One Live Media

Hello ***,My name is [redacted] with One Live Media's Advanced Customer Support TeamI am terribly sorry for the delay that has occurred with both our response time and with your return of the incorrect itemI have attached to this e-mail a return label to ship back your merchandise to usOnce the tracking for the item shows that it is being returned to us, I will process a manual order so we can ship out the correct item immediately.If there is anything more I can do to help with questions or concerns, please feel free to contact me through the Revdex.comOnce the correct item has shipped, I will send you the tracking informationI do understand if you do not wish for a replacement at this pointWe will be able to process a refund instead if you prefer.Thank you for your patience and support,[email protected]

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

[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 itemsOrder [redacted] was delivered on 12/23/14, and order [redacted] was delivered on 12/13/

***, [redacted] – This order has been returned and a full refund in the amount of $has been provided through money sent in Paypal on 3/6/

Another shirt was reshipped to this customer, as was the resolution at the end of the phone call on Jun 12thThe order number for this shirt was 4700014169-CR shipped via UPS tracking # [redacted] according to the tracking information this was delivered to the front porch on Jun 19thIf a refund is to be processed we would need the shirt that was delivered on Jun 19th returned

Hello Mr [redacted] , I have spoken with both the Account Manager and management concerning your customer service experienceI am sorry for any frustration you have experiencedI have processed a full refund for your orderOnce the funds have left our account, you will receive a credit notificationUpon receiving the credit notification, allow up to Business days for the credit to be reflected onto your accountPlease keep the merchandise that was shipped to youOnce again I am deeply sorry for any inconvenience or frustrationIf there is anything more we can do to help with questions or concerns, please e-mail us at [redacted] Thank you for patience and support [redacted]

Hello Miss ***,My name is [redacted] with One Live Media's Advanced Customer Support TeamUpon reading your experience, I immediately brought this up to Management and the Account Manager for the Jeff Gordon store has been notifiedI 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 usPlease keep in mind that every e-mail is recorded and cannot be altered in any wayI 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 Car Long Sleeve Tee & Rainbow DecalJeff Gordon Final Ride Multi-Use DecalJeff Gordon #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 codeIf 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 ***,We do apologize for the inconvenience that has occurred with both your exchange and us responding to your caller tickets from the call center in a timely fashionI have looked over your order and created a manual related order so that your exchange can be processed by our warehouse Once the order is shipped out, we will update you with tracking information for the order through e-mailIf you have any questions or concerns, please contact us at [redacted]

Hello ***, We do apologize for not answering your caller tickets in a timely fashionThe item: Somewhere Back In Time Mummy Zip Hoodie is an out of stock itemWe have already processed the refund for the missing item in your orderOnce the funds have left our account, you will receive a credit notificationPlease allow up to Business days for the credit to be reflected onto your accountAt this point, we can either cancel the rest of your order and refund the rest of the order or process the remaining items in your orderWe do apologize again for the delay that you have receivedIf you have any questions or concerns, please feel free to contact us

Hello [redacted] , I sincerely apologize for any concern or inconvenience this situation may have caused youI want to ensure that you have a positive experience shopping with the official Fare Thee Well StoreIt is very important that you are served properlyI definitely understand your frustration, we are attempting to deal with some communication errors on our endHowever, this does not forgive the poor customer service experience that you have enduredWe are currently looking to make improvements in our system.Unfortunately, we are no longer authorized to process the exchange for this orderThe Fare Thee Well Store has changed companies from One Live Media to SparkartWe truly wish we could do more to assist you however, due to the change in companies, we no longer have products to make the exchange nor can we handle any customer support for the orders as wellSo that your exchange request will be expedited, we would suggest contacting Sparkart at [redacted] Once again, we greatly apologize for the inconveniences you have experiencedPlease don’t hesitate to contact us if you have any questions either through the Revdex.com or e-mail[redacted]

[redacted] – This order was fully refunded for the cash value paid ($17.94) on 12/5/14, and $credit was reissued for this customer in the form of voucher code [redacted] (although it was incorrectly listed as $on the screencap below) for the items that were not able to be shippedThe rest of the order appears to have been received on 12/29/per the tracking information on the UPS website

