Hi [redacted],Thanks for your recent ThinkGeek purchase and for contacting us about this
problem. I am very sorry that your return request has not been processed. I'm also sorry that you were sent defective merchandise. Please find return instructions below. Click
on this link in order to...
print off your [redacted] return label:https://www.[redacted]A refund will be processed within two (2) weeks of receipt of the returned merchandise.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 you have any other is[redacted]s or concerns, please do not hesitate to contact me. Have a nice day.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],I am so sorry that we seemed to have failed you on
every level! In regards to not responding to your emails, and the long wait
times, we had some staffing issues due to the inclement weather, so we
unfortunately ended up with a large backlog from which we are still trying to...
recover.
I pulled up the order to investigate the issue, and it does appear
there was a problem with the package leaving the carrier's sort facility. I've
opened an investigation with [redacted] to find out what happened with your order. I'm
glad the package did ultimately make it to you, however I am sorry that one of
the items from the order was missing. I’ve issued a refund for
the value of the product and a $20 gift card as an apology (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 and hope you have an otherwise great
day.
Eva E[redacted]Customer Service
Manager
Hi [redacted].I am so sorry to hear about the issues you had checking out. Customer satisfaction is very important to us and we are sorry that we failed to meet your expectations. We have an order verification system that all orders must go through before they can be fulfilled. It...
passes all orders through address verification as part of the process. In your situation, our system was showing that your billing address did not match the billing address on file with your financial institution. Due you being a first time customer, and ordering a product that has a high fraud risk, the system was rejecting your order. I'm sorry for all of the hassle you have gone through trying to place this order. If you are still interested, I have marked you as a verified customer in our system, so you should not have any additional problems placing orders on our website. I have also manually reversed the authorization holds that were on your account, so the funds should be released.I have issued a $20 gift certificate 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
Hi [redacted].I'm really sorry for any confusion I caused regarding the refund amount! I'm glad to hear that you were able to see the remaining balance credited back. If you have any additional questions or concerns, please don't hesitate to contact me. Thanks!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,Please note that we can refund that amount when we have the products back. We have not received them in our warehouse to refund you that amount. Do you have information that you can send showing all items returned? We only have a partial.Thank you.
Hello [redacted]I am incredibly sorry for the issues you had when trying to check out! I researched your order and payment history Our records indicate the billing address entered on the order does not match the billing address that your financial institution (bank) has on...
file for the card. For this reason, our verification system wouldn't permit the order to be finalized. Despite what the agent told you, this order never made it to completion. ThinkGeek does not charge your credit or debit card until an order is actually shipped out. The amount in question is a pending transaction hold, pulled aside while your card was in the authorization process. These holds typically drop on their own within 3 business days, however I have manually released the holds on your to try to speed along the process. If you still haven't seen the holds drop by tomorrow, please give me the name and fax number of your bank, and I can send a Release Purchase Authorization Request. I have issued a $20 gift certificate (ID [redacted]) as an apology for this frustrating experience. I have also marked you as verified in our system, so you should have no further issues checking out, if you are still intersted. 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
Hi [redacted],Thank you for contacting ThinkGeek. I am very sorry that you did not receive your order. We identified an issue at our fulfillment center that affected a limited number of customers, and unfortunately, your order was one of the affected orders. Customer satisfaction is very important...
to us and we are sorry that we failed to meet your expectations. Upon looking into your order, I see that our Customer Care Agent issued a full refund back to your credit card, as well as a $25 ThinkGeek gift certificate, on January 8. If you do not see the refund on your bank statement within the next 2 business days, please contact your financial institution. If there is anything else I can do to make this right for you, please do not hesitate to contact me. I hope you have a nice day!Brisbane B[redacted]Operations Specialist
Hi [redacted].I'm sorry for the issue that you had! It look like your problem has been resolved at this point. If that is not the case, please let me know and I will take care of you.Happy holidays!Eva E[redacted]Customer Service Manager
[redacted] [redacted] [redacted]
[redacted]
I am rejecting this response because: The total charge for this purchase was $391.68 and so far a partial credit has been issued in the amount of $217.60 which leaves an additional $174.08 that I am still waiting for a credit of..... I am sorry ht your warehouse seems to have been experiencing a lot of issues lately with updating and shipping of orders however this is of NO CONSEQUENCE to me... I placed an order with your website, and you did not fulfill and ship me the order that I placed. Please see to it that the remaining credit of $174.08 is issued to my card immediately [redacted]
Hi,I am sorry you had an issue with CS. Please note that our cyber monday sales did extend throughout the week. Please note that I have issued you a credit to your [redacted] account for $45. You paid 149.99 and the item is on sale for $104.99.Thank you,
Hi [redacted],Thank you for contacting ThinkGeek. I am sorry that you did not receive your order! We identified an issue at our fulfillment center that affected a limited number of customers, and unfortunately, your order was one of the affected orders. Customer satisfaction is very important to us...
