Hi [redacted].I am so incredibly sorry for the issues you had attempting to get your prize! You should be celebrating and happy when you win a prize from ThinkGeek, not frustrated and angry. We had a transition of responsibilities within the company, and I think the responsibility for who...
was supposed to reach out to you was lost somewhere in the mix. I reached out to our Social Media Team, and they state they have been in contact with you regarding this issue. If this is not the case, please let me know right away and I will look into this further. Again, my sincere apologies and I hope you were able to finally receive your well-deserved prize!Regards,Eva E[redacted]Customer Service Manager
Hi,I am sorry you had trouble with the shipping on your order. I see you placed the order on 2/3 and it left our warehouse on 2/4. Two to three day shipping would bring us to the weekend and this service doesn't deliver on the weekend unless it is scheduled for an extra fee. That...
is why it is not being delivered until Monday.I can refund a few dollars off the fee to maybe $10 charge to you but we are still paying for your expedited shipping costs.Thank you,Heather
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
The facts listed in the response are not correct. My initial order did meet the $75 total, but since the site did not offer free shipping as per their policy, I obtained the other item from a separate vendor and modified my order. However, since they did provide me with a certificate for free shipping and have updated their web site to reflect shipping to the contiguous rather than continental US, I am satisfied with their response. Here is the e-mail where they admitted their error. Response By Outbound Email (Ranae) (05/04/2015 04:10 PM)Hello again [redacted],I did some research on this and do see the mistake on our side. I will escalate this along and have it fixed. I am sorry for all the inconvenience this has caused you. Please let me know if there is anything else I can assist you with. Have a great day! Ranae H The Time Traveling Vampire SlayerCustomer By Inbound Email ([redacted]) (05/04/2015 03:57 PM)I appreciate your response and resolution, but for the record that may be what your shipping page states, but the link I followed on your home page states 'Or, if you'd prefer, Standard Shipping for our continental U.S. customers is free when you spend $75 or more. Note that free shipping doesn't combine with other offers.'. That link specified continental, not contiguous, which is what triggered my complaint when you would not honor it. Response By Outbound Email (Ranae) (05/04/2015 02:46 PM)Hi [redacted], You recently filled out a survey about your ThinkGeek Experience. Customer satisfaction is very important to us and we are sorry that we failed to meet your expectations. I am very sorry that free shipping was not applied to your order. Unfortunately, our free shipping is only good for the contiguous U.S. (lower 48 states) which excluded Alaska and Hawaii. This information is stated on our shipping page here:http://www.thinkgeek.com/help/shipping.shtml . As a one time accommodation, I have issued you a gift certificate for the amount of shipping on your order. Please note free shipping will not be added to any other order in the future. This will be in your email in box shortly and does not expire for five years. I apologize for any inconvenience this has caused you. We appreciate your feedback about your recent experience. If you have any other questions or concerns, please do not hesitate to contact us. Ranae H The Time Traveling Vampire SlayerCustomer By Inbound CSAT Follow Up ([redacted]) (05/02/2015 02:50 AM)Low CSAT Score
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. They were able to resolve my situation in a timely manner.
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 am very sorry you received a defective item! I took a look at your order and see that this issue has been resolved. A replacement, ThinkGeek order number [redacted], has been shipped and delivered. If you are experiencing any issues with your...
replacement, please let me know!If there is anything else I can do for you, please let me know. Have a nice day!Brisbane B[redacted]Operations Specialist
From: Rebecca S[redacted] <[redacted]@thinkgeek.com>Date: Wed, Jun 24, 2015 at 10:30 AMSubject: Re: [redacted] Complaint (Overdue) #[redacted]To: [redacted] <[redacted]@myRevdex.com.org>Hello [redacted], The customer's order listed in the complaint does not meet ThinkGeek's $75 order threshold and [redacted]...
2 day shipping was selected at the time of check-out, which is why free shipping was not supplied. However, customer service previously provided him with a gift certificate for the exact amount of shipping, despite the order total not meeting the threshold. I have attached a copy of the customer's invoice as well as a screenshot of our shipping offer.
