Maverick by Logan Paul

***- I sincerely apologize for what appears to have been several delays in response and delivery of your purchase from AugustIt looks like there was poor communication on our endI went back to check our records to ensure that you received the items exchangedIt looks
like the free shirt, a medium Thass Muh Boy, was shipped and delivered to your address on file on 10/14/We have made many changes to our customer service department to help with the delay in response time and how customers receive informationPlease let me know if I can be of assistance. Again, I apologize for the error in communication prior. Thank you, Alaina

***- I am following up to this complaintIt looks to be that your package was delivered on 12/14/to the address on your orderI have attached screenshots of your entire correspondence with our customer service teamYour order was placed on 11/24/The original shipping label was
created that same dayThe order looks to have left our warehouse but was never scanned by USPSWe then resent the package on 12/11/due to the error in tracking informationThat second package was delivered on 12/14/2017. If this is to not be the case please let me knowAll of the tracking information is provided in the screenshot as well. Thank you, Alaina

Hi ***,I'd like to first and foremost apologize for the delay in your orderI've checked the tracking number and it appears it has been deliveredHere is the USPS tracking number for reference: ***Because of the delay, I've gone ahead and refunded your shipping costs which
amounts to $to your card ending in ***The refund should take anywhere from 3-business days to appear on your statement, depending on your bank.Please let me know if I can be of any more assistance and I'd be glad to help.Take care,Casey

***, I wanted to respond to this issue to ensure that you received your refundI was going through the details of your orderIt looks like your order was placed on 12/7/Your order was shipped from our warehouse on 12/8/The package made it to Baton Rouge, LA on 12/10/and
from there stated that it was stuck in transit en route to Praireville, LAUnfortunately, even when we the business contact the USPS, they very often cannot provide us with any additional tracking information other than what the tracking number link providesYou reported to us that on 1/11/the postal service told you that the package was lost and on 1/12/your full order, including the shipping cost, was refundedDetails are attached to this correspondence regarding the order, shipping information and emails to our customer service team for reference. At this time, I would like to know if we can provide any further assistance for this order Thank you, Alaina

Hello:I did not purposely neglect to respond to my complaint, it is just that I am still waiting for the backpack to be delivered to my home, and was waiting until this entire transaction was complete before I entered my response to my complaint.Maverick by Logan Paul did contact me and totally made this experience a positive oneAlbeit, it was a long and drawn out process, they did make it right

Hi ***,My name is Casey and I'm with Maverick by Logan PaulI'm emailing in regards to a complaint we received through the Revdex.com.That being said, I have tried to call you a few times over the last few days but was unable to get throughI would really appreciate the chance to
speak with you on the phone and make sure that we can make everything right and get things sorted out. Please just let me know a good phone number and time to give you a call - I want to make things rightWe stand by our products and services 100% and I will do whatever it takes to remedy the situation and make sure you are satisfied. Thank you and have a good day!Best,Casey

[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 reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
Regards,
*** ***

Hi ***,Thank you for taking the time to speak with me todayI'm sincerely sorry for the extreme delay with your order and the lack of communication from our teamThat shouldn't happen. I've gone ahead and refunded your complete original order including shipping costs, which comes out to
$34.00. I've also created a gift card for $that should've just been sent to your email containing the gift card codeIf the gift card code did not come through, please let me know and I can send you it directly. We've been working on a lot of improvements to our internal systems to make sure things like this do not happen in the future and I am very sorry for the delays and issues with your order. Lastly, please let me know if I can be of any more assistance and I'd be more than happy to helpPlease do not hesitate to call my personal cell phone at the number listed below or email me directly if you have any questions at all. Best,Casey

Hi ***,Thank you for taking the time to speak with me todayI'm sincerely sorry for the extreme delay on your order and the communication issuesThat should never happen and is not okay.It looks like a refund was processed for the full order amount of your original order on September 14th
Please let me know if this incorrect. I've created a new order for the zip up as wellThis new order number is***-***-*** The new zip up will ship in a few days. I've created a gift card for $that should've just been sent to your email containing the gift card codeIf the gift card code did not come through, please let me know and I can send you it directly. We've been working on a lot of improvements to our internal systems to make sure things like this do not happen in the future and I am very sorry for the delays and issues with your order. Lastly, please let me know if I can be of any more assistance and I'd be more than happy to helpPlease do not hesitate to call my personal cell phone at the number listed below or email me directly if you have any questions at all. Best,Casey

