Monogram Hub, Inc.

Review: I placed an order online for a necklace on December [redacted] and I was aware that due to the holidays that it would take longer. Their website said it would take 3 weeks so I figured I would have the item in time for a birthday gift in January. As of today, January [redacted], I have not received the item. However, MonogramHub gladly charged my account for $50 on December [redacted]. This business should change their process and charge customers once their items ship. I have reached out to them via email 5 times from the "contact us" link on their website, which states I should hear back in 24 hours, I have yet to get a response. I have also tried calling and the voicemail has been full the past 2 weeks. I want a refund!! I have never had to deal with this kind of poor customer service ever!!Desired Settlement: It's been 4 weeks since I've placed my order and with no response from the company regarding shipping status I want a refund of $49.99.

Business

Response:

We want to resolve this issue for [redacted] We apologize for any frustration that [redacted]

[redacted] may be experiencing. A search of your system found no emails with the email address [redacted] We have located her order and on January **, 2015 an automatic tracking email was sent to the email address on the order. Belowwe have placed the tracking link for the order. It is due to deliver January **, 2015. [redacted] states in the email she knew thiswould take longer than usual due to the holiday. We apologize this was sent one week past our usual three week shipping date. At [redacted], we take pride in ensuring our customer’s satisfaction. Unfortunately, we did not meet your—or our own—expectations. Because oversight,we are going to provide [redacted] with and exclusive coupon code that will give 70% any future purchase. Pleasejust send me the style number and I will send you the coupon. [redacted]

Review: Good evening

several weeks ago I bought a [redacted] for a monogrammed silver plated bracelet with MonogramHub.com. from the time of purchase I attempted to place the order but only got through on November [redacted] 2015. on that day an alert flashed on the site informing me that items purchashed by [redacted] November would be delivered by Christmas. I was not concerned because it was [redacted] November...four days before the stated cut off date. after I purchased the bracelet the shipping details available informed me that the item would be delivered between 2 to three weeks. At the end of the two weeks I had not received even an order status email so I went to the site and it kept saying pending shipment. for a few days I would check the status and I kept receiving the pending shipment status. I then tried to call customer service but was unable to leave a message with the message line it rang to. I tried submitting an inquiry through the contact us page on their site. eventually I coped the email address into a compose page in my email. I got an automated response saying this email was not valid and I should put forth my complaints to another email. I did so and received a response the same day I believe. I was informed the product was in the last stage of production and I was reminded that delivery would be between 2 to three weeks of purchase. I thanked the person but informed them three weeks was approaching and I would be travelling by the end of this week ([redacted] December) for a month long vacation and wanted to confirm I would receive it before I left. I then got an email informing me that I would not get the bracelet before Christmas. to this I got an email informing me that the item is customized and takes a little longer to complete. I informed them of the previous email in which they said it was in the last stages and would be delivered three weeks after purchase. they then replied stating that for my item the cut off date was [redacted] November and since I purchased after the cutoff date it would not be delivered by Christmas. I asked them to send me the page where it said anything about the cutoff date being [redacted] November. I told them the only information it had about shipping was to say it would take two to three weeks after purchase for deliver and to say that items bought after [redacted] November would not be delivered by Christmas. I informed them that they were not upholding their end of the bargain and if they could not deliver by the end of the third week I wanted a refund of the money I paid. the only response I have received to this is that they will try their best but cant guarantee anything.Desired Settlement: I would like my item delivered by Friday evening. however if that cant be achieved I would like a refund or to be able to purchase item again in January when I return from vacation. as it stands if they deliver after Christmas no one will be there to collect it and the post office only holds mail for 2 weeks. I will be gone until the [redacted] of January. thank you very much for your aid.

Business

Response:

We have contacted this customer over the phone and reached out to an agreement.

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,

[redacted] PS. I spoke with a manager and he informed me they would expedite it on Monday. I was satisfied with this idea but if I don't receive a confirmation of shipment today then nothing was resolved.

