iWorld Accessories

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

 We bought 3 different scanners. At first we bought a scanner you didnt support and didnt like it, We then bought the one you do support and it didnt work half way through our warehouse so we sent it back where we purchased it and the recommended the same exact line as the one you support only difference was it had a longer range and you wont give us the time of day for support because its not the exact model you support. The model you support we did buy and it didnt work. Your company is no company Id recommend to anyone and this is why the complaint has been filed. I am out not only $500 to your company but another $1500 in an IPAD I dont want or need and 2 other scanners we purchased that we cannot return. If you were a honorable company with a spine you would have the decency to offer us a refund seeing as how you are not out anything and you cost me $2000+ dollars and wasted tons of my time trying to make your garbage product work. 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hi Revdex.com, I've taken a look at the case and concluded the following: This merchant requested a bank change due to fraudulent activity on her account. The bank change was then delayed because we did not receive a complete bank change request form. Our Payment team chased up the bank...

change request form several times and subsequently received it on 04/**. The bank change was then completed before 05/02.  Unfortunately, the change was completed too late for it not to delay the deposits from 04/**, 04/**, 04/** and 04/**. The funds were held by our Payments Team after the bank rejected them. Once the bank change was completed, all of the funds cleared and were sent by 02/**.  Regards PatrickShopKeep Customer Support

p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545; min-height: 14.0px} li.li1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545} ul.ul1...

{list-style-type: hyphen} Hi [redacted],   This is Patrick from ShopKeep Customer Support. I understand that my colleague Zack (the Director of Sales) has already replied to you directly but I will summarise his points below:   Colin mentioned the card reader you would be receiving for free is the type that plugs into the Ipad and only accepts swiped cards. He mentions a reader costing $299 because that’s the one you originally spoke about that is no longer being charged. We provided the $99 card entirely free to help you out. He apologized for the fact that you experienced some technical issues during the 2nd session. For the first session, which began at 12:07 PM EST, and finished at 1:00 PM EST Allen told you that Jen would be calling back, but did not provide a time as he does not know her schedule. During 2nd session, which began at 2:58 PM EST, all that was mentioned was that you didn't get a call back from Jen. As Zack mentioned, Allen didn't provide a time frame as he does not know Jen's schedule. That being said, Zack didn’t see any other texts for support requests. Jen was then able to give you a call shortly after when she was able to.  As for the calls in to Colin, Zack found one late in the day on Thursday and 1 late in the day on Friday. He apologized that Colin wasn't able to give you a call back however you had 24/7 support (email, text, chat on the website) in order to help you. You did also receive an email from Jeff, your ShopKeep Expert, that explained he was your new point of contact. Being that Colin works off of appointments he was unable to get you a call back before the holiday weekend. Unfortunately with the timing of everything that means you went the weekend without a response, but we did have our support team staffed in order to help. The reason why we delegate responsibilities the way we do is so you can get the appropriate help when Colin is not able to pick up the phone to speak with you, and in this case you had the ability to schedule an appointment with Jeff, and you also had the ability to get in touch with our support staff in 3 different ways. I understand that one of them is not a phone call, however Colin did explain we have 24/7 support which is accurate.  Zack also said that he wished your first couple of experiences had gone better, however he did not feel that those particular instances warranted a refund of the subscription that had already been paid. Zack sincerely apologized for your frustrations and recommended that you schedule time with Jeff to go over how the Software will work for your business so you could begin to utilize it in time for your opening in June.    For your reference, I have also attached a copy of the recorded Sales call between Colin and [redacted] that Zack used to investigate your original complaint.   With reference to the printer issue, your Point of Sale Specialist emailed a list of printers and I understand that you purchased one of the printers outside of ShopKeep which unfortunately came with a USB connector that was later determined to be incompatible with ShopKeep.    After investigating what steps were taken from that point, I found that Alex, one of our supervisors said he would provide you with free Premium Support (normally $30 p/month), would bring forward your ShopKeep Expert time slot and allow you to return the iDynamo card swiper and give you $100 off a card reader of your choosing. In addition, we gave you a 50% discount on the Bluetooth printer which you subsequently purchased through ShopKeep (saving $199.50) and provided you with free overnight shipping to expedite the delivery (normal price $38.12).The list of printers we sent were the following:  p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #e4af0a} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545; min-height: 14.0px} span.s1 {color: #454545} span.s2 {text-decoration: underline ; color: #e4af0a} [redacted]
*
[redacted]
*
[redacted]
*
[redacted] We didn't suggest at any point purchasing a USB printer in the original email but despite you purchasing one from another company, we still gave you a 50% discount off the price of our Bluetooth printer, expedited your delivery, provided free Premium Care and offered to bring forward your ShopKeep Expert appointment.  After reviewing the details of your complaint, I do not feel that we acted unreasonably or in an unfair manner. Based on the level of service offered, I do not feel that is justified for us to provide a refund in this instance. Regards PatrickShopKeep Customer Support

