Mom365

Initial Business Response /* (1000, 7, 2015/11/25) */
The customer ordered their package in November, 2014. They contacted us in November, 2015 about her concerns with the product. Our return policy is 10 days; unfortunately we are well passed this time.
Sincerely,
[redacted]
Customer Care...

Supervisor

This  customer has been taken care of, and has been notified of her refund. I apologize for any inconvenience. Sincerely,[redacted]Call Center Assistant Manager

This letter is to inform you this situation should be resolved. It appears the refund has been taken care of. We did call the customer to confirm this, but there was no answer and we were unable to leave a voicemail. If there is any further concern, we ask the customer to contact...

us.Sincerely,[redacted]Call Center Assistant Manager

Initial Business Response /* (1000, 11, 2015/05/13) */
I left a message with the customer on 4/24/15, and 5/7/15. When the customer returns my call, I am hopeful to resolve the issue.
Sincerely,
[redacted]
Customer Care Supervisor
Initial Consumer Rebuttal /* (3000, 13,...

2015/05/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My Husband and I tried to resolve the issue with Mom365 on April 6, 2015 using their customer service 800 number. We stated our situation to a Mom365 representative about not receiving the correct amount of pictures as the photographer stated we would receive and also stated our dvd/slide show didn't work. During that phone conversation we were rudely told the merchandise was non-returnable and non-refundable due to the fact that it was "opened." How else is the customer able to confirm the merchandise is what he/she ordered? We were transferred to a supervisor within Mom365 and we were told they were sorry for the "miscommunication" between the photographer and my family but they cannot give us the other photos the photographer promised. They did however say the DVD/slide show would be replaced since it was faulty. Knowing this was all they were willing to do and that we may not be able to resolve this situation otherwise, we accepted the replacement disc.
The next day I ([redacted]) looked up this company on Revdex.com (Revdex.com) and found similar cases of customers of Mom365 that have been mislead. Had I known about their track record with their customers beforehand I would have declined business with them in the hospital. On April 7, 2015 I filed my complaint to Revdex.com. We received the replacement disc a week after our call to Mom365 and we haven't opened it to determine whether it works since there was a previous issue with us "opening" the merchandise.
We have all merchandise gathered and are waiting to return them to Mom365. We would like to return all merchandise from the "Keepsake Bundle" (including the replacement DVD/slide show that was sent later) and would like Mom365 to remove/refund all payment for the merchandise. We are hopeful to resolve this situation with Mom365 through Revdex.com to ensure documentation of this issue and any resolutions.
For future customers of Mom365 it would be helpful for the business's photographers to provide a pamphlet of the photo packages they offer and details of those packages. This would reduce or possibly eliminate any "miscommunication" issues. If miscommunications commonly happen between Mom365 photographers and their customers then you would think they would take responsibility for the issue instead of blaming their employee (photographer) and telling the customer there is nothing they can do for the missing merchandise that was agreed upon. It seems unacceptable to agree to pay for 30+ photos and only receive 8 with no offer from Mom365 to adjust the price or return the merchandise. Also, it was misleading when our photographer said she was "associated with the hospital" we delivered at. Mom365 is a separate entity and the hospital allows them to do their business there. If it were my hospital I would do more research into whom I let conduct business with my patients.

We have spoken to the customer and resolved this issue. We do apologize for any inconvenience this may have caused.Sincerely, [redacted]Call Center Assistant Manager

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. They refunded the cost in full.
Sincerely,
[redacted]

Final Consumer Response /* (2000, 6, 2015/05/13) */
mom365 has rectified the matter at hand im very satisfied with the the resolution that was giving to the matter at hand, I just hope that better training will be done their staff and employees that way their will be no future misunderstanding with...

parents shall occur... and I would also like to thank mom365 for the additional photos and services that they provided me with

I do apologize for the dissatisfaction. For this I am happy to extend the 15% discount. I ask that the customer contact us to follow through with the discount, and payment for the product.Sincerely,[redacted]Call Center Assistant Manager

Complaint: [redacted]
I am rejecting this response because: my voicemall is not full my number is [redacted] call me and see
Sincerely,
[redacted]

I apologize for any inconvenience we may have caused. The customer is returning the product, once received we will be issuing a full refund.Sincerely, [redacted]Call Center Manager

Initial Business Response /* (1000, 5, 2016/01/06) */
This letter is to inform the situation has been resolved. The refund is being issued, as we originally did not have her phone number to contact her about the refund.
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (2000, 7,...

2016/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As long as I get my money back that is all that matters. [redacted]

The refund checks were mailed, but per the customer they have not been received. We are working to resolve this matter.Sincerely, [redacted]Call Center Assistant Manager

Initial Business Response /* (1000, 11, 2015/07/08) */
This letter is to inform you, I have reached out to the customer. Once I speak with him, I am hopeful we can resolve his concern.
Sincerely,
[redacted]
Customer Care Supervisor

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.
Sincerely,
[redacted]

Initial Business Response /* (1000, 7, 2016/01/06) */
This letter is to inform you that I left a message with the customer. Once I speak with him, I am hopeful we can resolve the issue.
Sincerely,
[redacted]

We have spoken to the customer and resolved the issue. I apologize for any inconvenience this may have caused.Sincerely,[redacted]Call Center Manager

Thank you for bringing this to our attention. The customer has been contacted, and the issue is now resolved.Sincerely,[redacted]Call Center Assistant Manager

Mom365 shipped the package on 2/29 as the customer said to the correct address. For some reason, the customer did not receive the package so we processed a 2nd package on 3/11/16. This package shipped on 3/15/16. I called the customer to ensure she has received the replacement, and left a message. I...

asked if she still has concerns to contact me, and I left my contact information.Sincerely,[redacted]Customer Care Supervisor

Complaint: [redacted]
I am rejecting this response because:
I still have not received credit nor have my photos been corrected. I have no use for the photo the way they are. I did not order them that way. I received an email that I was given credit. Still to date I have not seen credit. I have been trying to contact company unsuccessfully via email and phone! My checking account has been deducted an incorrect amount. And I'm requesting my money be credited immediately. This issue has been going on for months!
Sincerely,
[redacted]

This message is to inform you that I did call the customer, but there was no answer. Unfortunately, the voicemail box is full so I was unable to leave a message. I will leave a note on the account, so the customer can speak with me if they call back. I will also send an email with my contact...

information so we can resolve this issue.Sincerely,[redacted]Customer Care Support Supervisor