One Live Media

Hello [redacted], Once again, I apologize for any concern this may be causing you. I also wanted apologize for the receipt of damaged merchandise. Order, #[redacted], containing the Rollins Band - End of Silence Demos - Vinyl, was created by the [redacted]. The company also  took care of the expense as compensation for the inconvenience you have experienced. I wanted to assure you that you were not charged again for this order. You may discard the previously received damaged items and you will not need to return this merchandise. Once again,  It is very important to us that you are served properly. Please let me know if you experience any inconveniences regarding this order. Please don’t hesitate to contact us if you have any questions either through the Revdex.com or e-mail.[redacted]

Beware they are a total scam. I bought band merchandise at the beginning of November 2015 and still haven't received it (January 5, 2016). I called them multiple times leaving messages and also emailed. You will get a voicemail message saying it's after hours and they are closed every time, no matter what time you call. I received one email on Dec 11 saying would ship that Tuesday. Nothing. Total scam.

A customer service rep named [redacted] called the customer informed her of the technical issue causing the delay in the order. We were able to get the order to process through the system, however the item is out of stock and will be received next week the week of the 24th. At this time we can wait...

until the item comes back into stock and ship the order as soon as it returns, or we can process a refund for the full order and cancel the order.

Complaint: [redacted]
I am rejecting this response because: the product has still not shipped.  It is now 1/11/16 at 9:40 in the morning and I still have no "personal email" with a shipment.  So again I am told by this company that this product is coming and it has not.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: according to this screenshot the refund was processed on 7/28/15 and can take up to 10 days to show on an account. It is 8/19/15 and I have not received a refund back for the merchandise. The only refund I received was $12.99 for the shipping charges. I am still awaiting a refund in the amount of $60 for the merchandise that was timely returned. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Hello   As of right now since my last response from the company on the 18th of January I have not heard anything about my order being shipped or the status of it.  I did not accept or reject the last response because I wanted to give them time.  This response of the warehouse transition has been going on for 3 months.  At this point if my supplies do not ship by next Friday (Feb 5 2016) then I will just take my money back.  I'm tired and done with dealing with an order for over three months.    [redacted]     Sent from my iPad
Regards,
[redacted]

Ordered two t-shirts off of WillieNelson.com for nearly $90. OneLive Media is the fulfillment company for theses orders. I received my order about a month later and when I openned the package it was two completely different t-shirts. I called OneLive Media three different times asking to speak with someone about making and exchange for the proper shirts and each time I was told there was no one there I could speak with but that they would take my information and someone would EMAIL me back regarding my issue. I did receive one email which looked and read like it was a cookie cutter fix all problems email regarding their return policy. I relied to that email and did not receive a response. I WILL NEVER ORDER AGAIN FROM ANY BAND OR COMPANY THAT USES ONELIVE MEDIA AS THEIR FULFILLMENT AGENCY.

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]

[redacted], [redacted] – This customer has been sent a voucher code reimbursement in the amount of $40 on 4/17/15 for the returned item, along with our sincere apologies about the delay.

The order was shipped via FedEX the tracking number [redacted] the order is on the truck for delivery today. Here is the link to the tracking information: https://www.fedex.com/apps/fedextrack/?tracknumbers=[redacted]

On 2/27/15 we have refunded this order in full through Paypal and sent a return mailer for the incorrect item received. We have notified the customer and sent our apologies.Sent to:[redacted] (The recipient of this payment is Non-U.S. -...

