Libre, LLC

[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: [redacted] I am rejecting this response because: I am rejecting the Libre statement because of it's many discrepanciesIn the first paragraph, she talks about their business, using the words “is in the beginning stages of closing, we decided to drop our phone line and communicate through e-mail only”As you will see by e-mails 7-9-14, 7-10-and 7-31-(see below) their business isn't really closing, so to speakFurther on in the paragraph, her use of words like “her uneasiness when calling” make no senseI was explaining to them that their phone numbers were not workingI was pointing out a major flawIf I was uneasy, why would I even try to call? The second paragraph started out with a sentence that is just so untrueThe hours response time only took place at the very beginningExamples, July 24th to July 31st is not hours and Aug 6th to Aug12th is not hoursHer statement “I never heard from her after that, so I had no way to know if she received it or if we should refund her.” is just a blatant lieSee 8-12-and 8-20-e-mails that I sentThe third paragraph again is not true – she heard from me, but never repliedI found out they refunded me (despite my numerous messages saying I wanted the product, not the refund) only because of seeing it in my checking accountThe fourth paragraph contained words that just made me shake my head in disbelief“We did our best to control what we could and to keep her informed as much as we could....”She never volunteered any information...I had to askAgain, you can see this by the e-mails that were sentOn 7-9-at 11:A.M., I sent my first e-mail concerning this Libre orderI told them that when I wanted to order some items, the website was not displaying a certain size and certain colors and wondered if this was correctOn 7-9-at 5:P.M, I received an e-mail from Megan B [redacted] that said that they were “currently running low on inventory” and that the site was correct in what it was displayingThe key words here are “currently running low on inventory”That would make one think that they just needed to restock the itemsOn 7-10-at 10:A.MI sent an e-mail telling them that I tried to call the phone number listed on their website (###-###-####)I told them how I tried to order items that were imaged on the site but weren't listed nowI said that I wondered if possibly they were going out of business and would never restockDespite these initial problems, I placed an order later that day (on 7-10-around 4:P.M.) for items, at a total cost of $I received an automatic e-mail the same day thanking me for my OrderOn 7-10-at 10:P.MI received an e-mail from Megan that said that they were in the “process of going out of business”I found it strange that I had to ask her about that being a possibility and that she wasn't forthcoming in the very first e-mail she sent on 7-9-I don't think she realized that I had placed an order that day (over hours before)That total cost of $showed up on my credit card account on 7-14-The clothing is for my sister to wear during kidney dialysis, so I have it shipped to her address and therefore, I told her to watch for the package because usually my credit card is not charged until the business ships the productOn July 14th, because I could not call their number (###-###-####) (it is no longer in service), I went into my account through that e-mail – meaning they had a link and I believe it is [email protected] soon as I clicked on it, I received a security alert which read : There is a problem with this website's security certificateI continued to the website even though it was not recommended – it would be the only way to find out anything seeing as how the phone number is no longer in serviceThe status said “Processing”, which I thought was strangeI continued to check the account daily and the status stayed at “Processing”On 7-19-at 7:P.M, I sent an e-mail to [email protected] asking if my order was ever shipped and telling them that my status still said “Processing”I received no replyOn July 21, around 4:P.MI went into the website and found a Contact Us screen and sent them this message: Good Evening, I sent an e-mail to [email protected] but haven't received an answer yet so I'm going to try this one.Can you please tell me if my order # [redacted] ( which was placed on Thursday, July ) was ever shipped ? I just checked my account again today and it still says “Processing”, so I’m assuming it was not shipped.If that is true, do you have any idea as to when it will be shipped ? The site said that my inquiry was received and would be responded to as soon as possibleOn 7-21-at 4:P.M, I received an e-mail from Megan B [redacted] Hi [redacted] , I'm not sure what happened to the last e-mail we sent but I just checked our shipping records and it looks like it has not been sent out yetI assume it will be sent out by the end of the week at the VERY latestPlease let us know if you have any further questions or concerns! Have a great eveningOn July 24th, I checked the status hoping it would say “shipped” – after all it should be “sent out by the end of the week at the sent VERY latest.” It still said “Processing”On 7-24-at 5:P.M, I sent an e-mail to [email protected] that said: Hi Megan, I just checked my account again around 5:P.M(Thursday evening) and it still says “Processing”Should I be concerned, or will it get shipped tomorrow (Friday) ? [redacted] I did not get any