Monogram Hub, Inc.

I ordered for necklaces and decided to add on a bracelet. I received the necklaces, I was not happy with them even at the discounted [redacted] local price, but they were for my granddaughters and they would do for Christmas. I ordered them on October ** and have still not received the bracelet it is February [redacted]. They said they sent it to the wrong address, then they said they lost it and had to make a new one and then sent that one to the wrong address.. Mind you they have already sent me the for necklaces to the right address? They won't answer calls they won't reply to emails other than what seems to be a computer generated standard reply to whatever you are saying. They refuse to acknowledge me as they have my money and my merchandise, & I have neither! Lucky for me [redacted] local reimburse me, I will never do business with this company and I would tell others to never do business also.

Review: I ordered from [redacted] and was charged for an item. When it didnt arrive within a month I emailed them asking about my package. They said the money never went through however I recieved an email from them confirming my payment aswell as talking to the bank.then they stopped replying to my emails so I contacted them on other social media. However they still are denying my item. The bank even confirmed it had infact been processed. So when I told them this they refused to send my item.Desired Settlement: I would like the item I had payed for and perferably money back for all the problems I had to deal with.

Business

Response:

In response to the customer’s complaint:It is very confusing to see that the customers claims that we have stopped communications with her , given the fact that we have concrete evidence that we have replied to her in a diligent manner. Our last response was sent yesterday after she emailed us ‘’yesterday’’. We confirmed with our billing department, the customer requested 3 way call without proper documentation or proof that the funds were collected by [redacted].If the customers bank claims that we have collected the funds, it should show on a bank statement under an approval, tracking or charge code. If it is on the customer’s bank statement, there should be a printout of that statement. This print out must be issued by the customers bank.This would be recognized as an official document from that financial institution in which it will be declared that the funds were charged by our company.We do not have this information. We requested this information from the customer on our last email.However this issue goes deeper than that. Although it is true that those funds were not available to the customer at some point , was due to the fact that there was an authorization issued. What we have been explaining to the customer is that a charge was never issued based on that authorization, because the information submitted for that authorization did not match the bank records.Since this information was wrong, we do not to charge.Ever since that moment the customer and our customer service team have engaged on an endless bank and forward , it reached a point in which we asked a proper code from the bank that can prove that we charged or some documentation that can sustain the claim.So far the customer has not presented this information to our customer service team.

Review: Bought two groupon vouchers for monogramhub.com and redeemed them in October it's almost January and these were christmas gifts I still have not received contacted monogramhub.com and they send emails that do not help and I just want my two necklaces that I have already paid for 3 months ago.Desired Settlement: Want the items I have already paid for

Business

Response:

In response to the customers complaint. Monogramhub.com is not in business with [redacted]. The customer bought 2 coupon codes from a deal site that will ultimately allow you to place an order with us. The coupons are UN-used. No orders are placed in your behalf with these codes. We do not have the means to refund the customers money, because we did not charge the customer any money. The deal site was the one that charged the customer. Clearly this ordering process is too complicated for the customer (and we are legally unable to place this order for the customer since it requires submitting sensitive billing information). If the customer wants to be refunded, we advise the customer to contact the deal-site and ask them for a refund. (They have the customer’s funds not us) They will be more than happy to oblige. At the same time we will appreciate if the customers removes this Revdex.com complaint that has been unjustly filed against us , since the customer has no orders with us or no transactions with our company. If the customer still wants to place your order simply follow the link that our agent has given him during our interactions through our customer support E-mail portal.

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 December *, 2015, I ordered a Vertical Mini Name Plates Necklace from Monogram Hub. Order #[redacted]. The necklace was a Christmas gift for my daughter bearing the name of her baby son -- his name is [redacted]. The necklace was promised before Christmas and wasn't shipped until Christmas Eve and wasn't received until several days after Christmas. But that is NOT my complaint. I have an email receipt with the name that I ordered on the receipt, spelled correctly -- [redacted]. The necklace arrived, with a print-out accompanying it, also with the name spelled properly printed on the receipt -- [redacted]. However, the silver monogrammed custom-made necklace was spelled incorrectly -- [redacted]. This is NOT acceptable. I emailed Monogram Hub immediately hoping to get this rectified and hoping I could at least give the necklace to my daughter for her birthday (February *). I received no response. I have since emailed Monogram Hub on multiple occasions. Over and over and over. Requesting that they either replace the necklace or give me a refund. All the emails have gone unanswered. The emails go through their website. They have a "Contact Us" form for problems, etc on their website, it is the only way to contact them. I told them in my last email (all emails clearly state the information which is in this email) that if they didn't rectify the situation, I would have no other recourse but to resort to the Revdex.com. Still no response. I hope you guys can help me.Desired Settlement: I would be happy to get a necklace with the appropriate spelling, however at this point, I'm tired of messing with it and would prefer a refund. There is no way I could get the necklace by my daughter's birthday and next Christmas is a LONG way away at this point... The necklace was purchased as a gift.

