Hammond-Wetmore Drilling LLC

Hello [redacted] and Revdex.com of North Florida,   Upon receiving this complaint, we reviewed the account and found that the order was not shipped within the timeframe provided. The consumer reached out to [redacted] and were unable to receive a timely resolution and unfortunately, we are unable to cancel...

or modify an order after a specific timeframe.   We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We can confirm one item was shipped, however, was received incorrect and the other item was cancelled due to being out of stock. We have processed a full refund of the purchase as well as reshipped the incorrect item to the consumer. The consumer has been contacted by phone.   We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customers. We feel that the issue has been fully resolved at this time.   If we can be of any further assistance, please don’t hesitate to contact me directly at [redacted].   Sincerely,   [redacted]

Hello [redacted] and Revdex.com of North Florida,Upon receiving this complaint, we reviewed the account and see that the order was placed on Friday, December 16, 2016 for a Men's Gray [redacted] Arch & Logo Pullover Hoodie and we see that it was processed through our shipping department...

on 12/19/2016 and sent via [redacted] (http://[redacted] ) and their online tracking portal indicates they never received the package. A replacement was processed on December 29, 2016 and shipped the following day. According to [redacted] the replacement was marked delivered on Thu 1/05/2017 at 11:20 am. We apologize sincerely for the frustration and confusion this has caused and for the delay in resolution. In addition to the replacement being issued, we do see that a full refund in the amount of $40.58n was issued. We hope this resolution is satisfactory and welcome the consumer to reach out if there is anything else we can do! 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 of the package's delivery timeframe. 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. Due to the order being placed September 27, 2017, the ship date in our system showed as September 28, 2017, therefore, the delivery with two business day shipping was set for October 2, 2017. Unfortunately, weekends are not counted as business days. The package was processed from our warehouse in the evening of September 27, 2017, however, the ship date was September 28, 2017 when it began transit.   For this inconvenience, the consumer has been provided a refund of shipping costs. We have contacted the consumer by phone to advise of this information and left a voicemail. We have also sent an email with this information and a 15% coupon code to be used on 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 information and found that our consumer was unsatisfied with the shopping experience overall. The consumer made a purchase with our company that we canceled. The order was canceled due to the item...

was no longer in stock. The consumer did reach out to [redacted] to receive a timely resolution. We sincerely apologize for the inconvenience this has caused and for the delay in the resolution. We would like to advise that the amount of the canceled item has been added to the consumer's store account. 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 we do see that the consumer placed his order on October 17th, 2016 for 3 items, an order value of $311.96. At the time the order was placed, there was a shipping expectation of...

“within 2 business days” for the items to ship. We did miss this expectation by several days, and the order did not ship until 11/10 instead. We show the package was delivered on Monday, 11/15. One item was cut from the order (a set of gloves) and the remaining two items were included in the package (a jersey and a hoodie).   We are sincerely sorry for the inconvenience and confusion this has caused and for the delay in resolution. We do see that a refund was issued for the cut item, as well as appeasement credits in the amount of $5.99, $31.20, and $62.39. We will be happy to refund the remainder of the order once the items that were delivered are returned. Unfortunately, we are not able to accommodate an additional refund of $20, as we can only refund money that was paid to us. Any other credits would have to be in the form of store credit to be used on a future purchase. We apologize sincerely for any frustration this may cause.   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 wrong item was received.   We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. I have called and spoke with the customer regarding...

this issue. I have advised to contact us once item has been returned and a proactive refund will be issued for the customer since the correct item is no longer available.   We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customers. We feel that the issue has been fully resolved at this time.   If we can be of any further assistance, please don’t hesitate to contact me directly at [redacted].   Sincerely,   [redacted]

Hello [redacted] and Revdex.com of North Florida,   Upon receiving this complaint, we reviewed the account and found that the item received was not shipped within the timeframe provided. The consumer reached out to [redacted] and were unable to receive a timely resolution.   We are sincerely sorry...

for the inconvenience this has caused and for the delay in resolution. We can confirm the purchase has been fully refunded as of November 17, 2016 per the consumer's request. Since the consumer has already received a refund, we wanted to reach out and apologize immensely for the troubles they have encountered. A credit has been provided for use towards a future purchase. The consumer contacted us by phone.   We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customers. We feel that the issue has been fully resolved at this time.   If we can be of any further assistance, please don’t hesitate to contact me directly at [redacted].   Sincerely,   [redacted]

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 28, 2017. The consumer purchased a customized hoodie that was set to be shipped by December 4, 2017. However, the order became delayed...

