Robbins Research International Inc

This letter is in response to your letter dated January 21, 2017, regarding the above-referenced case. This letter is to inform the Revdex.com (“Revdex.com”) that we addressed the issue directly with the client, and to notify you as to how we responded and how this matter was handled.To give a...

brief background of this matter, the Client made two separate purchases of a number products on our website. The first was on the evening of December 17, 2016. The second was for the exact same order of products on the morning of December 18, 2016. Both purchases were through our online shopping cart, and both amounts were processed online via our online merchant system. Each charge was for a total of $601.75, so that the total charge for both purchases was $1,203.50.The client, after receiving the products, ended up returning many of the products, transferred some of her purchase of physical products to our mobile digital version of the same product, and also ended up keeping a number of our products.When our Customer Service team spoke directly with the client, there were several refunds that were processed through the initial credit card for the returned product. The first refund was for $134.90 which was processed on January 9, 2017, for product that had been returned. The second refund was for an additional $283.35 for further product that had been returned. Then after receiving this inquiry from the Revdex.com and further researching the claim, it was determined that client was owed still another $169.15, which was the remaining amount that needed to be returned for the second purchase on December 18, which also included the shipping charge for the second set of products. That charge of $169.15 was processed on January 30, 2017.Since we have received this Revdex.com inquiry, our Customer Service Director has both emailed and left a voicemail for the client to discuss these refunds, but as of this writing, has not received any response from the client. Because we have refunded the client a total of $586.60, and because the client has retained a number of products with a purchase price of $616.90 (which includes the original shipping charge for the products ordered on December 17), we believe that this matter is now closed, as we have accounted for the client's full purchase price of $1,203.50.It is our policy that the customer's needs are what come first, and we will do everything in our power to satisfy our customers. In this case with this customer, we believe we have done that by reaching out to the[redacted] - www.tonyrobbins.com client on multiple occasions, refunding the client all amounts for all products subsequently returned, and only charging the client for the products she retained. We now consider this matter closed, but are willing to answer any more questions from the client, if she wishes to reach back out to our Customer Service Director.Thank you. Please let me know if you have any further questions.Sincerally,[redacted] Esq. ASSociate Legal Counsel Robbins Research International, Inc.[redacted] - www.tonyrobbins.com

My complaint #[redacted] is resolved. The business made the refund that I was asking for. Thank you much and I am indebted for your help! [redacted]

I ordered his book online for Money: Mastering the Game along with audio interview files that were not accessed on 8/13/16. After reading further reviews, I realized it wasn't what I was looking for and requested a refund via customer service email the same day:
"I ordered a copy of the book, Money: Master the Game, today for the cost of shipping ($8) as well as two interviews ($37) for about $45 total. I'm following up to request a refund. After further reading, this is not what I was looking for."
After no reply, I emailed customer service again on 8/23:
"I've requested a refund on 8/13/16 and have not heard back yet. After further research, I've decided Tony's book and audio files were not what I wanted. The interviews have not been accessed. I'd appreciate any feedback you can provide."
I sent another email on 8/24 when I received a separate product email from Kay K, product specialist:
"I've actually requested a refund on my order for the book and audio files ($45 total) on 8/13/16 the date of purchase and again on 8/22/16. I have not heard back from customer service. Can you assist me with this request?"
I was referred me to Ambassador of First Impressions, LaShonda L. B; who notified me on 8/25 (which was a Friday) that I would be contacted within 24/48 hours:
"We have received your request and a Client Rep, will be looking into this inquiry for you and updated you within 24/48 hours.
We apologize for the delay."
When I had not heard anything by Tuesday 8/30, I emailed LaShonda directly & left a her voicemail with my name & cell:
"I left a voicemail with you earlier today about my request for a refund from my order placed on 8/13/16. This is my fourth attempt to contact customer service regarding a refund totaling $45 for the Master Money book and audio files that were not accessed. I received an email today that the book had been shipped, so I'm checking with you since I haven't heard from anyone within the 24/48hr time frame of your previous email on 8/25/16. I'd appreciate any assistance you can provide."
I heard no reply and the book had been shipped that day. I emailed LaShonda again this morning 9/3/16 informing her I'd be contacting Revdex.com. It should not be this difficult to request a simple refund but after 4 requests, my first impression is I won't be ordering from this company again. I like Tony from what I've heard but this is deplorable service. Just want others to be aware that purchases may apparently be final & unrefundable. I'm sending the book back & will continue calling and update if the issue is eventually resolved.

