Hammond-Wetmore Drilling LLC

Hello [redacted] and Revdex.com of North Florida,   Upon receiving this complaint, we reviewed the account and see that the returned an item from her order, and one of the items returned fell outside of our return policy in some way. This could have been many reasons – and our returns department did...

not note the specific reason why they denied the return. We apologize for the confusion here, as we were unaware of the consumer’s discontent until this complaint was filed, she did not reach out to us directly to resolve. We always try to resolve all issues with diligence and compassion.     As a courtesy, we have issued a full refund for the original purchase value of the order, including the original shipping costs. The total value of the refund is $63.57 and it was refunded back to the [redacted] account use to purchase the merchandise originally. We have also added a $25 credit to the account to be used towards a future purchase. We sincerely hope the consumer will allow us a chance to make this right on a future 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]

Upon receiving this complaint, we reviewed the account and
have confirmed that the consumer contacted us multiple times to have the issue
resolved regarding the wrong item being received. We can see clearly that we
failed to meet expectations, and we sincerely apologize for the...

inconvenience and
frustration this has caused.
 
We have added a total credit of $30 to the account to be
used towards a future purchase as a courtesy for the inconvenience experienced.
The consumer has also been provided with direct contact information for a
Senior Fan advocate who will be happy to ensure a happy shopping experience on
any future purchase. We 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 ###-###-####.
 
Sincerely,
 
[redacted]
Senior Fan Advocate

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 the girls youth shirt to be delayed in shipping out.   We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. For this inconvenience, we...

have issued a refund for the item and upgraded the shipping method to next business day shipping. The item should ship by July 12, 2016. We have called the customer but received no answer. A detailed message and phone number were left for the customer.   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]

Company's response below:Date: Wed, May 25, 2016 at 9:45 AMSubject: RE: [redacted] #[redacted]Good Morning [redacted],We have reviewed this account, and I do recall when the initial complaint was filed we attempted to reach Mr. [redacted] by phone.Unfortunately, we never did get a response.We do see some...

correspondence with the customer via e-mail, but when asked to provide the order number the customer was unable to do so.The item was sent back as a gift – but I looked into the purchase history of the Product ID [redacted] T-Shirt – Yellow – nobody by the name of [redacted] (the name of the purchased that was provided) had ever purchased the item either.Typically, when we receive an item back in our warehouse that cannot be linked to an order is either returned to the person who sent it to us OR donated to charity. It is very difficult to say which of these occurred in this situation, and we are truly sorry for the inconvenience and frustration it may cause.As a courtesy, I have created an account in Mr. [redacted]’s name, and added a credit of $40.00. This is slightly more than the purchase value of the t-shirt that was returned ($34.95).I have e-mailed him login information for how to access the credit, and also let him know if he responds to my message with a new order number, it would be my pleasure to refund his shipping costs on his next purchase as well.I hope this resolution is satisfactory! Please let me know if there is anything else I can assist with!Thank you,[redacted]Fanatics, Inc.

Hello [redacted] and Revdex.com of North Florida, Mr. [redacted] is a consumer that we unfortunately had to discontinue doing business with due to high levels of theft on his account. As the consumer stated in his complaint, he received multiple credits of $20 (the actual account is under the e-mail...

address: [redacted]). What he fails to mention in his complaint is that these credits were issued in error on his account as he found a way to abuse the system by purchasing multiple items with the same credit over and over again.  This was an obvious glitch in the system that the consumer took advantage of and placed over $600 worth of orders using the credit that should only have ever been in one single addition of $20. We contacted this consumer by phone and discussed the issue with him at length letting him know that although we did determine him to be abusing our system and stealing from us, we would ship any open orders that we had available inventory for and that the account would be shut down and he would not be able to make future purchases to either the physical or e-mail address on file for him. We felt this was more than fair. However, once the available items did ship, the consumer then began calling over and over again demanding that we update the shipping address because he did not “want the items to be shipped to his [redacted]’s address” which was the address that was provided as the shipping address on most of his packages. This was not an address we applied as we would not know his [redacted]’s address. The address was provided by the consumer. We attempted to have as many of the addresses changed as possible with [redacted] in lieu of just having the packages returned to us. The consumer continued to call demanding to know why some of the packages were arriving at his [redacted]’s address.  We will no longer be doing business with the consumer. We understand and apologize for his frustration on this matter but we cannot continue to service a consumer who so aggressively takes advantage of a simple system error and then makes additional demands on top of his obvious theft.  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 their order on Saturday, November 11, 2017 for a single item – the [redacted]...

