Monogram Hub, Inc.

Review: I placed an order with Monogramhub.com for a personalized necklace. The first necklace I received was COMPLETELY different from what I ordered so I emailed them (no phone # provided) and they made me return the necklace, at MY cost to replace it. The second necklace I received turned from "rose gold" to black in a matter of a few weeks. Again, I emailed them to complain. They responded via email and asked me to submit a return form with the necklace for repair. This also had to be sent at MY cost. It has now been 3 months and despite my many emails to them, they will not respond and the necklace has never been returned to me. So essentially I paid them for a necklace I do not have.Desired Settlement: This "company" should acknowledge their customers' attempts at correspondence and provide them with the goods that were paid for or provide them with a refund. Non-communication is NOT AN OPTION.

Business

Response:

Good morning Sirs !

Please be advised that we have contacted our customer and she agreed to receive a brand new necklace from our end totally free of charges. Besides, we have provided the customer of a 70% Off Discount coupon for a next purchase, as compensation for all the inconveniences customer may had.

Best regards,

Review: I used a Groupon/Voucher for $20 to order a baby bracelet,they ended up charging my card $72.and processing two baby bracelets instead of one,I have sent numerous emails and have called numerous times and have yet to get a response it has been a week already and I have heard nothing and now I'm short $72.Desired Settlement: I still would like to receive the baby bracelet but I want my $72 back that I was charged for.

Business

Response:

We would like to apologize to [redacted]. Middle of November through the end of Decemberis our busiest time of the year and we are not meeting our goal of answering customersinquires in forty-eight hours. We have researched the complaint. What we found was that during the shopping and checks out process [redacted] selectedand checked out with two items in her cart. The discount voucher she used was applied and she was only charged for the second item on the order. We answer all inquires in the order they are received. On December **, 2014 our customer service department was in contact with [redacted]. The amount charged to her was refunded in full and one item was deleted from her order. She will still receive the one item redeemed with the discount voucher. At MonogramHub.com, we take pride in ensuring our customer’s satisfaction. We deeply value your relationship withMonogramhub.com and are committed to providing you with the highest level of service simply because ourcustomers deserve the very best.

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,

Do not use this company! I received an email saying my order was shipped but the tracking number provided was not valid nor have I received my item yet. It's been a week since I received the email saying it was sent first class mail.

My experience with has been a nightmare. I ordered a necklace on April **, 2015, and I am still waiting for my order to go through. There is no customer service phone number and all correspondences are via email. If I could have called, my issue would have been resolved almost 8 months ago. The email thread just keeps saying we tried to contact me when I have only missed 1 of their call backs, I never received any other phone calls. This company is unprofessional, and unorganized. They have also charged me more money at the time of checkout then what the email said I owed. It was a horrific experience and I will never recommend this company to anyone, ever.

I ordered a necklace on December *, 2015 for my mom for Christmas. The issue they need to work on communication with the customer. They send out a email letting you know that your order was received with an order #. You can then go to the website and use the order # to see the status. AWESOME except that it gives you a tracking # that is no good, An email is sent letting you know that your order has shipped with no tracking #. After 2 emails inquiring about the tracking # I was finally responded to with an explanation and an apology the day the necklace arrived.

The Great, the necklace is beautiful and well worth the wait. I will chalk the issues to growing pains and Holiday stress. As promised on the website I got my necklace within 3 weeks. I will be ordering again.

Review: I purchased two rings from the company's website. I received the rings, however they were completely incorrect. I ordered the rings on September**, 2014. I immediately called the company, and they issued me an EMAIL response from [redacted], a customer service representative. I followed her instructions on how to exchange the item for the items that I ordered. I have sent her one return email. I have called the company on two separate occasions to follow up. I have sent the company an email via their online communication system. They have failed to make any return communication to me. At this point, I feel that they have stolen $20 from me. I have paid them for a product/service and I have not received anything but a huge hassle from them. Please help!Desired Settlement: At this point, with a two month delay - this company should not only refund my $20, but they should also provide me with the merchandise that I have been waiting to receive.

