From: Revdex.com of Metro Washington DC <[email protected]>Date: Mon, Dec 22, 2014 at 1:06 PMSubject: Fwd: My complaint against ThinkGeek.comTo: [redacted] <[redacted]@myRevdex.com.org>---------- Forwarded message ----------From: [redacted] <[redacted]>Date: Mon, Dec 22, 2014 at 9:37...
AMSubject: My complaint against ThinkGeek.comTo: [email protected] am sending this email to inform you that ThinkGeek.com has refunded my money in full. They have also sent the merchandise I ordered and told me to keep it on them as a form of apology, along with a $50 gift certificate to their website. They have finally settled this dispute above and beyond my satisfaction, and no further action need be taken. Thank you so much for your assistance. Sincerely,[redacted]
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. All items I found at fault by the company were remedied by the company. Thank you very much for helping facilitate a good outcome for me, and thank you to the company for immediate response.
Regards,
[redacted]
Hi Ryan,Thank you for contacting ThinkGeek. I am very sorry for this frustrating 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 very sorry that your order has not arrived. International Economy shipping can take up to 3 weeks for delivery and does not provide tracking information. Since we are well past the 3 week mark, we must assume your package was lost in transit. After looking into your order, I see that a full refund was issued on January 14, 2015. You should see a refund of $53.32 on your credit card statement within 5 business days. The agent with whom you chatted also issued a $10 ThinkGeek Gift Certificate, ID [redacted], as an apology for the wait.If there is anything else I can to make this right for you, please do not hesitate to contact me. Have a nice day.Brisbane B[redacted]Operations Specialist
Hi [redacted],I am so are so sorry your order still has not
reached you and for the service you received from our Customer Care Agent.
Though there is really no excuse for this interaction, we ramp up staffing very
quickly to support our increased contact volume during the holiday...
season. Due
to this, we have a lot of new agents on the floor, which can result in less than
stellar interactions, like the one you had. We will be sure to coach the agent
in question on how this should have been handled.
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, #[redacted] via expedited shipping
since you have already been waiting for your order. We have also issued you a
$20 apology gift card (ID [redacted]) 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[redacted] Customer Service Manager
Hi [redacted].We are sorry for any confusion regarding this gift certificate. As stated on the checkout page, ThinkGeek gift certificates are non-refundable. The recipient emailed us to state that he did not want the gift certificate (see attached email transcript). We do not have any...
record of him contacting to state that he was having trouble checking out with it. We tested the gift certificate (#[redacted]), and it does indeed work. Our apologies, but our system does not allow us to refund a gift certificate, so I cannot honor your request to have it refunded. We would recommend finding someone to gift it to who is interested in redeeming it, as it will be active until 1/7/2019. We have changed the email address on the gift certificate to your email so reminders will stop being sent to Panagis.Regards,ThinkGeek Customer Service
Hi Blase,Thank you for contacting ThinkGeek. We are so sorry for the inconvenience and frustration we have caused 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....
Unfortunately, the agent with whom you chatted did not properly set up a replacement order for you, which is why you never received it! I'm incredibly sorry for the service you received. 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.At this time, we no longer have stock of the [redacted] Bathrobe so a replacement cannot be issued. A refund of the purchase price has been issued back to your original payment method. You should see this reflected on your bank statement within 5 business days. A refund of your shipping fees was previously refunded on December 7. I have issued a $25 gift certificate (ID [redacted]) as an apology for this frustrating experience. I hope you will give us another chance in the future to provide you with geeky loot.If there is anything else I can do to make this right for you, please don't hesitate to ask.
Revdex.com:
I would like a full refund including shipping,and then I will consider this resolved. I have submitted the request through [redacted] (original payment source), so you should see it today. Thank you.
Regards,
[redacted]
Hi [redacted],We are very sorry that your order arrived late and damaged! Due to the package arriving late, I have issued a refund of your shipping charges. You should see the refund on your [redacted] account shortly. It appears that you have already chatted with a Customer Care Agent and they have...
addressed the issue of two of your items arriving damaged. A refund of the damaged items was issued back to your [redacted] account on December 18. If you need further assistance, please let us know.
