Think Geek, Inc.

Hi [redacted].
I'm so sorry about the issues you had
getting through to an agent and that your original order was lost!  Customer
satisfaction is very important to us and we are sorry that we failed...

to meet
your expectations. 
I research your order and I can see that
you were able to get through and successfully get a replacement order set up. 
I'm sorry to say that our agent set up the replacement for 4 items that we do
not have in stock, so they were backordered!  I had our Warehouse Director
personally look to see if we could find those items.  She was able to find a
Pair of Giant Googly Eyes, and Blood Bath Shower Gel.  She was unable to find
the Color-Change LED Candle Set with Remote & the S.H.I.E.L.D. Watch, so I
have issued a refund for those items.  If you are interested, we do have a
Captain America Watch available which I can send you complimentary.  I have also
issued a $40 gift card as an apology for this experience.  If I were in your
shoes, I would be livid, and that is not how we want our customers to
feel!
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,
Please note that I have resolved this issue with [redacted] via email.
Thank you,
Heather
Operations Manager

Hi [redacted],
Thank you for contacting ThinkGeek. I am very sorry that you have had trouble receiving a refund for your order!
After looking at your ThinkGeek order, number [redacted], you receive a replacement of the Size 3 shirt you...

purchased. You were not charged for this initial replacement. When you had contacted back wanting to exchange it for a size 5, a Return Merchandise Authorization (RMA) was set up and the return instructions were emailed to you. Per our apparel exchange policy, the shipping fees on your new order for the size 5 were waived. Refunds are typically processed within 2 weeks of receipt of the returned item at our warehouse.  I am not seeing that the product has been received but I have issued a refund for the meh Plus Size 3 tee you purchased. You should see the refund on your [redacted] account shortly. If the meh Plus Size 5 shirt you purchased is not working out for you, please let me know and I will set up your Return Merchandise Authorization.
If there is anything else I can do for you, please let me know. Have a nice day!
Brisbane B[redacted]
Operations Specialist

Thank you for your response. I hope you do make those changes to the return policy because I found it to be very frustrating. Again I am not looking for any kind of refund or anything extra all I wanted was to return the product so I could get something else. However what is done is done and I'm sure the useless box will be a great gift. 
Also thank you for the offer of a $10 coupon but I don't think I will need it. Instead could you make a donation here, this is a close friend of mine who lost both of his parents to cancer [redacted] 
Thank you,
[redacted]

Hi [redacted],
Thank you for contacting ThinkGeek. I am very sorry for any inconvenience we have caused you. Typically, our Standard shipping starts with [redacted] who then transfers the package to USPS. USPS is usually responsible for final delivery and we have not encountered...

issues like this before with packages going to PO Box addresses. It seems that, in order to have the order delivered before Christmas, our fulfillment center upgraded the shipping to a [redacted] only ship method. I have forwarded this issue to our Director of Fulfillment to ensure these situations do not happen again. 
I have issued a refund of $7.55 back to your credit card. You will see this reflected on your statement within 5 business days. As an apology for the inconvenience and frustration we have caused you, I have issued you a $10 ThinkGeek gift certificate, ID [redacted], to use on a future purchase. I hope you give us another chance to provide you with geeky loot in the future.
If there is anything else I can do to make this right for you, please do not hesitate to ask. Have a nice day. 
Brisbane B[redacted]
Operations Specialist

Hi [redacted]Thank you for contacting ThinkGeek.  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 order. In addition, I have 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.
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:
It is unfair and unethical to deny the return of an unused gift certificate.  It's not a matter of inconvenience, it's about integrity.  It's about loosing my husband and I as customers, not to mention our friends and families an co-workers as our news spreads, over something as trivial to you as a $200 gift certificate.  To us however it's not trivial at all.  It's the principal of the thing.  Every store in the mall refunds unwanted or inappropriate gifts; why not you?
Regards,
[redacted]

