Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I hope that they change their shipping methods as I will not order again until they offer a shipping method that you can track all the way to my residence in Toronto, Canada as all the other companies I order from the United States do.
Regards,
[redacted]
I have spoke with the customer today 12/31 in regards to the above mentioned complaint. The 3 matters we spoke of included: Shipping concerns, rising auction bidding concerns, and rising auction payments. Shipping concerns:We have gone through her Dec purchases in their entirety. I have emailed...
her a report detailing her shipping charges as documentation to help her with reconciling her statment. At this time only 1 instance was identified that she was charged more than once on 12/17. An automated system order was placed and charged Value Bundle shipping. Later that day an order was placed online and the value bundle shipping method was chosen again by the customer. The system recognized this method of shipping had been selected twice and corrected itself that same night. We have identified other instances where she paid for our value bundle shipping but did not purchase enough items for the shipping to be beneficial for her. In these instances we have refunded her the difference for customer relations. In short, we have not charged value bundle shipping multiple times incorrectly. Rising auction bidding and timer concerns: The customer claimed that she was seeing instances of the clock on our rising auction resetting themselves after it goes down to zero. I have explained to the customer that our system is not set up in this way. The auctions are automated so once it's over the clock does not reset.However, the customer does have my personal extension.I have requested if she sees this again to go ahead and contact me so I can get our technical department involved if necessary. However, at this time I can confirm that our auction is functioning correctly. Also as an additional measure we made sure to clear the customers cookies and cache on her computer to optimize efficiency of her browser. Second chance winning concerns: The customer has indicated that in some instances of "second chance" auctions she was being charged the incorrect price. I have no confirmation indicating that this has occurred from transactions I have viewed. But again, I have asked the customer to contact me if an example arises. But at this time I can confirm that the correct prices have been charged on our rising auction.She was a pleasure to speak with and she has my personal line if she had further questions. However, I feel that we have clarified any concerns she may have had.
According to out payment system for the order of [redacted] for items [redacted] and [redacted] 3 methods of payment have been used. The first is a 10.00 store credit. The 2nd is a mastercard ending in [redacted] for a total of 35.96. And lastly we charged 20.00 on the card ending in 7430. This makes a total of...
59.98. I have included a screenshot of the invoice. I have also included a screenshot of our payment system that shows 2 cards were charged. I have attempted to contact the customer on the phone number given on 11/28/2015. I left a voicemail briefly explaining this information. We have charge the correct amount on the order in question. In addition the description of the product states "Vegan leather" which is an alternative to animal leather. We have indicated in our description that the product is not animal leather. All products are covered by a 30 day warranty, any products the customer is unhappy with we are glad to return. In regards to turquoise in question this would better be handled with a phone call. An email has been sent to the customer to confirm what would be a good time to get in touch to get more clear details. However, the email came back as undelivered. However, in the interest of addressing this complaint all turquoise is genuine and real unless otherwise specified. Products may have treatments to help with the intensity of the color, however that does not alter the genuineness of the stone. We would like an opportunity to speak with the customer but we have missed each other [redacted] is my direct extension. Another attempt to call will be made during normal business hours to continue toward reaching a desired solution for the customer.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]. I have received a call from [redacted] from LC channel on 04/01/2016. She said she would look into adjustment of charges.I am waiting for final resolution.Thank you for your assistance.
Complaint: [redacted]
I am rejecting this response because: THE OUT OF POCKET EXPENSE WAS MORE THAN $25.00 I wanted the items... PLUS $25 credit.. Found out today they cancelled the order.. and ONLY gave me back part of my money.. I WANT THE ENTIRE AMOUNT OF MY MONEY IF THEY AREN'T GOING TO SHIP THE ITEMS..
Regards,
[redacted]
Today 6/30/2015 I spoke with Mr. [redacted] about Sales order 0001567652. I indicated to him that I have no problem sending the label. However, I also indicated that I would be glad to process the refund he initially requested. I processed the refund while he was on the phone via Paypal. I gave him my...
