We confirm this is not the quality of service we intend to provide. We understand this has been an inconvenience and for this we are extremely sorry.We have added control measures to minimize errors, which we expect will increase your satisfaction and enjoyment while shopping with us. If for an unforeseen reason, the same situation was to unlikely happen in the future, we hope you will provide us the opportunity to express our good will and send you a like kind item free of cost to you. In the interest to express our good will and to improve your shopping experience we have applied store credit to your account in the amount of $20.00. This credit was applied on 11/3/2016 In addition, we have shipped order [redacted] to you. This order contains the following products. September incomplete orders: In September were we unable to ship item[redacted]Artisan Crafted Arizona Sleeping Beauty Turquoise, Lapis Lazuli Sterling Silver Decorative Pendant without Chain TGW 1.110 Cts. The product was won for 10.00. We have found item[redacted]which is like kind, the description is as follows: Artisan Crafted Arizona Sleeping Beauty Turquoise, Lapis Lazuli, Malgache Neon Apatite Sterling Silver Pendant without Chain TGW 2.090. October incomplete orders: Item [redacted]Madagascar Paraiba Apatite, White Topaz Platinum Over Sterling Silver Earrings TGW 1.310 Cts. Won for 6.00. We have found like kind item[redacted]: Madagascar Paraiba Apatite, White Topaz Platinum Over Sterling Silver Earrings TGW 4.700 cts. Item [redacted]Arizona Sleeping Beauty Turquoise Platinum Over Sterling Silver Decorative Dangle Earrings TGW 1.250 Cts. Won for-11.00-. We have found like kind item[redacted]Arizona Sleeping Beauty Turquoise, White Topaz Platinum Over Sterling Silver Lever Back Earrings TGW 1.712 Cts. We appreciate your business and are very saddened we were unable to provide the level of service that we strive for. Nevertheless, this situation provides an opportunity for us to continue to for improvements to make your experiences even better. We hope that you enjoy the products that we were able to find. Although not the same, they are similar in appearance. Therefore, we hope that his gesture of goodwill is received well. If there are any questions or concerns of course customer service is available 24hrs day at [redacted]. My direct line is [redacted]. My email is [redacted]
A credit was applied to the customers account on 4/15 as promised. However, this credit was a store credit with the liquidation channel. I believe there may have been a misunderstanding about what type of credit it was. I attempted to contact customer on 5/13 and left voicemail because I wanted to give clarity. Nevertheless, in the interest of customer relations the store credit has been reversed back to the customers method of payment as of 5/16. The credit should have appeared on the customers statement within 3-5 business days after that date. Therefore, a credit was applied as stated in the response.
As of today I can confirm the following actions andinformation have been sent to the customer via email: I. All refunds customer inquired about from theyear of 2014 have been provided in excel documents which detail orderinformation, refund amount and refund date and to which card it has beenprocessed to. II. Monthly reports from Jan 2015 to June 2015 togive details to the most recent returns as well for the customer’s reference.Information was provided in excel documents with detail order information,refund amount and refund date and to which card it has been processed to. Please keep in mind our refund date is what our payment system indicates,however the financial institution may not have posted the refund on thecustomers end for 3-5 business days. Each financial institutions policymay differ. III. General timeline of communications:§ Customer Service Manager/ Danielle Jacksonemailed customer on 9/5 with May-Dec 2014. Attached Jan-April directly tothe complaint as documentation that the reports were being worked on for her. § On 9/11 Customer Service Manager/ DanielleJackson emailed customer Jan-March 2015. Jan 2014 to April of 2014 weredirectly emailed to customer’s email but clarified to her that information hadbeen attached them to the initial complaint.§ On 9/15 April of 2015 was sent to customer viaemail.§ 9/17 May and June 2015 were sent via email. § On 09/19 Customer Service Manager/ DanielleJackson emailed customer with status and providing availability. On 09/21customer acknowledged communication with no further questions at the time. As the customer has stated the documentation has taken muchlonger than expected. We acknowledge this and realize that this has not madefor a good customer experience. Any shipping discrepancies that the customer has expressedconcerns about we have made sure to review and to verify the refund for her inthe spreadsheets. We made sure to specify it was a shipping charge tohelp keep the document user friendly. I have given this information to the email that is attachedto this complaint. She has confirmed receipt of the documents. Documents from 2012 and 2013 are too far back for ourpayment system to get specific details regarding the refunds like the othertransactions. However, I do have some information from our payment system thatmay be of use: · Card ending in 1806 has a total of 5,737.80 ofrefunds since 2012· Card ending in 9885 has had a total