Keep

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
All of my money has been returned to me and for that I am satisfiedI am not, however, satisfied with the business' explanation and reasoning for what happenedIt is not ok for keep.com to double charge customers for purchases even though one charge is considered a holdIt still makes my funds unavailable to me until the hold falls off and I never knew that this was their (horrible) practice and I never gave keep.com permission to charge my card twiceI only made one purchaseI am not satisfied unless keep.com changes their purchasing policies and procedures so as to not double charge customers for their ordersIf this policy is not changed then keep.com must very clearly state on their website that purchases will result in two charges: an authorization for the full purchase price, and then a second charge for the full purchase price once the order has been fulfilledThis information did not appear anywhere on their website when I made my purchasesI also completely disagree with the company's statement that this is typical e-commerce practiceI have been shopping online for over ten years and have never ever experienced this problem with a financial transactionAt the very least keep.com needs to update their website and clearly explain their purchasing policy and proceduresIn my case, had that information been available to me I would not have made my purchases (as I never wanted my credit card to be charged over $1,000)
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

The orders and financial transactions in question originated on April **, The customer placed two orders using our shopping service that dayOne at 12:AM (I will refer to this as
order #1) and another at 12:AM (I will refer to this order as order #2)Order #- 12:AM: Order #totaled to $and contained a single dressOnce the order was placed the customer's card was pre-authorized for $This is the common and expected practice with ecommerce - as we need to verify the card provided is valid and has enough balance before we begin fulfilling the orderAuthorizations are finalized into charges once we complete the customer's orderIt turned out the dress in the order had recently been put on backorderAt this time we reached out to the customer to update them, give them the new predicted shipping time, and we gave her the option to proceed with the order or cancelShe opted to cancel the orderSince we had not fulfilled her order or finalized her authorization it was voided on 4/** and we sent her a cancelation notification via emailNo actual charge was processed for this orderOrder #- 12:AM: Order #totaled $at checkout- the order contained dressesOnce again her card was pre-authorized once checkout was completed to validate the cardWhen processing this order we found one of the dresses was recently out of stock, and not available for Keep to put on backorderIt is our practice to always move forward with available items in situations like this to ensure other purchased products do not go out of stock while we inform the customer of the item that is not availableWe only charge customers for fulfilled products, so we could no longer finalize the $authorization since it contained an item we could not send the customerInstead we voided the original authorization of $and then charged her $for the dresses she was still gettingWe then 1) notified her about the issue with the one dress, 2) provided her with a new, updated order confirmation and 3) we let her know what sizes the dress was available in and gave her instructions for how she could purchase the item at a later date if another size would workAt this point the customer replied requesting that the whole order be canceledWe always do our utmost to cancel orders if a customer requests it, but it is very difficult to successfully cancel an order once it has been fully processed and the customer has been chargedWe were able to get the fulfilled items canceled, but once we've requested to cancel a processed item we need to wait for official confirmation from the vendor that the order was canceled and not shipped before we can process a refundWe received official word that the cancellation was successful on 4/** and we processed a full refund of $on that dateThe customer was notified of the refund via email on 4/** as wellAt this time all of the customer's orders on Keep have been canceled, all authorizations have been voided, and all successful charges have been refundedI am more than happy to provide the Revdex.com with all of the documentation on this order to support my statement if necessaryThanks and have a nice day

Review: On 4/**/15 I made two online purchases at keep.com for $170.56 and $341.28 ($511.84 total). However, my credit card received the following charges: $1, $170.56, $342.78 and $513.42 ($1027.76 total). First, there are discrepancies between what was shown when I made my online purchases (as seen in my Order History) and what charges actually appear on my credit card statement ($341.28 vs. $342.78). Second, my credit card was charged an additional $513.42 that I did not authorize and for purchases I did not make (and my total purchase amount is $511.84). When this was brought to keep.com's attention they explained that it is their policy to first authorize your method of payment for the full amount of your purchase and then charge your card a second time for the full amount of your purchase once the order is confirmed. I find this to be a highly deceptive billing procedure as no where on the keep.com website does it explain to consumers that their method of payment will be charged twice for the full amount of their purchase, even though the first charge is only considered an authorization or hold. I also have complaint with this practice because I only authorized keep.com to charge my card for the purchases I made and never to hold additional funds from my account. Had this been a debit card connected to my bank account rather than a credit card the results would have had a significant negative impact on my personal finances. If I had used a credit card with a low available balance the authorization charges could have diminished my amount of available credit thus rejecting the second charge (and not allowing me to purchase the items) or causing me to go over my credit limit and possibly incurring a fee from my credit card company.Desired Settlement: I am filing this complaint to expose keep.com for their deceptive billing practice and to ensure that I receive a full refund for any items purchased once they are received and returned.

