Monogram Hub, Inc.

Review: In Dec I ordered a chocker with two initials and a heart. I received the chocked but it only had one initial and the heart. I have sent emails to them and have phoned them but have gotten no response from them. When I call I am told that all respresentatives are busy helping other customers and the mail box is full so cannot leave a message. The order number is [redacted]. The PO number is [redacted],Desired Settlement: To receive what I ordered. another chocker with the initials * and * and the heart.

Business

Response:

The customer received the item that was ordered and some initials where missing. The customer emailed us expressing its concern. We have documented evidence that can prove that we in fact responded to this customer via email. The customer reported the issue 6 days ago and we issued a remake order on the customers behalf in which he will receive the missing initials for the original item. As a compensation for this issue we will issue a unique coupon number for this customer that will grant 70% off a future purchase. Monogramhub.com has diligently responded to the customers issue and has made an attempt in good faith to remedy this situation.

Review: I placed an order on December *, 2015. As of December **, 2015, I only received 2 out of the 10 items ordered. I contacted [redacted] support to inquire on the status of the remaining items in my order. I was told that they were under the holiday rush and that my order was in final production and that I would receive an update with a shipping tracking number soon. It was also troubling that they didn't seem to know which items I had already received as they had to ask.

Over the course of the weeks that followed after my initial contact with MonogramHub.com, I had several more email exchanges with MonogramHub.com where they told me again and again that my order was in production and they would send me the shipping tracking number once completed. The last email from them dated 1/**/2016 said that my order was still in final production, marked with high priority but I still have received no further updates on my order.

However, I have not yet received any shipping tracking information and of course the items ordered have not arrived. Next week will make 2 months since I've placed my order and still only have a partially fulfilled order (8 out of 10 items).

I have advised MonogramHub.com that if they are unable to fulfill my remaining order very soon I will be disputing the order with my credit card company.Desired Settlement: The remaining items in my order in a TIMELY manner. If they are unable to do so, I will be seeking a refund.

Business

Response:

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

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:

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,

Business

Response:

These orders shipped on the [redacted] of January. The customer requested a ''timely manner'' , not a specific date.For all intents and purposes the case is now closed. We will not be responding any further to this complaint.

Review: I purchased a voucher in the amount of thirty-five dollars from [redacted] which was supposed to cover the entire cost of a necklace I was purchasing as a gift for my mother. I followed the instructions as indicated to complete the transaction and I was charged an additional thirty dollars - for I don't know what. I have attempted to reach out the this organization by way of two emails and over the phone; however, they have yet to provide me with any kind of response.Desired Settlement: I want them to remove the additional thirty dollars they wrongfully charged me.

Business

Response:

In response to the customer’s complaint: The customer emailed 5 days ago. The customer service department works from Monday to Friday as stated in our website and auto-email replies. We responded to the customer 3 hours ago before we even noticed this Revdex.com complaint. The response was given to the customer under ticket number [redacted]. We advise the customer to please check the spam folder of his email address.The reason why the customer was charged the extra 30.00 dollars was due to the fact that he selected Priority mail Express shipping. This shipping method is an upgraded shipping method that has an extra cost and that is why the charge was issued.It is not [redacted]’s intention to overcharge any customer .This issue could have been easily resolved by simply changing the shipping method selected by the customer and then refunding the 30.00 dollars that where charged. This would have been done today if the customer would have provided enough time for the customer service department to respond to his email.The customer was already refunded through a 3rd complaint escalation channel issued by [redacted] here is the confirmation number: [redacted] The shipping method was returned to the standard shipping method.We advise the customer to please inspect the check out section in the cart before proceeding to payout in all online transactions to avoid these terrible experiences in the future.The cart check out summary is located on far right of the screen, next to the billing information.We hope that this explanation shares enough light on this issue and clarifies all details revolving this event.

