Heartland America

Initial Business Response / [redacted] (1000, 5, 2016/03/09) */ Dear [redacted] : Thank you for contacting us in regard to the charge, in the amount of $29.99, that was applied to your credit card on March 7, I have researched your account on your behalfOur records indicate that on March 3, our Outbound Sales department offered information regarding our Value Club membershipI apologize if they did not explain that the cost to join the membership is $The information provided is important and has been given to the Outbound Department Sales Manager The Customer Service representative did issue you a Value Club 10% retro refund, in the amount of $for your order #and also $refund for your order # [redacted] The cost of your membership deposit was $29.99, minus your savings of $21.00, equals a refund in the amount of $Your refund has been issued to your credit card number ending in *** We apologize for any confusion this may have causedWe look forward to your continued patronageIf you have any further questions, please do not hesitate to contact us Sincerely, Kara [redacted] Kara [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/03/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Refund received and acceptedHeartland does illegal practices, I was not told I was joining a membership, I was told they owed me a refund, I did not agree to paying for a membership and again was not told that this was what they were discussingThey are dishonest and I do not do business with dishonest companiesSo this case is closed, I just want Heartland to stop lying to customers Final Consumer Response / [redacted] (2000, 8, 2016/03/09) */

Dear Mr [redacted] , Thank your for contacting us in regard to your order for the Hi-Tech Shoes, item #99701M, from your order # [redacted] I am sorry if you do not feel that the shoes are comfortable You may return these shoes within days to receive a full refundPlease follow the directions on the back of your invoice to return the shoes.We apologize for any inconvenience this may have causedWe look forward to your continued patronageSincerely, [redacted] ***

Dear Mr [redacted] , Thank you for contacting us in regard to your replacement order for item #I have researched your account on your behalfOur records indicate that this item was delivered to your residence on August at 4:pm, which is the same date that your claim was submittedIf you still have not received your item, please call as at our toll free telephone number ###-###-#### and a Customer Service representative will be able to further assist youWe apologize for any inconvenience this may have causedWe look forward to your continued patronageSincerely, Kara ***

Initial Business Response / [redacted] (1000, 5, 2015/06/25) */ Dear Mr [redacted] : Thank you for Contacting Heartland America in regard to the charges applied to your credit card for the yearly renewal of your Value Club America membership When you originally signed up for the Value Club America membership, a packet of information was sent to you explaining the details of the membership, which states that the membership is automatically renewed yearly, unless you notify us that you wish to cancelEach year, five weeks prior to the anniversary of each membership, letters are sent to our customers, alerting them that their membership will be renewing shortly Per your request, I have cancelled and refunded each years memberships.Please allow 3-business days for the refund to reflect on your account I apologize for any inconvenience this may have causedWe look forward to your continued patronage Sincerely, Kara [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am happy with the refundI have never excepted an annual renewal from any business and would stop doing business with them if it was a mandateI believe I had originally signed up for membership on the phone and if I was advised of an annual membership renewal I would have declinedI appreciate Heartlands quick response and solutionThank you [redacted]

Initial Business Response / [redacted] (1000, 7, 2015/08/04) */ Dear [redacted] , thank you for contacting us in regard to your Ebay order for the Cabana, item #89024R I have researched your account on your behalfOur records indicate that per the Ebay buyer communication, that the item was sold as stated in our advertisement and that they requested that this item be returned to receive a refundBecause the item was sold as advertised, Heartland America is not responsible for the cost of returning this item I apologize for any inconvenience this may have caused Sincerely, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/08/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all, they send me a wrong Item I did pay for the item and shipping feeThe company offer me send this item back to us and refund cost of item only I did ask them pay me back shipping cost for both side as well as but the company is not repoding since that Final Business Response / [redacted] (4000, 13, 2015/08/17) */ Dear [redacted] , Thank you for your response in regard to a refund for the cost of returning the cabana Per the recorded phone conversation with the representative you agreed that you did not read the full description of this itemBecause this is not our error, we are not responsible for the cost of returning this itemWhen we receive this item back, if for some reason we did send the incorrect item, we will issue a refund for the cost of returning this item Sincerely, [redacted]

