After reading the customers response we identify a need to repeat what we wrote on our last response:The customer failed to read the Christmas cut off date disclaimer. All orders placed after November the [redacted] will initiate production after Christmas day. We have had this message posted on the deal site and on our website for everyone to see. The customer may rest assured that her items will ship out soon.We have expedited these orders and they should be out sometime this week.The customer is asking for the orders to be sent, and they will be sent soon.
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 [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted] ***
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 customers complaint. The customer reached out to use requesting assistance in placing her order.One of our representatives responded to the customer and was going to get back to her with a solution to her issue regarding how to order. This response took too long and the... customer decided to file a BBB complaint. A manager reached out to this customer offering assistance and compensation but the customer refused.Since the customer is no longer willing to do business with us. I would advise her to please contact the deal site that sold her the coupon code and have them provide the refund.We are currently not in business with this customer since she never placed her order.
We are granting the customers desired settlement that is described on the Revdex.com complaint ticketThe customer is requesting to be refundedWe recommend the customer to contact the deal site and request for this refund.Regards,
We are responding to this customer’s complaint.The 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 customer.We 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 firstWe have emailed the customer directly and we are currently inquiring about additional information in order for us to better understand her claim
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 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 [redacted] 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 [redacted] since the factory doesn’t work on the weekends we released on the [redacted] , it arrived to the distribution center on the [redacted] 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 [redacted] 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 orderYours in service : [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: [Your Answer Here] I recognize that Christmas is a busy time, but, my order was places well before the rush Resolution of this should have occurred in October! They have sent a credit to my paypal for the $I paid groupin, but I paid a further amount for the longer chain,At this point I honestly question their customer service! They seem to have an excuse for December..but I'df you are going to sell for Christmas be ready for it I continue to get emails from this business to buy more....yet they seem incapable of handling errors!not sure where to go from here, but will not buy nor recommend this business" In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
We already responded to this customer via emailWe are remaking this order for the customerShe can keep the one that broke; there is not need to return it We are building another one She will be receiving it soon
In response to this customer complaint The customer has placed several ordersWe are interacting with this customer through our customer service portal and we are currently offering multiple options to alleviate this situation and reaching a definitive conclusionAt the moment we are waiting for the customer to respond to our offer and beyond this point this issue will be resolvedWe would like to clarify that this channel is designed as an alternative way for customer that are not being assisted or that are being ignored by the merchantWe are interacting with this customer at this very moment.For all intents and purposes we consider this issue resolved pending a response from this customerAll communications will be terminated through this channel since this issue is currently being address through our customer support email service
ONCE MORE : In a full effort to resolve this issue in a manner that the customer would approve , we have issued and expedited rebuild order on 12-**-on behalf of this customer with the approved design that we showed her back then on our email samplesWe will proceed immediately and we will try to get the item before Christmas.UPDATE:The Item has shipped today [redacted] , [redacted] It is on its way to our distribution center in [redacted] and from there it will be shipped to you address The piece will arrive before Christmas.We are fulfilling our obligations as manufacturers of the item by Re-making and Re-Shipping the piece with the approved specs to the customer
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.However, there was no communication that my order could take longer than the 2-3 week shipping period mentioned in their response (see below) nor does it excuse or explain the lack of response after my multiple inquires."This email is to confirm the receipt of your recent order from MonogramHub.com. Please keep in mind that for personalized orders the estimated shipping time is 2-3 weeks." Sincerely, [redacted]