[redacted] Jersey. This item had an expected ship date of leaving our warehouse no later than November 30, 2017. Unfortunately, the expected shipping date came and went and we still did not receive the items from our vendor. We were given an updated shipping expectation of December 15, 2018. The consumer was advised of this new ship date, and opted to wait to receive the item once it is available from the vendor. We understand this decision, and are happy to hear that he still would like to receive this item! We understand how frustrating this kind of situation can be and we are so sorry that we failed to meet the consumer’s expectations.   We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. As a courtesy for the delay and inconvenience this has caused, we have processed a 30% refund back on the item. The refund amount issued is $34.50 and it was issued back to the original method of payment used at checkout. As soon as the item becomes available, it will ship out and a confirmation e-mail will be sent with a tracking number. We are hopeful this will resolve this matter to the consumer’s satisfaction and we welcome him to reach out if there is anything else 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,
Per our initial response to your complaint, at this time a
full refund has been processed for the order. This refund was issued in two
parts. The first refund was processed for $65.00 on December 30, 2015 and the
second was for the remaining $63.94 on January 5, 2016. Please allow 2-10
business days for this money to reflect back in your bank account.
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 his order on 10/20/16. As he indicated in his complaint – the items were expected to ship by 10/28/16. Unfortunately, we did not receive them into inventory...

from the vendor in time, and the package ended up shipping on 10/30 instead via an overnight service, and was delivered on Monday, October 31 via [redacted]. We are truly sorry for this delay.   We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have issued a refund for 50% of the remaining value of the order – in the amount of $54.32. We have also added a $15 credit to the account to use towards a future purchase. We provided this 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 details regarding the returned item.   We are sincerely sorry for the inconvenience this has caused and for the delay. The item was not outside of the return policy, however,...

because it was an order from November of 2016, it was rejected more than likely due to being worn or used. Unfortunately, the details have not been provided. The consumer has been refunded as of October 12, 2017 and we ask that the consumer allow 2-7 business days for that credit to reflect. We have sent an email with this 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 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 customer received a damaged item and wants to return past our 30
day timeframe for damaged items.
We are sincerely sorry for the inconvenience this has caused
and for the...

delay in resolution. We have issued a full and complete refund for
the item, in the amount of $104.50. We sent the customer a pre-paid return
label as well. We called the customer and left a detailed message as to what
was done.
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 consumers order was not placed on any of our official web stores. We came to the conclusion that the order was placed on a fraudulent web store called fanaticsuniverse.com....

The consumer clicked a link from a Facebook page to place the order.   We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We contacted the consumer via phone and confirmed the merchant name and customer service number was not ours. We advised the consumer to dispute the charge with their bank.   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] Executive Fan Relations

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 10/22/16 for a single t-shirt. As of today, 11/11/16, the item still has not shipped. We have been experiencing lengthy delays in our shipping...

department due to a new system we rolled out in our warehouse. Unfortunately the system upgrade did not go exactly as smoothly as planned, and some orders have been significantly delayed.   We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We received a confirmation from our warehouse staff this morning that the package will ship today with an overnight delivery set for Saturday morning (11/12/16). We have issued a full refund for the purchase, and we would love it if the consumer would keep the item that is received as our gift for the delays and inconvenience that were experienced. We provided this resolution via voicemail, but have not been ab le to make direct contact with her.   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 there were delays with packages being delivered on time.
 
