Time Life

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 Because misinformation was initially provided by the merchant which was corrected by a subsequent statement stating that a full refund was made after the initial misstatement, I reserve my right to amend the acceptance of the merchant's most recent response I accept the merchant's most recent response conditioned on the assumption that its most recent response is true in that a full refund has been made to my credit card account by the merchant as it has stated on its most recent response Regards, [redacted]

Date: Fri, Jul 21, at 1:PMSubject: Complaint response 2To: " [redacted] Hi ***, Thank you for contacting us, ***We do have a chargeback processed from your bank on 6/6/2017, amounting in the full price paidPlease contact your bank if you have any questions pertaining to that chargebackThank youThank you, Dana C

Dear ***,Apologies for the misinformation We saw a charge-back on your account, however we were missing the information which told us the charge-back was not processed by your bankI have issued a full refund today, 7/27/17, back to your accountYou should see the refund in 3-business daysOur sincerest apologies, thank you for your patience

January 11, On behalf of Direct Holdings Americas Incdba Time Life I would like to apologize for any confusion or concern this matter might have causedOur records indicate that [redacted] responded to a television commercial for the Music Of Your Life collection on 11/15/During the order process she was offered the opportunity to upgrade her order to a larger, 17-CD set for payments of $plus sales taxOur records show that she agreed to this orderThe order was processed and shipped on 11/17/On 11/18/ [redacted] contacted our Customer Service Center and requested to cancel the orderIt was explained to her that the order had already processed for shipment and could not be cancelledWe do, however, offer a 30-day money back guarantee on all ordersIf she was unhappy with the product, she could return her order by following the return instructions included with her shipmentWe typically do not issue refunds until an order had been return to our warehouse and, unfortunately, [redacted] ***’s order has not been returned to us by USPSHowever, we have made an exception and a refund was issued for the purchase price of $on 1/4/We are sorry if there was some confusion regarding her order or the return process but we do not see any wrong-doing on our partWe sincerely hope that this explains the situation to her satisfaction, as Direct Holdings Americas Inctruly values its customers and works hard to keep their trustSincerely, CP [redacted] Assistant Manager, Customer ServiceDirect Holdings Americas Inc

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: MrP [redacted] is missing the point of my complaintThe re-packed Music Cd's from Malt Shop memories where resold Under [redacted] ***s Jukebox GemsThey were duplicates they were selling again for $to the publicI purchased the [redacted] Cd's in Jan & I have located the receiptThe Malt shop was bought years ago, and of course I don't have the receiptIt does not matter where I purchased them, those sellers did not produce the CD's I have Box Sets from Time Life, I think six I purchased from their TV addI have been a trusted customer I thinkThe Company should respond without pointing finger at other venues that sell their productsIf they were defective CD's, naturally I would have gone back to [redacted] or other venuesBut they did not duplicate the music, so there would not any recourse with themIt's very upsetting when a business can duplicate boxes sets and sell under different titlesThere was quite year difference in the production of the two Box sets, Copyright for the Malt Shop Memories & copy for [redacted] JukeBox Gems Just to note, I have tons of CD's, but I decided to place some my oldie box sets on my computer and transfer them to a thumb driveThat was this past week,when I discovered the duplication of the Box SetsBe sure if I had realized it when I purchased them, I most certainly would have returned them according to your sales rulesI would be glade to return the [redacted] Jukekbox Gems, they are like new & I have a receiptNow about Time Life representative, she asked me what they could do, and I did tell I would accept the Doo Wop Cd collection to settle the matter,, but she would have to check with headquartersI never heard back from her, I had to recall & find Supervisor, at which time another representative informed me nothing could be done without receipts I don't think the sale rules should apply in my situationfor one the Music was duplicated and sold to the publicI don't know thinks it's fair to do business this wayI would appreciate the company would reconsider their finding in my complaintAs I mentioned before, I do own Time Life Box Sets and I like their productI purchase them all in good faith regardless of the venue , but I don't think I'm asking too much to settle this dispute [redacted] ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:after many phone calls, and being told they are "expediting" the refund, we have yet to receive any refund Regards, [redacted]

Dear ***, It was a pleasure speaking with you todayOur sincerest apologies for shipping you the wrong productWith high customer volume around the holidays, there is the possibility for a slight margin of error, although we try to keep low. We have fully refunded you for the wrongly
shipped item of The Complete Series of Maude. Please do us the pleasure and keep this collection to enjoy on us, due to our unintended mistakeFor any other questions, please contact our customer service team at ###-###-####, open days a week from 9am to 9pm, and a representative will be happy to assist youWe hope your enjoying Archie’s antics! Kindest regards

The business notified Revdex.com staff that the matter was resolved directly with the consumer

