International Masters Publishers

May 19,
0pt; TEXT-AUTOSPACE: 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
*** ***
*** *** ***
*** ** ***
Re: Case ID ***: *** *** ***
Dear ***:
This letter is in response to your recent correspondence regarding ***’s Gardening Made Easy collection.
Between February 11, and March 25, 2014, we mailed three shipments to *** having an aggregate invoiced amount of $To date no payments have been received
As the agent 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 8, 2014, *** called our customer service department stating she had returned all of the shipmentsThe agent advised her no returns had been received to date and if received, we would not be able to accept their return as they were all outside of the preview period
On May 9, 2014, *** called our customer service department requesting to speak with a supervisorShe advised the supervisor she had returned all of the shipments in one box on April 14, The supervisor explained we had not received any returns and we would not be able to accept them as they were all past the preview period*** stated she would contact the Revdex.com so that she wouldn’t have to pay the outstanding balance
To date no returns have been receivedPlease note that marking the shipments RTS would not guarantee we would receive them 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
***’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,
*** ***
Director of Customer Service
cc: *** *** ***
*** *** **
*** *** ***

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 17754.
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]
[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 $45.75. 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]

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">May 29, 2014
 
Revdex.com
[redacted]
1054 Oak Street
Scranton, PA 18508
Re: Case ID [redacted]
Dear **. [redacted]:
This letter is in response to your recent correspondence regarding **. [redacted]’s Elmo’s Learning Adventure collection.
 
Unfortunately, with the information provided, we were unable to locate an account under the name [redacted].  In order to locate the account, a cr and/or the full name and address used when placing the order will be necessary.
 
Upon receipt of the additional information, we will be happy to research her issue and make every effort to resolve her concerns.
 
If I can be of further assistance, you may contact me at ###-###-####.
 
Sincerely,
           
[redacted]    
Director of Customer Service
 
cc:        [redacted]
3637 Snell AveSan Jose, CA  95136

April 8, 2014
face="Times New Roman">Revdex.com
[redacted]
1054 Oak Street
Scranton, PA18508
Re:  Case ID [redacted]
Dear **. [redacted]:
This letter is in response to your recent correspondence regarding **. [redacted]’s Gardening Made Easy collection.
Between March 19, 2013 and October 3, 2013, we mailed nine shipments to **. [redacted] having an aggregate invoiced amount of $224.62.
Regretfully, **. [redacted]’s [redacted] card was charged in error after her account was cancelled due to a system error which has been corrected. However, **. [redacted]’s [redacted] card has been refunded $26.96 for the March 21, 2014 charge. In addition, a refund check in the amount of $175.00 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 customers. I 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 $4.95 ONLY. This is where our business transaction ended. Also, 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 cards. I did not know what they were. Furthermore, it is illegal for a company that sends unordered merchandise to follow the mailing with a bill or dunning communication.

May 30, 2014
TEXT-AUTOSPACE: 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
[redacted]
1054 Oak Street
Scranton, PA 18508
Re: Case ID [redacted]
Dear [redacted]:
This letter is in response to your recent correspondence regarding **. [redacted]’ Great American Home Baking® collection.
Between September 17, 2013 and February 21, 2014, we mailed nine shipments to **. [redacted] having an aggregate invoiced amount of $188.95. To date, we have received four payments totaling $50.40.
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 weeks. In 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 them. If 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 options. The 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 $10.20.
The Best Value Option (BVO) was a promotional price offering to receive three packs per shipment and complete the collection faster. When receiving three packs at once, the price per pack remains the same and the savings is on the shipping and handling. The 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 3 and 5.
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 9 a.m. to 7 p.m. Eastern time.
On March 22, 2014, we received the return of invoice 12 and **. [redacted]’ account was credited $28.10. As a result of this return, her account was also cancelled and an outstanding balance of $110.45 remained owing for invoice 6 mailed on November 8, 2013, invoice 9 mailed on December 20, 2013, invoice 11 mailed on January 10, 2014, and invoice 13 mailed on February 21, 2014.
On March 25, 2014, **. [redacted] called our customer service department stating she had returned all of her shipments. The 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 denied. A 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 $110.45. If we can be of further assistance, I can be contacted at ###-###-####.
Sincerely,
[redacted]
Director of Customer Service
 
cc:        [redacted]
            [redacted]
            [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]

February 25, 2014
black;"> 
Revdex.com
[redacted]
1054 Oak Street                                     ...⇄
Scranton, Pennsylvania 18508
Re: Case ID: [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 discontinued. We 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 1 pack and as many as 52 packs and still enjoy the benefits of the packets that were received. Each shipment **. [redacted] received contained a variety of standalone cards that are not dependent on each other. The 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 customers. Please note that for a short time the Unforgettable Journeys DVD collection will be available to purchase as a bulk order. As we value **. [redacted] as a customer, we are prepared to offer a 50% discount to purchase the remaining DVD books to complete her collection. She 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, 2014. To place the bulk order, **. [redacted] may call us toll free at ###-###-####.
Sincerely,
[redacted]
Director of Customer Service
 
cc:        [redacted]
            [redacted]
          [redacted]

