Think Geek, Inc.

Review: I ordered on November 28th and I have never received my item. I contacted ThinkGeek and they said it never left the warehouse. They sent out a another, but it has never left the warehouse again.

I have tried to contact them, but there is a 2 plus hour wait on the phone and on the internet. I have not received a return email. 2 lost orders.Desired Settlement: I want my 26.94 refunded. I want a apology and some sort of compensation.

Business

Response:

Hi [redacted]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.

Review: My fiancé bought a product from this site that we had already purchased elsewhere because the site was having so many glitches. He forgot that we bought it somewhere else so we tried to contact the company and they never answered the phone after 20 minutes. This was after 2 calls, 2 live calls, a post to their [redacted] page and I believe 4 emails with no response to any of the methods of contact. After clearly emailing them stating that we wanted to cancel our order and never purchase from this company again; before anything was processed and shipped by the way, They never replied or called back and still processed and charged our credit card and shipped the product even after 4 days of emailing the cancelation. I have seen many reviews on this company too saying that they won't return most items and will make you pay the return shipping, and this I will not do after trying to cancel before well before the item was even shipped to the warehouse. I am extremely disgusted with this company. Thank you.Desired Settlement: I would like a total refund for the items and shipping that I was charged and to not pay return shipping.

Business

Response:

Hi [redacted].I am sorry for the issues you experienced! I noticed that I have already contacted you via email to try to resolve this. I look forward to getting this taken care of for you as soon as possible!Regards,Eva E[redacted]Customer Service Manager

Review: I ordered order # [redacted] on 11/11/13 with two promo codes that brought my $240 total (Customizable Aperture Science Handheld Portal Device & Flips Hybrid HD Headphones) to $120 + $13.02 Sales Tax + $17.14 for Shipping.

Instead of fulfilling this order the company who apparently did not want to discount my merchandise so much, decided to deliberately mislead me (and judging from internet forums many others who used this promotion) by claiming that "Our records indicated the billing address entered on the order does not match the billing address that your financial institution (bank) has on file for the card. For this reason, our verification system wouldn't permit the order to be finalized." ([redacted])

I've had checked with the credit card (from [redacted]) used to place the order and the transaction was approved by them, with no issues found with my address.

I contacted with [redacted] & the supervisor [redacted]. None were straight with me, why they canceled the order.

I understand that companies make price mistakes, or promotion mistakes. But instead of admitting a price/promo mistake (and canceled based on that reason), Think Geek, Inc fabricated a reason why the transaction did not go through. Their reason could had made some people believe they were victims of identity theft and cause them unnecessary anguish. Such an deceitful cover-up of their own mistakes is unbecoming of a company holding A+ rating at Revdex.com.Desired Settlement: I want the order# [redacted] to be fulfilled under the terms originally agreed to.

Consumer

Response:

From: [redacted] <[redacted]>

Date: Fri, Nov 15, 2013 at 1:15 PM

Subject: My dispute with ThinkGeek has been resolved

To: [email protected]

Just letting you know that the company resolved my dispute.

Thanks

Business

Response:

Dear [redacted],

We are sorry for any inconvenience you experienced while trying to place an order on our website. We show that you contacted us on November 15th and were able to successfully place your order. We consider this complaint resolved, since we were able to fulfill your desired outcome. If you feel otherwise, please let us know.

Regards,

ThinkGeek Customer Service

Review: I have attempted to contact ThinkGeek three times over missing merchandise. I ordered a zip hoodie on 11/26/14. My order # is [redacted]. I received a confirmation email on 11/28 with shipping information. However, it has still apparently not shipped. When I try to track the shipping, I am connected to the [redacted] site, which informs me that a [redacted] label ha been created, but that my item has not arrived yet at the shipping facility. The shipping tracking # is [redacted]. I sent an email on 12/5 to ThinkGeek's customer care team inquiring about the item. I received a $5 gift credit by email on 12/7, but was told to wait patiently, noting that shipping can take up to 10 business days. It has now been longer than that. So this morning (12/13), I tried calling the customer care phone number. Much to my dismay, there was a long queue, but I decided to wait. There are less than two weeks until Christmas, and I really need to get this sorted out. So I set my cell phone down, with hold music playing on the speaker phone, and waited. And waited. For FOUR HOURS. Really. It took four hours to get through 24 callers ahead of me. And when I was finally next in line, the employee who tried to pick up my call inadvertently disconnected me. I was enraged! So I attempted to contact the company through their website. There is absolutely no way I'm waiting on hold for that long again, and the live chat has a similar wait time. I'm disgusted with how I'm being treated, and demand resolution to my issue. I need my item shipped. And if the first one has been lost, then they need to ship me a replacement item, and overnight it so that it gets here before Christmas. This is just inexcusable. Positively the worst customer service experience I have ever had.Desired Settlement: I need the item I purchased to be shipped to me as soon as possible. It needs to arrive before Christmas. And if that isn't possible, then they need to issue an immediate refund. Either way, they also need to apologize.

