International Masters Publishers

April 8, face="Times New Roman">Revdex.com [redacted] Oak Street Scranton, PA Re: Case ID [redacted] : [redacted] Dear ** [redacted] : This letter is in response to your recent correspondence regarding ** [redacted] ’s Gardening Made Easy collection Between March 19, and October 3, 2013, we mailed nine shipments to ** [redacted] having an aggregate invoiced amount of $ Regretfully, ** [redacted] ’s [redacted] card was charged in error after her account was cancelled due to a system error which has been correctedHowever, ** [redacted] ’s [redacted] card has been refunded $for the March 21, chargeIn addition, a refund check in the amount of $will be mailed to her for the Overdraft fees she incurred We, at International Masters Publishers, pride ourselves on our products and are committed to our customersI would like to offer my sincerest apologies for any frustrations she has experienced If I can be of further assistance you may contact me at [redacted] Sincerely, [redacted] *** Director of Customer Service cc: [redacted] [redacted] [redacted] ***

I am rejecting this response because it is clear from the business reply card sent that I was responding to the offer that stated, "If I have a white tiger, please send my child a gift package plus bonus adventure kit" (for $4.95)Further proof of the purchase of this gift package and adventure kit ONLY was my check for $ONLYThis is where our business transaction endedAlso, their reference to "cards" is misleading because the merchandise they sent did not consist of "cards"They were sheets of paper in pamphlet form and were not identifiable as cardsI did not know what they wereFurthermore, it is illegal for a company that sends unordered merchandise to follow the mailing with a bill or dunning communication

Revdex.com [redacted] Oak Street Scranton, PA Re: Case ID [redacted] : [redacted] Dear ** [redacted] : This letter is in response to your recent correspondence regarding ** [redacted] ’s Elmo’s Learning Adventure collection On January 11, 2014, we received and processed an online order from [redacted] for our Elmo’s Learning Adventure collectionAs a result, we mailed two shipments to her on January 14, and February 12, 2014, with an aggregate invoiced amount of $ As stated on the offer, approximately every three weeks we would automatically send ** [redacted] a new Elmo’s Learning Adventure shipment that would be automatically billed to her credit card On February 10, 2014, we received ** [redacted] ’s email requesting to cancel her accountIn response, she was advised to call customer service to process her cancellation request, per the cancellation policy On February 28, 2014, ** [redacted] called our customer service department stating she had requested to cancel via email and she just received another shipment and charge and wanted to return it for a refundThe agent explained all cancellations are processed over the phoneThe agent then cancelled the account and provided her with the return instructions as well as the cancellation number [redacted] ** [redacted] requested to speak with a supervisor as she did not want to pay to return the shipment that she had tried to cancel before it was sent ** [redacted] advised the supervisor she had requested to cancel via email and the account was not cancelled and she wanted to return the shipmentThe supervisor explained that when she placed the order, she agreed to the terms and conditions which included the cancellation and return policiesShe also advised her account was already cancelled as she requested and she was provided with the return instructionsIn addition, her refund request had been submitted and it would take two days to process and three business days for her to see it on her card** [redacted] was still upset she had to pay to return the shipment and stated she would submit a complaint On March 3, 2014, ** [redacted] ’s [redacted] was refunded the amount of $In the interest of customer service, she can keep the shipment in question free of charge ** [redacted] ’s account remains closed with no outstanding balanceIf I can be of further assistance, you may contact me at ###-###-#### Sincerely, [redacted] Director of Customer Service cc: [redacted] [redacted] [redacted] ***