Hi [redacted],I sincerely apologize for the delay getting back to
your emails. We had some staffing issues due to the inclement weather, so we
unfortunately ended up with a large backlog. Customer satisfaction is very
important to us and we are sorry that we failed to meet your...
expectations. We
are committed to learning from this and making it up to all of our
customers.
I am very sorry that your order did not
arrive in time for Christmas. Unfortunately, there isn't any tracking on
economy shipments, so it's hard to know for certain what exactly happened, but
at this point it is obvious that the package is lost. I am showing that we
issued a full refund on 1/23, as well as a $15 gift certificate 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 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
Hi [redacted].
Our apologies that you have had issues
getting through to our Customer Care Team. We have had some staffing issues due
to the inclement weather, so we unfortunately ended up with a very large
backlog. I'm very sorry that you were sent a defective [redacted] Light Cube...
Speaker. We would be happy to issue a replacement upon receipt of the defective
unit. Please find return instructions below.Click on this link
in order to print off your USPS return
label:http://www.[redacted]Please also
ensure the Return Mailing Acknowledgement section of the return shipping label
is filled out appropriately in case the item gets lost in transit or something
to that effect. It will act as proof of mailing. If you are not able to provide
the Return Mailing Acknowledgement and the return is not received at the
warehouse, this RMA request will not be completed.Upon receipt and
processing of your returned [redacted] Light Cube LED Speaker- [redacted], a
replacement or refund will be shipped out, per your request.Your Return
Merchandise Authorization (RMA) number is:
[redacted]1) Please repackage the merchandise in original
manufacturer's packaging. Be sure to include all instructions, accessories and
any other items that are associated with the merchandise.Please ensure that your
RMA number is written clearly on the outside of the return.2) Returns
that do not include all original packaging & accessories or those that do
not have all of the required information will take longer to process or may be
refused. Please make sure to provide all required information. 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 and hope you
have an otherwise great day.
Eva E[redacted]Customer Service
Manager
[redacted] [redacted]
[redacted]
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 am very sorry for the frustration we have caused you! After looking into your order, I see that our Customer Service Manager, Eva, has issued a replacement as well as a $25 ThinkGeek gift certificate. If you have any issues with your replacement order or...
the gift certificate you received, please do not hesitate to contact us. I hope you have a nice day.Brisbane B[redacted]Operations Specialist
Hi [redacted],
I sincerely apologize for your package was
lost, and that you were given incorrect information from our agents. Customer
satisfaction is very important to us and we are sorry that we failed to meet
your expectations. Though there is really no excuse for this...
interaction, we
ramp up staffing very quickly to support our increased contact volume during the
holiday season. Due to this, we have a lot of new agents on the floor, which
can result in less than stellar interactions, like the one you had. We will be
sure to coach the agent in question on how this should have been handled, as our
refunds are issued immediately. The agent also only issued a partial refund to
you, so I have taken care of getting the remaining $3.44 refunded to your
card.
In regards to your missing order, 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). This unfortunately happens frequently during
the holidays with high order volume, so I've opened an investigation to find out
what happened.
I have issued a $40 gift certificate (ID
[redacted]) 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. 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]
[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 for any inconvenience we have caused you. Typically, our Standard shipping starts with [redacted] who then transfers the package to USPS. USPS is usually responsible for final delivery and we have not encountered issues like this before with...
packages going to PO Box addresses. It seems that, in order to have the order delivered before Christmas, our fulfillment center upgraded the shipping to a [redacted] only ship method. I have forwarded this issue to our Director of Fulfillment to ensure these situations do not happen again. I have issued a refund of $7.55 back to your credit card. You will see this reflected on your statement within 5 business days. As an apology for the inconvenience and frustration we have caused you, I have issued you a $10 ThinkGeek gift certificate, ID [redacted], to use on a future purchase. I hope you give us another chance to provide you with geeky loot in the future.If there is anything else I can do to make this right for you, please do not hesitate to ask. Have a nice day. Brisbane B[redacted]Operations Specialist
Hi,I am so sorry that you had an issue with CS. Please note that I have looked over your order via your email address. Please note that the total does match what was shipped. You were not charged for the Shot Glass Set. I have screen captured this for your review.I am also...
sorry that you received a blank email. Thank you for bringing this to our attention and I have IT working on fixing this.Please let me know if there is anything else I can help you with.Thank you
Hi [redacted].