March 17, 2014
11pt; font-family: Times New Roman;">Revdex.com
[redacted]
1054 Oak Street
Scranton, PA 18508
Re: Case ID [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 collection. As a result, we mailed two shipments to her on January 14, 2014 and February 12, 2014, with an aggregate invoiced amount of $28.84.
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 account. In 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 refund. The agent explained all cancellations are processed over the phone. The 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 shipment. The supervisor explained that when she placed the order, she agreed to the terms and conditions which included the cancellation and return policies. She also advised her account was already cancelled as she requested and she was provided with the return instructions. In 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 $24.85. In the interest of customer service, she can keep the shipment in question free of charge.
**. [redacted]’s account remains closed with no outstanding balance. If I can be of further assistance, you may contact me at ###-###-####.
Sincerely,
[redacted]
Director of Customer Service
cc:        [redacted]
            [redacted]
            [redacted]

August 5, 2014
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
[redacted]
1054 Oak Street
Scranton, PA 18508
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, 2011 and January 27, 2014 we mailed 42 shipments to [redacted] having an aggregate invoiced amount of $474.16. To date we have received 40 payments totaling $451.68.
On February 5, 2014, [redacted]’s account was cancelled as requested with her payment for invoice 41, check number 2552. An outstanding balance of $22.48 remained owing for invoice 2 mailed on October 6, 2011 and invoice 42 mailed on January 27, 2014.
On March 11, 2014, [redacted] called our customer service department stating she had requested to cancel and returned invoice 42. The agent advised her account had been already been cancelled as she requested and asked her to allow up to 60 days for her return to be received.
On March 14, 2014, we received the return of invoice 42 and [redacted]’s account was credited $11.77 for this return.
We, at International Masters Publishers, pride ourselves on our products and are committed to our customers. In the interest of customer service, we have cleared the outstanding balance of $16.71 ($10.71 plus $6.00 in late fees) from her account.
[redacted]’s account remains closed with no outstanding balance. If I can be of further assistance you may contact me at ###-###-####.
Sincerely,
 
                                        ...⇄
Linda W[redacted]    
Director of Customer Service
cc:        [redacted]
            [redacted]
            [redacted]

September 23, 2014
Revdex.com
[redacted]
1054 Oak Street
Scranton, PA 18508
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 customers. Although we have not received any returns, in the interest of customer service, we have cleared the outstanding balance of $259.50 from **. [redacted]'s account. 
If I can be of further assistance you may contact me at ###-###-####.
Sincerely,
 
Linda W[redacted]    
Director of Customer Service
cc:        [redacted]
            [redacted]
            [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I refuse to pay for items I returned over 2 years ago.  It's not my fault the company (IMP) doesn't have a record of the returns.  I do not have the postal receipts from that long ago.
Regards,
[redacted]

Review: The product is offered to elementary school children as a "random prize" which I suspect everyone wins. When the product arrives it is clear only then that it is a subscription service that you are automatically enrolled. The next shipment comes very soon after, and is "conveniently" bundled with the second and third shipments to "save you shipping costs" unless you opt out. When we called to cancel, we were told that the shipment was already underway and that we would have to wait until it arrived to cancel and request a refund. When it arrived, the CSA made it very difficult to get through the process. In the end we just paid for the first shipment to avoid the hassle of return shipment and payment processing.

Additionally, we were charged a late fee on payment for the product that we were waiting to be able to return. This was deceptive. Their system should have noted that a return was pending or payment was in question...not immediately assess a fee.Desired Settlement: Make it clearer to parents when the student get his "winning prize" that this is a subscription service. Allow more time for cancellation, or require confirmation of an ongoing subscription plan before automatically shipping product.

Business

Response:

March 18, 2013

Review: see Attached document

[redacted]Desired Settlement: see Attached document

Business

Response:

March 4, 2013

Review: My wife and I started this subscription for our son. After a few months we decided that this really was not what we wanted and we cancelled the subscription. A few months later I started getting bills that I owed for multiple shipments, $76.00 worth. I contacted the company and explained that our membership was cancelled and we never received the shipments that we were being billed for, again $76.00. I tried talking with the customer service rep(who refused to transfer me to a supervisor)to get this resolved, but I was told "the computer says you owe it, so you need to pay it". If I received the books, I most certainly would of paid for them. Now the company has sent me to collections. I have tried several times to make contact with IMP to get this matter resolved and so far I have gotten no where. I did not receive the shipment and I don't think it is right that they are trying to get me for $76.00 and ruining my credit at the same time.Desired Settlement: I would like IMP to clear my account, because I never received the shipments and get the collection agency to stop harassing me. I would also like this removed from my credit report.

