Hi ***,Thank you for contacting ThinkGeekI am very sorry that you have not received your ***'s Incredible DIY Gallon Beer Brew KitI am also very sorry that you have not been able to get this resolved! Upon looking at the tracking associated with the package, I do see that it was lost
by ***I have issued a refund of the purchase price, minus the 30% discount applied, item tax ($1.22), and shipping charges back to your credit cardYou should see a refund of $on your bank statement within business daysAs an apology for this frustrating experience, I have issued you a $ThinkGeek gift certificate, which will be emailed to the email address associated with your order shortly. If there is anything else I can do for you, please do not hesitate to contact usI hope you have a nice day.Brisbane B***Operations Specialist
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Hi ***,Thank you for contacting ThinkGeekI sincerely apologize for this experience! Customer satisfaction is very important to us and we are sorry that we failed to meet your expectations The wait times this year have been completely unacceptable and I understand how frustrating this
experience has been We are committed to learning from this and making it up to all of our customers. I am also very sorry that the DIY Gramophone Kit was missing from your orderWe still have this in stock and I have issued a replacement to be shipped to you via Express shippingYour new order number is ***You will receive an email receipt shortly and tracking once it has shipped. I have issued a $gift certificate (ID ***) 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 help you with, please do not hesitate to ask.Brisbane B***Operations Specialist
Hi ***,Thank you for contacting ThinkGeekI sincerely apologize for this experienceCustomer satisfaction is very important to us and we are sorry that we failed to meet your expectationsWe are currently working around the clock to respond to as many customer inquiries as possibleI also
apologize for any confusion we may have causedI see that you have been able to use your $ThinkGeek gift certificate on a recent order! Your current available balance is $and will be valid through December 31, 2015.If there is anything else I can do to make this right for you, please don't hesitate to ask. Brisbane B***Operations Specailist
Hi ***,Thanks for contacting ThinkGeek Customer Service We are so sorry your order was delayed in reaching you! We identified an issue at our fulfillment center that affected a limited number of customers, and unfortunately, your order was one of the affected orders Customer
satisfaction is very important to us and we are sorry that we failed to meet your expectations There is absolutely no excuse for this and we know we've let you down.Once our fulfillment center had identified the issue, they attempted to reship your orderUnfortunately, two of the items were out of stock at the time and I see that an agent has issued a refund of these items back to your credit card as well as a $ThinkGeek gift certificate as an apology for the inconvenience I have issued a refund of the taxes charged on these items as wellThe warehouse was able to reship your Star Trek The Original Series Uniform HoodieUpon checking the *** tracking, I see that it was delivered on December 22. If you have not received the refund, gift certificate, or the hoodie, or if you need further assistance, please let us know.Brisbane B***Operations Specialist
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I did get a replacement item 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 closed.I appreciate the Revdex.com help in getting me help
Regards,
*** ***
Revdex.com:
The business has offered a "complimentary return." I'm not sure if this means "return the decals and they will refund my money" or "return the decals and we will send the correct ones when they come in stock." I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me ONLY if they are going to refund my money. If they are not going to refund my money, then I do not find this resolution acceptableI would like a refund to take my business elsewhere.The details of the order (placed by wife, as stated in the email) are as follows:Name: *** ***Order: ***Once the business agrees to a refund, I will take appropriate measures to send the decals back to the companyAs far as not being able to find the chat transcript, I find this as no surpriseThe company hasn't been able to provide even below average customer service so it is no surprise that they the one time I did get in touch with customer service "magically" disappeared
Regards,
*** ***
From: *** *** Date: Tue, Feb 10, at 4:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: [email protected] #***This complaint has been resolved as of Feb 10,
I spoke to another supervisor, Justine, and she approved the order, and even upgraded my shipping option as a courtesyShe said I did everything I could to become a valid reseller account, and it was their fault for taking months to even acknowledge it.Regards,***
Hi ***.I am incredibly sorry for the service you received from our Customer Care Agents. 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 coach the agent in question on how this should have been handled.I have issued a full refund to your card, and arranged for the original order to be returned to our warehouse. I have also refunded the shipping on your second order as an apology for the delay. 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 askRegards,Eva E***Customer Service Manager
Hi ***,Thank you for contacting ThinkGeekWe are very sorry for the delay in your order reaching you! We had identified an issue at our fulfillment center and your order, unfortunately, was one of the affected ordersOnce our fulfillment center had diagnosed the issue, a reshipment of your order
was processedAccording to the *** tracking, ***, the order was successfully delivered on December I also see that you had emailed us and our Customer Care Agent issued a replacement and refund of your original orderThe *** tracking number associated with your replacement shows delivery was made on December 22.If you have not received your refund or packages, or if you need further assistance, please do not hesitate to contact us.Brisbane B***Operations Specialist
[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: ***
I am rejecting this response because:Bi don't want a gift certificate - I want you to have delivered my gift in time Or to have at least responded to my email, or answered the phone after I waited on hold for over hours, or have answered my chat after hours of waiting You did none of these things.
