I have been informed by our customer service representative that they contacted Ms. [redacted] and obtained the additional information they needed in order to find the image of her son. Customer service has requested that the picture order be shipped to Ms. [redacted] by November 22, 2016. ...
Ms. [redacted] informed the customer service representative that she had received a refund for the original order. The customer service representative will follow up with Ms. [redacted] in a few days to confirm receipt of the order.
From: [redacted] Sent: Saturday, September 23, 2017 8:51 PMTo: Revdex.com; [email protected]: Re: You have a new message from the Revdex.com of Central Ohio in regards to your complaint #[redacted]Hello. I am not sure what is going on. Your message went to my other folder and I am just now seeing it. Yes, The Bag has been coming pretty regularly. One week it came to just me in the neighborhood. But I think the company is working on it. The problem is that it keeps happening. It may be delivered for a month or two and then we are back at the same problem. I was hoping that this would fix the problem completely. Thanks.[redacted]
Revdex.com -ON 19 Aug 15 one Debby H. from the Dispatch called me & said it would be about 30 days for me to get the check for $104.00. They also offered me a promotional rate for delivery of the Dispatch - I will advise you when I recieve the $104.00 check, which for me, will close my complaint! I appreciate & "thank you" for all you have done to resolve this complaint! If the check does not arrive by 19 Sep I will contact Debby!
We contacted Mrs. [redacted] and we were able to send them a new link for the missing digital image. Mrs. [redacted] has confirmed that she received it and everything was correct with it. We also provided the customer with a full refund of $48.07 for the inconvenience. Mrs. [redacted] was happy with the resolution...
and stated that she needed no further assistance at this time.
I have been informed by our customer service manager that she telephoned Ms. [redacted] today and Ms. [redacted] confirmed that the portion of her order that she paid on her credit card was the portion of the order that was incorrect. Because this was going to be a Christmas gift and...
there was not enough time before Christmas to have the problem corrected, Ms. [redacted] requested a refund. A refund in the amount of $75.69 was processed today and Ms. [redacted] should see it on her card in approximately three to five business days.
I am rejecting this response because:
what I had asked lifetouch 3times was not for a confirmation but when the yearbook would come in and I never got a response. I did receive the photo and couldn't believe they would print that. I ask that they look at the photo, my Childs face is partly covered by a teacher, bed photographer.
RE: [redacted] [redacted] [redacted] Complaint # [redacted] Please accept this as confirmation that we received the complaint from your office regarding [redacted] and her customer...
service issues. Ms. [redacted] was upset about her hold time for over 30 minutes when calling customer service. She was also upset that she could not cancel her account online or get access. She also stated that the system could not find her account online. We are happy to address her concerns.In reviewing Ms. [redacted]’s account we do see that she spoke to a Supervisor at the call center on 1-19-18, the same day of this complaint being filed. At that time she was disputing a past due amount on her bill, and the agent gave her a one-time courtesy credit. There were no further notes expressing any additional concerns.We are aware that at times there are high call volumes and can be an extensive hold time. This has been especially true recently with the inclement weather Columbus has experienced. If someone prefers not to hold, they are given the option of a callback from an agent. Ms. [redacted] is correct that we do not cancel subscriptions online. This is the policy of the Columbus Dispatch and is noted on the billing invoices and online at dispatch.com/termsofsale (1.9). This policy is for the safety and security of our subscribers to ensure that all refunds and payments are correct, and that the request is properly processed. Regarding access to her account online, we have tested the online subscription management and are able to successfully access her account. We are unclear as to why she could not access it, and will be happy to assist her with that. She can certainly call our customer service at 877-734-7728 where a representative can assist. She is also welcome to email [email protected] with any questions. She will receive a response within 48 hours. It is true, however, that she would not be able to cancel her subscription via this site. We believe we have addressed and responded to Ms. [redacted]’s concerns and appreciate the opportunity to do so. If there is anything else we can do to further assist please let us know.Tell us why here...
We contacted Mrs. [redacted] to address this issue. We attempted to remove the retouching that had been done on the photos and have it redone to Mrs. [redacted] specifications. Unfortunately we were not able to get the retouching done to their satisfaction. Instead, per Mrs. [redacted] request, we removed...
all the retouching from the image and provided them with a digital copy of that photo.
Today, June 28,2015, I again am picking up the Advertiser that is on the ground. I have been picking this paper up every week since early last fall. IWe would be happy to accept this offer of stopping the delivery but as of today, delivery did happen. Thank you
I am rejecting this response because:I did reach out to a local rep and the email response tone was very unprofessional. I then decided to reach out to headquarters for a professional approach to this issue.I was contacted by a headquarters rep and I returned the call - our times clashed because of working schedules. I left two messages for the rep to contact me via email vs phone.