In response to the customer’s complaint: The customer emailed us expressing her concerns with the advertising of the item and the response time from customer service Addressing the alleged advertisement: The reason why the customer saw the dollar extra cost was due to the fact that sterling silver is an upgrade for this itemHaving the item built in sterling silver is a considered a special request, an upgrade , an a/ personalized selection(This is a special request that comes with an extra dollar cost) When you take a moment and read the entire brochure that was emailed to the customer you will see that the words ‘’ sterling silver’’ are not written anywhereThe promotion does not mention the metal used for the items construction; this is not mentioned because there are options available for the customer to order the item: -Gold tone -Silver tone -Sterling silver -Karat Gold plating over sterling silver -In depth- -Gold tone is constructed with a base metal plus a golden coating -Silver tone is constructed with a base metal plus a Rhodium Finish (*Rhodium is used as an alloying agent for hardening and improving the corrosion resistance of platinum, palladium and other base metals) The offer that was presented to all customers, the advertising displayed on the deal sites and the item description displayed on the website does not present sterling silver as the only base metal in which the item will be builtPlease inspect the attachment provided by the customer in the complaint and you will note that these options are not marked anywhere We hope this clears out advertisement issue The customer has accused us of ‘’sleazy business practices’’We would like to note that this person has purchased items from us in the past with no issues at all For the item in question we would like to clarify that the customer only purchased a coupon The customer has not redeemed this coupon in our site yetThis automatically invalidates her claim, given the fact that we are not in business with the customer at all in the present timeShe sent an email requesting assistance in how to acquire the item The customer has had the option (since the beginning) to go back to the deal site and request for a refund The customer claims that she was somehow tricked into providing her informationWe would like to clarify the fact that we have had all of this information in our system already; we have this information because we had successfully engaged in business in the past For Customer service procedural purposes only, she was asked where she would like the items to be shipped We ask this questions because there will always be a possibility of repeat customer wanting to ship to different location In conclusion after evaluating the entire case, you will note that the only base for this complaints is the fact that we were unable to contact the customer to provide continued assistance over the phoneDespite our efforts the time difference plus a mother’s day rush caused a delay in our response time with emails and phone support (Which we do not provide at the moment with the exception of voicemails.) We apologize that the customers experience has escalated to this level; we would like to extend our interest in continuing doing business with the customer If the customer desires, she can provide us with a new time for us to call and we will have a manager assist her directly
Responding to the customer’s complaint: All charges and costs are made available to all customers that purchase through monogramhub.comWe have a detailed summary at the checkout section that allows customers to make and informed decision before a purchase is madeThe shipping costs are also present during the personalization section of the items purchaseIf the customer had any problems with pricing we advise her and all customers for that matter to please email our customer service department before the purchase is made if they have any questionsThe customer agreed and paid for the items that were offeredThese items were produced, shipped and receivedThe items were consistent with what was advertisedWe are sorry to learn that the customer is not satisfied with the items producedWe would like to point out the fact that we have customer service department that is prepared to deal with these situations, the email address to reach this department is [redacted] Here is also a link that any customer can use to contact us: [redacted] Here is a telephone number that we have made available for all customers to leave a voicemail or callback number if needed: ###-###-#### Customer never reported any concerns to our customer service departmentA Revdex.com complaint was issued without giving us the opportunity to assist
Responding to the customer’s complaintWe have provided a diligent and proactive customer serviceHere is the timeline: · The customer placed an order· The birthstone broke during shipping · The customer reported the issue· We sent the customer another birthstone· The customer reported that it never arrived· The customer requested a refund· We provided options ? PayPal, check , special coupon or send the stone again· The customer selected check refund, and we asked to confirm the addressThis is the end of all events we have no problem refunding the customer for the broken birthstoneAll the customer needs to do is confirm the addressWe will not proceed unless the customer confirms the address since we already have records of items not arriving after we ship(This is a requirement that must be met) To conclude this matter, we ask the customer to reply to our last email confirming the address and the desired settlement will be granted as stated before
All items where shipped on the [redacted] of march We have attached pictures of the tracking information that was emailed to the customer.All personalized orders need 2-weeks in order for them to be completed.We need this customer to be patient and allow the necessary time to passAll items are in route
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
After reading the customers response we identify a need to repeat what we wrote on our last response:The customer failed to read the Christmas cut off date disclaimer. All orders placed after November the [redacted] will initiate production after Christmas day. We have had this message posted on the deal site and on our website for everyone to see. The customer may rest assured that her items will ship out soon.We have expedited these orders and they should be out sometime this week.The customer is asking for the orders to be sent, and they will be sent soon.
