One Live Media

This order appears to have been disputed and the amount of $26.98 returned to the customer.

Hello,
There was a payment...

processing error, and the order was held up in our system. We sincerely apologize for the inconvenience that this has caused, and that finding the nature of the error took so much time.
In order to fix the error in our system, we have to cancel it out. If you do want to proceed with the order, we ask that you please place the order again. 
Once its placed again you can let us know the new order number and we can make sure it is out the door in the next 48 hours.

We are terribly sorry for this delay and trouble this issue has caused. We would also like to apologize for the customer service issues you have endured. Unfortunately since we did not have an update until today, there was no new information to give, which is why an update was not given since the...

last communication on 9-17. We had yet to receive the Repentless Rectangle Album Art Tee at the warehouse until yesterday. This item was fully processed in the warehouse system today at around 4pm CDT. As such, orders are now beginning to process to the warehouse to be shipped in the next few days. We are extremely sorry for the delay, unfortunately we had no control over the delayed shipment. We do expect this order to ship in the next 3 business days.

Hello [redacted],There are 2 items on your order that are on back order HALLOWEEN T-SHIRT and SHOUT FLEECE FOOTBALL JERSEY. Would you like to short ship this order or cancel it?

[redacted], [redacted] – This order is marked as delivered on 12/31/14 per the tracking information on the UPS website. However, we have provided a refund in the amount of $40 on 4/15/15 for the items that were said to be lost in transit.

Hello Miss 
Helvetica, Arial, sans-serif;">[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]

Hello [redacted], My name is [redacted] with One Live Media's Advanced Customer Support team. We attempted to contact you today through 2 phone calls, however we were only able to reach a voicemail which we went ahead and left a message on for you. We sincerely apologize the inconvenience you've...

experienced and the delay in returning your phone calls. Unfortunately, the reason your order was shipped with only two of the three items ordered, was due to the fact that the LOGO WARPIG LIGHTER item is out of stock, with no potential restock date.  We refunded you the cost of the item, $21.66, on February 11th, 2016. I attached a photo of the refund from our transaction system to this message. We'd also like to update you regarding the item's future availability on the site. The Official Motorhead online store has recently had a change in management. One Live Media will no longer be managing the store and the store is now being handled by Spark Art. If you have any questions or concerns regarding that specific item or any other item on the Motohead store, we would suggest contacting SparkArt for more information. If you have any other questions, please feel free to contact us through the Revdex.com or email.Thank you for patience and support.[redacted]

[redacted], [redacted] – We have reached out to this customer as we had not yet received their sizing information for the merchandise, and we have gotten this resolved per a phone call. We have sent their merch package out on 4/17/15, and the tracking is [redacted].

[redacted] – This customer has been refunded in the amount of $8.72 for the item never received.

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.

Hello Theresa, We apologize for the inconvenience we have caused you. You were refunded on 12/18/2014 refund receipt is below.Amount:[redacted] USDRefunded[redacted]Fee:$0.00 Date:2014/12/02 01:47:26Status:RefundedDescription:Order # [redacted]CardOrigin:United...

States CVC Check:PassedID:card_[redacted]
$188.70 USD— ch_1555lC27Fmu7628FXRjCnAvv
Refunded
Payment DetailsUpdate Description
Amount:
$188.70 USD
Refunded:
$188.70Fee:
$0.00 
Date:
2014/12/02 01:47:26
Status:
Refunded
Description:
Order # 1200016960
Card
Origin:
United States 
CVC Check:
Passed
ID:
card_1555l327Fmu7628FTBp1F1K2
Name:
Theresa M Serna
Number:
[redacted] 5205
Fingerprint:
oXXK7149c5ufZ2Ww
Expires:
9 / 2017
Type:
Visa debit card
$188.70 USD— ch_1555lC27Fmu7628FXRjCnAvv
Refunded
Payment DetailsUpdate Description
Amount:
$188.70 USD
Refunded:
$188.70Fee:
$0.00 
Date:
2014/12/02 01:47:26
Status:
Refunded
Description:
Order # 1200016960
Card
Origin:
United States 
CVC Check:
Passed
ID:
card_1555l327Fmu7628FTBp1F1K2
Name:
Theresa M Serna
Number:
[redacted] 5205
Fingerprint:
oXXK7149c5ufZ2Ww
Expires:
9 / 2017
Type:
Visa debit card
$188.70 USD— ch_1555lC27Fmu7628FXRjCnAvv
Refunded
Payment DetailsUpdate Description
Amount:
$188.70 USD
Refunded:
$188.70Fee:
$0.00 
Date:
2014/12/02 01:47:26
Status:
Refunded
Description:
Order # 1200016960
Card
Origin:
United States 
CVC Check:
Passed
ID:
card_1555l327Fmu7628FTBp1F1K2
Name:
Theresa M Serna
Number:
[redacted] 5205
Fingerprint:
oXXK7149c5ufZ2Ww
Expires:
9 / 2017
Type:
Visa debit card
$188.70 USD— ch_1555lC27Fmu7628FXRjCnAvv
Refunded
Payment DetailsUpdate Description
Amount:
$188.70 USD
Refunded:
$188.70Fee:
$0.00 
Date:
2014/12/02 01:47:26
Status:
Refunded
Description:
Order # 1200016960
Card
Origin:
United States 
CVC Check:
Passed
ID:
card_1555l327Fmu7628FTBp1F1K2
Name:
Theresa M Serna
Number:
[redacted] 5205
Fingerprint:
oXXK7149c5ufZ2Ww
Expires:
9 / 2017
Type:
Visa debit card

