Monogram Hub, Inc.

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]My card was charged and it was charged two more times after it was already paid for. In the entire time I was writing to them I only recieved two emails. I wrote to the company many times before I finally got a response and also called and left two voicemails and still did not get a call or email back until groupon got a hold of them. One of my emails did state I owed 2 cents and the other email was responded by someone by the name of Elaine and she stated that I still owed $2.96 despite paying it already and paying 2 cents the response groupon finally got out of them for a response. It was months of emailing this company and getting no response until finally groupon did get a hold of them. It took me to write to Revdex.com in order to get an answer as to where my package was when I paid for the purchase more than once and deserve what I paid for. I do believe If I didn't write to Revdex.com this company would still play games with me. I would not reccomend this company to anyone. Poor poor poor customer service and they only try to hold your package hostage until you pay more money to them that is not required. Even then they do not communicate with you and send shipping information confirmation of purchase or even respond to emails and phone calls. I should of learned from the first time I purchased a bangle from them and they sent me one broken and wouldn't respond to an email in regards to it. So no I do not accept what the company had to say because they have lied to cover their own backs.  
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

This customer is being assisted by one of our representatives.
There was a billing related issue. Once this is taken care of we will expedite the customers item.
We will have a manager call this customer in 24 hours.

We have already reached out to this customer directly.We have expedited her order and we have also issued another order containing a compensation gift for this terrible set back.

In response to the customer issue regarding the extra charge:We have located the order that the customer placed. We noticed that the customer indeed ordered 5 items from which 1 is the desired amount to purchase. This issue occurred as a direct result of multiple items being added to the...

cart. This order was placed on December [redacted]  2015. **We have succesfully credited the customers credit card** and removed all excess items.We advise all customers to please place close attention the order summary before proceeding to the checkout, this section will display a preview of the amounts of items that are going to be produced. In the future please allow at least 1-2 business days for the customer service department to get to your email and reply to you before filing a complaint with the Revdex.com. We will always ensure to satisfy your every need and eliminate all issues that may intervene with you MonogramHub experience.

We apologize for this this experience. This repaired order has been shipped out to you already. The USPS tracking information has been added as an attachment as well. Apparently your order was held up in the USPS Anchorage facility. For future reference please email us at [redacted]. The...

[redacted] email does not go directly to our customer service representative. Thank you and thank you for all of your patience.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], however there statement is misleading.  I only heard back from them yesterday, February **, 2015.  This was ten (10) days after my last email reply to them.  Yesterday I was told I had one option, they would NOT offer me a refund and I could continue to wait for them to remake my order.  Today, February **, I received an email stating that I NOW had an option - a refund or the necklace.  After thinking about their service, I decided that remaking the necklace would be the best option, as I have NO FAITH that a check from them would ever actually reach me and would probably not clear the bank. To that end, I find that this resolution is satisfactory to me.  I will not feel the matter has been resolved until I'm actually in possession of the necklace as it was ordered, over two months ago. Sincerely,
[redacted]

Responding to the customer’s complaint. We have provided a diligent and proactive customer service. Here is the timeline: ·         The customer placed an order. ·         The birthstone broke during shipping....

·         The customer reported the issue. ·         We sent the customer another birthstone. ·         The customer reported that it never arrived. ·         The customer requested a refund. ·         We provided 4 options ? PayPal, check , special coupon or send the stone again. ·         The customer selected check refund, and we asked to confirm the address. This is the end of all events… we have no problem refunding the customer for the broken birthstone. All the customer needs to do is confirm the address. We will not proceed unless the customer confirms the address since we already have records of items not arriving after we ship. (This is a requirement that must be met) To conclude this matter, we ask the customer to reply to our last email confirming the address and the desired settlement will be granted as stated before.

We have been interacting and responding to this customers email.The wrong item was sent to the customer. This was a mistake from our distribution center.We have been trying to rectify the situation but we had to investigate where the item was and now we have to remake it. Since the customer is...

requesting immediate action we will proceed and refund whatever amounts where paid from the customer to us. For coupon refunds the dealsite must be contacted.

Monogramhub.com wants to make this the way [redacted] expects.We want to point out on the original order the letters were in all caps. Thecustomer enters the order.  We also wouldask [redacted] to look on our website at our birth stones.  A sample is found at the bottom of this page [redacted]. We have created a replacementorder. The order number is [redacted].  Theorder will be expedited. We hope this meets [redacted] expectations.