and we are sorry that we failed to meet your expectations. Upon looking into your order, I see that one of our Customer Care Agents issued a full refund on December 31. You should see the refund of $106.49 on your credit card shortly. As an apology for the inconvenience, a $20 ThinkGeek gift certificate was emailed to you. If there is anything else we can help you with, please let us know.Brisbane B[redacted] Operations Specialist
Hi [redacted],We are sorry that you did not receive a part of your order! It appears that your address has already been issued. Unfortunately, the [redacted] shirt you ordered went out of stock so we were unable to issue a replacement. A full refund of your order was issued on December 18. If...
there is anything else we can do, please let us know.
Hi [redacted],Thank you for contacting ThinkGeek. We are sorry that your order arrived damaged. Unfortunately, the Heat Changing TARDIS Mug you purchased is currently out of stock and we are unable to issue a replacement. I see that a refund of $15.94 was issued on January 5, 2014. It can take up to 5...
business days for the refund to be reflected on your bank statement. As an apology for the inconvenience this causes, a $10 ThinkGeek gift certificate (ID [redacted]) to use on a future purchase. If there is anything else we can help you with, please let us know. Brisbane B[redacted] Operations Specialist
Hi [redacted],I am sorry you are rejecting my previous comment. I am not sure why though. I had mentioned that you did receive the $10 credit. If you want to return the goods, we can credit the full amount. If not, I am not understanding what you want from this claim.Please advise since it seems you are satisfied with the $10 credit.thank you,Heather
Hi [redacted],Thank you for contacting ThinkGeek. We apologize that no one has contacted you regarding the return of an item you purchase. I was not able to find any correspondence requesting a return or a refund. I see that you had contacted us about the delivery delay of your ThinkGeek order...
[redacted]. Upon looking into that order, I see that both the original and the replacement order you were sent have been delivered. Did you wish to return one or both of these items. If you wish to receive a refund for order [redacted], both Black Widow Hoodies will need to be returned. If you would like to return these hoodies or any of the items purchased on your other ThinkGeek Order, [redacted], please let me know and I will set up your complimentary return.We apologize for this inconvenience this causes you. Brisbane B[redacted]Operations Specialist
Hi [redacted],Thank you for contacting ThinkGeek. I am very sorry that you have had trouble receiving a refund for your order!After looking at your ThinkGeek order, number [redacted], you receive a replacement of the Size 3 shirt you purchased. You were not charged for this initial replacement. When you...
had contacted back wanting to exchange it for a size 5, a Return Merchandise Authorization (RMA) was set up and the return instructions were emailed to you. Per our apparel exchange policy, the shipping fees on your new order for the size 5 were waived. Refunds are typically processed within 2 weeks of receipt of the returned item at our warehouse. I am not seeing that the product has been received but I have issued a refund for the meh Plus Size 3 tee you purchased. You should see the refund on your [redacted] account shortly. If the meh Plus Size 5 shirt you purchased is not working out for you, please let me know and I will set up your Return Merchandise Authorization.If there is anything else I can do for you, please let me know. Have a nice day!Brisbane B[redacted]Operations Specialist
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 haven't gotten the statement with the credit but I am assuming it will be there because they went above and beyond and sent me a complimentary gift - the item that I had wanted. I was frustrated because I couldn't get anyone to listen to me but now, that I have, thanks to you, they have sent me emails and apologized.
