One Live Media

Hello Miss [redacted],
font-family: arial, sans-serif;">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 Decal
Jeff Gordon 2015 Final Ride Multi-Use Decal
Jeff Gordon #24 Speed Limit Sign
The 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

[redacted], [redacted] – This order has been refunded in the full amount of $38.97 on Jan 9, 2015 per the customer’s request due to the package being lost.

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.

[redacted], [redacted] – This order has been received on 12/19/14 per the tracking on the UPS website.

[redacted] – This order appears as received on 1/16/15 per the tracking information on the USPS website.

Hello Mr. [redacted],My name is [redacted] with One Live Media. I am deeply sorry for the inconvenience you have experienced with both your order and our customer service. Please note that we have been making some changes internally regarding a faster response time and now having calls come directly to us....

These new changes included new customer service representatives to help grow the team.It does seem that one of the newer representative closed on your caller ticket that was created for you from our voicemail without going through the proper procedures of helping customers. Unfortunately, human error seems to be the cause of this lack of follow up from our Customer Service team but note that proper procedures are in place so these issues do not happen. One Live Media is going into the right direction to better ourselves to help customer more efficiently.Finally, I have checked the tracking information for your order and it does seem that it cannot be delivered to the address you have provided in your purchase. The shipping address we have on file is:[redacted]I can still ask the warehouse to reship to this address but this will not guarantee the same issue will occur. If there is an alternate address that can be provided or any changes to the address that was provided, it will have a greater chance to be delivered.I am sorry again for the any frustration that you have experienced. If there is anything more I can do to help with questions or concerns, please contact me.[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.

background-color: rgb(255, 255, 255);">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]

Hello [redacted],
id="docs-internal-guid-59edac38-0548-c635-5afa-d966298b8a0c">We sincerely apologize for any inconvenience this may have caused you. It is important to us that you are served properly. We want to ensure that you have a positive experience shopping with the official Jeff Gordon Store.
I have processed a refund for the cost of the expedited shipping that should have been applied to your order. 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 or Paypal.
Unfortunately, we are not able to reimburse funds we do not have, so we would not be able to refund the cost of the shipping used to return the items to us.
Due to the inconvenience you have experienced, we have issued you a $15.00 discount voucher for a one time use on a future order. The discount is valid for one year ending, Sept. 7th, 2017.
Discount Voucher: [redacted]
 
 
Once 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]

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]

Scheel, Teresa – Both orders ([redacted]) appear as complete and received per tracking on the USPS website on 1/26/15 & 2/18/15.

[redacted] – Order [redacted] was received on 1/17/15. Order [redacted] was refunded in the full amount of $43.29 per the customer’s request.

[redacted] – This order appears to have been received on 12/24/14 per the tracking information on the UPS website.

Revdex.com:
I...

have reviewed the response made by the business in reference to complaint ID 10767458, and find that this resolution is satisfactory to me. However, I would appreciate keeping this case open until I have received the actual refund in my account.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Unless you ship it...

out today with overnight shipping, it will not be here in time for Christmas, like I requested. If you get the item to me fine, but I paid $13 for reasonable speed shipping and handing, which going on 2 weeks just to be shipped is not. If it's not here by Christmas, I want a refund of my shipping and handling cost.
Regards,[redacted]

[redacted] – This customer has been refunded in full $75.70 for their order.

[redacted] This order has been received on 12/23/14 per the tracking information on the UPS website.

Complaint: [redacted]
I am rejecting this response because:...

You have already charged my credit card and I have not received my goods.It had been 23 days since my order was placed and 23 days since your took payment. I will resolve this complaint once I receive my items. Also, according to your customer service agents, you are so far behind for the holidays so why do I think that I will get this? Also, I have received any sort of order update which should include my tracking number. I don't believe your company will do as it says. I have filed 17 requests for contact from your company and have received one response but when I inquired about the processing time, I never heard back. Clearly your company has a problem as seen by the complaints on social media and reviews websites. I wish I would have seen those before I ordered from your company. Also, you need to provide adequate customer service. If someone had put in several requests and not received a response , their call should be escalated to someone they can talk to. I can't believe that a company who provides goods doesn't have a person on call for more in depth situations. Again, I will accept this response once I physically have my order.
Regards,
[redacted]

The customer has been refunded. Per their request.

Revdex.com:
Thank you for all your help.  I have received my item and a refund for the overnight shipping of $12.50. 
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]