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 file from [redacted] with hername, email address or phone number we have. We apologize to [redacted] if her communications were part of ouremail issues in January 2015. We do want all of our customers to be happy with theiritems. In accordance with our standard operating procedure we will open a case andlook into [redacted]’s claims if she will send us photos of the issues shehas with the items.

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:

They have requested to view a photo of the necklace that was spelled incorrectly. I am attaching a photo of the necklace, you can see it clearly and it is lying on the form that accompanied it (where the name was spelled correctly). I look forward to their further response.

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

Sincerely,

Business

Response:

In response to the customers Picture evidence, we would like to inform the customer that we will proceed and remake the item with the correct spelling. In the future, we would like to inform the customer that we do have a customer support portal where any issue can be brought up to our attention and we will diligently resolve it. The Revdex.com support is line should only be used if you have already exhausted al possible communication lines provided by the seller. The new order number for the customer is ready, unfortunately for security reasons we cannot provide this type of information over here. The customer may keep the original item.

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 but would like to add that I did contact Monogram Hub on multiple occasions to try and get this resolved before bringing this to the attention of the Revdex.com. Thank you.

Sincerely,

Review: I purchased a "Script Monogram Pendant w/ split chain" necklace from this company with the following specifications: 18" link chain, 24K gold over metal selection, sterling silver, pendant size 7/8", monogram "AMN." It was shipped to me on November *. Within two weeks of wearing the necklace it was completely tarnished and discolored, leaving it unwearable. A $109 item made of sterling silver and coated in 24K gold should not tarnish, let along in two weeks time. I contacted the company via the online form on their website. I did not hear back for about a week (they guarantee a response within 24 hours) and therefore filled the form out again. At that time they did not have an email or phone number listed on their website. When I heard back from customer service rep, [redacted], she asked me to send photos of the product. I did so and on December ** was informed that a new item would be made and shipped to me ASAP. I have yet to hear about the ship date of this item and have sent two emails that have been left unanswered.Desired Settlement: I would like the replacement item that was promised to me to be shipped immediately as the company has had a month to make it. They also should improve their customer service.

Business

Response:

We apologize that [redacted] was not contacted in a timely manner. We have investigated the replacement order. It was shipped on 1-**-2015 and an automatic response was sent to the email address on the order with tracking information. The order will deliver on January **, 2015. We are working on our customer service policies and procedures to help our customer faster.

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 seven bracelets on Dec. *, 2014 for my bridal party. The wedding date was Dec. **,2014. I tried several times, both by email and phone , to contact them. Phone goes to voicemail and there has been no response. No response to emails, either. Looking at the email confirmation of my order from them, I discovered that my complete address was not there. Even though they had my email address, they did not contact me. I rectified the situation, when I discovered the problem. They now have my full address, my email address, several voice messages and emails.

The order# is MonogramHub-[redacted]Desired Settlement: I want an email confirmation that the order has been cancelled, my credit card has not and will not be charged and an explanation as to why they have such poor customer service. My research shows many people who have had similar problems with this company.

Business

Response:

In regards to the complaint filed by [redacted]:According to the customers statement of the problem , there has been no response to her emails and voicemails. We have solid evidence that can sustain 4 replies’ that were sent to the customer, in an attempt to communicate a particular issue with her order. The customer provided only the number ''9'' as her shipping address and her billing address. Therefore monogramhub.com was no able to bill this customer’s credit card. This issue, plus the increase in our response time caused by the holiday Rush , has created a sequence of events that ultimately has left the customer to believe that we have ignored her issue and missed the customer special day.We apologize for this situation and we hope that the customers allow us to rectify this issue in her behalf. Today we have emailed and we have also contacted this customer over the phone to finalize the payment (We couldn’t reach her so we left a message). We have built the items that she has requested according to her specifications and we have shipped them to our distribution center in NY. All we need to do , is finalize the payment for the additional items and we will release the shipping hold and send out the items to the customer.In addition to this , we will provide the customer with an unique coupon code that will take 70% off any non-sale item on our website.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have not resolved this dispute with Monogram Hub. I am waiting for a phone call from them in response to an email I sent this morning. This is in reply to an email from them which I received this morning asking what time they should call me. I replied that, today before 1:15 or after 4:00, would be good. On Jan. [redacted] @ 3:17 I received an e-mail saying they would call in a few minutes. They called several times within 2 hours. They spoke to a household member who said I wasn't home and asked for a tel.# where I could reach them. She was told there was no contact tel.# and they would call again later. I waited for the rest of the day but received no call. They made an attempt another day but I wasn't home. I sent another email giving them my address again and telling them I'd pay by credit card and how I could proceed with this process. So, I'm now waiting for a phone call. I'm trying to work with them but communication is difficult when you can't contact them by phone. I feel I'm being patient but this is so frustrating. [redacted]

Business

Response:

We have managed to successfully establish contact today.All issues will be resolved and we will release items ASAP.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

[redacted] This acceptance is contingent on receiving the merchandise.

