Hammond-Wetmore Drilling LLC

Complaint: [redacted]
I am rejecting this response because:Hi [redacted]-This morning I received a response from Fanatics with respect to this complaint.First off, it states they attempted to contact me and left a voicemail with callback number. I don't know when that might have been but there hasn't been any contact and there is no voicemail message.Second, it is obvious that [redacted] (the last one to send an email from Fanatics - as there have been many since this ordeal started on 3/27/17) hasn't read my repeated concerns stated in my emails to Fanatics. Again, they are referencing a $311.96 refund from 12/27/16. I have pointed out that refund has nothing to do with the order number in question but a previous order. And I ask you, does it make sense to refer to a 12/27/16 refund when the return merchandise for this order number in question was authorized on 3/17/17 resulting in an email of 3/27/17 stating "We've processed a refund for a total amount of $96.02 to the form of payment used at checkout"?The $79.24 refund does apply to this order number; however, as previously pointed out it's an incorrect amount. All I'm asking is for someone to review and do the math resulting in a correct refund amount for this order. Needless to say, this correspondence is no different than what Fanatics has passed along previously. It doesn't address the Revdex.com description of complaint or desired outcome description.Please advise. Thank you for your attention to this matter![redacted]

Hello [redacted] and Revdex.com of North Florida,   Upon receiving this complaint, we reviewed the account and found that the items returned were 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 item was shipped and delivered on November 2, 2016. A discounted refund of the item has been processed per the consumer’s request. The consumer has been contacted 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] Exec[redacted]

Hello [redacted] and Revdex.com of NE Florida, We apologize sincerely that the consumer is not satisfied with our resolution. We issued the refund in the amount of $37.09 USD on 12/9/2016 at 11:43 AM. This credit should have reflected back on the consumer's [redacted] ending in [redacted] within 2-10 business days of the date issued. At this time that credit has been released to the financial institution, and we are unable to assist further with the funds as they have been released from our accounts. We urge the consumer to reach out to his bank and request more information from them. We are so sorry for any continued anxiety or frustration this causes. 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 11/5/2016 for a [redacted] T-Shirt that was scheduled to ship on 12/1/2016. Unfortunately, we did not receive the item within the...

expected time frame, and the order was delayed. The consumer contacted us and requested the order be cancelled, and this action was completed on 12/5/2016.  We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. A full refund for the total value of the order ($147.14) was issued at the time of the cancellation. As a courtesy we have added a $20 credit to the account to be used towards a future purchase. We understand there may be hesitancy to purchase with us again. However, we hope the consumer will give us another chance! This 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]

Hello [redacted] and Revdex.com of North Florida,   Upon receiving this complaint, we reviewed the account and see that the order 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. We understand how frustrating this has been to our consumer, however, the order was not processed due to the payment information needing to be verified. The order place on December 17, 2016 was cancelled on the same day. The consumer will need to contact our Order Verifications team to place a new order. The customer has been contacted 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]

Hello [redacted] and Revdex.com of North Florida,   Upon receiving this complaint, we reviewed the account in regards the Fan Cash credits. The consumer reached out to [redacted] and were unable to get a timely resolution to their issue.   We are sincerely sorry for the...

inconvenience this has caused and for the delay in resolution. We have contacted the consumer by phone and we were advised to contact the consumer on Friday, March 9, 2018. We contacted the consumer by phone on Monday, March 12, 2018 and were unsuccessful. We have provided the following information via email.   We reviewed both orders placed on February 23, 2018 and July 25, 2017 and have confirmed the Fan Cash credits were correctly provided on the account for future purchase, including the promotion that was ran for seven times Fan Cash credit earned. We have provided the breakdown via email 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]

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. A refund has been processed per the consumer's request and a credit has been provided towards the next purchase. A voicemail has been left and the consumer has been emailed. 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 20, 2017. However, once the package was shipped on November 21, 2017 the carrier marked the package undeliverable on November 27,...

2017. Therefore the package was returned back to our fulfillment center which takes a maximum of 20 business days.   We are sincerely sorry for the inconvenience this has caused and for the delay. We have reached out to the consumer by email and advised a full refund was issued back to the original form of payment used at checkout. The refund was processed in the amount of $26.64 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]

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]

Complaint: [redacted]I accept the refund BUT THIS IS NOT THE FIRST THEY HAVE HEARD OF THIS ISSUE!!!!!!!  I called and some IT said there was nothing they could do.  They claim a tag was missing.  IF IN FACT there was a tag missing THEY SHIPPED IT THAT WAY!  and the IT ON THE PHONE HUNG UP!  If they do in fact "donate" the items returned they should also PROVIDE PROOF! I had to dispute the charge with my payment form!!!!  and with 400+ complaints consumers need to aware of their shady policies!!!!!  SHOP [redacted] or [redacted] or [redacted]!!!!!  shop somewhere that the company actually VALUES customers and customer service!!!!!   the market is flooded with merchandise, it VERY competitive!  shop at a place that has INTEGRITY!!!!!!  one suggestion for fanatics.....PROVIDE CUSTOMER SERVICE AND STAND WITH A TRANSPARENT HONORABLE POLICY!   I WON'T BE A RETURN CUSTOMER! 
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 Thursday, January 26, 2017 for two items, a t-shirt and a jersey. The consumer contacted us on 2/3/17 to let us know that she needed a different...

