Monogram Hub, Inc.

Review: I was sent the wrong item. I contacted the company via email since it was the only line of communication the company has for customer service, the company email me back and told me I was sent the correct item. I tried emailing them back explaining that the paper work sent with the item even has the wrong description on it. It was totally different than what I ordered. I still have not heard back from the company. The phone number is a voice mail asking you to leave your name and number but the best line of communication is email.

Desired Settlement: I would like for someone from the company to contact me. I would like for them to send me the item I ordered or give me my money back.

Business Response:

We have reached out to our customer in order to make sure that they receive the correct item. Our customer purchased a coupon that was originally for an item that by default is available in a base metal. Our customer selected the option to upgrade to sterling silver. Some how in the process the base metal option was delivered to our customer instead of the upgraded option. We really do apologize for this error. We are making every effort to deliver the correct item to our customer.

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The business is working to resolve the issue. They contacted me and advised they are sending me the corrected item. Hopefully they follow through.

Sincerely,

Review: On Nov. [redacted], 2014, I placed Internet order [redacted] with Monogram Hub. Two items were ordered, a necklace (P91284-1) and a ring (MR30506-6). However, only the necklace was received. The ring that was not received needed to be personalized, so I waited longer than the 2-3 weeks Monogram Hub stated for the shipment of personalized items. On Dec. [redacted], 2014, I contacted Monogram Hub via their E-mail address. Customer Service Representative "[redacted]" replied and gave me ticket number [redacted] regarding my inquiry. [redacted] stated that my order -- along with another item that was overdue from a Nov. [redacted] order -- was still on the production floor and would be shipped when ready. On Dec. [redacted], I received the overdue item from the Nov. [redacted] order; however, I never received the ring from the Nov. [redacted] order. Subsequent efforts to contact Monogram Hub via E-mail and telephone have remained un-answered.Desired Settlement: Monogram Hub billed my credit card upon receipt of my order on Nov. [redacted], 2014. I paid that charge during the November billing cycle. The total charge was $131.99. I received the necklace, which was valued at $12. The ring I never received was valued at $119.99. Regarding the $12 purchase of the necklace, there was an extra charge for $2 for an extended chain, which was not included in the billing. Therefore, I would like Monogram Hub to credit the value of the ring $119.99, less the $2 charge for the extended necklace chain, back to my credit card, for a total of $117.99. Also, I would like to see Monogram Hub stop billing an order to a credit card at the time the order is received -- and bill only when the item is shipped.

Business Response:

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.

Consumer Response:

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 will not be satisfied until I have actually received a refund from Monogram Hub. I do not understand why Monogram Hub cannot make a credit back to my credit card that was originally billed. The card is still active, and does not expire until Dec., 2015. Monogram Hub should contact me if they need further information regarding my credit card. I do not have a [redacted] account, and do not intend to get one. Your Answer Here]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer Response:

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,

Review: I ordered a necklace from Monogramhub.com through a Groupon purchase. I placed the order December [redacted], 2015. I received the other items I purchased from them but as of today, February [redacted], 2016, I have not received this order. I have sent probably more than a dozen emails to this company, have received 2 responses, the latest was Feb. [redacted] saying the item has shipped but to contact them if it doesn't arrive in a few days. I did that. I have also attempted to call their 'customer service' voicemail that promises a response within 48 hours and have never received a response from that. I see now that there are numerous complaints on ScamGuard about this company doing the same thing. I wish I had known that before I attempted to do business with them.Desired Settlement: I want the item I paid for and a refund for the shipping charges as they have failed to meet even the minimum customer service standards. If this weren't a gift for a friend, I would demand a refund.

Business Response:

This customer was already assisted by one of our customer service agents. We already agreed to rebuild the item for the customer. This complaint to the Revdex.com wasn’t really necessary since we’ve been responding to the customer’s emails.

Consumer Response:

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]

I placed my order on 11/[redacted]. 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.

Review: I ordered 2 bracelets. They were supposed to have 2 initials and a heart on each one. Both bracelets arrived with only one initial, even though the invoice specified two initials on each. I have attempted to email the company twice. I have tried to call the phone number listed and receive a "mailbox is full" message. These were intended to be Christmas gifts.Desired Settlement: Refund credit card. This company needs to take responsibility for their mistake.

