Hi ***,I'm so sorry for the issues you had, and for not
getting consistent information from agents. I pulled up the order to
investigate, and it does appear there was a problem with the package leaving the
carrier's sort facility (the status update is not showing any updated or
recent
activity). I've opened an investigation, but the results will not be back in
time for Christmas, and I want to get this resolved
immediately.We were out of stock of the item, but the good
news is that we just received a new shipment. I see that you have already been
refunded, so I have issued a complimentary replacement order, #*** via
expedited shipping since you have already been waiting for your orderWe 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! Happy holidays!
Eva E***Customer Service
Manager
Hi ***
I sincerely apologize for the delay
getting back to you via email, and for the issues you experienced getting
through to our Customer Care Team. We had some staffing issues due to the
inclement weather, so we unfortunately ended up with a large backlog of emails,
which
led to high wait times for phone and chat. I just took a look at your
order, and I see that your return was received by our warehouse on 1/27. You
should see your refund reflected on your credit card within the next few days,
if it is not there already.
Customer satisfaction is incredibly
important to us, and I am incredibly sorry for the issues you had with our
return process! I have issued a $gift certificate (ID ***) as an
apology for this frustrating 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 ThinkGeekI am very sorry that we were unable to fulfill part of your order and that you have not yet received a refundI am also very sorry that you have not received a response to your previous inquires and had to resort to filing a Revdex.com complainCustomer
satisfaction is very important to us and we are sorry that we failed to meet your expectations I have issued a refund of the purchase price back to your credit cardYou should see the refund on your bank statement within the next business daysI see that we recently received stock of the Tetris Lamp and am sending you one, complimentary, as an apologyYour new order number is ***You will receive an email receipt shortly and tracking once it has shipped. If there is anything else I can do to make this right for you, please do not hesitate to askHave a nice day!Brisbane B***Operations Specialist
Hi ***,Thank you for contacting ThinkGeek! I am very sorry for the delay in your refund! Per our website, returns processing can take up to weeksUpon checking your Return Merchandise Authorization (RMA), your return was processed on December and store credit was issuedThe gift
certificate was sent to the email address associated with your orderAs an apology for the inconvenience and frustration, I have issued an additional $ThinkGeek gift certificate, ID ***, If you have any other questions or concerns, please do not hesitate to contact us. Brisbane B***Operations Specialist
Hi ***,Thank you for contacting ThinkGeekI am sorry for any undue stress we may have caused you this holiday season! 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 question.According to the *** tracking (number ***) associated with your order, your package was successfully delivered on December at 3:PMIf you have not received your order, please let me know and I will open an investigation with ***.If you need any further assistance regarding your order, please do not hesitate to contact us.Brisbane B***Operations Specialist
Hi ***.I am so sorry that the agent gave you inaccurate information! It looks as if we have already resolved this, but please let me know if there is anything else I can do for you.Regards.Eva E***Customer Service Manager
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 ***) for this frustrating experience.If
there is anything else I can do to make this better, please don't hesitate to
ask
Eva E***Customer Service
Manager
Hi ***,Thank you for contacting ThinkGeek! We apologize that your R2-DLuggage never made it to you! Upon looking into your order, I see that one of our Customer Care Agents has issued a replacement order, ***, to be shipped to you via Expedited shippingI also see that you have been sent
gift certificates (ID ***, ***, and ***) equaling $as an apology for the inconvenience we have caused you.Your order was shipped today and can be tracked on ***.com with tracking number ***Please let us know if there are no tracking updates within the next hoursIf you have any other questions or concerns, please let me know. 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: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,
*** ***
Hi ***,I 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. We are also sorry for any frustration we have caused you! We identified an issue at our fulfillment center that affected a limited number of customers, and unfortunately, your original order was one of the affected ordersOnce the warehouse had identified the issue, a reshipment of your order was sent via ***According to the *** tracking, ***, it was delivered on December We also see that an agent had responded to your email prior to the warehouse reshipping your orderThe agent issued a replacement of the two items in stock at the time and a refund of the TARDIS teapot that unfortunately, was out of stockThe *** tracking, ***, associated with the replacement order shows the package was delivered on December As an apology for the inconvenience we had caused, the agent also issued two $ThinkGeek gift certificates for you to use on a future purchaseIf you have not received the gift certificates, refund for the TARDIS teapot, or your merchandise, or if further assistance is needed, 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.
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 ***,We are so sorry your order still has not reached
you and that the agent was unable to assist you! Customer satisfaction is very
important to us and we are sorry that we failed to meet your
expectations
I pulled up the order to investigate, and it does appear there was a
problem with the package leaving the carrier's sort facility (the status update
is not showing any updated or recent activity). I've opened an investigation,
but the results will not be back in time for Christmas, and I want to get this
resolved immediately. The good news is that we do still have
stock, so we have issued a replacement order, #*** via expedited shipping
since you have already been waiting for your orderWe 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!
