Monogram Hub, Inc.

I'm not sure how that happened being that she was provided a sample image prior to the creation of the itemI have added the sample image to this correspondenceIf our customer agrees to have her monogram pendant made with this imageWe will make sure that she gets it exactly how she wants itWe really apologize for this error

In response to our customer issue:We have in fact been interacting back and forward with this customer.We have also documented evidence of multiple efforts made from our part to ensure customer satisfaction by remaking this item for the customer.Evidently the customer was not
satisfied with way the second item was madeAt that point the customer emailed us again when we were in the middle of a holiday rush and our customer service response time had increased exponentiallyFor this reason the customer felt ignored by the departmentWe have contacted the customer over the phone today and we were able to isolate the problem and reach a successful agreement.Some customers like one stile, others like other stilesFor this reason we will gift the customer a special item plus another item of her choiceAt this point we are awaiting a response from the customer so we can proceed and issue both charms and maintain our promise of customer satisfaction

In response to the customer’s complaint:The order was indeed placed on November the ***The customer used a coupon code that was purchased from one of our deal sitesAmongst the customers selections there was one that was not covered by this coupon and it had to be charged separatelyThe
customer entered her credit card information and which consisted of credit card number ,expiration date , CVV code and billing addressFor security purposes all of this information must match the information that her bank has on recordThe billing address that the customer entered did not match the billing address registered at the customer’s bank and for this reason we were never able to charge the customers card, the transaction declined until further noticed from the cc companies involved.This process takes time and the customer service department was in the middle of a holiday rushThe pieces where built and they were sent to our distribution center in NYThere they sit ready to be shipped pending confirmation of payment.To conclude this matter we will force charge the CC number entered by the customer (thus overwriting the security protocol) and we will release the items from our distribution center and they will be shipped to the customerAs a compensation for the customer stress we will issue and unique coupon that will provide her with 70% off her future purchase on any non-sale item from our site.The customer can now expect the items to arrive in 2-business days

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
Sincerely,
*** ***

Our customer service team did indeed responded to this customers emailWe re-assured the customer that her item will ship out soonThis order already shipped on the *** It should
be arriving soon

Good afternoon !
We have received customer's mails One of our customer service representatives is interacting with customer already and all changes requirements will be taken in consideration in order to make it right for her
Regards,

We are trying to contact the customer over the phone.We ask the customer to please provide a good time for a department manager to call

"line-height:115%>In response to the customer’s complaint:
The customer emailed us expressing her concerns with the advertising of
the item and the response time from customer service
Addressing the alleged advertisement:
The reason why
the customer saw the dollar extra cost was due to the fact that sterling
silver is an upgrade for this itemHaving the item built in sterling silver is
a considered a special request, an upgrade , an a/ personalized selection(This is a special request that comes with an
extra dollar cost)
When you take
a moment and read the entire brochure that was emailed to the customer you will
see that the words ‘’ sterling silver’’ are not written anywhereThe promotion
does not mention the metal used for the items construction; this is not mentioned
because there are options available
for the customer to order the item:
-Gold tone
-Silver tone
-Sterling silver
-Karat Gold plating over sterling silver
-In depth-
-Gold tone is constructed with a base metal plus
a golden coating
-Silver tone is constructed with a base metal
plus a Rhodium Finish
(*Rhodium is
used as an alloying agent for hardening and improving the corrosion resistance
of platinum, palladium and other base metals)
The offer that
was presented to all customers, the advertising displayed on the deal sites and
the item description displayed on the website does not present sterling silver
as the only base metal in which the item will be builtPlease inspect the
attachment provided by the customer in the complaint and you will note that
these options are not marked anywhere
We hope this clears out advertisement issue
The customer
has accused us of ‘’sleazy business
practices’’We would like to note that this person has purchased items
from us in the past with no issues at all
For the item
in question we would like to clarify that the customer only purchased a coupon
The customer has not redeemed this coupon in our site yetThis automatically invalidates
her claim, given the fact that we are
not in business with the customer at all in the present timeShe sent an
email requesting assistance in how to acquire the item
The customer
has had the option (since the beginning)
to go back to the deal site and request for a refund
The customer
claims that she was somehow tricked into providing her informationWe would
like to clarify the fact that we have had all of this information in our system already;
we have this information because we had successfully engaged in business in the
past
For Customer
service procedural purposes only, she was asked where she would like the items
to be shipped
We ask this
questions because there will always be a possibility of repeat customer wanting
to ship to different location
In conclusion
after evaluating the entire case, you will note that the only base for this
complaints is the fact that we were unable to contact the customer to provide
continued assistance over the phoneDespite our efforts the time difference
plus a mother’s day rush caused a delay in our response time with emails and
phone support (Which we do not provide
at the moment with the exception of voicemails.)
We apologize
that the customers experience has escalated to this level; we would like to
extend our interest in continuing doing business with the customerIf the
customer desires, she can provide us with a new time for us to call and we will
have a manager assist her directly