Business

Response:

The customers first attempt to contact us was on [redacted], * Oct at [redacted] via Phone .Shortly after , This customer reported 12 days ago ([redacted], ** Nov at [redacted]) via Email for which we replied 5 days after ([redacted], ** Nov at [redacted]) through the customer service ticket ID # [redacted].We explained to the customer that we where backed up due to an exceptional amount of special request and customized orders. On that day we issued an expedite remake order on the customer behalf and 2 new items started being built in our factory. (we have the correspondence on Record.) Beyond this point , the customer never replied expressing neither acceptance nor refusal for the proposed solution.Both pieces where sent last [redacted] from our factory to our distribution center , the where built in an expedite fashion and they will be shipped out today. Unfortunately we couldn't ship them earlier because of the holidays , otherwise the customer would have received them already.We regret the fact that this customer has felt unattended , We have effectively exhausted every attempt ensure our customer satisfaction by re-issuing the pieces that where ordered with the specifications that our customer requested. Monogramhub customer service stands and supports products and return policy's. That being said , our policies states that all sales are final , therefore a full refund cannot be issued since this pieces are personalized. In these circumstances , the agreement binds us to re-issue the piece in a manner that will fulfill the customer expectations and initial specifications .

Review: I placed an order for a name place bracelet from Monogram Hub on 12/**/2015. The website advised shipping time was 2-3 weeks. I was not updated on my order until I reached out multiple times by email, which took several days to receive responses. My order did not arrive until the beginning of this month (February), approximately 6 weeks after I placed my order.

Once my order arrived, I discovered it was made of extremely cheap material. They advertise this item for $119 or so and yet the bracelet is made of cheap wire that I could by for $5 at the craft store. I am beyond disappointed with the false advertising on both the quality of the product and the shipment time.Desired Settlement: I would like a refund of the monies paid for a product that is not the quality advertised and was delivered well outside the expected delivery time.

Business

Response:

We built and shipped these items according to the customer’s specs.The item was shipped on February second. The order was placed on December the [redacted].This was well passed the cutoff date for Christmas. These orders initiated production after December the [redacted]. It took 4 weeks for the order to be completed, instead of our usual 2-3 weeks. We emailed the customer and explained that that due to the Christmas high volume his order would be delayed (this email was sent on January [redacted]).We do not provide full refunds for delayed shipping, especially after we announced that all orders placed after November ** would be delayed. The customer has not replied to our emails and did not complaint about the quality of this item until these recent dates.

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:

MonogramHub did not withhold their end of the contract of my purchase. I was advised shipping would be 2-3 weeks (please note I am well aware I would not get it by Christmas - that was never my intention as they stated in their reply). It was not until over 4 weeks after my purchase that they emailed be about the delay, and that was only when I emailed requesting an update. At that time, I was advised my order was marked "high priority" and that my order was in the final stages of production. I attempted to email about the delay again several times, however my emails did not go through due to a personal email account problem. At no point in this process was an accurate tracking number provided to me once the order was shipped.Regarding the quality of the product, I certainly feel scammed. The pricing made me anticipate a much nicer product. I will certainly never recommend this company or use them again. What a shame.And, lastly, I would like to add a complaint of spamming my emails. I have unsubscribed twice from their emails and continue to get them daily. It has been over two weeks since my first unsubscribe attempt. Overall, this is a horrible customer experience.

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

Sincerely,

Business

Response:

We are sorry to hear that you are not satisfied with your items. This is actually the first we have ever heard back from you since January [redacted]. Our customer service department responded to your email inquiring about the order status. That was the last we heard from the customer. We did not have any further communication regarding this issue. This item is one of our best sellers, if for any reason the customer is not satisfied with the quality, please email our customer service department.We have protocols and procedures design to take care of these issues.Please fix whatever technical support related problem you might have with your email service and contact us. We will be more than happy to assist.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and the matter has been resolved.

