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 and the matter has been resolved Sincerely, [redacted]
The expiration date we post in our customer’s accounts and in receipt emails is simply an estimation based on average standard lead times for the publishersThe expiration date that is printed on the customer’s magazine is the actual expiration date and is set by the publisher and depends on the actual start date of the subscriptionFor the same reason that we ask customers to allow a to week delivery time, the timing occasionally varies depending on how long it takes the publisher to process the orderIn terms of [redacted] subscription, it seems that her original subscription possibly started serving slightly earlier than our estimated start date, which would have lead to her subscription ending slightly sooner than our estimated expiration dateHowever, when she manually renewed her subscription through our agency, for some reason the publisher had two separate accounts for her subscriptions, so instead of stacking on the end of her current subscription, her renewal order started serving on top of her original subscription, resulting in the duplicate issues she mentions, also resulting in her subscription expiring earlier than expected as the duplicate issues she was receiving were actually the beginning of her renewal subscriptionWe have since contacted the publisher and had the two orders combined, and the publisher has extended her subscription to cover the duplicate issues, and her new (and correct) expiration date is February ***, Because this is technically the correct expiration date, the publisher is unable to extend her expiration date further to March **, as she has requestedWe sincerely apologize for this inconvenience and have issued [redacted] a refund for issues (roughly months worth), to make up for issues she feels she is being shorted, as well as for the inconvenienceAgain, we apologize for the confusion/inconvenience but we do pride ourselves on running a business that is open, honest and guarantees 100% customer satisfactionWe are constantly looking for ways to improve customer communications and your comments are helpful in that endeavor
[redacted] is NOT a customer of ours The publisher of this publication has numerous outlets where they have authorized their products for sale but you must contact the publisher or the original vendor for customer service and we are neither in this instanceContrix Inc [redacted] is a destination website for nearly magazine titles but you have to have originally ordered from us directly for customer service assistanceThis persons’ name, address, email address, and phone numbers do not exist in our database so they never placed an order with usFurthermore, we do not send bills of any kind (physical mail or email), as she is saying she is getting bills in her mailboxTo order from us you must pay with a credit card upon ordering and this person has never ordered from us nor has anyone ordered for her We would suggest she contacts the magazine publisher directly for each publication as they can tell her where the subscription was originally purchased and file the complaint correctly We consider this to be a closed matter as it relates to Contrix Inc
When *** *** originally purchased the subscription he agreed to the terms of our Safe Renew program that are clearly stated on check out prior to purchase and in the receipt:
“Safe Renew Offer: As an added benefit you will receive uninterrupted service and delivery of Street Rodder and your
subscription will be automatically renewed at the lowest publicly available rate on our websiteYou won't be bothered with any renewal notices in the mail; instead, you will receive a clearly marked reminder at least days before your credit card is chargedYou may opt out of the automatic renewal program at anytime by contacting customer service.”
We realize that someone might not read this for any number of reasons and that’s why we send a renewal notification card and allow the customer to opt-out (or opt back in) at anytime during the lifetime of the subscription term as we guarantee your satisfactionThe confusion here seems to be stemming from the fact that *** *** placed two separate orders for Street Rodder in 2013, which stacked at the fulfillment house, leading to the later expiration date of April However, because they were technically two separate orders in our system, one was set to expire December *, which is why he received the renewal notification in the mailWe have corrected this in our system to reflect the correct expiration date (April 2017), and I can confirm that the renewal order has since been canceled which removes the subscriber from the safe-renew programYou will not be automatically renewed unless you turn the feature back on in your accountIt’s completely yo ur choice
The price we have is the lowest possible price given to us by the publisherWhile we try, and are usually able to have our prices match the price of purchasing a subscription through the magazine directly, the publisher is free to change their price as they wish, and it is the customers’ choice whether or not to purchase a subscription with usWe sincerely apologize for any inconvenience
Again, we apologize for the confusion/inconvenience but we do pride ourselves on running a business that is open, honest and guarantees 100% customer satisfactionWe are constantly looking for ways to improve customer communications and your comments are helpful in that endeavor
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 and the matter has been resolved
Sincerely,
*** ***
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 and the matter has been resolved.
