Think Geek, Inc.

Hi [redacted],
Thank you for contacting ThinkGeek. I am very 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 our Customer Care Agent issued a full refund back to your credit card, as well as a $25 ThinkGeek gift certificate, on January 8. If you do not see the refund on your bank statement within the next 2 business days, please contact your financial institution. 
If there is anything else I can do to make this right for you, please do not hesitate to contact me. I hope you have a nice day!
Brisbane B[redacted]
Operations Specialist

Hi [redacted].I am so sorry for the issues you had trying to reach Customer Care.  I looked into your order, and it appears as if it has been mostly resolved.  I went ahead and refunded you for the diaper bag.  Let me know if there is anything else I can do to make this right...

for you. Happy holidays!Eva E[redacted]Customer Service Manager

Hi [redacted].We are sorry for any confusion regarding when your package should have been delivered.  We have investigated your order, and found that it was placed at 5:30pm on Tuesday 8/12.  If you go to your
href="http://www.thinkgeek.com/help/shipping.shtml?pfm=Search&t=shipping">...⇄ information page, the following FAQ is there:"When will I get my stuff?
If you select next day or 2-day shipping before 1pm ET, your order ships the same day."
Since your order was placed after 1pm, it was not processed until the following day (8/13) and it was actually delivered within the guaranteed time frame on 8/15.  With that said, we do not like for any of our customers to walk away from us disappointed.  We consider our customers our friends, and we like to keep our friends happy.  We have issued a gift card for the amount you paid in shipping to the email address on your order.  If there is anything else we can do to make this right for you, please don't hesitate to ask.
Regards,
ThinkGeek Customer Care

Hi [redacted],I'm so sorry for the issues you had, and for not
getting consistent information from agents.  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've opened an investigation, but the results will not be back in
time for Christmas, and I want to get this resolved
immediately.We were out of stock of the item, but the good
news is that we just received a new shipment.  I see that you have already been
refunded, so I have issued a complimentary replacement order, #[redacted] via
expedited shipping since you have already been waiting for your order. We have
also issued you 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!
Eva E[redacted]Customer Service
Manager

Hi [redacted],
I sincerely apologize for your package was
lost, and that you were given incorrect information from our 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, as our
refunds are issued immediately.  The agent also only issued a partial refund to
you, so I have taken care of getting the remaining $3.44 refunded to your
card.
In regards to your missing order, 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). This unfortunately happens frequently during
the holidays with high order volume, so I've opened an investigation to find out
what happened.
I have issued a $40 gift certificate (ID
[redacted]) 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.  Happy
holidays!
Eva E[redacted]Customer Service Manager

Hi [redacted],
Thank you for contacting ThinkGeek. We are very sorry that your order did not arrive by Christmas. 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.
We are also sorry that the previous agents had misinformed you about the delivery of your order. 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 agents with whom you had chatted. 
A full refund of your order was issued on December 29, per your request. The agent with whom you chatted also issued you a $30 ThinkGeek gift certificate as an apology for the inconvenience. Upon checking stock, I see that we still have stock of the items you ordered. I have issued a replacement order, [redacted], to be shipped to you via Expedited Shipping. You will receive an email receipt shortly and tracking once it has shipped. 
I apologize for the inconvenience we have caused you. If you have any further questions or concerns, please do not hesitate to contact me.
Brisbane B[redacted]
Operations Specialist

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  I do not actually find this resolution satisfactory (though I will accept it), since ThinkGeek essentially ruined a gift by making it unusable for my friend to the point that he got frustrated and wanted it cancelled, but clearly this company has no interest in keeping its customers.  I will use this certificate myself, rather than subjecting any other friends to this misery, and if I have any issues using it myself, I will be certain to contact you again.
Also, I think it's telling what kind of company ThinkGeek is that they did NOT offer to even reassign the certificate to me until I contacted Revdex.com and that their form apologies don't even acknowledge that they have caused a lot of distress by ruining a gift for a friend.  Thank you, Revdex.com, for at least forcing them to be honest enough to give me some other option for the use of my $25.
ThinkGeek, you've lost this customer for your terrible customer service, and you'll lose the business of my other friends as well (friends, I might add, whom I introduced to ThinkGeek, back when you were a respectable company).
Regards,
[redacted]

Hi [redacted].You filed your previous Revdex.com complaint in Jan 2014 under account [redacted].  We felt you had abused our lenient return policy and misled agents into giving you gift certificates you claimed had been...

promised to you, however we we honored all of you gift certificates, then advised you to take your business elsewhere.  Recently, you placed an order going to a new address, under the name [redacted].  Since then you have contacted our call center 25 times, each time claiming that the previous agent/manager promised you a gift card which you have not received.  As mentioned in January, we will be issuing no further accommodations to you and we still advise for you to take your business elsewhere.  I'm sorry, but we are not going to honor the desired outcome.Regards,ThinkGeek Customer Service

Hi [redacted],Thank you for contacting ThinkGeek.  We are so sorry we were
unable to fulfill part of 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.  There is
absolutely no excuse for this and we know we've let you down.After
the issue was identified, our warehouse attempted to reship orders.
Unfortunately, only one of your items was able to be reshipped. Since the other
two items are out of stock, I have issued a full refund to your payment method.
You should see a refund of $45.97 on your bank statement within 5 business days.
In addition, I have issued a $15 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 ask.
Brisbane B[redacted]
Operations Specialist

