Lifestyles

Hi [redacted]I am very pleased to confirm that our Senior Management Team have agreed to terminate your contract early.Thank you for your patience whilst the issue was being investigated. I'm sorry that you did not receive the phone call as expected.I will now be reaching out to you again, via email, to discuss the status of your ShopKeep hardware and the x3 monthly payments of $59. I'm very conscious of the time you've been waiting for a resolution and will do my utmost to get back to you as quickly as I can. RegardsPatrickShopKeep 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]

Greetings, After reviewing [redacted] case I found it unfortunate that he was unable to use our product to meet the needs of his business. I would like to work with [redacted] to see if there is a way to assist him in using ShopKeep and getting the most out of our very powerful POS....

Unfotunately as [redacted] paid for a year upfront which ensure a reduced premium over our usual monthly fee ($590 upfront works out to $49p/m vs our usual monthly fee of $69p/m saving a total of $238 for the year) we are unable to refund. However I am willing to work with [redacted] on returning the card swiper he has and issuing him a full refund for the said swiper. If [redacted] agrees to this I can email him directly and work on a return solution and also see if he can get any value out of the ShopKeep software and hardware that he has paid for.  Kind Regards,Ivan D[redacted]Senior Customer Care Manager // Revdex.com Point of Contact

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 [redacted] This is Patrick from ShopKeep Customer Support following up on your earlier email.  I'm...

very sorry to hear that you feel that you were not given flexible options which were suitable for your business. Our Account Services team have been trying to reach out to you to discuss the termination of your account. The team tried calling yesterday but were unable to get through. The number we have on file is [redacted], is that the best number for us to use? Please let me know if there is an alternative number that would be more suitable and I'll be sure to send it across to them.RegardsPatrickShopKeep 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

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:

The Sales Rep did not inform me that my payment is non-refundable, in fact he said that I should be able to get a full refund when I pointed out all the issues.  Also, it is my understanding that contracts over 1 year are required in writing.  Any reputable organization would refund the money in full amount if they are not able to satisfy the customer requirements.  I was unable to use the service, and I spent a lot of time working with the sales rep and gathering data to implement their software solution.  I am not aware of any company that would keep money for a service or product they did not provide..  I will raise this to the New York State Attorney General's office further review.and investigation. 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Greetings [redacted] It seems this issue has been resolved and your account has been terminated. If this is not the case please respond here so that I may start my investigation into the matter. Kind Regards,Ivan De V[redacted]Senior Manager Customer Care // Revdex.com Point of Contact

[redacted], We apologize for the misunderstandings that lead to the charges you describe in your letter. I can say the issues were resolved before the complaint reached our office. Your [redacted] account was refunded $49.00 on 10/**/2015 and the [redacted] account was refunded 9.99 on...

10/**/2015.I will provide an explanation as to what happened. The regular billing date for both of your accounts occurred on October **, 2015. On that date, your accounts were billed very early in the morning. The charges to your card were declined. Declines can sometimes happen, and our system attempts to charge the account every few days until the payment is received. Our billing policy states: "Accounts are billed at the beginning of each monthly billing period and the charge is non-refundable." In practice, however, we are much more lax. On October **, a few hours after the billing occurred, you called to terminate your accounts. They were both successfully terminated. On October **, our system automatically charged both accounts in an attempt to collect the monies billed on October ** before the accounts were canceled. On this day, you called and spoke to Jay, who requested refunds for both of your accounts. Once we commit to a refund or discount, we will certainly give it. However, it can take a few days to go through our system. Once a refund is completely submitted, it is up to the banks in question to apply it to your account. As much as we would like for it to be an instant process, this is not something we can fully control. In this case, you spoke to Rachel the day after you spoke to Jay. The refund Jay requested had been approved and was awaiting the next step in the process. Rachel did indeed push your request to the top of the queue and personally made sure your refunds left our hands on October **. By now, I am confident the funds have reached your account. If that is not the case, please contact the company that issued your card.

