Shoeswarehouse

I want to offer my apologies Please note that we did have delays at our warehouse but that doesn't excuse what happened Please note that even though this is a non returnable item, I have gone in and credited your order for the full amount.Again, I am very sorry

Date: Mon, Feb 26, at 4:PMSubject: Re: *** and Revdex.comTo: David D*** Hi,Please note that we only have minutes to cancel an order in our system. If it is after the minutes, we may or may not be able to cancel. This is our standard
procedure. I do see that we sent you a Gift Certificate for $for the inconvenience. I also see that the label should have been sent to you. I am resending another label to you to your email. Please confirm. I am also attaching the label here. Thank you,Heather

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:It differs from the response I rec'd from the business after filing the complaint. This requires me to return the items; the busines said they would rebate the additional charges added to the guaranteed free shipping, but would NOT require me to return the items or pay return shipping. Thought that I had settled with the business for a $refund to settle the extra charges
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Hi,I am so sorry for the delay in responding. Please note that someone from our CS team will be contacting you ASAP

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Hi,I have looked up your order and it was not a billed order We had release the authorization charge on your account on 12/since your bank did not do it in a timely fashion for you Please see attached record that you can bring to your bank.Thank you,Heather

Hi,I'm sorry to hear you had issues ordering from Thinkgeek I would like to inform you that I have reversed the entire authorization charge on your order It should no longer show as a charge on your account I do want to explain why the credit card got rejected It seems
that only your zip code is a match from the billing information you put into the order to the billing on your credit card You may want to check this for future orders.Thank you,HeatherOperations Manager

Thank you for your responseI hope you do make those changes to the return policy because I found it to be very frustratingAgain I am not looking for any kind of refund or anything extra all I wanted was to return the product so I could get something elseHowever what is done is done and I'm sure the useless box will be a great gift. Also thank you for the offer of a $coupon but I don't think I will need itInstead could you make a donation here, this is a close friend of mine who lost both of his parents to cancer ***
Thank you,
*** ***

The code was: Reject Reason code: ***(***)Request ID: *** I hope this helps to go back to your bank with

[A default letter is
provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Hi,I am so sorry you had a poor experience with our CS team I apologize for the lack of information they provided and offered to you Please note that after minutes of an order placed in our system it is recevied at our warehouse and invoiced Once invoiced, it is very
difficult for us to cancel the order However, you can refuse the package and once it is an RTS (Return to sender), I can issue you a full refund.Please confirm Your tracking number is ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I am willing to accept this as long as it is for the full purchase amountI was offered a $refund in the intial transaction. As long as this is for the full $and change amount of the order than I accept. I would like to do a return for a refund. Thank you
Regards,
*** ***

Hi ***,I am sorry that you have had trouble ordering from us I have tried to remove you from the fraud system as an auto reject If we receive another chargeback this will change back to auto fraud You can try and place an order and see if it works for you I am not
sure I did it right so please bare with me if it didn't work.Thank you,HeatherOperations Manager

Hi,My apologies for any misunderstanding regarding the shipping fees Please note that when you look at the fine print on the Free Shipping (click here to see details at the top of the page), it shows that there might be a heavy surcharge of $on specific products I have attached an
image of this I have also attached an image of the product page where you ordered the rug from us On that page it states that there is a shipping notice When you click the shipping notice, it says that there will be a $surcharge for this item.I am sorry that you experienced this but I also see that my CS team has provided you with a $credit and that you plan to return the goods to us.Once the return is made, we will credit your entire order.Thank you,HeatherCS Manager

Please note that since we ship these, we don't have control over what the shipping company does during transit. Please note that for this one time, I will replace these for you but please note that we do not guarantee mint condition per our website

Hi ***,Again I am really sorry this happened but until I am able to find out what is happening, I can't address this As stated, we can refund your entire order and call it done or please be patient with us while I can work out what is happening with the *** *** and our warehouse As for ***/*** *** issue, when we ship, it ships via a service called *** That means that it starts off in a *** truck and then goes to the *** *** for delivery.Regarding our system, I really don't have an answer for the incorrect address it recommended I will have my IT staff look into this ASAP though.Thank you,Heather

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Hello Ms. Sanges,I am sincerely sorry for the negative experience that you had with our companyWhen ordering online, you trust 1) that the company will follow through with the information not only stated but guaranteed on the site messaging and 2) that if any problem should arise, that the
issue would be treating in an ideal manner with the respect you deserve as a customer and friendI apologize that the service we expect out of our customer service representatives was not given to youI have pulled the interactions you had with Nicki and we will be coaching her on how the situation should have been handled so this will not happen to anyone else in the future. I do see the Nicki did refund you the $spent on Expedited shippingI have gone ahead and refunded the $for the items that you purchased, so if you have not already returned them, please keep them for free as an apology for the less-than-stellar service you receivedWhile the standard is always held true, we coach our agents to be particularly mindful of shipping delays around holidays because we want our customers to trust us and our services to get your gifts to you when you want them.If there anything else I can do to assist you, simply respond to this message and I can personally address the matter.Have a wonderful day,Rebecca S*Customer Experience Analyst

Hi,Please note that your comments were sent to *** to reply. You might want to report this on ***'s Revdex.com. *** handles all the ThinkGeek Store issues. This is for ThinkGeek online. I have notified them to contact you though.Thank you,Heather