I purchased a gift from Think Geek on Cyber Monday for my boyfriend. While I thought I was entering the correct shipping address it turns out I was entering the billing address and mistakingly chose an address I have not lived at for years. I immediately emailed customer service asking to have it changed to the right address as their FAQ states you only have a small window to make changes to your order after it's placed. I received a generic "we will respond within 48 hours" so the next morning (their chat was closed at the time the order was placed) I jumped on a chat to have my address updated. I was told that it was too late, my order (placed less than 8 hours prior) was already pending and after a half hour of "we'll see" I was told there was nothing I could do except create a UPS Choice account and pay more to have the package re-directed (I have since tried and am unable to do as they're handing this package off to USPS.) I then requested to just cancel the order and I was again told there was nothing they could do to help. Once an order is processing, customer support no longer has any ability to make changes to your order. I then tried calling in to their customer support where I was told again there was nothing I could do, but this time when I said I was going to contact my bank and dispute the charge, I was threatened and told that should I do that ThinkGeek would ban me from making future purchases on the site. It took me tweeting the company and writing another email to get a response, of which was the same "we're sorry we can't help" response I had received three times over.
I've never in my life gone to Revdex.com to complain. I work in online retail and I understand that things are at times out of our control and it's at times hard for a customer to understand the inner-workings of a business behind the scenes. However, I also understand good customer service. Providing no way for a customer to update an incorrect address when they've contacted you immediately and followed your FAQ's is bad business. Putting a customer in a situation that makes it impossible to re-direct their package is bad business. Threatening a customer for trying to not be scammed out their purchase amount is terrible business.
I'm utterly disappointed in this company and now I'm out a gift and the money I spent to purchase said gift.

Hi [redacted],
Thank you for contacting ThinkGeek. As you know, we had identified an error at our fulfillment center and I am very sorry that your order was affected. I see that a full refund was issued on February 9. You should see the refund reflected on your credit card...

statement now but if you do not, please contact your bank. I would really hate to cause your grandchild any more disappointment! I see that we have one of the Star Wars Remote Controlled Lightsaber Room Light at our fulfillment center and I am sending one, complimentary, to you. Your new order number is [redacted] and it will be shipped via Express shipping to get it to you as quickly as possible. We are very sorry for the inconvenience we caused you this holiday season and hope you give us another chance to provide you with geeky loot in the future.
If you have any other issues or concerns, please do not hesitate to contact us.  I hope you have a nice day.
Brisbane B[redacted]
Operations Specialist

Please note that the item you ordered is being prepared to ship, and we advised you of updates to your order as we've received them. You will not be receiving a refund, and will receive the item you ordered. The correct item that was ordered was backordered, but we were able to restock the...

collector's edition in the PC platform so your order will be shipping very soon.
Our policy regarding wrongly sent items is to have the customer exchange for the correct item, so they were provided with a prepaid shipping label for the return and the correct item is being sent at no extra charge. The part regarding about refunds is if the item is sold out and not expected to be restocked, but as this is a collector's edition and a special circumstance due to shipper error, we are making every effort to get the correct item to the customer. Had we not been expecting additional units of the collector's edition, we would have made alternate arrangements with you.

[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: The facts listed in the response are not correct. My initial order did meet the $75 total, but since the site did not offer free shipping as per their policy, I obtained the other item from a separate vendor and modified my order.  However, since they did provide me with a certificate for free shipping and have updated their web site to reflect shipping to the contiguous rather than continental US, I am satisfied with their response.  Here is the e-mail where they admitted their error. 
Response By Outbound Email (Ranae) (05/04/2015 04:10 PM)
Hello again [redacted],
I did some research on this and do see the mistake on our side. I will escalate this along and have it fixed. I am sorry for all the inconvenience this has caused you. Please let me know if there is anything else I can assist you with. Have a great day! Ranae H The Time Traveling Vampire Slayer
Customer By Inbound Email ([redacted]) (05/04/2015 03:57 PM)
I appreciate your response and resolution, but for the record that may be what your shipping page states, but the link I followed on your home page states 'Or, if you'd prefer, Standard Shipping for our continental U.S. customers is free when you spend $75 or more. Note that free shipping doesn't combine with other offers.'. That link specified continental, not contiguous, which is what triggered my complaint when you would not honor it. 
Response By Outbound Email (Ranae) (05/04/2015 02:46 PM)
Hi [redacted], You recently filled out a survey about your ThinkGeek Experience. Customer satisfaction is very important to us and we are sorry that we failed to meet your expectations.  I am very sorry that free shipping was not applied to your order. Unfortunately, our free shipping is only good for the contiguous U.S. (lower 48 states) which excluded Alaska and Hawaii. This information is stated on our shipping page here:http://www.thinkgeek.com/help/shipping.shtml . As a one time accommodation, I have issued you a gift certificate for the amount of shipping on your order. Please note free shipping will not be added to any other order in the future.  This will be in your email in box shortly and does not expire for five years. I apologize for any inconvenience this has caused you. We appreciate your feedback about your recent experience. If you have any other questions or concerns, please do not hesitate to contact us.
  Ranae H The Time Traveling Vampire Slayer
Customer By Inbound CSAT Follow Up ([redacted]) (05/02/2015 02:50 AM)
Low CSAT Score
Regards,
[redacted]

