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 orderIn addition, I have issued a $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]
Hi ***,Thank you for contacting ThinkGeekI'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 youWe see that your issue has already been addressed and a full refund of $was issued back to your credit card on December If you have not received the refund or need further assistance, please let us know.Brisbane B [redacted] Operations Specialist
Hi [redacted] ,Thank you for contacting ThinkGeekI sincerely apologize you have had to spend so much time trying to return your purchase! We have been working through some staffing issuesI understand that this does not excuse the unacceptable wait times you experiencedWe are working around the clock to get this wait time down to an acceptable amount of timeAfter looking at your order, I see that one of our Customer Care Agents has issued a full refund back to your [redacted] accountShe also issued you a $ThinkGeek gift certificate as an apology for this frustrating experienceIn case you have not received the email, your gift certificate ID is [redacted] and will be valid for yearsIf 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 [redacted] ,Thank you for contacting ThinkGeekI 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 customersI am also very sorry that the Flux Capacitor Watch you received arrived defectiveWe take the quality of our products seriously! I have issued a replacement Flux Capacitor Watch to be sent to youYour new order number is [redacted] You will receive an email receipt shortly and tracking once it has shippedAt your convenience, please return the defective watch to usWe will do further testing on your unit to ensure any possible defects are identified and addressedYou 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 knowI hope you have a nice day.Brisbane B [redacted] Operations Specialist
Hi *** 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 effectIt will act as proof of mailingIf 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- ***, 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 packagingBe 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 refusedPlease make sure to provide all required informationIf there is anything else I can do to make this right for you, please don't hesitate to askAgain, I apologize for this major inconvenience and hope you have an otherwise great day Eva E [redacted] Customer Service Manager
Hi ***We're sorry to hear that you found our promotion to be misleading Customer satisfaction is very important to us and we are sorry that we failed to meet your expectations On the banner at the top of the screen on our website that displays the current promotion, there is a link beside the promotion that says "(see details) If you had clicked on the link when we were running the SURPRISE promotion, you would have seen the following:Save 20% off qualifying orders of $or more, 25% off qualifying orders of $or more, and 30% off qualifying orders of $or more Offer valid until December 04, 2014, 11:59pm ETOffer cannot be combined with other promotional code-based offers, coupons or discountsGift cards, taxes and shipping and handling charges are not applicable toward the minimum purchase requirement and are not included in the offerOffer is non-transferable and not redeemable for cash or cash equivalentsNo adjustments on previous purchasesSelect product exclusions may apply and will be indicated on individual product pagesOther exclusions may applyWe reserve the right to cancel any order due to unauthorized, altered or ineligible use of discounts and to modify or cancel these promotions due to system error or unforeseen problemsSubject to change, including termination, without noticeUse promo code: SURPRISEIn addition to this, we also have verbiage that says :Note: This item is excluded from the current site promotion; please purchase this item separatelyWe would love to include all items in every promotion, however we have to honor our vendor agreements with particular companies, and we are not permitted to drop the price of certain items below a specific amount Regardless of whether or not we feel like we clearly advertise promotion restrictions, we apologize that you have walked away from us unhappy I have issued a $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.We appreciate your feedback about your recent experienceIf 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 ***,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 missingI’ve issued a refund for the value of the product and a $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 askAgain, I apologize for this major inconvenience and hope you have an otherwise great day Eva E [redacted] Customer Service Manager
Hi ***,Thank you for contacting ThinkGeek We are so sorry we were unable to fulfill part of 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 There is absolutely no excuse for this and we know we've let you down.After the issue was identified, our warehouse attempted to reship orders Unfortunately, only one of your items was able to be reshippedSince the other two items are out of stock, I have issued a full refund to your payment method You should see a refund of $on your bank statement within business days In addition, I have issued a $apology gift card (ID ) for this frustrating experience.If there is anything else I can do to make this better, please don't hesitate to ask.Brisbane B [redacted] Operations Specialist