of 10,235.12worth of refunds since 2011.Therefore we have refunded a total of roughly$16,000.00 to the customer in a 4 year period of time on these twoparticular cards. Again, we wanted to take a moment to state that we did in fact fallshort of customer expectations and acknowledge this. Specifically, we didnot set clear expectations on the amount of time the customer’s request forhistoric refund information would take, due to a significant amount of time hadpassed since the date of the charges inquired on. Customer’s request isin general a personal banking control. Our refunds are done and confirmedto the customer at the time of process, either via email or phone call. We hopethe documentation provided can help the customer reconcile her statements toget some clarity about what has been refunded and when.In addition to all the reports processed,we have generated some additional shipping fees refunds on non-defectiveitems. This action was taken uniquely and unequivocally to expressgoodwill to customer. After all the analysis made we can confirm nosystem errors were made. We want to make sure we clarify some existingbusiness rules effective during the time customer purchased, this informationmay assist customer in the interpretation of reports and bank statements: a. Shippingfees and merchandise value are refunded separately for all damaged or defectivemerchandise, regardless of the item value. This means customer would seeone refund for the shipping fees and a separate one for the item value.b. Shippingfees are not refunded on non-defective merchandise items. In these cases,items assessed as quality check OK by our returns department, will still beaccepted as returned, however only item value will be refunded.c. Itemspurchased with a discount coupon will only be refunded for the net paid amount,original price minus discount. Discounts are listed in invoice on separateline. Wesincerely regret the frustration this has caused the customer and assure yousuch experience is not the standard to which we aspire, we can only hopecustomer finds the information and assistance satisfactory.Again I am still available for questions directly at [redacted] or [redacted] Tues-Sat.
Complaint: [redacted]
I am rejecting this response because:1. They said they have "protocols" to notify me when I am being refunded money--completely ignoring the part of my complaint where I say I am NEVER notified by them, only by Paypal, (at least not since they changed their website in 2015.) So obviously their "protocols" are not working. How are they going to fix this? 2. Also ignored was the part of my complaint where I say after an auction win is taken away from me days after I have already paid, I often have later seen the exact same item being auctioned again. Perhaps that was not true with the last 3 cancelled items, but I estimate they have done this to me several times in the 30 or so cancelled orders in the past year. I have actually called customer service a couple of times about this, and I was told I couldn't have the item currently being re-auctioned because "someone has already placed a bid on it." SO apparently it was fine to take it away from me, but they won't take it away the new person who is bidding on it, even though I was prior in time in wining the auction. Again, how are they going to fix this? I want a guarantee that in the future if I see the same item after my winning bid is cancelled, they will pull that auction and send it to me, for the price I originally won it for. Otherwise there is a clear intent to defraud if they won't honor the auction winning bid.
Regards,
Carla Johansen
Liquidation Channel is not associated with the company listed within this email within the customers response. I have spoken with the customer today 7/25 and verified this information with her. All of our emails end with Liquidationchannel.com not liquidation.com. In addition the contact information given to the customer is not our telephone number. I believe there was a misunderstanding. She was very receptive to the feedback. I explained to her the products in question do belong to us[redacted] is a brand that is exclusive to Liquidation Channel. The customer had to leave due to a personal engagement. However, I am going to touch base with her again to find out specifics about the products she is having products with. I have also contacted the customer again and left a voice mail reiterating that liquidation.com is not a company that is associated with Liquidation Channel.
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.
-----Original Message-----From: [redacted] [mailto:[redacted]] Sent: Friday, October 16, 2015 8:06 AMTo: info...
<[email protected]>Subject: id[redacted] I received a phone call last night from LC and they agreed to refund all amount back to my debit cad. I checked the bank this morning and it is posting back to my account. Thank You so much for your help. [redacted]Regards,
[redacted]
The customer was able tor provide an example to me indicating that she felt that she was charged incorrectly for certain auctions. As of today 1/7/2016 I have emailed her correspondence that documents that she was charged the correct price rather than the higher bid as she originally thought. In addition, I have spoken with the customer on 1/6/2016 addressing her questions that she had as well. She has my direct line if she has any additional concerns.
