Smart Living Company

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10517464, and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: 10648931
I am rejecting this response because:
I did, in fact, make numerous attempts to cancel the month-by-month membership, the earliest attempt of which was made in January, 2015. The agent I dealt with on all of these occasions, Joshua Brill, was always giving me some or other ck-and-bull reason as to why I could not cancel my membership. Several times I attempted calling at the end of the month requesting to cancel my membership, and each time, Joshua gave me this, that, or other reason why my membership could not be cancelled. Because of this, I feel I am entitled to be refunded every cent you ever took, and I will not be satisfied otherwise. If necessary, I will take this matter to the Attorney General.
Regards,
G[redacted]

Please accept our sincere apologies while we investigate this incident. We are always eager to meet the expectations of our cus[redacted]ers. Since the complaint was filed Mr [redacted] was contacted by [redacted] our companies escalations manager to go over the details of his issues and...

concerns. We will be reviewing the calls that took place and have a zero tolerance level for any type of disrespectful behavior coming from our employees. Rest assure that matter will be handled accordingly. Mr [redacted] has also been contacted; however was unreachable by one of our E Merchant supervisor's to go over anything else that might have been missed. We look forward to continuing a long lasting business relationship with Mr [redacted] and feel his concerns are being addressed.

Complaint: 11467871
I am rejecting this response because: I canceled this order immediately, you had not sent out the package before I called, the man I talked to said just wait until I receive the package, look it over and see what I think, I want a refund credited back to my account. 
B[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10374084, and find that this resolution is satisfactory to me. 
I am looking forward for Smart Living Company to follow through on the resolution offered that is  stated on the business' response, and for its continued effort to work hard to resolve the issues in the warehouse, not only with regards to the delayed shipping, but as well as to resolve issues on shipping wrong item/s or merchandise , incomplete quantity.  incorrect labels of inventories,  and incorrect inventory update.
Thank you so much!
Regards,
[redacted]