Please accept this as confirmation that we received the complaint from your office regarding [redacted] and his billing and collection issues. Mr. [redacted] was upset that he was sent a bill for $4.41 after cancelling the paper and paying his bill in full. This was understandable and we would like to...
address his concern. Mr. [redacted] cancelled his subscription and sent in a final payment 11-29-17. Unfortunately, our system automatically generated a restart on his account when the payment was applied. This resulted in a $4.41 accrual on his account. Mr. [redacted] had to call in again to cancel, and once the error was discovered the account was stopped immediately. At that time a credit of $4.41 should have been applied to Mr. [redacted] account to clear the balance. This did not happen due to an agent error and we apologize for that. This resulted in another bill being sent to Mr. [redacted]. Please know that that we have made all of the necessary adjustments to the account and Mr. [redacted] will receive no further bills, and his account is in good standing. This was completely our error, and the incident will be used as a training tool to improve our services. Again, we apologize for the frustration this caused Mr. [redacted]. If there is anything we can further do to assist him we will be happy to do so. Thank you.
I received the bag again. I want it stopped. I called customer service and they said they would put me on a list not to receive it. This has happened many times before. I do not want to receive the bag.
A customer service representative spoke with Ms. [redacted] yesterday. Ms. [redacted] received the wrong poses in her picture package that she ordered of her daughter's prom. The customer service representative informed Ms. [redacted] that they would correct the problem. The representative also offered...
Ms. [redacted] additional prints for her inconvenience, but Ms. [redacted] refused. Ms. [redacted] just wanted the poses corrected. The representative informed Ms. [redacted] they were working on getting the portraits out to her as quickly and as soon as possible.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, for the time being. I understand that this is a technical issue with the Visa corporation. However, I expect Lifetouch to expect Lifetouch to perform their due diligence by keeping the lines of communication open regarding this complaint. In speaking with a Lifetouch representative, I have been told that their finance department is in the process of working out this issue with Visa, but could not provide me an estimated date of refund.
RE: [redacted] [redacted] [redacted] Complaint #[redacted] Please accept this as confirmation that we have received the complaint from [redacted] regarding her billing and...
collection issues. Ms. [redacted] consistently pays her bill, and it was recently brought to her attention that the Columbus Dispatch provides Premium Editions throughout the year, for which the subscriber is charged. These Premium editions are published to provide additional information and value. Full details on premium editions are on subscriber invoices and on our website dispatch.com/termsofsale. Ms. [redacted] was upset that she had paid her bill for 13 weeks, and that the subscription length had shortened due to the Premium Edition charges. Her first concern was that she wanted her subscription “paid through” date to remain at what it originally was when she first paid, and she also requested to be excluded from the premium charges. In reviewing Ms. [redacted]’s account, these two requests had already been entered on her account when she spoke with a customer service representative on 8-31-17. Ms. [redacted] also stated she would like to see details of any price change information noted on the front of the invoices, as opposed to the back. She mentioned some other suggestions in her complaint as well, and these have been forwarded to the proper departments to review. At this time Ms. [redacted]'s desired settlement has been met to the best of our ability. While we cannot change the billing invoices, we have excluded her account from all future Premium Charges, and have confirmed that credit has been applied to her account to honor the 9-17-17 expiration date as requested. Thank you, and please let me know if I can further assist.
I have been informed by our customer service representative that they contacted Ms. [redacted] and got the information needed to find the order. Another digital image has been sent to Ms. [redacted]. Our customer service representative will check back with Ms. [redacted] in a few days to...
Mr. [redacted] was photographed by Lifetouch at a church on 10/26/15. We shipped his order on 12/1/15. No one ever contacted Lifetouch to say the order had not been received. On 2/17/16 Lifetouch received notification from Mr. [redacted]'s credit card company that they were doing a...
chargeback. We responded that we shipped the order on 12/1/15 and Lifetouch never heard from anyone again until the filing of this Revdex.com claim. In researching the facts we find the credit card company did not proceed through with the chargeback therefore Lifetouch did still have Mr. [redacted]'s payment. Today I have credited the full amount of $287.82 back to his credit card. There is a copy of the credit slip attached.Diane [redacted], Manager Guest Services, ###-###-#### d[redacted]@lifetouch.com
We contacted Mr. [redacted] and apologized for the confusion regarding the portrait program. We let the customer know that since they were unaware that they still owed for the photos when they passed them out that we would waive the fee for the photos and take them off the list of people that still...
need to pay. Mr. [redacted] stated that he was happy with this outcome and needed no further assistance at this time.
