Westside Medical Care

Firstly, we apologize the manager callback did not occur in a timely fashion. We acknowledge this is an area of opportunity and this matter will be investigated internally with the delay.  On 2/22/2018 I (Customer Service Manager) attempted to call the customer. However he was not available. I...

spoke with his wife and she said he won't be available today, however she did give recommend I try tomorrow 2/23/2018 On 2/23/18 I called the registered telephone number. His wife informed me he is out of town but gave me an alternate number to contact. I did attempt to call his cell phone however was unable to leave a message.  Upon reviewing the situation, the customer is correct the description did change. However, the change was not intended to be malicious or deceitful. Rather, it was discovered we had a discrepancy in the description. The product was removed to correct the information. This was done to ensure transparency with our customers in what they were getting. Internally we are taking corrective action to ensure all customers are aware of the description error. I have processed a $50.00 customer relations store credit for the customer. The credit does not expire. I cannot be used on the automated system but it can be used with an agent, or on the online store. We hope to restore our relationship with the customer and apologize that we did not meet expectations.

Complaint: [redacted]
I am rejecting this response because:Until I can finish reconciling I can not close this yet. Also there will be some items I still will be questioning (2 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 this. After all it has taken them well over a year to get to this point with Revdex.com's help.
Regards,
[redacted]

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.
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,
[redacted]

I have attempted to contact customer as of 1/16/2016. I left a voicemail indicating that liquidation channel has no control over how quickly funds are released. Once we cancel an order we release the funds from our possesion, however each financial institution is different in how quickly they...

release the funds back to a customers account. I have also let the customer know via voicemail that I am sending the item in question to her at no expense to her. I indicated an invoice will be generated but no charges will come to her. The product should arrive between 10-14 business days as we have had some shipping delays. Nevertheless, liquidation channel has not collected any funds from the purchase in question. If the customer has any questions for me my email is [redacted] and my direct line is [redacted] I work Tue-Sat and return calls within 24hrs barring when I am not in the office.

As of this time I can confirm and attempt was made on 1/23,1/27 and 1/28 to initiate contact via phone on the number left on this complaint. A voicemail was left each time with my direct extension.  In regards to item [redacted] the customer is correct her order was cancelled and we were unable to...

ship the product. If a product is found to be in unacceptable condition when it is being packed we will opt to refund the product for the customer in the interest of customer relations. This decision is made rather than sending something out that does not fit our quality standards. It is never our intention to inconvenience a customer. In this instance the product being placed for auction will be addressed internally. However, we do not intentionally put products on auction that are unavailable. Because the product is not available we do have a personal shopper department that can find something similar. In addition we can honor the price of 42.00. However, since the item will not be exactly the same we need confirmation for the customer that this is something that she would like to do. In regards to item [redacted] the customer has been refunded in full as of today 1/28/16 and no return label fee has been applied to the order. Therefore, per customer request we have absorbed all shipping costs. In addition to the refund, a replacement was sent by CS Manager in the interest of customer relations. This replacement had no additional cost to the customer. In closing, we would like to address her comments on her experience with an agent. It is absolutely unacceptable that the customer would feel humiliated from her experience. And we extend our deepest apologies. Coaching will absolutely happen for this agent, we take feedback like this very seriously. We appreciate the customer taking time share her experience because it helps us be a better company. Again, we extend our deepest apologies for not providing the customer with the service she needed. If she has any questions or concerns my direct extension is [redacted]. I have also left this information in voicemails as well.

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]From: [redacted] [mailto:[redacted]] Sent: Thursday, April 21, 2016 4:51 PM To: info...

<[email protected]> Subject: Complaint [redacted] I have received the refunds due me. I did call 3 days in a row to find out about the refund. Each 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   [redacted]