Business

Response:

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.

Review: I placed an online order with Think Geek on 12/1. My credit card was charged for the order on 12/2. After two days, I noticed the item was still in processing state with no tracking information was available. I called on 12/4 to find out why this was the case. I was told they would be contacting the warehouse but could not give me any additional information. I called again on 12/6 and was told that they contacted the warehouse, and I would hear back in 24 hrs. I received a notification that it would be shipping with in 24 hrs. As per their website, I expected an email to alert me to a change in status and to provide a tracking label. As of today, the company has merely printed a label. The item has not been shipped. I've now been told this can take an additional 10 days to be delivered. This is not what is provided on their website. It says that processing should take 1-2 days and that shipping (which takes place after processing) will take 2-6 days.

In addition, their shipping page alerts customers that you will not be charged until the item is shipped. As explained above, I was charged on the 2nd and the item still has not left the Think Stock Website. I have tried to get this issues resolved or find a solid answer for several days. I've spoke with several representative, I've emailed, and I've tried to chat with a cs representative several times but they stop responding. I can provide screen shots of each attempt as well as theit shipping information.Desired Settlement: I'd love to be refunded for the complete waste of time and energy this company has provided, but I'd be happy if they appropriately update their shipping page to reflect their actual practices. This is specifically true for their charging policies.

Business

Response:

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

Review: I paid $6.64 for economy shipping for the products that I purchased on 2/26/14. I received a notice on 2/27/14 that my items had shipped via [redacted]. Today is 3/1014 and I have not received my items.

I checked my [redacted] tracking today and it indicated that the package was delivered to my local post office on 2/28/14. According to my new USPS tracking number, the package they received was only 1.5 lbs (not possible for what I ordered) and on 3/3/14 the packed was reportedly refused by my building. I live in a high rise building in the city of [redacted] with a 24 hour doorman; packages are never refused. I confirmed that the doorman on duty that day that he did not refuse any packages. Not only did I not receive my package, but the post office indicated that the sender requested the package be returned to them.

ThinkGeek, Inc. said they are willing to refund my money, but not until they receive the package back. The package has been in transit since 3/3/14 when it was supposedly refused by my building. I have concerns that this company is scamming its customers. I am doubtful that I will receive my products or my refund.Desired Settlement: The desired outcome would be for ThinkGeek to replace my items immediately without any additional charge to me. If they are unable to replace the items, a secondary outcome would a full refund for both my products and the shipping charge I incurred. If I don't receive my products or a refund by 3/17/14, I will be contacting the police about this experience.

Business

Response:

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

Was a loyal customer for years but recently my item was never shipped. Had the post office check twice and was told by the post office that Think Geek purchased a label but the item was never received for shipping by the post office. Called customer service and was told I could order the items again or wait 8 business days for an "investigation". Customer service was extremely rude. Concerned the items I tried to order would be out of stock by the time the "investigation" was complete and my money refunded - was told they had tons in stock - yet the refund would be given after all the holiday sales coming next week. Fallout is extremely popular right now so I really doubt the items will be in stock at the end of the month. Now I am out over $100, a Christmas Gift for my fiance and I have to sit here and wait for this "investigation". I can't afford to purchase this item again. Ridiculous. Horrible customer service and won't ever be purchasing from Think Geek again.

