I would like to address the two orders:Order placed in January- Placed on 1/30, shipped on 2/ Contact with our verification department indicated an issue with the authorization by using a virtual card Information was requested to allow ***- [redacted] to remove authorization- information was not provided Charge was processed which should have settled the authorization You have since filed a chargeback with your credit card company regarding the charges At this time your bank and our accounting department will review the information and charges.Order placed in February- Placed on 2/20, shipped on 2/ You reviewed tracking information on the order before it shipped Because your package had not shipped the tracking number provided belonged to an older order [redacted] recycles tracking information and new and/or updated information would not be available till after the package shipped and was checked into the mail innovations system Representatives who spoke with you indicated that tracking numbers are recycled and that updated would be available within hours Tracking information indicates the item is on it's way to you
We apologize for the confusion regarding the status of the order. The order was placed after deadline on Friday 2/and went into warehouse for processing on 2/23/2015. There were numerous emails to our customer service department and to live chat regarding the
disposition of the order. Customer was advised to contact customer service if she could not view her order history online. She was also advised the order was in our warehouse getting ready to ship and that she would receive email confirmation once it shipped. Customer tried tracking order before the order shipped, which provided the incorrect tracking number from ***- adding to the confusion.The order shipped this morning. The customer notes that we are double charging her - this is not the case. When an order is placed, the credit card goes for authorization to ensure funds are there. The authorization will show as a transaction when customer views their banking information, however it is not a charge. We physically complete the charge when the order is shipped. In this case the funds will be charged for this particular order within the next hours. The customer will receive her shipping confirmation later on today, which will have the correct tracking information.I have attached a record of the emails and customer service responses that I could locate from our records.This order was a standard transaction without any processing issues. We apologize for any confusion with the order
2/26/2015My card company placed the $back onto my account on 2/202/I had stated that since ***-***, via ***, had made a double charge on my card that the money should be returned to meI called ***-*** to have the funds put back; and *** stated that after contacting Netspend that he did not know how to place the money back on the "virtual card" He needed a physical card and asked me personal questionsThis email shows this conversation with *** *** and ***:RE: Customer Service Request -- Billing/Pricing QuestionFrom:***-*** Customer Service To:*** Date:Thu, Feb 5, 12:pmDear Ms***, Thank you for your recent email. We do apologize for the issues experienced when you called ***-***. We can assure you that *** from our Verifications Department had no intention of stealing any of your information as he was simply requesting information that is required by the Verifications Department. We have since checked with our payment processing service and have confirmed there is only one charge on the form of payment used in the amount of $213.29. This charge posted to your account on 02/04/for order ***. The reference number you can use to check this one charge with your credit card company is ***. Please note, when you place an order a pre-authorization is then applied to the form of payment used. A pre-authorization is a temporary hold of a specific amount of the available balance on a credit / debit cardThe pre-authorization is not a charge and you are not responsible for paying for it. If there is anything else we can help you with, please feel free to contact us again. Thank you for choosing ***-***. Sincerely, *** *.Supervisor***-*** Customer Servicecustomerservice@***-***.com ***-*** provides a number of additional customer service tools and customer service information on the web at . I next filed a complaint with my card company, on 2/4/2015; and the filed a complaint with the Revdex.comThen ***-*** sent another email to explain what had happened. RE: Customer Service Request -- Billing/Pricing QuestionFrom:***-*** Customer Service To:*** Date:Fri, Feb 6, 2:pmDear Ms***, Thank you for your recent email. We have again checked with our payment agency and there is only one charge in the amount of $on 02/04/reference number ***We apologize for any confusion or inconvenience this may have caused you. If there is anything else we can help you with, please feel free to contact us again. Thank you for choosing ***-***. Sincerely, *** ***-*** Customer Servicecustomerservice@***-***.com My card company had begun to investigate the situation and Adrian,Customer Care Specialist, sent a message to me about having to wait for a month to make sure that ***-*** had been paidAs shown before, *** *** had cleared the purchase amount and acknowledge the full payment of order ***On 2/17/2015, Netspend sent me a message that the $was scheduled to be returned to my account on 2/20/It wasThen, Netspend submitted a new investigation to this case on 2/21/*** *** felt that he needed to re-investigate after the money was already returned to my card's accountNetspend sent an email:RE: Customer Service Request -- Billing/Pricing QuestionFrom:***-*** Customer Service To:*** Date:Thu, Feb 5, 12:pmDear Ms***, Thank you for your recent email. We do apologize for the issues experienced when you called ***-***. We can assure you that *** from our Verifications Department had no intention of stealing any of your information as he was simply requesting information that is required by the Verifications Department. We have since checked with our payment processing service and have confirmed there is only one charge on the form of payment used in the amount of $213.29. This charge posted to your account on 02/04/for order ***. The reference number you can use to check this one charge with your credit card company is ***. Please note, when you place an order a pre-authorization is then applied to the form of payment used. A pre-authorization is a temporary hold of a specific amount of the available balance on a credit / debit cardThe pre-authorization is not a charge and you are not responsible for paying for it. If there is anything else we can help you with, please feel free to contact us again. Thank you for choosing ***-***. Sincerely, *** *.Supervisor***-*** Customer Servicecustomerservice@***-***.com
