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I have requested a refund for a VIP upgrade package I purchased in March, 2020. The package is for an event dated 10/17 in Seattle, WA. The reason for the request was clearly identified in my email*** request stating COVID-19 concerns and the high risk of exposure due to the venue and volume of event attendants. OneLiveMedia failed to respond in a timely manner to my request.
Of note, there was no phone number listed in the order confirmation.
Complaint # *** has been resolved with the vendor outside of the Revdex.com’s dispute process.Thank you.
I cancelled my membership on 4/26, well in advance of the autorenew date of 5/3 and I also cancelled appropriately and in accordance with One Media's cancellation policy. They nonetheless charged by card a renewal fee. I complained immediately on 5/5/20 and as of today, they are still making excuses for why they have not refunded me.
Hello ***,
I am very sorry for any inconvenience and confusion.
There was an error causing some cancelled memberships to be charged again. Since those charges were processed through a financial system for which we did not have access, we have been working diligently with the artist management to ensure that anyone charged incorrectly has been refunded. This is why the refund took a bit longer than normal.
We have been informed that all refunds have been completed at this time, so your accidental charge should have already been refunded. Furthermore, you will not be charged again moving forward.
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,-
First let me say, I LOVE the band Tool. Their membership services however leave much to be desired. I have 2 serious issues here. The first issue lies with the ToolBand/ToolArmy website. Back in late Aug 2019, Tool announced a new tour. They told us that TOOLARMY members would have access to early ticket sales. Tickets are nearly impossible to buy normally due to bots and scalpers buying everything in seconds, literally. I bought this membership package for the sole purpose of pre-sales of tickets. This turned out to be a lie. They changed the descriptions AFTER I had paid for subscription, to be for only super expensive VIP packages and then on top of that, it the sale was available to the general public, not just ToolArmy members making the membership literally worthless and insulting. Bait and Switch, False advertising, and deceptive descriptions to lure the unknowing into paying 49.99 for nothing. That is the first grievous issue. I know I should have done this sooner, but have been trying to be patient. I "bought" this membership
Issue #2 is why this complaint is being filed, after you sign up for the membership site you are offered a merchandise bundle. Honestly. had I actually received the merchandise, I would not be here putting this joke of a company on blast, and not having to ask my bank to dispute these charges of deception and theft. I ordered this merchandise bundle 9/3/19, got order confirm, then . . . . .nothing. Couple months go by, I send email asking about it. Ignored. couple more months, another email, ignored. now Im at nearly 7 months of being ignored and I feel like ive been duped and robbed. I post up on the toolband subreddit only to find hundreds if not thousands of duped fans in the same boat as me. Shafted and ignored, never got merch, never got responses. No phones numbers listed for either company and im tired of being ghosted. My bank told me that I will likely not get my money back but are beginning an attempted dispute. and im pissed at this whole situation. No company should be able to operate this way with complete and utter disregard to their PAYING customers. Totally unacceptable. Ive been MORE than patient (nearly 7 months?!) here and im done with it.
I can attach screenshots for proof of multiple attempted email correspondence if needed.
Hello ***,
I apologize for any confusion or inconvenience. We completely understand your frustration with this shipping delay.
Our company does not run the Toolband online store, so we do not have any information about the status of the shipment of any Toolband online store orders.
Given the circumstances, our management has agreed to process a refund for your Tool Army Fan Club membership. Furthermore, our management has reached out to the Toolband online store and they will refund your membership kit order as well. We’ll be processing a refund back to your payment method. 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.
Once again, I greatly apologize for any inconvenience.
Please don’t hesitate to contact us if you have any questions.
If you have any further questions, please feel free to contact us.***@***.com
I ordered 2 shirts from ***com in November of 2019. I emailed them in December, they said they were sending it the next day. Since then, no order and I have emailed them 5 time and they will NOT respond. I paid over $50 for 2 shirts. I want my money back or my merchandise that I paid for, this is ridiculous.
Hello ***,
I apologize for any confusion.
We, OneLive Media, have never received an email or any communication from you previous to this complaint.
Our company does not run the Toolband online store, so we do not have any information about the status of the shipment of any Toolband online store ***. Furthermore, our company does not have any authority to expedite, cancel or refund *** from the Toolband online store.
OneLive only manages the TOOL Army Fan Club and NOT the online store.
If you need any further assistance with your merchandise order, you will need to contact the Toolband online store's support team at the following email address - ***@***com.
