Hammond-Wetmore Drilling LLC

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 December 2, 2016 for a Youth sized [redacted] soccer jersey. The item ordered is a Drop Ship (Manufacturer Direct) item. Unfortunately these items...

not only drop into our system, but at the time of purchase they also fall into the manufacturers order management system for processing. Since the systems are different tech altogether, any cancels, upgrades or changes that may be put in on our end would not reflect on their end. Therefore, we do not allow cancellations or changes to be made to Manufacturer Direct items. We are truly sorry for any confusion or inconvenience this may have caused at the time of purchase. This order shipped same-day (12/2) and tracking is available via the link below: [redacted].  We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. Since the order has already shipped we are unable to stop this process. As a one-time courtesy we have issued a full refund for this order. This 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 [redacted]. Sincerely, [redacted]

Hello [redacted] and Revdex.com of North Florida,   Upon receiving this complaint, we reviewed the account and found that consumer placed on order December 3, 2017. Once the package was received the consumer reported 1 out of the 3 items sent was incorrect. The consumer reached out to [redacted]...

and a replacement was sent, however once shipped the package wasn’t scheduled for delivery until after Christmas.   We are sincerely sorry for the inconvenience this has caused and for the delay. We have contacted the consumer by email and apologized the replacement was delivered on December 28, 2017. We notified the consumer we refunded the remaining total of the order. The refund was issued in the amount of $42.05 and we ask that the consumer allows 2-7 business days for the refund to post. We have also provided the consumer with a 10% discount code for any inconvenience 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 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 order was placed on Thursday, December 01, 2016 and within 45 minutes a second identical ordered was placed in error. The consumer was unaware of this issue until he...

contacted us on 12/9 and was advised by the agent he spoke with. At that time he was advised to return the duplicate packages once they arrived, and the return label fee was waived. Then, after contacting us to receive a new label and he was told that the item was Manufacturer Direct and could not be returned – contrary to what he was told previously. That was not accurate in this situation and we are so sorry that the consumer had this experience.  We apologize sincerely for the frustration and confusion this has caused and for the delay in resolution. We have issued a refund for the duplicate package and will not be requiring a return due to the unreasonable experience the consumer had. We are so sorry for the frustration and welcome the consumer to reach out if there is anything else we can assist with regarding this situation.  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 found that the items returned were not shipped within the timeframe provided. The 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 resolution. We have escalated the package for shipment tomorrow. A full refund of the item has been processed per the consumer’s request and the item does not need to be returned. The consumer has been contacted by 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 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]

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.  If the refund has not been received within 14 business days I will contact [redacted] directly to discuss further options. 
Regards,
[redacted]

Hello [redacted] and Revdex.com of North Florida,   Upon receiving this complaint, we reviewed the account and found that the consumer tried to make a purchase on November 27, 2017, however the item needed was out of stock. The consumer reached out to [redacted] requesting the 30% promotion...

to still be honored and was unable to receive a timely resolution.   We are sincerely sorry for the inconvenience this has caused and for the delay. We have reached to the consumer by email and provided a 30% discount code with free shipping. The consumer was advised the code can be used for a future purchase, since the item needed was no longer available.   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]

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 understand the consumer's complaint in not being unsubscribed from receiving promotional emails. The 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 resolution. We escalated this issue to our tech department who has now confirmed the email has been completely removed from receiving promotional emails from marketing. The consumer was advised of this and we allowed 24 hours to confirm no emails were sent to their email address. The consumer has confirmed this and is happy with the resolution.   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 order was placed on Tuesday, February 28, 2017 for a single item: [redacted] Backpack. The consumer contacted us on the evening of 4/26 to report...

that the item was now damaged. Unfortunately, due to our 30-Day policy to report damaged/defective merchandise, the request for help with this issue was denied. We have reviewed the complaint made to the Revdex.com and the order details and we do see that the consumer stated she kept the item put away for a gift for several weeks, and that even after that the item did not last a reasonable length of time before becoming damaged from use. We feel that this is a special circumstance and we are happy to work with the consumer to resolve the issue! We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We found two alternative items that we thought may be acceptable (PRODUCT ID: [redacted] PRODUCT ID: [redacted]) but we were unable to reach the consumer directly to discuss these options. As a courtesy we have issued a full refund of the original order value ($37.87) as well as added a $15 credit to the account to use towards a future purchase. 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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I am no longer receiving unwanted emails from this company.  
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I DO NOT CARE ABOUT THE MONEY. My issues: 1- your employees have no idea about the policy because it is unclear. 2- There was no asterisk or note to reference  to any other policy next to your guarantee. So how is the customer to know that there are exceptions? It is not fair and unethical. I want the policy to be clear. The BB should step in because you are INTENTIONALLY misleading  customers to think you are guaranteeing a service that you have no intention of fulfilling. Again it is bad practice and unfair and you should be required to be more upfront, honest, and transparent. IT IS NOT ABOUT THE MONEY. It is your intentional deceit and misleading promises.
Regards,
[redacted]