Revdex.com [redacted] Oak Street Scranton, PA Re: Case ID [redacted] : [redacted] Dear [redacted] : This letter is in response to your recent correspondence regarding [redacted] ’s Wildlife Explorer® collection Between September 23, and January 27, we mailed shipments to [redacted] having an aggregate invoiced amount of $To date we have received payments totaling $ On February 5, 2014, [redacted] ’s account was cancelled as requested with her payment for invoice 41, check number An outstanding balance of $remained owing for invoice mailed on October 6, and invoice mailed on January 27, On March 11, 2014, [redacted] called our customer service department stating she had requested to cancel and returned invoice The agent advised her account had been already been cancelled as she requested and asked her to allow up to days for her return to be received On March 14, 2014, we received the return of invoice and [redacted] ’s account was credited $for this return We, at International Masters Publishers, pride ourselves on our products and are committed to our customersIn the interest of customer service, we have cleared the outstanding balance of $($plus $in late fees) from her account [redacted] ’s account remains closed with no outstanding balanceIf I can be of further assistance you may contact me at ###-###-#### Sincerely, Linda W*** Director of Customer Service cc: [redacted] [redacted] [redacted] ***

August 15, Revdex.com Allison Dondero Oak Street Scranton, Pennsylvania Re: Case ID: [redacted] : [redacted] Dear [redacted] : This letter is in response to your recent correspondence regarding [redacted] ’s Gardening Made Easy collection We want to thank [redacted] for being a loyal customer, and we hope we've provided inspiration and enjoyment for her and her loved ones Regretfully, the Gardening Made Easy collection has been discontinued and no further packets will be printedWe offer our sincerest apologies for any frustration this has caused [redacted] However, we developed our series specifically so that customers can collect as few as one pack and as many as packs and still enjoy the benefits of the packets that were receivedEach shipment [redacted] received contained a variety of standalone cards that are not dependent on each other Our records indicate we have mailed out of the packets in the Gardening Made Easy collectionHowever, the remaining three packets are out of stock and unfortunately will not be reprinted We would be happy to review a list of duplicate cards that [redacted] has received She can fax the list to us at ###-###-#### or she can mail it to us at Customer Service, Plaza Drive, Montoursville, PA In the meantime, her account remains closed with no outstanding balanceIf we can be of further assistance, I can be contacted at ###-###-#### Sincerely, Linda W [redacted] Director of Customer Service cc: [redacted] [redacted] [redacted] ***

September 23, Revdex.com [redacted] Oak Street Scranton, PA Re: Case ID [redacted] : [redacted] Dear [redacted] : This letter is in response to your recent correspondence regarding [redacted] ’s Masterpieces collection We, at International Masters Publishers, pride ourselves on our products and are committed to our customersAlthough we have not received any returns, in the interest of customer service, we have cleared the outstanding balance of $from ** [redacted] 's account If I can be of further assistance you may contact me at ###-###-#### Sincerely, Linda W*** Director of Customer Service cc: [redacted] [redacted] [redacted] ***

June 27, Revdex.com [redacted] Oak Street Scranton, PA Re: Case ID [redacted] : [redacted] Dear ** [redacted] , This letter is in response to your recent correspondence regarding ** [redacted] ’s Wildlife Explorer® collection On December 11, 2013, we received and processed an enrollment certificate along with a check payment in the amount of $for [redacted] enrolling her in our Wildlife Explorer collectionAs a result, we mailed five shipments to her between December 17, and March 7, having an aggregate invoiced amount of $Copies of the enrollment certificate and payment are enclosed You will note that ** [redacted] wrote her name, address, and signed the enrollment certificate indicating she ordered the product As explained in the offer, the enrollment certificate, and subsequent welcome letter ** [redacted] received after enrollment, a new shipment would be sent to her approximately every three weeksIn addition, she was advised each shipment came with a ten-day free preview period to allow customers to review the cards before having to pay for themIf a customer decides that she would like to return her shipment or cancel future shipments, all that was necessary for her to do was contact us via our toll-free customer service number printed on each invoice On May 15, 2014, ** [redacted] called our customer service department disputing the balance on her account stating she didn’t agree to receive any additional shipmentsThe agent explained the enrollment certificate stated she would continue to receive shipments every three weeks unless she called to cancelThe agent cancelled the account and requested a copy of the enrollment certificate be mailed to ** [redacted] ; however, she disconnected the call On June 4, 2014, a letter explaining how ** [redacted] was enrolled in the collection along with a copy of the enrollment certificate was mailed to herEnclosed is a copy of the letter and a copy of the payment we received with the enrollment certificate ** [redacted] ’s account remains closed with an outstanding balance of $($plus $in late fees)If I can be of further assistance you may contact me at ###-###-#### Sincerely, [redacted] Director of Customer Service Enclosures cc: [redacted] [redacted] [redacted] ***

