Things Remembered

This customer has been removed from our mail/email lists per her request [redacted]

From: M [redacted] , Diane [redacted] Date: Wed, Jan 4, at 4:PMSubject: RE: ID [redacted] To: [redacted] We will send a prepaid return label and also refund the customer’s purchase

[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]

This order was refunded on 7/22/

Hello- We apologize for this situation Our clearance merchandise is stocked in our stores and availability is limited Orders for this merchandise placed online are fulfilled through our store locations The merchandise in question was communicated as out of stock from the store that was to complete the order We notified the customer as soon as this information was available to us, and did not get a reply We have apologized and provided a gift voucher to the customer in the amount of the out of stock merchandise, to be use on a future purchase

The customer has contacted us directly and we will provide the refund as requested

Complaint: [redacted] I am rejecting this response because: They are lying in their response to my complaint, I was in fact told to use a bathroom that was three miles down the road I have three witnesses who will attest to that statementI was also told by the same employee that they were in the process of figuring out proper compensation for their guestsThey also did have my contact information on file, I am a rewards member and they had my email address and cell phone number on file from when I booked the roomI was also never offered a refund I was only offered points, and I told them that I felt that the points were insufficient Regards, [redacted]

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

This has been forwarded to our HR department They will follow up with Vanessa

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I have found and attached the confirmation of the receipt of my e-mail from Things Remembered on September 19th Things Remembered has my e-mail address and the questions I had,and they should respond to what I sent them Regards, [redacted]

Hello- We will process a refund for the engraving and 50% of the price of each travel mug

We apologize for this situation The refund was processed in full this am and will settle with our bank at midnight tonight, 3/7/

Revdex.com:At this time, I have not been contacted by Things Remembered regarding complaint ID [redacted] .Sincerely, [redacted] ***

We are sorry about this poor experience We will issue a check this week to refund this purchase.We are sorry that we did not receive any prior communication on this Not that we have been made aware, we will make it right

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]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I just don't want to use Revdex.com to receive some gift vouchers and let other Customers keep suffering because of the malpractices this Business is intoI would like to know from Business that what is their stand on the issue that they have the item but don't want to fulfill as they have increased the prices? This is the scenario which has happened with multiple orders in June where on one side they were saying that the items are unavailable but at the same time similar items were available for sale on their website at a higher priceThis is sheer cheating with Customers Regards, [redacted]

[redacted] Feb (day ago)tomeHello MsS***I wanted to provide a quick update.To begin, all employees are encouraged to Go Paperless to receive electronic W-2s to avoid this frustration for all.The W-was sent to the address as provided, which matches below.Unfortunately, the employee neglected to provide an apartment number so it was returned.We contacted her on Friday, received the apartment number and resent the W-to her.We also provided her with documentation so she could reprint on-line if she desires.Please let me know if you need any other information from me.Thanks,Rebecca M [redacted] Payroll ManagerThings Remembered, Inc[redacted] *** [redacted] All Employees are encouraged to Go Paperless, sign up for Electronic W2s through ADP iPay

Order was placed 4/with a delivery date of 4/ Our system shows that we received one email on 4/28, and phone call, also on 4/28, requesting a refund A refund request form was completed and the refund will settle with our bank tonight at midnight

We are veru sorry for the misinformation We will process a FULL refund which will settle with our bank at midnight tonight, 1/6/

