Hi,I am so sorry it took so long to handle your email and complaint. Please note that we have refunded you for the item you did not receive. Please confirm.Thank you
Hi [redacted],Thank you for contacting ThinkGeek! We apologize that your order never made it to 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. Upon investigating your order, I do see that one of our Customer Care Agents had set up your refund. Unfortunately, he mistakenly did not issue it at the time. I have issued a full refund of $69.96 back to your credit card. It may take up to 5 business days for your refund to be reflected on your bank statement. As an apology for the inconvenience we have caused you, I have issued you a $20 ThinkGeek gift certificate. This will be emailed to you shortly. If there is anything else we can help you with, please let us know.Brisbane B[redacted]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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Hi [redacted],Thank you for contacting ThinkGeek. 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. I am also very sorry that the Flux Capacitor Watch you received arrived defective. We take the quality of our products seriously! I have issued a replacement Flux Capacitor Watch to be sent to you. Your new order number is [redacted]. You will receive an email receipt shortly and tracking once it has shipped. At your convenience, please return the defective watch to us. We will do further testing on your unit to ensure any possible defects are identified and addressed. You can print out a [redacted] return label by clicking on the below:[redacted]If there is anything else I can do for you, please let me know. I hope you have a nice day.Brisbane B[redacted]Operations Specialist
Hi [redacted],We are very sorry that your order did not arrive on time. The delivery of your order seems to have been delayed by [redacted]. All ThinkGeek orders are subject to a 1-2 day processing time, which is outside of the time spent in transit. Standard shipping can take 2-6 business days to be delivered. Upon looking into your order, I see that it was processed within the 2 day timeframe but delivered in 7 business days. Since the delivery of your order was delayed, a refund of your shipping charges has been issued. You should see this on your bank statement within 5 business days. Unfortunately, we do not have the ability to go back in time to get this product to you prior to your leaving for vacation. If you no longer have a need for the item you purchased, please let me know and I will set up a complimentary return for you. I am very sorry for the inconvenience this caused you. Brisbane B[redacted]Operations Specialist
Hello Ms. Sanges,I am sincerely sorry for the negative experience that you had with our company. When ordering online, you trust 1) that the company will follow through with the information not only stated but guaranteed on the site messaging and 2) that if any problem should arise, that the...
issue would be treating in an ideal manner with the respect you deserve as a customer and friend. I apologize that the service we expect out of our customer service representatives was not given to you. I have pulled the interactions you had with Nicki and we will be coaching her on how the situation should have been handled so this will not happen to anyone else in the future. I do see the Nicki did refund you the $12.95 spent on Expedited shipping. I have gone ahead and refunded the $49.98 for the items that you purchased, so if you have not already returned them, please keep them for free as an apology for the less-than-stellar service you received. While the standard is always held true, we coach our agents to be particularly mindful of shipping delays around holidays because we want our customers to trust us and our services to get your gifts to you when you want them.If there anything else I can do to assist you, simply respond to this message and I can personally address the matter.Have a wonderful day,Rebecca S[redacted]Customer Experience Analyst.
Hi [redacted].I am so sorry for the issues you had trying to reach Customer Care. I looked into your order, and it appears as if it has been mostly resolved. I went ahead and refunded you for the diaper bag. Let me know if there is anything else I can do to make this right for you....
Happy holidays!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 have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Hi [redacted],Thank you for contacting ThinkGeek. I'm incredibly sorry for the service you received from our Customer Care Agent. 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.We are also sorry that your order never made it to you. We see that your issue has already been addressed and a full refund of $122.95 was issued back to your credit card on December 23. If you have not received the refund or need further assistance, please let us know.Brisbane B[redacted]Operations Specialist
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: From: [redacted] <[redacted].[redacted].[redacted]>Date: Fri, Dec 26, 2014 at 9:25 AMSubject: Complaint ID # [redacted]To: "[email protected]" <[email protected]>Hello, Would you please contact again, (2nd time now) the company in which the complaint is against; ThinkGeek. They notified me via email on 12/19/2014 that they would fully refund my account within 48 hours. As of the date and time of this email I have still not received the full refund. In addition, I have found no way to update or add additional information to the original complaint with the Revdex.com. I greatly appreciate your help. Thank you, [redacted]###-###-####
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 $25 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 [redacted],Thank you for contacting ThinkGeek. We are very sorry that your order did not arrive by Christmas. 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.We are also sorry that the previous agents had misinformed you about the delivery of your order. 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 agents with whom you had chatted. A full refund of your order was issued on December 29, per your request. The agent with whom you chatted also issued you a $30 ThinkGeek gift certificate as an apology for the inconvenience. Upon checking stock, I see that we still have stock of the items you ordered. I have issued a replacement order, [redacted], to be shipped to you via Expedited Shipping. You will receive an email receipt shortly and tracking once it has shipped. I apologize for the inconvenience we have caused you. If you have any further questions or concerns, please do not hesitate to contact me.Brisbane B[redacted]Operations Specialist
Hi [redacted]We are so sorry we were unable to fulfill your
order! We identified an issue at our fulfillment center that affected a limited
number of customers, and unfortunately, your order was one of the affected
orders. Customer satisfaction is very important to us and we are...
sorry that we
failed to meet your expectations.We have confirmed that we no
longer have stock available to be shipped to you at this time. I have issued a
full refund for your order. In addition, I have issued a $20 apology gift card
(ID [redacted]) for this frustrating experience.If there is anything else
I can do to make this better, please don't hesitate to ask.
