Hammond-Wetmore Drilling LLC

Complaint: [redacted]
I am rejecting this response because: In the email correspondence from the company, they have failed to mention that they have yet to provide any explanation into the false advertising by the company. Also, in the email correspondence I had with this  [redacted] an accusation of dishonesty on my part for my continue pursuit of why the the shipping price discrepancy. As explain to the company, the terms and conditions do that list that a coupon code for a discount of shipping means a change in shipping time interval. The company kept the extra paid for expedited shipping while claiming I selected free shipping for both. As attached is the company's false advertising on different shipping prices for the same location on two different mediums. [redacted] was not only combative and dismissive in email correspondence he was also unhelpful. The voicemail he left on my cell phone was also accusatory and dismissive because of my complaint to the Revdex.com. The offer for free shipping is dishonest because before I rejected the offer, I contacted [redacted] to see if it was true. The phone rep contended that not only did I not have an account, but there was no such free shipping credit. This company continues to be dishonest even with the Revdex.com. 
Regards,
[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, one item from the purchase made was returned on December 30, 2017 and received on January 24, 2018. A refund was...

issued on January 25, 2018, in the amount of $44.16, however the consumer wasn’t satisfied with the refund amount. 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 advised the refund was only $44.16 due to the promotion code used at checkout. The consumer received a 30% discount on the items purchased therefore the items weren’t purchased at full price. However, we have processed an additional refund in the amount of $20.49 and we ask that 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 see that the incorrect item was 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. We understand how frustrating this has been to our consumer. We can confirm a refund for the incorrect item has been processed as of December 27, 2016 and would have posted to the form of payment used at checkout within 10 business days of that date. The item is not required to be returned. The consumer has been emailed 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,
 
Upon receiving this complaint, we reviewed the account and
have confirmed that the consumer contacted us on shortly after the order was
placed to check on the shipping time frame. When she realized they would not
arrive in time, she...

requested to cancel the order. The request was put in, but
due to the items being customized, the request to cancel was declined and all
items shipped. The consumer requested to speak to a supervisor, who also did
not approve the cancellation.
 
We are sincerely sorry for the inconvenience this has caused
and for the delay in resolution. We have approved the return of the items as a one-time
courtesy for the inconvenience. The consumer was advised that once return
tracking information was activated, a full refund would be issued. The return
movement started on 8/25/15 and the full refund was issued back to the original
method of payment. The resolution was provided 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]
[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 Sunday, November 05, 2017 for a single item: the Men's [redacted] Player Jersey. The item shipped on 11/6...

to the address provided at checkout. The consumer contacted us on 11/13 requesting to change the shipping address. However, at that time the package had already shipped out via [redacted], which is a service that does not allow for any changes in transit. The consumer was advised they would have to wait until the item was returned back to us as undeliverable and processed through our warehouse as a return. This is the process and at the time it was advised to the consumer, we felt it was a reasonable request as we shipped the package to the address provided at checkout. However, on further review of the tracking information we see that this package was handed over to [redacted] to be returned to sender on 11/13. The next, and final scan for the package was made on 12/7 – which simply states “returning package to shipper”. This package and the consumer’s money has been in a state of limbo for approximately 2 full months and we find this to be an unreasonable amount of time to wait on a reimbursement for the purchase. A full refund has now been issued for the original purchase value of $85.58.   We are truly sorry for the ongoing delay in resolving this matter to the consumer’s satisfaction. We see that we clearly failed to handle this matter appropriately, and we thank the consumer for providing feedback regarding their experience. We see clear opportunities for coaching and growth. In addition to the refund issued, we would like to offer the consumer 30% Off + Free Shipping on their next purchase. This discount can be redeemed by applying the following code to the final stage of checkout the next time they order: [redacted]. If there is anything else we can do to resolve this matter we ask that the consumer 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
see that the customer was asking for a refund for his shipping since the
tracking information was incorrect.
We are sincerely sorry for the inconvenience this has caused
and for the delay...

in resolution. We have called the customer and spoke with him
regarding the refund that we issued for the huge inconvenience he experienced
with our Customer Service. The refund amount is $46.78 and will post back to
the customer’s credit card within 2-10 business days. The customer says his
issue has been resolved to his satisfaction.
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 December 13, 2017. The consumer purchased an item that ships directly from the manufacturer’s fulfillment center no later than December 15,...

