Hi ***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 shot glass, instead of the 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 $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 lootEva E [redacted] Customer Service Manager
Hi [redacted] .I am incredibly sorry that your order was delayed, and that you had such a major problem trying to get a hold of us We've had unanticipated volume this year, and we have been doing our best to try to get orders out and customer inquires answered I am also sorry that the agents gave you inaccurate information Though there is really no excuse for this interaction, we ramp up staffing very quickly to support our increased contact volume during the holiday season Due to this, we have a lot of new agents on the floor, which can result in less than stellar interactions, like the one you had We will be sure to coach the agents in question on how this should have been handled.I looked into your situation, and it appears as if the order is out for delivery, so you should receive it today I have refunded your shipping, and I see that one of our agents issued a $gift certificate as an apology for your experience.If there is anything else I can do to make this right for you, please don't hesitate to ask Happy holidays!Eva E [redacted] Customer Service Manager
Hi Ryan, Thank you for contacting ThinkGeek I am very sorry for this frustrating experienceCustomer satisfaction is very important to us and we are sorry that we failed to meet your expectations The wait times this year have been completely unacceptable and I understand how frustrating this experience has been We are committed to learning from this and making it up to all of our customers I am very sorry that your order has not arrivedInternational Economy shipping can take up to weeks for delivery and does not provide tracking informationSince we are well past the week mark, we must assume your package was lost in transitAfter looking into your order, I see that a full refund was issued on January 14, You should see a refund of $on your credit card statement within business daysThe agent with whom you chatted also issued a $ThinkGeek Gift Certificate, ID [redacted] , as an apology for the waitIf there is anything else I can to make this right for you, please do not hesitate to contact meHave a nice dayBrisbane B [redacted] Operations Specialist
Hi ***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 orderIn addition, I have issued a $ 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 askEva E [redacted] Customer Service Manager
Hi [redacted] , We are very sorry that your order arrived late and damaged! Due to the package arriving late, I have issued a refund of your shipping chargesYou should see the refund on your [redacted] account shortlyIt appears that you have already chatted with a Customer Care Agent and they have addressed the issue of two of your items arriving damagedA refund of the damaged items was issued back to your [redacted] account on December If you need further assistance, please let us know
Hi [redacted] , Thank you for contacting ThinkGeekI am very sorry for all the frustration and inconvenience we have caused youI am also very sorry that your [redacted] Tavern Pint Set arrived damaged! Upon looking into your order, I see that a replacement order was shipped on February and delivered yesterday, February Per your request, I have issued a full refund of your original orderYou should see a refund of $on your credit card statement within the next business daysAs for the Pint Glasses you received, please keep them as an apology from ThinkGeek If you have any other issues or concerns, please do not hesitate to contact meI hope you have a nice dayBrisbane B [redacted] Operations Specialist
Hi,I have looked up your order and it was not a billed order We had release the authorization charge on your account on 12/since your bank did not do it in a timely fashion for you Please see attached record that you can bring to your bankThank you, Heather
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 I haven't gotten the statement with the credit but I am assuming it will be there because they went above and beyond and sent me a complimentary gift - the item that I had wanted I was frustrated because I couldn't get anyone to listen to me but now, that I have, thanks to you, they have sent me emails and apologized Regards, [redacted]
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 themYou will not be receiving a refund, and will receive the item you orderedThe 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 soonOur 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 chargeThe 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 customerHad we not been expecting additional units of the collector's edition, we would have made alternate arrangements with you
Hi ***Our apologies that you have had issues getting through to our Customer Care Team We have had some staffing issues due to the inclement weather, so we unfortunately ended up with a very large backlog I'm very sorry that you were sent a defective [redacted] Light Cube Speaker We would be happy to issue a replacement upon receipt of the defective unit Please find return instructions below.Click on this link in order to print off your USPS return label:http://www[redacted] Please also ensure the Return Mailing Acknowledgement section of the return shipping label is filled out appropriately in case the item gets lost in transit or something to that effectIt will act as proof of mailingIf you are not able to provide the Return Mailing Acknowledgement and the return is not received at the warehouse, this RMA request will not be completed.Upon receipt and processing of your returned [redacted] Light Cube LED