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Think Geek, Inc.

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Reviews Think Geek, Inc.

Think Geek, Inc. Reviews (206)

---------- Forwarded message ----------
sans-serif;">From: *** ***Date: Wed, Oct 29, at 3:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.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
***

Hi ***,
Thank you for contacting ThinkGeekI am very sorry for the frustration we have caused you and that you were not contacted again about your order! 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 frustrating interaction you had with our Customer Care Agent, 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 questionIn regards to your order, we identified an issue at our fulfillment center that affected a limited number of customers, and unfortunately, your order was one of the affected ordersWhen the warehouse attempted to reship your order, we no longer had stock of the *** Lamp and they were unable to fulfill the orderI have issued a full refund of $back to your credit cardIt may take up to business days for the refund to be reflected on your statementI have also issued you a $apology gift card (ID ***) for this less than ideal situation I do hope you give us another chance to provide you with geeky loot.
If there is anything else we can help you with, please let us knowBrisbane B***
Operations Specialist

Hi ***.We are sorry for any confusion regarding this gift certificate. As stated on the checkout page, ThinkGeek gift certificates are non-refundable. The recipient emailed us to state that he did not want the
gift certificate (see attached email transcript). We do not have any record of him contacting to state that he was having trouble checking out with it. We tested the gift certificate (#***), and it does indeed work. Our apologies, but our system does not allow us to refund a gift certificate, so I cannot honor your request to have it refunded. We would recommend finding someone to gift it to who is interested in redeeming it, as it will be active until 1/7/2019. We have changed the email address on the gift certificate to your email so reminders will stop being sent to Panagis.Regards,ThinkGeek Customer Service

Placed an order on December 6th, for which I was provided a receipt Family members went to retrieve ordered gifts at their registered and locked physical mailbox prior to the holidays only to find no order was sent Upon checking website order status, they were marked as 'Cancelled'There was never any indication of an issue with either the billing or shipping addresses, and no attempt whatsoever was made to contact me to inform that the order had been silently cancelled

Hi ***,
Thank you for contacting ThinkGeekWe are so sorry for the delay in your order reaching youWe identified an issue at our fulfillment center that affected a limited number of customers, and unfortunately, your order was one of the affected orders
Customer satisfaction is very important to us and we are sorry that we failed to meet your expectations There is absolutely no excuse for this and we know we've let you downOnce the warehouse had identified the issue, your order was reshippedAccording to the *** tracking, ***, your order was successfully delivered on December I have also issued you a $apology gift card (ID ***) for the inconvenience we have caused youIf the item arrived too late, please let me know and I would be happy to set up a complimentary returnIf you need any further assistance, please do not hesitate to askBrisbane B***
Operations Specialist

Hi ***I apologize for any confusion regarding
our return policy for gift certificates. I hate to be the bearer of bad news,
however the agents were correct in telling you that gift certificates
are
non-refundableIf you look on our Returns Information
Page (***), it
states:
We accept returns within days for any
reason (unless otherwise noted on the product page)
If you look on our gift certificate
product page ***,
it states:
Gift
certificates expire five years after the purchase date or longer
depending on the state or country of purchase and are non-refundable
I am really sorry for any inconvenience
this causes you and your husband. If you have any additional questions or
concerns, please don't hesitate to ask
Regards,
Eva E***Customer Service
Manager

From: Revdex.com of Metro Washington DC Date: Mon, Feb 2, at 9:AMSubject: Fwd: complaint resolvedTo: *** *** ---------- Forwarded message ----------From: Date: Sat, Jan 31,
at 2:PMSubject: complaint resolvedTo: ***I don't know if Think Geek has received the complaint yet but they issued me a full refund now

From: Rebecca S*** Date: Wed, Jun 24, at 10:AMSubject: Re: *** *** Complaint (Overdue) #***To: *** *** Hello *** ***, The customer's order listed in the complaint does not meet ThinkGeek's
$order threshold and *** day shipping was selected at the time of check-out, which is why free shipping was not suppliedHowever, customer service previously provided him with a gift certificate for the exact amount of shipping, despite the order total not meeting the thresholdI have attached a copy of the customer's invoice as well as a screenshot of our shipping offer

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:You could of addressed this betterI emailed you times with no responseIt took a Revdex.com complaint to get you to address this issue
Regards,
*** ***

[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.
From: ***Date: Tue, Dec 16, at 10:PMSubject: Comlaint ***To: "[email protected]"
Good Morning,
In regards to my complaint number ***, the business I reported has done what I asked in my complaint. While they never sent me a shipping notification or tracking information, they did mail my order on December (days after I ordered it and was lied to about it shipping on the 9th), and I received it today. However, I am still concerned with how many people are posting similar or worse problems on the ThinkGeek *** page. Regardless, I'm glad my issue was resolvedThank you for your time,
*** ***

From: *** *** Date: Tue, Feb 10, at 4:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: [email protected] #***This complaint
has been resolved as of Feb 10, I spoke to another supervisor, Justine, and she approved the order, and even upgraded my shipping option as a courtesyShe said I did everything I could to become a valid reseller account, and it was their fault for taking months to even acknowledge it.Regards,***