Review: I ordered a necklace through a [redacted] deal and never received my product. I was told to allow 2-3 weeks for delivery of personalized jewelry. This was 5 weeks ago. Contacted Monogramhub.com through their customer service email and have not had my issue resolved. Horrible customer service! I can't even rate the product because I haven't received it! They need to be shut down and money refunded. I've contacted [redacted]'s customer service as well have and have not received a response back yet........2 days pending. SCAM SCAM SCAMDesired Settlement: I want my money back! I have completely given up on ever receiving my product and want a full refund from this SCAM!

Business

Response:

In response to the customers complaint. The item was ordered on December the [redacted] well pass our Christmas cutoff date. Due to some technical difficulties with our email systems we lost communication for a short period of time with our customers at the beginning of January, this delayed both our services and our response time. The customers item was built and shipped, we have also sent the customer a tracking number that proves that we did just that.The package is being held by the [redacted] facility in [redacted]. They have recently started moving packages again because of a terrible snow storm that affected the area.We are terribly sorry that the customer feels like the whole transaction is a scam, we hope the customer understands that sometimes situations can affect 3rd party services and delay deadlines.WE are prepared to compensate this customer for this set back if he chooses to continue to do business with us. All the customer needs to do is simply reply to the email that we have sent today and we will provide the necessary fulfillments to turn him into a satisfied customer.

Review: Reason: Order status

First Name: [redacted]

Last Name: [redacted]

Phone Number: [redacted]

Email Address: [redacted] Comments: My order from Nov ** still says pending, will it be sent out soon? Order numbers, [redacted] & [redacted] Above is one of my first couple requests for status. Ordered necklaces since nov 2014, where delivery was supposed to be 2 weeks, still awaiting, emailed several times no response.Desired Settlement: I would like the necklaces delivered and compensation for my stress, as it was Xmas gifts that never arrived.

Business

Response:

In response to the customer’s complaint:The order was indeed placed on November the [redacted]. The customer used a coupon code that was purchased from one of our deal sites. Amongst the customers selections there was one that was not covered by this coupon and it had to be charged separately. The customer entered her credit card information and which consisted of credit card number ,expiration date , CVV code and billing address. For security purposes all of this information must match the information that her bank has on record. The billing address that the customer entered did not match the billing address registered at the customer’s bank and for this reason we were never able to charge the customers card, the transaction declined until further noticed from the cc companies involved.This process takes time and the customer service department was in the middle of a holiday rush. The pieces where built and they were sent to our distribution center in NY. There they sit ready to be shipped pending confirmation of payment.To conclude this matter we will force charge the CC number entered by the customer (thus overwriting the security protocol) and we will release the items from our distribution center and they will be shipped to the customer. As a compensation for the customer stress we will issue and unique coupon that will provide her with 70% off her future purchase on any non-sale item from our site.The customer can now expect the items to arrive in 2-3 business days.

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:

[Your Answer Here]

I do not accept the resolution as they have lied about what happened. I had 2 coupons to cover both the necklaces I ordered, only the shipping was extra which was $5 each necklaces, as outline in the order I have attached. I have attempted to contact this company several time for an inquiry, I have only got one response to date and that was almost a month ago stating they were shipping it out the next week, which never happened. Every time I called the CSR line there was no answer and the voice mailbox was always full. The 70% off my next purchase means nothing to me as I will never deal with this company again. These were Xmas gifts that never came, even though their website states any orders before Dec * would make it for Xmas which it didn't.