Hi ***,Thank you for contacting ThinkGeekWe are very sorry that your order did not arrive by ChristmasWe 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 orderThough 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 chattedA full refund of your order was issued on December 29, per your requestThe agent with whom you chatted also issued you a $ThinkGeek gift certificate as an apology for the inconvenienceUpon checking stock, I see that we still have stock of the items you orderedI have issued a replacement order, [redacted] , to be shipped to you via Expedited ShippingYou will receive an email receipt shortly and tracking once it has shippedI apologize for the inconvenience we have caused youIf you have any further questions or concerns, please do not hesitate to contact me.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 meI was contacted by the company via email and was sent a satisfactory response to my issue Regards, [redacted]
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
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 $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 $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
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 chargesYou should see the refund on your [redacted] account shortlyIt appears that you have already chatted with a Customer Care Agent and they have addressed the issue of two of your items arriving damagedA refund of the damaged items was issued back to your [redacted] account on December If you need further assistance, please let us know
Hi [redacted] ,Thank you for contacting ThinkGeekWe are sorry that your order arrived damagedUnfortunately, the Heat Changing TARDIS Mug you purchased is currently out of stock and we are unable to issue a replacementI see that a refund of $was issued on January 5, It can take up to business days for the refund to be reflected on your bank statementAs an apology for the inconvenience this causes, a $ThinkGeek gift certificate (ID [redacted] ) to use on a future purchaseIf there is anything else we can help you with, please let us knowBrisbane B [redacted] Operations Specialist
Hi [redacted] ,Thank you for contacting ThinkGeekWe apologize for any frustration we have caused youWe have not had any problems in the past with advising customers to reach out directly to [redacted] regarding warranty claims on their productsWe are contacting our [redacted] representative to see if this policy has changedI was unable to find any orders associated with your email address containing any [redacted] productsIf you could please provide me with the ThinkGeek order number, I can look into this furtherI hope to hear from you soon.Brisbane B [redacted] Operations Specialist
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 $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] .I sincerely apologize for your package was lost, and that you had such a hard time getting through to our Customer Care Team Customer satisfaction is very important to us and we are sorry that we failed to meet your expectations There is absolutely no excuse for what happened to you, and if I were in your shoes, I would be livid In regards to not being able to get through to us, we have had higher than anticipated contact volume, and we have unfortunately not been able to keep up I understand your frustration! I looked into your issue and see that you were finally able to reach an agent and get the money refunded for your lost package I'm sorry we were unable to fulfill your order I'm issuing a $gift certificate, so when we do get more inventory, you can have it complimentary 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] ,Thanks for contacting ThinkGeek Customer Service We know you must be incredibly frustrated that you haven't received your ThinkGeek order yet, and we sincerely apologize for the delay We identified an issue at our fulfillment center that affected a limited number of customers, and unfortunately, your order was one of the affected orders Customer satisfaction is very important to us and we are sorry that we failed to meet your expectations.I have issued a replacement order to be shipped via Express shippingYou can track your package at UPS.com with tracking number [redacted] Please allow up to hours for the tracking to updateSince your original order never made it to you, I issued a refund of the $shipping charges paid on your orderYou should see this reflected on your credit card statement within business daysI have also issued you a $apology gift card (ID ) for this less than ideal situationIf there is anything else we can do to make this right for you please don't hesitate to askI hope you 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: The facts listed in the response are not correctMy initial order did meet the $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 errorResponse By Outbound Email (Ranae) (05/04/04:PM)Hello again ***,I did some research on this and do see the mistake on our sideI will escalate this along and have it fixedI am sorry for all the inconvenience this has caused youPlease let me know if there is anything else I can assist you withHave a great day! Ranae H The Time Traveling Vampire SlayerCustomer By Inbound Email ( [redacted] ***) (05/04/03: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.Scustomers is free when you spend $or moreNote 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 itResponse By Outbound Email (Ranae) (05/04/02:PM)Hi ***, You recently filled out a survey about your ThinkGeek ExperienceCustomer 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 orderUnfortunately, our free shipping is only good for the contiguous U.S(lower states) which excluded Alaska and HawaiiThis 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 orderPlease 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 yearsI apologize for any inconvenience this has caused youWe appreciate your feedback about your recent experienceIf 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] ***) (05/02/02:AM)Low CSAT Score Regards, [redacted] ***
