One Live Media

These folks have been greatI only had a question on one order, and I've placed a few ordersThey were very quick to respond and took care of the concernIf anyone deserves Revdex.com accreditation, One Media Live certainly does!

Hello,
Reached out to the customer AUG 8TH, AT 10:07AM asking the customer the statement below
"We are contacting you about your exchange, the warehouse notified us that your request for the exchange for the MOTLEY CRUE SHIELD T-SHIRT FROM A 2XL TO A 1XL is no longer
availableInstead would you like the GIRLS GIRLS GIRLS KOPIA ON WHITE TEE IN 1XL? Please let us know."
We did not receive a response back from the customer

Hello ***, We sincerely apologize for any concern or inconvenience this situation may have caused youWe also apologize for the delay in response time you experiencedAs communicated to you in an email on 1/11/The Who Is It Unisex Gray Tee M in your order is out of stock and will not be
restocked.The remaining items in the order were shipped using the below tracking link.Please also be aware it can take between 24-hours for tracking numbers to reflect shipping activity- (***) The out of stock item was also refunded to you on 1/11/You should have received a credit memo via email with the details of the refundAt that time, please allow hours for the refund to be reflected on your payment method.Also in the email is a one-time use voucher as compensation for the troubles that you have had with this orderOnce again, I apologize for any inconvenience or frustration you have experiencedIf there is anything more I can do to help with questions or concerns, please do not hesitate to reach out to me either through the Revdex.com or by e-mail.Thank you for your support and allowing us to make this right for you,-***