Complaint: [redacted]
I am rejecting this response because:  When we entered the shop at Lifestyles yes we were greeted by Rachael and yes she did inform us she was new to the store and didn't know where a lot of things were. We patiently waited while Jess finished up with a client in the chair. But when Jess came out Rachael had already started doing some of the paperwork and Jess asked what piercings we were getting and she than showed us the jewelry. However neither of us actually picked out our jewlery, Jess did. Than while this was going on Rachael asked ( Jess's cousin) the girl who had said she wanted her piercing removed if she wanted her to remove it. Jess quickly finished with us and went to help Rachael. My issue is Jess's cousin was there after us and somehow got in before us therefore causing them to have to sterlize more equipment. Throughout this whole process, no one says anything to us about what is going on at all. Than they come out and we are standing there waiting to get pierced and she goes and starts eating her lunch without saying anything to us. As for what happens next, my daith was pierced wrong but I did not get my nose pierced first I got my nose pierced second. Yes I did ask if the piercing would heal correctly but I also couldn't see where the placement of the piercing was and I also didn't realize how painful it was going to be later on. It was giving me headaches where it was pierced and I went to get a second opinion. Both Jess and RachEl said that " if your end goal is for a hoop to be there than it will work and it will heal fine". The piercer I went to who has been piercing longer than the both of them put together told me it needed to be removed ASAP. Also I have it on good source that Jess hadn't been piercing for as long as the company is saying she has. Just last month in desperation they were giving out " free piercings" most likely to get her experience. As I can't speak for the actual amount of time she's been piercing we can go by what the manager says. In regards to the conversations that we had. The first phone conversation we had I just wanted to let you know how uncomfortable I was when I left your store and that yes in that moment I definetly didn't want to go through anymore pain. I have plenty of piercings and none of them hurt as badly as that one did. I may be biased because this is the only one that's ever been pierced wrong. As for my second phone call you were not at the store and I had asked to speak with the owner. He apparently refuses to speak to his customers. So I asked to leave a message with the manager because I had a question to ask her. In our first phone call she never once told me I could go to another piercer,she asked me to come back and have Jess take it out. I told her that I wanted to leave it in because it was a painful piercing and that if I had any issues I would call back. I personally felt like that call between us was very professional on both ends. When I hadn't received a phone call back from her on Monday I called the store to see if she was in. She was and we began to talk. I was calling to find out if I could go to someone else to get it removed. I was upset when I made the phone call but she was the one who became instantaneously rude because I quote" this is the third Time you have called my store, you don't want a resolution you want a fight an argument( it went something like that). That's when she became extremely rude towards me and I was explaining that I wouldn't have had to call three times if she had just called me back like I had requested. She than told me I had an attitude and wanted to know " what can I do to make you happy". This is when I asked for the piercing free, the jewlery fee refunded, and to keep the jewlery. She refused to let me keep the jewlery and refund me. That's when I proceeded to say " so you just asked me what would make me happy" and you aren't even willing to do it. She got pissed said she would talk to me when I didn't have an attitude ( no offense but of course I have an attitude because your being rude and quite frankly ridiculous). I told her I thought it was gross she wanted to keep the jewlery. That's when she didn't say any of those nice things she's pretending she said, this is what she really said " I work 10-5 Mon-Fri I will gladly refund u your money for the piercing and the jewlery as long as you return the jewelry, I look forward to seeing you...click. She didn't let me talk or speak she just straight up hung up on me. In my opinion, one of the most unprofessional things you can do. When I found time later the following week I got the earring removed from a different ear place who also was very concerned about the placement of the piercing. When I was able to I went back to Lifestyles and asked for my refund. She was still only willing to refund for the piercing and not for the jewlery unless I let her keep it. I turned and said no rather loudly that that was disgusting. I happened to have left my phone and she called me back to get it. I wanted her to know how disrespectful and unprofessional what she did was. My exact words were" What you did to me as a customer was disrespectful and a manager should never do that, YOU should NOT be a MANAGER!!  And yes I yelled it because I wanted everyone shopping in the store to no how awful she is. Maybe I haven't been clear and didn't write it correctly. I want to keep the jewlery and be refunded for the jewlery. You refunded me the money for the piercing but not the jewlery, you are basically taking no credit in my eyes for doing something wrong. You are trying to Act as if I never came in to your store but I did and was technically hurt in the process. You haven't suffered at all, in the one who had to come back to your store and get my money refunded because your pierced pierced mr wrong. Not only that I had to go to another place to get it removed because I don't trust your piercer. And your over their saying you can't refund me for the jewlery? It's 12.95 and you wouldn't have to deal with this going to the Revdex.com.  I want the 12.95 back and I believe I have a right to it, your business needs to suffer for the mistake you made. Not only that every other pierced I've talked to said they would let me keep the jewlery they have no use for it.
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:We have worked tirelessly with ShopKeep and included our processing company in communication to ShopKeep. Our processing company was actually the ones communicating directly with ShopKeep personnel by phone. We were told for over a 3 week period once our merchant system changed that we would be on next day funding. It did take up until June [redacted] to have that corrected. There were several email communications with ShopKeep on this after the merchant system was changed and we were told on all those occasions that they had corrected the batch time and we would be on next day funding. For a three week period that did not happen. We did not choose for the upgraded customer service package because we were told by our sales specialist at Shopkeep that most issues are taken care of through the chat or email services of the company. We are requesting a full refund of all monies paid so that we can move forward with another provider. ShopKeep has chosen up to this point to try and salvage any of this business relationship. We have emailed customer service and requested a phone call to resolve all the above issues, but they have chosen not to see our request or issues as a matter of attention and continued to let this issue go on for a substantial amount of time, 3 week, which for a small business is significant when it effects our cash flow. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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

