One Live Media

Responded to customer on JUL 22ND, 2014 AT 2:54 PM We have reached out and let the customer know that item selected is a pre sale item the bow down hat, that item is expected to ship out in 2-4 weeks. The Customer does have the option to leave order as is or we can cancel and process a refund.

Hello Miss [redacted],
font-family: arial, sans-serif;">My name is [redacted] with One Live Media. I am the contact for all Revdex.com communication. I am deeply sorry to hear that you have experienced any issues with your purchase and with your refund. I investigated your purchase order along with all communication that was received.
Upon reviewing your order information in our financial system, it does show that a full refund was processed on 01/19/2016. Please note that all refunds can take up to 10 Business days, which depends on your bank, especially with purchases that incur foreign currency. The refund was sent back to the card you used in your purchase.
The financial system also shows that a receipt was sent to the following e-mail address: [email protected]. In the receipt that was sent to this e-mail address, the information containing details of the refund (including: last four digits of your card, card type, the amount refunded, and the order date). I have also provided a screenshot of the receipt for the transaction in this e-mail.
You can use this receipt to give to your bank. Please note a refund receipt can only be created once the funds have left our account. If there is anything more I can do to help with questions or concerns, please feel free to contact me through the Revdex.com.
Thank you for your patience and support,
[redacted]

This order has been cancelled and refunded. The customer should be receiving an email confirming the cancellation and refund. Responses can take up 48 hours (two business days) and our Customer Service Business hours are Mon-Fri 9am - 6pm. Unfortunately on Saturday when the original contact was...

sent regarding this order no one was available to respond. We apologize for the trouble you have gone through. You should typically receive the refund within 72 hours, however refunds can take up 10 days to process.

Hello [redacted], As we discussed in a previous email thread, the refund was processed on 10/5/2016. In some cases, depending on the bank or credit card company, funds can take up to 10 business days to fully process. You mentioned you received the refund on 10/11/2016. Once again, I apologize for any...

inconvenience or frustration you have experienced. If 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,-[redacted]

Hello [redacted], We sincerely apologize for any concern or inconvenience this situation may have caused you. I also wanted to apologize for the lack of response to your emails. However,  we did not receive any emails from you regarding your order as we do not handle the customer support for this...

store. After speaking with the support team at Company X Merch, who handles the customer support, I found that your package has already been shipped to you. Please use the below tracking link for your order. Tracking Link: [redacted]For any further assistance regarding your order, please reach out to [redacted] Thank you for your support and allowing us to make this right for you,

Hello [redacted],My name is [redacted] with One Live Media's Advanced Customer Support Team. I am deeply sorry for the delay that has occurred with your order and with our response. I have looked through our system to find all communication with you. It does seem that another Agent has informed you...

that your order has shipped.The following information is the tracking information pertaining to your order:Tracking #: [redacted]Carrier: DHL eCommerURL: [redacted]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-mail.Thank you for your patience and support,[redacted]

Complaint: [redacted]
I am rejecting this response because: They have not taken responsibility for not replying to my email three days prior to and the day before the show requesting information on how I was to receive the tickets.  I emailed the support link they offered with no replies.  That lack of customer service caused me to miss this event, and they should own up to it being their lack of effort.  They do not have an compassion for their mistake.  In good faith they should reimburse me for what they caused.  I waited patiently for four days for a reply so I could know how I was getting the tickets.
Regards,
[redacted]

Hello Mr. [redacted]My name is [redacted] with One Live Media's Advanced Customer Support Team. I am deeply sorry for the delay that has occurred that has occurred with not only your exchange but with our errors of shipping out the incorrect merchandise. It would seem that either Dustin or Whitney has...

recreated an order for you. Your order has shipped from the warehouse with the following tracking information.Tracking #: [redacted]Carrier: FedExURL: [redacted]Please keep the shirt that was sent to you in error. If there is anything more we can do to help with questions or concerns, please fee free to contact us through the Revdex.com or e-mail.Thank you for your patience and support,[redacted]

Hello,
We sincerely apologize for the experience that you have had with us. We have notified our warehouse to ship your order asap and to expedite the shipping. We will also be refunding you the shipping that you have paid.

Hello Mr. [redacted],My name is [redacted] with One Live Media. I am sorry for any inconvenience that has occurred. I have pulled up all records of the order you have provided. You were refunded $10.00 for the two missing t-shirts on 02/02. I have attached a screenshot of the log from when the funds have left...

our account. I do hope this helps clear things up regarding your refund.If you have any any additional questions or concerns, please feel free to send us an e-mail.[redacted]

Hello Mr. [redacted],
I am deeply sorry again for the delay in your order. We have been informed that the warehouse will start fulfilling orders this week, but we have been delayed due to a warehouse transition. We have asked that your order is expedited but still will not ship out until the warehouse has fully received your items.
I do understand your frustration for the delay that has occurred. We can fully cancel and refund your order if you wish to not wait any further. However, if you do wish to wait, your order will ship out once the warehouse is able to start shipping out all orders. Once your order does ship, you will receive a shipment confirmation with tracking information for your order.
If there is anything more I can do to help with questions about your order, please feel free to contact me through the Revdex.com. We are doing our best to make sure your order does go out.Thank you for your patience and support.
[email protected]

Hello Miss [redacted],
font-family: arial, sans-serif;">My name is [redacted] with One Live Media. I am sorry for any inconvenience you have experienced with your calendar. The warehouse has informed us that the next mass shipment of these calendars will ship out Friday.
I have asked the warehouse to ship your order out first and to have the order shipped FedEx 2-Day. Once your order does ship, I will e-mail you personally with the tracking information. If there is anything more we can do to help with questions or concerns, please feel free to contact us.
Thank you for your patience and support.
[redacted]