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

Sincerely,

Business

Response:

The order was indeed placed on November the [redacted]. The customer used a coupon code that was purchased from one of our deal sites. -Cause:There was a balance that was pending to be covered, and we could not charge it.Credit card information consists of credit card number ,expiration date , CVV code and billing address. For security purposes all of this information must match theinformation that her bank has on record. The billing address that the customer entered did not match the billing address registered at the customer’s bank andfor this reason we were never able to charge the customers card, the transaction declined until further noticed from the cc companies involved.(The 5 dollars shipping to Canada is the customer selection not covered by the coupon)-Problem:Since we could not charge the customers card due to the mismatching information , our system Placed the order on Hold (Awaiting Payment). At this point [redacted] isnot at fault since the transaction is not completed due to miss information provided by the customer.-What we should have done:Contact the customer and notify of the pending payment. Reach the customers emails on time to resolve the issue. -Reason: We were in the middle of a holiday Rush, and our customer service response time had increased exponentially due to the large amount of special orders. At the same time we needed the CC companies involved to allow us to proceed with the charge and this process also takes time.-Conclusion:As a compensationfor the customer stress we offered an unique coupon that will provide the customer with 70% off her future purchase on ANY non-sale item from our site.Before , we had force charged the customer for the pending amounts and released the items for shipping.Now we have issued a credit for that charge and absorbed the cost of shipping.The customer can now expect the items to arrive in 2-3 business days.What needs to be understood here, is that both parties involved had areas of opportunity, still our main focus is to maintain customer satisfaction regardless of the issue.Which is why we believe that the value of the compensation that is being offered by Monogramhub.com, far exceeds the desired settlement requested by thecustomer.

Review: I placed an order online with Monogramhub.com on 11/**/15. I order 5 items, 1 monogrammed necklace and 4 additional non-monogrammed necklaces. The order cost $161.96 and I received and order number of [redacted] When I look up the order, it claims it shipped. I received the monogrammed necklace around 11/** time frame, but it was the only item in the package. I contacted Monogramhub.com via email on 11/** at 8:32pm asking about the rest of my order. I received an email back on 12/*/15 saying they "apologize for the delay, according to our shipping department your order has been shipped via [redacted] first class mail on 11/**, please allow time for you to receive the package." From Iosa D[redacted], Customer Service Representative, Monogramhub.com. To date, I have not received anything else. I sent an email on 12/*, waiting a patient 7 days for delivery, asking where my package was at and if I could please have the tracking number to search it's location myself. I received no response. I sent another email on 10/**, again asking where my package was at, with no response. I sent my most recent email on 12/**, pleading for them to resend send the remainder of my order because these items are Christmas gifts for family, which I need to mail to out of town family members. I still have heard nothing else back.

I have tried to call the number from the website, which is a voicemail at ###-###-####, and the voice mailbox has been filled for weeks. They ask us to email them and they claim to get back within 48 hours, which they have not done in my case.

My credit was charged the full amount of $161.96 on 11/**/15 and I would like to receive the merchandise I paid for, in full, almost a month ago.

Please help me get the merchandise I ordered!

I am very dissatisfied with how I have been handled and I just want the necklaces I ordered, so I can give them as gifts. At the very least, I expect an explanation for why I have not yet received them.

Thank you in advance for any help you can provide to me!

[redacted]Desired Settlement: I would like to receive the 4 necklaces I order, as soon as possible, because they are gifts for Christmas for family members. I want these items, and I am very disappointed I have to go to all this trouble to get them when I ordered them on 11/**/15.

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.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,

Review: I had placed an order with Monogramhub in Sept. 2015. They said they were going to ship the merchandise in 2-3 weeks and did not hear from them. There is no phone number. No response to e-mail correspondence. Finally, I connected with the company through e-mail and cancelled my order. They still have not refunded my money. They owe me $14.97. I spoke with Rolfis the manager and he assured me that the check would be received last week. I have tried to contact them again with no answer.Desired Settlement: I did not receive and do not want the merchandise. My order was verified to be cancelled. I would like a refund amount of $14.97 sent to me by check in the mail.