[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:
Thank you, I will share this information with my payment provider. You can also find their statement about proccess below:
Dear [redacted],
Thank you for your email.
Your account shows a pre-authorisation made by Thinkgeek.com
Should we not receive the settlement from the merchant the funds will be credited back to your [redacted] Virtual card when the authorisation expires
When you make a payment online, what happens initially is that a merchant pre-authorises the amount specified on your [redacted] Virtual card and then proceeds to settle that charge at a later date.
Thereby, the real balance on your [redacted] Virtual card will be reduced; however the transaction will not show on your [redacted] account statement until the merchant has settled. 
It means a merchant has reserved the funds on your [redacted] Virtual Card but not proceeded to complete the transaction (it may have been cancelled) in which case the funds will be automatically refunded to your [redacted] Account as soon as the pre-authorization has expired. This may take up to 30 days under [redacted] guidelines.
We hope the above attends to your query however should you require further assistance please do not hesitate to contact us.
Best RegardsDanielaCustomer SupportRegards,
[redacted]

Hi [redacted],Thank you for contacting ThinkGeek Customer Service. 
We're so sorry about the delay getting your stuff to you! Our goal at ThinkGeek
is to exceed our customers’ expectations and we’re really sorry that this time
we didn’t meet...

yours.I looked at the tracking on your order, and I
see that it was delivered.  I have issued a $20 gift certificate,[redacted], as
an apology for this frustrating experience.  If it arrived too late, please let
me know, and I'd be happy to set up a complimentary return
authorization.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

I attempted to make a purchase with Think Geek and while my order never went through my credit card was charged twice! When I called to resolve the issue the response by their team was "this happens all the time". In my case this was a multi-hundred dollar processing deduction on my debit card. This should not happen so often that it is the norm. Furthermore, even though the charges were pending on my debit card my order was never placed and I was told they could do nothing about that. I was instructed to place a new order, even though 2 prior order were still processing on my card. It is now 5 days later and the charges are still processing. Needless to say I will never be ordering with this company again as they cannot manage the financial end of their business efficiently. That is a shame as our family would have been a great customer to have.

Dear [redacted],
We are sorry about any confusion you have regarding the gift certificate accommodations...

provided by ThinkGeek’s
call center.  We shipped an order out to you on December 27th, 2013 to fulfill the
full value of the gift certificates.  From the tracking information, we can tell that you did indeed receive and sign for the package.  You have stated that the corporate office of ThinkGeek has not contacted you regarding this issue, however, I personally sent an email on January 2nd, 2014, and you responded to me via email on January 3rd, 2014.
Regarding your request to be refunded for $300, the only order you placed through the email address on this complaint is Order #[redacted].  You paid $119.40 and were refunded the full $119.40.  In addition, you were given $149.85 in gift certificates (which have been already redeemed) due to your complaints about alleged shipping delays, when the order was actually delivered in the guaranteed time frame.
At this point, we feel like we have been more than accommodating to you, and we cannot honor your request to give you $300 when you have been fully refunded.
Regards,
[redacted]
ThinkGeek Customer Service Manager

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

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

Hello Ms. Sanges,
I am sincerely sorry for the negative experience that you had with our company. When ordering online, you trust 1) that the company will follow through with the information not only stated but guaranteed on the site messaging and 2) that if any problem...

should arise, that the issue would be treating in an ideal manner with the respect you deserve as a customer and friend. I apologize that the service we expect out of our customer service representatives was not given to you. I have pulled the interactions you had with Nicki and we will be coaching her on how the situation should have been handled so this will not happen to anyone else in the future. 
I do see the Nicki did refund you the $12.95 spent on Expedited shipping. I have gone ahead and refunded the $49.98 for the items that you purchased, so if you have not already returned them, please keep them for free as an apology for the less-than-stellar service you received. While the standard is always held true, we coach our agents to be particularly mindful of shipping delays around holidays because we want our customers to trust us and our services to get your gifts to you when you want them.
If there anything else I can do to assist you, simply respond to this message and I can personally address the matter.
Have a wonderful day,
Rebecca S[redacted]
Customer Experience Analyst.

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.
Eva E[redacted]Customer Service
Manager

Hi [redacted],
We apologize that you have not received your refund. The refund has been issued and should show upon your credit card statement within 5 business days. 
If there is anything else we can do, please let us know.
Sincerely,
Brisbane B[redacted]
Operations Specialist

Hi [redacted],
Thank you for contacting ThinkGeek.  We are so sorry 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. 
After looking into your order, I see that a Customer Care Agent issued a full refund back to your original payment on December 19. I have also issued a $20 apology gift card (ID [redacted]) for this frustrating experience. 
If there is anything else I can do to make this better, please don't hesitate to ask.
Brisbane B[redacted]
Operations Specialist

Hi [redacted],I am so are so sorry your order still has not
reached you and for the service you received from our Customer Care Agent. 
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 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, #[redacted] via expedited shipping
since you have already been waiting for your order. We have also issued you 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!
 
Eva E[redacted]
 
Customer Service Manager