Maverick Finance

Dear [redacted] , Let us first start by saying how sorry we are for the loss of your loved one We understand that losing someone is very difficult, and that’s why we created The Sympathy Store, which allows family and friends to effortlessly send comforting flowers and gifts to their loved ones during their time of lossFour years and 1,000,000+ customers later, we’ve been able to maintain a nearly perfect customer satisfaction score As you can see, we take great pride in delivering the best customer experience, and our intentions are always simply to make things better (not worse), especially during a difficult timeIt’s for that reason that we would like to greatly apologize for the experience you had with our company and the poor attention you received from our representative During employee training, our customer service team is instructed that, when a customer is unhappy, we do whatever it takes to try to make things rightUnfortunately, our representative failed to follow through in this way for you We would like to take this opportunity to address your concerns head on and break down the steps that were takenIn order to help all of us understand the situation, here’s a quick recap of the events that occurred for this purchase Saturday, June 10, - 01:PM:The customer visited The Sympathy Store by Life Tributes through one of our partnering funeral home websites, and placed an order for our “Your Light Shines” product Saturday, June 10, - 05:PM: The customer’s order was sent and accepted electronically by local florist, [redacted] ***, who committed to fulfilling the order to recipe and within proper guidelines Monday, June 12, - 01:PM: The local florist confirmed the order was filled and delivered properly and as requested Tuesday, June 13, - 07:AM: The Sympathy Store’s customer service team received an email from the customer expressing their disappointment with the delivered arrangementOur team member, [redacted] , called the customer to discuss the matter in further detail, but was unable to reach themA voicemail was left and a follow up email was sent asking the customer to reach back out to us so we could resolve the situation Tuesday, June 13, - 11:AM - The Sympathy Store received an email from the customer which contained a photo of the arrangement that was delivered on their behalfOur team evaluated the photo and compared it to the arrangement that the customer purchasedOur team determined that the order had been correctly arranged to recipe by the local floristAnother voicemail and email was sent asking the customer to reach back out to us so we could discuss a resolutionItem Purchased Item Delivered Tuesday, June 13, - 12:PM: The customer called The Sympathy Store and spoke with one of our agentsWhile this agent tried to help the customer, the customer requested that our employee [redacted] specifically call her back, as they had already been communicating about the situation Tuesday, June 13, - 01:PM: [redacted] returned the customer’s call and spoke directly with herShe offered the customer two options as a resolution: a partial credit of $back to the customer, or to have the arrangement delivered again by another floristThe customer denied both offerings and expressed she felt a full refund was justified, and mentioned that she would be writing a negative review of our company Thursday, June 15, - 07:AM: The Sympathy Store’s department leader received an email from The Revdex.com informing us of a submitted complaint Thursday, June 15, - 02:PM: A voicemail was left for the customer by The Sympathy Store’s department leader apologizing for the poor experience and asking the customer to call back so we could address this matter directlyThe customer was also advised that we would be accommodating her request for a full refund, and a full refund was issued to the customer by the department leader once the voicemail was completedAs a further apology, the department leader also arranged for an apology gift basket to be sent to the customer's home as a token of goodwill Ongoing Action: We also want to express that further training is scheduled with our employee involved, [redacted] , to prevent this from happening again in the future with any other customers IssueSummary The customer was unhappy with the delivered arrangement made by the local florist.Our team reviewed the photo provided by the customer of the delivered product and determined it was filled correctly by the local floristThe customer was offered to either have the arrangement delivered again by another florist, or receive a credit of $back to their accountThe resolution offered was declined by the customer The customer submitted a complaint to the Revdex.com, based on their experience.A full refund (the resolution requested by the customer) was provided after this issue was brought to the attention of the department leader A gift basket was sent to the customer to further express our apologies In closure, we would like to thank this customer and also the Revdex.com for bringing this issue to our attention Because of this issue, we have scheduled continued training with the representative that failed to follow our company's complaint procedureHopefully, this will help to prevent another upset customer from receiving an experience below our standards We believe in this case, we have now done everything possible to rectify this with the customer and ask for the case to be resolved Sincerely, The Sympathy Store by Lifetributes

