In response to the customer’s complaint: The customer emailed days agoThe customer service department works from Monday to Friday as stated in our website and auto-email repliesWe responded to the customer hours ago before we even noticed this Revdex.com complaintThe response was given to the customer under ticket number ***We advise the customer to please check the spam folder of his email address.The reason why the customer was charged the extra dollars was due to the fact that he selected Priority mail Express shippingThis shipping method is an upgraded shipping method that has an extra cost and that is why the charge was issued.It is not [redacted] ’s intention to overcharge any customer .This issue could have been easily resolved by simply changing the shipping method selected by the customer and then refunding the dollars that where chargedThis would have been done today if the customer would have provided enough time for the customer service department to respond to his email.The customer was already refunded through a 3rd complaint escalation channel issued by [redacted] here is the confirmation number: [redacted] The shipping method was returned to the standard shipping method.We advise the customer to please inspect the check out section in the cart before proceeding to payout in all online transactions to avoid these terrible experiences in the future.The cart check out summary is located on far right of the screen, next to the billing information.We hope that this explanation shares enough light on this issue and clarifies all details revolving this event
We have attempted to contact this customer over the phoneAs requested ,We have refunded this order and cancelled it in our systemThe shipping costs where reversedThe customer may request a refund from our deal-site partner
We are responding to our customer’s complaintThe customer placed an order; this order was shipped on December ***The customer emailed days agoWe responded to the customer on the [redacted] of JanuaryThe customer’s item is completed and it will ship out on MondaySince the order was placed after the Christmas cutoff date, it is understandable that they will ship out around these datesThis issue is resolved and the customer will have their item sometime next week
I regards to the issue described by our customer [redacted] ***.The customer ordered indeed on November the ***We built the item according to the customers specifications We have solid evidence to sustain the fact that we shipped the customers item through [redacted] Priority Mail Express and here's the tracking number for it : [redacted] We shipped on the [redacted] of December , more than enough time to ensure the customers item would arrive on timeAt this point the courier failed to deliver on time , however Monogramhub.com has honored the agreement to manufacture and ship with enough time to ensure that the item arrives on time to the customer This customer is being affected by the failures of a 3rd partyEven thou the customer claims to have sent us multiple emails regarding this issue , we have made multiple attempts to communicate to our customers that due to the holiday rush our customer service response time has increased and this is the reason why this customer has not been responded just yetNonetheless , thanks to this valid complaint issued by [redacted] we have assigned special personnel to investigate and contact the [redacted] facility involved in this delivery and ultimately locate the whereabouts of his item.We will attempt to isolate the problem and get the item to reach its rightful ownerWe are whiling to provide the customer with additional fulfillment as a compensation for this delivery issue In terms of issuing a full refund for the item , we would like to inform the customer the following : The item that was purchased is custom made , personalized and unique and before the purchase was made , every customer must acknowledge that all sales are finalThat being said we would never expect anyone to be ok with paying for something and never receiving it , at this point the item being held at [redacted] facility in CHARLOTTESVILLE , this is merely a shipping problem , if the item is indeed lost/stolen , we will take the necessary measures to ensure that our customer gets compensated and the responsible parties held accountable.At this point we consider that it would only be fair for the customer to allow some time for us to locate and deliver the item , once it is received we will also compensate and fulfill the customer with additional benefits in full efforts to mitigate this terrible experience
Revdex.com: 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: dear monogram hub staff, I am simply keeping Revdex.com informed The updates the send me are more timely If you can respond to there's immediately, same should go with responses to my emails, right? I just would like to keep it opened until receiving my full refund Since you note that you miscommunicated, I feel it's important to have clear communication from me I've seen all of your responses just as you have seen mine .thanks!! In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
They advertised on [redacted] and I ordered two necklaces a month before ChristmasI received one and it was spelled incorrectlyThe other necklace never arrivedIt's now the last week in JanuaryThere is no way to contact themI got one email from a customer service rep but nothing else in the past three weeksThis company is a scam and in ready to take legal action
The customer placed her order with an incorrect addressThis issue was resolved on the *** of December .We sent the item back to the factory for re-finishing and we re-shipped it on the ** of JanuaryThis customer interacted with our agents in an effort to resolve this issueRest assured the item is already on its way to the customer’s location
