Think Geek, Inc.

Review: I received a gift from Thinkgeek for my [redacted]. The incorrect phone style was picked by my gift giver and I have been trying to exchange my gift for weeks now. They do not answer the phones, do not reply to emails and you have to wait at LEAST a half hour to get on a chat. After all that and weeks of trying there is nothing they can do!!! They said return for refund and I have to pay for shipping. This was a gift!!! how am I responsible for paying for shipping and now cant even get the correct product. Terrible terrible customer service and I don't even know how they are still open for business!!! Very Very disappointed!!Desired Settlement: I would like to exchange my product for the correct one!!!!

Business

Response:

Hi [redacted],I sincerely apologize for this experience! Customer

satisfaction is very important to us and we are sorry that we failed to meet

your expectations. We had some staffing issues due to the inclement weather, so

we unfortunately ended up with a large backlog. The wait times this year have

been completely unacceptable and I understand how frustrating this experience

has been.

Review: I placed an order with them on 11/29 and never received it. I contacted them and they said that they considered the package lost and couldn't fill the order. They said the would refund my [redacted] payment and when I checked, they only refunded the purchase price and not the $6.95 that they charged me for shipping. I got hold of them again and they said they couldn't refund the shipping costs for the package that I never received which is crazy to me. Keep in mind that to speak to anyone there it takes over an hour of hold time too. Terrible business practices.Desired Settlement: Get my shipping costs back.

Business

Response:

Hi [redacted]I am incredibly sorry for the service you received from our Customer Care Agent and for your package being lost! Customer satisfaction is very important to us and we apologize for failing 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, as you were given inaccurate information.I have refunded you credit card for the shipping charges, and I issued a $20 gift certificate (ID [redacted]) as an apology for this frustrating experience. 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[redacted]Customer Service Manager

Review: After ordering my product online I contacted the vendor a couple of hours later (via phone) to update my order with a Promotion offer they sent me, the agent informed me this may not be possible but he would ask his supervisor; after waiting several minutes, the agent came back on the line and said they would not be able to update this order since I had already been charged, I shockingly asked why am I being charged for items that haven’t been shipped? He said the items were scheduled to be shipped that day (which was a lie), I asked to speak to his supervisor and after waiting a long time on the line was told he is busy and could not come to the phone, the agent then stated that he would be able to cancel the order and put a stop on the shipment (another lie) so I could redo my order online with the new promotional offer, I then asked the agent to cancel my initial order and then went online and placed a new order.

I checked back with their site the very next day and to my surprise both orders showed on my account and were listed as processing, I immediately checked my bank statement and noticed that I was billed for both orders, I contacted customer support again only to find out that both orders are still pending and still in process of being shipped, I advised the agent that my initial order should have been cancelled and should not be shipped since it was taken care or yesterday by the previous support agent, they explained that "processing" meant the order was sent to their warehouse so the items could be gathered and shipped out, I then asked if this meant the order was being shipped today? The agent said no, I asked again why I am being charged for items that are NOT ready to be shipped! They did not answer, but they did confirm that the previous order was cancelled but will STILL be shipped and I will STILL be charged, they also said I would have to send back the items and then my account would be refunded. I asked the support agent if I could have an RMA to send back the order, to which they replied that they could not give me one until the order has been shipped. I also asked if I would be reimbursed for sending back the order, they did not reply and it was clear this agent did not care to assist me with this any longer.

It has been 3 days and the items STILL have not been shipped nor have I been refunded for the previous order, this is by far the WORST customer support I have had for a supposedly reputable online site.Desired Settlement: Not to ship previous order and to refund my account immediately.

Business

Response:

Hi [redacted].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 ask. Regards,Eva E[redacted]Customer Service Manager

Consumer

Response:

[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.]

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,

Review: I ordered a specific item and they sent the wrong item.Desired Settlement: I want what I ordered, they sent the wrong item and refuse to fix it.