Review: I ordered a necklace back on December [redacted]. I have called several times and left messages as well as sent emails to find out the status of delivery. This item was purchased as a gift and I was told delivery would be within 2-3 weeks times. There has been no update of information on their website and we are at 3 weeks. I am appalled that a business would not return a phone call or an email, especially when I have left several messages. Sounds like fraud to me.Desired Settlement: I would like the item shipped to me by Friday the latest, otherwise it is of no value to me. I will need to purchase a new gift from somewhere else.

Business

Response:

In regards to the complaint filed by [redacted]:MonogramHub.com would like to apologize for our delayed response. Due to a large amount of special orders and emails generated by 2014's holiday rush , many customers didn't have the opportunity to be answered on time , we would like for the customer to know that we are taking all of the necessary steps to ensure that everyone gets updated regarding the status of their orders.I’d like to inform you that an order takes from two to three weeks to be shipped from the date the order is placed. Based on our records this order was placed on 12-**-2014, the official cut-off date for customers who used coupons for specific items, from specific deal sites was on December [redacted]. (This information was posted publicly in our website).This means that this order was not sent into production until all Christmas orders where finished. The Queue of orders was extremely high and your order was not amongst the orders that where sent into production due to the fact that it was placed after the announced cut of date.We have located your order in your production floor and we have issued an expedite order In your behalf. Unfortunately we won’t be able to guarantee delivery by Friday the [redacted] of January (Since the expedite order was issued at this very moment , there is a small possibility that it may reach the customer by then , however we will be pretty close to the customers deadline). As a compensation for our delayed response MonogramHub.com will provide this customer with a unique coupon code that will take 70% off any future purchase for any non-sale item.

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 received the necklace late, but did receive it. However, I think they rushed through the order and sent the wrong item and it was defective. I did not want to show up without a gift to the party and gave the item to the recipient. I am very disappointed in the quality. Desired Settlement - Replacement. I should receive the correct item without any damages.

[redacted]

Business

Response:

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

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: On November [redacted], I ordered a monogram bracelet and necklace in two separate orders from MonogramHub after purchasing vouchers through [redacted]. I received confirmation emails for both orders but nothing about shipping. I checked the status of my orders daily and at first, both were set to ship a few days ago. Then when that day came and went, the status changed to "order delayed". After emailing the company, sending [redacted] messages and calling the 1800 number and getting no responses, I finally received an email yesterday from Manny S[redacted], a customer service rep, who stated that he could confirm that both of my orders would ship on December [redacted], 2015 and I would receive the items shortly. The same afternoon the same rep sent another email stating that I would not receive my items before Christmas, which is the entire reason I ordered these items! At this point, I highly doubt the items will even ship as I do not trust a word this company says. It is clear that they lack professionalism as I am just one of many customers with these issues. I am beyond frustrated with this process and after reading many reviews from people who had similar situations with no resolutions, I feel that I have been scammed! These are gifts and I'm disappointed that things fell through this way. I want my items...quality items that I paid for! I am willing to take this as far as I need to in order to get a resolution! Order numbers are [redacted] and [redacted].Desired Settlement: I want my items in time for Christmas!!! Overnight them, do whatever needs to be done. And they need to be the quality items that I paid for. I've read far too many reviews about the items being wrong even after they are FINALLY delivered. This is unacceptable!

Business

Response:

We contacted the customer over the phone and re-assured her that her items will be shipped before Christmas.

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 been contacted by the company regarding reaching a resolution for this issue. I was told by a customer service manager, Mr R[redacted], that my items would be shipped between today and tomorrow and should be delivered in time for Christmas. However, I will not feel this issue is resolved until my items are received and meet my expectations.

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

Sincerely,

Business

Response:

As promised. We shipped on the [redacted] from NY. The items are on their way.

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 received only one tracking number for one order yesterday. I will not feel this matter is resolved until I receive both of my items and I can evaluate them to determine if they were made to my specifications. At that time, I will update to say this matter has been resolved.