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. The alternate signed lithograph shown will suffice and I appreciate the discount on future orders. Credit for the vinyl and cd are also acceptable. I have moved while this dispute was not resolved. Please send all items to my new address at: [redacted]
Also if the Revdex.com can not post my address when complaint is shown on Revdex.com website as accepted.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:My bank is already in the process of trying to have this taken care of, and like I said, overdraft fee's were imposed because of retuned transactions this charge caused.When I have confirmation from my bank that this is resolved, and have my money back, I will accept the answer. Not until then. Today is Tuesday, they all day yesterday to answer one of the 14 emails I sent or one of the 23 messages I left. None were answered until I filed the Revdex.com complaint.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I had two orders with this company.  The second order they originally sent the wrong side.  I ordered a XXXL and they sent me a XXL.  I did this to see if the XXXL would fit better before sending the other XXLs I originally ordered back.  If so, then I would have exchanged these from the other order.  But, since they sent me the wrong size AND sent me one with blood on it, I was done with this company.  That second order I placed was order #[redacted].  Yes, they sent me the correct size (they were helpful and sent me a new shirt and gave me credit for that order).  I'm confused as to why I am not getting service for this return when they were helpful with the other issue I had.They sent me ([redacted] emailed it to me) a FEDEX label to send back the wrong size from the second order (#[redacted]) as well as for the 2 shirts I originally ordered (#[redacted]) that were too small.  That is what they told me to do.  That FEDEX label was tracking #[redacted].  I sent back the two shirts I originally ordered (order #[redacted]) which were item numbers JG4710146XXL ($24.00) and JG4710187XXL ($21.99) as well as the wrong sized shirt from that second order that they sent me.  So, they have received 3 shirts.  I have not received credit for two of them (order #4[redacted], item numbers JG4710146XXL and JG4710187XXL).  This is what I have been trying to contact the company for.  I clearly marked the two receipts that were included in the packaging.  I just want my refund for the 2 shirts.  I've been calling and emailing for two weeks now and cannot get anyone to call or email me back.  Which is why I have reached out to you all at Revdex.com.  I appreciate your help and will provide any additional information that is needed to get this resolved.  If it helps, I paid via my PayPal account.  Feel free to give me a call or have the company call me back (I have been calling about every other day now and cannot get to the department that handles this for some reason): ###-###-####
Regards,
[redacted]

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 print. The customer will be reshipped the correct print the customer ordered. That 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 charges. The return mailer is attached as well. Below is the communication between us and the customer Via paypal disputes. From Buyer - [redacted]7/23/2015 15:59 PDTI received the wrong poster and the wrong poster arrived damaged.From Seller - Music One Live7/25/2015 22:04 PDTHello [redacted],You should have received an email explaining this situation. Have you not received your return mailer yet to send back the incorrect print and receive the correct print?From Buyer - [redacted]7/26/2015 04:26 PDTNo I have not, what is the tracking numberFrom Seller - Music One Live7/26/2015 08:15 PDTThe return mailer and email would have been emailed to [email protected]. There 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 ship. I 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 - [redacted]7/26/2015 14:48 PDTIn your e-mail you say you will give me a refund and here you say you will ship the correct print. Can you be more clear on which one it is? I want the correct print shipped to meFrom Buyer - [redacted]7/26/2015 15:35 PDTCan you also give me the tracking number for the train print you are sendingFrom Seller - Music One Live7/27/2015 08:14 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 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 with your order and our response. We have made a change to our call process where all of the calls have been redirected from the call center and are now being recorded through our system which is checked many times throughout the day.Unfortunately, the warehouse has been experiencing a delay in shipping out orders since the start of the New Year. All orders will begin shipping shortly with the oldest orders being shipped out first. Once the warehouse has shipped out your order, you will receive a shipping confirmation with tracking information tied to your order.I do understand any frustration you have regarding the lack of communication and with the delay with your order. If you do not wish for your order to ship, we can reach out to the warehouse to cancel your order. Once we have confirmed the cancellation of your order, we can issue a full refund for your order. An order can ship before the warehouse sees the cancellation. If the order does ship, you can refuse the delivery or write "Return to Sender" on the label and have it shipped back. Once we can see that the package is on the way back, we will be able to issue a full refund for the order.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]

The customer purchased this product from [redacted]. Our company, One Live Media, is in charge of uploading and distributing the live recordings that are done at the shows and sent to our our audio specialist by one of Rob Thomas's team. (Please note: One Live Media does not conduct these recordings...

at the show either. We simply handle the distribution of the recordings.) This live show is taken directly from the soundboard at the show which is why talking can be heard on the live recording. Furthermore in the online description of this item (per the screenshot) it states that the recording will be of Rob Thomas’ performance it does not specify the whole show, or that the other bands would be included in the recording. At this time no replacements of this show can be offered as no other recordings were taken of this show. However we could send another shows live recording as a replacement. Since [redacted] is the company that collected funds for this product, the customer will need to contact [redacted] for a refund. One Live Media did not collect funds on this product purchase but only distributed the download provided to our audio specialist by the Rob Thomas team, a refund will not be provided from One Live Media. [redacted] can be contacted in regards to a refund using the contact information below. Monday - Friday9:00AM to 5:00PM PST Toll Free Phone Number: [redacted]Main Phone Number: [redacted]Or Email address: customerservice1@[redacted].com

After further investigation, a refund of $70 has been sent to the customer via paypal. Please drop the dispute in PayPal as soon as possible so that a refund is not processed twice.

[redacted] – It appears that this order has shipped out on 7/16/14. Unfortunately because of the date of this order the tracking no longer is available on the usps website, but there is correspondence showing that this person refused the package due to not wanting to pay the customs fees. We...

have refunded [redacted] in the full amount of $93.64 for the order that was refused on 4/16/15.

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]