Monogram Hub, Inc.

Review: I ordered three necklaces going to three different addresses which I can not recall what day in December 2014. However, I did receive a confirmation email that they shipped on 12/**/14. Two of the necklaces have arrived to their destinations. One has still not arrived. I have made two attempts with their "contact us" message system in the last two weeks with no reply. Today I attempted with the phone number ###-###-#### listed on the Revdex.com website. The number asks to leave a message. I would but it is full.Desired Settlement: Contact would be a start. Just deliver the order.

Business

Response:

After cross-referencing the customer Name, last name, phone number and email, we have found no records ofany communication attempts made by the customer. When we verify the customers email address, we are unable to locate any orders under her name. There are some orders in our system registered under this email, but none of them are registered to this customer name. If there is an issue related to this order we advise the customer to use our customer service channels to express their concern and we will happily provide all of the necessary assistance to ensure that the issue is taken care of. We have tried to contact the customer on the phone number registered on this claim; unfortunately thecustomer could not be reached.We will continue to try to reach this customer and find out what happened to that 3rd item , once isolate the problem we will do all that is necessary to ensure that the item get delivered.We have dedicated email support and phone support through voicemail. It is our interest to ensure that this customerreceives every item that she ordered.

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 . 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,

Business

Response:

We apologize that [redacted] felt that she needed tocontact her credit card company. At thispoint we feel that [redacted] 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.

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 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.

Review: I placed an order with this company on November **, 2015 with a request for a customized gold necklace. Due to the nature of the customization, I realized that the item would take a bit longer to produce and ship. I finally received confirmation that my item shipped on December **, 2015. I visited the website to check my order status and track my shipment. The number on the site was incorrect and the email that was sent did not have a tracking number included at all. I reached out to customer service after about 10 days had gone by from the day they said it shipped and I hadn't received my item. The customer service representative provided no help in solving the situation at all. He just recited information that I already had access to (my order number and shipping address) and then informed me this kind of item was shipped with no tracking number.

Since I have sent several emails to the customer service team and have received no response. I have reached out to the [redacted] and without a tracking number, there is nothing they can do to find the item. It his now January *, still no response from Monogram Hub. I attempted to call the number provided on the Revdex.com website (the only number I could find that is even associated with this company) and after listening to the answering machine tell me that email is the quickest method for response (which is clearly false, since I haven't gotten a response yet), it proceeded to tell me the mail box was full and could not accept any messages and hung up.

I have nobody to talk to regarding my issue. I have paid for an item I have not received and the company has been of zero help in resolving the issue. I might as well have flushed the money down the toilet. I am an incredibly flexible individual and understand that things happen, but when your company ducks and dodges questions and offers no help in solving the situation, then I become perturbed.

I am incredibly displeased with this company and their customer service. I absolutely would not order from them again.Desired Settlement: I, simply, would just like the necklace that I purchased.

Business

Response:

We are responding to our customer’s complaint.The customer placed an order; this order was shipped on December the [redacted]. We received an email from the customer on the [redacted]. By the time we had a chance to respond it was December [redacted] barely 6 days after the item shipped. The shipping method use to send out this item does not have a tracking number. This shipping method normally takes 5-10 business days it may take longer during the holidays.6 business days are not enough to determine that item was lost in the mail. Clearly something when wrong during shipping, since it is now January the [redacted] and the customer still has not received her item. May the customer rest assured that we will be assuming the loss of this item, we will remake it in an expedite fashion, we will also send the customer an additional gift as compensation for this terrible experience. A manager attempted to contact the customer today in an effort to reassure the customer of this resolution; unfortunately we had no luck in reaching [redacted].We will be sending this response to the customer via email as well.