Dear ***, First and foremost, we’re sorry for the loss of your loved one.We’d also like to apologize for the experience you had with The Sympathy StoreAt The Sympathy Store by Life Tributes, we take great pride in delivering the best customer experience and when an order isn’t delivered as promised, we do whatever it takes to try to make things rightWe understand that losing a loved one is very difficult and that’s why we created The Sympathy Store, which allows family and friends to effortlessly send comforting flowers and gifts to their loved ones during their time of lossFour years and 1,000,000+ customers later, we’ve been able to maintain a nearly perfect customer satisfaction scoreWe pride ourselves on only working with the best local florists for fulfillmentHowever, on occasion, mistakes can happen, even in the best floral shopsWe would like to take this opportunity to address your concerns head on and break down the steps that were takenIn order to help all of us understand the situation, here’s a quick recap of the events that took place for this order: Order Timeline: Wednesday 21, June The customer visited The Sympathy Store by Life Tributes through one of our partnering funeral home websites, and placed an order for a flower arrangement to be delivered to a funeral service being held on Friday, June 30th, at PM.Wednesday 21, June The Sympathy Store team provided the order details by phone and email to a local florist (Flower Petals) for fulfillmentThe florist agreed to fulfill the order as requested by the customerSaturday 01, July 2017The Sympathy Store’s computer system sent an email to the customer confirming that their order had been delivered the previous day, Friday, June 30th, — the delivery date originally requested by the customerThursday 27, July 2017An email was opened from the Revdex.com by our customer service team leader stating the customer had submitted a complaint against our company claiming their arrangement was not delivered as stated.Thursday 27, July 2017The Sympathy Store’s team leader investigated the details surrounding this order to confirm whether or not the requested floral delivery had actually been madeAs a result, our team determined that there was not enough concrete evidence to support the fact that the fulfilling florist (Flower Petals) actually made the deliveryTherefore, we did not dispute the customer’s complaint.A voicemail, as well as email, was then sent to the customer to explain the investigation process and its resultAt this point, the customer was made aware that we would honor her request for a full refund, and we asked her to contact us if there was anything else we could do to resolve the issue.A full refund was then issued to the customerIn addition, as a token of our goodwill and apology to the customer, the team leader arranged for a complimentary gift to be sent to the customer’s home at a later dateQuick Summary:ComplaintThe customer stated their arrangement was not delivered and asked for a full refundResolutionAfter investigation, The Sympathy Store determined that not enough proof was available to confirm the florist did deliver the customer’s arrangement and issued the customer a full refund as requestedThe customer was offered the opportunity to discuss further resolution, should they contact us backWe would like to thank this customer and also the Revdex.com for bringing this issue to our attention so that we can ensure this situation is correctedHad we known about this sooner, our team absolutely would have addressed it right awayWe truly apologize for the frustration this may have caused, and we are more than willing to discuss a further resolution with the customer, should they like toSincerely and Genuinely,The Sympathy Store

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.Consumer called on Fri9/** and stated that his complaint was resolved
Sincerely,
***
***

First, we’d also like to apologize for the experience our customer had with The Sympathy ***; we would be upset too. Plain and simple, this is completely the opposite of the customer experience we work so hard to deliver and we want to make it rightWe would like to take this opportunity to
address your concerns head on and use this as a learning experience to ensure this does not happen again in the futureAt The Sympathy ***, our intentions are simply to make things better (not worse) especially during your time of lossFor more than four years and over million orders, we do not have a single customer complaint that has not been resolvedWe take great pride in doing whatever it takes to deliver the best customer experience in the world, making that dark moment after a loss just a bit better in whatever way that we can.In order to help all of us understand the situation, here’s a quick recap of the events leading up to the complaintSummary:Tuesday - customer placed orderTuesday - Florist accepted orderTuesday - Florist Confirmed DeliveryTuesday - Funeral reached out directly to florist and advised them they delivered the wrong arrangementTuesday - Florist made the correct product and redelivered it to the funeral homeTuesday - The customer wrote us an email advising of the issueWednesday - Employee reached out to the florist to ensure the issue was correctedWednesday - Employee left customer voicemail advising correct product was delivered Tuesday night and that we refunded their service fee in apology.Wednesday - We received complain email from Revdex.com bringing the issue to attention Wednesday - Team leader followed up with florist, then funeral home owner, then left the customer a voicemail.Wednesday - Team leader issued the customer a full refund.Thursday - Team leader called the customer again and spoke directly with them about what happened and what had been done to correct itThursday - Team leader arranged for an apology gift basket to be sent to the customer as a surprise ResolutionsThe correct product was delivered the same evening for the customerThe Florist left the original product at the service for the familyThe customer was refunded in fullThe customer was sent an apology giftWe would like to thank this customer and also the Revdex.com for bringing this issue to our attentionWe know we are not perfect, but we always use our mistakes to learn and improveWith these actions, we are committed to never letting this issue happen again in the future.Sincerely and Genuinely, The Sympathy ***

