Touch of Modern

I am very disappointed at Touch of ModernIn early December, I ordered a Christmas present for one of my family member, shame on Touch Of Modern, they provided no customer service when I tried to reach them to find out where's my stuffFinally they sent me a can reply with a tracking link -- on Dec 26! The tracking shows that the stuff will arrive on 1/9!!!!
I shared my concerns and frustrations with them in several emails, all they did was to forward me the tracking again!!!! I asked for an explanation and of course no one cared! I told them someone should let the customer know if you were going to delay for this long! At least I would have a backup plan! Shame on you !! I will never buy from them anymore and will warn everyone not to do so

Initial Business Response /* (1000, 8, 2015/12/01) */
Our site does not allow for overlapping promotionsThe credit will still be given to the customer, but can only be exercised if there are no competing promotions in playThe credit lasts for a month though, so they'll have plenty of
time to use it

Initial Business Response /* (1000, 5, 2014/12/24) */
Hello ***,
We are so sorry for the experience you have had with your order! For this I am having two of these items sent out to you right awayI have also credited your Touch of Modern account $for the inconvenience!
We
certainly hope this takes care of the issue at hand!
Initial Consumer Rebuttal /* (2000, 7, 2015/01/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Excellent response to my issueI received the two units not originally shipped and will continue to do business with this company

Initial Business Response /* (1000, 6, 2015/09/16) */
Customer has been contacted by our support staff and the issue has been resolved in a satisfactory manner
Initial Consumer Rebuttal /* (2000, 8, 2015/09/16) */
I believe the issue has been now been cleared up on Whitehawk
Ventures' part, and no longer requires investigation or follow-upThank you

We will comply with ***'s requestA customer service manager will reach out to him this week to resolve any pending credits and refunds and remove him from the Touch of Modern service as requested
Sincerely,
*** ***
SrDirector, Customer Service
Touch of Modern

In regards to the previous response, the reference to pettiness was mistakenly copied from a different communication
At the center of the decision is the likelihood that this account had been victimized by fraudulent activityWe err on the side of caution, which costs Touch of Modern business but we do this in an effort to protect our customer's best interests
We understand the frustration but options are exhausted for reopening this accountOriginal orders have been cancelled and the original method of payments have been refunded
Sincerely
*** ***
Touch of Modern

Initial Business Response /* (1000, 8, 2014/12/02) */
Hello ***,
I am very sorry that this was your experience when dealing with our company! I do see that we have issued a refund for both ordersSince this was taken care of I have also issued you a $credit to your Touch of
Modern account for any inconvenience this may have causedI will certainly also follow up with Travis on this matter to make sure this issue is addressedI have also talked to the fulfillment crew in regards as to how these items should be packagedPlease let me know if there is any way we can be of more service to you in regards to this matter as we are truly sorry for the incidence!
Initial Consumer Rebuttal /* (2000, 10, 2014/12/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2016/02/05) */
Customer has been responded to multiple times by our agents about the status of their orderThe item shipped out days ago as of writing this, and the tracking number is
***?***
Estimated delivery is Feb 6th by end of day

This customer received a delayed response due to a large backlog in Support*** *** from support contacted *** *** on June and issued a RMA for exchangeUpon receipt of the defective item, Touch of Modern fulfillment will ship a replacement

Initial Business Response /* (1000, 7, 2016/01/20) */
A refund for $was processed on December 16th, It usually takes 2-business days for said refund to be added to the account, so the customer already has their refund
Customer has also received a number of responses from us, and
has replied to those responsesTheir statement that we didn't respond is an outright lie

Revdex.com needs to explain just how they came to an A+ rating on this business I have made my first and last transaction with this site I ordered on Nov and at Dec there is still no sign of my purchase nor any indication of when it will be shipped Reviews elsewhere (iTunes store regarding their app for example) are extremely negative I have yet to see my product and since "all sales are final" on everything they sell, I am anticipating a fight when I cancel the order

Initial Business Response /* (1000, 11, 2014/12/14) */
Hello ***,
I am very sorry that this has been your experience with Touch of Modern! It seems that the RMA we sent you for us to pay for item to be sent back to our warehouse was not usedWhich would explain why we were not
accurately able to locate the package you sent backI am also sorry for your experience with *** regarding the whole issue, regardless if we were able to find the package or not we should of been able to offer something for compensationNonetheless, I have refunded the cost of the item ($89.99) back to your credit card, you should see that refund in to business daysI have also credited you $to your Touch of Modern account in hopes that you will give our website another try
Please let me know if you have any more inquiries in regards to this issue and I will certainly be happy to assistWe are sorry for any inconvenience this may have caused you!
Initial Consumer Rebuttal /* (2000, 13, 2014/12/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/02/21) */
Hello ***,
I am so sorry that you have not received your watch! Some of these items were late due to production issuesI did have trouble pulling up your account howeverDo you have an order number where I can check on the
status of your order to provide a better update?
***@touchofmodern.com
Please let me know and we are very sorry for any inconvenience this may have caused!

