Hammond-Wetmore Drilling LLC

Hello [redacted] and Revdex.com of North Florida, Upon receiving this complaint, we reviewed the account and order history and we do see that not once but twice, the consumer received the incorrect item meant to be a gift for his ***The item was the wrong player, the wrong team, and the wrong styleWe requested an inventory check be completed after the first wrong item was received, and when it was done we were advised that the item was available and correct in the bins, so a replacement was processed againIt was received incorrectly for the second timeThe consumer was incredibly upset about this, as was his ***Once this complaint was received, we escalated the level of involvement in the inventory checkAt that time it was found that the item in question was held in more than one bin, and that one of those bins also held the incorrect item that the consumer received twiceAt this time we have processed a third and final replacement and have requested managerial involvement in the picking, packing, and shipping of the new order to alleviate any potential for errorWe will continue to closely monitor this package until final delivery occurs and we can confirm the correct item was finally received We are sincerely sorry for the inconvenience this has caused and for the delay in resolutionWe understand how frustrating this issue has been, and we truly apologize that we consistently failed to meet expectations in regards to resolving this matterWe have confirmed that the correct item is available, and we anticipate the replacement will ship today with an overnight serviceWe have had difficulty connecting by phone, and have provided the resolution via e-mail We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customers We feel that the issue has been fully resolved at this time If we can be of any further assistance, please don’t hesitate to contact me directly at [redacted] Sincerely, [redacted]

Hello [redacted] and Revdex.com of North Florida, Upon receiving this complaint, we reviewed the account and see the order was not delivered on timeThe consumer reached out to [redacted] and were unable to receive a timely resolution We are sincerely sorry for the inconvenience this has caused and for the delay in resolutionWe understand completely how upsetting this was for our consumerWe have issued a full refund for your purchase per the guidelines of our holiday "GTGT" program without the requirement of returning what was receivedWe ask that the consumer allow 2-business days for the credit to reflectWe would like to advise that a credit in the amount of $was added to the consumer's account as a courtesy for the inconvenienceWe will handle any opportunities for coaching internally, and we thank the consumer greatly for the feedback on our service experienceWe greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customersWe feel that the issue has been fully resolved at this time If we can be of any further assistance, please don’t hesitate to contact me directly at [redacted] Sincerely, [redacted]

Hello [redacted] and Revdex.com of North Florida, Upon receiving this complaint, we reviewed the account and show that the consumer first contacted us on December 19, in regards to receiving an incorrect itemDespite being guaranteed that a replacement would be processed, the item was found to be out of stock thus leaving the consumer without a gift to give on Christmas We are sincerely sorry for the inconvenience this has caused and for the delay in resolutionAt this time a full refund for the order has been processed back to the original form of payment on December 28, Depending on the financial institution, this refund will post back to the consumer’s account within 2-business daysAs an additional effort to win back their trust we have also issued a $ [redacted] credit that can be used at any time towards a future purchase with usWe provided this resolution to the consumer via phone We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customersWe feel that the issue has been fully resolved at this time If we can be of any further assistance, please don’t hesitate to contact me directly at [redacted] Sincerely, [redacted]

Hello [redacted] and Revdex.com of North Florida, Upon receiving this complaint, we reviewed the purchase and understand the consumer's frustration regarding the unshipped item We are sincerely sorry for the inconvenience this has caused and for the delay in resolutionWe have attempted to contact the consumer by phone and was unsuccessful, however, we did leave a voice message and sent an email with the following informationThe item purchased is a manufacturer direct item and shows the ship date of May 8, below the item when added to the cartWe apologize, however, we are unable to expedite this as it needs to be autographed by the player before being shippedWe have offered in email that if the item is no longer wanted, we can request it to be cancelled and refunded We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customersWe feel that the issue has been fully resolved at this time If we can be of any further assistance, please don’t hesitate to contact me directly at [redacted] Sincerely, [redacted]