responseOn July 28th I went into their website and used their “Contact Us” form and said that I had sent an e-mail (the July 24th one) and told her what it saidI said that I was now very concerned seeing as how it had been days since I first placed my order and it was on my credit card alreadyI asked her to please let me know what was going onOn 7-29-at 8:P.M, I sent an e-mail to [email protected] that said My order still says “Processing”In my last contact, through the website, I wrote that I was very concernedNo matter how I’ve contacted you, I have not received any replies from you since the 26thI need to know if my order will ever be shippedShould I not hear from you by Thursday I might seek some legal adviceOn 7-31-at 11:A.M., I sent an e-mail to [email protected] that said I’ve tried every other way of contacting you and have received no responseOne phone number is no longer good and the other is always busyI get no response no matter what e-mail address or Contact Us page I tryI will try this e-mail address (from a previous order in 2013) as a last resortIf no answer I guess I will contact the Revdex.com and see if they can help mePlease see below for previous info I have sent youI sent another e-mail at 11:A..Mto correct a date in the previous 7-29-e-mail – it should have said that I have not heard anything since the 21st of July, not the 26thI finally received a responseOn 7-31-at 1:P.MI received an e-mail from Megan Hi [redacted] , I am so sorry for the miscommunicationI've talked with those who send out our orders and it seems like it has been sent out, but we're not sure what is going on with USPSWe are getting in contact with them todayIf they seem to have lost it we will send out another to you ASAPI apologize again for the delayWe are switching over to only Commerical and Bulk sales, so we are trying to make sure that all of our individual sales up until now have received, or are in the process of receiving, their ordersThank you again for your patienceMegan Libre, LLC I don't how the word miscommunication fits into any of thisAlso, now their business is “switching over to Commercial & Bulk Sales”---that's interesting – why wasn't that stated in the previous e-mails ? I sent an e-mail at 2:P.M that said Thank you for getting back to meHopefully my sister will receive the order soonShe really likes your product [redacted] But, I patiently waited days and having not received the products and having received no updates, I sent yet another e-mailOn 8-05-at 9:A.M., I sent an e-mail to [email protected] and to [email protected] that read Megan, Can you please give me an update on my order ? Were you able to get anything done as far as contacting USPS ? I want to be able to tell my sister that the order is coming this week or at least be able to let her know if you have to send it again and when that order would arriveThanks in Advance, [redacted] I received no response and sent this e mail on the 6thOn 8-06-at 6:P.MI sent an e-mail to both addresses again that said Megan, If I don’t hear from you by tomorrow morning (Thursday, August 7th), I am going to contact the Revdex.com on Friday (August 8th) and file a formal complaintI think I have been more than patient in this matter [redacted] I submitted my complaint on August 8th and received a message from Revdex.com on the 10th that the complaint was sent to the businessI received an e-mail on the 26th with Libre's statementThat seemed like a long time for them to respondOn 8/I received e-mails On 8-12-at 3:P.MI received an e-mail from Megan [redacted] , I'm truly sorry with the miscommunication of your orderWe will certainly refund you in fullWe apologize again for the inconvenience that this has caused you Sincerely, Megan Libre, LLC On 8-12-at 3:P.MI received an e-mail from Megan [redacted] , I just checked the log and saw that we sent your order out again on August 1stPlease let me know if you don't receive it within the next weekMegan Libre, LLC What miscommunication (from the 3:P.Me-mail)? And, I never asked for a refund ! On 8-12-at 4:P.MI sent an e-mail Megan, Just so you know, I do not want a refund – I want the productsSince you used the words “ we sent your order out again “, I’m assuming that means that you sent out a second orderAs of today (Tuesday, Aug12) it still has not arrivedWhat happened to the first order ? Why would it take so long to deliver the package ? I thought it was to take, at the most, seven (7) business daysDo you work with tracking numbers when using USPS ? What do they think is happening ? Are they delivering it to the correct address ? Revdex.com - Note that I left out my sister's address from this e-mail What’s very strange is that my account, as of a few minutes ago still says “Processing”Why is that ? I will let you know if it hasn’t arrived by August 19th, a week from today, but I don’t know why it would take that long to arriveAgain, I do not want a refund – I want the productsIf you find out anything about why the 1st and now possibly the 2nd order is not arriving, please let me knowThank you, [redacted] On 8-18-at 7:P.MI received an e-mail from Megan Hi [redacted] , I wanted to check and make sure your order had arrived, and also wanted to let you know that we are refunding you in full for your orderWe apologize for the inconvenience this has caused you and hope that this can make up for it in some small waySincerely, Megan Libre, LLC This made no sense – why check with me