One Live Media

Hello Miss Heath,My name is Jayce with One Live Media. I am sorry for the delay that has occurred with your order. We did receive a mass e-mail regarding a recent upgrade in both the shop and for the warehouse. Please know that we are all passionate about the people we represent and our customer...

service.There have been many adjustments in order to increase the overall customer service experience. We have doubled our customer service team and moved all phone calls to be sent to us directly which is checked and reviewed multiple times a day. This is not an excuse for the failed communication that has occurred.I have cancelled and processed a refund for your order per your request. Once the funds have left our account, you will be sent a credit notification. Upon receiving the credit notification, please allow up to 10 Business days for the credit to be reflected onto your account. This can vary depending on your bank or credit card company.For the inconvenience you have received, I have attached a 10% discount code for one future order (does not include shipping). Unfortunately, you will not be able to apply this discount code with another discount code. This code will expire within 6 months from today:[redacted]We do hope we can receive a second chance because we do value you as a customer.If there is anything more we can do to help with questions or concerns, please feel free to contact me.Thank you for supporting Jeff and his legendary career![redacted]

[redacted] – This order was fully refunded for the cash value paid ($17.94) on 12/5/14, and $90 credit was reissued for this customer in the form of voucher code [redacted] (although it was incorrectly listed as $40 on the screencap below) for the items that were not able to be...

shipped. The rest of the order appears to have been received on 12/29/14 per the tracking information on the UPS website.

Complaint: [redacted]
I am rejecting this response because:I was told this before I made a Revdex.com...

complaint. Everything I was told by you either on the phone or through email has been untrue. So until I have the items I paid for I will be unable to resolve this complaint. Can I get a tracking number for my items also.
Regards,
[redacted]

This customer is correct, in that this order was not shipped in the way that was paid for. This is due to a technical error that changed the shipping method. However according to the tracking information this order will deliver on Monday the 27th. If the customer would like a full refund the package...

would need to be returned to sender. The customer was refunded today for 12.99 for the shipping charges because this order was obviously not shipped in the manner paid for by the customer.

[redacted] – This order appears to have been received on 12/30/14 per the tracking information on the UPS website.

Complaint: [redacted]
I am...

rejecting this response because:I will gladly accept the refund, but I do not have the merchandise any more. I gave some of it away. I do not think I should have to send the items back because of what they put me through! It took them almost 6 months ti get back to me so I gave the calendar away. I still have the other 2 items. If they still want them I will send those back, but like I said earlier I don't think I should have to send anything back because of everything they put me through!!!!!!!!!!!!!!!!!!!!!!!
Regards,
[redacted]

Hello Miss [redacted],I want to start off with saying how sorry I am for the delay. I did ask the warehouse to immediately send me tracking information for your order as soon as another label was created for it.The warehouse did complete and ship the order out on 01/08/2016. I reached out to the warehouse about the delay that occurred with your order but they never seemed to remember to send the tracking as requested. I have checked the tracking information and it does show that your order has been delivered:Tracking #: [redacted]Carrier: FedExURL: [redacted]I do apologize immensely again for the miscommunication that has occurred. If there is anything more we can do to help with questions or concerns, please feel free to contact us.Thank you for patience and support.[redacted]

Complaint: [redacted]
I am rejecting this response because:I would like to know why I received a refund for this item. As seen in the attached email transcript, I could not have been more clear in saying that I did not want a refund. I wanted both of the items that I had ordered. To my knowledge, "Michael Jackson – Spike Lee BAD 25 Blu-Ray" is only available through your web store which is what brought me to you in the first place. I understand that it is out of stock, so again I ask the question, when will this Blu-Ray be in stock?
Regards,
[redacted]

Hello Mr. [redacted],
We have refunded the shipping for your order due to the delay. We have confirmed that your product is available and will be shipping out soon. If you would like to receive a full refund for you, we will have to cancel your order so that it does not ship out. Please respond on how you would like for to continue at this point as we can process or cancel and refund your order.
I deeply apologize for any frustration you have experienced with 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 shopping at the Jeff Gordon store.
[redacted]

[redacted] – This package has been delivered per the tracking on 1/10/15.

