Hammond-Wetmore Drilling LLC

Complaint: [redacted]
I am rejecting this response because: I have provided a response to [redacted].  I am unclear what the sense of urgency is.  Please be mindful, I am at work, and two back to back emails do NOT constitution resolution.
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 Monday, January 30, 2017 for a single [redacted] Bound [redacted] jersey. The item was expected to ship out no later than 2/1/17, to arrive in time...

for the game the following Sunday. Unfortunately, due to an unexpected delay, the item did not ship out until 2/9, several days after the event it was intended for. The consumer contacted us and attempted to cancel the order, since it was no longer needed. However, this request was denied due to system limitations at the time of the phone call. The consumer spoke to one of our [redacted] at the time of her call on 2/3, and although we could not cancel the order per her request – a full refund was issued at that time (02/03/2017 6:15 PM) and the consumer was advised that she may have the item at no cost, as our gift for the frustration and inconvenience we caused her. The item ended up shipping out on 2/9 via a priority overnight shipping service, and was marked as delivered the following day: 2/10.  [redacted] We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. In addition to the full refund and the item shipped as a gift to the consumer, we have added a $20 credit to the account. We understand she is hesitant to shop with us again, but we do hope she will allow us an opportunity to serve her again. We hope she understands that Hot Market or Special Event items can sometimes be very tricky when so many of them have to be manufactured in such a short period of time, and that unfortunately there are occasions where expected deadlines are missed. We do understand how upsetting this can be for a consumer and we apologize again for the anxiety and frustration we caused. We sincerely congratulate the consumer on her team’s victory!  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 there were significant delays experienced in the shipping of this order. We were able to get the remaining item shipped from our warehouse on 10/13/16 and we see it was scanned...

as delivered on Fri 10/14/2016 at 9:21 AM. We are enduring a particularly challenging time right now after rolling out a new warehouse management system, only to have it come with more problems than were expected. This was followed up almost immediately by a hurricane that had us closed for two critical business days.   We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have issued a 50% refund for the price of the order, in the amount of $52.15 as well as a $20 credit to be used towards a future purchase. We understand the consumer is very hesitant to do business with us again, but we are hopeful she will give us an opportunity to make this right in the future! We are confident all shipments will be running smoothly in the very near future and we will be back on track with an even better service level than before! We attempted to provide this update via phone, but were not able to reach 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 found that the consumer returned an item from an order placed on December 11, 2017. The return was received and processed on January 27, 2018 and unfortunately the refund was improperly...

processed. 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 and provided a gift code for the returned item. The code was issued in the amount of $80.00 and will expire if not used by July 31, 2018.   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 received the wrong item on three separate occasions. When the consumer reached out to [redacted], the issue was not resolved correctly and three incorrect...

packages were shipped.   We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have processed a replacement of the correct item purchased with next business day shipping. The consumer was advised by phone and email that the replacement will leave the warehouse on October 27, 2017. The consumer has been provided with a 15% discount code for the frustration that may have been 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] and Revdex.com of North Florida,   Upon receiving this complaint, we reviewed the information and found that our consumer needed to exchange sizes on a customized item and we were unable to accommodate. We do our best to advise our customers that once an order is placed for a...

customized item, it cannot be changed, returned or refunded. We sincerely apologize for the inconvenience this has caused and for the delay in the resolution. We would like to advise that a refund has been issued back to our consumer’s method of payment. We would like to advise that a credit in the amount of $20.00 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]

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 details regarding the purchase. The consumer reached out to [redacted] and were unable to receive a timely resolution.   We are sincerely sorry for the coupon not properly applying...

to the purchase. A refund of 30% has been processed from the merchandise total and we ask that the consumer allow 2-7 business days for the credit to reflect. We have contacted the consumer via email to advise of this resolution.   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 order had not been shipped as of yet due to a delay. 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 order has been delivered as of November 8, 2016. We have waived the return label fee for the consumer to use in returning the items for a refund free of charge or the offer of a discounted refunded. A message has been left for the consumer via phone and an email has been sent.    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 was still subscribed to e-mails from one of our sites.
We apologize sincerely for the inconvenience. We have now completed the e-mail
removal process and...

do see that the action has been confirmed – you should no
longer receive any marketing e-mails from us. We are unable to stop any
transactional e-mails, should you make a future purchase with us. You will
still receive an e-mail confirmation and a shipping confirmation in that case.
 
We are sincerely sorry for the inconvenience this has caused
and for the delay in resolution. We have confirmed that you are no
unsubscribed. We are alarmed at your suggestion that there is no opportunity to
unsubscribe from marketing emails. We will be reviewing this on our back end to
make sure this is corrected immediately. The resolution has been provided via
response to this complaint. We did not wish to reach out via e-mail to resolve
this and further upset 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 ###-###-####.
 