Business

Response:

Hi [redacted].I'm so sorry for the negative experience you had with our Customer Care Team! I pulled up your account, and it appears as if the correct item was sent out to you in order #[redacted]. I'm hoping that resolved your issue, but if not, please let me know immediately and I will get the correct item sent out to you.As an apology for this experience, I have issued a $10 gift card to your email address. Hopefully you can put it to good use on our site! If there is anything else I can do for you to make this right, please don't hesitate to ask.Regards,Eva E[redacted]ThinkGeek Customer Service Manager

Review: Order Number: [redacted]

SO I had a conversation last night with two live chat technicians and two phone agents about an order not shipping. We ordered this stuff on Sunday with express shipping, so it should have gone out on Monday (As the website notes;"If you select Expedited or Express Shipping before 1pm ET, your order ships the same day.")

My wife and I were assured that our order would be shipped today by three different agents last night. According to the website it has not shipped. I have spent 3 hours waiting on the phone with “an estimated wait time” of between 1 and 45 minutes only to be disconnected from the call center's end of the line; after waiting for 3+ hours yesterday and almost Four hours so far today (7 if you count the live chat sessions). The call center has put me on hold twice in my efforts to speak to someone in a supervisory position and left me hanging. I can only assume this was in the hope that I would give up on the call and go away. There seems to have been no real work on getting this resolved as far as we can tell. I want to know why our order has not shipped, and why we had to wait on hold for almost 12 hours between phone centers and chat agents just to be lied to about it.

I discovered today that three of the items we ordered Sunday are no longer available. No information, notice, or communication was sent from ThinkGeek to us regarding this. We were assured by the Live Chat agent that those items would be removed from the order and everything else would be shipping immediately. This did not occur. As of 5:30PM Eastern Time today, those items had still not made it on to a truck, or even into a box as far as anyone can demonstrate to me. My wife has just been lied to even further by a call center supervisor in the Philippines claiming that it will take another 24 hours to get an e-mail response from the warehouse to her regarding her order. I suspect this will be as illusory as the previous assurances we were given yesterday.

When a customer pays for express shipping, they are usually trying to meet some sort of deadline. There are children going without gifts because of this failure. I am forced to wonder why this sort of thing seems okay to the ThinkGeek operational culture, and how ThinkGeek thinks it can possibly make this right.Desired Settlement: An apology, the refund of all express shipping charges, and the overnight delivery of all ordered merchandise.

Business

Response:

Hi [redacted].I am incredibly sorry that your order was delayed, and that you had such a major problem trying to get a hold of us. We've had unanticipated volume this year, and we have been doing our best to try to get orders out and customer inquires answered. I am also sorry that the agents gave you inaccurate information. 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 agents in question on how this should have been handled.I looked into your situation, and it appears as if the order is out for delivery, so you should receive it today. I have refunded your shipping, and I see that one of our agents issued a $25 gift certificate as an apology for your experience.If there is anything else I can do to make this right for you, please don't hesitate to ask. Happy holidays!Eva E[redacted]Customer Service Manager

Review: I placed an order with Think Geek online. After the purchase I decided I really didn't need the option and seen that had an option for cancellation. ThinkGeek customer service said that they are unable to refund my money because they can only do a refund on an order marked as "New" and said my order was processing. However, on my purchase history page online, my order was marked as new. ThinkGeek keep giving me the run around and told me there is a "15 minute" window in which you can cancel an order, however this was not stated online under their "Policies and Practices" -http://www.thinkgeek.com/help/ordering.shtml#status Think Geek is not abiding by their policies which are stated online, and thus are promoting false advertisement.Desired Settlement: I would like the order to be cancelled and refunded to my bank account.

Business

Response:

Hi [redacted].I'm sorry for any trouble that you had cancelling your order. Our warehouse processes orders very quickly to ensure that we can get orders out to our customers efficiently. Once an order is sent to our warehouse, we cannot guarantee they will be able to catch it before it is loaded onto the truck. From looking at this order, it appears as if the order cancellation was successful and you have been refunded, so I am a little bit puzzled by this complaint. We strive to provide the best care possible to our customers, so please let me know if there is anything else we can do for you!Regards,ThinkGeek Customer Care

Review: I placed an order online on the 28th of November. I checked the order status and said it shipped the 4th of December. On the 10th of December after checking the tracking number it still said "label created", no shipping details yet. I used the customer service online chat to ask about order. The person said the order was lost. I then asked why I had not recieved any communication on the matter and he said nothing. He said he would send it all out again. I told he no I just wanted my refund. He stated he could not do that because it has been sent. And then he came back and said that he can issue a Full refund in 1-3 work days. It is no the 3rd working day and have yet to see anything in bank account, or have zero communications from them regarding the status. I call customer service and I was not going to wait the estimated 170+ minutes on the phone.Desired Settlement: Would like the full refund of purchase price, plus shipping charges that apparently never where needed.