Review: I ordered a necklace from MonogramHub.com on Dec. **, 2014 and have yet to receive my order or have any update on the status of my order. I have reached out a total of three times to check the status of my order and have not received a single reply or assistance in regards to the status of my order.Desired Settlement: I would like to have my order delivered ASAP.

Business

Response:

In response to the customer’s complaint:The order was placed on December the [redacted], well past the official cutoff date that we had published on our site.All customers were notified that the orders placed after December the [redacted] will be pushed back to the last days of December or the beginning of January, thusallowing the holiday orders to be pushed through. This customers order is being produced as we speak, this customer is currently interacting with our customersupport team, which has informed him that his order is in fact still being produced . Monogramhub.com's items are handmade and most of them require 2 to 3 weeks ofproduction time before we ship the item out. We are still manufacturing the customer’s item and we will be shipping as soon as the build is complete.Monogramhub.com aims for customer satisfaction, and we do understand that the period of time that this customer has been waiting for is quite large. Which is why we are prepared to offer an unique 70%off coupon for the purchase of any item for our site , as a fulfillment for this extended waiting period and disappointing 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.However, there was no communication that my order could take longer than the 2-3 week shipping period mentioned in their response (see below) nor does it excuse or explain the lack of response after my multiple inquires."This email is to confirm the receipt of your recent order from MonogramHub.com. Please keep in mind that for personalized orders the estimated shipping time is 2-3 weeks."

Sincerely,

Review: I have been attempting via email and through the contact us form on the monogramhub website to inquire about my christmas present to my wife I ordered on 12/**. I have never been responded to and when I attempt the link they sent to me verifying my order and to track order status it shows nothing is being processed. Order Date: 12/**/2014

Order Number: MonogramHub-[redacted]

Here is the link they sent me to verify my order: This email is to confirm the receipt of your recent order from MonogramHub.com. Please keep in mind that for personalized orders the estimated shipping time is 2-3 weeks.

You can always find out the current status of your order by going to [redacted] Date Fri Dec ** 07:33:11 PST 2014

Ship to [redacted] US United States [redacted] Bill to Same

betaTOS yes

E-Mail [redacted] (emailed)

Via [redacted] First class mail

Payment MasterCard

Comments got it from groupon

Name Code Qty Each Options

--------------------------------------------------------------------------------...⇄ />
Mother's Necklace w/ MP71120-1-SS 1 144.99 Chain size = 18"

Heart Shape Birthstone Chain type = Longer Lasting Heavier

Charm Rollo Chain (+$15.00)

Enter Birth Stone 1 = Jun

Enter Birth Stone 2 = May

Enter Birth Stone 3 = Please Select

Enter Birth Stone 4 = Please Select

Enter Birth Stone 5 = Please Select

Enter Birth Stone 6 = Please Select

Metal Selection = Sterling Silver

Select Number of Pendants = 2

Pendants (+$10.00)

Enter

name 1 = Liam

Enter

name 2 = Brogan

Subtotal 144.99

Coupon discount -129.99

(gp1202bumheaxd)

Subtotal 15.00

Shipping 0.00

Tax 0.00

Total 15.00

© 2015 Microsoft Terms Privacy & cookies Developers English (United States)Desired Settlement: my time emailing them to inquire is worth what I am paying and then some. Finish the job and credit my card.

Thank you.

Business

Response:

In regards to the complaint filed by [redacted]:We 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.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 cutoff date for customers who used coupons for specific items, from specific deal sites was on December [redacted]. This means that the item is still in the final stages of the manufacturing process, to be more detailed (The item is being polished) this is the reason why we have not generated a tracking number for it as of yet. Turnaround time for items like these is 2-3 weeks , we will expedite the construction of this item , in order for us to create the possibility for this customer to receive this item at an earlier date.Once again, We apologize for any inconveniences and our delayed response time.Regards,

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 is at least in process.