size for the items. The agent she spoke to on chat advised the consumer that we no longer offer exchanges, and that a new order would need to be placed in order for her to receive a new size, and that she could return the original one for a refund. The consumer was advised that we cannot price match a coupon that was used. We are always happy to honor sale prices, when an item is purchased at a marked down price. However, coupons are typically only valid at the time of purchase and reduce the total value of an order rather than a sale which lowers the cost of individual items. The consumer used a coupon code that applied a 20% discount to her total purchase value at checkout, but the items themselves were not sold at a reduced price. We do understand this is frustrating for the consumer, and as a one- time courtesy we would be happy to issue a refund back on her next purchase for a total of 30% off the full order value. We have attempted to reach the consumer by phone multiple times, but there has been no answer and there is no voicemail set up on the line. We welcome the consumer to reach out at the number below once she has placed her new order, and to please provide her new order number so the 30% refund can be issued right away.   We are sincerely sorry for the inconvenience this has caused and for the delay in 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 see that the consumer placed his order on Friday, November 24, 2017 for two items, a mug and a pint glass. The consumer contacted us on 12/02 to advise that the items were received damaged....

At that time one of the items was out of stock, and only one could be replaced. The consumer was told not to return the items. We do not ever require returns on broken glass as this presents a safety issue to the carrier as well as our warehouse staff. We are so sorry that the items arrived damaged to begin with!   We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. At the time the return was received, our warehouse staff was not aware that the replacement was never received, and they believed that the returned item was just the original item being sent back. We do not typically issue refunds for returns when we have shipped a replacement. We see that this was a simple error and we are happy to fix it! We have issued a full refund for the purchase for the total refund value of $37.06. Please note that it can take 2-7 business days for the credit to appear back in your bank account, depending on the policy of your financial institution.   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: 11980017
I am rejecting this response because: Thank you for this! Could you also refund any applicable tax difference? For some orders, it charged tax on the shipping charge. If the order is below $20, it would be a full refund.
Regards,
[redacted]

Hello [redacted] and Revdex.com of North Florida,   Upon receiving this complaint, we reviewed the messages via [redacted] and can confirm the consumer was advised the refund would be processed.   We are sincerely sorry for the inconvenience this has caused and for the delay in resolution. We...

apologize for the experience the consumer has had with us and we can assure the consumer, this is not the type of service we want provided. The $18 has been refunded to the form of payment used at checkout and the consumer has been notified via [redacted] message. The consumer has also been contacted by phone with a voice message detailing this information. We ask that the consumer 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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Hello [redacted] and Revdex.com of North Florida, Upon receiving this complaint, we reviewed the account and see that the consumer placed his order on Sunday, February 05, 2017 for 3 of our special event items for the [redacted]. The items were marked with a special shipping date that was scheduled...

for February 17th. However, the consumer believed that since he was able to select an upgraded (Next Day) shipping service at checkout that the items would be able to be shipped sooner than advertised. The consumer felt that it did not make since to offer the upgraded shipping options is there was no way we could deliver within that promise. We completely understand how this could have caused some confusion and we are truly sorry for the frustration.  We spoke to Mr. [redacted] by phone this morning and provided him with a $30 store credit to use on a future purchase as well as direct contact information for a [redacted] in our [redacted] department. We would be happy to assist the consumer further should he have any additional 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 see that the consumer contacted us regarding the delayed shipping for his three associated orders. We see that two of the orders have shipped at this time, and we are still working on getting...

the remaining order pushed out of our warehouse as soon as possible. We are truly sorry for the ongoing delay in getting these items, and we completely understand how frustrating and unacceptable this is. We have recently rolled out a new warehouse management system that has caused multiple delays that we are trying to resolve in addition to being followed up almost immediately by a severe weather event that caused our fulfilment center to be out of order for two days. We understand these are not in any way the fault of the consumer, and we are truly appreciative of his patience while we work through these issues.   We have issued a 30% refund for the remaining value on all 3 recent orders associated with this complaint. The credits are as follows:   Order Number [redacted]: $9.99 shipping credit issued 10/6 $94.24 merchandise credit issued on 10/24 – 30% of remaining charge to card.   Order Number [redacted]: No shipping paid $8.00 merchandise credit issued on 10/24 – 30% of remaining charge to card.   Order Number [redacted]: No shipping paid $52.22 merchandise credit issued on 10/24 – 30% of remaining charge to card.   The above credit should reflect back to the consumer’s bank account within 2-10 business days. We are working with our warehouse to get the remaining items shipped out as soon as possible. We have attempted to reach the consumer by phone multiple times since the complaint was filed, but have been unsuccessful with the phone number associated with the order and the complaint. We welcome him to call us at his earliest convenience to discuss further how we might be able to resolve 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 see that the order has not been shipped due to the processing 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 in resolution. Upon review of the order, we have confirmed there is a processing timeframe, however, the site did not display this information. This is something we have reported and will take this opportunity to make it better for future purchases. We have escalated the order for shipment and have expedited the method. We have also refunded the purchase and we do ask to allow 2-10 business days for the credit to reflect. The consumer has been contacted by phone 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 information and found that part of our consumer's order didn’t arrive in a timely manner. The consumer did reach out to [redacted] to receive a timely resolution, unfortunately, we didn’t respond in time to...

correct the situation. We apologize for the inconvenience this has caused and for the delay in the resolution. We would like to advise that we have refunded the remaining amount of your order total in the amount of $121.41.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 ship date was changed on the customer’s order, to April 22, 2016.
We are sincerely sorry for the inconvenience this has caused
and for the delay in resolution. Due to...

the severity of the delay in shipping,
we have issued a refund for the order and we have given the customer $20.00 in
[redacted] Credit, for the inconvenience. We have spoken with the customer on the
phone, and he was accepting of the offer.
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]