Smart Living Company

The consumer will need to contact *** *** at ###-###-#### Monday - Friday from 6:00AM to 2:30PM Pacific Standard Time to discuss the matter in detail

We ask the member to call so that the conversation is recordedThat way there is no way that anything can be misinterpretedWe are willing to work with the member and again we ask that the member call Smart Living Companies Escalation Manager *** *** at ###-###-#### Monday - Fridayfrom 6:00AM to 2:30PM Pacific Standard Time to discuss the matter in detail

Smart Living companies Escalation Manager tried contacting Mrs *** by phone as well as by email on 01/12/with no successAttached is a copy of the email sentUnfortunately a voice-mail wasn't able to be leftWe also show that Mrs *** called and left a message with the Escalations Manager on 01/22/We do understand Mrs *** is requesting for a full refund for her website and gift cards purchased etc, however we do need to speak with Mrs *** regarding this matterWe will attempt to contact Mrs *** againMrs *** may also contact Fairelynn Villa Smart Living Companies Escalation Manager at *** *** *** Monday - Friday from 6:am to 2:pm PSTWe look forward to resolving this matter

We deeply apologize for the issues encountered and look forward to rectifying the situation as quickly as we canWe initiated our warehouse move last year and intended to launch our new warehouse in August, latest early SeptemberWe planned it that way to leave enough time for our
team to de-bug, learn, and optimize the new systemHowever, our team sustained a series of external challenges beyond our control These issues caused a significant back log as well as longer hold times that are diligently being worked onMrs *** has been working with one of our Senior representatives and to date Mrs ***'s orders have been sent out or deletedThe warehouse is just about caught up and orders are going out a lot quicker than beforeWe will reach out to Mrs *** to go over her complaint in detail and Mrs *** may also contact Fairelynn Villa Monday through Friday from 6:00am to 3:00pm PST if needed

I am rejecting this response because:I had a huge amount of problems from this company recentlySeveral ordes I had placed for customers got cancelled without notifying me resulting in those customers leaving me negative feedback and almost getting me suspended from Amazon (where I sell this merchandise)I also had ordered a very large order, and two huge boxes got lostThe company did not believe me and even told me so!!! Then when I made a list of the items I did not receive, they still gave me trouble claiming I was lyingThey ended up not replacing a few items I had ordered (which I saw were still in stock) telling me they didn't have themYes, they didThey had just raised the price and did not want to sell them to me for the sale price at which I had previously ordered themThe man that was assisting me with this problem was downright rudeAnd he made several mistakesI had to be the one to correct him and convince him I was rightThis experience was a nightmareI was not treated with respect at allI was made to feel like the company did not trust me, and I have been a good customer of theirs for yearsI was told quite rudely that I could not have both a refund and the merchandise when I had received neither oneI finally was able to show the man assisting me where he had made his mistake, but I got no apologyI finally sent copies of my correspondence to an escalations manager that had helped me in the past - Fairlayne VillaShe is the only employee that has always treated me fairlyHowever, I did not hear from her until I already had most of the issues resolvedI am very reluctant to continue using this company, as I am worried of encountering more problems if I doEver since they changed from Specialty Merchandising Company (SMC) to Smart Living Company (SML) I have had numerous problemsThey recently built a new warehouse which further added to their mistakesI am still upset that I was treated so rudely and made to feel like they didn't believe meI had to argue many times to convince them to give me credit for the merchandise they did not send (UPS clearly showed these packages never got shipped).
I have no trust in this company any longer
Regards,
*** ***

As a company, we have encountered some hurdles in the last few months. These are growing pains that have unfortunately resulted in some unforeseen shipping and packing delays, which of course as a thriving business, weren't intentional or planned. After reviewing the rejection we want to point out that everything Mrs [redacted] has mentioned was gone over by the companies escalations manager, her VIP account rep and member services. We do take responsibility for what happened and doing what we can to make it 100% Mrs [redacted]s account rep increased her line of credit due to the issues caused. Mrs [redacted] will also be getting credit applied to her account as promised. Furthermore it was explained to Mrs [redacted] by her account rep that since her concerns were being addressed and already being looked into that the Escalations manager was not going follow up directly with her. This was so that other members with the same issues can be taken care of that don't have access to their own account representative.The warehouse and shipping issues the last few months have been a challenge for the whole Smart Living Company staff and we have posted as much information as we could -- we didn't want to over promise or say too much in case another glitch presented itself. Our shipping time is getting better every day and just this week in fact orders have been going out within 1 - 2 days with some exceptions of course. The escalations manager will contact Mrs [redacted] next week as requested and originally promised.