Sincerely,

Review: On January **, 2014, I purchased a solid 10k gold necklace online from [redacted] for $250. In my purchase details, I had ordered a 16" chain on the necklace. When I received the necklace, it was an 18" chain. I emailed the company of the issue and received an email asking me to ship the necklace back and they would send me a new necklace. I asked whether I would have to pay for the shipping charges, and I received a response back saying that yes, I would be responsible for the shipping charges. I wrote back to them to state that I don't think I should be responsible for the shipping charges and asked for a full refund as I was disappointed with the service at this point. At that point, the customer service representative stated that she had spoken with her [redacted] and said I could keep the necklace I had received and they would send me a new one with the correct chain length. This email made me question the authenticity of the 10K gold necklace that I had purchased and therefore asked for a refund and I would send the necklace back. On March *, 2014, a new customer representative [redacted] then emailed me apologizing and stating that the necklace was 10k gold and I should send it back to them (they would pay the shipping costs) and they would send me another/correct one. On March **, 2014, I sent the [redacted] an email asking why there was no longer any 10K gold necklaces on their website (all of the necklaces were gold plated over silver). On March **, 2014, I sent a follow-up email to the [redacted] asking him to respond to my March **, 2014 email. I then sent additional follow-up emails on March **, March **, April *, and April * (in the emails I left a daytime phone number to be contacted at). In addition, I have left the company two voicemails asking someone to contact me regarding my purchase. At this point, I would like a full refund on my purchase as I question the 10k solid gold quality of the necklace given the lack of response to my communication and very poor customer service. My order number is [redacted] and product code is [redacted].Desired Settlement: Refund for the full purchase price of the necklace ($254 US) plus shipping costs for me to return the necklace I received.

Business

Response:

We will process the refund as soon as the necklace is back in our possession. We will also pay for the shipment cost as well. We only ask for our customer to please pay for the shipment back to us and to then provide us with the cost for the shipping and tracking number and we will send her a payment for that amount without a problem.

For the record all of our 10K Gold jewelry is authentic. We have been making some changes on our websites that may have led our customer to think that we have removed our 10K Gold jewelry item from our page. You can see the option to upgrade to 10K Gold on the metal selection drop down menu.

With respect to informing our customer that she can keep the item. The representative that assisted our customer failed to inform the [redacted] that the order was for a 10K Gold necklace. In good faith the [redacted] wanted to make things right for the customer and offered the customer to remain with the necklace under the impression that it was a sterling silver necklace not a 10K Gold necklace.

Moving forward we will do everything that is necessary to make things right with our customer and honor her refund request.

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: In September 2014 I purchased 2 vouchers on Groupon to buy pendants with names on them. I placed 2 orders on September [redacted]. The goods were shipped from [redacted] to [redacted] on October [redacted]. The first envelope arrived with the necklace and pendant as ordered. The second one did not have the necklace with it, which I had paid more for to get a longer length! On October [redacted] I sent an email to the company indicating the error in shipping. On October [redacted] they responded that they would look after this ASAP and that it was there error and I would not be paying further for the short shipment. On November [redacted] I sent a further email asking where the necklace was as it was a Christmas gift. On December [redacted] they responded indicating they would need 24-48 hours to research this. On December [redacted] they said the necklace was in production and it would be shipped in 1-2 weeks. It was just before Christmas and still no necklace. I went online and found their number and left my name and a message regarding the above. They wanted 48 hours to respond to the calls - yet I am still waiting for a call and my daughter did not get her Christmas gift. I think this type of service is awful and I will be posting on social media the type of customer service this company DOES NOT OFFER.Desired Settlement: The groupon coupon cost me $15 US, I had to pay further shipping and added $10 to get a longer necklace than included in the Groupon offer.

With this terrible service and the fact a child did not get their gift I would think it fair that they return my money for LACK of any service and that they send the necklace as a gesture of good will.

I am just so disappointed with the lack of 2 way communication. They put disclaimers on-line and on their phone message to allow them time to resolve the issue. As a consumer I gave them that - but now it is not a disclaimer but an outright lie. They do not respond within 2 weeks or more. Not acceptable.

Business

Response:

In regards to the issue described by our customer [redacted] .Despite the fact that we have made multiple attempts to communicate to our customers that due to the holiday rush our customer service response time has increased , Still this doesn't justify the fact that the customer was indeed expecting the item for a special day and never received it .The customer expressed their concern well over month 1/2 ago , in order for us to conduct a proper investigation we had to get in touch with 2 post offices , the one in [redacted] and the one in [redacted] or [redacted] , Please understand that this takes time and during a holiday rush , it is nothing but expected that all services experience lag in response time. Without receiving a response from anyone , we decided to issue a remake on behalf of the customer , rebuilt the item and shipped it on December the [redacted] . Here's the tracking number : [redacted] according to [redacted] it was delivered on December the [redacted]. The day before Christmas. As soon as we noticed that we made the deadline , the customers case was permanently closed.At this point we have issued a credit on the customers behalf for the 15 dollars paid in excess as a concept of the extended chain and shipping cost that where paid for the original item. If by any chance the customer receives the original item , there is no need to return it.We hope that this resolution fulfills the customers request. At the same time , we would also offer a 70% OFF coupon discount for a future purchase of a non-sale item.Ultimately , MonogramHub.com apologizes for this distasteful experience during such a special time of year.

