Think Geek, Inc.

Hi [redacted],
Thank you for contacting ThinkGeek. We apologize for any frustration we have caused you. We have not had any problems in the past with advising customers to reach out directly to [redacted] regarding warranty claims on their products. We are contacting our...

[redacted] representative to see if this policy has changed. I was unable to find any orders associated with your email address containing any [redacted] products. If you could please provide me with the ThinkGeek order number, I can look into this further. I hope to hear from you soon.
Brisbane B[redacted]
Operations Specialist

Hi [redacted].
I am so sorry for the issues you
experienced attempting to return the laboratory shot glasses.    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.
In regards to the "interesting" math
calculation set up by 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 do not have any policy in place to deduct an extra
percentage off of your order total when you return a product.  Unfortunately,
our Return Authorization System allows for manual human intervention to change
the refund amount.  The same, very confused agent set up your return to only
credit back for the promotional price of 1 shot glass, instead of the 7 you
returned. 
Every piece of the return process must
have been completely frustrating for you, and that is not the experience we wish
upon any of our customers.  I have issued a full refund for your order,
including the expedited shipping, as well as a $30 gift certificate (ID
[redacted]) as an apology for this poor 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

Hi [redacted],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 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 $10 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! 
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 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]

[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 am sorry to hear that you had a bad experience shopping with us.  Customer satisfaction is very important to us and we are sorry that we failed to meet your expectations.  I took a look at your order, and I am unable to find a $500 order placed on 11/25.  The only...

order associated with your email address that I was able to locate is [redacted] which was placed on 12/3 at 11pm and was for $257.68.  Is that the order you are referring to, as it does have 2 [redacted] Rebel Mugs?During the holidays, we have a slightly longer warehouse processing time for non-expedited orders, due to the high order volume, so when you placed this order, on the checkout page there was verbiage stating we had a 3-4 day processing time.  Since your order was placed after our 1pm ET order cut off, it was considered a 12/4 order.  It shipped out on 12/8, which was still within the advertised timeframe.  In regards to the delivery, the tracking shows that the [redacted] trash can arrived on 12/11 and everything else arrived on 12/15.  I will definitely pass along your feedback about making the order tracking process easier for customer, as I agree with you on that!I apologize that you were not happy with the quality of our Customer Care Agents.  Though there is really no excuse for poor service, 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 unfortunately result in some less than stellar interactions.  In regards to the promotion not combining with free shipping, we try to make the details of promotions very clear on our website, so I am sorry if it came as a surprise to you.  On the Free Shipping banner, if you click where it says "(click here for details)" you will see the following: (no coupon required; FREE shipping does not combine with other offers).  Also, on the promotion itself, there were details stating that it did not combine with free shipping.With all that said, we really don't like to see anyone walk away from us disappointed, since we consider our customer our friends and we do what it takes to keep our friends happy.  I've issued a $30 gift card, [redacted], as an apology for this 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

The code was: Reject Reason code: [redacted])Request ID: [redacted] 
I hope this helps to go back to your bank with.

Hi [redacted],
Thank you for contacting ThinkGeek. I am very sorry that we were unable to fulfill part of your order and that you have not yet received a refund. I am also very sorry that you have not received a response to your previous inquires and had to resort to filing a...

Revdex.com complain. 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 back to your credit card. You should see the refund on your bank statement within the next 5 business days. I see that we recently received stock of the Tetris Lamp and am sending you one, complimentary, as an apology. Your new order number is [redacted]. You will receive an email receipt shortly and tracking once it has shipped. 
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

Review: After ordering several items from this company on Dec 2 we awaited delivery. After waiting several weeks and no delivery called the company to find out they were never shipped and now were out of stock. I had already paid for the order and that did not notify me of any problem. This is not the first time I have had this problem with this company. This same thing happened to me last year with several orders and this year I placed the orders earlier so I would not run into this problem again.Desired Settlement: I would love to be able to receive the merchandise I ordered and have it on time for Christmas for my children that I have order these items for and have them complimentary this is causing my family undue stress during this time of year. I am very upset and I would like to also like the CEO of this company explain to my children why they are not receiving the gifts they asked for this Christmas.. I hope they have a wonderful Christmas after ruining mine.

Business

Response:

Hello [redacted].