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I have reviewed the response made by the business in reference to complaint ID ***, and find that
this all made up They have no contacted meThe day I filed the last complaint was the last email I recieved from them I have asked multiple times for them to contact me In emails I have received they have claimed to have called and it's simply not true To me to a ploy to cover themselves My number has been stated on every email exchanged with them They can call me anytime after am I've asked for months to return a phone call
Sincerely,
*** ***

PLEASE DO NOT PURCHASE ANYTHING FROM THIS COMPANY! ITS IS A HASSLEI ORDERED ITEMSI FINALLY RECEIVED AFTER TWO MONTHS OF WAITING BUT I HAVEN'T HEARD ANYTHING ABOUT THE 3RD ONEI'VE BEEN TRYING TO CONTACT THEM FOR A MONTH NOW AND STILL NO RESPONSEI WILL NEVER EVER DO BUSINESS WITH THIS COMPANY AGAINTHEY ARE FULL OF ***!!!!!

We have refunded this customer.The telephone number provided was incorrectWe have attempted to call several times.The customer needs to go back to the deal-site for coupon code refunds

We apologize that this situation has lasted thislong. There is no excuse for this we ask for understanding this issue happenedduring our busiest time of the year.   Wehave looked into this issue and we have been in contact with [redacted].   Theremake for this...

order was made on 1-**-2015; the new order number isMonogramhub-[redacted].   This will replace this item and we assure[redacted] that the quality will be acceptable to her.  We would also be willing to give [redacted]80% off any one non-sale item.

We want to resolve this issue for [redacted]  We apologize for any frustration that [redacted] may be experiencing. A search of your system found no emails with the email address [redacted]   We have located her order and on January...

**, 2015 an automatic tracking email was sent to the email address on the order. Belowwe have placed the tracking link for the order. It is due to deliver January **, 2015. [redacted] states in the email she knew thiswould take longer than usual due to the holiday.    We apologize this was sent one week past our usual three week shipping date.  At [redacted], we take pride in ensuring our customer’s satisfaction. Unfortunately, we did not meet your—or our own—expectations. Because oversight,we are going to provide [redacted] with and exclusive coupon code that will give 70% any future purchase.  Pleasejust send me the style number and I will send you the coupon. [redacted]

As stated before. The cutoff date for Christmas was December the [redacted] for this deal site. All orders placed after this date will initiate construction after December the [redacted]. These order started production on the [redacted]. They have now shipped on the [redacted] of January.All orders are in route to the customers address. For further assistance we advise the customer to contact us at our customer support portal: [redacted]Regards.

The order was indeed placed on November the [redacted]. The customer used a coupon code that was purchased from one of our deal sites. -Cause:There was a balance that was pending to be covered, and we could not charge it.Credit card information consists of credit card number ,expiration date , CVV code and billing address. For security purposes all of this information must match theinformation that her bank has on record. The billing address that the customer entered did not match the billing address registered at the customer’s bank andfor this reason we were never able to charge the customers card, the transaction declined until further noticed from the cc companies involved.(The 5 dollars shipping to Canada is the customer selection not covered by the coupon)-Problem:Since we could not charge the customers card due to the mismatching information , our system Placed the order on Hold (Awaiting Payment). At this point [redacted] isnot at fault since the transaction is not completed due to miss information provided by the customer.-What we should have done:Contact the customer and notify of the pending payment. Reach the customers emails on time to resolve the issue. -Reason: We were in the middle of a holiday Rush, and our customer service response time had increased exponentially due to the large amount of special orders. At the same time we needed the CC companies involved to allow us to proceed with the charge and this process also takes time.-Conclusion:As a compensationfor the customer stress we offered an unique coupon that will provide the customer with 70% off her future purchase on ANY non-sale item from our site.Before , we had force charged the customer for the pending amounts and released the items for shipping.Now we have issued a credit for that charge and absorbed the cost of shipping.The customer can now expect the items to arrive in 2-3 business days.What needs to be understood here, is that both parties involved had areas of opportunity, still our main focus is to maintain customer satisfaction regardless of the issue.Which is why we believe that the value of the compensation that is being offered by Monogramhub.com, far exceeds the desired settlement requested by thecustomer.

