Monogram Hub, Inc.

We have built and shipped the same item for the same customer, with the same personalization twice. The customer still claims that nothing was received. No further actions will be taken beyond this point.The customer was already refunded. She needs to check the card that was used on...

the order.If the customer has several cards, then she needs to verify which one she used by contacting the CC Company or bank that controls them.Since the customer was refunded and all the orders cancelled, our business has concluded.We advise that the customer contacts the deal site that sold the discount coupon codes that were used and get a refund from them.

Hello, 
 
 
We have already issued a partial refund this customer today for the amount of $112.00. 
The refund is for the 2 out of the 3 rings. We will refund [redacted] the remaining balance once she ships us 
back the ring...

that she currently has in her possession. 
I have attached a screen shot of the completed refund issued to [redacted]. 
 
Please let me know how else I could help in this matter. 
 
 
[redacted]

In response to the customer’s complaint:  The customer emailed us expressing her concerns with the delivery time of her item.She contacted the deal site, the deal site forwarded back to us. We un-redeemed the coupon then she was instructed to con contact the deal site (now that the coupon is unredeemed). The customer gets to keep the item as promised and she was refunded by the deal site on 5-**-2015.

The customer acquired a promotion and failed to use it for the specified period of time.Acquiring a coupon code from a third party website does not represent that this customer is in business with us. In fact, the customers demand for a 29.99 dollar refund should be directed to that third party that...

sold that coupon code. This was the manager’s recommendation for this customer since it was evident that the customer’s intention was to engage in an interpretation battle for a policy fragment pasted from this third party. Promotions cannot be combined. We explained this several times to this customer.The coupon code is designed to target only the regular priced item. This item cost 99.99, for a certain period of time the code will cover 99.99. If the coupon code is not used by then, it comes down to 29.99 for that very same item.We agree with the customer’s desired settlement. Please contact the deal site that sold you the coupon code and request for refund. We do not have this customers business.

We already
responded to this customer via
email
We provided
a return label for all items to be returned and for the customer to be
refunded

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.

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.
This is amazing, but I just had my post lady knock on my door,...

6:40 pm and deliver the monogramhub.com necklaces!!You can cancel my complaint.Thank you!
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:

This vendor has lied again. I can show email proof that they "say" they only sent over once. I requested a refund (and email response several times) before they "made" the second one. I understand shipping issues, but I do not understand correspondence issues. As someone who works in customer service myself I don't understand how so many messages could have "slipped" through, and the few messages I have received do not answer my addressed questions. Terrible customer service on the companies part, and I have received ZERO apologies. I am disgusted.

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 [redacted] will be processed after the holidays. The customer’s order was placed past this deadline. Nevertheless, the real issue...

was our delayed response for this customer. For this matter we apologize, the holiday rush increased our response time. The customers item was successfully built and is ready to be shipped, here’s the tracking number corresponding to this order: [redacted].For more information the customer can email us at [redacted].We will be more than happy to assist.P.S.: as a compensation for the long wait we will provide this customer with an unique coupon code that will allow the customer to have 70% off any item on our site.

We apologize that [redacted] was not happy with the quality of the necklace.   After further review of the situation and email correspondence we have found thefollowing.     One of our customer service agents offered to remake this item if [redacted] would send photos ofthe defective necklace.  The response we received was that the item had already been given as a gift and a photo was notpossible.  In accordance with policy the agent offered [redacted] a 70% off discount on her next order.  When remaking an item we always require a photo to assure we remake the item correctly the second time.    Breaking with standard operating procedure we have remade this order without a photo and have flagged it forextra quality checks.  We will expedite this item and ship is as soon as possible. Our agent has replied to [redacted] with the new order information.

I regards to the issue described by our customer Rachel Stratton  .Despite the fact that we have made multiple attempts to communicate to our customers that due to the holiday rush our customer service response time has increased , nonetheless this doesn't justify the fact that the...

customer has valid claim since we do see that the customer has indeed ordered the same item twice . We have intercepted the order and credited the excess amount that was charged . We have also removed the extra item.Thank you for your patience. Your original order is in process and it will ship momentarily.

Responding to the customer’s complaint:We are currently not in business with this customer since she never placed her order.Once again: The customer needs to contact the deal site that collected the funds that the customer wants to have re-funded.We do not carry this customers billing information, nor do we posses any transaction numbers that we can use to reverse payment since there wasn’t any applied directly to us.The customer needs to contact the deal site for a refund.

The full amounts where refunded. The customer needs to verify with her bank.We have the transaction numbers.

Revdex.com:
The items I purchased were finally delivered yesterday. I am still very disappointed in the fact it took over a month to receive and after I filed complaints with the Revdex.com and [redacted]. I will never purchase from this company again! 
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 had bought a bar necklace through Groupon it was supposed to be for $5.00 but charged me $90.98 I then cancelled it that day and now I've tried reaching them but always went to voicemail then I received a call from them but was unknown so I ignored it why not leave a message I even tried sending an email and rejected it all I want is my refund 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and will await receipt of the replacement product. I would like to keep this case open until the product has been received.  Attached is the email thread, which they state they did not receive. The 3rd message was sent via the "Contact Us" form on their website. This I do not have a copy of.
Sincerely, [redacted]

In response to the customers complaint. Monogramhub.com would like to apologize to this customer. The item never left our production floor, this issue is being investigated internally and during the holiday rush a diligent response was not given to this customer. At this point we are more than...

willing to provide this customer a full refund for an item that was never sent. Unfortunately the customer’s credit card authorization has expired and we are unable to reverse the transaction directly at this point. If the customer has [redacted] account available we would like to get in touch to get all of the necessary information and provide the desired settlement. In terms of the customer’s recommendation for our billing procedure, we would like to report that multiple are improvements are being developed as we speak, however the particular aspects of this operational procedures will handled internally.We appreciate your feedback.

The cut of date for Christmas deliveries for that deal site was December * , the customer placed the order on the [redacted]. This order was placed passed this cut off and therefore it was not guaranteed in any way for Christmas. We will proceed and refund the customer’s order. For coupon based...

request the customer needs to contact the deal site.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. The Company and I have reached a satisfactory agreement.  They were very...

accommodating and very willing to assist; however, the agreement involved having the original merchandise resent to the original destination.  I am VERY CONFIDENT that the item will be received; however, I will hold off on the final conclusion until the item has been delivered.
Sincerely,
[redacted]

In response to t his customers complaint , on behalf of [redacted] we would like to apologize to this customer for not responding to her email on time. We did experience a strong holiday rush , combined with technical difficulties with our most effective response lane (Email systems).We...

would like to guarantee to this customer that we will make it right by her and her daughter’s memory.Through this communication we will make official the following assurances to this customer:1-We will email you and call you today 1/**/2015 to re establish a connection outside this public channel. This will be done in order for the proper customer care to be established.2- Your communications will be placed ahead of our Q and your responses will be promptly responded.3- We will request from you a picture of your daughter , this picture will be laser engraved in a steel locket then it will receive a special polish treatment that will make it last for an extremely long period of time at no cost to you.4- We will also remake the item you requested and it will go according to the standards that you initially expected from us.