February 25, black;"> Revdex.com [redacted] Oak Street Scranton, Pennsylvania Re: Case ID: [redacted] : [redacted] Dear ** [redacted] : This letter is in response to your recent correspondence regarding ** [redacted] ’s Masterpiece and Unforgettable Journeys collections We want to thank ** [redacted] for being a loyal customer and we hope we've provided some real inspiration and enjoyment for her and her loved ones Regretfully, the Masterpiece collection has been discontinuedWe offer our sincerest apologies for any frustration this has caused ** [redacted] However, we developed our series specifically so that customers can collect as little as pack and as many as packs and still enjoy the benefits of the packets that were receivedEach shipment ** [redacted] received contained a variety of standalone cards that are not dependent on each otherThe information included in each packet allows her to utilize each shipment that she received We, at International Masters Publishers, pride ourselves on our products and are committed to our customersPlease note that for a short time the Unforgettable Journeys DVD collection will be available to purchase as a bulk orderAs we value ** [redacted] as a customer, we are prepared to offer a 50% discount to purchase the remaining DVD books to complete her collectionShe can purchase the available packets in bulk and in addition, shipping and handling will be free Bulk orders must be placed by telephone no later than March 12, To place the bulk order, ** [redacted] may call us toll free at ###-###-#### Sincerely, [redacted] Director of Customer Service cc: [redacted] [redacted] [redacted] ***

May 30, Revdex.com [redacted] Oak Street Scranton, PA Re: Case ID [redacted] : [redacted] Dear [redacted] : This letter is in response to your recent correspondence regarding ** [redacted] ’ Great American Home Baking® collection Between September 17, and February 21, 2014, we mailed nine shipments to ** [redacted] having an aggregate invoiced amount of $To date, we have received four payments totaling $ As explained in the direct offer, the enrollment certificate and the welcome letter ** [redacted] received after enrollment, a new shipment would be sent to her approximately every three weeksIn addition, she was also advised that each shipment came with a ten-day free preview period to allow customers to review the sets before having to pay for themIf a customer decides that she would like to return her shipment or cancel future shipments, all that was necessary for her to do was contact us via our toll-free customer service number printed on each invoice With ** [redacted] ’ first few shipments we mailed two invoices (Invoice A and Invoice B) that offered a choice of shipping optionsThe two options given were to receive one pack of recipes per shipment or our Best Value Option which offers three packs of recipes per shipment The first option was to continue receiving one pack per shipment and continue paying the regular price per pack with invoice A, for a total of $ The Best Value Option (BVO) was a promotional price offering to receive three packs per shipment and complete the collection fasterWhen receiving three packs at once, the price per pack remains the same and the savings is on the shipping and handlingThe total price for three packs is $28.10, with invoice B ** [redacted] chose to collect three packs at a time by returning invoice B with her payments for invoices and Although ** [redacted] alleges to the Revdex.com she called to cancel her account on January 5, 2014, we did not receive such phone call as our office hours are Monday to Friday a.mto p.mEastern time On March 22, 2014, we received the return of invoice and ** [redacted] ’ account was credited $As a result of this return, her account was also cancelled and an outstanding balance of $remained owing for invoice mailed on November 8, 2013, invoice mailed on December 20, 2013, invoice mailed on January 10, 2014, and invoice mailed on February 21, On March 25, 2014, ** [redacted] called our customer service department stating she had returned all of her shipmentsThe agent explained only one return had been received and also explained the return process; however, she disconnected the call On April 29, 2014, we received return of invoice 13; however, as it was well past the ten-day preview period, the return was deniedA letter notifying her of the denial was mailed Please note that marking the shipments RTS would not guarantee we would receive them within the allotted time and this is the reason why we ask customers to call to cancel and receive a cancellation code as well as a Return Authorization Number so that there is no confusion ** [redacted] ’ account remains closed with an outstanding balance of $If we can be of further assistance, I can be contacted at ###-###-#### Sincerely, [redacted] Director of Customer Service cc: [redacted] [redacted] [redacted] ***

