Monogram Hub, Inc.

In response to the customers complaint.During the holiday season we published a message on our website, In which we specified that all orders placed after December the 6th will be processed after the holidays. The customer’s order was placed on December the [redacted] , which means in this case...

that the items production started  in December [redacted] . We have built the customers item according to his specifications and unique personalization’s. The item will ship out today from our distribution center. At that point we will send customer an email with the tracking number for that item. When the customer placed the order it was acknowledged that all sales are final and that we needed 2-3 weeks to produce the item. If the order started production on December the [redacted]  that would mean that we are within the compromised time of production.Communications and our response times increased during the holiday rush , due to the large amounts of emails that we’ve received. Our interest is that our customers remain happy.As a compensation for this issue we will provide the customer with an unique 70% off coupon that is valid for any item on our site.

The customers item was shipped on march [redacted].
Here is the tracking number for it : [redacted]

Responding to the customer’s complaint: All charges and costs are made available to all customers that purchase through monogramhub.com. We have a detailed summary at the checkout section that allows customers to make and informed decision before a purchase is made. The shipping costs are also...

present during the personalization section of the items purchase. If the customer had any problems with pricing we advise her and all customers for that matter to please email our customer service department before the purchase is made if they have any questions. The customer agreed and paid for the items that were offered. These items were produced, shipped and received. The items were consistent with what was advertised. We are sorry to learn that the customer is not satisfied with the items produced. We would like to point out the fact that we have customer service department that is prepared to deal with these situations, the email address to reach this department is [redacted] Here is also a link that any customer can use to contact us:  [redacted] Here is a telephone number that we have made available for all customers to leave a voicemail or callback number if needed: ###-###-#### Customer never reported any concerns to our customer service department. A Revdex.com complaint was issued without giving us the opportunity to assist.

These items shipped on the ** of January.
We called the customer and explained everything.
Please allow more time for the courier to reach her location.

Please advise the customer that we are aware of what needs to be done. Our last interaction was a miscommunication and the clarification emailed was sent 17 hours ago. We have 24 hour response time the customer needs to allow more time for us to be able to respond before jumping back to this channel. The customers case is being handled by a manager.

These items shipped on the ** of January.We called the customer and explained everything.Please allow more time for the courier to reach her location.

I placed my order back in April, I have not heard or received my merchandise. You got the money immediately so where is my bracelet???

I placed my order on 11/**. I have checked both my orders and they had a count down til shipment and then it said it was delayed. I emailed multiple times and called. They have taken their number off the website and when was called it said that you could not leave a message. These were Christmas gifts and I can not even get an email back and still no ship date or tracking. I don't even know how to go about a refund since they refuse to respond in anyway.All I want is my merchandise that I paid for and to someone to contact me after writing multiple emails over the past 2 weeks.

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]

In response to the customers complaint , we would like to report that we have been in touch with this customer and we have already shipped the customers item. All shipments are delayed at [redacted] , the weather conditions are not suitable for delivery but the item was indeed produced , sent and it is in the hands of [redacted].This complaint will now close , any further communications will be handled through our customer service portal ,  we advise the customer to email us for any future questions.Please allow more time for [redacted] to reach you.

As we told the customer before , this orders will be shipped in a timely manner.

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 is at least in process.
Sincerely, [redacted]

Responding to the customer’s complaint: As we have been through our support channels.It is confusing to us why we have to respond to this complaint.  We have been interacting with this customer
through our support channels. The customer is currently being assisted. The item is built and ready...

to go , we have had some
inventory related issues with this particular item and we informed the customer
of this issue . The item ordered by the customer is a compound item, it has
other elements inside the item itself and some of these elements are out of stock.
We asked the customer to pick different ones so we can update the order and
ship out the item.We will attach a print screen that proves that we have been
responding to this customer. We will proceed and release the customer’s order as is,
later on the customer will have the option of ordering the inside elements once
they are back in stock.

Revdex.com:
I have finally received my product. 
Sincerely,
[redacted]

I placed an order for an engraved cutting board in the beginning of November and received it the beginning of December. It was terrible workmanship. Handle not sanded and misshaped. Wood splintering. I got ahold of customer service and went back and forth with emails. Even though I placed my order in time to have it for Xmas, they could NOT guarantee that I would have the replacement in time. Now how is that fair?! In an attempt to appease me, they offered me a 70% discount on my next purchase. Ha!. I received the replacement today. Once again, handle not sanded, got a splinter. Wood is splintering and paper stuck on back, really?!, they couldn't clean it? And if that doesn't take the cake, the address on the packing slip has typos. I sent them an email w/photos today and demanded a full refund.

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:

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]

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, this company will NEVER get my business again as it took them almost three months to ship 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:

I filed an orginal complaint on 01/**/2015 regarding a necklace I brought with MonogramHub. They reached out to me stating they would send me another necklace, since the one I originally purchase came out horrible. The company reached out to me regarding the issue after I filed my complaint with Revdex.com letting me know I would get a replacement. I sent an email to them on 01/** and since then I have not head from the company. I am furious with them to the point I do not want nothing from them but my refund. I am outraged at the way they handle customer complaints and returns. I still have the original item I purchased unable to ship it back because I was never given a return address.  I no longer want anything from this company but my refund!!!!!!!!!!
 
[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]...