Dear Mr [redacted] Thank you for contacting us in regard to your order for the Genuine Cowhide Briefcase, item #43313, from your order #27693881, dated March 16, I am sorry if the representative, did not provide you the proper informationAs stated on every invoice and order form, our terms state that all merchandise can be returned within days for a refund and up to days for a 100% store creditUnfortunately, because this item was purchased on March 16, 2014, we are unable to offer a refund or store creditPer your request, I have removed you from our mailing listPlease note that our catalogs are pre-printed and you may receive an additional catalogWe apologize for any inconvenience this may have caused.Sincerely, [redacted] ***

Dear Mr [redacted] , Thank you for contacting us regarding your order for the Tablet, item #***I am sorry that we were unable to process your orderUnfortunately, we did not receive our expected shipment from our vendorYour refund check has been processed and you will receive your check within 5-business daysPer your request, I have cancelled and issued a refund for your Value Club membership minus the savingsOur records indicate that you saved $on the Big Pitcher Oxygen, item #***The cost of the Value Club membership was $SO a refund, in the amount of $has been issued to your credit cardPlease allow 3-business days for this credit to appear on your credit card statementWe apologize for any inconvenience this may have causedSincerely, Kara ***

Dear Mr***, Thank you for contacting us in regard to your Portable Speaker, item #33628, from your order # [redacted] I am sorry if you have not received this itemOur records indicate that this item was delivered to your residence on June 20, On June 29, 2016, we were contacted stating that this item was not receivedAt that time, the Customer Service representative stated that due to the cost of the item, Heartland America would initiate a driver follow up trace on the package with the United Parcel Service (UPS)UPS has contacted us and stated that they are unable to reach youUPS is requesting that you call them at ###-###-#### in order for the trace to be finalizedOnce this information has been received, this matter will be resolvedWe apologize for any inconvenience this may have causedWe look forward to your continued patronage.Sincerely, Kara ***

Dear Ms [redacted] , Thank you for your responseI am sorry if you are not satisfied that we did not agree to pay the return shipping costAs shown in the advertisement and description for this item, it does not state that the bread maker will process the doughBecause this was not an error on Heartland Americas behalf, there is no refund due for the cost of returning this itemWe apologize for any inconvenience this may have causedSincerely, Kara ***

Initial Business Response / [redacted] (1000, 5, 2015/06/17) */ Dear Mr. [redacted] , Thank you for contacting us in regard to the Portable Ice Maker, item #***, from your order # [redacted] , dated March 10, 2015. I am sorry if this item is not working properly. As stated by the customer service... representative on June 12, 2015, this item is past our return policy, however; we would allow the return of this item for an exchange or store credit. Please return this item within 30 days. Please include your customer information and if you would like an exchange or store credit. Once this item is received, your request will be processed. We apologize for any inconvenience this may have caused. We look forward to your continue patronage. Sincerely, Kara ***

Dear Mr [redacted] , Thank you for contacting Heartland America in regard to the sales tax that was applied to your orderI am sorry for the delay in my responseOur account on Ebay is set up for sales tax on all items sold onlineUnfortunately, they do not allow retailers to set specific categories for sales tax exemptionsWe have issued a refund to your PayPal account in the amount of $for the sales tax that was applied to your order for the shoes, item #20067BJPlease allow hours for this refund to reflect on your accountFor your future reference, if you place an order and you are charged tax, please contact us and we will assist youWe apologize for any inconvenience this may have causedWe look forward to your continued patronageSincerely, Kara ***

Dear Mr [redacted] ,Thank you for contacting us in regard to the over weight shipping charge for your Sherpa BlanketsI have researched your behalfAs stated in the advertisement for this item, there is a $overweight shipping charge for each blanketThe shipping charges are determined by the weight and size of the items that the charts with our shippers supplyAs a one time good will gesture, I have issued a refund, in the amount of $to your credit card for the over weight shipping charge that was applied to your orderPlease allow 3-business days for the refund to reflect your credit card statementWe apologize for any inconvenience this may have causedWe look forward to your continued patronageSincerely, Kara ***

Dear Ms [redacted] ,Thank you for contacting us in regard to the promotion of $off of your orderI have researched your account on your behalfOur records indicate that the promotional code that offered the $off was not used when placing your orderOn December 22, a refund, in the amount of $was refunded to your credit cardWe apologize for any inconvenience this may have causedWe look forward to your continued patronageSincerely, Kara ***