Speaker- ***, a replacement or refund will be shipped out, per your request.Your Return Merchandise Authorization (RMA) number is: [redacted] 1) Please repackage the merchandise in original manufacturer's packagingBe sure to include all instructions, accessories and any other items that are associated with the merchandise.Please ensure that your RMA number is written clearly on the outside of the return.2) Returns that do not include all original packaging & accessories or those that do not have all of the required information will take longer to process or may be refusedPlease make sure to provide all required informationIf there is anything else I can do to make this right for you, please don't hesitate to askAgain, I apologize for this major inconvenience and hope you have an otherwise great dayEva 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 questionAt this time, we no longer have stock of the [redacted] Bathrobe so a replacement cannot be issuedA refund of the purchase price has been issued back to your original payment methodYou should see this reflected on your bank statement within business daysA refund of your shipping fees was previously refunded on December I have issued a $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 lootIf there is anything else I can do to make this right for you, please don't hesitate to ask
---------------------------------------------- Lesley: Thank you for contacting ThinkGeek! My name is LesleyHow 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 orderSeth 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 digits of credit card used, date of purchase, amount of purchaseSeth V [redacted] : would it send me an email? Seth V [redacted] : try for the zip code and let me get my wallet to get the last four of my card number Lesley: Okay Seth V [redacted] : 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] , W broadway ave, **SSN [redacted] 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 SethLesley: It will take a few momentsSeth 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 youLesley: 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***, I was given a run around for almost a week, I filed a complaint with the federal trade commission, and the Revdex.comAnd 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=? Seth V [redacted] : we went to the er whats leakforums? Jeffrey has joined the chatJeffrey: 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 immediatelySeth 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***stop being a lazy leech and try being a contributing member of societyJeffrey: 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 fraudJeffrey: Imagine that, half-witSeth 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 businessI 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 onesI also recommend you to file an FTC complaint as well
Hi [redacted] , We apologize for any frustration and inconvenience you have experiencedOur code team is working on fixing the bugs with our new systemUnfortunately, the same system error that caused your order original order to be canceled had the same affect on your second orderThinkGeek does not settle payment until an order has shippedThe authorization reversal placed on your card for order [redacted] has been reversedYou should see the funds restored on your card within the next hours I requested our warehouse team scour for a replacement and we were able to procure one! A new order, [redacted] , is being shipped to you via [redacted] Next DayOur warehouse team has packed your order and has handed it over to ***Your [redacted] Tracking Number is [redacted] You can expect the package to be delivered to the same address as your other two packages and should be delivered tomorrowIf the package needs to be routed to a different address, please contact us immediately and we will try our best to reroute the packageOnce again, we apologize for the frustration and inconvenience we have caused youI hope you have a nice daySincerely, Brisbane B [redacted] Operations Specialist ThinkGeek Customer Service
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: You offered myself and may family members gift certificates in place of items missing from orders and orders that we did not receive on timeI have the chat transcripts to back up each oneThe gift cards are as follows (there are more as well) [redacted] - [redacted] - [redacted] - [redacted] - [redacted] - [redacted] - [redacted] - [redacted] - [redacted] - [redacted] - [redacted] - Should I provide all the transcripts as well? 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 $order placed on 11/ The only order associated with your email address that I was able to locate is [redacted] which was placed on 12/at 11pm and was for $ Is that the order you are referring to, as it does have [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-day processing time Since your order was placed after our 1pm ET order cut off, it was considered a 12/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/and everything else arrived on 12/ 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 $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 askAgain, 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
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I did get a replacement item todayI sent the defective one back and am waiting for word that they got the defective item back and then I will feel safe to say this matter is closedI appreciate the Revdex.com help in getting me help Regards, [redacted] ***
