Monogram Hub, Inc.

Review: I have been attempting to contact them since February 2014. I received their product, a necklace, that faded after wearing it once and I e-mailed them and sent it back sometime mid-March. I attempted to get a hold of them via e-mail as my work hours are unpredictable as to when I will leave. I will at times receive an e-mail response that they will look into it and then nothing for weeks when I try to keep e-mailing to see what is going on with my necklace I paid for and no longer have. I have attempted to call several times and no one ever answers the phone.Desired Settlement: I would like my necklace to be replaced as I do not have one now and have been waiting for five months for an explanation as to what happened to my necklace that I paid for.

Business

Response:

We want to confirm that your request has been received by our customer service department. Due to an increase in special order inquiries our reponse time is longer than normal. We are looking forward to responding to every single one of our customers in the order in which we received the request. We want to thank you for your patience in advance.

Review: Recieved my order ( a personalized monogram necklace) in poor condition.

Chain doesnt match and is shorter than the length which I ordered. this will be my SECOND order, and it both cases the same issue has occured.

I contacted customer service on Jan * via email regarding a return , and again on/about Jan * via their "Contact Us' form on their website. I have yet to receive a response.Desired Settlement: I would like the necklace fixed, at no charge to me.

Business

Response:

We apologize that [redacted] was not satisfied with the quality of his order. On further review we were not able to find any emails from [redacted] in our system. We want to make sure every item is exactly what the customer ordered. We have contacted [redacted] though our system and will remake his order and ship it as fast as we can. Complete details have been emailed to him from our internal email account.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and will await receipt of the replacement product. I would like to keep this case open until the product has been received. Attached is the email thread, which they state they did not receive. The 3rd message was sent via the "Contact Us" form on their website. This I do not have a copy of.

Sincerely,

Review: Placed order 12/**/2014 and received email confirmation. It states will ship in 2 to 3 weeks but my order still just states (received) not processed or shipped. Since then there has been no communication or response from the seller. I sent an email and left messages. Just need to know if the order will delivered or if I need to file a fraud form with my bank.6Desired Settlement: For product to be delivered or a full refund

Business

Response:

In reference to the issue regarding this customers order . We would like to report that the order was placed after December the [redacted] which means that it was placed after the official cut-off date that was published for the corresponding deal site ([redacted]) from which the customer purchased the coupon code . Due to large amount of ‘’Holliday rush’’ orders Monogramhub.com established a cut-off date for Christmas deliveries.The customers order was placed on the [redacted]. The cut off was the [redacted]. Holiday season delays all shipments, especially when it comes to customer made jewelry. For this reason we published the official cut-off date for such orders. Standard orders take 2-3 weeks to ship and our production department has already started the construction of this customers item.Nonetheless , we can understand that this is a distasteful situation , and customer satisfaction is our premier goal. As a compensation for this miss understanding , not only will we complete and ship the customers item , we will also provide this customer with an unique 70% OFF coupon for future purchases.

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: To start out they double charged me and took several days to even respond to my problem. When finally received my order it was wrong. I ordered a necklace for my wife on valentines day. It was supposed to say I love you to the moon and back. It said " I LOE YA" with a huge scratch across the face. I have wrote them numerous times and do not get a response. The only number for them that I could find is a number to leave a voice message. Horrible quality and horrible customer service. I can't believe they left me hanging on valentine's day. After running around trying to find something last minute I finally settled for flowers. Thanks for making me look bad on valentine's day.Desired Settlement: I want a refund. You have messed up my entire order from the beginning. If I could just get my money back I will never make the mistake of ordering anything from you again.

Business

Response:

We built and shipped these items according to the customer’s specs. The item was shipped on February [redacted], the customer emailed complaining about the engraving on the item , we responded to him requesting a picture to assess what happened and ultimately re-send the item with the correct specifications. The customer never responded to our email, we reached out and responded with interest to help. Please respond to our emails and allow us to help.

Review: I purchased a personalized necklace with my daughters name. The necklace I received was misspelled but it is spelled correctly on my order ticket. This confirms I spelled it correctly during my order. I have a attempted to contact the company via phone and email. However, I have yet to have anyone contact me. You can only leave a voicemail when you call.Desired Settlement: I would like to receive what I ordered. I would like to have the necklace with my daughters name spelled correctly.