but send a refund at the same time ? ! On 8-20-at 9:A.MI sent an e-mail Hi Megan,I am on vacation so I did not get a chance yesterday (Tuesday) to reply to your e-mailThe order did not arrive, and I think we both knew that it wouldn'tI hope you have received my old e-mails that said that I really do not want a refund - I want the clothing for my SisterI never got answers from you to some questions in old e-mails, and I just want you to be honest with me about what's really been going on with my orderDid you ever find out what happened to the other order/orders ? I can't believe you would not be concerned about what happened to themI'm beginning to think that nothing ever actually got shippedIf you are truly "dedicated to providing....", I hope you will try one last thingChange your method of shippingSend my order directly to me, not my sister ( [redacted] )If you are truly having trouble with the Postal Service, send it in such a way that I will have to sign for itIf need be, I will alert my Post Office to watch out for it, but naturally, you will have to give me shipping information; like the date sent, the time sent, shipped from, etc.This is the only way I can think of to try get this whole matter cleared up.Please, please, please, let me know what you are going to do.I will try to check my e-mails two or three times a day during my vacation.Thanks, [redacted] On 8-21-14, I found a deposit of $in my checking accountI never got a response to my 8-20-emailRegards, [redacted]

I was the employee who had contact with her,through e-mail about her order, and the problems she was havingTo address her concerns in the letter, our site always shows a status of “Processing" since we deliver through the United States Postal ServiceAs a small business, we don't have a way to
automatically send tracking or shipment updates to customers unless they request informationAlso, because our business is in the beginning stages of closing, we decided to drop our phone line and communicate through e-mail onlyHer uneasiness when calling was understandable since it is currently a disconnected numberWe realized shortly after that our number was still listed on the site, and we have since taken it downThroughout our e-mails to each other, I would respond in less than hours to try and update her about her order, if it had been sent yet, and to let her know that we were working on itSince I did not have control over shipments, I could only update her with the knowledge I had about her order at the time beingTowards the end of our correspondence, she did acknowledge that she might send in a complaint to the Revdex.comI reassured her that we were re-sending her order again, and that if she did not receive it within the week to let me know and we would fully refund her order of $I never heard from her after that, so I had no way to know if she received it or if we should refund herAlthough we haven't heard from her as to whether she received the products, we have since refunded her entire order.I am in agreement that the time it took for her to receive her order was unacceptable, but I also know that once we send out packages we have no control over what happens to itWe did our best to control what we could, and to keep her informed as much as we could, with the information we hadWe are a very small company with less than employees, and do our best to provide our customers with great service and quality medical clothingWe have never had any formal complaints before and hope that you will take that into consideration as you review this caseThank you

[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 am rejecting the Libre statement because of it's many discrepancies. In the first paragraph, she talks about their business, using the words “is in the beginning stages of closing, we decided to drop our phone line and communicate through e-mail only”. As you will see by e-mails 7-9-14, 7-10-14 and 7-31-14 (see below) their business isn't really closing, so to speak. Further on in the paragraph, her use of words like “her uneasiness when calling” make no sense. I was explaining to them that their phone numbers were not working. I was pointing out a major flaw. If I was uneasy, why would I even try to call? The second paragraph started out with a sentence that is just so untrue. The 48 hours response time only took place at the very beginning. Examples, July 24th to July 31st is not 48 hours and Aug 6th to Aug. 12th is not 48 hours. Her statement “I never heard from her after that, so I had no way to know if she received it or if we should refund her.” is just a blatant lie. See 8-12-14 and 8-20-14 e-mails that I sent. The third paragraph again is not true – she heard from me, but never replied. I found out they refunded me (despite my numerous messages saying I wanted the product, not the refund) only because of seeing it in my checking account. The fourth paragraph contained words that just made me shake my head in disbelief. “We did our best to control what we could and to keep her informed as much as we could....”