Westside Medical Care

On 11/3/the customer emailed inquiring about the refundsI emailed back indicating that the products would be refundedHowever, the returns department did not get to the packageI apologized for the delay and confirmed to the customer that we are still going to process the refund as requestedI reached out to the returns department and got the package processed the same dayI confirmed the refunds were processed to the customer I also provided a screen image of our payment system with the refundsOn 11/5/a 1:32pm CST the customer has confirmed that the refunds have been posted to her bank accountWe are sorry the customer was unhappy with the productsWe are however glad we were able to get things straightened out for her

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I hope that they change their shipping methods as I will not order again until they offer a shipping method that you can track all the way to my residence in Toronto, Canada as all the other companies I order from the United States do
Regards,
*** ***

The documentation of the refunds has been taking a little longer than expectedWe acknowledge this and realize that this can be inconvenientWe also acknowledge that this should have been completed sooner as this has not made for a good customer experienceOur escalation specialist is working
steadily to gather remaining documentation for the customer to showcase the refunds that we have doneThe documentation shows order number, refund date, and refund amountThis should help the customer to be able to reconcile any questions she may have regarding funds back to her accountWe appreciate the customer taking time to provide feedback and welcome opportunities to better improve our serviceI have also contacted the customer 9/2/and left a message indicating to her that the documentation is being completed.I have attached some of the documentation to this complaint to showcase that it is being worked onHowever due to limitations I cannot attach everythingThe remaining documentation will be emailed to the customer on the one provided in this complaint for her referenceIf there any further concerns of course you can email me at *** or you can call at ***

At this point, the investigation has been concludedThe customer's account was inactivated on a temporary basisThis is because we wanted to ensure that no further deliveries occurred until we found out what happened to the order in questionThis was done with the intention of
ensuring the customer would get any future products that she had orderedA supervisor has attempted to contact the customer today 4/5/I myself have personally attempted to call twice as wellHowever, I was unable to leave a voicemailWe want to ensure the customer gets her refunds to the proper ordersMy direct extension is ***I will attempt contact again tomorrow.

Upon closer review of the customers most recent order we have found out the followingItem *** is not available as the product was found to have a defect while attempting shipmentThis is of course at no fault of the customer and we can understand how this can be a frustrating experienceThe
matter is being reviewed internallyIn regards to items *** and *** we have had the warehouse team double check the products to confirm availabilityThe customer is correct that these particular products should not have appeared on the webHowever, this is the result of human error, rather than a technical oneThis occurrence is unfortunateHowever, we can assure there is no intentional deceptive behaviorIn addition, when a refund is processed we have automated protocols that make sure customers are notified the next day after a refund was processedWe appreciate the feedback about the areas of opportunity present and are currently working toward making improvementsNevertheless, this still leaves the customer without a product and we understand that can be a disheartening thing to experienceIn the interest of customer relations, a $store credit has been applied to the account for future useThis credit does not expireTherefore, there is no rush to purchase something by a certain timeIf a customer finds something she wants on the TV the order will need to be placed with an agent so the credit can be applied toward the orderIf the product is online, the credit can be applied during the checkout processIf there are any other questions or concerns our CS team is available 24hrs a day at ***, *** and we also provide 24hr chat coverage

Complaint: ***
I am rejecting this response because:WE HAVE NOT REACHED THE SATISFACTION POINT YET
Although FINALLY someone is doing their job and I am seeing some resolution, the records are still incompleteThe only reason this is happening is because I was forced to contact my credit card companies and file a complaint with the Revdex.com to get this nightmare resolvedOnce I have received everything I have requested and have had time to correctly reconcile this account we will discuss closure of this complaint if I am satisfied with the outcomeIt has taken them almost one year to get to this point and I am not about to release them until everything checks out.The amount of refund listed on your form has turned out to be actually much higher than I had originally thought
Regards,
*** ***

I have spoken with the customer today 4/1/and relayed the following information to her:Shipping is per item and the shipping information is on our website. If she wants expedited shipping for multiple products we have "Value Bundle Shipping" which lasts for calendar day and is one
flat rate of 29.99. That I would be refunding her transaction down to the standard shipping price now that she has some more familiarity with our different shipping methods. Action taken to reach resolution:I have processed a refund for her shipping charges down to our standard shippingThe total refund is going to be (separate refunds). Further explanation of shipping costs for her future purchases. She was a pleasure to speak with and I am glad we were able to get things situated for her

At this time the consumer has delinquent payments which is why she has been contacted by usAlthough we understand that receiving phone calls may be frustrating, it is not our intention to create an inconvenience for the customerAt the time of purchase the customers who use budget pay must give
consent to us to charge them total installmentsCurrently we are only able to take budget pay with a credit or debit cardWe are unable to use Paypal credit for budget pay purchasesIn addition, at the time of purchase, customers must give consent for us to be able to contact them if we are unable to collect paymentOur automated system calls the customers and asks for verification information to ensure that we are talking to the correct partyAt this time we are in compliance with collection practices and we are unable to cease contact.from 10/21/to 3/3/a total of orders have been placed with our budget pay method.A total of orders have been placed with agentsAnd orders have been placed on our automated system. Of these orders that have been placed have been either paid in full or are in good standing according to our agreementA total of orders have outstanding balancesI have attached a copy of our most recent statesmen to help the customer better understand the charges that are outstanding at this time.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and I got an apology from themAnd hope they really work on the problem and put more attention to their business and make sure that, a mistake like that won't happen againlike I said that happened to me many times and Hope my complaint help to fix the problem specially when they offer an Auction section items, and they have clearly what "AUCTION' word means
Regards,
*** ***

