Hi ***.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 11/25. The only order
associated with your email address that I was able to locate is *** which was placed on 12/at 11pm and was for $257.68. Is that the order you are referring to, as it does have *** *** 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 *** trash can arrived on 12/and everything else arrived on 12/15. I will definitely pass along your feedback about making the order tracking process easier for customer, as I agree with you on that!I apologize that you were not happy with the quality of our Customer Care Agents. Though there is really no excuse for poor service, we ramp up staffing very quickly to support our increased contact volume during the holiday season. Due to this, we have a lot of new agents on the floor, which can unfortunately result in some less than stellar interactions. In regards to the promotion not combining with free shipping, we try to make the details of promotions very clear on our website, so I am sorry if it came as a surprise to you. On the Free Shipping banner, if you click where it says "(click here for details)" you will see the following: (no coupon required; FREE shipping does not combine with other offers). Also, on the promotion itself, there were details stating that it did not combine with free shipping.With all that said, we really don't like to see anyone walk away from us disappointed, since we consider our customer our friends and we do what it takes to keep our friends happy. I've issued a $gift card, ***, 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***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 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 am very sorry for the frustration we have caused you and that you were not contacted again about your order! 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 frustrating interaction you had with our Customer Care Agent, we ramp up staffing very quickly to support our increased contact volume during the holiday season Due to this, we have a lot of new agents on the floor, which can result in less than stellar interactions, like the one you had We will be sure to address this with the agent in question.In regards to 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 ordersWhen the warehouse attempted to reship your order, we no longer had stock of the *** Lamp and they were unable to fulfill the orderI 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 statementI have also 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
[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 I have sent the documents to the Canadian customs and I hope this will be satisfactory since it doesn't show the reimbursement
Regards,
*** ***
From: *** ***Date: Fri, Dec 12, 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], I received the refund from
Thinkgeek, shortly after I filed the complaint. Thank you, ***
Hi ***,Thank you for contacting ThinkGeek We are so sorry you have not received 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 orderYou should see this refund reflected on your bank statement within business daysIn addition, I have issued a $apology gift card (ID ***) for this frustrating experience. We are very sorry for any inconvenience we have caused youIf you need further assistance, please let us know
Hi ***,Thanks for contacting ThinkGeek Customer
Service. We know you must be incredibly frustrated that you haven't received
your ThinkGeek order yet, and we sincerely apologize for the delay. We
identified an issue at our fulfillment center that affected a limited number of
customers, and unfortunately, your order was one of the affected orders.
Customer satisfaction is very important to us and we are sorry that we failed to
meet your expectations.The good news is that we do still have
stock, so we have issued a replacement order *** via expedited shipping
We have also issued you 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! Brisbane B*** Operations Specialist
Hi ***,Thank you for your interest in ThinkGeek and our
products. I am sorry for any confusion regarding why your orders are being
cancelled. We unfortunately cannot fulfill your order request, as it appears
that you are purchasing on our site for the purposes of reselling
ThinkGeek
products. As stated in the terms of use, the sale of ThinkGeek branded products
is prohibited on any third party marketplace websites without the express
permission of ThinkGeekThese websites include, but aren't limited to:
***.com, ***.com, ***.com, and ***. I apologize for any inconvenience
that this creates. If anything changes in the future we will be happy to let
you know
Eva E***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 have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Hi ***,We apologize that you have not received your refundThe refund has been issued and should show upon your credit card statement within business days. If there is anything else we can do, please let us know.Sincerely,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,
*** ***
[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 ThinkGeek in reference to complaint ID ***, and find that this resolution is satisfactory to me Thank you for assisting me with this issue and I very much appreciate what ThinkGeek has done to make this situation correct
Regards,
*** ***
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
***) as an apology for this poor experience.If there
is anything else I can do to make this right for you, please don't hesitate to
ask. Again, I apologize for this major inconvenience, however I hope you will
give us another chance in the future to provide you with geeky
loot
Eva E***Customer Service
Manager
Hi ***,Thank you for contacting ThinkGeek We are so sorry you did not receive 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. After looking into your order, I see that a Customer Care Agent issued a full refund back to your original payment on December I have also issued a $apology gift card (ID ***) for this frustrating experience. If there is anything else I can do to make this better, please don't hesitate to ask.Brisbane B***Operations Specialist
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 beenI am also very sorry for the customer service you received 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 questionWe are committed to learning from this and making it up to all of our customers. Once orders move into the processing stage at our fulfillment center, we do not have the ability to change the contentsHowever, the agent was incorrect in advising you that a restocking fee would be deducted from your returnRestocking fees are only charged on items that are returned without all of its original packaging and are not charged on all returns. I have set up a Return Merchandise Authorization (RMA) for your duplicate Star Wars Han and Leia Bathroom Hand TowelsPlease return the product to us by clicking on the below link in order to print off your complimentary USPS return label:http://www.thinkgeek.com/files/return-label.pdfYour Return Merchandise Authorization (RMA) number is: ***Once the warehouse has received your return, a refund of the purchase price will be issued back to your original payment methodYou will not be charged to return this productIf you need any 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 have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I have finally received the reimbursement and I did use the gift card and have received that order without problemHowever, it is sad to me that it took contacting Revdex.com to get any sort of resolveI hope Think Geek will continue to improve their processes and customer service to more satisfactory levels as I have come to find there were a large amount of other customers experiencing similar situations as mine.