due to production issues in the fulfillment center. The consumer reached out to [redacted] and was unable to receive a timely resolution.   We are sincerely sorry for the inconvenience this has caused and for the delay. We have contacted the consumer by email, advising the package shipped on December 11, 2017 and was delivered on December 19, 2017. We also provided the consumer with a 15% refund in the amount of $11.54. The refund was sent back to the original form of payment used at checkout and we ask the consumer allows 2-7 business days for the refund to post.   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 contacted us regarding a wrong item he received. At the
time of his contact, the item he originally purchased was out of stock and the
customer was advised...

to return the one he received for a full refund. He then
contacted us on 11/21 and let us know he had put the item in the mail that day,
and requested we refund him. Unfortunately, our return policy does require the
item to be received and processed before a refund is issued. According to the
return tracking information, the item was delivered to our warehouse on 12/3
and the refund was issued at the customer’s request on 12/5.
 
We are sincerely sorry for the inconvenience this has caused
and for the delay in resolution. We attempted to advise the customer of his
refund being issued via phone; however he was not interested in speaking with
us and repeatedly disconnected our calls. We do feel we resolved this matter to
the best of our ability, and would like to remind the consumer that our returns
processing time can sometimes take up to 20 business days, especially during
the winter months. We do apologize for any frustration this has caused.
 
We greatly appreciate the feedback and will escalate the
information to the appropriate department for further review, as we are always
looking for ways to improve the online shopping experience for our customers.
We feel that the issue has been fully resolved at this time.
 
If we can be of any further assistance, please don’t
hesitate to contact me directly at [redacted].
 
Sincerely,
 
[redacted]

Hello [redacted] [redacted] and Revdex.com of North Florida,   Upon receiving this complaint, we reviewed the account and found that the consumer placed an order December 17, 2017. The order was placed using our Guaranteed To Get There Promotion, however when the package was shipped it was sent with...

the incorrect shipping method. The consumer reached out to [redacted] and was misinformed on when the package will be delivered.                                         ...⇄ We are sincerely sorry for the inconvenience this has caused and for the delay. We have reached out to the fan by email and apologized for any inconvenience caused. We confirmed the consumer was fully refunded for the order in the amount of $57.58. We ask that the consumer allows 2-7 business days for the refund to post back to the original form of payment used at checkout. We also offered to send the consumer a free item for the frustration caused and the misinformation 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 order details and see that the order was placed on Friday, November 11, 2016 for two items. The total value of the merchandise was $95.98 (not including shipping) and the consumer applied a 25% off...

coupon (AGENT) to the order that reduced the cost by $24 even. With the shipping included, the total price of this order was $71.98. Unfortunately, at the time of shipment, it was found that the [redacted] Performance Polo XL was out of stock and could not be fulfilled. Due to the coupon being added to the whole order at check out, the value of the item was reduced by $15, and the value of the item refunded was $44.99. This refund was issued on 11/16/2016, as we advised when she contacted us about her order.  We are sincerely sorry for the inconvenience this has caused and for the delay in resolution.  We understand that it is possible the refund was overlooked on her statement as she was expecting it to be a different value. However, we have included the confirmation of the credit below. If the credit cannot be located in the consumer’s bank statement, we urge her to contact her bank immediately as they now have control of the funds and the ability to deposit them into her account.  CREDIT ISSUED NOVEMBER 16, 2016 XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX Request ID [redacted] Merchant Reference Number [redacted] Date Nov 16 2016 05:29:38 PM Applications Credit Card Credit [redacted] $$44.99 [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 see that the consumer placed their order on Monday, March 06, 2017 for two items. One of the items qualified for our Guaranteed To Get There (GTGT) promotion, but the other did not. The...

item was guaranteed to get there by 3/11 or it is Free*. Both items were delivered late (one on 3/12, and the other on 3/13). When the consumer contacted us regarding this issue, he was told that the items did not qualify and he was given a [redacted] credit as a courtesy appeasement. The consumer then escalated to a [redacted], and it was determined that one of the items did qualify ([redacted]      Men's Colosseum White/[redacted] 3/4-Sleeve Raglan T-Shirt) and a refund was issued for that item.  We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. The total refunds issued on this order were equal to $32.95, which is the cost of the qualifying item + $2.96 for shipping costs paid. Additionally a [redacted] credit of $15 was applied to the account. As an additional courtesy due to the continued frustration and subsequent Revdex.com complaint, we have now added another $20 credit to the account to be used towards a future purchase. This leaves a total credit of $37.60 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]