As a company, Monogramhub.com has to deal with facts and has procedures in place to deal with customer complaints in a just and fair way. We feel have had made a just and fairoffer to [redacted] and she did not find it satisfactory.     [redacted] has stated  “I have disputed the charge with my credit card company. I have also fileda complaint with the Revdex.com and the Internet Crime Complaint Center(which is a partnership with the [redacted] ([redacted]) and the [redacted]
[redacted] ([redacted] also."    By making this statement and complaints[redacted] has accused Monogramhub.com of fraud. We have done nothing fraudulentor against company policy.  We continue to feel that due to the seriousness of these complaints, they must run their course.   We are still willing to redeem a [redacted] Discount Voucher for [redacted] and once redeemed wewill refund her credit card.  We stated and she agreed to the terms at the time of purchase. In America that is how business is done and we are honoring our end of the business agreement andwould like [redacted] to do the same.     In regards to complaints by other customers, they have no foundation in this case each case.   We dotake every customer complaint seriously. We respond to any customer issue that is brought to our attention.  Our goal is 100% customer satisfaction but we are a business in America and we knowthat we cannot make all of our customers happy all of the time. We can only tryand do our best.  We encourage dissatisfied customers to email us at [redacted]. We will do everything fair and just in our power to satisfy that customerscomplaint.

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:

They only responded yesterday and asked me to put my writing in request which had already been done but I did it again.  They responded this morning-I'm using a label she sent for a "repair" but need a refund so hope this doesn't make another issue.  I would like to keep this open until I received their credit.  Thanks so much for your help.
 
 
 
 
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.
Sincerely,
[redacted] PS. I spoke with a manager and he informed me they would expedite it on Monday. I was satisfied with this idea but if I don't receive a confirmation of shipment today then nothing was resolved.

We reached out to the customer over the phone and explained everything. The customer understood.
We will proceed immediately.

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.[redacted] 
[redacted]
[redacted]
[redacted]Product was finally received.  I didn't see how I could update my messages with that information.
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:

To address a few points made by MonogramHub:1. MonogramHub states, very clearly, "2-3 weeks shipping" on the confirmation e-mail I received after placing my order on November [redacted]. Given that I had not received my order on December [redacted], how does this align with their shipping policy claim? I will break it down more simply:     - December [redacted] (when I was at least alerted that the package had been ATTEMPTED to be delivered) is a full 28 days after November [redacted]     - December [redacted] is 20 business days after November [redacted]. 19 business days if you count Christmas. Again, even using a business days argument, MonogramHub still failed to deliver. 2. There has been no sufficient explanation for the deplorable customer service (or lack thereof) from MonogramHub. A busy holiday season is something that every single business faces. If holiday shopping bogs down your business to the point where you can not deliver goods in a reasonable time frame or respond to inquiries from customers, perhaps you should rethink your business. 3. As I have stated repeatedly, this necklace was a gift for a loved one. MonogramHub certainly understands that almost every order placed in the month leading up to Christmas is intended to be given as a gift. After all, the [redacted] promotion they ran directly coincided with this holiday shopping window. It is my responsibility to ensure that MonogramHub uses a reliable shipping method? Is MonogramHub taking responsibility for the sheer failure to deliver on the very purpose I bought the gift? Throwing your hands in the air and saying "Hey, blame [redacted]" paints a very concerning picture of how MonogramHub handles customer complaints. 4. When MonogramHub claims that this item was shipped on December [redacted], it isn't clear to me what point is being proven here. Assuming this is true, it means that MonogramHub shipped the item a full 19 days after the order leaving only two days to fit within their already robust shipping window. In fact, as it appears the shipping label was created at 2:32PM on December [redacted], MonogramHub must have already known the item would not ship until the [redacted], leaving only 1 day for the carrier to deliver the item (which we know it did not) to fit within the shipping window.While I appreciate your response, it is a shame that it took going through the Revdex.com to receive it.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

In response to this customer complaint . The customer has placed several orders. We are interacting with this customer through our customer service portal and we are currently offering multiple options to alleviate this situation and reaching a definitive conclusion. At the moment we...

are waiting for the customer to respond to our offer and beyond this point this issue will be resolved. We would like to clarify that this channel is designed as an alternative way for customer that are not being assisted or that are being ignored by the merchant. We are interacting with this customer at this very moment.For all intents and purposes we consider this issue resolved pending a response from this customer. All communications will be terminated through this channel since this issue is currently being address through our customer support email service.

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]
 
 
Although the company states that my order is being processed, one week ago today the status of my order listed on their website stated my order would be shipped in 2 days. I returned to check the status 4 days later and the status now states my order is being processed and will ship as soon as possible. The company did not reply to my previous emails until I decided to get the Revdex.com involved 
 
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 find that this resolution is satisfactory to me and the matter has been resolved.
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 business keeps staring that I failed to read their cutoff timeframe and this is not accurate. At the time I placed my order there was no message about Christmas cutoff. As of today, 1/4, the item has still not been processed.  Not at all happy that they give a timeframe of 2-3 weeks for shipping and a month later they are blaming the customer instead of getting the order out.  Repeating the same information on every reply to the complaint isn't resolving anything.  This business is not very customer friendly  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]