The Deal Rack

I’ve never even shopped here and my card was charged for a purchase I didn’t make. I reached out only to find a customer service line that told me to send an email. I have yet to receive a response and I’ve emailed three times. I ended up having to dispute it with my bank.

Much of what was listed in this complaint is correct, however there is one very key element which can explain the discrepancy in refund total amountsThe RA# Refund Authorization Number the customer provided to our returns department was actually assigned to another customer, therefore the information provided was linked to that customers refund instead of this onesThis explains why the returned item and refund amount were different than what the customer was expectingThe [redacted] return label which was provided to this customer had another customers order number, name and shipping address listed This error was not noticed by our returns department at the time the label was issued, nor was it noticed by the customer when it was printed and affixed it to their package containing the merchandise If was only after receiving this complain did our returns department research the return using the original order number and identify the errorOnce this was identified a full refund was issued along with two separate emails to the customer explaining the error along with an apologyWe had asked for confirmation of our refund but to date have not received any correspondence from the customer This customer has been refunded in full which was the desired outcome listed in the original complaintThe refund went back into the customers PayPal account with the following detailsCustomer business name [redacted] , email [redacted] , total refund amount $USD, Unique Transaction ID # [redacted] The customer received a refund notification from [redacted] on Jan 9, at 13:58:EST with all of the same details as listed above I've tried unsuccessfully to contact this customer directly to explain the misunderstanding with this merchandise refund, however the customer has not responded to my emails nor the refund notification

As much as we would really like to accommodate this customers request for a refund we are unable to do so without receiving the returned merchandiseThroughout numerous email communications we've requested information from the customer to assist with locating this merchandise however to date we have yet to receive the address where it was mailed to or any tracking documentation that confirms that it was in deed shipped to usRegrettably without tracking showing that the merchandise was actually returned to us we are unable to process a refund as requested by the customerBest,Customer Service

The customer's dispute is over hats the customer claims to have returned We have not received the hats Despite that, we will be issuing a refund on Friday for the requested amount of $Regarding the phone attendance, we answer the phone and return phone calls If the customer did indeed leave a message, we would have returned the callWe hope this resolution satisfies the customerThank you

I am very disappointed with Sear.com and The Deal RackI have been trying to returns items from a purchase I ordered online through Sears.com Wait we are waiting for response from The Deal RackThis has been going on with both company's for weeksSears.com tells me to "GIVE IT TIME" we are working on getting you a return packing slipTheirs several complaints on this company, but still Sears seal of approval is on there websiteWow Sears

As much as we would really like to accommodate this customers request for a refund we are unable to do so without receiving the returned merchandiseThroughout numerous email communications we've requested information from the customer to assist with locating this merchandise however to date we have yet to receive the address where it was mailed to or any tracking documentation that confirms that it was in deed shipped to us Regrettably without tracking showing that the merchandise was actually returned to us we are unable to process a refund as requested by the customer Best, Customer Service

We apologize for any difficulty in reaching us We are here on the phones Mon-Fri 9:30am - 5:30pm EST We believe this issue may now be resolved with the customer We spoke with the customer yesterday, 10/and also emailed We provided a free [redacted] return shipping label Except for underwear, we accept any and all returns within days of purchase that are new, unworn, and unwashed We will accept and refund the customer's returnIf the customer did not receive the free [redacted] return label and/or has any other concerns, please just call us (###-###-####) Thank you! Jess :-)

The payment for this transaction was issued on June 18, 4:35PM ET almost immediately after our phone conversation informing her that the refund was in deed being processedThe refunded about was a full refund in the amount of $with transaction ID [redacted] This complaint originated from a return for a refund, we issued a prepaid self addressed [redacted] return label to be used for returning the merchandiseHowever the customer did not use our label which had the return authorization number linked to the [redacted] tracking number, instead another shipping service was used which ultimately eliminates the automated functionality which enables us to process refunds in a more timely mannerWhen customers mail merchandise using alternate shipping methods, to addresses other than our cooperate office and do not include the RA# clearly on the outside of the pack, we then need to manually account for the merchandise and then have it forwarded to the appropriate location/department for processingThe small delay in the processing of the refund was quite simply due to the fact that our returns process was not followedHowever once we did confirm receipt, we did issue a full refundThis action was taken and explained to the customer that it would be taken just minutes prior to this complaint being filedBest,The Deal Rack

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

The payment for this transaction was issued on June 18, 4:35PM ET almost immediately after our phone conversation informing her that the refund was in deed being processedThe refunded about was a full refund in the amount of $with transaction ID [redacted] This complaint originated from a return for a refund, we issued a prepaid self addressed [redacted] return label to be used for returning the merchandiseHowever the customer did not use our label which had the return authorization number linked to the [redacted] tracking number, instead another shipping service was used which ultimately eliminates the automated functionality which enables us to process refunds in a more timely mannerWhen customers mail merchandise using alternate shipping methods, to addresses other than our cooperate office and do not include the RA# clearly on the outside of the pack, we then need to manually account for the merchandise and then have it forwarded to the appropriate location/department for processing The small delay in the processing of the refund was quite simply due to the fact that our returns process was not followedHowever once we did confirm receipt, we did issue a full refundThis action was taken and explained to the customer that it would be taken just minutes prior to this complaint being filed Best, The Deal Rack

