Monogram Hub, Inc.

This customer is already being assisted by one of our support agentsThere is a replacement already being produced for this customerThere is no point in reporting this issue through this channelThe customer is being actively assistedThe issue is already resolved , If this report Revdex.com
persist , we will cancel the replacement order and refund the customer

I would like to extend my apologies to all involvedWhen I had initially contacted my credit card company they confirmed the transaction to Monogram HubI contacted them a second time and they are now stating they made an error and the payment was reversed but not reflected on my statementI am dropping the complaint against Monogram HubI have contacted them personally and made them aware as well as extended my apologies

We have reached out to our customer in order to resolve this matterOur customer has agreed to our offer and will allow us to make things right with her order

Responding to the customer’s complaint.We reached out to the customer over the proneWe explained the whole situationThe items are on the way and the amounts charged for shipping will be refunded for orders instead of This way we find a middle ground.We also emailing an
85% off compensation coupon for the customer’s troubles

We apologize that *** *** felt that she needed tocontact her credit card company. At thispoint we feel that *** *** has taken the complaint outside of thisorganization. We will continue to shipthe item to her and we will respond to the request from her bank when they arereceived

In response to the customer’s complaint:The customer placed and order on may the first, using a coupon code acquired from one of our deal sitesThe order was placed on May the *** which is the cutoff date that we set for all orders to be delivered by mother’s day.Unfortunately the order was entered
on our website, by the customer in an incomplete mannerKey information was missing in order for us to proceed with the construction of the item. This caused the custom order to be removed from the group of orders placed before the cutoff date.Our focus was direct at the orders that where placed correctly before the cutoffImmediately after mother’s day we started emailing all customer that had incomplete orders*** *** order was one of them. We were the ones who initiated contact by making the customer aware of her orders issue.The customer provided the correct personalization and we added this information to her order on the ** day of may , at the same time The item was built and shipped to the customer with a clear stone that represents a blank moth according to our chartsAll personalized orders require to weeks of production time before shippingThis means that even as we respond to this complaint we are still within the required timeframe.Due to the large amount of emails and special request generated by the heavy mother’s day traffic we were unable to continue interacting with the customer and we proceeded to provided assistance to other customer under similar situations.The customer was requesting a direct phone call from us , and unfortunately we were unable to satisfy this requestFor this terrible oversight monogramhub.com would like to apologize to this customer.As a compensation for this issue we will reply to the customers email with an order number for an extra pendant and a special coupon code that will allow her to order any item from our statement jewelry section for free.We have also contacted the customer over the phone , providing the same assurances that we have provided here and the proposed settlement was to the customers liking

All items where sent through express shipping (overnight)We managed to deliver on timewe also contacted the customer over the phone and compensated for the situation

I ordered for necklaces and decided to add on a braceletI received the necklaces, I was not happy with them even at the discounted *** local price, but they were for my granddaughters and they would do for ChristmasI ordered them on October ** and have still not received the bracelet it is February ***They said they sent it to the wrong address, then they said they lost it and had to make a new one and then sent that one to the wrong addressMind you they have already sent me the for necklaces to the right address? They won't answer calls they won't reply to emails other than what seems to be a computer generated standard reply to whatever you are sayingThey refuse to acknowledge me as they have my money and my merchandise, & I have neither! Lucky for me *** local reimburse me, I will never do business with this company and I would tell others to never do business also

We are sorry to hear that you are not satisfied with your itemsThis is actually the first we have ever heard back from you since January ***Our customer service department responded to your email inquiring about the order statusThat was the last we heard from the customerWe did not have any further communication regarding this issueThis item is one of our best sellers, if for any reason the customer is not satisfied with the quality, please email our customer service department.We have protocols and procedures design to take care of these issues.Please fix whatever technical support related problem you might have with your email service and contact usWe will be more than happy to assist