We are sincerely sorry for the inconvenience this has caused
and for the delay in resolution. We called the...

customer and left a message that
one package was being delivered 12/18/15 and one would be delivered 12/23/15.
That would be too late for the customer, so we overnighted a new item to the
customer, which they received on 12/18/15. We also gave the customer a $20.00
refund back to her credit card instead of store credit.
 
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 consumer placed an order on October 19, 2017. The order contained a special event item, which was supposed to ship from our fulfillment center no later than October...

31, 2017.   However the order became delayed and when the consumer reached out [redacted] the issue was not resolved within a timely manner.   We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have canceled the consumer’s order and processed a full refund in the amount of $136.53. We ask that the consumer allows 2-7 business days for the refund to post. We reached out to the consumer by phone and confirmed the refund was received.   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 refund was not correctly processed. 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 understand how frustrating this experience has been and we have made sure to make this issue known to the appropriate departments to avoid this happening in the future. Upon review, we when the order was cancelled, there was a system issue that prevented the refund from being processed to the form of payment on file and it was refunded to the online account instead.    We have refunded the remaining amount of the order as of December 27, 2016, we ask that the consumer allow 2-10 business days for the credit to reflect. The consumer has been contacted by phone with this information and an email confirmation has been provided.   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
order history and we do see that not once but twice, the consumer received the
incorrect item meant to be a gift for his [redacted]. The item was the wrong player,
the wrong team, and...

the wrong style. We 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 again. It was received incorrectly for the second time. The
consumer was incredibly upset about this, as was his [redacted]. Once this complaint
was received, we escalated the level of involvement in the inventory check. At
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
twice. At 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 error. We 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 resolution. We understand how frustrating this issue has
been, and we truly apologize that we consistently failed to meet expectations
in regards to resolving this matter. We have confirmed that the correct item is
available, and we anticipate the replacement will ship today with an overnight
service. We 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]
[redacted]

Complaint: [redacted]
I am rejecting this response because:Again this is a lie!!!! Its funny how all of sudden it is now a "third party". I live in [redacted] and are friends with [redacted] people. they seen the hat  and said it was counterfeit and do not lend there name out!!! There are also other [redacted] products that are fakes on fanatics[redacted] .... They sell [redacted] products with certain [redacted] university's that do not even have contracts with [redacted]. Again the vendor they use for [redacted] is miss leading the public. THIS HAT IS 200% NOT [redacted]. ITS NOT ABOUT THE MONEY!!!! IT'S THE PRINCIPLE OF IT. I tried go the nice way. I called fantatics[redacted] many times and was ignored. Not until I contact Revdex.com do they respond. Then each response is a different story??? I will just turn the item over to [redacted] and there counterfeit department let them handle it. Thanks for making me feel like a liar and a thief! I tried to continue to buy from your company but will no longer be doing this. I will switch to [redacted] for now on!!!
Regards,
[redacted]

Hello [redacted], Thank you for your most recent response to our resolution. We want to take some time to apologize sincerely for the inconvenience you have experienced. We appreciate you providing us with the image of the return form you received. This form was sent to you in error from the vendor, and needs a dramatic update to the verbiage. We will reach out to the manufacturer and ensure they correct this matter on their end so that this does not affect any of our valued Fans moving forward. We have issued a full refund for this order back to the original method of payment. As this situation was truly an error on ours and our vendors end - we believe that your full satisfaction is our biggest priority. With that in mind, we do not feel you should have to return this item to receive the refund. We have already issued the credit back to the purchaser, and you are welcome to keep the item you received as our gift to you as a courtesy for the inconvenience and frustration you experienced. We hope you found this resolution acceptable, and welcome you to reach out again if there is anything else we can do to assist you further. We value your business and hope for an opportunity to serve you and your family again soon. Sincerely,  [redacted]