One Live Media

[redacted], I sincerely apologize for any inconvenience this may have caused you, We are attempting to deal with some communication errors on our end. However, this does not forgive the poor customer service experience that you’ve had. Unfortunately, the Michael Jackson – Spike Lee BAD 25 Blu-Ray in...

your order is currently on backorder.  I’ll refund the cost of the backordered merchandise back to you. Once this refund has been processed, you’ll receive a credit memo via email with the details of the refund. At that time, please allow 72 hours for the refund to be reflected on your payment method.The remaining item in your order has been shipped. Please use the below tracking link. ([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,[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.
Yes please.  Those are the sizes.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I am not...

necessarily rejecting the response; however, I do not feel I can accept the response until I have the correct order in my hands. This has been a terrible experience and I do not trust this company whatsoever.  I hope that I will receive my correct order and the refund for the shipping that I paid for, but again, I do not trust the company.  I have emailed a response to them (see below).  In my email I asked that they let me know when I can expect to receive my order - I am interested to see if they will even respond.  I strongly feel that the ONLY reason they contacted me today was because the Revdex.com contacted them on my behalf (which btw, I cannot express how grateful I am!).  That is offensive to me, and I am really appalled by the poor customer service. I sincerely believe they would have continued to ignore me had the Revdex.com not reached out for me today.  I hope that the complaint can be held open for more than 6 days, as I would like to wait and see if the problem is properly resolved before closing the complaint.  Thank you again! I am so very grateful for your help. Best, 
[redacted] -------------------------
This is the email that I sent to the company in response to their "apology" -->
Hello,
I appreciate you finally reaching out to me.  However, I feel I deserve more than a simple apology for the delay in response. There is much more to apologize for.  This was clearly more than just a delay.  As I mentioned in previous emails, I called and emailed to no avail.  I called every day for over a week, several times a day, and left several voicemails - no response.  I emailed the sales and support team multiple times, every single day - no response.  I emailed on the "contact us" form on the website multiple times - no response.  Then I was forced to contact my bank and the Revdex.com to report your company's errors.  It is clear that the only reason you have finally chosen to respond is because you were contacted by the Revdex.com today.  I feel your company should be ashamed of their poor customer service and inability to provide clients with the treatment they deserve. 
I want to reiterate that I have never experienced such poor customer service.  This was my first time purchasing from shop.beyonce.com and I feel disappointed that this was my experience, as I was hoping to purchase additional items for myself and friends.  At this point, I feel uncomfortable making any further orders.  This was a terrible experience and I feel frustrated that there was no mention of an apology for the time I spent hunting you down.  I truly believe that had I not contacted the Revdex.com, your company would have never responded to me.  If you read my emails or listened to my voicemails you would know that this was a birthday gift for my friend and I am now embarrassed at how delayed my gift is.  The whole experience was truly horrible. Beyonce would do well to contract another company to sell her products.
I appreciate that you are sending me my correct order.  I wish this would have happened last week when I received the incorrect product.  I would like to know when I can expect to receive my correct order.  I am hoping that delivery will be expedited.  I also appreciate you refunding the shipping fees - that is only right, considering shipping took 4x the amount of time I paid for.  As for sending me a return mailer, I am shocked that you have the gall to ask me to do anything further, but of course I will send it back.  I certainly will not go out of my way to send it though - and so I hope you have made it a simple process.  Again, this experience has been unnecessarily time-consuming and incredibly frustrating.  
Lastly, I want to say that although I want nothing more than the order I purchased, I am surprised that you have made no offer of a promotion code or any type of effort to apologize for what your company has put me through.  It speaks further to the fact that your company clearly does not care for your clients and does little to create repeat customers.  Again, it is very clear that you have only responded to me now because you were contacted by the Revdex.com.  I am just appalled at the service - or lack thereof - provided to me. 
Thank you again for finally resolving this matter - or I should say attempting to resolve this matter, as whether or not I receive my correct order is yet to be determined.  I hope that I receive a response to this email, and I hope your company provides better customer service in the future.
Best,[redacted] 
Regards,
[redacted]

Hello Miss [redacted],
The refund amount was $7.99, which added to your previous refund, does bring the refund total to $37.99. If you feel that was in error or if you have any additional concerns, please e-mail us [redacted]
Thank you again for shopping at the Ghost Store.

Hello [redacted],We sincerely apologize for the experience you have had. Would you like to receive a refund or we can have this order expedited and we can refund the shipping cost to you. Please let us know.

Hello...

Rich,
My name is [redacted] from One Live Media's Revdex.com Team. I sincerely apologize for the delay in shipping your [redacted] order as well as any inconvenience you have experienced. I have looked into your order information and all channels of communication tied to the information you have provided to the Revdex.com.
The [redacted] 2015 Axalta Rainbow 1:24 Die Cast was a pre-sale item scheduled to be released from the licensee in December 2015. At the time your order was placed, there was a technical glitch between Pay Pal and our order system. The glitch mislabeled orders which prevented them from being identified.
Unfortunately, the items on your order are out of stock, with no potential restock date. I have processed a refund to you for the full cost of the order, in the amount of $85.97. The refund was issued in the form of a Direct Payment sent to your PayPal account. 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 PayPal's processing time.
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]

[redacted] – This order appears as delivered on 12/24/14 per the tracking on the UPS website.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] no one from the business has ever informed me of said refund, I will follow up with my credit card company. Had they notified me, I would not be in contact with Revdex.com.
Regards,
[redacted]

Customer has been refunded on 2/27/15 in the full amount of $58.95 for the merchandise never received, and has been notified via email per credit memo.

