MonkeySports, Inc.

Dear valued customer,
We would like to apologize for the inconvenience we may have causedWe understand your frustration as there was a misunderstanding on the quoteIt was an honest mistake by our customer service representative, which again we do regret and apologize forLater, you spoke with
*** and she is head of our team sales department and she is very familiar with our product and realized that the quote was below our net priceWe did not lie about *** being a fairly new employee and by mistake quoted the incorrect priceFurthermore, to address your complaint in regards to your statement that: “I have made several attempts to contact CS as well as the CEO and CFO, but nobody will return my calls or emails.” Our Corporate manager, *** *** has contacted you on: Tue, Aug 8, at 11:AM, and then again on Thursday, August 10, 9:AMShe tried to apologize to you and meet you half way, but unfortunately you refusedIn her second email she apologized to you again and requested to work with you on this matterShe also recommended working with our highly qualified Team Sales Manager, *** who would personally work with you on the price and with the custom embroideryWe have never heard any complaints about her as she is always willing to work with our customersIt is unfortunate that you want to take us to court because we do not accept your dispute for $as no purchase has been made by youAgain, we apologize for any inconvenience we may have caused and we hope that you can cooperate with usWe look forward to doing business with youThank you

Dear valued customer,
We apologize again for the inconvenience as our intensions are always to make your experience as smooth as possibleAlso, thank you again for reporting fraudulent activity, our fraud prevention department is investigating furtherTo resolve this inquiry, our customer service manager has reached out to you to let you know we have actually refunded the store creditTherefore, you no longer need to call or redeem the store credit for $as we refunded the amount back to your credit cardPlease note, we are refunding the store credit as a courtesy as we normally do not refund store credit issuanceWe want you to remain as our good customer and be fully satisfiedIf you have any other questions or concerns, please do not hesitate to contact usWe hope that we were properly able to address your inquiry and resolve this caseThank you again for being a valuable customer

Initial Business Response /* (1000, 5, 2016/01/29) */
We apologize for the inconvenience this has caused the customerCan you please send us the order number for the purchase in question? Our record indicate that we do not have any orders from you that include notes about you calling in regards to
a discountTo better assist you, please send us more information and we would be happy to look into this matter for you
Initial Consumer Rebuttal /* (3000, 7, 2016/02/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This issue is not resolvedHave someone at this business send me an email at ***@hotmail.com and I will respond with the requested info
Final Consumer Response /* (2000, 10, 2016/02/24) */
Hello Ms***,
Yes, they have refunded the $to my credit card and apologized for the poor customer service
Kind Regards,
*** ***

We do apologize for all of the inconvenience and the
misunderstanding between you and one of our customer service representativesWe
do ask for a little bit of understanding on the minute
hold time as it is a
busy time of year for both us and PayPal.
As you mentioned, our representative did call you right back
after the call was dropped for some reason
Furthermore, our customer service representative should
not have told you that we could change the address to a “non-seller protected
address” without first confirming with PayPalWe do admit our fault in this and, because of the
inconvenience, a customer service supervisor will call you to place a new order
to the address of your choice as long as it is a seller-protected address and we will expedite the order with the shipping
cost on usTom, we sincerely appreciate your loyalty to our
businessWe hope you’ll allow us to earn your trust back by providing you with
the best possible service that we can in the future

Initial Business Response /* (1000, 5, 2016/01/27) */
We apologize for the inconvenience this may have caused the customerFollowing his call to customer service, we did a true count of our inventory for the item GLADIATOR SO CUT RESIST SOLID SR WHT and found no discrepancy on our endThis means
that, according to our system and records, we did ship the item out with the original orderHowever, because of the lack of follon the part of the customer service representative, we have shipped out another pair of these socks to the customer at no charge (***)Again, we apologize for the inconvenience and hope to continue doing business with this customer in the futureThank you

We apologize for the inconvenience this may have caused the customerFollowing his call to customer service, we did a true count of our inventory for the item ROCKET AC SPORT DRYER and TRUE HK A GR SR HCR PARISE R and found no discrepancy on our endThis means that, according to our system
and records, we did ship the item out with the original orderHowever, because of the lack of follwith UPS on the part of the customer service representative, we have shipped out another pair of these items to the customer at no charge (Tracking# ***)Again, we apologize for the inconvenience and hope to continue doing business with this customer in the futureThank you

We apologize for the inconvenience we may have caused the customer in regards to this matterHowever, we did fully refund the customer for $on 10/04/It is unfortunate that we had a USPS claim on this particular order, but we do want our customers to be satisfied and therefore, we
refunded the customer in full amountWe apologize that customer feels this way towards Monkey SportsWe hope to better assist the customer in the futureThank you again for your business

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. I did receive a replacement dryer. The matter is now closed

On July 26 the
customer, [redacted], purchased multiple items including two hockey jerseys.On September 26, [redacted]
contacted [redacted], a MonkeySports Customer Service/Sales representative,
to make us aware that the Jerseys he ordered are slightly too small and one has
a seam that wasn’t...