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me

Thank you for taking the time to speak with me todayI'm sincerely sorry for the extreme delay with your order and the lack of communication from our teamThat shouldn't happen. I've gone ahead and refunded your most recent order including shipping costs, which comes out to $34.00. That
refund will take anywhere from 2-business days to appear on your statement depending on your bank.I've also created a gift card for $that should've just been sent to your email containing the gift card codeIf the gift card code did not come through, please let me know and I can send you it directly. As I mentioned on the phone, we've been working on a lot of improvements to our internal systems to make sure things like this do not happen in the future and I am very sorry for the delays and issues with your order. Lastly, please let me know if I can be of any more assistance and I'd be more than happy to helpPlease do not hesitate to call my personal cell phone at the number listed below or email me directly if you have any questions at all. Best,***

Hi ***,I'd like to first and foremost apologize for all the issues you had surrounding your order. I've refunded your entire order amount which comes out to $This refund should reflect in your *** account immediately and you'll also receive an email from us indicating this has
been processed.I've also just sent you a gift card worth $that can be used for anything on our site and in conjunction with any promotions or discounts we may be running in the futurePlease let me know if you didn't receive the gift card email and I'll send it to you directly. We've been working hard on a lot of improvements to our internal systems to make sure issues like these don't occur again in the future. Please let me know if I can be of any more assistance and have a great day.Take care,Casey

[redacted]- I apologize that you did not receive the response that you were looking for. In reviewing the order and the email thread between yourself and our customer service team, it looks as though things may have gone in a negative direction. We apologize that the wrong shirt was sent. That...

shirt was out of stock at the time of your initial email, and will no longer be available. We offered to refund your money but you seemed to not want a refund. The shirt requested was unavailable so a refund would have been the best option. We can offer to send a different shirt, in a size large, if that would be something you are interested in doing. If not, we will refund the $22 as we originally stated we would prefer to do. Please let us know if this is how you would like to proceed. Thank you, [redacted]

[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 reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]

This response is a start, however, I submitted more documentation and complaints over the weekend about this order.  We received the wrong items.  We ordered two black tee shirts and got two white tee shirts.  I would like my last complaints addressed before closing this file.  I sent an email to the company as well as the Revdex.com.

The code was placed and the discount was not applied. The discount was a "first time buyers" discount offered by YOUR website during ordering yet you don't seem to know what the code is?!! IT'S YOUR CODE!!! FIRST TIME BUYERS CODE!! WOW!!I would think it's the same code you offer to all first time buyers! I can't go back to find out because I'm not a first time buyer anymore and it does not come up! Yes, you are ripping off children because this is a child's website and from your "F" rating by the Revdex.com. I can send screenshots too. All this proves is the incompetence of this company. I never had a discount code until I was ordering from your website and it popped up.....on....your....website

Hi [redacted]- I wanted to follow up with you on this issue. I apologize for the way in which this matter was handled and that the proper lines of communication was not delivered. This specific backpack was for sale as a Preorder that would ship on or after August 26th. The demand was so high for this backpack that more than half were on backorder by the time that Aug 26th came around. There was an email sent stating that some orders would be delayed 2-3 weeks but it is my understanding that most of the emails ended up in junk mail and came from a no reply sender. That being said, it does not make this issue any less frustrating or any less unacceptable. I see that your order was delivered on September 23th. It is my understanding that since then, this issue was never addressed by our customer service team and for that I apologize. I would like to refund the full purchase amount of your order at this time. The payment method was via PayPal and the time allotted to refund has passed. I can either issue a gift card or send the full amount to the email on file via PayPal Please advise on how you would like to proceed. Thank you and again, my apologies for the way this was handled. Alaina

Hi [redacted],My name is Casey and I'm with Maverick by Logan Paul. I'm emailing in regards to a complaint we received through the Revdex.com.That being said, I have tried to call you a few times over the last few days but was unable to get through. I would really appreciate the chance to...

speak with you on the phone and make sure that we can make everything right and get things sorted out. Please just let me know a good phone number and time to give you a call - I want to make things right. We stand by our products and services 100% and I will do whatever it takes to remedy the situation and make sure you are satisfied. Thank you and have a good day!Best,Casey

Thanks for sending the email and updating me. I did get the gift card in my messages  I think they are trying to rectify the problem and my granddaughter will be so happy. I want to thank you for helping her.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.  I did receive the refund to my son's card today, but we did not receive the shirt we ordered.  At this point, I don't remember the shirt.  I just know that it was a black long sleeve shirt.  I do appreciate you getting back to me.