Sincerely,

Review: 30 days since order and is still not processed - should have received merchandise by now

Business

Response:

This customer is being assisted by one of our representatives.There was a billing related issue. Once this is taken care of we will expedite the customers item.We will have a manager call this customer in 24 hours.

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: This is concerning order number [redacted] with Monogram Hub. This order was placed and paid for on 2/*/2015. This is for a name necklace. The website didn't give me an option to choose which name I wanted on the necklace so I emailed the company right away. They got back to me within the hour asking me for the name that I wanted on the necklace, and again, I emailed them back right away confirming the name. There was no delay in me getting them the information that they needed. I'm disclosing this information because based on all the other complaints for them on the Revdex.com, they seem to have a ton of excuses for their slow shipping. It is now 3/**/2015 and I haven't received any shipment information on this order. I have emailed this company 4 times and also left a message with them to find out the shipment status. I haven't heard back from anyone. They do not have an actual number that you can call to speak with a live person, so customers are obligated to just leave a message. They also do not have an order status section on their website so a customer can check on the status themselves. This company literally leaves you in a position where you are just waiting and waiting and waiting to hear back from someone. All of the complaints that I read on here, I'm sure, are warranted. If this company wants to improve they either need to increase their employees to work on production or hire more customer service employees to get back to their companies. Because of this situation that is happening, I will never do business with these people again. I can't believe that with all of the complaints on the Revdex.com website for them that they still haven't cleaned up their act. They seriously need to learn how to run a business.Desired Settlement: I want this order delivered ASAP and I REFUSE to pay for shipping. Waiving the shipping fee is the least they could do. I paid for this product and the shipping with the assumption that the product would be delivered sooner and it hasn't. I repeat, I refuse to pay for shipping.

Also, I had let one of the customer service reps know previously that I want the order shipped to a different address. I changed this address because this is a gift and I now want it mailed to that person directly. They have been waiting long enough for this gift from me. I don't trust this company enough to honor my shipment address change, so the address I want it shipped to is [redacted]

Business

Response:

In response to the customer’s complaint.The order was placed on the [redacted]; In the event that everything is done correctly it would normally take 2-3 weeks for the order to be completed. The customer’s order was placed incomplete; however the customer did provide the information that was missing. At that moment we where prioritizing the orders that where due for Valentine’s Day. The customer’s order was placed on a separate list for order that would be processed after the cut of day for this special day. Although the customer qualifies our factual reasons as excuses, This won’t change the fact that we are delayed in this delivery, it is our prerogative to choose whether we inform our customers of what’s happening with their item or not. We believe that it is good customer service to involve the client in the entire process. Our interest remains in satisfying our customer, there is no need to pay for shipping, we will re route the customers items to the address specified. We will issue the item and it will be shipping out tomorrow.As an additional compensation we will be providing a free upgrade for the customer on this item. We will change the Standard link Chain for our heavier longer lasting Rollo chain.Item will ship out tomorrow.

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.I do have one more thing to add though. What this company has said....

it is our prerogative to choose whether we inform our customers of what’s happening with their item or not. What a horrible way for a company to conduct their business. That's completely fine. It is your prerogative, but if you would like to keep customers satisfied and coming back to purchase more items, then that "motto" is something that will only hurt your company. What a terrible "motto" to go by.

Sincerely,

Review: I placed an order on [redacted] Dec [redacted] 2014 for a necklace.

The total came out to $154.99. I purchased a [redacted] voucher which takes $119.99 off of the list price for $29.00, coming out at a total of $35.00 + $29.00 for the voucher. ($64.00)

The email came with an order status link ([redacted]) which has no order status or tracking information on it.Desired Settlement: I would like my order to be delivered immediately or to be refunded in full as soon as possible.

