Revdex.com complaint, since one of our agents have been working with you to get this resolved quickly.  We set a high level of service for our customers.  We hope you understand that when you order a CUSTOM item, we are allocating resources to produce this item for you and it cannot be returned to inventory for another customer.  This is a loss on our behalf and yet we are still willing to make an exception for you this.   The refund usually take 3 to 4 business days.    On behalf of all of us here at GraduationSource, we hope you are satisfied with the outcome. Customer Care Team [redacted] phone: ###-###-#### fax: ###-###-####

Revdex.com Please let our Dear customer know this is what happened: We are sorry for your experience. Let me try and explain what happened. The button on the website must have been pressed multiple times when your son was checking out.  About your phone experience,   During the  month of May...

due to the heavy volume of incoming calls, we had very high hold times. However,  we do NOT at GraduationSource tolerate anyone  disconnecting calls and this did not happen.  We did have issues  with our phones for 3 days due to a down wired on  calls dropping (meaning disconnected) .  Your   call should have been escalated to our finance /accounting department. As far as I can tell these were only pending charges  which have been released.  If this is not  the case,  please email [redacted]  or [redacted]  or our phones are now fixed and welcome to call  at  ###-###-#### . We need your last 4 digits of  your credit card to make sure the pending charges were released. Very sorry for  your experience, however on a good notes, our phones are fixed and ready to serve you.    Warmest regards, Customer Care Team

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 I did speak with a representatives. Who informed me of it being customized and said if he could not cancel it I would not be able to receive the rest of my order until after the desired date our college campus was promised prior to our graduation.  I was still willing to pay for the item but the customer service dept stated they could not split the order because their system was  not set up that way. He also assured me if the item had already been in the process of making there would've been no way to stop the order and apparently it was.   I was promised a credit toward my credit card and still to this day am waiting for it.  I have called the business to check the status of my refund and they tell me something different every single time.  The last response was this would take 48 hrs.  Now you say this will take 4 business days.  My original date of refund was a week.  I have been more than patient and fair with your company on paying you exactly on time and it is a disservice to me and my other co-workers who have ordered did not receive all of the items on our invoices.  The one rep I talked to about this didn't even want to give me the tassels that came with the package deal I purchased I was then transferred to another rep who was understanding and as far as I know those items are on the way but I have yet to receive to double check for its' accuracy.  I find it hard to believe that when I called every customer service rep was on different levels of understanding ordering and then when typical numbers such as order number and crs were provided they would state we can not find your order.   $29.95 is not a lot of money but it's still my money and once that is received back I will be happy to never have dealings with your unorganized business ever again.  and other customers need to be aware of how difficult and shady your company is.  Good Day!!
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 I have not received a package nor an email indicating that the package even shipped.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Yesterday, I received a call from [redacted] (Graduation Source) letting me know that the reimbursement was on hold until around May time frame when they finish with the order process.  When I explained to him that it was not a reasonable not an acceptable response, I was transfer to [redacted] (who has been my contact since February [redacted]) who told me that he was going to investigate and call me back.  I am still waiting for his call.  I called [redacted] prior to writing this response and left a voicemail as I was unable to get in touch with him.However, on [redacted]'s response  to our Revdex.com complaint, it was claimed that the merchandise was shipped and delivered.  That information is INCORRECT.  As of today, the merchandise has not been received by LWA.  We need the Cap & Gowns urgently for our Annual Picture Day and still waiting for it's arrival.   Cordially, [redacted] - ###-###-####]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear Revdex.com,   There was a major confusion about refunding a check to Summit Families under the request of [redacted] from WL Butler Construction per this complaint. Listed below are the 5 reasons why the check was delayed: 1.       The original order was bill...

