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, *** ***

We apologize for any confusion and wait timeWe currently have the new item ready to ship to our customerOur system indicates that we are waiting for the return of the original item in order for the shipping department to ship the new item back to our customer at not cost to herOne of our
customer service representatives will be reaching out to our customer in order to email her a return label in the event that one hasn't already been emailed to herWe are also willing to facilitate a refund if that ends up being the final decision of our customerWhatever our customer wishes at this point we are willing to work with herOnce again, we do apologize for any troubles that we have put our customer through

Responding to the customer’s complaint:
As we have been through our support channels.It is confusing to us why we have to respond to this complaint We have been interacting with this customer
through our support channelsThe customer is currently being assistedThe item
is built and ready to go , we have had some
inventory related issues with this particular item and we informed the customer
of this issue The item ordered by the customer is a compound item, it has
other elements inside the item itself and some of these elements are out of stock
We asked the customer to pick different ones so we can update the order and
ship out the item.We will attach a print screen that proves that we have been
responding to this customerWe will proceed and release the customer’s order as is,
later on the customer will have the option of ordering the inside elements once
they are back in stock

This customer is already being assisted by one of our customer service representativeThe customer notified us of this issue on Friday, February the *** at 11:PM easternOur regular business hours are Monday through Friday 8:00am to 5:00pm EasternThe Revdex.com Forum is created for customers to
voice their complaints when they are not being assistedWe already have a member of our staff looking into this situation and assisting the customerIf we indeed sent an item that does not belong, we will rectify immediately We advise the customer to please respond to our emails

We will proceed to remake the item and we will send it to you with signature verificationWe have emailed the customer today in reference to the lost itemSince we have resolved the issue on our end , please close this ticket from the Revdex.com since this channel is designed for customers that are not being attended.We have replied to the customer with a new order number for your item Monogramhub.com will absorb the entire cost for the loss of the itemBe advised we will ship to the same address that the customer specified before

In response to the customers complain.We would like to start this email by apologizing to this customer for this terrible experience.We take very seriously our customers feedback and for this reason, that I can safely say that It’s been a while since we had to respond to one of theseThe customer
indeed placed his order on 8/**/But mentioning this date in an effort to contrast how long it’s been its completely transparent, due to the fact that during the check out process the customer failed to provide an accurate billing addressThis generated the delay, the customer’s item was not built and it wasn’t until September the *** that this issue was sorted out thanks to the customer email red flagging the eventOnce payment was covered we proceeded to initiate construction of the itemDespite the fact all of our items take 2-weeks of constructions time, we still decided to build the item in a rushThe items were constructed and sent to the distribution centerAnd there they sit waiting to be shipped.Construction completed on Friday the *** since the factory doesn’t work on the weekends we released on the *** , it arrived to the distribution center on the *** under customer verification number #***Agent Moises was diligent in responding to the customer, providing multiple reassurances to the tools available to him. The agent provided an ETA for the week of the *** but forgot to factor in the weekendThe customers last email was ago asking for an order statusAt no point was this customer ever told that his item was shippedWe have always provided ETA’s in an effort to forecast as to when it should shipIt is not our interest to spread expectations, when it comes to personalized jewelry, there is plenty of waiting as it isAs the Customer Service Manager I would like to echo our agents call for patience and we ask the customer to please allow enough time for the item to shipIt will go out within the next 24-hoursInteracting through these channels presents a very un-pleasant experience as it is It broadcasts an "us against them’’ interaction, this is not Monogramhub.com’s interest We are extremely interested in reversing this experience into a more pleasant one, which is why we would like to express our interest to compensate the customer for having to endure all of these eventsOur goal is not to be proven right , our goal is to please the customer , to have him come back and keep him happy.Should the customer be interested, please reply to our email containing the tracking number for your order. Yours in service :***

Since the time of this notice we have reached out to our customerWe offered to continue to assist her and apologized for the delayOur customer agreed to allow us to work with her and to get her replacement order shipped to her in an expedited manner

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, ***
***

The only email interaction that we received from this customer was back on April *** 2016.Our customer service department is standing by and assisting all customers within hours.In reference to the order that the customer placed on 6-**-2016:The item was Produced and shipped on 7-**-It was
shipped through Standard First Class Envelope which means that the item is shipped without tracking numberThe number that the customer received via email is not a fake tracking number; this number is a shipping confirmation numberIf the customer claims that the item was not received we recommend that she checks with her local post office.For further assistance the customer can further her claim by submitting a support ticket through our website.Please click on this link ? *** * to submit a ticket if the response from *** is not to your satisfactionOur current service level stands at hours, as opposed to the usual 24-48h

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 not receive any emails from the company since 2/**/16, which showed that they were going to send a new necklace, which still has not been receivedAlso, I did receive a call from an unknown area code on my cell phone, and I did not answer it, but no message was left for me to return a callAt this point if they can replace the order and send it to me by a method that is traceable, I would like that, otherwise I would like my money back
Once either of these things have been done I will indicate that the complain has been resolved
[Your Answer Here]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

We already reached out to this customer directly.All items shipped on the *** Of January.All items are well on their way.If anything happens the customer can always reply to our last email sent a day ago

This order was placed on the *** of Feb , these items take 2-weeks in order for them to be completedThe order is on the final stages and it should be out this weekOn the *** this order will be weeks old, it will be out before that

Response from ***: This customer emailed barely days ago The customer placed an order for a ZBClasp Bangle Monogram BraceletThis is one of our most popular items, to a point in which we had to establish a separate cutoff date for Christmas deliveriesWe
made public in both our website and the deal sites website that the cutoff date for Christmas deliveries for this particular item was November the ***For additional information please see a copy of the attached bulletin that was made available to all customers in an effort to communicate this information to all buyersWe also informed all customers about our second cutoff for all other orders which was November the *** The customer’s order was placed on the *** of December which entails that the item will initiate construction after December the ***. The item is now on the final stages of production, it is on schedule and it will be out soonWe advise the customer to please allow more time for the process to complete

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,
*** ***

We spoke on the phone with the customer This issue now concludedWe will grant the customers dispute and we will not be shipping the item

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,
*** ***

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,

In response to the customer’s complaint regarding the order.It is unfortunate that we have to address this issue through this channel, especially when the issue was already resolved by our customer service team through our regular customer support channel on the ** of May.The
customer had a coupon redemption issue and reported the problem on the *** of March and we responded on the *** of March (Keep in mind that our hours of operations are from Monday through Friday).The broken chain issue was reported on the *** of May and we responded to the customer on the *** (again we had to factor in the weekend and mother’s day rush.)Nevertheless we responded to the issue using our repair policies and proceduresThe desired settlement expressed by the customer will be granted and all the details pertaining the exchange where explained and acceptedAt this point we are simply waiting for the item to arrive so we can repair it and re-attach the upgrades that were previously selected by the customer.We will take into consideration the customers opinions and feedback and apply them to good use

Revdex.com:
Miraculously my coupon code is now allowed on the websiteI have tried for weeks, to no availthank you for this resolution
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:
The company Monogramhub did in fact call and speak with me directlyThey
were sincere in their apology and offered compensation due to the added shipping costs I will incur.
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,
*** ***