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: The facts listed in the response are not correctMy initial order did meet the $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) (05/04/04:PM) Hello again ***, I did some research on this and do see the mistake on our sideI will escalate this along and have it fixedI am sorry for all the inconvenience this has caused youPlease let me know if there is anything else I can assist you withHave a great day! Ranae H The Time Traveling Vampire Slayer Customer By Inbound Email ( [redacted] ***) (05/04/03: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.Scustomers is free when you spend $or moreNote 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) (05/04/02:PM) Hi ***, You recently filled out a survey about your ThinkGeek ExperienceCustomer 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 orderUnfortunately, our free shipping is only good for the contiguous U.S(lower states) which excluded Alaska and HawaiiThis 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 orderPlease 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 yearsI apologize for any inconvenience this has caused youWe appreciate your feedback about your recent experienceIf 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] ***) (05/02/02:AM) Low CSAT Score Regards, [redacted] ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf 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 $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 boyfriendWhile 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 yearsI 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 placedI received a generic "we will respond within 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 updatedI was told that it was too late, my order (placed less than 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 helpOnce an order is processing, customer support no longer has any ability to make changes to your orderI 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 siteIt 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 overI've never in my life gone to Revdex.com to complainI 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 scenesHowever, I also understand good customer serviceProviding no way for a customer to update an incorrect address when they've contacted you immediately and followed your FAQ's is bad businessPutting a customer in a situation that makes it impossible to re-direct their package is bad businessThreatening a customer for trying to not be scammed out their purchase amount is terrible businessI'm utterly disappointed in this company and now I'm out a gift and the money I spent to purchase said gift
Hi ***.I apologize for your first order not reaching you and for any confusion about the refund The blanket was actually only $and it was refunded on 12/to the card ending in *** Two $gift certificates were emailed to [redacted] and the gift certificate IDs are [redacted] & [redacted] I've just refunded you for the defective Universal ClLens 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
Hi ***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 shot glass, instead of the 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 $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 lootEva E [redacted] Customer Service Manager
Hi [redacted] .I am incredibly sorry that your order was delayed, and that you had such a major problem trying to get a hold of us We've had unanticipated volume this year, and we have been doing our best to try to get orders out and customer inquires answered I am also sorry that the agents gave you inaccurate information Though there is really no excuse for this interaction, we ramp up staffing very quickly to support our increased contact volume during the holiday season Due to this, we have a lot of new agents on the floor, which can result in less than stellar interactions, like the one you had We will be sure to coach the agents in question on how this should have been handled.I looked into your situation, and it appears as if the order is out for delivery, so you should receive it today I have refunded your shipping, and I see that one of our agents issued a $gift certificate as an apology for your experience.If there is anything else I can do to make this right for you, please don't hesitate to ask Happy holidays!Eva E [redacted] Customer Service Manager
Hi Ryan, Thank you for contacting ThinkGeek I am very sorry for this frustrating experienceCustomer satisfaction is very important to us and we are sorry that we failed to meet your expectations The wait times this year have been completely unacceptable and I understand how frustrating this experience has been We are committed to learning from this and making it up to all of our customers I am very sorry that your order has not arrivedInternational Economy shipping can take up to weeks for delivery and does not provide tracking informationSince we are well past the week mark, we must assume your package was lost in transitAfter looking into your order, I see that a full refund was issued on January 14, You should see a refund of $on your credit card statement within business daysThe agent with whom you chatted also issued a $ThinkGeek Gift Certificate, ID [redacted] , as an apology for the waitIf there is anything else I can to make this right for you, please do not hesitate to contact meHave a nice dayBrisbane B [redacted] Operations Specialist
Hi ***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 orderIn addition, I have issued a $ 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 askEva E [redacted] Customer Service Manager
Hi [redacted] , We are very sorry that your order arrived late and damaged! Due to the package arriving late, I have issued a refund of your shipping chargesYou should see the refund on your [redacted] account shortlyIt appears that you have already chatted with a Customer Care Agent and they have addressed the issue of two of your items arriving damagedA refund of the damaged items was issued back to your [redacted] account on December If you need further assistance, please let us know