Business

Response:

In response to the customers complaints. Monogramhub.com experienced severe delays back in December from terrible weather conditions to a system failure that caused us to change email address from [redacted] to [redacted]. This transition caused many of our customers to be un attended since they were sending emails to an address that was no longer in use. We posted this information on our website to notify all customers. We are happy to report that monogramhub.com is back up fully operational with a larger staff, we have recovered from those issued and our customers are being heard and assisted in a very prompt and accurate manner. Now to touch base with your issue, we intercepted your case back in February and we shipped the item to the address that you specified. This was delivered back in February the [redacted], the tracking information and delivery date report is attached to this reply.

Review: I placed order #[redacted] with Monogram Hub on December **, 2014 after purchasing a voucher via [redacted] The email confirmation sent out said "for personalized orders [which mine was] the estimated shipping time is 2-3 weeks." I inquired about the status of this order after it been 3 weeks and I inquired again after 4 weeks had passed and I never received a response, nor have I received the product or an email providing me with a confirmation of shipping, tracking number, etc.Desired Settlement: I would preferably like for this item to be delivered ASAP, otherwise I should receive a full refund. However, the delivery of this item is preferred because it was supposed to be a Christmas present.

Business

Response:

At MonogramHub.com, we take pride in ensuring our customer’ssatisfaction. Upon thorough review of the situation we show that this order wasplaced after our Christmas cut off that was posted on our website this is what extended the production time. The order shipped today under [redacted] trackingnumber [redacted] We have been late in responding to request from customers due to great Holiday demand. However a search of our system shows the first contact from [redacted] was1-**-2015. We would like to find out where and how [redacted] was contacting us. We would like to check ourprocesses and become better at offering first class customer service. We apologize that were not able to connectwith [redacted] though our system but we encourage her to please contact usthough the email that we responded to today.

Review: I bought a [redacted], for a necklace from the above mentioned company. As I did the purchase, I put in the [redacted] code, it applied and I clicked on the purchase button. Then I received the bill sent to my email address where the full price had been put down. I then contacted both companies about the problem immediatly after seeing that. [redacted] contacted me within 24 hr while other company contacted me only 4 days later. I had sent 4 messages via their website and 2 emails before I heard anything back. Hi.., My name is [redacted] and I will be happy to assist you and I do apologize if you have not heard back from us within our normal 24 hours response time. Due to an increased volume of special order inquiries we are experiencing a higher than normal customer service response time. Our records indicate that there was no coupon code used on this order. You don't need to cancel the order, you just need to give me the code so that I can apply it and refund the amount you were charged. We look forward to hearing from you soon. Customer satisfaction is our premier goal. Please inform us how we can serve you better. Sincerely,[redacted] Customer Service Representative. In my email I repeated that I wanted to cancel the order. [redacted] had refunded my purchase from them (so I do no longer have a [redacted] code to apply). I again heard nothing back. I sent 2 messages on their website and 2 emails asking them to contact me confirming the cancelation. Today, I received this email:Hi.., When you placed the order you agreed that all sales are final, if you still have the coupon code we can apply to the order and refund what you paid, the order is being produced. Customer satisfaction is our premier goal. Sincerely,Mary. I have contacted [redacted] about this, my credit card company and the company in question. I was never even allowed to cancel the item, never got a prompt response unless I sent several messages. I am being bullied and forced to "buy" this item. Calling resulted in hung up by automated msg with a full inbox.Desired Settlement: I want to cancel my purchase, not be forced to "buy" an item I do not want. I want a full refund and never have to deal with this company again.

