Hammond-Wetmore Drilling LLC

Hello [redacted] and Revdex.com of North Florida, Upon receiving this complaint, we reviewed the account and see that the customer never received their order. When they reported the lost package, it was after our return policy timeframe of 45 days to report a lost package. We are sincerely sorry for the...

inconvenience this has caused and for the delay in resolution. Since this was shipping internationally, the customer had 45 days to report a lost package, but was told he only had 30 days to report it. We have issued a full and complete refund for the customer on May 10, 2016, in the amount of $115.44, that will post back to the customer’s credit card within 2-10 business days. We have called the customer to let them know we have issued a refund. He was also given store credit for the inconvenience. 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,   We apologize the resolution is not satisfactory. We have contacted the consumer by email and apologized for the entire previous experience. We have also sent to the consumer a free item on us for the inconvenience caused and we can confirm the item was received on January 16, 2018.   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 there were significant delays experienced in the shipping of this order. Upon receiving this complaint we escalated the order to our warehouse, and we were able to get one of...

the items shipped with an overnight service applied to it. Unfortunately, the second item had to be cancelled due to being out of stock.   We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have issued a full refund for the order, and welcome the customer to keep the items as our gift for the inconvenience. We attempted to provide this resolution via phone, but did not receive a response.   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]

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 for the prompt resolution!
Regards,
[redacted]

Hello [redacted] and Revdex.com of North Florida,   Upon receiving this complaint, we reviewed the account and we understand the consumer's frustration with the quality of their item.     We are sincerely sorry for the inconvenience this has caused and for the delay in...

resolution. We have contacted the consumer by phone and we have emailed the following information. At this time, we have issued a gift code to the consumer for a future purchase as requested as the item in question has been returned.    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 Sunday, December 18, 2016 and 3-day shipping was selected at checkout. The item ended up being shipped using a ground service with [redacted]. We do see that it...

was scanned as delivered on 12/24, one day after promise. We do see that the item clearly qualifies for the holiday GTGT promotion we ran leading up to Christmas. We are truly sorry that this was misunderstood by the approval team.   We apologize sincerely for the frustration and confusion this has caused and for the delay in resolution. In addition to the expected and requested refund in the amount of $100.99 we have also credited back the remaining balance of $27.40 as an additional courtesy. We hope the consumer finds this resolution satisfactory and welcome her to reach out directly if there is anything else we can do to make this right.  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,
We apologize again for the incorrect information that was
provided regarding the holiday promotion. At this time the customer has been
refunded a total of $61.84 for the delay in delivery with her package.
Unfortunately the customer did not place her order within
the timeframe that was offered for the “Guarantee or it’s free” promotion
therefore we are not able to issue a full refund for this order.  
Listed below is the link to our promotion which sets clear
expectations on how to qualify. As you can see, the order had to be placed
either on December 18, 2015 or December 21, 2015 and the maximum refund we
would issue for this promotion was $65.00 per order. As the customer placed her
order on December 22, 2015 it does not qualify. Please see the following link
for further information:
[redacted]
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 November 7, 2017. However the consumer was under the impression, the order would be received in 2 business days. Therefore, the consumer requested...

to cancel once made aware one of the items purchased actually ships from our fulfillment center within 2 business days. Unfortunately, the package was too far along in the shipping process to be cancelled.   We are sincerely sorry for the inconvenience this has caused and for the delay. We have contacted the consumer by phone and advised we processed a full back to the original form of payment. A refund was issued on November 27, 2017 in the amount of $81.37 and shipping adjustment was made on November 7, 2017 in the amount of $6.99. The consumer was also advised each refund takes 2-7 business days to post. We emailed the above information to the consumer as well.   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 order was originally placed on August 30, 2015 and according to [redacted],
was delivered on September 9, 2015. Unfortunately the consumer did not realize
this information until...

after the allotted 30 day time frame that we allow for a
customer to claim a lost package.
We are sincerely sorry for the inconvenience this has caused
and for the delay in resolution. As a one- time courtesy we have processed a
replacement for the lost package and issued a $10.00 Fan Cash credit that can
be used towards a future purchase with us. We provided this resolution to the
customer via telephone.
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 customer was not refunded for the item he has returned.   We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. It appears this...

may have been due to a system error. However, we have issued a refund for the item, in the amount of $49.49, that will post back to the original form of payment within 2-10 business days. The cost of the item was $54.99, minus the return fee of $5.50.   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 his order on Tuesday, December 06, 2016 for a single t-shirt. The consumer selected a 2-day shipping method, and expected the package to arrive by the end of the...