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

Sincerely,

DON'T shop here. I never received my order. The tracking number on the order was invalid. They have a phone number but don't return calls and there is no response to emails which is the suggested form of contact.

I ordered a necklace on 12/**/14 realizing I wouldn't receive it until after Christmas (which I was fine with). After Christmas I sent another e-mail asking when I should expect to see it around and get an update. Was not notified then the order was CANCELLED!!! What kinda

Review: I purchased cuff links in Novemeber 2014, the cuff links I ordered were Block Initial Monogram Cuff Links with the letter "T" when I received the cuff links they looked nothing like what was pictured on the website, they looked like mushrooms. I emailed the company requesting a new pair, sent pictures of what I received versus the picture on their website. They agreed to remake the cuff links and ship them to me. I received the second pair and they look exactly like the first pair, mushrooms! I have been trying to get in contact with them again to get a refund and nobody responds to emails or calls me as I requested. I just want my money back. This has been going on for months.Desired Settlement: The amount I paid credited back to my Visa

Business

Response:

In response to the customers complaint. The customer reported this issue; we followed our procedure and asked for a picture. We saw that the stile was different and that it was indeed a different picture on our website. We told the customer she could keep the original item and that we will remake the item. That is when the customer reported that the issue persisted and the same incorrect item was made again. After a careful inspection we detected and internal issue with the stile number for the item, it was projecting a different art or ''font'' for the letters. We told the customer we would amend the issue and make sure it is done correctly and we did. The item is ready to ship out today.As a customer service team, on this particular issue we have no problem accepting that we made the item twice and twice we made it wrong. But again this happened as a result of internal stile number issue. We cannot provide a refund for this order, due to the fact that the customer used a coupon code purchased from a deal site. Nonetheless we would like to confirm to the customer that the cuff links are now properly produced and they will be sent to the customer. Also, we would like to provide this customer with a special coupon code that will provide 80% off of any non-sale item from our site. Again we would like to extend our apologies to this customer, this is why we have a customer service team, to spot these errors and do everything necessary to fix them.If this proposed settlement is acceptable to the customer, please confirm and we will send the coupon code via email.

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. If they would have stayed in contact with me, I would have been happy. As of today, they still have not responded to my emails or calls. I will see what happens with my third order.

Sincerely,

Review: I ordered the monogram bracelet from groupon and placed my order with monogramhub.com over a month ago and they have yet to respond to my emails. I also called the number and no answer and the voicemail was full so I could not leave a message. I would like an ETA on when my bracelet will be delivered, or a full refund.Desired Settlement: The bracelet I ordered delivered

Business

Response:

We have already reached out to this customer directly.We have expedited her order and we have also issued another order containing a compensation gift for this terrible set back.

Review: I placed 2 orders on [redacted]. Order #'s [redacted] and [redacted]. When I placed the order, it stated a 2-3 week timeframe for orders. I emailed the company a couple times and finally received a response on [redacted]. They stated they were placing a high priority on my orders. As of today, [redacted], the orders still are not processedDesired Settlement: I would like either a refund or my orders right away.

Business

Response:

This customer placed her order in 12-**-2015.Both orders are being produced. Although it is true that we have a turnaround time of 2-3 weeks, the customer failed to read the Christmas cut off disclaimer. All orders placed after November the [redacted] will initiate production after Christmas day. We have this message posted on the deal site and on our website for everyone to see. The customer may rest assured that her items will ship out soon.

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:

When the order was placed, there was absolutely NO reference to orders after November [redacted] not being processed until after Christmas. It wasn't until I sent a few emails that I finally got a response that they were running behind. It clearly states 2-3 weeks during the checkout process. It's now been 4 weeks and still the order hasn't shipped even though I was told my orders were on "high priority". The company has my money, I would like the items. Will never deal with this company again and will also let others know of this experience.

