Tile

Initial Business Response / [redacted] (1000, 5, 2016/01/20) */ Case Number: #XXXXXXXX Date Resolved: XXXX- [redacted] We have responded to every inquiry this customer sent in through the email address associated with her order: [redacted] @therainesgroup.com Mrs [redacted] first contacted us using her aforementioned email address on November 30th at 12:37PM PST via our chat services asking to cancel her orderIn the chat, we let Mrs [redacted] know that we were unable to cancel her orderWe explained that, in order to fulfill orders as quickly as possible during the busy holiday season, orders were being sent to our shipping center almost immediatelyWe then told Mrs [redacted] that she could return her order if she so chose, and that the refund would be credited back to her within 4-weeksMrs [redacted] was dissatisfied, so we then informed Mrs [redacted] that, although we are typically unable to cancel orders that have been processed by our shipping facility, we would reach out to the center specially to see if the order could be cancelled manuallyWe promised to follow up with her via email Later that day, at 4:06PM, we sent Mrs [redacted] an email letting her know that her order was in fact already out for shipping and apologized for the inconvenienceWe offered her a full refund for her purchase, and asked that she simply decline the package when it arrives so that she would not be chargedWe explained that, due to the high volume of processes caused by the holiday season, our finance team was focused on issuing refunds in a timely manner, precluded only by their dedication to data accuracyMrs [redacted] was thanked, and we apologized At 5:08PM on November 30th, Mrs [redacted] thanked us for our timely response and ask for clarification on whether her refund would be issued immediately or when she declined the packageMrs [redacted] also asked about the repercussions of her order being delivered when she was unable to deny it On December 1st, at 6:39PM we responded to Mrs [redacted] , and let her know that we could commence the refund process once the package was declinedWe clarified that, although we quoted a timeframe of 4-weeks, sometimes it is a much quicker processWe also mentioned that if she was unable to receive the package it would be most likely that the package would be returned to us On December 2nd, at 4:09PM, Mrs [redacted] emailed to let us know that the package had indeed been left at her door even though she did not personally receive it, and asked us to advise how it should be returnedShe requested her refund be processed immediately, and expressed disbelief that it could not be done On December 3rd, at 10:30AM we company apologized for the package having been left at her door, and explained that some deliveries are left to the discretion of the courier personnelWe authorized the return of Mrs [redacted] 's order for a refund, including any shipping fees for the return of the packageMrs [redacted] was provided a Return Merchandise Authorization number and given the instructions and policies for completing the process for a refund That same day, at 10:44AM on December 3rd Mrs [redacted] asked whether her contact with us was a manager, noting that she wanted her refund to be escalated to a higher ranking support advocateShe attached a receipt for her shipping cost and expressed that she could not comprehend why a refund could not be processed immediatelyShe also noted, "at this rate I feel that more than just a refund is in order." On December 6th, at 1:30PM we noted that she had been communicating with a supervisor, and that her refund for her shipping costs of $had been processedWe offered a free Tile as added compensation On December 14th, at 5:58AM Mrs [redacted] emailed us to let us know that she had not yet received her refund for her order, but that she had received the refund for her shipping costs On December 16th, at 5:26PM we apologized for the frustration and reiterated that even after the refund is processed it could take up to 4-for the refund to be credited to back to herWe informed Mrs [redacted] that we would contact the finance team directly to see how her refund could be expedited That same day on December 16th, at 6:02PM Mrs [redacted] responded expressing her frustration On December 18th at 3:35PM, we replied to Mrs [redacted] 's email, apologizing for the frustration and explaining the refund window briefly from a technical perspective On January 1st, at 2:06PM, Mrs [redacted] contacted us via our chat service inquiring about the status of her refundWe responded, and told Mrs [redacted] that she would receiving an email with an update that same day Later that day, at 3:19PM January 1st, we emailed Mrs [redacted] to let her know that the refund had been processed manually and a note had been escalated to the finance team for expedited return On January 4th, at 3:38PM Mrs [redacted] expressed her gratitude On January 12th, at 9:38AM Mrs [redacted] contacted us via chat inquiring about the status of her refundWe told her that we would check the status and follow up with a phone call if there were any issues with applying her refund On January 13th, at 10:57AM we emailed Mrs [redacted] to organize a phone callWe explained that there was an internal error that had recently surfaced, and that we discovered it had effected a few returns, including hers On January 13th, at 1:31PM we called Mrs [redacted] and apologized for the inconvenienceWe explained that, due to an internal error, her refund was delayed on account of the server disallowing double refunds to one accountWe immediately credited her account the full amount of her order and apologizedWe offered to send her a free Tile should she want it That same day, on January 13th at 2:02PM we followed up via email with Mrs [redacted] to apologize again and provide her with her Transaction ID Mrs [redacted] has not attempted to contact us through her email address, or via our chat support since In summary, the customer has been fully refunded the purchase price for her product, and has twice been offered free product as a gesture of our sincerest apologies for her unsatisfactory experienceWe made our best efforts to assist the customer through every stage of this process, including attempting to expedite her refund; however, a technical issue prevented us from accelerating her payout as fast as we would have likedAt this point we consider this issue to be closed, however we invite the customer to reach back out to us if there is anything else we can do Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) While they did finally resolve the issue, it was only done after I filed this complaint with the Revdex.com and told them I was contacting my attorney I asked several times to speak with a manager and have someone contact me on the phone and it was never done until this complaint was filed and after weeks of poor email communications I just want the public to be aware that this is most likely not a company they would want to deal with due to their poor customer serviceTheir team was unknowledgeable and I was even once contacted and referred to by the wrong name which is extremely unprofessional (December 3rd - 10:30AM)

