Monogram Hub, Inc.

In response to the customers complaint
The customer
indeed placed and order and after contacting us the customer requested a
refund.A check was sent
to the customer in the month of November The number was *** , this check was cashed on
the *** of November
Customer
service manager contacted this
customer to re-assure her that it is ***’s intention to refund the
amounts charged for this order and we did.All control
numbers and delivery evidence are available but will not be shared through
these public channels.We have
several payment lanes available that can be used to refund any customerWe did
notify the customer that check refunds take more time and we urged for
alternative methods such as *** the customer failed to provide these
alternativesWe would like for this communication to serve as public
confirmation that *** has made attempts to refund this customer with
success.For all
intents and purposes *** will no longer respond to this claim and
considers this matter resolved

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 did just today get a message from one of the most rudest people saying, "This is Monogram Hub and we are calling because you complained to Revdex.com, we only offer to fix but you must pay to ship backthis is all we are offering and not calling you back" WOW with that customer service, I don't know how they even have employeesno that is not satisfactory to me it would be different if I had this bracelet months, months or a year....I only had less than month and it broke which means they advertised it as "STURDY" that is FALSE, I think in this situation a brand new one or them paying for shipping...that would mean they think this is a fluke it broke within a month of having this sturdy bracelet...no they know they do not do good work and don't use good materials
I think there is enough complaints about this company that I have seen online that something more should be done! I am not paying to ship it back, next thing they will say they never receivedI saved the voice mail of the person...that was rude, in case anyone wants to hear it!
***
[Your Answer Here]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

In all interest to respond to this customers issueThe customer placed the order using a coupon code from *** ***Among the selections made by the customer , she picked an option for 24k Gold over Sterling Silver which is not covered by the coupon code and adds an extra dollars to
the billThe customer entered her CC information; however the information that she entered as a billing address was the same as the shipping address when we made an attempt to charge the customer, the CC Company raised a warning in which it was stated that the billing address on our record didn’t match theirsOn that note we still decided to build the item regardless and wait until we had time to contact the customerWe were in the middle of a holiday rush, and that alone in combination with a catastrophic technical issue that we experienced at the time increased our response time, backing up our entire team by several weeksWe would like to apologize to this customer for not being able to respond in time.I have shipped the item to my distribution centerHopefully it will reach the customer by Valentine’s DayAs an additional compensation for this issue I will also provide the customer with a special coupon that will take 70% off any future purchases of any non sale item

Responding to the customer: The customer’s credit card transaction failed at the moment of purchaseSince a coupon code was being used, the order went through with a pending
balanceAn email was sent notifying the customer of this problemThe customer paid on 8/**/2016, the item went into production and it shipped on 9/*/2016.We have a tracking number available as well

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 company is still refusing to address the fact that they listed an item one way, and when purchased, try to add an additional charge to receive the itemTheir customer service was rude and did not help me in this matter, but gave a choice of "** *** *** *** *** *** * ***"Very shady business
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

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. The only exception to Monogram' Hub's statement is that: the representative that was handling my case had been sending me emails back and forth but not following up on his own words. Monogram Hub makes it seem that there was a gap in service due to the fact that the representative was no longer there. That was not the case. However, since the representative is no longer with the company -- for whatever reason -- I am satisfied with the outcome
Sincerely,
*** ***

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

Greetings,
We would like to take this opportunity to clarify the specifics that revolved around this issue and detail what happened and when did it happened
The issue began when the customer purchased promotional coupons from one of our deal sites
This
coupons allow you to purchase regular issued items from our site and despite the fact that we have made multiple attempts to clarify that ''Promotions cannot be combined'' we are still receiving incorrect orders that are placed this wayTo make it more clear we are failing in our attempts to get our customers to read the warning banner that specifies this policy
The customer wanted to use both coupons on the same order and ultimately purchase items (Each coupon requires its own Purchase Order) Expecting to have an opportunity to enter the 2nd coupon code , our system ended up charging this customer for the full amount of the product
Due to a large amount of special orders our customer service response time is longer than anticipated to a point in which we decided to remove our phone number so that we can fully concentrate in providing answers to the large amount of emails containing special requests
This customers got suspicious due to a delayed response and the phone number being removed , The email was mixed in a large Queue of emails and the customer was not able to get a response
Ultimately we got in contact with the customer (Thanks to the Revdex.com red flag) and we expedited the shipping of the customers Item
Item was shipped and expedited today
For more information please do not hesitate to contact us , For all intents and purpose monogram hub considers this issue permanently resolved
Best regards