I have been informed by our customer service representative that they contacted Ms. [redacted] and obtained the additional information they needed in order to find the image of her son. Customer service has requested that the picture order be shipped to Ms. [redacted] by November 22, 2016. ...
Ms. [redacted] informed the customer service representative that she had received a refund for the original order. The customer service representative will follow up with Ms. [redacted] in a few days to confirm receipt of the order.
From: [redacted] Sent: Saturday, September 23, 2017 8:51 PMTo: Revdex.com; [email protected]: Re: You have a new message from the Revdex.com of Central Ohio in regards to your complaint #[redacted]Hello. I am not sure what is going on. Your message went to my other folder and I am just now seeing it. Yes, The Bag has been coming pretty regularly. One week it came to just me in the neighborhood. But I think the company is working on it. The problem is that it keeps happening. It may be delivered for a month or two and then we are back at the same problem. I was hoping that this would fix the problem completely. Thanks.[redacted]
Revdex.com -ON 19 Aug 15 one Debby H. from the Dispatch called me & said it would be about 30 days for me to get the check for $104.00. They also offered me a promotional rate for delivery of the Dispatch - I will advise you when I recieve the $104.00 check, which for me, will close my complaint! I appreciate & "thank you" for all you have done to resolve this complaint! If the check does not arrive by 19 Sep I will contact Debby!
We contacted Mrs. [redacted] and we were able to send them a new link for the missing digital image. Mrs. [redacted] has confirmed that she received it and everything was correct with it. We also provided the customer with a full refund of $48.07 for the inconvenience. Mrs. [redacted] was happy with the resolution...
and stated that she needed no further assistance at this time.
I have been informed by our customer service manager that she telephoned Ms. [redacted] today and Ms. [redacted] confirmed that the portion of her order that she paid on her credit card was the portion of the order that was incorrect. Because this was going to be a Christmas gift and...
there was not enough time before Christmas to have the problem corrected, Ms. [redacted] requested a refund. A refund in the amount of $75.69 was processed today and Ms. [redacted] should see it on her card in approximately three to five business days.
I am rejecting this response because:
what I had asked lifetouch 3times was not for a confirmation but when the yearbook would come in and I never got a response. I did receive the photo and couldn't believe they would print that. I ask that they look at the photo, my Childs face is partly covered by a teacher, bed photographer.
RE: [redacted] [redacted] [redacted] Complaint # [redacted] Please accept this as confirmation that we received the complaint from your office regarding [redacted] and her customer...
service issues. Ms. [redacted] was upset about her hold time for over 30 minutes when calling customer service. She was also upset that she could not cancel her account online or get access. She also stated that the system could not find her account online. We are happy to address her concerns.In reviewing Ms. [redacted]’s account we do see that she spoke to a Supervisor at the call center on 1-19-18, the same day of this complaint being filed. At that time she was disputing a past due amount on her bill, and the agent gave her a one-time courtesy credit. There were no further notes expressing any additional concerns.We are aware that at times there are high call volumes and can be an extensive hold time. This has been especially true recently with the inclement weather Columbus has experienced. If someone prefers not to hold, they are given the option of a callback from an agent. Ms. [redacted] is correct that we do not cancel subscriptions online. This is the policy of the Columbus Dispatch and is noted on the billing invoices and online at dispatch.com/termsofsale (1.9). This policy is for the safety and security of our subscribers to ensure that all refunds and payments are correct, and that the request is properly processed. Regarding access to her account online, we have tested the online subscription management and are able to successfully access her account. We are unclear as to why she could not access it, and will be happy to assist her with that. She can certainly call our customer service at 877-734-7728 where a representative can assist. She is also welcome to email [email protected] with any questions. She will receive a response within 48 hours. It is true, however, that she would not be able to cancel her subscription via this site. We believe we have addressed and responded to Ms. [redacted]’s concerns and appreciate the opportunity to do so. If there is anything else we can do to further assist please let us know.Tell us why here...
We contacted Mrs. [redacted] to address this issue. We attempted to remove the retouching that had been done on the photos and have it redone to Mrs. [redacted] specifications. Unfortunately we were not able to get the retouching done to their satisfaction. Instead, per Mrs. [redacted] request, we removed...
all the retouching from the image and provided them with a digital copy of that photo.
Today, June 28,2015, I again am picking up the Advertiser that is on the ground. I have been picking this paper up every week since early last fall. IWe would be happy to accept this offer of stopping the delivery but as of today, delivery did happen. Thank you
I am rejecting this response because:I did reach out to a local rep and the email response tone was very unprofessional. I then decided to reach out to headquarters for a professional approach to this issue.I was contacted by a headquarters rep and I returned the call - our times clashed because of working schedules. I left two messages for the rep to contact me via email vs phone.