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] PSThey do not answer their phones According to [redacted] the package was received They did; however, refund my money so I am satisfied

Our return policy is clearly listed on our website as well as printed on the packing
list that was enclosed with the merchandiseThe customer
did not submit a
return request within our accepted time frame therefore her verbal request
during the 8/26/conversation was declinedThe previous communications
referenced by the customer were actual previously submitted return requests by the customer on
past ordersThese requests were submitted through our website within policy therefore
were approved and have since been refundedOur return policy has not changed
since either of those requests were submitted on 4/5/and 6/27/
We regret that the
customer claims we made those crass statements.
We did not. All that said,
despite repeat purchases from this customer that might suggest otherwise, it
appears that we do not offer the return policies and accommodations that this
customer is accustomed to seeking.
Regretfully, this is not a customer that we believe we will be able to
retainThe Deal Rack, LLC

We believe we have resolved the customer's issue We refunded the customer the amount requested and also spoke by phone with the customer to let her know about the refund and see if she had any further concerns Regarding the unanswered voicemail, we do certainly return all voicemails
(and emails), but we were not able to locate this particular voicemail from this customer We're not asserting that she didn't call, just that we did not find the voicemail A number of scenarios are of course possible to explain this (e.gour accidental deletion of the voicemail, voicemail left for another merchant, voicemail left with Sears and not forwarded to us, etc.) On a related note, we answer the phone M-F 9:30am-5:30pm with our toll free number ###-###-#### It is of course possible that a minority of those calls can go to voicemail if all our representatives are with other customers We hope this sets this situation right and provides an explanation regarding the voicemail Thank you

First and foremost we would like to confirm that this customer was fully refunded 1st thing Monday morning via ***, the customers original payment methodThe refund was processed Jun 22, 8:57:AM, refunded amount of $onlineTransaction ID:
"***"
Secondly, there was information that was missed that is clearly posted on our website, www.thedealrack.com regarding our Noon ET same day shipping cutoffThis order was placed on Thursday June 18th, at 2:PM ET more than hours after our cutoffThis order was then not processed until the next business day, Friday June 19th and with *** Next Day Air would not have been delivered until the next business day, Monday June 23rdYes there was an inventory issue which temporarily delayed shipment, although if the customer had wanted the remaining items could have been still been shipped out Friday for a Monday delivery as would have been the case without the inventory mistake.
In conclusion we do regret that this issue has been escalated to a complaint, and that the customer was unhappy with the two customer service representatives that handled the phone callsWe hope that this will serve as the official apology that was requested along with the full 100% refund which has already posted back into their *** account.
Best
The Deal Rack

Stay away!
Will not issue a refund! They acknowledged they received the item, however will not give me a refund

stay away!

The customer's dispute is over hats the customer claims to have returned We have not received the hats Despite that, we will be issuing a refund on Friday for the requested amount of $12.25.Regarding the phone attendance, we answer the phone and return phone calls If the
customer did indeed leave a message, we would have returned the call.We hope this resolution satisfies the customer.Thank you

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
PSThey do not answer their phones According to *** the package was received They did; however, refund my money so I am satisfied

The payment for this transaction was issued on June 18, 2015 4:35PM ET almost immediately after our phone conversation informing her that the refund was in deed being processed. The refunded about was a full refund in the amount of $50.98 with transaction ID [redacted]. This complaint...

originated from a return for a refund, we issued a prepaid self addressed [redacted] return label to be used for returning the merchandise. However the customer did not use our label which had the return authorization number linked to the [redacted] tracking number, instead another shipping service was used which ultimately eliminates the automated functionality which enables us to process refunds in a more timely manner. When customers mail merchandise using alternate shipping methods, to addresses other than our cooperate office and do not include the RA# clearly on the outside of the pack, we then need to manually account for the merchandise and then have it forwarded to the appropriate location/department for processing. The small delay in the processing of the refund was quite simply due to the fact that our returns process was not followed. However once we did confirm receipt, we did issue a full refund. This action was taken and explained to the customer that it would be taken just minutes prior to this complaint being filed. Best,The Deal Rack

First and foremost we would like to confirm that this customer was fully refunded 1st thing Monday morning via [redacted], the customers original payment method. The refund was processed Jun 22, 2015 8:57:52 AM, refunded amount of $135.07 online. Transaction ID: "[redacted]"Secondly, there...

was information that was missed that is clearly posted on our website, www.thedealrack.com regarding our Noon ET same day shipping cutoff. This order was placed on Thursday June 18th, 2015 at 2:18 PM ET more than 2 hours after our cutoff. This order was then not processed until the next business day, Friday June 19th and with [redacted] Next Day Air would not have been delivered until the next business day, Monday June 23rd. Yes there was an inventory issue which temporarily delayed shipment, although if the customer had wanted the remaining items could have been still been shipped out Friday for a Monday delivery as would have been the case without the inventory mistake. In conclusion we do regret that this issue has been escalated to a complaint, and that the customer was unhappy with the two customer service representatives that handled the phone calls. We hope that this will serve as the official apology that was requested along with the full 100% refund which has already posted back into their [redacted] account. BestThe Deal Rack

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