*** *** sent another email to confirm, yet again, that the amount of $was paid to them and that nothing else was owed to ***-*** in her email: RE: Customer Service Request -- Billing/Pricing QuestionFrom:***-*** Customer Service To:*** Date:Fri, Feb 6, 2:pmDear Ms***, Thank you for your recent email. We have again checked with our payment agency and there is only one charge in the amount of $on 02/04/reference number ***We apologize for any confusion or inconvenience this may have caused you. If there is anything else we can help you with, please feel free to contact us again. Thank you for choosing ***-***. Sincerely, *** ***-*** Customer Servicecustomerservice@***-***.com So, It is fully confirmed by ***-*** and Netspend that I do not owe ***-*** anything, money or further arguments for the order *** on 2/6/I am still trying to convince *** *** of Netspend that everything is good on both ends, but he is adamant to pursue this againI have no further payments to make to ***-*** on order ***, and I know that they have stated that they are in full payment without reserves on this orderThe money has been reissued to me and *** *** has to acknowledge this situation. As for the tracking number, I have seen where ***-*** places this number on their website under the order status screenI had asked for a tracking number and was told that the number had to be updatedI was also told by *** ***, in February, that this number is never used twice but does need to "update." This conversation was about my latest order, but still relevant because I needed to know why there was no useful tracking numberThe tracking number that was finally used was ***I received my package on 2/5/via UPSI felt that it was overly complex to have a tracking system that no one knew how it worked or if it was workingI allowed the package to come and that was that.As of 2/26/2015, *** *** is still seeking to hold these funds for ***-***I am trying to convince him that this case is solved and the money was already back in my account without further incidentMr*** sent me an email: 2/25/2015Hello,This issue has already been solved*** *** has misconstrued the situation againView his email:Dear *** ***, I received your rebuttal complaint filed with the Revdex.comThe pending charge from *** *** on 2/2/has been released back to your accountThey have not collected in almost a monthI released it because you are a loyal user and have been with NetSpend for many yearsThis is not a void or cancel of the authorizationIf the merchant collects later you will have to dispute the transaction. The disputed transaction has been given a provisional creditThe final date of the that disputes claim is 4/7/No further action will be required as long as we win the claim. Thank you, *** ** ***Corporate Customer Response TeamNetSpendI know that ***-*** will do the right thing and continue to state that they have been paid and that I owe them nothing on the order ***As for me, I have been refunded and find this case solvedI know that this case will give ***-*** a thought as to their actions, and allow their customers to have more pleasant shopping experiencesMay we all never have to experience this foul error in a simple transaction againDouble charging, misleading tracking numbers, and rude employees are not quality factors to have when operating any businessThere was nothing wrong on my end and I felt wronged by ***-***This lengthy argument was needless and very involvingI felt that if ***-*** had simply allowed the transaction to flow smoothly, then this situation would not have happened.I am questioning how this scenario occurredI see that ***-*** has been in business for fifty yearsCheersI do not see what the problem was with me on any of the three transactions that I madeI paid with a funded card and left nothing in the cartI waited on them to accept payment and they became hostileMay your future employees and customers have a better experience than what you are currently offering.Regards,
*** ***
2/25/2015My order was placed in a timely fashion on February 20, at 1:p.mThis is very apparent in the email sent from ***-*** to my *** account the exact same day that the purchase was made.***-*** - Order ConfirmationFrom:***-*** Customer Service To:*** Date:Fri, Feb 20, 1:pmDear *** ***, Thank you for shopping with ***-***. This email confirms your order ***. Please note that, if you ordered more than one item, you may receive separate Order Confirmation emails. Here are the details of your order:Bill to: *** *** *** ** ***Payment Method *** Ship to:*** *** *** *** ** ***You will be billed when your order shipsctt.wDiamond Open Loop Ring in 14kt Yellow GoldSize 7 Item#: *** Size: 7Quantity: 1 Price: $393.75 Subtotal:$393.75Regular Shipping:FREETax:$20.87Order Total:$414.62You will be notified via email when your order ships. If you have any questions, please feel free to give us a call at1-800-***. Sincerely, ***-*** Customer Servicecustomerservice@***-***.com1-800-*** ctt.wBaguette Diamond Huggie Hoop Earrings in 14kt Yellow GoldSale : ctt.wDiamond Beaded Cuff Bracelet in 14kt Yellow Gold7"Sale : 450.0014kt Yellow Gold Long Bar Drop Earrings With Diamond AccentSale : ctt.wDiamond Anklet in 14kt Yellow Gold 9.5"Sale : 495.00 I have had to tell ***-*** to charge the card on the first and second orders that I made using their website ***, a representative , on the first purchase was contacted by phone and she stated that the ring was on its wayI had mentioned that my card had not been charged yet for four daysThis method continued on the next order with ***-***, however, *** decided to double charge me after I asked that my ring be sent to me after four days had passedI called ***-*** and *** acknowledged that he had double charged my card for $He stated that he could not put the amount back on my card because he could not use "virtual cards"He could only deal with a physical card and asked for personal information*** *** of ***-*** came to his rescue and stated that ***-*** would not accept the second chargeMy card still has the amount pending for this amount ($214.29) and the latest amount of $***-*** has already collected the $214.29, according to *** *** and the card's charge shows that they have been paid with the second double charge pending. To continue ***-***' deceit, several employees are stating that I am at faultAs stated before, the purchase was made on 2/20/It is not my fault that ***-*** accepts their payments laterI have used this site before and they have not used this excuseThis is just another lame justification for their deceptive business methods. *** ***,***-*** Customer Service, states that: Dear Ms***, Thank you for your recent e-mail. Our records show your order ***, shipped on 2/24/via *** Mail Innovations to be transferred to the U.SPost Office for deliveryYou should expect to receive your order within 7-business days. You can monitor the progress of your package at www.mailinnovations.com with tracking number: ***Please note, it can take 24-hours from the date the order ships for the tracking information to updateThe most recent update for this tracking number shows:on 2/25/2015.