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:

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]" 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:
 
I received the necklace late, but did receive it. However, I think they rushed through the order and sent the wrong item and it was defective. I did not want to show up without a gift to the party and gave the item to the recipient. I am very disappointed in the quality. Desired Settlement - Replacement. I should receive the correct item without any damages.
 [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:

[Your Answer Here]
 I am still awaiting shipment for order [redacted]. I ordered two bracelets from Monogram. The issue will not be resolved until I have both Items I have paid for. They expedited one of the two orders; which I do not understand. Because there are two orders!!! I have a tracking number for order [redacted] which should be delivered today. But order [redacted] STILL HASNT SHIPPED. All I want is what I paid for without excuses. If they could expedite order [redacted] like they did for [redacted] with my tracking number today. This issue will then be resolve. Simple! 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
 
9470111899223949811729
9470111899223949811729

Responding to the customer’s complaint: We have checked our entire database and located no emails from this customer. We do not doubt that the customer emailed us, but the standing fact is we have no emails from her. Being accidentally charged full price when trying to use a coupon code is a...

complaint that we resolve quickly. Should the customer managed to email us we would have refunded her immediately. We are pleased to inform that thanks to this complaint notification we have provided a full refund and cancelled any orders linked to the charge. As far as a refund for the coupons purchase is concerned, the customer needs to contact the deal site that sold it.

This customer is already being assisted by one of our customer service representative. The customer notified us of this issue on Friday, February the [redacted] at 11:00 PM eastern. Our regular business hours are Monday through...

Friday 8:00am to 5:00pm Eastern. The Revdex.com Forum is created for customers to voice their complaints when they are not being assisted. We already have a member of our staff looking into this situation and assisting the customer. If we indeed sent an item that does not belong, we will rectify immediately.   We advise the customer to please respond to our emails .

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 COPIES OF MY EMAILS TO THE COMPANY AND I ALSO CONTACTED THEM DIRECTLY THROUGH THEIR WEBSITE. I NEVER RECEIVED THE ITEM I ORDERED. there IS NO PROOF IT WAS DELIVERED TO MY ADDRESS.  HERE IS ONE COPY OF AN EAMIL I SENT.      Dec ** at [redacted]  I placed an order on Nov ** (when $56 was taken out of my acct) and I never received my order for an initial monogram necklace. (ASE) Please look into this. thanks[redacted]THIS COMPANY HAS NO PHONE NUMBER TO CONTACT, ONLY A LINK ON THEIR WEBSITE TO CONTACT THEM. I USED AN EMAIL THEY HAD SENT ME And sent the email listed above to that address. I only want my order.
 
 
 
 
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:I received only one tracking number for one order yesterday. I will not feel this matter is resolved until I receive both of my items and I can evaluate them to determine if they were made to my specifications. At that time, I will update to say this matter has been resolved. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

In response to the customers complaint.
The customer
reached out to use requesting assistance in placing her order.One of our
representatives responded to the customer and was going to get back to her with
a solution to her issue regarding how to order. This response...

took too long and
the customer decided to file a Revdex.com complaint. A manager reached out to this
customer offering assistance and compensation but the customer refused.Since the
customer is no longer willing to do business with us. I would advise her to
please contact the deal site that sold her the coupon code and have them
provide the refund.We are
currently not in business with this customer since she never placed her order.

I regards to the issue described by our customer [redacted].The customer ordered indeed on November the [redacted]. We built the item according to the customers specifications . We have solid evidence to sustain the fact that we shipped the customers item through [redacted] Priority Mail Express and...

here's the tracking number for it : [redacted]. We shipped on the [redacted] of December , more than enough time to ensure the customers item would arrive on time. At this point the courier failed to deliver on time , however Monogramhub.com has honored the agreement to manufacture and ship with enough time to ensure that the item arrives on time to the customer . This customer is being affected by the failures of a 3rd party. Even thou the customer claims to have sent us multiple emails regarding this issue , we have made multiple attempts to communicate to our customers that due to the holiday rush our customer service response time has increased and this is the reason why this customer has not been responded just yet. Nonetheless , thanks to this valid complaint issued by [redacted] we have assigned special personnel to investigate and contact the [redacted] facility involved in this delivery and ultimately locate the whereabouts of his item.We will attempt to isolate the problem and get the item to reach its rightful owner. We are whiling to provide the customer with additional fulfillment as a compensation for this delivery issue . In terms of issuing a full refund for the item , we would like to inform the customer the following : The item that was purchased is custom made , personalized and unique and before the purchase was made  , every customer must acknowledge that all sales are final. That being said we would never expect anyone to be ok with paying for something and never receiving it , at this point the item being held at [redacted] facility in CHARLOTTESVILLE , this is merely a shipping problem , if the item is indeed lost/stolen , we will take the necessary measures to ensure that our customer gets compensated and the responsible parties held accountable.At this point we consider that it would only be fair for the customer to allow some time for us to locate and deliver the item , once it is received we will also compensate and fulfill the customer with additional benefits in full efforts to mitigate this terrible experience.