Business

Response:

Hi [redacted],I'm very sorry that your package got lost, and that

the agent failed to refund you! I 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 have issued a full refund to your payment

method, as well as a $20 apology gift card (ID [redacted]) 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! Happy holidays!

Review: Hello, I had ordered a Serenity Serenity 1:400 Scale Desk Model ship replica from the TV show Firefly on October 24th 2014 paid by [redacted] order #[redacted]. When I received the package, which included other items from the same order, I was charged 44.01$cdn from [redacted] for custom duties, fees and taxes according to the commercial invoice stating that there was 144.96$us worth of items. However, before sending my shipment, Thinkgeek went out of stock of the Serenity ship and did not change the commercial invoice to reduce the total amount of 99.99$us which was the price for the ship. So, customs charged me for the Serenity ship when it wasn't in the box. I tried to get reimbursed by customs but I need proof from Thinkgeek that they reimbursed me on my [redacted] for the Serenity ship but they tell me that they do not issue receipts for reimbursements or revised invoices. I have contacted them 4 times and they never understand. They keep thinking I want to get reimbursed again or for the shipping. I have copy pasted three of the four conversations I had with them through live chat since everytime I called, I either could not get through or got hung up. Also twice now their live chat has conveniently disconnected due to inactivity... Last Friday I waited 20 minutes while he was looking in my account and asked him if he was still there, he said yes just a few moments please and then after another 20 minutes got disconnected. Afterwards I chatted with another rep and after over an hour he said him supervisor would send me an email as proof of the reimbursement but I still hadn't gotten anything. Today I chatted with another rep and he was confused and still thought I wanted a refund for the shipping. I got impatient and told them I would liek to call and ask for the supervisor but I never got his or her name. So I told them I would contact the Revdex.com. Didn't get a response and got disconnected.Desired Settlement: I only need proof that I was reimbursed on November 13th 2014 for the amount of 99.99$us for the Serenity ship so I may send it to customs so I can get reimbursed for duties and taxes I paid on an item I did not receive. Customs cannot accept only my [redacted] bill since it does not state for which item or order. I have already received a gift certificate for the shipping and trouble.

Business

Response:

Hi [redacted].I'm incredibly sorry about this. I just sent your commercial invoice in a separate email. Please respond to me there if you need anything else, and I will get you what you need.Regards,Eva E[redacted]Customer Service Manager

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I have sent the documents to the Canadian customs and I hope this will be satisfactory since it doesn't show the reimbursement.

Regards,

Review: I received an email from Thinkgeek that was one of their promotions. The email promotion code is [redacted]. The email clearly says 20% OFF EVERYTHING. No where on the email does it have a asterisk, disclaimer or any other compliance statement to indicate that not "everything" is included. Only when you get to their website does it then tell you to "See details." I expected to go to their site and be able to shop and receive 20% off any item I chose. This was not the case. I contacted them with little success with their chat help. Then I emailed them and received a response off a $15 dollar gift card for my inconvenience. I think their email of the 20% off is deceitful and deceiving. My definition of "Everything" is just that, everything. The email should have included a disclaimer or details before routing me to the website. I have the email and screen grabs of the chat conversation if you need them for review. Thank You.Desired Settlement: I would like them to honor their email offer of 20% off Everything. I would like them to change their email policies to include legal statements, pre-visiting the website.

Business

Response:

Hi [redacted].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

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: This was only a partial response. Although I appreciate your commitment to adding disclaimers to future emails, this however, does not remedy the email in question. Will you or will you not honor the promotion offered Monday, August 16th; "20% OFF EVERYTHING" as read. This email was the equivalent of a coupon printed at home, driving to a store, and only then being told of restrictions. Even though this is an online store, it doesn't excuse the fact that an offer was made which directed people to your store only to find the offer had restrictions. I'm sure I am not the only person that found this dishonest and misleading.