Hi [redacted] , Thank you for contacting ThinkGeekI am very sorry for all the frustration and inconvenience we have caused youI am also very sorry that your [redacted] Tavern Pint Set arrived damaged! Upon looking into your order, I see that a replacement order was shipped on February and delivered yesterday, February Per your request, I have issued a full refund of your original orderYou should see a refund of $on your credit card statement within the next business daysAs for the Pint Glasses you received, please keep them as an apology from ThinkGeek If you have any other issues or concerns, please do not hesitate to contact meI hope you have a nice dayBrisbane B [redacted] Operations Specialist
Hi,I have looked up your order and it was not a billed order We had release the authorization charge on your account on 12/since your bank did not do it in a timely fashion for you Please see attached record that you can bring to your bankThank you, Heather
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 I haven't gotten the statement with the credit but I am assuming it will be there because they went above and beyond and sent me a complimentary gift - the item that I had wanted I was frustrated because I couldn't get anyone to listen to me but now, that I have, thanks to you, they have sent me emails and apologized Regards, [redacted]
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 themYou will not be receiving a refund, and will receive the item you orderedThe 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 soonOur 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 chargeThe 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 customerHad we not been expecting additional units of the collector's edition, we would have made alternate arrangements with you
Hi ***Our apologies that you have had issues getting through to our Customer Care Team We have had some staffing issues due to the inclement weather, so we unfortunately ended up with a very large backlog I'm very sorry that you were sent a defective [redacted] Light Cube Speaker We would be happy to issue a replacement upon receipt of the defective unit Please find return instructions below.Click on this link in order to print off your USPS return label:http://www[redacted] Please also ensure the Return Mailing Acknowledgement section of the return shipping label is filled out appropriately in case the item gets lost in transit or something to that effectIt will act as proof of mailingIf you are not able to provide the Return Mailing Acknowledgement and the return is not received at the warehouse, this RMA request will not be completed.Upon receipt and processing of your returned [redacted] Light Cube LED Speaker- ***, a replacement or refund will be shipped out, per your request.Your Return Merchandise Authorization (RMA) number is: [redacted] 1) Please repackage the merchandise in original manufacturer's packagingBe sure to include all instructions, accessories and any other items that are associated with the merchandise.Please ensure that your RMA number is written clearly on the outside of the return.2) Returns that do not include all original packaging & accessories or those that do not have all of the required information will take longer to process or may be refusedPlease make sure to provide all required informationIf there is anything else I can do to make this right for you, please don't hesitate to askAgain, I apologize for this major inconvenience and hope you have an otherwise great dayEva 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 questionAt this time, we no longer have stock of the [redacted] Bathrobe so a replacement cannot be issuedA refund of the purchase price has been issued back to your original payment methodYou should see this reflected on your bank statement within business daysA refund of your shipping fees was previously refunded on December I have issued a $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 lootIf there is anything else I can do to make this right for you, please don't hesitate to ask
---------------------------------------------- Lesley: Thank you for contacting ThinkGeek! My name is LesleyHow 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 orderSeth 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 digits of credit card used, date of purchase, amount of purchaseSeth V [redacted] : would it send me an email? Seth V [redacted] : try for the zip code and let me get my wallet to get the last four of my card number Lesley: Okay Seth V [redacted] : 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] , W broadway ave, **SSN [redacted] 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 SethLesley: It will take a few momentsSeth 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 youLesley: 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***, I was given a run around for almost a week, I filed a complaint with the federal trade commission, and the Revdex.comAnd 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=? Seth V [redacted] : we went to the er whats leakforums? Jeffrey has joined the chatJeffrey: 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 immediatelySeth 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***stop being a lazy leech and try being a contributing member of societyJeffrey: 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 fraudJeffrey: Imagine that, half-witSeth 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 businessI 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 onesI also recommend you to file an FTC complaint as well
