The executed contract clearly covers under what circumstances a contract may be cancelled and a refund issued. At this point, Ms. [redacted]' contract is not eligible for cancellation or refund. We would like to extend any support with the hopes of improving her membership. We strongly urge her to communicate with us to devise a plan to move forward.
Hello [redacted],In regards to Customer complaint [redacted] from [redacted]. We will gladly reimburse her for the cost of shipping and repairing her ring. She simply needs to provide us with the receipt from her jeweler in California. Please have the customer contact me directly once it has been...
repaired and we can set up a time for her to bring in the invoice. My name is Lisa L[redacted] and my number is 440-974-8471. I am the store manager. Thank you for your time and assistance.Sincerely,Lisa L[redacted]
I am rejecting this response because: Let me be Crystal Clear, I DO NOT TRUST Capital City Matchmakers with my shoe laces let alone having them finding a match. Furthermore, let me be more CRYTAL CLEAR, Refunding half of what I paid is the ONLY method with which Capital City Matchmakers could restore their egregiously distorted and cunning image.
This business message was received by Revdex.com's staff member ** via phone.Mark S. said he spoke with the consumer yesterday and came to the agreement of issuing the consumer a full refund. Mark said he learned that the credit card has been cancelled that the jewelry purchase was made on, so he reached out to his accounting department to determine how the refund would need to be processed.Mark said he left a voicemail message yesterday for the consumer advising the refund will need to be processed at the store in which the consumer made the purchase. Mark said he has arranged for the consumer to receive a refund check. Mark also stated he feels this matter has been resolved.Mark said he is now awaiting a return call from the consumer in follow up to his voicemail message.
This business response was received by Revdex.com via email.Good afternoon [redacted]Thank you very much for taking my call today and allowing me an opportunity to discuss [redacted] complaint. As stated during our conversation I would like to have the opportunity to meet with **. [redacted] and attempt...
to come to a resolution that would satisfy and ultimately make **. [redacted] happy. Our ultimate goal at Howard’s is to always deliver an exceptional customer experience with all of our customers and foster a long lasting relationship as being part of the Cleveland community for over 35th years. I wanted to bring to your attention that I have left **. [redacted] a voicemail today and look forward to hearing from her soon. Again, thank you and hope you have an amazing day! Kind Regards,Mark [redacted]Howards Jewelry Center6333 Pearl RoadParma Hts. , OH 44130([redacted]
Although our company policy states that no refunds will be given on sized or altered jewelry, we have decided on good faith to issue a full refund to Ms. [redacted] for both purchases. We will issue a call tag for a pick up of both rings. The customer will still need to package the rings in a secure...
package (* the padded ring boxes the rings were sent in is sufficient), and placed in a Fed Ex box for pick up. We will issue a refund via check after we receive and inspect the rings. We do not store credit card information for any customer for security reasons, which is why the refund must be via check. The full refund will be in the amount of $748.10. The customer will be notified via email once the call tag for pick up has been issued,and then the customer will have one week to use the call tag to send the merchandise back. thank youLou F[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]
I am rejecting this response because: It saddens me that Capital Matchmakers' account of the situation and their timeline is grossly inaccurate and thus proves they have not listened to my feedback at all nor taken this situation seriously. The issue at hand is their lack of customer service and effort to contact me to discuss my concern with my membership for 7 weeks! Their matchmaker was told I wanted to speak to management on 7/10/17. I never got a call back from management and only got to speak to a matchmaker on 8/24/17. Very poor business practice.The bottom line is that this organization ignored my request to speak with management for 7 full weeks! As I originally stated, I requested a refund and a discussion with management on 7/10/17 when it was communicated to me that the matchmaker assigned to me, who I invested much time and effort with, was promoted and no longer able to assist with my matches. She had talked me into extending my membership as she felt she now (after many matches) finally was at a point that she knew me well enough to make a successful match. The additional membership extended my match total by 4 matches plus 1 credit for a pervious poorly made match. it wasn't until I was ready to start the new membership term that I was informed she was no longer with the company. That was the reason I made the decision not to continue my membership. I wasn't interested in starting over with yet another matchmaker when there were only a couple more opportunity to for the service to make a successful match. I was told by the new matchmaker that I would not get a refund and a message would be left with management and they would call me back WHEN they had time and they would tell me the same thing. That decision was made blindly without my opportunity to share why I was requesting a refund. I did not receive ANY communication for 4 weeks!! That inaction alone and complete disregard that a customer was unsatisfied is what has escalated this situation and severed the relationship. A company who can not be bothered to reach out to a customer