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 recognize that Christmas is a busy time, but, my order was places well before the rush. Resolution of this should have occurred in October! They have sent a credit to my paypal for the $15 I paid groupin, but I paid a further amount for the longer chain,At this point I honestly question their customer service! They seem to have an excuse for December..but I'df you are going to sell for Christmas be ready for it. I continue to get emails from this business to buy more....yet they seem incapable of handling errors!not sure where to go from here, but will not buy nor recommend this business"

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

Sincerely,

I have been trying to get information in regards to my order since I purchased on black friday. I cannot get any info on my order number or tracking number. I've been trying to get in contact with someone for at least two weeks. Do not buy anything from them no matter how nice it looks. Literally ordered on black Friday and my two besr friends are not going to have gifts for xmas. Really really annoyed.

Review: Good Evening,

This is now my 9th attempt to contact Monogramhub. On 12/**/2014 I purchased an item with a [redacted]. Upon checking out, I was not given a checkout price, nor was the item quantity shown. Upon reading the confirmation receipt today, I noticed that I was charged for another necklace, one which I did not intend to purchase, or was even made aware of purchasing for that matter. I have now sent in a request to contact via the company's Web Site, followed by several voicemails and emails, and have yet to receive a response. If I could speak to a representative, or have one contact me either through my email or at my phone number, I would greatly appreciate that. I would like to remain a customer and simply want this issue resolved. I have no been unfairly charged $129 for a duplicate item, which I did not intend to purchase, and it has been 6 days since my initial contact without reply. Their Web Site lists no phone number, simply a comment box, which they claim they will respond to within 24 hours, however, have yet to do so. Their only phone number go straight to voicemail after the voice message claims that they are too busy assisting other customers, to which they also do not reply. Thank you.

Sent from my iPhoneDesired Settlement: I simply would like a phone call to discuss the false and duplicate charge. I would like to keep the initial charge and simply would like the duplicate charge to be removed.

Business

Response:

I regards to the issue described by our customer [redacted].The customer ordered on December the [redacted] . We have made multiple attempts to communicate to our customers that due to the holiday rush our customer service response time has increased , nonetheless issue like this one should be addressed immediately. Thanks to this justified complaint we where able to locate the customers order and determined that this order was in fact a duplicate order , we have credited the excess charge back to the customer and removed the repeated item. The customers original order will continue its regular process and re-peat item will not be sent.We apologize for the delayed response , and we thank [redacted] for his patience and understanding.

Review: I purchase a Voucher through [redacted] for MonogramHub only because it was ADVERTISED to be "Guarenteed" for Delivery by Mother's Day. The fine print said "Must be redeemed by May *, 2015 to receive by May **, 2015 (Mother's Day)." I made my purchase on Apr **, 2015- well before the cut off. I contacted MonogramHub on 5/*/15 as my order was still not showing a Tracking number. They responded on the [redacted] that my order had not been shipped. I responded 'so it will not arrive on time as promised?' The next day they replied: "Upon thorough review of the situation , we determined that your order fell through the cut-off day filters and unfortunately did not ship before Mother's Day. Because of this serious oversight, we are going to provide you with and exclusive coupon code that will give 70% off any future purchase." I responded that I did not want a 70% discount on a future order, I wanted my item to be delivered ON TIME, as Guaranteed & if they would send it by overnight mail,

Saturday delivery, it would still make it ON TIME since it is now Friday the [redacted]. The weekend & Mothers Day came & went.. I emailed them on Monday asking why I still do not have it & why didn't anyone reply to my email Friday or even Saturday about overnighting it to me. Response was another offer of 70% off a future order, which I replied, we'd been through this, I do not want that, I won't be purchasing from you. I want a Refund. They responded " Your order has been shipped already. Please click on the first link below for more detailed information." My response, I checked yesterday & the tracking said it was scheduled to be delivered Yesterday & now it says it should be delivered today... I want a refund for failing to deliver as advertised...their Response: You'll have to go to [redacted] for the Refund. I responded that I spoke with [redacted] on Friday & they told me I had to get a Refund from the merchant & there shouldn't be any problem since it was Guaranteed by the [redacted]. It appears they have now reassigned my ticket #[redacted] to another person at MonogramHub.