A cancellation has been processed per the customer request at 9:23am CST. I indicated to the customer the funds should return to her account within 3-5 business days because it depends on the financial institutions policies. She indicated she wanted the funds to go back immediately. I did try...
to explain that how quickly the funds go back depends on the financial institution. Unfortunately liquidation channel does not have the ability to make a financial institution process a refund more quickly. However, I have provided documentation showing that the funds have been returned to the account. The customer claimed that we charged her account illegally. I indicated to the customer that when you place an order you give authorization for your card to be charged.She indicated she will check on the refund I indicated to her that I will provide the documentation. The cancellation has been processed per the customers request and the refund was given to the bank today from liquidation channel's end. We apologize for any inconvenience caused. However, we are glad we were able to process the cancellation in time per her request.
I have to contacted the customer today 5/6 at 9:54am CST. I have left a voice mail with her. The product in question is considered returnable and and we will be glad to process a refund for the customer. The customer called on 4/12 and we indicated the return is approved. Afterward an email was sent to the liquidation channel on 4/30 indicating that the customer wanted to return the product. We responded the same day indicating we would be glad to facilitate the return and once the product is received we can process a refund. However, in order for this to be done liquidation channel would have to receive the product back. The voice mail I left with the customer indicates that we will be glad to refund [redacted] item number [redacted] once it is received back at our facility. A return label will be both emailed and sent via regular mail to ensure that she gets it. I have also left my direct extension in the voice mail.
Complaint: [redacted]
I am rejecting this response because:
I have been contacting the liquidation channel for more than two months regarding errors in their deliveries. For Instance :: When I receive a package that should contain 4 items according to the paperwork inside, and there is only 3 items inside. Or the items are not the same as the items on the paperwork. Every time, I am accepting the credit and they are looking for the correct item and it is inevitably sold out. Every time. I don't want a refund - I want the item that I ordered. Anyways - I have been repeatedly having these problems and asking about what is happening over there since the first of the year? But no one has called me to address any of these issues. Only now am I getting any responses at all. On their response they say they that they called me today twice? I told them they I was not going to be in this afternoon and they would have to call tomorrow. But again they did not listen.And in in regard to the phone calls,, I have been waiting for a call from a manager named [redacted] for more than 2 weeks. from today - and prior to that I have left messages for management with the Customer Service reps .. To give you an idea of how long this has been going on - the order that they are calling about is from February. I have been trying to get an answer about this order for all this time.. Now they are trying to deal with that problem only. This is just not acceptable .
[redacted]
The documentation of the refunds has been taking a little longer than expected. We acknowledge this and realize that this can be inconvenient. We also acknowledge that this should have been completed sooner as this has not made for a good customer experience. Our escalation specialist is working...
steadily to gather remaining documentation for the customer to showcase the refunds that we have done. The documentation shows order number, refund date, and refund amount. This should help the customer to be able to reconcile any questions she may have regarding funds back to her account. We appreciate the customer taking time to provide feedback and welcome opportunities to better improve our service. I have also contacted the customer 9/2/2015 and left a message indicating to her that the documentation is being completed.I have attached some of the documentation to this complaint to showcase that it is being worked on. However due to limitations I cannot attach everything. The remaining documentation will be emailed to the customer on the one provided in this complaint for her reference. If there any further concerns of course you can email me at [redacted] or you can call at [redacted].
I attempted to call the customer on 5/20 but was unable to leave a message. On 5/23 we did touch base with one another. I indicated to the customer that we do not do repairs at our facility. However, I have indicated to customer that I am glad to work with her on facilitating returns. We agreed...
to touch base again 5/26. Unable to leave voicemail again. However, just to lay our a resolution we are willing to facilitate returns for the products to assist the customer with her defective rings. I will attempt contact again to get that process going.
A message has been left at the registered telphone number associated with this account. Normally when a product is not considered defective we do not process a refund for shipping. However, in the interest of customer relations a refund has been processed today and should appear on the statement...
within 3-5 business days depending on financial institutions policies. Our shipping policies and prices are located on our website I have included the link for your reference: http://www.liquidationchannel.com/shippingpolicy.html. My direct line is ###-###-#### I will also notate your account with this information as well.