Revdex.com: 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 giveI did use it and saw the amount as zero but was billed the full amount anywayBecause of the late responses, I was not able to get in contact with anyone about this in a timely mannerBecause [redacted] did reply within hours, as per their policy they gave me a full refund for the codeI am now stuck betweenI am out of dollarsI 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 doubtNow 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 notI am hardly the first person to have this complain as I found out after researching reviews and seeing countless customers with the same issueThis is clearly a common issue that keeps repeating itselfI 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 everThe customer service response has been the worst I have ever dealt with, that includes my dealings with international companies from around the worldThe 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 AmericaI have been forward about what would resolve this issue: a refundAnything less will not be considered resolved in my eyesThank you In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Revdex.com: 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, [redacted] ***
In response with this issue, we contacted the customers local post office and they have submitted documentation that they have in fact delivered to the address that the customer has specified We have made multiple phone calls trying to find out why are these items not reaching the customer this is the 4th item we have sent to this customer and yet no successAs a business we are doing our part trying to get this issue resolved and in no event has the customer gotten miss informedWe have also attempted to contact [redacted] over the phone and are ''never able to reach her'' despite the fact that we have assigned a team of agents dedicated solely to the resolution of this issueAs I am writing this communication (at 14:03PM US eastern) I have called the customers phone number times and we cannot establish a connection.Let it be stated on record that we are attempting to resolve this in the most diligent way possible with no positive results present.If we ever reach [redacted] via email or phone, we will continue our efforts to get this matter resolved, not because this is registered as Revdex.com complaint, but because it is our responsibility as a business to deliver the goods that where purchased by the customer
Unfortunately this customer is out of warranty and we cannot attest to the usage given to the itemWe cannot proceed with the customers desired settlementOur position stands
The customer emailed our customer support department inquiring about the promotionWe assisted the customer by responding promptlyWe explained the promotion and its limits, so the customer can ultimately make an informed decision about the purchaseThe customer has not placed any orders on our siteThe customer is interested in acquiring an item based on an existing promotion The 18'' necklace is presented in our dealsite as an available choice There is an extra charge for selecting this item, We explained this to the customer The customer is under the impression that this is a misleading promotionHowever, the customer is able to consult the charges before the order is placed If the customer does not agree with the terms of the promotion, they are always able to step back and request for a full refund from the deal site (not monogramhub.com) that sold them this promo code In this particular situation, the customer believes that the terms are unacceptable This promotion will not be re-structured, the customer’s desired settlement is deniedTherefore the best course of action is for the customer to return to the promotional site and request for a refund
Responding to the customers complains.The customer inquires about orderson October the [redacted] and on November ***.The one on November the [redacted] 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
Revdex.com: 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: The issue is not resolved until the product is in my hands They have only replied to me regarding one order I have placed two orders [redacted] and [redacted] They have yet to respond about my second orderTHe business is taking no responsibility for the lack of communication during the time of my inquiries In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Good afternoon, We have verified the record for our customer and certainly, her requirement was misshandled by the customer service representative, who is no longer with us anymore We will reach out customer today and try to make it right for her either if she may wants a brank new necklace or a refund for her purchase Regards,
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and will await receipt of the replacement productI would like to keep this case open until the product has been received Attached is the email thread, which they state they did not receiveThe 3rd message was sent via the "Contact Us" form on their websiteThis I do not have a copy of Sincerely, [redacted]
RevDex.com: 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: As stated by the business, the associated promotion has expired, and as such, the existingvoucher is worth $29.99 toward the purchase of the same item, which is now on sale on their site for $39.99. However, the business is attempting to require me to purchase the item in question from a separate link where it is listed at a $99.99 price. In essence, this is bait and switch marketing, where an item is listed a multiple costs. My request to use the dollar amount already paid for the sale item which is the same exact item is not a "combination of promotions," and Mr. R [redacted] 's insistence of this claim merely affirms the fact that he is attempting to defraud me into paying more for an item that is being sold on the same site a a lower price. As such, I do not intend to give Monogram Hub more money for an item that could be purchased for less on their very same site, for the simple fact that he is refusing to honor the terms of the deal site with which he himself partnered to boost his company's sales. His partnership with this site would suggest that he will abide by their terms, which he continues to adamantly resist. Furthermore, his childish statements regarding my desire to "battle over terms" that are "irrelevant" is just case and point of the fact that his business, now open for just two short years, has close to 100 complaints listed on the BBB site. Thank you. In order for the BBB to appropriately process your response, you MUST answer the question above. Sincerely, [redacted]
