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]

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]

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.

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.

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]

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]

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]

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]

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 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]

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]

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.

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]

Hello,We do apologize for the inconvenience that has occurred with both our delay in response time along with USB wristband you have purchased. We did escalated this issue to the Live Department. They have responded that they have sent the show directly to you instead for that show. Just in...

case, you may want to check your SPAM folder if you have not received the e-mail just in case the e-mail was filtered out. Please let us know if you continue to receive complications.

Hello Miss [redacted],My name is [redacted] with One Live Media. I want to first apologize for any frustration and the inconvenience that has occurred with your customer service experience. There was clear miscommunication that had occurred with the first agent regarding the normal policy for...

reshipping products. Unfortunately during that time, the item you originally ordered has run out of stock in your size.Thank you for your continued patience, please keep the shirt that was incorrectly sent to you. One of our customer service representatives for Motley Crue is creating a new order with the Obit Skull Hockey Jersey in an XL, which is directly from the Final Tour. After the order has been created, I will send an e-mail to the warehouse to have all duties and taxes billed to One Live so that you do not incur additional fees. If this is not acceptable, please reach out to us either through [email protected] or through this dispute. If this is acceptable for you, please feel free to follow up with the Revdex.com. You will receive an order confirmation sent by one of our customer service representatives with your order information shortly.Please allow 1-5 Business days for the order to process through our warehouse. Once the order has shipped, you will receive a shipment confirmation with 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 supporting Motley Crue and the Final Tour.[redacted]

Hello [redacted],We truly apologize for the inconvenience we have caused you. Order # [redacted] was shipped 12/16/2014 with USPS tracking number is [redacted]. Order # [redacted] we are having the warehouse ship this out asap. Once it has shipped you will receive...

an email with tracking information. Please let us know if you have any further information.