Initial Business Response / [redacted] (1000, 5, 2015/12/09) */ On 08/18/Mr [redacted] had contacted us regarding Tiles he received out of his order of that would not activateWe replied on 08/19/with some troubleshooting steps and offered to replace the Tiles if they did not respond to the troubleshooting stepMr [redacted] replied on that same day requesting we move forward with the replacementLater that same day we replied requesting information necessary to process his replacement TilesMr [redacted] replied on 08/20/and provided the requested informationWe completed the replacement request and issued him RMA numbers he could use to return his defective units On 11/29/Mr [redacted] contacted us again stating that of his Tiles had run out of battery and would not ringWe replied to his request on 11/30/with a video outlining some troubleshooting steps he could try to get his Tile up and runningThat same day he replied and informed us the video did not assist him and he proceeded to confirm his addressWe replied by offering few more troubleshooting steps and requesting clarification with some details regarding his TileMr [redacted] made several replies stating that he wanted a replacementOn 12/02/Mr [redacted] followed up on his previous requests and wanted clarification on how we were going to proceedWe sent Mr [redacted] a reply on 12/03/stating that his replacement was processing and would be shipping within the next business daysThe replacement Tile was shipped on 12/7/and is currently en route to Mr***

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 meSincerely, [redacted]

Initial Business Response / [redacted] (1000, 6, 2015/12/21) */ The consumer purchased an order on 12/with expedited shipping, technical difficulties in our fulfillment process coupled by an extended order backlog caused by extremely high holiday volumes resulted in his order not being processed within our standard timeframes The consumer utilized our live chat support service, which is available days a week from 8:30am to 5:30pm PST to contact us several times regarding this orderEach time we apologized for the delay, however we did not have any concrete timeframes available for when the technical issue and backlog would be resolved On 12/13, the consumer again utilized our live chat support and engaged with our customer care agentsWe offered a refund of the shipping fees associated with the consumer's orderThe consumer did not accept this offered resolution and asked for the estimated delivery date Although we do not provide inbound telephone support, we offered to outcall the customer to better serve him regarding this issueHowever, due to high contact volumes, we were not able to fulfill the outcall appointment As a gesture of apology for the experience, we offered refund the shipping fees associated with his orderThe customer refused The contact was subsequently escalated to a member of our Tier support team, and our Tier representative offered to refund the original order and send the customer an expedited new order as a gesture of apology for the poor experienceIn addition to this upgraded order, we still shipped the customer's original order (which had been refunded) to him at a later date In summary, because of the shipping delays and unsatisfactory service that he experienced, we made the consumer more than whole by ensuring that the consumer was refunded all of his money and should now be in possession of two orders sent by us to him as a gesture of apology for his experience, completely free of chargeIn our last communication with the consumer, he accepted our offered resolution and thus, we consider this closed

