Monogram Hub, Inc.

This customer was called. We asked for the order numbers, since we were not able to locate the order(s) in our system. She said she already went through [redacted] and she opted for the refund from them and that she no longer needs/wants the items. It seems to indicate that not a single order was ever...

placed in our website after purchasing the promotions from the mentioned deal site which leads to the current situation.

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 and the matter has been resolved.I do have one more thing to add though. What this company has said....it is our prerogative to choose whether we inform our customers of what’s happening with their item or not.  What a horrible way for a company to conduct their business. That's completely fine. It is your prerogative, but if you would like to keep customers satisfied and coming back to purchase more items, then that "motto" is something that will only hurt your company. What a terrible "motto" to go by.
Sincerely,
[redacted]

The customer is Out of warranty.
We have already offered a free Repair process, overlooking the fact that the customer is not entitled to this. We have attempted to contact the customer multiple times in an effort to discuss this complaint but these attempts weren’t successful.
A free courtesy repair is the only option we can provide at this time, since we cannot attest to the usage given to this item.
If the customer wishes to proceed she can email us at: [redacted]
Our position stands, No further communications will be issued on this complaint.

Revdex.com:
I have reviewed the response made by...

the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here They requested a time to call me so I cannot accept that as the final resolution. Anytime they would like to call is fine.  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

All sales are final on personalizes items. All terms and conditions where available to the customer before purchase. It was clearly stated that promotions cannot be combined and that shipping costs will be generated per item. We cannot proceed with the customers desired settlement. The customer...

agreed to our terms and conditions before engaging in a purchase.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Their response is...

unacceptable as they have not provided a date on which my order will ship.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

This customer is being assisted through our customer support channels in a diligent manner.
We do not understand why this complaint was filed , since we are clearly assisting this customer.
We are currently awaiting response from the customer in an effort to conclude this matter...

immediately.

I have had the worst experience with this company. I placed an order a month ago and have no received anything. They have no phone number and can only be reached by email. It's unfortunate that a company would steal money from people! Never order from them!

We apologize that [redacted]’s item has qualityissues.  We want to make sure she is a satisfiedcustomer.   On further review of theissue at hand we found only two contacts from [redacted].  The first one on 12-**-2014 a voice mail wereturned the call pm January...

*, 2015, and left a message. The second was on1-**-2015 and it was responded to on 1-**-2015.  There is no excuse for the seven day lateresponse to [redacted]’s voice mail. We were still catching up with all ourholiday contacts.  The second contact waswithin our standard 48 hour response time to email. The case has been assigned to a senior customer service rep thathas looked for the order and contacted [redacted] for more information. Sincethis order was a gift we are not able to find it under the information she hasprovided in the emails we have at this time. Once she has contacted us with the information needed, a new item willbe produced and expedited to her.  Thisbreaks from our standard procedure of requiring a photo before we do a remakebut we want to make this right for our customer. We deeply value the relationship we have with our customersand are committed to providing them with the highest level of service simplybecause our customers deserve the very best. This case is no different. We willmake it right for [redacted].

Monogramhub.com wants all of its customers to be 100%satisfied.  We have researched [redacted]’scase and we found the following.  We have no communication on file from [redacted] with hername, email address or phone number we have. We apologize to [redacted]...

[redacted] if her communications were part of ouremail issues in January 2015. We do want all of our customers to be happy with theiritems. In accordance with our standard operating procedure we will open a case andlook into [redacted]’s claims if she will send us photos of the issues shehas with the items.

We will maintain our statement. The customer’s credit card failed. It did not go through. Despite us repeating this information several times, the customer fails to understand. The customer needs to contact her bank to sort out this situation. ·         We...

will not ship the merchandise unless payment is completed. ·         We will not refund any amounts, since there was never payment to begin with.   The authorization was generated at first, but it was later declined due to incorrect billing address. (The address was wrong , the zip code was wrong as well.)

At MonogramHub.com, we take pride in ensuring our customer’ssatisfaction. Upon thorough review of the situation we show that this order wasplaced after our Christmas cut off that was posted on our website this is what extended the production time.  The order shipped today under [redacted]...

trackingnumber [redacted] We have been late in responding to request from customers due to great Holiday demand. However a search of our system shows the first contact from [redacted] was1-**-2015.  We would like to find out where and how [redacted] was contacting us. We would like to check ourprocesses and become better at offering first class customer service.  We apologize that were not able to connectwith [redacted] though our system but we encourage her to please contact usthough the email that we responded to today.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  I will note that my complaint was never that the item did not arrive before Christmas.  I knew I placed my order after their cut-off.  But, I was given a window of 2-3 weeks from the order date and that time passed with no communication or update from the company.  I didn't receive any response from the business until after I made this Revdex.com complaint. 
Sincerely,
[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. The business is working to resolve the issue. They contacted me and advised they are sending me the corrected item. Hopefully they follow through.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Ok the business responded with some cut off date mombo jumbo high demand Christmas thing. But my point is now it January ** and I still have nothing. They said 2 to 3 weeks under normal circumstances by now even if they waited until Dec** to start my order I should have had these 5 bracelets by now I have never had such problems ordering anything even personalized unless I've order from China which this company is certainly not from. I feel I will never order from this company again as at this time I'm still a month waiting and out all my money no deal is worth what I've had to deal with 
Sincerely,
[redacted]

Your order with this company will literally take months, and there is no way to properly track your order, just a generic "order is in process", or, later, "order is delayed. Horrible customer service, and I will NEVER order from them again.

This customers order was placed on the [redacted] of November, and shipped on the [redacted] of December. We received our [redacted] inquiry on the [redacted] stating that it has not arrived. We advised the customer to allow more time for the items to reach her. The next contact was on the [redacted] of January where the customer decided to engage in the sending the same email multiple times. We completed the customers order and shipped it . We have a tracking number that confirms delivery of the items and yet the customer still claims they weren’t received. We will have a manager contact 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 and the matter has been resolved.Business got in...

touch with me and will be refunding my order. 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

In the course of the several emails exchanged, I asked for a refund 3 times and THEN the rep came back and said "if you need a refund just let us know". I said YES. Then the rep came back and said they had 3 options. I chose the check option and THEN GAVE MY ADDRESS in the SAME EMAIL because I am smart enough to know they would want to confirm that. I then received an email today that said "Please confirm the address. to avoid sending the check to the wrong address". Its like the aren't even reading the mails. I'm just tired of being jerked around.
  In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

In regards to the complaint issued by [redacted]:We apologize for the fact that the customer is not satisfied with the size of the necklace that was sent.The customer ordered the 14'' necklace according to her order summary. At monogramhub.com we aim for customer satisfaction. We...

have located the customers email and replied to it diligently. We need the customer to send us a picture or detail more information about the item that was received, once we verify we will be more than happy to send another necklace to the customer without requiring the first item to be returned. As soon as we get a picture and some additional information that can clarify which size the customer received versus the one that was ordered, we will proceed to send the item immediately. We hope this resolution satisfies the customer’s request.