Regards,
*** ***
Hi ***,I'm very sorry that your package got lost, and that
the agent failed to refund you! I pulled up the order to investigate, and it
does appear there was a problem with the package leaving the carrier's sort
facility (the status update is not showing any updated or recent
activity). I have issued a full refund to your payment
method, as well as a $apology gift card (ID ***) for this less than
ideal situation. If there is anything else we can do to make this
right for you please don't hesitate to ask! Happy holidays!
Eva E***Customer Service
Manager
Hi ***.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 *** 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 experienceIf there is anything else I can do to make this right for you, please don't hesitate to ask. Happy holidays!Eva E***Customer Service Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Hi ***.I'm incredibly sorry about this. I just sent your commercial invoice in a separate email. Please respond to me there if you need anything else, and I will get you what you need.Regards,Eva E***Customer Service Manager
Hi ***,Thank you for contacting ThinkGeekI am very sorry for the frustration we have caused you and that you were not contacted again about your order! As you know, we identified an issue at our fulfillment center that affected a limited number of customers, and unfortunately, your order was
one of the affected ordersUnfortunately, when the warehouse attempted to reship your order, we no longer had stock of the *** *** *** Metal Kit you had orderedI have issued a full refund of $back to your credit cardIt may take up to business days for the refund to be reflected on your statement. Customer satisfaction is very important to us and we are sorry that we failed to meet your expectations I have issued you a $apology gift card (ID ***) for this less than ideal situation I do hope you give us another chance to provide you with geeky loot. If there is anything else we can help you with, please let us know.Brisbane B***Operations Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***. I do not actually find this resolution satisfactory (though I will accept it), since ThinkGeek essentially ruined a gift by making it unusable for my friend to the point that he got frustrated and wanted it cancelled, but clearly this company has no interest in keeping its customers. I will use this certificate myself, rather than subjecting any other friends to this misery, and if I have any issues using it myself, I will be certain to contact you again.Also, I think it's telling what kind of company ThinkGeek is that they did NOT offer to even reassign the certificate to me until I contacted Revdex.com and that their form apologies don't even acknowledge that they have caused a lot of distress by ruining a gift for a friend. Thank you, Revdex.com, for at least forcing them to be honest enough to give me some other option for the use of my $25.ThinkGeek, you've lost this customer for your terrible customer service, and you'll lose the business of my other friends as well (friends, I might add, whom I introduced to ThinkGeek, back when you were a respectable company)
Regards,
*** ***
Hi ***.I'm so sorry for the negative experience you had with our Customer Care Team! I pulled up your account, and it appears as if the correct item was sent out to you in order #***. I'm hoping that resolved your issue, but if not, please let me know immediately and I will get
the correct item sent out to you.As an apology for this experience, I have issued a $gift card to your email address. Hopefully you can put it to good use on our site! If there is anything else I can do for you to make this right, please don't hesitate to ask.Regards,Eva E***ThinkGeek Customer Service Manager
Hi ***,Thanks for contacting ThinkGeek Customer Service I am sincerely sorry that your previous inquiries have not been resolved We had some staffing issues due to the inclement weather, so we unfortunately ended up with a large backlog We know you must be incredibly frustrated
that you haven't received the second part your ThinkGeek order yet, and we sincerely apologize Customer satisfaction is very important to us and we are sorry that we failed to meet your expectations.I have issued a refund of the purchase price of the lost *** Poster as well as the shipping chargesA refund of $should be reflected on your credit card statement within business daysAs an apology for the frustating experience, I have also issued you a $ThinkGeek gift certificate to use on a future purchaseThe gift certificate ID is *** and will be valid for years. If there is anything else I can do to make this right for you, please do not hesitate to contact meI hope you have a nice day.Brisbane B*** Operations Specialist
Hi ***/***.You filed your previous Revdex.com complaint in Jan under account ***. We felt you had abused our lenient return policy and misled agents into giving you gift certificates you claimed had been promised to you, however we we honored all of you gift certificates, then advised
you to take your business elsewhere. Recently, you placed an order going to a new address, under the name *** ***. Since then you have contacted our call center times, each time claiming that the previous agent/manager promised you a gift card which you have not received. As mentioned in January, we will be issuing no further accommodations to you and we still advise for you to take your business elsewhere. I'm sorry, but we are not going to honor the desired outcome.Regards,ThinkGeek Customer Service
Hi ***,Thank you for contacting ThinkGeekI am very sorry that you have not received your ***'s Incredible DIY Gallon Beer Brew KitI am also very sorry that you have not been able to get this resolved! Upon looking at the tracking associated with the package, I do see that it was lost