week. Unfortunately, the package left the house in two business days instead of the one day that was expected, the delivery did not occur until the following Monday. We are truly sorry for the frustration this caused, and that the consumer had a difficult time getting assistance from [redacted] when he contacted us.   We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. As a courtesy for the upset this has caused, we have refunded 50% of the value of the order back to the original method of payment. The refund amount is $16.64 and it should reflect back into the bank account within 2-10 business days depending on the bank policy.   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 item was received damaged twice. 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 reviewed the order and understand the frustration the consumer has due to the defective product. We were unable to process the refund as a case was open through [redacted]. However, we have reached out to the consumer by phone and advised the case needed to be closed to process the refund. The consumer has agreed to this and will receive notification of the refund via [redacted].   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 incorrect item received. 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. We understand how frustrating this experience was with receiving the wrong item and the hassle of being refunded for it after. We did reach out in email to confirm the refund was processed after the consumer spoke with [redacted] on December 3, 2017 and we ask that the consumer allow 2-7 business days for that credit to reflect.   The return label received with the item has been waived and can be used at no cost to return the incorrect product.   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 information and found that our consumer was unsatisfied with the quality of the merchandise once arrived. We advised the consumer that we would provide a shipping label to return the merchandise and...

we failed to produce the return label in a timely manner. The consumer had to contact us several times, we were unable to provide a resolution on the first attempt. We sincerely apologize for the inconvenience this has caused and for the delay in the resolution. We would like to advice that a refund has been issued back to the method of payment. We would like to advise that a credit in the amount of $15.00 was added to the consumer's account as a courtesy for the inconvenience. 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, Monday, November 28, 2016 we received the item back on 12/28/2016 and our returns department processed it as being damaged by the customer....

We do not have any clear notes as to what exact damages were present. The consumer contacted our [redacted] Department and we do see that the rejection was overridden and a full refund was issued for this purchase as of 1/9/2017.   We apologize sincerely for the frustration this has caused and for the delay in resolution.  In addition to the full refund issued, we have added a $20 credit to the account to be used towards a future purchase. We hope this resolves the issue to her satisfaction, and we welcome her to reach out if there is anything else we can do to make this right!   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, December 05, 2016 for two [redacted] t-shirts. The consumer stated that she contacted us beginning in late December regarding the wrong...

items being received. Unfortunately, we were unable to recover any communications from this consumer under her name or e-mail address, until the date of 4/10/17 when we received her initial chat session. The consumer then provided an e-mail attachment showing that she did attempt to reach out to us to resolve this issue. Unfortunately, as indicated on the bottom of the message the consumer responded to the following message appears: ‘"This email was sent from a notification only address. Please do not reply to this message as the mailbox is unattended".  Our [redacted] department would not have received nor had access to any messages that were sent by the consumer to that address. Without record of those communications, the advocates responding to the consumer’s requests did follow our return policy outlining that damaged/wrong items must be reported within 30 days. Clearly this was an unfortunate breakdown in communication on our end. We are truly sorry for the inconvenience and we are hopeful this does alleviate some of the consumer’s frustrations about this experience. We value all of our Fans and we do rely on their feedback to help us better our shopping experience!   We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. As of this morning, 4/12/17, a full refund has been issued back to the original method of payment. The credits were issued in 3 separate amounts - $59.58 for the merchandise total, $6.99 for shipping, and $3.73 taxes. Please allow 2-10 business days for these credits to reflect back to the statement.  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 customer has returned a customized item and wants to be refunded
for it.
 
We are sincerely sorry for the inconvenience this has caused
and for the delay in...

resolution. We have issued a one-time only refund for the
returned, customized item, in the amount of $48.03, that will post back to the
original form of payment within 10 business days. We have called the customer
to let them know that customized items are not returnable unless damaged or
wrong.
 
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] [redacted] and Revdex.com of North Florida,   Upon receiving this complaint, we reviewed the information and found that our consumer was unsatisfied with a system error that occurred while the consumer placed their order. We show that the system error processed a duplicate order that led to...

our consumer being charged twice.   We sincerely apologize for the inconvenience this has caused and for the delay in the resolution. We would like to advise that we did issue a refund for the duplicate order on January 17, 2017. The refund amount total was $592.21. We also show that we emailed return labels to our consumer on January 17, 2017.   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]