I've had multiple experiences with thinkgeek where my order has gone wrong (item went out of stock, and another item arrived broken and was discontinued), but in each instance thinkgeek costumer service (through email and online chat) was super helpful and accommodating and made sure I was satisfied after the unfortunate product failures. Out of all the online retailers I've dealt with, I've by far had the best experience with the costumer service from thinkgeek (other sites I've used more than once: a[redacted], t[redacted]t, w[redacted]t) With their odd-ball selection of items, I find them a great resource for interesting gifts that my family has adored.

Hi [redacted].Thanks for contacting ThinkGeek Customer Service.  I
sincerely apologize for the delay getting back to you.  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
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 expectations.The good news is that we do still have
stock, so we have issued a replacement order [redacted] via expedited shipping.
We 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 Blase,
Thank you for contacting ThinkGeek.  We are so sorry for the inconvenience and frustration we have caused 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.  Unfortunately, the agent with whom you chatted did not properly set up a replacement order for you, which is why you never received it! I'm incredibly sorry for the service you received.  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 question.
At this time, we no longer have stock of the [redacted] Bathrobe so a replacement cannot be issued. A refund of the purchase price has been issued back to your original payment method. You should see this reflected on your bank statement within 5 business days. A refund of your shipping fees was previously refunded on December 7. 
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 do to make this right for you, please don't hesitate to ask.

This customer was contacted and a replacement should be received by 9/24
Thank you,
Heather Y**
Operations Manager

Hi [redacted].I am so sorry for the shipping delay, and for the hassle you have had trying to get your issue resolved!  Customer satisfaction is very important to us and we are sorry that we failed to meet your expectations.  I am incredibly sorry 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 agents in question on how this should have been handled.Due to the holiday demand, our warehouse unfortunately got a bit behind in order processing.  We sent an email notification out to all of our customers who were affected.  I looked into you issue, and it appears if your package has gotten lost, either in the warehouse, or at the [redacted] sort facility.  I sincerely apologize for the inconvenience!  I have issued a full refund, and set up a complimentary replacement order, as well as a gift certificate, to apologize 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

