Monogram Hub, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint
ID# ***, and have determined that my complaint has NOT been resolved because:
I have not been refunded anything for either of my two orders nor received any communication from this company stating a refund was provided or would be given. As for their lie of "the phone number provided was incorrect and have made several attempts" That is a complete statementThe phone number I provided on both orders is the same and my correct telephone number to get in contact with meI have had the same phone number for a number of years and have never changed it. This is absolutely absurdThey have responded previously to my first email and nothing sinceIf they supposedly tried to contact myself by phone yet got the wrong number, why would they not have sent me an email stating such? I am extremely frustrated with this company and how they conduct their businessI will be disputing my credit card charges since they want to lie and say they provided a refund. Again, I DO NOT AGREE WITH THEIR STATEMENT AND MORE THAN WILLING TO PURSUE ANY AND ALL POSSIBLE OUTCOMES TO RECEIVE MY MONEY BACK.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

In response to the customers complaintsMonogramhub.com experienced severe delays back in December from terrible weather conditions to a system failure that caused us to change email address from *** to ***This transition caused many of our customers to
be un attended since they were sending emails to an address that was no longer in useWe posted this information on our website to notify all customersWe 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 specifiedThis was delivered back in February the ***, the tracking information and delivery date report is attached to this reply

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
When the order was placed, there was absolutely NO reference to orders after November *** not being processed until after Christmas It wasn't until I sent a few emails that I finally got a response that they were running behind It clearly states 2-weeks during the checkout process It's now been weeks and still the order hasn't shipped even though I was told my orders were on "high priority" The company has my money, I would like the items Will never deal with this company again and will also let others know of this experience
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I have been told before from this company that the item will be "rushed" and it was not rushedNow, I am told that the item was lost by the *** *** *** ***The item is supposedly being remade and shipped again,,,,however, I still do not have the item and I do not feel this should be closed until I have a finished product...Spelled correctly AND made correctlyMy original order was placed November *, and It is now the *** of February Buyers Beware!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,*** ***

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 oneOut of more than 50,orders delivered for mother’s day, it is expected to have small amount that are bound to
failFor this we take full responsibility and at the same time express our apologies to the customerFor 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 occurWe 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The vendor should honor the terms of the partner siteAs such, I would not require a refund
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Responding to this complaint:
0.0001pt;">?This customer emailed us on OCT ***, describing the issue with the order with an attachment?We responded on OCT *** through support ticket *** notifying that the attachment failed to load correctly and that we were unable to open it?We never heard from the customer again until OCT ** when she emailed us again (through a new support ticket) complaining that she never got a response?We responded on the same day (OCT **) asking for the attachment one more time?Today is OCT the *** and the customer is yet to respond to our emails
(We posses irrefutable evidence for this entire timeline)
Clearly the customer is not getting our emails, or they may be going into *** *** Junk mail folderThe customer must be experiencing some sort of technical support related difficulty, we have been responding quickly and diligently to every email sent by the customer
We will email the customer again today at the email address presented on this complaint
***
(This is the same we have on our support ticket.)
We are willing to assist the customerAl she needs to do is start replying to our emails

Responding to the customers complainsThe customer inquires about orderson October the *** and on November ***.The one on November the *** was built and shipped according to the forecast times.The other order did notThey 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-week time frame for orders to be completed.Coupon promotions have different limitations, charges and coverage’sOn this customer’s particular case, the promotions selected by the customer do not cover shippingThe fact that a customer decides to purchase multiple coupon codes for multiple items going to the same location does not and will not consolidate shippingThe charges will still be requiredIn 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 addressIn the event that these addresses are different then of course the items are shipped separatelyThe items were built, shipped and delivered to the appropriate recipient.Clearly the customer is not satisfied since the items were sent on delayThis warrants compensation but not a full refund since the customer has already received the jewelryWe 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 codeAs opposed to the one that the customer used, this code is not limited to itemThis 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

Thank you for contacting *** We understand our customer would like a confirmation of the order We are glad to inform that this order was shipped via *** on 9/*/According to the tracking information this order is scheduled to be delivered today, 9/**/by the end of
the day Here is the tracking number: ***

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

This is one of our most popular itemsAs producers of this item we decide which sale value to assignThis value is made available to all customers for their consideration before a purchase is madeThe items that the customer has acquired are ‘’sales final’’This merchandise is personalized and
non refundableDetails regarding these items were made available to the customer before the purchase was madeThese details included dimensions and preview pictures of the itemWe have shipped all items requested by the customer, complying with what was described in both our website and the deal siteThe customer’s desired settlement is deniedThe item was produced according to the specifications detailed and the customer agreed to a sales final contract before completing the purchasing process at our check out section

We are trying to contact the customer over the phoneWe ask the customer to please provide a good time for a department manager to call

We have been interacting with this customer for a period of time nowAnd for every claim that the customer has issued, we have attempted to fulfill his demands in every turn.The base line of the issue that needs to be understood is, that these items are handmadeIt is not a machine or a
computer; these are unique custom cut itemsUnfortunately this leaves room for human errorNonetheless a 3rd order was issued on the customer’s behalf on December the ***, it was cut and polished and it is getting ready to be shippedAs per the customer’s request concerning a 50% refund of the total price being USD: We need to remind the customer that her purchased the item from one of our deal site and the total cost of the item is not the total amount paid.Nonetheless, Monogramhub.com will always attempt to fulfill dissatisfied customers, we are ready to provide this customer with a 70% off coupon that will ultimately allow the purchase of any non-sale item on our site.The original item is due to be shipped in about 2-business days

I ordered an item using a discount code from groupon on November **It states that it should take 2-weeks to be shippedThe shipping information has been the same since I placed the orderI have called and emailedI haven't received a response either wayThis was a Christmas for my teenage daughter

Monogramhub.com has been assisting this customer with due diligence and careWe have attempted to ship this item multiple times to this customerThe item keeps being returned by the Post OfficeWe contacted the customer
over the phone and requested a different addressWe have managed to successfully re-ship this item with signature confirmationWe hope everything works out this time

In response to the customers complaintThis
customer is not in business with usPlease contact the deal site that sold you
the promo code and request for a refundThey will proceed and re-inverse you The item that the customer is trying to
order is available and it is working
perfectly fine.The customer may be experiencing technical support related issues on her web browser.Please
contact the deal site that you used to buy that code and have them refund you

We already reached out to this customer directlyAll items shipped on the *** Of JanuaryAll items are well on their wayIf anything happens the customer can always reply to our last email sent a day ago

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
MonogramHub did not withhold their end of the contract of my purchaseI was advised shipping would be 2-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 weeks after my purchase that they emailed be about the delay, and that was only when I emailed requesting an updateAt that time, I was advised my order was marked "high priority" and that my order was in the final stages of productionI attempted to email about the delay again several times, however my emails did not go through due to a personal email account problemAt 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 scammedThe pricing made me anticipate a much nicer productI will certainly never recommend this company or use them againWhat a shame.And, lastly, I would like to add a complaint of spamming my emailsI have unsubscribed twice from their emails and continue to get them dailyIt has been over two weeks since my first unsubscribe attemptOverall, this is a horrible customer experience
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***