We contacted Mrs*** regarding this issueIt looks like the package that was put in as a replacement was sent in error to the school instead of to the Mrs***We apologized for this and let them know that they will be able to pick the package up from the centerFor the inconvenience we
have processed a full refund for the order
RE: *** *** *** *** ** *** ** *** Complaint # *** Please accept this as confirmation that we have received the complaint from *** *** regarding her customer
service issuesIn reviewing her account it is evident she has experienced delivery issues both in the past and recently. These complaints include late and missed delivery, paper placement issues, and no contact from a District Manager after requesting to be contacted. While there are indications that messages were left on her voicemail, the fact remains that the service did not improve as would be expectedFor that, we apologizeWe contacted both the District Manager and DCL of the *** delivery area and asked them to please contact them regarding this complaintTwo District Managers of the area spoke with Mr***In both conversations he told them service has been good for the past month. They told him there is a new carrier on his route now and that they will also continue to verify delivery. Mr*** again said service has been good for a month. At this time there were no further complaints from the ***’s and the matter is considered resolvedIf there are additional problems or concerns that arise, we will be happy to address those immediatelyThank you, and please let us know if we can be of any further assistance
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me MrCupp was very pleasant to deal with and made every attempt to meet the needs that I requestedIt’s unfortunate that my initial interaction with customer service wasn’t as pleasant This matter is now considered resolved
I have been informed by our customer service representative that Ms*** contacted them to inform them that it was the panoramic photo of her child that she was missing. The customer service representative has put in an order for that photo and requested that it be expedited to Ms
***. A refund in the amount of $has also been processed for the inconvenience caused Ms***. Our customer service representative will check back with Ms*** next week to confirm receipt of the photo
Our customer service representative spoke with Ms*** and it was confirmed that Ms*** was contacting Lifetouch as a representative of the school and that the issue of lost orders is school wide. Because of this, the customer service representative has forwarded this
information to the territory manager whose territory services the school Ms. *** is from. The territory manager will follow up directly with the school to resolve this issue
RE: *** *** *** *** *** *** ** *** Complaint #*** Please accept this as confirmation that we are in receipt of the complaint from *** *** regarding his service
issuesMr*** received a call from a third party solicitor and was asked if he wished to renew his subscriptionHe stated he did not want to, and believed that his account was canceledHe later received a bill and sent it back explaining the call he received and his responseAs the paper still arrived he contacted customer service and was told that his subscription was not canceled as the third party vendor had no way to communicate a cancellationThis was understandably upsetting to Mr***Mr*** was told that his bill had been sent to collections and he believed that his credit rating would be affectedThis is not the case as this is an internal department onlyNo information is sent to an outside agency and a subscriber’s credit is not affectedAt the time of Mr***’s conversation with the agent he disputed the collectionThis was noted on the account and at that time the charge was removed from his accountUnfortunately, this was not communicated to Mr*** and he mailed in a paymentMr*** filed his complaint 11-1-17, and we apologize for the delay in responseAfter reviewing his account a call was made to Mr***I spoke with him this morning and apologized for both our delay in responding and the frustration this has caused himI explained there was already a refund request in process to have his recent payment mailed to him in the form of a checkMr*** was appreciative of the call and the action takenI offered to give him my contact information should he have any further issues, but he did not feel it necessaryThank you, and if you need any additional information please feel free to contact us again
Please accept this as confirmation that we have received Mr***’s complaint regarding his refund issues Mr*** detailed in his complaint the problems that he had in purchasing a subscription for his fatherHe was first sold a home delivery subscription while his father lived in a no
service areaHe then purchased a mail subscription with an understanding his father would receive it the day following publicationThis was not the case and Mr*** was disappointed in the service and cancelled the accountHe requested a full refund at that time The refund generated was not the full amount of the subscription priceThere is documentation on the account that a check was to be sent to Mr*** to make certain he received the full purchase priceThis check was never generated and we apologize for thisIt did not get entered properly on the account due to agent error I spoke with Mr*** *** today and discussed his complaintThe amount due to him is $as he requestedThis is the total of both account refunds which were not equal to the original payment made It was agreed that this amount would be refunded to the original card on file and that request has been madeCredit card refunds are normally processed once a week on Thursdays and should show up on Mr***’s card shortly after that time We are truly sorry for the frustration that Mr*** experienced during this timeMr*** was satisfied with the resolution and has both my direct number and email address should any further issues arise. Thank you and if you should have additional concerns please contact us
We contacted Mrs*** regarding this issue and apologized for all of the difficulties that she has hadWe have put in for the two panoramic photos that she was missing to be sent to her homeFor the inconvenience we have also processed a full refund to the two photos