Sincerely,
[redacted]
[redacted] is NOT a customer of ours.
The publisher of this publication has numerous outlets where they have authorized their products for sale but you must contact the publisher or the original vendor for customer service and we are neither in this instance. Contrix Inc. [redacted]...
is a destination website for nearly 1000 magazine titles but you have to have originally ordered from us directly for customer service assistance. This persons’ name, address, email address, and phone numbers do not exist in our database so they never placed an order with us. Furthermore, we do not send bills of any kind (physical mail or email), as she is saying she is getting bills in her mailbox. To order from us you must pay with a credit card upon ordering and this person has never ordered from us nor has anyone ordered for her.
We would suggest she contacts the magazine publisher directly for each publication as they can tell her where the subscription was originally purchased and file the complaint correctly.
We consider this to be a closed matter as it relates to Contrix Inc.
When [redacted]s subscription was originally purchased, delivery information for the magazine was stated clearly on the order page. Included in this information is that the 6 to 8 week delivery periods are not a warranty, and are simply the standard industry lead times and while every effort is...
made to expedite orders, occasionally subscription orders may not be received for longer. Once we have sent an order to the fulfillment house, it is out of our hands and can take up to two weeks before the publisher even processes the order, at which time it is added to their next production cycle, which can take more time. This particular order was made on November *, 2014, was sent to the fulfillment house on November **, 2014. Publishers ask to allow two weeks for orders to be processed once they receive them, which this order was. We wish the delivery times were shorter as well, but unfortunately, this is standard operating procedure in this I ndustry.In reference to [redacted]’s request to be sent back issues, as it is stated on our order page to “please note that your subscription ultimately starts when you receive your first issue, not when you place your order,” so unfortunately, it is not as simple as sending him missed issues, as his subscription has not technically started yet. We apologize that his subscription has taken longer than he expected to start, and for this inconvenience we will be happy to issue him a full refund, while keeping his subscription order active. Again, we sincerely apologize for any upset/inconvenience this may have caused. We are constantly looking for ways to improve customer communications and your comments are helpful in that endeavor. Please let us know if you have any further questions
The expiration date we post in our customer’s accounts and in receipt emails is simply an estimation based on average standard lead times for the publishers. The expiration date that is printed on the customer’s magazine is the actual expiration date and is set by the publisher and depends on the...
actual start date of the subscription. For the same reason that we ask customers to allow a 6 to 8 week delivery time, the timing occasionally varies depending on how long it takes the publisher to process the order. In terms of [redacted] subscription, it seems that her original subscription possibly started serving slightly earlier than our estimated start date, which would have lead to her subscription ending slightly sooner than our estimated expiration date. However, when she manually renewed her subscription through our agency, for some reason the publisher had two separate accounts for her subscriptions, so instead of stacking on the end of her current subscription, her renewal order started serving on top of her original subscription, resulting in the duplicate issues she mentions, also resulting in her subscription expiring earlier than expected as the duplicate issues she was receiving were actually the beginning of her renewal subscription. We have since contacted the publisher and had the two orders combined, and the publisher has extended her subscription to cover the duplicate issues, and her new (and correct) expiration date is February [redacted], 2016. Because this is technically the correct expiration date, the publisher is unable to extend her expiration date further to March **, 2014 as she has requested. We sincerely apologize for this inconvenience and have issued [redacted] a refund for 12 issues (roughly 3 months worth), to make up for issues she feels she is being shorted, as well as for the inconvenience. Again, we apologize for the confusion/inconvenience but we do pride ourselves on running a business that is open, honest and guarantees 100% customer satisfaction. We are constantly looking for ways to improve customer communications and your comments are helpful in that endeavor.