As of this time I can confirm and attempt was made on 1/23,1/27 and 1/28 to initiate contact via phone on the number left on this complaint. A voicemail was left each time with my direct extension. In regards to item [redacted] the customer is correct her order was cancelled and we were unable to...
ship the product. If a product is found to be in unacceptable condition when it is being packed we will opt to refund the product for the customer in the interest of customer relations. This decision is made rather than sending something out that does not fit our quality standards. It is never our intention to inconvenience a customer. In this instance the product being placed for auction will be addressed internally. However, we do not intentionally put products on auction that are unavailable. Because the product is not available we do have a personal shopper department that can find something similar. In addition we can honor the price of 42.00. However, since the item will not be exactly the same we need confirmation for the customer that this is something that she would like to do. In regards to item [redacted] the customer has been refunded in full as of today 1/28/16 and no return label fee has been applied to the order. Therefore, per customer request we have absorbed all shipping costs. In addition to the refund, a replacement was sent by CS Manager in the interest of customer relations. This replacement had no additional cost to the customer. In closing, we would like to address her comments on her experience with an agent. It is absolutely unacceptable that the customer would feel humiliated from her experience. And we extend our deepest apologies. Coaching will absolutely happen for this agent, we take feedback like this very seriously. We appreciate the customer taking time share her experience because it helps us be a better company. Again, we extend our deepest apologies for not providing the customer with the service she needed. If she has any questions or concerns my direct extension is [redacted]. I have also left this information in voicemails as well.
I have confirmed with the personal shopper team that the customers special order has been placed and should be arriving at our company within 2 weeks. Special orders are made directly from our manufacturing facility, therefore it takes longer than a normal order. Liquidation Channel acknowledges...
that the return was processed for a refund due to an error. Nevertheless, the order is still going to be sent out the customer because that is what we promised. Therefore the liquidation channel is standing by the original agreement. I have left a voicemail with the customer indicating I would check with the PS team. I will initiate contact with the customer again to relay the new development.
The customer was contact 4/26 by a member of our supervisory team [redacted]. We have ensured that the customer has been refunded. In addition we have been able to assist customer to successfully complete purchases he was unable to do. We appreciate the customer taking time to provide feedback to us. And...
we deeply apologize for any inconvenience that we may have caused. Nevertheless, we are glad were were able to achieve a desired resolution for the customer.
I have called and spoken with the customer today 6/28/16. I have checked the inventory for item [redacted]. I have confirmed with our warehouse team the product is available. We acknowledge that an error occurred with this particular order. For this reason I have escalated the matter...
to have it looked into further. I have explained to the customer that this is not something that is done intentionally and that we are a legitimate company. Nevertheless, the customer needs a solution for his immediate concerns. In the interest of customer relations I have sent the product to the customer as a gesture of good faith. The customer was a pleasure to speak with. Should have have any other concerns I can be contacted directly at [redacted] or emailed at [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution (the refund of $30) is satisfactory to me, personally.I do, however, still feel "per item" should not on an underneath layer, so that it does not "misrepresent" at first site.I took a pdf of the site yesterday... and there is two mentions of $1.99 shipping in bold site...and I feel they should say $1.99 S&H Per Item IN BOLD SITE.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted] I would like to thank you for helping me regarding my complaint against LC re S&H charges. I am pleased with the outcome, but in future I will be very careful with my purchases. from there.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]From: [redacted] [mailto:[redacted]] Sent: Thursday, April 21, 2016 4:51 PM To: info...
<[email protected]> Subject: Complaint [redacted] I have received the refunds due me. I did call 3 days in a row to find out about the refund. Each time I called I was told a different thing. The first time I was told my refund was sent the 17th. The second time I was told it wasn't sent until the 18th. Then I was told on my call yesterday that it was sent the 19th. I did check and it was done on the 19th. Thank you for your help in resolving this issue [redacted]
I have attempted to call the customer today on 7/23. However, I was unable to leave a message. My direct contact information is ###-###-####. Items from our auction inventory tend to be the last of a certain item. However, if there is a defect with the product that item is eligible for return if...
it's with 30 days. Products are not considered "as is" we apologize for any incorrect information that the customer was given. We are glad to work with the customer on any defective items that she has. In regards to the Japanese movement watches they work based on the movement of the wearer. If the product is still not working while it is being worn and it's been subjected to movement then we are going to consider that product defective. I am going to attempt to contact the customer again in order to continue to reach a resolution with her.
I have spoken to the customer as of today 9/19/2015. I have found the item that the customer has requested and placed an order for him. in addition to this I have registered him as well. Therefore, next time he wishes to purchase with us he can go through the automated system without and issues. I...
appreciate the time that he took to give feedback and deeply apologize for the experience that he had. We are glad he is part of the LC family and hope he enjoys his purchase!
On 10/2 I contacted the customer to speak with her about the complaint. The first order in question is INV:[redacted] Item:[redacted]. The customer indicated she received a size 7 versus a size 10. I opted to refund the product as I did not have replacement to send to her.