by ***I have issued a refund of the purchase price, minus the 30% discount applied, item tax ($1.22), and shipping charges back to your credit cardYou should see a refund of $on your bank statement within business daysAs an apology for this frustrating experience, I have issued you a $ThinkGeek gift certificate, which will be emailed to the email address associated with your order shortly. If there is anything else I can do for you, please do not hesitate to contact usI hope you have a nice day.Brisbane B***Operations Specialist
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Hi ***,Thank you for contacting ThinkGeekI sincerely apologize for this experience! Customer satisfaction is very important to us and we are sorry that we failed to meet your expectations The wait times this year have been completely unacceptable and I understand how frustrating this
experience has been We are committed to learning from this and making it up to all of our customers. I am also very sorry that the DIY Gramophone Kit was missing from your orderWe still have this in stock and I have issued a replacement to be shipped to you via Express shippingYour new order number is ***You will receive an email receipt shortly and tracking once it has shipped. I have issued a $gift certificate (ID ***) 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 help you with, please do not hesitate to ask.Brisbane B***Operations Specialist
Hi ***,Thank you for contacting ThinkGeekI sincerely apologize for this experienceCustomer satisfaction is very important to us and we are sorry that we failed to meet your expectationsWe are currently working around the clock to respond to as many customer inquiries as possibleI also
apologize for any confusion we may have causedI see that you have been able to use your $ThinkGeek gift certificate on a recent order! Your current available balance is $and will be valid through December 31, 2015.If there is anything else I can do to make this right for you, please don't hesitate to ask. Brisbane B***Operations Specailist
Hi ***,Thanks for contacting ThinkGeek Customer Service We are so sorry your order was delayed in reaching you! We identified an issue at our fulfillment center that affected a limited number of customers, and unfortunately, your order was one of the affected orders Customer
satisfaction is very important to us and we are sorry that we failed to meet your expectations There is absolutely no excuse for this and we know we've let you down.Once our fulfillment center had identified the issue, they attempted to reship your orderUnfortunately, two of the items were out of stock at the time and I see that an agent has issued a refund of these items back to your credit card as well as a $ThinkGeek gift certificate as an apology for the inconvenience I have issued a refund of the taxes charged on these items as wellThe warehouse was able to reship your Star Trek The Original Series Uniform HoodieUpon checking the *** tracking, I see that it was delivered on December 22. If you have not received the refund, gift certificate, or the hoodie, or if you need further assistance, please let us know.Brisbane B***Operations Specialist
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I did get a replacement item 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 closed.I appreciate the Revdex.com help in getting me help
Regards,
*** ***
Revdex.com:
The business has offered a "complimentary return." I'm not sure if this means "return the decals and they will refund my money" or "return the decals and we will send the correct ones when they come in stock." I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me ONLY if they are going to refund my money. If they are not going to refund my money, then I do not find this resolution acceptableI would like a refund to take my business elsewhere.The details of the order (placed by wife, as stated in the email) are as follows:Name: *** ***Order: ***Once the business agrees to a refund, I will take appropriate measures to send the decals back to the companyAs far as not being able to find the chat transcript, I find this as no surpriseThe company hasn't been able to provide even below average customer service so it is no surprise that they the one time I did get in touch with customer service "magically" disappeared
Regards,
*** ***
From: *** *** Date: Tue, Feb 10, at 4:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: [email protected] #***This complaint has been resolved as of Feb 10,
I spoke to another supervisor, Justine, and she approved the order, and even upgraded my shipping option as a courtesyShe said I did everything I could to become a valid reseller account, and it was their fault for taking months to even acknowledge it.Regards,***
Hi ***.I am incredibly sorry for the service you received from our Customer Care Agents. 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 coach the agent in question on how this should have been handled.I have issued a full refund to your card, and arranged for the original order to be returned to our warehouse. I have also refunded the shipping on your second order as an apology for the delay. 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 askRegards,Eva E***Customer Service Manager
Hi ***,Thank you for contacting ThinkGeekWe are very sorry for the delay in your order reaching you! We had identified an issue at our fulfillment center and your order, unfortunately, was one of the affected ordersOnce our fulfillment center had diagnosed the issue, a reshipment of your order
was processedAccording to the *** tracking, ***, the order was successfully delivered on December I also see that you had emailed us and our Customer Care Agent issued a replacement and refund of your original orderThe *** tracking number associated with your replacement shows delivery was made on December 22.If you have not received your refund or packages, or if you need further assistance, please do not hesitate to contact us.Brisbane B***Operations Specialist
[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: ***
I am rejecting this response because:Bi don't want a gift certificate - I want you to have delivered my gift in time Or to have at least responded to my email, or answered the phone after I waited on hold for over hours, or have answered my chat after hours of waiting You did none of these things.