. She never volunteered any information...I had to ask. Again, you can see this by the e-mails that were sent. On 7-9-14 at 11:34 A.M., I sent my first e-mail concerning this Libre order. I told them that when I wanted to order some items, the website was not displaying a certain size and certain colors and wondered if this was correct. On 7-9-14 at 5:59 P.M, I received an e-mail from Megan B[redacted] that said that they were “currently running low on inventory” and that the site was correct in what it was displaying. The key words here are “currently running low on inventory”. That would make one think that they just needed to restock the items. On 7-10-14 at 10:25 A.M. I sent an e-mail telling them that I tried to call the phone number listed on their website (###-###-####). I told them how I tried to order items that were imaged on the site but weren't listed now. I said that I wondered if possibly they were going out of business and would never restock. Despite these initial problems, I placed an order later that day (on 7-10-14 around 4:30 P.M.) for 6 items, at a total cost of $126.89. I received an automatic e-mail the same day thanking me for my Order. On 7-10-14 at 10:11 P.M. I received an e-mail from Megan that said that they were in the “process of going out of business”. I found it strange that I had to ask her about that being a possibility and that she wasn't forthcoming in the very first e-mail she sent on 7-9-14. I don't think she realized that I had placed an order that day (over 5 hours before). That total cost of $126.89 showed up on my credit card account on 7-14-14. The clothing is for my sister to wear during kidney dialysis, so I have it shipped to her address and therefore, I told her to watch for the package because usually my credit card is not charged until the business ships the product. On July 14th, because I could not call their number (###-###-####) (it is no longer in service), I went into my account through that e-mail – meaning they had a link and I believe it is [email protected]. As soon as I clicked on it, I received a security alert which read : There is a problem with this website's security certificate. I continued to the website even though it was not recommended – it would be the only way to find out anything seeing as how the phone number is no longer in service. The status said “Processing”, which I thought was strange. I continued to check the account daily and the status stayed at “Processing”. On 7-19-14 at 7:10 P.M, I sent an e-mail to [email protected] asking if my order was ever shipped and telling them that my status still said “Processing”. I received no reply. On July 21, 2014 around 4:00 P.M. I went into the website and found a Contact Us screen and sent them this message: Good Evening, I sent an e-mail to [email protected] but haven't received an answer yet so I'm going to try this one.Can you please tell me if my order #[redacted] ( which was placed on Thursday, July 10 ) was ever shipped ? I just checked my account again today and it still says “Processing”, so I’m assuming it was not shipped.If that is true, do you have any idea as to when it will be shipped ? The site said that my inquiry was received and would be responded to as soon as possible. On 7-21-14 at 4:10 P.M, I received an e-mail from Megan B[redacted] Hi [redacted], I'm not sure what happened to the last e-mail we sent but I just checked our shipping records and it looks like it has not been sent out yet. I assume it will be sent out by the end of the week at the VERY latest. Please let us know if you have any further questions or concerns! Have a great evening. On July 24th, I checked the status hoping it would say “shipped” – after all it should be “sent out by the end of the week at the sent VERY latest.” It still said “Processing”. On 7-24-14 at 5:21 P.M, I sent an e-mail to [email protected] that said: Hi Megan, I just checked my account again around 5:15 P.M. (Thursday evening) and it still says “Processing”. Should I be concerned, or will it get shipped tomorrow (Friday) ? [redacted] I did not get any response. On July 28th I went into their website and used their “Contact Us” form and said that I had sent an e-mail (the July 24th one) and told her what it said. I said that I was now very concerned seeing as how it had been 18 days since I first placed my order and it was on my credit card already. I asked her to please let me know what was going on. On 7-29-14 at 8:17 P.M, I sent an e-mail to [email protected] that said   My order still says “Processing”. In my last contact, through the website, I wrote that I was very concerned. No matter how I’ve contacted you, I have not received any replies from you since the 26th. I need to know if my order will ever be shipped. Should I not hear from you by Thursday I might seek some legal advice. On 7-31-14 at 11:12 A.M., I sent an e-mail to [email protected] that said I’ve tried every other way of contacting you and have received no response. One phone number is no longer good and the other is always busy. I get no response no matter what e-mail address or Contact Us page I try. I will try this e-mail address (from a previous order in 2013) as a last resort. If no answer I guess I will contact the Revdex.com and see if they can help me. Please see below for previous info I have sent you. I sent another e-mail at 11:29 A..M. to correct a date in the previous 7-29-14 e-mail – it should have said that I have not heard anything since the 21st of July, not the 26th. I finally received a response. On 7-31-14 at 1:56 P.M. I received an e-mail from Megan Hi [redacted], I am so sorry for the miscommunication. I've talked with those who send out our orders and it seems like it has been sent out, but we're not sure what is going on with USPS. We are getting in contact with them today. If they seem to have lost it we will send out another to you ASAP. I apologize again for the delay. We are switching over to only Commerical and Bulk sales, so we are trying to make sure that all of our individual sales up until now have received, or are in the process of receiving, their orders. Thank you again for your patience. Megan Libre, LLC I don't how the word miscommunication fits into any of this. Also, now their business is “switching over to Commercial & Bulk Sales”---that's interesting – why wasn't that stated in the previous e-mails ?   