Revdex.com:I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]Regards,[redacted]
Our Distribution Center was closed starting at 12pm (EST) on 1/23/2014 for our annual physical...
inventory.
We requested on 1/29/2014 (the same day the customer called) to upgrade the shipping to Next Day Air but the order had already shipped. The customer care department attempted to contact the customer but was unsuccessful.
The tracking information states the package was processed on 1/31/2014. Another call was placed to the customer to confirm receipt. There was no answer nor voice mail.
An email was sent with updates and a request to give us a call at his earliest convenience.
We sincerely apologize for any inconvenience this has caused the customer.
Sincerely,
[redacted], Manager
Customer Care
HatWorld/Lids
Dear [redacted],We experienced system issues which resulted in a shipping delay. Our shipping attempted to deliver package on 12/20/2014. Unfortunately, the customer was not available to accept package. Second attempt was made on 12/22/2014 and showed delivered.The customer has been fully refunded.We apologized for any inconvenience this may have caused the customer.Sincerely,[redacted]Customer Care ManagerLIDS Sports Group
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10780000, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.It was nice that 3 out of 4 items finally shipped after enough complaints and days, but your website claims that your inventory is updated automatically so why was my 4th out of stock when your website says it was there in my size. Also your company hours is 24/7 but I've called about the issue numerous times and hours and have sat on hold for hours. Promised that my place in line was held and somebody would call back. So if they call back the next day, does that mean if I would have sat on hold all night to get somebody? I also find it weird that a company's supervisor can't directly get a hold of somebody in the shipping warehouse. I have to wait days for an email response that never comes. Long story short, everything with customer service that was promised was never fulfilled. When I chatted with somebody because that was the quickest way to talk to someone, I chose to have our conversation kept for my records but those never came either. I think for all my trouble I should finally get my 4th item at 30 percent off like the others along with free overnight shipping for having to wait.
Regards,
[redacted]
Dear [redacted],Our apologies for the delayed response.Our records indicate the refund check delivered certified mail on 01/24/2015. Tracking #[redacted].We will reach out to our accounting department and inquire if check has been...
cashed or unclaimed.Sincerely,[redacted]Customer Care ManagerLIDS Sports Group
Dear [redacted],Due to the overwhelming demand for the Revis jersey, we sold out of the item and some of our customers orders were canceled due to lack of stock.We apologize for the inconvenience this may have caused the customer.Sincerely,Royce...
Dear Revdex.com,We no longer have this item available in stock nor do we carry replacement buckles.A voicemail was left advising the customer that an exchange for another item can be processed or a refund. A prepaid return label was emailed to the customer.We apologize for any...
inconvenience this may have the customer.Sincerely,?Royce [redacted]Customer Care ManagerLIDS Sports Group
Dear Revdex.com,Please accept our apologies for the delayed response.We experienced system issues which resulted in a shipping delay. The customer was refunded on 12/10/2014 and a gift card sent for the incovenience.Sincerely,[redacted]Customer...
After reviewing this order, we discovered that the item was returned to our warehouse. Customer was refunded for this item and new order was placed on the customer's behalf. Order [redacted] was placed with expedited shipping and was delivered to customer November 5,...
Dear Revdex.com,The customer's order shipped out on 8/27/2015. One (out of four) item was unavailable and he was not charged for it.Tracking was provided via email and the order was discounted 30% for his troubles.We do apologize for any inconvenience this may have...
caused.?Royce L[redacted]Customer Care ManagerLIDS Sports Group
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 consider this complaint resolved.
Regards,
[redacted]
Dear Revdex.com,
We researched this customer's order process. It appears that item was lost in transit.
The customer contacted our customer care department (on 11/25) advising the package was not delivered to the store. The order was noted to be refunded however, a...
replacement order was created. The customer was not charged twice.
A refund has been processed.
We do apologize for any inconvenience this may have caused the customer.