June 18,
">Revdex.com
*** ***
Oak Street
Scranton, PA
Re: Case ID ***: *** ***
Dear ***:
This letter is in response to your recent correspondence regarding ***’s Elmo’s Learning Adventure collection
Between December 8, and June 1, 2012, we mailed seven shipments to *** having an aggregate invoiced amount of $To date, we have received one payment in the amount of $
As explained in the offer, the enrollment certificate and the welcome letter *** received after enrollment, a new shipment would be sent to him approximately every three weeksIn addition, he was also advised that each shipment came with a ten-day free preview period to allow customers to review the sets before having to pay for themIf a customer decides that he would like to return his shipment or cancel future shipments, all that was necessary for him to do was contact us via our toll-free customer service number printed on each invoice
On June 19, 2012, ***’s shipments were held due to nonpayment and payment reminders were mailed to him between June 28, and December 28,
Although *** alleges he called to cancel his account and later called to state he didn’t receive the shipments, we have no records of any communication from him
***’s account remains closed with an outstanding balance of $($plus $in late fees for invoices to mailed between January 26, and June 1, If we can be of further assistance, I can be contacted at ###-###-####
Sincerely,
*** ***
Director of Customer Service
cc: *** ***
*** *** ***
*** *** *** ***

[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 ***, and find that this resolution is satisfactory to me. Regards, *** ***

July 2,
face="Times New Roman">Revdex.com
*** ***
Oak Street
Scranton, PA
Re: Case ID ***: *** *** ***
Dear *** ***:
This letter is in response to your recent correspondence regarding *** ***’s Elmo’s Learning Adventure collection
Between September 23, and May 12, 2014, we mailed shipments to *** *** having an aggregate invoiced amount of $To date we have received payments totaling $(payment includes $in late fees)
Upon receipt of *** ***’s Revdex.com complaint, in which she states she faxed the requested documentation, we reviewed our records and found she faxed a copy of the bank statement on March 18, 2014; however, the fax did not include her name, address, or her crThe faxed statement was for a payment in the amount of $89.37, which had already posted to her account on February 24, Please note that due to an unforeseen system issue, there was a delay in posting her May 22, payment in the amount of $However, we have applied this payment to her account
We, at International Masters Publishers, pride ourselves on our products and are committed to our customersI would like to offer my sincerest apologies for any frustrations *** *** has experienced
*** ***’s account remains open with an outstanding balance of $for invoices to mailed between March 31, and May 12, If I can be of further assistance you may contact me at ###-###-####
Sincerely,
Linda W***
Director of Customer Service
cc: *** *** ***
*** *** ***
*** *** ***