Business

Response:

In response to the customers complaint. The customer

indeed placed and order and after contacting us the customer requested a

refund.A check was sent

to the customer in the month of November. The number was [redacted] , this check was cashed on

the [redacted] of November. Customer service manager contacted this

customer to re-assure her that it is [redacted]’s intention to refund the

amounts charged for this order and we did.All control

numbers and delivery evidence are available but will not be shared through

these public channels.We have

several payment lanes available that can be used to refund any customer. We did

notify the customer that check refunds take more time and we urged for

alternative methods such as [redacted] the customer failed to provide these

alternatives. We would like for this communication to serve as public

confirmation that [redacted] has made attempts to refund this customer with

success.For all

intents and purposes [redacted] will no longer respond to this claim and

considers this matter resolved.

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 in mid December. They weren't received for almost six weeks. When I did receive them one of the products was WRONG. I tried to call - no answer. I emailed THREE times before I got a reply. I was told they needed proof the item was incorrect. I sent a picture. It was over a week before I got a reply. I was told they would re-do the item. The item was to be a Christmas gift so there was no need. I asked for a refund. Another week plus to respond. At that time I was told there were no refunds. I replied that I did not receive what I ordered. That was a week ago. As of today, I have NOT received anything. No reponse, no refund, no correct necklace.Desired Settlement: I would like a refund for the item I order but DID NOT receive.

Business

Response:

In response to this customer complaint . The customer has placed several orders. We are interacting with this customer through our customer service portal and we are currently offering multiple options to alleviate this situation and reaching a definitive conclusion. At the moment we are waiting for the customer to respond to our offer and beyond this point this issue will be resolved. We would like to clarify that this channel is designed as an alternative way for customer that are not being assisted or that are being ignored by the merchant. We are interacting with this customer at this very moment.For all intents and purposes we consider this issue resolved pending a response from this customer. All communications will be terminated through this channel since this issue is currently being address through our customer support email service.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], however there statement is misleading. I only heard back from them yesterday, February **, 2015. This was ten (10) days after my last email reply to them. Yesterday I was told I had one option, they would NOT offer me a refund and I could continue to wait for them to remake my order. Today, February **, I received an email stating that I NOW had an option - a refund or the necklace. After thinking about their service, I decided that remaking the necklace would be the best option, as I have NO FAITH that a check from them would ever actually reach me and would probably not clear the bank. To that end, I find that this resolution is satisfactory to me. I will not feel the matter has been resolved until I'm actually in possession of the necklace as it was ordered, over two months ago. Sincerely,

Review: I have repeatedly tried to use my [redacted] voucher with Monogram Hub. At first the site did not have the gold option so I sent them an email about that. They never replied, but the next time I tried to use the voucher, it was available. From then on when I tried to check out the whole site froze up and nothing would work. I have tried again and sent them more emails, which they have not replied to again. This time I can get all the way to the end and it says my voucher has expired. It will expire in three days if I continue to have these issues. I have two of these vouchers and neither one works. The company never responds to my emails.Desired Settlement: I would like them to honor my voucher even if it is beyond the date since it is their fault I have not used it.

Business

Response:

In regards to the issue described by the customer , we would like to disclose the Following :This customer is experiencing technical support related issues , either with the browser or computer that she is currently using , for this reason she has not managed to place her order just yet. This customer purchased a coupon code from one of our deal site's . This code will ultimately allow her to place an order in our site. This issue requires intervention from either one of our representatives or one of the representatives from the deal site , unfortunately as we clearly mention on our site , we have an large amount of special request and our customer service department response time is has increased. From what we can gather after a brief analysis of he problem we find no reason why this issue should be addressed though this channel , since this person is not our customer yet , there are no orders placed on our site under this persons name.In full interest to assist this person we have interacted with the deal site on the customers behalf and we have managed to successfully extend the coupon codes expiration date , thus allowing the customer to have more time to ultimately use it. We strongly recommend to this customer to try and place this order from a different computer or a different browser to achieve different results.For future references you may also contact the deal site that sold you the coupon , since they communicate with us through a separate channel and can ultimately extend the coupon codes expiration date as well.regards,

Consumer

Response:

Miraculously my coupon code is now allowed on the website. I have tried for weeks, to no avail. thank you for this resolution.