requesting to discuss a concern is not a company of integrity or one that values their customers or deserves my money. Because I did not get a call back I contacted my credit card company. I finally got a call, not from management as I requested, but from the same matchmaker I had requested to relay my message to management, asking if I wanted to start my matches again. I was then told, after asking why management had not returned my call to discuss my concern that I requested 4 weeks prior, that she was told to tell me my request was denied. I once again asked to have someone in management call me to discuss. I got a voicemail message from a representative on 8/11 without a direct line to return to the call. I tried multiple times to call only to find myself in a general voicemail system. If the company truly wanted to discuss this matter, they would have given me a direct number to a manager to contact. I was finally successful in getting a live person on 8/17 and once again asked for a call back from management. I got a call back on 8/24 and was not available to talk and asked for a return call at an agreed upon time of 8/28 at noon. I got a call on 8/28 at 12:10 from a completely different person who admitted she was not in management but had the "authority of management". That conversation was not successful because the representative was unwilling to acknowledge the lack of timely attention and poor communication that had occurred to that point. The representative simply wanted to defend their company and deny my experience thus far. The company's written response conveniently neglected to acknowledge why I was requesting a refund, their untimely and dismissal of my request to discuss and work with them on a reasonable resolution. In addition, their dates and timeline are inaccurate. The core issue is their lack of respect, integrity and attention to a customer who has given them thousands of dollars for unacceptable service. I am not interested in continuing my membership with this company because they severed the relationship when they choose not to return my call and attempt to understand and resolve my concern for 7 weeks! If they truly take my concerns seriously they would have responded to me no later than 7/12- 48 hours after I originally asked to speak to management.
To whom it may concern, I reached out to the customer to explain how the loan receipts work. If he was to redeem it today, the amount would indeed be $178.24, not $214. After today, it will go up to $196 as another month of interest and storage will accrue. The receipts take...
one cycle to show any principal paid. This was explained at the time the payment was made. I will contact the customer again to make sure he fully understands. Thanks, Tanya [redacted] [redacted] Howard's Jewelry Center Parma Heights [redacted]
Response:Please refer to our response to [redacted] complaint (ID number [redacted]):Our company takes pride in putting our clients first. We have many single senior citizens enrolled in our program and it is very important for us to assist them in achieving their relationship goals.[redacted]...
was offered a trial program along with a discount that was more than half of what our base level membership costs. As we do with every client that enrolls, [redacted] was provided her contract including the terms of our service and a packet with multiple pieces of information regarding her membership and our matching process. We also have a full staff of Professional Matchmakers and management employed six days a week to assist our clients at any time.As our Membership Guarantee states, every client is entitled to a minimum of one introduction for every month of matchmaking time purchased. [redacted] is guaranteed a minimum of four introductions. As covered in our contract, an introduction is made when both parties approve the match offered by the matchmaker. At this point in her membership, [redacted] has received two introductions. [redacted] enrolled on June 20, 2015. After our administrative team completed her background check, our matchmaking team offered her a match on June 25. She declined due to him being bald and Catholic. On June 27, she approved her first match. She provided feedback on July 1, informing us that he was a gentleman, very nice but not active at all and not active in church. She went into detail about how important this was for her and that she wanted to "avoid another horrible date".[redacted] was contacted about a match on August 12 but he became unavailable. She accepted her second match on August 24. This match was four years younger, very active, lived in her same small town and a strong Christian. On August 1, she informed us that she would be meeting him because she knew him from [redacted]. Her Matchmaker and our staff has explained to [redacted] numerous times that we are working diligently on her behalf to find a suitable match that shares her Christian faith, is active and healthy as well as the numerous other areas of compatibility that we match on. At this time, [redacted]'s account is not eligible for a refund or cancellation. On October 7, we reached out to review her most recent match. We would like the chance to work with [redacted] to improve her experience.
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 ring has already been shipped back and once my jeweler ships it back and invoices me I will be happy to send them the paperwork.
Regards,
[redacted]
As we promised, the department manager has reached out and spoken with Ms. [redacted]. We have come to a mutual resolution and have cleared up the confusion between her and our company.
I will send Ms. [redacted] a cancellation and release form to cancel the remainder of her membership and remaining balance due. Upon her return of the signed release we will cancel her balance due as requested.