Sincerely,
 
[redacted]
Senior Fan Advocate

Hello [redacted] and Revdex.com of North Florida,
Upon receiving this complaint, we reviewed the account and see
that the customer purchased an Authentic Elite [redacted] customized jersey.
He indicated that the item he received was not good quality and is different
than what...

was pictured.
We are sincerely sorry for the inconvenience this has caused
and for the delay in resolution. We have attempted to reach this consumer
regarding the complaint multiple times to determine what was incorrect about
the jersey received. We have been unable to reach the customer for more
information and unfortunately, we are unable to accept the item back as a
return without more information. The custom
item is valued at $359.95 and we would need to know exactly where the discrepancy
is so that we could alert our vendor to the issue. We apologize again.
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 did not receive his order.   We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. As a one-time only courtesy,...

we have issued a complete refund for the order, in the amount of $54.59, which is the total the customer paid. We have sent the customer a detailed email to let him know the details of the refund and when to expect it, as well as information on our Return 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]

Complaint: [redacted]
I am rejecting this response because:I placed 2 more orders trying to use up this credit and BOTH were cancelled after her supposed inventory correction:Order [redacted] on Dec. 6 andOrder [redacted] on Nov. 9Both stated shipment would be within 2 days and 5 days! ORDER #: 21-12730-2161523075
Regards,
[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 Thursday, November 24, 2016 for the Men's G-III Sports by [redacted] Fleece Polyfill...

Jacket. Although these items go on sale as soon as the game is won – however, the item has a special shipping notice noted on the description page as well as in the cart and checkout pages prior to submitting the payment. “This is a special event item. Orders containing this product will be shipped separately. This item will be shipped no later than Friday, February 3rd”.  The item is expected to ship no later than the advertised date of 2/3/2016.   We are truly and sorry for the anxiety and frustration this has caused. We understand that the wait for these special commemorative jackets can be upsetting. We are certain the vendor is completing production and if there are any delays or issues with the item we will notify fans right away. However, this package is expected to ship on time. We have upgraded the shipping method on the order so that once it arrives it will ship out as quickly as possible. In addition, we have refunded the shipping ($4.99) and 20% of the remaining value of the order ($33.99). We hope the consumer finds this an acceptable resolution for this issue and we urge him to pay special attention to any special shipping dates that may apply to any future purchases.   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 advise that a refund has been issued back to the method of payment as well as the consumer has no obligation to return merchandise. 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 order has not been shipped as of yet. They reached out to Fan Services 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 has been contacted via phone with the resolution of escalating the shipment of the item and expedited the shipping method.   We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customers. We feel that the issue has been fully resolved at this time.   If we can be of any further assistance, please don’t hesitate to contact me directly at [redacted].   Sincerely,   [redacted]

Upon receiving this complaint, we reviewed the account and
have confirmed that the consumer contacted us multiple times to have the issue
resolved regarding the wrong item being received. We can see clearly that we
failed to meet expectations, and we sincerely apologize for the inconvenience and
frustration this has caused.
 
We have added a total credit of $30 to the account to be
used towards a future purchase as a courtesy for the inconvenience experienced.
The consumer has also been provided with direct contact information for a
Senior Fan advocate who will be happy to ensure a happy shopping experience on
any future purchase. We provided the resolution via e-mail.
 
We greatly appreciate the feedback and will escalate the
information to the appropriate department for further review, as we are always
looking for ways to improve the online shopping experience for our customers.
We feel that the issue has been fully resolved at this time.
 
If we can be of any further assistance, please don’t
hesitate to contact me directly at ###-###-####.
 
Sincerely,
 
[redacted]
Senior Fan Advocate

Hello [redacted] and Revdex.com of North Florida,
Upon receiving this complaint, we reviewed the account and show
that the consumer placed her order on January 5, 2016 with 2 business day
shipping. Unfortunately the customer did not see the processing time of 3
business days listed on the web...

site at the time of purchase, thus creating
confusion in regards to the anticipated delivery date.
We are sincerely sorry for the inconvenience this has caused
and for the delay in resolution. At this time a refund of $15.95 for the
shipping that was paid has been issued back to the original form of payment on
the order. In addition, we were able to communicate with our warehouse to
bypass the processing time of the item to have the order shipped today via
[redacted] tracking [redacted] for delivery on January 7, 2016. For the confusion
that this has created we also issued a $10.00 [redacted] credit to the consumer’s
account that can be used at any time towards a future purchase with us. We
provided this resolution to the consumer via 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,   We apologize the resolution was not satisfactory. We have reached out to the consumer directly by email and have provided a credit on the online account for use towards a purchase.   We feel that the issue has been fully resolved at this time and we truly apologize for the inconvenience this has all caused.   If we can be of any further assistance, please don’t hesitate to contact me directly at [redacted].   Sincerely,   [redacted]

Hello [redacted] Schaneman and Revdex.com of North Florida, Upon receiving this complaint, we reviewed the account and see the order was not delivered on time. 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 completely how upsetting this was for our consumer. We have issued a full refund for your purchase per the guidelines of our holiday "GTGT" program without the requirement of returning what was received. We ask that the consumer allow 2-10 business days for the credit to reflect. We would like to advise that a credit in the amount of $40.00 was added to the consumer's account as a courtesy for the inconvenience. We will handle any opportunities for coaching internally, and we thank the consumer greatly for his feedback on our service experience. 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]