Sincerely,
Royce L[redacted]
Lids Customer Care Manager
Customer called on 8/10 upset about the charging of sales tax. Saying we were breaking the law for charging tax. In additional to the sales tax issue, we had an issue with her order that the site-wide discount that was applied on our website did not...
transfer over to our order entry system correctly. The member of our team that received this call transferred to their supervisor.
Supervisor was away from their desk until 8/13 when customer was called back notifying that we had refunded for the overcharge on what should have been the discount. That refund was for $7.89. Supervisor advised at that time that we were waiting on clarification on MA sales tax before tax was to be refunded.
Email was sent on 8/14 to customer with the two links below explaining that there is applicable tax to the state of MA. But there are a lot of stipulations on when something can be taxed. There is also a state use tax that can be applied. A lot of what is able to be taxed is purely on how it is coded, including athletic apparel.
The 3rd link also outlines the ability to charge sales tax from drop ship orders for goods outside the state of MA to a customer within the state of MA.
http://www.mass.gov/dor/businesses/help-and-resources/legal-library/tirs/tirs-by...⇄
Within that email the supervisor also advised that customer that in the spirit of customer service we were refunding the $3.31 sales tax on her order. Even though we did not have to.
The desired settlement requested by the customer was processed on 8/14 and should be resolved.
Dear Revdex.com,Our records indicate the order has shipped. There were a total of three seperate tracking numbers. One out of the four hats ordered was unavailable and the customer was not charged. The customer has been refunded in the amount of $83.00 (for the three...
hats delivered).We truly apologize for any inconvenience this may have caused the customer.Sincerely,Royce [redacted]Customer Care ManagerLIDS Sports Group
We apologize for the delayed response. We had an issue with our system that resulted in double charges around this date that we were recently aware of and working to have reversed.Customer will be fully refunded for the charged amount of $5606.
Sincerely,
Jarrilka...
Dear [redacted],Our Customer Care department was closed for several days due to inclement weather. This impacted the call volume and delayed responses to our customers.We were able to cancel the order and the customer has been refunded.We apologize for any inconvenience...
this may have caused the customer.Sincerely,[redacted]Customer Care ManagerLIDS Sports Group
Dear Revdex.com,We reached out to the store and advised that the order was picked up by the customer. One out of the hats order was unavailable and the customer was not charged.I left a voice message for the customer on 5/15 to confirm that he did pick up his order. I have not heard...
back from him at this time.The $30 gift card was sent on 4/30/2015. We have refunded the customer in full for his troubles.Sincerely,[redacted]Customer Care ManagerLIDS Sports Group
Dear [redacted],We contacted the customer via phone on 3/16 and left a voice message. The email bounced back undeliverable.A refund check has been submitted requesting that it be expedited.We apologize for any inconvenience this may have caused the...
customer.[redacted]Customer Care ManagerLIDS Sports Group
I apologize for the delay in response to this inquiry. Lids Team Sports has been conducting our physical inventory from 1/29-2-6 and our systems were temporality shut down during that process. In order to accurately research this inquiry, our systems needed to be back up and running....