Regards,
*** ***
[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 am very sorry for this frustrating experience! Unfortunately, we are facing a large backlog of contacts from the holidays and we are working around the clock to clear as quickly as possibleCustomer 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. At this time, I have confirmed that the Original Set of the Star Wars Family Decals is currently out of stockI would be happy to set up a complimentary return for youI was not able to find your order number with any of your information nor was I able to find the chat transcript with the order numberIf you could please provide me with your order number or the email address used at checkout, I can get this set up for youI apologize for the inconvenience this causes you.Brisbane B*** Operations Specialist
Hi ***,Thank you for contacting ThinkGeek Customer Service.
We're so sorry about the delay getting your stuff to you! Our goal at ThinkGeek
is to exceed our customers’ expectations and we’re really sorry that this time
we didn’t meet yours.I looked at the tracking on your order, and
I
see that it was delivered. I have issued a $gift certificate,***, as
an apology for this frustrating experience. If it arrived too late, please let
me know, and I'd be happy to set up a complimentary return
authorization.If 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
Hi ***,We are very sorry that your original order never made it to you and the replacement was cancelled without a refund being issued! Unfortunately, we had run out of stock before the warehouse was able to fulfill your orderWhile it is no excuse for the incorrect information you received
from our Customer Care Agent, we ramp up quickly during our holiday season, which can lead to less than stellar interactionsThe agent with whom you chatted was confused about the way *** orders were billedThe agent in question is no longer with us but we will make sure our current agents are coached on this to ensure this confusion does not happen againCustomer satisfaction is very important to us and we are sorry that we failed to meet your expectations. A payment reversal was granted on December and the funds were restored to your *** accountWhile I would of course understand if you were to not shop with us again, I would like to invite you back for a better experienceAs an apology for the inconvenience and frustration we have caused you, I have issued a $ThinkGeek gift certificate (ID ***). If there is anything else we can do to make this right for you, please let us know
Hi ***.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 11/25. The only order
associated with your email address that I was able to locate is *** which was placed on 12/at 11pm and was for $257.68. Is that the order you are referring to, as it does have *** *** 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 *** trash can arrived on 12/and everything else arrived on 12/15. I will definitely pass along your feedback about making the order tracking process easier for customer, as I agree with you on that!I apologize that you were not happy with the quality of our Customer Care Agents. Though there is really no excuse for poor service, we ramp up staffing very quickly to support our increased contact volume during the holiday season. Due to this, we have a lot of new agents on the floor, which can unfortunately result in some less than stellar interactions. In regards to the promotion not combining with free shipping, we try to make the details of promotions very clear on our website, so I am sorry if it came as a surprise to you. On the Free Shipping banner, if you click where it says "(click here for details)" you will see the following: (no coupon required; FREE shipping does not combine with other offers). Also, on the promotion itself, there were details stating that it did not combine with free shipping.With all that said, we really don't like to see anyone walk away from us disappointed, since we consider our customer our friends and we do what it takes to keep our friends happy. I've issued a $gift card, ***, 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***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 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 am very sorry for the frustration we have caused you and that you were not contacted again about your order! 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 frustrating interaction you had with our Customer Care Agent, we ramp up staffing very quickly to support our increased contact volume during the holiday season Due to this, we have a lot of new agents on the floor, which can result in less than stellar interactions, like the one you had We will be sure to address this with the agent in question.In regards to 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 ordersWhen the warehouse attempted to reship your order, we no longer had stock of the *** Lamp and they were unable to fulfill the orderI 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 statementI have also 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
[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 I have sent the documents to the Canadian customs and I hope this will be satisfactory since it doesn't show the reimbursement
Regards,
*** ***
From: *** ***Date: Fri, Dec 12, 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], I received the refund from
Thinkgeek, shortly after I filed the complaint. Thank you, ***
Hi ***,Thank you for contacting ThinkGeek We are so sorry you have not received 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 orderYou should see this refund reflected on your bank statement within business daysIn addition, I have issued a $apology gift card (ID ***) for this frustrating experience. We are very sorry for any inconvenience we have caused youIf you need further assistance, please let us know
Hi ***,Thanks for contacting ThinkGeek Customer
Service. We know you must be incredibly frustrated that you haven't received
your ThinkGeek order yet, and we sincerely apologize for the delay. We
identified an issue at our fulfillment center that affected a limited number of
customers, and unfortunately, your order was one of the affected orders.