Hello [redacted],
My name is [redacted] with One Live Media. I am sincerely sorry for the inconvenience and delay that was experienced. All Boyz II Men merchandise was moved to an upgraded facility in order to accommodate the holidays and provide a better experience. It does seem that your order was...

shipped out on 11/25. I have already processed a shipping refund for your order. Once the funds have left out account, you will receive a credit notification. Please allow up to 10 Business days for the credit to be reflected onto your account upon receiving the credit notification. If you still wish to return the product you have purchased, please send an e-mail to [redacted]. Please also include in the e-mail that [redacted] has authorized for a return mailer to be sent.Once again I am deeply sorry for any frustration that you have experienced.
Thank you for shopping at the Boyz II Men store.
If there is anything else we can do to address questions or concerns, please feel free to contact me.
[redacted]

Hello Mr. [redacted], We do apologize for the frustration that has occurred with your order along with the initial delay in response. The item you have ordered was an Out of Stock item that had been reported to us from the representative that handles Iron Maiden orders. As stated in a previous...

correspondence on 11/09, a refund has already been processed for the error that has occurred and the funds are no longer in our account therefore we cannot send an alternative item in lieu of the out of stock item. We do hope that you will continue to purchase merchandise of off The Iron Maiden Online Store. If there is anything more that we can do to address questions or concerns, please feel free to contact us at [redacted] or leave a voicemail @ [redacted]9.

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.
Regards,
[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.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I sent back two shirts and the response is only exchanging one of the two shirts.  Per your instructions a letter was enclosed with the returned items stating what size I wanted in the exchange.  When I called on 9/24/14 he never said I was previously contacted and I have no missed calls on my phone or e-mails.  He said he would mail an XL Girls Girls Girls Kopia shirt and a L Motley Crue Shield shirt that week since that was all he had in stock.  Three weeks have gone by and still no shirts have arrived in the mail.  Based on your response it doesn't sound like you have mailed them out yet.  You have had the returned items for almost three months now.
Can you send out a XL Girls Girls Girls Kopia and Motley Crue Shield shirt please with a tracking number?
 
Regards,
[redacted]

Hello Bob,
font-family: arial, sans-serif;">My name is [redacted] with One Live Media's Advanced Customer Support Team. I am deeply sorry for the delay that occurred with your order. Unfortunately, we no longer have Live Phone Support all lines from the Call Center are not directed to our voicemail which is checked multiple times a day.
I am happy to inform you that your order did ship on 02/05/2016. The following is the tracking information pertaining to your order:
Tracking #: [redacted]
Carrier: DHL Express
[redacted]
I once again deeply apologize for the delay that has occurred due to our massive warehouse transition. If there is anything more we can do to help with questions or concerns, please feel free to contact us through the Revdex.com or e-mail.
Thank you for your patience and support,
[redacted]

Order was placed on 09/03. All orders undergo a 1-5 processing time once they have been ordered to be picked, packed, and shipped. The order was process and marked as completed the same day. See Order Confirmation Attachment.Customer's order was sent via overnight delivery which was sent overnight and delivered on 09/04. The warehouse confirmed what they ship was correct which is why policy states we receive photos so we can show the warehouse of the mistake.Customer contacted us originally on 09/04 from the Call Center saying he received the incorrect item. See 2nd Attachment.Customer contacted us a second time by e-mail on 09/08 which was responded to in less than 3 hours. Customer explained that the item that they have ordered were incorrect and they would need additional compensation because they know how this works. We attached, within the same thread, a return mailer for the customer in less than 3 days while following procedures for exchanges, which includes photo evidence. See Attachment 3Customer then reached out to Call Center again on 9/10 suggesting that the order was shipped out with the incorrect item and it was meant for a gift therefore he would have waited for the [Labor Day Sale] 25% off that started on 09/04 and lasted until the end of Labor Day but an e-mail was sent about the sale on 09/03. At this point, customer has not mentioned in any correspondence that he wanted an exchange for his hoodie as well, only that he received an incorrect size of a shirt he planned as a gift.The customer's return mailer was created and sent to the customer on 09/11 @5:38 p.m. The customer sent out the package on 09/15 which was delivered to the warehouse on 09/21 but was confirmed received by the warehouse on 09/26. The Revdex.com compliant was filed on 09/29. The posted online policy states that the exchange should be processed from 7-10 business days, which business is also stated as being Monday-Friday. From the 21st to the 29th is 9 days but only 7 business days from the delivery confirmation that shows in the FedEx tracking information which is the minimum for orders to be processed. The following is the tracking information for both of the shipments in questions:Original ShipmentTracking#: [redacted]Carrier: FedEx[redacted]Return ShipmentTracking #: [redacted]Carrier: FedEx[redacted]Customer has already been refunded for overnight shipping because of the warehouse mistake of packing the wrong size in the order. The reshipment of the order has not been processed as of yet because of the open dispute. At this point, we can cancel the reshipment and refund for the incorrect item or process the exchange once the dispute has been resolved. We do truly apologize for the misfortune that has occurred with the customer involving their order. We can send the correct merchandise for the order that was sent back along with a return mailer for an exchange for the hoodie if desired as well but the customer has already been refunded for the shipping they received and we cannot give a 25% discount for the order.

Ordered product a month ago, still have not received it. Written 3 times to company to follow up on my order but I received no response. I was charged for this product, a phone number is not available to contact company. Only form of communication is through email, which does not get a response.