Lizards2go

I have contacted our Perks membership department to cancel the membership and issue a full refund. Please allow up to 5-7 business days for the credit to appear on your online billing statement.

I have received and investigated the complaint from Ms. [redacted] regarding our ID Sentinel Alert membership program.Our record show that on January 26, 2015, Ms. [redacted] was offered and accepted a trial membership in this program.  This offer was made by one of our customer service representatives...

following an order she placed with our Dr. Leonards' catalog.ID Sentinel Alert offers members identity theft protection that includes monitoring hundreds of financial institutions, insurance groups, cell phone details and property records.  The three credit bureaus are also monitored for suspicious activity.  In addition, this program provides 24-hour Roadside Assistance to its members.  The cost of this membership, which is billed monthly, is $6.99 for the first month, and then $19.99 until the customer chooses to cancel.  This information, along with specific information on how to cancel the membership is explained when the membership is offered and is also included in the membership materials mailed after acceptance.We did review the call and Ms. [redacted]'s verbal agreement to try the membership was "Ok yes".Dr. Leonard's has a satisfaction guarantee policy on all products including ID Sentinel Alert.  Since this letter has put us on notice that Ms. [redacted]'s is not satisfied, we have canceled the membership and issued a full refund in the amount of $6.99.I am sorry for any inconvenience we have caused this customer.

I have researched Ms. [redacted] account and found that although she did pay the late fee when there was a problem with her bank, she did not make a payment of the principle of the account.  The late fee was paid on January 5, 2015, but no other payment was received until 2/23/15.  This...

cause the extra late fees to be added to her account on a monthly basis.As a courtesy, I have written off the balance on the account, a total of $70.90.  This brings her balance to zero.  This write off will be processed in our next billing cycle, and all phone calls regarding the late balance will cease.I apologize for any inconvenience that we have caused and for the inability to reach someone in our credit department.

Customer was overcharged for a sale price item. We called Ms. [redacted] to inform her we have a applied a $35.60 credit to her account. We also gave Ms. 20% discount on her next order. The customer was extremely appreciative and accepted the resolution.

[A default letter is...

provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.
Regards,
[redacted]

I received and investigated the complaint from Ms. [redacted].  When she called about the defective pants, our agent should have issued her an immediate refund and told her to dispose of the two parts of pants.  Since the items were $14.99, it is our practice to just discard the item, and not...

bother the customer with the return of the item.I do see that when she called again on 10/24/16, that the credit of $29.98 was issued to the visa card used in the purchase.  I will speak to the agents involved in not following procedure.  I apologize for the inconvenience that we have caused.  If I can be of any further assistance, please contact me directly.Sincerely,[redacted]Director of Order Services

I have received and investigated the complaint from Ms. [redacted] and would like to apologize for the delay in shipping of her order.  Our normal shipping time is one day after receipt and I have no explanation as to why this order did not go out.  I have addressed the poor customer service...

with the agents involved.  The order should have been re-issued and shipped when Ms. [redacted] called us on May 16, 2016 for the status of her order.She have been given full credit for the order which was delivered to her on June 7, 2016 at 3:11pm as per FedEx Tracking.  I am sorry but it is not our practice to refund more than the price of the order.Sincerely,[redacted]Director of Order Services

[A default letter is provided here which indicates your acceptance of the business's...

response.  If you wish, you may update it before sending it.]
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.
Regards,
[redacted]  I need for  you all to let carol wright and dr.learond and I need the  exct order date when I bought the obrit trim and all  send me the information thank you

I am rejecting this response because:
I do not agree with their findings and I can't say what I want in response to whoever wrote it as their a liar. I know when I returned the slippers, I wrote on the return slip that I wanted an exchange of the same item, just one size smaller. Usually I make copies of everything I do, but didn't really think I had to on this as it should've been a no brainer, but I guess I was wrong. Ask them to show you the return slip and you'll see what I wrote. Although it's a mute point now anyways as I called them the day I got their response and they told me that they no longer sell them. How convenient. I don't think it's right or fair that companies can do business like this now, but I don't care anymore. It's not gonna make any difference. Which is why I told them to just send my refund and cancel my account. That's the other thing. I just paid off my balance a week before, so why would I do that if I didn't want them?
Regards,
Dale [redacted]

First, I would like to apologize for the delay in responding to this complaint.  I wanted to make sure that all of the problems with this order were fully handled prior to sending the response.When the order for Ms. [redacted] arrived with a money order and the order form checked as "Shop Now Pay...

Plan credit" it confused our system.  It was really the first time this has happened.  The order form was scanned, as a house credit order, but the money order was separated.  It took some searching to find that the money order should have been handled as a "down payment" on the order.  Instead it was sent to our credit department for processing.  The total order amount came to $58.91.When the complaint was received the pieces were put together and the order was released for shipping.  Due to year end inventory, the order did not ship until yesterday 1/10/16, with 1 item still owed the customer.  Unfortunately, the woman's indoor moccasins are currently on back order.  They are due to arrive in our warehouse on 1/20/16 and will be shipped as soon as possible. The $35.00 was credited to her account, so the current balance is $13.92.  The charge for the moccasins will be added when they are shipped.Again, I apologize for the delays.  If I can be of any further assistance, please do not hesitate to contact me directly.Sincerely,Pat N[redacted]Director of Order Services

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.
Regards,
[redacted]

I have received and investigated the complaint from Ms. [redacted].  I do apologize for the inconvenience we caused her.  As soon as I checked her account I saw that the credit for $41.96 was still on her account.  I processed that credit this morning and will watch to make sure that it...

goes to her [redacted] by end of day.  It appears to have been caused by the unavailability of the items she wanted to exchange.  Again I do apologize for the inconvenience we have caused. Sincerely,Pat N[redacted]Director of Order Services

I do not agree with their assessment, but I will accept the outcome, as long as it does not appear on my credit report.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

I have again contacted our credit department, giving them the information supplied by Mr. [redacted].  I have been told that they are trying to reach the customer directly so that they can resolve the address discrepancy and get his orders released.  They cannot do anything about the discrepancy the bureaus are reporting on his address, and suggest that he may want to contact them and make sure they have his correct address on file.  I apologize for the inconvenience we have caused him, and if I can do anything further to help, please let me know.Sincerely,Pat NDirector of Order Services

I have received and investigated the complaint from [redacted].  The order for the jacket was placed on September 9, 2014, for the amount of $38.93.  Since no payments were received his "Shop Now Pay Plan" account was turned over to collections.We did receive payment in full - $59.65...

which included finance charges and late fees on March 2, 2015.  When a credit account is turned over to a collection agency, the account is coded as such, and no other orders, regardless of the method of payment are accepted on that account.  We do not have the ability to charge the status of the account.  Our credit department can be reached at [redacted] for further explanations.Please contact me directly is I can be of any further assistance. Sincerely,[redacted]Director of Order Services

Complaint: [redacted]
I am rejecting this response because:I have lived at the same address for 14 years! 
I received two catalogues last month from your company. And I have received letters after I placed my orders from your credit dept rejecting my credit and asking for a 50% down payment. My address is [redacted] [redacted] an my phone # is [redacted]
Regards,
[redacted]

I apologize for the delay in responding - the refund was processed and issued on 1/22/15.  I have instructed the returns department to send Mr [redacted] a copy of the paperwork used to process the return.