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 and the matter has been resolved Sincerely, [redacted]
The expiration date we post in our customer’s accounts and in receipt emails is simply an estimation based on average standard lead times for the publishersThe expiration date that is printed on the customer’s magazine is the actual expiration date and is set by the publisher and depends on the actual start date of the subscriptionFor the same reason that we ask customers to allow a to week delivery time, the timing occasionally varies depending on how long it takes the publisher to process the orderIn terms of [redacted] subscription, it seems that her original subscription possibly started serving slightly earlier than our estimated start date, which would have lead to her subscription ending slightly sooner than our estimated expiration dateHowever, when she manually renewed her subscription through our agency, for some reason the publisher had two separate accounts for her subscriptions, so instead of stacking on the end of her current subscription, her renewal order started serving on top of her original subscription, resulting in the duplicate issues she mentions, also resulting in her subscription expiring earlier than expected as the duplicate issues she was receiving were actually the beginning of her renewal subscriptionWe have since contacted the publisher and had the two orders combined, and the publisher has extended her subscription to cover the duplicate issues, and her new (and correct) expiration date is February ***, Because this is technically the correct expiration date, the publisher is unable to extend her expiration date further to March **, as she has requestedWe sincerely apologize for this inconvenience and have issued [redacted] a refund for issues (roughly months worth), to make up for issues she feels she is being shorted, as well as for the inconvenienceAgain, we apologize for the confusion/inconvenience but we do pride ourselves on running a business that is open, honest and guarantees 100% customer satisfactionWe are constantly looking for ways to improve customer communications and your comments are helpful in that endeavor
[redacted] is NOT a customer of ours The publisher of this publication has numerous outlets where they have authorized their products for sale but you must contact the publisher or the original vendor for customer service and we are neither in this instanceContrix Inc [redacted] is a destination website for nearly magazine titles but you have to have originally ordered from us directly for customer service assistanceThis persons’ name, address, email address, and phone numbers do not exist in our database so they never placed an order with usFurthermore, we do not send bills of any kind (physical mail or email), as she is saying she is getting bills in her mailboxTo order from us you must pay with a credit card upon ordering and this person has never ordered from us nor has anyone ordered for her We would suggest she contacts the magazine publisher directly for each publication as they can tell her where the subscription was originally purchased and file the complaint correctly We consider this to be a closed matter as it relates to Contrix Inc
When *** *** originally purchased the subscription he agreed to the terms of our Safe Renew program that are clearly stated on check out prior to purchase and in the receipt:
“Safe Renew Offer: As an added benefit you will receive uninterrupted service and delivery of Street Rodder and your
subscription will be automatically renewed at the lowest publicly available rate on our websiteYou won't be bothered with any renewal notices in the mail; instead, you will receive a clearly marked reminder at least days before your credit card is chargedYou may opt out of the automatic renewal program at anytime by contacting customer service.”
We realize that someone might not read this for any number of reasons and that’s why we send a renewal notification card and allow the customer to opt-out (or opt back in) at anytime during the lifetime of the subscription term as we guarantee your satisfactionThe confusion here seems to be stemming from the fact that *** *** placed two separate orders for Street Rodder in 2013, which stacked at the fulfillment house, leading to the later expiration date of April However, because they were technically two separate orders in our system, one was set to expire December *, which is why he received the renewal notification in the mailWe have corrected this in our system to reflect the correct expiration date (April 2017), and I can confirm that the renewal order has since been canceled which removes the subscriber from the safe-renew programYou will not be automatically renewed unless you turn the feature back on in your accountIt’s completely yo ur choice
The price we have is the lowest possible price given to us by the publisherWhile we try, and are usually able to have our prices match the price of purchasing a subscription through the magazine directly, the publisher is free to change their price as they wish, and it is the customers’ choice whether or not to purchase a subscription with usWe sincerely apologize for any inconvenience
Again, we apologize for the confusion/inconvenience but we do pride ourselves on running a business that is open, honest and guarantees 100% customer satisfactionWe are constantly looking for ways to improve customer communications and your comments are helpful in that endeavor
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 and the matter has been resolved
Sincerely,
*** ***
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 and the matter has been resolved.