Complaint: [redacted]
I am rejecting this response because:The message that was left for me by phone said a credit was being made to my 'account', which was unspecified.I asked for a refund, i.e. MONEY (since the bill has already been paid by check) and an apology, neither of which was done.
Regards,
[redacted]
We did not receive an initial call about missing orders on 8/26/2014. Orders from June and most of July are too far back for us to investigate with the post office. However, in the interest of reaching a resolution we are willing to process refunds. However, we are requesting the proper shipping...
address is confirmed with us to avoid any errors on future orders. We have established several pieces are coming to us according to the tracking as well. Therefore we can confirm there are packages the customer has not received yet. I have attempted contact on 8/27/14 with my direct contact information. I will try again 8/28/14 in order to present the resolution to her.
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 appreciate all the help that was given to me, especially by [redacted]. I am sorry for the delay in adding a response to my complaint. I have had a family emergency. thank you again for your help with taking care of my concern & going above & beyond.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:Until I can finish reconciling I can not close this yet. Also there will be some items I still will be questioning (2 pages of denied refunds one credit card has notified me of that still needs to be looked at by Liquidation). To be fair to me I need a bit more time on this. After all it has taken them well over a year to get to this point with Revdex.com's help.
Regards,
[redacted]
During the week the customer placed her orders we did experience shipping delays. We apologize for the inconvenience this has caused for the special occasion you made the purchases for. I have refunded 25.00 against Sales order#[redacted] per the customers request in the interest of customer...
From: [redacted] [mailto:[redacted]] Sent: Friday, May 08, 2015 5:59 PM To: info Subject: Re: Revdex.com - You have a New Message from Revdex.com Regarding Complaint #[redacted] This complaint has not been resolved - no credit was received.
We confirm this is not the quality of service we intend to provide. We understand this has been an inconvenience and for this we are extremely sorry.We have added control measures to minimize errors, which we expect will increase your satisfaction and enjoyment while shopping with us. If for an unforeseen reason, the same situation was to unlikely happen in the future, we hope you will provide us the opportunity to express our good will and send you a like kind item free of cost to you. In the interest to express our good will and to improve your shopping experience we have applied store credit to your account in the amount of $20.00. This credit was applied on 11/3/2016 In addition, we have shipped order [redacted] to you. This order contains the following products. September incomplete orders: In September were we unable to ship item[redacted]Artisan Crafted Arizona Sleeping Beauty Turquoise, Lapis Lazuli Sterling Silver Decorative Pendant without Chain TGW 1.110 Cts. The product was won for 10.00. We have found item[redacted]which is like kind, the description is as follows: Artisan Crafted Arizona Sleeping Beauty Turquoise, Lapis Lazuli, Malgache Neon Apatite Sterling Silver Pendant without Chain TGW 2.090. October incomplete orders: Item [redacted]Madagascar Paraiba Apatite, White Topaz Platinum Over Sterling Silver Earrings TGW 1.310 Cts. Won for 6.00. We have found like kind item[redacted]: Madagascar Paraiba Apatite, White Topaz Platinum Over Sterling Silver Earrings TGW 4.700 cts. Item [redacted]Arizona Sleeping Beauty Turquoise Platinum Over Sterling Silver Decorative Dangle Earrings TGW 1.250 Cts. Won for-11.00-. We have found like kind item[redacted]Arizona Sleeping Beauty Turquoise, White Topaz Platinum Over Sterling Silver Lever Back Earrings TGW 1.712 Cts. We appreciate your business and are very saddened we were unable to provide the level of service that we strive for. Nevertheless, this situation provides an opportunity for us to continue to for improvements to make your experiences even better. We hope that you enjoy the products that we were able to find. Although not the same, they are similar in appearance. Therefore, we hope that his gesture of goodwill is received well. If there are any questions or concerns of course customer service is available 24hrs day at [redacted]. My direct line is [redacted]. My email is [redacted]
A credit was applied to the customers account on 4/15 as promised. However, this credit was a store credit with the liquidation channel. I believe there may have been a misunderstanding about what type of credit it was. I attempted to contact customer on 5/13 and left voicemail because I wanted to give clarity. Nevertheless, in the interest of customer relations the store credit has been reversed back to the customers method of payment as of 5/16. The credit should have appeared on the customers statement within 3-5 business days after that date. Therefore, a credit was applied as stated in the response.