Complaint: ***
I am rejecting this response because:
One Live Media did not respond to the multiple e-mails I sent
It took them more than months to process my refund I'll consider this complaint resolved once I've received and explanation for the complete lack of communication
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
Regards,
*** ***
?On the motley.com website it states in the shipping FAQ -orders with ship to address within the US will be shipped via UPS or USPS-orders take 1-business days to process before they are shippyou would like to check the status of your order, please see “track order” instructions below(which there is nothing below that says “track order”)when I placed my order the website did not state any of the item I selected were out of stockOn10-15-the first time I checked on my order is when I learned one item was out of stockI wasalso told the warehouse does not ship what is in stock and then later ship items that comeavailable. My credit card was charged on 10-9-Since when does a website charge a customerBEFORE the shipment ships out?! I have ordered stuff on the Internet for many years and NOwebsite charges BEFORE shipping and NOT ship items separately, and NOT notify you itemsare NOT in stock.Below are chat conversations I had with people on the Motley Crue Website:10-15-with Dustin asking about the status of my order that was placed 10-8-He told me anitem was not availableHe offered ship out what was available and refund the back ordered itemor refund the entirety of the order. I said I would wait for the item to come availableI asked myorder to be held and then be shipped when the one item comes in stockHe said that would befine. I asked what Item was out of stock he said it was the Dr Feelgood Lyric Womens ZipHoodieI asked if he had a time frame the item would be available he said we do not have anexpected date but he put in an inventory request from the eComm Dept for an update on availableinventory for this item.10-21-spoke with ***I asked if they knew yet when the hoodie will be back in stockHesaid we have created a ticket for this order because there seems to be a communication errorwhen the order was placedHe says another agent has informed me that we placed another orderon your behalf but not that it was canceled because you would rather wait for the hoodie to be instockThat agent still does not have an update on when the item will be back in stockWe cancreate a ticket that way he will update you on when and if the item will be reordered.10-23-spoke with *** I asked when someone places an order and if something is not instock can the items available be shipped and when the out of stock item is available be shippedthen? He said NO items/orders cannot be short shipped be the warehouse request. He contactedthe customer service dept and he said he had been advised to push the order through. He thensays we do have inventory for this order is what has been relayed to us but the system is notshowing that we doI said so everything IS available? He says Now it isThe warehouse hasreplayed they have some inventory for the item but the system does not reflect it. I asked can youfind out when my order will be shipped out? He says we will have to check with warehouse forthat infoWe will send an email immediatelyWe have your email so we can contact you afterwe have shipping info 10-26-spoke with ***I contacted them because I received an email stating my shipmentwas sent FedEx and NO tracking number was provided. I found this suspicious because theirwebsite states they us UPS and USPSPlus no tracking numberHis response we have created aticket to send to the sComm teamWe will be refunding your shipped charged for these issues.Once we have your tracking info, we will email it to you. NEVER GOT THAT INFO.10-30-spoke with ***Stating I still have NOT received my tracking info and my orderwas supposedly shipped out last Friday 10-23-per the email I received and have not receivedmy shipmentI also stated to her the motley.com website states they use UPS and USPS so thismakes me believe I was lied to that my order was not shippedShe replied I am creating a ticketfor youYou will have tracking info by the end of the dayNEVER GOT THAT INFOI said aticket was created Monday and nothing happenedShe assures me it should be fixed by the endof the dayI will be back with you soon by emailTHAT NEVER HAPPENED11-2-spoke with ***Where is my Order? I told him I spoke with *** on Friday 10-30-and she stated I would have my tracking info by the end of the day and that neverhappenedThat my order was supposedly shipped FedEx on 10-23-and never had a trackingnumberHe stated he updated my order because IT WAS NEVER SHIPPED due to a shipmenterror. I said I am sick of being jerked around and lied toI received my credit card statement inthe mail saturday10-31-15. I said if I do not have an answer today where my order is I am filinga stop payment with my credit card and will file a complaint with the Revdex.com. He says currentlyyour order is shown as picked on 10-30-because the warehouse does not work weekendsYouorder will be delivered FedEx day. I said there has been nothing but errors with this companyfrom day oneI asked again where is the tracking infoHe says its not been shipped yetHe says Ican explain the error that had occurred but it was unfortunately with the shipping method ofFedEx Ground. I asked why would I get a confirmation email that my order was shipped when itwas not? He says All orders had to be manually changedOn Friday I was told to look into yourorder again from ***I personally changed your order to be sent FedEx day instead and Ihad refunded shipping because your order was affected by the broken linkIt was a broken linkthat never exported the orders to the warehouse because of a broken shipping method so it wouldshow as shipped with a blank tracking number once the processing max period was overA lot oforders both made manually on our end and on the customers side was effected. The problem wasaddressed last Friday. Your order shows both movement from the warehouseThey have alreadyreceived, released to the floor, and picked your order out. Once they have packed your order, youshould be receiving tracking info from us. I asked is my order scheduled to be shipped outtoday? He says, Unless some incident happens at the warehouse today, it should ship out todaysince your order has already been picked up. I said well I guess I wont hold my breath since thereseems to be problems with my order from day one of 10-8-15. He says once the tracking info hasbeen updated I will reach out to you to update you.11-3-spoke with ***I let him know I have filed a complaint with Revdex.com and have learned ontheir website several complaints have been filed against onelive media about never getting theirmerchandise. I have also made a complaint with my credit card co. He immediately transferredme to ***She asked what can we do for you. I said GIVE ME MY MERCHANDISE!!!!!!She states they experienced a technical glitch with our shipping systems. We tried a number ofsolutions Friday particularly for your order. I said same excuse after excuse after excuseI amsick of this bt I am done!!!!!!!!! She says it has just began moving through processinghowever we can no longer ship your merchandise due to the credit card dispute. I said I reallydon’t give a rats assI placed my order 10-8-15. She says I stated there was a glitch in ourshipping systems that kept the orders from being shipped. I told her I don’t believe a word yousay because I have been told more than once my order was being shipped today and it neverhappenedI also stated looks like there problems have been going on for years because I can readeveryone else complaints on the Revdex.com website She says we stated the order should ship today. Ican assure you we are all aware of the issue your order has and have been trying to resolve thisSo as you can see above all the excuses I received day after day, why would you believe anythinganyone has to say about an orderWhat a coincidence that I file a complaint with the Revdex.com andmy credit card company on 11-3-15, then low and behold I get an email from Onelive MediaTHE VERY NEXT DAY that my order has been shipped 11-4-WITH A TRACKINGNUMBER. After all this, I will NEVER order from them again. Apparently you have to file acomplaint for them to get off their as and do something!!!!!!!!! Once I receive my order and seeeverything is there that is suppose to be I will let you know!

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
Regards,
*** ***

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 It is very unfortunate that when I ordered this item on Black Friday of it took half a year to get a refund for a $item that was not in stock.
Regards,
*** ***

One Live Media was incredible to work withThey were very professional in their e-mails, gave prompt responses, and worked with me to accommodate my specific needsWhether it was e-mail communication or a telephone conversation, everyone I spoke to was very kind and gave accurate informationI highly recommend them, and definitely look forward to doing business with them again!