Please be advised of all the pertinent information related to Mr*** *** Case closed. Case Number 98608171Confidential - Internal company document onlyNot for distribution.ReportsCase SearchCreate Executive Review DisputeView DisputesSetup Notification ListView Notification ListPrimary Hotel:PASNJHoliday Inn Hotel and Suites Parsippany- Fairfield, NJRoute EastParsippany, NJ 07054*Please note: Guest Has Member Status.*GUEST INFORMATION ----- Guest ---------- Secondary -----Name:Address:Nicolas ForzaniADAMS WAYJACKSON, NJ 08527-3439Contact Info:Home #:(908) 907-2413E-mail:[email protected] Contact:NoneIHG Rewards Club #:579964248Member CASE INFORMATION Case Number:98608171(Closed)Case Received:Apr 07:PM GMTCase Closed:Apr 11:PM GMT Current Agent:Sanna Smith (2217SSSLC)Method of Contact:Guest Relations Direct Call or TransferAction Taken:ER-Credit Invoice - Service FeeReason for Contact:Utility Outage Issue* Case Management Fee has been charged to PASNJ in the amount of: $USD RESERVATION INFORMATION Confirmation #: Cancellation #: Arrival: Apr 2016Departure: Apr 2016 Booking # 61882537 made on 23Mar2016 OrigDate: 23Mar22:58:58z OrigSrcAgent: 0000/00/PR/WEBWB RWCLB # : Trvl Agnt Acct #: 99801505 Received From : CorpAcct # : Activity Sine=0001 // Initials=AA // Duty-Code=SU // Location=PASNJ // Session-Date=15Apr2016 Sine=0001 // Initials=AA // Duty-Code=SU // Location=PASNJ // Session-Date=15Apr2016 Sine=0000 // Initials=// Duty-Code=PR // Location=WEBWB // Session-Date=23Mar2016 Guest Contact Information Guest Name(s) : *FORZANI/NICOLAS Contact(s) : phone: NONE , home phone: 9089072413/R , email: [email protected] , phone:9089072413 , [Inactive] phone: 11111111 [Removed By: 0001|AA|PASNJ|15Apr2016] Guest Address Information Pri address : FORZANI N // ADAMS WAY // JACKSON NJ 08527-// UNITED STATES Sec address : NICOLAS FORZANI // ADAMS WAY // JACKSON NJ // USA 08527 Agent address : T/E COMMERCE GROUP // FOR TRACKING ONLY // NO COMMISSION DUE // ATLANTA GA 30346 ========================================================== Stay at PASNJ on 15Apr, was CHANGED by PASNJ/SU/AA/on Fri 15Apr21:11:46z . A room(s), night guest stay at PASNJ, room type 'TDBN' from 15Aprthrough 16Apr. The check in rate is $[USD96.00] , with an average rate of $[USD96.00] based on rate category and code GZGRP/RK with children and adults. The extra person charge is $[USD0.00] per person for or more people. This stay was booked under convention group code AL1. Guarantee type is GX information is MC ***, Exp 0717 A FNt noshow penalty applies with grace period [POLICY EFFECTIVE AS OF 15Apr04:PM] Rate Changes: None Changes Include ETA: 1709[0030] ---------------------------------------------------- and was CHANGED by PASNJ/SU/AA/at Fri 15Apr21:11:46z ---------------------------------------------------- Reservation Changes by WEBWB/PR/00/at Wed 23Mar18:58:IATA Number:99801505[99801505]=======================================================...⇄ Guest Changes Tracking: Membership Changes by WEBWB/PR/00/at Wed 23Mar18:58:Membership:579964248/US/PC[n/a]Original Name(s): /NICOLAS/FORZANI By: WEBWB 00/@ Wed 23Mar22:58:58z Original Address(es): FORZANI N/ADAMS WAY/JACKSON NJ 08527-3439/UNITED STATES By: WEBWB 00/@ Wed 23Mar22:58:58z Phone Change: 9089072413 Changed By: PASNJ AA/@ Fri 15Apr21:11:45z Original Phone(s): || HOME/9089072413/R || NONE By: WEBWB 00/@ Wed 23Mar22:58:58z Original Email Address(es): [email protected] By: WEBWB 00/@ Wed 23Mar22:58:58z Original Membership(s): 579964248/US/PC By: WEBWB 00/@ Wed 23Mar22:58:58z CASE NOTES Apr 11:PM GMT (Sanna Smith)Executive Review: Magaly, thank you for the additional information you have providedI understand the water was shut off in the entire areaThis is not something we would hold the hotel responsible forA different coding would be more appropriate in this caseThe coding has been changed and the Case Management Fee creditedPlease allow up to two billing cycles for the credit to appear on the hotel's statement. Thank you again,Executive Review Apr 11:PM GMT (Sanna Smith)Executive Review: Received the following email through the online dispute form: Incoming E-mail from Workflow Status: Handled by an agent Subject: Guru Dispute for Case 98608171 Contact: From: To: [email protected] Cc: Sent on: April 20, 1:04:PM MDT Case #: 98608171 Hotel Code:PASNJ Contact Name: MAGALY BARAHONA MEZA Region: US & Canada Type of Dispute: 1)Case Management Fee Reason for Dispute: 1)Natural Disaster / Mother Nature Dear Executive Review: Hotel's Position: Good Afternoon, There was a main water break in the area, that caused the fire department to shut down the water for 4-hours in our hotelOur