I'm so sorry about the issues you had
getting through to an agent and that your original order was lost! Customer
satisfaction is very important to us and we are sorry that we failed to meet
your expectations.
I research your order and I can see that
you were able to...
get through and successfully get a replacement order set up.
I'm sorry to say that our agent set up the replacement for 4 items that we do
not have in stock, so they were backordered! I had our Warehouse Director
personally look to see if we could find those items. She was able to find a
Pair of Giant Googly Eyes, and Blood Bath Shower Gel. She was unable to find
the Color-Change LED Candle Set with Remote & the S.H.I.E.L.D. Watch, so I
have issued a refund for those items. If you are interested, we do have a
Captain America Watch available which I can send you complimentary. I have also
issued a $40 gift card as an apology for this experience. If I were in your
shoes, I would be livid, and that is not how we want our customers to
feel!
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]I am incredibly sorry for the service you received from our Customer Care Agent and for your package being lost! Customer satisfaction is very important to us and we apologize for failing to meet your expectations. Though there is really no excuse for this interaction, we ramp up...
staffing very quickly to support our increased contact volume during the holiday season. Due to this, we have a lot of new agents on the floor, which can result in less than stellar interactions, like the one you had. We will be sure to coach the agent in question on how this should have been handled, as you were given inaccurate information.I have refunded you credit card for the shipping charges, and I issued a $20 gift certificate (ID [redacted]) as an apology for this frustrating experience. I hope you will give us another chance in the future to provide you with geeky loot.If there is anything else I can do to make this right for you, please don't hesitate to ask. Happy holidays!Eva E[redacted]Customer Service Manager
From: Revdex.com of Metro Washington DC <[email protected]>Date: Mon, Dec 22, 2014 at 1:06 PMSubject: Fwd: My complaint against ThinkGeek.comTo: [redacted] <[redacted]@myRevdex.com.org>---------- Forwarded message ----------From: [redacted] <[redacted]>Date: Mon, Dec 22, 2014 at 9:37...
AMSubject: My complaint against ThinkGeek.comTo: [email protected] am sending this email to inform you that ThinkGeek.com has refunded my money in full. They have also sent the merchandise I ordered and told me to keep it on them as a form of apology, along with a $50 gift certificate to their website. They have finally settled this dispute above and beyond my satisfaction, and no further action need be taken. Thank you so much for your assistance. Sincerely,[redacted]
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. All items I found at fault by the company were remedied by the company. Thank you very much for helping facilitate a good outcome for me, and thank you to the company for immediate response.
Regards,
[redacted]
Hi Ryan,Thank you for contacting ThinkGeek. I am very sorry for this frustrating 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 very sorry that your order has not arrived. International Economy shipping can take up to 3 weeks for delivery and does not provide tracking information. Since we are well past the 3 week mark, we must assume your package was lost in transit. After looking into your order, I see that a full refund was issued on January 14, 2015. You should see a refund of $53.32 on your credit card statement within 5 business days. The agent with whom you chatted also issued a $10 ThinkGeek Gift Certificate, ID [redacted], as an apology for the wait.If there is anything else I can to make this right for you, please do not hesitate to contact me. Have a nice day.Brisbane B[redacted]Operations Specialist
Hi [redacted],I am so are so sorry your order still has not
reached you and for the service you received from our Customer Care Agent.
Though there is really no excuse for this interaction, we ramp up staffing very
quickly to support our increased contact volume during the holiday...
season. Due
to this, we have a lot of new agents on the floor, which can result in less than
stellar interactions, like the one you had. We will be sure to coach the agent
in question on how this should have been handled.