Business Response:

In response to the customer issue regarding the missing letters:We have located the order that the customer placed. We noticed that the customer indeed ordered 4 items from which 2 of them contained pendant styled initials and the letter ‘’A’’ and the letter ‘’L’’ where missing. This issue occurred as a direct result of a processing error of a small amount of orders.We contacted the customer over the phone and we have issued a new order number that contains the missing letters and a complementary symbol for the customer’s bracelet at no cost. We have also instructed the customer to pick whatever item she likes from our site and when she does we will issue a special coupon code that will provide her with 70% OFF the total cost of a non-sale item.? At this moment we are awaiting the customer’s response for her desired item.

Review: I purchased a bracelet through [redacted].I entered the [redacted] number and it said it had already been used. I emailed Monogram Hub, called, over and over. I was finally sent an email saying they were placing my order and would send me a confirmation. This was 3 weeks ago.I have been emailing and leaving messages (no one answers phone) and have been completely ignored for weeks. I ordered this for a Valentines gift for my daughter and explained this. Nothing done.Desired Settlement: I want the bracelet by [redacted].

Business

Response:

Responding to the customer’s complaint.We reached out to the customer over the phone. We explained the whole situation.The customer’s order goes out today. It we placed the order for the customer on the [redacted].The agent failed to provide confirmation and this is why the customer was worried over the fact that nothing was done. Rest assured your order will arrive soon.

Consumer

Response:

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,

Review: I ordered a necklace on December [redacted] 2014. Order number Monogramhub-[redacted]. I have never received the necklace. I emailed them twice in January 2015 to inquire and got no response either time. I have also called twice and get a recording stating all lines are busy. I also tried to track the item through their tracking system, with no results. I have already paid for the necklace.Desired Settlement: I would like the necklace delivered or I would like a refund if the necklace is not able to be delivered.

Business

Response:

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.

Consumer

Response:

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,

Review: I ordered two necklaces and only received one although the shipping status shows delivered. I have tried to contact this company via email and phone with no luck. I received one email after sending a customer service request saying the product was shipped, which I had explained in my request that I didn't receive the item. It was as if they hadn't bothered to read my request.

Order number [redacted]Desired Settlement: I want to receive the item ordered in order number [redacted].

Business

Response:

We would like to apologize to [redacted]. The middle of November through the end of December is our busiest time of the year and we are not meeting our goal of answering customers inquires in forty-eight hours. We have researched the complaint. [redacted] ordered two monogram necklaces fromus and both have a delivered status on [redacted] website. We found that when replying to [redacted]’s initialinquiry our customer service agents misunderstood [redacted]'s email and answered her that the order delivered. When in fact [redacted] was telling us that even though the [redacted] website showed delivered,she had not received the order. We answer all inquires in the order they are received. On December [redacted] 2014 our customer service department was in contact with [redacted]. A replacement order has been placed and will be expedited to [redacted] at no additional cost. We have also offered her 70% off any one non-sale item on our website. At MonogramHub.com, we take pride in ensuring our customer’s satisfaction. We deeply value your relationship withMonogramhub.com and are committed to providing you with the highest level of service simply because ourcustomers deserve the very best.

Consumer

Response:

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,

I ordered a bracelet through Monogramhub.com on December [redacted] 2015. I was going to give it as a Christmas gift. The web site said it would be delivered in 3 weeks. I did not receive a bracelet until the end of January. It looked terrible! It was barely legible, so I sent it back and still have not received the replacement yet. It is now February **, 2016. Despite numerous attempts to SPEAK with someone from that company I have had nothing but a few generic email responses. It has been nothing but a headache dealing with this company and I will never again order from them. I found them on the [redacted] website so beware!

I had an issue with my order , but the customer service team was really nice and they resolved my problem almost immediately. The remade the item for me and it now looks incredible. To me a company is as good , as their efforts to resolve the customers issues. And I must say that the way I was treated , has shown me that this company cares for their customers.

Review: I recently purchased a [redacted] for a monogrammed necklace from monogram hub. I went to use the [redacted] and the had another obligation so I closed out of it. I went in a little later to order my necklace. The shopping cart said I had no items so I put another necklace in my cart. I, then, proceeded to put in my credit card information. When I pressed continue I thought it would come up with a page of what my order had in it, unfortunately it just came up with a receipt of 2 necklaces. I only wanted one. I have continuously tried to contact them and I haven't gotten anything in return. They don't have a phone number listed so I had to do some investigating to find one, and still haven't gotten a response.Desired Settlement: I would like a refund for the necklace I did not purchase a [redacted] for or I would like to cancel the entire order all together.

Business

Response:

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.