Review: I ordered a monogram necklace through [redacted] as in connection with Monogram Hub in February 2014. When the order arrived I found the the quality of the monogram was not to my liking. It seemed to be made carelessly with out really considering what the letters of my initials were supposed to look like. In fact, I felt that something so personalized should probably have been given a proof first, since everyones necklace is different. That being said, I reached out to the company explained the situation, and that I was unhappy with my product. This was on March **. I was immediately responded to by a customer service rep [redacted], who said that I could have the necklace replaced and that a proof would be sent before they made the new necklace. I then never heard back from [redacted] again, I emailed once or twice a week with no response. I then called several times to find out that their voicemail system was full and no one would ever pick up. Finally, over a month later I got through and a new representative returned my call ([redacted]). [redacted] said she would fix this immediately. THis was April **. She sent a proof which I approved. She said they would make it and send it back, and that she wanted me to return the original necklace. I asked if I needed to return the necklace in order for them to send my new necklace and she said no. Honestly, at that point, I didn't feel comfortable sending back a necklace when the customer service was so horrible. I would be left with nothing at all. Needless to say, I haven't heard back from [redacted], haven't received a necklace, haven't received a call back after leaving a message on their answering service, have sent countless emails with absolutely no response since May *. I am so disappointed, I completely wanted the necklace only to be replaced to my satisfaction, now, I just want my money back.Desired Settlement: At this point, either an immediate replacement of the necklace or refund of my money. Thank you.

Business

Response:

We apologize for any confusion and wait time. We currently have the new item ready to ship to our customer. Our system indicates that we are waiting for the return of the original item in order for the shipping department to ship the new item back to our customer at not cost to her. One of our customer service representatives will be reaching out to our customer in order to email her a return label in the event that one hasn't already been emailed to her. We are also willing to facilitate a refund if that ends up being the final decision of our customer. Whatever our customer wishes at this point we are willing to work with her. Once again, we do apologize for any troubles that we have put our customer through.

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 finally received a replacement today. After much back and forth with the company and honestly the worst customer service i've ever encountered. And the new necklace was made exactly the same as the original that I was unhappy with. I even approved the proof and very specifically pointed out, what was different about the proof that made me approve it. The when the tail of the J crossed over the curve it look like an F. THe woman I was in contact with said ok and that they would re make it. It was done EXACTLY the same, they even made the tail worse this time. How can you send something after a proof was approved that they didn't follow. ]

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

Sincerely,

Business

Response:

I'm not sure how that happened being that she was provided a sample image prior to the creation of the item. I have added the sample image to this correspondence. If our customer agrees to have her monogram pendant made with this image. We will make sure that she gets it exactly how she wants it. We really apologize for this error.

Review: Placed two orders on December *. They charged my card and sent a confirmation of order. Have not received my order or any correspondence since. They do not answer emails, webpage messages, [redacted] posts or the phone. And their voicemail box is full.Desired Settlement: I want them to ship the products I ordered.

Business

Response:

We are responding to our customer’s complaint. The customer placed an order; this order was shipped on December [redacted]. The customer emailed 9 days ago. We responded to the customer on the [redacted] of January. The customer’s item is completed and it will ship out on Monday. Since the order was placed after the Christmas cutoff date, it is understandable that they will ship out around these dates. This issue is resolved and the customer will have their item sometime next week.

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:

The issue is not resolved until the product is in my hands. They have only replied to me regarding one order. I have placed two orders [redacted] and [redacted]. They have yet to respond about my second order.THe business is taking no responsibility for the lack of communication during the time of my inquiries.

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

Sincerely,

Business

Response:

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.

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.[redacted]

[redacted]Product was finally received. I didn't see how I could update my messages with that information.

Sincerely,

Review: I ordered 12/**/2016. After several inquiries with customer service about why my order was not shipped after 2-3 weeks as their policy states, I had to comtact [redacted]. When [redacted] contacted the company they shipped my product immediately. Finally, after waiting over 7 weeks to receive my 2 custom name bracelets I received it. Unfortunately the order was incorrect. The names were supposed to be Jennifer and Jen not Jennifer and Tati. I am seriously upset. This is not the way you do business.Desired Settlement: After all these issues I should be refunded what I paid every penny I paid to monogram hub and [redacted]. Plus my order needs to be fulfilled

Business

Response:

This customer is already being assisted by one of our customer service representative. The customer notified us of this issue on Friday, February the [redacted] at 11:00 PM eastern. Our regular business hours are Monday through Friday 8:00am to 5:00pm Eastern. The Revdex.com Forum is created for customers to voice their complaints when they are not being assisted. We already have a member of our staff looking into this situation and assisting the customer. If we indeed sent an item that does not belong, we will rectify immediately. We advise the customer to please respond to our emails .