Hi ***We are so sorry we were unable to fulfill your
order! We identified an issue at our fulfillment center that affected a limited
number of customers, and unfortunately, your order was one of the affected
orders. Customer
satisfaction is very important to us and we are sorry that we
failed to meet your expectations.We have confirmed that we no
longer have stock available to be shipped to you at this time. I have issued a
full refund for your orderIn addition, I have issued a $apology gift card
(ID ***) for this frustrating experience.If there is anything else
I can do to make this better, please don't hesitate to askEva E***Customer Service
Manager

Hi ***,
We are sorry that you did not receive a part of your order! It appears that your address has already been issuedUnfortunately, the *** ** *** shirt you ordered went out of stock so we were unable to issue a replacementA full refund of your order
was issued on December If there is anything else we can do, please let us know

Hi ***,
Thank you for contacting ThinkGeekI am sorry for any undue stress we may have caused you this holiday season! 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 questionAccording to the *** tracking (number ***) associated with your order, your package was successfully delivered on December at 3:PMIf you have not received your order, please let me know and I will open an investigation with ***If you need any further assistance regarding your order, please do not hesitate to contact usBrisbane B***
Operations Specialist

Hi ***.I am so sorry to hear about the issues you had checking out. Customer satisfaction is very important to us and we are sorry that we failed to meet your expectations. We have an order verification system that all orders must go through before they can be fulfilled.
It passes all orders through address verification as part of the process. In your situation, our system was showing that your billing address did not match the billing address on file with your financial institution. Due you being a first time customer, and ordering a product that has a high fraud risk, the system was rejecting your order. I'm sorry for all of the hassle you have gone through trying to place this order. If you are still interested, I have marked you as a verified customer in our system, so you should not have any additional problems placing orders on our website. I have also manually reversed the authorization holds that were on your account, so the funds should be released.I have issued a $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. 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 ***,
We are very sorry that your original order never made it to you and the replacement was cancelled without a refund being issued! Unfortunately, we had run out of stock before the warehouse was able to fulfill your orderWhile it is no excuse for the
incorrect information you received from our Customer Care Agent, we ramp up quickly during our holiday season, which can lead to less than stellar interactionsThe agent with whom you chatted was confused about the way *** orders were billedThe agent in question is no longer with us but we will make sure our current agents are coached on this to ensure this confusion does not happen againCustomer satisfaction is very important to us and we are sorry that we failed to meet your expectations.
A payment reversal was granted on December and the funds were restored to your *** accountWhile I would of course understand if you were to not shop with us again, I would like to invite you back for a better experienceAs an apology for the inconvenience and frustration we have caused you, I have issued a $ThinkGeek gift certificate (ID ***). If there is anything else we can do to make this right for you, please let us know

Hi ***,Thank you for your interest in ThinkGeek and our
products. I am sorry for any confusion regarding why your orders are being
cancelled. We unfortunately cannot fulfill your order request, as it appears
that you are purchasing on
our site for the purposes of reselling ThinkGeek
products. As stated in the terms of use, the sale of ThinkGeek branded products
is prohibited on any third party marketplace websites without the express
permission of ThinkGeekThese websites include, but aren't limited to:
***.com, ***.com, ***.com, and ***. I apologize for any inconvenience
that this creates. If anything changes in the future we will be happy to let
you knowEva E***Customer Service
Manager

Hi ***,
Thank you for contacting ThinkGeekWe are very sorry for the delay in your order reaching you! We had identified an issue at our fulfillment center and your order, unfortunately, was one of the affected ordersOnce our fulfillment center had diagnosed the
issue, a reshipment of your order was processedAccording to the *** tracking, ***, the order was successfully delivered on December I also see that you had emailed us and our Customer Care Agent issued a replacement and refund of your original orderThe *** tracking number associated with your replacement shows delivery was made on December If you have not received your refund or packages, or if you need further assistance, please do not hesitate to contact usBrisbane B***
Operations Specialist

Hi ***,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.
I am also sorry that you were given incorrect information by our
Customer Care Agent when you were able to get through. 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 do not make gift recipients pay for shipping for
returns, and we can do exchanges
I looked into the order and see that the gift giver has already been
refunded. I have issued a $gift certificate to you (ID ***) as an
apology for this frustrating experience. 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 lootEva E***Customer Service
Manager

Hi ***,
Thank you for contacting ThinkGeekWe are sorry that your order arrived damagedUnfortunately, the Heat Changing TARDIS Mug you purchased is currently out of stock and we are unable to issue a replacementI see that a refund of $was issued on January
5, It can take up to business days for the refund to be reflected on your bank statementAs an apology for the inconvenience this causes, a $ThinkGeek gift certificate (ID ***) to use on a future purchase.
If there is anything else we can help you with, please let us know.
Brisbane B***
Operations Specialist

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Address: 11216 Waples Mill Rd Ste 100, Fairfax, Virginia, United States, 22030

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