Business

Response:

After further review of the situation andemail correspondence we have found the following. [redacted] placed an order on our website and did not use her [redacted] and she was charged the full price for the item. This is a common occurrence so our agent followed our procedure and offered to manually redeem the voucher andcredit the customer back the full amount. She also apologized for the delayed response. Due to more delayed responses the issue now has grown and [redacted] states the following in email correspondence to us. “ I have disputed the charge with my credit card company. I have also filed a complaint with the BetterBusiness Bureau and the [redacted] (which is a partnership with the [redacted]

[redacted] (FBI) and the [redacted] ([redacted] also." Complaints to these organizations are very sever and we take them seriously. We had an ongoing emailcommunication. [redacted] admits she placed the order and since she did not receive the discount, it makes sense that she did not use her voucher to check out. Before she submitted her order she checked a box agreeingto all sales being final. There was no fraud or malice on the part of Monogramhub.com. Our offer to refund thecharge to her card in full if she gives us the [redacted] Voucher still stands. Monogramhub.com feels that if [redacted] has taken all these steps at this point since we have done nothing wrong we need to let allthe complaints run their course. In this case we are only guilty of slow email response and a full voice mail system. We thank [redacted] for bringing theseissues to our attention and we will be looking at retraining of agents and into a new phone system. We have included the link to our policies below.

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.[redacted] has refunded me my purchase through them so I do not have this voucher to give. I did use it and saw the amount as zero but was billed the full amount anyway. Because of the late responses, I was not able to get in contact with anyone about this in a timely manner. Because [redacted] did reply within 24 hours, as per their policy they gave me a full refund for the code. I am now stuck between. I am out of 99.99 dollars. I tried to contact the company to tell them of this problem, perhaps it was a glitch, perhaps the code failed at the last moment, I truly gave them the benefit of the doubt. Now because they did not look into the situation, I am told I will receive a product for way more than I had originally budgeted for, whether I want it or not. I am hardly the first person to have this complain as I found out after researching reviews and seeing countless customers with the same issue. This is clearly a common issue that keeps repeating itself. I remain dissatisfied with their costumer service and forcing me to pay for a product I do not want from a company I do not want to business with, now or ever. The customer service response has been the worst I have ever dealt with, that includes my dealings with international companies from around the world. The customer is in fact not listened to, appreciated or even responded to (unless you keep sending pleading messages for some sort of communication), you are merely someone they can take money from and that is not what I imagine business to be in America. I have been forward about what would resolve this issue: a refund. Anything less will not be considered resolved in my eyes. Thank you.

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

Sincerely,

Business

Response:

As a company, Monogramhub.com has to deal with facts and has procedures in place to deal with customer complaints in a just and fair way. We feel have had made a just and fairoffer to [redacted] and she did not find it satisfactory. [redacted] has stated “I have disputed the charge with my credit card company. I have also fileda complaint with the Revdex.com and the Internet Crime Complaint Center(which is a partnership with the [redacted] ([redacted]) and the [redacted]

[redacted] ([redacted] also." By making this statement and complaints[redacted] has accused Monogramhub.com of fraud. We have done nothing fraudulentor against company policy. We continue to feel that due to the seriousness of these complaints, they must run their course. We are still willing to redeem a [redacted] Discount Voucher for [redacted] and once redeemed wewill refund her credit card. We stated and she agreed to the terms at the time of purchase. In America that is how business is done and we are honoring our end of the business agreement andwould like [redacted] to do the same. In regards to complaints by other customers, they have no foundation in this case each case. We dotake every customer complaint seriously. We respond to any customer issue that is brought to our attention. Our goal is 100% customer satisfaction but we are a business in America and we knowthat we cannot make all of our customers happy all of the time. We can only tryand do our best. We encourage dissatisfied customers to email us at [redacted]. We will do everything fair and just in our power to satisfy that customerscomplaint.