to Summit Charter Academy 2.       The product was shipped to Summit Charter Academy 3.       Our contact person for this order was [redacted] from Summit Charter Academy 4.       The product was returned under Summit Charter Academy 5.       The  Credit memo was created under Summit Charter Academy “[redacted]”    When the email  came in from [redacted] , the company he represented was WL Butler Construction and  did not match our record. He also requested for our company to pay out to the order of Summit Families. His information did not match up to  Summit Charter Academy . We started to gather information and started to research his request.     After a long investigation, we just confirmed that Summit Families has an affiliate with Summit Charter Academy,   Due to our system not allowing us to change the name on our file, we will manually write a check to Summit Families   and will be issued on January [redacted]  . The check will be mailed to:     [redacted] [redacted]    Sorry for delay but we need to confirm we were sending the refund check to the correct person/company

Review: Due to the non-delivery of products as stated, guaranteed, and paid for, this company, Graduation Source, has failed to correct billing errors, failed to honor the agreed upon refund of the shipping and handling as well as same day processing fees and it's customer service has failed to provide the requested assistance.

On April **, 2014, I ordered pre-school cap and gown sets along with tassels and cords that were due to me on April [redacted] for use on the [redacted]. The items did not get to me . . . nor did I get an email, phone call, or even text letting me know what the problem was.

On April [redacted] I started a case #[redacted] and did not get a reply until April [redacted]. I continued to try to connect with them but could not. Since they were due on April [redacted], I requested FULL REFUND but kept getting the run around. I paid $20 for same day processing and $29.54 for next day shipping,

On May [redacted], I finally got a resolution in which I was told that I was entitled to my full refund but did not get it. Then, on May [redacted], I received all of the products. I DON'T NEED THEM NOW but was willing to keep them for next year. However, dealing with this company is NOT what I want to do EVER again!

NOTHING HAS BEEN DONE BY THIS COMPANY SINCE MY LAST CONVERSATION ON MAY [redacted]. I tried to call today to speak to a supervisor but still, the run-around.Desired Settlement: Now, I would like ALL of my money back and for the company to pay for the shipping of the items back to them. I am not at all satisfied with this company and their non-committal of their own agreement and guarantees. I am also not satisfied with them giving me the run-around about how they did NOT handle this order properly.

Business

Response:

Please email: [redacted]

Order number # [redacted]

We are truly sorry for your experience, however, we were out of stock on one of the items.

We thought everything was handled and you were satisfied with the refund.

A refund was granted under [redacted] in the amount of 34.77 on 5/**/2014

This refunded consist of 20.00 for the processing charge ( since we did not keep our promise to ship with 24 hours)

14.77 to show that we did not keep our promise and we would split the shipping charge.

All agents are classified as supervisors, we only train as supervisors to ensure they help our customers at all time.

However, in the Revdex.com you did not mention the refund, so I want to make sure you were refund the $34.77

Again, sorry about the confusion, we did in good service rectify the delay.

Warmly,

Customer Care Team

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have neither received correspondence, phone call, text, nor email suggesting that there was even a refund discussed; nor have I received the reported refund of $34.77. In my MANY phone calls, NO ONE has suggested that there was a refund established.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: This company has the worst customer service. I cancelled part of my order and they did not remove it from my credit card even though they assured me I would not be billed. I had to call multiple times and argue my claim and eventually had to provide a statement and letter from myself showing where they charged me. I understand refunds could take a certain amount of time but they were denying owing me the money altogether. Also my order that I did receive was not as promised the package deal was to include cap, gown, and tassel for $15.95 each when arrived tassels were not there the customer service agent then stated that was not apart of the deal either which was not the case. I have worked customer service for years I have had more trouble with this company than any other business I have ever dealt with. I work for a college campus and every single order from here has either been over billed multiple times, wrong sized, or left items out of orders. Then when you call to discuss it with customer service and provide order info like cr or order number they can't find you and or cancel your account so you can't speak directly from your invoice it says its old and can't be found.Desired Settlement: I WANT MY REFUND!!! a letter of apology stating they royally messed up my order and their customer service is negligent of how to resolve claims, and to never email or contact me again !!!!