Initial Business Response /* (1000, 5, 2015/05/07) */
Mrs***'s complaint centers around her portrait pricingIf she had ordered 10-5x7s in Basic finish it would have amounted to $before tax and handling and any discountsShe, however ordered Heirloom finish so her 5x7's would be
moreI have attached a breakdown of her order for youI have attempted to reach her via phoneFirst time the line disconnected and 2nd time I was told I had a wrong phone numberI am sending her a letter via priority mail today along with a postage paid label with the offer of returning her portraits to exchange for Basic finishIf she chooses to do that she would be refunded $plus taxShe mentions us not saving an image she wantedAt the photography session she selects the ones she wants to save and she is given a printout of those imagesI have also attached a copy of that printoutIf had advised the photographer that one of them she wanted was not on the sheet they could have resolved the issue right thenNow it is too late and that one image is goneIn the letter to her I have provided her with my direct phone number and email address so I can assist her with resolution
An undetected malfunction within the terminal at the original photography site on 5/19/showed up as a declined charge sometime after the order had shippedWe have cleared the bill showing the customer a -0- balance and have explained the situation in detail as evidenced in the attached
letter and statementPlease do not hesitate to contact me with any questions
I have been informed by our customer service representative that they contacted Mr*** and got the information needed to find the image. The Lifetouch lab has confirmed that they should be able to produce the class picture even though it is from one year ago. A
representative at the lab will let the customer service representative know when the photo is ready to be sent out. Our customer service representative left a message for Mr*** with this information. The customer service representative will check with Mr*** in a few days to confirm receipt of the class picture
*** ** *** *** *** ** *** ** *** Complaint #1***
* Please accept this as confirmation that we are in receipt of Ms*** ***’s complaint regarding her service issuesMs*** was upset with missed deliveries and wanted to cancelShe tried to obtain a final balance was
given conflicting amounts via the call center and the paper invoice she receivedShe eventually just mailed in a payment. Her original request to the Revdex.com was that should would like her last payment of $refunded and her subscription canceled. I telephoned Ms*** this afternoon and we discussed her complaintIt was evident that she had tried in good faith to pay her bill and cancel her paperSince the complaint was filed she had her grandson make a payment to avoid any further problemsI apologized to Ms*** for the frustration she had to endure and have requested a refund of $to be sent to Ms*** in the form of a checkShe is aware it could take 10-days, and was pleased with the resolutionMs*** is not interested at this time in continuing a subscription with the Columbus DispatchShe was told how to contact me if she needs additional assistancePlease let us know if there is anything else we can do to assist you and thank you for allowing us to address the issue
July 30th,
To Whom It May Concern:
In reply to the complaint received from Douglas Ishida #the carrier has been informed to not deliver to
this consumer. The District Manager
went and cleaned up this area
We will verify that there are no more deliveries at
this address or any bags
hung directly on the mailboxes for the next several weeks
Sincerely,
Rebecca K
The Columbus Dispatch
***
***
I have been informed by our customer service representative that they spoke with Ms*** and informed her that her son's image was damaged and was unable to be printed. A full refund is being processed for Ms*** and the customer service representative also emailed Ms***
a JCPenney portrait studio coupon for a portrait sitting
Our customer service representative has informed me that they were in contact with Ms*** and informed her that her order was shipped to the school on 10-1-16, but because Ms*** did not receive the order, a replacement order was being processed and expedited to Ms***'s home
address. Two complimentary sheets have also been included in the order for the inconvenience that was caused
Our customer service representative has spoke with Ms*** and was informed by Ms*** that she has been working with someone at our Reno plant regarding her order. Our customer service representative advised Ms*** that a refund is being processed,which she should notice on her
credit card in approximately to business days. Our customer service rep will check back with Ms*** next week to confirm receipt of the refund
I have been informed by our customer service representative that they contacted Ms*** and Ms*** confirmed receipt of her order and verified that everything was correct with the order. Ms*** stated no further assistance was needed at this time
This customer concerns is regarding the Church DivisionShe returned a call to LPS customer Service yesterday 2/and it was determined that someone from the Church group needs to follow up with her. She was given the phone number for the church customer service
We have contacted Mrs*** and apologized for their student having not been photographedSince there was not an option to have the photo retaken we processed a refund check of $There was also a class picture that was done that day that Mrs*** had not received yet so we have put in for a
reorder of the class picture to be sent to their home to ensure that they receive it
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.I have not received the mailed proofs but the company response states that they should be received by 10/24/2016.In order to receive the online session ID and code I did have to contact the company again the day after filing my Revdex.com complaint The company contacted me directly only after Revdex.com complaint I had to take the initiative to have all matters resolved.I would not recommend this company in any capacity However, they have the market and must be dealt with accordingly. Thank you for your assistance