Per our investigation the member is not entitled to credit she has not physically paid out of pocket for. There was a glitch in the new website that had allowed Mrs. [redacted] to add gift cards to her shopping cart and purchase at no cost. This process also allowed credit to be put on her account in...

error. Once we caught this the credit was reversed; however during this transaction  Mrs [redacted] tried to process another order requesting more gift cards and merchandise that was captured as well. Mrs [redacted] contacted us via email (live chat) regarding the orders placed and was asked to be contacted by phone to discuss the matter. Mrs [redacted] was contacted by a representative from Smart Living Co and explained in detail what had happened. During the conversation the representative had the correct amount of credit applied back to Mrs [redacted]'s account. After Mrs [redacted]  understood what had happened and that it was a system glitch she felt that she should still be given the credit being that it was not her fault. We will not be issuing credit to Mrs [redacted]'s account on the simple basis that it was a system error.  Smart Living Company will contact Mrs [redacted] to discuss the matter
in further detail. Member may also contact Fairelynn Villa at ###-###-####
Monday - Friday from 6:00AM to 2:30PM Pacific Standard Time.

Signed up for company in hopes I'd be able to find something since I am really sick. Twice I got called by [redacted]. Rude both times on phone since I'm not ready to do anything at this time under doctor care and illness (rare) makes life very hard for me. For this [redacted]to tell me "All you'd be doing is sitting on your butt". Asked what conditions I have which puts me on the spot. I don't know this person. Very unprofessional and I'd be very cautious because the first time he called he made me feel I was putting [redacted]out for me going to ride bikes with my kids when he called and I couldn't talk. Discusting!!!!!

Today we reached out to Mrs [redacted] and went over the issues she encountered during our warehouse transition as well as any questions she had. We were able to compensate Mrs [redacted] for the issues caused, however we are not able to contact E bay on her behalf. We have tried reaching out with no success. E bay has their rules and regulations that each E bay seller has to abide by. One being that the product sold is to be in the sellers possession as told by an E bay representative. Yes there are a lot of sellers that do not have the product in hand and unfortunately take a risk of running into issues just like this one. As of now the warehouse has improved tremendously and orders are going out within the 1 to 2 business days. With that said we recommended that Mrs [redacted] try to appeal the decision and seek other online sites to sale on as well. On the upside it gives her the chance to expand her business. We deeply appreciate Mrs [redacted]'s business and understanding. No further action is needed at this time a resolution was agreed upon.

The members complaint was reviewed and per our findings Mrs S[redacted]'s website was shut down due to a balance owed for back hosting fee's totaling $383.02 When Mrs S[redacted] was sold the website it was explained to her that the purchase is non refundable and that there is a 29.95 monthly hosting fee that...

come out thd 2nd of every month. Her domain name expired as well for this reason. A representative from EMC left a message for the member regarding this matter on 02/20/14. As for the 200.00 made the member sets up a merchant account i.e PayPal and that is how they get paid. She would have had to contact the Co that they had set up to take payments. The consumer can contact Fairelynn Villa at ###-###-#### Monday - Friday from 6:00AM to 2:30PM Pacific Standard Time to discuss the matter further;  however we will not be issuing any refund based off the information we have provided.

First and foremost Smart Living Company would like to extend our deepest apologies for any inconvenience this has caused and will do what we can to assist Mrs [redacted]n in resolving her issues. During our warehouse move we experienced a series of...

external challengesbeyond our control. These issues have caused a backlog with the orders placed from November to present. Mrs [redacted]n’s orders are a part of that backlog. A message was left on January 6, 2015 for Mrs [redacted]n to contact our Escalations Manager directly regarding the matter. We need to go over the invoices noted in the complaint as some show shipped, missing a number or the invoice isnt showing up at all. Member may also contact [redacted] at ###-###-#### Monday - Friday from 6:00AM to 2:30PM Pacific Standard Time.

Per the notes on this consumers account a request was filed on 05/21/2014 to refund the amount of 119.95 which was processed on  05/23/2014.  They were notified of this on 05/21/2014. No further action had been taken since all was resolved.

