Monogram Hub, Inc.

Our customer service department is attempting to contact this customer over the phone.We have left a message.Please provide a good time for a manager to reach the customer. regards,[redacted]

The customer placed her order with an incorrect address. This issue was resolved on the [redacted] of December .We sent the item back to the factory for re-finishing and we re-shipped it on the ** of January. This customer interacted with our agents in an effort to resolve this issue. Rest...

assured the item is already on its way to the customer’s location.

We spoke with the customer over the phone and reached an agreement. We granted the customers desired refund. Issue resolved.

In response to the customers complaint. Monogramhub.com is not in business with [redacted]. The customer bought 2 coupon codes from a deal site that will ultimately allow you to place an order with us. The coupons are UN-used. No orders are placed in your behalf with these codes. We do not have the...

means to refund the customers money, because we did not charge the customer any money. The deal site was the one that charged the customer. Clearly this ordering process is too complicated for the customer (and we are legally unable to place this order for the customer since it requires submitting sensitive billing information). If the customer wants to be refunded, we advise the customer to contact the deal-site and ask them for a refund. (They have the customer’s funds not us) They will be more than happy to oblige. At the same time we will appreciate if the customers removes this Revdex.com complaint that has been unjustly filed against us , since the customer has no orders with us or no transactions with our company. If the customer still wants to place your order simply follow the link that our agent has given him during our interactions through our customer support E-mail portal.

Monogramhub.com has been assisting this customer with due diligence and care. We have attempted to ship this item multiple times to this customer. The item keeps being returned by the Post Office. We contacted the customer over the phone and requested a different address. We have managed to...

successfully re-ship this item with signature confirmation. We hope everything works out this time.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  I would like to...

wait until I receive the product they are going to resend before I close my complaint. 
Sincerely,
[redacted]

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.
0.5in;">·         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.)

In response with this issue, we contacted the customers local post office and they have submitted documentation that they have in fact delivered to the address that the customer has specified . We have made multiple phone calls trying to find out why are these items not reaching the customer . this is the 4th item we have sent to this customer and yet no success. As a business we are doing our part trying to get this issue resolved and in no event has the customer gotten miss informed. We have also attempted to contact [redacted] over the phone and are ''never able to reach her'' despite the fact that we have assigned a team of 3 agents dedicated solely to the resolution of this issue. As I am writing this communication (01/**/2015 at 14:03PM US eastern) I have called the customers phone number 3 times and we cannot establish a connection.Let it be stated on record that we are attempting to resolve this in the most diligent way possible with no positive results present.If we ever reach [redacted] via email or phone, we will continue our efforts to get this matter resolved, not because this is registered as Revdex.com complaint, but because it is our responsibility as a business to deliver the goods that where purchased by the customer.

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:

I have not yet received my item, now roughly an unbelievale 68 days after I ordered it. Their email from Feb. [redacted] stated: "[redacted] [redacted] [redacted] [redacted]
[redacted]" 
Considering their past behavior, until I actually receive the item I purchased, I will not consider this matter resolved. They have previously sent 2 emails stating the item was shipped and here I am, without my item and having had a horrible experience with this company. I have sent more than a dozen emails, most of which have gone unanswered and ignored. 
I still believe this company to be conducting business in a terrible manner, especially based on further research I have found from other customers who were also treated in a similar manner. I don't believe this company should be allowed to conduct business as taking someone's money and not providing the promised product is theft. I don't know how those other complaints were resolved or if they other were, but this seems to be a continual problem for this company. 
I have no doubt that MonogramHub feels there was no need for this complaint to be filed. I'm surprised that they responded to whatever contact you made with them as they seem to be incapable of replying to customers in a similar expedient manner. It is possible this complaint is what prompted them to actually respond to my numerous emails. As I stated above, this issue will not be resolved until I receive my product.
Thank you for time and assistance in this matter. I hope this information will be shared with the public so future potential customers will make better decisions than I did in dealing with this company. 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
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:

The vendor should honor the terms of the partner site. As such, I would not require a refund.
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Upon thorough review of the situation, we determined thatthe order was place after our Christmas cut off that was posted on our websitethis extended the production time.  On 12-**-2014 we responded to [redacted] email request notifying her that therewas an issue with her credit...

card.  The order was taken off hold and went into production on 12-**-2014.  The order is due to ship the week of1-**-2015. We apologize for the inconvenience this experience may have caused and for our delayed response to [redacted].  We are doing everything we can to improve our customer service response times.

This a response to the complaint filed by customer [redacted]. The email that was sent was issued for all customers that had billing related discrepancies with their order. We will now provide a brief timeline-The customer placed an order on 6/**/2016.-We were...

unable to charge the customer for this order.-We emailed the customer reporting this issue.-No response was received.-We continued to email periodically until we received answer on 9-**-2016-The customer Paid and the order was sent to production After that we sent another email notification blast. It had this message in the bottom: “Please disregard this message if this was already addressed or resolved” If the customer received an email requesting for funds to be collected she needs to disregard since she already interacted previously with our customer service department. Now the payment was successful, the customer’s order will be out soon.We hope this clarifies everything.If the customers has any questions or doubts about this , they can always email us at [redacted] .We are responding all emails within 24-48 hours.

Responding to the customer’s complaint.We responded to the customer 4 days ago. Now the customer’s order shipped on the [redacted].WE advise to the customer to please allow more time for the item to reach its destination.Please verify your email before reporting through this channel.The Revdex.com module is...

designed for customers that are not being assisted by their merchants .

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:

I will continue to not agree and affirm that I [redacted] not been provided any refund nor been contacted at either of my numbers. Since this company claims to try and contact me by phone at both numbers listed, how about when they supposedly try contact me they also seems a verification email stating such.  Again I will state with being completely honest:I have not been provided any refundNor have I been contacted in any way by this company by phone.This is becoming a hassle for me to get my money back for a two items I ordered and [redacted] not received. Clearly it is becoming very clear that they are not going to send me my orders or refund my money back so I may need to take legal action as this is not being resolved. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We are
granting the customers desired settlement that is described on the Revdex.com complaint ticket. The customer is
requesting to be refunded. We recommend the customer to contact the deal site and
request for this refund.Regards,

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]

The customer received the item that was ordered and some initials where missing. The customer emailed us expressing its concern. We have documented evidence that can prove that we in fact responded to this customer via email. The customer reported the issue 6 days ago and we issued a remake order on...

the customers behalf in which he will receive the missing initials for the original item. As a compensation for this issue we will issue a unique coupon number for this customer that will grant 70% off a future purchase. Monogramhub.com has diligently responded to the customers issue and has made an attempt in good faith to remedy this situation.

Our apologies .The item is actually on its way out. There was a miss communication but everything is taken care of .

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.
Sincerely,
[redacted]

We are responding to our customer’s complaint. The customer placed an order; this order was shipped on December [redacted]. The customer emailed 9 days ago. We responded to the customer on the [redacted] of January. The customer’s item is completed and it will ship out on Monday. Since the order was...

placed after the Christmas cutoff date, it is understandable that they will ship out around these dates. This issue is resolved and the customer will have their item sometime next week.