I called [redacted] back again today & they agreed to refund me & will contact the Merchant for my troubles & getting the run around, since this was my first purchase from their site, they have had many complaints from this Merchant & I still have no idea where the necklace is.Desired Settlement: Refund and Delivery. It appears this company has had many complaints in the past, I wish I had researched it further before making my purchase. I assumed since a repitable company was advertising on behalf of this Merchant, there wouldn't be any problems. I see now my error in judgment. It appears I am not the only person they had failed in the past to make good on a Guaranteed delivery time. If they cannot do as they say, they shouldn't advertise it PERIOD since it is a serious flaw in their company. Nobody wants to hear at the last minute (before a holiday) that a gift will not make it on time...especially when the consumer has to ask the status as this company doesn't bother to notify you if there is a delay OR try to correct the problem w/an alternative like OVERNIGHT MAIL to ensure their Guarantee is legit.

Business

Response:

In response to the customer’s complaint, regarding the delivery of her item: This is the main reason why companies have customer service departments, to handle situations like this one. Out of more than 50,000 orders delivered for mother’s day, it is expected to have small amount that are bound to fail. For this we take full responsibility and at the same time express our apologies to the customer. For this reason we consider that the customer’s request for desired settlement is understandable and valid, we will ship the customer’s item and at the same time we will grant a full refund for the amounts paid for the coupon.The quality of a company is measured by their level of customer service that is presented whenever situations like these occur. We care for our customers and we will make every effort to ensure that they are satisfied.One of our agents will be getting in touch with the customer through our regular support channel and request all pertinent information regarding refund methods.We will take the customer’s feedback and apply it to good use.

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:

Regarding their comment: One of our agents will be getting in touch with the customer through our regular support channel and request all pertinent information regarding refund methods.Their agent emailed me over a week ago asking for my email address, since then nothing has happened.

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

Sincerely,

Business

Response:

In response to the customer’s complaint: The customer emailed us expressing her concerns with the delivery time of her item.She contacted the deal site, the deal site forwarded back to us. We un-redeemed the coupon then she was instructed to con contact the deal site (now that the coupon is unredeemed). The customer gets to keep the item as promised and she was refunded by the deal site on 5-**-2015.

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 monogrammed bracelets that the site promised to be delivered by Christmas. The product came in the day after Christmas. One bracelet was totally scratched up and had a random black etched mark that was not part of the monogram. Also one letter of the monogram totally looked like a different letter (which I would have lived with if it hadn't been all scratched up). The other bracelet had only minor scratches which you had to look to find. Since that was a gift and it was already late, I am going ahead and giving it. The badly scratched one is for myself and is very noticeable.

I sent an email about it the day of receipt, and they immediately asked for a picture which I immediately sent. Since then, no one has gotten back with me after 3 other emails. There is NO number associated with this company, and after looking for it, I came upon NUMEROUS complaints of the same or similar nature online.

SO, the order didn't arrive as promised, both were damaged (but only one I definitely want to return), and they will NOT respond.Desired Settlement: Refund for original form of payment. Do not desire replacement.

Business

Response:

I regards to the issue described by our customer [redacted].The customer ordered on December the [redacted] and we delivered on the [redacted]. There was clear evidence that the item was damaged during shipping . The item contains a laser engraved Plate that has a design in the center. The customer claims to being ignored by our customer service department , when we are in fact interacting with her and offering multiple options to make up for the items state after shipping through our customer service portal. Despite the fact that we have made multiple attempts to communicate to our customers that due to the holiday rush our customer service response time has increased , we responded to this customer 3 days after she received her item, so far we have offered to send a preview of the monogram that the customer is going to get so she can approve of it , once it is approved we are going to remake the bracelet for the customer and she doesn't need to return the original . The customer may keep the bracelet , approve the art for the new style and once she does we will ship it express and at no cost for the customer.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 not liking it , therefore we are more that whiling to re-issue the item to ensure customer satisfaction.At the moment we are currently awaiting a response from the customer in terms of our initial offer. This customer has not being abandoned or ignored by our customer service team in any way shape or form. This items are handmade and personalized It would only be fair if we are allowed rectify the issue be building and item that fits the customers need.