Review: I placed an order with the company on 09/**/14 for a heart pendant (order# [redacted]) that they could put a picture on. I sent the picture via e-mail on 09/**/14 asking them where to send the picture that I wanted them to put on the pendant. I got a response through their ticket # [redacted] from [redacted] saying that I could reply to the e-mail that he sent with the picture. I sent the correct picture. When I received the item on it had the incorrect picture on it. I then sent them several e-mails asking them to correct the problem. They responded with a prepaid address envelope that I did utilize to send back the item that was incorrect. This was sent out on 10/**/14. I have tried to contract them, but they have since removed the phone number from their website and aren't responding to my e-mails. I want to know where my item is and why it hasn't been completed and mailed to me.Desired Settlement: I want them to either send me what I ordered or give me a full refund

Business

Response:

Good afternoon,

Please be informed that customer was reached by one of our Customer Service Supervisors already regarding this issue. Since her Ticket was closed automatically by the system, we were unable to provide appropriated follow up to customer's complaint.

The defective necklace was received in our Distribution Center and the replacement with correct picture is in final stage of manufacturing process. Customer will receive an e-mail with new tracking information as soon as avail.

We have advised customer of all details.

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:

Per monogramhub.com they sent me an e-mail on 10/**/14 stating that I would be receiving tracking information for this item. Per the tracking on the item that I returned to them, it was received by them on (per tracking# [redacted]) this item was received by them on 10/**/14. I am confused as to why I still don't have my item. This is unacceptable. I want my item by this company and I think that I have been more than patient with them.

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

Sincerely,

Business

Response:

Greetings,

We would like to inform that the customers issue has been resolved already. Based on the desired out comes that the customer expressed , we have indeed already sent the correct product back to the customer with the requested specifications. He have also emailed the customer with the tracking number that contains additional information pertaining its location. The package left our facilities in November the [redacted] and it should be well on its way to the customers location.

Given the fact that we have fulfilled the customers request we hereby declare this issue permanently resolved.

We apologize for any inconveniences or discomforts that the customer might have endured.

regards,

Review: I have been promised the same refund for two items and have never received one. Initial contact regarding refund 01/**/2016. I have tried calling and voicemail was full. All communication has been via email. I have copied the email conversation below and removed personal/identifiable information. Total refund promised: $77.89

________________________________________________________________________________...⇄ />
Initial company response: [redacted]Desired Settlement: I would like my $77.89 back and for them to be reprimanded for the lack of communication and refusal to refund my money back though they have said twice that they would.

Business

Response:

Responding to the customers email.Today, one of our managers made an irregular effort to contact the customer over the phone.Since all of our previous attempts failed, we deemed necessary to call the customer repeatedly until we have reached a successful contact. We are grating the customers desired settlement and both orders where refunded. The Root cause for this problem was corrected and will not happen again in the future. We are also compensating the customer for this experience with a 70% off coupon code that can be used for any item on our website. This will be sent 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.

Sincerely,

Review: Monogram hub charged me a second time without my knowledge and any online receipt for $58.94Desired Settlement: I want monogramhub to withdraw the charges on my credit card.

Business

Response:

We confirm that this customer placed an order. We indeed charged the customer 8.95 for shipping cost.The 58.94 that the customer is disputing where never posted. For some reason the credit card was authorized for the full price of the item. This issue occurred on the 12 and we had it globally resolved on the [redacted]. An authorization is not a charge, an authorization is a hold issued by the card holder and maintained by the bank or CC Company.We advise the customer to please verify since this issue was already resolved. If by any chance the funds are still being held by CC company or bank we recommend to the customer to file a charge-back and we will proceed to recommend the release immediately.It is not our intention withhold funds that are not intended to be charged. However the charge back can only be issued by the card holder (meaning the customer).However , this last step may not be required since this issue was resolved already.

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 have left 5 emails via monogram hub website inquiry, 2 emails to monogram hub direct customer service email, and 2 phone calls to the telephone number listed on my invoice and have not received 1 response back. I received a bracelet from my boyfriend for Christmas from this website. I didn't have the bracelet on for 1 hour until one of the letters (M) broke. The lack of customer terrible. I have never purchased from a company that didn't stand behind their product. To say I'm a dissatisfied customer is putting it lightly.Desired Settlement: I just want a replacement for the defective merchandise I received!

