One Live Media

Hello [redacted],
font-family: arial, sans-serif;">My name is [redacted] with One Live Media's Advanced Customer Service team. I am deeply sorry for the great delay that occurred with our response. I have reached out to the Agent Porter to ask more information relating to the communication.
I did look up your order in our system and have placed a manual order for the missing item in your order. Once the order does ship, I will e-mail you with the tracking information for your order. 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]

I have been dealing with this company for years in my tickets, prize packages and even often just bizaar questions. I have gotten the help I have always needed immediately and with thoughtful consideration. I have been a Willie Nelson fan(atic) since the late 1960's and the last few years have been so special havng a company that I can count on and actually know I have people that take the time, effort and heart to go out of their way to see I have the best available. Will use forever.

Complaint: [redacted]This is really more of a question than a rejection.This is in response to [redacted]. I want to know which item happens to be out of stock. And when will it be available as I really just want my order. So I am waiting to hear back from you on what is back ordered before I pick cancel or short ship. Thank you[redacted]

Complaint: [redacted]
I am rejecting this response because:I had been in contact with the company.  I emailed one live media and their VIP email no one responded to me until I emailed them again once recieving an email that the photo's were avaiable demanding that someone contact me.  I guarantee no one at the compnay knows wich photos are ours and if you look at my sisters photo you can tell she ws crying.  I made it very clear to them that the experience was not enjoyable.  The only reason you smile in a photo is because thats what you are suppose to do.  I also guarantee no one else complained because they dumb enough to think that what they called "a VIP  experinece" is acceptable and all it was is this companies attempt to take peoples money.  I feel like they are just passing the ball not taking any responsibility for the fact that they run bad experiences.  I still haven't even received that package you are suppose to get when you sign up and pay the fee for the fan club.  The company is a scam and they don't take responsibillity they just blame things on other people
Regards,
[redacted]

Hello [redacted],My name is [redacted] with One Live Media's Revdex.com Team. I am deeply sorry for the delay that did occur with your order. Unfortunately, your order was caught with an end of inventory audit at warehouse holding Motley Crue Merchandise. Luckily, the audit was over by the 15th and all orders were...

able to ship out as normal. I did go over the e-mails that were sent to you and it does show that you were refunded $12.50 for the Overnight Shipping Method you paid for on 01/11.Unfortunately, you opened a Charge Back with your bank on 01/13 as "Product Not Received" which caused your entire order to be refunded in full. Once your order moved from "Paid" to "UnPaid" due to the Charge Back, your order could not ship out because of the Payment Status.I have attached two files, one for the communication and one for the transaction details involved in your refund and Charge Back. I do wish I can do more with your refund but your payment was refunded in full by your bank and not us. If you do have any more questions or concerns about your refund, you will need to contact your bank.If there is anything more I can do to help with questions or concerns, please feel free to contact me.Thank you for patience and support,-[redacted]

[redacted], [redacted] – This order has been refunded in the full amount of $22.98 on 1/9/15 for an order that was not able to be fulfilled.

Hello Mr. [redacted],
I have cancelled your order per your request. Once the funds have left our account, you will receive a credit confirmation. Please allow up to 10 Business days for the credit to be reflected onto your account.
I am sincerely sorry for any frustration you have experienced. 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],We apologize for the delay that did occur with your order. Unfortunately because of the lack of tracking, it is hard to track orders being received by the warehouse when it comes to the fulfillment center in the U.K. We have gone ahead and processed a refund for the t-shirt you...

have returned. When the funds leave our account, a credit memo will be sent out. Once the credit memo has been received, please allow up to 10 business days for the credit to reflected onto your account. If you have any questions or concerns, please feel free to send us an e-mail to [redacted]