Regards,
*** ***
Hi ***,I'm very sorry that your package got lost, and that
the agent failed to refund you! I pulled up the order to investigate, and it
does appear there was a problem with the package leaving the carrier's sort
facility (the status update is not showing any updated or recent
activity). I have issued a full refund to your payment
method, as well as a $apology gift card (ID ***) for this less than
ideal situation. If there is anything else we can do to make this
right for you please don't hesitate to ask! Happy holidays!
Eva E***Customer Service
Manager
Hi ***.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 *** 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 experienceIf there is anything else I can do to make this right for you, please don't hesitate to ask. Happy holidays!Eva E***Customer Service Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Hi ***.I'm incredibly sorry about this. I just sent your commercial invoice in a separate email. Please respond to me there if you need anything else, and I will get you what you need.Regards,Eva E***Customer Service Manager
Hi ***,Thank you for contacting ThinkGeekI am very sorry for the frustration we have caused you and that you were not contacted again about your order! As you know, we identified an issue at our fulfillment center that affected a limited number of customers, and unfortunately, your order was
one of the affected ordersUnfortunately, when the warehouse attempted to reship your order, we no longer had stock of the *** *** *** Metal Kit you had orderedI have issued a full refund of $back to your credit cardIt may take up to business days for the refund to be reflected on your statement. Customer satisfaction is very important to us and we are sorry that we failed to meet your expectations I have issued you a $apology gift card (ID ***) for this less than ideal situation I do hope you give us another chance to provide you with geeky loot. If there is anything else we can help you with, please let us know.Brisbane B***Operations Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***. I do not actually find this resolution satisfactory (though I will accept it), since ThinkGeek essentially ruined a gift by making it unusable for my friend to the point that he got frustrated and wanted it cancelled, but clearly this company has no interest in keeping its customers. I will use this certificate myself, rather than subjecting any other friends to this misery, and if I have any issues using it myself, I will be certain to contact you again.Also, I think it's telling what kind of company ThinkGeek is that they did NOT offer to even reassign the certificate to me until I contacted Revdex.com and that their form apologies don't even acknowledge that they have caused a lot of distress by ruining a gift for a friend. Thank you, Revdex.com, for at least forcing them to be honest enough to give me some other option for the use of my $25.ThinkGeek, you've lost this customer for your terrible customer service, and you'll lose the business of my other friends as well (friends, I might add, whom I introduced to ThinkGeek, back when you were a respectable company)
Regards,
*** ***
Hi ***.I'm so sorry for the negative experience you had with our Customer Care Team! I pulled up your account, and it appears as if the correct item was sent out to you in order #***. I'm hoping that resolved your issue, but if not, please let me know immediately and I will get
the correct item sent out to you.As an apology for this experience, I have issued a $gift card to your email address. Hopefully you can put it to good use on our site! If there is anything else I can do for you to make this right, please don't hesitate to ask.Regards,Eva E***ThinkGeek Customer Service Manager
Hi ***,Thanks for contacting ThinkGeek Customer Service I am sincerely sorry that your previous inquiries have not been resolved We had some staffing issues due to the inclement weather, so we unfortunately ended up with a large backlog We know you must be incredibly frustrated
that you haven't received the second part your ThinkGeek order yet, and we sincerely apologize Customer satisfaction is very important to us and we are sorry that we failed to meet your expectations.I have issued a refund of the purchase price of the lost *** Poster as well as the shipping chargesA refund of $should be reflected on your credit card statement within business daysAs an apology for the frustating experience, I have also issued you a $ThinkGeek gift certificate to use on a future purchaseThe gift certificate ID is *** and will be valid for years. If there is anything else I can do to make this right for you, please do not hesitate to contact meI hope you have a nice day.Brisbane B*** Operations Specialist
Hi ***/***.You filed your previous Revdex.com complaint in Jan under account ***. We felt you had abused our lenient return policy and misled agents into giving you gift certificates you claimed had been promised to you, however we we honored all of you gift certificates, then advised
you to take your business elsewhere. Recently, you placed an order going to a new address, under the name *** ***. Since then you have contacted our call center times, each time claiming that the previous agent/manager promised you a gift card which you have not received. As mentioned in January, we will be issuing no further accommodations to you and we still advise for you to take your business elsewhere. I'm sorry, but we are not going to honor the desired outcome.Regards,ThinkGeek Customer Service