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Think Geek, Inc.

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Think Geek, Inc. Reviews (206)

From: Revdex.com of Metro Washington DC Date: Mon, Dec 22, at 1:PMSubject: Fwd: My complaint against ThinkGeek.comTo: *** ***
---------- Forwarded message ----------From: *** *** Date: Mon, Dec 22, at 9:AMSubject: My complaint against ThinkGeek.comTo: [email protected] am sending this email to inform you that ThinkGeek.com has refunded my money in fullThey have also sent the merchandise I ordered and told me to keep it on them as a form of apology, along with a $gift certificate to their websiteThey have finally settled this dispute above and beyond my satisfaction, and no further action need be takenThank you so much for your assistance. Sincerely,*** ***

Hi ***,
Thank you for contacting ThinkGeekI sincerely apologize you have had to spend so much time trying to return your purchase! We have been working through some staffing issuesI understand that this does not excuse the unacceptable wait times you experienced
We are working around the clock to get this wait time down to an acceptable amount of time.
After looking at your order, I see that one of our Customer Care Agents has issued a full refund back to your *** accountShe also issued you a $ThinkGeek gift certificate as an apology for this frustrating experienceIn case you have not received the email, your gift certificate ID is *** and will be valid for years.
If there is anything more I can do to make this right for you, please don't hesitate to ask I hope you have a nice dayBrisbane B***
Operations Specialist

Hi,I am sorry you are having trouble with your return Please note that I see you have paid $for your item plus $for shipping for a total of $ I am not sure where you are getting your totals from Please see attached copy of your order If you wish to
make the return because you don't want the item, you are welcome to return it but it is our policy that you pay the shipping fees for this returnDuring this time of year we try and get our packages out as fast as we can especially when they are express shipping and that is why is could not be cancelled
Thank you,
Heather

Hi ***,
Thanks for contacting ThinkGeek Customer Service We know you must be incredibly frustrated that you haven't received your ThinkGeek order yet, and we sincerely apologize for the delay 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 expectationsI have issued a replacement order to be shipped via Express shippingYou can track your package at UPS.com with tracking number ***Please allow up to hours for the tracking to updateSince your original order never made it to you, I issued a refund of the $shipping charges paid on your orderYou should see this reflected on your credit card statement within business daysI 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 askI hope you have a nice dayBrisbane B***
Operations Specialist

[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:
From: *** *** Date: Fri, Dec 26, at 9:AMSubject: Complaint ID # ***To: "[email protected]" Hello, Would you please contact again, (2nd time now) the company in which the complaint is against; ThinkGeek They notified me via email on 12/19/that they would fully refund my account within hours As of the date and time of this email I have still not received the full refundIn addition, I have found no way to update or add additional information to the original complaint with the Revdex.com I greatly appreciate your help. Thank you, *** ***###-###-####

Hi ***,
Thank you for contacting ThinkGeekI am sorry that you did not receive 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.
Upon looking into your order, I see that one of our Customer Care Agents issued a full refund on December You should see the refund of $on your credit card shortlyAs an apology for the inconvenience, a $ThinkGeek gift certificate was emailed to youIf there is anything else we can help you with, please let us knowBrisbane B***
Operations Specialist

Hi ***,
Thank you for contacting ThinkGeek! We are so sorry for any inconvenience we caused you! Customer satisfaction is very important to us and we are sorry that we failed to meet your expectations
We identified an issue at our
fulfillment center that affected a limited number of customers, and unfortunately, your original order, ***, was one of the affected orders Once the warehouse had realized the issue, your order was reshipped on December via *** with tracking number *** is showing that the order was delivered to you on December You had also contacted us via chat on December and the Customer Care Agent issued a replacement, per your requestThe replacement order, ***, was delivered by *** (tracking number ***) on December Have you received your two orders?
Because of the shipping delay caused by our fulfillment center, a refund of the shipping charges has been issued back to your *** accountIf you would prefer to return the items and receive a refund, please let us know and we can set up your Return Merchandise Authorization (RMA)Please let us know how you would like to proceedSincerely,
Brisbane B***
Operations Speclalist

[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:
Many of those gift certificates claim to have been used on the same orders, however the order totals were much less than the full amounts of the gift cards combined
Regards,
*** ***

Hi ***.We are very sorry to hear that your original package never made it to you! I have escalated your situation to our *** Account Representative so they can look into why the original package wasn't delivered to your building. However, I see that we have since sent a
replacement and that it was delivered to you on 3/20/14. I have attached the tracking information and invoice. If this is not the case, please let us know immediately.Again, I apologize for this inconvenience and hope that all of the items made it to you without anymore hassle!Regards,ThinkGeek Customer Service

Hi ***,Thanks for contacting ThinkGeek Customer Service. We
are so sorry your order still has not reached you! 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. There is absolutely no excuse for this and we know we've let you
down. I have refunded your shipping, and issued 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! Happy holidays!
Eva E***Customer Service
Manager