Hi [redacted] , We apologize for any frustration and inconvenience you have experiencedOur code team is working on fixing the bugs with our new systemUnfortunately, the same system error that caused your order original order to be canceled had the same affect on your second orderThinkGeek does not settle payment until an order has shippedThe authorization reversal placed on your card for order [redacted] has been reversedYou should see the funds restored on your card within the next hours I requested our warehouse team scour for a replacement and we were able to procure one! A new order, [redacted] , is being shipped to you via [redacted] Next DayOur warehouse team has packed your order and has handed it over to ***Your [redacted] Tracking Number is [redacted] You can expect the package to be delivered to the same address as your other two packages and should be delivered tomorrowIf the package needs to be routed to a different address, please contact us immediately and we will try our best to reroute the packageOnce again, we apologize for the frustration and inconvenience we have caused youI hope you have a nice daySincerely, Brisbane B [redacted] Operations Specialist ThinkGeek Customer Service
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: You offered myself and may family members gift certificates in place of items missing from orders and orders that we did not receive on timeI have the chat transcripts to back up each oneThe gift cards are as follows (there are more as well) [redacted] - [redacted] - [redacted] - [redacted] - [redacted] - [redacted] - [redacted] - [redacted] - [redacted] - [redacted] - [redacted] - Should I provide all the transcripts as well? 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 $order placed on 11/ The only order associated with your email address that I was able to locate is [redacted] which was placed on 12/at 11pm and was for $ Is that the order you are referring to, as it does have [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-day processing time Since your order was placed after our 1pm ET order cut off, it was considered a 12/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/and everything else arrived on 12/ 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 $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 askAgain, 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
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I did get a replacement item todayI sent the defective one back and am waiting for word that they got the defective item back and then I will feel safe to say this matter is closedI appreciate the Revdex.com help in getting me help Regards, [redacted] ***
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: The facts listed in the response are not correctMy initial order did meet the $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) (05/04/04:PM) Hello again ***, I did some research on this and do see the mistake on our sideI will escalate this along and have it fixedI am sorry for all the inconvenience this has caused youPlease let me know if there is anything else I can assist you withHave a great day! Ranae H The Time Traveling Vampire Slayer Customer By Inbound Email ( [redacted] ***) (05/04/03: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.Scustomers is free when you spend $or moreNote 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) (05/04/02:PM) Hi ***, You recently filled out a survey about your ThinkGeek ExperienceCustomer 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 orderUnfortunately, our free shipping is only good for the contiguous U.S(lower states) which excluded Alaska and HawaiiThis 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 orderPlease 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 yearsI apologize for any inconvenience this has caused youWe appreciate your feedback about your recent experienceIf 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] ***) (05/02/02:AM) Low CSAT Score Regards, [redacted] ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf 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 $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 boyfriendWhile 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 yearsI 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 placedI received a generic "we will respond within 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 updatedI was told that it was too late, my order (placed less than 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 helpOnce an order is processing, customer support no longer has any ability to make changes to your orderI 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 siteIt 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 overI've never in my life gone to Revdex.com to complainI 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 scenesHowever, I also understand good customer serviceProviding no way for a customer to update an incorrect address when they've contacted you immediately and followed your FAQ's is bad businessPutting a customer in a situation that makes it impossible to re-direct their package is bad businessThreatening a customer for trying to not be scammed out their purchase amount is terrible businessI'm utterly disappointed in this company and now I'm out a gift and the money I spent to purchase said gift
Hi ***.I apologize for your first order not reaching you and for any confusion about the refund The blanket was actually only $and it was refunded on 12/to the card ending in *** Two $gift certificates were emailed to [redacted] and the gift certificate IDs are [redacted] & [redacted] I've just refunded you for the defective Universal ClLens 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