I have been working with the customer toward reaching a resolution that is satisfactory for her I have spoken with the customer on 4/and indicated to her that I will reship the products that I can and that I will refund what I am unable to reshipI have attempted to call on 4/and 4/to relay the information I have foundHowever, her and I have missed each otherI will continue to contact the customer to work toward completing the resolution for herBut she did indicate that she was happy to get contacted and is happy that we are working toward a satisfactory resolution.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***From: *** [mailto:***] Sent: Thursday, April 21, 4:PM To: info
Subject: Complaint *** I have received the refunds due meI did call days in a row to find out about the refundEach time I called I was told a different thing. The first time I was told my refund was sent the 17th The second time I was told it wasn't sent until the 18th Then I was told on my call yesterday that it was sent the 19th I did check and it was done on the 19th. Thank you for your help in resolving this issue *** ***

I have spoken with the customer as of 4/5/in regards to her complaintI have spoken with the customer about how and when we apply our return label feeI have given her a refund for the $in the interest of customer relationsThe fees were originally applied as the products were not
defectiveHowever, again this decision was made in the interest of customer relationsShe has my number in case she has any questions or concerns for meOtherwise, she was pleasant to talk with and I appreciate her giving time to speak with us about her concerns.

In order to assess the problem better, the call patterns from previous calls are being examined8/21/the customer was notified of the account deactivationThere is however an area of opportunity in how the information was providedAnd we can acknowledge the shortcomingInternal investigation
is in progress Nevertheless, this does not negate the need for a solutionFirstly, we deeply apologize for any inconvenience that has been causedWe can confirm the the following has been done: 9/26/Account has been reactivated9/27/A $Store credit has been added to the accountThis credit can be used on our website during checkout or with an agent on the phone The credit has been added so the customer may be able to purchase what she would like at her discretionChat agents are available 24hrs a day at our website SHOPLC.com Additionally we can be reached via email at *** The store credit does not expire so no worries about using it by a certain timeWe appreciate your patience in this matter and look forward to being able to continue to serve youAgain, our deepest apologies *** *** PhD, Customer Service Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Complaint: ***
I am rejecting this response because:Until I can finish reconciling I can not close this yetAlso there will be some items I still will be questioning (pages of denied refunds one credit card has notified me of that still needs to be looked at by Liquidation)To be fair to me I need a bit more time on thisAfter all it has taken them well over a year to get to this point with Revdex.com's help
Regards,
*** ***

I have spoke with the customer today 12/in regards to the above mentioned complaintThe matters we spoke of included: Shipping concerns, rising auction bidding concerns, and rising auction payments. Shipping concerns:We have gone through her Dec purchases in their entiretyI have emailed
her a report detailing her shipping charges as documentation to help her with reconciling her statmentAt this time only instance was identified that she was charged more than once on 12/An automated system order was placed and charged Value Bundle shippingLater that day an order was placed online and the value bundle shipping method was chosen again by the customerThe system recognized this method of shipping had been selected twice and corrected itself that same night We have identified other instances where she paid for our value bundle shipping but did not purchase enough items for the shipping to be beneficial for herIn these instances we have refunded her the difference for customer relationsIn short, we have not charged value bundle shipping multiple times incorrectly. Rising auction bidding and timer concerns: The customer claimed that she was seeing instances of the clock on our rising auction resetting themselves after it goes down to zeroI have explained to the customer that our system is not set up in this wayThe auctions are automated so once it's over the clock does not reset.However, the customer does have my personal extension.I have requested if she sees this again to go ahead and contact me so I can get our technical department involved if necessaryHowever, at this time I can confirm that our auction is functioning correctlyAlso as an additional measure we made sure to clear the customers cookies and cache on her computer to optimize efficiency of her browser. Second chance winning concerns: The customer has indicated that in some instances of "second chance" auctions she was being charged the incorrect priceI have no confirmation indicating that this has occurred from transactions I have viewedBut again, I have asked the customer to contact me if an example arisesBut at this time I can confirm that the correct prices have been charged on our rising auction.She was a pleasure to speak with and she has my personal line if she had further questionsHowever, I feel that we have clarified any concerns she may have had.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** *** I have received a call from *** from LC channel on 04/01/She said she would look into adjustment of charges.I am waiting for final resolution.Thank you for your assistance

I have spoken with the customer as of today 9/16/I have confirmed with her a reshipment was not processed properlyI am reshipping this item to her and will followup with her once the product is on it's wayThe customer is glad to be getting her productsWe appreciate that she gave us
feedback to better improve the customer experience.

Revdex.com:After many attempts and efforts that were uncalled for, with people stating they had 'handled' the problem, when they had NOT, they DID refund the $Unfortunately, I discovered that many of the customer service people employed BY LC have a tremendous problem with telling the TRUTHHopefully, they have learned a major lesson.Many thanks for your assistance in this matter.*** *** Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***