Improvements Catalog

We have removed [redacted] from all email & catalog marketing listsWhile all attempts have been made to prevent the catalog mailing it is possible for Ms [redacted] to receive or moreThe catalogs are prepared for mailings in advance Thank you, Melissa M***Brand Services ManagerWest Chester RoadWest Chester, Ohio 45069Desk Phone: ###-###-#### [redacted] C [redacted]

I placed an order for an outdoor pool item and after two weeks of no delivery (or communication) from Improvements, I was told them item was back ordered for another two weeksI requested a discount for the inconvenience as by the time the item arrives summer will be overI was offered a lousy 10% and received a notification the item has been further delayedVery disappointed in the lack of communication and customer service and will never order from here again

[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] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] IT IS UNDER A YEAR they never sent me anything for free within days a paid for hose went bad and they where contacted I think it was May it came then THIS COMPANY DID SEND ME A DEFECTIVE 150FT XHOSE WITH WATER PIN HOLES ON 3/31/AS DOCUMENTS THAT WERE SENT THEY REPLACED A DEFECTIVE HOSE WITH ANOTHER NEVER USES DEFECTIVE HOSE IT WAS REPORTED TO THEM WITH IN AN HOUR THEY GOT PAID FOR THE ORIGINAL HOSE BOUGHT AS A GIFT $THEY WOULD NEVER SEND OUT ANYTHING FOR FREE THEY SEND ME A DEFECTIVE HOSE AND WITH IN AN HOUR THEY TOLD ME TO BAD I AM STUCK WITH THE DEFECTIVE HOSE READ ALL THE REVIEWS ON THIS HOSE ON THEIR WEBSITE ALL NEG REVIEWS

Hello, Improvements were offering a 25% off site wide saleThere was an exclusion on the promotional banner on the website that said "selected products excluded from discounts"Online under the product it states "item is excluded from any discounts" The customer purchased the product
from Frontgate and not Improvements catalogSince the item was not purchased through the Improvements Catalog a discount cannot be applied to the order. I called the customer at number ###-###-#### and left a message with her husband on Monday, Dec14thI requested a call back at ###-###-####On Thursday, Dec18th, I called and left a voicemail on the same line with my call back numberI had not received a call back and on Friday, Dec18th left a voicemail with no call back. In summary the promotion stated that selected items were excludedOn the product it states that item is excluded from any discountWhile we do meet he requirements in the disclaimer we will use this as an opportunity to review our disclaimers and improve upon them.
Melissa M***
Brand Services Manager
Cornerstone Brands, Inc(A Division of HSNi)
West Chester Road
West Chester, Ohio
Desk Phone: ###-###-####

Hi,I had the pleasure of speaking with Mrs*** ** *** this afternoonWe are refunding her credit card for $the cost of sets of solar pathway lights - set of & the shipping paid on the order of $The credit will post to her account within business days. A gift
certificate of $will remain active and available for useWe hope Mrs*** will try out Improvements in the future. Thank you,*** *** Brand Services ManagerCornerstone Brands, Inc(A Division of HSNi)*** *** *** ***
*** *** *** ***
Desk Phone: (513)603-

Hello,
I spoke with Mr*** todayWhile *** does show the items all delivered to the billing address, we believe a mix up within *** occurredThe customer is due a full refund in the amount of $259.81.
A partial refund of $was issued on leaving a balance due
of $The credit has been issued and will post to the original payment method within business daysMr*** seemed satisfied with the resolution and has my direct contact information for further concerns.
Thank you,
*** ***

We apologize for the inconvenience that Mrs*** ***We have refunded the purchase price of the item of $and shipping costs of $If Mrs*** has any further issues she has my direct contact information. Thanks,*** ***Brand Services Manager Improvements' *** *** *** ***
*** *** *** ***
*** *** *** ***

Below are the actions taken to resolve the issue.*** *** (Supervisor) contacted Mr*** on August 26th with my contact info and left a
voicemail. She submitted refund request for $66.93, which was full
cost of item & shipping. Mr*** called me back on
August 28th,
and was very pleased with our response and commitment to stand behind our
products. I also sent him a $gift certificate and let him know
we value his business and hope he will give us another chance. He
indicated he will continue to shop with Improvements
Order *** placed April 27thonline. After delay option on May 2ndand May 6th, order shipped May 15th. Exchange processed May 08, 2014Order *** 1st replacement entered May 8th, shipped May 11th. Exchanged on June 5th, 2014Order *** 2nd replacement entered June 4th, shipped June 5th Customer returned July 21, 2015, and Returns Dept processed a GC for $(deducted $return fee). The item was out of warranty at this point. Returns followed procedure of issuing a GC.Our
return policy states: Any Item can be returned for a refund to
the customer’s credit card within daysAfter days, a gift certificate
will be issued. Shipping will not be refunded unless the item was defective
or an error on our partAll Improvements items have a one
year guarantee. Mr***’s order was year and days outside of
warranty. However, we honored the warranty and sent a Gift Certificate
even though it fell outside the guidelines. We voided the Gift
Certificate and issued a full refund back to his credit card.Thanks,*** *** Brand
Services ManagerCornerstone Brands, Inc(A
Division of HSNi)West Chester Road
West Chester, Ohio 45069Desk Phone: ###-###-####