general manager Michael Priore alerted IHG of the problem and opened a case #143534 concerning our guestsGiven the circumstances our staff tried their best to alert all of our guests due to check in on 4/15/As our guests were checking in we made them aware of the problem and gave them an option of keeping or cancelling their reservationsWe had called nearby hotels to see who had rooms in case the guest wanted to cancel their reservation. MrForzani's reservation did not have a contact number or email to contact him before check inI personally checked him in and at no point in time did I suggest/recommended going miles away to use the bathroomMr. Forzani and party stated they couldn't go anywhere else to stay, they needed to stay at our hotel due to their function being held in our ballroom. Holiday Inn & Suites is looking for a waive in the fee, the water main break was out of our controlWater was restored at our hotel by 8:00 pm Apr 02:AM GMT (Shena Romero)WebGURU response: Incoming E-mail from Workflow Status: Handled by an agent Subject: GURU Case response to case #98608171 Contact: From: To: [email protected] Cc: Sent on: April 19, 3:44:PM MDT Case #: 98608171 Response From: Magaly Barahona at PASNJ Hello, In response to MrForzani's complaints; I personally checked in MrForzani. Upon his arrival I immediately informed him we had a main water break in the area, therefore the hotel was not going to have water for about 3-hours as it was stated to us by the fire departmentI gave him the option of cancelling his reservation and finding another hotel in the areaHe stated that he had to stay at our hotel because their function was being held in our ballroom. His reservation did not have a phone number, therefore we couldn't advise him before handOur staff called the majority of our arrivals to advise the guest of what was going onUnfortunately not all of our reservation had any contact informationAt no point in time did my colleagues or I suggested any type of compensation or said anything about going three miles away to use the bathroomWe extended a to 2pm check out for this group, the water was back on at 8:00 pm. Apr 10:PM GMT (Heather Maughan)Guest contacted us again regarding their service/quality concern(s) and have advised they are not satisfied with the resolution. After speaking with our office earlier he researched online what 10,points gets him.He feels that 10,points gets him nothing.He does not think the agent took everything into account and the impact this had.Called hotel and spoke with Ryan, Manager on Duty.He explained his General Manager and Assistant General Manager have been working with this guest directly recently.He is not sure what has been done thus far but confirmed they do normally offer a reduction in rate for these type of issues.After speaking with the hotel and advising the guest of this he said he did speak with someone who explained because the outage was out of the hotels control they were not compensating anything.I offered an apology that this happened and explained the hotels actions were appropriate and that our compensation is the most we are able to do at this time.Case closed. Apr 08:PM GMT (Dixie LDavis)Resolution IHG Rewards Club Guest Level: Points: -or- Refund: First offer: $26.88 Second offer: $42.24 Third offer: $76.80Agreed with 10,IHG Rewards Club points. Apr 07:PM GMT (Dixie LDavis)Guest contacted us regarding the following service/quality concern: Stated was at the hotel with a groupStated he checked in and was not advised until after that the hotel didn't have any water.Stated they gave them a bottle of water and apologized.Stated he had to go to his convention that evening without a shower.Stated the hotel had advised they were going to compensate the guests.Stated they were advised to use the bathroom they would have to go three miles to a convenient store.Stated when he went to check he mentioned he was told he would be compensated they declined.I asked if his group leader had gone to the hotel on their behalf and was told there was nothing they could do.Guest's demeanor seemed upset.The impact of this situation was great because.Asked guest what action hotel management has taken to resolve their concernsThe guest advised not spoken.I verified the guest's reservation details and information.I first offered him 4,IHG Rewards Club points which he didn't seem was enough.I then offered 10,IHG Rewards Club points.