*** ***, ***-*** Customer Support Manager, is still sending me emails about the order being left in the cart and now she has to empty it:Dear Valued Customer,We noticed that you did not complete your order during your last visit to our site. Just in case you were interrupted, we’ve saved your shopping bag for you.Your order contained one of our clearance items, typically one of only a handful left in stock. I saved the shopping bag for you, because I would hate for you to lose the piece if you wanted it but were just unable to complete your order that day.Clearance items are also incredible bargains, and I didn't want you to miss out getting an item you liked at a low price you might never find again.For your convenience, I've listed the contents of your shopping bag below.To complete your purchase, you can click here now to go online, or just give us a call at 1-800-835-0919 and mention cart number *** and code ***I would do it very soon, though, as our clearance items are very popular, and they tend to sell out quickly.Sincerely,*** ***-*** Customer Support Manager I know that ***-*** has mistreated past customers after researching ***-***To add to this situation, the tracking number that, according to ***-*** does not exist was sent by *** *** on 2/25/I tried using this tracking number *** and it was another order from January 19, when my order status was checked on 2/23/I contacted ***-*** after I was told to do so by a tweet from them*** Wallace answer and transferred me to her supervisor after not being able to supply a tracking number because she stated that there is only a sequence numberSupervisor *** *** suggested that the tracking number did not exist for the order and then stated that the tracking number has to be "updated." She stated that once the product is shipped by ***, problems occur with tracking numbers, but that the tracking number will be "updated." I tried to tell her that the tracking number is being reused and she just sat in silenceThis is what is seen using the still given tracking number ***: MAIL PIECE TRACKINGTracking Dates Do Not Include Weekends And Holidays Recognized By The U.SPostal Service.Below are results for *** Mail Piece TrackingFor UPS Package tracking, please go towww.ups.comResults are displayed for the following search criteria:*** Back to TopResults for *** HelpMultiple Records foundPlease Select the Zip code of the piece you are looking for. *** - Feb *** - Jan 2015 Enter Tracking NumbersI asked for Ms*** to use the tracking number and she stated that I need to use it and that I need to wait for the "updated" numberI need for ***-*** to stop lying, cheating and deceiving me and other customersI am waiting for my ring to be delivered using this information: MAIL PIECE TRACKINGTracking Dates Do Not Include Weekends And Holidays Recognized By The *** *** ***.Below are results for *** Mail Piece TrackingFor *** Package tracking, please go towww.ups.comResults are displayed for the following search criteria:*** Back to TopResults for *** Help PrintPackageID:***Sequence Number:***Zip Code:***Weight (lbs.):0.3600DateDescriptionLocationFeb 2015Package transferred to dest ** facility*** **Feb 2015Package processed by *** *** **Feb 2015Package received for processing*** ** Enter Tracking Numbers Regards,
*** ***
We are sorry but we will not be honoring the $49 price. The price is listed correctly in the item description right next to the call out. Unfortunalistetely, mistakes do occur on occasion and we reserve the right to correct them. Once again we apologize for the error.
Mrs [redacted] placed a mail order on 2/25/15 which was paid for with a personal check in the amount of $445.00Order [redacted] was an order for 3 rings1) 18KGOS faceted round garnet size 8 $125. The ring was shipped out to her on 5/1/15.2) 14KGOS cz knot ring size...
7 $125. The ring was shipped out to her on 4/2/15.3) 14KGOS twisted diamond crisscross ring size 6 $195. The ring was shipped out to her on 2/26/15.The customers personal check in the amount of $445 is the exact amount of the order so there is no outstanding balance due [redacted] nor is there any monies due to the customer.If the customer is saying that she did not receive one of the rings then we can replace the ring for her. The customer needs to let us know which ring she did not receive and we can send her another one.
We apologize for any perceived delay in processing this return. We advise all of our customers that returns may take up to 2 weeks to process once received to our warehouse.
The return was processed on 10/29 in the amount of $70. We have verified that the credit has processed and...
has been forwarded to her bank for crediting.
We have also removed her name from our mailing list as requested. We apologize for any inconvenience and hope this resolves the customer's concerns.
[redacted] Thank you for taking the time to write regarding your order. We do see you contacted our customer service department to let us know you were missing an item and that several items you received were less than satisfactory. I also see the representative you spoke with...
offered to send you a postage free label for your return. We would be happy to forward you a label and credit your account in full ($270.66) immediately. We apologize that the items you received were not up to your expectations. We know it can be challenging to shop from a catalog or online and we do our best to accurately represent the items that we offer. Please know it is not our intent to mislead our customers or to send any item that is of lesser quality than represented. If you have any questions, please contact our customer service department and they will be happy to assist you. Your return label should arrive to your email within 24 hours, please note it will be sent directly from the United States Postal Service.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
They also said that; 10/23/15, 11/24/15, 11/25/15, 3/8/16, 5/28/16, 6/26/16, 9/14/16, 10/03/16. 10/05/16, 12/3/16, 12/14/16, 12/30/16, 1/12/17, 1/18/17/ Any reason to trust them now? Do I have any recourse when they start sending them to me again?