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, but do have some concerns. One is this, I understand they need to inspect the rings, of course, but for what? The ring is not perfectly round at the bottom where it was sized. It's also apparent that there is still a question whether or not I will get a full refund, I still am not comfortable with that, but I will agree with the conditions as stated, and will expect a full refund upon returning the rings. I'm not happy with one thing, the assumption that a customer can cause damage like that no, a vendor can to a person's trust in humanity.
Regards,
[redacted]
I am rejecting this response because I have a copy of their contract and it clearly states up to six months not four. The contract also states if the member has a disability and able to provide a written verification from their doctor, it shall be presented to the company. I had shingles on the left side of my face and my doctor did write a letter stating this for my job. I was not given the opportunity to present this documentation. I received a call from one of their representatives approximately a week ago who would not let me speak to a manager regarding a refund. This is not been good business practice on their part and there were red flags from the beginning. Revdex.com please keep the complaint on file.
Our client's satisfaction is very important to us. We are sorry to hear that Ms. [redacted] has yet to find success through our service. We are committed to doing everything in our power to help her find success. Ms. [redacted] membership entitles her to 18 months of matchmaking service with six months of...
hold time. If she gets to the end of her membership and has not met 18 people, we will continue to work for her on a complimentary basis. It is our stated goal to present each member with a match every 3-4 weeks after receiving feedback from them. However, each member has the option of accepting or declining any match we call them with. Ms. [redacted] has declined 11 total matches that have been presented to her for varying reasons. We do not manufacture men for Ms. [redacted] to meet. We choose matches from within our pool of available members with those men who, in our opinion, most closely fit her requests. At the same time we must ensure that she most closely fits the gentleman's requests. We are a feedback based membership. This means that we communicate with our clients after each introduction and learn what we can do differently when hand selecting the next match. We are eager to resolve Ms. [redacted]' concerns. Unfortunately her account is not eligible for cancellation. However, we will have the manager follow up with her to review her concerns.
We are eager to resolve Ms. [redacted]'s concerns. When she suspended her service on June 4, 2015, we were not sent any documentation regarding a disability. However, we will issue two complimentary matches to her membership in an attempt to provide her with the best customer service possible.In a conversation had between Ms. [redacted] and her matchmaker on March 3, she accepted our offer to move forward with her two complimentary matches and went on to request meeting men in the [redacted] We will have the manager contact her to ensure that we are moving forward appropriately.
The executed contract clearly covers under what circumstances a contract may be cancelled and a refund issued. At this point, Ms. [redacted]' contract is not eligible for cancellation or refund. We would like to extend any support with the hopes of improving her membership. We strongly urge her to communicate with us to devise a plan to move forward.
Hello [redacted],In regards to Customer complaint [redacted] from [redacted]. We will gladly reimburse her for the cost of shipping and repairing her ring. She simply needs to provide us with the receipt from her jeweler in California. Please have the customer contact me directly once it has been...
repaired and we can set up a time for her to bring in the invoice. My name is Lisa L[redacted] and my number is 440-974-8471. I am the store manager. Thank you for your time and assistance.Sincerely,Lisa L[redacted]
I am rejecting this response because: Let me be Crystal Clear, I DO NOT TRUST Capital City Matchmakers with my shoe laces let alone having them finding a match. Furthermore, let me be more CRYTAL CLEAR, Refunding half of what I paid is the ONLY method with which Capital City Matchmakers could restore their egregiously distorted and cunning image.
This business message was received by Revdex.com's staff member ** via phone.Mark S. said he spoke with the consumer yesterday and came to the agreement of issuing the consumer a full refund. Mark said he learned that the credit card has been cancelled that the jewelry purchase was made on, so he reached out to his accounting department to determine how the refund would need to be processed.Mark said he left a voicemail message yesterday for the consumer advising the refund will need to be processed at the store in which the consumer made the purchase. Mark said he has arranged for the consumer to receive a refund check. Mark also stated he feels this matter has been resolved.Mark said he is now awaiting a return call from the consumer in follow up to his voicemail message.
