One Live Media

Hello Mr***,My name is Jayce with One Live Media's Advanced Customer Support TeamI do apologize for any inconvenience that has occurred with your order due to the system error and with the miscommunication that occurredOnce your order was able to be sent to the warehouse, there was an out
of stock item which prevented your order from shipping out.I have looked into refunding for the missing item and to have your order shipped as quickly as the warehouse canUnfortunately, it does seem that your order has been refunded entirely by PayPal due to a Claim you have issued with PayPalYour order has been cancelled as well.The technical system issue has been fixed and will not occur againWe do value you as a customer and have noted the feedback you have sent to usIf there is anything more we can do to help with questions or concerns, please feel free to contact us through e-mail.Thank you for your patience and support,[email protected]

Hello ***, My name is *** from OneLive Media, and I apologize you received an incorrect itemI also want to apologize for any inconvenience you have experienced. I have processed a refund to you for the full cost of the order, including the expedited shipping cost,
in the amount of $ You’ll receive a credit memo via email with the details of the refundUpon receiving the credit notification, please allow up to Business days for the refund to be reflected on your payment method, which depends on your bank or credit company.Once again, I apologize for any inconvenienceThank you for your support and allowing us to make this right for you.Please don’t hesitate to contact us if you have any questions.***

Hello,To request a refund please contact BandMerchThe contact information is belowPlease let us know if you have any further questions.Monday - Friday9:00AM to 5:00PM PST Toll Free Phone Number: ###-###-####Main Phone Number: ###-###-####Email address: ***

We were given an incorrect description from the merchandiser, and that information has been corrected online as well. Our customer support team also sent a discount code to the customer for the inconvenience, and of course we are willing to offer a full refund as well upon return of the
item. The price of the shirt was not changed and is currently still on sale for the same price with the new description. Please let us know if we can be of further assistance

Revdex.com:Thank you for all your help I have received my item and a refund for the overnight shipping of $12.50.
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

It is our policy that tickets that are not will call tickets will ship approximately 10-days prior to the show dateThe customer will receive tracking information via email once the tickets are shipped

Awesome people! Quick service! Brianna was very nice and helpful!

Complaint: ***
I am rejecting this response because: I want my money back this company has ongoing issues concerning shipping
Regards,
*** ***

This company has been a fantastic company to work withAny question I have or issue that comes up gets addressed in a very timely mannerEven though it has to be a very fast paced business, they still give personalized service when they canI would recommend them to anyone and I only wish that more companies could work with their customers the way that this one does

The last message we received from the customer stated that he would be "taking the print" if we couldn't offer a different solution (per the screen shot)Other than offering a full refund for the print upon receipt of the print at our office no other solutions have been offered for these
situationsWe took this to mean the customer wanted to keep the print, and not return for a refund. Since the customer would like to be refunded in full we have attached a return label to this message, and once the print is received the customer will be refunded in full for the damaged printNo partial refunds will be authorized, only full refunds upon receipt of the damaged print

Complaint: ***
I am rejecting this response because:The Vendor has continually said "the merchandise" is in the mailNow, it appears it not in the mailLong story short, I have not received anything but conflicting reports from OneLiveTheir response so far has only exasperated the need for the public to be aware of there deceptive and fraudulent business practices
Regards,
*** ***

This customer has been in contact with our VIP department since Jun20th Their correspondence is belowThe customer emailed on June 20thThe VIP department responded Ms*** informing her the person she was referring to is not a OneLiveMedia RepAlso that we had informed Rob Thomas's
Management of their complaintWe also did not receive any other complaints from other attendee's of this event from that evening. As soon as VIP received it, we began discussion with artist management to see if there was anything we could do for herAll reps on site confirmed that VIPs were handled fairly and efficiently to ensure the experience went smoothlyWe received no other complaints about the meet and greet, and from he pictures taken, it looks like everyone is having a great timeTherefore, management was not willing to provide anything additional to this VIP. *** then sent a follow up email on June at 12:49PM, which we replied to that same day at 2:49pm letting her know we appreciate her comments and will pass them on to management to help better the program.Let me know if you need anything else. Thanks! From: One Live VIP [mailto:***] Sent: Tuesday, June 23, 2:PMTo: '*** ***'Subject: RE: Rob Thomas VIP Photos - Riverside Theater 6/18/2015 Hi ***, Thank you for your patienceWe sincerely appreciate the feedback that you’ve provided belowThe woman you are referencing is not a part of the One Live Media staff, but is a member of the tourWe have sent your concerns regarding your specific experience to management and the tour, so that the experience can be improved for future showsWe apologize that you were disappointed with the experience but are happy that Rob Thomas was able to make you and your sister feel specialPlease let us know if you need any further assistance. Regards, VIP | *** * *** *** * ***From: *** *** [mailto:***@gmail.com] Sent: Tuesday, June 23, 12:PMTo: ***Subject: Re: Rob Thomas VIP Photos - Riverside Theater 6/18/2015 I emailed this compay days ago about this even and no one has reponed to me and I really need to discusss about how awful this entire experience was. *** *** On Tue, Jun 23, at 12:PM, One Live VIP wrote:Dear VIP Guest, We hope you enjoyed your recent VIP experience with Rob Thomas! Your Rob Thomas VIP Experience photos can now be viewed and downloaded on RobThomasMusic.com! Please click the link below to view photos from your experience: Rob Thomas VIP Experience Photos - Riverside Theater 6/18/2015 From here, you can select any images you would like to downloadTo save an image, right-click on the image and select “Save Image As…”You can then choose to rename your photo, as well as select a download destination (such as Desktop, a specific folder, etc). If you have difficulty with the download, we recommend using a different browser. If you have any questions regarding downloading your pictures or would like to share your personal experience with us, please feel free to write us at ***. Thank you, and we hope you have a great day!