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
This is totally passive aggressive **. I never spoke to anyone on the phone like you said. Never heard back from anyone via email, which is how I contacted customer service. I never asked for a full refund. I said my order was missing an item, one that I already paid for, per the photo I attached. I said I wanted the missing item. IF you weren't going to send the missing item that I already paid for, THEN I would want a full refund. I said several items are of an inferior quality, as in pure junk. Your response? Passive aggressive **. I want the missing item. Look at the invoice I attached and you can clearly see which item is missing. Send it asap. Thank you. As for the refund. Thanks. I didn't ask for it but I'll take it. The junk jewelry? Since I had no idea you were planning on playing the refund you didn't ask for game, I already donated it to a women's shelter nearby. They have lots of kids and I'm sure they'll appreciate the junk jewelry you sent. Thank you.
Regards,
[redacted]
I would like to address the two orders:Order placed in January- Placed on 1/30, shipped on 2/3. Contact with our verification department indicated an issue with the authorization by using a virtual card. Information was requested to allow [redacted] to remove authorization- information was not provided. Charge was processed which should have settled the authorization. You have since filed a chargeback with your credit card company regarding the charges. At this time your bank and our accounting department will review the information and charges.Order placed in February- Placed on 2/20, shipped on 2/24. You reviewed tracking information on the order before it shipped. Because your package had not shipped the tracking number provided belonged to an older order. [redacted] recycles tracking information and new and/or updated information would not be available till after the package shipped and was checked into the mail innovations system. Representatives who spoke with you indicated that tracking numbers are recycled and that updated would be available within 24 hours. Tracking information indicates the item is on it's way to you.
Management reviewed the order and did see how complicated the order and return became. In order to simplify we have agreed to process as the customer has requested. Typically we do not refund the giftee monies paid by someone else. In order to refund the full amount, we will...
be voiding the gift certificates and refund checks that were sent. We have reissued a refund check in the full amount of $202.95 to the customer. She should receive the refund check within 2 weeks.We apologize for the confusion on this order and the length of time it has taken to resolve.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
Thank you for the refund. We never spoke to ANYONE at Ross Simons. The missing piece is Item #[redacted] SET SS; Description SS SET/3 SQ MULTI SEMI PREC W/FWP DANGLE EAR. All the other pieces have a number under the wholesale price category except this one. It is blank. No number there like all the others. So whoever packed it knew there was an item missing and yet no one ever wrote to me, emailed me or even gave me a courtesy call to tell me the piece is arriving in a separate shipment. It's on me, the customer, to TRY to get what I already paid for out of Ross Simons. Now they LIE and tell me they spoke with me. NOT TRUE. There are spots on one of the stones in one set of earrings. That was not in the photo or description of that item. Why? because no one wants to buy inferior stones. The dull green in another piece was already mentioned. And the lightweight necklace. Rather than send everything back, just send the missing item asap. Thank you. I WOULD LIKE THE MISSING ITEM SENT TO ME ASAP.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
Sorry that [redacted] is not an honorable company to do business with. No further orders will be placed by myself, my family or friends. Discontinue my name on any and all your mailing lists. Further receipt of your mailings will be considered as ignorance and disrespect on the part of [redacted].
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
We never spoke with a customer service rep and no one ever offered to send return postage. No one has told us when to expect the missing item either. On the invoice that came with the shipment, the number of the missing item is not listed, just the name, so it's clear someone somewhere knew they were shortchanging us. The photos of all the items are quite misleading. One of the earrings sets shows up as a radiant turquoise blue in the ad but in person it's a dull emerald green. The sterling silver necklace has absolutely NO weight to it at all whatsoever. I feel that [redacted]' business practices are unethical. They knowingly mislead customers. They knowingly withheld part of the order. There has been NO word on where the last item is or even if they ever intend to send it out. I would like the missing item sent asap and I'd like to receive a credit for the trouble. At this point I won't be returning anything. I don't trust [redacted] to give me a full refund. I think they'll find some excuse not to. Such as AN ITEM IS MISSING. Let us know when to expect the missing earring set. Thank you.
Regards,
[redacted]
Unfortunately there were multiple customer records in our database. I can see 4 different contacts from notes entered on the account along with the requests to remove from mailing. The information was forwarded to our marketing department only about a week ago in an attempt to get the account removed through our mailing partner instead of systemically. Unfortunately, I can only provide information based on my contact today with the marketing department. The mailing partner has been advised to put the [redacted] address as a permanent "do not mail".
Through reviewing Mr. [redacted]'s account we do see he was processed for catalog removal. Everything does look fine systemically. We have reached out to our marketing department to help resolve this issue. They will work closely with our mail distribution company to ensure Mr. [redacted]...
is removed from our mailing list. We apologize for the delay and any inconvenience.
Again we apologize that the quality of the items is not what you expected. We photograph a sample of the items when they arrive to post on our website or in our catalogs. As the stones used are natural, there may be variations in color and clarity from the sample we photographed. We do strive to quality check our items to ensure that what we are sending are a good representation of the item. As per your 1st request we have posted credit back to your form of payment in full for the items. At this time we cannot cancel the credit. If you wish to keep the items or exchange them, we would need to recharge your card for the merchandise. In regards to the missing item, you are referencing a set of three earrings. Our invoice would show a listing of the component items that make up that set. We currently have two of the earrings in stock, the 3rd pair is now on backorder until mid-November. Please let us know if you did not receive the whole set or just a portion of the set. Please note, this item has also been credited in full. We would like to resolve this issue for you in a fair and equitable manner. Please let us know how you would like to proceed.