Verified)Email:[redacted].comAmount sent:-$36.80 USDFee amount:$0.00 USDNet amount:-$36.80 USDDate:Feb 27, 2015Time:09:21:21 PSTStatus:CompletedSubject:You have sent $36.80 USD to [redacted] with PayPalFunding Type:PayPal BalanceFunding Source:$36.80 USD - PayPal Account

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 [email protected]

This company steals from you. They charged me for an order which I never received OVER 1 YEAR AGO!!! I have emailed and called multiple times with no response whatsoever. THIEVES. DO NOT GIVE THEM YOUR MONEY

Hello [redacted], We do apologize for the inconvenience that has occurred with your order.We do apologize for the agent that was handling your case as well. The warehouse has given us a policy that we would need to them photos of damaged items in order to reship items. Unfortunately, it does seem...

that many of the stickers sent out in the time frame that you placed your order were received damaged. We are in the midst of a change for all future orders for Bassnectar and they are now being handled differently because of the issues that arose with the Free Stickers. These changes will address the future handling for the process to reship orders. We do once again apologize for the inconvenience that has occurred with your order. If you have any questions or concerns, please feel free to contact us via e-mail at [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]

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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is somewhat satisfactory to me.  At the end of the day, it was deceptive that they advertised something that they were not providing to customers.
Regards,
[redacted]

Hello Miss [redacted],My name is [redacted] with One Live Media's Advanced Customer Support Team. Upon reading your experience, I immediately brought this up to Management and the Account Manager for the Jeff Gordon store has been notified. I am deeply sorry for any frustration with your customer service...

experience.I did look back onto the e-mailed correspondence between yourself and [redacted]. Everything does match up except for the second to last response you sent us. Please keep in mind that every e-mail is recorded and cannot be altered in any way. I have attached a screen shot of the missing response that you sent us, and although you did give a response, it was intangible mostly.We will be more than happy to offer a 20% discount if you wish to replace your order but we are showing that three items in your order are out of stock:Jeff Gordon Exclusive 7 Car Long Sleeve Tee & Rainbow DecalJeff Gordon 2015 Final Ride Multi-Use DecalJeff Gordon #24 Speed Limit SignThe following discount code is your 20% off one future order:[redacted]
Please note that this discount code cannot be combined with another discount code. If there is anything more I can do to help with questions or concerns, please respond back to this response.Thank you for your patience and support

Hello Homer, I sincerely apologize for any concern or inconvenience this situation may have caused you. My name is [redacted] from One Live Media’s Advance Customer support, we spoke briefly over the phone on 6/16/2016 regarding your order. I apologize for the delay in shipping your order,...

Autographed items tend to take about 3 weeks to a month longer than the posted expected arrival date to fulfill since they have to first be signed by Jeff personally prior to fulfillment. We want to ensure that you have a positive experience shopping with the official Jeff Gordon Store. It is very important to us that you are served properly.  As we discussed, on 6/16/2016 we were not able to cancel your order as it was in the process of being shipped out to you. We agreed that so long as the order was being shipped, you would not like to cancel. Please use the below tracking information for your package, the tracking link is also included. Carrier: FedEX Tracking Number: [redacted](https://www.fedex.com/apps/fedextrack/?action=track&cntry_code=us...⇄ 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]

Complaint: [redacted]I am rejecting this response because: Contradictory Information, as well as (41) days following original order on 09/03/2015, and (23) days following exchange received in their warehouse, I still have yet to be in receipt of the correct product.The company stated via email 9/30/2015 11:57:47 AM that 'the merchandise was received on 9/21 and 'the exchange will be processed within 7-10 business days', yet nothing has been received. Conversely, in reference to the most recent response dated 10/12/2015 6:03:48 PM they are just now informing me 'The reshipment of the order has not been processed as of yet because of the open dispute.' These are two conflicting statements. Moreover, this is in direct contradiction to a voicemail (attached) that I received from their customer service agent, Bree on 10/07/2015 at 01:23 PM, stating my order had been processed. Yet another discrepancy, identifying the obvious disconnect within this organization.That said, am I lead to believe the exchange was shipped, as Bree indicated last Wednesday, or per the author of the last correspondence believe it is on hold and not being processed? Lastly, I would like to point out an email (attached) I received October 07, 2015 from said company stating they need my feedback for the 'Fare Thee Well Logo Rose Tie Dye, which you recently bought from our store. We would very much appreciate it if you could answer it.Q: When can we expect the size X-Large to become available? Thanks.' Since when does an Extra Large enter the equation; an XL was not the original order, nor the mis-shipped item.
Regards,
[redacted]