Review: I purchaed two bracelets from this company and paid for the shipping of both items. I received an email stating that they did not receive my payment for shipping and to follow the link provided that I would be able to complete my tranaction. I proceeded to the link and paid for shipping again. Since that tranaction, I have been charged twice for shipping, both transaction did in fact process. Today, (1/**/2016), I got another email stating that the company had not yet received my shipment payment. I emailed the customer service agent again informing her not only did they receive for the first time but the second transction had been processed too. I'm unble to speak to a live person as the number that is listed at their website goes directly to a voicemail and redirects you to an email. This company takes 5 days or more for anyone to respond to an email.Desired Settlement: I would like a refund of one of the shipping charges and my order to be processed and delivered.

Business

Response:

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

Seems like I am having the same problem as many other people with this company. Order through Groupon at a specific price never could complete my order 4 weeks and when I did they wanted to charge me again. I ordered my items on November [redacted] 2015 and still I'm trying to either get those items or a refund. It is true that you can never get a hold of a person and at this point they have me mixed up with two other customers I am in Michigan they are in Nevada and Florida it is a mess!

Review: Ordered product on December *, 2014 and website "guaranteed" product would be delivered before Christmas. It is February *, 2015 and I still do not have the product. I have emailed the retailer three times with no response and have called the phone number which is "unable to take phone calls".Desired Settlement: Since this was a livingsocial deal I am out the money spent there but I did get charged $5.00 for an upgrade. I would like a refund on the $5.00 for a product I will never see.

Business

Response:

In all interest to respond to this customers issue. The customer placed the order using a coupon code from [redacted]. Among the selections made by the customer , she picked an option for 24k Gold over Sterling Silver which is not covered by the coupon code and adds an extra 5 dollars to the bill. The customer entered her CC information; however the information that she entered as a billing address was the same as the shipping address when we made an attempt to charge the customer, the CC Company raised a warning in which it was stated that the billing address on our record didn’t match theirs. On that note we still decided to build the item regardless and wait until we had time to contact the customer. We were in the middle of a holiday rush, and that alone in combination with a catastrophic technical issue that we experienced at the time ... increased our response time, backing up our entire team by several weeks. We would like to apologize to this customer for not being able to respond in time.I have shipped the item to my distribution center. Hopefully it will reach the customer by Valentine’s Day. As an additional compensation for this issue I will also provide the customer with a special coupon that will take 70% off any future purchases of any non sale item.

Review: Monogramhub Order# [redacted]

Placed an order for two Monogramed Necklesses one was to be silver with the monogram [redacted] and the other was to be gold with the monogram [redacted]. Received two necklesses both with the monogram [redacted] one in silver the other gold. Have emailed 5 times within the last two weeks and called countless times with no response.Desired Settlement: I would like to have the correct neckless that was order. Since the mistake was on your end Monogramhub should send a return lable for the incorrect neckless and expedite the correct neckless to the address on my order.

Just a word Monogramhub you should really consider having someone at your office who can answer the phone to handle customer complaints and lot times situation like this can be avoided if people compliants are heard.

Business

Response:

We apologize for this this experience. This repaired order has been shipped out to you already. The USPS tracking information has been added as an attachment as well. Apparently your order was held up in the USPS Anchorage facility. For future reference please email us at [redacted]. The [redacted] email does not go directly to our customer service representative. Thank you and thank you for all of your patience.

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:

Yes, I’m responding to complaint number above. This issue is not resolved at the current time but I was unable to reply off you web page. I did receive a second necklace, however, first it was shipped to Anchorage, AK and we live in Springdale, AR then once we finally received the necklace it was Silver instead of the Gold one that was order. It’s to the point of dealing with the company where it’s really not worth the time or effort.

Sincerely,

Business

Response:

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

Review: I bought a groupon for this company for an engraved necklace for my daughter and I. The first order of 4.95 went through fine but then they charged me AGAIN for the full price of the order when I never confirmed the payment. I never recieved an email confirmation for the order. I have called the phone number, to which you cant get a person. Only a recording saying to email them. I have emailed multple times a day for 3 days and have had no response or attempt to give me my money back. This is almost sheisty! No way to get a person. Charging me without my approval!Desired Settlement: I want the full amount of my second order back. Asap.

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: Only one of two items were delivered from an order placed on 12/**/2014.

Monogramhub.com has failed to delivery a handmade script monogram pendant that I paid $139.99 for. They did deliver the lesser valued necklace ($49.99) (Item Number: OWL-INF-BRS) according to the packing slip.