Greetings, Unfortunately there is no new information I can provide here. As previously stated, we do not control the funding when the credit card processing is not done through ShopKeep Payments. We also only work with the merchants directly and work as little as possible with 3rd Party Processors. Again, as this was not an issue with SK, the most I can offer is a free month of service for the back and forth as a token of good faith. We unfortunately cannot provide a refund for all services/hardware based on this issue. Kind Regards,IvanCustomer Care Manager

p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545; min-height: 14.0px} Hi Revdex.com,    I have investigated all of the issues outlined in the merchant's complaint.  ...

Due to the experience the merchant has experienced, we received a management exception for a hardware return which totalled $730.15. In addition, we have also approved a management exception to refund $605 (their annual service fee) for lack of use.    The account has now been terminated with no outstanding balance remaining.    We apologize for the difficulty the merchant had trying to get back in contact with us and for their overall experience whilst trying to get their account set-up.   Regards   Patrick ShopKeep Customer Support

Hi Brian/Revdex.com,This is Patrick from ShopKeep Customer Support.I'm sorry that you had issues trying to cancel your account after you found out about the price increase.As a gesture of goodwill, we will be offering you an extra refund of $11.13. As part of your termination, we already provided a refund...

of $57.87 so this second refund will cover your full $69 monthly payment. Please let me know if there's anything else you need me to look at.RegardsPatrickShopKeep Customer Support

Hi [redacted], This is [redacted] from ShopKeep Customer Support, I'm very sorry to hear that you had such an ordeal trying to update your bank details. I've investigated the route cause of this issue with our Payments Team and it appears that a policy change was what lead to the confusion about...

whether an electronic signature would be sufficient. The updated policy means that we do in fact require a written signature.  I sincerely apologize for the inconvenience that this change caused and the overall delay to your funding. Our Payments Team have confirmed that the final delayed deposit ($767.55) should have cleared successfully and due to your experience, they offered you a goodwill gesture of $118 which I can see you accepted.  The bank change has now been completed and we appreciate your patience throughout. We hope that you have a smooth experience using our App from this point onwards. Regards. [redacted]ShopKeep Customer Support

p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 11.0px Helvetica; color: #000000; -webkit-text-stroke: #000000} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 11.0px Helvetica; color: #000000; -webkit-text-stroke: #000000; min-height: 13.0px} span.s1 {font-kerning: none} Greetings,   My apologies...

for the delay in the initial response. First and foremost I would like to apologise on behalf of ShopKeep for any inconvenience we may have caused [redacted]. At this time we are unable to offer any refunds to [redacted] is still using shopkeep and it seems that any gift card issues he may have had have been resolved. If this is not the case we are more than happy to resolve the issue for [redacted] and if we cannot and he is unable to use the Gift Cards, after effective troubleshooting from our Customer Care Team, I will happily issue him with a refund of $580.    In terms of the refund of the hardware, we are unable to accept or refund this as the hardware is older than 30 days. However, my hope is that [redacted] can document in this Revdex.com complaint all the outstanding issues he may have and I will gladly assist him in solving them and ensure our ShopKeep system is working optimally for [redacted] and his store.    As for the contract, at this time we are unable to terminate the contract with [redacted] as he agreed to sign a 12 month contract at a reduced monthly rate. I have attached the contract that has been signed for the business [redacted] has, Peppypotamus.    As mentioned previously, I am more than happy to work with [redacted] to resolve any and all outstanding issues to ensure that his continued stay with ShopKeep is a more pleasant one.    Kind Regards, Ivan De V[redacted] Senior Customer Care Manager // Revdex.com POC

p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545; min-height: 14.0px} span.s1 {text-decoration: underline} Hi Revdex.com,    I have investigated all of the issues outlined...