Their shipping practices are a complete scam. I ordered something from them on a Saturday and they didn't get around to shipping it until Tuesday(maybe it still hasn't been picked up yet even now on Tuesday around noon). Despite me paying them an extra 12.99 for expedited shipping. So for 12.99 I won't get my order from them within 7 days from order to receiving. That is unacceptable and I refuse to order from them anymore.

Review: On 07 Dec 2014, I placed an order with Think Geek, Inc, from their website. I got the receipt from Think Geek and [redacted], and I also received the email on 12 Dec 2014 that my product has shipped. I checked the [redacted] site and the tracking information showed that the order had been registered, and the tracking number is (you'll have to ask me for the tracking number because your system rejected the tracking number, saying it's a credit card number). If you verify that tracking number at the actual [redacted] website, it's still there, like they have not even received the package, it has not been delivered. I have asked for updates on my order several times, maybe 4 or 5 times already, and I have yet to receive an email.Desired Settlement: I ordered this item because it is something my son asked for Christmas. Christmas has come and passed and still nothing. At this point, I just want our order delivered. I ordered it because my son wanted it, and the least they can do is to deliver the product. I want an email verifying that the product has shipped, and should be reflected in the carrier website as actually received and on its way. I want my ordered product.

Business

Response:

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.

Review: I needed to return items within 90 return period, but was unable to get my RMA code online, like the website indicated I could do, in order to make return. For assistance, I was unable to reach customer service via phone, chat online, or email. I still have not been able to speak to a representative as of 1-27-15. I have been trying to get in touch since 1-5-15. On 1-8-15, I went ahead and mailed return items to the company's return address, and I am hoping to receive full refund since I sent my items back within 90 day time frame. If I do not receive prompt response/refund, I will never purchase from this company again.Desired Settlement: Full refund, explanation and/or apology.

Business

Response:

Hi Danielle.

Review: I have called up ThinkGeek three times now to try to resolve this on a lower level. I have also sent them an email from their website in regards to getting this resolved. This is what has transpired. I have spoken to their "customer service" in the Philippines twice now one Dec 3, and they have hung up on me BOTH times after leaving me on hold for over 30 min. I got their location from asking, but when I requested their names and employee numbers again for my records they refused to give it. I also called today (Dec 8th) and spoke with a supervisor named Tony, employee #[redacted]. I was calling in regards to getting a refund on my Shipping and Handling on my recent purchase. My order number is: #[redacted] . According to their website, I ordered it on Nov 29th (Saturday), and you shipped it off on Dec 1st. According to the [redacted] website, it was processed on the 30th (Sunday), and Tony verified that it was also processed on this date. I paid for two day shipping. Their website states "..Express (1-2 days after processing)..." According to [redacted], it won't get here until the 5th. That is NOT 2 day shipping. That is NOT what I paid for. Their customer service representatives kept telling me I need to contact the courier, that it's the courier's fault. I'm sorry... that is not legally my responsibility as I do not have a contract through them. I have a contract through ThinkGeek and that contract stipulated that I would get 2 days shipping. If the courier screws up or if ThinkGeek didn't actually process as a 2-Day shipping is not the fault of the customer. According to UCC Article 2 "... seller's obligation to deliver does not end until the goods are delivered to the buyer."

Since I paid for 2 day shipping, and their website indicates that it was shipped on the 1st, then it should have been here [redacted] today (Dec 3). If it goes by what their website also says about 2 days after processing and Tony verified that it was processed on the 30th, then it should have been here by the 2nd. I also have formally and officially, in writing, requested that I get a refund for a shipping cost that did not happen according to their website. Their customer service wanted to give me a gift card, but that is not acceptable restitution. As of this time, I can only trust that ThinkGeek would "process" my order and not deliver their products as agreed since that is currently what has happened. I gave ThinkGeek until Dec 5th to contact me and refund that money, or else I will be taking this situation to a higher level to include the Revdex.com and higher is need be. I'm sorry that it has come to this as I enjoyed the look of their products and looked forward to future purchases, but this situation has completely left a sour taste in my mouth for your business practice and who you contract with your customer service.