Regards,
[redacted]
Hi [redacted],Thanks for your recent ThinkGeek purchase and for contacting us about this
problem. I am very sorry that your return request has not been processed. I'm also sorry that you were sent defective merchandise. Please find return instructions below. Click
on this link in order to...
print off your [redacted] return label:https://www.[redacted]A refund will be processed within two (2) weeks of receipt of the returned merchandise.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 you have any other is[redacted]s or concerns, please do not hesitate to contact me. Have a nice day.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],I am so sorry that we seemed to have failed you on
every level! In regards to not responding to your emails, and the long wait
times, we had some staffing issues due to the inclement weather, so we
unfortunately ended up with a large backlog from which we are still trying to...
recover.
I pulled up the order to investigate the issue, and it does appear
there was a problem with the package leaving the carrier's sort facility. I've
opened an investigation with [redacted] to find out what happened with your order. I'm
glad the package did ultimately make it to you, however I am sorry that one of
the items from the order was missing. I’ve issued a refund for
the value of the product and a $20 gift card as an apology (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 and hope you have an otherwise great
day.
Eva E[redacted]Customer Service
Manager
Hi [redacted].I am so sorry to hear about the issues you had checking out. Customer satisfaction is very important to us and we are sorry that we failed to meet your expectations. We have an order verification system that all orders must go through before they can be fulfilled. It...
passes all orders through address verification as part of the process. In your situation, our system was showing that your billing address did not match the billing address on file with your financial institution. Due you being a first time customer, and ordering a product that has a high fraud risk, the system was rejecting your order. I'm sorry for all of the hassle you have gone through trying to place this order. If you are still interested, I have marked you as a verified customer in our system, so you should not have any additional problems placing orders on our website. I have also manually reversed the authorization holds that were on your account, so the funds should be released.I have issued a $20 gift certificate 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
Hi [redacted].I'm really sorry for any confusion I caused regarding the refund amount! I'm glad to hear that you were able to see the remaining balance credited back. If you have any additional questions or concerns, please don't hesitate to contact me. Thanks!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,Please note that we can refund that amount when we have the products back. We have not received them in our warehouse to refund you that amount. Do you have information that you can send showing all items returned? We only have a partial.Thank you.
Hello [redacted]I am incredibly sorry for the issues you had when trying to check out! I researched your order and payment history Our records indicate the billing address entered on the order does not match the billing address that your financial institution (bank) has on...
file for the card. For this reason, our verification system wouldn't permit the order to be finalized. Despite what the agent told you, this order never made it to completion. ThinkGeek does not charge your credit or debit card until an order is actually shipped out. The amount in question is a pending transaction hold, pulled aside while your card was in the authorization process. These holds typically drop on their own within 3 business days, however I have manually released the holds on your to try to speed along the process. If you still haven't seen the holds drop by tomorrow, please give me the name and fax number of your bank, and I can send a Release Purchase Authorization Request. I have issued a $20 gift certificate (ID [redacted]) as an apology for this frustrating experience. I have also marked you as verified in our system, so you should have no further issues checking out, if you are still intersted. 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
Hi [redacted],Thank you for contacting ThinkGeek. I am very sorry that you did not receive your order. We identified an issue at our fulfillment center that affected a limited number of customers, and unfortunately, your order was one of the affected orders. Customer satisfaction is very important...
to us and we are sorry that we failed to meet your expectations. Upon looking into your order, I see that our Customer Care Agent issued a full refund back to your credit card, as well as a $25 ThinkGeek gift certificate, on January 8. If you do not see the refund on your bank statement within the next 2 business days, please contact your financial institution. If there is anything else I can do to make this right for you, please do not hesitate to contact me. I hope you have a nice day!Brisbane B[redacted]Operations Specialist
Hi [redacted].I'm sorry for the issue that you had! It look like your problem has been resolved at this point. If that is not the case, please let me know and I will take care of you.Happy holidays!Eva E[redacted]Customer Service Manager
[redacted] [redacted] [redacted]
[redacted]
I am rejecting this response because: The total charge for this purchase was $391.68 and so far a partial credit has been issued in the amount of $217.60 which leaves an additional $174.08 that I am still waiting for a credit of..... I am sorry ht your warehouse seems to have been experiencing a lot of issues lately with updating and shipping of orders however this is of NO CONSEQUENCE to me... I placed an order with your website, and you did not fulfill and ship me the order that I placed. Please see to it that the remaining credit of $174.08 is issued to my card immediately [redacted]
This customer was contacted and a replacement should be received by 9/24Thank you,Heather Y**Operations Manager
Hi,I am sorry you had an issue with CS. Please note that our cyber monday sales did extend throughout the week. Please note that I have issued you a credit to your [redacted] account for $45. You paid 149.99 and the item is on sale for $104.99.Thank you,
Hi [redacted],Thank you for contacting ThinkGeek. I am sorry that you did not receive your order! We identified an issue at our fulfillment center that affected a limited number of customers, and unfortunately, your order was one of the affected orders. Customer satisfaction is very important to us...