[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 this huge corporation could easily refund our gift card yet it refuses too. Go ahead and close this complaint, it's pointless to talk to them. Think Geek has lost my husband and I as customers and our friends and families as well. They sullied their reputation over $200 but I doubt it makes any difference at all to them.
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. Thank you for your understanding and providing further accommodation to my issue; it leaves me with a better feeling and hope for the future.
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. As you know, we had identified an error at our fulfillment center and I am very sorry that your order was affected. I see that a full refund was issued on February 9. You should see the refund reflected on your credit card statement now but if you do not,...
please contact your bank. I would really hate to cause your grandchild any more disappointment! I see that we have one of the Star Wars Remote Controlled Lightsaber Room Light at our fulfillment center and I am sending one, complimentary, to you. Your new order number is [redacted] and it will be shipped via Express shipping to get it to you as quickly as possible. We are very sorry for the inconvenience we caused you this holiday season and hope you give us another chance to provide you with geeky loot in the future.If you have any other issues or concerns, please do not hesitate to contact us. I hope you have a nice day.Brisbane B[redacted]Operations Specialist
I am so sorry for the difficulties you had with our services. I have requested that we have this information stated on our website. We have changed this process recently since it was very difficult to cancel orders after they went to the warehouse for processing. Can we offer you a...
Gift Certificate for $10 for your trouble?Thank you,HeatherOperations Manager
As a one time courtesy we can issue a $5 store credit to resolve the issue. Please confirm if that is acceptable, I can have them issue it today. It's still unclear regarding the slow response. We looked over his ticket again - it was resolved within 48 hours and it was never indicated that our response was too slow or missed the sale because of it. In addition, we were not asked for a price adjustment in his tickets. We missed the second question in his original ticket, but when he re-iterated and asked about it, I can see we sent a response first thing in the morning (he sent his reply at midnight), and also that he could have gotten the information he needed via the product page.
---------- Forwarded message ----------
From: [redacted]<[redacted]>
Date: Wed, Oct 29, 2014 at 3:06 PM
Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint...
#[redacted].
To: [email protected]
Thank you for your help. The business has offered a full refund and I consider this matter resolved to my satisfaction. Thank you for looking into this.
[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 agents in question.We are also sorry that the warehouse had sent you Rutherford-Bohr Model Atom Earrings instead of the Anatomical Heart Necklace you purchased. We see that an agent had responded to your previous ticket and a replacement order, 65a3db65a, was issued on December 18. The [redacted] tracking, [redacted], indicates that the package was delivered on December 22. As an apology for the frustration, the Customer Care Agent also issued a $20 ThinkGeek gift certificate. If you have not received the package or the gift certificate or if further assistance is needed, please let us know. Brisbane B[redacted]Operations Specialist
Hi [redacted],Thank you for contacting ThinkGeek! I am very sorry that you have not yet received your package and that you have not been able to get this resolved. 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. The tracking information associated with your order states that US Postal Service was unable to deliver the package as addressed. According to USPS, your address is not recognized as an address serviced by USPS and because of this, the package has been deemed undeliverable. We are unable to intercept or resend packages returned as undeliverable. A refund of the purchase price has been issued back to your credit card. You should see the refund reflected on your statement within 5 business days. I apologize for any inconvenience this causes you.If you have any other issues or concerns, please do not hesitate to contact us.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. Thank you for your time and attention to this matter.