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 can confirm the consumer placed an order on June 13, 2017 with 3 business day shipping for a Guarantee to Get There Promotion for [redacted]’s Day.  The consumer requested to have the...

shirt refunded since it was not delivered by June 16, 2017. Since this item had a processing timeframe of 3 business days, it was excluded from the promotion, causing the item to not be refunded at the time of her request. However, we do understand that the consumer may not have understood the promotion clearly.   We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have spoken with the consumer on the phone and advised her fully of the promotion and why the item was excluded from the promotion. As a one-time courtesy, we have issued the consumer a refund for the shirt in the amount of $34.99. We ask that you allow 2-7 business days for the credit to reflect   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]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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]e

Hello [redacted] and the Revdex.com of North Florida,  We apologize that the consumer did not accept our resolution to this matter. The full refund was issued on 12/5. We understand the consumer stated she would accept the resolution once the funds are back in her account. This credit should have reflected by this time and we request this matter to be closed, if possible. We welcome Mrs. [redacted] to reach out to us if there is anything else we can assist with.  Thank You,  [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 for 2 items on December 9, 2017. However, once the order was submitted the consumer realized the incorrect size was selected at checkout. The...

consumer reached out to [redacted] and was advised once the order is submitted we’re unable to make changes to the sizes of the item.   We are sincerely sorry for the inconvenience this has caused and for the delay. We have contacted the consumer by email and advised the item can be returned back to our fulfillment center for a refund. We also sent the consumer a pre-paid merchandise return label so the item can be returned. Once the return is sent, we will process a full refund for the item back to the consumer’s original form of payment used at checkout.   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 placed an order on Wednesday, December 7, 2016 for two items, order valued at $56.11, including the 2-day shipping. We apologize for any confusion regarding our...

shipping and also our refund expectations. We want to advise that the upgraded shipping method will only apply to the order at the time it leaves our warehouse. If 2- day shipping is selected then once it is processed and leaves the warehouse it should arrive within 2 business days. Unfortunately, the processing time until the item leaves the facility can vary depending on the item. We see that both of the items purchased were expected to ship within 3 business days.   We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We understand why this can be frustrating when you need an item quickly. During the holidays we do have to extend processing times for orders to ship out, and try to clearly indicate these changes on each item description page, and apologize again if this was overlooked. We do see that the refund was issued and the money released from our system on 12/8/2016 per the Mrs. [redacted]’s request. The 2-10 business day processing time frame is a general range we provide since refund processing can vary based on the individual’s financial institution. Each bank has their own policy that typically falls within that range. However, as soon as we advised the consumer that her refund was issued, we had already released the funds back to the bank. We urge the consumer to reach out to her card issuer for any additional information about their refund processing expectations.   As a courtesy we added an additional $20 credit to the account in addition to the $10 credit that was already issued. This leaves the consumer with a total of $30 to use towards her next purchase. This credit will be automatically deducted from the next order as long as she logs in to check out.   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 we had to cancel the customer’s order as we do not have the item
ordered in stock at this time.
We are sincerely sorry for the inconvenience this has caused
and for the delay in...

resolution. Unfortunately, since the item ordered was a
special event item, and now out of stock, we cannot honor the customer’s
request of a replacement. The item comes from the manufacturer and they only
make a certain amount. Once they are gone, we do not re-stock them. We have
called this customer to let him know we cannot replace the item and informed
him of the extra [redacted].
We have issued the customer a refund on December 1, 2015, in
the amount of $225.31, that will post back to his credit card within 10
business days. We have also given the customer an additional $20.00 in Fan
Cash, for a total of $30.00 in [redacted], 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]
[redacted]

Hello [redacted] and Revdex.com of
North Florida,
Upon receiving...

this
complaint, we reviewed the account and show that the consumer first contacted
us in regards to receiving an incorrect item. Unfortunately the item the
consumer originally ordered is no longer in stock, so we were not able to
process a replacement.
We are sincerely sorry for
the inconvenience this has caused and for the delay in resolution. At this time
a full refund has been processed back to the original form of payment. This
refund was processed on November 29, 2015 and a total [redacted] credit of $20.00
has been issued to the consumer’s account for the inconvenience that can be
used at any time towards a future purchase with us. We provided this resolution
to the consumer via email.
We greatly appreciate the
feedback and will escalate the information to the appropriate department for
further review, as we are always looking for ways to improve the online
shopping experience for our customers. We feel that the issue has been fully
resolved at this time.
If we can be of any further
assistance, please don’t hesitate to contact me directly at [redacted].
Sincerely,
[redacted]
[redacted]