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:

I was just charged again this morning by Ambur 6/5/2017 for $119.00. So obviously the account was not closed.  See attached for proof.
 
 
 
 
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

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 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

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]

[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

We apologize for any inconveniences or aggravation this experience has caused you. However, we are adhering to the guidelines that are outlined in our Return Policy on our website that is imposed by the product manufacturers. In brief, it states:  In order to receive a full refund you...

must:  (1) Initiate your return within 30 days of having received the product(s) you’re returning. (2) Ship your product(s) back with all original manuals, cables, materials, and packaging. (3) Return your product(s) in the same original new condition you received them in. The items below were not accepted by our distributor because they were returned without the original packaging and/or were not in original new condition: - TSP100 Ethernet Printer was returned without the original packaging. We have a picture as visual proof. The printer was sent in a large box without the original TSP100 box or foam inserts. There is a photo on our hardware site of what is included with the printer, and not all of the materials were returned. - Simplicity iPad 2/*/4 Enclosure was returned damaged; scratched, visibly scuffed and without the original packaging. We have a picture as visual proof. The stand comes in a cardboard sleeve, which was not included. We provided a full refund for the cash drawer, which was returned to us undamaged and in its original packaging.  I am very happy to provide the photos mentioned above. The hardware sales total was $609. You were refunded $250 for a promotion that took place in February. When the cash drawer was returned, we refunded $112. That leaves a total of $247 that can not be refunded.  Regarding the subscription, it appears there was a misunderstanding. We were under the impression that you wanted an additional 30 days to get familiar with our product and to integrate it into your current business. Thus, we discounted your second month’s billing of $49 so that you would not be charged on March [redacted]. The second $49 charge on April [redacted] was an oversight on our part because the account had not been closed yet.  I have personally made sure your account is closed and you will no longer be billed. We will gladly refund the entire subscription fee of $98 immediately. That includes the first month’s billing as well as the second time you were billed. However, we are unable to offer a refund for the hardware that was returned without the original packaging and not in original new condition. The hardware is yours to keep to do with as you wish.   Again, we sincerely apologize for the subscription misunderstanding. I have already submitted the billing refund. A link to our return policy:  [redacted]

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

[redacted], As you opened another Revdex.com case, are you happy with this one being closed? If not please let me know.  Regards,Ivan