This is the only contact information that our company has for the Toolband online store's support team.
I sincerely apologize for any confusion or inconvenience.***@***com
I have emailed this company twice in past month to cancel and disable my auto renew for the *** fan club. It only allows you to do so if you can access your account and I am unable to get into my membership, find detailed contact info on their site or retrieve my password. I have not used this membership and do not want my billing details associated with this order.
Hello Wendy,
I apologize for any confusion. We have not previously received any emails from you.
We’ll be cancelling your *** membership. Your membership will not be renewed going forward.
If you have any further questions, please feel free to contact us.
***@***.com
I ordered a VIP membership through ***.com on 09/02/2019, which included a "kit" of merchandise and supposed pre-sale access to Tool concert tickets. The pre-sale access was falsely advertised, as it was not for standard tickets, only for VIP tickets - this was not disclosed at any point in the advertisement. I have not received any of the merchandise, nor have I received any response to the 3 emails I've sent requesting an update. Based on other complaints filed with the Revdex.com, it sounds like this is not an uncommon practice for One Live Media.
One Live Media has not delivered on any of the items that I have purchased and used deceptive advertising to lure in buyers to a membership club that provided no value.
Hello ***
I sincerely apologize that you have not received your order yet. We completely understand your frustration with this shipping delay.
Unfortunately, our company does not run the Toolband online store, so we do not have any information about the status of the shipment of any Toolband online store orders.
We have not received any emails from you previously, as we are a different support group from the Toolband online store.
Given the circumstances, our management has agreed to process a refund for your Tool Army Fan Club membership. Furthermore, our management has reached out to the Toolband online store and they will refund your membership kit order as well.
We’ll be processing a refund back to your payment method. 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.I greatly apologize for any inconvenience.Please don’t hesitate to contact us if you have any questions.If you have any further questions, please feel free to contact us.***@***.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
Ordered a copy of TOOL's new album 09/05/2019. Was made to understand that the item had not been produced yet, and there would be some delay prior to delivery. Waited patiently until mid December, at which point I check my email and see that the album had been attempted delivery to an address that I don't live at, and subsequently returned to the seller. Have informed them by email several times of the issue, including a current address, have received no response of any type, and no refund of the purchase.
Hello ***,
As stated in two emails sent to you on 2/3/2020, our company does NOT manage the *** online store or their customer support, so we do not have any information about the status of the shipment of any *** online store orders. Furthermore, our company does not have any authority to expedite, cancel or refund orders from the *** online store.
OneLive ONLY manages the TOOL Army Fan Club.
We noticed in an email thread you copied us on that the *** Online store would be sending a new reshipment out to you on 2/3/2020. The email included the following tracking link. - https://***
If you need assistance with this order, you will need to contact the *** online store's support team at the following email address - orders@***.com.
This is the only contact information that our company has for the *** online store's support team.
I sincerely apologize for any confusion or inconvenience.***@***.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
Wow. Just wow. I joined Tool Army in late August after seeing that presales would be offered to members. This was BEFORE you decided to change it to VIP presales. That is ridiculous in itself but whatever, I would like to support yall so I didnt cancel my credit card transaction. I placed an order for my promised merch on Sept 1. Here we are, 12/30, and I have yet to receive anything from you people. I have emailed your supplied email SEVERAL times to no avail. You can't even message me back. I DO NOT UNDERSTAND HOW YOU GET OFF BY OPERATING LIKE THIS. You probably don't care because either way, you have my money. Please just fix this and send me my merch. I have read the several hundred complaints lodged against yall in the last couple of months. I have already read the excuses you have come up with and yadda yadda yadda. I really dont care to hear your response other than, "Yes, we have now shipped your merchandise." I understand that you may not be the ones that actually fulfill the shipping orders but that does not matter. You are the ones I paid. Please send my merch and cancel my membership so it doesn't auto renew in August. You claim there is a way to unsubscribe on your site. Must be broken. Thanks for the help!
Hello ***,
I greatly apologize for any inconvenience.
We, OneLive Media, have never received an email or any communication from you previous to this complaint.
Unfortunately, our company does not run the Toolband online store, so we do not have any information about the status of the shipment of any Toolband online store orders. Furthermore, our company does not have any authority to expedite, cancel or refund orders from the Toolband online store.
OneLive Media only manages the TOOL Army Fan Club.
We'll cancel the auto-renew on the membership going forward.