Hi ***,
Thank you for contacting ThinkGeekI sincerely apologize for this experienceCustomer satisfaction is very important to us and we are sorry that we failed to meet your expectationsWe are currently working around the clock to respond to as many customer
inquiries as possibleI also apologize for any confusion we may have causedI see that you have been able to use your $ThinkGeek gift certificate on a recent order! Your current available balance is $and will be valid through December 31, If there is anything else I can do to make this right for you, please don't hesitate to ask.
Brisbane B***
Operations Specailist

Hi ***,
Thank you for contacting ThinkGeek! I am very sorry for the delay in your refund! Per our website, returns processing can take up to weeksUpon checking your Return Merchandise Authorization (RMA), your return was processed on December and store
credit was issuedThe gift certificate was sent to the email address associated with your orderAs an apology for the inconvenience and frustration, I have issued an additional $ThinkGeek gift certificate, ID ***,
If you have any other questions or concerns, please do not hesitate to contact us.
Brisbane B***
Operations Specialist

[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 I have sent the documents to the Canadian customs and I hope this will be satisfactory since it doesn't show the reimbursement
Regards,
*** ***

Hi ***,
Thank you for contacting ThinkGeek! We apologize that your R2-DLuggage never made it to you! Upon looking into your order, I see that one of our Customer Care Agents has issued a replacement order, ***, to be shipped to you via Expedited shippingI
also see that you have been sent gift certificates (ID ***, ***, and ***) equaling $as an apology for the inconvenience we have caused youYour order was shipped today and can be tracked on ***.com with tracking number ***Please let us know if there are no tracking updates within the next hoursIf you have any other questions or concerns, please let me know.
Brisbane B***
Operations Specialist

Hi,My name is Heather and I am the Operations Manager at Thinkgeek I am so very sorry for the trouble you had I do see that the agent you spoke with did provide a gift certificate for $ Your GC # is
href="https://admin.thinkgeek.com/admin/brain/orders/certs/detail.cgi?id=112c6c7... " background-">[redacted] if you would like to use itRegarding your order, I do see that it shipped on 12/5, tracking [redacted] We expedited the delivery for this and I see you should expect the order today I am so very sorry for the delay we experienced Our processing time is usually 1-business days but we experienced an increased volume during Cyber Monday and it delayed our shipments I apologize for any inconvenience and hope everything is okay going forward with your orderThank you,
Heather

Dear [redacted],
We have looked into the gift certificate IDs you provided.  For security
purposes, we cannot provide the personal information of the recipients or
redeemers of these gift certificates whose names do not match your name.  However,
since you did provide us with the gift certificate IDs, we are able to provide
you with the following information about the issuance and redemption the gift
certificates that relate to your contact information.  Of the 12 gift
certificates issued for an aggregate value of $492.63, only 1 for $26.48 has
not yet been redeemed.
Gift Certificate ID


Gift Certificate Amount


Gift Certificate Issuance Date


Gift Certificate Redemption Date


Products Purchased with Gift
Certificate


Gift Certificate Issued to


Gift Certificate Redeemed by


Shipping address


[redacted]


 $80.00


12/18/2013


12/18/2013


Fiendish Japanese Pocket Puzzle -
Spiral, French Fry Dipping Cone


[redacted]


[redacted]


[redacted]


[redacted]


 $20.00


12/18/2013


12/18/2013


Doctor Who Yahtzee, NERF Triad
Elite 3-Dart Mini Blaster, Space Invaders Keychain Game


Another recipient with same address
that is listed on your account


[redacted]


[redacted]


[redacted]


$80.00


12/18/2013


12/18/2013


Doctor Who Yahtzee, NERF Triad
Elite 3-Dart Mini Blaster, Space Invaders Keychain Game


[redacted]


[redacted]


[redacted]


[redacted]


 $40.00


12/20/2013


12/27/2013


Doctor Who 50th Anniversary Travel
Mug Set - 10th Doctor, Player 2 Hoodie (XXXL)


Another recipient with same address
that is listed on your account


[redacted]


[redacted] - You listed this as your billing address on order [redacted]


[redacted]


 $32.34


12/23/2013


12/27/2013


Doctor Who 50th Anniversary Travel
Mug Set - 10th Doctor, Player 2 Hoodie (XXXL)


[redacted]


[redacted]


[redacted] - You listed this as your billing address on order [redacted]


[redacted]


 $30.00


12/27/2013


12/27/2013


Doomed Crystal Skull Shotglass,
Minecraft Creeper Shirt (M), Player 1 Hoodie (XXXL)


Another recipient with same address
that is listed on your account


Another recipient with same address
that is listed on your account


[redacted]


[redacted]


 $28.00


12/27/2013


12/27/2013


Doomed Crystal Skull Shotglass,
Minecraft Creeper Shirt (M), Player 1 Hoodie (XXXL)


Another recipient with same address
that is listed on your account


Another recipient with same address
that is listed on your account


[redacted]


