GraduationSource

Review: In November of 2013 we ordered graduation gowns on behalf of our Catholic School. We received an invoice and paid it in full. The order was awaiting processing until we submitted gown sizes closer to our May [redacted] 2014 graduation. On April [redacted] 2014 we submitted sizes to Graduations source by telephone and email. When gowns were not received a week before graduation we telephoned and learned that the order had never been processed. After providing the customer rep with documentation showing that we sent all required info, we were promised that the order would be processed and received by us no later than May **, 2014. On May **, 2014 a rep called our school to see if the order had been received and told the school that the order had shipped on May [redacted]. The gowns had not been received and on May ** we called again and learned that the gowns had not yet been shipped. When asked to speak to a [redacted], I was told that [redacted]s do not like to speak to customers. Ultimately, I spoke to someone who represented themselves as a [redacted]. She assured us that gowns would be overnighted and we would receive a refund of 20% of our order amount due to their errors. On June *, 2014 we received an invoice for the order that we have already paid for. I have emailed the company and have only received a copy of the invoice-no explanation. Unfortunately, all attempts to reach Graduation Source or the representative are futile.Desired Settlement: We would like to receive the refund entitled to us in the amount of $178.24.

Business

Response:

Please email [redacted]

Order number # [redacted]

Thank you for your recent inquiry with the Revdex.com.

Since, we did not service you the way, you expected.

We upgraded your order to overnight without any extra charges.

The 20% the sales personnel agreed to credit, we have this on file, waiting for you to use on your next order.

The amount is only from the merchandise, which comes out to $155.24

Let me know, If you need to see a copy, we can have your sales rep email this to you.

Sorry, this was not communicated to you directly.

Warmly,

Review: In the fall of 2013, I got an advertisement for caps and gowns for 11.95. When I placed my order in March, I was told I had to add an dollar for the Matte Fabric and and extra dollar for the tassels. I submitted my order for 41 Emerald and 34 Black caps and gowns by using the fabric swatches. When I received my order, I got black and "GREEN". I immedicately called the company and was promised, if I provided a tracking number to send the gowns back, they would send out White gowns right away. I finally got my order today, but no tassels. I called the company again, and the representative told me my order was cancelled and my tassels will take 6 business days. I have parents knocking on my door daily.

The company also took out an unauthorize $35.00 out of my account and when I called them, they claimed it was for shipping and handling. I paid the full amount including the shipping and handling back in March.Desired Settlement: I need my tassels today; not 6 business days.

Business

Response:

The business has responded. Please read below:

Dear [redacted],

We are truly sorry for the all the confusion, we promise to make this right.

We have refunded you the $ 110.00 and the tassel in our system looks like it shipped.

If you would give us a chance for next year, I would like to offer you a large discount next year.

If the refund does not show up in 3-4 banking days, please email me direct at [redacted]

Review: We placed our order with the company and the product did not arrive in a timely manner. There were three different customer service representatives handling our account each telling us something different. When we finally got to speak with a [redacted] she told us the person who made the mistake had been terminated and that she was totally embarrassed about how our account was handled. The very next day the employee who had been "terminated" emailed me with the same questions saying they couldn't process our order correctly because the product was not in their warehouse. I again spoke with the [redacted] and the product was finally delivered. We placed an additional order and the [redacted] said they would give us a credit toward this order so there was no payment due. The order should arrive today May [redacted] 2015. Yesterday I get another email from yet another customer service representative saying they were not going to send out our order because it was not paid in full. I emailed her back as well as the customer service representative hoping it would be straightened out. I just got off the phone with them after being on hold for 15 minutes and spoke to yet another customer service rep. who could not help me. I have been in business for 26 years and I have never dealt with a company this bad. THEY HAVE RUINED OUR PRESCHOOL GRADUATION! If you are reading this, please do not order anything from this company! Look elsewhere!Desired Settlement: I have requested an detailed invoice from the company several times. Our graduation is the [redacted] we need the product by the [redacted] at the latest. Whoever owns this company needs to look in to how the customer service representatives communicate.

Business

Response:

The business has responded. Please read below.

Please forward to [redacted]

Very sorry for all the miscommunication.

Training are agents and our [redacted]s is a top priority.

On May [redacted], I refunded your account in the amount of $94.60.

As you can see below, I felt you were satisfied with the outcome.