This business response was received by Revdex.com via email.Good afternoon [redacted]Thank you very much for taking my call today and allowing me an opportunity to discuss [redacted] complaint. As stated during our conversation I would like to have the opportunity to meet with **. [redacted] and attempt...
to come to a resolution that would satisfy and ultimately make **. [redacted] happy. Our ultimate goal at Howard’s is to always deliver an exceptional customer experience with all of our customers and foster a long lasting relationship as being part of the Cleveland community for over 35th years. I wanted to bring to your attention that I have left **. [redacted] a voicemail today and look forward to hearing from her soon. Again, thank you and hope you have an amazing day! Kind Regards,Mark [redacted]Howards Jewelry Center6333 Pearl RoadParma Hts. , OH 44130([redacted]
Although our company policy states that no refunds will be given on sized or altered jewelry, we have decided on good faith to issue a full refund to Ms. [redacted] for both purchases. We will issue a call tag for a pick up of both rings. The customer will still need to package the rings in a secure...
package (* the padded ring boxes the rings were sent in is sufficient), and placed in a Fed Ex box for pick up. We will issue a refund via check after we receive and inspect the rings. We do not store credit card information for any customer for security reasons, which is why the refund must be via check. The full refund will be in the amount of $748.10. The customer will be notified via email once the call tag for pick up has been issued,and then the customer will have one week to use the call tag to send the merchandise back. thank youLou F[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]
I am rejecting this response because: It saddens me that Capital Matchmakers' account of the situation and their timeline is grossly inaccurate and thus proves they have not listened to my feedback at all nor taken this situation seriously. The issue at hand is their lack of customer service and effort to contact me to discuss my concern with my membership for 7 weeks! Their matchmaker was told I wanted to speak to management on 7/10/17. I never got a call back from management and only got to speak to a matchmaker on 8/24/17. Very poor business practice.The bottom line is that this organization ignored my request to speak with management for 7 full weeks! As I originally stated, I requested a refund and a discussion with management on 7/10/17 when it was communicated to me that the matchmaker assigned to me, who I invested much time and effort with, was promoted and no longer able to assist with my matches. She had talked me into extending my membership as she felt she now (after many matches) finally was at a point that she knew me well enough to make a successful match. The additional membership extended my match total by 4 matches plus 1 credit for a pervious poorly made match. it wasn't until I was ready to start the new membership term that I was informed she was no longer with the company. That was the reason I made the decision not to continue my membership. I wasn't interested in starting over with yet another matchmaker when there were only a couple more opportunity to for the service to make a successful match. I was told by the new matchmaker that I would not get a refund and a message would be left with management and they would call me back WHEN they had time and they would tell me the same thing. That decision was made blindly without my opportunity to share why I was requesting a refund. I did not receive ANY communication for 4 weeks!! That inaction alone and complete disregard that a customer was unsatisfied is what has escalated this situation and severed the relationship. A company who can not be bothered to reach out to a customer requesting to discuss a concern is not a company of integrity or one that values their customers or deserves my money. Because I did not get a call back I contacted my credit card company. I finally got a call, not from management as I requested, but from the same matchmaker I had requested to relay my message to management, asking if I wanted to start my matches again. I was then told, after asking why management had not returned my call to discuss my concern that I requested 4 weeks prior, that she was told to tell me my request was denied. I once again asked to have someone in management call me to discuss. I got a voicemail message from a representative on 8/11 without a direct line to return to the call. I tried multiple times to call only to find myself in a general voicemail system. If the company truly wanted to discuss this matter, they would have given me a direct number to a manager to contact. I was finally successful in getting a live person on 8/17 and once again asked for a call back from management. I got a call back on 8/24 and was not available to talk and asked for a return call at an agreed upon time of 8/28 at noon. I got a call on 8/28 at 12:10 from a completely different person who admitted she was not in management but had the "authority of management". That conversation was not successful because the representative was unwilling to acknowledge the lack of timely attention and poor communication that had occurred to that point. The representative simply wanted to defend their company and deny my experience thus far. The company's written response conveniently neglected to acknowledge why I was requesting a refund, their untimely and dismissal of my request to discuss and work with them on a reasonable resolution. In addition, their dates and timeline are inaccurate. The core issue is their lack of respect, integrity and attention to a customer who has given them thousands of dollars for unacceptable service. I am not interested in continuing my membership with this company because they severed the relationship when they choose not to return my call and attempt to understand and resolve my concern for 7 weeks! If they truly take my concerns seriously they would have responded to me no later than 7/12- 48 hours after I originally asked to speak to management.