if you look at all of the evaluations they all say approximate there are near or over 100 stones therefore we are looking at .01 1/100 th of a carat each we know they are not all the same size therefore there will be differences unless every diamond is removed we are not willing to do that we will give the client 7 more days to either get a refund in full as we have said she can have all along or we will consider this matter closed
I would like to address the two orders:Order placed in January- Placed on 1/30, shipped on 2/ Contact with our verification department indicated an issue with the authorization by using a virtual card Information was requested to allow ***- [redacted] to remove authorization- information was not provided Charge was processed which should have settled the authorization You have since filed a chargeback with your credit card company regarding the charges At this time your bank and our accounting department will review the information and charges.Order placed in February- Placed on 2/20, shipped on 2/ You reviewed tracking information on the order before it shipped Because your package had not shipped the tracking number provided belonged to an older order [redacted] recycles tracking information and new and/or updated information would not be available till after the package shipped and was checked into the mail innovations system Representatives who spoke with you indicated that tracking numbers are recycled and that updated would be available within hours Tracking information indicates the item is on it's way to you
We apologize for the confusion regarding the status of the order. The order was placed after deadline on Friday 2/and went into warehouse for processing on 2/23/2015. There were numerous emails to our customer service department and to live chat regarding the
disposition of the order. Customer was advised to contact customer service if she could not view her order history online. She was also advised the order was in our warehouse getting ready to ship and that she would receive email confirmation once it shipped. Customer tried tracking order before the order shipped, which provided the incorrect tracking number from ***- adding to the confusion.The order shipped this morning. The customer notes that we are double charging her - this is not the case. When an order is placed, the credit card goes for authorization to ensure funds are there. The authorization will show as a transaction when customer views their banking information, however it is not a charge. We physically complete the charge when the order is shipped. In this case the funds will be charged for this particular order within the next hours. The customer will receive her shipping confirmation later on today, which will have the correct tracking information.I have attached a record of the emails and customer service responses that I could locate from our records.This order was a standard transaction without any processing issues. We apologize for any confusion with the order
2/26/2015My card company placed the $back onto my account on 2/202/I had stated that since ***-***, via ***, had made a double charge on my card that the money should be returned to meI called ***-*** to have the funds put back; and *** stated that after contacting Netspend that he did not know how to place the money back on the "virtual card" He needed a physical card and asked me personal questionsThis email shows this conversation with *** *** and ***:RE: Customer Service Request -- Billing/Pricing QuestionFrom:***-*** Customer Service To:*** Date:Thu, Feb 5, 12:pmDear Ms***, Thank you for your recent email. We do apologize for the issues experienced when you called ***-***. We can assure you that *** from our Verifications Department had no intention of stealing any of your information as he was simply requesting information that is required by the Verifications Department. We have since checked with our payment processing service and have confirmed there is only one charge on the form of payment used in the amount of $213.29. This charge posted to your account on 02/04/for order ***. The reference number you can use to check this one charge with your credit card company is ***. Please note, when you place an order a pre-authorization is then applied to the form of payment used. A pre-authorization is a temporary hold of a specific amount of the available balance on a credit / debit cardThe pre-authorization is not a charge and you are not responsible for paying for it. If there is anything else we can help you with, please feel free to contact us again. Thank you for choosing ***-***. Sincerely, *** *.Supervisor***-*** Customer Servicecustomerservice@***-***.com ***-*** provides a number of additional customer service tools and customer service information on the web at . I next filed a complaint with my card company, on 2/4/2015; and the filed a complaint with the Revdex.comThen ***-*** sent another email to explain what had happened. RE: Customer Service Request -- Billing/Pricing QuestionFrom:***-*** Customer Service To:*** Date:Fri, Feb 6, 2:pmDear Ms***, Thank you for your recent email. We have again checked with our payment agency and there is only one charge in the amount of $on 02/04/reference number ***We apologize for any confusion or inconvenience this may have caused you. If there is anything else we can help you with, please feel free to contact us again. Thank you for choosing ***-***. Sincerely, *** ***-*** Customer Servicecustomerservice@***-***.com My card company had begun to investigate the situation and Adrian,Customer Care Specialist, sent a message to me about having to wait for a month to make sure that ***-*** had been paidAs shown before, *** *** had cleared the purchase amount and acknowledge the full payment of order ***On 2/17/2015, Netspend sent me a message that the $was scheduled to be returned to my account on 2/20/It wasThen, Netspend submitted a new investigation to this case on 2/21/*** *** felt that he needed to re-investigate after the money was already returned to my card's accountNetspend sent an email:RE: Customer Service Request -- Billing/Pricing QuestionFrom:***-*** Customer Service To:*** Date:Thu, Feb 5, 12:pmDear Ms***, Thank you for your recent email. We do apologize for the issues experienced when you called ***-***. We can assure you that *** from our Verifications Department had no intention of stealing any of your information as he was simply requesting information that is required by the Verifications Department. We have since checked with our payment processing service and have confirmed there is only one charge on the form of payment used in the amount of $213.29. This charge posted to your account on 02/04/for order ***. The reference number you can use to check this one charge with your credit card company is ***. Please note, when you place an order a pre-authorization is then applied to the form of payment used. A pre-authorization is a temporary hold of a specific amount of the available balance on a credit / debit cardThe pre-authorization is not a charge and you are not responsible for paying for it. If there is anything else we can help you with, please feel free to contact us again. Thank you for choosing ***-***. Sincerely, *** *.Supervisor***-*** Customer Servicecustomerservice@***-***.com