(communication below from me to you to try and solve this as quickly as possible)

Again, so sorry, we will be working hard to make sure we are prepared with our training and communicating clearly.

I hope next year, you will give us a chance to show that we are dedicated in taking care of you.

Review: I placed an order on June *, 2014 and paid for the option to have it processed that day as well [redacted] two day shipping. When I went to check on the tracking information they barely sent it yesterday and my order ain't going to be here for my graduation. I would like a full reimbursement . Thank you.

Business

Response:

Please email [redacted]

Dear [redacted],

Order number # [redacted]

Thank you for your recent inquiry with the Revdex.com. If you just called into our office, we could easily explain what happen on the website..

On June * as you claimed, you went online to place an order on Friday, we have right on our website two big notices:

1. That you must order before 3:00PM EST to get same day process

2. Delivery or Processing time does not include weekend .

Sorry to say, it was after 3:00PM, so the order was process the next business day which was Monday, June **, 2014 and shipped 2 days.

The package was delivered as promised on Wednesday 6/**/2014 at 1:56PM. We clearly want to ensure we communicate to our customers, which is why

We display the notices on our website and especially at check.

Warmly,

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:

My purchase was said to be here before my graduation I was not aware that weekends did not count. I would still like a full refund for my purchase. I will be more than happy to send back the order.

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

Sincerely,

Business

Response:

Dear [redacted],

Order number # [redacted]

We are truly sorry, you don’t agree with our with my response below, however our shipping method does not “count weekends”.

One day, we wish to be 24/7 , 7 days a week.

I wished we could deliver on weekends and count them as business days.

Warmly,

Review: I placed an order with Graduation source on March [redacted] 2016 for a cap and gown, that said it was in stock and ready to ship. I paid for next day processing which was an additional $4 and [redacted] 2nd Day Air Shipping which was an additional $19.95. I was given a conformation email stating that the estimated delivery date would be March [redacted] 2016. After March [redacted] passed, I waited 2 days just incase there were shipping delays. However, after my order did not arrive 3 days after the estimated shipping date I emailed the company and go no reply. I then waited until the next day and used the websites live chat feature and explained my situation. I was told that my order had been shipped and would arrive the next day. This did not happen. I once more live chatted the customer service team and I was told that my order had possibly been back ordered and they weren't sure what had happened to my order. They then said that my order had been delayed due to weather and the best they could do was refund me the $4 processing fee or I could send the order back if I did not need it. After asking several times to speak with a supervisor I was spoken to rudely and told that none of the supervisors were available and that their extensions could not be given out. I requested that a supervisor call me immediately and still have not received a phone call. It is now 9 days after my order was supposed to be delivered and I still have not received my order.Desired Settlement: I would like a full refund for the total order price of $48.85 without having to return the product.

Business

Response:

Dear Revdex.com – The order was is confirmed as delivered – The tracking number is [redacted] – to verify go to [redacted] for proof of delivery. The - A request to [redacted] was made – [redacted] stated the customer called with the following insructions

We are more than happy to refund the $4.00 processing charge along with 10.00 customer appreciate credit – to claim, please call customer service at – ###-###-####

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 expect a refund for the full processing and shipping amount seeing as it was not sent or processed on time

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

Sincerely,

Business

Response:

Dear Revdex.com, We completely refunded the processing fee (once we removed this fee, we had 10 days to process the order) The customer paid for 2nd day air shipment ( we remove the [redacted] 2day shipping charge and replaced it with ground charges) the difference was 10.00 which was refunded to the customer . Let me know if we can help in any way. 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.

Sincerely,

Review: I had ordered a Cap and Gown for my High School graduation, and then I had been informed by the school board that I must use the cap and gown issued by the school in order to walk during the ceremony. After learning this, I contacted Graduation source to get an RMA number and they said that it could not be returned because it been opened and worn (I only tried it on, this should not constitute a rejected refund.) and that they had a 14 day return policy (Not listed on the packing slip OR invoice received with the package and was only listed on a separate page on the website).

Not only am I very dissatisfied with the customer service given (I was on hold for 15 minutes and not permitted to speak to a [redacted], only a [redacted] who did not hold the ability to rectify the situation.) but I was denied any kind of refund because of said conditions. I am very dissatisfied with the overall dealings of this company and will not be using them in the future or recommending them to anyone else, in fact I will advise they stay away.Desired Settlement: Refund of $39.31 credited to the credit card that was used. This covers the entire expense of the purchase, I have a credit card statement and information on the order to reference.