On behalf of Direct Holdings Americas Incdba Time Life, I do want to apologize for any disappointment this matter might have causedHowever, we do not believe that there has been any wrong-doing on the part of the Time Life. Our records show that Mr*** *** refused his package and received a chargeback of $that took place on 12/08/Mr*** called the service center on 12/30/claiming he still had not received his refundWe did confirm that the money was returned, but he insisted he never received the money.Two additional chargebacks were placed on 12/9/2015, and 4/12/2016, both of which were declined by the bankWe have spoken to Mr*** several times and have referred him to his bank to resolve this matter in addition to sending us documentation that showed he had not received the chargebackWe were never contacted by his bank nor were we shown records of this chargeback reversalIn order to dispute this issue we are going to administer a check for $to the customerFor these reasons, we do not believe any additional action needs to be taken by Time Life once the check has been cashed by the customerWe do hope that this explains the situation to his satisfaction, as Direct Holdings Americas Inctruly values our customers and work hard to keep their trust. Sincerely, L.H*** Customer Service Direct Holdings Americas Inc

December 18, 2015On behalf of Direct Holdings Americas Incdba Time Life, I do want to apologize for any disappointment this matter might have causedHowever, we do not believe that there has been any wrong-doing on the part of the Time Life. Our records and *** ***’s statement indicate that
he did not purchase these items directly from Time LifeItems purchased from retail stores or online re-sellers such as ***, will need to be returned or exchanged with the retail store/seller, as they are ones who received payment from *** *** In addition, there was no promise or offer a free collection made to *** *** by Time Life; the agent was merely asking what resolution *** *** was seekingWe do not believe it is reasonable to request a free item, as he had the opportunity to return his purchase but did not comply with the company's or seller’s return policies For these reasons, we do not believe any additional action needs to be taken by Time Life. We do hope that this explains the situation to his satisfaction, as Direct Holdings Americas Inctruly values our customers and work hard to keep their trust. Sincerely, CP*** Customer ServiceDirect Holdings Americas Inc

On behalf of Direct Holdings Americas Inc., I do want to apologize for any concern or confusion this matter might have causedHowever, our records do not coincide with *** ***’s description of the situation. At Time Life, we offer a 30-day money back guarantee on most products; however,
return shipping is the responsibility of the customer and is not refundableThe return and refund policy was included in writing with her purchase. Our records indicate that *** *** contacted our Customer Service Center on 10/27/and stated that she was unhappy with her purchaseShe was given instructions on how and where to return the itemShe was not told that we would pay for the return shipping. On 11/6/15, she spoke to Brenda who again explained the policy and informed the customer that she would be refunded for the product purchase priceDuring this call, the customer’s phone disconnected but this was not initiated by our Customer Service Center.We received the customer’s return on 11/11/and she was refunded for the product purchase price on $107.95. We do not see any wrongdoing on the part of *** *** as the return policy was provided to the customer in writing with her purchaseAnd, we cannot find any indication that she was told otherwise by any customer service agentTherefore, we do not believe any additional action needs to be taken by Time Life We do hope that this explains the situation to her satisfaction, as Direct Holdings Americas Inctruly values our customers and work hard to keep their trust. Sincerely, CP*** Customer ServiceDirect Holdings Americas Inc

Date: Mon, Jul 24, at 10:AMSubject: Complaint response 3To: "***@myRevdex.com.org" Hi ***, The following is our response to *** *** ***: Thank you for contacting us Terri Lee, we apologize for the confusionThe infomercial directly states the
following: “Call or visit our website, to own a limited edition collection signed by Carol herself, personally escribed to anyone you choose, but you’ll have to act fast, these are one of a kind collectors’ items, and when they’re gone they’re gone” (once at 09:38, at 17:56, and 26:27)When the original offer is on screen, it states only what’s listed in that original collection, it does not mention a signature, limited or VIP edition includedAs you stated, our representative did tell you that the signed booklet was not included in the original offer, which is the correct informationAgain we apologize for any confusion and thank you for your interestWe hope you can still enjoy this Carol collection that will bring back all those great memories only Carol can provideThank you!