Initial Business Response / [redacted] (1000, 5, 2015/12/22) */ [redacted] We have responded to every inquiry this customer sent in through the email address associated with her order: [redacted] @comcast.net Mrs [redacted] first contacted our company through her email address on December 17th, asking about the status of her orderWe responded to her inquiry on December 18th, 2015, apologizing and explaining the delay, as well as letting her know that her order would arrive before December 25th, On December 17th, before receiving our email response, Mrs [redacted] contacted our company again through our chat support to inquire about the status of her orderA support agent told her that her order would arrive before December 25th, Also on December 17th, 2015, after hearing from the support agent that her order would arrive before the 25th, Mrs [redacted] commented on an ad on our company Facebook page reading: "Do NOT buy!! They are not getting orders out to anybody, read this page, it's incredible! Need to call the Revdex.com!" Her comment was not removed, and she was not blocked from the Facebook page Our website was updated on December 15th, 2015, to say that domestic orders placed on or before December 17th, and international orders placed on or before December 16th, should arrive before December 25th, This was updated before Mrs [redacted] first wrote to us on December 17th, According to the tracking on MrsArbittiers order, we will be keeping that promise Mrs [redacted] has not attempted to contact our company through her email address, or via our chat support since, however she should have gotten an email last night, December 21st, letting her know that her order has shipped with priority shipping applied, and will arrive before 12/as promisedOn December 22nd, a member of our Customer Care Team reached out to Mrs [redacted] She was given a full refund of her order and allowed to keep her Tiles as a service recovery gesture Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) While I maintain that I absolutely was blocked from commenting on the Facebook page of the company (though I could still read it), the rest of the response from the company is correctI believe they have reasonably resolved this problem and I hope that next year, they will either improve their efficiency or make it very very clear on the website that shipping can take up to a month I have no problem knowing that a company is overwhelmed and working to keep upI would have simply not counted on the items that I ordered as presents I do have a problem when the company is aware of a huge over demand for their product and aware that they are very backed up in their supply but not telling the consumer...all while keeping up an aggressive marketing campaign on facebook I hope this product is terrific and that the company can grow and handle the demandsThere is nothing worse or more off-putting than being treated badly as a consumer when there are other similar products on the market My lack of contacting the company after their responses to me post-chat was in response to the Revdex.com warning to contact them if the company contacted me after making my complaintThere was no point in doing anything until reading their response here I am satisfied with the outcome and their effort to make things right Complaint Response Date bumped because: Holiday

To the Revdex.com Team, We would like to report that our team has resolved the matter at hand concerning Mr [redacted] ***We reached out to Mr [redacted] through a telephone call and worked with him to understand the issues his Tiles were currently experiencing After speaking with Mr ***, we declared that his Tiles qualified for warranty replacements and processed his replacement Tiles that same day Ms [redacted] expressed that this was a satisfactory resolution via email on August 28, Sincerely, [redacted] **

To the Revdex.com Team, We would like to report that our team has resolved the matter at hand concerning [redacted] As there did not seem to be prior contact history with [redacted] , and so on Friday August 18th, we reached out to [redacted] through a telephone call and worked with him to understand his Tile experienceTo ensure we turned his experience around, we replaced his lost Tile Slim, and are sending him our new Tile Sport which has double the range of Tile Slim to use in the future [redacted] expressed that this was a satisfactory resolution via email on August 21, Sincerely, [redacted] **