The shipping charge you paid for your merchandise kit is not connected to us but to the Toolband Online store.
If you need any further assistance with your merchandise order, you will need to contact the Toolband online store's support team at the following email address - ***.
This is the only contact information that our company has for the Toolband online store's support team.
I sincerely apologize for any confusion or inconvenience.
Complaint: ***
I am rejecting this response because: I want people who use the Revdex.com to be able to view my response. You aren't connected to the toolband orders at all, huh? THEN WHY IS YOUR SIGNATURE LITERALLY THAT EMAIL? Also, WHY DID I GET A SHIPPING CONFIRMATION FOR MY ORDER AFTER COMPLAINING TO THE Revdex.com? You claim to have nothing to do with them yet you respond from their email, refer people to their email, and sign your response from that email. SCAM. Thank you for stopping my membership. Thank you for FINALLY SENDING MY ORDER. Please, in the future, be more transparent and TAKE RESPONSIBILITY. It is sickening to read the way you have handled complaints in the past.
Regards
I was charged by this third party via *** online website. The company whom the claim is against charged me an extra $55 for literally nothing. I paid for a Fear Inoculum album worth $60 and a Tool Army membership for $50, and when I checked out my bank statement, I was also charged an extra $55 dollar fee from this business "onelivemedia". I contacted the Tool support folks and they said they only see a charge of roughly 110. So essentially this onelivemedia business is scamming people for more money for nothing. They literally stole money from my bank ID after an online purchase.
Hello ***,
OneLive Media only manages the Tool Army Fan Club. The Tool online store, however, is managed by a different company.
The charge for $49.99 from OneLive Media is for your Tool Army membership.
The membership includes a redemption code to use on the Tool online store. The redemption code allows you receive your merchandise kit for free, leaving only shipping and taxes to be paid.
It looks like your merchandise kit order was placed without your redemption code, which is why you were charged the full $49.12 for the order. We'll process a refund for the merchandise kit cost back to your payment method.
Additionally, the $55.98 charge for the Fear Inoculum order is not connected to OneLive Media since it is on the Tool online store.
I sincerely apologize for any confusion or inconvenience.
If I could give less than 1 star I would. ONE LIVE MEDIA is a scam and the credit card companies are on their side. The use the words "Fan Club" to charge your credit card and not allow you to cancel the charges ($50 for TOOL). There is precious little on the TOOL website they run. Their "exclusive content" they say they provide is lacking to say the least. Truth be told, I signed up for the Tool Army T-shirt that NEVER SHOWED UP. I cancelled the charge with CHASE VISA and they wanted me to download a 10 page form because ONE LIVE MEDIA was fighting the charge back. Well at this point it is hardly worth my time and energy to fight them over $50. ONE LIVE MEDIA you can have the $50 but you will NEVER get money out of me again. Lesson Learned. So now I get no t-shirt and I still have to pay these scammers $50. DO NOT give your credit card information to ONE LIVE MEDIA. They are a huge corporation and you are just one person. Credit card companies stand to make more money being in bed with ONE LIVE MEDIA than by taking your side. Consider yourself warned. So enjoy your $50 ONE LIVE MEDIA, it is the last you will get out of me. Don't be a victim as I was.
Hello Ed,
I am sorry for any inconvenience on this matter. We reviewed our support records and we found that we never received an email from you requesting a membership cancellation. While this is a non-refundable membership, our management would have likely decided to process a membership fees refund given that the Toolband online store had already processed a cancellation and shipping cost refund of your merchandise bundle order.
Our support team's first notification of this situation was when the chargeback was opened. At that time, we noticed that the Toolband online store had already processed a refund of your merchandise bundle order. We reached out to you by email twice, once on November 4, 2019 and again on November 7, 2019. We never received a response back, so we had to proceed with the chargeback process.
At this point in the chargeback process, we will need to wait to hear back from the bank regarding the resolution of the dispute. If you let the bank know that you would like to drop the chargeback, our management would be happy to process a refund once the bank has fully completed the chargeback review process. However, our company is not capable of processing a refund while the bank is still reviewing the chargeback.
I sincerely apologize for any inconvenience.
If you have any further questions, please feel free to contact us.