Business

Response:

The orders and financial transactions in question originated on April **, 2015. The customer placed two orders using our shopping service that day. One at 12:00 AM (I will refer to this as order #1) and another at 12:22 AM (I will refer to this order as order #2). Order #1 - 12:00 AM: Order #1 totaled to $170.56 and contained a single dress. Once the order was placed the customer's card was pre-authorized for $170.56. This is the common and expected practice with ecommerce - as we need to verify the card provided is valid and has enough balance before we begin fulfilling the order. Authorizations are finalized into charges once we complete the customer's order. It turned out the dress in the order had recently been put on backorder. At this time we reached out to the customer to update them, give them the new predicted shipping time, and we gave her the option to proceed with the order or cancel. She opted to cancel the order. Since we had not fulfilled her order or finalized her authorization it was voided on 4/** and we sent her a cancelation notification via email. No actual charge was processed for this order. Order #2 - 12:22 AM: Order #2 totaled $513.42 at checkout- the order contained 3 dresses. Once again her card was pre-authorized once checkout was completed to validate the card. When processing this order we found one of the dresses was recently out of stock, and not available for Keep to put on backorder. It is our practice to always move forward with available items in situations like this to ensure other purchased products do not go out of stock while we inform the customer of the item that is not available. We only charge customers for fulfilled products, so we could no longer finalize the $513.42 authorization since it contained an item we could not send the customer. Instead we voided the original authorization of $513.42 and then charged her $342.78 for the dresses she was still getting. We then 1) notified her about the issue with the one dress, 2) provided her with a new, updated order confirmation and 3) we let her know what sizes the dress was available in and gave her instructions for how she could purchase the item at a later date if another size would work. At this point the customer replied requesting that the whole order be canceled. We always do our utmost to cancel orders if a customer requests it, but it is very difficult to successfully cancel an order once it has been fully processed and the customer has been charged. We were able to get the fulfilled items canceled, but once we've requested to cancel a processed item we need to wait for official confirmation from the vendor that the order was canceled and not shipped before we can process a refund. We received official word that the cancellation was successful on 4/** and we processed a full refund of $342.78 on that date. The customer was notified of the refund via email on 4/** as well. At this time all of the customer's orders on Keep have been canceled, all authorizations have been voided, and all successful charges have been refunded. I am more than happy to provide the Revdex.com with all of the documentation on this order to support my statement if necessary. Thanks and have a nice day.

Consumer

Response:

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]

All of my money has been returned to me and for that I am satisfied. I am not, however, satisfied with the business' explanation and reasoning for what happened. It is not ok for keep.com to double charge customers for purchases even though one charge is considered a hold. It still makes my funds unavailable to me until the hold falls off and I never knew that this was their (horrible) practice and I never gave keep.com permission to charge my card twice. I only made one purchase. I am not satisfied unless keep.com changes their purchasing policies and procedures so as to not double charge customers for their orders. If this policy is not changed then keep.com must very clearly state on their website that purchases will result in two charges: an authorization for the full purchase price, and then a second charge for the full purchase price once the order has been fulfilled. This information did not appear anywhere on their website when I made my purchases. I also completely disagree with the company's statement that this is typical e-commerce practice. I have been shopping online for over ten years and have never ever experienced this problem with a financial transaction. At the very least keep.com needs to update their website and clearly explain their purchasing policy and procedures. In my case, had that information been available to me I would not have made my purchases (as I never wanted my credit card to be charged over $1,000).

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,