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Monogram Hub, Inc.

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Reviews Monogram Hub, Inc.

Monogram Hub, Inc. Reviews (679)

The customer emailed our customer support department inquiring about the promotion. We assisted the customer by responding promptly. We explained the promotion and its limits, so the customer can ultimately make an informed decision about the purchase. The customer has not placed any orders on our...

site. The customer is interested in acquiring an item based on an existing promotion.   The 18'' necklace is presented in our dealsite as an available choice . There is an extra charge for selecting this item, We explained this to the customer .   The customer is under the impression that this is a misleading promotion. However, the customer is able to consult the charges before the order is placed.   If the customer does not agree with the terms of the promotion, they are always able to step back  and request for a full refund from the deal site (not monogramhub.com) that sold them this promo code.   In this particular situation, the customer believes that the terms are unacceptable.   This promotion will not be re-structured, the customer’s desired settlement is denied. Therefore the best course of action is for the customer to return to the promotional site and request for a refund.

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]

This was a miss understanding in communication.We called the customer and straighten the hole matter.

In regards to the complaint filed by [redacted]:According to the customers statement of the problem , there has been no response to her emails and voicemails. We have solid evidence that can sustain 4 replies’ that were sent to the customer, in an attempt to communicate a particular...

issue with her order. The customer provided only the number ''9'' as her shipping address and her billing address. Therefore monogramhub.com was no able to bill this customer’s credit card. This issue, plus the increase in our response time caused by the holiday Rush , has created a sequence of events that ultimately has left the customer to believe that we have ignored her issue and missed the customer special day.We apologize for this situation and we hope that the customers allow us to rectify this issue in her behalf. Today we have emailed and we have also contacted this customer over the phone to finalize the payment (We couldn’t reach her so we left a message). We have built the items that she has requested according to her specifications and we have shipped them to our distribution center in NY. All we need to do , is finalize the payment for the additional items and we will release the shipping hold and send out the items to the customer.In addition to this , we will provide the customer with an unique coupon code that will take 70% off any non-sale item on our website.

Revdex.com: The company Monogramhub did in fact call and speak with me directly. They were sincere in their...

apology and offered compensation due to the added shipping costs I will incur. 
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]

We are responding to our customer’s complaint. The customer placed an order; this order was placed on December [redacted]. The customer placed the order passed the cutoff date for Christmas. The item is being built and it is in the final stages of production. It will be released soon and shipped...

soon. The cutoff date for all orders for this deal site was December the [redacted]. This is the reason why this item has not shipped yet.

We contacted this customer over the phone. This item was lost by the courier. We agreed to remake the item in rush and to provide a compensation coupon code. Issue resolved.

We spoke with the customer over the phone and explained the entire situation. We are pleased to inform that the customer has understood the root cause of her complaint and we have also provided a different type of compensation for this experience.We are pleased to have [redacted] as a...

customer. We wish her and all our customers a happy New Year.

I ordered monogram necklace for my daughter in law and I was very happy. The order was filled with ease

This customer is being assisted. We received his response regarding the incorrect item yesterday.
Please allow for the representative to reply to your email.
This issue must and will be resolved through our customer service channels.
Give the representative a chance to respond....

The customers email arrived yesterday at 12:00PM.The customer will receive a reply today.

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 been contacted by the company regarding reaching a resolution for this issue. I was told by a customer service manager, Mr R[redacted], that my items would be shipped between today and tomorrow and should be delivered in time for Christmas. However, I will not feel this issue is resolved until my items are received and meet my expectations.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Good afternoon,
We have verified the record for our customer and certainly, her requirement was misshandled by the customer service representative, who is no longer with us anymore.  We will reach out customer today and try to make it right for her either if she may wants a brank...

new necklace or a refund for her purchase.
Regards,

Responding
to the customer’s complaint: The customer’s
orders were delayed due to stocking issues.The customer
is currently missing 2 orders.We released these
orders the day before yesterday and will be heading his way soon.

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 . I have not received any correspondence from Monogranhub.com . I have sent 2 separate emails , at different times and days ,and received  nothing in return . I am still missing the 3rd piece of jewelry , and am waiting for someone to contact me . I have called several times , at various times of the day , and get a computer generated response , at the end asking me to leave a message ... And there is no room in the mail box . The only response I have received at all is from the Revdex.com . I do not except , and have every intention of disputing the charge when it comes in the mail
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,[redacted]

