Think Geek, Inc.

Hi [redacted],I am sorry that you have had trouble ordering from us.  I have tried to remove you from the fraud system as an auto reject.  If we receive another chargeback this will change back to auto fraud.  You can try and place an order and see if it works for you.  I am...

not sure I did it right so please bare with me if it didn't work.
Thank you,
Heather
Operations Manager

Hi Ryan,
Thank you for contacting ThinkGeek.  I am very sorry for this frustrating 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. 
I am very sorry that your order has not arrived. International Economy shipping can take up to 3 weeks for delivery and does not provide tracking information. Since we are well past the 3 week mark, we must assume your package was lost in transit. After looking into your order, I see that a full refund was issued on January 14, 2015. You should see a refund of $53.32 on your credit card statement within 5 business days. The agent with whom you chatted also issued a $10 ThinkGeek Gift Certificate, ID [redacted], as an apology for the wait.
If there is anything else I can to make this right for you, please do not hesitate to contact me. Have a nice day.
Brisbane B[redacted]
Operations Specialist

Hi [redacted],
Thank you for contacting ThinkGeek. We apologize that your order arrived damaged and that you were unable to connect with us via LiveChat! 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. 
Unfortunately, the Light Show Fountain Speakers you purchased are currently out of stock. Upon looking at your Return Merchandise Authorization, I see that a refund of $36.94 was issued back to your credit card on January 6. You should see the refund reflected on your credit card statement within 5 business days. An apology $10 gift certificate was sent you and you should receive it shortly. 
We apologize for the inconvenience we have caused you. If there is anything else we can help you with, please let us know.
Brisbane B[redacted]
Operations Specialist

Hi [redacted],
We are very sorry that your order arrived late and damaged! Due to the package arriving late, I have issued a refund of your shipping charges. You should see the refund on your [redacted] account shortly. It appears that you have already chatted with a Customer...

Care Agent and they have addressed the issue of two of your items arriving damaged. A refund of the damaged items was issued back to your [redacted] account on December 18. 
If you need further assistance, please let us know.

Hi [redacted],
Thank you for contacting ThinkGeek. 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. I am also very sorry for the customer service you received.  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 question. We are committed to learning from this and making it up to all of our customers. 
Once orders move into the processing stage at our fulfillment center, we do not have the ability to change the contents. However, the agent was incorrect in advising you that a restocking fee would be deducted from your return. Restocking fees are only charged on items that are returned without all of its original packaging and are not charged on all returns. 
I have set up a Return Merchandise Authorization (RMA) for your duplicate Star Wars Han and Leia Bathroom Hand Towels. Please return the product to us by clicking on the below link in order to print off your complimentary USPS return label:
http://www.thinkgeek.com/files/return-label.pdf
Your Return Merchandise Authorization (RMA) number is:
    [redacted]
Once the warehouse has received your return, a refund of the purchase price will be issued back to your original payment method. You will not be charged to return this product. If you need any further assistance, please let us know.
Brisbane B[redacted]
Operations Specialist

Hi [redacted],
Thank you for contacting ThinkGeek. 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. 
I am also very sorry that the DIY Gramophone Kit was missing from your order. We still have this in stock and I have issued a replacement to be shipped to you via Express shipping. Your new order number is [redacted]. You will receive an email receipt shortly and tracking once it has shipped. 
I have issued a $25 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 help you with, please do not hesitate to ask.
Brisbane B[redacted]
Operations Specialist

Hi [redacted],
Thanks for contacting ThinkGeek Customer Service.  I am sincerely sorry that your previous inquiries have not been resolved.  We had some staffing issues due to the inclement weather, so we unfortunately ended up with a large backlog.  We know...

you must be incredibly frustrated that you haven't received the second part your ThinkGeek order yet, and we sincerely apologize.  Customer satisfaction is very important to us and we are sorry that we failed to meet your expectations.
I have issued a refund of the purchase price of the lost [redacted] Poster as well as the shipping charges. A refund of $13.94 should be reflected on your credit card statement within 5 business days. As an apology for the frustating experience, I have also issued you a $15 ThinkGeek gift certificate to use on a future purchase. The gift certificate ID is [redacted] and will be valid for 5 years. 
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],
Thank you for contacting ThinkGeek.  We are so sorry you have not received 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 order. You should see this refund reflected on your bank statement within 5 business days. In addition, I have issued a $30 apology gift card (ID [redacted]) for this frustrating experience. 
We are very sorry for any inconvenience we have caused you. If you need further assistance, please let us know.