On September 5, I placed a pre-order on ***, an e-commerce site that OneLive operates. The order was for the Limited Edition Fear Inoculum CD, which was to be shipped out by the end of September. The total paid for the preorder, including shipping was $55.98. On October 22, I e-mailed the site asking for an update. I received an automated response that they are shipping them out as fast as they can, they are trying hard, they are small company, etc. I wrote back asking for a proper time frame, and received no reply. On November 8 I wrote them again, asking for either a shipping confirmation or full refund within 24 hours. It is now November 14, and I have received neither of those resolutions nor a reply to my e-mail.
If Revdex.com is to view the Tool facebook page, you will notice this issue does not just include me. They sold a lot of these preorders, took a lot of people's money, and they are not providing the promised product. These cds are not rare, they are available across the marketplace right now from major retailers. There is no excuse for their delay and lack of honest, clear communication.
Hello ***,
I apologize for any confusion or inconvenience. OneLive Media has never received an email from your email address or an email connected to your name.
Please bear with the Tool online store support team as they are backlogged due to an unexpectedly large amount of merchandise kit and album orders in the last 60 days. As such, these shipments are taking longer than usual.
We do not have any further information on this order's status as our company exclusively manages the Tool Army fan club membership. As such, our company does not manage the shipment of Tool online store merchandise or Tool online store customer support. Furthermore, our company does not have the authority to cancel orders or process refunds for orders placed from the Toolband online store.
If you have any additional questions about your Tool online store order, you will need to contact the support team at the following email address and they should be able to answer any question or resolve any issue - ***.
If you have any further questions, please feel free to contact us.
Complaint: ***
I am rejecting this response because:
Viewing the terms of service at *** it is clearly explained that ENTIRE store.*** website is operated by OneLive. Not just the fan club membership. Maybe you subcontract the merch/delivery of items, but that honestly does not affect me. Somebody that is associated with the website you operate is not coming through with promises. That should concern OneLive and OneLive needs to step up to the plate.
I have e-mailed that given address multiple times with absolutely no resolution or direct response. I have these e-mails and will forward them to whomever. I don't want excuses at this point, I want my money back.
Regards
I preordered the new tool album fear inoculum total price was $55.98 after shipping on 09-05-19. They were suppose to ship at the end of September but it is now November 12th and I still haven’t received a shipping email and no response to my emails I’ve sent.
Hello ***,
I sincerely apologize that you have not received your order yet.
We completely understand your frustration with this shipping delay. Unfortunately, our company does not run the Toolband online store, so we do not have any information about the status of the shipment of any album orders. Furthermore, our company does not have the authority to cancel orders or process refunds for orders placed from the Toolband online store.
If you need any further assistance with this order, you will need to contact the Toolband online store's support team at the following email address - ***. This is the only contact information that our company has for the Toolband online store's support team.
I sincerely apologize for any confusion or inconvenience.
Hello ***, OneLive is the technology (website/system) and provider for the *** and all technology related policies are the responsibility of OneLive, but OneLive does not collect any money from customers at this website, nor does OneLive fulfill any product for this website. The Tool online store support team has cancelled and refunded this order. Please allow up to three (3) to five (5) business days for this refund to be reflected on your payment method.If you have any further questions, please feel free to contact us.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I am accepting this response because I was finally refunded for my order, but I’d like to point out that the first response I received was from the same email address I was told I needed to contact.
Regards
I purchased a membership kit for a Slipknot "Outside the 9" fan club from a concert I attended. I was emailed a code to enter to make the price of the item in question "0.00" instead of 85.00 USD.
I used the code, and then was charged for S/H. I paid it, and still have not recieved ANY information about my order, other than "Yea, it's taking a long time, huh?" from the company. I purchased the item August 28th, I believe...
Hello ***,
We sincerely apologize for any concern or inconvenience this situation may have caused you.
Due to the delay in shipping your order, we included free additional items in the shipment and processed a shipping cost refund back to your payment method.
Once this refund has been processed, you'll be emailed a notification with the details. At that time, please allow up to three (3) business days for the refund to be reflected on your payment method.
As stated in an email sent to you on 10/16/2019, our management was able to confirm your order would be shipping out today, 10/17/2019. Please use the below tracking link for your package.
Shipment Tracking Link - ***
If you have any other questions, please feel free to contact us.
Thank you for shopping at the Slipknot online store.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I purchased a ticket for the Tool VIP experience on September 23, 2019 for $517.04. On October 5, 2019, I was notified that they oversold the VIP tickets and had to revoke my VIP ticket for the concert. I was told a full refund would be issued and was sent a confirmation email of said refund that would take up to 3 business days. After one week, I still have not been issued a refund.
