One Live Media

Complaint: [redacted] I am rejecting this response because:I will gladly accept the refund, but I do not have the merchandise any morei gave some of it awayI do not think I should have to send the items back because of what they put me through! It took them almost months to get back to me so I gave the calendar awayI still have the other itemsIf they still want them I will send those back, but like I said earlier I don't think I should have to send anything back because of everything they put me through!!!!!!!!!!!!!!!!!!!!!!! Regards, [redacted]

Order was placed on 09/All orders undergo a 1-processing time once they have been ordered to be picked, packed, and shippedThe order was process and marked as completed the same daySee Order Confirmation Attachment.Customer's order was sent via overnight delivery which was sent overnight and delivered on 09/The warehouse confirmed what they ship was correct which is why policy states we receive photos so we can show the warehouse of the mistake.Customer contacted us originally on 09/from the Call Center saying he received the incorrect itemSee 2nd Attachment.Customer contacted us a second time by e-mail on 09/which was responded to in less than hoursCustomer explained that the item that they have ordered were incorrect and they would need additional compensation because they know how this worksWe attached, within the same thread, a return mailer for the customer in less than days while following procedures for exchanges, which includes photo evidenceSee Attachment 3Customer then reached out to Call Center again on 9/suggesting that the order was shipped out with the incorrect item and it was meant for a gift therefore he would have waited for the [Labor Day Sale] 25% off that started on 09/and lasted until the end of Labor Day but an e-mail was sent about the sale on 09/At this point, customer has not mentioned in any correspondence that he wanted an exchange for his hoodie as well, only that he received an incorrect size of a shirt he planned as a gift.The customer's return mailer was created and sent to the customer on 09/@5:p.mThe customer sent out the package on 09/which was delivered to the warehouse on 09/but was confirmed received by the warehouse on 09/The Revdex.com compliant was filed on 09/The posted online policy states that the exchange should be processed from 7-business days, which business is also stated as being Monday-FridayFrom the 21st to the 29th is days but only business days from the delivery confirmation that shows in the FedEx tracking information which is the minimum for orders to be processedThe following is the tracking information for both of the shipments in questions:Original ShipmentTracking#: [redacted] Carrier: FedEx*** [redacted] Return ShipmentTracking #: [redacted] Carrier: FedEx*** [redacted] Customer has already been refunded for overnight shipping because of the warehouse mistake of packing the wrong size in the orderThe reshipment of the order has not been processed as of yet because of the open disputeAt this point, we can cancel the reshipment and refund for the incorrect item or process the exchange once the dispute has been resolvedWe do truly apologize for the misfortune that has occurred with the customer involving their orderWe can send the correct merchandise for the order that was sent back along with a return mailer for an exchange for the hoodie if desired as well but the customer has already been refunded for the shipping they received and we cannot give a 25% discount for the order

Hello ***,We do apologize for the inconvenience that has occurred with our responseWe did reach out to the warehouse to send a return mailer for you on 10/Unfortunately, the delay you have experienced is unnecessaryWe have attached a return mailer to this e-mail so that you can return the items for a full refundOnce we are able to to verify the tracking as the order returning to us, we will then refund the order back to your accountOnce the funds have left our account, you will be e-mailed with a credit notificationPlease allow up to Business days for the credit to be reflected onto your account upon receiving the notification.We do apologize again for the inconvenience that has occurredIf you have any questions or concerns, please feel free to contact us at [email protected]

Complaint: [redacted] I am rejecting this response because:I had two orders with this company The second order they originally sent the wrong side I ordered a XXXL and they sent me a XXL I did this to see if the XXXL would fit better before sending the other XXLs I originally ordered back If so, then I would have exchanged these from the other order But, since they sent me the wrong size AND sent me one with blood on it, I was done with this company That second order I placed was order # [redacted] Yes, they sent me the correct size (they were helpful and sent me a new shirt and gave me credit for that order) I'm confused as to why I am not getting service for this return when they were helpful with the other issue I had.They sent me ( [redacted] emailed it to me) a FEDEX label to send back the wrong size from the second order (# [redacted] ) as well as for the shirts I originally ordered (# [redacted] ) that were too small That is what they told me to do That FEDEX label was tracking # [redacted] I sent back the two shirts I originally ordered (order # [redacted] ) which were item numbers JG4710146XXL ($24.00) and JG4710187XXL ($21.99) as well as the wrong sized shirt from that second order that they sent me So, they have received shirts I have not received credit for two of them (order #[redacted] , item numbers JG4710146XXL and JG4710187XXL) This is what I have been trying to contact the company for I clearly marked the two receipts that were included in the packaging I just want my refund for the shirts I've been calling and emailing for two weeks now and cannot get anyone to call or email me back Which is why I have reached out to you all at Revdex.com I appreciate your help and will provide any additional information that is needed to get this resolved If it helps, I paid via my PayPal account Feel free to give me a call or have the company call me back (I have been calling about every other day now and cannot get to the department that handles this for some reason): ###-###-#### Regards, [redacted]