Business

Response:

The business has responded. Please see below:I am sorry you feel that this service did not live up to your expectation. The product you requested canceling is a custom product that was designed and produced for you. Our service agents are not authorized to return these items unless the product is damaged or defective. Our agent was attempting to make a policy exception for your issue when you card was changed, she then got approval for your refund, and it was processed which takes at least 4 business days. Again, I am sorry that you feel that this was not up to your service expectation, we have canceled a custom order that you approved. We have refunded your card and really do not understand the Revdex.com complaint, since one of our agents have been working with you to get this resolved quickly. We set a high level of service for our customers. We hope you understand that when you order a CUSTOM item, we are allocating resources to produce this item for you and it cannot be returned to inventory for another customer. This is a loss on our behalf and yet we are still willing to make an exception for you this. The refund usually take 3 to 4 business days. On behalf of all of us here at GraduationSource, we hope you are satisfied with the outcome. Customer Care Team [redacted] phone: ###-###-#### fax: ###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I did speak with a representatives. Who informed me of it being customized and said if he could not cancel it I would not be able to receive the rest of my order until after the desired date our college campus was promised prior to our graduation. I was still willing to pay for the item but the customer service dept stated they could not split the order because their system was not set up that way. He also assured me if the item had already been in the process of making there would've been no way to stop the order and apparently it was. I was promised a credit toward my credit card and still to this day am waiting for it. I have called the business to check the status of my refund and they tell me something different every single time. The last response was this would take 48 hrs. Now you say this will take 4 business days. My original date of refund was a week. I have been more than patient and fair with your company on paying you exactly on time and it is a disservice to me and my other co-workers who have ordered did not receive all of the items on our invoices. The one rep I talked to about this didn't even want to give me the tassels that came with the package deal I purchased I was then transferred to another rep who was understanding and as far as I know those items are on the way but I have yet to receive to double check for its' accuracy. I find it hard to believe that when I called every customer service rep was on different levels of understanding ordering and then when typical numbers such as order number and crs were provided they would state we can not find your order. $29.95 is not a lot of money but it's still my money and once that is received back I will be happy to never have dealings with your unorganized business ever again. and other customers need to be aware of how difficult and shady your company is. Good Day!!

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear customer, Sorry about your experience. We do have a credit memo in our system. If you can please contact us to change this to refund, we need your credit card information in order to get you a refund Once we havethis information, we will take care of your request. The Customer Care Team

Consumer

Response:

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 the matter has been resolved.

Refund has been received.

Sincerely,

Review: I placed an order on April **, 2014 my gown ($148.79) arrived on June *, 2014--with overnight shipping! The only options when ordering the gown were a choice of heights and regular or full-fit. I chose REGULAR however the gown is as wide as it is long. Because the gown came in after graduation I borrowed a gown and when my gown came in measured it against the correct size and it was almost twice as wide. I believe they sent me an over-sized gown. I sent a letter to the customer service with no reply. I filled out a customer survey--again without a reply. On June [redacted] I spoke with [redacted] at GraduationSource and she repeatedly told me that because my gown was "custom" made that they couldn't help me--no exchanges or refunds. So now not only did my gown arrive late even though I paid for overnight shipping, I have a table-cloth for a master's gown. I asked to speak with the manager ([redacted]) who "was in a meeting" and was transferred to a line that would not accept messages.Desired Settlement: I was truly hoping to exchange my gown for a regular-sized gown or at least one that fits but now I would like a total refund.

Business

Response:

Order number # [redacted]

We are truly sorry, the gown did not fit to the way you would like it to look.

All gowns are not custom fitted and due to the varies of weight, we try to make sure it fits all people in the weight class.

Our gowns are made to be rooming, since everyone has an outfit underneath the gown.

However, as a onetime courtesy, we will allow an exchange.

We do post on our site, if it was a non-stock item, if opened and special ordered, we do not give out refunds.

We hope you understand why, we are unable to refund, but again offering you an exchange.

Warmly,

We have been working with GraduationSource for 3 years now. They provide quality product at an affordable price & always provide top notch service! I would highly recommend them to anyone. Thanks Grad Source!!!