2017.The consumer reached out to [redacted] regarding the package being delivered by Christmas. [redacted], advised the consumer the package isn’t guaranteed to be delivered by Christmas.   The item’s description on the web store stated the item wasn’t eligible for guaranteed delivery by December 23, 2017. The consumer then requested the order to be cancelled and unfortunately we’re unable to cancel an order that has already shipped. The item must be returned for a refund.   We are sincerely sorry for the inconvenience this has caused and for the delay. We have contacted the consumer by email and advised according Fed Ex, the package was delivered on December 21, 2017. We advised the consumer if the item is no longer needed or wanted, please let us know and a return label will be sent. If the consumer would like to keep the item, a 30% refund in the amount of $27.27 will be processed for the inconvenience 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 account and details regarding the situation. 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 escalated this issue to collect more information and found that the emails that are being sent are triggered by the credit that remains on the consumer's account. We have a removed his email from the database where these emails are triggered from, however, the consumer may continue to receive an email every other week until the credit on the account has been utilized. We have contacted the consumer by phone and left a voicemail with this information as well as followed up 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]

Complaint: 11547860
I am rejecting this response because:While I appreciate the refund and processing of the order, Fanatics is not providing me with the same shirt I originally ordered. I went from a youth championship t-shirt (crew neck and I believe boy specific per the description and size chart) to a girls v-neck t-shirt with completely different measurements for size.  I cannot say if the shirt will fit until it arrives, so I cannot accept this resolution until the product arrives to check for size. I'm not sure why there was a change in product since my original t-shirt ordered is still available on the website. 
Regards,
[redacted]

Hello [redacted] and Revdex.com of North Florida, Upon receiving this complaint, we reviewed the account and have decided we have done everything we can to resolve the issue for the customer within reason.We are sincerely sorry for the inconvenience this has caused. We have corrected any issues with the email system and the customer should now receive their emails correctly.We have no intentions of taking any additional funds from the customers' account, as we show the order has been paid.As for contacting the customer, as you know, we have to contact the customer in receipt of any complaints from. Other than this, we have not contacted this customer again.We greatly appreciate the feedback 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 on multiple occasions in regards to the jersey he purchased and the confusion around the patch, description and title on our webstore.
 
We are sincerely sorry for the...

inconvenience this has caused and for the delay in resolution. We have confirmed that the new return label has been sent and the original jersey has been returned for a full refund. Also, a new order has been placed for an alternate item in efforts to receive a more appropriate item that will fit the request. For the inconvenience, we have provided a total of $30 Promo Credit that was applied to the new purchase and we have waived the return label fee also. We provided the resolution 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 ###-###-####.
 
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 consumer placed an order on 10/08 for a single item with an anticipated ship date of “Within 6 business days”. We clearly missed that deadline by several days, and the...

package did not ship out until 10/22 via a priority overnight service. FedEx shows the package was delivered as of 10/25 at 1:38 PM.   We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. As a courtesy to the consumer we have issued a full refund for the price of the purchase. This refund was in the amount of $28.06 and is in addition to the $15.95 shipping refund that was issued on 10/20. We attempted to reach the consumer by phone to discuss but were unable to reach her. We hope this resolution is satisfactory, and urge her to reach out to [redacted] relations directly at the number listed below if she has 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]

Hello [redacted] and Revdex.com of North Florida,   Upon receiving this complaint, we reviewed the account and details regarding the situation. 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 have created a $100 gift code for the five orders that were not processed, this code will be emailed to the consumer. This is a one-time use code that will expire Friday, November 10, 2017 and cannot be reinstated after that date. In regards to the order history, we can confirm purchases were made earlier this year and we will reach out to have the current block on the account removed. We ask that the consumer allow 2-3 business days for that to be processed.   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 Saturday, November 25, 2017 for a single item, with an order value of $95.32 after discounts and shipping were applied. Our system reflects...