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 orderIn addition, I have issued a $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]
Hi ***,Thank you for contacting ThinkGeekI'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 youWe see that your issue has already been addressed and a full refund of $was issued back to your credit card on December If you have not received the refund or need further assistance, please let us know.Brisbane B [redacted] Operations Specialist
Hi [redacted] ,Thank you for contacting ThinkGeekI sincerely apologize you have had to spend so much time trying to return your purchase! We have been working through some staffing issuesI understand that this does not excuse the unacceptable wait times you experiencedWe are working around the clock to get this wait time down to an acceptable amount of timeAfter looking at your order, I see that one of our Customer Care Agents has issued a full refund back to your [redacted] accountShe also issued you a $ThinkGeek gift certificate as an apology for this frustrating experienceIn case you have not received the email, your gift certificate ID is [redacted] and will be valid for yearsIf 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 [redacted] ,Thank you for contacting ThinkGeekI 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 customersI am also very sorry that the Flux Capacitor Watch you received arrived defectiveWe take the quality of our products seriously! I have issued a replacement Flux Capacitor Watch to be sent to youYour new order number is [redacted] You will receive an email receipt shortly and tracking once it has shippedAt your convenience, please return the defective watch to usWe will do further testing on your unit to ensure any possible defects are identified and addressedYou 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 knowI hope you have a nice day.Brisbane B [redacted] Operations Specialist
Hi *** 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 effectIt will act as proof of mailingIf 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- ***, 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 packagingBe 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 refusedPlease make sure to provide all required informationIf there is anything else I can do to make this right for you, please don't hesitate to askAgain, I apologize for this major inconvenience and hope you have an otherwise great day Eva E [redacted] Customer Service Manager
Hi ***We're sorry to hear that you found our promotion to be misleading Customer satisfaction is very important to us and we are sorry that we failed to meet your expectations On the banner at the top of the screen on our website that displays the current promotion, there is a link beside the promotion that says "(see details) If you had clicked on the link when we were running the SURPRISE promotion, you would have seen the following:Save 20% off qualifying orders of $or more, 25% off qualifying orders of $or more, and 30% off qualifying orders of $or more Offer valid until December 04, 2014, 11:59pm ETOffer cannot be combined with other promotional code-based offers, coupons or discountsGift cards, taxes and shipping and handling charges are not applicable toward the minimum purchase requirement and are not included in the offerOffer is non-transferable and not redeemable for cash or cash equivalentsNo adjustments on previous purchasesSelect product exclusions may apply and will be indicated on individual product pagesOther exclusions may applyWe reserve the right to cancel any order due to unauthorized, altered or ineligible use of discounts and to modify or cancel these promotions due to system error or unforeseen problemsSubject to change, including termination, without noticeUse promo code: SURPRISEIn addition to this, we also have verbiage that says :Note: This item is excluded from the current site promotion; please purchase this item separatelyWe would love to include all items in every promotion, however we have to honor our vendor agreements with particular companies, and we are not permitted to drop the price of certain items below a specific amount Regardless of whether or not we feel like we clearly advertise promotion restrictions, we apologize that you have walked away from us unhappy I have issued a $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.We appreciate your feedback about your recent experienceIf 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 ***,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 missingI’ve issued a refund for the value of the product and a $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 askAgain, I apologize for this major inconvenience and hope you have an otherwise great day Eva E [redacted] Customer Service Manager
Hi ***,Thank you for contacting ThinkGeek We are so sorry we were unable to fulfill part of 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 There is absolutely no excuse for this and we know we've let you down.After the issue was identified, our warehouse attempted to reship orders Unfortunately, only one of your items was able to be reshippedSince the other two items are out of stock, I have issued a full refund to your payment method You should see a refund of $on your bank statement within business days In addition, I have issued a $apology gift card (ID ) for this frustrating experience.If there is anything else I can do to make this better, please don't hesitate to ask.Brisbane B [redacted] Operations Specialist