Eva E***Customer Service
Manager
[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:
You could of addressed this betterI emailed you times with no responseIt took a Revdex.com complaint to get you to address this issue
Regards,
*** ***
Hi ***,Thank you for contacting ThinkGeekWe are so sorry for the delay in your order reaching youWe 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 the warehouse had identified the issue, your order was reshippedAccording to the *** tracking, ***, your order was successfully delivered on December I have also issued you a $apology gift card (ID ***) for the inconvenience we have caused youIf the item arrived too late, please let me know and I would be happy to set up a complimentary return.If you need any further assistance, please do not hesitate to ask.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 apologize for any inconvenience we have caused youYour original order was cancelled due to an update of information in our systemUnfortunately, our fulfillment center did not catch this and they incorrectly cancelled your orderWhen you had
contacted us regarding your second order, the agent should have issued a price adjustment for you and I am very sorry that they did notWhen you had requested to return the product, they should have provided you with return instructions and our warehouse would have issued the correct refund once the return was processedThough 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 question.I have issued a refund of the $paid in sales tax on your orderYou should see the refund on your *** account shortlyIf there is anything else we can do for you, please let us know.Brisbane B***Operations Specialist
Hi [redacted],Thank you for contacting ThinkGeek. We apologize that your order arrived damaged and that you were unable to connect with us via LiveChat! 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. Unfortunately, the Light Show Fountain Speakers you purchased are currently out of stock. Upon looking at your Return Merchandise Authorization, I see that a refund of $36.94 was issued back to your credit card on January 6. You should see the refund reflected on your credit card statement within 5 business days. An apology $10 gift certificate was sent you and you should receive it shortly. We apologize for the inconvenience we have caused you. If there is anything else we can help you with, please let us know.Brisbane B[redacted] Operations Specialist
Hi [redacted].Thanks for contacting ThinkGeek Customer Service. I
sincerely apologize for the delay getting back to you. We had some staffing
issues due to the inclement weather, so we unfortunately ended up with a large
backlog. We know you must be incredibly frustrated that you...
haven't received
your ThinkGeek order yet, and we sincerely apologize for the delay. We
identified an issue at our fulfillment center that affected a limited number of
customers, and unfortunately, your order was one of the affected orders.
Customer satisfaction is very important to us and we are sorry that we failed to
meet your expectations.The good news is that we do still have
stock, so we have issued a replacement order [redacted] via expedited shipping.
We have also issued you a $20 apology gift card (ID [redacted]) for this less
than ideal situation. If there is anything else I can do to make
this right for you, please don't hesitate to ask. Again, I apologize for this
major inconvenience, however I hope you will give us another chance in the
future to provide you with geeky loot.
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:
The business has not responded well, but I have no more time to devote to the matter.
Regards,
[redacted]
Hi ***,I'm so sorry for the issues you had, and for not
getting consistent information from agents. I pulled up the order to
investigate, and it does appear there was a problem with the package leaving the
carrier's sort facility (the status update is not showing any updated or
recent
activity). I've opened an investigation, but the results will not be back in
time for Christmas, and I want to get this resolved
immediately.We were out of stock of the item, but the good
news is that we just received a new shipment. I see that you have already been
refunded, so I have issued a complimentary replacement order, #*** via
expedited shipping since you have already been waiting for your orderWe 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! Happy holidays!
Eva E***Customer Service
Manager
Hi ***
I sincerely apologize for the delay
getting back to you via email, and for the issues you experienced getting
through to our Customer Care Team. We had some staffing issues due to the
inclement weather, so we unfortunately ended up with a large backlog of emails,
which
led to high wait times for phone and chat. I just took a look at your
order, and I see that your return was received by our warehouse on 1/27. You
should see your refund reflected on your credit card within the next few days,
if it is not there already.
Customer satisfaction is incredibly
important to us, and I am incredibly sorry for the issues you had with our
return process! I have issued a $gift certificate (ID ***) as an
apology for this frustrating 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 ThinkGeekI am very sorry that we were unable to fulfill part of your order and that you have not yet received a refundI am also very sorry that you have not received a response to your previous inquires and had to resort to filing a Revdex.com complainCustomer
satisfaction is very important to us and we are sorry that we failed to meet your expectations I have issued a refund of the purchase price back to your credit cardYou should see the refund on your bank statement within the next business daysI see that we recently received stock of the Tetris Lamp and am sending you one, complimentary, as an apologyYour new order number is ***You will receive an email receipt shortly and tracking once it has shipped. If there is anything else I can do to make this right for you, please do not hesitate to askHave a nice day!Brisbane B***Operations Specialist
Hi ***,Thank you for contacting ThinkGeek! I am very sorry for the delay in your refund! Per our website, returns processing can take up to weeksUpon checking your Return Merchandise Authorization (RMA), your return was processed on December and store credit was issuedThe gift
certificate was sent to the email address associated with your orderAs an apology for the inconvenience and frustration, I have issued an additional $ThinkGeek gift certificate, ID ***, If you have any other questions or concerns, please do not hesitate to contact us. Brisbane B***Operations Specialist
Hi ***,Thank you for contacting ThinkGeekI am sorry for any undue stress we may have caused you this holiday season! 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 question.According to the *** tracking (number ***) associated with your order, your package was successfully delivered on December at 3:PMIf you have not received your order, please let me know and I will open an investigation with ***.If you need any further assistance regarding your order, please do not hesitate to contact us.Brisbane B***Operations Specialist