Hello [redacted] and Revdex.com of North Florida, Upon receiving this complaint, we reviewed the account and see that the customer placed an order on Friday, October 28, for items with a total order value of $52.95, including shippingThe order was being shipped to a [redacted] ***, which can only be delivered by the [redacted] since ***/ [redacted] / [redacted] will not provide final delivery to a [redacted] ***Unfortunately, there was an error in our shipping department that caused this package to be shipped out via [redacted] instead of ***We are truly sorry if this information was overlooked prior to checkout The [redacted] Hoodie was shipped on 10/31, and the remaining items were shipped on 11/02, per our shipping expectationThe consumer does indicate that the [redacted] Hoodie was delivered, and we are so pleased that the item arrivedThe remainder of the order was marked as delivered on 12/9, several hours after this complaint was posted to the Revdex.comThe consumer contacted again indicating that he had still not received the remaining items We are sincerely sorry for the inconvenience this has caused and for the delay in resolutionWe see that a replacement order was processed and shipped on 11/and was scanned again as delivered on 11/We are truly sorry that we failed multiple times regarding the resolution of this orderWe would like to issue a full refund for this purchaseHowever, the consumer has filed a dispute with [redacted] , locking the funds until the dispute is resolvedThe consumer may either life the dispute from [redacted] and we can refund the funds back to [redacted] or he can wait up to business days from the date the dispute was filed for the [redacted] team to resolve the issueWe truly apologize for the additional frustration this may cause We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customersWe feel that the issue has been fully resolved at this time If we can be of any further assistance, please don’t hesitate to contact me directly at [redacted] Sincerely, [redacted]

Hello [redacted] and Revdex.com of North Florida, Upon receiving this complaint, we reviewed the account and that the customer’s packages were delayed in being shipped out We are sincerely sorry for the inconvenience this has caused and for the delay in resolutionWe have called the customer and explained that we cannot cancel anything once the items have shippedExplained that we have issued a refund for 10% back to his [redacted] account, in the amount of $10.00, we have given him $in [redacted] ***, and we waived all return feesWe also told the customer to contact us back when he sends back the items, and we will issue his refund immediately We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customers We feel that the issue has been fully resolved at this time If we can be of any further assistance, please don’t hesitate to contact me directly at [redacted] Sincerely, [redacted]

Hello [redacted] and Revdex.com of North Florida, Upon receiving this complaint, we reviewed the account and see that the consumer did contact us regarding a return that was sent back to us and not yet refunded A standard return can take up to business days to receive and process and then another 2-business days for the refund to reflect back to the accountThe returns tracking information we were provided with shows that the package was sent to [redacted] **Unfortunately, we do not have a facility in that area, and we are unsure what may have happened to these items As a courtesy, we have issued a full refund for the original purchase valueThe refund was issued in separate credits in the amount of $16.49, $13.45, and $We attempted to provide this resolution by phone, but were not successful in making contactWe welcome and urge the customer to reach out to the executive [redacted] department directly using the number below and we would be happy to discuss this matter further if needed We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customersWe feel that the issue has been fully resolved at this time If we can be of any further assistance, please don’t hesitate to contact me directly at [redacted] Sincerely, [redacted]

Hello [redacted] and Revdex.com of North Florida, Upon receiving this complaint, we reviewed the account and found that the consumer placed an order on December 9, The package was set to be shipped by December 11, 2017, however there was a delay in the fulfillment centerThe consumer reached out to [redacted] and was advised the package was lost [redacted] , also stated one of the items purchased were no longer in stock and a refund was issued for the out of stock itemA replacement was shipped for the item in stock on December 15, We are sincerely sorry for the inconvenience this has caused and for the delayWe have contacted the consumer by phone and left a voicemail attempting to confirm the replacement was received on December 18, We also advised the consumer the original package was shipped on December 17, and is set to be delivered on December 26, The consumer is not required to return any of the items received for the inconvenience we may have causedThe above information was also sent to the consumer by email We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customersWe feel that the issue has been fully resolved at this time If we can be of any further assistance, please don’t hesitate to contact me directly at [redacted] Sincerely, [redacted]

Hello Dave [redacted] and Revdex.com of North Florida, Upon receiving this complaint, we reviewed the account and have confirmed that the consumer contacted us on 2/10/regarding a package he had not yet receivedHe received an automated response letting him know that the communication had been sent to an unmonitored mailbox, and we did not receive further communication about the issue until June 29, 2015, well outside of our acceptable time frame We are sincerely sorry for the inconvenience this has caused and for the delay in resolutionWe do see that your request was not properly researched before you were provided with a response, and the focal item in the order is no longer in stockWe have issued a full refund of the original purchase, a reshipment of the two items that were still available in inventory, and a $credit towards an alternative item to replace the one that is no longer availableWe were unable to reach Mr [redacted] by phone, and the resolution was provided via e-mail We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customers We feel that the issue has been fully resolved at this time If we can be of any further assistance, please don’t hesitate to contact me directly at ###-###-#### Sincerely, [redacted] Senior Fan Advocate