As of today I can confirm the following actions andinformation have been sent to the customer via email: I.                   All refunds customer inquired about from theyear of 2014 have been provided in excel documents which detail orderinformation, refund amount and refund date and to which card it has beenprocessed to. II.                 Monthly reports from Jan 2015 to June 2015 togive details to the most recent returns as well for the customer’s reference.Information was provided in excel documents with detail order information,refund amount and refund date and to which card it has been processed to.  Please keep in mind our refund date is what our payment system indicates,however the financial institution may not have posted the refund on thecustomers end for 3-5 business days.  Each financial institutions policymay differ.  III.               General timeline of communications:§ Customer Service Manager/ Danielle Jacksonemailed customer on 9/5 with May-Dec 2014.  Attached Jan-April directly tothe complaint as documentation that the reports were being worked on for her. § On 9/11 Customer Service Manager/ DanielleJackson emailed customer Jan-March 2015.  Jan 2014 to April of 2014 weredirectly emailed to customer’s email but clarified to her that information hadbeen attached them to the initial complaint.§ On 9/15 April of 2015 was sent to customer viaemail.§ 9/17 May and June 2015 were sent via email. § On 09/19 Customer Service Manager/ DanielleJackson emailed customer with status and providing availability.  On 09/21customer acknowledged communication with no further questions at the time. As the customer has stated the documentation has taken muchlonger than expected. We acknowledge this and realize that this has not madefor a good customer experience.  Any shipping discrepancies that the customer has expressedconcerns about we have made sure to review and to verify the refund for her inthe spreadsheets.  We made sure to specify it was a shipping charge tohelp keep the document user friendly. I have given this information to the email that is attachedto this complaint. She has confirmed receipt of the documents. Documents from 2012 and 2013 are too far back for ourpayment system to get specific details regarding the refunds like the othertransactions. However, I do have some information from our payment system thatmay be of use: ·        Card ending in 1806 has a total of 5,737.80 ofrefunds since 2012·        Card ending in 9885 has had a total of 10,235.12worth of refunds since 2011.Therefore we have refunded a total of roughly$16,000.00   to the customer in a 4 year period of time on these twoparticular cards.   Again, we wanted to take a moment to state that we did in fact fallshort of customer expectations and acknowledge this.  Specifically, we didnot set clear expectations on the amount of time the customer’s request forhistoric refund information would take, due to a significant amount of time hadpassed since the date of the charges inquired on.  Customer’s request isin general a personal banking control.  Our refunds are done and confirmedto the customer at the time of process, either via email or phone call. We hopethe documentation provided can help the customer reconcile her statements toget some clarity about what has been refunded and when.In addition to all the reports processed,we have generated some additional shipping fees refunds on non-defectiveitems.  This action was taken uniquely and unequivocally to expressgoodwill to customer.  After all the analysis made we can confirm nosystem errors were made.  We want to make sure we clarify some existingbusiness rules effective during the time customer purchased, this informationmay assist customer in the interpretation of reports and bank statements: a.    Shippingfees and merchandise value are refunded separately for all damaged or defectivemerchandise, regardless of the item value.  This means customer would seeone refund for the shipping fees and a separate one for the item value.b.   Shippingfees are not refunded on non-defective merchandise items.  In these cases,items assessed as quality check OK by our returns department, will still beaccepted as returned, however only item value will be refunded.c.    Itemspurchased with a discount coupon will only be refunded for the net paid amount,original price minus discount. Discounts are listed in invoice on separateline.    Wesincerely regret the frustration this has caused the customer and assure yousuch experience is not the standard to which we aspire, we can only hopecustomer finds the information and assistance satisfactory.Again I am still available for questions directly at [redacted] or [redacted] Tues-Sat.

Complaint: [redacted]
I am rejecting this response because:
I have been contacting the liquidation channel for more than two months regarding errors in their deliveries.  For Instance :: When I receive a package that should contain 4 items according to the paperwork inside, and there is only 3 items inside. Or the items are not the same as the items on the paperwork. Every time, I am accepting the credit and they are looking for the correct item and it is inevitably sold out. Every time.  I don't want a refund - I want the item that I ordered.  Anyways - I have been repeatedly having these problems and asking about what is happening over there since the first of the year? But no one has called me to address any of these issues.    Only now am I getting any responses at all. On their response they say they that they called me today twice? I told them they I was not going to be in this afternoon and they would have to call tomorrow. But again they did not listen.And in in regard to the phone calls,, I have been waiting for a call from a manager named [redacted] for more than 2 weeks.  from today - and prior to that I have left messages for management with the Customer Service reps .. To give you an idea of how long this has been going on - the order that they are calling about is from February.   I have been trying to get an answer about this order for all this time.. Now they are trying to deal with that problem only.   This is just not acceptable . 
[redacted]

