One Live Media

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. I hope the business will contact me when more information about my order isavailable. 
Regards,
[redacted]

Hello [redacted],We truly apologize for the inconvenience we have caused you. We are having the warehouse ship your order out asap. Please let us know if you have any questions. Thank you so much for your patience with us.

Hello [redacted],
 
We do apologize for the inconvenience that has occurred with your cancellation refund along with not responding to your caller tickets from the call center in a timely fashion. We have received your voicemail rejecting our offer to refund shipping in lieu of...

cancelling your orders. We have gone ahead cancelled, processed, and refunded the rest of your orders. Attached to this e-mail are the 4 cancellations and refunds that you desired. You have also been e-mailed credit memos for each refund that has occurred. Please allow up to 10 Business days for the credit to be reflected onto your account. If you have any questions or concerns, please feel free to contact us at [redacted]

Complaint: [redacted]
I am rejecting this response because:I want to know when I will be...

receiving my items. How long will it be before I get my items? They have been back ordered since October 27th I ordered them on the 10th.......I am not canceling the order....I want my items....asap. One was a birthday gift for someone.....they are waiting and have seen how I have been trying to get it. This is why I picked 2 day shipping on the 10th of October. So I could get them faster. Regards,
[redacted]

[redacted]c4 . <[redacted][email protected]>
Dec 12 (3 days ago)
to One
I want to know when I will be receiving my items. How long will it be before I get my items? They have been back ordered since October 27th.......I am not canceling the order....I want my items....asap. One was a birthday gift for someone.....they are waiting and have seen how I have been trying to get it. This is why I picked 2 day shipping. So I could get them faster.
[redacted]c4 . <[redacted][email protected]>
Dec 12 (3 days ago)
to One
I want to know when I will be receiving my items. How long will it be before I get my items? They have been back ordered since October 27th.......I am not canceling the order....I want my items....asap. One was a birthday gift for someone.....they are waiting and have seen how I have been trying to get it. This is why I picked 2 day shipping. So I could get them faster.

The customer's order has already been shipped and is in transit with FED EX and is expected to deliver on 7/21 per the tracking information as of current. I have included a screen shot of the tracking information on the FED EX website with the customer's tracking information. It seems there was a...

technical error in relaying the shipping method to the warehouse in our system, so the order was shipped ground as oppose to the desired method.In order to process a refund the merchandise will need to be returned. However if the customer would like to keep the merchandise that is in transit, we will fully refund the shipping cost. As the method the order was shipped was not what the customer paid for.

We are unfortunately out of stock of the item OPUS EPONYMOUS BACK PATCH at this time, so we have needed to refund the item for the amount of $9.99 through Paypal.

Hello [redacted], I apologize for any misunderstanding. Tracking numbers can sometimes take up to 48 hours to be updated. The tracking number now shows in route to you. I provided the tracking link once more for you below. ([redacted]) I also processed  a full shipping refund back to  your payment method. You’ll receive a credit memo via email with the details of the refund. Upon receiving the credit notification, please allow up to 10 Business days for the refund to be reflected on your payment method, which depends on your bank or credit company.Thank you for your support.-[redacted]

The customer first contacted [email protected] on August 5th, and again on August 7th. These emails were not responded to as the customer stated.However, per the terms of use for all ticket sales through One Live Media. All sales are final no requests for refunds, exchanges or cancellations will be accepted. The customer was called and spoken to on 8/12. In the conversation the customer admitted to not fully reading the confirmation email that stated his tickets were being held at will call. The customers explanation of why he couldn't find this email stating the tickets were being held at will call is that he forgot when he purchased the tickets yet in the initial complaint he states the tickets were purchased in April and had been planning on this show for four months. Also the way that the box office works, is that if these tickets were to be shipped to the customer and for some reason were not received the customer could have taken the card used to purchase the confirmation email and a photo ID and still have attended the show.