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, #[redacted] via expedited shipping
since you have already been waiting for your order. We have also issued you a
$20 apology gift card (ID [redacted]) 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[redacted] Customer Service Manager
Hi [redacted].We are sorry for any confusion regarding this gift certificate. As stated on the checkout page, ThinkGeek gift certificates are non-refundable. The recipient emailed us to state that he did not want the gift certificate (see attached email transcript). We do not have any...
record of him contacting to state that he was having trouble checking out with it. We tested the gift certificate (#[redacted]), and it does indeed work. Our apologies, but our system does not allow us to refund a gift certificate, so I cannot honor your request to have it refunded. We would recommend finding someone to gift it to who is interested in redeeming it, as it will be active until 1/7/2019. We have changed the email address on the gift certificate to your email so reminders will stop being sent to Panagis.Regards,ThinkGeek Customer Service
Hi Blase,Thank you for contacting ThinkGeek. We are so sorry for the inconvenience and frustration we have caused 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....
Unfortunately, the agent with whom you chatted did not properly set up a replacement order for you, which is why you never received it! I'm incredibly sorry for the service you received. 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.At this time, we no longer have stock of the [redacted] Bathrobe so a replacement cannot be issued. A refund of the purchase price has been issued back to your original payment method. You should see this reflected on your bank statement within 5 business days. A refund of your shipping fees was previously refunded on December 7. I have issued a $25 gift certificate (ID [redacted]) as an apology for this frustrating experience. I hope you will give us another chance in the future to provide you with geeky loot.If there is anything else I can do to make this right for you, please don't hesitate to ask.
Revdex.com:
I would like a full refund including shipping,and then I will consider this resolved. I have submitted the request through [redacted] (original payment source), so you should see it today. Thank you.
Regards,
[redacted]
Hi [redacted],We are very sorry that your order arrived late and damaged! Due to the package arriving late, I have issued a refund of your shipping charges. You should see the refund on your [redacted] account shortly. It appears that you have already chatted with a Customer Care Agent and they have...
addressed the issue of two of your items arriving damaged. A refund of the damaged items was issued back to your [redacted] account on December 18. If you need further assistance, please let us know.
Hi [redacted],I sincerely apologize for the delay getting back to
your emails. We had some staffing issues due to the inclement weather, so we
unfortunately ended up with a large backlog. Customer satisfaction is very
important to us and we are sorry that we failed to meet your...
expectations. We
are committed to learning from this and making it up to all of our
customers.
I am very sorry that your order did not
arrive in time for Christmas. Unfortunately, there isn't any tracking on
economy shipments, so it's hard to know for certain what exactly happened, but
at this point it is obvious that the package is lost. I am showing that we
issued a full refund on 1/23, as well as a $15 gift certificate 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 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
Hi [redacted].
Our apologies that you have had issues
getting through to our Customer Care Team. We have had some staffing issues due
to the inclement weather, so we unfortunately ended up with a very large
backlog. I'm very sorry that you were sent a defective [redacted] Light Cube...
Speaker. We would be happy to issue a replacement upon receipt of the defective
unit. Please find return instructions below.Click on this link
in order to print off your USPS return
label:http://www.[redacted]Please also
ensure the Return Mailing Acknowledgement section of the return shipping label
is filled out appropriately in case the item gets lost in transit or something
to that effect. It will act as proof of mailing. If you are not able to provide
the Return Mailing Acknowledgement and the return is not received at the
warehouse, this RMA request will not be completed.Upon receipt and
processing of your returned [redacted] Light Cube LED Speaker- [redacted], a
replacement or refund will be shipped out, per your request.Your Return
Merchandise Authorization (RMA) number is:
[redacted]1) Please repackage the merchandise in original
manufacturer's packaging. Be sure to include all instructions, accessories and
any other items that are associated with the merchandise.Please ensure that your
RMA number is written clearly on the outside of the return.2) Returns
that do not include all original packaging & accessories or those that do
not have all of the required information will take longer to process or may be
refused. Please make sure to provide all required information. 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 and hope you
have an otherwise great day.
Eva E[redacted]Customer Service
Manager
[redacted]...