Hello [redacted], Once again, we greatly apologize for the inconvenience and trouble this has caused. A refund was processed due to the fact that we are not able to provide you with an exact date for when the item will be restocked. We do, however, expect to be receiving the Michael Jackson – Spike Lee BAD 25 Blu-Ray within the next 2 weeks, at which point a new order for the item can be placed. We truly hope for the opportunity to better serve you in the future. Thank you for your support and allowing us to make this right for you,[email protected]

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 do feel that the business has a lot of work to do in terms of adequately providing clear customer information and adequately providing responsive customer service.  It is mindblowing to me that they did not answer their phone lines for several days and they didn't return messages.  The only replies I ever got from this company were based on Facebook (public shaming) and Revdex.com.  My husband is disappointed that he's not getting the shirt he wanted, but agrees with me that service should mean something.
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. 
I tracked the shipment and it is scheduled for Wed Mar 9.  Will let you know if there is a problem when received.  Thank you for your help.
Regards,
[redacted]

Unfortunately a typo occurred in the original email to this customer, and this customer was informed of this typo on June 2nd and informed again on June 23rd the customer was also informed that a refund was not an option, it has been and is in our ticketing policies that...

there are “no refunds or exchanges” for ticket purchases. The customer remains “confused”, though we have stated twice now that this was an error in typing the original message. I have attached a document with the entire correspondence with this customer. With comments detailing the chain of events.

Loved their customer service! I accidentally purchased 3 expensive VIP packages instead of the regular tickets, and they immediately reversed the charges so I could buy the correct ones. They were super responsive and pleasant to work with. Whew! Thankful!

Hello [redacted] ,My name is [redacted] with One Live Media. We are truly sorry to hear that your credit card has been compromised!   We have not had any data breaches and our network is extremely secure, so this could not have happened on our end.  Please feel...

free to reach out to your financial institution and discuss with them, since this did not occur due to a purchase from our site. We have also reached out to the warehouse to cancel your order on 11/19/2015. Once the warehouse has confirmed the cancellation, we will process your refund for your order. When the refund has been processed, 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.Thank you for shopping at the [redacted] store.If there is anything more I can do to address questions or concerns, please feel free to contact me.support[redacted]

Hello [redacted],
Once again, I apologize that we were not able to do more to assist you. As previously stated, we are no longer authorized to process the exchange for the incorrect item nor do we have the products to facilitate an exchange due to The Fare Thee Well store changing companies from One Live Media to SparkArtAt this point in time, we have refunded the incorrect item. I have processed a refund to you for the full cost of the merchandise, in the amount of $20.00.  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.Please don’t hesitate to contact us if you have any questions either through the Revdex.com or e-mail.Thank you for your patience,-[redacted]

Complaint: [redacted]
I am rejecting this response because:I received an email stating they shipped my item vis DHL and the confirmation number is the [redacted]. When I check the status on DHL it comes back as an invalid #.  I sent the a response back asking the to verify the #is correct but have not heard from them. Regards,
[redacted]

Hello [redacted], This is [redacted] from One Live Media’s advanced customer service. It was a pleasure speaking to you on the phone and I thank you for allowing me to help resolve this for you. I greatly apologize for any inconvenience this situation may have caused. I definitely understand your...

concern and I apologize for any misunderstanding or miscommunication. We apologize that we were not able to overnight your event tickets or your merchandise, as stated in emails sent to you from our VIP Department on 11/18/2015 and 11/23/2015, all (4) tickets are expected to be delivered by Wednesday, March 9th,2016. As stated on the the Moody Blues purchase page and your confirmation email, all merchandise is shipped the week of your show date and is expected to arrive shortly before or after your show date.Unfortunately, we will not be able to refund you your requested amount. Per our phone call conversation on 3/9/2016, you mentioned that you received your event tickets, which we are happy to hear. As we discussed over the phone, we’ll be changing your shipping address for your merchandise, due to your travel arrangements, so that it will be delivered to both you, and your son in Chattanooga, TN. Your merchandise will be shipping out early next week,  once shipped, you will receive an email confirmation with tracking information. Once again, I greatly apologize any inconvenience. I appreciate your patience in allowing us to work with you to resolve this. Please don’t hesitate to contact us if you have any questions either through the Revdex.com or e-mail.[redacted]

I am huge music fan and have always purchased VIP packages through One Live Media. The cost of a VIP package is well worth the money. One Live Media is an excellent company to work with and provide a superior customer service experience. As a busy executive who travels quite a bit and has an ever changing travel schedule, they make special requests and the change process quite simple and uncomplicated.