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:
[Your Answer Here]
I am still awaiting shipment for order ***I ordered two bracelets from MonogramThe issue will not be resolved until I have both Items I have paid forThey expedited one of the two orders; which I do not understandBecause there are two orders!!! I have a tracking number for order ***-*** which should be delivered todayBut order *** STILL HASNT SHIPPEDAll I want is what I paid for without excusesIf they could expedite order *** like they did for *** with my tracking number todayThis issue will then be resolveSimple!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Our apologies The item is actually on its way outThere 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# ***, 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 daysI returned to check the status days later and the status now states my order is being processed and will ship as soon as possibleThe 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,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** I would like to wait until I receive the product they are going to resend before I close my complaint.
Sincerely,
*** ***

ordered a necklace over month ago unable to get status on order customer service will not respond to emails unable to
actually contact anyone

We apologize that *** *** has not heard had communication from us. Upon further review we found no request from her about her order and that she was notified on January **, 2015 by automatic email that her order hasshipped and will deliver on
January **, 2015. We would like *** *** to email us at *** if shehas any other issue! We thank her for her order!

We have decided to grant the customers desired settlement.Please expect the order in 2-Weeks

Saw this deal on Groupon for the heartbeat necklace and thought hey I love the style of the necklace why notPurchased one groupon deal and then when I got to the actual site I decided to buy several more as gifts to my friendsThe order consisted of heartbeat necklaces in total one silver and goldI received an email from them stating that one gold and one silver necklace had been shipped outI immediately emailed them with a screenshot of what I had purchased Someone did in fact email me back by the name of IVAN Garcia apologizingIn the email he sent me four tracking numbers, which to me was absolutely crazy being as though all the items were purchased togetherMy thoughts was that it should all be shipped together with one tracking numberThat day I received out of the items purchasedSo again I emailed letting them know that a fifth tracking number was not provided since items were purchased and that the fourth item could not be traced per ***He informed me that the fifth item was in the warehouse and a tracking number will follow the next day once he finds out what is happeningHowever for the fourth item once the items leaves their facility it is beyond their control and to follow up with ***So in my terms this meant if it was lost I would lose out on my money and the item althoughHis response was very unprofessional and it clicked that I was going to be ripped offI gave him a day to see if they were about their business and emailed him again like hey you stated that you were going to provide me with a tracking number for the fifth item whats happeningHis response was now the item has left the warehouse and *** does not provide tracking numbers for this type of itemThis again sounded very crazyI informed him that I purchased the same exact item and was provided tracking number now all of a sudden you do not provide tracking numbers for "this type of item"At this point I had enough and reported it to my bank to dispute the transactionThis company is very unprofessional and their employees are not knowledgeableI should have seen red flags when the company did not have a actual working line for one to speak with a representative, you have to leave a voice mail and "PRAY" that someone calls you back because they "WILL NOT"Instead they hide behind emails, not being helpful at allPLEASE PLEASE PLEASE do not ever buy anything from them

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 not resolved this dispute with Monogram HubI am waiting for a phone call from them in response to an email I sent this morningThis is in reply to an email from them which I received this morning asking what time they should call meI replied that, today before 1:or after 4:00, would be goodOn Jan*** @ 3:I received an e-mail saying they would call in a few minutesThey called several times within hoursThey spoke to a household member who said I wasn't home and asked for a tel.# where I could reach themShe was told there was no contact tel.# and they would call again laterI waited for the rest of the day but received no callThey made an attempt another day but I wasn't homeI sent another email giving them my address again and telling them I'd pay by credit card and how I could proceed with this processSo, I'm now waiting for a phone callI'm trying to work with them but communication is difficult when you can't contact them by phoneI feel I'm being patient but this is so frustrating*** ***

The items I purchased through monogramhub were very nice After coming on this webpage, I thought I had been scammed, as their communication is not up to par But my monogrammed items arrived in time for Christmas and I am pleased

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:
They have requested to view a photo of the necklace that was spelled incorrectly. I am attaching a photo of the necklace, you can see it clearly and it is lying on the form that accompanied it (where the name was spelled correctly). I look forward to their further response
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,*** ***