Hello [redacted] and Revdex.com of North Florida,   Upon receiving this complaint, we reviewed the account and see that the consumer placed the order on Friday, December 16, 2016 for a single jersey. The item was shipped on 12/19/2016 and was scanned as delivered by [redacted] on 12/22 at 7:30 PM....

The consumer contacted us and advised it had not been received, despite the delivery scan. Although the original item was out of stock when the customer contacted us, a [redacted] worked with him to replace the item with an alternative item at no cost to the consumer. That order was entered and shipped on 12/23/16 and FedEx marked it delivered on Sat 12/24/2016 11:05 am per the consumer’s request.   We are truly sorry for the anxiety and inconvenience this caused the consumer so close to the holidays. We are pleased that we were able to get the replacement there in time. We have had no additional communication with the consumer. We welcome him to reach out if there is anything else that we can assist with.   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 order details and see that the order was placed on Monday, November 28, 2016 for a single item with a total order value of $135.14. We see that she contacted us for the first time on 12/5, several...

days after purchase, to request to cancel this item. At that time it had already shipped, as she stated. We do apologize for this inconvenience. Our records show that a return label was e-mailed on two occasions, on 12/12 and 12/13. We apologize sincerely if these were not received. We urge the consumer to check her spam e-mail folder.  We are sincerely sorry for the inconvenience this has caused and for the delay in resolution.  As a courtesy we have issued a full refund proactively in an attempt to resolve this issue to the consumer’s satisfaction. We ask that she please return the item at her earliest convenience using the return label that we have sent to her. We apologize again for the frustration and inconvenience she has experienced in regards to this purchase.  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]

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, 2016 for a customized hoodie and a hat. The orders shipped on 10/22 and 10/24 – 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 received. Unfortunately we are unable to ship the packages again to the address in the order and have issued full refunds for both purchases. We 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 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 show
that the consumer has been in contact with our customer service department many
times over the past two months in regards to the quality of the items received
as well as the status of her return. Upon review of the order notes, it appears
when the consumer first received her order, one item was damaged and a
replacement was shipped from our facility on December 30, 2015. The consumer
then sent back the item along with another item that was originally ordered due
to the sizing being an incorrect fit. The consumer has then reached out to us
multiple times in regards to the status of the refund for her return. Due to a
complaint case that had been opened with [redacted], the refund was not able to go
through and has been sitting on an account balance for the consumer ever since.
 
We are sincerely sorry for the inconvenience this has caused
and for the delay in resolution. As the complaint case has been closed, we have
processed a refund of $102.09 for the returned items back to the consumers
[redacted] account. In addition, we have also added $15.00 in [redacted] to the
consumer’s account giving a total of $25.00 that can be used at any time
towards a future purchase with us. We provided this resolution to the consumer
via 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 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]
[redacted]

Hello [redacted] and Revdex.com of North Florida,Upon receiving this complaint, we reviewed the account and found that the order had not been shipped as of yet due to a delay. The 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 resolution. We can confirm the order has been shipped and is scheudled for delivery on October 26, 2016. A refund has also been processed per the consumer's request and a credit has been provided towards the next purchase. A voicemail has been left and the consumer has been emailed. 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 have not received an updated gift certificate!
Regards,
[redacted]

Hello [redacted] and Revdex.com of North Florida,
Upon receiving this complaint, we reviewed the account and show
that the consumer placed her order on December 16, 2015. The package did leave
our facility on December 17, 2015 and should have been delivered by December
24, 2015 in time for...

Christmas. Unfortunately the delivery was not made and the
package did not arrive until December 28, 2015.
We are sincerely sorry for the inconvenience this has caused
and for the delay in resolution. At this time we can confirm that a refund of
$29.98 has been issued for the delayed items back to the original form of
payment which will post within 2-10 business days. As an additional effort to
win back the consumer’s trust we have also issued an overall store credit of
$15.00 that can be used at any time towards a future purchase with us. We 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 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]
[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]