Order#: [redacted]

Customer order#: [redacted]

Customer order date: 05/**/2014

Customer #: [redacted] Bill to/Ship to Address: [redacted]

Business

Response:

The business responded. PLease see below.

Subject – [redacted]

We are very sorry that your school board told you that you were only allowed to order through the school system.

If you didn’t open the package and tried it on, we would have been happy to accept the return.

However,

Due to our policy which is posted online where you placed the order, we clearly communicate, once you open the package, we are unable to accept the return.

POLICY ONLINE:

For all returns, we must be notified within 14 days to receive a refund for the purchase price in the original form of payment. These items are made for a special event and must be returned exactly as our policy explains. Do not delay.

• All returned merchandise must be in the new original condition with unopened packages and original packing materials. No exceptions for return if the packages are opened and worn.

• Item(s) will not be accepted for return without prior authorization.

• Shipping and Handling charges are not refundable on your original order.

• A 15% restocking fee applies to all returned merchandise, with the exception of custom products which are subject to a 50% restocking fee (see Custom Items section above for details).

• Item(s) must be received within 7 business days of the date issued of your RMA number. A delay will result in complete forfeiture of your return.

• All problems with orders must be addressed within 14 days of receipt of your order or we will not be able to accept an item for exchange or return.

• GraduationSource cannot be responsible for size errors on the part of the person placing the order; normal return fees and conditions will apply.

• The RMA number must be clearly visible on the OUTER SHIPPING BOX, or the shipment will be refused.

• Shipping must be paid by the customer for all items returned.

• Please allow 6-8 weeks for your return to be processed

• Personalized items cannot be returned * see above for further detail.

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 do not understand how you expect me to try on an item of clothing that is inside of a package without opening said package. I had chosen this company to complete my order because everyone was happy with the customer service given during their transactions, but now I have learned the hard way that this company does not do what it can to please its customers. You can expect to find negative reviews on several major review sites if this is not resolved. I am not asking for any further compensation than what I had spent on the product, and it am willing to ship your product back to you. I am extremely dissatisfied with this business's dealings and will be sure to warn others of such dealings in the future.

-[redacted]

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

Sincerely,

Business

Response:

However, it really is all resolved, we followed our policy.

We are sorry, however, I would have the school purchase the gown, since they stopped her and never told her not to order online.

I am also willing to do a onetime accommodation, however, she would need to pay for shipping to send it back a traceable method, we would charge a restocking fee of 15% and would give her a credit memo to use for a future purchase.

Review: An order of 48 custom graduation stoles were placed on 10/**/2015 with customer representative Pedro (Order # [redacted]). This was after several weeks of un answered calls and emails about the artwork to be placed on the stoles. It was agreed upon that we would have white stoles with BURGUNDY lettering which would match our graduation gowns also purchased thru Graduation Source.

I received the stoles on 11/**/2015 the lettering was RED. Also attached to the invoice was artwork that did not belong to my order. I immediately called Pedro but he was out of the office, a message was left for him to call me back. I did not receive a return call. On 11/**/2015 I was able to speak to Pedro. Pedro did state that he remembered this particular order and confirmed that the lettering should have been Burgundy. We even went as far as looking at the proof that was sent with the invoice and the color there was Burgundy. Pedro stated that it was his mistake that he entered RED under the color selection when he sent the order to China to be made. He stated that he would talk to his manager and would call me right back. I did not receive a call back that day. Call placed to request to speak to Pedro on 11/**/2015. Pedro was not in the office and a message was left for him to return my call. No call back.

Received call back from Pedro on 11/**/15 stating the only thing he can do is give us 20% off our next order. Considering we are GRADUATING there will not be another order from us.

Due to the lead times required to correct this error. We will not be able to reorder. My graduating class will have the wrong color stoles. This is absolutely unacceptable for a company that on their own website claims "We pride ourselves in our strong values, personal customer service practices, and extraordinary products."Desired Settlement: I am requesting a refund of $150.00. Due to graduation stoles being printed in the wrong color. I feel as a consumer I was taken advantage of and the offer of giving us discount on future orders does not correct the error on this transaction and is unacceptable.

Our total cost for 48 stoles was $450.97.