Hello ***,">My name is *** with One Live Media's Advanced Customer Support TeamI am deeply sorry for the delay that has occurred with both your return and our response timeI have attempted to look through all available forms of communication that we offer but could only find one e-mail from *** on 12/25/We have located the return at the warehouse that was received on 1/5/I have processed the refund for the return as wellOnce the funds have left our account, you will receive a credit notification via e-mailPlease allow up to Business days for the credit to be reflected onto your account upon receiving the credit notificationIf 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,
***

I ordered a T-Shirt and a Hat Pin I received the T-Shirt but not the Hat Pin I have been trying for weeks now to contact them There is never any answer to any of my phone calls, none of my messages have been returned, and I get a delivery warning through their contact form onlineI would love for someone to contact me so that this situation can be resolved

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meWondering if they have an estimated date of shipping (i.eweek, month) so this doesn't remain open ended, or ongoing for another months
Regards,
*** ***

The customer has been refunded for the returned orderWe apologize for the severe delay in taking care of this matter and the further action that had to be taken by the customer

Revdex.com:
Yes, they did call me, and told me the item would be processed that evening or the next day At no time did she mention that the item was out of stock and could not be shipped immediately I will wait for the item to come back in stock and be shipped I don't believe that this resolves the issue as this could just be a stalling tactic Until the item is in the mail and I have a tracking number, I have doubts that the item will make it to me I really don't wish to close this case until the item is in the mail
Regards,
*** ***

Hello Mr. ***,
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My name is *** with One Live Media's Advanced Customer Support teamI am sorry for the delay that has occurred with your orderWe have recently transitioned to a new warehouse for an overall better customer service experienceUnfortunately, this has caused some delays with ordersWe have been informed that transition will be completed next weekAll orders will be able to process normally after the transition has been completedOnce again, I am deeply sorry for any inconvenience that has occurred due transition that took longer than we expectedAt this time, we can cancel your order and refund your order in full or we can ship out your order once the transition is completeI would like to offer a discount code for 10% off one Future order:***
Please note that this discount code cannot be combined with another discount code and will expire in monthsPlease respond on how you would like for us to proceedIf there is anything more we can do to help with questions or concerns, please feel free to contact usThank you for your patience and [email protected]

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
Regards,
Robert ***

The resolution that has been offered to this customer is the same resolution that has been offered and followed by all other customers who are dealing with the same situation regarding their order. The customer was sent an email stating a refund would be processed, this email was in error, the
customer will not be refunded for the missing printThe customer will be reshipped the correct print the customer orderedThat communication, including an email with the correct information is attached in a screen shot. This customer has been sent a return mailer for the incorrect poster so as not to incur any further shipping chargesThe return mailer is attached as well. Below is the communication between us and the customer Via paypal disputes. From Buyer - *** ***7/23/15:PDTI received the wrong poster and the wrong poster arrived damaged.From Seller - Music One Live7/25/22:PDTHello ***,You should have received an email explaining this situationHave you not received your return mailer yet to send back the incorrect print and receive the correct print?From Buyer - *** ***7/26/04:PDTNo I have not, what is the tracking numberFrom Seller - Music One Live7/26/08:PDTThe return mailer and email would have been emailed to [email protected] was a technical error that caused the train poster to be replaced by the China Cat poster when information was sent through the system to the warehouse to shipI will send a return mailer to the email above, and once the incorrect posters is received a new order will be submitted for the correct train poster to be shipped.From Buyer - *** ***7/26/14:PDTIn your e-mail you say you will give me a refund and here you say you will ship the correct printCan you be more clear on which one it is? I want the correct print shipped to meFrom Buyer - *** ***7/26/15:PDTCan you also give me the tracking number for the train print you are sendingFrom Seller - Music One Live7/27/08:PDTYou will receive a return mailer for the incorrect print received, and once the the incorrect print is sent back and received a new order will be submitted for the correct poster and shipped as soon as possible

Hello Miss***,
My name is *** with One Live MediaI have spoken with you over the phone regarding to cancel an item off your order but to keep the DiecastThe refund was sent through PayPal and the a new order has been created*** is the new order numberPlease be aware
that the estimated shipping date is April If there is anything more I can do to help with questions or concerns, please feel free to contact me.Thank you for supporting Jeff Gordon***

Hello ***,
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My name is *** with One Live Media's Advanced Customer Support TeamI am deeply sorry for the delay that has occurred with your order and with our responseI have looked through our system to find all communication with youIt does seem that another Agent has informed you that your order has shippedThe following information is the tracking information pertaining to your order:
Tracking #: ***
Carrier: DHL eCommer
URL: ***
If there is anything more I can do to help with questions or concerns please feel free to contact me through the Revdex.com or e-mailThank you for your patience and support,
***

Hello Mr. ***,My name is *** with One Live MediaI am sorry for any inconvenience that has occurred with your orderI have sent your information to the proper department so that we may reship your order as soon as possibleUnfortunately, it does seem that the order was never shipped
back from USPS therefore not received by our warehouse.Once I have been updated on the status of your order, we will be able to move forward with either a refund or reshipmentIf there is anything more we can do to help with questions or concerns, please feel free to contact us.I am deeply sorry again for the delay and any inconvenience that has occurred with your order.Thank you for supporting Motley Crue.***