An email containing the language below was sent to the customer informing them of the situationThank you for your recent order from the Fare Thee Well store Unfortunately, due to a technical error you may have received the incorrect posterWe are deeply sorry for any inconvenience this may have caused you and have put measures in place to ensure that this will not occur again in the future.In order to send you the Fare Thee Well Train Screen Print you ordered,?we will need you to return the Fare Thee Well China Cat Screen Print you received no later than August 24, 2015, using the return label that will be sent to you in a separate email by end of day Friday, July 24, 2015.Once we have received and confirmed the return of your Fare Thee Well China Cat Screen Print poster, only then, we will send you the Fare Thee Well Train Screen Print you originally ordered.? If the poster is not returned by August 24, 2015, or if you should decide to keep the Fare Thee Well China Cat Screen Print then we will be canceling the Fare Thee Well Train Screen Print poster from your initial order.Please ensure your package is properly re-packed as it was receivedOnce again, please accept our apologies for this issue.The customer should have already received a return mailer for order [redacted] As for order [redacted] this order is at the postal office ready for pick up according to the tracking informationUSPS # [redacted] A screenshot has been attachedIf the customer needs another Return Mailer once can be emailed to him

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

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 purchasesThe customer remains “confused”, though we have stated twice now that this was an error in typing the original messageI have attached a document with the entire correspondence with this customerWith comments detailing the chain of events

Hello ***, My name is [redacted] with One Live Media's Advanced Customer Service teamI am deeply sorry for the great delay that occurred with our responseI have reached out to the Agent Porter to ask more information relating to the communicationI did look up your order in our system and have placed a manual order for the missing item in your orderOnce the order does ship, I will e-mail you with the tracking information for your orderIf there is anything more we can do to help with questions or concerns, please feel free to contact usThank you for your patience and support [redacted]

Complaint: [redacted] I am rejecting this response because: I have been contacting [redacted] since SeptemberEach time they say they will ship the replacement items but have failed to do soI mailed back the items in July and the returned items were received by [redacted] on July 28th Five months have gone by and still no shirts or a refundI would like a refund for the two returned shirts plus sales tax which is $ Regards, [redacted]

My husband and I attended a VIP meet and greet for Rob Thomas in Nashville at the Ryman, August through the fan clubI just wanted to thank them for a great experience, and provide some positive feedback in a time when customer service is on the declineOur One Live site host, although new, was really greatHe was friendly and gave clear, concise directionThis is important because we have had some not-so-good meet and greets in the pastAfter years of poor fan club management through other companies, I think Rob has done very well hiring the One Live team

Miss ***,I have attached the file that was uploaded to the previous e-mail but the checkbox was not checked so it was not sent, unfortunatelyI did attempt to reach out to the Revdex.com moments after sending the e-mail to ask to attach the file but were unable to do so until you have respondedI do apologize for the miscommunication that did occur because I did not suggest that you are embellishing or that you are falsifying in any wayThere seems to have been Inside the attachment is a screen shot of the software we use for e-mails sent to [redacted] All e-mails coming through and all sent e-mails sent through this platform cannot be altered in any way

Hello ***, We sincerely apologize for any concern or inconvenience this situation may have caused youWe want to ensure that you have a positive experience shopping with the official Jeff Gordon StoreIt is very important to us that you are served properlyWe can assure you that we absolutely do care about you, your choice to shop with us and you being happy with making that choice.We also greatly apologize for the miscommunicationWe were able to locate your order (Order # [redacted] ), and found that the address change you previously requested was infact applied and changed to the following address- [redacted] We apologize for the delay of correcting your orderWe have upgraded our website and are in the process of moving our fulfillment centerOnce we have completed this transition we will be better prepared to ship your orderWe understand this is a trying circumstance and we are diligently working to ensure your order is correctedWe are looking at having orders shipped out within the next weeksDue to the inconvenience you have experienced, we have refunded 20% off from your current orderOnce this refund has been processed, you’ll receive a credit memo via email with the details of the refundAt that time, please allow hours for the refund to be reflected on your payment method.I apologize for inconvenience, we are working to get this resolved quickly.Please don’t hesitate to contact us if you have any questions.Thank you for shopping at the Jeff Gordon store[redacted]

Hello Mr [redacted] , We have refunded the shipping for your order due to the delayWe have confirmed that your product is available and will be shipping out soonIf you would like to receive a full refund for you, we will have to cancel your order so that it does not ship outPlease respond on how you would like for to continue at this point as we can process or cancel and refund your orderI deeply apologize for any frustration you have experienced with your orderIf there is anything more we can do to help with questions or concerns, please feel free to contact usThank you for shopping at the Jeff Gordon store [redacted]