Hello [redacted], My name is [redacted] from One Live Media. I sincerely apologize for any concern or inconvenience this situation may have caused you. It is very important to us that you are served properly.The transition to our new fulfillment center caused a few unexpected delays,...

however this is no excuse for any inconvenience you have experienced. I wanted to let you know that your order has been fully processed and should be shipping by the end of business tomorrow. As soon as your package is shipped, you will receive an email with tracking information for your order. Once again, I apologize for any inconvenience. Thank you for your support and giving us the opportunity to make this right for you.Please don’t hesitate to contact us if you have any questions either through the Revdex.com or e-mail.[redacted]

Hello [redacted], I completely understand everything that has happened with your order, unfortunately, from the beginning. I am Agent [redacted] and [redacted] whom have been communicating with youover your order for the past week. First off, your order has shipped even though I had asked the warehouse to...

expedite your order immediately Monday which, to my dismay, did not occur. The following information is the tracking information pertaining to your order: Tracking #: [redacted] Carrier: FedEx 
[redacted] At first there was an item out of stock that was delivered shortly before you received a shipment confirmation with no tracking information. Because of the shipment glitch, the order had to be edited and manually pushed over which due to coding issues, took some time. Your order was finally pushed over 10/30 which, unfortunately, was right before the weekend and the warehouse located in Ontario, CA does not fulfill order on weekends. We do truly apologize for the inconvenience that has been caused with your order. If there is anything more we can do to address your questions or concerns, please feel free to contact us at [email protected].

Complaint: [redacted]
I am rejecting this response because: one live media has not fulfilled my original order placed in November - 3 of 5 items out of stock is not an acceptable solution.  Their 20% discount on the other 2 items is nice, but does not resolve these issues:
  I still haven't received the 5 items I ordered in November (for Christmas presents)
  The customer mistreat I received from [redacted], including cancelling my order without my permission & then asking me to resubmit an altered order
  A manager never contacted me about my order, even though I requested management response on 4 occasions
  They still haven't provided a shipment/delivery date for all 5 products
Regards,
[redacted]

Hello [redacted],We do apologize for the inconvenience that has occurred with our response. We did reach out to the warehouse to send a return mailer for you on 10/28. Unfortunately, the delay you have experienced is unnecessary. We have attached a return mailer to this e-mail so that you can return the...

items for a full refund. Once we are able to to verify the tracking as the order returning to us, we will then refund the order back to your account. Once the funds have left our account, you will be e-mailed with a credit notification. Please allow up to 10 Business days for the credit to be reflected onto your account upon receiving the notification.We do apologize again for the inconvenience that has occurred. If you have any questions or concerns, please feel free to contact us at [email protected]

It has been confirmed with our ticketing department that the name for these tickets has been changed to [redacted]. This will be the name the is printed on the tickets at Will Call on the day of the show.

Another shirt was reshipped to this customer, as was the resolution at the end of the phone call on Jun 12th. The order number for this shirt was 4700014169-CR shipped via UPS tracking # [redacted] according to the tracking information this was delivered to the front porch on Jun...

19th. If a refund is to be processed we would need the shirt that was delivered on Jun 19th returned.

Hello [redacted],We sincerely apologize for any concern or inconvenience this situation may have caused you. As stated in an email sent to you earlier today, some of the USB bracelets were programmed with an incorrect online website. The code will result as an invalid code using this site....

Fortunately, we are able to resolve this with a corrected online link. Please use the following online site to enter your download code ([redacted]) and email address.[redacted]Once you hit the Submit button, you’ll be provided a list of live events from which you can download.Our company, One Live Media, only provides the technical support for the USB. The provided answer should resolve the issue you’re experiencing. We do not manage the merchandise or sale of the USB and would not have the funds to refund to you. If you would still like a refund or to pursue further action, you would need to contact [redacted], as they are the company that manages the merchandise and sale of this item. 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. We want to ensure that you have a positive experience shopping with the official Bassnectar Store. It is very important to us that you are served properly. I understand you are missing...