*** *** sent another email to confirm, yet again, that the amount of $was paid to them and that nothing else was owed to ***-*** in her email: RE: Customer Service Request -- Billing/Pricing QuestionFrom:***-*** Customer Service To:*** Date:Fri, Feb 6, 2:pmDear Ms***, Thank you for your recent email. We have again checked with our payment agency and there is only one charge in the amount of $on 02/04/reference number ***We apologize for any confusion or inconvenience this may have caused you. If there is anything else we can help you with, please feel free to contact us again. Thank you for choosing ***-***. Sincerely, *** ***-*** Customer Servicecustomerservice@***-***.com So, It is fully confirmed by ***-*** and Netspend that I do not owe ***-*** anything, money or further arguments for the order *** on 2/6/I am still trying to convince *** *** of Netspend that everything is good on both ends, but he is adamant to pursue this againI have no further payments to make to ***-*** on order ***, and I know that they have stated that they are in full payment without reserves on this orderThe money has been reissued to me and *** *** has to acknowledge this situation. As for the tracking number, I have seen where ***-*** places this number on their website under the order status screenI had asked for a tracking number and was told that the number had to be updatedI was also told by *** ***, in February, that this number is never used twice but does need to "update." This conversation was about my latest order, but still relevant because I needed to know why there was no useful tracking numberThe tracking number that was finally used was ***I received my package on 2/5/via UPSI felt that it was overly complex to have a tracking system that no one knew how it worked or if it was workingI allowed the package to come and that was that.As of 2/26/2015, *** *** is still seeking to hold these funds for ***-***I am trying to convince him that this case is solved and the money was already back in my account without further incidentMr*** sent me an email: 2/25/2015Hello,This issue has already been solved*** *** has misconstrued the situation againView his email:Dear *** ***, I received your rebuttal complaint filed with the Revdex.comThe pending charge from *** *** on 2/2/has been released back to your accountThey have not collected in almost a monthI released it because you are a loyal user and have been with NetSpend for many yearsThis is not a void or cancel of the authorizationIf the merchant collects later you will have to dispute the transaction. The disputed transaction has been given a provisional creditThe final date of the that disputes claim is 4/7/No further action will be required as long as we win the claim. Thank you, *** ** ***Corporate Customer Response TeamNetSpendI know that ***-*** will do the right thing and continue to state that they have been paid and that I owe them nothing on the order ***As for me, I have been refunded and find this case solvedI know that this case will give ***-*** a thought as to their actions, and allow their customers to have more pleasant shopping experiencesMay we all never have to experience this foul error in a simple transaction againDouble charging, misleading tracking numbers, and rude employees are not quality factors to have when operating any businessThere was nothing wrong on my end and I felt wronged by ***-***This lengthy argument was needless and very involvingI felt that if ***-*** had simply allowed the transaction to flow smoothly, then this situation would not have happened.I am questioning how this scenario occurredI see that ***-*** has been in business for fifty yearsCheersI do not see what the problem was with me on any of the three transactions that I madeI paid with a funded card and left nothing in the cartI waited on them to accept payment and they became hostileMay your future employees and customers have a better experience than what you are currently offering.Regards,
*** ***
2/25/2015My order was placed in a timely fashion on February 20, at 1:p.mThis is very apparent in the email sent from ***-*** to my *** account the exact same day that the purchase was made.***-*** - Order ConfirmationFrom:***-*** Customer Service To:*** Date:Fri, Feb 20, 1:pmDear *** ***, Thank you for shopping with ***-***. This email confirms your order ***. Please note that, if you ordered more than one item, you may receive separate Order Confirmation emails. Here are the details of your order:Bill to: *** *** *** ** ***Payment Method *** Ship to:*** *** *** *** ** ***You will be billed when your order shipsctt.wDiamond Open Loop Ring in 14kt Yellow GoldSize 7 Item#: *** Size: 7Quantity: 1 Price: $393.75 Subtotal:$393.75Regular Shipping:FREETax:$20.87Order Total:$414.62You will be notified via email when your order ships. If you have any questions, please feel free to give us a call at1-800-***. Sincerely, ***-*** Customer Servicecustomerservice@***-***.com1-800-*** ctt.wBaguette Diamond Huggie Hoop Earrings in 14kt Yellow GoldSale : ctt.wDiamond Beaded Cuff Bracelet in 14kt Yellow Gold7"Sale : 450.0014kt Yellow Gold Long Bar Drop Earrings With Diamond AccentSale : ctt.wDiamond Anklet in 14kt Yellow Gold 9.5"Sale : 495.00 I have had to tell ***-*** to charge the card on the first and second orders that I made using their website ***, a representative , on the first purchase was contacted by phone and she stated that the ring was on its wayI had mentioned that my card had not been charged yet for four daysThis method continued on the next order with ***-***, however, *** decided to double charge me after I asked that my ring be sent to me after four days had passedI called ***-*** and *** acknowledged that he had double charged my card for $He stated that he could not put the amount back on my card because he could not use "virtual cards"He could only deal with a physical card and asked for personal information*** *** of ***-*** came to his rescue and stated that ***-*** would not accept the second chargeMy card still has the amount pending for this amount ($214.29) and the latest amount of $***-*** has already collected the $214.29, according to *** *** and the card's charge shows that they have been paid with the second double charge pending. To continue ***-***' deceit, several employees are stating that I am at faultAs stated before, the purchase was made on 2/20/It is not my fault that ***-*** accepts their payments laterI have used this site before and they have not used this excuseThis is just another lame justification for their deceptive business methods. *** ***,***-*** Customer Service, states that: Dear Ms***, Thank you for your recent e-mail. Our records show your order ***, shipped on 2/24/via *** Mail Innovations to be transferred to the U.SPost Office for deliveryYou should expect to receive your order within 7-business days. You can monitor the progress of your package at www.mailinnovations.com with tracking number: ***Please note, it can take 24-hours from the date the order ships for the tracking information to updateThe most recent update for this tracking number shows:on 2/25/2015.