Hi ***,Thank you for contacting ThinkGeekWe are very sorry that your order did not arrive by ChristmasWe 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 orderThough 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 chattedA full refund of your order was issued on December 29, per your requestThe agent with whom you chatted also issued you a $ThinkGeek gift certificate as an apology for the inconvenienceUpon checking stock, I see that we still have stock of the items you orderedI have issued a replacement order, [redacted] , to be shipped to you via Expedited ShippingYou will receive an email receipt shortly and tracking once it has shippedI apologize for the inconvenience we have caused youIf you have any further questions or concerns, please do not hesitate to contact me.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 meI was contacted by the company via email and was sent a satisfactory response to my issue Regards, [redacted]
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
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 $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 $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
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 chargesYou should see the refund on your [redacted] account shortlyIt appears that you have already chatted with a Customer Care Agent and they have addressed the issue of two of your items arriving damagedA refund of the damaged items was issued back to your [redacted] account on December If you need further assistance, please let us know
Hi [redacted] ,Thank you for contacting ThinkGeekWe are sorry that your order arrived damagedUnfortunately, the Heat Changing TARDIS Mug you purchased is currently out of stock and we are unable to issue a replacementI see that a refund of $was issued on January 5, It can take up to business days for the refund to be reflected on your bank statementAs an apology for the inconvenience this causes, a $ThinkGeek gift certificate (ID [redacted] ) to use on a future purchaseIf there is anything else we can help you with, please let us knowBrisbane B [redacted] Operations Specialist
Hi [redacted] ,Thank you for contacting ThinkGeekWe apologize for any frustration we have caused youWe have not had any problems in the past with advising customers to reach out directly to [redacted] regarding warranty claims on their productsWe are contacting our [redacted] representative to see if this policy has changedI was unable to find any orders associated with your email address containing any [redacted] productsIf you could please provide me with the ThinkGeek order number, I can look into this furtherI hope to hear from you soon.Brisbane B [redacted] Operations Specialist
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 $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] .I sincerely apologize for your package was lost, and that you had such a hard time getting through to our Customer Care Team Customer satisfaction is very important to us and we are sorry that we failed to meet your expectations There is absolutely no excuse for what happened to you, and if I were in your shoes, I would be livid In regards to not being able to get through to us, we have had higher than anticipated contact volume, and we have unfortunately not been able to keep up I understand your frustration! I looked into your issue and see that you were finally able to reach an agent and get the money refunded for your lost package I'm sorry we were unable to fulfill your order I'm issuing a $gift certificate, so when we do get more inventory, you can have it complimentary 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] ,Thanks for contacting ThinkGeek Customer Service We know you must be incredibly frustrated that you haven't received your ThinkGeek order yet, and we sincerely apologize for the delay We identified an issue at our fulfillment center that affected a limited number of customers, and unfortunately, your order was one of the affected orders Customer satisfaction is very important to us and we are sorry that we failed to meet your expectations.I have issued a replacement order to be shipped via Express shippingYou can track your package at UPS.com with tracking number [redacted] Please allow up to hours for the tracking to updateSince your original order never made it to you, I issued a refund of the $shipping charges paid on your orderYou should see this reflected on your credit card statement within business daysI have also issued you a $apology gift card (ID ) for this less than ideal situationIf there is anything else we can do to make this right for you please don't hesitate to askI hope you 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: The facts listed in the response are not correctMy initial order did meet the $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 errorResponse By Outbound Email (Ranae) (05/04/04:PM)Hello again ***,I did some research on this and do see the mistake on our sideI will escalate this along and have it fixedI am sorry for all the inconvenience this has caused youPlease let me know if there is anything else I can assist you withHave a great day! Ranae H The Time Traveling Vampire SlayerCustomer By Inbound Email ( [redacted] ***) (05/04/03: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.Scustomers is free when you spend $or moreNote 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 itResponse By Outbound Email (Ranae) (05/04/02:PM)Hi ***, You recently filled out a survey about your ThinkGeek ExperienceCustomer 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 orderUnfortunately, our free shipping is only good for the contiguous U.S(lower states) which excluded Alaska and HawaiiThis 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 orderPlease 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 yearsI apologize for any inconvenience this has caused youWe appreciate your feedback about your recent experienceIf 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] ***) (05/02/02:AM)Low CSAT Score Regards, [redacted] ***