Hi [redacted],
Thank you for contacting ThinkGeek. I am very sorry for all the frustration and inconvenience we have caused you. I am also very sorry that your [redacted] Tavern Pint Set arrived damaged! Upon looking into your order, I see that a replacement order was...

shipped on February 12 and delivered yesterday, February 18. Per your request, I have issued a full refund of your original order. You should see a refund of $16.94 on your credit card statement within the next 5 business days. As for the Pint Glasses you received, please keep them as an apology from ThinkGeek. 
If you have any other issues or concerns, please do not hesitate to contact me. I hope you have a nice day.
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:
 
There have been many more orders not included in that amount. 
Regards,
[redacted]

[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:
You offered myself and may family members gift certificates in place of items missing from orders and orders that we did not receive on time. I have the chat transcripts to back up each one. The gift cards are as follows (there are more as well)
 
[redacted] - 20.00
[redacted] - 30.00
[redacted] - 30.00
[redacted] - 100.00
 
[redacted] - 40.00
[redacted] - 28.00
[redacted] - 26.48
 
[redacted] - 80.00
[redacted] - 32.34
[redacted] - 30.00
[redacted] - 21.81
 
Should I provide all the transcripts as well?
Regards,
[redacted]

Hi,I have looked up your order and it was not a billed order.  We had release the authorization charge on your account on 12/30 since your bank did not do it in a timely fashion for you.  Please see attached record that you can bring to your bank.
Thank...

you,
Heather

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

[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 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,
[redacted]

Hi [redacted],
Thank you for contacting ThinkGeek. We apologize that no one has contacted you regarding the return of an item you purchase. I was not able to find any correspondence requesting a return or a refund. I see that you had contacted us about the delivery delay...

of your ThinkGeek order [redacted]. Upon looking into that order, I see that both the original and the replacement order you were sent have been delivered. Did you wish to return one or both of these items. If you wish to receive a refund for order [redacted], both Black Widow Hoodies will need to be returned. If you would like to return these hoodies or any of the items purchased on your other ThinkGeek Order, [redacted], please let me know and I will set up your complimentary return.
We apologize for this inconvenience this causes you. 
Brisbane B[redacted]
Operations Specialist

Hi,I am sorry you had trouble with the shipping on your order.  I see you placed the order on 2/3 and it left our warehouse on 2/4.  Two to three day shipping would bring us to the weekend and this service doesn't deliver on the weekend unless it is scheduled for an extra fee....

 That is why it is not being delivered until Monday.
I can refund a few dollars off the fee to maybe $10 charge to you but we are still paying for your expedited shipping costs.
Thank you,
Heather

Hi [redacted],
We are very sorry that your order did not arrive on time.  The delivery of your order seems to have been delayed by [redacted]. All ThinkGeek orders are subject to a 1-2 day processing time, which is outside of the time spent in transit. Standard shipping can take 2-6 business days to be delivered. Upon looking into your order, I see that it was processed within the 2 day timeframe but delivered in 7 business days. Since the delivery of your order was delayed, a refund of your shipping charges has been issued. You should see this on your bank statement within 5 business days. Unfortunately, we do not have the ability to go back in time to get this product to you prior to your leaving for vacation. 
If you no longer have a need for the item you purchased, please let me know and I will set up a complimentary return for you. I am very sorry for the inconvenience this caused you. 
Brisbane B[redacted]
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 did get a replacement item today. I sent the defective one back and am waiting for word that they got the defective item back and then I will feel safe to say this matter is closed.
I appreciate the Revdex.com help in getting me help.
Regards,
[redacted]

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Hi [redacted].
I sincerely apologize for the delay
getting back to you via email, and for the issues you experienced getting
through to our Customer Care Team.  We had some staffing issues due to the...


inclement weather, so we unfortunately ended up with a large backlog of emails,
which led to high wait times for phone and chat.  I just took a look at your
order, and I see that your return was received by our warehouse on 1/27.  You
should see your refund reflected on your credit card within the next few days,
if it is not there already. 
Customer satisfaction is incredibly
important to us, and I am incredibly sorry for the issues you had with our
return process!  I have issued a $20 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.  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