In another incident, I signed up and paid $49.99 for a Tool Army membership on September 3, 2019. Part of the membership package is various merchandise (shirt, patch, etc.) which required me to pay shipping costs of $10.00 to receive. It has been over one month and I have not received any emails, notifications or communication whatsoever regarding the status. I've emailed this company asking for a full refund of the membership and shipping charges since they have failed to perform on the agreement and refuse to communicate with me.
At this point, this company owes me $577.03 in due to non-performance of their stated promises.
Hello ***,
I apologize for any confusion or inconvenience.
You would need to contact *** regarding your TOOL VIP Experience as this is managed by a different company and not OneLive Media.
Your order (***) is currently pending shipment. Once your order leaves the warehouse, you will receive a notification email with the shipment tracking information.
Sadly, we do not have any further information on this order's status as our company does not manage the shipment of fan club merchandise.
Please bear with the Tool online store support team as they are backlogged due to an unexpectedly large amount of merchandise kit and album orders in the last 30 days. As such, these shipments are taking longer than usual.
If you have any additional questions about the fan club merchandise, you will need to contact the support team at the following email address and they should be able to answer any question or resolve any issue - ***.
Unfortunately, our company, OneLive Media, only manages the Tool Army fan club membership and our support team is not able to process refunds on membership fees, based on the language stated on the online site's FAQ page (***):
"Due to the nature of an online fan club, where benefits include access to exclusive photos, video, audio, text and community content that becomes available at the time of purchase, membership dues are non-refundable. Memberships do not guarantee pre-sale ticket. Please be aware that your membership is valid for one year from the date you originally purchased your membership."
As such, our support team would not be able to assist with this refund request.
If you would like to review and update your account so that your membership is not automatically renewed and billed after the end of the membership term, then please visit your membership page and click on "Manage Membership" to disable the auto-renew function.
If you have any further questions, please feel free to contact us.
I purchased a physical copy of the limited edition of Tool - Fear Inoculum on September 6th 2019 from store.toolband.com via Apple Pay. It is my understanding that One Live Media fills orders placed through this website and handles the customer service as well. At the time of the purchase, my default email address was set to an email address that I no longer have access to. That presented a major problem with regards to me being able to track my order. I contacted One Live Media's customer service multiple times in an effort to have them fix that issue. They did not respond at all until yesterday when I informed them that my next step would be to contact this agency. Although they have responded to my messages, they have not addressed the issue at hand and forwarded the initial order confirmation to my correct email address as requested numerous times. I am under the distinct impression that they are simply not reading my emails and are instead attempting to fix my login information for the Tool fanclub (known as Tool Army) instead. I have explained to them that I do not have a membership to this fanclub, nor do I wish to. I simply want them to forward my order confirmation email to my correct email address so that I can track the shipment. This has been going on for a month now and I am growing very tired of this and I am losing my patience. This is by far the absolute worst customer service I have ever received from any place of business. I can provide my email communications with them to you if necessary.
Hello ***,
I sincerely apologize for any confusion. We have never received an email from your email address or an email address connected to your name.
I apologize that you have not received your order yet. The new Tool album is a pre-order item that states in the product description that these albums are scheduled to start shipping at the end of September.
Please bear with the Tool online store support team as they are backlogged due to an unexpectedly large amount of merchandise kit and album orders in the last 30 days. As such, these shipments are taking a little longer than usual.
Your order should be shipping soon. Once your order leaves the warehouse, you will receive a notification email with the shipment tracking information.
Unfortunately, we do not have any further information on this order's status as our company exclusively manages the Tool Army fan club membership. As such, our company does not manage the shipment of Tool online store merchandise or Tool online store customer support.
If you have any additional questions about your Tool online store order, you will need to contact the support team at the following email address and they should be able to answer any question or resolve any issue - ***
If you have any further questions, please feel free to contact us.
Complaint: ***
I am rejecting this response because:
The message from the business is factually incorrect. I attempted to contact them numerous times via email and was even in communication with them at one point prior to submitting my complaint with the Revdex.com. Please see the attached files.
Regards
Hello ***,
Again, I greatly apologize for any confusion on this matter.
The email address receiving email messages from you in these screenshots (***) is not an email address associated with OneLive Media. As such, OneLive Media does not have access to the email messages sent to ***.
As previously stated, OneLive Media only manages the Tool Army fan club membership and does NOT manage the shipment of Tool online store merchandise or Tool online store customer support.