*** ***, ***-*** Customer Support Manager, is still sending me emails about the order being left in the cart and now she has to empty it:Dear Valued Customer,We noticed that you did not complete your order during your last visit to our site. Just in case you were interrupted, we’ve saved your shopping bag for you.Your order contained one of our clearance items, typically one of only a handful left in stock. I saved the shopping bag for you, because I would hate for you to lose the piece if you wanted it but were just unable to complete your order that day.Clearance items are also incredible bargains, and I didn't want you to miss out getting an item you liked at a low price you might never find again.For your convenience, I've listed the contents of your shopping bag below.To complete your purchase, you can click here now to go online, or just give us a call at 1-800-835-0919 and mention cart number *** and code ***I would do it very soon, though, as our clearance items are very popular, and they tend to sell out quickly.Sincerely,*** ***-*** Customer Support Manager I know that ***-*** has mistreated past customers after researching ***-***To add to this situation, the tracking number that, according to ***-*** does not exist was sent by *** *** on 2/25/I tried using this tracking number *** and it was another order from January 19, when my order status was checked on 2/23/I contacted ***-*** after I was told to do so by a tweet from them*** Wallace answer and transferred me to her supervisor after not being able to supply a tracking number because she stated that there is only a sequence numberSupervisor *** *** suggested that the tracking number did not exist for the order and then stated that the tracking number has to be "updated." She stated that once the product is shipped by ***, problems occur with tracking numbers, but that the tracking number will be "updated." I tried to tell her that the tracking number is being reused and she just sat in silenceThis is what is seen using the still given tracking number ***: MAIL PIECE TRACKINGTracking Dates Do Not Include Weekends And Holidays Recognized By The U.SPostal Service.Below are results for *** Mail Piece TrackingFor UPS Package tracking, please go towww.ups.comResults are displayed for the following search criteria:*** Back to TopResults for *** HelpMultiple Records foundPlease Select the Zip code of the piece you are looking for. *** - Feb *** - Jan 2015 Enter Tracking NumbersI asked for Ms*** to use the tracking number and she stated that I need to use it and that I need to wait for the "updated" numberI need for ***-*** to stop lying, cheating and deceiving me and other customersI am waiting for my ring to be delivered using this information: MAIL PIECE TRACKINGTracking Dates Do Not Include Weekends And Holidays Recognized By The *** *** ***.Below are results for *** Mail Piece TrackingFor *** Package tracking, please go towww.ups.comResults are displayed for the following search criteria:*** Back to TopResults for *** Help PrintPackageID:***Sequence Number:***Zip Code:***Weight (lbs.):0.3600DateDescriptionLocationFeb 2015Package transferred to dest ** facility*** **Feb 2015Package processed by *** *** **Feb 2015Package received for processing*** ** Enter Tracking Numbers Regards,
*** ***
We are sorry but we will not be honoring the $49 price. The price is listed correctly in the item description right next to the call out. Unfortunalistetely, mistakes do occur on occasion and we reserve the right to correct them. Once again we apologize for the error.
Mrs [redacted] placed a mail order on 2/25/15 which was paid for with a personal check in the amount of $445.00Order [redacted] was an order for 3 rings1) 18KGOS faceted round garnet size 8 $125. The ring was shipped out to her on 5/1/15.2) 14KGOS cz knot ring size...
7 $125. The ring was shipped out to her on 4/2/15.3) 14KGOS twisted diamond crisscross ring size 6 $195. The ring was shipped out to her on 2/26/15.The customers personal check in the amount of $445 is the exact amount of the order so there is no outstanding balance due [redacted] nor is there any monies due to the customer.If the customer is saying that she did not receive one of the rings then we can replace the ring for her. The customer needs to let us know which ring she did not receive and we can send her another one.
We apologize for any perceived delay in processing this return. We advise all of our customers that returns may take up to 2 weeks to process once received to our warehouse.
The return was processed on 10/29 in the amount of $70. We have verified that the credit has processed and...
has been forwarded to her bank for crediting.
We have also removed her name from our mailing list as requested. We apologize for any inconvenience and hope this resolves the customer's concerns.
We have offered and continue to offer a full refund upon the return of this piece. We will not extend any further discounts on the item.
[redacted] Thank you for taking the time to write regarding your order. We do see you contacted our customer service department to let us know you were missing an item and that several items you received were less than satisfactory. I also see the representative you spoke with...
offered to send you a postage free label for your return. We would be happy to forward you a label and credit your account in full ($270.66) immediately. We apologize that the items you received were not up to your expectations. We know it can be challenging to shop from a catalog or online and we do our best to accurately represent the items that we offer. Please know it is not our intent to mislead our customers or to send any item that is of lesser quality than represented. If you have any questions, please contact our customer service department and they will be happy to assist you. Your return label should arrive to your email within 24 hours, please note it will be sent directly from the United States Postal Service.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
They also said that; 10/23/15, 11/24/15, 11/25/15, 3/8/16, 5/28/16, 6/26/16, 9/14/16, 10/03/16. 10/05/16, 12/3/16, 12/14/16, 12/30/16, 1/12/17, 1/18/17/ Any reason to trust them now? Do I have any recourse when they start sending them to me again?
