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 youWe hope you change your mind in the future as we value our customersThank you for being a MonkeySports customer
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 hours No one called until 12/2/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
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 meI did receive a replacement dryerThe matter is now closed
We apologize for the inconvenience this may have caused the customerWe understand that customer has store credit for $and they would like to redeem that on a future orderUnfortunately, 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 orderCustomer 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 creditAlso, we are unaware that customer’s bank detected fraudulent activity within hours after they used their credit card on our websiteWe would like to have more information on how the bank assumed it was our website that caused any fraudulent activity on customer’s credit cardPlease note that we have a Fraud prevention department at MonkeySports, which is very strict on credit card fraudWe request customer to please contact us at ###-###-#### so we can further investigate this issueAgain, 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 creditWe hope this addresses customer’s inquiry and resolves this issueThank you for doing business with us
Initial Business Response / [redacted] (1000, 5, 2015/12/05) */ We apologize for the inconvenience we may have caused the customerHowever, to better assist you in this matter, we need more detailed information from the customerWe understand you have the order number and transaction number, but we need that information in order to address your inquiryCurrently with the information you provided on this inquiry, we are unable to locate any record with your name, address, or email address in our systemTherefore, we request that you provide the order number and any other details that matched the purchase that he initially submitted to usAgain, we apologize for the inconvenience, and we look forward to hearing from you
We apologize for the inconvenience this has caused the customerIt seems like there was miscommunication between the customer and customer service departmentHowever, the customer placed the order on August at around 5:00PM for a customized jersey with a customer name to be printed on the back of the jerseyAs stated under terms and conditions: “Standard Shipping Orders are typically processed within hours.” Therefore, the order process didn’t start until after that time framePlease 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 in the evening and it was shipped out to customer on September 14, (Tacking # [redacted] )Please also note, on our web page before you select the item in question, it clearly states on that PERSONALIZED ITEMS: PLEASE ALLOW UP TO DAYS FOR HEAT PRESS CUSTOMIZATION AND UP TO DAYS FOR TACKLE TWILL CUSTOMIZATIONALL SALES ARE FINAL ON CUSTOMIZED PRODUCTS.” Therefore, we processed the order in timely mannerThis order was a ground order so we do not guarantee delivery timeMoreover, 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 customersIn addition, even though customer made adjustments to the order on September 6th, we still met the dead line to ship out the orderLastly, 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 customerAgain, we apologize for any miscommunication, but we did deliver the item according to the time frame stated on our websiteTherefore, we cannot refund customer the full amount of the jerseyWe thank you for your business and we hope to serve you better on future orders
Again, we apologize for the inconvenience, but we cannot issue store credit for $as no purchase was madeYou 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 managerAs we mentioned before, it was an honest mistake and we cannot match that priceWe 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 youWe hope you change your mind in the future as we value our customersThank you for being a MonkeySports customer
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 hours No one called until 12/2/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
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 meI did receive a replacement dryerThe matter is now closed
We apologize for the inconvenience this may have caused the customerWe understand that customer has store credit for $and they would like to redeem that on a future orderUnfortunately, 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 orderCustomer 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 creditAlso, we are unaware that customer’s bank detected fraudulent activity within hours after they used their credit card on our websiteWe would like to have more information on how the bank assumed it was our website that caused any fraudulent activity on customer’s credit cardPlease note that we have a Fraud prevention department at MonkeySports, which is very strict on credit card fraudWe request customer to please contact us at ###-###-#### so we can further investigate this issueAgain, 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 creditWe hope this addresses customer’s inquiry and resolves this issueThank you for doing business with us
Initial Business Response / [redacted] (1000, 5, 2015/12/05) */ We apologize for the inconvenience we may have caused the customerHowever, to better assist you in this matter, we need more detailed information from the customerWe understand you have the order number and transaction number, but we need that information in order to address your inquiryCurrently with the information you provided on this inquiry, we are unable to locate any record with your name, address, or email address in our systemTherefore, we request that you provide the order number and any other details that matched the purchase that he initially submitted to usAgain, we apologize for the inconvenience, and we look forward to hearing from you
We apologize for the inconvenience this has caused the customerIt seems like there was miscommunication between the customer and customer service departmentHowever, the customer placed the order on August at around 5:00PM for a customized jersey with a customer name to be printed on the back of the jerseyAs stated under terms and conditions: “Standard Shipping Orders are typically processed within hours.” Therefore, the order process didn’t start until after that time framePlease 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 in the evening and it was shipped out to customer on September 14, (Tacking # [redacted] )Please also note, on our web page before you select the item in question, it clearly states on that PERSONALIZED ITEMS: PLEASE ALLOW UP TO DAYS FOR HEAT PRESS CUSTOMIZATION AND UP TO DAYS FOR TACKLE TWILL CUSTOMIZATIONALL SALES ARE FINAL ON CUSTOMIZED PRODUCTS.” Therefore, we processed the order in timely mannerThis order was a ground order so we do not guarantee delivery timeMoreover, 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 customersIn addition, even though customer made adjustments to the order on September 6th, we still met the dead line to ship out the orderLastly, 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 customerAgain, we apologize for any miscommunication, but we did deliver the item according to the time frame stated on our websiteTherefore, we cannot refund customer the full amount of the jerseyWe thank you for your business and we hope to serve you better on future orders
Again, we apologize for the inconvenience, but we cannot issue store credit for $as no purchase was madeYou 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 managerAs we mentioned before, it was an honest mistake and we cannot match that priceWe are still trying to issue you a discount, but we cannot go below our cost