Think Geek, Inc.

Hi ***,I am so sorry that we seemed to have failed you on
every level! In regards to not responding to your emails, and the long wait
times, we had some staffing issues due to the inclement weather, so we
unfortunately ended up with a large backlog from which we are
still trying to
recover.
I pulled up the order to investigate the issue, and it does appear
there was a problem with the package leaving the carrier's sort facility. I've
opened an investigation with *** to find out what happened with your order. I'm
glad the package did ultimately make it to you, however I am sorry that one of
the items from the order was missing. I’ve issued a refund for
the value of the product and a $gift card as an apology (ID ***) for
this less than ideal situation.If there is anything else I
can do to make this right for you, please don't hesitate to askAgain, I
apologize for this major inconvenience and hope you have an otherwise great
dayEva E***Customer Service
Manager

[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,
*** ***

Hello ***I am incredibly sorry for the issues you had when trying to check out! I researched your order and payment history Our records indicate the billing address entered on the order does not match the billing address that your financial institution (bank)
has on file for the cardFor this reason, our verification system wouldn't permit the order to be finalized. Despite what the agent told you, this order never made it to completion ThinkGeek does not charge your credit or debit card until an order is actually shipped outThe amount in question is a pending transaction hold, pulled aside while your card was in the authorization process. These holds typically drop on their own within business days, however I have manually released the holds on your to try to speed along the process. If you still haven't seen the holds drop by tomorrow, please give me the name and fax number of your bank, and I can send a Release Purchase Authorization Request. I have issued a $gift certificate (ID ***) as an apology for this frustrating experience. I have also marked you as verified in our system, so you should have no further issues checking out, if you are still intersted. I hope you will give us another chance in the future to provide you with geeky loot.If there is anything else I can do to make this right for you, please don't hesitate to ask. Happy holidays!Eva E***Customer Service Manager

Hi ***.I am very sorry for the difficulties you had placing an order through our website. Though there are multiple opportunities to update your shipping address during the checkout process, I can understand the frustration of knowing that you paid for an order that you cannot
retrieve. We do our best to create a stellar shopping experience for our customers, and it makes us sad pandas if one of our customers walks away unhappy. Since we love you, and want you to get your stuff, I have refunded your order in full. During your interaction with our Customer Care Department, you were issued a $gift card. Please feel free to keep that and redeem it towards your next order with us. Next time, just make sure you check the shipping address before you hit the "Place Order" button.If there is anything else I can do to make this right for you, please don't hesitate to ask.Regards,*** ***Customer Service Manager

Hi ***,
Thank you for contacting ThinkGeek! I am very sorry that you have not yet received your package and that you have not been able to get this resolved Customer satisfaction is very important to us and we are sorry that we failed to meet your
expectations The wait times this year have been completely unacceptable and I understand how frustrating this experience has been We are committed to learning from this and making it up to all of our customers.
The tracking information associated with your order states that US Postal Service was unable to deliver the package as addressedAccording to USPS, your address is not recognized as an address serviced by USPS and because of this, the package has been deemed undeliverableWe are unable to intercept or resend packages returned as undeliverableA refund of the purchase price has been issued back to your credit cardYou should see the refund reflected on your statement within business daysI apologize for any inconvenience this causes youIf you have any other issues or concerns, please do not hesitate to contact usBrisbane B***
Operations Specialist

Hi ***.I sincerely apologize for your package was lost, and that you had such a hard time getting through to our Customer Care Team. Customer satisfaction is very important to us and we are sorry that we failed to meet your expectations. There is absolutely no excuse for what
happened to you, and if I were in your shoes, I would be livid. In regards to not being able to get through to us, we have had higher than anticipated contact volume, and we have unfortunately not been able to keep up. I understand your frustration! I looked into your issue and see that you were finally able to reach an agent and get the money refunded for your lost package. I'm sorry we were unable to fulfill your order. I'm issuing a $gift certificate, so when we do get more inventory, you can have it complimentary If there is anything else I can do to make this right for you, please don't hesitate to ask. Happy holidays! Eva E***Customer Service Manager

Hi ***.I am incredibly sorry for the service you received from our Customer Care Agents. Customer satisfaction is very important to us and we are sorry that we failed to meet your expectations. Though there is really no excuse for this interaction, we ramp up staffing very
quickly to support our increased contact volume during the holiday season. Due to this, we have a lot of new agents on the floor, which can result in less than stellar interactions, like the one you had. We will be sure to coach the agent in question on how this should have been handled.I have issued a full refund to your card, and arranged for the original order to be returned to our warehouse. I have also refunded the shipping on your second order as an apology for the delay. I hope you will give us another chance in the future to provide you with geeky loot.If there is anything else I can do to make this right for you, please don't hesitate to askRegards,Eva E***Customer Service Manager

I am so sorry for the difficulties you had with our services I have requested that we have this information stated on our website We have changed this process recently since it was very difficult to cancel orders after they went to the warehouse for processing Can we offer you a
Gift Certificate for $for your trouble?
Thank you,
Heather
Operations Manager

Hi ***,
Thank you for contacting ThinkGeekI am very sorry for this frustrating experience! Unfortunately, we are facing a large backlog of contacts from the holidays and we are working around the clock to clear as quickly as possibleCustomer satisfaction is very
important to us and we are sorry that we failed to meet your expectations The wait times this year have been completely unacceptable and I understand how frustrating this experience has been We are committed to learning from this and making it up to all of our customers.
At this time, I have confirmed that the Original Set of the Star Wars Family Decals is currently out of stockI would be happy to set up a complimentary return for youI was not able to find your order number with any of your information nor was I able to find the chat transcript with the order numberIf you could please provide me with your order number or the email address used at checkout, I can get this set up for youI apologize for the inconvenience this causes youBrisbane B***
Operations Specialist