Please accept this as confirmation that we received the complaint from your office regarding [redacted] and his billing and collection issues. Mr. [redacted] was upset that he was sent a bill for $4.41 after cancelling the paper and paying his bill in full. This was understandable and we would like to...
address his concern. Mr. [redacted] cancelled his subscription and sent in a final payment 11-29-17. Unfortunately, our system automatically generated a restart on his account when the payment was applied. This resulted in a $4.41 accrual on his account. Mr. [redacted] had to call in again to cancel, and once the error was discovered the account was stopped immediately. At that time a credit of $4.41 should have been applied to Mr. [redacted] account to clear the balance. This did not happen due to an agent error and we apologize for that. This resulted in another bill being sent to Mr. [redacted]. Please know that that we have made all of the necessary adjustments to the account and Mr. [redacted] will receive no further bills, and his account is in good standing. This was completely our error, and the incident will be used as a training tool to improve our services. Again, we apologize for the frustration this caused Mr. [redacted]. If there is anything we can further do to assist him we will be happy to do so. Thank you.
I received the bag again. I want it stopped. I called customer service and they said they would put me on a list not to receive it. This has happened many times before. I do not want to receive the bag.
A customer service representative spoke with Ms. [redacted] yesterday. Ms. [redacted] received the wrong poses in her picture package that she ordered of her daughter's prom. The customer service representative informed Ms. [redacted] that they would correct the problem. The representative also offered...
Ms. [redacted] additional prints for her inconvenience, but Ms. [redacted] refused. Ms. [redacted] just wanted the poses corrected. The representative informed Ms. [redacted] they were working on getting the portraits out to her as quickly and as soon as possible.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, for the time being. I understand that this is a technical issue with the Visa corporation. However, I expect Lifetouch to expect Lifetouch to perform their due diligence by keeping the lines of communication open regarding this complaint. In speaking with a Lifetouch representative, I have been told that their finance department is in the process of working out this issue with Visa, but could not provide me an estimated date of refund.
RE: [redacted] [redacted] [redacted] Complaint #[redacted] Please accept this as confirmation that we have received the complaint from [redacted] regarding her billing and...
collection issues. Ms. [redacted] consistently pays her bill, and it was recently brought to her attention that the Columbus Dispatch provides Premium Editions throughout the year, for which the subscriber is charged. These Premium editions are published to provide additional information and value. Full details on premium editions are on subscriber invoices and on our website dispatch.com/termsofsale. Ms. [redacted] was upset that she had paid her bill for 13 weeks, and that the subscription length had shortened due to the Premium Edition charges. Her first concern was that she wanted her subscription “paid through” date to remain at what it originally was when she first paid, and she also requested to be excluded from the premium charges. In reviewing Ms. [redacted]’s account, these two requests had already been entered on her account when she spoke with a customer service representative on 8-31-17. Ms. [redacted] also stated she would like to see details of any price change information noted on the front of the invoices, as opposed to the back. She mentioned some other suggestions in her complaint as well, and these have been forwarded to the proper departments to review. At this time Ms. [redacted]'s desired settlement has been met to the best of our ability. While we cannot change the billing invoices, we have excluded her account from all future Premium Charges, and have confirmed that credit has been applied to her account to honor the 9-17-17 expiration date as requested. Thank you, and please let me know if I can further assist.
At 3:23 pm, [redacted], left the following voice mail message stating that her complaint had been handled to her satisfaction.
I have been informed by our customer service representative that they contacted Ms. [redacted] and got the information needed to find the order. Another digital image has been sent to Ms. [redacted]. Our customer service representative will check back with Ms. [redacted] in a few days to...
confirm receipt of the digital image.
Mr. [redacted] was photographed by Lifetouch at a church on 10/26/15. We shipped his order on 12/1/15. No one ever contacted Lifetouch to say the order had not been received. On 2/17/16 Lifetouch received notification from Mr. [redacted]'s credit card company that they were doing a...
chargeback. We responded that we shipped the order on 12/1/15 and Lifetouch never heard from anyone again until the filing of this Revdex.com claim. In researching the facts we find the credit card company did not proceed through with the chargeback therefore Lifetouch did still have Mr. [redacted]'s payment. Today I have credited the full amount of $287.82 back to his credit card. There is a copy of the credit slip attached.Diane [redacted], Manager Guest Services, ###-###-#### d[redacted]@lifetouch.com
We contacted Mr. [redacted] and apologized for the confusion regarding the portrait program. We let the customer know that since they were unaware that they still owed for the photos when they passed them out that we would waive the fee for the photos and take them off the list of people that still...
need to pay. Mr. [redacted] stated that he was happy with this outcome and needed no further assistance at this time.
As of 12/2/17 No check has been recieved.[redacted]