To preface I can only speak for communication between the customer and our team in Indianapolis. Any communication done between the customer and the sales rep we do not know the contents of those conversations. Per our records we show the order in question, sales order number [redacted], was created on 12/30/14. This was order was injected into our order entry system on 12/31/14. At the time of injection we do charge the credit card. I shows one single charge of $342.32 for this order. We show our first contact with our (Lids Team Sports – Indianapolis) customer service team regarding a status update for this order occurred on 1/8. At that time we reached out the sales support rep regarding this order. We received an email back from the Nashville sales support rep later that day indicating they would reach out the vendor in regards to this order. We followed back up with the Nashville sales support rep, sales rep for this account, and their sales manager on 1/9. We asked them for an update and explained what the customer was told in regards to turn time of order. We received an email back from the Nashville support rep on 1/12 stating the vendor got back to them and the order would ship on 1/30/15. We then reached back out the Nashville team on 2/5/15 asking for tracking information to then send to the customer. We then heard back later that day saying that the jacket shipped to the Indianapolis location on 1/26 and this needed to ship to a 3rd party embellisher located in Nashville. It is at this point the internal operations manager got involved. The operations manager said that she had just got off the phone with the customer (2/5/15) and that the event this jacket was needed for was that coming Saturday and that we needed to get the jacket to her ASAP. We asked the Nashville office to coordinate with the vendor and the local territory sales rep to get this worked out to meet this deadline. The Nashville office reached out an hour later the same day saying the sales rep will ensure the jacket is delivered in time and he was willing to drive to Indianapolis from Nashville to pick up the jacket. He said he has the customer’s information and will contact her when he has the jacket. Our operations manager followed back up with the local sales rep on 2/6 asking for an update. Per the local sales rep he picked up the jacket and delivered this to her place of work and asked her to call him if there was anything else wrong. It was delivered before the event on that Saturday. As far as email communication; I have checked all active emails and all emails shown as their task completed from November 2014 thru today and I do not show any record of any emails being sent to our contact email address of [email protected].
Bureau:
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 until for the business to perform this action and, if it does, will consider this complaint resolved. However I'd like some type of time frame considering this company "Hat World/LIDS" has yet to come through on their promises for over 33 days. I'd appreciate to know when this check will be mailed out and what address you plan to mail it to? The company also promised a gift card sent out via the postal service (USPS) and that never arrived. So needless to say my faith in the resolution is very low and feel they will continue to draw this out. Again please provide when this check will be cut and what address you're sending to. If it's the [redacted] address in Lanham, MD then that would be the correct one.
Regards,
[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]Regards,[redacted]
Our Distribution Center was closed starting at 12pm (EST) on 1/23/2014 for our annual physical...
inventory.
We requested on 1/29/2014 (the same day the customer called) to upgrade the shipping to Next Day Air but the order had already shipped. The customer care department attempted to contact the customer but was unsuccessful.
The tracking information states the package was processed on 1/31/2014. Another call was placed to the customer to confirm receipt. There was no answer nor voice mail.
An email was sent with updates and a request to give us a call at his earliest convenience.
We sincerely apologize for any inconvenience this has caused the customer.
Sincerely,
[redacted], Manager
Customer Care
HatWorld/Lids
Dear [redacted],We experienced system issues which resulted in a shipping delay. Our shipping attempted to deliver package on 12/20/2014. Unfortunately, the customer was not available to accept package. Second attempt was made on 12/22/2014 and showed delivered.The customer has been fully refunded.We apologized for any inconvenience this may have caused the customer.Sincerely,[redacted]Customer Care ManagerLIDS Sports Group
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10780000, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.It was nice that 3 out of 4 items finally shipped after enough complaints and days, but your website claims that your inventory is updated automatically so why was my 4th out of stock when your website says it was there in my size. Also your company hours is 24/7 but I've called about the issue numerous times and hours and have sat on hold for hours. Promised that my place in line was held and somebody would call back. So if they call back the next day, does that mean if I would have sat on hold all night to get somebody? I also find it weird that a company's supervisor can't directly get a hold of somebody in the shipping warehouse. I have to wait days for an email response that never comes. Long story short, everything with customer service that was promised was never fulfilled. When I chatted with somebody because that was the quickest way to talk to someone, I chose to have our conversation kept for my records but those never came either. I think for all my trouble I should finally get my 4th item at 30 percent off like the others along with free overnight shipping for having to wait.
Regards,
[redacted]
Dear [redacted],Our apologies for the delayed response.Our records indicate the refund check delivered certified mail on 01/24/2015. Tracking #[redacted].We will reach out to our accounting department and inquire if check has been...
cashed or unclaimed.Sincerely,[redacted]Customer Care ManagerLIDS Sports Group
Dear [redacted],Due to the overwhelming demand for the Revis jersey, we sold out of the item and some of our customers orders were canceled due to lack of stock.We apologize for the inconvenience this may have caused the customer.Sincerely,Royce...