[redacted]


 $26.48


1/9/2014


Not yet redeemed.  Full
balance still on GC


-


Another recipient with same address
that is listed on your account


-


 


[redacted]


 $30.00


12/23/2013


12/27/2013


Doctor Who Dalek Invaders (XXXL),
Doctor Who TARDIS Bath/Beach Towel, Mason Jar Shot Glasses,  
Pocket Stashes (Fire Starter) , Razer Carcharias Gaming Headset for PC/Xbox
360, TARDIS Pom Beanie,   You Never Forget Your First Doctor 
(XXXL),   You Never Forget Your First Doctor  (XXXXL)


Another recipient with same address
that is listed on your account


Another recipient with same address
that is listed on your account


[redacted]


[redacted]


 $100.00


12/23/2013


12/27/2013


Doctor Who Dalek Invaders (XXXL),
Doctor Who TARDIS Bath/Beach Towel, Mason Jar Shot Glasses,  
Pocket Stashes (Fire Starter) , Razer Carcharias Gaming Headset for PC/Xbox
360, TARDIS Pom Beanie,   You Never Forget Your First Doctor 
(XXXL),   You Never Forget Your First Doctor  (XXXXL)


Another recipient with same address
that is listed on your account


Another recipient with same address
that is listed on your account


[redacted]


[redacted]


 $30.00


12/25/2013


12/27/2013


Doctor Who Dalek Invaders (XXXL),
Doctor Who TARDIS Bath/Beach Towel, Mason Jar Shot Glasses,  
Pocket Stashes (Fire Starter) , Razer Carcharias Gaming Headset for PC/Xbox
360, TARDIS Pom Beanie,   You Never Forget Your First Doctor  (XXXL),  
You Never Forget Your First Doctor  (XXXXL)


[redacted]


Another recipient with same address
that is listed on your account


[redacted]


[redacted]


 $21.81


12/29/2013


12/27/2013


Doctor Who Dalek Invaders (XXXL),
Doctor Who TARDIS Bath/Beach Towel, Mason Jar Shot Glasses,  
Pocket Stashes (Fire Starter) , Razer Carcharias Gaming Headset for PC/Xbox
360, TARDIS Pom Beanie,   You Never Forget Your First Doctor 
(XXXL),   You Never Forget Your First Doctor  (XXXXL)


[redacted]


Another recipient with same address
that is listed on your account


[redacted]


With respect to the last 4 gift certificates ([redacted], [redacted], [redacted],
and [redacted]), we received written instructions via email from either the recipient
or redeemer regarding the desired products for that order.  The aggregate
balance of these 4 gift certificates was $181.81.  After shipping costs,
the order totaled $192.46, which actually exceeded the balance of the 4 gift
certificates, so as a courtesy, we paid the difference of $10.65.
As mentioned in our earlier email to you, you have only paid out of pocket for
order [redacted] which totaled $119.40.  In an effort to address your
initial complaints, we refunded you the full amount of $119.40. 
Additionally, for various other complaints received from you (or others with
the same billing or shipping address), we issued $300 worth of gift
certificates which have already been redeemed.  As of today, you (or
others with the same billing or shipping address) have been refunded $119.40,
issued $300 worth of gift certificates and received the benefit of $10.65. 
Given that for a purchase you (or others with the same billing or shipping
address) made worth $119.40, you have received from us over $430 worth of
retail value. 
 At this point, we trust you
understand why we cannot accommodate your request to have $300 refunded to your
[redacted] account.

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.  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. 
We are also sorry for any frustration we have caused you! We identified an issue at our fulfillment center that affected a limited number of customers, and unfortunately, your original order was one of the affected orders. Once the warehouse had identified the issue, a reshipment of your order was sent via [redacted]. According to the [redacted] tracking, [redacted], it was delivered on December 22. We also see that an agent had responded to your email prior to the warehouse reshipping your order. The agent issued a replacement of the two items in stock at the time and a refund of the TARDIS teapot that unfortunately, was out of stock. The [redacted] tracking, [redacted], associated with the replacement order shows the package was delivered on December 22. As an apology for the inconvenience we had caused, the agent also issued two $10 ThinkGeek gift certificates for you to use on a future purchase. If you have not received the gift certificates, refund for the TARDIS teapot, or your merchandise, or if further assistance is needed, please let us know. 
Brisbane B[redacted]
Operations Specialist

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

[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]
 Complaint: [redacted]
I am rejecting this response because this huge corporation could easily refund our gift card yet it refuses too. 
Go ahead and close this complaint, it's pointless to talk to them. 
Think Geek has lost my husband and I as customers and our friends and families as well.   They sullied their reputation over $200 but I doubt it makes any difference at all to them.
Regards,
[redacted]

Hello,
Please see the attached confirmation of the authorization reversal on your order/card as proof.  Aside from this I do not have any ohter charge for you and this was only an authorization hold on your card.  
Thank you,
Heather

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

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