The second order in...
question is INV:[redacted] item: [redacted]. The customer indicated that she didn't order the size 6 ring. I indicated to the customer that this product was ordered on the automated system and not through an agent. Nevertheless, in the interest of customer relations I processed a refund for this product as well as I didn't have a replacement to send her in a size 10. Although I was unable to replace the rings in question she was glad to receive a call in regards to her complaint. I also gave her my direct line if she had any other questions.
I have left a voice mail with the customer in regards to order on 10/1/14. I have given my direct extension ###-###-####. Due to the age of the order the product is outside of our warranty period be over a year. However, in the interest of customer relations we can accept the product for return for...
store credit for another purchase. Unfortunately we do not do repairs, for this reason this is why I am offering the option above to attempt to accommodate the customer as much as possible.
The fees have been refunded in their entirety per the customers request. Just to manage expectations, please be aware that the refund is not in one lump sum. The way our refund process organized the item and the shipping charges are refunded separately. A refund of 1.99, 4.99 and 31.50(making a...
total of 38.48) were done on the original method of payment. This refund has been done today as of 3/10. Please allow 3-5 business days for the refund to show up on your end. Time frames do vary depending on a financial institutions policies. I have called the customer and spoke with her today on 9/10/16. I indicated that the refund was completed. At that point the customer shared her concerns with me and the call was abruptly ended. I called back and left a voicemail indicating again that a refund has been processed as requested. I have also indicated in this same voicemail that the calls placed with our representatives are being reviewed so proper coaching can be provided. It was not our intention to provide this type of experience for the customer. However, we can understand why she was upset. We acknowledge shortcomings in this particular situation and have taken the aforementioned steps to rectify the issue. If she has further questions for me I did leave my direct line [redacted].
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
I have attempted to contact customer as of 1/16/2016. I left a voicemail indicating that liquidation channel has no control over how quickly funds are released. Once we cancel an order we release the funds from our possesion, however each financial institution is different in how quickly they...
release the funds back to a customers account. I have also let the customer know via voicemail that I am sending the item in question to her at no expense to her. I indicated an invoice will be generated but no charges will come to her. The product should arrive between 10-14 business days as we have had some shipping delays. Nevertheless, liquidation channel has not collected any funds from the purchase in question. If the customer has any questions for me my email is [redacted] and my direct line is [redacted] I work Tue-Sat and return calls within 24hrs barring when I am not in the office.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I hope that they change their shipping methods as I will not order again until they offer a shipping method that you can track all the way to my residence in Toronto, Canada as all the other companies I order from the United States do.
Regards,
[redacted]
I have spoke with the customer today 12/31 in regards to the above mentioned complaint. The 3 matters we spoke of included: Shipping concerns, rising auction bidding concerns, and rising auction payments. Shipping concerns:We have gone through her Dec purchases in their entirety. I have emailed...
her a report detailing her shipping charges as documentation to help her with reconciling her statment. At this time only 1 instance was identified that she was charged more than once on 12/17. An automated system order was placed and charged Value Bundle shipping. Later that day an order was placed online and the value bundle shipping method was chosen again by the customer. The system recognized this method of shipping had been selected twice and corrected itself that same night. We have identified other instances where she paid for our value bundle shipping but did not purchase enough items for the shipping to be beneficial for her. In these instances we have refunded her the difference for customer relations. In short, we have not charged value bundle shipping multiple times incorrectly. Rising auction bidding and timer concerns: The customer claimed that she was seeing instances of the clock on our rising auction resetting themselves after it goes down to zero. I have explained to the customer that our system is not set up in this way. The auctions are automated so once it's over the clock does not reset.However, the customer does have my personal extension.I have requested if she sees this again to go ahead and contact me so I can get our technical department involved if necessary. However, at this time I can confirm that our auction is functioning correctly. Also as an additional measure we made sure to clear the customers cookies and cache on her computer to optimize efficiency of her browser. Second chance winning concerns: The customer has indicated that in some instances of "second chance" auctions she was being charged the incorrect price. I have no confirmation indicating that this has occurred from transactions I have viewed. But again, I have asked the customer to contact me if an example arises. But at this time I can confirm that the correct prices have been charged on our rising auction.She was a pleasure to speak with and she has my personal line if she had further questions. However, I feel that we have clarified any concerns she may have had.
According to out payment system for the order of [redacted] for items [redacted] and [redacted] 3 methods of payment have been used. The first is a 10.00 store credit. The 2nd is a mastercard ending in [redacted] for a total of 35.96. And lastly we charged 20.00 on the card ending in 7430. This makes a total of...