Sincerely,
[redacted]
[redacted] is NOT a customer of ours.
The publisher of this publication has numerous outlets where they have authorized their products for sale but you must contact the publisher or the original vendor for customer service and we are neither in this instance. Contrix Inc. [redacted]...
is a destination website for nearly 1000 magazine titles but you have to have originally ordered from us directly for customer service assistance. This persons’ name, address, email address, and phone numbers do not exist in our database so they never placed an order with us. Furthermore, we do not send bills of any kind (physical mail or email), as she is saying she is getting bills in her mailbox. To order from us you must pay with a credit card upon ordering and this person has never ordered from us nor has anyone ordered for her.
We would suggest she contacts the magazine publisher directly for each publication as they can tell her where the subscription was originally purchased and file the complaint correctly.
We consider this to be a closed matter as it relates to Contrix Inc.
When [redacted]s subscription was originally purchased, delivery information for the magazine was stated clearly on the order page. Included in this information is that the 6 to 8 week delivery periods are not a warranty, and are simply the standard industry lead times and while every effort is...
made to expedite orders, occasionally subscription orders may not be received for longer. Once we have sent an order to the fulfillment house, it is out of our hands and can take up to two weeks before the publisher even processes the order, at which time it is added to their next production cycle, which can take more time. This particular order was made on November *, 2014, was sent to the fulfillment house on November **, 2014. Publishers ask to allow two weeks for orders to be processed once they receive them, which this order was. We wish the delivery times were shorter as well, but unfortunately, this is standard operating procedure in this I ndustry.In reference to [redacted]’s request to be sent back issues, as it is stated on our order page to “please note that your subscription ultimately starts when you receive your first issue, not when you place your order,” so unfortunately, it is not as simple as sending him missed issues, as his subscription has not technically started yet. We apologize that his subscription has taken longer than he expected to start, and for this inconvenience we will be happy to issue him a full refund, while keeping his subscription order active. Again, we sincerely apologize for any upset/inconvenience this may have caused. We are constantly looking for ways to improve customer communications and your comments are helpful in that endeavor. Please let us know if you have any further questions
The expiration date we post in our customer’s accounts and in receipt emails is simply an estimation based on average standard lead times for the publishers. The expiration date that is printed on the customer’s magazine is the actual expiration date and is set by the publisher and depends on the...
actual start date of the subscription. For the same reason that we ask customers to allow a 6 to 8 week delivery time, the timing occasionally varies depending on how long it takes the publisher to process the order. In terms of [redacted] subscription, it seems that her original subscription possibly started serving slightly earlier than our estimated start date, which would have lead to her subscription ending slightly sooner than our estimated expiration date. However, when she manually renewed her subscription through our agency, for some reason the publisher had two separate accounts for her subscriptions, so instead of stacking on the end of her current subscription, her renewal order started serving on top of her original subscription, resulting in the duplicate issues she mentions, also resulting in her subscription expiring earlier than expected as the duplicate issues she was receiving were actually the beginning of her renewal subscription. We have since contacted the publisher and had the two orders combined, and the publisher has extended her subscription to cover the duplicate issues, and her new (and correct) expiration date is February [redacted], 2016. Because this is technically the correct expiration date, the publisher is unable to extend her expiration date further to March **, 2014 as she has requested. We sincerely apologize for this inconvenience and have issued [redacted] a refund for 12 issues (roughly 3 months worth), to make up for issues she feels she is being shorted, as well as for the inconvenience. Again, we apologize for the confusion/inconvenience but we do pride ourselves on running a business that is open, honest and guarantees 100% customer satisfaction. We are constantly looking for ways to improve customer communications and your comments are helpful in that endeavor.