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

Sincerely,

Business

Response:

After reading the customers response we identify a need to repeat what we wrote on our last response:The customer failed to read the Christmas cut off date disclaimer. All orders placed after November the [redacted] will initiate production after Christmas day. We have had this message posted on the deal site and on our website for everyone to see. The customer may rest assured that her items will ship out soon.We have expedited these orders and they should be out sometime this week.The customer is asking for the orders to be sent, and they will be sent soon.

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 business keeps staring that I failed to read their cutoff timeframe and this is not accurate. At the time I placed my order there was no message about Christmas cutoff. As of today, 1/4, the item has still not been processed. Not at all happy that they give a timeframe of 2-3 weeks for shipping and a month later they are blaming the customer instead of getting the order out. Repeating the same information on every reply to the complaint isn't resolving anything. This business is not very customer friendly

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

Sincerely,

Review: I purchased 3 groupons from the business, Monogrammed Hub, a week ago. I have tried going to their website to redeem but the product cannot be found. It was a huge savings. A $44 necklace on sale for $7 each. I have tried emailing the company and I have tried calling. When you call the business the operator states they are unable to take calls at the moment. I would like my money refunded or a credit to use what I have already paid for on something else.Desired Settlement: I would like my money refunded

If no refund, I would like a call from the company letting me know if I can use the money I have already given the company as credit towards something else.

Business

Response:

In response to the customers complaint. This

customer is not in business with us. Please contact the deal site that sold you

the promo code and request for a refund. They will proceed and re-inverse you . The item that the customer is trying to

order is available and it is working perfectly fine.The customer may be experiencing technical support related issues on her web browser.Please

contact the deal site that you used to buy that code and have them refund you.

Review: I placed an order on January **, 2016. I have yet to receive my product or receive any updates regarding my product's status. I reached out, via email, to the customer service department and have not received a return email.Desired Settlement: I would either like my product delivered or a refund.

Business

Response:

Responding to the customer’s complaint.We responded to the customer 4 days ago. Now the customer’s order shipped on the [redacted].WE advise to the customer to please allow more time for the item to reach its destination.Please verify your email before reporting through this channel.The Revdex.com module is designed for customers that are not being assisted by their merchants .

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 placed an internet order with Monogramhub on November **, 2014 and $56 was taken out of my account on that day. I never received my item and I have sent them 3 emails from their website re: this matter. No one has responded to my emails. I am not able to find my order on their website at all.

Type:Debit cardPurchaser:[redacted] Description:[redacted] MONOGRAM HUB ###-###-#### ** Merchant category:Women's Accessory and Specialty Stores

Merchant category code:[redacted] I would either like a refund or my order. Thank youDesired Settlement: refund via credit card or check

Business

Response:

I regards to the issue described by our customer [redacted] .After cross-referencing the customers email address ([redacted]) and her first and last name ([redacted]).We found only order number [redacted] for which we confirmed that was shipped on December the [redacted] 2014 at her mailbox through [redacted] under the tracking number : [redacted].MonogramHub.com has no records of any interactions initiated by this customer , not via email address nor via voice-mail. If the customer used a different email address than the one utilized in the order , this might be the reason why we cant find no further records.Please contact your local post office since they claim that the package was left at you mailbox.

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 COPIES OF MY EMAILS TO THE COMPANY AND I ALSO CONTACTED THEM DIRECTLY THROUGH THEIR WEBSITE. I NEVER RECEIVED THE ITEM I ORDERED. there IS NO PROOF IT WAS DELIVERED TO MY ADDRESS. HERE IS ONE COPY OF AN EAMIL I SENT. Dec ** at [redacted] I placed an order on Nov ** (when $56 was taken out of my acct) and I never received my order for an initial monogram necklace. (ASE) Please look into this. thanks[redacted]THIS COMPANY HAS NO PHONE NUMBER TO CONTACT, ONLY A LINK ON THEIR WEBSITE TO CONTACT THEM. I USED AN EMAIL THEY HAD SENT ME And sent the email listed above to that address. I only want my order.