We have built and shipped the same item for the same customer, with the same personalization twiceThe customer still claims that nothing was receivedNo further actions will be taken beyond this point.The customer was already refundedShe needs to check the card that was used on the order.If the customer has several cards, then she needs to verify which one she used by contacting the CC Company or bank that controls them.Since the customer was refunded and all the orders cancelled, our business has concluded.We advise that the customer contacts the deal site that sold the discount coupon codes that were used and get a refund from them
In response to the customer’s complaint: The customer emailed days agoThe customer service department works from Monday to Friday as stated in our website and auto-email repliesWe responded to the customer hours ago before we even noticed this Revdex.com complaintThe response was given to the customer under ticket number ***We advise the customer to please check the spam folder of his email address.The reason why the customer was charged the extra dollars was due to the fact that he selected Priority mail Express shippingThis shipping method is an upgraded shipping method that has an extra cost and that is why the charge was issued.It is not [redacted] ’s intention to overcharge any customer .This issue could have been easily resolved by simply changing the shipping method selected by the customer and then refunding the dollars that where chargedThis would have been done today if the customer would have provided enough time for the customer service department to respond to his email.The customer was already refunded through a 3rd complaint escalation channel issued by [redacted] here is the confirmation number: [redacted] The shipping method was returned to the standard shipping method.We advise the customer to please inspect the check out section in the cart before proceeding to payout in all online transactions to avoid these terrible experiences in the future.The cart check out summary is located on far right of the screen, next to the billing information.We hope that this explanation shares enough light on this issue and clarifies all details revolving this event
We have attempted to contact this customer over the phoneAs requested ,We have refunded this order and cancelled it in our systemThe shipping costs where reversedThe customer may request a refund from our deal-site partner
We are responding to our customer’s complaintThe customer placed an order; this order was shipped on December ***The customer emailed days agoWe responded to the customer on the [redacted] of JanuaryThe customer’s item is completed and it will ship out on MondaySince the order was placed after the Christmas cutoff date, it is understandable that they will ship out around these datesThis issue is resolved and the customer will have their item sometime next week
I regards to the issue described by our customer [redacted] ***.The customer ordered indeed on November the ***We built the item according to the customers specifications We have solid evidence to sustain the fact that we shipped the customers item through [redacted] Priority Mail Express and here's the tracking number for it : [redacted] We shipped on the [redacted] of December , more than enough time to ensure the customers item would arrive on timeAt this point the courier failed to deliver on time , however Monogramhub.com has honored the agreement to manufacture and ship with enough time to ensure that the item arrives on time to the customer This customer is being affected by the failures of a 3rd partyEven thou the customer claims to have sent us multiple emails regarding this issue , we have made multiple attempts to communicate to our customers that due to the holiday rush our customer service response time has increased and this is the reason why this customer has not been responded just yetNonetheless , thanks to this valid complaint issued by [redacted] we have assigned special personnel to investigate and contact the [redacted] facility involved in this delivery and ultimately locate the whereabouts of his item.We will attempt to isolate the problem and get the item to reach its rightful ownerWe are whiling to provide the customer with additional fulfillment as a compensation for this delivery issue In terms of issuing a full refund for the item , we would like to inform the customer the following : The item that was purchased is custom made , personalized and unique and before the purchase was made , every customer must acknowledge that all sales are finalThat being said we would never expect anyone to be ok with paying for something and never receiving it , at this point the item being held at [redacted] facility in CHARLOTTESVILLE , this is merely a shipping problem , if the item is indeed lost/stolen , we will take the necessary measures to ensure that our customer gets compensated and the responsible parties held accountable.At this point we consider that it would only be fair for the customer to allow some time for us to locate and deliver the item , once it is received we will also compensate and fulfill the customer with additional benefits in full efforts to mitigate this terrible experience
Revdex.com: 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: dear monogram hub staff, I am simply keeping Revdex.com informed The updates the send me are more timely If you can respond to there's immediately, same should go with responses to my emails, right? I just would like to keep it opened until receiving my full refund Since you note that you miscommunicated, I feel it's important to have clear communication from me I've seen all of your responses just as you have seen mine .thanks!! In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
They advertised on [redacted] and I ordered two necklaces a month before ChristmasI received one and it was spelled incorrectlyThe other necklace never arrivedIt's now the last week in JanuaryThere is no way to contact themI got one email from a customer service rep but nothing else in the past three weeksThis company is a scam and in ready to take legal action
I put my order over a month and halfAnd still waiting for itThe customer service is a jokeThis company is bunch scam artist!