[redacted]Customer Care ManagerLIDS Sports Group
Dear Revdex.com,We no longer have this item available in stock nor do we carry replacement buckles.A voicemail was left advising the customer that an exchange for another item can be processed or a refund. A prepaid return label was emailed to the customer.We apologize for any...
inconvenience this may have the customer.Sincerely,?Royce [redacted]Customer Care ManagerLIDS Sports Group
Dear Revdex.com,Please accept our apologies for the delayed response.We experienced system issues which resulted in a shipping delay. The customer was refunded on 12/10/2014 and a gift card sent for the incovenience.Sincerely,[redacted]Customer...
Care ManagerLIDS Sports Group
After reviewing this order, we discovered that the item was returned to our warehouse. Customer was refunded for this item and new order was placed on the customer's behalf. Order [redacted] was placed with expedited shipping and was delivered to customer November 5,...
2015.
Thank you, Lids Customer Care
Dear Revdex.com,The customer's order shipped out on 8/27/2015. One (out of four) item was unavailable and he was not charged for it.Tracking was provided via email and the order was discounted 30% for his troubles.We do apologize for any inconvenience this may have...
caused.?Royce L[redacted]Customer Care ManagerLIDS Sports Group
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 consider this complaint resolved.
Regards,
[redacted]
Dear Revdex.com,
We researched this customer's order process. It appears that item was lost in transit.
The customer contacted our customer care department (on 11/25) advising the package was not delivered to the store. The order was noted to be refunded however, a...
replacement order was created. The customer was not charged twice.
A refund has been processed.
We do apologize for any inconvenience this may have caused the customer.
Sincerely,
Royce L[redacted]
Lids Customer Care Manager
Customer called on 8/10 upset about the charging of sales tax. Saying we were breaking the law for charging tax. In additional to the sales tax issue, we had an issue with her order that the site-wide discount that was applied on our website did not...
transfer over to our order entry system correctly. The member of our team that received this call transferred to their supervisor.
Supervisor was away from their desk until 8/13 when customer was called back notifying that we had refunded for the overcharge on what should have been the discount. That refund was for $7.89. Supervisor advised at that time that we were waiting on clarification on MA sales tax before tax was to be refunded.
Email was sent on 8/14 to customer with the two links below explaining that there is applicable tax to the state of MA. But there are a lot of stipulations on when something can be taxed. There is also a state use tax that can be applied. A lot of what is able to be taxed is purely on how it is coded, including athletic apparel.
The 3rd link also outlines the ability to charge sales tax from drop ship orders for goods outside the state of MA to a customer within the state of MA.
http://www.sale-tax.com/PittsfieldMA
http://www.mass.gov/dor/individuals/taxpayer-help-and-resources/tax-guides/sales...⇄
http://www.mass.gov/dor/businesses/help-and-resources/legal-library/tirs/tirs-by...⇄
Within that email the supervisor also advised that customer that in the spirit of customer service we were refunding the $3.31 sales tax on her order. Even though we did not have to.
The desired settlement requested by the customer was processed on 8/14 and should be resolved.
Dear Revdex.com,Our records indicate the order has shipped. There were a total of three seperate tracking numbers. One out of the four hats ordered was unavailable and the customer was not charged. The customer has been refunded in the amount of $83.00 (for the three...
hats delivered).We truly apologize for any inconvenience this may have caused the customer.Sincerely,Royce [redacted]Customer Care ManagerLIDS Sports Group
We apologize for the delayed response. We had an issue with our system that resulted in double charges around this date that we were recently aware of and working to have reversed.Customer will be fully refunded for the charged amount of $5606.