Regards,

Business

Response:

Hi [redacted],

Review: I ordered a product from ThinkGeek, a fleece blanket, on 12 December 2014, which was billed to my credit card on 15 December 2014. The website explicitly stated that any orders received by noon on 12 December 2014 would be guaranteed shipped to Canada by 24 December 2014. The item did not arrive by 24 December 2014. On 08 January 2015 I asked for customer service via [redacted], and I received a response that they would get back to me. They haven't. On 14 January 2015 I sent an email request for customer service, which their website says they will respond to within 24 hours - they have yet to respond to that. On 21 January 2015, I sent an email request for customer service, and they have yet to reply to that. Besides non-shipping my item, ThinkGeek has been unable to fulfill simple customer service requests. The entire process has been infuriating.Desired Settlement: ThinkGeek still owes me $33.22 (USD), and they need much better customer service.

Business

Response:

Hi [redacted],I sincerely apologize for the delay getting back to

your emails. We had some staffing issues due to the inclement weather, so we

unfortunately ended up with a large backlog. Customer satisfaction is very

important to us and we are sorry that we failed to meet your expectations. We

are committed to learning from this and making it up to all of our

customers.

Review: I have placed an order before the holidays in December and received it incomplete. Since December I have been writing a-mails to the company and the response emails stated that they will get back to me in 48 hours each time but no one has responded. Waiting periods for a representative via phone and chat online are over 45 minutes every time, as per their announcements but it never is. Every time the 45 minutes would be up, more time would be added to my waiting time. At this point, I am absolutely disgusted with the way no one has responded to either of my e-mails. By now, it's not even about how significant the items that I have ordered; it's principle. Don't offer something complementary and then not deliver it. It's unprofessional and a misrepresentation.Desired Settlement: I would like to receive the missing items from my order, which are the two packets of batteries. The 6-pack of AA and 6-pack of AA batteries as per order.

Business

Response:

Hi [redacted],I sincerely apologize for the missing batteries

and for severe delay responding to your emails. We had some staffing issues due

to the inclement weather, so we unfortunately ended up with a large

backlog.I've issued an expedited replacement order,

[redacted]. You will receive tracking information for the order as soon as it

gets loaded onto the truck. I have also issued you a $20 apology gift card (ID

[redacted]) 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 ask.

Again, I apologize for this major inconvenience, however I hope you will give us

another chance in the future to provide you with geeky loot.

Review: I made an order to thinkgeek.com. After I made my order I received a promo email for free shipping. My original order was placed less than 12 hours prior. I contacted think geek to apply the shipping discount since my order had not shipped yet or even been filled. They refused to honor the promo, refused to cancel my current order so I could reorder and use the promo, and were completely unhelpful. Then proceeded to give me the advice to order more stuff to use the upcoming promo. Very terrible customer service. I am not happy at all. It only seems fair that I get this promo for shipping since my order has not shipped at the time I contacted them.Desired Settlement: I just want to use my promo offer. That just means free shipping of $6.95. It seems fair to honor their offers, even if it's offered a few hours after I make an order. But it is still relevant to my current order and should be honored.

Business

Response:

Hi [redacted].I am so sorry that the agent gave you inaccurate information! It looks as if we have already resolved this, but please let me know if there is anything else I can do for you.Regards.Eva E[redacted]Customer Service Manager

Consumer

Response:

[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.]

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,

Review: Place multiple orders online due to a great discount. Received cancellation notices from Thinkgeek.com CS, stated cancellation reason as "provided billing address did not match the address credit card has on file"

The truth is there has been nothing wrong with the billing address provided when ordering the product. It is confirmed by checking the order confirmation email and verifying with cc company. There could have been a system glitch in their computer system allowing stacked discount codes. The company failed to disclose the real problem, and blamed customer for their mistake/error.Desired Settlement: Provide apologies to relevant customers and be honest with us in the future. System mistake is understandable, but hiding the truth and giving false claim is not acceptable.

Business

Response:

Dear [redacted],

We apologize for any inconvenience you experienced placing an order with us. Last week, ThinkGeek offered large website discounts and we experienced a very high volume of orders. These promotions were provided intentionally and we honored all of the discounts we offered. We have an order verification system, backed by [redacted], that all orders must pass through before we can fulfill them. In your situation, you were a first time customer and the system detected an unusual purchasing pattern, so it did not fulfill your orders. The email notification that is sent out by the order verification system is generic, so we are sorry if it caused any confusion. When you contacted us, we provided you with a discount code that would mirror the promotions we were offering on our website at your time of purchase. At this time, we have not heard back from you, and we do not show that you have used the code.