This was a miss understanding in communicationWe called the customer and straighten the hole matter
We already responded to this customer via email We provided a return label for all items to be returned and for the customer to be refunded
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 [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted] ***
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 customers complaint. The customer reached out to use requesting assistance in placing her order.One of our representatives responded to the customer and was going to get back to her with a solution to her issue regarding how to order. This response took too long and the... customer decided to file a BBB complaint. A manager reached out to this customer offering assistance and compensation but the customer refused.Since the customer is no longer willing to do business with us. I would advise her to please contact the deal site that sold her the coupon code and have them provide the refund.We are currently not in business with this customer since she never placed her order.
We are granting the customers desired settlement that is described on the Revdex.com complaint ticketThe customer is requesting to be refundedWe recommend the customer to contact the deal site and request for this refund.Regards,
We are responding to this customer’s complaint.The 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 customer.We 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 firstWe have emailed the customer directly and we are currently inquiring about additional information in order for us to better understand her claim
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 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 [redacted] 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 [redacted] since the factory doesn’t work on the weekends we released on the [redacted] , it arrived to the distribution center on the [redacted] 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 [redacted] 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 orderYours in service : [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: [Your Answer Here] I recognize that Christmas is a busy time, but, my order was places well before the rush Resolution of this should have occurred in October! They have sent a credit to my paypal for the $I paid groupin, but I paid a further amount for the longer chain,At this point I honestly question their customer service! They seem to have an excuse for December..but I'df you are going to sell for Christmas be ready for it I continue to get emails from this business to buy more....yet they seem incapable of handling errors!not sure where to go from here, but will not buy nor recommend this business" In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
We already responded to this customer via emailWe are remaking this order for the customerShe can keep the one that broke; there is not need to return it We are building another one She will be receiving it soon
In response to this customer complaint The customer has placed several ordersWe are interacting with this customer through our customer service portal and we are currently offering multiple options to alleviate this situation and reaching a definitive conclusionAt the moment we are waiting for the customer to respond to our offer and beyond this point this issue will be resolvedWe would like to clarify that this channel is designed as an alternative way for customer that are not being assisted or that are being ignored by the merchantWe are interacting with this customer at this very moment.For all intents and purposes we consider this issue resolved pending a response from this customerAll communications will be terminated through this channel since this issue is currently being address through our customer support email service
ONCE MORE : In a full effort to resolve this issue in a manner that the customer would approve , we have issued and expedited rebuild order on 12-**-on behalf of this customer with the approved design that we showed her back then on our email samplesWe will proceed immediately and we will try to get the item before Christmas.UPDATE:The Item has shipped today [redacted] , [redacted] It is on its way to our distribution center in [redacted] and from there it will be shipped to you address The piece will arrive before Christmas.We are fulfilling our obligations as manufacturers of the item by Re-making and Re-Shipping the piece with the approved specs to the customer
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.However, there was no communication that my order could take longer than the 2-3 week shipping period mentioned in their response (see below) nor does it excuse or explain the lack of response after my multiple inquires."This email is to confirm the receipt of your recent order from MonogramHub.com. Please keep in mind that for personalized orders the estimated shipping time is 2-3 weeks." Sincerely, [redacted]