In response to the customer’s complaint:
The customer emailed us expressing her concerns with the advertising of
the item and the response time from customer service.
Addressing the alleged false advertisement:
The reason why
the customer saw the 80.00 dollar extra cost was due to the fact that sterling
silver is an upgrade for this item. Having the item built in sterling silver is
a considered a special request, an upgrade , an add-on / personalized selection. (This is a special request that comes with an
extra 80 dollar cost).
When you take
a moment and read the entire brochure that was emailed to the customer you will
see that the words ‘’ sterling silver’’ are not written anywhere. The promotion
does not mention the metal used for the items construction; this is not mentioned
because there are 4 options available
for the customer to order the item:
-Gold tone
-Silver tone
-Sterling silver
-24 Karat Gold plating over sterling silver.
 -In depth-
-Gold tone is constructed with a base metal plus
a golden coating.
-Silver tone is constructed with a base metal
plus a Rhodium Finish
(*Rhodium is
used as an alloying agent for hardening and improving the corrosion resistance
of platinum, palladium and other base metals).
The offer that
was presented to all customers, the advertising displayed on the deal sites and
the item description displayed on the website does not present sterling silver
as the only base metal in which the item will be built. Please inspect the
attachment provided by the customer in the complaint and you will note that
these options are not marked anywhere.
We hope this clears out advertisement issue.
<<In terms of customer service support>>
 
The customer
has accused us of ‘’sleazy business
practices’’. We would like to note that this person has purchased items
from us in the past with no issues at all.
For the item
in question we would like to clarify that the customer only purchased a coupon.
The customer has not redeemed this coupon in our site yet. This automatically invalidates
her claim, given the fact that we are
not in business with the customer at all in the present time. She sent an
email requesting assistance in how to acquire the item .
The customer
has had the option (since the beginning)
to go back to the deal site and request for a refund.
The customer
claims that she was somehow tricked into providing her information. We would
like to clarify the fact that we have had all of this information in our system already;
we have this information because we had successfully engaged in business in the
past.
For Customer
service procedural purposes only, she was asked where she would like the items
to be shipped.
We ask this
questions because there will always be a possibility of repeat customer wanting
to ship to different location.
In conclusion
after evaluating the entire case, you will note that the only base for this
complaints is the fact that we were unable to contact the customer to provide
continued assistance over the phone. Despite our efforts the time difference
plus a mother’s day rush caused a delay in our response time with emails and
phone support (Which we do not provide
at the moment with the exception of voicemails.)
We apologize
that the customers experience has escalated to this level; we would like to
extend our interest in continuing doing business with the customer.
If the
customer desires, she can provide us with a new time for us to call and we will
have a manager assist her directly.

In response to the customer’s complaint, regarding the delivery of her item: This is the main reason why companies have customer service departments, to handle situations like this one. Out of more than 50,000 orders delivered for mother’s day, it is expected to have small amount that are...

bound to fail. For this we take full responsibility and at the same time express our apologies to the customer. For this reason we consider that the customer’s request for desired settlement is understandable and valid, we will ship the customer’s item and at the same time we will grant a full refund for the amounts paid for the coupon.The quality of a company is measured by their level of customer service that is presented whenever situations like these occur. We care for our customers and we will make every effort to ensure that they are satisfied.One of our agents will be getting in touch with the customer through our regular support channel and request all pertinent information regarding refund methods.We will take the customer’s feedback and apply it to good use.

I ordered 3 necklaces with a [redacted]. First, I had to create 3 separate orders, one for each necklace. Next, my credit card was charged immediately but I waited over two months and still nothing delivered. The Order Status page said something like 'Sorry for the delay, we are working on your order now'. The only customer service phone number shown on their website goes directly to voicemail and then suggests you send an email. I sent an email and two days later got response stating 'there is a balance in my account. The amount was authorized but we couldn't charge based on that authorization. For some reason the billing address that you entered did not match with one the bank has .. for that reason we were unable to charge you're CC' That is not a typo on my part. They actually typed 'you're CC'. They charged my credit card already and it's been paid. They never sent email stating there was an issue. They asked me to make a payment manually over the phone (speaking with a supervisor) or they could send me a link to take care of it. I didn't trust them so I asked for the link. One week later and nothing yet. I have a feeling I will never see the items I purchased.

In response to the customers complaint.The customer used a coupon code from a deal site to buy these items.The promotion clearly stated that the Christmas cut off day for them was November the [redacted] and the order was placed In November the [redacted]. We haven’t even initiated the process for these items....

WE advise the customer to please inspect all terms and conditions before acquiring a promotion.Unfortunately the customer’s desired settlement cannot be fulfilled. We are willing to provide the customer with a unique coupon code. This code will provide the customer with 70% off any non-sale item on our website. This will be issued as a compensation for this terrible set back.

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:

Their response is unacceptable as they have not provided a date on which my order will ship.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Good morning Sirs !
Please be advised that we have contacted our customer and she agreed to receive a brand new necklace from our end totally free of charges.  Besides, we have provided the customer of a 70% Off Discount coupon for a next purchase, as compensation for all the...

inconveniences customer may had.
Best regards,

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Description: JEWELERS-RETAIL, ONLINE RETAILER

Address: 13 Crampton Avenue, Great Neck, New York, United States, 11023-1128

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