The shipment of the Fear Inoculum (Limited Edition CD Package + Digital Download) item that you purchased is handled by the Tool online store support team and their email address is ***.
Again, The Tool online store is managed by a different company than OneLive Media.
If you have any further questions, please feel free to contact us.
Revdex.com:
I completely understand that One Live Media does not support the sale of any Tool online merchandise sales, they strictly support the Tool Army fanclub. This is a great source of confusion for me because when I emailed ***, not only was my request to have my initial order confirmation email sent to my actual email address honored, they replied with information regarding the Tool Army fanclub membership kit. When I made my initial complaint regarding this matter, I was informed by this agency that the responsible company that I would need to file a complaint against was One Live Media. I honestly don't know who is responsible here, but I need you to get to the bottom of this ASAP. It has been 5 weeks since I placed my order. I paid dearly for my order and still have not received the item that I had purchased. I was informed at the time of the sale that the item would ship at the end of September. Later I was told that they would begin shipping October 1st. Today is October 10th and I have not even received a shipment confirmation email let alone the item and I have no idea when I will receive either. This is absolutely ridiculous. I want my money refunded. I am tired of dealing with this.
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
A few months back I joined Tool army-
The enticing part was the welcome package which baited me in. I paid the “fee” then was redirected to an inactive link that led me to nowhere.
I have contacted the company and no resolution. No welcome package and no “member benefits” to date.
Hello ***,
Unfortunately, our support team is not able to process refunds on membership fees, based on the language stated on the online site's FAQ page (***):
"Due to the nature of an online fan club, where benefits include access to exclusive photos, video, audio, text and community content that becomes available at the time of purchase, membership dues are non-refundable. Memberships do not guarantee pre-sale ticket. Please be aware that your membership is valid for one year from the date you originally purchased your membership."
As such, our support team would not be able to assist with this request.
If you would like to review and update your account so that your membership is not automatically renewed and billed after the end of the membership term, then please visit your membership page and click on "Manage Membership" to disable the auto-renew function.
That being said, our support team has attempted to assist with the process of receiving your membership merchandise in the past and we are happy to continue with that assistance.
Stated on the Tool Army membership registration page online (***), you would have to keep an eye on your email after your membership purchase for instructions to redeem your merchandise kit. A credit card will be required for shipping, handling and applicable taxes. At this time, our records show that no merchandise order has ever been placed and that is why no merchandise kit has been ever been sent.
If you never received your redemption code email, we can still assist in receiving your merchandise. In order to see your redemption code, you have to first be logged into your account. If you see the "LOGIN" button in the upper right corner, then you are not currently logged into your account. If you are not logged into your account, you will continue to receive this error message.
Once you have logged into your account, please click the redemption link listed below to redeem your membership kit -
***
Please copy and paste this code to your order during the Checkout process. This will allow you to redeem your membership kit with only a shipping charge.
If you are not seeing a membership redemption code, can you please send an email to *** with a screenshot of what you see when you click on the above link (***) so that we may better assist you? Once we have this screenshot image, we can submit this issue to our technical support team for further review.
I sincerely apologize for any inconvenience on this matter.
If you have any questions, please feel free to contact us.
I am a member of the fan club for the rock band Tool, which is called "Tool Army". for the past 3 days I have been attempting to log onto the attendant website toolband.com. I keep getting error messages letting me know that "something has gone wrong" and that I should try again later" How much later? The company that runs the website, One Live Media, has no customer support number to speak of, and , if there is an issue, how about letting members know?
Hello ***,
We sincerely apologize for any concern or inconvenience this situation may have caused you.
The Tool Fan Club transitioned site providers. During the transition many accounts needed password resets. We have since been able to assist customers with this and resolve the issue.
It appears your specific account issue was resolved on 5/8/2019 in an email correspondence with a customer support representative.
On 5/8/2019, We provided you with the username and password to reset your account.
If you’re still experiencing issues, please feel free to contact us by phone at: ***
Our phone support staff is very small, so you will get a voicemail prompt. Please leave a message and you’ll be contacted back as soon as possible, usually within the same day. Our customer support hours are Monday through Friday 9AM to 6PM.
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
2 months have gone by and still haven't received my item.
Can't get anyone on the phone, eventually you end up in voicemail.
Would've got more satisfaction lighting my $50 on fire.
Avoid at all costs.