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]First of all, it is absolutely not even possible that the bracelet was damaged after it was shipped. It was carefully packaged in a jewelry box with protection and also in a padded envelope. Second of all there has only been ONE option given to me, and that was after my request several times to send the bracelet back and get a refund. Why would I want to keep a botched product that I won't even wear??? Plus I'm so frustrated and told them so, that I don't want another one. But they are giving me NO other option, so I went ahead and agreed. I don't want the bracelet but I am sick of messing with these people who are obviously not telling the truth. I was ignored for 3 days after sending the requested picture. And then after I said that I would contact the Revdex.com, I heard from them. They stated that they hadn't even gotten the picture so I sent it twice more....the same way....and checked my sent box where it had been sent 3 days before.Again, I would prefer NOT to get another bracelet but am afraid that I'll never get my refund. I would never expect to return anything that was special made if it hadn't been damaged - and it was definitely BEFORE the item was shipped. You can obviously see where the engraver scratched the disk where it was being held to engrave it. There were no options here except to say that I am totally satisfied and the issue has been resolved or to say that is hasn't. I'm not willing to say that it has been resolved until I either am able to send the product back and get a refund or I have the undamaged product in my hand. I am not trusting at this point for 2 reasons - first because of the obvious untruth about the item being damaged after shipping, and two because of all the complaints that I have seen online about this company.

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

Sincerely,

Business

Response:

As a company we will stand by our product and customers. We are rebuilding the product for this customer and at the same time we are interacting through our customer service email portal , sending proposed arts so the customer can approve and once she does we will dispatch the new item . Our response time has been delayed due to the holidays , nonetheless , We are make all efforts to ensure customer satisfaction. We are not requiring the old item to be returned , and yet we will still issue the item , with a new design. The sipping process is very complicated to explain through these channels , how the item moves from the factory to the distribution center, then from the distribution center to the customer , these are 3 separate locations which means that there is room for damage or human error at any point . It is not our interest to continue a debate and explain in detail how can the shipping process damage the item , the bottom line is that we need to respond to this situation . This is the very reason why companies have a customer service department , to take care of things that go wrong. We apologize for this dissatisfying experience and will fulfill our customer as soon as possible. We have sent the proposed art and we are now awaiting for the customers approval.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I ordered a personalized name plate necklace from this company in May 2014. I received the original necklace in June 2014; when I opened the package, I noticed that the letter "C" looked like an 'e'. I called and left a detailed voicemail explaining what was going on and received an email from [redacted]. We emailed back and forth and I sent her a picture of the defective necklace and she eventually showed me a mock up of what the new necklace would look like. I told her that was great and that I would send the defective necklace back in order to exchange for the new one. Fast forward to August of 2014, I email them to see if they have received the necklace and they didnt respond. I emailed again in September and they didnt respond back until October stating that they were sorry and would expedite the order. Since October I have been calling and emailing them stating that I have yet to receive the new necklace. It is now December 2014 and I have yet to hear back from anyone, despite continued calls and emails. I still do not have the new necklaceDesired Settlement: I ultimately would like my new, corrected necklace. This has been a 6 month process and despite calls and emails being sent, I feel ignored. Despite the outcome, I wont be purchasing from this company again. I just want my necklace fixed or a refund if that is not possible.

Business

Response:

In reference to the issue reported by our customer [redacted] .We would like to report that in fact we have been interacting with her back and forward with this issue. We would also like to point out that in ([redacted], ** Aug at [redacted])about 4 months ago , the customer acknowledged the fact that her response was (Quote) ''extremely late'' which partially discharges our customer service department of the delayed times that where experienced in this issue.The customer did in fact return the rejected customized piece back to us . Unfortunately , since the response came in delay our system automatically closes ticket that do not have an interaction for an X period of time , that plus the holly-day peak season , caused our customer service team to overlook this issue.For this we are responsible , and in a full effort to resolve this issue in a manner that the customer would approve , we have issued and expedited rebuild order on behalf of this customer with the approved design that we showed her back then on our email samples. We will proceed immediately and we will try to get the item 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:

In response to the aforementioned email sent on Aug ** at [redacted] and the comment about it partially discharges your responsibility, as well as the automatically closing of my ticket after not having interaction for X period of time: I'm wondering why this wasn't stated in the email you all sent me on Oct [redacted] at [redacted], directly stating: Hi [redacted].We apologize for the delay in the response. I'd like to inform you that we received your item and now we're going to proceed to expedite your remake.Regards.This issue will be resolved once I receive the corrected item.

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

Sincerely,

Business

Response:

ONCE MORE : In a full effort to resolve this issue in a manner that the customer would approve , we have issued and expedited rebuild order on 12-**-2014 on behalf of this customer with the approved design that we showed her back then on our email samples. We will proceed immediately and we will try to get the item before Christmas.UPDATE:The Item has shipped today [redacted] , [redacted] 2014. It is on its way to our distribution center in ** and from there it will be shipped to you address . The piece will arrive before Christmas.We are fulfilling our obligations as manufacturers of the item by Re-making and Re-Shipping the piece with the approved specs to the customer.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I purchased a groupon for monogramhub.com. I went to place my order making sure to follow the instructions with the groupon coupon code. I entered the code and customized my necklaces and was then taken to the next page to provide billing and shipping information. I entered this information and hit submit. A red bar appeared at the top of the screen informing me that I couldn't use my coupon code more than once and that the order did not process. Since I hadn't used the coupon yet I emailed the company regarding the issue. I then went to my bank account and saw that monogramhub had charged me twice, once for the groupon amount of $19.95 but also for the full amount of the product totaling $154.92. I know that the order did not process so I am unsure how they were able to charge my account TWICE. I have contacted my bank but they couldn't stop payment because it was already processing. I contacted groupon and they refunded my 19.95. I would like this company to refund the $154.92 on my account.Desired Settlement: I would like this company to refund the $154.92 on my account.