As of today I can confirm the following actions andinformation have been sent to the customer via email: I. All refunds customer inquired about from theyear of 2014 have been provided in excel documents which detail orderinformation, refund amount and refund date and to which card it has beenprocessed to. II. Monthly reports from Jan 2015 to June 2015 togive details to the most recent returns as well for the customer’s reference.Information was provided in excel documents with detail order information,refund amount and refund date and to which card it has been processed to. Please keep in mind our refund date is what our payment system indicates,however the financial institution may not have posted the refund on thecustomers end for 3-5 business days. Each financial institutions policymay differ. III. General timeline of communications:§ Customer Service Manager/ Danielle Jacksonemailed customer on 9/5 with May-Dec 2014. Attached Jan-April directly tothe complaint as documentation that the reports were being worked on for her. § On 9/11 Customer Service Manager/ DanielleJackson emailed customer Jan-March 2015. Jan 2014 to April of 2014 weredirectly emailed to customer’s email but clarified to her that information hadbeen attached them to the initial complaint.§ On 9/15 April of 2015 was sent to customer viaemail.§ 9/17 May and June 2015 were sent via email. § On 09/19 Customer Service Manager/ DanielleJackson emailed customer with status and providing availability. On 09/21customer acknowledged communication with no further questions at the time. As the customer has stated the documentation has taken muchlonger than expected. We acknowledge this and realize that this has not madefor a good customer experience. Any shipping discrepancies that the customer has expressedconcerns about we have made sure to review and to verify the refund for her inthe spreadsheets. We made sure to specify it was a shipping charge tohelp keep the document user friendly. I have given this information to the email that is attachedto this complaint. She has confirmed receipt of the documents. Documents from 2012 and 2013 are too far back for ourpayment system to get specific details regarding the refunds like the othertransactions. However, I do have some information from our payment system thatmay be of use: · Card ending in 1806 has a total of 5,737.80 ofrefunds since 2012· Card ending in 9885 has had a total of 10,235.12worth of refunds since 2011.Therefore we have refunded a total of roughly$16,000.00 to the customer in a 4 year period of time on these twoparticular cards. Again, we wanted to take a moment to state that we did in fact fallshort of customer expectations and acknowledge this. Specifically, we didnot set clear expectations on the amount of time the customer’s request forhistoric refund information would take, due to a significant amount of time hadpassed since the date of the charges inquired on. Customer’s request isin general a personal banking control. Our refunds are done and confirmedto the customer at the time of process, either via email or phone call. We hopethe documentation provided can help the customer reconcile her statements toget some clarity about what has been refunded and when.In addition to all the reports processed,we have generated some additional shipping fees refunds on non-defectiveitems. This action was taken uniquely and unequivocally to expressgoodwill to customer. After all the analysis made we can confirm nosystem errors were made. We want to make sure we clarify some existingbusiness rules effective during the time customer purchased, this informationmay assist customer in the interpretation of reports and bank statements: a. Shippingfees and merchandise value are refunded separately for all damaged or defectivemerchandise, regardless of the item value. This means customer would seeone refund for the shipping fees and a separate one for the item value.b. Shippingfees are not refunded on non-defective merchandise items. In these cases,items assessed as quality check OK by our returns department, will still beaccepted as returned, however only item value will be refunded.c. Itemspurchased with a discount coupon will only be refunded for the net paid amount,original price minus discount. Discounts are listed in invoice on separateline. Wesincerely regret the frustration this has caused the customer and assure yousuch experience is not the standard to which we aspire, we can only hopecustomer finds the information and assistance satisfactory.Again I am still available for questions directly at [redacted] or [redacted] Tues-Sat.
Complaint: [redacted]
I am rejecting this response because:1. They said they have "protocols" to notify me when I am being refunded money--completely ignoring the part of my complaint where I say I am NEVER notified by them, only by Paypal, (at least not since they changed their website in 2015.) So obviously their "protocols" are not working. How are they going to fix this? 2. Also ignored was the part of my complaint where I say after an auction win is taken away from me days after I have already paid, I often have later seen the exact same item being auctioned again. Perhaps that was not true with the last 3 cancelled items, but I estimate they have done this to me several times in the 30 or so cancelled orders in the past year. I have actually called customer service a couple of times about this, and I was told I couldn't have the item currently being re-auctioned because "someone has already placed a bid on it." SO apparently it was fine to take it away from me, but they won't take it away the new person who is bidding on it, even though I was prior in time in wining the auction. Again, how are they going to fix this? I want a guarantee that in the future if I see the same item after my winning bid is cancelled, they will pull that auction and send it to me, for the price I originally won it for. Otherwise there is a clear intent to defraud if they won't honor the auction winning bid.