Scott, We greatly apologize for the inconvenience and difficulty contacting us. We are attempting to deal with some communication errors on our end. However, this does not forgive the poor customer service that you have experienced. We processed a refund and cancellation of the order, as discussed on the phone with you earlier this morning. Once again, we greatly apologize for any inconvenience this situation may have caused you and hope for an opportunity to better serve you in the future.
I pre-ordered a mug and Christmas sweater from One Live Media via the NSync store with two day shipping. I was charged on 11/28/18 with the promise of it being shipped the first week of December. When I was sent the tracking number, I noticed it would not be a two day shipment. I e-mailed One Live Media's customer support and they refunded the shipping. I received the mug a week later but never the sweater. Again, I contacted customer support. I was assured it would still be shipped to me, after all, it was marked as "in transit". On 12/17/18 I e-mailed again asking to cancel the order and if I could have a refund, seeing as how it was a Christmas sweater and the holiday parties I intended to wear it to had passed. They said they would honor the refund, but only after the package was returned to them or considered "lost" by UPS. I have been consistently asking for my money back for an item that I was charged a month ago and never recieved, but they keep telling me to wait. Meanwhile, I'm being charged interest for this charge since it's on a credit card. I tried to call the company, since e-mailing isn't getting me anywhere, but I can't get into contact with a person. It's been four weeks since they charged me and I don't know how many more before they finally honor the refund.
Hello ***,
We sincerely apologize for any inconvenience this may have caused you. It is very important to us that you are served properly.
As discussed through email on 12/27/2018, a refund, for the both the cost of shipping and the cost of the item, was refunded back to your payment method as requested.
When this refund was processed, you should have received an email notification about this refund transaction. Please allow up to three (3) business days for this refund transaction to be reflected on your credit card statements.
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,
-
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
On october 3 2017 I ordered two tickets for a concert that is scheduled for January 21 in Asheville NC through One Live Media. My confirmation id is ***. I was notified the order shipped on December 30 and it was scheduled to arrive on January 5. It did not arrive on January 5 or 6 and the post office informed the morning of January 8 me the package was lost . I emailed One Live Media on Sunday January 7, Monday January 8 and Tuesday January 9 at two different email addresses but received no response. I also called them at the number on their website several times but kept getting an auto attendant. I left messages but received no call back. Finally the morning of January 9 I told them in a voice message that I was contacting the Revdex.com. I very quickly received a call back with a claim that he saw on caller ID that I called several times.
I explained the situation and was told that particular person could not help me, it would need to be referred to another department . I explained that I was traveling several hundred miles to this show and I needed resolution. I wanted the original tickets voided and another set sent.
I later received an email stating they will not send new tickets but will have them at Will Call for me. After the multiple efforts I had to make to get a response from this company, I told them I do not trust them to do what they say they will do and will not travel over 500 miles on the assumption they would take care of this. The show is on a Sunday night, outside of business hours so the trip could be for nothing. I want the tickets in hand before I travel.
Hello ***,
I want to start off by apologizing for any concern or inconvenience this situation may have caused you. It is very important to us that you are served properly. I definitely understand how frustrating it can be be to deal with lost mail, especially in situations that require delivery by a certain date.
There are some cases in which a customer will not have their physical tickets in hand for the concert in advance (i.e. lost in transit, delivered to wrong address, stolen, forgotten at home). In all of these cases, the tickets have to be reprinted at the venue for will-call collection in order to prevent there being multiple copies of the tickets distributed and potentially used by someone other than yourself.
In addition to this, since the original tickets were lost by USPS, we would not want to run the risk of shipping a second pair to the same location and have them lost again. We are also, not able to charge you for second day air, as we do not keep payment information in our system.
Since we are not able to reship the tickets to you, We’re happy to refund your shipping fee since the ticket tracking is showing as delayed or lost.
Tickets reprinted for will-call are available to collect on the night of the show with valid photo ID. If you need to change the name of the person collecting the tickets at the box office, we can accommodate a name change. Let us know if you have any further questions regarding your ticket order.
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,
***@***.com
Complaint: ***
I am rejecting this response because: there is ample time for this company to print my tickets and send them to me. They have had my money since October. My receipt states that I will receive hard copy tickets that are mailed four weeks prior to the event date. This is a company that services musicians and bands with support services for live shows. Since this show is not on a weekday I will have no recourse if I get to Asheville and the tickets are not there. Since I was forced to elevate this to your organziation in order to get any reasonable response I do not trust them to do what is right.
Regards