Hammond-Wetmore Drilling LLC

Hello [redacted] and Revdex.com of North Florida,   Upon receiving this complaint, we reviewed the account thoroughly and do not see where we have improperly kept $50, 000 from this consumer. We do show that during the time period of October 2014 – present, the consumer has placed 223 orders with...

our [redacted] store. At one point this year the consumer filed a charge back with his bank for an order placed on our site. Unfortunately, our policy is to automatically block an account, at least temporarily, when a charge back is filed due to so many of them being filed fraudulently. This is not to say that we felt Mr. [redacted] was committing fraud – this is just the blanket policy that is applied to ALL charge backs until we are able to investigate and resolve them.  This is done automatically. During the time that the account was blocked for this reason, the consumer attempted to place many orders and most of them coming through our system in an unpaid “dead” status. This means that we never collected the payment for those purchases. Mr. [redacted] eventually had the block on his account lifted, and he continued to place orders with us.   In addition we do see that the consumer has experienced several instances of items being “cut” or cancelled from his purchases for various reasons, but mostly due to the items being out of stock. When a coupon is used to place an order, whatever the discount is will be calculated and spread out to all of the items within the purchase. It will not go to one specific item.   For example: if the consumer placed an order for 4 items costing $25 each – and he has a 25% off coupon for a total order value – this will bring each item down to a value of $18.75. If one of those items is returned for a refund – only the amount paid for the item would be refunded – being $18.75 rather than the total merchandise value of $25. This is done automatically by the system, so any amount paid for an item that is cut, including any coupons/[redacted] that may have been applied, will be refunded and it does not always equal the original merchandise value advertised however it always equals the amount paid. We understand this can sometimes be confusing, and we apologize sincerely for any upset this has caused. However, we are unable to refund the consumer more money than was paid for any particular item. Out of the $191,868 this customer has spent with us – a total of $38,210 has been refunded to his payment method. This is not including any [redacted] that would have been returned to his [redacted] account. We also feel it pertinent to advise the consumer that when an order is placed and [redacted] is earned – and then used on the next order: If the item that the [redacted] was earned on is returned for a refund, that amount will also be deducted from the refund issued. Essentially, if we give a credit on a percentage of an order placed and then that credit is used, but the item that earned it is returned and refunded - then we would deduct the value of that credit used from the refund as it would was no longer earned.   We are sincerely sorry for the inconvenience and confusion this has caused and for the delay in resolution. We hope that the consumer finds this clarity helpful in understanding our policies. We understand the frustration, but we do feel that the math evens out. The consumer currently has $40 in credit on his account to be used 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]

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]

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.  Thank you so much for your help.
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 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]

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,   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 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 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]

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, 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,
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 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 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,   Upon receiving this complaint, we reviewed the account and found that the customer has received the wrong sized item in her order.   We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have...

contacted the customer via phone to let her know that we have issued a new order for the correct item at no extra cost to the customer. We have also given the customer a total of $30.00 in store credit for the inconvenience she has experienced.   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 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 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 saw that the customer contacted regarding his delayed order. We have recently upgraded our warehouse management systems, and it did not go exactly as planned. We were then hit almost...

immediately after this with a hurricane that only caused further delays and frustrations. We are truly sorry for the inconvenience and frustration this has caused. Unfortunately, our new system will not allow cancellations after a certain time period has passed, and this is why the cancellation was not possible as requested. We do see that a full refund was issued, and the items may still ship when they become available. If that does happen, we welcome the consumer to keep the items as our gift for the ongoing frustration we have caused.   We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We reached out and provided a resolution by phone, but did not have an opportunity to speak directly. We did provide direct contact information if there are any additional questions or concerns.     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: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]

Copy of the return slip that was sent by the company