Dear Ms. ***, Thank you for contacting us in regard to your order for the Garment Rack, item #***, from your order # [redacted] . I have researched your account on your behalf. I am sorry for the delay in your order. Our records indicate that your order was shipped and delivered on December 21,... 2016. If you have not received this item, please respond and I can further research your account. We apologize for any inconvenience this may have caused. We look forward to your continued patronage. Sincerely, Kara ***

I am rejecting this response because:I corrected the address that Heartland wrongly had for me in their websiteheartland is aware of my current address and they use it regularly to contact me by sending me monthly catalogsIf their website is functioning poorly, it is not my responsibility but the fault of their web designI do not use their website so I have no opportunity to update the incorrect address they have on their websiteI placed an order, I entered my correct address, I paid for the order using a credit card supported by my current address, which they accessed to receive paymentThey were therefore well aware of my current address at all times and wrongly shipped my order to that address (at least that is what they claim) I have no responsibility for their shipmentI am not even sure that that is a factIn the first instance, when I reported the matter, their representative confirmed that the address they had for me and my account, (which was also used for the Order), in their system was my current address and wondered how it was that the Order was shipped it to the wrong address.In summary, I ordered a product, I addressed the Order correctly, I paid for it and I need to have it delivered to me at my current address, of which Heartland is well awareIt is utterly ridiculous that Heartland is inconveniencing me for their faulty records or systems and customer service of the worst type.respectfully submitted, [redacted]

Initial Business Response / [redacted] (1000, 5, 2016/01/05) */ Dear Mr***, Thank you for contacting us in regard to the cost of your order I have researched your account on your behalfOur records indicate that there was previous balance due from your order # [redacted] , dated December 15, 2014, in the amount of $When your order was placed the customer service representative did not explain that this amount would be applied to your current order Because this was not explained, as a one time good will gesture, I have issued a refund, in the amount of $Please allow 3-business days for the refund to reflect on your credit card Please see the attached invoices for your review We apologize for any inconvenience this may have causedWe look forward to your continued patronage Sincerely, Kara ***

Dear Mr [redacted] , Thank you for contacting us in regard to your Mail Chime, item #***, from your order # [redacted] I am sorry if this item is not working properlyI have researched your account on your behalfOur records do not indicate that we received a call regarding this matter until October 21, As stated in our terms and conditions all merchandise may be returned within days for a refund and up to days for an in store creditIt also states that Heartland America is not responsible for the cost of returning merchandiseHowever; as a good will gesture, I have authorized a return of this item for an exchange or refund and I have also emailed you a pre-paid label so that you can return this item at no cost to youPlease allow 24-hours to receive your labelWe apologize for any inconvenience this may have causedWe look forward to your continued patronageSincerely, Kara ***

I am rejecting this response because: Since your last denial, we have received an invitation to claim an adjustable bed thanks to you.....And, we also received your latest catalogue Not exactly off your mailing list.As long as we receive documentation addressed to Chuck ***, we know where it is from.Deanne ***

Dear [redacted] E. ***: Thank you for contacting Heartland America in regard to the total cost of your order. The cost of the QFX LED TV, item #82004, is $144.43 and the cost to order the Bamboo Cushion, item #81315 is $22.21. Unfortunately, the Stacy Adam shoes is no longer available in the size... requested and was cancelled from your order. The overweight shipping charge for the TV is $8.95, and the order processing fee is $3.99. The total cost of your order s is $179.58. You paid $201.02. Because the shoes were no longer available, we issued a refund in the amount of $21.44. I have attached the copies of the invoices for your review. Please note that because the two items were shipped separately, there are 3 split invoices. Page 1, showing the total of the entire order, page 2 showing the total cost to order the TV, and page 3, showing the total cost to order the cushion and your refund. I hope this information has helped. We look forward to your continued patronage. If you have any further questions, please do not hesitate to contact us.Sincerely, Kara ***

Dear [redacted] ,Thank you for your response As stated your refund was posted to your credit card on August 30, Please contact your Credit Card company regarding your refundAs stated on every order form and in our terms and conditions, Heartland America is not responsible for the cost of returning items, however; in some cases Heartland America will send a pre-paid label to return items at no cost to the customerUnfortunately, because this item returned for an unknown reason, Heartland America is not responsible for the cost of returning this itemI hope this information has helpedAgain, we apologize for any inconvenience this matter has causedSincerely, Kara ***