I placed an order for some rugs on Jan 19, The order was shipped and received late January but one rug was a smaller size than ordered I called customer service and decided to keep the small rug but asked for the correct size to be re-shipped I called twice more to find out the status of that shipment since my card had already been charged for the full amount for all rug by the end of January On the web site the status of my orders was just "Shipped" but no rug received By the end of Feb I called and shipment date was supposedly Feb 18, via Priority Mail but not received and I was told they would find a tracking number and send it which they never did March 9, I received the rug via UPS, but not at the address I requested, and that customer service verified Today my credit card was charged for a second time for the rug I called again to request a refund and was told it would take several days (although they charged my account immediately) to process a refund Since then I have seen numerous online reviews complaining of long delays and difficulties with refundsI've spent at least hours dealing with this one order I'll never order from them again

[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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.
Regards,
*** ***

We are so sorry Mr*** is not seeing the posted creditAccording to our ** account a credit for $is reflecting back to the his accountWe certainly want to ensure the credit posts and Mr*** is refunded appropriatelyI have requested a way call with PP to discuss where the possible issue is. Thank you, ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.They are presenting themselves as a dishonest businessIt does say that the item is excluded from the discount that's trueIt does NOT say it in the promotional ads ALL over the internet, or even on the link under the promo on their homepageFurther, it uses that exact item as "click bait" to draw you to their website and then exclude that item from the promotionBait & switch They did not accept responsibility for this mistake and also did not offer any apology or incentive for me to shop there againFrom their response, it seems fine to them that they are losing my businessThe excuse that they can do nothing is ridiculous, they didn't event trySo no, I do not accept their response, but given the interactions I've had with their customer support and management, I am not surprised by it
Regards,
*** ***

Hello, I spoke to Mr*** this morningWe placed the order for the item cost of $Mr*** is happy with the resolution. Thanks,*** ***

Hello,
I left several messages with the customer to try and resolve without a return phone callIf the customer would like to reach out to me then I am happy to helpAs of today, I will be out of the office until 12//Thank you,
Melissa

I received a call this morning from the company at am explaining that I have received creditI checked with *** and that is correctI wish to close my complaintI asked the company to remove any future advertisements in the future from my emailExtremely poor customer serviceThey emailed me on two different occasions that I was to receive credit didn't happenedIn the last correspondence with the company they tried to tell me that couldn't check that item returned was returned on December 19th. yes, they refunded my claim, but under such standard should they get a good ratingI am not the only customer that this company had such bad dealingsCustomer service doesn't exist with this company?*** ***
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.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
I have been told over and over that I would receive creditWhen I have the credit which was to happen first time on 3-days December 21, then again Dec 30, now its the January 4, and another daysWhat am I to believe do as you say, then I will close my complaintNever again with this company

I ordered three Misfits ornaments These were outside lighted ornaments When they arrived, my year old Autistic son was so excited The first one we opened was the spotted elephant The spots were actual stickers that were on the such poor quality made merchandise that 95% of the stickers were already coming off! The other two, the airplane that couldn't fly and the train with square wheels were just awful quality, no stickers falling off If these pieces of junk were to be put outside, the first rainfall, they would have fallen apart My son was heartbroken I called Improvements right away explaining the situation and saying this junk was nothing like it looked on their website and asked how much it was going to cost me to send it back as the shipment came with a UPS return label I was told they would take care of the return shipping Well, they did not It cost me over $to receive and return this junk I will never order from this place nor recommend this place

Hello,I spoke with Mr*** todayWhile *** does show the items all delivered to the billing address, we believe a mix up within *** occurredThe customer is due a full refund in the amount of $259.81. A partial refund of $was issued on leaving a balance due of $The
credit has been issued and will post to the original payment method within business daysMr*** seemed satisfied with the resolution and has my direct contact information for further concerns. Thank you, *** ***

Hi,
The original order did not ship as expectedOnce the customer notified us we immediately replaced the order with expedited shipping*** shows the replacement order *** was delivered on 08/18/A refund for the shipping amount of $was issued on Friday, 19thThe refund
will go back to the original form of payment.I have reached out to the customer via email time and phone the customer xThe customer has not responded.
If you have any questions please feel free to reach outThanks,
Melissa M***
Brand Services Manager
Cornerstone Brands, Inc(A Division of HSNi)
West Chester Road West Chester, Ohio Desk Phone: ###-###-####