Hello [redacted] and Revdex.com of North Florida, Upon receiving this complaint, we reviewed the account and see that the customer has been having issues with a certain item not being in stock when she wants it We are sincerely sorry for the inconvenience this has caused and for the delay in resolutionSince the customer has no phone, we emailed her with detailed information on her orderWe refunded the credit we gave, in the amount of $30.00, back to her credit card, and removed the credit from the customers’ account on our websiteThe customer placed a new order today, January 22, 2016, and we upgraded the shipping for free and we refunded another $from the new order We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customers We feel that the issue has been fully resolved at this time If we can be of any further assistance, please don’t hesitate to contact me directly at [redacted] Sincerely, [redacted]

Hello [redacted] and Revdex.com of North Florida, Upon receiving this complaint, we reviewed the account and see that the consumer placed her order on Monday, January 30, for a single [redacted] Bound [redacted] jerseyThe item was expected to ship out no later than 2/1/17, to arrive in time for the game the following SundayUnfortunately, due to an unexpected delay, the item did not ship out until 2/9, several days after the event it was intended forThe consumer contacted us and attempted to cancel the order, since it was no longer neededHowever, this request was denied due to system limitations at the time of the phone callThe consumer spoke to one of our [redacted] at the time of her call on 2/3, and although we could not cancel the order per her request – a full refund was issued at that time (02/03/6:PM) and the consumer was advised that she may have the item at no cost, as our gift for the frustration and inconvenience we caused herThe item ended up shipping out on 2/via a priority overnight shipping service, and was marked as delivered the following day: 2/ [redacted] We are sincerely sorry for the inconvenience this has caused and for the delay in resolutionIn addition to the full refund and the item shipped as a gift to the consumer, we have added a $credit to the accountWe understand she is hesitant to shop with us again, but we do hope she will allow us an opportunity to serve her againWe hope she understands that Hot Market or Special Event items can sometimes be very tricky when so many of them have to be manufactured in such a short period of time, and that unfortunately there are occasions where expected deadlines are missedWe do understand how upsetting this can be for a consumer and we apologize again for the anxiety and frustration we causedWe sincerely congratulate the consumer on her team’s victory! We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customersWe feel that the issue has been fully resolved at this timeIf we can be of any further assistance, please don’t hesitate to contact me directly at [redacted] 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 Regards, [redacted] ***

Hello [redacted] and Revdex.com of North Florida, Upon receiving this complaint, we reviewed the account and found that the consumer received the wrong item on three separate occasionsWhen the consumer reached out to [redacted] , the issue was not resolved correctly and three incorrect packages were shipped We are sincerely sorry for the inconvenience this has caused and for the delay in resolutionWe have processed a replacement of the correct item purchased with next business day shippingThe consumer was advised by phone and email that the replacement will leave the warehouse on October 27, The consumer has been provided with a 15% discount code for the frustration that may have been caused We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customersWe feel that the issue has been fully resolved at this time If we can be of any further assistance, please don’t hesitate to contact me directly at [redacted] Sincerely, [redacted]