We are incredibly sorry your original order did not reach you! I pulled up the order to investigate, and it does appear there was a problem with it leaving UPS (the status update is not showing any updated or recent activity). During the holidays, carriers do unfortunately have a higher rate of lost packages due to the increased order volume. When our carrier loses a package, we are not not typically notified until a few weeks later, so in your situation, ThinkGeek did not find out this was lost until you contacted us. Upon looking at your account, I see that we have already refunded you for the items that we no longer have in stock, we have sent an expedited replacement for the items that we do have in stock, and we have issued a gift card as an apology for this experience.

We sincerely apologize for the inconvenience this has caused you, but hope your children enjoy the gifts we were able to fulfill. Happy holidays to your and your family.

Regards,

ThinkGeek Customer Service

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

Review: The company offered 20% off $50.00 or more and when I noticed they didn't apply it they said there was nothing they could do. This was about an hour after I purchased the items. They would not honor their own advertising. I asked to cancel and they said they would have to check to see if the warehouse was already moving the items....after an hour????Desired Settlement: Refund my money

Business

Response:

[redacted],

I am so sorry for the negative experience you had placing an order on our website. The promotions we offer are not automatically applied to orders. They require a code to be entered upon checkout. Regardless, when you contacted our Customer Service Department, the agent and/or supervisor should have accommodated you by refunding your credit card for the amount of the promotion, since you qualified for it, & contacted us within a reasonable time frame. I am coaching the staff members you encountered to ensure this does not happen again. The order was successfully deleted by our warehouse and your payment method was refunded.

We pride ourselves on stellar Customer Service here at ThinkGeek, so I want to extend my sincere apologies since we seem to have missed the mark. We think of all of our customers as our friends, and try to do what it takes to keep our friends happy. I am issuing a $20 gift card to your email address for you, or the [redacted] fanatic your were shopping for, to use towards your next purchase with us. If there is anything else I can do to make this right for you, please don't hesitate to ask.

Regards,

ThinkGeek Customer Service Manager

Review: I ordered some items from Think Geek. The order was divided into two shipments. I received the first shipment. I did not receive the second shipment. I used [redacted] tracking and discovered that the shipment had not left Think Geek yet. I called customer service at Think Geek to find out why. When I first called, I was told that there were 25 people ahead of me and there was a 65 minute wait. I thought that was a lot, but I waited. As time went on, the phone updated me: there are 23 people ahead of you with a 58 minute wait. The wait time would go up and stayed usually around 48 to 55 minutes, but the number of people waiting ahead of me continued to go down so I stayed on the phone. After 3 hours and 30 minutes of waiting, I was finally first in line. I continued to wait another 30 minutes. I kept track on Facebook and on my phone of this length of time. Finally after 4 hours of waiting, I heard the line go silent as if someone were answering the phone. I never heard a greeting. The next thing I heard was a busy signal. I had been cut off. I was dismayed. After 4 hours of waiting I had been hung up on. So I went back to the website and tried to go on their customer service chat. I was told there were 33 people ahead of me and the wait time would be 11 minutes. Then it said the wait time would be 18 minutes. I gave up. I still don't know why my package has not left there warehouse, but their customer service is impossible.Desired Settlement: I would like an apology and my order.

Business

Response:

Hi [redacted].

Review: I ordered a gift card for a friend from ThinkGeek back in January (as a gift), order number [redacted]. My friend tried to redeem it recently, but, as he said: "When I tried to redeem it they wouldn't recognize it, but kept trying to tell me that I still have it." He contacted them, and they failed to resolve the issue, so he wanted the gift card cancelled. He then advised me to contact them and ask for a refund. I have contacted them, and they keep telling me that gift cards are non-refundable as said on their website. I would understand that, except that they never actually delivered a working gift card. If they don't deliver a usable product, I should *not* be charged for a product that doesn't work as expected or advertised.Desired Settlement: I would like a refund to my credit card, because the company has already burned bridges with my friend, who no longer has a desire to do business with them after they have failed to resolve the issue.

Business

Response:

Hi [redacted].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 (#[redacted]), 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

Consumer

Response:

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,

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.

Review: I ordered a $100 head set off the think geek website and paid for 2 day shipping. I ordered it on Tuesday, so that means it should of arrived today (Thursday). I even looked on the website for clarification and it said "Delivery by the end of the second business day" and "Guaranteed second-day delivery". It didn't happen.Desired Settlement: I would like a refund of the money I spent on 2 day shipping that didn't happen.