------------------Guest accepted a sincere apology along with 10,IHG Rewards Club points as a resolution for the situation encountered.As timely resolutions are vital to retain guest patronage, the compensation has been requested and invoiced to PASNJ.Case closed.Case Number 98608171Confidential - Internal company document onlyNot for distribution.ReportsCase SearchCreate Executive Review DisputeView DisputesSetup Notification ListView Notification ListPrimary Hotel:PASNJHoliday Inn Hotel and Suites Parsippany- Fairfield, NJRoute EastParsippany, NJ 07054*Please note: Guest Has Member Status.*GUEST INFORMATION ----- Guest ---------- Secondary -----Name:Address:Nicolas ForzaniADAMS WAYJACKSON, NJ 08527-3439Contact Info:Home #:(908) 907-2413E-mail:[email protected] Contact:NoneIHG Rewards Club #:579964248Member CASE INFORMATION Case Number:98608171(Closed)Case Received:Apr 07:PM GMTCase Closed:Apr 11:PM GMT Current Agent:Sanna Smith (2217SSSLC)Method of Contact:Guest Relations Direct Call or TransferAction Taken:ER-Credit Invoice - Service FeeReason for Contact:Utility Outage Issue* Case Management Fee has been charged to PASNJ in the amount of: $USD RESERVATION INFORMATION Confirmation #: Cancellation #: Arrival: Apr 2016Departure: Apr 2016 Booking # 61882537 made on 23Mar2016 OrigDate: 23Mar22:58:58z OrigSrcAgent: 0000/00/PR/WEBWB RWCLB # : Trvl Agnt Acct #: 99801505 Received From : CorpAcct # : Activity Sine=0001 // Initials=AA // Duty-Code=SU // Location=PASNJ // Session-Date=15Apr2016 Sine=0001 // Initials=AA // Duty-Code=SU // Location=PASNJ // Session-Date=15Apr2016 Sine=0000 // Initials=// Duty-Code=PR // Location=WEBWB // Session-Date=23Mar2016 Guest Contact Information Guest Name(s) : *FORZANI/NICOLAS Contact(s) : phone: NONE , home phone: 9089072413/R , email: [email protected] , phone:9089072413 , [Inactive] phone: 11111111 [Removed By: 0001|AA|PASNJ|15Apr2016] Guest Address Information Pri address : FORZANI N // ADAMS WAY // JACKSON NJ 08527-// UNITED STATES Sec address : NICOLAS FORZANI // ADAMS WAY // JACKSON NJ // USA 08527 Agent address : T/E COMMERCE GROUP // FOR TRACKING ONLY // NO COMMISSION DUE // ATLANTA GA 30346 ========================================================== Stay at PASNJ on 15Apr, was CHANGED by PASNJ/SU/AA/on Fri 15Apr21:11:46z . A room(s), night guest stay at PASNJ, room type 'TDBN' from 15Aprthrough 16Apr. The check in rate is $[USD96.00] , with an average rate of $[USD96.00] based on rate category and code GZGRP/RK with children and adults. The extra person charge is $[USD0.00] per person for or more people. This stay was booked under convention group code AL1. Guarantee type is GX information is MC ***, Exp 0717 A FNt noshow penalty applies with grace period [POLICY EFFECTIVE AS OF 15Apr04:PM] Rate Changes: None Changes Include ETA: 1709[0030] ---------------------------------------------------- and was CHANGED by PASNJ/SU/AA/at Fri 15Apr21:11:46z ---------------------------------------------------- Reservation Changes by WEBWB/PR/00/at Wed 23Mar18:58:IATA Number:99801505[99801505]=======================================================...⇄ Guest Changes Tracking: Membership Changes by WEBWB/PR/00/at Wed 23Mar18:58:Membership:579964248/US/PC[n/a]Original Name(s): /NICOLAS/FORZANI By: WEBWB 00/@ Wed 23Mar22:58:58z Original Address(es): FORZANI N/ADAMS WAY/JACKSON NJ 08527-3439/UNITED STATES By: WEBWB 00/@ Wed 23Mar22:58:58z Phone Change: 9089072413 Changed By: PASNJ AA/@ Fri 15Apr21:11:45z Original Phone(s): || HOME/9089072413/R || NONE By: WEBWB 00/@ Wed 23Mar22:58:58z Original Email Address(es): [email protected] By: WEBWB 00/@ Wed 23Mar22:58:58z Original Membership(s): 579964248/US/PC By: WEBWB 00/@ Wed 23Mar22:58:58z CASE NOTES Apr 11:PM GMT (Sanna Smith)Executive Review: Magaly, thank you for the additional information you have providedI understand the water was shut off in the entire areaThis is not something we would hold the hotel responsible forA different coding would be more appropriate in this caseThe coding has been changed and the Case Management Fee creditedPlease allow up to two billing cycles for the credit to appear on the hotel's statement. Thank you again,Executive Review Apr 11:PM GMT (Sanna Smith)Executive Review: Received the following email through the online dispute form: Incoming E-mail from Workflow Status: Handled by an agent Subject: Guru Dispute for Case 98608171 Contact: From: To: [email protected] Cc: Sent on: April 20, 1:04:PM MDT Case #: 98608171 Hotel Code:PASNJ Contact Name: MAGALY BARAHONA MEZA Region: US & Canada Type of Dispute: 1)Case Management Fee Reason for Dispute: 1)Natural Disaster / Mother Nature Dear Executive Review: Hotel's Position: Good Afternoon, There was a main water break in the area, that caused the fire department to shut down the water for 4-hours in our hotelOur general manager Michael Priore alerted