Eva E[redacted]Customer Service
Manager
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. 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:
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 was contacted by the company via email and was sent a satisfactory response to my issue.
Regards,
[redacted]
Hi [redacted].I apologize for your first order not reaching you and for any confusion about the refund. The blanket was actually only $14.99 and it was refunded on 12/09 to the card ending in [redacted]. Two $10 gift certificates were emailed to [redacted] and the gift certificate IDs are...
[redacted] & [redacted]. I've just refunded you for the defective Universal Clip-On Lens System.The good news is that we just received more inventory of the Doctor Who Blanket, so I am going to send one to you complimentary! If I can do anything else to make this right for you, please don't hesitate to ask.Eva E[redacted]Customer Service Manager
Hi [redacted],I sincerely apologize for the missing batteries
and for severe delay responding to your emails. We had some staffing issues due
to the inclement weather, so we unfortunately ended up with a large
backlog.I've issued an expedited replacement order,
[redacted]. You will...
receive tracking information for the order as soon as it
gets loaded onto the truck. I 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
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.
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:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Hi [redacted],Thank you for contacting ThinkGeek. I sincerely apologize you have had to spend so much time trying to return your purchase! We have been working through some staffing issues. I understand that this does not excuse the unacceptable wait times you experienced. We are working around the...
clock to get this wait time down to an acceptable amount of time. After looking at your order, I see that one of our Customer Care Agents has issued a full refund back to your [redacted] account. She also issued you a $10 ThinkGeek gift certificate as an apology for this frustrating experience. In case you have not received the email, your gift certificate ID is [redacted] and will be valid for 5 years. If there is anything more I can do to make this right for you, please don't hesitate to ask. I hope you have a nice day.Brisbane B[redacted]Operations Specialist
Hi,I am so sorry it took so long to handle your email and complaint. Please note that we have refunded you for the item you did not receive. Please confirm.Thank you
Hi [redacted],Thank you for contacting ThinkGeek! We apologize that your order never made it to 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. Upon investigating your order, I do see that one of our Customer Care Agents had set up your refund. Unfortunately, he mistakenly did not issue it at the time. I have issued a full refund of $69.96 back to your credit card. It may take up to 5 business days for your refund to be reflected on your bank statement. As an apology for the inconvenience we have caused you, I have issued you a $20 ThinkGeek gift certificate. This will be emailed to you shortly. If there is anything else we can help you with, please let us know.Brisbane B[redacted]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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Hi [redacted],Thank you for contacting ThinkGeek. 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. I am also very sorry that the Flux Capacitor Watch you received arrived defective. We take the quality of our products seriously! I have issued a replacement Flux Capacitor Watch to be sent to you. Your new order number is [redacted]. You will receive an email receipt shortly and tracking once it has shipped. At your convenience, please return the defective watch to us. We will do further testing on your unit to ensure any possible defects are identified and addressed. You can print out a [redacted] return label by clicking on the below:[redacted]If there is anything else I can do for you, please let me know. I hope you have a nice day.Brisbane B[redacted]Operations Specialist
Hi [redacted],We are very sorry that your order did not arrive on time. The delivery of your order seems to have been delayed by [redacted]. All ThinkGeek orders are subject to a 1-2 day processing time, which is outside of the time spent in transit. Standard shipping can take 2-6 business days to be delivered. Upon looking into your order, I see that it was processed within the 2 day timeframe but delivered in 7 business days. Since the delivery of your order was delayed, a refund of your shipping charges has been issued. You should see this on your bank statement within 5 business days. Unfortunately, we do not have the ability to go back in time to get this product to you prior to your leaving for vacation. If you no longer have a need for the item you purchased, please let me know and I will set up a complimentary return for you. I am very sorry for the inconvenience this caused you. Brisbane B[redacted]Operations Specialist
Hello Ms. Sanges,I am sincerely sorry for the negative experience that you had with our company. When ordering online, you trust 1) that the company will follow through with the information not only stated but guaranteed on the site messaging and 2) that if any problem should arise, that the...
issue would be treating in an ideal manner with the respect you deserve as a customer and friend. I apologize that the service we expect out of our customer service representatives was not given to you. I have pulled the interactions you had with Nicki and we will be coaching her on how the situation should have been handled so this will not happen to anyone else in the future. I do see the Nicki did refund you the $12.95 spent on Expedited shipping. I have gone ahead and refunded the $49.98 for the items that you purchased, so if you have not already returned them, please keep them for free as an apology for the less-than-stellar service you received. While the standard is always held true, we coach our agents to be particularly mindful of shipping delays around holidays because we want our customers to trust us and our services to get your gifts to you when you want them.If there anything else I can do to assist you, simply respond to this message and I can personally address the matter.Have a wonderful day,Rebecca S[redacted]Customer Experience Analyst.