Complaint: [redacted]
I am rejecting this response because:This doesn't address the issue at all. Instead of checking with me first on how to proceed, a refund was simply put through. Indeed, the business couldn't be bothered to even let me know what was happening with my order until I inquired nearly 3 weeks later. Had I not sent an email, I'm sure they would still be sitting on my order with my money. The least they could do is offer a replacement product or at the very least some kind of gift certificate or free shipping on a purchase for my troubles
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:1. The weight of the package means nothing in this instance. If I ordered a pair of shoes but only packed one shoe- the weight would still match the package weight with FedEx. That is a pointless argument. 2. File a claim with FedEx? For what? They delivered the package. The weight matched. YOU (One Live Media) were the ones who did not pack the COMPLETE order. The initials on the packing slip have a "**" on them. I am assuming that is who packaged my order. IT WAS AN HONEST MISTAKE-I AM LOOKING FOR AN HONEST CONCLUSION.3. I placed 5 orders with One Live Media. All but the order in question was packaged correctly. Packing mistakes happen. Shipping mistakes happen. The difference here is that when a customer, who has shown no instance to be dis-honest, claims that a $70 poster was missing from his order- instead of One Live Media choosing to do the right thing and offer a refund or a store credit, decided to ignore the issue and hope that I would just go away. THATS NOT RIGHT! I am not the first (look at their reviews on Revdex.com) nor will I be the last. This is very simple. A very honest mistake was made. I will continue to order from One Live Media but only if they will do the right thing and issue me a refund or find my missing poster. 
Regards,
[redacted]

Hello Miss [redacted],My name is [redacted] with One Live Media's Advanced Customer Service team. I am deeply sorry for any frustration or inconvenience that has occurred with your order. Unfortunately, the item you ordered went out of stock.When stores have increased traffic (like the Black Friday...

Sales), customer's carts are filled with many of the same products. However, the inventory is only changed when a customer completes a purchase therefore it is possible that customer are able to purchase the same item at the same time even though there is only one item in stock.Your order was cancelled and refunded on 12/21/2015 @ 11:35 am. You were e-mailed a credit notification once the refund had been processed by one of our Customer Service Agents. It can take up to 10 Business days for the credit to be reflected onto your account, which is mostly dependent on your bank or credit card company.If there is anything more we can do to help with questions or concerns, please feel free to contact us.Thank you for shopping at the Anthrax store.[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. The refund has showed up in my credit card account.
Regards,
[redacted]

Higly recommended shop. Very good communication. Problems are solved immediately. All in all a shop with high standards.

Complaint: [redacted]
I am rejecting this response because: this resolves nothing.
Regards,
[redacted]

We have reached out to the customer over the phone on 8/5 explaining that his tickets will indeed be at Will Call on the day of the event. The reason why he hasn't been able to confirm with the venue as of yet, is because the list of tickets being held at will is not sent until the sales for that...

specific show are closed. This did not happen until a few days ago, this list won't be processed for another couple days. The customer will need to confirm with the Box Office Manager because other box office employees wont have access to that information until at least an hour before the event.

I used One Live for The Motley Crue, Cruesnest, and found them to be very organized. They provided a great experience.

Hello Mr. [redacted],
I have spoken with both the Account Manager and management concerning your customer service experience. I am sorry for any frustration you have experienced. I have processed a full refund for your order.
Once the funds have left our account, you will receive a credit notification. Upon receiving the credit notification, allow up to 10 Business days for the credit to be reflected onto your account. Please keep the merchandise that was shipped to you.
Once again I am deeply sorry for any inconvenience or frustration. If there is anything more we can do to help with questions or concerns, please e-mail us at [redacted]
Thank you for patience and support.
[redacted]

[redacted] – A Paypal reversal has occurred on the order and the full amount of $30.98 has been returned to the customer.

Complaint: [redacted]
I am rejecting this response because: It took over a month to process any sort of refund, they were completely non-responsive to any attempt to contact them...

by phone or by email, and any business that has any business being a business would have at least offered something compensatory or conciliatory for ruining my gifts that I purchased through them.  By the absolute bare minimum definition of 'complaint resolution' they managed to JUST scrape by, but I will continue to boycott this business and dissuade everyone I know from doing business with them in the future.
[redacted]

Hello [redacted], My name is [redacted] with One Live Media’s Advanced Customer Support. I greatly apologize for any inconvenience we may have caused. It is very important to us that you are served properly. We are attempting to deal with some communication errors on our end. However, this does not...

forgive the poor customer service experience that you have endured. We are currently looking to make improvements in our system.I apologize for the missing Diecast in your order. As stated in an email sent to you on 3/16/2016, We processed a refund for the cost of the Jeff Gordon 2015 Axalta Rainbow 1:24 Diecast item in your order  in the amount of $69.99 because this item is out of stock, and will not be re-ordered . 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.We will be checking voicemails every day. Unfortunately, we cannot accept all phone calls at this time due to the high call volume we experience. We are currently attempting to revamp our team to allow phone calls in the near future.Once again, I apologize for any concern or inconvenience, and I truly hope for an opportunity to better serve you in the future. Please don’t hesitate to contact us if you have any questions either through the Revdex.com or e-mail.[redacted]