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

Sincerely,

Business

Response:

We will proceed to remake the item and we will send it to you with signature verification. We have emailed the customer today in reference to the lost item. Since we have resolved the issue on our end , please close this ticket from the Revdex.com since this channel is designed for customers that are not being attended.We have replied to the customer with a new order number for your item . Monogramhub.com will absorb the entire cost for the loss of the item. Be advised we will ship to the same address that the customer specified before.

Consumer

Response:

In reference to complaint ID [redacted], on Jan. **, 2015, I have finally received the item I ordered and I am completely satisfied. You may close the case.

Sincerely,

Review: On January *,2014 I purchased a Groupon for a name necklace from the monogram hub. I paid 29 dollars for the groupon. So it was a 29 dollars value on a 100 necklace. I went to monogram hubs website to redeem my groupon & order my necklace and I was having trouble ordering the necklace. Well I finally got through and ordered the necklace and when to receipt came to my email address I was charged for 5 necklaces. I only wanted one necklace with my groupon but I was charged for 5 with a total of 439 dollars. I have tried contacting the company through email and I have called them numerous times and left voice mails and they have yet to respond back to me. I want one necklace not 5. All I want them to do is edit my order because I can not afford 439 .Desired Settlement: I want the necklace that I got on groupon. One necklace not 5. I want my bill adjusted.

Business

Response:

In response to the customer issue regarding the extra charge:We have located the order that the customer placed. We noticed that the customer indeed ordered 5 items from which 1 is the desired amount to purchase. This issue occurred as a direct result of multiple items being added to the cart. This order was placed on December [redacted] 2015. **We have succesfully credited the customers credit card** and removed all excess items.We advise all customers to please place close attention the order summary before proceeding to the checkout, this section will display a preview of the amounts of items that are going to be produced. In the future please allow at least 1-2 business days for the customer service department to get to your email and reply to you before filing a complaint with the Revdex.com. We will always ensure to satisfy your every need and eliminate all issues that may intervene with you MonogramHub experience.

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 placed an order on 12/**/14 which was billed to my card on 12/**/14. I have never received a receipt of any kind, nor have I received any type of order confirmation. The only contact information the website offers is a direct link to email them. The email address is not provided, nor is any telephone number. I have emailed them via their website 4 times with no response. I obtained a phone number from my banking statement which only goes to a voicemail with a male's voice naming himself as [redacted]- There is no mention of any business or Monogramhub.com. On the Revdex.com website I did find a phone number and a direct email address. I left a message on the phone voicemail and emailed the address.Desired Settlement: I would like to either be contacted by the company and receive my order or receive a refund in full- either cash or cashier's check.

Business

Response:

In regards to the issue reported by our customer , [redacted].We have investigated her case thoroughly , and we will proceed and explain why she has not received her order just yet. The customer ordered a product known as the heartbeat necklace. This is a mass produced item , however the customer requested the item to be made in sterling silver (a more precious metal of higher value and on that is made to order).The cost for the regular item is 49.99 , the one that was ordered cost 84.99 , this is now a custom build and it requires 2-3 weeks to be finished , as opposed to the first item which is only 2-3 days.We apologize for not getting to the customers email on time. Due to the Holiday rush , we had a large number of emails from our customers that caused a slight increase in our response time.In all efforts to satisfy the customers request , we have already attempted to contact the customer over the phone and yet where not able to reach her.

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. However their statement that they were unable to reach me by telephone is only because they called at 9:05 am, left a message that they would call back in 5-10 minutes (no call back number provided) then instead the second call came at 9:06am. At that point the business emailed me that they were unable to reach me after multiple attempts. I responded that for future reference they should really improve their customer service. I was told via email that they do not have the capability at this time for telephone customer service.

Sincerely,

Review: I purchased 3 items from this company in February, they stated that it would take 2-3weeks for shipping. I checked the status of my orders March * and they stated it would be shipped in 2 days, I checked back March [redacted] and the stays now reads items being processed will ship as soon as possible. You cannot get in touch with any customer service reps. I called the number on the website and its only a voicemail and they do not call back. I emailed twice and the first time received a very vague one line response that they see my order. Never received any other return emails after the second one that I sent. I am still waiting on a reply and my 3 items.Desired Settlement: I would like my items promptly or a refund of my purchase amounts.