the Bassnectar Pinball Poster from your order. Unfortunately, this poster is currently out of stock. We apologize for this, and understand how frustrating this is. We have already processed a refund for the cost of the missing item to you. You’ll receive a credit memo via email with the details. At that time, please allow 72 hours for the refund to be reflected on your payment method. If you have any other questions, please feel free to contact us. Thank you for shopping at the Bassnectar store.[redacted]

Hello Mr. [redacted],
font-family: arial, sans-serif;">My name is [redacted] with One Live Media. I am sorry for any inconvenience you have experienced. I did go back and look into why you were not answered in your e-mails and for your phone calls. We do show that we attempted to reach out to you via phone calls and e-mails. It does appear that when you did respond to us, we would receive the same response 10-30 times within a couple of minutes after.
We did respond to you on 10/21:
To: [redacted]
From: [redacted]
Hello [redacted], We have attempted to call you but only reached the voicemail. We sincerely apologize for how long it has taken to resolve the issues with your order. For Order [redacted], you stated you did not receive the Into the Sun cd and sticker portion of the bundle. Please confirm whether or not you received the reshipment of these items. We reshipped the items to you on 7/31/2015 with the following tracking information. - Tracking Number: [redacted]Carrier: USPSFor Order [redacted], We are understanding you received defective socks in your order. Given the circumstances of the situation, we can reship new merchandise to replace the defective item that you received in order to resolve this matter. To start that process, we ask that you would email us photos of the defective merchandise that you received. Once we have received those photos, we will reach out to our warehouse so that they can email a return mailer. When you receive the return mailer, please send the defective merchandise back to our warehouse using the return mailer so that you do not incur new shipping fees. Once we have received the defective merchandise, we will ship out the correct item from your order.In the event that we are unable to reship new merchandise, we will immediately refund the cost of the item back to your credit card or PayPal account.We sincerely apologize for any inconvenience. If you have any other question, please feel free to contact us.
The only response we received to this e-mail is:Call me. This is getting ridiculous I have emailed and called you 25 times. CALL ME [redacted]
another 25 times within a couple minutes like I have mentioned. I have explained this in detail because it would seem that the Customer Service Agent closed the ticket as "Spam - Does not Address the Issue".
I have reached out to our Austin Warehouse Manager so they can reship your item and he is expediting and looking over your order personally so no more errors can occur. I have recreated the order for you and it will be shipped via FedEx Standard Overnight. The order confirmation has been e-mailed to you for Order #[redacted]. Once the order does ship you will receive a shipping confirmation via e-mail as well with trackinginformation pertaining to your order.

Hello [redacted],
 
We do apologize for not answering  your caller tickets in a timely fashion. The item: Somewhere Back In Time Mummy Zip Hoodie is an out of stock item. We have already processed the refund for the missing item in your order. Once the funds have left our...

account, you will receive a credit notification. Please allow up to 10 Business days for the credit to be reflected onto your account. At this point, we can either cancel the rest of your order and refund the rest of the order or process the remaining items in your order. 
We do apologize again for the delay that you have received. If you have any questions or concerns, please feel free to contact us.

Hello Miss [redacted],My name is [redacted] with One Live Media. I am sorry for the delay that has occurred with your order and any inconvenience that has occurred. We have recently upgraded to a new warehouse for an overall better customer service experience. The transition has cause some delay in order...

without a pre-sale item. I have looked into your order and it does seem that your order has not shipped because of a pre-sale item. The Jeff Gordon 2015 Final Ride Axalta Hat is a pre-sale item that is scheduled to ship out in mid-January. The warehouse is still awaiting for the products to be delivered in order to start fulfilling orders. Once your order does ship, you will receive a shipping confirmation with tracking information for your order.I am deeply sorry again for both the delay and any confusion. If you wish to cancel your order, I completely understand and will refund your order immediately following the cancellation confirmation. If you wish to wait for your order, you shall be receiving a shipping confirmation fairly soon.Thank you for supporting the Jeff Gordon store.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 [redacted]

Hello [redacted],We truly apologize for the inconvenience we have caused you. We are having the warehouse ship your order out asap. Please let us know if you have any questions.