We contacted Mrs*** regarding this issueIt looks like the package that was put in as a replacement was sent in error to the school instead of to the Mrs***We apologized for this and let them know that they will be able to pick the package up from the centerFor the inconvenience we
have processed a full refund for the order
RE: *** *** *** *** ** *** ** *** Complaint # *** Please accept this as confirmation that we have received the complaint from *** *** regarding her customer
service issuesIn reviewing her account it is evident she has experienced delivery issues both in the past and recently. These complaints include late and missed delivery, paper placement issues, and no contact from a District Manager after requesting to be contacted. While there are indications that messages were left on her voicemail, the fact remains that the service did not improve as would be expectedFor that, we apologizeWe contacted both the District Manager and DCL of the *** delivery area and asked them to please contact them regarding this complaintTwo District Managers of the area spoke with Mr***In both conversations he told them service has been good for the past month. They told him there is a new carrier on his route now and that they will also continue to verify delivery. Mr*** again said service has been good for a month. At this time there were no further complaints from the ***’s and the matter is considered resolvedIf there are additional problems or concerns that arise, we will be happy to address those immediatelyThank you, and please let us know if we can be of any further assistance
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me MrCupp was very pleasant to deal with and made every attempt to meet the needs that I requestedIt’s unfortunate that my initial interaction with customer service wasn’t as pleasant This matter is now considered resolved
I have been informed by our customer service representative that Ms*** contacted them to inform them that it was the panoramic photo of her child that she was missing. The customer service representative has put in an order for that photo and requested that it be expedited to Ms
***. A refund in the amount of $has also been processed for the inconvenience caused Ms***. Our customer service representative will check back with Ms*** next week to confirm receipt of the photo
Our customer service representative spoke with Ms*** and it was confirmed that Ms*** was contacting Lifetouch as a representative of the school and that the issue of lost orders is school wide. Because of this, the customer service representative has forwarded this
information to the territory manager whose territory services the school Ms. *** is from. The territory manager will follow up directly with the school to resolve this issue
RE: *** *** *** *** *** *** ** *** Complaint #*** Please accept this as confirmation that we are in receipt of the complaint from *** *** regarding his service
issuesMr*** received a call from a third party solicitor and was asked if he wished to renew his subscriptionHe stated he did not want to, and believed that his account was canceledHe later received a bill and sent it back explaining the call he received and his responseAs the paper still arrived he contacted customer service and was told that his subscription was not canceled as the third party vendor had no way to communicate a cancellationThis was understandably upsetting to Mr***Mr*** was told that his bill had been sent to collections and he believed that his credit rating would be affectedThis is not the case as this is an internal department onlyNo information is sent to an outside agency and a subscriber’s credit is not affectedAt the time of Mr***’s conversation with the agent he disputed the collectionThis was noted on the account and at that time the charge was removed from his accountUnfortunately, this was not communicated to Mr*** and he mailed in a paymentMr*** filed his complaint 11-1-17, and we apologize for the delay in responseAfter reviewing his account a call was made to Mr***I spoke with him this morning and apologized for both our delay in responding and the frustration this has caused himI explained there was already a refund request in process to have his recent payment mailed to him in the form of a checkMr*** was appreciative of the call and the action takenI offered to give him my contact information should he have any further issues, but he did not feel it necessaryThank you, and if you need any additional information please feel free to contact us again
Please accept this as confirmation that we have received Mr***’s complaint regarding his refund issues Mr*** detailed in his complaint the problems that he had in purchasing a subscription for his fatherHe was first sold a home delivery subscription while his father lived in a no
service areaHe then purchased a mail subscription with an understanding his father would receive it the day following publicationThis was not the case and Mr*** was disappointed in the service and cancelled the accountHe requested a full refund at that time The refund generated was not the full amount of the subscription priceThere is documentation on the account that a check was to be sent to Mr*** to make certain he received the full purchase priceThis check was never generated and we apologize for thisIt did not get entered properly on the account due to agent error I spoke with Mr*** *** today and discussed his complaintThe amount due to him is $as he requestedThis is the total of both account refunds which were not equal to the original payment made It was agreed that this amount would be refunded to the original card on file and that request has been madeCredit card refunds are normally processed once a week on Thursdays and should show up on Mr***’s card shortly after that time We are truly sorry for the frustration that Mr*** experienced during this timeMr*** was satisfied with the resolution and has both my direct number and email address should any further issues arise. Thank you and if you should have additional concerns please contact us
We contacted Mrs*** regarding this issue and apologized for all of the difficulties that she has hadWe have put in for the two panoramic photos that she was missing to be sent to her homeFor the inconvenience we have also processed a full refund to the two photos