Good afternoon,
Please be informed that we have try to reach customer by phone but no answer We've checked our records and our customer service representatives have been replying to customer's mails about shipping information on a timely manner However, it seems that
customer has not been able to see or received our mails
According to our records, this Item was delivered to customer within the estimated time of arrival
Regards,

I ordered a necklace on December *, for my mom for ChristmasThe issue they need to work on communication with the customerThey 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 statusAWESOME 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 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 stressAs promised on the website I got my necklace within weeksI will be ordering again

As promisedWe shipped on the *** from NYThe items are on their way

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 had tried many, many times to call this business and left many messages. NOW they try to call me? My number is ####-###-####, I go to school, work and am raising my daughter on my own. You need to catch me in between these things....usually morning hours work best. I can call them but they NEED to answer the phone....I tired calling ####-###-#### only to never have anyone call me back. The solution is simple, they need to refund my $I was charged for shipping as I never received my merchandise. No discussion needed at this point. t was taken from my Mayo Employess credit union account on 03-**-transaction ####-###-####. Just refund my money, its all I want.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

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

We are responding to this customer’s complaintThe customer placed an order on 1-*-The customer used a coupon that had a cost of dollars that was paid to a third party deal siteWhen the customer came to our site she was faced with the shipping chargesThere was a shipping
charge added to the order.These charges were clearly stated at the moment of purchase of set coupon code by the customerWe do not know from where the customer is obtaining the number or which is the disputed amountThe customer was only charged dollars + shipping costWe would also like to add that this customer never emailed our customer service teamThe customer came straight to this portal without allowing our customer service team assists first
We have emailed the customer directly and we are currently inquiring about additional information in order for us to better understand her claim

After further review of the situation andemail correspondence we have found the following*** *** placed an order on our website and did not use her *** *** *** 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 *** *** states the following in email correspondence to us. “ I have disputed the charge with my credit card companyI have also filed a complaint with the BetterBusiness Bureau and the *** *** *** *** (which is a partnership with the ***
*** ** *** (FBI) and the *** *** *** *** *** (*** also." Complaints to these organizations are very sever and we take them seriouslyWe had an ongoing emailcommunication. *** *** 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 outBefore she submitted her order she checked a box agreeingto all sales being final. There was no fraud or malice on the part of Monogramhub.comOur offer to refund thecharge to her card in full if she gives us the *** Voucher still stands Monogramhub.com feels that if *** *** 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 systemWe thank *** *** for bringing theseissues to our attention and we will be looking at retraining of agents and into a new phone systemWe have included the link to our policies below.
***

This customer was already assisted by one of our customer service agentsWe already agreed to rebuild the item for the customerThis complaint to the Revdex.com wasn’t really necessary since we’ve been responding to the customer’s emails

I think this business is systematically scamming its customersThey do not respond to email, they do not take phone calls (it's called a message line, but you can't even leave a message, they direct you to email them which they proceed not to answer)They have no address listed on their web site (odd to be hiding where you are)And now I've learned their email has been shut down (I received an auto response from Yahoo to that effect)
They immediately charged me, but my items are 'unavailable'That is according the order update form on their websiteNo suggestion of wait time, nothing at all
To say I am thoroughly disappointed is an understatementThis company has serious issues and seems not to care

We are responding to our customer’s complaintThe customer placed an order; this order was placed on December ***The customer placed the order passed the cutoff date for ChristmasThe item is being built and it is in the final stages of productionIt will be released soon and shipped
this is the reason why the deal site has not refunded the customerIf the customer wishes to cancel the order we can proceed and a refund will be approvedHowever we need confirmation since the order is on the final stages of production

The customers first attempt to contact us was on ***, * Oct at *** ** via Phone .Shortly after , This customer reported days ago (***, ** Nov at *** **) via Email for which we replied days after (***, ** Nov at *** **) through the customer service ticket ID #
***.We explained to the customer that we where backed up due to an exceptional amount of special request and customized ordersOn that day we issued an expedite remake order on the customer behalf and 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 *** from our factory to our distribution center , the where built in an expedite fashion and they will be shipped out todayUnfortunately 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 requestedMonogramhub customer service stands and supports products and return policy'sThat being said , our policies states that all sales are final , therefore a full refund cannot be issued since this pieces are personalizedIn these circumstances , the agreement binds us to re-issue the piece in a manner that will fulfill the customer expectations and initial specifications

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 no intention of spending any more money especially since I have seen the quality of their merchandise and the difficulty in obtaining any kind of customer service or satisfactionTherefore, I would simply like a refund of the shipping charges that I paid for each of the four poor quality items.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***