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
This is totally passive aggressive **. I never spoke to anyone on the phone like you said. Never heard back from anyone via email, which is how I contacted customer service. I never asked for a full refund. I said my order was missing an item, one that I already paid for, per the photo I attached. I said I wanted the missing item. IF you weren't going to send the missing item that I already paid for, THEN I would want a full refund. I said several items are of an inferior quality, as in pure junk. Your response? Passive aggressive **. I want the missing item. Look at the invoice I attached and you can clearly see which item is missing. Send it asap. Thank you. As for the refund. Thanks. I didn't ask for it but I'll take it. The junk jewelry? Since I had no idea you were planning on playing the refund you didn't ask for game, I already donated it to a women's shelter nearby. They have lots of kids and I'm sure they'll appreciate the junk jewelry you sent. Thank you.
Regards,
[redacted]
I would like to address the two orders:Order placed in January- Placed on 1/30, shipped on 2/3. Contact with our verification department indicated an issue with the authorization by using a virtual card. Information was requested to allow [redacted] to remove authorization- information was not provided. Charge was processed which should have settled the authorization. You have since filed a chargeback with your credit card company regarding the charges. At this time your bank and our accounting department will review the information and charges.Order placed in February- Placed on 2/20, shipped on 2/24. You reviewed tracking information on the order before it shipped. Because your package had not shipped the tracking number provided belonged to an older order. [redacted] recycles tracking information and new and/or updated information would not be available till after the package shipped and was checked into the mail innovations system. Representatives who spoke with you indicated that tracking numbers are recycled and that updated would be available within 24 hours. Tracking information indicates the item is on it's way to you.
Management reviewed the order and did see how complicated the order and return became. In order to simplify we have agreed to process as the customer has requested. Typically we do not refund the giftee monies paid by someone else. In order to refund the full amount, we will...
be voiding the gift certificates and refund checks that were sent. We have reissued a refund check in the full amount of $202.95 to the customer. She should receive the refund check within 2 weeks.We apologize for the confusion on this order and the length of time it has taken to resolve.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
Thank you for the refund. We never spoke to ANYONE at Ross Simons. The missing piece is Item #[redacted] SET SS; Description SS SET/3 SQ MULTI SEMI PREC W/FWP DANGLE EAR. All the other pieces have a number under the wholesale price category except this one. It is blank. No number there like all the others. So whoever packed it knew there was an item missing and yet no one ever wrote to me, emailed me or even gave me a courtesy call to tell me the piece is arriving in a separate shipment. It's on me, the customer, to TRY to get what I already paid for out of Ross Simons. Now they LIE and tell me they spoke with me. NOT TRUE. There are spots on one of the stones in one set of earrings. That was not in the photo or description of that item. Why? because no one wants to buy inferior stones. The dull green in another piece was already mentioned. And the lightweight necklace. Rather than send everything back, just send the missing item asap. Thank you. I WOULD LIKE THE MISSING ITEM SENT TO ME ASAP.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
Sorry that [redacted] is not an honorable company to do business with. No further orders will be placed by myself, my family or friends. Discontinue my name on any and all your mailing lists. Further receipt of your mailings will be considered as ignorance and disrespect on the part of [redacted].
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
We never spoke with a customer service rep and no one ever offered to send return postage. No one has told us when to expect the missing item either. On the invoice that came with the shipment, the number of the missing item is not listed, just the name, so it's clear someone somewhere knew they were shortchanging us. The photos of all the items are quite misleading. One of the earrings sets shows up as a radiant turquoise blue in the ad but in person it's a dull emerald green. The sterling silver necklace has absolutely NO weight to it at all whatsoever. I feel that [redacted]' business practices are unethical. They knowingly mislead customers. They knowingly withheld part of the order. There has been NO word on where the last item is or even if they ever intend to send it out. I would like the missing item sent asap and I'd like to receive a credit for the trouble. At this point I won't be returning anything. I don't trust [redacted] to give me a full refund. I think they'll find some excuse not to. Such as AN ITEM IS MISSING. Let us know when to expect the missing earring set. Thank you.
Regards,
[redacted]
Unfortunately there were multiple customer records in our database. I can see 4 different contacts from notes entered on the account along with the requests to remove from mailing. The information was forwarded to our marketing department only about a week ago in an attempt to get the account removed through our mailing partner instead of systemically. Unfortunately, I can only provide information based on my contact today with the marketing department. The mailing partner has been advised to put the [redacted] address as a permanent "do not mail".
Through reviewing Mr. [redacted]'s account we do see he was processed for catalog removal. Everything does look fine systemically. We have reached out to our marketing department to help resolve this issue. They will work closely with our mail distribution company to ensure Mr. [redacted]...
is removed from our mailing list. We apologize for the delay and any inconvenience.
Again we apologize that the quality of the items is not what you expected. We photograph a sample of the items when they arrive to post on our website or in our catalogs. As the stones used are natural, there may be variations in color and clarity from the sample we photographed. We do strive to quality check our items to ensure that what we are sending are a good representation of the item. As per your 1st request we have posted credit back to your form of payment in full for the items. At this time we cannot cancel the credit. If you wish to keep the items or exchange them, we would need to recharge your card for the merchandise. In regards to the missing item, you are referencing a set of three earrings. Our invoice would show a listing of the component items that make up that set. We currently have two of the earrings in stock, the 3rd pair is now on backorder until mid-November. Please let us know if you did not receive the whole set or just a portion of the set. Please note, this item has also been credited in full. We would like to resolve this issue for you in a fair and equitable manner. Please let us know how you would like to proceed.
if you look at all of the evaluations they all say approximate there are near or over 100 stones therefore we are looking at .01 1/100 th of a carat each we know they are not all the same size therefore there will be differences unless every diamond is removed we are not willing to do that we will give the client 7 more days to either get a refund in full as we have said she can have all along or we will consider this matter closed