Included in our box was the purchase receipt from the printing company in China that stated Graduation Source paid $159.84 for our order.

After refunding me $150.00 and subtracting the cost for the stoles. Graduation source will make a profit of $141.13 which represents an 88% profit. I feel this is fair compensation for ruining our graduation.

Business

Response:

To [redacted],We have a credit for the about of 150.00 which was approved by Pedro. Please contact GraduationSource direct to access the credit information. The information you are speaking about on shipping box, had to do with shipping not product or profit. Publishing information that is not correct should be removed from this complaint. Thank you,The Graduation Team

Review: They state that their products take 4-6 weeks to ship. I placed the order on Monday, March [redacted]. At that time the estimated ship date was May *, 2014.

I contacted them 3 weeks later and they told me it was too early to inquire about the status of my order.

Then I contacted them on Wednesday, May [redacted] - 5 and 1/2 weeks after placing the order. At this time, they told me that my gown would not ship until next week - too late for my graduation.

I think they should be able to manage their delivery process so they do not take orders that they cannot fulfill in time. At least they should provide an update at the four week mark with a new estimated delivery date and an option to cancel the order if that date is too late.

Their policy is only a 50% refund on custom products. I don't know if the gown is custom or not, I just indicated a size, not any particular detailing. The hood is clearly custom due to its unique coloring.

Graduating without a gown during the ceremony is truly devastating after 5 years of doctoral work.Desired Settlement: Please cancel my order and reimburse my payment for the gown and hood. Thanks!

Business

Response:

Dear [redacted],

We have canceled the order per customer and will refund the full amount as a Courtesy to our customer.

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.

Sincerely,

Placed an order on 2/**/15. They told us at that time the order would ship this first week of April.

On 3/**/15 we found that the the order would NOT ship then, and were forced to cancel the order.

On 3/**/15 we received confirmation of the cancelled order and were told that we would receive a refund within 3-5 business days.

After 11 days we had not received the refund. We contacted them via email on 4/*/15 and were told there was no information on the order.

We contacted them via phone on 4/*/15 and were told someone didn't do their job and the request didn't get put in. They would put the request in and it would be 3-5 days.

I told them at that time we had already waited more than 11 days and asked to speak with a [redacted]. We were transferred to [redacted] (I guess who is the [redacted]), who told us that the refund would be credited to our account after 3PM that same day (4/*/15)

As of 4/*/15 we still do not have our refund of $525.19, and when we contact them, they tell us it'll be 3-5 business days. 3-5 business days from what?? 3/**/15 when they told us??? I don't think they have any intention of giving us our money back.

Review: Graduation Source has for the second year in a row, charged the school 3 times for one order without any authorization. The charges come after the items have been delivered and only one invoice is ever sent. The company is nearly impossible to get through too by telephone and repeatedly disconnected the calls received in an attempt to fix their problem. Customer service was unfriendly and unwilling to assist in problem solving. Management was unavailable to take phone calls and wait times are over an hour long.Desired Settlement: The company needs to refund these unauthorized charges immediately and credit the account for the over the limit charge. This company need to revisit their customer service department and maintain a management presence at all times.

Business

Response:

Dear Customer, We are sorry for your experience, We truly need more information for our accounting department (like the 4 digits of your credit card) . By glancing at your account , it appears to have been pending charges (which normally get released after 3-4 business days). during the time you called, half of our phone lines were down. As far as managers, we supply and train our agents to handle all escalating issues and the ability to help every customer, rarely is there a need for a manager call. However, this call should have beenescalated to our finance /accounting department. As far as I can tell these were only pending charges which have been released. due to your private information. If there are more pending charges on your account, please email [redacted] or [redacted] for further help if needed . Warmest regards, Customer Care

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]

This is the second year in a row that this has happened due to your accounting departments error. To have all of these pending charges two weeks after the order was received is financial mismanagement. This business caused our credit card to be declined due to said fraudulent charges during an 8th grade trip that was 300 miles away. It also resulted in charges for over the limit fees. As a small school these pending charges are financially devastating. During the many attempts to get to the accounting department I was hung up on three times and was spoken to in a manner that was unprofessional and unwarranted. When asked to speak to a manager I was told that none were in the building then hung up on again. The customer service was deplorable. We will never again use this company and will relay this information to all the schools in our district.