and we are sorry that we failed to meet your expectations. Upon looking into your order, I see that one of our Customer Care Agents issued a full refund on December 31. You should see the refund of $106.49 on your credit card shortly. As an apology for the inconvenience, a $20 ThinkGeek gift certificate was emailed to you. If there is anything else we can help you with, please let us know.Brisbane B[redacted] Operations Specialist
Hi [redacted],We are sorry that you did not receive a part of your order! It appears that your address has already been issued. Unfortunately, the [redacted] shirt you ordered went out of stock so we were unable to issue a replacement. A full refund of your order was issued on December 18. If...
there is anything else we can do, please let us know.
Hi [redacted],Thank you for contacting ThinkGeek. We are sorry that your order arrived damaged. Unfortunately, the Heat Changing TARDIS Mug you purchased is currently out of stock and we are unable to issue a replacement. I see that a refund of $15.94 was issued on January 5, 2014. It can take up to 5...
business days for the refund to be reflected on your bank statement. As an apology for the inconvenience this causes, a $10 ThinkGeek gift certificate (ID [redacted]) to use on a future purchase. If there is anything else we can help you with, please let us know. Brisbane B[redacted] Operations Specialist
Hi [redacted],I am sorry you are rejecting my previous comment. I am not sure why though. I had mentioned that you did receive the $10 credit. If you want to return the goods, we can credit the full amount. If not, I am not understanding what you want from this claim.Please advise since it seems you are satisfied with the $10 credit.thank you,Heather
Hi [redacted],Thank you for contacting ThinkGeek. We apologize that no one has contacted you regarding the return of an item you purchase. I was not able to find any correspondence requesting a return or a refund. I see that you had contacted us about the delivery delay of your ThinkGeek order...
[redacted]. Upon looking into that order, I see that both the original and the replacement order you were sent have been delivered. Did you wish to return one or both of these items. If you wish to receive a refund for order [redacted], both Black Widow Hoodies will need to be returned. If you would like to return these hoodies or any of the items purchased on your other ThinkGeek Order, [redacted], please let me know and I will set up your complimentary return.We apologize for this inconvenience this causes you. Brisbane B[redacted]Operations Specialist
Hi [redacted],Thank you for contacting ThinkGeek. I am very sorry that you have had trouble receiving a refund for your order!After looking at your ThinkGeek order, number [redacted], you receive a replacement of the Size 3 shirt you purchased. You were not charged for this initial replacement. When you...
had contacted back wanting to exchange it for a size 5, a Return Merchandise Authorization (RMA) was set up and the return instructions were emailed to you. Per our apparel exchange policy, the shipping fees on your new order for the size 5 were waived. Refunds are typically processed within 2 weeks of receipt of the returned item at our warehouse. I am not seeing that the product has been received but I have issued a refund for the meh Plus Size 3 tee you purchased. You should see the refund on your [redacted] account shortly. If the meh Plus Size 5 shirt you purchased is not working out for you, please let me know and I will set up your Return Merchandise Authorization.If there is anything else I can do for you, please let me know. Have a nice day!Brisbane B[redacted]Operations Specialist
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 haven't gotten the statement with the credit but I am assuming it will be there because they went above and beyond and sent me a complimentary gift - the item that I had wanted. I was frustrated because I couldn't get anyone to listen to me but now, that I have, thanks to you, they have sent me emails and apologized.
Regards,
[redacted]