[redacted] Tracking stated that it wasn't picked up until the 3rd of December. Why did this not get picked up until 2 days after it was processed? That is a problem with ThinkGeek, their Warehouse, and their contract with [redacted]. That is not my responsibility but ThinkGeeks to ensure their contracts and agreements are met. [redacted] then stated that they received the item on Dec 5 (Friday) as expected at 0811. They then scanned it out for departure at 0908. For some reason, they rescanned it in at midnight Dec 6th at 0004 stating severe weather hindered delivery. This I know is a lie since I was here all day and live 10 up the road from the [redacted] warehouse/airport. However, this is another situation that is still beyond the initial point here. ThinkGeek agreed to produce my product and have it to me in 2 days from processing. It was processed on the 30th, and shipped on the 1st according to ThinkGeek's website. After that point, anything that happens with [redacted] is between [redacted] and ThinkGeek.Desired Settlement: I would like a refund for the shipping and handling that I paid since it did not happen at any point and time. I would like to keep the products that I paid for, but just get the refund for my Shipping of $26.24 according to my receipt. I have screenshot of each of these pages where they explain their process, purchase order, receipt, and [redacted] shipping. That is all I was ever asking for, was just for them to abide by their agreement and refund what they failed to produce.

Business

Response:

Hi [redacted].I'm sorry for the issue that you had! It look like your problem has been resolved at this point. If that is not the case, please let me know and I will take care of you.Happy holidays!Eva E[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: I have used the ThinkGeek website to try and buy a gift for my Husband for Christmas and I must say I am very unhappy with the website and the people in the customer service department. I have tried to place one order and it gave me an error and the customer service rep. told me to use a different browser so I did the website gave the same error and called back they told me again to try a different browser so I did. After the 3 or 4th time of try to order the gift, I checked my bank account and the ThinkGeek website had placed every order and wiped out my bank account. I call the ThinkGeek customer service asked them to delete the orders and then my bank, I then had to go over 7 days before the money was returned because of the ThinkGeek website. This was all back in November. December 4th I thought I'd try again to order the GCW-Zero open source game console my Husband wanted. This time my order was declined and the ThinkGeek website sent me back to the cart screen needless to say the website still charged my bank account. I called customer service told them to delete the order and that I would try to order it over the phone. First I talk to a supervisor which to my surprised he didn't know anything about the products and so I was transferred back to the customer service rep to order my gift for my Husband after giving her all my information she then told me, my order was declined for a second time I then told her to cancel everything that I would be calling my bank. I proceed to call my bank and they tell me my orders were excepted company has $299.98 sitting somewhere. I only wanted 1 item that cost $149.99. I have tried to resolve this issues with the website today I was sent and email for $10.00 off a purchase of $60.00 or more but the coupon does not work with the free shipping over $75 dollars I feel that this is a rip off as my husband and I have had to go with out money due to having to wait for our bank account needing to be refunded. so to purchases the item I'd pay $1499.99 - $10.00 = $139.99 + shipping $6.95 = $146.94. Now that is only a $4.00 saving. Thank you for taking the time to read this.Desired Settlement: I really only want my money back now. I don't feel that the stress of trying to get this one item is worth what I have had to go through. As every year my husband ask for one item for his birthday/Christmas gift and every year I have given him what he has wanted because it is one thing and it was easy to find. I spend more time shopping for our daughter than him so when he ask me to try and get this one gift I was excited I knew how much it would mean to him. I love to make him happy but this is to much stress to deal with. He has even agreed this was to much of a hassle. Please go check out the complaints on there Facebook, it is sad to see so many people having the same problems I have had to deal with, Check the website maybe it won't give you errors or tell you your order was declined and still take money from your account. Thank you for taking the time to read this even if it has no kind of impact, I felt this needed to be stated to someone.