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

Sincerely,

Business

Response:

Dear customer, We are sorry for your experience. We are always here to help and care for our customers. During the month of May, this is the peak of our season. We normally have a longer wait time for our customers, however, we have been still averaging a 47 second wait time. We want to help solve this immediately, Your call should have been escalated to our finance/accounting department. As far as I can, these were only pending charges which have been released. But without the last 4 digits of your credit card, our accounting department will need to look this up, since we do not keep your credit card information at all. You can contact us by email at [redacted] or [redacted]. or call us at [redacted]. Or if you prefer, we will call you , just give us the best day and time to reach you . We do want to get everything resolved quickly. Warmest regards, Customer Care Team

Review: For the third year in a row, we have had a problem with the company in ordering caps and gowns for our school's graduation. They have sent our boxes to the wrong state, have sent out our orders late, have sent incomplete orders, and now this year, have promised delivery by a certain date and time and they have still not been able to meet this correction. They do not want to compensate us for their error after misplacing our original order, and the supervisor is not willing to offer any type of useful assistance.Desired Settlement: We would like a full refund on our school fund's credit card.

Business

Response:

Here is what happened,

Customer stated she faxed the order in 30 days ago, however, when she called us, we have a queue of all our faxes and it was not in our system. Meaning, it never went through. Also, when we do get an order, we always send an order confirmation to the customer, then we get payment and then we ship the order. However, we never received payment, which we do not send orders unless we have payment.

30 day later, she called us and we did everything possible to enter the order, get payment and tried to ship that day, We always want to take care of our customers and tried to get this order out the same day, our regular processing is 2 weeks, but we did processed in only 2 days (we really try our best to take care of our customers.

So we did offer 20% off this order and she was not happy. I am willing to take the shipping off and also give her the 20% off the order. We love our customers and want to help them each year.

Please let me know if this works.

Review: In February I placed an order for 2 hoods for my graduation on May [redacted]. I received the order in April and realized they had sent the wrong hoods. I contacted the company 5 times - 3 phone calls & 2 e-mails before a customer service representative ([redacted]) agreed to help. They sent me a return label for the incorrect hoods (which I promptly returned) and said they would work on the correct order. When I contacted them again via 2 phone calls (no response to my e-mail) they stated that the expected delivery of my new hood was May [redacted], which would likely be too late for my graduation and there was nothing they could do to expedite. After speaking with a [redacted] ([redacted]) she agreed to refund my money, send 2 "stock" hoods in the incorrect color so I would at least have something, and still try to send the correct hoods and hope they would be here in time for graduation. The correct hoods arrived May ** - NOT in time for graduation. I contacted the company again on May [redacted] because I had not received a refund . At that time the representative changed her response and said the refund was only 50%. I offered to send back the stock hoods (they are unopened and unused as I was able to borrow a hood in the correct color) but they said they could not accept them.Desired Settlement: I would like a 100% refund of the purchase as promised. I am willing to send back the stock hoods if the company would like them back and if they will send me a prepaid return label.

Business

Response:

The business has respond. Please read attached:

Dear [redacted],

So sorry for the delay in your hood order. After reviewing your order, we found out your custom order was delayed.

we sent out stock hoods for free to wear for your ceremony .

Your request to keep the custom hoods, and due to the lateness and sending out stock hoods, we gave you a 50% off your product order.

Which was refunded to you In May.

If I have missed what we sent you and the product you kept, please let me know.

Please email me direct at [redacted] referencing your order number.

We truly want to be fair to you and again, sorry for the delay on the order.

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.

Sincerely,

Review: I made an order on April *, 2014 and so far today may * I have not RECEIVED anything.also not have returned my money a bad experience with this companyDesired Settlement: this company need tor return my money

Business

Response:

Dear [redacted],

We are very sorry for your experience, your order was cancelled.

Your refund was processed.

Please let me know if you need anything else.