Hello [redacted] and Revdex.com of North Florida, Upon receiving this complaint, we reviewed the account and discovered the consumer’s order was cancelled due to a system issueThe consumer applied a $gift card to the order, however, the gift card and credit card were not refunded when the order was cancelled We are sincerely sorry for the inconvenience this has caused and for the delay in resolutionWe have processed a full refund back to the consumer’s credit card in the amount of $We have also provided the consumer with a new $gift card, as well as a 20% discount code for a future purchaseThe consumer has been contacted by phone and sent a follow up email providing the above information We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customersWe feel that the issue has been fully resolved at this time If we can be of any further assistance, please don’t hesitate to contact me directly at [redacted] Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:The Company, said to you that I had no obligation to return this item, However I was never notified of this I received an email from them stating that to get a refund I needed to return the item and they would send me a return shipment slip in 2-days After the 3rd day of not receiving a shipping label I contacted themThey sent me the shipping label, told me I had days to return the item in order to receive my refund, but that shipping can take up to days to get to them, and that it can take up to days after that to process the return I sent the package back and they refunded me $35.00, then $ That amounts to $ This does not amount to the $they initially charged me And I never received any itemized receipt of transaction explaining why I was not given my whole refund as requested ( I assume I am still being charged for shipping, which is unfair since they failed to meet their promise of shipping to me in a timely manner, as well as I requested to cancel this order numerous times before it had even shipped), or informed that I was able to keep the item Only that I had a small window of time to return this item in order I am attaching copies of the emails.Hello [redacted] ,Thank you for choosing us for your favorite sports fan gearYour business is very important to us.We apologize for the inconvenienceWe have received your request for a merchandise return label and have submitted this request to the appropriate departmentPlease allow 2-business days for the request to be processed.Please be aware that this email could potentially be delivered to your Spam or Junk Mail folder.Once you receive the new merchandise return label, simply print it out and tape it to the front of your package and place it in any US Mail drop (including your own mailbox) for return delivery.Please reference ticket number # [redacted] in all further communication regarding your merchandise return label request.Thank you for your businessWe hope to have the opportunity to serve you again soon for all your sports fan gear needs.If you need further assistance, simply respond to this message and we will be glad to help.Sincerely, [redacted] Fanatics - [redacted] Customer By CSS Email ( [redacted] )(01/03/11:AM)I have sent over emails saying I want a refund for this productPlease send me shipping labels today 01/03/so that I can return this product that I attempted to cancel several times.Order # [redacted] Package # [redacted] Internal Reference # [redacted] Information contained in this e-mail message is confidentialThis e-mail message is intended only for the personal use of the recipient(s) named aboveIf you are not an intended recipient, do not read, distribute or reproduce this transmission (including any attachments)If you have received this email in error, please immediately notify the sender by email reply and delete the original message.SubjectI want refund and return labelResponse By Email ( [redacted] *)(01/03/04:PM)Hello [redacted] ,Thank you for choosing us for your favorite sports fan gearYour business is very important to us.We apologize for the inconvenienceWe have received your request for a merchandise return label and have submitted this request to the appropriate departmentPlease allow 2-business days for the request to be processed.Please be aware that this email could potentially be delivered to your Spam or Junk Mail folder.Once you receive the new merchandise return label, simply print it out and tape it to the front of your package and place it in any US Mail drop (including your own mailbox) for return delivery.Please reference ticket number # [redacted] in all further communication regarding your merchandise return label request.Thank you for your businessWe hope to have the opportunity to serve you again soon for all your sports fan gear needs.If you need further assistance, simply respond to this message and we will be glad to help.Sincerely, [redacted] Fanatics - [redacted] Customer By CSS Email ( [redacted] )(01/03/11:AM)I have sent over emails saying I want a refund for this productPlease send me shipping labels today 01/03/so that I can return this product that I attempted to cancel several times.Order # [redacted] Package # [redacted] Internal Reference # [redacted] Information contained in this e-mail message is confidentialThis e-mail message is intended only for the personal use of the recipient(s) named aboveIf you are not an intended recipient, do not read, distribute or reproduce this transmission (including any attachments)If you have received this email in error, please immediately notify the sender by email reply and delete the original message.Question Reference # [redacted] Date Created: 01/03/11:AMDate Last Updated: 01/03/04:PMStatus: SolvedHello [redacted] ,Thank you for choosing us for your favorite sports fan gearYour business is very important to us.We apologize for the inconvenienceWe have received your request for a merchandise return label and have submitted this request to the appropriate departmentPlease allow 2-business days for the request to be processed.Please be aware that this email could potentially be delivered to your Spam or Junk Mail folder.Once you receive the new merchandise return label, simply print it out and tape it to the front of your package and place it in any US Mail drop (including your own mailbox) for return delivery.Please reference ticket number # [redacted] in all further communication regarding your merchandise return label request.Thank you for your businessWe hope to have the opportunity to serve you again soon for all your sports fan gear needs.If you need further assistance, simply respond to this message and we will be glad to help.Sincerely, [redacted] Fanatics - [redacted] Customer By CSS Email ( [redacted] )(01/03/11:AM)I have sent over emails saying I want a refund for this productPlease send me shipping labels today 01/03/so that I can return this product that I attempted to cancel several times.Order # [redacted] Package # [redacted] Internal Reference # [redacted] Information contained in this e-mail message is confidentialThis e-mail message is intended only for the personal use of the recipient(s) named aboveIf you are not an intended recipient, do not read, distribute or reproduce this transmission (including any attachments)If you have received this email in error, please immediately notify the sender by email reply and delete the original message.SubjectI want refund and return labelResponse By Email ( [redacted] *)(01/03/04:PM)Hello [redacted] ,Thank you for choosing us for your favorite sports fan gearYour business is very important to us.We apologize for the inconvenienceWe have received your request for a merchandise return label and have submitted this request to the appropriate departmentPlease allow 2-business days for the request to be processed.Please be aware that this email could potentially be delivered to your Spam or Junk Mail folder.Once you receive the new merchandise return label, simply print it out and tape it to the front of your package and place it in any US Mail drop (including your own mailbox) for return delivery.Please reference ticket number # [redacted] in all further communication regarding your merchandise return label request.Thank you for your businessWe hope to have the opportunity to serve you again soon for all your sports fan gear needs.If you need further assistance, simply respond to this message and we will be glad to help.Sincerely, [redacted] Fanatics - [redacted] Customer By CSS Email ( [redacted] )(01/03/11:AM)I have sent over emails saying I want a refund for this productPlease send me shipping labels today 01/03/so that I can return this product that I attempted to cancel several times.Order # [redacted] Package # [redacted] Internal Reference # [redacted] Information contained in this e-mail message is confidentialThis e-mail message is intended only for the personal use of the recipient(s) named aboveIf you are not an intended recipient, do not read, distribute or reproduce this transmission (including any attachments)If you have received this email in error, please immediately notify the sender by email reply and delete the original message.Question Reference # [redacted] Date Created: 01/03/11:AMDate Last Updated: 01/03/04:PMStatus: Solved Regards, [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 Regards, [redacted]