Initial Business Response /* (1000, 5, 2015/05/07) */
Mrs***'s complaint centers around her portrait pricingIf she had ordered 10-5x7s in Basic finish it would have amounted to $before tax and handling and any discountsShe, however ordered Heirloom finish so her 5x7's would be
moreI have attached a breakdown of her order for youI have attempted to reach her via phoneFirst time the line disconnected and 2nd time I was told I had a wrong phone numberI am sending her a letter via priority mail today along with a postage paid label with the offer of returning her portraits to exchange for Basic finishIf she chooses to do that she would be refunded $plus taxShe mentions us not saving an image she wantedAt the photography session she selects the ones she wants to save and she is given a printout of those imagesI have also attached a copy of that printoutIf had advised the photographer that one of them she wanted was not on the sheet they could have resolved the issue right thenNow it is too late and that one image is goneIn the letter to her I have provided her with my direct phone number and email address so I can assist her with resolution
An undetected malfunction within the terminal at the original photography site on 5/19/showed up as a declined charge sometime after the order had shippedWe have cleared the bill showing the customer a -0- balance and have explained the situation in detail as evidenced in the attached
letter and statementPlease do not hesitate to contact me with any questions
I have been informed by our customer service representative that they contacted Mr*** and got the information needed to find the image. The Lifetouch lab has confirmed that they should be able to produce the class picture even though it is from one year ago. A
representative at the lab will let the customer service representative know when the photo is ready to be sent out. Our customer service representative left a message for Mr*** with this information. The customer service representative will check with Mr*** in a few days to confirm receipt of the class picture
*** ** *** *** *** ** *** ** *** Complaint #1***
* Please accept this as confirmation that we are in receipt of Ms*** ***’s complaint regarding her service issuesMs*** was upset with missed deliveries and wanted to cancelShe tried to obtain a final balance was
given conflicting amounts via the call center and the paper invoice she receivedShe eventually just mailed in a payment. Her original request to the Revdex.com was that should would like her last payment of $refunded and her subscription canceled. I telephoned Ms*** this afternoon and we discussed her complaintIt was evident that she had tried in good faith to pay her bill and cancel her paperSince the complaint was filed she had her grandson make a payment to avoid any further problemsI apologized to Ms*** for the frustration she had to endure and have requested a refund of $to be sent to Ms*** in the form of a checkShe is aware it could take 10-days, and was pleased with the resolutionMs*** is not interested at this time in continuing a subscription with the Columbus DispatchShe was told how to contact me if she needs additional assistancePlease let us know if there is anything else we can do to assist you and thank you for allowing us to address the issue
July 30th,
To Whom It May Concern:
In reply to the complaint received from Douglas Ishida #the carrier has been informed to not deliver to
this consumer. The District Manager
went and cleaned up this area
We will verify that there are no more deliveries at
this address or any bags
hung directly on the mailboxes for the next several weeks
Sincerely,
Rebecca K
The Columbus Dispatch
***
***
I have been informed by our customer service representative that they spoke with Ms*** and informed her that her son's image was damaged and was unable to be printed. A full refund is being processed for Ms*** and the customer service representative also emailed Ms***
a JCPenney portrait studio coupon for a portrait sitting
Our customer service representative has informed me that they were in contact with Ms*** and informed her that her order was shipped to the school on 10-1-16, but because Ms*** did not receive the order, a replacement order was being processed and expedited to Ms***'s home
address. Two complimentary sheets have also been included in the order for the inconvenience that was caused
Our customer service representative has spoke with Ms*** and was informed by Ms*** that she has been working with someone at our Reno plant regarding her order. Our customer service representative advised Ms*** that a refund is being processed,which she should notice on her
credit card in approximately to business days. Our customer service rep will check back with Ms*** next week to confirm receipt of the refund
I have been informed by our customer service representative that they contacted Ms*** and Ms*** confirmed receipt of her order and verified that everything was correct with the order. Ms*** stated no further assistance was needed at this time
This customer concerns is regarding the Church DivisionShe returned a call to LPS customer Service yesterday 2/and it was determined that someone from the Church group needs to follow up with her. She was given the phone number for the church customer service
We have contacted Mrs*** and apologized for their student having not been photographedSince there was not an option to have the photo retaken we processed a refund check of $There was also a class picture that was done that day that Mrs*** had not received yet so we have put in for a
reorder of the class picture to be sent to their home to ensure that they receive it
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.I have not received the mailed proofs but the company response states that they should be received by 10/24/2016.In order to receive the online session ID and code I did have to contact the company again the day after filing my Revdex.com complaint The company contacted me directly only after Revdex.com complaint I had to take the initiative to have all matters resolved.I would not recommend this company in any capacity However, they have the market and must be dealt with accordingly. Thank you for your assistance