Business

Response:

Since the time of this notice we have reached out to our customer. We offered to continue to assist her and apologized for the delay. Our customer agreed to allow us to work with her and to get her replacement order shipped to her in an expedited manner.

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 3 [redacted]s for monogram hub. I waited for an order of 3 monogrammed bracelets which took more than 5 weeks to be delivered when their website stated it would take 2-3 weeks. The items are defective/poorly designed. The clasp/latch on the bracelet doesn't hold. It was apparent on one that I received immediately. I tried to wear the 2nd one I ordered today but it fell off my wrist (became unlatched) before I left my house. I've contacted the company. There is no way to contact them by phone and now I know why. There communication is through email and there response time is lousy. I've been trying to get a resolution for 11 days without luck. I did contact [redacted] and they've issued a full refund but the company charged me additional amounts.Desired Settlement: I would like a full refund of my shipping costs of $8.95 x 3 bracelets, refund of $16 for sterling x 2 bracelets and the cost to return their defective products to them.

Business

Response:

Absolutely do not get anything from this company. I ordered a necklace in Oct and it has come in wrong twice. I spent over an hour trying to reach them to solve the problem. It is still not solved.

Review: On Dec [redacted] I contacted Monogram hub about an inferior product that they agreed to correct on Dec [redacted]. They never sent the corrected necklace and won't respond to my emails. The necklace was illegible. It had weird scrapes and un-uniform widths at the ends of the letters. They admitted to their issue but failed to follow through with their agreement.Desired Settlement: I would like a refund. I had to buy another Christmas gift for my sister and At first I was willing to give them a chance at correcting the necklace but I have all ideas I'll receive another inferior product and don't want the hassle of dealing with the company again. It is obvious they have poor business practices and I would like to sever all contact upon my refund.

Business

Response:

We apologize that this situation has lasted thislong. There is no excuse for this we ask for understanding this issue happenedduring our busiest time of the year. Wehave looked into this issue and we have been in contact with [redacted]. Theremake for this order was made on 1-**-2015; the new order number isMonogramhub-[redacted]. This will replace this item and we assure[redacted] that the quality will be acceptable to her. We would also be willing to give [redacted]80% off any one non-sale item.

Review: I ordered a monogram necklace and asked for aproof before they made it, no one responded. They sent me the necklace, and the letters were in the wrong order. I sent several emails before I finally got a response and was told it would be $15.00 to have the letters changed. I needed it quickly so I paid the additional $15 and when I received the corrected necklace, it looked terrible. All they did was move the letters on the first necklace, rather than making a new one. I emailed them again, several times, before getting a response and was told to send it back and they would send me a new necklace. After not hearing anything for a while, I sent another message on June [redacted]. Instead of replying, they sent me a shipping notification w/ a tracking #. It's now July [redacted], the tracking info still just says "electronic shipping info rec'd" and I still have no necklace. This was supposed to be a gift for my best friend the day she got married in May and now that's gone. This company has, by far, the WORST customer service I have ever dealt with. They shouldn't even be in business.Desired Settlement: I want a full refund of the $48.00 I originally paid for the neklace, and the additional $15.00 I was charged for them to correct their own mistake. Total of $63.00.

Business

Response:

Good afternoon !

Our customer has been fully refund for his purchase.

Best regards,

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 did get a full refund after more than a month of just trying to get a response from someone at the company. The customer service is terrible and something should be done. I've been fighting with them since February. Part of a successful business is communication and good customer service. I had to go to their site, their [redacted] page and file a complaint w/ the Revdex.com in order to get a response. Ridiculous.

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

Sincerely,

Review: I placed my order (had a Groupon and paid $5 extra) for engraved cufflinks on February *, 2016. As of today, March **, 2016, I still have not received my order. I have gone back and forth with customer service via email (and I called once and never received a call back) regarding shipping of my order. At first I was told there was some issue with my order but it was fixed and the cufflinks would be sent out soon. Most recently I was told they would ship out no later than March *, 2016. I just checked on the status of my order this morning and it still reads:

Order Date: 02/**/2016

Order Status: Your order is being processed. We are working on shipping it as soon as possible

Why has it taken over a month to even PROCESS my order??? This is ridiculous and I'll NEVER order from Monogram Hub again!Desired Settlement: I just want my money back from the group and paypal, or ship my order ASAP.