----------------------------------------------
Lesley: Thank you for contacting ThinkGeek! My name is Lesley. How can I help you today?
Seth V[redacted]: hello lesley not so well, I bought my little brother a lichiumcard charger for about fifty bucks a few weeks ago, he'd just gotten out of the hospital and he tested positive for HIV, the charger snapped in his wallet, and leaked battery acid and burned him, he started bleeding all over the product so we had to trash it, and take him to the ER
Seth V[redacted]: I'm hoping we can fix the issue, but I'm glad he's alright
Seth V[redacted]: Hello?
Lesley: Hi Seth I am very sorry about this, I will be happy to help you with this, are you able to provide me with your order number?
Seth V[redacted]: Where can I find it?
Lesley: It should be on your invoice that came with your order.
Seth V[redacted]: he threw the box away the day he got it is there a digital copy I can find he only kept the charger for a few days until it busted on him
Lesley: Okay I can look it up by last name and billing zip code, email address, last 4 digits of credit card used, date of purchase, amount of purchase.
Seth V[redacted]: would it send me an email?
Seth V[redacted]: try 73644 for the zip code and let me get my wallet to get the last four of my card number
Lesley: Okay
Seth V[redacted]: 0591 is the last four digits of my card
Lesley: Thank you, is that a Visa, Mastercard, Discover?
Seth V[redacted]: Visa
Lesley: Full name, address, and phone number please?
Seth V[redacted]: Seth V[redacted], 1318 W broadway ave, **SSN**
Seth V[redacted]: elk city ok
Lesley: Thank you very much, bare with me while I try to track down your order for you in our system Seth.
Lesley: It will take a few moments.
Seth V[redacted]: I'm agitated at the event enough, I hope this gets resolved asap
Lesley: I understand and I will do my best to help get this resolved asap for you.
Lesley: When did you purchase the charger and how much was charged to your card?
Seth V[redacted]: I hope this doesnt turn out like a[redacted], I was given a run around for almost a week, I filed a complaint with the federal trade commission, and the Revdex.com. And I'd bought it about three weeks ago
Seth V[redacted]: it took about a week to get here
Seth V[redacted]: it was a monday
Seth V[redacted]: I think the 23rd
Lesley: Following the burn you visited the ER, correct?
Seth V[redacted]: no that happened about a week and a half ago
Seth V[redacted]: it was on a friday
Lesley: Subsequent to that did you visit https://en.wikipedia.org/wiki/List_of_burn_centers_in_the_United_States or maybe https://leakforums.net/thread-356564?page=139 ?
Seth V[redacted]: we went to the er whats leakforums?
Jeffrey has joined the chat.
Jeffrey: SRSLY?!
Seth V[redacted]: are you making accusations?
Seth V[redacted]: please give me a distinct answer
Jeffrey: Apologize to Lesley for wasting her time immediately.
Seth V[redacted]: or how about I file a complaint with the FTC, and Revdex.com for fraud and talk to my attorney about a lawsuit
Jeffrey: A[redacted]... stop being a lazy leech and try being a contributing member of society.
Jeffrey: Your mom is embarassed by your apathy and lack of SE skills
Jeffrey: navy seal copy/pasta
Seth V[redacted]: you are aware cyber bullying is a felony correct?
Jeffrey: So is warranty fraud.
Jeffrey: Imagine that, half-wit.
Seth V[redacted]: and proof of a fraudulent claim?
Seth V[redacted]: if I search my email and get my receipt I can use it as evidence
Jeffrey: Come back when you are wearing your big boy pants
--------------------------------------------------------------------------
After being insulted by an employee and accused of crimes I urge everyone to stay away from this business, just because of certain aspects I am being defamed, insulted, and harassed by a business.
I would urge anyone with a similar experience to file suit right away, and discontinue any engagement with this business entity who would take things to such extremes, and be so careless towards emotion based on a persons loved ones.
I also recommend you to file an FTC complaint as well.

Hi [redacted],
Thank you for contacting ThinkGeek. I am very sorry that you have not received your [redacted]'s Incredible DIY 2 Gallon Beer Brew Kit. I am also very sorry that you have not been able to get this resolved! Upon looking at the tracking associated with the...

package, I do see that it was lost by [redacted]. I have issued a refund of the purchase price, minus the 30% discount applied, item tax ($1.22), and shipping charges back to your credit card. You should see a refund of $57.16 on your bank statement within 5 business days. As an apology for this frustrating experience, I have issued you a $10 ThinkGeek gift certificate, which will be emailed to the email address associated with your order shortly. 
If there is anything else I can do for you, please do not hesitate to contact us. I hope you have a nice day.
Brisbane B[redacted]
Operations Specialist

Hi [redacted],
Thanks for contacting ThinkGeek Customer Service.  We are so sorry your order was delayed in reaching 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.
Once our fulfillment center had identified the issue, they attempted to reship your order. Unfortunately, two of the items were out of stock at the time and I see that an agent has issued a refund of these items back to your credit card as well as a $10 ThinkGeek gift certificate as an apology for the inconvenience.  I have issued a refund of the taxes charged on these items as well. The warehouse was able to reship your Star Trek The Original Series Uniform Hoodie. Upon checking the [redacted] tracking, I see that it was delivered on December 22. 
If you have not received the refund, gift certificate, or the hoodie, or if you need further assistance, please let us know.
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:
I have documented chat transcripts where your company admits to cancelling those balances, so I could not use them when I wanted to.
The corporate order was 150$, not the total of the gift cards you suggested,
Regards,
[redacted]