[redacted] – These orders both appear to be marked as delivered, and the coupons codes used to pay were refunded in the amounts of the unshipped items. Order [redacted] was delivered on 12/23/14, and order [redacted] was delivered on 12/13/14.

Complaint: [redacted]
I am rejecting this response because:In my Revdex.com complaint I didn't say I was seeking a refund.
Regards,
[redacted]

Hello [redacted], My name is [redacted] from One Live Media. I greatly apologize for any concern or inconvenience this situation may have caused you. I want to ensure that you have a positive experience shopping with the official Jeff Gordon Store. We are attempting to deal with some...

communication errors on our end. However, this does not forgive the poor customer service experience that you have endured. Your order experienced a technical glitch that disabled it from moving over to the warehouses’ order system. We have since been able to resolve this glitch and ship your order. We included the tracking information below. Please be aware that your order has been shipped in two different packages with two separate tracking numbers. The Jeff Gordon Exclusive 7 Car Hoodie and the Jeff Gordon 2015 Axalta Rainbow 3 Round Decal were shipped using the following shipping information. - Tracking Number: [redacted]Carrier: DHL eCommerce Tracking Link: http://webtrack.dhlglobalmail.com/?trackingnumber=[redacted]The remainder of your order, the Jeff Gordon 24 Speed Limit Sign, was shipped using the following shipping information. - Tracking Number: [redacted]Carrier: DHL eCommercehttp://webtrack.dhlglobalmail.com/?trackingnumber=[redacted]Once again, we sincerely apologize for any inconvenience and greatly appreciate your patience in allowing us to resolve this for you. Please don’t hesitate to contact us if you have any questions either through the Revdex.com or e-mail.[redacted]

The customer service department has been retrained with regards to the time it took to respond and resolve this issue with the customer. As for the merchandise issues, and quality we do not choose the manufacturer for the merchandise, we simply facilitate the sale and shipment of the merchandise. Unfortunately we have no control over the manufacturing and branding of the merchandise. The fact that the bandana was dirty when it was received, is unacceptable and the warehouse has been dealt with in regards to ensuring the protection of all merchandise. Our Customer Service Manager has reached out 3 times to the phone number provided by the customer in the complaint, and has left a voicemail.

We do apologize, as there has been some miscommunication on this order.   This customer was given the wrong tracking number originally when he reached out, and this order was not shipped to Australia.  We apologize for the customer support typo with the order number when looking up this order.   This order has not shipped out, and we are reaching out to the warehouse today to find out what is holding the order up.   There were some products with Motley that were pre-order products, but it does not appear that there are any pre-order products in his order so we will communicate with the customer a status update once we hear back from the warehouse today.

Complaint: [redacted]
I am rejecting this response because: I don't appreciate [redacted] implying that I have embellished or falsified my complaint in any way.  "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."
I did not alter any e-mails, sent to you or received from you.  However, [redacted]'s cancellation e-mail did not include my e-mail sent earlier in the day:  
I STILL WANT MY ORDER FULFILLED!
Once again, the 3rd time !!! I am requesting a MANAGER contact me to discuss the handling of my order. [redacted], if you are "titled" a manager, then I want YOUR MANAGER to contact me.
My next step is to contact the Revdex.com and YOUR COMPANY'S headquarters.  As you can see, I am not going away until this is resolved.  Do you treat all of your customers with such disregard, or am I just the lucky one?
This issue needs to be resolved to my satisfaction.  So far you have NOT assisted me in this endeavor.
[redacted]
 
Regards,
[redacted]

Hello Mr. [redacted],
font-family: arial, sans-serif;">My name is Jayce with One Live Media's Advanced Customer Support Team. I do apologize for any inconvenience that has occurred with your order due to the system error and with the miscommunication that occurred. Once your order was able to be sent to the warehouse, there was an out of stock item which prevented your order from shipping out.
I have looked into refunding for the missing item and to have your order shipped as quickly as the warehouse can. Unfortunately, it does seem that your order has been refunded entirely by PayPal due to a Claim you have issued with PayPal. Your order has been cancelled as well.
The technical system issue has been fixed and will not occur again. We do value you as a customer and have noted the feedback you have sent to us. If there is anything more we can do to help with questions or concerns, please feel free to contact us through e-mail.
Thank you for your patience and support,
[email protected]

This customer's tickets were held at will call, and were never stated at any time that the tickets would be shipping to the customer. The receipt (screenshot attached) that was sent to the customer stated very clearly that the tickets will be held at the venue on the day of the show. The email that...

the customer refers to that was sent on April 22nd (screenshot attached) details the VIP package that was purchased by the customer. There are 3 points, the first explaining the tickets stating specifically that the tickets will be delivered in the method detailed at the time of purchase which was Will Call. The next 2 points are detailing the merchandise part of the package that states it will be shipped the week of the show. No refunds will be authorized per our ticketing policies. No refunds or exchanges unless the event was cancelled. The event went on as planned, thus no refunds will be authorized.

The customer was refunded in full on August 4th back to the Visa Card ending in 1138 in the amount of 561.36 USD. Attached to this message is a screen shot of the transaction history for the customer as well as the billing information and the original transaction to purchase the tickets that...

occurred on 3/21/2015. The Credit was authorized and processed on 8/4/2015. We no longer have any funds for the customer, and the customer would at this time need to address this issue with their bank.

This order was shipped on July 16th, using USPS tracking # [redacted] Per the tracking information this order was delivered on July 22nd. We also have no record of a dispute being filed on behalf of the customer for the charge to their bank.

[redacted], [redacted] – This order is listed as received on 1/29/15 per the USPS website tracking information.