Hello Miss [redacted] ,My name is [redacted] with One Live MediaI am deeply sorry for not only in the delay of your order but with my response as wellI also want to express that I am sorry that FedEx informed you that you cannot open a claim to receive a shipping refund, as this is the process and have not heard that FedEx has changed their policyI have, however, contacted FedEx about your missing shipment on 1/and filed a claim the same day.Your order did seem to show up after my phone call and has now been delivered according to FedEx trackingCan you please confirm that you have received your order? If not, then I will reach out to FedEx to issue a Service Issue so they can launch an investigation.I have also processed a refund of the shipping to your order as it was not delivered in a timely fashionOnce the funds have left our account, you will receive a credit notification via e-mailPlease allow up to Business days for the credit to be reflected onto your account upon receiving the credit notification.If there is anything more I can do to help with questions or concerns, please feel free to contact me.Thank you for your patience and support[redacted]

Ordered XXL Tshirt on 7/20, was sent XL shirt After several emails, phone calls (their number is a answering service with no info) I received a return label a few weeks later I returned it and it was delivered 8/ Crickets from them since After several emails with no reply I opened a claim with paypal for the order before the time window to due so expires

Hello Miss Heath,My name is Jayce with One Live MediaI am sorry for the delay that has occurred with your orderWe did receive a mass e-mail regarding a recent upgrade in both the shop and for the warehousePlease 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 experienceWe 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 dayThis is not an excuse for the failed communication that has occurred.I have cancelled and processed a refund for your order per your requestOnce the funds have left our account, you will be sent a credit notificationUpon receiving the credit notification, please allow up to Business days for the credit to be reflected onto your accountThis 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 codeThis code will expire within 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]

[redacted] , [redacted] – This order has been refunded in the full amount of $on 1/9/for an order that was not able to be fulfilled

[redacted] , [redacted] – This customer has been refunded in the amount of $for the items not receivedThe rest of the order was received on 1/8/per the tracking on the USPS website

Hello ***, This is [redacted] from One Live Media’s advanced customer serviceIt was a pleasure speaking to you on the phone and I thank you for allowing me to help resolve this for youI greatly apologize for any inconvenience this situation may have causedI definitely understand your concern and I apologize for any misunderstanding or miscommunicationWe apologize that we were not able to overnight your event tickets or your merchandise, as stated in emails sent to you from our VIP Department on 11/18/and 11/23/2015, all (4) tickets are expected to be delivered by Wednesday, March 9th,As stated on the the Moody Blues purchase page and your confirmation email, all merchandise is shipped the week of your show date and is expected to arrive shortly before or after your show date.Unfortunately, we will not be able to refund you your requested amountPer our phone call conversation on 3/9/2016, you mentioned that you received your event tickets, which we are happy to hearAs we discussed over the phone, we’ll be changing your shipping address for your merchandise, due to your travel arrangements, so that it will be delivered to both you, and your son in Chattanooga, TNYour merchandise will be shipping out early next week, once shipped, you will receive an email confirmation with tracking informationOnce again, I greatly apologize any inconvenienceI appreciate your patience in allowing us to work with you to resolve thisPlease don’t hesitate to contact us if you have any questions either through the Revdex.com or e-mail[redacted]