Please contact us if you need any help placing your order. Customer Service is available 24 hours a day, 365 days a year.

Regards,

ThinkGeek Customer Service

Review: On May 15th I made 2 orders on the Think Geek website. I received a switched product(NOT THE PRODUCT I ORDERED) in both shipments...obviously much cheaper items were substituted. I had to return the items and was told I would automatically get the correct items sent to me. I have had to send over 12 emails so far to [redacted]. and have still not gotten my orders shipped. He has lied numerous times in his correspondance to me. He stated I would have to keep an eye on the product at first and let Think Geek now when it was in so they could reship my orders....Well I contacted think geek when they were listed in stock before Memorial Day and was told they were gone. For some damn reason I was then issued gift certificates instead of refunds for my items....I contacted [redacted] AGAIN and he said it was his mistake and zeroed them out any my orders would auto ship when the product was back in. Well the product has been in for days and I have had to contact THINK GEEK for the 13th time for these orders. After all this [redacted] only submitted one of the 2 orders for replacement.Desired Settlement: I want my items delivered ASAP and I believe I am due a partial refund as well for the ridiculous circumstances TG has put me through...Refused refunds-have held my money for over 1 month-sent me wrong products-still do not have correct items or my money after 30 days.....

Business

Response:

I believe this issue has been resolved, though I have not heard back from the customer. We are out of stock of the product, so cannot send a replacement, so a refund was issued. I have copied the email that I sent to the customer below.

From: [redacted]

Subject: [[redacted] ATTN: Supervisor [redacted]

Reply-To: [redacted]

Date: Thu Jun 20 2013 08:56AM

Hi [redacted],

Your situation was escalated to me and I am sorry to hear about your

negative experience with our Call Center. It sounds like there was an

issue with our inventory in the warehouse, and I apologize that our

agent was unable to appropriately diagnose the issue. The item is now

out of stock, so we unfortunately cannot investigate exactly what

happened until we receive more inventory.

We strive for excellent Customer Service here, so I am sorry that we

have missed the mark. I have issued a full refund for your orders. You

can expect to see the funds available within the next 3-5 business

days. You may keep the gift certificates that were issued to you. I

will be following up with all individuals you spoke to so we can avoid

something of this nature happening again.

We appreciate the feedback from you, since unless problems like this get

escalated, we don't know how to improve. We rely on our customers to

help us get better. If there is anything else I can do to make this

right for you, please don't hesitate to ask.

Regards,

Customer Service Manager

Review: I had ordered items off of thinkgeek.com on Monday December 1st, and paid extra for expedited shipping (2-4 business days), which meant by Friday December 5th, I would have all the items. I did not receive the items on Friday and my father was in the US (where the items were to be shipped), unfortunately, he was bringing these items back to Toronto, Canada as a gift for my husband's birthday. The items did not arrive. I also, on the same Friday December 5th, received an email (4 days AFTER I placed the order) that one of the items was cancelled. I don't understand why the items were late, and also why it took 4 days to let a customer know that one of the items was to be cancelled.

I called customer service (female named Joe) on December 5th - 11AM - and told them to cancel the shipment, as I don't need the items anymore. The items were to be delivered at a location where I would no longer have access to them, therefore rendering this order useless. Joe told me she would reach out to the shipping company and stop the shipment.

On December 8th at just after noon, the hotel my father was staying at, called to let us know this shipment had arrived for us. With no access to the shipment and not wanting it anymore, I called Thinkgeek for the second time. I had called customer service and was told I would get a full refund on December 8th at 3:24PM. I spoke to Carlos C[redacted] (badge #: [redacted] - supervisor). Refence #: [redacted]. I mentioned to Carlos I could not return the items myself (Staying at a hotel, but left, as my father was only there for the week, and because the items were shipped late, I would not be able to get them - hence why I chose expedited shipping). I told Carlos if they wanted thinkgeek to issue a return pick up through [redacted] or shipping company, they could and pick up the parcel from the hotel where I shipped the items to. However, he said to dispose of the items.

