Hammond-Wetmore Drilling LLC

Hello [redacted] and Revdex.com of North Florida,Upon receiving this complaint we attempted to reach the customer by phone to acquire an order number so that we could research and resolved the matter. The phone number provided in the complaint was not a normally functioning number, and we never received a...

response to the voicemail left or e-mail contact attempts. We reviewed the account history and were able to locate Order Number [redacted], placed on December 18, 2015. Our records indicate that the customer never contacted us regarding the order. The package shipped on 12/21 and was marked as delivered on 12/23 according to [redacted] Tracking Number: [redacted]. On 2/5 the customer filed a chargeback with his bank indicating the item was “53 -NOT AS DESCRIBED OR DEFECTIVE”. We were not notified by the customer that he had not received his package, or that there was any problem with the purchase at all. We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have confirmed that the charge-back that was filed with the bank was accepted – and the customer has received a full refund for the purchase as of 3/4/2016.  We would like to urge Mr. [redacted] to reach out to us via phone, chat, or e-mail if there are ever any issues with a future purchase. We could have resolved this matter right away before the holidays if we had been made aware of the issue. We value all of our customers and our service center is available any time to assist with any questions or concerns our Fans have. 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.Please let us know if we can be of any further assistance.Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: I do not accept this company's offer of a rebate, and see it as an example of trying to get me to order from their company once again, only to learn of yet a fourth failed attempt to get the items they advertise and I try to order.  Fool me once, shame on you, fool me twice, shame on me, fool me a third time and I become the fool.  I would like for this case against this company to be filed as unresolved, due to improper advertising techniques and poor customer service utilized by this company and its affiliates. Please add my name to the growing lists of customer complaints against this company. Thank-you,
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  I do not feel like the issue has been fully resolved. Since they knew there was a limited number available, they should have only made a limited number available for purchase.  $30 [redacted] was a nice gesture but I won't even be using it because even if there was another item I would like, there is no guaranteed I'll actually get it if it says it's in stock at the time. I don't want to go though this again, so I doubt I'll ever do business with this company again. 
Regards,
[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 return policy. The consumer did contact us several times, and 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 advise that we have refunded the order total in the amount of $65.40. 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 discovered the consumer’s order was cancelled due to a system issue. The consumer applied a $25 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 resolution. We have processed a full refund back to the consumer’s credit card in the amount of $54.99. We have also provided the consumer with a new $25 gift card, as well as a 20% discount code for a future purchase. The 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 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]

as ive explained numerous times to [redacted] and staff, the account is not open and a refund can not be accepted, also when speaking with [redacted] they will send the money back to [redacted] and I will not be getting it. I asked for a simple store credit in which they said they cannot do, I dont understand how they cant simply take a order for me, or send me my sweater I ordered.  
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[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 Saturday, November 5, 2016 and that all items ordered had a 3-day shipping expectation on them, and an overnight shipping service applied. This...

means that the items will leave the warehouse within 3-business days and arrive the following business day from the date shipped. We see that the order shipped out in two parts: one package on 11/10 and one package on 11/12. We understand this is several days past the expected time frame and we are truly sorry for the frustration this situation caused so close to the holidays. We apologize again for the confusion this has caused. We have issued a full refund for this purchase and we truly are sorry for the poor experience. We strive for excellence and do see clearly that we failed to get this one 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 found that the consumer placed on order on October 3, 2017 using a $20.00 off coupon. The order was shipped on October 4, 2017 and was set to be delivered by October 13, 2017....

Unfortunately, the package was marked un-deliverable by the carrier on December 12, 2017. Therefore the package was in the process of being returned back to our fulfillment center for a refund to be processed. The consumer reached out to [redacted] and was unable to receive a timely resolution regarding honoring the promotion used at checkout.   We are sincerely sorry for the inconvenience this has caused and for the delay. We have contacted the consumer by email and advised the return was received on December 6, 2017. The return takes 7-10 business days to be processed back into our fulfillment center before a refund is issued. The consumer was refunded on December 18, 2017 in the amount of $6.96 and our refund process takes 2-7 business days for the refund to post. We have also sent the consumer by email a $30.00 off coupon code for 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]

Hello [redacted] and Revdex.com of North Florida,
Upon receiving this complaint, we reviewed the account and
found that the customer reached out to use regarding the shoes he received
becoming defective after only a couple weeks of use and being unhappy with the
quality of the product received. We...

do see that the customer was advised how to
return the item, and then told he was not able to return them because they had
been worn.
We are sincerely sorry for the inconvenience this has caused
and for the delay in resolution. We have confirmed that the refund was issued
back to the consumer’s method of payment and that store credit was provided as
a courtesy. The customer was contacted by phone and provided with the
resolution in addition to direct contact information for assistance with his
next 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 found the email address was not completely unsubscribed from receiving emails.     We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. The email...