It’s unfortunate that Ms.[redacted] is not getting the results that she wants from her online business. Web marketing is a great opportunity and when used correctly can be very profitable, but an online business is like any other type of business in that the owner must put time and effort into marketing and “getting the word out” to see profitable results. Websites do not market themselves, people do. Ms. [redacted] was a member of Smart Living Company (formerly Specialty Merchandise Corporation) for 20 years before purchasing a website with eMerchantClub. In that first 20 years, Ms. [redacted] had $0 in sales but continued to pay yearly membership fees. In 2011, Ms. [redacted] bought a website from eMerchantClub to help her sell these Smart Living Company products online. Her website has been Google verified and has been in full working order since it was built and released to her. This website is just like any other business, whether online or a brick-and-mortar store: it’s the business owner’s duty to make every effort to attract customers and make sales. We have reviewed Ms. [redacted]’s website, which is live and available for viewing at www.waresthegifts.net. We noticed many discrepancies and Ms. [redacted]’s failure to complete basic actions that need to be done daily, weekly and monthly to keep her online business viable and visible. Ms. [redacted] did purchase and complete multiple Advanced Website Training Courses, a paid-for service we provide that gives members one-on-one training with step-by-step instructions and advice on how to work and market web-based businesses. In these courses, Ms. [redacted] was givenvery specific directions on the necessary actions she needed to take to make her website more visible to potential customers, how often she should complete these actions, as well as tips and advice on how to best run her online business. After completion of these courses, Ms. [redacted] was given full access to the training syllabi so that she could review the information as needed, and she also had access to our how-to video library with on-screen step-by-step instructions to guide her. We also provide free technical support to help members like Ms. [redacted] who need assistance making changes or updating their website. According to our detailed records, Ms. [redacted] has only contacted our Technical Support team 3 times in 3 years: Two of the calls were simply to pay missed monthly hosting payments, and the third call, in July 2013, was to request having the link to her training syllabi resent to her. Delving deeper into her account, we also see that Ms. [redacted] has not logged into or accessed her website on a consistent basis, based on what we see she has logged in only once in 2014. Due to this egregious lack of attention, Ms. [redacted]’s website currently displays more than 300 out-of-stock products. Updating products, as she was informed in her training courses, must be done on a weekly basis to ensure that the website displays current, newly added in-stock products for customers to purchase and to remove out of stock products. eMerchantClub is the only web builder with a direct link to Smart Living Company inventory, which means that updating Ms. [redacted]’s website to include the nearly 1,000 new products that Smart living Company has added in 2014 takes a total of 4 clicks of her mouse from her Site Manager. Ms. [redacted] also has no special offers or promotions to encourage shoppers to buy, has not made any changes to her website since 2011, has not added RSS feeds or added any of her own products(she has the ability to add 1,250), updated meta tags, or create any sort of linking programs on her website. All of these are important to Search Engines like Google, Bing, and Yahoo search engines (which we cannot control). Lastly, eMerchantClub gives members access to more than 100 website layouts that they can change any time, as many times as they’d like, to keep their website looking current and attractive. Mr. [redacted]’s website is using a layout that was launched in 2011, even though she has access to the newest 2014 layouts with the latest features that include major updates to the meta tag coding to help sites rank higher in search results. Ms. [redacted] also received in her original purchase 6 doorway pages that she can use to create promotions on her website; she has yet to fill out the simple form for us to build any of these for her. On 7/30/2012 she made an additional purchase of our Basic SEO package, but after sending numerous emails and requests for her to fill out the simple form to inform us which keywords, phrases or content she wished to use for her website, we have yet to receive the completed form.Ms. [redacted] was informed during her purchase verification that all sales are final, because work begins almost immediately on all website purchases. Once the website and these additional features are built, there’s no way to “return” the work. As in all of our recorded verifications, Ms. [redacted] was told, “neither Smart Living Company nor eMerchantClub guarantee sales, web traffic, or profit, and we always recommend using one or more marketing methods along with the website (such as catalog sales, home parties, flea markets, etc.) because web marketing is not magic. A website is just a really important tool in your business toolbox, but the you have to put it to work to achieve success. Do you understand that?” We have voice verification that Ms. [redacted] agreed and understood;  she has been recorded on every purchase she has made.Based on our research into Ms. [redacted]’s online business activity, it’s evident that she has not followed through on the instructions, advice and training she was provided.  Unfortunately, this is having a significant negative effect on her business, and because she is not keeping her website active and updated, the major search engines see her website as “stale” and will not rank the website at all.Due to the work we’ve already performed and because we have continually kept our end of these business transactions by following through to the best of our ability for Ms. [redacted], we are unable to offer a refund. However, we are more than happy to update Ms. [redacted]’s stagnant website to current, 2014 standards and give Ms. [redacted] any additional support she needs. We are also willing to provide additional, one-on-one training sessions with one of our skilled mentors to help Ms. [redacted] market her online business. Furthermore, we are happy to reinstate and extend the SEO package for one year that Ms. [redacted] purchased for her website but never activated, as long as Ms. [redacted] agrees to fill outthe simple form and return it to us. If Ms [redacted] has any questions regading our offers  she can contact [redacted] at [redacted] and or E Merchant at [redacted].

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10518503, and find that this resolution is satisfactory to me. The escalations manager ([redacted]) has compensated me for my trouble and inconvenience. I accept her solution.
Regards,
[redacted]

We would like to extend our deepest apologies for the issues Mrs [redacted] has encountered and look forward to rectifying the situation as quickly as we can. We initiated our warehouse move last year and intended to launch our new warehouse in August, latest early September....

We planned it that way to leave enough time for our team to de-bug, learn, and optimize the new system. However, 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 on. After reviewing Mrs [redacted]‘s account we see all orders were shipped and delivered. We would like the opportunity to speak with Mrs [redacted] to make sure nothing is being missed. Smart Living Company will contact Mrs [redacted] to discuss the matter in detail. Mrs [redacted] may contact Smart Living Companies Escalation Manager as well at [redacted] Monday– Friday from 6:00am to 2.30pm PST.