Review: I went online to place an order for a cap and gown and have it expedited. I paid for next day air on top of the 4-day rush that they offer. My order came to $69.41. When I selected the 4-day rush order option it gave me an estimated arrival date of 5/**/15, which would have put it there the very next day. I was needing it for the [redacted] and wanted to have a little reassurance so I looked up shipping info on [redacted]'s website. They would not be able to deliver it to me on the date that they specified so I went got back on their website to cancel. Of course I could not call anyone so I wrote them an email letting them know that I wished to have it canceled and not shipped out because the order would not reach me in time. On Monday the [redacted] of May I received a phone call from someone stating that they were wanting to know if they should ship it out or not and I told them no that it would be too late. I didn't get the ladies name because I was driving at the time but she stated I would receive a full refund and that it would not ship out. On the [redacted] of May the package showed up at my house and I sent it away. I called that day and spoke to a [redacted] who didn't know exactly what to do so she directed me to call back and speak to [redacted] or [redacted]. I called back on the [redacted] of May and spoke to a [redacted] who told me he already received the package but it didnt have a RA number, so I needed to go online and fill out the refund form in order for them to get a RA # attached to the order. I did that and he told me it would take a little while to process but once it did I would get a call back. I never heard back. I called today 6/*/15 and finally got to speak with [redacted]. I began my explanation of everything and all she could do was cut me off every other word. On top of that she was telling me that she could not give me a full refund because the order was processed. I tried explaining to her that I spoke to someone on top of the fact that I sent an email to cancel an hour after purchasing the order and she told me the most she could do was $42.90. I told her that it was unacceptable. I should not have to pay for something that was never supposed to have left their warehouse. I asked her to speak with her [redacted] or [redacted] and she refused at first and then transferred me to [redacted]. [redacted] basically was the same. She was short and had no intention of assisting me further. She too would not let me speak to someone higher up or get their information and she very rudely hung up on me. I suggest that someone might want to take a listen to the conversation that took place today between her and I and [redacted] and I. The conversations took place between 11:26am and 12:04pm.Desired Settlement: I would love for a full refund of $69.41. Also, the ladies I spoke with should be reprimanded for their attitude and lack of professionalism. I felt I was speaking to a bunch of immature little girls, with no manners. Finally I would like to have their supervisors information so I can speak to him/her about what happened today.

Business

Response:

Revdex.com Please let our Dear customer know this is what happened: One of the supervisors she spoke to , escalated our dear customer to the escalation department and we called [redacted] immediately back on 6/*/2015. I am assuming she wrote to the Revdex.com before we called her back. Due to a few disconnects, we escalated her concerns and as a one-time courtesy, we refunded her back the full amount of $69.41 the reference number is [redacted]. When we finished the phone call to her, she was fully satisfied. Warmest regards, Customer Care Team

Review: My brother's graduation was in the beginning of June, he needed a cap and gown for graduation and told me about this website called, "graduationsource.com". I placed a order for the cap, gown and tassel 2 days before memorial weekend, I payed online and read that we should receive the product in 3 -5 business days. On day 4 I called to check on my product and the customer service rep said that my order had already been shipped, so I continued to wait. It was already the weekend of my brother's graduation and we still had not received the product, I ended up placing a order with the school and they gave him the gown the day of graduation. I called after the graduation in regards to the product being undelivered. I was beyond frustrated because the company kept giving me the run around saying that the product would come in...my husband, [redacted], ended up calling them a couple of times as well. We ended up canceling the order and the company said they would refund us our 30plus dollars .they told us that it would take 4 days to show up, we waited a week and nothing, so we called again and said it would be a additional 3 days, we waited and nothing. It's now July 11, more than a month later from the time we made the purchase has passed and we have yet to receive our refund. We recently contacted them again and said we should receive a e-mail notifying us that the refund has been made, we have yet to receive the e-mail. My husband and I have been VERY patient with the matter and feel that it's been over a month since the situation has occurred and nothing has been resolved.Desired Settlement: My desired out come would be for my husband and I to receive our money back on the item that we purchased that was never received. We're not asking for extra money for the hassle we were put through, or from the time we waited and wasted. We just want our refund asap. It's ridiculous that it's been over a month and nothing has been resolved.

Business

Response:

[redacted]

The person who place the order was [redacted]

He went online and 5/** – we processing time + shipping time = delivery time

He picked regular processing ( which is 10 days to process)

And picked ground shipping ( from[redacted]

Which it clearly stated on our site

Processing + Shipping = Delivery Time

What is Processing?

Processing refers to the amount of time it takes for us to process your order before it ships. Typically all orders will ship within 3 business days from the day the order is placed. You can add expedited processing to your order if you need it to ship sooner.

How is Shipping Different From Processing?