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: On November **, 2014 I purchased 2 sterling silver 18 inch necklaces that had a vertical mini name plate ( the first one had the name " [redacted]" to be the nameplate and the cost was 99.00 and the second one had 3 nameplates " [redacted], [redacted], [redacted]) which cost 129.00. I paid for both upon ordering via my [redacted] account. The funds have already been deducted from my bank account. I received confiirmation of the order listing both necklaces with it stating they would arrive within 2-3 weeks. On December **, 2014, I received a second e-mail from [redacted] that the item had been shipped and only listed quantity of 1. Upon receiving this e-mail, I immediately, e-mailed them back at the [redacted] that I was concerned that my e-mail stated quantity of 1 necklace was shipped and referred them to my order stating I ordered and paid for 2 necklaces. I never received a response from that e-mail. Yesterday evening, I received a package from them and of course I only received 1 necklace ( the one with 3 nameplates on it). I again e-mailed the customer service that I only received one and in fact, went on their website and sent another e-mail to them asking when I coul expect delivery of my second necklace with the nameplate of " [redacted]". I searched the web and found a phone number listed on [redacted] and called the number last night and again today. When you call the number listed ( ###-###-####) you get a recording that said someone would return my call within 24 hours. The 24 hours if now up and no return call. I am extremely upset as this is the only Christmas present I got for my daughter who has a new baby and I don't have another 100.00 to go and buy another gift.Desired Settlement: I want the business to deliver my order immediately before Christmas Eve and if that is not possible, I want them to credit the money back into my bank account immediately so I can purchase another gift for my daughter before Christmas Eve. I believe this company needs to have someone return e-mails and phone calls within the 24 hour period they say they will also. This is just poor customer service!

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 purchased an item on [redacted] for a necklace. [redacted] gave me a code to use on [redacted]. First the code was invalid then after several emails they sent me to a site page to order item in question. I paid the additional funds for shipping the item. No item or necklace was ever shipped although the funds were withdrawn from my bank account. After several more emails they keep telling my order is on hold for shipping payment. I emailed them the reciept of payment and they keep telling me I haven't paid. I have proof from my bank account. I am fed up and these folks need to find another line of work. They are only good a ripping off the public.Desired Settlement: Refund my funds.

Business

Response:

Our apologies .The item is actually on its way out. There was a miss communication but everything is taken care of .

Review: My daughter purchased a necklace from monogramhub and the chain broke after I wore it twice. I contacted the company and they want me to pay $10.00 for a repair, as well as $15.00 for a new chain. I don't feel like I should pay anything. The quality of the merchandise is really bad. They shouldn't be allowed to sell these items that will not last.Desired Settlement: I want a replacement necklace and I do not want to pay for it.

Business

Response:

In response to the customer’s complaint:The customer placed an order in December the [redacted]. The chain broke and the customer emailed us on July [redacted] requesting a free repair. We informed the customer that the item was no longer under warranty and that there was a 15 dollar repair fee that needed to be covered in order for us to fix the chain for her. We also informed her that there was an extra 10 dollar charge for the new 18’’ silver chain but we would waive this charge as a courtesy.The customer refused our offer and escalated.The customer’s item is 5 months out of warranty. The cost for repair is 25.00 and we offered 10 dollars discount thus making the total charge 15.00 dollars. A free repair will not be considered, our original offer still stands.

Ordered from this company 6 weeks ago from a [redacted] offer. Sadly I did not read the reviews above prior to ordering. I have no received the products I ordered and cannot get a hold of the company for a response.... I am currently working with [redacted] to get my money back. Would not recommend this company to anyone unless you want to waste your time and money!! I wish they would get shut down for stealing and scamming customers!!!