in the complaint and concluded the following:   This merchant signed a Hardware As A Service contract (attached) but then asked to switch to their own Credit Card processor. Due to the terms of their contract, switching processors was not an option available to them.  They then asked to completely cancel their agreement but were reminded that they had committed for 12 months.    We then emailed again on 04/** and told the merchant that they need to add an active credit card in order to cover their early termination fee and the outstanding account balance.    There is an account balance totalling $460 which has not been paid and we have suspended their account as a result.. Due to the balance, we will not stop emailing the merchant until it has been cleared.    The merchant agreed to the terms of the contract when they signed up originally so unfortunately we will not be able to offer any form of refund. There is a $500 Early Termination fee per bundle so because this merchant ordered two bundles, their fee totals $1000. In addition, if the merchant decides not to return the hardware there is a separate charge for each non-returned bundle.  We have made the merchant aware of all fees, why they apply and her options for resolution. The merchant advised us that she cancelled her card to avoid any further payment to ShopKeep. We will not be providing return labels until they have paid off their account balance and their early termination fees.   Regards   Patrick ShopKeep Customer Support

p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545; min-height: 14.0px} Hi Revdex.com,    I have investigated all of the issues outlined in the complaint and concluded the...

following:   Hank (the Sales person) called the merchant after he was made aware that they required support. However, I can see that the merchant had  the set-up was not something our Sales Team would have assisted with. When the merchant signed up for [redacted], there was no set-up service available so we would have recommended that they use the [redacted] Support website.    I am unable to substantiate the merchant’s claim that a dormancy option was offered for [redacted]. There has never been a dormancy option for that system so I would be surprised if it was mentioned by Hank. Our ShopKeep application has the option to put an account into dormancy so I think there may have been some confusion when discussing the two systems. We apologize for any misunderstanding between our Sales Team and the Merchant when discussing the two alternative systems.  Due to the issues outlined by the merchant, our Management Team have offered a $400 goodwill gesture subject to the closure of this Revdex.com case. If the merchant wants to go ahead, we can arrange for the refund to be sent to their bank account.  Regards   Patrick ShopKeep Customer Support

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because;;
 
 You can have any policy you want but , if you call center does not have enough people to pick up the phone in 20 minutes in many tries, then you need to extend your returns.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This company just keeps repeating themselves and irritating the situation even more. I told you once and Ill say it again, We did buy the scanner you recommended and it did not work through 50% of our warehouse which is only 100ft long so we then purchased another model (recommended by same company that had a 300ft range) and it worked throughout the entire warehouse but your software didnt communicate properly or something because numerous scans a day were missed.  The scanner your employees told us would work with our warehouse didnt reach half way through it. We had also mentioned we were mmoving to a much larger warehouse before buying the recommended scanner. Im tired of getting nowhere, if you were a decent human being you would refund me a partial on the 1 year I paid for. I never was able to use your software and what you recommenced and Im out $2000+. Your company lost nothing besides a client because you lied about the capabilities of what you are selling. 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 I will accept the 69.00 credit...I'm still not very happy with the way shopkeep dealt with this issue!!! it's was played off like I was supposed to know that I could do the end of the year inventory report when every year that shopkeep has been operating it has been shopkeep that had to do the end of the year report. Reasoning behind this is that shopkeep had not yet found a way for individual businesses to print the report them selves. I still think it's messed up that that I was informed by customer service that I still had to weight for them to print it off when I called the first week of January. Weeks later I still had no end of the year inventory report as promised from shopkeep, months later I was told they simply will not do it, with no explanation at all!What I got from shopkeep was a bunch of **, they said that Shopkeep printed off end of the year inventory reports as a "courtesy" but again the reason that shopkeep had to print it off the end of they year inventory report for their retailers was because they had not figured out how retailers could do it themselves!!! it's what ShopKeep calls a "work around" another way of saying they [redacted] it and it is partly working.Just like when retailers put multiple items up with variants, yes this makes it easier but again its [redacted], there's not way to print sku labels...yet again, ShopKeep says here's the work around which is super time consuming and almost all of the shopkeep employees do Not know how to do it!!! On top of all this Shopkeep has raised their rates from 49 per month to 70 per month for "new improvements" that half way work...I don't think that ShopKeep should raise the rates until everything works properly. They offered their "Loyal Customers" some pay up front program to lock in their rates for 2 years, I'm pretty sure that if Shopkeep cared about their "Loyal Customers"...the ones that stuck through all the times the network went down or weighting for updates that made sense, you know the people that really made ShopKeep what it is today by relaying information about how to improve the "customer experience" those "Loyal Customers" would get a rate that is locked in at 49.00 for the lifetime of the store with out having to pay up front for 2 years...Kinda Like a cell phone company. And who know what they will raise their rates in another two years! ShopKeep has lost sight of what was important, great customer service, affordable POS system and fully improving the customer experience with out complicated "Work Arounds"I used to really like ShopKeep and refereed friends businesses to use ShopKeep now if people ask what I use I just say and I-pad. If things don't change soon I will be looking for a new POS system.  I'm sure shopkeep doesn't care if they lose me as a customer but if they lose enough customers maybe they will. and for the people reading this I would look around for a better POS system and don't believe what ShopKeep is trying to sell you because most of the sales associates will tell you anything to get you stuck in their system. one last thing, as far as ShopKeep helping me print the end of the year inventory reports all they did was send me directions with no support at all, I have only gotten half way and now not sure what to do...stuck again with terrible customer support
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted], I completely understand your frustration, but we do hold to our agreement. At the time you signed up, there were several payment options available. One of them was the $59.00 a month plan with no agreement or contract. You chose our pre-paid heavily discounted plan at $490.00 for the year....