January 11, 2016 On behalf of Direct Holdings Americas Inc. dba Time Life I would like to apologize for any confusion or concern this matter might have caused. Our records indicate that [redacted] responded to a television commercial for the Music Of Your Life collection on 11/15/15. During...

the order process she was offered the opportunity to upgrade her order to a larger, 17-CD set for 5 payments of $54.98 plus sales tax. Our records show that she agreed to this order. The order was processed and shipped on 11/17/15. On 11/18/15 [redacted] contacted our Customer Service Center and requested to cancel the order. It was explained to her that the order had already processed for shipment and could not be cancelled. We do, however, offer a 30-day money back guarantee on all orders. If she was unhappy with the product, she could return her order by following the return instructions included with her shipment. We typically do not issue refunds until an order had been return to our warehouse and, unfortunately, [redacted]’s order has not been returned to us by USPS. However, we have made an exception and a refund was issued for the purchase price of $76.97 on 1/4/16. We are sorry if there was some confusion regarding her order or the return process but we do not see any wrong-doing on our part. We sincerely hope that this explains the situation to her satisfaction, as Direct Holdings Americas Inc. truly values its customers and works hard to keep their trust. Sincerely, C. P[redacted]Assistant Manager, Customer ServiceDirect Holdings Americas Inc.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
The card I used was a prepaid gift card from [redacted] bank. This is a scam to get a hold of people's personal credit cards.

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.  Because misinformation was initially provided by the merchant which was corrected by a subsequent statement stating that a full refund was made after the initial misstatement, I reserve my right to amend the acceptance of the merchant's most recent response.  I accept the merchant's most recent response conditioned on the assumption that its most recent response is true in that a full refund has been made to my credit card account by the merchant as it has stated on its most recent response.
Regards,
[redacted]

On behalf of Direct Holdings Americas Inc., I do want to apologize for any concern this matter might have caused. However; we do not believe that there has been any wrong-doing on our part.  On 4/28/15, Ms. [redacted] placed an order for the Soul of the 60s collection at the purchase price of...

$149.95. We attempted to process the order on 4/29/15 but her card was declined and we were not able to receive payment for the order. We made 4 additional attempts to gain authorization with the card given but each attempt was declined by the bank. We attempted to contact Ms. [redacted] on 5/14/15 via phone to inform her of the credit card decline but we were unable to reach her. A voicemail message was left and letter was sent to inform her of the status of the order. Ms. [redacted] contacted our Customer Service Center on 5/26/15 to replace her order. But, unfortunately, the credit card was declined by the bank again. We will gladly accept a pre-paid or gift cards as payment; the card type was not an issue. The issue arose because the bank declined the transaction and we were not able to process the payment for the order. While we understand her frustration, we cannot take responsibility for the bank declining the transaction. We would recommend that the she speak with the card’s issuing bank to determine why the payment was denied.  We do hope that this explains the situation to her satisfaction, as we value of customers and work hard to keep their trust.  Sincerely, Curtessa P[redacted] Assistant Manager, Customer ServiceDirect Holdings Americas Inc.

June 2, 2015On behalf of Direct Holdings Americas Inc., I do want to apologize for any concern or confusion this matter might have caused. According to our records, [redacted] purchased the Teen Years collection via [redacted].com on 2/11/15 and opted to pay in 5 installments of $35.98 plus...

applicable sales tax. His order was shipped on 2/13/15. [redacted]/[redacted] products come with a 30-day money back guarantee. This policy is disclosed on our website and included in writing with each shipment. [redacted]’s money-back guarantee period ended on 3/22/15, as we also allow extra time for shipping. This means that the product needed to returned and in our warehouse by that date. Our records indicate that [redacted] contacted our customer service center via email on 4/3/15 with his return request and he was informed that late returns are not accepted. We are happy to replace any product that is not working properly. We have not any other customers complain about this collection so I cannot offer an explanation as to why the CDs may not be working. I also cannot comment on any additional orders that were placed under false names. We are sorry if he did not understand this policy but we do not believe there has been any wrong-doing on the part of [redacted]/[redacted]. We normally do not accept late returns but I am willing to make an exception in this case. We would require, however, that the item(s) be returned to our corporate office so the returns and refunds could be processed manually. Please return the items to the address below. Return shipping is the customer’s responsibility. [redacted]/[redacted]Attn: Customer Service[redacted] [redacted]Fairfax, VA [redacted]We do hope that this explains the situation to his satisfaction, as Direct Holdings Americas Inc. truly values our customers and work hard to keep their trust. Sincerely, C. P[redacted] Customer Service

Dear [redacted],Apologies for the misinformation.  We saw a charge-back on your account, however we were missing the information which told us the charge-back was not processed by your bank. I have issued a full refund today, 7/27/17, back to your account. You should see the refund in 3-5 business days. Our sincerest apologies, thank you for your patience.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint:...

[redacted]
I am rejecting this response because:after many phone calls, and being told they are "expediting" the refund, we have yet to receive any refund.  
Regards,
[redacted]

Date: Fri, Jul 21, 2017 at 1:01 PMSubject: Complaint response 2To: "[redacted]Hi [redacted], Thank you for contacting us, [redacted]. We do have a chargeback processed from your bank on 6/6/2017, amounting in the full price paid. Please contact your bank if you have any...

questions pertaining to that chargeback. Thank you. Thank you, Dana C