I Tried to contact MonogramHUB so many time but , they GHOST. Monogran Hub don't reply to my emails or answer the phone. I purchased 3 items from Groupon for MonogramHub . I redeemed 2 monogramHub. they even charged me for extra ( which is OK ) but never sent me the items. I ordered almost 3 weeks ago for my daughter's birthday May 13, they never sent me the order number, or the items, don't reply to their email. Is this a scam company? ... I spent around $50 between Groupon and MonogramHub and no one can help me . It was for my daughter birthday this sarturday . CAN SOMEONE HELP ? I am talking to a GHOST Compagny! I am upset with Groupon, why do they have this kind of company on their Website ?

I response to the complaint issued by the customer :     [redacted]It is clearly stated in our website , that our items are unique , handmade and customized items.It is clearly stated that every order may take from 2 to 3 weeks of manufacturing time before shipping....

all customer must acknowledge and agree with this policy before an order is placed.This customer placed an order on December the [redacted] around [redacted]. Today is December the [redacted] 2014 , which means that we are not only withing our compromised time period , but also we are still before Christmas. [redacted] Order has a tracking number from [redacted]. He was informed when the item was shipped via email. If you check the tracking number you will see the confirmation from [redacted] , in which it states that a package was left at the front porch.We understand that these items where paid for , we understand that the holidays are around the corner , we also understand the customers frustration due to our delayed response , but Monogramhub.com has fulfilled its contractual obligations by manufacturing and delivering the customers requested item , in an efficient manner and above all consistent with our policies , procedures and turn around times.Any additional information regarding this shipment may be directed to the customer's local post office .The tracking number is in the customers email , therefore for all intents and purposes monogramhub.com considers this issue Resolved.

We have managed to successfully establish contact today.All issues will be resolved and we will release items ASAP.

In response to the customer’s complaint:It is very confusing to see that the customers claims that we have stopped communications with her , given the fact that we have concrete evidence that we have replied to her in a diligent manner. Our last response was sent yesterday after she emailed...

us ‘’yesterday’’. We confirmed with our billing department, the customer requested 3 way call without proper documentation or proof that the funds were collected by [redacted].If the customers bank claims that we have collected the funds, it should show on a bank statement under an approval, tracking or charge code. If it is on the customer’s bank statement, there should be a printout of that statement. This print out must be issued by the customers bank.This would be recognized as an official document from that financial institution in which it will be declared that the funds were charged by our company.We do not have this information. We requested this information from the customer on our last email.However this issue goes deeper than that. Although it is true that those funds were not available to the customer at some point , was due to the fact that there was an authorization issued. What we have been explaining to the customer is that a charge was never issued based on that authorization, because the information submitted for that authorization did not match the bank records.Since this information was wrong, we do not to charge.Ever since that moment the customer and our customer service team have engaged on an endless bank and forward , it reached a point in which we asked a proper code from the bank that can prove that we charged or some documentation that can sustain the claim.So far the customer has not presented this information to our customer service team.

In response to the customer’s complaint:The order was placed on December the [redacted], well past the official cutoff date that we had published on our site.All customers were notified that the orders placed after December the [redacted] will be pushed back to the last days of December or the...

beginning of January, thusallowing the holiday orders to be pushed through. This customers order is being produced as we speak, this customer is currently interacting with our customersupport team, which has informed him that his order is in fact still being produced . Monogramhub.com's items are handmade and most of them require 2 to 3 weeks ofproduction time before we ship the item out. We are still manufacturing the customer’s item and we will be shipping as soon as the build is complete.Monogramhub.com aims for customer satisfaction, and we do understand that the period of time that this customer has been waiting for is quite large. Which is why we are prepared to offer an unique 70%off coupon for the purchase of any item for our site , as a fulfillment for this extended waiting period and disappointing experience.