September 10,
ideograph-numeric; tab-stops: .5in 1.0in 1.5in 2.0in 2.5in 3.0in 3.5in 4.0in 4.5in 5.0in 5.5in 6.0in 6.5in 7.0in 7.5in 8.0in 8.5in 9.0in 9.5in 10.0in 10.5in 11.0in 11.5in 12.0in 12.5in 13.0in 13.5in 14.0in 14.5in 15.0in 15.5in 16.0in">Revdex.com
*** ***
Oak Street
Scranton, PA
Re: Case ID ***: *** ***
Dear *** ***:
This letter is in response to your recent correspondence regarding *** ***’s Masterpieces collection.
Between June 15, and August 2, 2012, we mailed shipments to *** having an aggregate invoiced amount of $To date we have received nine payments totaling $
As explained in the enrollment certificate and subsequent welcome letter *** received after enrollment, a new shipment would be sent to him approximately every three weeksIn addition, he was also advised that each shipment came with a ten-day free preview period to allow customers to review the shipments before having to pay for themIf a customer decides that he would like to return his shipment or cancel future shipments, all that was necessary for him to do was contact us via our toll-free customer service number printed on all of our materials
On August 19, 2012, ***’s shipments were held due to nonpayment and ten payment reminders were mailed between August 22, and June 8,
On October 4, 2012, we received ***’s email stating he wanted to return the unpaid shipmentsIn response, he was advised we were unable to accept the return of any shipments outside of the preview period and if returned, he would be given the option to have the shipments mailed back to him
On December 28, 2012, we received ***’s letter stating he would pay as soon as he was able.
On April 12, and May 24, we received ***’s emails stating he was having financial difficulties and would pay as he couldIn response, he was advised we would notate his account of his intended payments and he could send small monthly payments if he didn’t have the balance in full
On June 11, 2014, we received ***’s email stating he had returned some shipments and would return moreIn response, he was advised no returns had been received to date and if received, we would not accept them as they were all well past the preview period
On June 12, 2014, we received ***’s email once again stating he had returned shipments months ago and would not payIn response, he was advised to call customer service to verify which shipments were returnedHowever, *** did not call as requested
On September 3, 2014, we received ***’s email stating he returned the unpaid shipments and would not pay the outstanding balanceIn response, he was advised no returns were received and to send us a copy of the postal receipt with tracking information so that we may review it
Please note that to date no returns have been receivedOnce we receive ***’s postal receipt, we would be happy to review his account
In the meantime, ***’s account remains closed with an outstanding balance of $($plus $in late fees) for invoices to mailed between March 29, and August 2, 2012. If I can be of further assistance you may contact me at ###-###-####
Sincerely,
Linda W***
Director of Customer Service
cc: *** ***
** *** ***
*** *** *** ***

[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 ***, and find that this resolution is satisfactory to me. Although, part of what the bussiness is saying is untrue, about what payments they needed, and what they told me when I called about what I owed money on is also incorrect...in the end this was the right thing by them cancelling and clearing my account, as I was honest and I did not owe them any money. I canelled because we are looking at moving and was planning on ordering again after we moves as my children really liked these animal cards, so that is also disappointing! Now, I will never order from them again! Thanks for your help with this matter, I really appreciate it! I was very stressed out by this whole ordeal, with being threatened to be turned into collections, as I pride myself on having all of my bills payed on time and not owning anyone money. Thanks again!
Regards,
*** ***

April 11,
Revdex.com
*** ***
Oak Street
Scranton, PA
Re: Case ID 9993115: *** ***
Dear ***,
This letter is in response to your recent correspondence regarding ***’ Gardening Made Easy collection
On January 14, 2013, we received and processed an enrollment certificate for *** *** creating an enrollment in our Gardening Made Easy collectionAs a result, six shipments were mailed during the time period of January 24, and July 16, 2013, having an aggregate invoiced amount of $To date we have received four payments totaling $
As explained in the offer and subsequent welcome letter *** received after enrollment, a new shipment would be sent to her approximately every three weeksIn addition, she was also advised that each shipment came with a ten-day free preview period to allow customers to review the shipments before having to pay for themIf a customer decides that she would like to return her shipment or cancel future shipments, all that was necessary for her to do was contact us via our toll-free customer service number printed on all of our materials
On May 3, 2013, *** called our customer service department requesting to cancel her accountThe agent offered a temporary two month hold instead of cancelling and *** agreedAccordingly, shipments resumed in July
On September 3, 2013, *** called our customer service department stating she wanted to process a payment and to cancel her accountAs requested, her account was cancelled and an outstanding balance of $remained owing for invoice mailed on April 24, and invoice mailed on July 16, *** stated she only owed $for the recent shipmentIn an effort to assist her, the agent attempted to verify if she received cards from the shipment in questionHowever, the call was disconnected
*** called back requesting to process a payment and asked the agent to look into her balanceThe agent advised her balance was $and explained which shipments were outstanding*** insisted she does not owe for the shipment mailed in April and she paid for all of the cards she receivedThe agent attempted to verify cards in her collection to confirm if she received the shipment in questionHowever, *** refused and stated she would send a copy of her checking account instead. Per her request, the agent processed the payment for invoice in the amount of $In an effort to assist ***, the agent once again offered to verify cards and *** eventually agreed to call us back when she had the card collection with her
Although *** alleges she requested to cancel her account in 2010, her account was not created until January
We, at International Masters Publishers, pride ourselves on our products and are committed to our customersIn the interest of customer service we have cleared the outstanding balance of $($plus $in late fees) from her account
***’ account remains closed with no outstanding balanceIf I can be of further assistance you may contact me at ###-###-####
Sincerely,
*** ***
Director of Customer Service
cc: *** ***
** *** ***
*** *** *** ***