Business

Response:

Hi [redacted].I am so sorry to hear about the issues you had checking out. Customer satisfaction is very important to us and we are sorry that we failed to meet your expectations. We have an order verification system that all orders must go through before they can be fulfilled. It passes all orders through address verification as part of the process. In your situation, our system was showing that your billing address did not match the billing address on file with your financial institution. Due you being a first time customer, and ordering a product that has a high fraud risk, the system was rejecting your order. I'm sorry for all of the hassle you have gone through trying to place this order. If you are still interested, I have marked you as a verified customer in our system, so you should not have any additional problems placing orders on our website. I have also manually reversed the authorization holds that were on your account, so the funds should be released.I have issued a $20 gift certificate as an apology for this frustrating experience. I hope you will give us another chance in the future to provide you with geeky loot. 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

Review: I ordered a [redacted] backpack from ThinkGeek in August. My account was debited but my item never arrived over a week later. When I called I was informed there was a glitch on their website and they were actually out of stock. My money took 2 weeks to return to my account. I was offered a $20 gift certificate and to be placed on the contact list for when they produced more. Just last week I was searching the internet for the backpack again, and came across them in stock at ThinkGeek so I called wondering why I was not contacted. They again apologized & offered me one for purchase price minus shipping and the $20 gift certificate from my previous order. I was told it would arrive TODAY. Well, I called ThinkGeek to make sure it's been shipped and guess what!? Their warehouse somehow deleted my order!! Big surprise! I'm being offered a $5 gift certificate & a promise they will find out what happened and email me by noon with their findings. They did not return my call so I called them again. A supervisor informed me that they were very sorry but that yes my order had been deleted and they were no longer in stock again. She did not say when the money will be returned to my bank account or when the item would be back in stock or offer anything additional. They have let my son down twice and cost me a lot of my own personal time chasing down my order from august and September.Desired Settlement: After being sold a [redacted] bookbag and having my bank account debited twice and still no item as promised, I need a full refund and the item shipped overnight.

Business

Response:

Hi [redacted],

Review: I have made a purchase. your site "populated" an address form [redacted]l but it was my old one. when I moved I had to send them multiple form proving this address now so I do not understand why your site copied an old one. because your site malfunctioned I am now missing out on my item, [redacted] 4-Pack, and am told I will only get the money for the items back, minus the shipping. your the ones who's site malfunctioned and "populated" an old address. I have sent many ideas to you on getting me my items and was just told sorry over an over by two customer service assistants, both of which were very rude, and one pretended to be a supervisor and still was rude and did not help me at all. worst customer service ever. and now I am being told you are stealing $7 from me because your site malfunctioned. you owe me a complete refund, or I dunno, just send me my items that I purchased. I know the one says discontinued, but you will be receiving the one that YOUR site sent to the wrong address. so you will have that one in stock to re-send me. this is ridiculous, your site made the mistake, stop insulting me and telling me I am wrong, that is not how customer service works. I had a huge wishlist of items I wanted to buy from you but I think I am just going to go elsewhere if this is how you treat your customers.... I have checked my [redacted]l and they have my proper address so this problem is with the companies site populating the wrong address. and you keep saying it is discontinued so you cannot send me another which makes no sense seeing as how that is what is in my package that is being returned to them...Desired Settlement: I either want the products I have paid for or a FULL reimbursement. including the money for shipping.

Consumer

Response:

From: Revdex.com of Metro Washington DC <[redacted]>Date: Mon, Feb 2, 2015 at 9:57 AMSubject: Fwd: complaint resolvedTo: [redacted] <[redacted]>---------- Forwarded message ----------From: <[redacted]>Date: Sat, Jan 31, 2015 at 2:43 PMSubject: complaint resolvedTo: [redacted]I don't know if Think Geek has received the complaint yet but they issued me a full refund now

Review: I placed an order with ThinkGeek on December 5, and it has yet to ship. First, I was lied to by a rep in their live chat, who told me that it shipped on the 5th. Then the next day when I called, I was told that it hasn't shipped and she couldn't tell me what the problem was or when it was expected to ship. It's been 10 days and it still hasn't shipped, my payment was taken on Dec 10, with no action or information given by ThinkGeek. Their [redacted] page is full of similar complaints.Desired Settlement: I want my item to be shipped to me immediately, preferably with a refund given, and a public apology issued to their customers.

Business

Response:

Hi [redacted],We are so sorry your order still has not reached

you and that the agent was unable to assist you! Customer satisfaction is very

important to us and we are sorry that we failed to meet your

expectations.