Complaint: ***
I am rejecting this response because:
I want my money back this company has ongoing issues concerning shipping
Regards,
*** ***

Hello ***
We truly apologize for the inconvenience we have caused youWe are taking this to management on why your order has not gone outOnce we have tracking information we will forward that to youEmail address we have on file is ***

Hello ***,We do apologize for not responding to your caller tickets from the call center in a timely fashionWe have looked through all of our records for your order and see that you have first contacted us on 10/via phone call to the call center regarding that your order was
received with the correct shirts but were too small and you have already talked to David David (whom is part of Global not part of One Live Media) concerning your exchangeThe order in questions was from July which exceeds the 30-day return policyYou ended up receiving a return mailer for your exchange despite the policy stating that return mailers are for incorrect/damaged merchandiseThe return mailer was created and sent on 10/and the return (according to tracking) was sent out on 10/The return shows delivered on 10/from the tracking information which the warehouse shows it as received on 10/According to the Grateful Dead Online Store Returns & Exchanges page (https://www.faretheewellmerch.com/pages/returns-exchanges):ONCE OUR WAREHOUSE RECEIVES YOUR ITEM(S), YOUR EXCHANGE WILL BE PROCESSED WITHIN 7-BUSINESS DAYS.Business days are Monday-Friday excluding HolidaysYou contacted us again on 10/regarding the status of your exchange, the day the return was received at the warehouseWe also received an e-mail on 10/on a Sunday regarding that you have called in multiple times pertaining to your exchange but we only have record of the one call tied to your name and phone numberWe do have another caller ticket for 10/Monday regarding the exchange that you had sent which was received four days prior before the weekend explaining that you have talked to over people in the past week regarding your exchange but only have three call tickets from the call center and one e-mail correspondence sent to ***On 10/you reached out to David Davis again regarding your return which he asked us to look into your exchangeYour first half of the return was exchanged on 10/(a day before the policy stated 7-Business Days when the warehouse receives your order) and the second half on 10/You did open a Revdex.com compliant regarding the issue you were receiving from the call center giving you the run around but we only have caller tickets but did not leave a voicemail to our direct lineWe do apologize for the inconvenience that you have experienced with your exchangeYou have had your order exchanged even though it is beyond the Refund/Exchange policy windowYour exchanges have already been shipped and you have been e-mailed the tracking information for both exchangesUnfortunately, at this point we cannot do more since our policy has already been breached regarding your order

Hello ***, My name is *** from One Live MediaI sincerely apologize for any concern or inconvenience this situation may have caused youWe want to ensure that you have a positive experience shopping with the *** *** ***It is very important to us that you are served
properly. We have created a new order to replace the two damaged vinyls you receivedWe also included free items for each damaged vinyl you receivedYour new order number is ***Please allow 1-business days for this order to process until it is shipped to you. Please don’t hesitate to contact us if you have any questions either through the Revdex.com or e-mail Thank you for shopping at the *** *** ***.***

Complaint: ***
I am rejecting this response because:
One Live Media has yet to provide receipt of goods ordered and charged, nor has a refund been issued for said productThank you for your time and attention to this matterDelivery of Fare Thee Well Logo Rose Tie Dye - Medium SKU: GRAT20025MD Quantity: priced at $
Regards,
*** ***

Hello Miss ***,My name is *** with One Live MediaI am incredibly sorry for the inconvenience you have experienced with your orderThis issue has never happened in the past when dealing with damaged itemsI have escalated the issue to management to ensure that our policies are adhered to when refunding orders.I have already processed a refund for the full amount of your orderYou will be receiving a credit notification shortly regarding the remaining amount on your order being refundedPlease allow up to Business days for the credit to be reflected onto your account, which varies depending on the bank.If there is anything more I can do to help with questions or concerns, please feel free to contact me.Thank you for shopping at the Ghost store.***

Hello Miss ***,">My name is *** with One Live Media's Advance Customer Support TeamI am deeply sorry for the delay that has occurred with for your order and with our responseI did look for all communication attempts you have made but have only found one phone call and voicemailI have also discovered your e-mails but only one response from usThe previous agent did mention the warehouse transition which is mostly completedAll orders will begin shipping normally very soonPlease keep note that your order contains a pre-sale item. Jeff Gordon Martinsville Speedway Win Tee is a pre-sale item which is expected to be released in January When this item is released by the licensee, they will be delivered to the warehouse to start fulfilling ordersOnce your order does ship, you will receive a shipping notification with tracking information pertaining to your orderI do understand any frustration that has occurred with the delayIf you wish to cancel your order, we will be able to cancel and refund your order immediatelyIf there is anything more we can do to help with questions or concerns, please feel free to contact usThank you for your patience and support***

Hello Mr***,My name is *** with One Live MediaI would like to start off by letting you know how deeply sorry I am to hear about your customer service experience. We have created a replacement order to have shipped to you 2-Day which has been shipped outPlease keep the jar that
was sent to you in error at no additional cost to you. In addition, I have processed a refund for your orderOnce the funds have left our account, you will receive a credit notification via PayPalIf there is anything more I can do to help with questions or concerns, please feel free to contact me