IdealShape

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

Hello, One of our advisers emailed you to ask which flavours you would like so we can arrange for them to be shipped to youPlease can you reply to the email so we can ensure this is resolved immediately Many thanks

I'm sorry to hear that you haven't yet received your refund, I can see that a refund was requested on the 31st OctoberThis should be showing back into the customers account within 3-working days. Many thanks

Complaint: ***
I am rejecting this response because: This response is not an accurate representation of the problem. I did receive a call from the company. I notified them they have complaints against them with the Revdex.com and it does not look professional for no one to even respond to the Revdex.com. I explained the extreme amount of customer service problems the company has. I explained that each time a customer calls they are put on hold and eventually hung up on since the system cannot handle any volume of call and does not offer call back. This is a problem that has to be fixed.I explained that I contacted them on facebook multiple times and no one responded to me directly in direct message from facebook. That needs to be correctedI explained that I do not think a customer should be forced to sign up for an account to be able to email them. I did do this and never received an email response. Her statement that you are forced to login to the account to see any communications from the company is unacceptable. You have the customer's email and you know this escalation has gone on a long time. Someone in that company should have taken the initiative to email me directly. No one did. She indicated the system sends auto emails but a lot of people don't get them. Well then that is an unacceptable business process and needs to be fixed. I did not receive any emails from their "system" or any employee. So stating that she showed me how to see messages is irrelevant. I should not have to do that. It is the responsibility of the company to be proactive and do everything in their power to contact an unhappy customer. Dumping the problem back on me saying I should have known that I had to log back in to their system to see any messages from them is unprofessional. They had my email and they knew their "auto email" from the system was a broken process. If it was working I would not have continued posting on facebook and calling.I explained that this whole process was unprofessional. A customer should not have to keep calling over and over to be hung up on. A customer should not have to sign up to some system just to get an email to them. A customer should not have to keep posting on facebook only to be told to call (an endless loop of problems). The facebook media mgr should have contacted me directly. The phone system should have a way to get a call back. The email system had my email address it needs to be fixed so people get the emails or a person should have taken the initiative to contact me. The web site should have accepted the discount code and free shipping codes advertised if not then that is advertising.There is a lot of work that needs to be done with this company and customer service. I do understand they are small and understaffed but that doesn't make it ok to be disrespectful to customers and not respond to them in a timely manner. The only way to grow a company is to provide excellent customer service and do everything possible to make the transaction positive for the customer. I do appreciate the phone call after my repeated attempts (at least 10) to get anyone to notice me. I don't feel confident that this problem will be fixed and the response the business gave is concerning to me. It is implying I was the problem. No, a customer is not the problem. If that process is broken you are accountable to fix it not to burden the customer with. This response is not appropriate for what happened. The appropriate response should have been:"We are sorry for all of the inconvenience we caused you. Our customers are critical to our business and we would not be growing without them. We appreciate our customers and want to do all we can to improve our customer service. We will train our social media mgr on facebook to identify problems and not just dump the same response back on customer to "call the phone number" as that is not working. We will work on improving our phone system so customers are not hung up on and will offer them an option for a call back. We will stop forcing customers to sign up for an account to communicate with them. We will provide an email for them to contact us and we will respond directly to emails in a timely manner not force customers to login to see them. We will fix our ecommerce system to ensure our discounts and free shipping codes work. "That would have been a professional and appropriate response to this problem. I am very disappointed with this response as it shows they learned nothing from conversation with me.*** ***
Sincerely,
*** ***

The returns details were sent on the 10/I've resent these tot he email address registered on the customers accountThe customer will need to check their junk/spam folder for the email. Once they have obtained the email, if they follow the instructions on how to return a full refund will be
issued once the order reaches the warehouse. Many thanks

If the customer can provide the name of the product I will certainly pass the feedback on so improvements can be looked into for the future. Thanks

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meIt was an exceptional respOmar, and I am very appreciative that she made things right
Sincerely,
*** ***

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

Complaint: ***
I am rejecting this response because:I have no emails period Why can't you just put the return information in the email to the Revdex.com so I can see it that way Whatever you need to do so I can get this back and get my money back needs to be done. I have checked my emails and junk folders all day I have no emails from your company
Sincerely,
*** ***

To Whom it May Concern,The customer's order experienced various technical issues which our IT team could not initially identifyThis caused a major inconvenience for the customer and we sincerely apologize for thatWhen attempting to replace the order we did honor the original
pricing, as we do with all replacementsWe would never charge a customer more than what they originally paid.Our last message to the customer offered instruction from our IT team as to how to get her order to finally ship and we did not receive a response from the customer.Her orders (both the original and the replacement) have now both been canceled, and no charge was taken.If there is anything else we can do please do not hesitate to get in touchThank you.Lexie

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

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

Case #: [redacted] has been handled. The customer did not see the messages that we had sent her offering to honor the sale price which she had previously seen on the website. I called her and helped her place her order with the sale price, and showed her how to locate the messages in her...

account. Thank you!

Hello,The customer received a refund on February 17th 2017. The refund reference number is [redacted]. It should not have taken this long to get a refund to her, and we are currently working with our finance team to expedite the refund process. I sincerely apologize for...

the delay in response to this complaint. I am new in this position and was not aware that there were pending complaints that I needed to respond to. Please let me know what else I can do to resolve this issue. Thank you.

I have cancelled the other two returns request and requested this again for a third time, I've checked the customers email address and it is the same as the one registered on here. We have no other issues with customers receiving emails and therefore, there should be no reason why [redacted] is not receiving them. If the customer doesn't receive the returns details for a third time by email then  we will need to post them on a signed for delivery.  Thanks

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.
Sincerely,
[redacted]

A refund for this order was issued yesterday, please allow 3-5 working days for the funds to show back in the customers account.  Thank you

To Whom it May Concern,The customer has now been added to our blacklist and should no longer receive promotional emails from our company (it may take up to 48 hours for this to take effect). We sincerely apologize for the inconvenience and are working to resolve the technical glitch that...

prevents customers from unsubscribing from our emails.If there is anything else we can do, please do not hesitate to get in touch.Lexie

Hello,Complaint # [redacted] has been settled. I spoke with Therese and confirmed that she received her refund on March 9th. She was very patient while working with our finance team to get this resolved. Her situation illustrated the importance of expediting our refund process, and she helped me see...

the need to improve our phone system as well. If there is anything else I can do, please let me know. Thank you