I'm certain this can be corrected, however, Monogram Hub has also failed to respond to any one of my communications.

I have used each of their publicized methods of communication:

1. Contact Us form on the website ([redacted])

2. [redacted] ([redacted])

3. Support email ([redacted])

4. Voicemail ###-###-####

With Christmas just right around the corner, time is running out to get this mater corrected accordingly.

My order number from the website is: [redacted]Desired Settlement: I would appreciate delivery of the item ordered before Christmas or a full refund for the $139.99 necklace.

I know we can come to a positive resolution.

Business

Response:

I response to the complaint issued by the customer : [redacted]It is clearly stated in our website , that our items are unique , handmade and customized items.It is clearly stated that every order may take from 2 to 3 weeks of manufacturing time before shipping. all customer must acknowledge and agree with this policy before an order is placed.This customer placed an order on December the [redacted] around [redacted]. Today is December the [redacted] 2014 , which means that we are not only withing our compromised time period , but also we are still before Christmas. [redacted] Order has a tracking number from [redacted]. He was informed when the item was shipped via email. If you check the tracking number you will see the confirmation from [redacted] , in which it states that a package was left at the front porch.We understand that these items where paid for , we understand that the holidays are around the corner , we also understand the customers frustration due to our delayed response , but Monogramhub.com has fulfilled its contractual obligations by manufacturing and delivering the customers requested item , in an efficient manner and above all consistent with our policies , procedures and turn around times.Any additional information regarding this shipment may be directed to the customer's local post office .The tracking number is in the customers email , therefore for all intents and purposes monogramhub.com considers this issue Resolved.

Consumer

Response:

Monogram Hub has delivered the item that I have purchased. For shoppers interested in doing business with this company, know that my experience was NOT good from the perspective that I had to make REPEATED attempts to contact the company, via the Contact Us form, [redacted] and Voicemail. It was not until I filed the complaint through Revdex.com, that I got an immediate response. If Monogram Hub can improve on their customer service -- that includes Communication, then I could eventually recommend them as a provider.

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: First time I order an "engraved" mens ring for my husband. After 3 weeks of no answers about when my shipment is coming in, due to a fake tracking #..I receive a ring with no engraving on it. Just a plain cheap ring. After writing multiple emails, calling their "customer service" # which is never working. I finally get a call after telling them I was going to write a Revdex.com review. It was remade and I just received it. Now it seems I've received an engraved ring... But IT HAS THE WRONG ENGRAVING ON IT!!!! I'm so fed up with this company. I can't believe I order December [redacted] and still have no engraved ring. It is not that difficult.Desired Settlement: I'd like either my money returned or a ring that I ordered with the correct engraving on it.

Business

Response:

This customer is being assisted through our customer support channels in a diligent manner.We do not understand why this complaint was filed , since we are clearly assisting this customer.We are currently awaiting response from the customer in an effort to conclude this matter immediately.

The Revdex.com rating of A- is misleading. I will NEVER do business with this company again. I bought a Groupon and ordered a monogram necklace from Monogram Hub. The quality was awful. It was illegible. It looked like a Celtic symbol instead of a monogram. I emailed Monogram Hub and after almost a week and a half, no response. I called them several times and could never get a person to answer. I finally left a message, because the voicemail promises they will respond to you within 24 hours. The voicemail also says if you want a faster response than 24 hours, you should send an email. Six days after leaving a voicemail and still no response. I finally contacted Groupon, since it was impossible to even get a response from Monogram Hub, and Groupon refunded my money. My thanks to Groupon for doing this. Monogram Hub's "customer service" is nonexistent. I would not recommend doing business with this company.

EXCELLENT customer service!

Review: I placed the order number [redacted] on December **, 2015. I have sent three e-mails since then, 1 was replied and the other has not. I bought the necklace as a Christmas gift and it was supposed to be delivered from 2-3 weeks after the order was placed. They don't replied, my order is still with not status present and I have not way to contact them.Desired Settlement: I want my customized necklace ASAP and the company to have the decency of replying.

Business

Response:

Our customer service team did indeed responded to this customers email. We re-assured the customer that her item will ship out soon. This order already shipped on the [redacted] . It should be arriving soon.