Regards,
Carla Johansen
Liquidation Channel is not associated with the company listed within this email within the customers response. I have spoken with the customer today 7/25 and verified this information with her. All of our emails end with Liquidationchannel.com not liquidation.com. In addition the contact information given to the customer is not our telephone number. I believe there was a misunderstanding. She was very receptive to the feedback. I explained to her the products in question do belong to us[redacted] is a brand that is exclusive to Liquidation Channel. The customer had to leave due to a personal engagement. However, I am going to touch base with her again to find out specifics about the products she is having products with. I have also contacted the customer again and left a voice mail reiterating that liquidation.com is not a company that is associated with Liquidation Channel.
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.
-----Original Message-----From: [redacted] [mailto:[redacted]] Sent: Friday, October 16, 2015 8:06 AMTo: info...
<[email protected]>Subject: id[redacted] I received a phone call last night from LC and they agreed to refund all amount back to my debit cad. I checked the bank this morning and it is posting back to my account. Thank You so much for your help. [redacted]Regards,
[redacted]
The customer was able tor provide an example to me indicating that she felt that she was charged incorrectly for certain auctions. As of today 1/7/2016 I have emailed her correspondence that documents that she was charged the correct price rather than the higher bid as she originally thought. In addition, I have spoken with the customer on 1/6/2016 addressing her questions that she had as well. She has my direct line if she has any additional concerns.
A cancellation has been processed per the customer request at 9:23am CST. I indicated to the customer the funds should return to her account within 3-5 business days because it depends on the financial institutions policies. She indicated she wanted the funds to go back immediately. I did try...
to explain that how quickly the funds go back depends on the financial institution. Unfortunately liquidation channel does not have the ability to make a financial institution process a refund more quickly. However, I have provided documentation showing that the funds have been returned to the account. The customer claimed that we charged her account illegally. I indicated to the customer that when you place an order you give authorization for your card to be charged.She indicated she will check on the refund I indicated to her that I will provide the documentation. The cancellation has been processed per the customers request and the refund was given to the bank today from liquidation channel's end. We apologize for any inconvenience caused. However, we are glad we were able to process the cancellation in time per her request.
I have to contacted the customer today 5/6 at 9:54am CST. I have left a voice mail with her. The product in question is considered returnable and and we will be glad to process a refund for the customer. The customer called on 4/12 and we indicated the return is approved. Afterward an email was sent to the liquidation channel on 4/30 indicating that the customer wanted to return the product. We responded the same day indicating we would be glad to facilitate the return and once the product is received we can process a refund. However, in order for this to be done liquidation channel would have to receive the product back. The voice mail I left with the customer indicates that we will be glad to refund [redacted] item number [redacted] once it is received back at our facility. A return label will be both emailed and sent via regular mail to ensure that she gets it. I have also left my direct extension in the voice mail.
Complaint: [redacted]
I am rejecting this response because:
I have been contacting the liquidation channel for more than two months regarding errors in their deliveries. For Instance :: When I receive a package that should contain 4 items according to the paperwork inside, and there is only 3 items inside. Or the items are not the same as the items on the paperwork. Every time, I am accepting the credit and they are looking for the correct item and it is inevitably sold out. Every time. I don't want a refund - I want the item that I ordered. Anyways - I have been repeatedly having these problems and asking about what is happening over there since the first of the year? But no one has called me to address any of these issues. Only now am I getting any responses at all. On their response they say they that they called me today twice? I told them they I was not going to be in this afternoon and they would have to call tomorrow. But again they did not listen.And in in regard to the phone calls,, I have been waiting for a call from a manager named [redacted] for more than 2 weeks. from today - and prior to that I have left messages for management with the Customer Service reps .. To give you an idea of how long this has been going on - the order that they are calling about is from February. I have been trying to get an answer about this order for all this time.. Now they are trying to deal with that problem only. This is just not acceptable .