Shipping is the method in which FedEx will deliver your package(s). During the Checkout / Order Process you will be able to select one of the following Shipping Methods: FedEx Ground, FedEx 2nd Day Air, FedEx Overnight. International orders will ship via FedEx Int'l Economy.

However, In good customer service, the second the product was returned, on 7.**.2013, we refunded her the full amount “[redacted]

I am truly sorry and love our customer. It saddens me to have them write a harsh letter, when we took care and even refunded her without charging any restocking fees.

Review: Order was incorrect in March **,2016 I ordered 31 gowns

, after contacting graduation source they said to send items back with tracking I format they would issue refund 3-5 days. I didn't not hear from them until I called them a month later. Sales man says sorry it was on the way. It is now 3 months later I am being penalized for not issuing refund back to Student's and still have not received refund students were not able to have gowns and I was sent home from work to "fix" the situation. . No one has contacted me to explain why. After holding on for 1 hour and 15 minutes, sales person said manAger was busy. I still await my refund. Graduation source is unprofessional and I am filing a complaint for their extremely poor service.I sent emails and has tried to contact 8 members of this company. But to no avail. This is absolutely horrible business .I am now left out of money, jeopardized position and students have a sad experience for their event.Desired Settlement: Give me a total Full refund!

Business

Response:

Dear Revdex.com, We are truly not sure why this complaint was opened up? The customer was refunded -The credit department created two [redacted] and [redacted] - Once we received the necessary paperwork, the refund was completed .To get more information, we have opened a ticked in her behave, the ticket number is [redacted] - If I can further help with getting information to the customer, please let me know. Warmly, The Customer Care Team.

Review: I purchased a graduation cap gown and tassel for my daughter ([redacted]) from Graduation Source back in May of this year. It was not what I expected it to be therefore I returned the item (unused and in original packaging) and requested a refund. I received a email stating that I would need to give them my (entire) credit card number again to have the refund issued to my card. I asked that a check be sent for the refund because I did not feel comfortable giving that information again.

I have contacted them several times since April only to get the runaround. Several of their operators have told me that a check will be mailed. I had even given one of them my credit card number because I was told that the refund would be applied within five business days.. that has been a month ago now.

I call and ask to speak with a supervisor only to be told that there isn't one there. I feel that I have been very patient to wait five months and still not have my refund. I paid a total of $30.90 for the items $9.95 was a shipping fee.

The order confirmation # was [redacted] it was purchased on April **

it was shipped on April [redacted] order #[redacted]. I returned the item within less than a week from receiving it.Desired Settlement: After all this time and hassle I would appreciate a full refund.

Business

Response:

After reviewing the complaint, customer service was followingthe policy on the return – once the item was returned we quickly did a creditfor 20.95 (as a one-time service favor, they did not take off 15% for restocking fee) Our policy is posted on the web for returns which is now listed below:When you receive confirmation that your RA request is approved, there are a few important things to consider:Allreturned items require inspection before a credit is approved. Unless there was a documented service failure by GraduationSource. We do not refund shipping and handling charges from the original order that is being returned. We do not pay the shipping and handling on the return itself .All return shipments must be sent using a traceable shipping method such as [redacted], [redacted], or [redacted]. Please keep a copy of all receipts containing your tracking number to ensure your package arrives to us.All return shipments must be prepaid. Shipments received Cash on Delivery (COD) will be refused and returned to the shipper.All returns must be shipped within 7 days of your Return Authorization approval.Returns that pass inspection will be cleared for a credit memo. The credit will appear on your account within 30 days of passing inspection and carry a 15% re-stocking fee. Items being exchanged are subject to the same standards indicated above for returns. Once you submit the web form a member of our teamwill review your request and process the exchange. Please note that unless there is a documented service failure by GraduationSource we will not pay forshipping charges on items being returned or for shipping charges on the itemsbeing sent in exchange.We welcome the customer to contact us at ###-###-#### to help in any way we can.

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 NOT RECEIVED A REFUND CREDIT TO MY CARD (IT HAS BEEN PAST THIRTY DAYS SINCE I SPOKE WITH THE CSR THAT HANDLED MY COMPLAINT. PLEASE CHECK YOUR RECORDS AGAIN.

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

Sincerely,

Business

Response:

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

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:

this is not true, as I stated previously. I have been receiving the "run-around" with this company and have never been allowed the opportunity to speak with a supervisor. Hence my reason for contact the Revdex.com.