Business

Response:

We are responding to our customer’s complaint.This error appears when a customer’s attempts to use a coupon code with an incorrect item.The coupon code doesn’t work and the customer gets charged. If indeed the customer got charge we need order numbers, coupon codes or reference numbers in an effort to get the charges reversed.The customer emailed us 2 days ago and we already have a Revdex.com complaint oriented towards this problem. The customer needs to allow more time for our representatives to get to him/her and effectively fix this problem.We have emailed this customer directly requesting this information; once we get it we will proceed and refund the customer (if we indeed charged the customer). We advise the customer to please respond to the email that we have sent him/her and we will proceed immediately.

Review: I placed an order after buying a Groupon for a necklace. The order was placed on November **, 2015. It stated that the delivery time was 2 - 3 weeks. I checked on December **, 2015 because I needed the necklace for a Christmas party that was being held on December **, 2015. The website stated that my order was delayed. I NEVER received an email or phone call stating this. So, I sent an email that to this date December **, 2015 has still been unanswered. I still do NOT have the necklace, so I had to go and purchase another gift. Now, I really don't need the gift as it was a "name drawing" type gift. So angry with this company.Desired Settlement: I would like to be refunded the amount of my [redacted] and shipping for the item.

Business

Response:

The customer’s complaint is 100% valid. We care for our customers and we are a responsible company. The customer’s order fell through the cracks of our Christmas operations and we failed to deliver on time. We are willing to provide the customers desired settlement and at the same time we would like to compensate for this terrible set back. We will be emailing this customer an unique coupon code. This code will take away 80% of the total cost of any non-sale item on our website.

Review: ON 12/**/15 I ordered a necklace from MonogramHub.com and shortly afterwards received a confirmation email stating that it would be delivered in 2-3 weeks. When I hadn't received it by 1/**/16, I emailed the company. On 1/**/16 they said they attempted delivery but they had an incorrect address (which was not true), but I added a floor number so that delivery would be easier. On 1/**/16 they told me they informed [redacted] that they updated the address. I again followed up on 2/*/16 that the tracking number they had given me was invalid. They responded that the order was sent out on 1/**/16 but there was no traceable tracking number and to please allow more time. I again followed up on 2/**/16 that the necklace still had not been delivered and requested a refund, and they responded "thank you for your patience. It shows that's on the way, because , it was shipped out on 1/**/16, so it should have received by now".

So I again followed up on 2/**/16 stating that I wanted my purchase or a refund. They responded at that time that they have filed a compliant with the [redacted] and that delivery is out of their control.

It has been nearly 2 months and I still don't have my order.Desired Settlement: I am requesting a full refund for the necklace I ordered.

Business

Response:

Review: I ordered a necklace from this company on December **, 2014. I received a confirmation email telling me that the necklace would be delivered within 2-3 weeks. There was no tracking provided for the order. After three weeks expired, I contacted them requesting information on the status of my order. I have received no response from them and it has been well over three weeks. There is also no contact number for the company, only an online contact form.Desired Settlement: I would like the necklace to be delivered. If the necklace does not come by the end of January, however, I would like a full refund from the company and a letter of apology.

Business

Response:

In response to the customers complaint.During the holiday season we published a message on our website, In which we specified that all orders placed after December the 6th will be processed after the holidays. The customer’s order was placed on December the [redacted] , which means in this case that the items production started in December [redacted] . We have built the customers item according to his specifications and unique personalization’s. The item will ship out today from our distribution center. At that point we will send customer an email with the tracking number for that item. When the customer placed the order it was acknowledged that all sales are final and that we needed 2-3 weeks to produce the item. If the order started production on December the [redacted] that would mean that we are within the compromised time of production.Communications and our response times increased during the holiday rush , due to the large amounts of emails that we’ve received. Our interest is that our customers remain happy.As a compensation for this issue we will provide the customer with an unique 70% off coupon that is valid for any item on our site.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

No customer service. No update for my tracking since I ordered it. No response from tons of email we sent. I hope they will stop their business instead of scamming good online shoppers who are trying to buy stuff for their loved ones. Horrible!