[redacted]
The documentation of the refunds has been taking a little longer than expected. We acknowledge this and realize that this can be inconvenient. We also acknowledge that this should have been completed sooner as this has not made for a good customer experience. Our escalation specialist is working...
steadily to gather remaining documentation for the customer to showcase the refunds that we have done. The documentation shows order number, refund date, and refund amount. This should help the customer to be able to reconcile any questions she may have regarding funds back to her account. We appreciate the customer taking time to provide feedback and welcome opportunities to better improve our service. I have also contacted the customer 9/2/2015 and left a message indicating to her that the documentation is being completed.I have attached some of the documentation to this complaint to showcase that it is being worked on. However due to limitations I cannot attach everything. The remaining documentation will be emailed to the customer on the one provided in this complaint for her reference. If there any further concerns of course you can email me at [redacted] or you can call at [redacted].
I attempted to call the customer on 5/20 but was unable to leave a message. On 5/23 we did touch base with one another. I indicated to the customer that we do not do repairs at our facility. However, I have indicated to customer that I am glad to work with her on facilitating returns. We agreed...
to touch base again 5/26. Unable to leave voicemail again. However, just to lay our a resolution we are willing to facilitate returns for the products to assist the customer with her defective rings. I will attempt contact again to get that process going.
A message has been left at the registered telphone number associated with this account. Normally when a product is not considered defective we do not process a refund for shipping. However, in the interest of customer relations a refund has been processed today and should appear on the statement...
within 3-5 business days depending on financial institutions policies. Our shipping policies and prices are located on our website I have included the link for your reference: http://www.liquidationchannel.com/shippingpolicy.html. My direct line is ###-###-#### I will also notate your account with this information as well.
Complaint: [redacted]
I am rejecting this response because:The message that was left for me by phone said a credit was being made to my 'account', which was unspecified.I asked for a refund, i.e. MONEY (since the bill has already been paid by check) and an apology, neither of which was done.
Regards,
[redacted]
We did not receive an initial call about missing orders on 8/26/2014. Orders from June and most of July are too far back for us to investigate with the post office. However, in the interest of reaching a resolution we are willing to process refunds. However, we are requesting the proper shipping...
address is confirmed with us to avoid any errors on future orders. We have established several pieces are coming to us according to the tracking as well. Therefore we can confirm there are packages the customer has not received yet. I have attempted contact on 8/27/14 with my direct contact information. I will try again 8/28/14 in order to present the resolution to her.
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 appreciate all the help that was given to me, especially by [redacted]. I am sorry for the delay in adding a response to my complaint. I have had a family emergency. thank you again for your help with taking care of my concern & going above & beyond.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:Until I can finish reconciling I can not close this yet. Also there will be some items I still will be questioning (2 pages of denied refunds one credit card has notified me of that still needs to be looked at by Liquidation). To be fair to me I need a bit more time on this. After all it has taken them well over a year to get to this point with Revdex.com's help.
Regards,
[redacted]
During the week the customer placed her orders we did experience shipping delays. We apologize for the inconvenience this has caused for the special occasion you made the purchases for. I have refunded 25.00 against Sales order#[redacted] per the customers request in the interest of customer...
relations.
From: [redacted] [mailto:[redacted]] Sent: Friday, May 08, 2015 5:59 PM To: info Subject: Re: Revdex.com - You have a New Message from Revdex.com Regarding Complaint #[redacted] This complaint has not been resolved - no credit was received.
Complaint: [redacted]
I am rejecting this response because: Although I had a wonderful, very great conversation with [redacted] on December 30, I still have not received my promotional items as we agreed. Also as of today I received another email from [redacted] stating that I would not be receiving them.The email states "[redacted], I'm sorry to hear that the replacements have not arrived. Unfortunately, we have run out of our stocks of the gifts, so we are no longer able to ship replacements. We apologize for any inconvenience this may cause. Thank you for shopping with Liquidation Channel, [redacted] Liquidation Channel Customer Service " Would someone please update [redacted] that I still have not received anything in regard to my free gifts...Just an update...Thanks [redacted] Keysville, VA From: [redacted] Sent: Sat 1/10/15 10:55 AM To:[redacted] null © 2015 Microsoft Terms Privacy & cookies Developers English (United States)
Regards,
[redacted]