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

Sincerely,

Review: My son ordered his cap and Gown on the companies website, the website kept saying that there was an error he tried 3 times. The next day my bank called me to let me know that my account was over drawn, because this company had submitted the charge 3 times. I called the company starting at 10:00 am I held the phone for a whole hour. I called back when I got off work this time someone answered I explained what happened she said she needed to place me on hold to contact the finance department, I wait for 30 minutes when she just hung the phone up. I called back 5 more times, I was told that the order did not go through. They could not tell me why the charges was showing up on my bank account, I asked to speak with a supervisor the line was disconnected twice. I was told all supervisors was gone for the day then disconnected the call. Then I was told that it would take 3 to 4 business days for everything to come off the account, I asked how can the charges be taken off in 3 to days if the order did not go through. This company is so unprofessional how can you have customer service reps that hangs up on customers, and access your account and say that the order did not go through!Desired Settlement: I would like for the company to do better business, and better training for employees!

Business

Response:

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

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.

Sincerely,

Review: I placed an order online for cap/gown/tassel on 4/**/14 payment by credit card. I got an email confirming my order. Then a second email stating delay & expected ship date 4/**/14. I called them on 4/** and talked to [redacted]. She said it would ship on friday 4/** or monday. I called on 4/** to inquire on status. I spoke to [redacted] who said it would ship 4/** for sure. I called on 4/** in the afternoon to inquire on order. I spoke to [redacted]. She told me she wasn't sure if it would ship that day or not. I stated if it did not ship that day I wanted order canceled. She said she would look into it & email me. I never received an email. That same day in the evening I emailed graduationsource and asked for status. As of today, 4/**/14 8pm, I have received no email, no phone call, nothing. I just sent another email asking for status & to cancel my order if it was not shipped.

I need these items for my son's graduation and this is a time sensitive issue. I will be placing an ordering today with a different company.

My order # is [redacted] $38.31Desired Settlement: I want my money refunded immediately. I do not wish to receive the product as I will be ordering immediately from another company.

Business

Response:

Dear [redacted],

We are very sorry for the delay on shipping your order.

Your order did ship and the tracking number is [redacted] .

To track your package go to www.fedex.com

Please let use know if you need any further help.

Warmly,

The 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

They shipped the package to me when I had cancelled the order. Today I received the package that I didn't want and still do not want. I placed an order with another company the same date that I filed this complaint. I expressly verbally told graduationsource to cancel my order and they didn't do that either. Are they going to pay for return shipping?

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

Sincerely,

Business

Response:

The business has responded to your rejection. Please read below:

Dear [redacted],

The order was shipped, since we were doing everything in our power to get it on time.

We will credit her order in the amount of $38.31,this will be done in 3-4 business days.

You will not have to return the product, we are truly sorry for the delay.

The order number was [redacted]

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.

Sincerely,

Review: I faxed our order to Graduation on April *, 2014. I called about a week later and was told our order was ready to be shipped, however they were waiting for our check. Our check for $1,035.19. After, our check was sent and cashed on April **, 2014, I contacted the company again and [redacted] told me that our order was on back order. Needless to say, I tried calling the company for a number of weeks. My last attempt to call the company was on May **, 2014 and I was left on hold for a total of one and a half hours total. I tried to fax the company, but the fax machine wouldn't pick up. I finally faxed Graduation Source on May **, 2014 and at the bottom of my fax I wrote "I need a reply today! I'm calling Revdex.com of NY". A representative by the name of [redacted] called me on May ** and after a long conversation, she told me that the company would ship our order over night at their cost. Our graduation ceremony was May **, 2014. The order arrived on May ** between 11:00 am-12:00 noon Central time. Now the company is billing us for an extra $254.15. On top of everything else the order was wrong. I've been trying to contact the company since May **, 2014 without any success. I have emailed the company this afternoon.Desired Settlement: The company needs to accept our payment in full at the cost of $1,035.19. They also need to send me a mailing label to return the 17 size 66 for heights of 6'6" to 6'11". The graduation was for sixth graders.

Business

Response:

The business has responded. See below.

[redacted],

We are truly sorry for all the confusion on your order. We had a Major delay in receiving our incoming product .

We truly are sorry and will remove $254.15 due incorrect pricing.

Please accept our apologies,

if you need anything further, please email me at [redacted]

Warmly,

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.

Sincerely,