The customer purchased this product from [redacted] Our company, One Live Media, is in charge of uploading and distributing the live recordings that are done at the shows and sent to our our audio specialist by one of Rob Thomas's team(Please note: One Live Media does not conduct these recordings at the show eitherWe simply handle the distribution of the recordings.) This live show is taken directly from the soundboard at the show which is why talking can be heard on the live recordingFurthermore in the online description of this item (per the screenshot) it states that the recording will be of Rob Thomas’ performance it does not specify the whole show, or that the other bands would be included in the recordingAt this time no replacements of this show can be offered as no other recordings were taken of this showHowever we could send another shows live recording as a replacementSince [redacted] is the company that collected funds for this product, the customer will need to contact [redacted] for a refundOne Live Media did not collect funds on this product purchase but only distributed the download provided to our audio specialist by the Rob Thomas team, a refund will not be provided from One Live Media [redacted] can be contacted in regards to a refund using the contact information belowMonday - Friday9:00AM to 5:00PM PST Toll Free Phone Number: [redacted] Main Phone Number: [redacted] Or Email address: customerservice1@ [redacted] .com

Complaint: [redacted] I am rejecting this response because:The weight of the package means nothing in this instanceIf I ordered a pair of shoes but only packed one shoe- the weight would still match the package weight with FedExThat is a pointless argumentFile a claim with FedEx? For what? They delivered the packageThe weight matchedYOU (One Live Media) were the ones who did not pack the COMPLETE orderThe initials on the packing slip have a "**" on themI am assuming that is who packaged my orderIT WAS AN HONEST MISTAKE-I AM LOOKING FOR AN HONEST CONCLUSIONI placed orders with One Live MediaAll but the order in question was packaged correctlyPacking mistakes happenShipping mistakes happenThe difference here is that when a customer, who has shown no instance to be dis-honest, claims that a $poster was missing from his order- instead of One Live Media choosing to do the right thing and offer a refund or a store credit, decided to ignore the issue and hope that I would just go awayTHATS NOT RIGHT! I am not the first (look at their reviews on Revdex.com) nor will I be the lastThis is very simpleA very honest mistake was madeI will continue to order from One Live Media but only if they will do the right thing and issue me a refund or find my missing poster Regards, [redacted]

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

Complaint: [redacted] I am rejecting this response because: As I explained in my complaint I did not want a full refundWhat I wanted is the product I ordered and their failure to deliver is unacceptableEspecially since they took my order, guaranteed me a product and failed to deliverIts not my fault you supposedly damaged the item, and I personally think that that explanation is a lie to cover the fact that they sold more of the product then was producedOne live media should either send me all of the contents of the box set that are being sold as separate products or go out and purchase other box-sets that are being re-sold by third parties who purchased one of the limited number and fill my order with one of thoseYes that is going to cost you more money as a companyBut that is what you do when you make a mistake, you make it rightNot just refund me my money and think you can continue to rip people off in the future 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 requestedIf you get the item to me fine, but I paid $for reasonable speed shipping and handing, which going on weeks just to be shipped is notIf it's not here by Christmas, I want a refund of my shipping and handling cost Regards, [redacted] ***

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

Hello Miss [redacted] , We are attempting to fulfill order as they become available at the warehouse but the Axalta Final Ride hat is a pre-sale item that is scheduled to be released in JanuaryWe have been informed by the warehouse that orders for the hat will start shipping out soonOnce your order does ship, you will receive a confirmation e-mail with tracking information pertaining to your orderI do understand your frustration at this point due to the delayI have processed a 20% refund to your orderPlease allow up to Business days for the credit to be reflected onto your accountThe credit notification has been e-mailed to you as wellI am terribly sorry for the delay but please keep in mind that once the Axalta Final Ride hat is released, we will be able to ship your order outIf 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]

Hello [redacted] We sincerely apologize for any concern or inconvenience this situation may have caused you.It is very important to us that you are served properly Unfortunately, I was not able to locate any of the emails you sent usOur customer support agent, Travis, attempted to return your call this morning but was only able to reach a voicemail I definitely understand the frustration, and we truly hope for a opportunity to better serve you in the futureI have processed a refund to you for the full cost of the orderYou’ll receive a credit memo via email with the details of the refundUpon receiving the credit notification, please allow up to Business days for the refund to be reflected on your payment method, which depends on your bank or credit companyOnce again, I apologize for any inconvenience or frustration you have experiencedIf 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 [redacted] or by e-mailThank you for your support and allowing us to make this right for you,-support+***@ [redacted] com

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 Please have them send order to [redacted] as my address has changedAlso to send me a tracking number.if any concerns to call me at [redacted] Regards, [redacted] ***

Hello Miss [redacted] , The refund amount was $7.99, which added to your previous refund, does bring the refund total to $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