I sent an e-mail at 2:15 P.M that said Thank you for getting back to me. Hopefully my sister will receive the order soon. She really likes your product. [redacted] But, I patiently waited 5 days and having not received the products and having received no updates, I sent yet another e-mail. On 8-05-14 at 9:21 A.M., I sent an e-mail to [email protected] and to [email protected] that read Megan, Can you please give me an update on my order ? Were you able to get anything done as far as contacting USPS ? I want to be able to tell my sister that the order is coming this week ... or at least be able to let her know if you have to send it again and when that order would arrive. Thanks in Advance, [redacted] I received no response and sent this e mail on the 6th. On 8-06-14 at 6:19 P.M. I sent an e-mail to both addresses again that said Megan, If I don’t hear from you by tomorrow morning (Thursday, August 7th), I am going to contact the Revdex.com on Friday (August 8th) and file a formal complaint. I think I have been more than patient in this matter. [redacted] I submitted my complaint on August 8th and received a message from Revdex.com on the 10th that the complaint was sent to the business. I received an e-mail on the 26th with Libre's statement. That seemed like a long time for them to respond. On 8/12 I received 2 e-mails On 8-12-14 at 3:23 P.M. I received an e-mail from Megan [redacted], I'm truly sorry with the miscommunication of your order. We will certainly refund you in full. We apologize again for the inconvenience that this has caused you.  Sincerely, Megan Libre, LLC On 8-12-14 at 3:33 P.M. I received an e-mail from Megan [redacted], I just checked the log and saw that we sent your order out again on August 1st. Please let me know if you don't receive it within the next week. Megan Libre, LLC What miscommunication (from the 3:23 P.M. e-mail)? And, I never asked for a refund ! On 8-12-14 at 4:35 P.M. I sent an e-mail Megan, Just so you know, I do not want a refund – I want the products. Since you used the words “ we sent your order out again “, I’m assuming that means that you sent out a second order. As of today (Tuesday, Aug. 12) it still has not arrived. What happened to the first order ? Why would it take so long to deliver the package ? I thought it was normal to take, at the most, seven (7) business days. Do you work with tracking numbers when using USPS ? What do they think is happening ? Are they delivering it to the correct address ? Revdex.com - Note that I left out my sister's address from this e-mail What’s very strange is that my account, as of a few minutes ago still says “Processing”. Why is that ? I will let you know if it hasn’t arrived by August 19th, a week from today, but I don’t know why it would take that long to arrive. Again, I do not want a refund – I want the products. If you find out anything about why the 1st and now possibly the 2nd order is not arriving, please let me know. Thank you, [redacted] On 8-18-14 at 7:30 P.M. I received an e-mail from Megan Hi [redacted], I wanted to check and make sure your order had arrived, and also wanted to let you know that we are refunding you in full for your order. We apologize for the inconvenience this has caused you and hope that this can make up for it in some small way. Sincerely, Megan Libre, LLC This made no sense – why check with me but send a refund at the same time ? ! On 8-20-14 at 9:49 A.M. I sent an e-mail Hi Megan,I am on vacation so I did not get a chance yesterday (Tuesday) to reply to your e-mail. The order did not arrive, and I think we both knew that it wouldn't. I hope you have received my old e-mails that said that I really do not want a refund - I want the clothing for my Sister. I never got answers from you to some questions in old e-mails, and I just want you to be honest with me about what's really been going on with my order. Did you ever find out what happened to the other order/orders ? I can't believe you would not be concerned about what happened to them. I'm beginning to think that nothing ever actually got shipped. If you are truly "dedicated to providing....", I hope you will try one last thing. Change your method of shipping. Send my order directly to me, not my sister ([redacted]). If you are truly having trouble with the Postal Service, send it in such a way that I will have to sign for it. If need be, I will alert my Post Office to watch out for it, but naturally, you will have to give me shipping information; like the date sent, the time sent, shipped from, etc.This is the only way I can think of to try get this whole matter cleared up.Please, please, please, let me know what you are going to do.I will try to check my e-mails two or three times a day during my vacation.Thanks,[redacted]On 8-21-14, I found a deposit of $126.89 in my checking account. I never got a response to my 8-20-14 email. Regards,[redacted]