Monogram Hub, Inc.

In response to the customer issue regarding the missing letters:We have located the order that the customer placedWe noticed that the customer indeed ordered items from which of them contained pendant styled initials and the letter ‘’A’’ and the letter ‘’L’’ where missingThis issue
occurred as a direct result of a processing error of a small amount of orders.We contacted the customer over the phone and we have issued a new order number that contains the missing letters and a complementary symbol for the customer’s bracelet at no costWe have also instructed the customer to pick whatever item she likes from our site and when she does we will issue a special coupon code that will provide her with 70% OFF the total cost of a non-sale item.? At this moment we are awaiting the customer’s response for her desired item

MonogramHub.com customer service team is terribly sorry that *** *** had to endure this experienceIt's more than clear that our turn around time for Every custom made order is to weeks , these items are handmade , this is the reason why we have such a wide production time-The order was placed on the ***.-It when in to production on the *** .-We shipped on the ***.(This timeline proves that we have kept our word by building and shipping the item within the 2-weeks specified on our site)The item had full business days to move from NY to VA including the *** of DecemberAfter *** *** raised the flag of concern for his missing Item , we did our due diligence and investigated the issueFor Some Holiday Rush related issue the post office did not released the customers item , we made our investigation and contacted the *** office that was holding the package and we demanded its immediate release and shipping.*** *** has received and signed for this item on December the ***.As a compensation for this issue monogramhub.com will offer *** *** a 70% off coupon for the future purchase of a non sale itemWe hope this explanation is clear enough to conclude this issue

As a company we will stand by our product and customersWe 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 satisfactionWe are not requiring the old item to be returned , and yet we will still issue the item , with a new designThe 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 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 wrongWe apologize for this dissatisfying experience and will fulfill our customer as soon as possibleWe have sent the proposed art and we are now awaiting for the customers approval

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:
The business keeps staring that I failed to read their cutoff timeframe and this is not accurateAt the time I placed my order there was no message about Christmas cutoffAs of today, 1/4, the item has still not been processed Not at all happy that they give a timeframe of 2-weeks for shipping and a month later they are blaming the customer instead of getting the order out Repeating the same information on every reply to the complaint isn't resolving anything This business is not very customer friendly
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

I saw a necklace in an *** catalog that had the saying "I love you to the moon and back" engraved on it My five year old daughter and I say that to each other all the time; so I thought it'd be a nice Christmas gift I decided not to order it because a co-worker saw a similar necklace on Groupon where I could purchase two, one for my daughter and one for me, for less than the one *** was selling She purchased the Groupon for me and ordered the two necklaces from Monogram Hub on 12/*/ I assumed I'd have the necklaces in time for Christmas; however, as of today, 12/**/15, my order has not shipped The necklaces are not being specially engraved, no birth stones are being added, (which was an option), etcThe order is simply for the two necklaces as is; so it's mind blowing that they haven't shipped yet In addition, I was charged two shipping fees of $each, which makes no sense to me considering the necklaces were purchased together; one order was placed Since my friend purchased the Groupon, the order confirmation was emailed to her Earlier this week, she tried contacting Monogram Hub more than once to inquire about the status She called, but they are not taking calls, and sent two emails She has yet to receive a response She forwarded the order confirmation to me so I can follow up with Monogram Hub I tried calling the company, in hopes that I would be able to speak to a representative, with no luck The recording states that they apologize for not being able to take the call and to email them at *** or leave a voicemail However, the member's voicemail is full so it's literally impossible to leave a message Minutes after sending my email I received an automated reply stating, "Due to technical difficulties our yahoo powered support email: *** will be terminated for an undetermined amount of time"The automated reply states to email them at ***; so I forwarded my first email to their gmail account I am so disappointed; as well as angry, that I will not receive the necklaces in time for Christmas My plan was to wrap them separately, put them under the tree Christmas Eve, one addressed to my daughter, the other to me, from Santa Monogram Hub should be ashamed of themselves! Not only do they not complete and ship orders in a timely manner, but they make it impossible for a customer to reach them Hindsight being 20/20, I wish I ordered the necklace from ***

Responding to the customer’s complaint.We reached out to the customer over the proneWe explained the whole situationThe items are on the way and the amounts charged for shipping will be refunded for orders instead of This way we find a middle ground.We also emailing an 85% off compensation
coupon for the customer’s troubles