Review: I ordered a necklace for my daughter for Christmas on September **, 2014. It's currently February **, 2015 and I still have not received my necklace! I contacted Customer Service a few weeks before Christmas. They did respond after a few days saying that I would receive a tracking number. It's been 2 months since that time and no tracking number and no necklace.Desired Settlement: I would still like the necklace, but due to the fact that they ruined my daughter's christmas gift, I would also like a full refund. 5 months to fulfill a STOCK purchase is ridiculous.

Business

Response:

In response to the customers complaint.We received an email from the customer yesterday bringing this oversight to our attention . We are glad to report that we have already rectified the situation by issuing a remake order. The customers package was lost at the distribution center. This combined with a holly day rush , and the fact that we had to change our email address , caused the customers email to not being received.since the customer emailed yesterday so we responded immediately.In terms of the desired settlement have issued and order to rebuild and resend the item , we will also provide the customer with a special coupon that will take away 80% any future purchase , plus an extra necklace with a different style. We believe this compensation is more than enough , thus we will disregard the desired settlement proposed by the customer.The customer used a coupon code from a deal site , this means we didn't receive any funds from , there is nothing for us to refund. We will provide the coupon and the item , to ease the customers terrible experience.

So it appears that this business is run out of their home. I ordered a necklace with a charm that had some engraving. When I ordered it the groupon did not go on the account. I immediately tried to contact them. It's been more then a week and I have emailed them several, several times with no respons. I located them in the Revdex.com and located a number for them. Called several, sveral times and agin no response!!!!!! They have no contact number in the website. They even have a Facebook page they don't respond to art all either. I contacted groupon and they are also unable to get a hold of them. I have already contacted by credit card company. Just be ware!!!!

Review: I placed 2 orders on 12/**/14 for 2 sterling silver monogram necklaces. Delivery timeframe was for 2-3 weeks, as of today , 1/**/15 I haven't received any. I have made 3 attempts in contacting the company via their website, there is no address or phone # provided, and have not received any response, nor can I get an update on the status of my orders.Desired Settlement: I would prefer my money back credited to my credit card used at time of purchase through [redacted].

Business

Response:

We apologize that is [redacted] was not satisfied with the delivery time of her orders. On further review we found the following, we were not able to find anyemails from [redacted] in our system and that both of the orders were shippedon 1-**-2015 and [redacted] was notified by automatic email of trackinginformation. When an order is placed we asked for two to three weeks for the order to be shipped,it is put on every order and confirmation email. That is the equivalent of fifteen business days. These orders shipped in seventeen business days or two days late. That isnot how we want to ship but we do not feel it warrants giving the customer afull refund. Also since the customer never bought anything from us she boughttwo discount vouchers from our vendor partner there is no refund due fromMonogramhub.com. We recognize that we shipped two days late and want to do what is fair to make all of our customershappy. We will be more than happy to give [redacted] 70% off her nextorder.

Review: I purchased a necklace on 12/ **/14 and have inquired about the status of the necklace 2 times with no response back. This was a gift and although it was not going to be shipped in time I'd like to know the status. I'm concerned I have bought am item that was a scamDesired Settlement: Status of necklace

Business

Response:

We apologize that [redacted] has not heard had communication from us. Upon further review we found no request from her about her order and that she was notified on January **, 2015 by automatic email that her order hasshipped and will deliver on January **, 2015. We would like [redacted] to email us at [redacted] if shehas any other issue! We thank her for her order!

Review: I purchased a coupon code from groupon for a necklace, and went onto monogramhub.com to use my code and order my necklace. I used the link and went straight through to the checkout, not even looking at any of their other products. The website seemed to be having errors and didn't show any other products during checkout. I entered my debit card info for shipping rates. Afterwards, I received an email stating that I had ordered two monogrammed bracelets, as well as an additional necklace that I did not choose to purchase, resulting in over $120 of charges. Immediately following this email I attempted to contact the company in numerous attempts to resolve this issue, even attempting to contact someone through their business [redacted] site, as well as three entries on their website for them to contact me. I've emailed them, as well. I would like these items that I did not order to be refunded. I did not choose initials to be monogrammed on the bracelets, thus making them useless.