Now, I am getting a different story. I called again December 10th at 1:12PM and spoke to June H[redacted] (badge # [redacted]) and she told me they would issue a refund of $106.95 USD (the order, minus the shipping), and she agreed with what Carlos said. I agreed, exhausted and not wanting to deal with this company anymore. Especially since I have called customer service 3 times and wasted countless hours on this.

Called again December 12th at 11AM (been on the phone for 1.5 hours) and still no resolution. Spoke to Alexandra A[redacted], badge # [redacted]. Alexandra claimed refund is left incomplete and until items are returned, I will not get a refund. I told her what June and Carlos told me and I told her the same thing, I do not have the items. She can issue a return pick up and pick up the items from the hotel they were shipped to. But I want my refund resolved today. This company is a bunch of liars and they truly have an incompetent group of customer service staff. I have wasted many hours trying to resolve this issue and nothing has been done, except aggravate me and cause undue stress.Desired Settlement: I would like a full refund of 131.09 USD, and an apology from thinkgeek headoffice.

Consumer

Response:

From: [redacted]<[redacted]>Date: Fri, Dec 12, 2014 at 4:26 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [email protected],

Review: Thinkgeek.com cancel my order, using excuse that my billing information can't be verified.

I put correct info, and my credit card company verified it's correct.

Thinkgeek.com must provide a valid reason to cancel my order, or fulfill it.

Thinkgeek.com's behavior is not a responsible company, not trustworthy, and should be spread to let more people know.Desired Settlement: restore my order, ship it to me.

Business

Response:

Hi [redacted],

We apologize for any inconvenience you experienced when placing your order with us. We have an order verification system, provided by [redacted], that all orders must pass through in order for us to verify the billing information provided in an order. In this situation, the orders you referenced were rejected by the verification system. The order numbers in question were for a different customer name ([redacted]), billing & shipping address, and email address than you are providing in this complaint, so that may have been the issue. Regardless, we are out of stock of the LEGO® Lord of the Rings™ Pirate Ship Ambush, and we do not store any credit card information, so we cannot fulfill this order. When you contacted Customer Service, the agent corrected advised you that we had a system glitch that allowed you to purchase an item for which we had no stock. We responded to your email on November 12th and provided you with a code that will match the promotion that was available on our website if you still wish to make a purchase an order we can fulfill.

If you wish to place a new order, please make sure you are using a payment method with your correct billing and shipping address. We recommend paying with a verified [redacted] account if you are running into any difficulties. Please contact Customer Service if you have any questions. We are available 24 hours a day, 365 days a year.

Regards,

ThinkGeek Customer Service.

Review: I ordered my product on cyber Monday, I then received an email on Dec. 5th that my package was ready for pick up from [redacted]. I waited 4days after with no further updates or even close to receiving product that was paid for. I therefore decided to calmly go through email to receive help resolving the issue, waited 3days no response. I then tried online chat, waited 30mins each time (twice) each time with no help other than my pkg. was lost before being disconnected twice. Today I tried calling them to get help, I'm still as I am writing this complaint on hold for a total of 3hrs and 13mins!!!Desired Settlement: All I want out of this is my order that I purchased Dec. 1st!!! I want it by Christmas since it should have been here by now. I deserve at least that much. I have waited patiently and have tried other methods of help with no cooperation. This doesn't reflect badly on me, but instead on your company and lack of respect and sympathy for customers.

Business

Response:

Hi [redacted].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 $40 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[redacted]Customer Service Manager

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you for your understanding and providing further accommodation to my issue; it leaves me with a better feeling and hope for the future.

Regards,

Review: Order # [redacted] placed 12.27.14. Says order shipped/billed via [redacted] on 12.30.14 via tracking # [redacted]. By 1.9.15 Order did not arrive. I called that Friday twice and was never connected to Customer Service. I sent an email a few days later. Received an automated response that I would typically be contacted in 24-48 hours. Over 48 hours passed and no email. I sent a 2nd request. No reply again. On a whim, I checked the [redacted] tracking on 1.14.15 and miraculously [redacted] website detailed this was passed to the local USPS for scheduled delivery on 1.12.15. Order arrived today in my mailbox, however the package was open and 1 item was missing. I hopped on live chat and was put into a que - 12th caller and to wait 33 minutes average. After 40 minutes the clock countdown stopped and I was told I was 3rd in the que and I would be connected to the next available agent. Then I was changed to 4th in the que, then back to 3rd. This flip flopping went on for 15 minutes and I gave up. I don't believe anyone is at this business anymore or at least all the Customer Service is missing?Desired Settlement: Really, I'm luckier than most as I did get most of my product. I would like to have my Credit Card refunded the $9.99 for the 12 missing item - [redacted]) [redacted] Ladies' Tee - Kelly Green, XXL

Business

Response:

Hi [redacted],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.