sewn properly.  [redacted] advised [redacted] that it is company policy that we (he and his Team sales manager,
[redacted]), need to physically see the Jerseys in order to determine how best
to handle the situations. A prepaid shipping label was provided to Mr [redacted], but
was not used.On October 11,
[redacted] contacted [redacted] via email. Again, he advised her that our
team needs to physically see the products and he offered a prepaid shipping
label so we can determine what was wrong and how best to satisfy this customer.[redacted] refused to
use the shipping label saying that hockey season starts on 10/15/17 and she was
afraid she would not get them back in time.As you can see, we’ve
made attempts to satisfy this customer; however we can only do what the customer
allows and what is within our policies. Therefore, we request for the customer
to cooperate with us in order to best satisfy this inquiry.We apologize for
any inconvenience that this may have caused our valued customer. We look
forward to resolving this issue with them soon. If you have any
questions, please contact MonkeySports, Inc. via email at [redacted]@MonkeySports.com
or phone: [redacted]. Thank you for your time and consideration. Sincerely, [redacted]Assistant, Administration/Fraud DepartmentMonkeySports, Inc. Ph: [redacted]
Efax: [redacted]

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.
Thanks. I hope you continue to improve your ordering, and especially store credit, processing. This is totally acceptable, and not what I was expecting.

We apologize for the inconvenience this may have caused the customer. We understand that customer has store credit for $56.98 and they would like to redeem that on a future order. Unfortunately, our website does not allow customers to automatically redeem their store credit online so they need to...

call our customer service department at: [redacted] to place the order. Customer service will manually apply the store credit and will not need a credit card to process the order, unless the order is greater than the store credit. Also, we are unaware that customer’s bank detected fraudulent activity within 48 hours after they used their credit card on our website. We would like to have more information on how the bank assumed it was our website that caused any fraudulent activity on customer’s credit card. Please note that we have a Fraud prevention department at MonkeySports, which is very strict on credit card fraud. We request customer to please contact us at ###-###-#### so we can further investigate this issue. Again, we apologize for the inconvenience, but customer does not have to provide any credit card information, they simply need to call customer service to place their new order and we can apply their store credit. We hope this addresses customer’s inquiry and resolves this issue. Thank you for doing business with us.

I am rejecting this response because:
Are you kidding me?  “You would not cooperate with us.”  I was told two and a half weeks ago someone would call me within 24 hours.  No one called until 12/2/17 as you stated.  Waiving the delivery charge for a second order several weeks later is not an appropriate resolution.  Your customer service department is a joke and unacceptable.  I told the young lady (who was very nice) that I would close the complaint but after your tonedeef reply I’m not doing that.  I’m looking forward to your reply saying it’s my fault again, many thanks.

Initial Business Response /* (1000, 6, 2015/07/10) */
We apologize for any inconvenience this situation may have caused the customer. However, it was explained to the customer that the stick that she had wanted is currently out of stock. We did offer the customer a 25% discount and free ground...

shipping on another stick. But the customer was still not happy. She wanted the new stick at the same price as the stick that was out of stock. Unfortunately, we are unable to give the customer that price as it is our newest stick that we have in stock.
Again, we apologize for the inconvenience this has caused the customer.

I am rejecting this response because:
I never stated that nobody initially failed to contact me -- I stated that [redacted] went silent after I rejected his or her crazy offer for me to pay more than agreed upon.  When a business claims an honest mistake, then that business needs to live up to that mistake and honor the deal.  Monkey Sports acted in bad faith, and continues to do so.  Since Monkey Sports refuses to do anything but offer to sell me a product at more than what it originally did, I have made contact with the CA and TX Atty Generals.  I also will be proceeding with filing a lawsuit against Monkey Sports under the Texas Deceptive Trade Practices Act.  Since this is a forum where Monkey Sports will receive this message, please let this serve as my claim under the Texas Deceptive Trade Practices Act.  My demand has been lowered to $300, and Monkey Sports has 60 days to pay this amount.  Thereafter, Monkey Sports shall be subject to all remedies and recourses available under both State and Federal law due to its actions.

Again, we apologize for the inconvenience, but we cannot issue store credit for $350 as no purchase was made. You mentioned in your initial complaint that no one from Monkey Sports responded to you as that was not the case because there were emails trying to negotiate with you from our customer service manager. As we mentioned before, it was an honest mistake and we cannot match that price. We are still trying to issue you a discount, but we cannot go below our cost.

One of our customer service supervisors contacted you on December
2nd to resolve this inquiry. 
Unfortunately, you did not want to cooperate with us and would not allow
her to resolve this issue with you. We hope you change your mind in the future
as we value our customers. Thank you for being a MonkeySports customer.