Regards,
[redacted]
Thank you for your response. I hope you do make those changes to the return policy because I found it to be very frustrating. Again I am not looking for any kind of refund or anything extra all I wanted was to return the product so I could get something else. However what is done is done and I'm sure the useless box will be a great gift. Also thank you for the offer of a $10 coupon but I don't think I will need it. Instead could you make a donation here, this is a close friend of mine who lost both of his parents to cancer [redacted]
Thank you,
[redacted]
Hi [redacted].I am so incredibly sorry for the issues you had attempting to get your prize! You should be celebrating and happy when you win a prize from ThinkGeek, not frustrated and angry. We had a transition of responsibilities within the company, and I think the responsibility for who...
was supposed to reach out to you was lost somewhere in the mix. I reached out to our Social Media Team, and they state they have been in contact with you regarding this issue. If this is not the case, please let me know right away and I will look into this further. Again, my sincere apologies and I hope you were able to finally receive your well-deserved prize!Regards,Eva E[redacted]Customer Service Manager
Hi,I am sorry you had trouble with the shipping on your order. I see you placed the order on 2/3 and it left our warehouse on 2/4. Two to three day shipping would bring us to the weekend and this service doesn't deliver on the weekend unless it is scheduled for an extra fee. That...
is why it is not being delivered until Monday.I can refund a few dollars off the fee to maybe $10 charge to you but we are still paying for your expedited shipping costs.Thank you,Heather
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
The facts listed in the response are not correct. My initial order did meet the $75 total, but since the site did not offer free shipping as per their policy, I obtained the other item from a separate vendor and modified my order. However, since they did provide me with a certificate for free shipping and have updated their web site to reflect shipping to the contiguous rather than continental US, I am satisfied with their response. Here is the e-mail where they admitted their error. Response By Outbound Email (Ranae) (05/04/2015 04:10 PM)Hello again [redacted],I did some research on this and do see the mistake on our side. I will escalate this along and have it fixed. I am sorry for all the inconvenience this has caused you. Please let me know if there is anything else I can assist you with. Have a great day! Ranae H The Time Traveling Vampire SlayerCustomer By Inbound Email ([redacted]) (05/04/2015 03:57 PM)I appreciate your response and resolution, but for the record that may be what your shipping page states, but the link I followed on your home page states 'Or, if you'd prefer, Standard Shipping for our continental U.S. customers is free when you spend $75 or more. Note that free shipping doesn't combine with other offers.'. That link specified continental, not contiguous, which is what triggered my complaint when you would not honor it. Response By Outbound Email (Ranae) (05/04/2015 02:46 PM)Hi [redacted], You recently filled out a survey about your ThinkGeek Experience. Customer satisfaction is very important to us and we are sorry that we failed to meet your expectations. I am very sorry that free shipping was not applied to your order. Unfortunately, our free shipping is only good for the contiguous U.S. (lower 48 states) which excluded Alaska and Hawaii. This information is stated on our shipping page here:http://www.thinkgeek.com/help/shipping.shtml . As a one time accommodation, I have issued you a gift certificate for the amount of shipping on your order. Please note free shipping will not be added to any other order in the future. This will be in your email in box shortly and does not expire for five years. I apologize for any inconvenience this has caused you. We appreciate your feedback about your recent experience. If you have any other questions or concerns, please do not hesitate to contact us. Ranae H The Time Traveling Vampire SlayerCustomer By Inbound CSAT Follow Up ([redacted]) (05/02/2015 02:50 AM)Low CSAT Score
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. They were able to resolve my situation in a timely manner.
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 am very sorry you received a defective item! I took a look at your order and see that this issue has been resolved. A replacement, ThinkGeek order number [redacted], has been shipped and delivered. If you are experiencing any issues with your...
replacement, please let me know!If there is anything else I can do for you, please let me know. Have a nice day!Brisbane B[redacted]Operations Specialist
From: Rebecca S[redacted] <[redacted]@thinkgeek.com>Date: Wed, Jun 24, 2015 at 10:30 AMSubject: Re: [redacted] Complaint (Overdue) #[redacted]To: [redacted] <[redacted]@myRevdex.com.org>Hello [redacted], The customer's order listed in the complaint does not meet ThinkGeek's $75 order threshold and [redacted]...
2 day shipping was selected at the time of check-out, which is why free shipping was not supplied. However, customer service previously provided him with a gift certificate for the exact amount of shipping, despite the order total not meeting the threshold. I have attached a copy of the customer's invoice as well as a screenshot of our shipping offer.