that as soon as the order came in, it was cancelled by our automatic fraud detection service. The consumer then chatted in to our [redacted] department on 12/3 to ask about her order. She was advised at that time that she would need to speak with our [redacted] team about the order, and was provided with their hours of operation. The following day, the consumer contacted [redacted] via phone and it was determined through the course of the call that the incorrect billing address was applied to the order. Additionally, the consumer was out of the country when she placed the order, so the combination of the incorrect billing address and foreign IP address are the most likely reasons this order was cancelled before ever dropping into our system. These two factors are incredibly common in fraudulent purchases. We understand that this specific scenario was just a fluke occurrence and we in no way believe her to be committing fraud against us.   In addition to the order being cancelled without notification, the consumer also shared feedback regarding how she was treated by our team. Upon review of the call we did determine that the situation was handled very poorly on our end, and much more could have been done to help the consumer understand how and why this happened to her order – and it could have been resolved easily with a better attitude and appropriate appeasements for the inconvenience. We view this as an opportunity for coaching and development to ensure that this does not happen again in the future.   We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have attempted to reach the consumer by phone and e-mail, but due to conflicting hours, we have not been able to speak directly. We must post this resolution to avoid a default, and we have reached out an advised the consumer that we would be happy to continue to work with her to make sure this is resolved to her satisfaction. We have offered 40% off of her next purchase, in the form of a refund after the order is placed.   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]

Date Sent: 11/30/2016 11:56:47 AMHello [redacted] and Revdex.com of North Florida, Upon receiving this complaint, we reviewed the account and see that the consumer placed her order on Thursday, November 3, 2016 with a shipping expectation of “no later than 11/16/16”. Unfortunately, we did not...

receive the item in time from the vendor to meet that deadline, and the order did not end up shipping until 11/25/2016. We see that [redacted] marked the package as delivered as of 11/28/16 at 9 AM. We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We understand how frustrating it can be to pay for something with a certain expectation and not have it meet that expectation. As a courtesy for the inconvenience we have refunded the $5.99 shipping charges for this purchase as well as 50% of the value of the item ($16.00). We hope this is acceptable to the consumer, and welcome her 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 order was not showing in our system. 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 locate the pending charge for the order originally placed on November 8, 2016 and unfortunately, it did not fall into our system to be processed. We have voided that charge. A new order was placed by the consumer via the [redacted] team and it also had the same issue, however, we were able to pull the payment and order information through. We have now processed a refund for the amount of the order and the consumer will not need to return what is shipped and received. The consumer has been contact by phone and a voicemail has been left.   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 for a pre-sell item on September 18, 2017. The item was set to be shipped by October 16, 2017, unfortunately the order became delayed. The consumer...

reached out to [redacted] regarding the issue, and was advised by a customer service agent that the order has been set back until October 23, 2017. However, there was production issues and weren’t able to fulfill the consumer’s order within a timely manner.   We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We have cancelled the consumer’s order and processed a full refund. The refund was issued in the amount of $31.94 and we ask that the consumer allows 2-7 business day for the refund to post. The consumer has been contacted by phone, we left a message stating the above information. We also emailed a 20% discount code for a future purchase for the inconvenience we may have 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]

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.  The business responded by phone and email with a resolution that was more than acceptable.
Regards,
[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 January 21, 2018, for a special event item. The item was set to be shipped no later than January 31, 2018, however there was a delay in the...

fulfillment center. Which caused the consumer to contact [redacted] and cancel the item for a refund.   We are sincerely sorry for the inconvenience this has caused and for the delay. We have contacted the consumer by email and apologized for the delay. We also advised the consumer we have refunded the remaining total of order. The refund was issued in the amount of $34.98 and 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. The consumer was emailed and discount code as well to go 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]

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]