Business

Response:

June 18, 2014

Review: We had been receiving the magazine WildLife Explorer from IMP for a year or so and not having any problems. On June 7, 2013 I processed a payment via my [redacted] card and IMP says they have no record of the payment. They claim their systems were down the beginning of June and they can't reconcile who paid what. I sent them a photo copy of my credit card statement and they claim they did not receive that either. I've since emailed a copy of my credit card statement to them twice and they refuse to respond. It is against the law to keep client money without reconciling it to an account. My credit card company paid them so I expect IMP to refund my 33.60 or credit my account. It is quite simple.Desired Settlement: I want my payment of 33.60 reflected on my account and will then pay the balance due, excluding late fees. The late fees are adding up because they will not acknowledge my payment.

Consumer

Response:

Dear [redacted],

Please be advised the the company finally acknowledge my payment of 33.60 so I made the final payment of 11.20 and we are done! Thank you very much for your assistance!

Sincerely,[redacted]

Dear [redacted],

Review: I have been trying to contact this company to cancel my subscription to Wildlife Explorer. The website indicates that you must cancel by phone. I have called the number several times and cannot get to a customer service representative to cancel my subscription or to get any information regarding how to return the products I do not wish to receive. When you call the number, CUSTOMER SERVICE [redacted] Mon-Fri 9AM - 7PM EST, you are asked for your customer ID number. My ID number is [redacted]. After you enter your ID, they ask to verify your zip code (mine is [redacted]). The only option after that is to press 6 in order to speak to a customer representative regarding billing issues. When you press 6, you are told to hold the line and you will be connected to the next representative. Once this happens, you are switched to a load shrieking noise for a few minutes and then the phone hangs up on you. I have sent a couple of emails to the company, but they have not responded via email. Therefore I am filing a complaint with Revdex.com.Desired Settlement: I would like them to accept my return and credit my account for the last shipment they sent to me (which would be $31.10) I would also like them to cancel any further shipments.

Thank you for your help in this matter.

Business

Response:

July 31, 2013

Review: I CALLED IN ON 3/19/2013 AND CANCELED MY FREE TRIAL OFFER, THEY INFORMED ME THAT NO OTHER CHARGES TO ME. ON 4/01/2013 MY ACCOUNT WAS DEBITED 19.97. I CALLED IN ON 4/2/2013 TO SEE WHY MY ACCOUNT WAS CHARGED THE REP STATED THAT IT WAS THEIR FAULT AND ISSUED ME A REFUND. ON 412/2013 I STILL HAD NOT RECEIVED MY REFUND I CALLED IN AGAIN TO SEE WHY NOT, THE REP STATED THAT IT TAKES 10 TO 14 BUSINESS DAYS FOR THE CREDIT TO SHOW IN MY ACCOUNT BUT IT HAD BEEN ISSUED. ON 4/22/2013 MY ACCOUNT WAS CHARGED AGAIN 19.97. THE REP TELLS SHE DOES NOT SEE ANYTHING THAT WAS CHARGED TO MY CARD FOR THE 22ND, AND THE FIRST REFUND STILL HAS NOT POSTED. sHE SATED THERE IS NO SUPERVISOR BUT HER I CAN SPEAK TO.Desired Settlement: I WANT MY FULL AMOUNT OF 39.94 BACK INTO MY ACCOUNT AND ALL MY INFORMATION TO BE REMOVED FROM THEIR SYSTEM

Business

Response:

May 6, 2012

Review: they are billing me for A SERVICE I DID NOT REQUEST. ACCORDING TO THE 'FREE GIFT CLAIM CERTIFICATE' I AM REQUIRED TO PAY FOR THE FREE GIFT PACKAGE OF $3.68 WHICH I PAID ON LINE ON 7/12, ONE DAY AFTER I RECEIVED IN THE MAIL. WHEN I CALLED TO CANCEL MY FUTURE ORDERS THEY SAID I AM REQUIRED TO PAY FOR THE NEXT SHIPMENT SENT ON 7/11 OR RETURN AT MY COST. THE CERTIFICATE SAYS THAT THE NEXT ORDER WILL COME 3-4 WEEKS AFTER THE ORIGINAL ORDER. I SENT MY GIFT CERTIFICATE CLAIM FORM 6/24.IF THEY RECIEVED THIS CLAIM FORM ON 6/25 THEN THE EARLIEST THEY SHOULD HAVE SHIPPED THE NEXT PACKET WOULD HAVE BEEN 3 WEEKS OR 7/16. I CALLED AND SPOKE WITH AN [redacted] WHO WAS NOT ABLE TO RESOLVE THE SITUATION. I ASKED FOR A SUPERVISOR BUT WAS TOLD NONE WERE AVAILABLE.HELP PLEASE!Desired Settlement: DELETE THE CHARGE THEY SAY I OWE.$9.76