In response to the customer’s complaint: The customer emailed us expressing her concerns with the advertising of the item and the response time from customer service Addressing the alleged advertisement: The reason why the customer saw the dollar extra cost was due to the fact that sterling silver is an upgrade for this itemHaving the item built in sterling silver is a considered a special request, an upgrade , an a/ personalized selection(This is a special request that comes with an extra dollar cost) When you take a moment and read the entire brochure that was emailed to the customer you will see that the words ‘’ sterling silver’’ are not written anywhereThe promotion does not mention the metal used for the items construction; this is not mentioned because there are options available for the customer to order the item: -Gold tone -Silver tone -Sterling silver -Karat Gold plating over sterling silver -In depth- -Gold tone is constructed with a base metal plus a golden coating -Silver tone is constructed with a base metal plus a Rhodium Finish (*Rhodium is used as an alloying agent for hardening and improving the corrosion resistance of platinum, palladium and other base metals) The offer that was presented to all customers, the advertising displayed on the deal sites and the item description displayed on the website does not present sterling silver as the only base metal in which the item will be builtPlease inspect the attachment provided by the customer in the complaint and you will note that these options are not marked anywhere We hope this clears out advertisement issue The customer has accused us of ‘’sleazy business practices’’We would like to note that this person has purchased items from us in the past with no issues at all For the item in question we would like to clarify that the customer only purchased a coupon The customer has not redeemed this coupon in our site yetThis automatically invalidates her claim, given the fact that we are not in business with the customer at all in the present timeShe sent an email requesting assistance in how to acquire the item The customer has had the option (since the beginning) to go back to the deal site and request for a refund The customer claims that she was somehow tricked into providing her informationWe would like to clarify the fact that we have had all of this information in our system already; we have this information because we had successfully engaged in business in the past For Customer service procedural purposes only, she was asked where she would like the items to be shipped We ask this questions because there will always be a possibility of repeat customer wanting to ship to different location In conclusion after evaluating the entire case, you will note that the only base for this complaints is the fact that we were unable to contact the customer to provide continued assistance over the phoneDespite our efforts the time difference plus a mother’s day rush caused a delay in our response time with emails and phone support (Which we do not provide at the moment with the exception of voicemails.) We apologize that the customers experience has escalated to this level; we would like to extend our interest in continuing doing business with the customer If the customer desires, she can provide us with a new time for us to call and we will have a manager assist her directly
Responding to the customer’s complaint: All charges and costs are made available to all customers that purchase through monogramhub.comWe have a detailed summary at the checkout section that allows customers to make and informed decision before a purchase is madeThe shipping costs are also present during the personalization section of the items purchaseIf the customer had any problems with pricing we advise her and all customers for that matter to please email our customer service department before the purchase is made if they have any questionsThe customer agreed and paid for the items that were offeredThese items were produced, shipped and receivedThe items were consistent with what was advertisedWe are sorry to learn that the customer is not satisfied with the items producedWe would like to point out the fact that we have customer service department that is prepared to deal with these situations, the email address to reach this department is [redacted] Here is also a link that any customer can use to contact us: [redacted] Here is a telephone number that we have made available for all customers to leave a voicemail or callback number if needed: ###-###-#### Customer never reported any concerns to our customer service departmentA Revdex.com complaint was issued without giving us the opportunity to assist
Responding to the customer’s complaintWe have provided a diligent and proactive customer serviceHere is the timeline: · The customer placed an order· The birthstone broke during shipping · The customer reported the issue· We sent the customer another birthstone· The customer reported that it never arrived· The customer requested a refund· We provided options ? PayPal, check , special coupon or send the stone again· The customer selected check refund, and we asked to confirm the addressThis is the end of all events we have no problem refunding the customer for the broken birthstoneAll the customer needs to do is confirm the addressWe will not proceed unless the customer confirms the address since we already have records of items not arriving after we ship(This is a requirement that must be met) To conclude this matter, we ask the customer to reply to our last email confirming the address and the desired settlement will be granted as stated before
All items where shipped on the [redacted] of march We have attached pictures of the tracking information that was emailed to the customer.All personalized orders need 2-weeks in order for them to be completed.We need this customer to be patient and allow the necessary time to passAll items are in route
The customers item was shipped on march ***Here is the tracking number for it : [redacted]
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