Business

Response:

The customers item was shipped on march [redacted].Here is the tracking number for it : [redacted]

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, this company will NEVER get my business again as it took them almost three months to ship my order.

Sincerely,

Review: I order a necklace from [redacted]l for 24.99. The necklace was through the company monogram hub which asked for my credit card after I selected my purchase and put my card number. I recieved a bill for 125.00. Not the 24.99 I was promised.Desired Settlement: I would like a refund

Review: I placed a order for 5 bracelets and was charged for 5 bracelets and 3 shipping and handling or 8.95 I received a e mail stating order was taken. this was on December [redacted] I have received nothing since then. And when I check order status It says none found. I have left numerous e mails with monogram hub and no response. I have called and their number isn't taking calls or messages , I am severly mad as I have never dealt with a online company clearly scamming me before I am in this with over 50 dollarsDesired Settlement: I ant to have contact with this business and I want what I paid for or my money back. Since these where Christmas gift and Christmas is definatly over

Business

Response:

We are responding to our customer’s complaint. The customer placed an order; this order was placed on December [redacted]. The customer placed the order passed the cutoff date for Christmas. The item is being built and it is in the final stages of production. It will be released soon and shipped soon. The cutoff date for all orders for this deal site was December the [redacted]. This is the reason why this item has not shipped yet.

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:

Ok the business responded with some cut off date mombo jumbo high demand Christmas thing. But my point is now it January ** and I still have nothing. They said 2 to 3 weeks under normal circumstances by now even if they waited until Dec** to start my order I should have had these 5 bracelets by now I have never had such problems ordering anything even personalized unless I've order from China which this company is certainly not from. I feel I will never order from this company again as at this time I'm still a month waiting and out all my money no deal is worth what I've had to deal with

Sincerely,

Business

Response:

As stated before. The cutoff date for Christmas was December the [redacted] for this deal site. All orders placed after this date will initiate construction after December the [redacted]. These order started production on the [redacted]. They have now shipped on the [redacted] of January.All orders are in route to the customers address. For further assistance we advise the customer to contact us at our customer support portal: [redacted]Regards.

Review: On Sept ** I ordered a personalized necklace for my daughter which has yet to be delivered. I have made several attempts through e-mails as well as phone calls (of which you continue to receive a recorded message) to resolve this issue. This was for a very special occasion and it was disappointing enough that it has never arrived but not to receive correspondence from this company as promised is totally unacceptable. They had no problem taking the funds from my account for the purchase of this item and I find their methods of customer service and lack of consideration for the consumer is totally unacceptable.Desired Settlement: I feel at this time the item I ordered should be sent to my daughter as well as compensation for a future purchase if I so desire to shop with this company again. This item should be given free of charge for the unnecessary time I have spent trying to have this resolved. Very unfortunate as I was a repeat customer and had enjoyed their products in the past but this has soured my desire to continue shopping with this company

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

Review: I placed an order with mongramhub.com on September **, 2015. Over a month had passed an I had not received my order, so I went on to contact customer service on November **, 2015 to inquire what was going on with the order. I was told by customer service that the Post Office had "lost my order in the mail" and they were going to expedite another order and have it sent out. That was fine with me, I understand things can get lost, etc. As of December **, 2015. I have sent an additional (2) emails inquiring the status of my order, and they have not responded to them. I also have called their customer "message line" multiple lines just to hear the recording say that their mail box is full. I am very upset as this was a Christmas gift, and I ordered it with plenty of time. To date I have not received my order nor a response from the company.Desired Settlement: If I don't receive this order by December **, 2015, I want a full refund. They have wasted my time and provided horrible service.

Business

Response:

Responding

to the customer’s complaint: The customer

is accurate in all statements.The reason

why we haven’t responded to her follow up order status request is because the

issue was already resolved and we are in the middle of a holiday rush. The item

is indeed in the final stages of production. It will ship out within 24-48 hours.There is a

process that must be followed in order for us to have the items released.The item

needs to be constructed. The item will

arrive before Christmas but it will not ship out by the [redacted]. We

have made multiple attempts to reach out to this customer over the phone in an effort

to provide assurances.We ask the

customer to please allow us to finish the item and ship it out so she can have

it before Christmas. Please let us know since we are going to be shipping out

very soon.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution will be satisfactory if I do, indeed, receive the item before Christmas. Please note, they have not contacted me by phone, as they claimed. They also told me on 12/**/15 that my order had been cancelled and I have the emails to prove that statement.