Hi [redacted].I am so sorry for the issues you had trying to reach Customer Care. I looked into your order, and it appears as if it has been mostly resolved. I went ahead and refunded you for the diaper bag. Let me know if there is anything else I can do to make this right for you....
Happy holidays!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 have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Hi [redacted],Thank you for contacting ThinkGeek. I'm incredibly sorry for the service you received from our Customer Care Agent. 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.We are also sorry that your order never made it to you. We see that your issue has already been addressed and a full refund of $122.95 was issued back to your credit card on December 23. If you have not received the refund or need further assistance, please let us know.Brisbane B[redacted]Operations Specialist
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: From: [redacted] <[redacted].[redacted].[redacted]>Date: Fri, Dec 26, 2014 at 9:25 AMSubject: Complaint ID # [redacted]To: "[email protected]" <[email protected]>Hello, Would you please contact again, (2nd time now) the company in which the complaint is against; ThinkGeek. They notified me via email on 12/19/2014 that they would fully refund my account within 48 hours. As of the date and time of this email I have still not received the full refund. In addition, I have found no way to update or add additional information to the original complaint with the Revdex.com. I greatly appreciate your help. Thank you, [redacted]###-###-####
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 $25 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 [redacted],Thank you for contacting ThinkGeek. We are very sorry that your order did not arrive by Christmas. 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.We are also sorry that the previous agents had misinformed you about the delivery of your order. 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 agents with whom you had chatted. A full refund of your order was issued on December 29, per your request. The agent with whom you chatted also issued you a $30 ThinkGeek gift certificate as an apology for the inconvenience. Upon checking stock, I see that we still have stock of the items you ordered. I have issued a replacement order, [redacted], to be shipped to you via Expedited Shipping. You will receive an email receipt shortly and tracking once it has shipped. I apologize for the inconvenience we have caused you. If you have any further questions or concerns, please do not hesitate to contact me.Brisbane B[redacted]Operations Specialist
Hi [redacted]We are so sorry we were unable to fulfill your
order! We identified an issue at our fulfillment center that affected a limited
number of customers, and unfortunately, your order was one of the affected
orders. Customer satisfaction is very important to us and we are...
sorry that we
failed to meet your expectations.We have confirmed that we no
longer have stock available to be shipped to you at this time. I have issued a
full refund for your order. In addition, I have issued a $20 apology gift card
(ID [redacted]) for this frustrating experience.If there is anything else
I can do to make this better, please don't hesitate to ask.
Eva E[redacted]Customer Service
Manager
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. 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:
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 was contacted by the company via email and was sent a satisfactory response to my issue.
Regards,
[redacted]
Hi [redacted].I apologize for your first order not reaching you and for any confusion about the refund. The blanket was actually only $14.99 and it was refunded on 12/09 to the card ending in [redacted]. Two $10 gift certificates were emailed to [redacted] and the gift certificate IDs are...
[redacted] & [redacted]. I've just refunded you for the defective Universal Clip-On Lens System.The good news is that we just received more inventory of the Doctor Who Blanket, so I am going to send one to you complimentary! If I can do anything else to make this right for you, please don't hesitate to ask.Eva E[redacted]Customer Service Manager
Hi [redacted],I sincerely apologize for the missing batteries
and for severe delay responding to your emails. We had some staffing issues due
to the inclement weather, so we unfortunately ended up with a large
backlog.I've issued an expedited replacement order,
[redacted]. You will...
receive tracking information for the order as soon as it
gets loaded onto the truck. I 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
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.
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:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Hi [redacted],Thank you for contacting ThinkGeek. I sincerely apologize you have had to spend so much time trying to return your purchase! We have been working through some staffing issues. I understand that this does not excuse the unacceptable wait times you experienced. We are working around the...
clock to get this wait time down to an acceptable amount of time. After looking at your order, I see that one of our Customer Care Agents has issued a full refund back to your [redacted] account. She also issued you a $10 ThinkGeek gift certificate as an apology for this frustrating experience. In case you have not received the email, your gift certificate ID is [redacted] and will be valid for 5 years. If there is anything more I can do to make this right for you, please don't hesitate to ask. I hope you have a nice day.Brisbane B[redacted]Operations Specialist