[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 ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Dear [redacted], First and foremost, we’re sorry for the loss of your loved one.We’d also like to apologize for the experience you had with The Sympathy Store. At The Sympathy Store by Life Tributes, we take great pride in delivering the best customer experience and when an order isn’t delivered as...

promised, we do whatever it takes to try to make things right. We understand that losing a loved one is very difficult and that’s why we created The Sympathy Store, which allows family and friends to effortlessly send comforting flowers and gifts to their loved ones during their time of loss. Four years and 1,000,000+ customers later, we’ve been able to maintain a nearly perfect customer satisfaction score. We pride ourselves on only working with the best local florists for fulfillment. However, on occasion, mistakes can happen, even in the best floral shops. We would like to take this opportunity to address your concerns head on and break down the steps that were taken. In order to help all of us understand the situation, here’s a quick recap of the events that took place for this order: Order Timeline: Wednesday 21, June 2017 The customer visited The Sympathy Store by Life Tributes through one of our partnering funeral home websites, and placed an order for a flower arrangement to be delivered to a funeral service being held on Friday, June 30th, 2017 at 3 PM.Wednesday 21, June 2017 The Sympathy Store team provided the order details by phone and email to a local florist (Flower Petals) for fulfillment. The florist agreed to fulfill the order as requested by the customer. Saturday 01, July 2017The Sympathy Store’s computer system sent an email to the customer confirming that their order had been delivered the previous day, Friday, June 30th, 2017 — the delivery date originally requested by the customer. Thursday 27, July 2017An email was opened from the Revdex.com by our customer service team leader stating the customer had submitted a complaint against our company claiming their arrangement was not delivered as stated.Thursday 27, July 2017The Sympathy Store’s team leader investigated the details surrounding this order to confirm whether or not the requested floral delivery had actually been made. As a result, our team determined that there was not enough concrete evidence to support the fact that the fulfilling florist (Flower Petals) actually made the delivery. Therefore, we did not dispute the customer’s complaint.A voicemail, as well as email, was then sent to the customer to explain the investigation process and its result. At this point, the customer was made aware that we would honor her request for a full refund, and we asked her to contact us if there was anything else we could do to resolve the issue.A full refund was then issued to the customer. In addition, as a token of our goodwill and apology to the customer, the team leader arranged for a complimentary gift to be sent to the customer’s home at a later date. Quick Summary:ComplaintThe customer stated their arrangement was not delivered and asked for a full refund. ResolutionAfter investigation, The Sympathy Store determined that not enough proof was available to confirm the florist did deliver the customer’s arrangement and issued the customer a full refund as requested. The customer was offered the opportunity to discuss further resolution, should they contact us back. We would like to thank this customer and also the Revdex.com for bringing this issue to our attention so that we can ensure this situation is corrected. Had we known about this sooner, our team absolutely would have addressed it right away. We truly apologize for the frustration this may have caused, and we are more than willing to discuss a further resolution with the customer, should they like to. Sincerely and Genuinely,The Sympathy Store

Dear [redacted], Let us first start by saying how sorry we are for the loss of your loved one.   We understand that losing someone is very difficult, and that’s why we created The Sympathy Store, which allows family and friends to effortlessly send comforting flowers and gifts to their...