Business

Response:

This order was placed on the [redacted] of Feb , these items take 2-3 weeks in order for them to be completed.

Review: I ordered 5 necklaces in remembrance of a family member that passed away, I ordered them at different times. I received a shipment confirmation for 3 of the necklaces and those 3 necklaces a few weeks later, but I did not receive a shipment confirmation or the other two necklaces. I ordered the two necklaces I am waiting to receive on December *, 2015, it is now February *,2016 and I still do not have the 2 products I ordered that were intended to be Christmas gifts. I have contacted the business via email and it took over a week to get a response to my first email, which the business's customer service rep told me the necklaces were shipped on Dec **, 2015, however I do not believe this claim because I did not receive a shipping confirmation for them like I did the other 3 products that I ordered. "Manny" also asked me to confirm that I did not receive the necklaces so they could start a claim with [redacted]. I had to email " Manny" 2 times to get a response to my first email and then told them that it is unacceptable and I received the same response, that they will need to start a claim with [redacted]. I have emailed them 3 times since, I told "Manny" that I would like my money back for the cost of the products and the shipping and I still want the necklaces because I have family members waiting for these gifts and I was only able to give them to 3 people instead of the 5 I intended on. I have waited for almost two months for these gifts and have still not gotten a response from the business to resolve my issue. There is not a phone number that allows a customer to speak to a person, only the option to leave a voicemail. The way they are handling the problem is appalling to me, and the lack of a response is unacceptable.Desired Settlement: I want the items I ordered still , and I want to be refunded the cost of the items and shipping due to the fact that I have waited so long to receive these items and I was not able to give them as gifts for Christmas. I want this company to apologize for not getting back to me as a customer in a timely manner.

Business

Response:

Responding to the customer’s complaint.We reached out to the customer over the prone. We explained the whole situation. The items are on the way and the amounts charged for shipping will be refunded for 3 orders instead of 2. This way we find a middle ground.We also emailing an 85% off compensation coupon for the customer’s troubles.

Review: I ordered a necklace with 2 motifs from them using a [redacted] deal on November [redacted]. I heard nothing from them. I tried calling the business but their customer service line does not receive calls. I sent my first email on via their site on December [redacted]. I received an email back on Dec [redacted] stating:

We have received your order [redacted] on [redacted] for a Circle Locket Small with Floating Motifs of your choice, with two motifs ([redacted]), according to our factory these items are in the final stages of production. Thank you for your patience.

Then on that same day, I received:

Greetings ,

Thanks you for shopping at [redacted] . The purpose of this email is to inform you that your order is ready to go. The item was assembled and put together, however, one of the motifs that you have selected is out of stock. This email is being sent to you in an effort to communicate this information to you and request for to pick a different motif. Because of this in convenience you also pick a second one. So please reply to this email with your alternative selection and we will be shipping this out.

As you see, they do not tell me which of the two motif's was out of stock. I then have sent 4 emails, 3 asking which one was out of stock and one to just send the necklace. I heard nothing back. Then on November [redacted], I got:

According to our shipping department your order was shipped via [redacted] first class mail on [redacted], you must have receive it already. Please review and advise.

I told her that I have not received it and copied the earlier email stating that the necklace was being held until I choose a replacement motif. I still have heard nothing back. I have sent 4 more emails since the December [redacted] email and have heard nothing back.Desired Settlement: I would like the necklace that has been completed sent out and my being told what motif is missing so that I can have it replaced. I ordered this as a gift.

Business

Response:

The customer placed and order. She was informed that we were

out of stock on some of the elements that come with the order. The item finally shipped yesterday on the [redacted].