Sincerely,
Jarrilka...
[redacted]Customer Care Representative
Dear [redacted],Our Customer Care department was closed for several days due to inclement weather. This impacted the call volume and delayed responses to our customers.We were able to cancel the order and the customer has been refunded.We apologize for any inconvenience...
this may have caused the customer.Sincerely,[redacted]Customer Care ManagerLIDS Sports Group
Dear Revdex.com,We reached out to the store and advised that the order was picked up by the customer. One out of the hats order was unavailable and the customer was not charged.I left a voice message for the customer on 5/15 to confirm that he did pick up his order. I have not heard...
back from him at this time.The $30 gift card was sent on 4/30/2015. We have refunded the customer in full for his troubles.Sincerely,[redacted]Customer Care ManagerLIDS Sports Group
Dear [redacted],We contacted the customer via phone on 3/16 and left a voice message. The email bounced back undeliverable.A refund check has been submitted requesting that it be expedited.We apologize for any inconvenience this may have caused the...
customer.[redacted]Customer Care ManagerLIDS Sports Group
I apologize for the delay in response to this inquiry. Lids Team Sports has been conducting our physical inventory from 1/29-2-6 and our systems were temporality shut down during that process. In order to accurately research this inquiry, our systems needed to be back up and running....
To preface I can only speak for communication between the customer and our team in Indianapolis. Any communication done between the customer and the sales rep we do not know the contents of those conversations. Per our records we show the order in question, sales order number [redacted], was created on 12/30/14. This was order was injected into our order entry system on 12/31/14. At the time of injection we do charge the credit card. I shows one single charge of $342.32 for this order. We show our first contact with our (Lids Team Sports – Indianapolis) customer service team regarding a status update for this order occurred on 1/8. At that time we reached out the sales support rep regarding this order. We received an email back from the Nashville sales support rep later that day indicating they would reach out the vendor in regards to this order. We followed back up with the Nashville sales support rep, sales rep for this account, and their sales manager on 1/9. We asked them for an update and explained what the customer was told in regards to turn time of order. We received an email back from the Nashville support rep on 1/12 stating the vendor got back to them and the order would ship on 1/30/15. We then reached back out the Nashville team on 2/5/15 asking for tracking information to then send to the customer. We then heard back later that day saying that the jacket shipped to the Indianapolis location on 1/26 and this needed to ship to a 3rd party embellisher located in Nashville. It is at this point the internal operations manager got involved. The operations manager said that she had just got off the phone with the customer (2/5/15) and that the event this jacket was needed for was that coming Saturday and that we needed to get the jacket to her ASAP. We asked the Nashville office to coordinate with the vendor and the local territory sales rep to get this worked out to meet this deadline. The Nashville office reached out an hour later the same day saying the sales rep will ensure the jacket is delivered in time and he was willing to drive to Indianapolis from Nashville to pick up the jacket. He said he has the customer’s information and will contact her when he has the jacket. Our operations manager followed back up with the local sales rep on 2/6 asking for an update. Per the local sales rep he picked up the jacket and delivered this to her place of work and asked her to call him if there was anything else wrong. It was delivered before the event on that Saturday. As far as email communication; I have checked all active emails and all emails shown as their task completed from November 2014 thru today and I do not show any record of any emails being sent to our contact email address of [email protected].
Ben H[redacted]
Better Business...
Bureau:
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 until for the business to perform this action and, if it does, will consider this complaint resolved. However I'd like some type of time frame considering this company "Hat World/LIDS" has yet to come through on their promises for over 33 days. I'd appreciate to know when this check will be mailed out and what address you plan to mail it to? The company also promised a gift card sent out via the postal service (USPS) and that never arrived. So needless to say my faith in the resolution is very low and feel they will continue to draw this out. Again please provide when this check will be cut and what address you're sending to. If it's the [redacted] address in Lanham, MD then that would be the correct one.
Regards,
[redacted]