As per our Billing Policy, this pre-paid amount is nonrefundable. [redacted] On January **, you agreed to the discounted rate. Two months later, you contacted us to terminate the account. However, because you’ve prepaid for our service, you are still able to use it until the one-year agreement ends. This means you will have full access to our register software, BackOffice reporting and 24/7 customer service via phone and email. Sincerely, Laura

[redacted], We have attempted to contact you several times in the past few weeks but were unable to do so. Because you were declined for the lease of equipment, we will terminate your account and refund 100% of what you have been billed. Thanks so much for trying out ShopKeep. Summer

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 and the matter has been resolved.
Sincerely,
[redacted]

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 and the matter has been resolved.I HAVE ALL EQUIPMENT IN THE ORIGINAL PACKAGING NEVER OPENED AND I HAVE RECEIVED THE LABELS FOR THE RETURN.  I WILL RETURN THEM AT ONCE. THANK YOU
Sincerely,
[redacted]

[redacted],I understand the frustration you have experienced while getting set up with ShopKeep. At ShopKeep, it is our goal to make sure we provide our merchants with world class support and honest product information so you can rest assured you are making the right decision in choosing us as your...

Point of Sale solution. When you were deciding on hardware with your Point of Sale Specialist, Colin, and ShopKeep Expert, Troy, you made both of them aware of the size of the warehouse you were operating so they could assist you in choosing the right hardware. Label scanning was an important factor to you, as well as having a scanner that could read labels at a distance of 300 feet or greater. After you inquired about what our scanners could support, you were told it’s possible to use another scanner but we cannot support or troubleshoot a device we do not sell. You elected to purchase a Socket CHS 7Di 1D Imager, which is a scanner we do not offer on our store site, [redacted]. While we sell Socket brand scanners, we do not offer this particular model or any imagers. You reached out to our Customer Care team after having issues being able to scan your labels on in April 2016, and were told you were using an unsupported label size and brand, which may be causing your issues. You reached out a few times after continuing to have issues being able to scan labels effectively, and it was determined by our Support team that you were using an unsupported scanner, and you were notified we couldn’t continue to support troubleshooting this issue. You expressed concern over this, and mentioned cancelling your account. When you signed up for ShopKeep, you selected our one-year prepaid plan which was a verbal agreement with your Point of Sale Specialist. A refund for service and hardware could not be offered to you in accordance with our Hardware Return Policy ([redacted]) and Merchant User License Agreement ([redacted]).I understand the importance of being able to operate your warehouse along with your Point of Sale, and how this has been a frustrating experience for you. ShopKeep is certainly capable of operating in this type of business environment, given supported hardware is used in conjunction with our software. The prepaid service is non-refundable and the hardware is outside of the 30-day return policy. Because of this, we will not be refunding you for your hardware or software subscription.Best,MarilisaShopKeep Customer Care

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

 You can say there was an email. I never got it. Putting that short of a window and not having enough people to pick upyour phones makes it you fault. I can give you a ten day window and then put you on hold 4 calls in a row for 20 mins for days... nice con...
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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 and the matter has been resolved.
Sincerely,
[redacted]