We ask the customer to please allow more time for the item to reach her.

horrible customer service, they do not respond to your email request, cant get through by phone. WILL EVER USE THEM AGAIN

Review: My order from Monogram Hub (order #[redacted]) was placed on November [redacted], 2014. It is not Christmas Day, December [redacted], 2014, and I have not yet received my product. This was a Christmas gift and the entire purpose of the gift at this point is now rendered useless as Monogram Hub was not able to get the product to me within a reasonable time frame.

Monogram Hub's website advertises "Shipping Within 2-3 Weeks." While this is a fairly long shipping window, the company was still unable to deliver the product to me after almost a month. I understand that monogrammed products take longer to make, but the sheer incompetence of the company resulted in me not receiving my order within a reasonable time frame.

I have contacted Monogram Hub three times and have not received a response. This level of customer service is simply deplorable.Desired Settlement: A full refund for this product is the only acceptable solution for this issue. I will not be purchasing from Monogram Hub ever again and thus a store credit is of no use to me.

Business

Response:

I regards to the issue described by our customer [redacted].The customer ordered indeed on November the [redacted]. We built the item according to the customers specifications . We have solid evidence to sustain the fact that we shipped the customers item through [redacted] Priority Mail Express and here's the tracking number for it : [redacted]. We shipped on the [redacted] of December , more than enough time to ensure the customers item would arrive on time. At this point the courier failed to deliver on time , however Monogramhub.com has honored the agreement to manufacture and ship with enough time to ensure that the item arrives on time to the customer . This customer is being affected by the failures of a 3rd party. Even thou the customer claims to have sent us multiple emails regarding this issue , we have made multiple attempts to communicate to our customers that due to the holiday rush our customer service response time has increased and this is the reason why this customer has not been responded just yet. Nonetheless , thanks to this valid complaint issued by [redacted] we have assigned special personnel to investigate and contact the [redacted] facility involved in this delivery and ultimately locate the whereabouts of his item.We will attempt to isolate the problem and get the item to reach its rightful owner. We are whiling to provide the customer with additional fulfillment as a compensation for this delivery issue . In terms of issuing a full refund for the item , we would like to inform the customer the following : The item that was purchased is custom made , personalized and unique and before the purchase was made , every customer must acknowledge that all sales are final. That being said we would never expect anyone to be ok with paying for something and never receiving it , at this point the item being held at [redacted] facility in CHARLOTTESVILLE , this is merely a shipping problem , if the item is indeed lost/stolen , we will take the necessary measures to ensure that our customer gets compensated and the responsible parties held accountable.At this point we consider that it would only be fair for the customer to allow some time for us to locate and deliver the item , once it is received we will also compensate and fulfill the customer with additional benefits in full efforts to mitigate this terrible experience.

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:

To address a few points made by MonogramHub:1. MonogramHub states, very clearly, "2-3 weeks shipping" on the confirmation e-mail I received after placing my order on November [redacted]. Given that I had not received my order on December [redacted], how does this align with their shipping policy claim? I will break it down more simply: - December [redacted] (when I was at least alerted that the package had been ATTEMPTED to be delivered) is a full 28 days after November [redacted] - December [redacted] is 20 business days after November [redacted]. 19 business days if you count Christmas. Again, even using a business days argument, MonogramHub still failed to deliver. 2. There has been no sufficient explanation for the deplorable customer service (or lack thereof) from MonogramHub. A busy holiday season is something that every single business faces. If holiday shopping bogs down your business to the point where you can not deliver goods in a reasonable time frame or respond to inquiries from customers, perhaps you should rethink your business. 3. As I have stated repeatedly, this necklace was a gift for a loved one. MonogramHub certainly understands that almost every order placed in the month leading up to Christmas is intended to be given as a gift. After all, the [redacted] promotion they ran directly coincided with this holiday shopping window. It is my responsibility to ensure that MonogramHub uses a reliable shipping method? Is MonogramHub taking responsibility for the sheer failure to deliver on the very purpose I bought the gift? Throwing your hands in the air and saying "Hey, blame [redacted]" paints a very concerning picture of how MonogramHub handles customer complaints. 4. When MonogramHub claims that this item was shipped on December [redacted], it isn't clear to me what point is being proven here. Assuming this is true, it means that MonogramHub shipped the item a full 19 days after the order leaving only two days to fit within their already robust shipping window. In fact, as it appears the shipping label was created at 2:32PM on December [redacted], MonogramHub must have already known the item would not ship until the [redacted], leaving only 1 day for the carrier to deliver the item (which we know it did not) to fit within the shipping window.While I appreciate your response, it is a shame that it took going through the Revdex.com to receive it.