Review: After a long, 4 week battle to get my item ordered in November delivered in time for Christmas (order was cancelled twice and customer service was no help until the very last second), the item I finally received (a [redacted] speaker) worked for one day before becoming defective. The speaker now buzzes, doesn't play music and the color cube does not work. I emailed customer service about this on December 26th, two days after receiving the item, to report the problem. I did not hear back from them. I then emailed one more time on January 1st, but they still refused to answer my emails. I also tried to contact them via their online chat support but was left waiting for a representative for over 5 hours and finally had to get offline due to the fact that I have a life, so that was useless. I don't know where else to turn at this point. This was sent to me because of their overwhelmingly bad customer service to start with, and then for them to ignore the issues with this product is EXTREMELY disappointing.Desired Settlement: I would like a replacement if it's going to actually work for more than one day.

Business

Response:

Hi [redacted].

Review: I placed my order on 12/02/2014 with the understanding that it would be shipped in 4-6 business days. When my order failed to arrive at the end of the day on the 6th business day I contacted think geek via live chat. It was then they decided to disclose it was 4-6 business days AFTER 5 days processing. Nowhere did it explain that on their website, although they say they have since fixed that. So I dec to wait the 4-6 business days after the 7th when they said they had shipped my order to the carrier, and again, at the end of the 6th business day, no package. It was then that I figured out how to track my package, only to find out I had been lied to because my package hadn't been shipped to the carrier from their facility at all! And they had already taken the funds from my account when they weren't supposed to until they had shipped it! So I have been trying to ask for a refund and forget the order, just keep it as it was supposed to be a birthday gift that was on the 8th of December, but they keep deliberately ignoring my pleas! I've tried calling them only to be put on hold for 3 hours, and I got connected with their live chat after waiting almost 2 hours, only to be disconnected due to inactivity on their end. I've tried to be patient with them, and this is really a last resort, as I have never filed a complaint before with any business, but really, enough is enough. I just want my money back.Desired Settlement: Really, I just want my money back as I have told them 3 times via email since there is no other way to contact them.

Consumer

Response:

From: Revdex.com of Metro Washington DC <[email protected]>Date: Mon, Dec 22, 2014 at 1:06 PMSubject: Fwd: My complaint against ThinkGeek.comTo: [redacted] <[redacted]@myRevdex.com.org>---------- Forwarded message ----------From: [redacted] <[redacted]>Date: Mon, Dec 22, 2014 at 9:37 AMSubject: My complaint against ThinkGeek.comTo: [email protected] am sending this email to inform you that ThinkGeek.com has refunded my money in full. They have also sent the merchandise I ordered and told me to keep it on them as a form of apology, along with a $50 gift certificate to their website. They have finally settled this dispute above and beyond my satisfaction, and no further action need be taken. Thank you so much for your assistance. Sincerely,[redacted]

Review: On 11/30/2014 I submitted an internet order to ThinkGeek inc. I had not received a shipment confirmation so on Thursday 12/4 I sent an email inquiry (which I was told would be responded to within 48hrs). On 12/5 I received an auto generated email stating my order had been shipped. On 12/6 I received the response from the email I sent on 12/4 stating my order had shipped, not mentioning anything about why it took more than 48hrs to ship or respond. On 12/6 I received a request for survey at which time I expressed concern about getting a canned response and no actual help. On 12/9 I received an apology email which included excuses about seasonal staff and an offer for a $10 gift certificate.

Also on 12/9 I received my order. I had ordered 5 items, (blanket, ice cube trays, a watch, newton's cradle and Universal Clip-On Lens System), all I received in that shipment was TWO watches, one which was damaged, yet the invoice indicated everything was included. I immediately called customer care, waited on hold for nearly 20 minutes and finally talked to a female. She apologized and told me she could reship everything but the blanket. That was no longer in stock and she would be issuing me a refund for that item. She also told me she'd send me a $10 gift certificate via email and that I should dispose of the damaged watch. To date, I have not received the credit for the blanket. When I received the replacement order, the lens item did not contain all three that were advertised, it contained 2 180° fish-eye lens, NO wide-angle and macro, and 1- 2X telephoto lens. I tried to contact customer service again however the wait time is over 30 minutes.