Review: I ordered 5 necklaces form monogramhub.com and 3 of those orders have all been delayed after 2 weeks of sitting in a pended status. I am unable to email the store using there online form and when I attempted to call their customer service number it states that they are no longer accepting voicemails and hangs up. My account was drafted for the jewelry as soon as I ordered and now I have no way of getting the money or my orders.Desired Settlement: I want my orders delivered

Business

Response:

Responding

to the customer’s complaint: The customer’s

orders were delayed due to stocking issues.The customer

is currently missing 2 orders.We released these

orders the day before yesterday and will be heading his way soon.

Review: Several months ago, I purchased a voucher for a specially priced item from a deal site that partnered with Monogram Hub. Specifically, my purchase entitled me to a personalized name necklace in sterling silver for $29.99 (regularly priced at $99.99). Unfortunately, I failed to use my voucher by its expiration date. According to the sale terms on [redacted], while the promotional value of my voucher was no longer valid, the amount paid would never expire. The $29.99 I spent on this deal would convert to a dollar amount credit for use on Monogram Hub's site. However, when I attempted to use this store credit, I was unable to use the credit on this site unless I purchased the exact same item at full price, despite the fact that the same item was listed on the sale section of the site for $39.99. Although I was willing to pay more than the original $29.99, the customer service manager insisted several times via email that I would only be able to use this store credit for an item priced at $99.99, even when I explained to him the [redacted] sale terms. While I will be pursuing a refund through [redacted], I would have preferred to use my credit and paid the difference for the desired item online (which would have totaled $49.99 after selecting additional customizations). In my last conversation with Mr. R[redacted], a Monogram Hub employee, I was told that I should contact [redacted] and that my concerns were not really of consequence to him, as he was busy fulfilling holiday orders. I find his reluctance to abide by [redacted] sale terms rather rude and deceiving.Desired Settlement: At this point I would like a refund of the $29.99.

Business

Response:

The customer acquired a promotion and failed to use it for the specified period of time.Acquiring a coupon code from a third party website does not represent that this customer is in business with us. In fact, the customers demand for a 29.99 dollar refund should be directed to that third party that sold that coupon code. This was the manager’s recommendation for this customer since it was evident that the customer’s intention was to engage in an interpretation battle for a policy fragment pasted from this third party. Promotions cannot be combined. We explained this several times to this customer.The coupon code is designed to target only the regular priced item. This item cost 99.99, for a certain period of time the code will cover 99.99. If the coupon code is not used by then, it comes down to 29.99 for that very same item.We agree with the customer’s desired settlement. Please contact the deal site that sold you the coupon code and request for refund. We do not have this customers business.

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:

As stated by the business, the associated promotion has expired, and as such, the existingvoucher is worth $29.99 toward the purchase of the same item, which is now on sale on their site for $39.99. However, the business is attempting to require me to purchase the item in question from a separate link where it is listed at a $99.99 price. In essence, this is bait and switch marketing, where an item is listed a multiple costs. My request to use the dollar amount already paid for the sale item which is the same exact item is not a "combination of promotions," and Mr. R[redacted]'s insistence of this claim merely affirms the fact that he is attempting to defraud me into paying more for an item that is being sold on the same site a a lower price. As such, I do not intend to give Monogram Hub more money for an item that could be purchased for less on their very same site, for the simple fact that he is refusing to honor the terms of the deal site with which he himself partnered to boost his company's sales. His partnership with this site would suggest that he will abide by their terms, which he continues to adamantly resist. Furthermore, his childish statements regarding my desire to "battle over terms" that are "irrelevant" is just case and point of the fact that his business, now open for just two short years, has close to 100 complaints listed on the Revdex.com site. Thank you.

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

Sincerely,

Business

Response:

We are

granting the customers desired settlement that is described on the Revdex.com complaint ticket. The customer is

requesting to be refunded. We recommend the customer to contact the deal site and

request for this refund.Regards,

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 vendor should honor the terms of the partner site. As such, I would not require a refund.