Business

Response:

We apologize that [redacted]’s item has qualityissues. We want to make sure she is a satisfiedcustomer. On further review of theissue at hand we found only two contacts from [redacted]. The first one on 12-**-2014 a voice mail wereturned the call pm January *, 2015, and left a message. The second was on1-**-2015 and it was responded to on 1-**-2015. There is no excuse for the seven day lateresponse to [redacted]’s voice mail. We were still catching up with all ourholiday contacts. The second contact waswithin our standard 48 hour response time to email. The case has been assigned to a senior customer service rep thathas looked for the order and contacted [redacted] for more information. Sincethis order was a gift we are not able to find it under the information she hasprovided in the emails we have at this time. Once she has contacted us with the information needed, a new item willbe produced and expedited to her. Thisbreaks from our standard procedure of requiring a photo before we do a remakebut we want to make this right for our customer. We deeply value the relationship we have with our customersand are committed to providing them with the highest level of service simplybecause our customers deserve the very best. This case is no different. We willmake it right for [redacted].

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 told me they were going to send me a replacement expedited to me over a week ago and I have not received it. Please do not close my claim. Thank you, [redacted]

Business

Response:

In response to the customers complaint , we would like to report that we have been in touch with this customer and we have already shipped the customers item. All shipments are delayed at [redacted] , the weather conditions are not suitable for delivery but the item was indeed produced , sent and it is in the hands of [redacted].This complaint will now close , any further communications will be handled through our customer service portal , we advise the customer to email us for any future questions.Please allow more time for [redacted] to reach you.

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,

For the holidays this year, I decided to order over 10 items from this company as gifts for family and friends. I began my order process in early November, as the website states to expect 2 to 3 weeks for shipment. This sounded great due to the fact that these were Christmas gifts and that would surely have been enough time to receive them. Well, I was completely wrong!! One item that I ordered on November ** was engraved incorrectly and I am still waiting for the corrected item!! Five of my items arrived after Christmas, so anyone can imagine how disappointing this was. There was a toll free number on their website, but it was just a recording and no message system available. I emailed this company NUMEROUS times, sometimes I received a vague response 5 days or so later and other times I received no response at all. One of the worst experiences with a company that I have ever had!

Review: I ordered 2 bracelets from them on [redacted] for Christmas. Not only are they not here but they have not connected with me about it. I have sent them two emails. These are both presents and I am worried I will not get them in time.Desired Settlement: I want them before Christmas

Business

Response:

In response to the customers complaint.The customer used a coupon code from a deal site to buy these items.The promotion clearly stated that the Christmas cut off day for them was November the [redacted] and the order was placed In November the [redacted]. We haven’t even initiated the process for these items. WE advise the customer to please inspect all terms and conditions before acquiring a promotion.Unfortunately the customer’s desired settlement cannot be fulfilled. We are willing to provide the customer with a unique coupon code. This code will provide the customer with 70% off any non-sale item on our website. This will be issued as a compensation for this terrible set back.

Review: I ordered three necklaces on Oct. **, 2015. A few days later, they were all listed as "Pending Shipment." Three weeks later, they were still "Pending Shipment." I reached out to inquire what the hold up was on November **, but was unable to reach the company through their customer service phone number, email, or [redacted] communication. I did finally hear on November ** that all three orders had been shipped that day. I never received a tracking number though. On November **, I reached out again because I did finally receive confirmation of ONE order being shipped on November ** (NOT Nov ** as previously stated). As of today, nothing has arrived other than one shipment confirmation. The delivery time stated on the website is 2-3 weeks. We are now at one month.Desired Settlement: Since shipment has taken a month and I have not received any confirmation for two of three items, as well as terrible customer service, I would like a full refund on the shipment cost for each necklace. ($4.95x3 orders = $14.85).