Hi ***.I am so sorry that the agent gave you inaccurate information! It looks as if we have already resolved this, but please let me know if there is anything else I can do for you.Regards.Eva E***Customer Service Manager
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 ***) for this frustrating experience.If
there is anything else I can do to make this better, please don't hesitate to
ask
Eva E***Customer Service
Manager
Hi ***,Thank you for contacting ThinkGeek! We apologize that your R2-DLuggage never made it to you! Upon looking into your order, I see that one of our Customer Care Agents has issued a replacement order, ***, to be shipped to you via Expedited shippingI also see that you have been sent
gift certificates (ID ***, ***, and ***) equaling $as an apology for the inconvenience we have caused you.Your order was shipped today and can be tracked on ***.com with tracking number ***Please let us know if there are no tracking updates within the next hoursIf you have any other questions or concerns, please let me know. 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: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,
*** ***
Hi ***,I 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. We are also sorry for any frustration we have caused you! We identified an issue at our fulfillment center that affected a limited number of customers, and unfortunately, your original order was one of the affected ordersOnce the warehouse had identified the issue, a reshipment of your order was sent via ***According to the *** tracking, ***, it was delivered on December We also see that an agent had responded to your email prior to the warehouse reshipping your orderThe agent issued a replacement of the two items in stock at the time and a refund of the TARDIS teapot that unfortunately, was out of stockThe *** tracking, ***, associated with the replacement order shows the package was delivered on December As an apology for the inconvenience we had caused, the agent also issued two $ThinkGeek gift certificates for you to use on a future purchaseIf you have not received the gift certificates, refund for the TARDIS teapot, or your merchandise, or if further assistance is needed, 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.
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 ***,We are so sorry your order still has not reached
you and that the agent was unable to assist you! Customer satisfaction is very
important to us and we are sorry that we failed to meet your
expectations
I pulled up the order to investigate, and it does appear there was a
problem with the package leaving the carrier's sort facility (the status update
is not showing any updated or recent activity). I've opened an investigation,
but the results will not be back in time for Christmas, and I want to get this
resolved immediately. The good news is that we do still have
stock, so we have issued a replacement order, #*** via expedited shipping
since you have already been waiting for your orderWe 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!
Eva E***Customer Service
Manager
[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:
You could of addressed this betterI emailed you times with no responseIt took a Revdex.com complaint to get you to address this issue
Regards,
*** ***
Hi ***,Thank you for contacting ThinkGeekWe are so sorry for the delay in your order reaching youWe 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 the warehouse had identified the issue, your order was reshippedAccording to the *** tracking, ***, your order was successfully delivered on December I have also issued you a $apology gift card (ID ***) for the inconvenience we have caused youIf the item arrived too late, please let me know and I would be happy to set up a complimentary return.If you need any further assistance, please do not hesitate to ask.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 apologize for any inconvenience we have caused youYour original order was cancelled due to an update of information in our systemUnfortunately, our fulfillment center did not catch this and they incorrectly cancelled your orderWhen you had
contacted us regarding your second order, the agent should have issued a price adjustment for you and I am very sorry that they did notWhen you had requested to return the product, they should have provided you with return instructions and our warehouse would have issued the correct refund once the return was processedThough 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 question.I have issued a refund of the $paid in sales tax on your orderYou should see the refund on your *** account shortlyIf there is anything else we can do for you, please let us know.Brisbane B***Operations Specialist
Hi [redacted],Thank you for contacting ThinkGeek. We apologize that your order arrived damaged and that you were unable to connect with us via LiveChat! 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. Unfortunately, the Light Show Fountain Speakers you purchased are currently out of stock. Upon looking at your Return Merchandise Authorization, I see that a refund of $36.94 was issued back to your credit card on January 6. You should see the refund reflected on your credit card statement within 5 business days. An apology $10 gift certificate was sent you and you should receive it shortly. We apologize for the inconvenience we have caused you. If there is anything else we can help you with, please let us know.Brisbane B[redacted] Operations Specialist
Hi [redacted].Thanks for contacting ThinkGeek Customer Service. I
sincerely apologize for the delay getting back to you. We had some staffing
issues due to the inclement weather, so we unfortunately ended up with a large
backlog. We know you must be incredibly frustrated that you...
haven't received
your ThinkGeek order yet, and we sincerely apologize for the delay. We
identified an issue at our fulfillment center that affected a limited number of
customers, and unfortunately, your order was one of the affected orders.
Customer satisfaction is very important to us and we are sorry that we failed to
meet your expectations.The good news is that we do still have
stock, so we have issued a replacement order [redacted] via expedited shipping.
We have also issued you a $20 apology gift card (ID [redacted]) for this less
than ideal situation. If there is anything else I can do to make
this right for you, please don't hesitate to ask. Again, I apologize for this
major inconvenience, however I hope you will give us another chance in the
future to provide you with geeky loot.
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:
The business has not responded well, but I have no more time to devote to the matter.
Regards,
[redacted]