Customer satisfaction is very important to us and we are sorry that we failed to
meet your expectations.The good news is that we do still have
stock, so we have issued a replacement order *** via expedited shipping
We have also issued you 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! Brisbane B*** Operations Specialist
Hi ***,Thank you for your interest in ThinkGeek and our
products. I am sorry for any confusion regarding why your orders are being
cancelled. We unfortunately cannot fulfill your order request, as it appears
that you are purchasing on our site for the purposes of reselling
ThinkGeek
products. As stated in the terms of use, the sale of ThinkGeek branded products
is prohibited on any third party marketplace websites without the express
permission of ThinkGeekThese websites include, but aren't limited to:
***.com, ***.com, ***.com, and ***. I apologize for any inconvenience
that this creates. If anything changes in the future we will be happy to let
you know
Eva E***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 have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Hi ***,We apologize that you have not received your refundThe refund has been issued and should show upon your credit card statement within business days. If there is anything else we can do, please let us know.Sincerely,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,
*** ***
[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 ThinkGeek in reference to complaint ID ***, and find that this resolution is satisfactory to me Thank you for assisting me with this issue and I very much appreciate what ThinkGeek has done to make this situation correct
Regards,
*** ***
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
***) as an apology for this poor experience.If there
is anything else I can do to make this right for you, please don't hesitate to
ask. Again, I apologize for this major inconvenience, however I hope you will
give us another chance in the future to provide you with geeky
loot
Eva E***Customer Service
Manager
Hi ***,Thank you for contacting ThinkGeek We are so sorry you did not receive 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. After looking into your order, I see that a Customer Care Agent issued a full refund back to your original payment on December I have also issued a $apology gift card (ID ***) for this frustrating experience. If there is anything else I can do to make this better, please don't hesitate to ask.Brisbane B***Operations Specialist
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 beenI am also very sorry for the customer service you received 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 questionWe are committed to learning from this and making it up to all of our customers. Once orders move into the processing stage at our fulfillment center, we do not have the ability to change the contentsHowever, the agent was incorrect in advising you that a restocking fee would be deducted from your returnRestocking fees are only charged on items that are returned without all of its original packaging and are not charged on all returns. I have set up a Return Merchandise Authorization (RMA) for your duplicate Star Wars Han and Leia Bathroom Hand TowelsPlease return the product to us by clicking on the below link in order to print off your complimentary USPS return label:http://www.thinkgeek.com/files/return-label.pdfYour Return Merchandise Authorization (RMA) number is: ***Once the warehouse has received your return, a refund of the purchase price will be issued back to your original payment methodYou will not be charged to return this productIf you need any 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 have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I have finally received the reimbursement and I did use the gift card and have received that order without problemHowever, it is sad to me that it took contacting Revdex.com to get any sort of resolveI hope Think Geek will continue to improve their processes and customer service to more satisfactory levels as I have come to find there were a large amount of other customers experiencing similar situations as mine.
Regards,
*** ***
[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 am very sorry for this frustrating experience! Unfortunately, we are facing a large backlog of contacts from the holidays and we are working around the clock to clear as quickly as possibleCustomer 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. At this time, I have confirmed that the Original Set of the Star Wars Family Decals is currently out of stockI would be happy to set up a complimentary return for youI was not able to find your order number with any of your information nor was I able to find the chat transcript with the order numberIf you could please provide me with your order number or the email address used at checkout, I can get this set up for youI apologize for the inconvenience this causes you.Brisbane B*** Operations Specialist
Hi ***,Thank you for contacting ThinkGeek Customer Service.
We're so sorry about the delay getting your stuff to you! Our goal at ThinkGeek
is to exceed our customers’ expectations and we’re really sorry that this time
we didn’t meet yours.I looked at the tracking on your order, and
I
see that it was delivered. I have issued a $gift certificate,***, as
an apology for this frustrating experience. If it arrived too late, please let
me know, and I'd be happy to set up a complimentary return
authorization.If 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
Hi ***,We are very sorry that your original order never made it to you and the replacement was cancelled without a refund being issued! Unfortunately, we had run out of stock before the warehouse was able to fulfill your orderWhile it is no excuse for the incorrect information you received
from our Customer Care Agent, we ramp up quickly during our holiday season, which can lead to less than stellar interactionsThe agent with whom you chatted was confused about the way *** orders were billedThe agent in question is no longer with us but we will make sure our current agents are coached on this to ensure this confusion does not happen againCustomer satisfaction is very important to us and we are sorry that we failed to meet your expectations. A payment reversal was granted on December and the funds were restored to your *** accountWhile I would of course understand if you were to not shop with us again, I would like to invite you back for a better experienceAs an apology for the inconvenience and frustration we have caused you, I have issued a $ThinkGeek gift certificate (ID ***). If there is anything else we can do to make this right for you, please let us know