We would like to thank Mrs G[redacted] for being so patient during these challenging times. The companies Escalation Manager have contacted Mrs G[redacted] regarding her complaint. We have compensated Mrs G[redacted] for the troubles she encountered and will be taking care of her next renewal payment as well. Furthermore we are reviewing the calls and emails between Mrs G[redacted] and our member services team to make sure our representatives are providing our members with top notch service as well as treating each individual with dignity and respect. Action will be taken based on our findings. We are fully aware of the impact this has had on all of our members and are diligently working to improve and restore the business relationship and trust we had prior to our move.  Should Mrs G[redacted] need anything she can contact our escalations manager [redacted] at ### ### ####.

The complaint has been reviewed and based on our findings we feel Mrs. [redacted] in not valid. Per the notes on her account she had not called in to cancel until May 27th 2014 at that time it was explained to her in great detail the changes from SMC to SLC and that she was an active member when...

these changes were taking place. It was also explained to her that she had called in placed orders, asked questions, etc till July of 2012. We will not honor Mrs [redacted]s request for a refund going back to 2005 since she in fact used her membership well past that year. We have however refunded her this years payment as a courtesy and canceled her account as requested.  If Mrs [redacted] should have any questions she can contact [redacted] at ###-###-#### Monday - Friday from 6:00AM to 2:30PM Pacific Standard Time to discuss the matter in detail.

Complaint: 10281460
I am rejecting this response because:
I spoke to Ms. [redacted] on Monday, November 10, 2014 and she stated I was not doing anything on my website and would not be getting a refund. I deny the implications made by her, it is just a ploy to not refund monies I have paid to this company, I have managed this business but I can't make people buy from the site. You have to pay eMerchant Club for assistance with SEO, which is to garner better position on Google, Bing, Yahoo, etc. I am not making any money from this venture, so I can not pay to better position my site. I am sure there is an organization that can help citizens who have been wronged by companies that just refuse to offer refund, please help me. 
Regards,[redacted]

First we would like to apologize for the inconvenience this might have caused. As a company, we have encountered some hurdles in the last few months. These are growing pains that have resulted in some unforeseen shipping and packing issues, which of course as a thriving business, weren't...

intentional or planned. Mr. [redacted] placed his order right height of when these issues had started occurring and unfortunately experienced a shortage. We will definitely be reviewing the calls that took place with the 2 representatives he had spoken to regarding this issue to make sure that our team is not only providing the best service possible, but at the same time following our policy and procedures. We have a zero tolerance for any kind of disrespectful behavior by our team members and take action accordingly. It is our policy to refund the original method of payment for not only our protection, but as well as for the protection of our members. If the payment method used is no longer accessible then the funds get rejected and issued back to us with a letter from the financial institution. At that point we issue a check out. It maybe that Mr. [redacted] didn’t want to wait for that process being that some time had passed from the original call made therefore the representative that he was speaking to advised him to provide that information and we can move forward. Mr. [redacted] was contacted by the SLC’s escalations manager where all the above information was explained. Mr. [redacted] was also told that a physical check will be mailed out as a courtesy due to the time that had passed. That check was processed on 03/20/15. We will be taking care of Mr. [redacted]’s yearly renewal for 2015 as well. We feel that we have taken care of Mr. [redacted]’s issues and concerns and wish him the very best.

First and foremost we would like to extend our sincere apologies to Mrs [redacted] for the issues she has endured during ourwarehouse transition. Mrs [redacted] has a VIP representative that she works directly with and who has been keeping Mrs [redacted] as up to date as possible with the...

orders she has pending. The shipping dates that Mrs. [redacted] has mentioned were estimated and unfortunately were subject to change in the event there was an issue with the order and or inventory etc. We asked members to use extended handling times if keeping items listed on eBay, Amazon or other time-sensitive marketplaces. We do NOT want anyone getting negative feedback and risking member’s seller status. Mrs [redacted] is aware that some orders may have issues and would be canceled. Mrs [redacted] has been contacted by the Escalations Manager to go over her orders in question and an agreement to follow up next week has been set as we are seeing more and more progress everyday with back orders being reduced steadily.