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

Sincerely,

Business

Response:

MonogramHub.com customer service team is terribly sorry that [redacted] had to endure this experience. It's more than clear that our turn around time for Every custom made order is 2 to 3 weeks , these items are handmade , this is the reason why we have such a wide production time. -The order was placed on the [redacted].-It when in to production on the [redacted] .-We shipped on the [redacted].(This timeline proves that we have kept our word by building and shipping the item within the 2-3 weeks specified on our site)The item had 4 full business days to move from NY to VA including the [redacted] of December. After [redacted] raised the flag of concern for his missing Item , we did our due diligence and investigated the issue. For Some Holiday Rush related issue the post office did not released the customers item , we made our investigation and contacted the [redacted] office that was holding the package and we demanded its immediate release and shipping.[redacted] has received and signed for this item on December the [redacted].As a compensation for this issue monogramhub.com will offer [redacted] a 70% off coupon for the future purchase of a non sale item. We hope this explanation is clear enough to conclude this issue.

Review: I purchased vouchers for TWO separate pendant necklaces and ONE nameplate necklace on the [redacted] website. On the morning of December [redacted], I attempted to use my nameplate necklace voucher on TWO separate occasions but the website was not working on my phone. Later, I decided to try the other voucher for the TWO pendant necklaces. I started the checkout process for the first pendant necklace and at the end of the purchase was never shown a total amount to be charged or items in your cart review page. I only received a confirmation of the order and was told an email would be sent to me. I proceeded with the second pendant necklace and was taken to the same confirmation page. When I reviewed the emails at this point it was brought to my attention that I had been charged $344.97 for one of my orders (both should have been free) and was to be sent not only the TWO pendant necklaces, but THREE nameplate necklaces as well.

Immediately I attempted to contact the company by phone and email. Per the voicemail, a customer service rep would be contacting me within 24 hours. However, here we are NINE days later and still no response to the email or voicemails. Today I notified my bank of the incident as well as the original company from where I purchased the vouchers. I also attempted to contact Monogramhub AGAIN to try and inform them of who I had spoken to and to give them another chance to make contact with me and fix the issue. I am just very hurt that I was charged so much and that the company has made no attempt to fix this situation.Desired Settlement: From this situation I just want them to fix my order. I want them to only send me ONE nameplate necklace because I don't need THREE, and I want them to send me the TWO pendant necklaces. All of these items were already paid for on the other website so it is not like I am expecting them to give me anything for free. This is also why I expect a refund for the extra $344.97 that I was charged.

Additionally, I would like them to update their voicemail message if they don't plan on returning messages in the time they state they will. When a company says they return all calls within 24 hours, and NINE days passes.... its ridiculous to say the least. From this experience I would NOT recommend this company to anyone EVER. The items they sell are beautiful, but the hassle they have caused was unnecessary and very avoidable.

Business

Response:

I regards to the issue described by our customer [redacted] .We have intercepted your order and after a brief investigation we where able to determine that in fact you had 3 items that where charged in full , when there should really be one item free and the other 2 removed since they where duplicate purchases that where stored in your browser's cache and accidentally where pushed through our system at the moment when you where placing the order.We have proceeded and refunded all of the amounts related to the transaction and all of the funds have been successfully reversed . At the same time we also applied the second coupon code to the transaction.Beyond this point everything is resolved. If anything else happens ,please feel free to reach out to us through the contact us section of our site at [redacted].