Merchology

Great customer service, quality products and we love our golf shirts and ball caps.

Hello, We greatly apologize for your experience with Merchology as it was not up to our standardsAfter reviewing your order, we do realize that there were several issues with your order and major lack of communication on our behalfWe apologize for the major delays with your order and that we did not communicate the delays to you We strive to deliver the best customer service to our clients, but we dropped the ball on your orderWe have taken your feedback and will be using this to better train our customer service representatives on communication with our clients Seven out of the ten items in your order are in production and will be shipping out on 12/27/The remaining three items are waiting to get to our warehouse from Under Armour and they will be embroidered as quickly as possible Again, we are truly sorry about these delays with your order, and for the outcome that came from itWe will be issuing a refund for the inconvenience with your order We take all reviews seriously and will be using this to help better our current processes that are in place Thank you, Molly [redacted]

The customer received his order of Under Armour Corporate Polos and followed up with Merchology to let us know that he thought the sizing on his items were incorrectMerchology offered the customer a return label to send the product back so we could run the polos through quality control to make sure the sizing matched up to the sizing chart offered on our website which is linked from the product page(see attached Under Armour Sizing Chart)Merchology let the customer know that if the polos matched up with our sizing chart that the product would be shipped back to him and we would not be able to refund or replace the product(See attached Merchology Offer Email).After reviewing the product, Merchology found the polos matched the sizing chart specific to the Under Armour brand, so the product was shipped back to the customer.Once the customer received the product back, he submitted a chargeback with PayPal, which in turn Merchology won due to substantial evidence of the order being fulfilled as ordered and approved by the customer.As the customer received the exact product that he ordered, Merchology feels that the 10% we offered off of his order of polos as well as the 10% offer off of a future order is solution that fits the situation for the customer

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

Hello! To give a little background on our company, we logo embroider & screen print apparel(higher end product)This was a very complex order which required decoration of both methodsThe customer was very resistant on paying additional decoration charges was put an initial delay on the order,
unfortunatelyWe have worked closely with this customer throughout the duration of his orderThere were some hiccups along the way from both parties(the customer & ourselves)We owned up to all of the mistakes on our end to the customer and were very open and honest about the situation and took 100% responsibility of the problemWe did everything we could to rectify the situation as quickly as possible and in good faith gave the customer a refund of 50% of his orderHis actual order total was $1,& we have since refunded $for any inconvenience on his orderWe ended up sending the order as we finished product in multiple different shipments so he could as least have something for his team as the product was finishing up. The customer did in fact receive the remaining units on his order on 12/per our promise given to himBelow are all of the tracking numbers and the dates that the orders were received. 1st shipment: UPS Tracking #1Z471FE***- Delivered on 12/- Quantity of units in shipment: 352nd shipment: UPS Tracking #1Z471FE6***- Delivered on 12/- Quantity of units in shipment: 163rd shipment(final shipment containing the remaining units): UPS Tracking #1Z471FE***- Delivered on 12/22(this morning) - Quantity of units in shipment: 4 If there is anything additional needed from us to get this taken care of, please do not hesitate to give me a call at *** or an email at Kylee.***@merchology.comThank you & have a Merry Christmas

We are truly sorry for the delay on the replacement orderWe did begin to process the replacement order, and once the order was refunded for shipping our system ended up cancelling the full orderWe went in the back end and reopened the order so we could complete it for the customerOur system
continued to push the order to cancelled, and this was a mistake on our endWe understand that the ball was dropped, and we were not able to deliver to replacement order as promisedWe are truly sorry for this error on our end, and we have refunded the customer for the shirts in the replacement order in full

I am rejecting this response because: Sizing of the clothing provided does not match website descriptionadvertising

We greatly apologize that your experience with Merchology was not up to our standardsAfter looking into your order, we do realize that we did not communicate the delays about your order upfront or the decoration issues which caused many delays with your orderWe apologize for the confusion
regarding your decoration type and logo placements We strive to deliver the best customer service to our clients, but we obviously dropped the ball on your orderWe have taken your feedback and will be using this to work with and better train our customer service representatives on communication with our clients Because we were not able to get your order to you delivered on time and were not able to add your second logo to the requested location we followed your request to cancel and fully refund your ordersThe first refund was for a total of $and the second was for a refund of $The refunds were submitted on the morning of the 21st however the banks will take a few days to transfer the funds Again, we are truly sorry that these delays and mistakes happened on your order, and for the outcome that came from itWe take all reviews seriously and will be using this to help better our current processes that are in place Thank you