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

Sincerely,

Review: I purchased a voucher thru [redacted] to buy a mother's necklace from [redacted]n Sept 2014. I upgraded my purchase to add an addition charm and an upgraded, stronger chain. The extra charm was excluded and the chain arrived broken. I ordered it in 24K over sterling silver which looked more like a dull brass. After numerous attempts to resolve this issue (over 15 emails and lots of phone messages and two conversations), they told me to keep what I had and promised to replace the gold with a silver version. Next I received just a cheap (not the upgraded) chain and nothing else. I again emailed them to remind them of the promise and they replaced the whole thing again but I still didn't get an upgraded Rollo chain. Four months later, this problem is STILL not resolved. They have stopped responding to my emails and you can only leave a message at their business to which they don't return calls. I have not received what I paid for, this was a gift which has caused me tremendous embarrassment, and the frustration is beyond words. I've purchased better quality jewelry at a Dollar Store and that is not an exaggeration. In fact I've bought necklaces there (which included a charm) that were packaged exactly the same way. I've requested repeatedly that a manager CALL me and I've heard from no one since November [redacted]. [redacted] can not refund my voucher because it has already been redeemed.Desired Settlement: At this stage, since I have NO confidence in this company, I would like a FULL refund. That would include the $59.00 voucher I bought from [redacted] and the $25.00 in upgrades I paid to monogramhub.com directly. That is a total of $84.00. I want nothing more to do with this company once this fiasco is resolved and based on all the complaints shown on the Revdex.com, I don't know how you guys accredited this company and allow them to have your logo on their site.

Business

Response:

In response to our customer issue:We have in fact been interacting back and forward with this customer.We have also documented evidence of multiple efforts made from our part to ensure customer satisfaction by remaking this item for the customer.Evidently the customer was not satisfied with way the second item was made. At that point the customer emailed us again when we were in the middle of a holiday rush and our customer service response time had increased exponentially. For this reason the customer felt ignored by the department. We have contacted the customer over the phone today and we were able to isolate the problem and reach a successful agreement.Some customers like one stile, others like other stiles. For this reason we will gift the customer a special item plus another item of her choice. At this point we are awaiting a response from the customer so we can proceed and issue both charms and maintain our promise of customer satisfaction.

Review: I've encountered problems with two orders placed with this company. They owe me a refund in the amount of $59.99 for order #[redacted] and the item received with order #[redacted] was defective and they still have not sent me a replacement item. I have gone round and round in email with them and still no resolution. They offered to call me and I gave them my phone number and never received a call. I am very frustrated and see that many complaints have been issued against this company.Desired Settlement: I would like to receive by refund in the amount of $59.99 for order [redacted] and a replacement item for order [redacted] within the next week. This has been going on way too long and I feel the company is not reputable.

Business

Response:

We reached out to the customer over the phone and explained everything. The customer understood.We will proceed immediately.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. I would like to wait until I receive the product they are going to resend before I close my complaint.

Sincerely,

Review: On February [redacted] I placed an order for items totaling $108.00. The receipt advised that delivery would be 2 to 3 weeks. That was okay because I didn't need them for 4 weeks -- today March [redacted]. However when I realized last week that I had not received them I looked at my order on the Monogram Hub web site and it said it was "ON HOLD". I immediately contacted the company and they advised that they weren't sure that what I ordered was what I wanted and so it was placed on hold ?! I NEVER received any communication from them asking questions about my order. Ridiculous and what appears to simply be a delay tactic for their behavior. The event that I needed the gifts for has now passed and I had to go out and make a different purchase. I requested that they refund my money but they are refusing. I have filed a complaint with my [redacted] account as well because of how I paid for the products and they are refusing to respond to them. I am so disappointed and frustrated. I see that they just received YOUR insignia in December yet they have MANY COMPLAINTS posted in just this short time.

How on earth did Revdex.com approve them? And what can you do to help me?? I want my $108 returned to me immediately.

These people are thieves.Desired Settlement: A refund IN FULL of the $108 to my [redacted] account which is how I paid these thieves.

Business

Response:

In response to the customers complaint.An order was placed on February the [redacted] for a total of 108.00.The order had the same letters ordered twice. We needed to confirm if this was what the customer really wanted. The order was placed on hold until further verification. We apologize over the fact that the event for which this purchase was made has passed, but the items are now built and ready to ship. Given the fact that this issue has been filed through the payment center as well we have decided to grant the customer’s request and provide a refund thus concluding our business according to the customer’s desired settlement.

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 it should be noted that I was NEVER contacted in any way about an order being put on hold or that the order required clarification.

Sincerely,