Business

Response:

Responding to the customers complains.The customer inquires about 3 orders. 2 on October the [redacted] and 1 on November [redacted].The one on November the [redacted] was built and shipped according to the forecast times.The other order did not. They took longer to be built and where shipped in delay.There is no money back guarantee on shipping charges for delayed orders. We provided a 2-3 week time frame for orders to be completed.Coupon promotions have different limitations, charges and coverage’s. On this customer’s particular case, the promotions selected by the customer do not cover shipping. The fact that a customer decides to purchase multiple coupon codes for multiple items going to the same location does not and will not consolidate shipping. The charges will still be required. In the event that these items are built at the same time, It will be at monogramhub.com’s discretion to ship these items together if they are going to the same address. In the event that these addresses are different then of course the items are shipped separately. The items were built, shipped and delivered to the appropriate recipient.Clearly the customer is not satisfied since the items were sent on delay. This warrants compensation but not a full refund since the customer has already received the jewelry. We will not be granting the customer’s request to refund the entire shipping cost , for this to happen all items must be returned to our facilities then the entire transaction will be terminated and canceled.We are willing to provide other means of compensation if the customer is interested.And here it is :We have multiple options on our website, items that are more expensive and that are currently not on any special sale , offers or promotions . We are willing to provide the customer with an 85% off coupon code. As opposed to the one that the customer used, this code is not limited to 1 item. This code can be used with any non-sale item or regular priced item on our site.If the customer is interested we will have a manager reach out to him and fulfill this offer.

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:

This is not acceptable.1) The order mentioned from November * is totally separate

and not part of this discussion. There are three orders from October **, not

two.2) Yes, you provide 2-3 weeks for shipping and my original

inquiry was not until this 3 week window had ended. There was never any

notification of longer shipping requirements because of the promotion.3) I never wanted or asked for shipping to be consolidated

as they have stated.The orders were not received until 5 1/2 weeks after the

original order. The promised shipping is 2-3 weeks. I will not accept a coupon which will end in this company

receiving more money from me. I simply want a refund for the three payments of

$4.95 for shipping for my three orders. This comes to a total of $14.85 and can

be reimbursed to the card that was charged either in one payment or in three

separate payments.Finally, I am not a male. I am female. Do not assume.

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

Sincerely,

Business

Response:

We have reached out to the customer directly and managed to resolve the entire matter.

Review: On September **, 2015, I placed an order with Mongramhub.com for two (2) items. The items were to be delivered to a third party friend in a different state. The first Item was mis-shipped, but eventually arrived after contacting the post office.

On Tuesday, October *, 2015, I received an email generated by Monogramhub.com that my package/merchandise, had been shipped; this was for the 2nd item. Tracking info was sent along with that email.

After about a month, I sent an email to Monogramhub.com informing them that the merchandise (the 2nd item) had not been received. I was very cordial and and did not jump to any conclusions. I received a reply form Monogram hub stating: [redacted] .

I responded to the email, stating that, per their request, I would wait the 2 to 7 days. After more than a week, I contact Monogramhup.com, as they requested. After a couple days, they responded stating that I should contact the post office (even though the issue originated on their side of the order). I contacted the post office and they opened an investigation/trace on the tracking number and did not locate the package. By this time, it's the first week in December!

At this point I was appalled that, that was the only option they offered. I'd placed several orders with this company prior and was disappointed that my status as a loyal, returning customer was not acknowledged.

I have emails to verify all the information outlined above.Desired Settlement: I would like a complete replacement of the 2nd item that was never received.

Business

Response:

We have contacted the customer over the phone and reached and agreement.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. The Company and I have reached a satisfactory agreement. They were very accommodating and very willing to assist; however, the agreement involved having the original merchandise resent to the original destination. I am VERY CONFIDENT that the item will be received; however, I will hold off on the final conclusion until the item has been delivered.

Sincerely,