Hello [redacted] and Revdex.com of North Florida, Upon receiving this complaint, we reviewed the account and see that the consumer placed two orders on Wednesday, October 19, for a customized hoodie and a hatThe orders shipped on 10/and 10/– but no tracking information was provided due to our contract with our internationally carrier shipping to [redacted] We are truly sorry that neither order was receivedUnfortunately we are unable to ship the packages again to the address in the order and have issued full refunds for both purchasesWe welcome the consumer to reach out if there is anything else we can do to resolve this to his satisfaction We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customersWe feel that the issue has been fully resolved at this time If we can be of any further assistance, please don’t hesitate to contact me directly at [redacted] Sincerely, [redacted]

Hello [redacted] and Revdex.com of North Florida, Upon receiving this complaint, we reviewed the account and found that the package was not receivedThe consumer reached out to [redacted] and were unable to receive a timely resolution We are sincerely sorry for the inconvenience this has caused and for the delay in resolutionWe see the package showed as delivered via the shipping carrier's site, however, the consumer did not receivedOne item was reshipped and one item was not due to it not being availableWe have confirmed the item is available and have processed a reshipment that will be sent with an expedited shipping methodThe refund of this item has also been processed for the inconvenienceThe consumer has been contacted by phone with a voicemail left and a confirmation email has been sent We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customersWe feel that the issue has been fully resolved at this time If we can be of any further assistance, please don’t hesitate to contact me directly at [redacted] Sincerely, [redacted]

Hello [redacted] and Revdex.com of North Florida, Upon receiving this complaint, we reviewed the account and see that the customer’s package was not delivered in the time the customer was expecting it We are sincerely sorry for the inconvenience this has caused and for the delay in resolutionFor the inconvenience the customer experienced, we have issued a full and complete refund for the order that will post back to the original form of payment within 2- business days We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customers We feel that the issue has been fully resolved at this time If we can be of any further assistance, please don’t hesitate to contact me directly at [redacted] Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I DO NOT CARE ABOUT THE MONEYMy issues: 1- your employees have no idea about the policy because it is unclear2- There was no asterisk or note to reference to any other policy next to your guaranteeSo how is the customer to know that there are exceptions? It is not fair and unethicalI want the policy to be clearThe BB should step in because you are INTENTIONALLY misleading customers to think you are guaranteeing a service that you have no intention of fulfillingAgain it is bad practice and unfair and you should be required to be more upfront, honest, and transparentIT IS NOT ABOUT THE MONEYIt is your intentional deceit and misleading promises Regards, [redacted]