[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 ***, and find that this resolution is satisfactory to me. I am VERY pleased with this response. Many thanks to the Revdex.com and to IMP for helping me resolve this matter
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: IMP did not specify what needed to be included on my bank statement They just stated they needed a copy faxed to them I even emailed them back after I faxed it If there was an "unforeseen problem" with payments being posted, this needs to be communicated to the customer However, it is still an uneasy feeling to know this "unforeseen problem" has happened twice in less than six months How can I, as a customer, feel confident in knowing my future payments will not be lost again?
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: ***I am rejecting this response because:I did not receive these shipment's and will not pay for themI will not allow your company to rob me or bully me into paying for books I never receivedIf this is how you handle these disputes I will be sure to let everyone I know from my fellow members of the PTA all the way to complete strangers on the street. This is completely unethical and immoral to ask some to pay for merchadise NEVER receivedAND FYI: I DID CALL AND CANCEL THIS ACCOUNTOBVIOUSLY YOUR INCOMPETENT SALES PEOPLE DID NOT DO THEIR JOB CORRECTLY*** ***

August 5,
">
Revdex.com
*** ***
Oak Street
Scranton, Pennsylvania
Re: Case ID: ***: *** ***
Dear *** ***:
This letter is in response to your recent correspondence regarding *** ***’s Great American Home Baking collection
We want to thank *** *** for being a loyal customer, and we hope we've provided inspiration and enjoyment for him and his loved ones
Regretfully, the Great American Home Baking collection has been discontinuedWe offer our sincerest apologies for any frustration this has caused *** ***However, we developed our series specifically so that customers can collect as few as one pack and as many as packs and still enjoy the benefits of the packets that were receivedEach shipment *** *** received contained a variety of standalone recipe cards that are not dependent on each otherThe information included in each packet allows him to utilize each recipe that he received
On June 12, 2014, *** *** called our customer service department inquiring on the collection being discontinuedHe was advised a limited number of packets were available to purchase in bulk, as some packets were out of stock and would not be reprinted*** *** insisted he wanted all of the packets in the collection and requested to speak with a supervisor
*** *** advised the supervisor he wanted the complete collection, and the supervisor explained he would submit a request to see if any of the out of stock packets had become available
On July 23, 2014, *** *** called our customer service department inquiring about missing cards. The agent requested the missing cards be sent to *** ***, and according to our records they were mailed on July free of charge. At the time of this call, *** *** also inquired about the Close-Out sale for the remaining packets in the collectionThe agent advised him there were packets available and placed the order as requested*** *** stated he would mail a check payment, and the agent advised that no packets would be sent until payment was receivedTo date, we have not received this payment for his order
We, at International Masters Publishers, pride ourselves on our products and are committed to our customersAs we value *** *** as a customer, in the interest of customer service we mailed five of the remaining packets to him on July 24, free of chargeThe *** tracking number for these packets is ***
Sincerely,
Linda W***
Director of Customer Service
cc: *** ***
*** *** ***
*** *** *** ***

June 26,
Revdex.com
Allison ***
Oak Street
Scranton, PA
Re: Case ID ***: *** ***
Dear ***:
This letter is in response to your recent correspondence regarding ***’s Elmo’s Learning Adventure collection
We, at International Masters Publishers, pride ourselves on our products and are committed to our customersIn the interest of customer service, I have cleared the balance of $from ***’s account as he insists he didn’t receive the shipments in question
***’s account remains closed with no outstanding balanceIf we can be of further assistance, I can be contacted at ###-###-####
Sincerely,
*** ***
Director of Customer Service
cc: *** ***
*** *** ***
*** *** *** ***