59.98. I have included a screenshot of the invoice. I have also included a screenshot of our payment system that shows 2 cards were charged. I have attempted to contact the customer on the phone number given on 11/28/2015. I left a voicemail briefly explaining this information. We have charge the correct amount on the order in question. In addition the description of the product states "Vegan leather" which is an alternative to animal leather. We have indicated in our description that the product is not animal leather. All products are covered by a 30 day warranty, any products the customer is unhappy with we are glad to return. In regards to turquoise in question this would better be handled with a phone call. An email has been sent to the customer to confirm what would be a good time to get in touch to get more clear details. However, the email came back as undelivered. However, in the interest of addressing this complaint all turquoise is genuine and real unless otherwise specified. Products may have treatments to help with the intensity of the color, however that does not alter the genuineness of the stone. We would like an opportunity to speak with the customer but we have missed each other [redacted] is my direct extension. Another attempt to call will be made during normal business hours to continue toward reaching a desired solution for the customer.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]. I have received a call from [redacted] from LC channel on 04/01/2016. She said she would look into adjustment of charges.I am waiting for final resolution.Thank you for your assistance.
Complaint: [redacted]
I am rejecting this response because: THE OUT OF POCKET EXPENSE WAS MORE THAN $25.00 I wanted the items... PLUS $25 credit.. Found out today they cancelled the order.. and ONLY gave me back part of my money.. I WANT THE ENTIRE AMOUNT OF MY MONEY IF THEY AREN'T GOING TO SHIP THE ITEMS..
Regards,
[redacted]
Today 6/30/2015 I spoke with Mr. [redacted] about Sales order 0001567652. I indicated to him that I have no problem sending the label. However, I also indicated that I would be glad to process the refund he initially requested. I processed the refund while he was on the phone via Paypal. I gave him my...
direct line if he had further questions.
As of this time I can confirm and attempt was made on 1/23,1/27 and 1/28 to initiate contact via phone on the number left on this complaint. A voicemail was left each time with my direct extension. In regards to item [redacted] the customer is correct her order was cancelled and we were unable to...
ship the product. If a product is found to be in unacceptable condition when it is being packed we will opt to refund the product for the customer in the interest of customer relations. This decision is made rather than sending something out that does not fit our quality standards. It is never our intention to inconvenience a customer. In this instance the product being placed for auction will be addressed internally. However, we do not intentionally put products on auction that are unavailable. Because the product is not available we do have a personal shopper department that can find something similar. In addition we can honor the price of 42.00. However, since the item will not be exactly the same we need confirmation for the customer that this is something that she would like to do. In regards to item [redacted] the customer has been refunded in full as of today 1/28/16 and no return label fee has been applied to the order. Therefore, per customer request we have absorbed all shipping costs. In addition to the refund, a replacement was sent by CS Manager in the interest of customer relations. This replacement had no additional cost to the customer. In closing, we would like to address her comments on her experience with an agent. It is absolutely unacceptable that the customer would feel humiliated from her experience. And we extend our deepest apologies. Coaching will absolutely happen for this agent, we take feedback like this very seriously. We appreciate the customer taking time share her experience because it helps us be a better company. Again, we extend our deepest apologies for not providing the customer with the service she needed. If she has any questions or concerns my direct extension is [redacted]. I have also left this information in voicemails as well.
I have confirmed with the personal shopper team that the customers special order has been placed and should be arriving at our company within 2 weeks. Special orders are made directly from our manufacturing facility, therefore it takes longer than a normal order. Liquidation Channel acknowledges...
that the return was processed for a refund due to an error. Nevertheless, the order is still going to be sent out the customer because that is what we promised. Therefore the liquidation channel is standing by the original agreement. I have left a voicemail with the customer indicating I would check with the PS team. I will initiate contact with the customer again to relay the new development.
The customer was contact 4/26 by a member of our supervisory team [redacted]. We have ensured that the customer has been refunded. In addition we have been able to assist customer to successfully complete purchases he was unable to do. We appreciate the customer taking time to provide feedback to us. And...
we deeply apologize for any inconvenience that we may have caused. Nevertheless, we are glad were were able to achieve a desired resolution for the customer.