[redacted] [redacted]
[redacted]
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 am very sorry for the frustration we have caused you! After looking into your order, I see that our Customer Service Manager, Eva, has issued a replacement as well as a $25 ThinkGeek gift certificate. If you have any issues with your replacement order or...
the gift certificate you received, please do not hesitate to contact us. I hope you have a nice day.Brisbane B[redacted]Operations Specialist
Hi [redacted],
I sincerely apologize for your package was
lost, and that you were given incorrect information from our agents. Customer
satisfaction is very important to us and we are sorry that we failed to meet
your expectations. Though there is really no excuse for this...
interaction, we
ramp up staffing very quickly to support our increased contact volume during the
holiday season. Due to this, we have a lot of new agents on the floor, which
can result in less than stellar interactions, like the one you had. We will be
sure to coach the agent in question on how this should have been handled, as our
refunds are issued immediately. The agent also only issued a partial refund to
you, so I have taken care of getting the remaining $3.44 refunded to your
card.
In regards to your missing order, 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). This unfortunately happens frequently during
the holidays with high order volume, so I've opened an investigation to find out
what happened.
I have issued a $40 gift certificate (ID
[redacted]) 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. 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]
[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 for any inconvenience we have caused you. Typically, our Standard shipping starts with [redacted] who then transfers the package to USPS. USPS is usually responsible for final delivery and we have not encountered issues like this before with...
packages going to PO Box addresses. It seems that, in order to have the order delivered before Christmas, our fulfillment center upgraded the shipping to a [redacted] only ship method. I have forwarded this issue to our Director of Fulfillment to ensure these situations do not happen again. I have issued a refund of $7.55 back to your credit card. You will see this reflected on your statement within 5 business days. As an apology for the inconvenience and frustration we have caused you, I have issued you a $10 ThinkGeek gift certificate, ID [redacted], to use on a future purchase. I hope you give us another chance to provide you with geeky loot in the future.If there is anything else I can do to make this right for you, please do not hesitate to ask. Have a nice day. Brisbane B[redacted]Operations Specialist
Hi,I am so sorry that you had an issue with CS. Please note that I have looked over your order via your email address. Please note that the total does match what was shipped. You were not charged for the Shot Glass Set. I have screen captured this for your review.I am also...
sorry that you received a blank email. Thank you for bringing this to our attention and I have IT working on fixing this.Please let me know if there is anything else I can help you with.Thank you
Hi [redacted].
I'm so sorry about the issues you had
getting through to an agent and that your original order was lost! Customer
satisfaction is very important to us and we are sorry that we failed to meet
your expectations.
I research your order and I can see that
you were able to...
get through and successfully get a replacement order set up.
I'm sorry to say that our agent set up the replacement for 4 items that we do
not have in stock, so they were backordered! I had our Warehouse Director
personally look to see if we could find those items. She was able to find a
Pair of Giant Googly Eyes, and Blood Bath Shower Gel. She was unable to find
the Color-Change LED Candle Set with Remote & the S.H.I.E.L.D. Watch, so I
have issued a refund for those items. If you are interested, we do have a
Captain America Watch available which I can send you complimentary. I have also
issued a $40 gift card as an apology for this experience. If I were in your
shoes, I would be livid, and that is not how we want our customers to
feel!
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]I am incredibly sorry for the service you received from our Customer Care Agent and for your package being lost! Customer satisfaction is very important to us and we apologize for failing to meet your expectations. Though there is really no excuse for this interaction, we ramp up...
staffing very quickly to support our increased contact volume during the holiday season. Due to this, we have a lot of new agents on the floor, which can result in less than stellar interactions, like the one you had. We will be sure to coach the agent in question on how this should have been handled, as you were given inaccurate information.I have refunded you credit card for the shipping charges, and I issued a $20 gift certificate (ID [redacted]) as an apology for this frustrating experience. I hope you will give us another chance in the future to provide you with geeky loot.If there is anything else I can do to make this right for you, please don't hesitate to ask. Happy holidays!Eva E[redacted]Customer Service Manager