Business

Response:

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 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

Review: I ordered multiple items from the company. Two of those items were part of a set. I was charged $56.61 cents in shipping. One of the two items never left their warehouse and was later reported to me as missing. They refunded the amount for the item and did not refund any portion of the shipping, even though the product never shipped. I contacted them several times explaining this very clearly and their response was that they don't refund shipping, even though they charged for shipping an item they never shipped. I also asked to return the one item that I did receive, regardless of the fact that I had been inconvenienced by having to build it and would need to take it apart and re-package it to return to them, and asked that they pay the return shipping. They refused. So I am stuck with one piece of a matching set, that does not serve my purpose, unless I wish to take it apart, pack it up, and pay about $30 to ship it back to them (with no real guarantee I'd be refunded when it arrives at their end with no original packaging). Just to be clear, the two items from the set shipped separately, so I had no indication I was not receiving the second, which is why I built the first and threw away the packaging. These are two stools from a Star Wars set, meant to go in front of two side by side pinball machines. They informed me they will never again have these in stock, and they are the sole seller of this item that I am aware of. Each stool was far more than 1/3rd of the shipping costs as the 3rd box was much smaller and lighter. So more than 1/3rd of the shipping costs are owed.

They offered me a $20 GIFT CERTIFICATE as acknowledgement of their liability in this matter, but I refused as I have no intention of shopping with them again. I have been a loyal customer of theirs for several years. I believe the $20 should go back on my credit card, which is where they took it from. They took at least $20 to ship an item they never shipped, they should return the $20. That is all I ask for, even though, I am now in possession of another stool that cost me approx. $100 after shipping costs are taken into account. A stool that is no longer functional for my purposes. I now need to purchase 2 other matching stools for my home.

I was very specific with them that I desired the money be returned to my card. I spent several hours, emailing and calling them, and I spoke to no less than 4 of their representatives during this process. I told them my last resort would be to contact the Revdex.com if I didn't hear back from them. I do not abuse this process as you will see based on the fact that this is my first complaint I have ever filed. I just feel as though their behaviour borders on criminal as they took my money for something that was never delivered and refuse to return it to me. Thank you!Desired Settlement: I would like $20 - $120 refunded to my credit card. I am no longer interested in returning the second stool as I have no intention of taking it apart and repackaging it as a result an error on their part. At first I was willing to do so as a means of getting my refund, but at this point I do not wish to do them any favours. They refused to cover shipping costs back to them when I offered, so that offer has expired.

$20 for shipping and $100 for the semi-useless stool I have paid for due to misinformation on their part. I will be happy with $20, but I would never be shopping with them again. $120 and an apology from someone at a supervisory level, might repair the relationship and prove to me they are dedicated to customer satisfaction (and the law!).

Thank you for your time.

Business

Response:

Hi [redacted].

I am very sorry about the experience you have with us. ThinkGeek strives to always provide our customers with a stellar experience, so I was genuinely shocked when I reviewed the interactions that you had with our Customer Care Agents. I am not excusing poor judgement by our agents, but we have just brought on a lot of new Customer Service Agents to help us through the holiday season. Your situation was improperly handled and we take full responsibility for this. We will be coaching the agents you encountered to make sure this does not happen again. We consider all of our customers our friends, and we do what it takes to keep our friends happy. I apologize if that did not happen in your situation.

So far, your credit card has been refunded $82.96 ($59.99 for the stool & $23.97 for shipping). We just got the Darth Vader stool back in stock, so I have arranged for it to be sent to you free of charge (Order #[redacted]). I'm hoping this outcome will surpass your original desired outcome. I left a message for you so please call me if you would like to discuss this further, as I want to do what I can to make this right for you.

Regards,

ThinkGeek Customer Service Manager

###-###-####

Review: I placed an online order on December 4, 2014, for a blanket. The money was taken out of my account on December 10, 2014, and I received a tracking number. I have been tracking it everyday since then and it still shows the package has been processed and is ready for pickup by [redacted]. I contacted the company today and they now tell me the package is "lost" and the item is sold out. I keep getting different answers from them and I don't feel like they are being truthful.Desired Settlement: I want the item I ordered. This was a Christmas present for my sister and it's something she really wanted.

Business

Response:

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!

Review: On November 25/26 I placed an order with Thinkgeek.com. On November 27 I received an email that my item has shipped via [redacted]. I have check the tracking number everday since then and the only update was posted on November 27 stating order information has been received. On December 9 I contacted thinkgeek.com via chat support which took over an hour to get ahold of. I informed the helper of the situation and they gave my the run around and never told me if my package truly shipped. The person stated as of December 9 my item was out of stock. Therefore when I placed my order back in November when it was instock it couldn't of shipped. Which does not make sense. Also, according to their website it states they will not charge for the product (s) until it has shipped. Which I have already been charged.