[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 this huge corporation could easily refund our gift card yet it refuses too. Go ahead and close this complaint, it's pointless to talk to them. Think Geek has lost my husband and I as customers and our friends and families as well. They sullied their reputation over $200 but I doubt it makes any difference at all to them.
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. Thank you for your understanding and providing further accommodation to my issue; it leaves me with a better feeling and hope for the future.
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. As you know, we had identified an error at our fulfillment center and I am very sorry that your order was affected. I see that a full refund was issued on February 9. You should see the refund reflected on your credit card statement now but if you do not,...
please contact your bank. I would really hate to cause your grandchild any more disappointment! I see that we have one of the Star Wars Remote Controlled Lightsaber Room Light at our fulfillment center and I am sending one, complimentary, to you. Your new order number is [redacted] and it will be shipped via Express shipping to get it to you as quickly as possible. We are very sorry for the inconvenience we caused you this holiday season and hope you give us another chance to provide you with geeky loot in the future.If you have any other issues or concerns, please do not hesitate to contact us. I hope you have a nice day.Brisbane B[redacted]Operations Specialist
I am so sorry for the difficulties you had with our services. I have requested that we have this information stated on our website. We have changed this process recently since it was very difficult to cancel orders after they went to the warehouse for processing. Can we offer you a...
Gift Certificate for $10 for your trouble?Thank you,HeatherOperations Manager
As a one time courtesy we can issue a $5 store credit to resolve the issue. Please confirm if that is acceptable, I can have them issue it today. It's still unclear regarding the slow response. We looked over his ticket again - it was resolved within 48 hours and it was never indicated that our response was too slow or missed the sale because of it. In addition, we were not asked for a price adjustment in his tickets. We missed the second question in his original ticket, but when he re-iterated and asked about it, I can see we sent a response first thing in the morning (he sent his reply at midnight), and also that he could have gotten the information he needed via the product page.
---------- Forwarded message ----------
From: [redacted]<[redacted]>
Date: Wed, Oct 29, 2014 at 3:06 PM
Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint...
#[redacted].
To: [email protected]
Thank you for your help. The business has offered a full refund and I consider this matter resolved to my satisfaction. Thank you for looking into this.
[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 agents in question.We are also sorry that the warehouse had sent you Rutherford-Bohr Model Atom Earrings instead of the Anatomical Heart Necklace you purchased. We see that an agent had responded to your previous ticket and a replacement order, 65a3db65a, was issued on December 18. The [redacted] tracking, [redacted], indicates that the package was delivered on December 22. As an apology for the frustration, the Customer Care Agent also issued a $20 ThinkGeek gift certificate. If you have not received the package or the gift certificate or if further assistance is needed, please let us know. Brisbane B[redacted]Operations Specialist
Hi [redacted],Thank you for contacting ThinkGeek! I am very sorry that you have not yet received your package and that you have not been able to get this resolved. 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. The tracking information associated with your order states that US Postal Service was unable to deliver the package as addressed. According to USPS, your address is not recognized as an address serviced by USPS and because of this, the package has been deemed undeliverable. We are unable to intercept or resend packages returned as undeliverable. A refund of the purchase price has been issued back to your credit card. You should see the refund reflected on your statement within 5 business days. I apologize for any inconvenience this causes you.If you have any other issues or concerns, please do not hesitate to contact us.Brisbane B[redacted]Operations Specialist
Hi,I am sorry it took so long to get your refund to you. Your refund should have gone to you on 3/9. Please confirm.Thank you,Heather
Please see attached prepaid shipping label for your return.
[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. Thank you for your time and attention to this matter.
Regards,
[redacted]
Thank you for your response. I hope you do make those changes to the return policy because I found it to be very frustrating. Again I am not looking for any kind of refund or anything extra all I wanted was to return the product so I could get something else. However what is done is done and I'm sure the useless box will be a great gift. Also thank you for the offer of a $10 coupon but I don't think I will need it. Instead could you make a donation here, this is a close friend of mine who lost both of his parents to cancer [redacted]
Thank you,
[redacted]