Not only was the replacement order not correct, I have not received any gift certificate (although one said it shipped on the 4th) nor have I received the credit for the blanket (Exclusive Doctor Who TARDIS Throw Blanket) that I never received which is now out of stock. (although she could have substituted the Doctor Who Exploding TARDIS Throw Blanket instead!)Desired Settlement: I want a refund for the missing Dr Who blanket ($24.99) and also for the Universal Clip-On Lens System ($17.99) with the missing lens. I also want $20 off my entire bill instead of the two promised but never received $10 gift certificates which I will never use.

Business

Response:

Hi [redacted].I apologize for your first order not reaching you and for any confusion about the refund. The blanket was actually only $14.99 and it was refunded on 12/09 to the card ending in [redacted]. Two $10 gift certificates were emailed to [redacted] and the gift certificate IDs are [redacted] & [redacted]. I've just refunded you for the defective Universal Clip-On Lens System.The good news is that we just received more inventory of the Doctor Who Blanket, so I am going to send one to you complimentary! If I can do anything else to make this right for you, please don't hesitate to ask.Eva E[redacted]Customer Service Manager

Consumer

Response:

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]

Review: I had tried to purchase an item from this website. I had put in all of my bank card information and submitted the transaction. An error message had then popped up saying invalid card processor. This happened about 3 times before I gave up. I called the company to speak with a customer service representative. I was on hold for at least an hour and a half before I was helped. I told the rep about my issue. They had taken out $111.92 from my bank account 3 times. he said he only saw the 1 transaction and nothing would happen because my order wasn't completed. I was never given the option to finalize my purchase and receive a conformation number or that my bank approved those transactions. So technically I didn't give full authorization for them to take the money out, let alone 3 times. My bank had told me to ask Thinkgeek to fax a letterhead stating their business, my name, transaction, how many times it was processed, to specify the amount of the purchase, the last 4 digits of my card, and have them sign it so the bank could release the 3 transactions. They told me that they don't fax things to credit card companies. So the second time I called, the customer service rep said my order was never cancelled. I asked for it to be cancelled the first time I called. Its finally cancelled but I feel the intent was still there to send me the product and have me pay for it when I said I didn't want to purchase it after dealing with this and making a mess of my bank account. And on top of it all, they have been sending me emails about there products when I never signed up for any sort of email from them. So on top of taking money out of my account where the transaction was never completed, they're spamming me as well.Desired Settlement: Just to have my money back

Business

Response:

Hello [redacted]I am incredibly sorry for the issues you had when trying to check out! I researched your order and payment history Our records indicate the billing address entered on the order does not match the billing address that your financial institution (bank) has on file for the card. For this reason, our verification system wouldn't permit the order to be finalized. Despite what the agent told you, this order never made it to completion. ThinkGeek does not charge your credit or debit card until an order is actually shipped out. The amount in question is a pending transaction hold, pulled aside while your card was in the authorization process. These holds typically drop on their own within 3 business days, however I have manually released the holds on your to try to speed along the process. If you still haven't seen the holds drop by tomorrow, please give me the name and fax number of your bank, and I can send a Release Purchase Authorization Request. I have issued a $20 gift certificate (ID [redacted]) as an apology for this frustrating experience. I have also marked you as verified in our system, so you should have no further issues checking out, if you are still intersted. 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

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: I placed an order with Think Geek on 11/27/14. It was processed on 11/28/14 and I was emailed a receipt with confirmation and tracking information. According to the tracking information, a label was made for [redacted] delivery, but the packages were never given to [redacted] for delivery and processing. I contacted Think Geek via email with no response. I sat on hold on the phone with them for 32 minutes and was disconnected. I spoke to someone on chat who said she would issue a refund in 5 days, but was disconnected by Think Geek's website before the refund was processed. I am currently on the phone with Think Geek and have been on hold for 2 hours and 55 minutes, with an "estimated wait time" of 53 minutes. (I am now caller #2). I feel that this is not in compliance with their policies and that 5 days for a refund on products they CHOSE not to deliver is ridiculous and fraudulent.Desired Settlement: I feel that Think Geek Should refund the money for the products they failed to deliver within 24 hours, a refund for the time spent online and on the phone waiting for a representative, and they should issue a public acknowledgement of their wrong doings and an apology (as I have found HUNDREDS of similar, recent complaints online today.)Thank you.

Business

Response:

Hi [redacted],