The order was placed with logosThe logos come through our system as links and nowhere in the order were the upload of logos additional logos indicatedThe proofing process continued to show of the logos indicated to be going on all of the items in the orderThe proof was then approved
and the order moved into production for the logo on all of the items. Every decorated order does include embroidered logo up to 10,stitchesAny additional logos do incur a setup feeThis is all indicated in our initial email which is sent to every customer before we begin their order."LOGO REGULATIONSFor embroidered orders:We offer embroidered logo up to 10,stitchesLogos that exceed this will incur extra feesWe offer up to different color ways within an order, one for light colored items and one for dark colored itemsWe offer free stitch out per orderEach additional color request or edit will incur extra fees"Upon receipt of the order the customer reached out to us indicating the logos were wrong as the other logos were never called out on the order during the proofing process. We then offered the customer 20% off the order waiving setup fees for a new orderThe customer did not approve this solution so we then offered 50% off the current order or we would replace his order, but the customer would be responsible for the additional logo setup feesWe have followed up with emails on 3/8, 3/and 3/and called and left a voicemail on 3/with no response from the customer to resolve the orderMerchology feels this is a fair offer considering all circumstances and will move forward as soon as we hear back from the customer

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.

Hello,   We greatly apologize for your experience with Merchology as it was not up to our standards. After reviewing your order, we do realize that there were several issues with your order and major lack of communication on our behalf. We apologize for the major delays with your order and that...

we did not communicate the delays to you.   We strive to deliver the best customer service to our clients, but we dropped the ball on your order. We have taken your feedback and will be using this to better train our customer service representatives on communication with our clients.   Seven out of the ten items in your order are in production and will be shipping out on 12/27/2017. The remaining three items are waiting to get to our warehouse from Under Armour and they will be embroidered as quickly as possible.   Again, we are truly sorry about these delays with your order, and for the outcome that came from it. We will be issuing a refund for the inconvenience with your order.   We take all reviews seriously and will be using this to help better our current processes that are in place.   Thank you, Molly [redacted]

Our product description for this product is as listed:   The search is over - the polo you've asked for is here. With the classic UA logo on the left sleeve, this Under Armour Corporate Men's White Performance Polo is ready for the boardroom, your company's golf outing, and everything in between.   Details: The performance polyester fabric will keep you cool under pressure in a presentation or standing over a putt, and know your confidence will not waiver, whatever the scenario. Embroider your corporate logo on the front chest and your go-to polo is ready to conquer the day.   All of the information provided in the description is as accurate as possible. It provides the UA logo location, the fabric content and technology and availability to add a corporate logo.   The sizing chart provided previously is an accurate representation of the sizing of the polos purchased by the customer.   We provide both the sizing chart as well as offer samples for purchase (return for a refund is available for samples) for all of our customers so they get the most accurate depiction of sizing for the products that they choose to order.   Corporate styles are generally a loose fit to accommodate all body types the products are being ordered for.   As the customer was unhappy with the sizing of the product, though they were provided with the tools to check for fit, we offered 10% off their current order and 10% off a future order in the form of a discount code.   Unfortunately no return or refund will be available due to the order being fulfilled as ordered.

The customer received his order of 9 Under Armour Corporate Polos and followed up with Merchology to let us know that he thought the sizing on his items were incorrect. Merchology offered the customer a return label to send the product back so we could run the polos through quality control to make...

sure the sizing matched up to the sizing chart offered on our website which is linked from the product page(see attached Under Armour Sizing Chart). Merchology let the customer know that if the polos matched up with our sizing chart that the product would be shipped back to him and we would not be able to refund or replace the product. (See attached Merchology Offer Email).After reviewing the product, Merchology found the polos matched the sizing chart specific to the Under Armour brand, so the product was shipped back to the customer.Once the customer received the product back, he submitted a chargeback with PayPal, which in turn Merchology won due to substantial evidence of the order being fulfilled as ordered and approved by the customer.As the customer received the exact product that he ordered, Merchology feels that the 10% we offered off of his order of 9 polos as well as the 10% offer off of a future order is solution that fits the situation for the customer.