The customer placed her order with an incorrect addressThis issue was resolved on the *** of December .We sent the item back to the factory for re-finishing and we re-shipped it on the ** of JanuaryThis customer interacted with our agents in an effort to resolve this issueRest assured the item is already on its way to the customer’s location
Revdex.com: 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 giveI did use it and saw the amount as zero but was billed the full amount anywayBecause of the late responses, I was not able to get in contact with anyone about this in a timely mannerBecause [redacted] did reply within hours, as per their policy they gave me a full refund for the codeI am now stuck betweenI am out of dollarsI 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 doubtNow 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 notI am hardly the first person to have this complain as I found out after researching reviews and seeing countless customers with the same issueThis is clearly a common issue that keeps repeating itselfI 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 everThe customer service response has been the worst I have ever dealt with, that includes my dealings with international companies from around the worldThe 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 AmericaI have been forward about what would resolve this issue: a refundAnything less will not be considered resolved in my eyesThank you In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Revdex.com: 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, [redacted] ***
In response with this issue, we contacted the customers local post office and they have submitted documentation that they have in fact delivered to the address that the customer has specified We have made multiple phone calls trying to find out why are these items not reaching the customer this is the 4th item we have sent to this customer and yet no successAs a business we are doing our part trying to get this issue resolved and in no event has the customer gotten miss informedWe have also attempted to contact [redacted] over the phone and are ''never able to reach her'' despite the fact that we have assigned a team of agents dedicated solely to the resolution of this issueAs I am writing this communication (at 14:03PM US eastern) I have called the customers phone number times and we cannot establish a connection.Let it be stated on record that we are attempting to resolve this in the most diligent way possible with no positive results present.If we ever reach [redacted] via email or phone, we will continue our efforts to get this matter resolved, not because this is registered as Revdex.com complaint, but because it is our responsibility as a business to deliver the goods that where purchased by the customer
Unfortunately this customer is out of warranty and we cannot attest to the usage given to the itemWe cannot proceed with the customers desired settlementOur position stands
The customer emailed our customer support department inquiring about the promotionWe assisted the customer by responding promptlyWe explained the promotion and its limits, so the customer can ultimately make an informed decision about the purchaseThe customer has not placed any orders on our siteThe customer is interested in acquiring an item based on an existing promotion The 18'' necklace is presented in our dealsite as an available choice There is an extra charge for selecting this item, We explained this to the customer The customer is under the impression that this is a misleading promotionHowever, the customer is able to consult the charges before the order is placed If the customer does not agree with the terms of the promotion, they are always able to step back and request for a full refund from the deal site (not monogramhub.com) that sold them this promo code In this particular situation, the customer believes that the terms are unacceptable This promotion will not be re-structured, the customer’s desired settlement is deniedTherefore the best course of action is for the customer to return to the promotional site and request for a refund
The customers item was sent we have been in contact via email
Responding to the customers complains.The customer inquires about orderson October the [redacted] and on November ***.The one on November the [redacted] 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
Revdex.com: 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: The issue is not resolved until the product is in my hands They have only replied to me regarding one order I have placed two orders [redacted] and [redacted] They have yet to respond about my second orderTHe business is taking no responsibility for the lack of communication during the time of my inquiries In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Good afternoon, We have verified the record for our customer and certainly, her requirement was misshandled by the customer service representative, who is no longer with us anymore We will reach out customer today and try to make it right for her either if she may wants a brank new necklace or a refund for her purchase Regards,
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and will await receipt of the replacement productI would like to keep this case open until the product has been received Attached is the email thread, which they state they did not receiveThe 3rd message was sent via the "Contact Us" form on their websiteThis I do not have a copy of Sincerely, [redacted]
RevDex.com: 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: As stated by the business, the associated promotion has expired, and as such, the existingvoucher is worth $29.99 toward the purchase of the same item, which is now on sale on their site for $39.99. However, the business is attempting to require me to purchase the item in question from a separate link where it is listed at a $99.99 price. In essence, this is bait and switch marketing, where an item is listed a multiple costs. My request to use the dollar amount already paid for the sale item which is the same exact item is not a "combination of promotions," and Mr. R [redacted] 's insistence of this claim merely affirms the fact that he is attempting to defraud me into paying more for an item that is being sold on the same site a a lower price. As such, I do not intend to give Monogram Hub more money for an item that could be purchased for less on their very same site, for the simple fact that he is refusing to honor the terms of the deal site with which he himself partnered to boost his company's sales. His partnership with this site would suggest that he will abide by their terms, which he continues to adamantly resist. Furthermore, his childish statements regarding my desire to "battle over terms" that are "irrelevant" is just case and point of the fact that his business, now open for just two short years, has close to 100 complaints listed on the BBB site. Thank you. In order for the BBB to appropriately process your response, you MUST answer the question above. Sincerely, [redacted]
We have built and shipped the same item for the same customer, with the same personalization twiceThe customer still claims that nothing was receivedNo further actions will be taken beyond this point.The customer was already refundedShe needs to check the card that was used on the order.If the customer has several cards, then she needs to verify which one she used by contacting the CC Company or bank that controls them.Since the customer was refunded and all the orders cancelled, our business has concluded.We advise that the customer contacts the deal site that sold the discount coupon codes that were used and get a refund from them