address provided has been removed and a credit has been applied to the account to be used towards a future purchase. A voicemail was left at the number provided and an email has been sent to the consumer.   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:  No I do not believe that a "human error" is an acceptable explanation when you AUTOMATICALLY DEDUCT from MY RETURN! WITHOUT NOTIFICATION TO ME.  I HAVE NO ESP, HOW WOULD I KNOW THAT YOU DEDUCTED THE ENTIRE COST OF THE ITEM BECAUSE OF A TAG, OR EVEN IF THAT WAS YOUR POLICY?Our Return Process is simple and hassle free. You can return your merchandise to our warehouse up to 365 days from your item's ship date.Returns must be in original condition, unworn/unused with original tags and labels.Your return item(s) will be inspected upon arrival before your refund is processed. Once we receive the returned merchandise, we will credit your account within 10 business days. You will receive a confirmation email once this is completed. Original shipping charges are not included in the refunded price. Based on your financial institution, it can take up to 2 to 10 business days to reflect on your account statement once your refund is processed.For more information regarding our return process, please review our Return Instructions.Please Note:If items are returned after our 365 day return policy, we will not be able to accept your return and will donate your merchandise to a charity of our choice. A merchandise credit or refund will not be credited to your account.Customized items are final sale and cannot be returned. If a customized item is returned, we will not be able to accept the return and will donate your merchandise to a charity of our choice.If an item is returned to us in error (order not placed on our site), we will ship your merchandise back to you.Manufacturer Direct Items have a different return policy, for more information please visit Manufacturer Direct Returns.Please review our other return instructions for Damaged or Incorrect items.If you are looking to return a gift you received, please review our Gift Return answer for more information. Please Note:If items are returned after our 365 day return policy, we will not be able to accept your return and will donate your merchandise to a charity of our choice. A merchandise credit or refund will not be credited to your account.Customized items are final sale and cannot be returned. If a customized item is returned, we will not be able to accept the return and will donate your merchandise to a charity of our choice.If an item is returned to us in error (order not placed on our site), we will ship your merchandise back to you.Manufacturer Direct Items have a different return policy, for more information please visit Manufacturer Direct Returns.Please review our other return instructions for Damaged or Incorrect items.If you are looking to return a gift you received, please review our Gift Return answer for more information. MAYBE YOU SHOULD NOTIFY THE CUSTOMER!  That would be PROPER CUSTOMER SERVICE.... I mean you have my email, my address, my phone! You have obviously taken the position that your company takes no responsibility as you keep saying it is my fault!
Regards,
[redacted]

Hello [redacted] and Revdex.com of North Florida,
 
Upon receiving this complaint, we reviewed the account and
see that your package has been lost in transit.
 
We are sincerely sorry for the inconvenience this has caused
and for the delay in resolution. We have issued a replacement...

with next
business day shipping and we have given the customer $10.00 in [redacted] for the
inconvenience. I have called the customer to let them know what has transpired.
 
The replacement order was delivered to the customer December
17, 2015.
 
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]

Upon receiving this complaint, we reviewed the account and
have confirmed that the consumer placed their order on our Outlet site. Due to
the large discounts applied to these items, they are not returnable under our
policy. This information is clear on the site under our returns policy on...

www.fanaticsoutlet.com. We believe the
consumer may have inadvertently visited our parent site Fanatics.com to view
our returns information. The policy differs from store to store.
 
We are sincerely sorry for the confusion experienced
regarding this issue. We have attempted to reach out to the consumer via phone
and e-mail and have not been able to get in touch. We have added a total credit
of $20 to the account to be used towards a future purchase as a courtesy for
the inconvenience experienced. 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]y
Senior Fan Advocate

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 Saturday, December 02, 2017 for a single item: [redacted] Custom Game Jersey – Customized. The items was a Drop...

Ship item, meaning the inventory is controlled and shipped directly from the Manufacturer. Initially the item was expected to ship no later than December 14, 2017 with a promised delivery date of no later than December 26, 2017. Unfortunately, on December 28, 2017 we were notified by the vendor that they did not have the item available and that they had cancelled the item on their end. This resulted in the order being cancelled and refunded on our end as we would not be able to fulfill the order.   We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We understand completely how upsetting and inappropriate this is to the consumer, especially in a situation where the item was intended for a Christmas gift. We are so truly sorry that we let the consumer down this way, and we understand why she feels we are incompetent and dishonest. We would like the consumer to know that we would never have intentionally collected her money and promised her a product if we believe it would be held in limbo and then cancelled. We know how upsetting this is and we are sorry to have let her and her [redacted] down for Christmas. We understand the consumer will be hesitant to purchase from us again in the future, but we would like to offer a coupon for 30% Off + Free Shipping on her next order – should she choose to make one. The discount can be redeemed by app-lying the code [redacted] during the final stage of checkout. If there is anything else at all we can do to make this right, please let us know and it would be our pleasure to assist.   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 alternate item purchased was not received as desired. 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 truly apologize an item was not received in time for the holiday as desired. We have processed a full refund of the order number provided, please allow 2-10 business days for the credit to reflect. The consumer has been contacted via email and a credit has also been provided 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 customer has not been totally removed from our email list.   We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have removed...

the email address from the websites mentioned. It does take 24-48 hours for the emails to stop being delivered to the email address, but they will stop. We have set the customer a detailed email because we were unable to reach 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]

Complaint: [redacted]
I am rejecting this response because: as you can see from the attachment, it says receive by 12/24...no asterisk that says  see small fine print or read another policy. They have direct evidence that I was first told full refund, then $65.  If there was some other policy it should have been referenced. The point is they gauranteed delivery and now are referring to some policy that is not referenced or told to be referenced. It is unfair and unethical, that is the point.
Regards,
[redacted]

Hello [redacted] and Revdex.com of North Florida,   Upon receiving this complaint, we reviewed the account and see that the order was cancelled as it was not 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 in resolution. The consumer reached out via [redacted] and the order was reviewed by the escalations team. We were able to have the item shipped with an expedited method and was delivered as of December 22, 2016. We have reached out to the consumer via phone and the item was confirmed as received. The consumer has been refunded for this order and a credit has been provided for this 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 found the item was received not as needed. 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 see the consumer has been refunded as of December 16, 2016 from the escalations team. The consumer has been contacted via email and a credit has also been provided 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 customer received a defective item.
We are sincerely sorry for the inconvenience this has caused
and for the delay in resolution. We spoke with the customer. We issued...

a 
replacement for the item. The replacement shipped on December 22nd
and was delivered and signed for by the customer on December 24th.
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]