To whom it may concern, I reached out to the customer to explain how the loan receipts work. If he was to redeem it today, the amount would indeed be $178.24, not $214. After today, it will go up to $196 as another month of interest and storage will accrue. The receipts take...
one cycle to show any principal paid. This was explained at the time the payment was made. I will contact the customer again to make sure he fully understands. Thanks, Tanya [redacted] [redacted] Howard's Jewelry Center Parma Heights [redacted]
Response:Please refer to our response to [redacted] complaint (ID number [redacted]):Our company takes pride in putting our clients first. We have many single senior citizens enrolled in our program and it is very important for us to assist them in achieving their relationship goals.[redacted]...
was offered a trial program along with a discount that was more than half of what our base level membership costs. As we do with every client that enrolls, [redacted] was provided her contract including the terms of our service and a packet with multiple pieces of information regarding her membership and our matching process. We also have a full staff of Professional Matchmakers and management employed six days a week to assist our clients at any time.As our Membership Guarantee states, every client is entitled to a minimum of one introduction for every month of matchmaking time purchased. [redacted] is guaranteed a minimum of four introductions. As covered in our contract, an introduction is made when both parties approve the match offered by the matchmaker. At this point in her membership, [redacted] has received two introductions. [redacted] enrolled on June 20, 2015. After our administrative team completed her background check, our matchmaking team offered her a match on June 25. She declined due to him being bald and Catholic. On June 27, she approved her first match. She provided feedback on July 1, informing us that he was a gentleman, very nice but not active at all and not active in church. She went into detail about how important this was for her and that she wanted to "avoid another horrible date".[redacted] was contacted about a match on August 12 but he became unavailable. She accepted her second match on August 24. This match was four years younger, very active, lived in her same small town and a strong Christian. On August 1, she informed us that she would be meeting him because she knew him from [redacted]. Her Matchmaker and our staff has explained to [redacted] numerous times that we are working diligently on her behalf to find a suitable match that shares her Christian faith, is active and healthy as well as the numerous other areas of compatibility that we match on. At this time, [redacted]'s account is not eligible for a refund or cancellation. On October 7, we reached out to review her most recent match. We would like the chance to work with [redacted] to improve her experience.
Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
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 ring has already been shipped back and once my jeweler ships it back and invoices me I will be happy to send them the paperwork.
Regards,
[redacted]
As we promised, the department manager has reached out and spoken with Ms. [redacted]. We have come to a mutual resolution and have cleared up the confusion between her and our company.
I will send Ms. [redacted] a cancellation and release form to cancel the remainder of her membership and remaining balance due. Upon her return of the signed release we will cancel her balance due as requested.
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, but do have some concerns. One is this, I understand they need to inspect the rings, of course, but for what? The ring is not perfectly round at the bottom where it was sized. It's also apparent that there is still a question whether or not I will get a full refund, I still am not comfortable with that, but I will agree with the conditions as stated, and will expect a full refund upon returning the rings. I'm not happy with one thing, the assumption that a customer can cause damage like that no, a vendor can to a person's trust in humanity.
Regards,
[redacted]
I am rejecting this response because I have a copy of their contract and it clearly states up to six months not four. The contract also states if the member has a disability and able to provide a written verification from their doctor, it shall be presented to the company. I had shingles on the left side of my face and my doctor did write a letter stating this for my job. I was not given the opportunity to present this documentation. I received a call from one of their representatives approximately a week ago who would not let me speak to a manager regarding a refund. This is not been good business practice on their part and there were red flags from the beginning. Revdex.com please keep the complaint on file.
Our client's satisfaction is very important to us. We are sorry to hear that Ms. [redacted] has yet to find success through our service. We are committed to doing everything in our power to help her find success. Ms. [redacted] membership entitles her to 18 months of matchmaking service with six months of...
hold time. If she gets to the end of her membership and has not met 18 people, we will continue to work for her on a complimentary basis. It is our stated goal to present each member with a match every 3-4 weeks after receiving feedback from them. However, each member has the option of accepting or declining any match we call them with. Ms. [redacted] has declined 11 total matches that have been presented to her for varying reasons. We do not manufacture men for Ms. [redacted] to meet. We choose matches from within our pool of available members with those men who, in our opinion, most closely fit her requests. At the same time we must ensure that she most closely fits the gentleman's requests. We are a feedback based membership. This means that we communicate with our clients after each introduction and learn what we can do differently when hand selecting the next match. We are eager to resolve Ms. [redacted]' concerns. Unfortunately her account is not eligible for cancellation. However, we will have the manager follow up with her to review her concerns.
We are eager to resolve Ms. [redacted]'s concerns. When she suspended her service on June 4, 2015, we were not sent any documentation regarding a disability. However, we will issue two complimentary matches to her membership in an attempt to provide her with the best customer service possible.In a conversation had between Ms. [redacted] and her matchmaker on March 3, she accepted our offer to move forward with her two complimentary matches and went on to request meeting men in the [redacted] We will have the manager contact her to ensure that we are moving forward appropriately.