Initial Business Response /* (1000, 5, 2014/12/24) */
Hello ***,
We are sorry for the experience that you have had with our website! For this we are having a replacement item sent out to you as soon as possibleWe have also credited your Touch of Modern account $for the
inconvenience!
We certainly hope this has resolved the issue at had and again apologize for any inconvenience!
Initial Consumer Rebuttal /* (2000, 7, 2014/12/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am pleased with the response, but not the effort required to receive it

Initial Business Response /* (1000, 5, 2015/10/26) */
Customer has been contacted by the head of Touch of Modern's support department to process a return and either full refund or store creditCustomer has also been granted an additional store credit for the trouble
Initial Consumer
Rebuttal /* (3000, 7, 2015/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unacceptable response from companyThey have allowed me to return item however they should be reimbursing me for the $in shipping costsI would not have incurred the shipping cost fee if they had canceled the order as instructed toAlso, I should not have to pay for shipping the items back to themAlso would like company to clearly state on their website that orders cannot be canceled once placedAlso, their shipping costs need to be clearly stated before one submits their ordersThey charged an extra $to ship to Hawaii-a US state, via USPS, which should cost $

I believe there was a missed communicationWe have already refunded *** and advised she can keep the items free of charge.$33.98 February 23, 09:20*** ***Feb 10:20Hi ***, We sincerely apologize for the confusionWe will issue you a full refund and as a
courtesy, you do not need to send back the item to us, this is for the inconvenience this has caused youPlease note that the refund will reflect to your account in 5-business days.We appreciate your understanding. ***

For the protection of our customers, we deemed these transactions potentially fraudulent
Our posted Terms of Service ***) include the following:
Purchases
Order Processing
You can purchase our Products by placing orders via our SitesTouchOfModern reserves the
right, in its sole discretion, to refuse to process or to cancel your order in certain circumstancesThis may happen, for example, when the Product you ordered is out of stock, there are inaccuracies or errors in Products or pricing information, or our credit and fraud avoidance department identifies problems or in other circumstances that we, in our sole discretion, deem appropriateTouchOfModern also reserves the right, in its sole discretion, to take steps to verify your identity to process your orderWe will not charge you for orders that we do not process or cancelIf we have already charged you for your order, then we will refund you the amount charged."
Termination
TouchOfModern may terminate your access to all or any part of the Service at any time, with or without cause, with or without notice, effective immediately, which may result in the forfeiture and destruction of all information associated with your membership."
I can show that he has signed up all accounts on the same device at the same location. I've never had a fraudster take this matter to the ***, rather petty. We need to get rid of the credit referral program, it always results to issues like this and never actually benefits the company

Initial Business Response /* (1000, 6, 2015/09/16) */
Customer has been contacted by our support staff and the issue has been resolved in a satisfactory manner
Initial Consumer Rebuttal /* (2000, 8, 2015/09/16) */
I believe the issue has been now been cleared up on Whitehawk Ventures' part,
and no longer requires investigation or follow-upThank you

Initial Business Response /* (1000, 5, 2014/12/18) */
Hello ***,
I am sorry for the experience you have had regarding your orderFor this it looks like we responded to your email within our stated hour response timeIt also looks like the order was refunded per your request
Since all proper action has been taken I think we can consider this issue closed
Please let me know if you have any questions!

Initial Business Response /* (1000, 8, 2014/09/02) */
Hello [redacted],
I am very sorry that this issue has not yet been addressed! I was trying to locate the order in question and I could not find any information on it. Could you send the order information so we can look at this and get you...

taken care of?
Please let us know!
Initial Consumer Rebuttal /* (2000, 10, 2014/09/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I gave the item to someone else after the business didn't contact me, so I can no longer live up to my offer to ship it back.... on a "yes or no" basis, I can no longer say "no" although they have already looked at it twice and wouldn't budge until I got you involved.
thanks
**