Hi,I'm sorry to hear you had issues ordering from Thinkgeek I would like to inform you that I have reversed the entire authorization charge on your order It should no longer show as a charge on your account I do want to explain why the credit card got rejected It
seems that only your zip code is a match from the billing information you put into the order to the billing on your credit card You may want to check this for future ordersThank you,
Heather
Operations Manager

Hi ***,
Thank you for contacting ThinkGeekI'm incredibly sorry for the service you received from our Customer Care Agent Customer satisfaction is very important to us and we are sorry that we failed to meet your expectations Though there is really no
excuse for this interaction, we ramp up staffing very quickly to support our increased contact volume during the holiday season Due to this, we have a lot of new agents on the floor, which can result in less than stellar interactions, like the one you had We will be sure to address this with the agent in questionWe are also sorry that your order never made it to youWe see that your issue has already been addressed and a full refund of $was issued back to your credit card on December If you have not received the refund or need further assistance, please let us knowBrisbane B***
Operations Specialist

Hi ***,
Thank you for contacting ThinkGeekI am very sorry for the frustration we have caused you! After looking into your order, I see that our Customer Service Manager, Eva, has issued a replacement as well as a $ThinkGeek gift certificateIf you have any issues
with your replacement order or the gift certificate you received, please do not hesitate to contact usI hope you have a nice dayBrisbane B***
Operations Specialist

Hi ***.I am so incredibly sorry for the issues you had attempting to get your prize! You should be celebrating and happy when you win a prize from ThinkGeek, not frustrated and angry. We had a transition of responsibilities within the company, and I think the responsibility
for who was supposed to reach out to you was lost somewhere in the mix. I reached out to our Social Media Team, and they state they have been in contact with you regarding this issue. If this is not the case, please let me know right away and I will look into this further. Again, my sincere apologies and I hope you were able to finally receive your well-deserved prize!Regards,Eva E***Customer Service Manager

Hi ***,We are so sorry your order still has not reached
you and that the agent was unable to assist you! Customer satisfaction is very
important to us and we are sorry that we failed to meet your
expectationsI pulled
up the order to investigate, and it does appear there was a
problem with the package leaving the carrier's sort facility (the status update
is not showing any updated or recent activity). I've opened an investigation,
but the results will not be back in time for Christmas, and I want to get this
resolved immediately. The good news is that we do still have
stock, so we have issued a replacement order, #*** via expedited shipping
since you have already been waiting for your orderWe have also issued you a
$apology gift card (ID ***) for this less than ideal
situation. If there is anything else we can do to make this
right for you please don't hesitate to ask!
Eva E***Customer Service
Manager

Hi ***,
Since your original complaint was filed, a note has been added to all of our email communication stating there may be exclusions to our discountsAs always, these exclusions will be noted directly on the product page. Unfortunately, we are unable to price adjust the item in question since it is excluded from all sitewide promotionsA $ThinkGeek gift certificate was issued on August as an apology for any confusion that was caused and to help offset the price of the itemAfter looking at the item you wished to purchase, a 20% discount would equate to $I have issued a second $gift certificateThe sum of the two gift certificates will equal a 20% discount on the item you wished to purchaseMultiple gift certificates can be used on one order and expire after years
Once again, we apologize for any confusion we may have causedWe hope to have the chance to serve you in the future
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Brisbane B***Operations Specialist & Resident TeenybopperE: *** THINKGEEKJoin in. Geek Out. www.thinkgeek.com

Hi ***.We are sorry for any confusion about the limitations of our promotion. The promotional details are available on the website, but you are correct in pointing out that we do not have information on the email regarding the details. We have taken your comments into
consideration, and as a result we will be updating future promotional emails to include a disclaimer regarding any restrictions. Thank you for taking the time to reach out to us regarding this issue. We rely on our customers to help make us better and we greatly value your feedback.Regards,ThinkGeek Customer Service

Hi ***,
Similar to retailer specific gift cards (not generic *** or *** gift cards) sold at brick-and-mortar stores at the mall, our ThinkGeek e-gift certificates are non-refundable, as stated on the product pageBecause this information is available on the product page, we, regrettably, cannot issue a refund of this itemWe apologize for any inconvenience this causes you.
Brisbane B***
Operations Specialist

Hi ***,
Thank you for contacting ThinkGeekI apologize for any inconvenience we have caused youYour original order was cancelled due to an update of information in our systemUnfortunately, our fulfillment center did not catch this and they incorrectly cancelled
your orderWhen you had contacted us regarding your second order, the agent should have issued a price adjustment for you and I am very sorry that they did notWhen you had requested to return the product, they should have provided you with return instructions and our warehouse would have issued the correct refund once the return was processedThough there is really no excuse for this interaction, we ramp up staffing very quickly to support our increased contact volume during the holiday season Due to this, we have a lot of new agents on the floor, which can result in less than stellar interactions, like the one you had We will be sure to address this with the agent in questionI have issued a refund of the $paid in sales tax on your orderYou should see the refund on your *** account shortlyIf there is anything else we can do for you, please let us knowBrisbane B***
Operations Specialist

From: *** *** Date: Fri, Dec 16, at 1:AMSubject:
Complaint ID: ***To: ***Complaint ID: ***After making an offer that I rejected, the business in question has refunded my money in total This is my desired outcome and I am satisfied with this resolution Please consider this matter resolved and thank you so much for your help.With appreciation,*** ***

Hi,I am sorry you feel that this was a fraud charge I have attached both our order and the confirmation of shipping the item to you with cconfirmation of deliveryPlease let me know if you need anything else If you wish to return the product, you can do
so for a refundThank you,
Heather