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

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] How many more times are you going to change your storyThe last time your response was that I signed for the item, when I replied that I do not live in Republic moNow you they are saying the post office has mailed four of the same item to my houseI will be making a trip to my post office to see what address they have sent four of these items to
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 have determined that my complaint has NOT been resolved because:
I have request a refund of my payment, once this is posted to my account I will consider this complaint resolved I did speak to the customer service manager and this will be processed.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

*** ***’s necklace was delivered on February *, 2015. We apologize that it took longerto ship that we though. This was a popular item for us this holiday season. The tracking link is below. ***

Responding
to the customer’s complaint: The customer
is accurate in all statements.The reason
why we haven’t responded to her follow up order status request is because the
issue was already resolved and we are in the middle of a holiday rushThe item
is indeed in the final stages of
production. It will ship out within 24-hours.There is a
process that must be followed in order for us to have the items released.The item
needs to be constructed. The item will
arrive before Christmas but it will not ship out by the ***We
have made multiple attempts to reach out to this customer over the phone in an effort
to provide assurances.We ask the
customer to please allow us to finish the item and ship it out so she can have
it before ChristmasPlease let us know since we are going to be shipping out
very soon

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]My card was charged and it was charged two more times after it was already paid forIn the entire time I was writing to them I only recieved two emailsI wrote to the company many times before I finally got a response and also called and left two voicemails and still did not get a call or email back until groupon got a hold of themOne of my emails did state I owed cents and the other email was responded by someone by the name of Elaine and she stated that I still owed $despite paying it already and paying cents the response groupon finally got out of them for a responseIt was months of emailing this company and getting no response until finally groupon did get a hold of themIt took me to write to Revdex.com in order to get an answer as to where my package was when I paid for the purchase more than once and deserve what I paid forI do believe If I didn't write to Revdex.com this company would still play games with meI would not reccomend this company to anyonePoor poor poor customer service and they only try to hold your package hostage until you pay more money to them that is not requiredEven then they do not communicate with you and send shipping information confirmation of purchase or even respond to emails and phone callsI should of learned from the first time I purchased a bangle from them and they sent me one broken and wouldn't respond to an email in regards to itSo no I do not accept what the company had to say because they have lied to cover their own backs
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Monogramhub.com would like to apologize for not being able to respond in a timely manner to this customer’s complaintIn late December and early January we encountered an issue with our email system that in combination with a holiday rush it caused a substantial increase in our response
timeWe would like to inform to this customer that we have fulfilled her desired settlement and refunded the amounts charged for the total of 109.99.We have already sent the 2nd item. The customer may feel free to keep that item as well

I read the reviews about slow response and delays in orders but I believe this is because they were slammed with groupon ordersMy complaint is that the product isnt what was promisedI paid extra to have a september birthstone to go with a pendantWe all know september birthstone is a distinct blue but what arrived was almost absent of colorI complained and after having to retrieve the necklace from the young lady my teenage son gifted it to because Monogram hub insisted I send them a picture of the defect, they replaced it with exactly the same clear stone with their apologies that a deeper blue stone was not availableNot a satisfactory resolution in my opinion and it took months to conclude

We are granting the customers desired settlement.However we would like to establish contact with this customer over the phone to take care of the details.Please provide a good time for a manager to contact the customer over the phone

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution will be satisfactory if I do, indeed, receive the item before ChristmasPlease note, they have not contacted me by phone, as they claimedThey also told me on 12/**/that my order had been cancelled and I have the emails to prove that statement
*** ***

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 do not accept the resolution as they have lied about what happenedI had coupons to cover both the necklaces I ordered, only the shipping was extra which was $each necklaces, as outline in the order I have attachedI have attempted to contact this company several time for an inquiry, I have only got one response to date and that was almost a month ago stating they were shipping it out the next week, which never happenedEvery time I called the CSR line there was no answer and the voice mailbox was always fullThe 70% off my next purchase means nothing to me as I will never deal with this company againThese were Xmas gifts that never came, even though their website states any orders before Dec * would make it for Xmas which it didn't.
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 have determined that my complaint has NOT been resolved because:
This is is now only resolved because I opened a complaint with Revdex.comI had to email you several times and when I gave the address on the *** of decemeber you still didn't send out the necklaceI took for me to contact you instead of you contacting meI did not give an incorrect addressI gave you the correct address it was missing the apt number which is not neededMy issue with your company is that your customer service and website is poorMy product status went from "getting ready to ship" to "processed"It stated at processed for several weeks when you required information from me in order to shipHOW ON EARTH WOULD I KNOW TO CONTACT YOU IF THE STATUS READS PROCESSING??? Again you did not correct the issue and ship out my product until I filed a complaint with Revdex.com
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***