loved ones during their time of loss. Four  years and 1,000,000+ customers later, we’ve been able to maintain a nearly perfect customer satisfaction score.   As you can see, we take great pride in delivering the best customer experience, and our intentions are always simply to make things better (not worse), especially during a difficult time. It’s for that reason that we would like to greatly  apologize for the experience you had with our company and the poor attention you received from our representative.  During employee training, our customer service team is instructed that, when a customer is unhappy, we do whatever it takes to try to make things right. Unfortunately, our representative failed to follow through in this way for you.  We would like to take this opportunity to address your concerns head on and break down the steps that were taken. In order to help all of us understand the situation, here’s a quick recap of the events that occurred for this purchase.  Saturday, June 10, 2017 - 01:33 PM:The customer visited The Sympathy Store by Life Tributes through one of our partnering funeral home websites, and placed an order for our “Your Light Shines” product.  Saturday, June 10, 2017 - 05:26 PM: The customer’s order was sent and accepted electronically by local florist, [redacted], who committed to fulfilling the order to recipe and within proper guidelines.   Monday, June 12, 2017 - 01:28 PM: The local florist confirmed the order was filled and delivered properly and as requested.   Tuesday, June 13, 2017 - 07:54 AM: The Sympathy Store’s customer service team received an email from the customer expressing their disappointment with the delivered arrangement. Our team member, [redacted], called the  customer to discuss the matter in further detail, but was unable to reach them. A voicemail was left and a follow up email was sent asking the customer to reach back out to us so we could resolve the situation.   Tuesday, June 13,  2017 - 11:08 AM - The Sympathy Store received an email from the customer which contained a photo of the arrangement that was delivered on their behalf. Our team evaluated the photo and compared it to the  arrangement that the customer purchased. Our team determined that the order had been correctly arranged to recipe by the local florist. Another voicemail and email was sent asking the customer to reach back out to us so we could  discuss a resolution. Item Purchased Item Delivered  Tuesday, June 13, 2017 - 12:14 PM: The customer called The Sympathy Store and spoke with one of our agents. While this agent tried to help the customer, the customer requested that our employee [redacted] specifically call her  back, as they had already been communicating about the situation.  Tuesday, June 13, 2017 - 01:02 PM: [redacted] returned the customer’s call and spoke directly with her. She offered the customer two options as a resolution: a partial credit of $25 back to the customer, or to have the arrangement  delivered again by another florist. The customer denied both offerings and expressed she felt a full refund was justified, and mentioned that she would be writing a negative review of our company.   Thursday, June 15, 2017 - 07:42 AM: The Sympathy Store’s department leader received an email from The Revdex.com informing us of a submitted complaint.   Thursday, June 15, 2017 - 02:33 PM: A voicemail was left for the customer by The Sympathy Store’s department leader apologizing for the poor experience and asking the customer to call back so we could address this matter  directly. The customer was also advised that we would be accommodating her request for a full refund, and a full refund was issued to the customer by the department leader once the voicemail was completed. As a further apology,  the department leader also arranged for an apology gift basket to be sent to the customer's home as a token of goodwill.   Ongoing Action: We also want to express that further training is scheduled with our employee involved, [redacted], to prevent this from happening again in the future with any other customers.    IssueSummary The customer was unhappy with the delivered arrangement made by the local florist.Our team reviewed the photo provided by the customer of the delivered product and determined it was filled correctly by the local florist. The customer was offered to either have the arrangement delivered again by another florist, or receive a credit of $25 back to their account. The resolution offered was declined by the customer.     The customer submitted a complaint to the  Revdex.com, based on their  experience.A full refund (the resolution requested by the customer) was provided after this issue was brought to the attention of the department leader.  A gift basket was sent to the customer to further express our apologies.   In closure, we would like to thank this customer and also the Revdex.com for bringing this issue to our attention.   Because of this issue, we have scheduled continued training with the representative that failed to follow our company's complaint procedure. Hopefully, this will help to prevent another upset customer from receiving an experience  below our standards.   We believe in this case, we have now done everything possible to rectify this with the customer and ask for the case to be resolved.   Sincerely,  The Sympathy Store by Lifetributes