Initial Business Response /* (1000, 5, 2015/12/05) */
We apologize for the inconvenience we may have caused the customer. However, to better assist you in this matter, we need more detailed information from the customer. We understand you have the order number and transaction number, but we need...

that information in order to address your inquiry. Currently with the information you provided on this inquiry, we are unable to locate any record with your name, address, or email address in our system. Therefore, we request that you provide the order number and any other details that matched the purchase that he initially submitted to us. Again, we apologize for the inconvenience, and we look forward to hearing from you.

We apologize for the inconvenience this has caused the customer. It seems like there was miscommunication between the customer and customer service department. However, the customer placed the order on August 30 2016 at around 5:00PM for a customized jersey with a customer name to be printed on the back of the jersey. As stated under terms and conditions: “Standard Shipping Orders are typically processed within 48 hours.” Therefore, the order process didn’t start until after that time frame. Please note customer stated they placed the order three weeks in advance, but that is not the case, as customer placed the order on August 30th 2016 in the evening and it was shipped out to customer on September 14, 2016 (Tacking # [redacted]). Please also note, on our web page before you select the item in question, it clearly states on that page: PERSONALIZED ITEMS: PLEASE ALLOW UP TO 3 DAYS FOR HEAT PRESS CUSTOMIZATION AND UP TO 10 DAYS FOR TACKLE TWILL CUSTOMIZATION. ALL SALES ARE FINAL ON CUSTOMIZED PRODUCTS.” Therefore, we processed the order in timely manner. This order was a ground order so we do not guarantee delivery time. Moreover, there were several follow up calls with customer back and forth explaining that we will try our best to get the jersey out in the time frame customer wanted, but we cannot guarantee that as it was a ground shipment. (Please note there was no shipping cost on this order either). We apologize if at any point the call dropped, but we do not hang up on our customers. In addition, even though customer made adjustments to the order on September 6th, we still met the dead line to ship out the order. Lastly, customer stated that we “Offered to give 20ish dollars on my 150ish dollar order”, but that is not the case as we offered customer 20% off on their order as curtsey to our customer. Again, we apologize for any miscommunication, but we did deliver the item according to the time frame stated on our website. Therefore, we cannot refund customer the full amount of the jersey. We thank you for your business and we hope to serve you better on future orders.

I am rejecting this response because: I was guaranteed several times that the my jersey would be here on time.  I can provide the names of every person I talked to. Even talked to the number one person in "Customer Service." That it would be here. I was told that my shipping would be upped to ensure that it got to me on time. That didn't happen.  The order was placed on the 30th. of August. I received them on the 17th. That is well outside of the 10 day guarantee. It doesn't take much research into this companies reviews to see they screw over people every day. They rate a 0 out of 5 stars on some sites. I do not accept this message.

Initial Business Response /* (1000, 5, 2015/07/28) */
We apologize for any inconvenience this situation may have caused the customer. However, it clearly states in our Terms & Conditions that we are unable to offer Price Protection to our customers. "Due to the unpredictable and volatile nature of...

the hockey equipment industry, we cannot offer price protection credits on merchandise previously purchased on our site. Prices are subject to change at any time without notice based on a combination of factors that are generally out of our control. They are usually dictated by market and availability conditions and/or by the manufacturers themselves and are often as likely to increase as they are to decrease. We are unable to retroactively adjust or credit orders for products that may have been subsequently discounted or reduced via promotional code or special offer. Once you have completed your purchase, the price you pay remains unchanged regardless of whether the price on our site has since increased or decreased, or a promotion has been offered. Please be rest assured that we are offering you, our valued customers, the best possible price we can based on our real-time cost for the merchandise at that time". The customer did agree to these Terms & Conditions when he placed the order with us online.
Again, we apologize for the inconvenience this has caused the customer. Unfortunately, we are unable to give the customer store credit because of our Price Protection Policy. Thank you!
Initial Consumer Rebuttal /* (3000, 7, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response based on following circumstances:
1) I have an email conversation from Lyndon Almond, hockeymonkey.com Customer Service Representative from 6/30/15 offering a store credit to me. He says "I checked with supervisor, and they informed me that we can offer you $75 in store credit in lieu of proceeding with return. Let me know whether you want to proceed with the RA, or if you would like that $75 Store Credit" When I agreed with the credit, he responded: "I will go ahead and send that store credit request for you'
2) Merchandise purchased at this time (6/30) was still under return policy. I had every right to return the merchandise and receive full credit based on company's own return policy. I declined this option due to my agreement with customer service. I missed the return deadline because I believed store credit is being issued.
3) Hockey monkey explanation is misleading and has nothing to do with the fact, that customer service OFFERED the store credit to me. Now it seems like they did it on purpose to make me miss the return opportunity.
I will be happy to provide Revdex.com with my email conversation between hockeymonkey.com customer service and I.
Final Consumer Response /* (4200, 12, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Interesting, this is first time I am learning about the store credit. Please email me the credit information.
Final Business Response /* (4000, 14, 2015/07/29) */
We apologize for the inconvenience, a Customer Service representative will be in touch with the customer soon to provide the customer with the store credit information. Thank you for your patience and understanding.