I have called and spoken with the customer today 6/28/16. I have checked the inventory for item [redacted]. I have confirmed with our warehouse team the product is available. We acknowledge that an error occurred with this particular order. For this reason I have escalated the matter...
to have it looked into further. I have explained to the customer that this is not something that is done intentionally and that we are a legitimate company. Nevertheless, the customer needs a solution for his immediate concerns. In the interest of customer relations I have sent the product to the customer as a gesture of good faith. The customer was a pleasure to speak with. Should have have any other concerns I can be contacted directly at [redacted] or emailed at [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution (the refund of $30) is satisfactory to me, personally.I do, however, still feel "per item" should not on an underneath layer, so that it does not "misrepresent" at first site.I took a pdf of the site yesterday... and there is two mentions of $1.99 shipping in bold site...and I feel they should say $1.99 S&H Per Item IN BOLD SITE.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted] I would like to thank you for helping me regarding my complaint against LC re S&H charges. I am pleased with the outcome, but in future I will be very careful with my purchases. from there.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]From: [redacted] [mailto:[redacted]] Sent: Thursday, April 21, 2016 4:51 PM To: info...
<[email protected]> Subject: Complaint [redacted] I have received the refunds due me. I did call 3 days in a row to find out about the refund. Each time I called I was told a different thing. The first time I was told my refund was sent the 17th. The second time I was told it wasn't sent until the 18th. Then I was told on my call yesterday that it was sent the 19th. I did check and it was done on the 19th. Thank you for your help in resolving this issue [redacted]
I have attempted to call the customer today on 7/23. However, I was unable to leave a message. My direct contact information is ###-###-####. Items from our auction inventory tend to be the last of a certain item. However, if there is a defect with the product that item is eligible for return if...
it's with 30 days. Products are not considered "as is" we apologize for any incorrect information that the customer was given. We are glad to work with the customer on any defective items that she has. In regards to the Japanese movement watches they work based on the movement of the wearer. If the product is still not working while it is being worn and it's been subjected to movement then we are going to consider that product defective. I am going to attempt to contact the customer again in order to continue to reach a resolution with her.
I have spoken to the customer as of today 9/19/2015. I have found the item that the customer has requested and placed an order for him. in addition to this I have registered him as well. Therefore, next time he wishes to purchase with us he can go through the automated system without and issues. I...
appreciate the time that he took to give feedback and deeply apologize for the experience that he had. We are glad he is part of the LC family and hope he enjoys his purchase!
On 10/2 I contacted the customer to speak with her about the complaint. The first order in question is INV:[redacted] Item:[redacted]. The customer indicated she received a size 7 versus a size 10. I opted to refund the product as I did not have replacement to send to her.
The second order in...
question is INV:[redacted] item: [redacted]. The customer indicated that she didn't order the size 6 ring. I indicated to the customer that this product was ordered on the automated system and not through an agent. Nevertheless, in the interest of customer relations I processed a refund for this product as well as I didn't have a replacement to send her in a size 10. Although I was unable to replace the rings in question she was glad to receive a call in regards to her complaint. I also gave her my direct line if she had any other questions.
I have left a voice mail with the customer in regards to order on 10/1/14. I have given my direct extension ###-###-####. Due to the age of the order the product is outside of our warranty period be over a year. However, in the interest of customer relations we can accept the product for return for...
store credit for another purchase. Unfortunately we do not do repairs, for this reason this is why I am offering the option above to attempt to accommodate the customer as much as possible.
The fees have been refunded in their entirety per the customers request. Just to manage expectations, please be aware that the refund is not in one lump sum. The way our refund process organized the item and the shipping charges are refunded separately. A refund of 1.99, 4.99 and 31.50(making a...
total of 38.48) were done on the original method of payment. This refund has been done today as of 3/10. Please allow 3-5 business days for the refund to show up on your end. Time frames do vary depending on a financial institutions policies. I have called the customer and spoke with her today on 9/10/16. I indicated that the refund was completed. At that point the customer shared her concerns with me and the call was abruptly ended. I called back and left a voicemail indicating again that a refund has been processed as requested. I have also indicated in this same voicemail that the calls placed with our representatives are being reviewed so proper coaching can be provided. It was not our intention to provide this type of experience for the customer. However, we can understand why she was upset. We acknowledge shortcomings in this particular situation and have taken the aforementioned steps to rectify the issue. If she has further questions for me I did leave my direct line [redacted].
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
I have attempted to contact customer as of 1/16/2016. I left a voicemail indicating that liquidation channel has no control over how quickly funds are released. Once we cancel an order we release the funds from our possesion, however each financial institution is different in how quickly they...
release the funds back to a customers account. I have also let the customer know via voicemail that I am sending the item in question to her at no expense to her. I indicated an invoice will be generated but no charges will come to her. The product should arrive between 10-14 business days as we have had some shipping delays. Nevertheless, liquidation channel has not collected any funds from the purchase in question. If the customer has any questions for me my email is [redacted] and my direct line is [redacted] I work Tue-Sat and return calls within 24hrs barring when I am not in the office.