Thank you.Desired Settlement: I would like to be contacted regarding my order and refunded the price of the the items that I did not order.

Business

Response:

In regards to the complaint filed by [redacted] :We would like to apologize for our delayed response. Due to a large amount ofspecial orders and emails generated by 2014's holiday rush , manycustomers didn't have the opportunity to be answered on time , we would likefor the customer to know that we are taking all of the necessary steps toensure that everyone gets updated regarding the status of their orders.We would like to inform you that we have credited the account with the full amount ofthe excess charge and you may also keep the extra items that you ordered byaccident.Once again,we apologize for any inconveniences and our delayed response time.Regards,

Review: I purchased a promotional coupon on [redacted] for a mini initial bangle bracelet. The bracelet was adorable online, so much so that my brother in law purchased one for my sister for Christmas since she loved mine. After wearing the bracelet for a couple of weeks, the finish on the letters is wearing away, exposing a discoloration. I emailed the company a couple of weeks ago with the promise on their website to respond shortly. It is now weeks later and I had to search the Revdex.com website to obtain a phone number. When I called the number, the voice mail picked up immediately and I had to leave another message. I am dissatisfied with the quality of this bracelet and would like a refund.Desired Settlement: I would like a full refund for my voucher price and the additional money paid for the bracelet.

Business

Response:

Monogramhub.com wants all of its customers to be 100%satisfied. We have researched [redacted]scase and we found the following. We have no communication on record from [redacted]s withher name, email address or phone number we have on file. We would also like to point out that in researchingher order [redacted] paid Monogramhub.com no extra money for her bracelet. Sheredeemed a discount voucher she purchased through [redacted]. After thisredemption the invoice amount due was $0.00. Since she paid us no extra money she is notdue a refund from Monogramhub.com We do want all of our customers to be happy with theiritems. In accordance with our usual procedures we will open a case and lookinto [redacted]s claims if she will send us photos of the issues she has withthe items.

Business

Response:

In response to the customer's complaint.The only communication we have from this customer was 3 months ago. In which she asked us about an order status. Beyond this point we have received no further communications regarding the customer’s order or any other order for that matter. We feel the need to remind the customer that if you want to establish a connection with our customer service team, you need to go through our contact us section at our website. [redacted] . The customer was simply replying to the same email address that she used the last time. our new email is [redacted]The customer was emailing a no longer existing email address. In reference to this issue, the customer needs to follow proper procedure and email pictures of the items current state through our customer service portal. One of our agents will proceed and provide the necessary assistanceWe cannot proceed with the desired settlement until we have pictures of the items current state.Please email us at ‘‘[redacted]’’ and we will be more than happy to assist you.

Review: I built a necklace and put it into my cart, and then close the website when I went back to the website to order again to use a [redacted] code, I was unable to see what was in my shopping cart. The item that I had initially put in before I close the website was still there, but I was unable to see it because of their poor website. I proceeded through the checkout, but its charged me for two necklaces, applying my [redacted] for charging me full price for another necklace. I contacted the company immediately once I receive the email showing that I made a purchase for two items, but they have not responded I have now attempted 6 times to contact them via their customer complaint form, emails, as well as phone. I have received no response. I also have not received a refund for the item I canceled.Desired Settlement: please apply my [redacted] code, charging me for only the additional charges for the larger necklace. Refund the rest of my money to my [redacted] account, totaling $109.00.

Business

Response:

Monogramhub.com would like to apologize for not being able to respond in a timely manner to this customer’s complaint. In late December and early January we encountered an issue with our email system that in combination with a holiday rush it caused a substantial increase in our response time. We would like to inform to this customer that we have fulfilled her desired settlement and refunded the amounts charged for the total of 109.99.We have already sent the 2nd item. The customer may feel free to keep that item as well.