Complaint: 10400309
I am rejecting this response because: I have read Smart Living Companies response to my complaint but I do not see any resolve for the damages that were caused to me and my business by them. I understand they are working on fixing their companies technical issues but they have not addressed or helped me with the damages their company has caused to me and my business.  Nor has anyone at SLC reached out to me or contacted me since I opened this case with the Revdex.com.
       Again, I have permanently lost all privileges to sell on eBay because the tracking numbers that were provided to me by SLC were not valid and/or never shipped. I have also lost many of my customers, my business reputation is tarnished and I was left with a loss of over $400 due to their poor business practices/decisions.
       The response that they have shipped out all my orders and are almost caught up is not acceptable. It took on average 2-4 weeks for most of my orders to ship out after orders were placed.  There has to be some resolve that includes some type of compensation for my losses and damages that were caused to me and my company by SLC.
       I cannot accept their response until some type of compensation is made to me and my company for the damages and losses we incurred due to their negligence.  I will accept….
SLC reaching out to eBay on my behalf to reinstate my selling privileges.
Some type of compensation for my losses so that I may rebuild my business again, whether it be merchandise credit or some other form of reimbursement.
I may be contacted at any time at ###-###-#### or ###-###-####
Regards,
[redacted]

Complaint: 9979239
I am rejecting this response because:
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All they have to do is to close the account / membership,then we'll pay off any balance.But NOT interested in continuing with them, as we're unable to acquire any sales (regardless of what we do to get the word out). I also ask that they quit emailing me for more money, until the business is completely closed out.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10525835, and find that this resolution is satisfactory to me.
There are still some things that need to be resolved that have not been, however, I feel that some progress has been made towards resolving not only issues stated in my complaint, but also, those not stated in my case.                                          ...⇄ /> Regards,                                         ...⇄ /> [redacted]

Review: I'm a member and I made a purchase that was advertised as GIFT CARD BUNDLE WEBSITE $90029951-W$0.00 Ordered: 1 Shipped: 1 $0.00. I received the gift cards and the credit on my member account. They have removed the credit because they said the promotion was posted in error. I believe that to be false advertising. I thought they had posted that to encourage members to sale more of their products.Desired Settlement: I would like to receive the credit back for the gift cards they sent from the offer that was advertised.

Business

Response:

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.

Consumer

Response:

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.

Review: My Discover card was charged on four separate occasions for a total of $1,725. I have never been affiliated with this company. The services provided are on-line services for working from home. My daughter is assisting me with this complaint and we are using her address as I do not own a computer. The fraudulent charges are not something I can afford at my age on my fixed income. I am requesting a full refund of all charges.Desired Settlement: Refund all fraudulent charges.

Business

Response:

Smart Living Company will contact the consumer to discuss the matter in further detail. Member may also contact [redacted] at ###-###-#### Monday - Friday from 6:00AM to 2:30PM Pacific Standard Time.

Review: I have several orders pending with Smart Living Company that have not been shipped in weeks. They have hundreds of dollars worth of orders for my customers and have not shipped them. I have made multiple attempts to contact customer service, email addresses I previously received quick responses from, and have not heard back in weeks. My customers are livid and now my company is being greatly effected.This is absolutely out of control and my customers are demanding their product. Why haven't my orders shipped?Why won't anyone answer my communications?How can I trust this company in the future, if they suddenly stop communicating and shipping the product?This is an unacceptable situation. I can provide all order numbers and details upon request.Desired Settlement: I need all of my orders shipped immediately.

Business

Response:

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.

Review: To whom it may concern: This delay on these orders from not being fulfilled is negatively impacting my business as I have numerous customers who are quite upset. The company has taken my money for the product and has not provided tracking information nor shipped the products within time frame that they advertise. I understand there was a warehouse move and a software issue; however, the companies negligence has caused me to have to shut down my business in the holiday season and has caused me to have several complaints filed against me for not providing tracking nor shipping the item.Desired Settlement: I am requesting that the orders be placed and tracking be provided. I paid for these orders, you already have my money, now they need to be shipped. I do not have another day to wait on this. I have orders from October 30th that still have not been resolved.

Business

Response:

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.