IHG of the problem and opened a case #143534 concerning our guestsGiven the circumstances our staff tried their best to alert all of our guests due to check in on 4/15/As our guests were checking in we made them aware of the problem and gave them an option of keeping or cancelling their reservationsWe had called nearby hotels to see who had rooms in case the guest wanted to cancel their reservation. MrForzani's reservation did not have a contact number or email to contact him before check inI personally checked him in and at no point in time did I suggest/recommended going miles away to use the bathroomMr. Forzani and party stated they couldn't go anywhere else to stay, they needed to stay at our hotel due to their function being held in our ballroom. Holiday Inn & Suites is looking for a waive in the fee, the water main break was out of our controlWater was restored at our hotel by 8:00 pm Apr 02:AM GMT (Shena Romero)WebGURU response: Incoming E-mail from Workflow Status: Handled by an agent Subject: GURU Case response to case #98608171 Contact: From: To: [email protected] Cc: Sent on: April 19, 3:44:PM MDT Case #: 98608171 Response From: Magaly Barahona at PASNJ Hello, In response to MrForzani's complaints; I personally checked in MrForzani. Upon his arrival I immediately informed him we had a main water break in the area, therefore the hotel was not going to have water for about 3-hours as it was stated to us by the fire departmentI gave him the option of cancelling his reservation and finding another hotel in the areaHe stated that he had to stay at our hotel because their function was being held in our ballroom. His reservation did not have a phone number, therefore we couldn't advise him before handOur staff called the majority of our arrivals to advise the guest of what was going onUnfortunately not all of our reservation had any contact informationAt no point in time did my colleagues or I suggested any type of compensation or said anything about going three miles away to use the bathroomWe extended a to 2pm check out for this group, the water was back on at 8:00 pm. Apr 10:PM GMT (Heather Maughan)Guest contacted us again regarding their service/quality concern(s) and have advised they are not satisfied with the resolution. After speaking with our office earlier he researched online what 10,points gets him.He feels that 10,points gets him nothing.He does not think the agent took everything into account and the impact this had.Called hotel and spoke with Ryan, Manager on Duty.He explained his General Manager and Assistant General Manager have been working with this guest directly recently.He is not sure what has been done thus far but confirmed they do normally offer a reduction in rate for these type of issues.After speaking with the hotel and advising the guest of this he said he did speak with someone who explained because the outage was out of the hotels control they were not compensating anything.I offered an apology that this happened and explained the hotels actions were appropriate and that our compensation is the most we are able to do at this time.Case closed. Apr 08:PM GMT (Dixie LDavis)Resolution IHG Rewards Club Guest Level: Points: -or- Refund: First offer: $26.88 Second offer: $42.24 Third offer: $76.80Agreed with 10,IHG Rewards Club points. Apr 07:PM GMT (Dixie LDavis)Guest contacted us regarding the following service/quality concern: Stated was at the hotel with a groupStated he checked in and was not advised until after that the hotel didn't have any water.Stated they gave them a bottle of water and apologized.Stated he had to go to his convention that evening without a shower.Stated the hotel had advised they were going to compensate the guests.Stated they were advised to use the bathroom they would have to go three miles to a convenient store.Stated when he went to check he mentioned he was told he would be compensated they declined.I asked if his group leader had gone to the hotel on their behalf and was told there was nothing they could do.Guest's demeanor seemed upset.The impact of this situation was great because.Asked guest what action hotel management has taken to resolve their concernsThe guest advised not spoken.I verified the guest's reservation details and information.I first offered him 4,IHG Rewards Club points which he didn't seem was enough.I then offered 10,IHG Rewards Club points.------------------Guest accepted a sincere apology along with 10,IHG Rewards Club points as a resolution for the situation encountered.As timely resolutions are vital to retain guest patronage, the compensation has been requested and invoiced to PASNJ.Case closed