The consumer will need to contact [redacted] at ###-###-#### Monday
- Friday from 6:00 AM to 2:30 PM Pacific Standard Time to resolve this matter.

I believe it was still false advertising.   I thought it was to promote sales and I told people that I would give the a certain amount gift card for purchase.  I now have to let them process the purchase as I stated because I said I would.  The website advertised the gift cards for 0.00, sent the gift cards and issued the credit.  Then they removed the credit.  If I had a online business and I advertised this and it was purchased I would be responsible to stand behind what I advertised.
Thank you,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 9973541
I am rejecting this response because:
Regards,
[redacted]

great company I been successful so far so good love having my own business that's how good in doing... love you guys. (thanks for making my life easier ) fun fun fun...

First we would like to extend our deepest apologies for any frustrations and or inconvenience this has caused. Again we know this has been a very frustrating few weeks and there are still some bumps ahead; however we are pulling double-shifts and working weekends to get through this....

We did advise members to extended handling times if they were keeping their items listed on eBay, Amazon or other time-sensitive marketplaces because the risk of getting negative feedback as well as a declined seller status. Some members put their stores on vacation to avoid these issues. Per our notes Mrs [redacted] has been working with her business coach diligently regarding this matter, but rest assured each one of us is doing our absolute best. Tracking #’s will be provided for orders that shipped as soon as they’re available, but keep in mind some orders may have inventory issues and may be cancelled. If that is the case then Mrs [redacted] will be reimbursed for those orders. Smart Living Companies Escalation manager will contact Mrs [redacted] to discuss the matter in further detail if needed. She may also contact [redacted]a at ###-###-#### Monday - Friday from 6:00AM to 2:30PM Pacific Standard Time.

Terrible lights failed in 1st couple months and It should not take 4 months to get a refund on a warrantied product. Feels like I'm getting the run around to avoid paying. Very disappointing

We are always eager to meet the expectations of our members, but unfortunately cannot act on such a vague complaint, Members of our Co. buy merchandise at a wholesale cost to sell it for whatever they want and are not employed buy us. Funds we collect are for merchandise purchased and or...

membership fees. We are trying to contact Mr. [redacted] directly to go over the complaint and get further information.  Mr. [redacted] may contact Smart Living Co. Escalation manager [redacted] at ### ### #### as well. We do look forward to resolving this matter

As stated By the Business. 
 
We are very sorry to hear that the...

Customer has been having issues canceling his membership with Smart Living Company and are more than happy to assist with the cancelation process or with further assistance in getting his business started. It is difficult however to understand how this complaint is being lodged now being that the Customer’s membership started back in December of 2014, and this is the first our Company has heard that the Customer was unsatisfied or having issues. Again we are sorry to lose the Customer as a member; however there was no indication during his membership that he experienced any issues that would warrant a refund. We have made sure that no further payments will be withdrawn as well as had out business coach reach out to see if any assistance could be offered. The Customer can also reach our escalations Manager if needed at ###-###-#### Monday – Friday from 7:00am to 4:00pm PST. [redacted] ESCALATIONS MANAGER SMART LIVING COMPANY | EMERCHANTCLUB LLC [redacted]@smartlivingcompany.com

First we would like to apologize for the inconvenience and frustrations this has caused. We know it’s not easy to deal with these challenges, but rest assured each one of us is doing our absolute best. Here is the latest information on our shipping times. Please keep in...

mind this information is based on if there are no issues with the order. Some orders may have inventory issues and may be cancelled - we apologize in advance if this happens to your orders and will do whatever we can to rectify the situation. Smaller orders are going out within 2 - 5 days and larger orders are taking up to 5 - 8 days.  Again this is if there are no issues with the order itself. We want to thank you for your patience and understanding. We know it has been a very frustrating time and there are still some bumps ahead. We are pulling double-shifts and working weekends to get through this. Please use extended handling times if you are keeping your items listed on eBay, Amazon or other time-sensitive marketplaces. We do NOT want you getting negative feedback and risking your seller status. It's not worth it. Smart Living Company will contact the member to discuss the matter in further detail. Member may also contact Fairelynn Villa at ###-###-#### Monday - Friday from 6:00AM to 2:30PM Pacific Standard Time. We sincerely appreciate your business.