Review: I ordered through [redacted] a slim compact mirror from this company. They would not let me go through with the code from Groupon....the price was suppose to be $5, I continually tried and finally it went through, but it said it was going to charge me almost $90??? I tried dealing with [redacted] but they said there was nothing they could do. Today the product arrived and instead of a compact mirror it is a pill box. They have NO phone number and there are numerous complaints about them on the web.Desired Settlement: I want what I ordered for the amount that it was suppose to be $5.00!!! This is false advertising!!

Business

Response:

We are responding to this customer’s complaint.The customer placed an order on 1-*-2016. The customer used a coupon that had a cost of 5 dollars that was paid to a third party deal site. When the customer came to our site she was faced with the shipping charges. There was a 8.95 shipping charge added to the order.These charges were clearly stated at the moment of purchase of set coupon code by the customer.We do not know from where the customer is obtaining the number 90 or 85 which is the disputed amount. The customer was only charged 5 dollars + 8.95 shipping cost. We would also like to add that this customer never emailed our customer service team. The customer came straight to this portal without allowing our customer service team assists first. We have emailed the customer directly and we are currently inquiring about additional information in order for us to better understand her claim.

Review: I ordered three necklaces six weeks ago. Their website's "Order Status" stated for days (about three weeks after ordering) that the items were made and being shipped, then it when back to the order was being processed. I wrote dozens of emails=no response, tried calling=voice mailbox was full, [redacted]= a week delayed response. I eventually got an email back stating that items were shipped last week (that was five weeks after ordering), a week later I got a [redacted] response stating that the items were in their warehouse and would be shipped in a week. That is a lie. Where are my items? When will they arrive? I have paid for these and do not want to be lied months after an order.Desired Settlement: I want these items overnighted to me- with a tracking number, so that I cannot be lied to. And after that, I'd like financial compensation for the hours I have spent trying to figure out what is going on, but still have no answers.

Business

Response:

All items have shipped. The customer’s desired settlement for financial compensation will not be granted. The customer acquired 3 promotional codes from a deal site that clearly specified that all orders placed after November the 27th will not arrive for Christmas. All of these orders initiated production after the [redacted] of December. The customer’s items shipped on the [redacted] on January. Our customer’s items were built and shipped within our 2-3 week time period since production initiated after the [redacted]. The order date is completely transparent at this point since there was a clear cutoff date made public. The customer is expressing discontent over the fact that our response time took longer than usual. For this we apologize. The holiday season comes with a large amount of special orders that require ongoing communication with many customers; this affects our service level by increasing our response time. We expect understanding and patience, since it is not our intention to take orders and not ship them. Nonetheless we would like to provide some sort ease to this experience. We are willing to provide the customer with a form of compensation that we believe it’s fair and up to par with the severity of the issue. We are willing to provide a compensation coupon code that will provide 80% off the total value of any non sale item on our website. As opposed to the ones that the customer used, this one is open to a wide variety of items with a similar discount. If the customer is interested please let us know through this channel and we will email this code through our customer support portal.

Your order with this company will literally take months, and there is no way to properly track your order, just a generic "order is in process", or, later, "order is delayed. Horrible customer service, and I will NEVER order from them again.

I think this business is systematically scamming its customers. They do not respond to email, they do not take phone calls (it's called a message line, but you can't even leave a message, they direct you to email them which they proceed not to answer). They have no address listed on their web site (odd to be hiding where you are). And now I've learned their email has been shut down (I received an auto response from Yahoo to that effect).

They immediately charged me, but my items are 'unavailable'. That is according the order update form on their website. No suggestion of wait time, nothing at all.

To say I am thoroughly disappointed is an understatement. This company has serious issues and seems not to care.

Saw this deal on Groupon for the heartbeat necklace and thought hey I love the style of the necklace why not. Purchased one groupon deal and then when I got to the actual site I decided to buy several more as gifts to my friends. The order consisted of 5 heartbeat necklaces in total one silver and 4 gold. I received an email from them stating that one gold and one silver necklace had been shipped out. I immediately emailed them with a screenshot of what I had purchased. Someone did in fact email me back by the name of IVAN Garcia apologizing. In the email he sent me four tracking numbers, which to me was absolutely crazy being as though all the items were purchased together. My thoughts was that it should all be shipped together with one tracking number. That day I received 3 out of the 5 items purchased. So again I emailed letting them know that a fifth tracking number was not provided since 5 items were purchased and that the fourth item could not be traced per [redacted]. 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 happening. However for the fourth item once the items leaves their facility it is beyond their control and to follow up with [redacted]. So in my terms this meant if it was lost I would lose out on my money and the item although. His response was very unprofessional and it clicked that I was going to be ripped off. I 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 happening. His response was now the item has left the warehouse and [redacted] does not provide tracking numbers for this type of item. This again sounded very crazy. I informed him that I purchased the same exact item and was provided 4 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 transaction. This company is very unprofessional and their employees are not knowledgeable. I 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 all. PLEASE PLEASE PLEASE do not ever buy anything from them.