Review: On 12/3 Thinkgeek ran a promotion that stated: 20% off orders of $50, 25% off orders of $100 and 30% off orders of $150, it said to use code SURPRISE at checkout by 11:59 PT 12/4/2014. It was at the top of the front page of their website. There was no asterisk or small print at the bottom that said "excludes most items" or "only applies to certain categories." So I thought that this meant the sale was site-wide. This was not how this sale worked though. When you had the items in your cart and tried to enter the code it said "this item is not included in the promotion." I would have no problem with this if the top banner had said this, but it did not. That is why I feel it is misleading or false advertising. I actually was alerted to this sale from another website that was apparently just as confused by it.Desired Settlement: Ultimately I'd like to order my items at the discounted rate, but I'm sure the company will not offer that, so I will accept an apology.

Business

Response:

Hi [redacted]We're sorry to hear that you found our promotion to be misleading. Customer satisfaction is very important to us and we are sorry that we failed to meet your expectations. On the banner at the top of the screen on our website that displays the current promotion, there is a link beside the promotion that says "(see details). If you had clicked on the link when we were running the SURPRISE promotion, you would have seen the following:Save 20% off qualifying orders of $50 or more, 25% off qualifying orders of $100 or more, and 30% off qualifying orders of $150 or more . Offer valid until December 04, 2014, 11:59pm ET. Offer cannot be combined with other promotional code-based offers, coupons or discounts. Gift cards, taxes and shipping and handling charges are not applicable toward the minimum purchase requirement and are not included in the offer. Offer is non-transferable and not redeemable for cash or cash equivalents. No adjustments on previous purchases. Select product exclusions may apply and will be indicated on individual product pages. Other exclusions may apply. We reserve the right to cancel any order due to unauthorized, altered or ineligible use of discounts and to modify or cancel these promotions due to system error or unforeseen problems. Subject to change, including termination, without notice. Use promo code: SURPRISEIn addition to this, we also have verbiage that says :Note: This item is excluded from the current site promotion; please purchase this item separately. We would love to include all items in every promotion, however we have to honor our vendor agreements with particular companies, and we are not permitted to drop the price of certain items below a specific amount. Regardless of whether or not we feel like we clearly advertise promotion restrictions, we apologize that you have walked away from us unhappy. I have issued a $10 gift certificate as an apology for this frustrating experience. I hope you will give us another chance in the future to provide you with geeky loot.We appreciate your feedback about your recent experience. If there is anything else I can do to make this right for you, please don't hesitate to ask. Happy holidays!Eva E[redacted]Customer Service Manager

Review: I placed an order for a Deluxe [redacted] & [redacted] Robes - Deluxe Hooded [redacted] Robe Adult ([redacted]) from thinkgeek.com on October 17th. I received the item on October 23rd and was immediately dissatisfied. I specifically purchased this item from thinkgeek.com because of the description of the quality. The same item is available for much cheaper elsewhere, but the true manufacturer of the product is not mentioned on the page anywhere. It is falsely represented as being well made and having staff members pose in it. However, it is simply made by a costume company called [redacted] which is known for low quality halloween costumes. This is shown nowhere on the product page, and is falsely represented as being higher quality than it actually is. When I asked for a return, I was told no returns for the month of October, even though I just received it today. This is hidden in the fine print and violates their 90 return policy. I am extremely dissatisfied with this company, and will definitely look elsewhere before I buy anything from them.Desired Settlement: I would like to return this poor quality item.

Consumer

Response:

---------- Forwarded message ----------

From: [redacted]<[redacted]>

Date: Wed, Oct 29, 2014 at 3:06 PM

Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: [email protected]

Thank you for your help. The business has offered a full refund and I consider this matter resolved to my satisfaction. Thank you for looking into this.