This letter is in response to your letter dated May 27, 2016 regarding the above-referenced case. Thisletter is to inform the Revdex.com (“Revdex.com”) that we addressed the issue directly with the client,and to notify you as to how we responded and how this matter was handled.To give a brief...

background of this matter, the Client purchased our Unleash the Power Within seminarprogram in for our March, 2016 Palm Beach, FL event, and at the time made installment payments for thefull amount of $547.50 for the ticket.The Client attended the entire four day seminar in March 2016, and while we do have a money-backSatisfaction Guarantee offer, the Client must only attend the seminar for the first 1 ½ days and then seekthe refund. Otherwise, the Satisfaction Guarantee for a full refund does not generally apply after attendingthe entire seminar.So when the Client contacted our Customer Service department, we were mistaken in thinking that she didnot attend the entire seminar and on that basis initially offered the full refund. It was only after doingfurther research into the Client’s account that we realized our mistake in that the Client did in fact attendthe entire four-day seminar, and thus our normal Satisfaction Guarantee policy would not normally apply,and at that point offered a limited refund, but was not processed.Once we realized our mistake and we then received this complaint, our Director of Customer Service didcontact the client directly, spoke to her to explain our policy and our actions, and then offered the Client tofully refund the event, which is outside our normal policies. On May 31, 2016, we credited back the creditcard that was used for the initial purchase for the fully amount of $547.50.It is our policy that the customer’s needs are what come first, and we will do everything in our power tosatisfy our customers. In this case with this complainant, we believe we have done that by refunding the customer the full amount. Because this issue was responded to promptly by our staff, we believe this issueis now resolved and closed.Thank you. Please let me know if you have any further questions.Sincerely,[redacted] Esq.Associate Legal CounselRobbins Research International, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

This letter is in response to your letter dated January 27, 2016, regarding the above-referenced case. This letter is to inform the Revdex.com (“Revdex.com”) that we addressed the issue directly with the client, and to notify you as to how we responded and how this matter was...

handled.Upon receipt of this claim, we immediately refunded the client’s $695.00 charge, which was processed on January 28, 2016. On the following day, we notified the client of our actions through email.
Since that time, the customer contacted us through email, and confirmed the receipt of the full refund.
It is our policy that the customer’s needs are what come first, and we will do everything in our power to satisfy our customers. In this case with this complainant, we believe we have done that by refunding the customer immediately of the full amount, waiving our normal liquidated damages policy. Because this issue was responded to promptly by our staff, we believe this issue is now resolved and closed.
Thank you. Please let me know if you have any further questions.
Sincerely,[redacted], Esq.
Associate Legal Counsel
Robbins Research International, Inc.

Revdex.com:
I have reviewed the response made by [redacted] Research International Inc. in reference to complaint ID [redacted], and find that this resolution fully satisfactory to our company.  
[redacted] Research International Inc. provided full cooperation, has already performed the described action and I consider this complaint resolved.
Regards,
[redacted]
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[redacted]
Telephone [front desk]: ###-###-####
Telephone [direct]: ###-###-####      
Telephone [direct]: ###-###-####
Email:[redacted].net

This letter is in response to your letter dated March 27, 2017, regarding the above-referenced case. This letter is to inform the Revdex.com (“Revdex.com”) that we addressed the issue directly with the client, and to notify you as to how we responded and how this matter was handled.To give a...

brief background of this matter, the Client bought our Mastery University program on approximately November 12, 2016, for a total price of $9,995, which she paid in full at that time. The Mastery University agreement includes 3 months free coaching through our coaching services department, as well as a free voucher to one of our Unleash the Power Within seminars.The client, after being assigned a coach through our normal process, then expressly asked for a coach who was local to the Los Angeles area and who also had been married in that area. While this was a request that we would not normally grant, as our coaching is done over the phone and the location of any particular coach is not normally part of the assignment process, we wanted to accommodate this client with this request. While it took a bit long (approximately one month) to assign this client a new coach, we granted the client two extra coaching sessions for the inconvenience.With the free voucher to our Unleash the Power Within seminar, because of the oversold nature of the event in Los Angeles which the client specifically wanted to attend, we were unable to provide her with a ticket to that event, however the voucher remained good for future seminars.When the client cancelled the contract on approximately February 27, 2017, after having already received two coaching sessions. Her Mastery University signed contract expressly provides in Section 5 that unless the client cancels within 72 hours (which this client clearly did not) then the client agrees that any cancellation would be subject to a $1,995 Damages Fee, because the amount of damages would be “extremely difficult and impractical to assess.”So while we are within our contractual right to refund the client the $8,000 amount pursuant to the signed contract, we have spoken to the client and are now prepared to refund the client the full amount of the $9,995 of her Mastery University agreement, also despite the fact that the client did receive two coaching sessions. That full refund will be processed over the next several days.It is our policy that the customer’s needs are what come first, and we will do everything in our power to satisfy our customers. In this case with this customer, we believe we have done that by fully refunding her Mastery University contract, even though we were within our contractual and legal rights to withhold the liquidated damages fee as expressly provided in the contract. Because of that, we now consider this matter closed.Thank you. Please let me know if you have any further questions.Sincerely,[redacted] H. [redacted], Esq. Associate Legal Counsel Robbins Research International, Inc.