Review: I bought a voucher through [redacted] to redeem on the monogramhub.com website. I made an order but I had a few changes I wanted to make to the order. I have called multiple times over a 5 day period and when I do call, an automated system says to leave a message because all the representatives are busy at this time. When it is time to leave a message the system says the mailbox is full. I have also emailed the company on two occasions and also contacted them on their [redacted] page to receive some sort of response. I have received no response till this day.Desired Settlement: I would like to get a response from the company to know if I can change the specifications of my order without any other charges. Also I would like more communication to know when those changes will be made and updates frequently.

Business

Response:

Good afternoon !

We have received customer's mails. One of our customer service representatives is interacting with customer already and all changes requirements will be taken in consideration in order to make it right for her.

Regards,

Review: I purchased a [redacted] on 1/*/16. I used it to order a pendant, and paid the business a separate $6.99 fee. I received an email confirmation (order #[redacted]). I have received no other communication from the business.

I checked my order status on 1/**. It was noted as shipped. I received no shipping information. I looked again on 1/**, and it was then marked delayed and not shipped.

I used their contact form ([redacted]) to try and get info about my order. I contacted [redacted]. They have been unable to get information from the business.

I have requested [redacted] cancel my order and refund me my purchase. I am seeking a refund of my $6.99 shipping fee.Desired Settlement: Refund of $6.99

Business

Response:

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.

Review: I ordered three items from this company. First I ordered and paid for a voucher from

[redacted] for the items and then ordered and paid in full from [redacted].

These orders were placed on December ** and **, 2015. I have not received any of the items and the monies have been removed from my debit card account from which I paid. I have emailed the company twice with no response. I have also called the company and the message that I received was that the mailbox was full and not accepting messages. I am afraid I will not receive the two necklaces and one bracelet that I ordered and that there company has my money.

I would like the items I promptly paid for. The lack of service and acceptable communication with "customer service" is unacceptable.

I appreciate assistance in this matter.

Respectfully,

[redacted]Desired Settlement: I would like the items I paid for.

Business

Response:

We already reached out to this customer directly.All items shipped on the [redacted] Of January.All items are well on their way.If anything happens the customer can always reply to our last email sent a day ago.

I saw a necklace in an [redacted] catalog that had the saying "I love you to the moon and back" engraved on it. My five year old daughter and I say that to each other all the time; so I thought it'd be a nice Christmas gift. I decided not to order it because a co-worker saw a similar necklace on Groupon where I could purchase two, one for my daughter and one for me, for less than the one [redacted] was selling. She purchased the Groupon for me and ordered the two necklaces from Monogram Hub on 12/*/15. I assumed I'd have the necklaces in time for Christmas; however, as of today, 12/**/15, my order has not shipped. The necklaces are not being specially engraved, no birth stones are being added, (which was an option), etc. The order is simply for the two necklaces as is; so it's mind blowing that they haven't shipped yet. In addition, I was charged two shipping fees of $4.95 each, which makes no sense to me considering the necklaces were purchased together; one order was placed. Since my friend purchased the Groupon, the order confirmation was emailed to her. Earlier this week, she tried contacting Monogram Hub more than once to inquire about the status. She called, but they are not taking calls, and sent two emails. She has yet to receive a response. She forwarded the order confirmation to me so I can follow up with Monogram Hub. I tried calling the company, in hopes that I would be able to speak to a representative, with no luck. The recording states that they apologize for not being able to take the call and to email them at [redacted] or leave a voicemail. However, the member's voicemail is full so it's literally impossible to leave a message. Minutes after sending my email I received an automated reply stating, "Due to technical difficulties our yahoo powered support email: [redacted] will be terminated for an undetermined amount of time". The automated reply states to email them at [redacted]; so I forwarded my first email to their gmail account. I am so disappointed; as well as angry, that I will not receive the necklaces in time for Christmas. My plan was to wrap them separately, put them under the tree Christmas Eve, one addressed to my daughter, the other to me, from Santa. Monogram Hub should be ashamed of themselves! Not only do they not complete and ship orders in a timely manner, but they make it impossible for a customer to reach them. Hindsight being 20/20, I wish I ordered the necklace from [redacted].