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 issued this complaint BEFORE anyone contacted me, therefore their response is invalid. 
Sincerely,
[redacted]

We are responding to our customer’s complaint.This error appears when a customer’s attempts to use a coupon code with an incorrect item.The coupon code doesn’t work and the customer gets charged. If indeed the customer got charge we need order numbers, coupon codes or reference numbers in an effort...

to get the charges reversed.The customer emailed us 2 days ago and we already have a Revdex.com complaint oriented towards this problem. The customer needs to allow more time for our representatives to get to him/her and effectively fix this problem.We have emailed this customer directly requesting this information; once we get it we will proceed and refund the customer (if we indeed charged the customer). We advise the customer to please respond to the email that we have sent him/her and we will proceed immediately.

Responding to the customers email.Today, one of our managers made an irregular effort to contact the customer over the phone.Since all of our previous attempts failed, we deemed necessary to call the customer repeatedly until we have reached a successful contact. We are grating the...

customers desired settlement and both orders where refunded. The Root cause for this problem was corrected and will not happen again in the future. We are also compensating the customer for this experience with a 70% off coupon code that can be used for any item on our website. This will be sent via email.

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]
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A check for 7.99 was sent to the customer.As courtesy , we offered to refund the second shipping cost .The customer is refusing to remove the complaint despite the fact that we are making efforts to assist and please.Since the extra shipping was already refunded. We consider this matter resolved.

Greetings,
We would like to inform that the customers issue has been resolved already. Based on the desired out comes that the customer expressed , we have indeed already sent the correct product back to the customer with the requested specifications. He have also emailed the customer with the tracking number that contains additional information pertaining its location. The package left our facilities in November the [redacted] and it should be well on its way to the customers location.
Given the fact that we have fulfilled the customers request we hereby declare this issue permanently resolved.
We apologize for any inconveniences or discomforts that the customer might have endured.
regards,

The customer’s complaint is 100% valid. We care for our customers and we are a responsible company. The customer’s order fell through the cracks of our Christmas operations and we failed to deliver on time. We are willing to provide the customers desired settlement and at the same time we would like...

to compensate for this terrible set back.   We will be emailing this customer an unique coupon code. This code will take away 80% of the total cost of any non-sale item on our website.

We have attempted to contact this customer over the phone.
As requested ,We have refunded this order and cancelled it in our system.
The shipping costs where reversed. The customer may request a refund from our deal-site partner.

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]
 I understood the terms and agreed to pay for separate shipping however that was false advertising because I did not receive 5 separate shipments that I had to pay for.  Had I received 5 separate shipments this would be moot; but they took my money for 5 shipments (shipping for 5 parcels) and only sent one shipping.  So essentially I paid for 5 separate shipments and only received 1 shipment.  Their duty was to send each shipment separately and they did not.  This is a violation of the Laundry Lists: representing that work or services have been performed when the work or services were not performed.  Here the service of 5 separate shipments that I paid in full for were not delivered as promised and paid.  Failure to disclose information concerning goods or services which was known at the time of the transaction if such failure to disclose such information was intended to induce the consumer into a transaction into which the consumer would not have entered had the information been disclosed: had I known that I was going to pay for 5 separate shippings at $8.99 and only receive 1 I would not have entered into this transaction.  These are violations of the DTPA 17.46 (b).I reject their response and continue to demand a refund for the shipping charges for all 4 other items; I paid for the items and that is not the dispute the dispute is the shipping I paid for each shipping for the 4 items that were sent in one envelope.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Seems like I am having the same problem as many other people with this company. Order through Groupon at a specific price never could complete my order 4 weeks and when I did they wanted to charge me again. I ordered my items on November [redacted] 2015 and still I'm trying to either get those items or a refund. It is true that you can never get a hold of a person and at this point they have me mixed up with two other customers I am in Michigan they are in Nevada and Florida it is a mess!

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.  However their statement that they were unable to reach me by telephone is only because they called at 9:05 am, left a message that they would call back in 5-10 minutes (no call back number provided) then instead the second call came at 9:06am.  At that point the business emailed me that they were unable to reach me after multiple attempts.  I responded that for future reference they should really improve their customer service.  I was told via email that they do not have the capability at this time for telephone customer service.
Sincerely, [redacted]