Review: I purchased a groupon for a necklace and I upgraded the chain to a thicker one . I received the necklace and when I took it out of the bag to put it on the chain broke near the initials. I immediately called 4 times and left a message and still no response. I then emailed them twice within a period of 2 weeks and STILL NO RETURN CALL OR EMAIL. I then found them on [redacted] and sent them a message AND STILL NO REPLY. This company has the worst customer service I have ever "not" had. If you are going to have a promotion offer you need to be able to handle customer complaints or concerns quickly and effectively.Desired Settlement: The company send me the necklace that I ordered with the thicker chain that I paid extra for immediately

Business

Response:

In response to the customer’s complaint regarding the order.It is unfortunate that we have to address this issue through this channel, especially when the issue was already resolved by our customer service team through our regular customer support channel on the ** of May.The customer had a coupon redemption issue and reported the problem on the [redacted] of March and we responded on the [redacted] of March (Keep in mind that our hours of operations are from Monday through Friday).The broken chain issue was reported on the [redacted] of May and we responded to the customer on the [redacted] (again we had to factor in the weekend and mother’s day rush.)Nevertheless we responded to the issue using our repair policies and procedures. The desired settlement expressed by the customer will be granted and all the details pertaining the exchange where explained and accepted. At this point we are simply waiting for the item to arrive so we can repair it and re-attach the upgrades that were previously selected by the customer.We will take into consideration the customers opinions and feedback and apply them to good use.

ordered a necklace over 1 month ago unable to get status on order customer service will not respond to emails unable to

actually contact anyone

I had bought a Groupon for their personalized wooden train. I placed the order on October [redacted] but did not receive it even by Nov [redacted]. I tried calling their customer service # from their website, no CS representative to answer the calls and the answering machine was full so could not leave the message. So I emailed them on the [redacted]. Somebody contacted me on [redacted] (after I had contacted groupon and asked for my groupon amount to be refunded). On email from [redacted], they said it is being shipped and will be shipped within 48-72 hours. I replied back to that email right away telling them the goods will not have any value for me after Nov [redacted] so refund me my shipping charges of $17.75 and Groupon of $5.00. But they replied back saying its already shipped. When I asked for tracking #, they said it was sent regular mail so did not have tracking # (ordered on Oct [redacted], they didn't send it the first time and when customer inquired on Nov [redacted], they shipped it on Nov [redacted] by regular mail!! Any other company would have mailed overnight delivery with tracking # as it was their fault that it had not been shipped yet) anyways, they said it was sent regular mail on Nov [redacted]. Today is Dec [redacted] and I still have not received it yet!! Even snail mail would have made it by now~!

Their customer service is horrible and intimidating!! They reply to your email in one liners, no apologies, no explanations! When I demanded to be contacted by a supervisor or manager, somebody called me continuous for 6 times within 6 minutes timeframe (when I was in a meeting) but did not bother calling back after that! I was intimidated by so many missed calls and rude voice mail that we are trying to contact you but no call back number! Also received the email from a customer service manager that just said "we are trying to contact you"!! I refuse to deal with them anymore as it only increases my stress level and even makes me feel bad for asking rightfully, what's my own!! I had horrible experience with this company!~ Never in my life had I seen such bad customer service! If they did not want to sell their products for cheaper prices in groupon, they should not have participated at all~!

Review: Purchase 3 identical monogram rings from them with specific engraving and stones. Received a 60% off coupon from them which brought my total to $167.99. Received the parcel in the mail on 2/**/14 (originally ordered on 1/**/14. Parcel only contained 1 ring and it was with the wrong order of the stones and engraving invisible to the eye and also in the wrong order, it was in a specific order to honor a friend who died recently of breast cancer. They refuse to answer there phones you can only leave a message, if they do contact you they just keep repeating your packing has a tracking # and should arrive soon; they ignore that I have emailed them at least 3 or 4 times, complained on their website, reported them to scam sites, living social...etc. They let you open a ticket only to close it with the package has a tracking # so the issue is closed. They appear to use paypal but the transaction is not in paypay history. They completely ignore everything I've sent or request even though I told them I'd report them to Revdex.com, Attorney General and take legal action. It is a continuous circle and I'm one of many who is going though this issue with them.Desired Settlement: Full refund $167.99. Thank you.

Business

Response:

Hello,