My product should of been here within 7-10 days and it has been over two weeks.

Before all this mess I placed an order on November 30 and have already received it. I don't understand why I have not received a product that I purchased before then.

Also, according to their social media accounts multiple customers are complaining of the exact same problem.

Business

Response:

Hi [redacted],Our apologies for the package never

making it to you, and for the poor bad experience with our agent! Customer satisfaction is very important to us and we are sorry that

we failed to meet your expectations. 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,

with the carrier.

Review: I ordered from their site and the delivery was slotted to an old address. This is add as it didn't default to my billing address. I noticed within a couple hours and contacted them via chat where they said it was too late to change or cancel the order. Now this would make sense if everything was about to get right on a truck and ship out. However, that wasn't the case. It took two days before the products shipped. I should note that I contacted them twice before it shipped to resolve this. I also contacted [redacted] whom said all thinkgeek.com had to do was log in and change the delivery address. I sent another email to thinkgeek.com and they offered me a gift card worth $10. I don't want $10; I want my money back.

Here are the statuses that they have for orders:

New - Your order has been accepted and will be processed soon.

Processing - Your order has been transmitted to the packing/shipping department (or one of our distributors), and our warehouse monkeys are gathering all of your goodies and preparing them to be shipped.

Partial Shipment - Some of the items have been shipped. Your credit card has been fully charged at this point.

Shipped - Your order has been fully shipped. Your credit card has been fully charged at this point.

Canceled - Your order has been canceled, and your credit card has not been billed.

I contacted them while it was processing. They could have stopped "gathering goodies." I hadn't been charged. I requested they stop and they didn't. It's just unacceptable. Now I don't know who will even get that package.Desired Settlement: Refund the card for the full amount

Business

Response:

Hi [redacted].I am very sorry for the difficulties you had placing an order through our website. Though there are multiple opportunities to update your shipping address during the checkout process, I can understand the frustration of knowing that you paid for an order that you cannot retrieve. We do our best to create a stellar shopping experience for our customers, and it makes us sad pandas if one of our customers walks away unhappy. Since we love you, and want you to get your stuff, I have refunded your order in full. During your interaction with our Customer Care Department, you were issued a $10 gift card. Please feel free to keep that and redeem it towards your next order with us. Next time, just make sure you check the shipping address before you hit the "Place Order" button.If there is anything else I can do to make this right for you, please don't hesitate to ask.Regards,[redacted]Customer Service Manager

Consumer

Response:

[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.]

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,

Review: Between myself and three other family members, ThinkGeek promised us over 300$ in gift certificates for items missing from orders we had placed, as well as products that did not arrive in the time issued on their website. We have been attempting to contact them for three weeks now, and the agents of Thinkgeek keep saying that "Corporate" will contact us. This has not happened.Desired Settlement: We no longer wish to have any gift certificates for Thinkgeek, as the company has proven to be a terrible one, but would rather have the 300$ credited back to the [redacted] account.

Business

Response:

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,

ThinkGeek Customer Service Manager

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

Review: I received an email from UPS that my order was delivered to [redacted]. The correct address is [redacted]. Since my shipping and credit card address are different, I went to my house to see if perhaps it was delivered there. I then walked down the block but no house show an address of [redacted], so I don't know where the package was delivered. I call ThinkGeek and told [redacted] that the package was not delivered to the correct address and I would like it resent since there was a chocolate rabbit in the package so it would be melted if it was sitting on someone's porch in the hot sun. He told me it they would not resend or issue a credit since it was my fault the address was wrong. I tried to look up the order on my end but it did not show the address it would deliver to. The offered no solution whatsoever to me as a customer. I am disputing the charge with my credit union.Desired Settlement: I would like a replacement, refund, store credit something other than it was my fault!

Business

Response:

Hi [redacted].

I'm sorry to hear about your experience with ThinkGeek. When you created the order, it looks like you accidentally entered the wrong street address ([redacted]. The call center was correct in telling you that we do not refund orders when the error was not made by us. However, I feel like it could have been handled better by the Customer Service Agent, so I am going to follow up with him regarding how to treat these situations more delicately.

As an accommodation, I have issued a replacement order, [redacted], going out to the correct address. If there is anything else I can do to make this right for you, please don't hesitate to ask.

Regards,

ThinkGeek Customer Service Manager