The order in question was initiated online  2/24/2017 by the customer. The address was not complete and we were unable to deliver the shipment. We are sorry for any inconvenience that may have occurred. Nevertheless a refund was processed  3/8/2017. In addition the products were sent next...

day air and delivery has been confirmed as of 3/9 as the package was signature confirmation. If there are any other questions or concerns customer service is available 24hrs a day at ###-###-####.

on 7/22 I left a voicemail with the customer regarding her complaint. I emailed on 7/23 with the customer and we have been corresponding for the past few days. For personal reasons the customer will not be available by phone for the next few days. We have agreed to do a phone call on 8/4/2015...

when she will be available at 1p CST. In addition, we have agreed to get a returns report together for her to ensure all the refunds she has have been processed correctly. We have already sent one, however the format was not friendly for the customer. So we are making some revisions and plan to have that ready for her viewing on 8/4/2015. Resolution is in progress for the customer.

The consumer indicates the complaint was filed because  a return was not accepted for an order. The product was resized and our terms and conditions indicate that altered products are not eligible for return. Under normal circumstances all products do have the 30 day warranty against defects....

Additionally if the order is within 30 days the customer can return the product if they are unhappy with it. However, again altered products are not eligible. The following paragraphs is from our terms and conditions:   RETURNABLE ITEMS If you are not completely satisfied, return your item within 30 days of the receipt of the item. All Sales Final on items purchased on the Rising Auction or Clearance sections of the website and during any Clearance Event. Only defective or damaged items purchased from these website sections or during a Clearance event may be returned. This Right of Return policy applies only to those products that have not been subjected to undue stress, neglect, misuse, abuse, altered or resized, in any way. Upon receipt Shop LC will inspect each return and Shop LC reserves the right to reject items that have been subject to any of the above circumstances. Returned Items must be complete, including all items Shop LC sent with the order, including the jewelry box, tag, and any and all certification(s) if applicable. A returned item must be packaged for shipment to arrive in the same condition as it was received. We strongly recommend that you use Shop LC supplied return label to return the product. A Return Label Fee of $6.49 (up to 5.0lbs), $8.49 (5.01lbs- 10lbs) or $10.49 (10lb+) will be deducted from your refund credit amount. Otherwise, we recommend, you insure your package and ship it via carrier with a tracking method. Shop LC will not be able to issue a refund for items that are damaged or lost in the return shipping process.   I have also included the link for reference: [redacted]
* Invoices shipped to our consumers indicate that further details of terms and conditions are on our website. I have attached a copy for your reference of the same invoice the customer has received.   In the interest of customer relations I have refunded the customers initial payment and deactivated future payments related to this purchase. I also did not require a return. I have left a voicemail with this information, additionally I have emailed the customer with the same information. I have attached the email for your records.     On the grounds that terms and conditions were not violated, and that the product was not eligible for a return, SHOP LC respectfully requests dismissal of this complaint as invalid.   [redacted] PhD, Customer Service Manager

According to out payment system for the order of [redacted] for items [redacted] and [redacted] 3 methods of payment have been used. The first is a 10.00 store credit. The 2nd is a mastercard ending in [redacted] for a total of 35.96. And lastly we charged 20.00 on the card ending in 7430. This makes a total of...

59.98. I have included a screenshot of the invoice. I have also included a screenshot of our payment system that shows 2 cards were charged. I have attempted to contact the customer on the phone number given on 11/28/2015. I left a voicemail briefly explaining this information. We have charge the correct amount on the order in question. In addition the description of the product states "Vegan leather" which is an alternative to animal leather. We have indicated in our description that the product is not animal leather. All products are covered by a 30 day warranty, any products the customer is unhappy with we are glad to return. In regards to turquoise in question this would better be handled with a phone call. An email has been sent to the customer to confirm what would be a good time to get in touch to get more clear details. However, the email came back as undelivered. However, in the interest of addressing this complaint all turquoise is genuine and real unless otherwise specified. Products may have treatments to help with the intensity of the color, however that does not alter the genuineness of the stone. We would like an opportunity to speak with the customer but we have missed each other [redacted] is my direct extension. Another attempt to call will be made during normal business hours to continue toward reaching a desired solution for the customer.

I have spoken to the customer as of today 9/19/2015. I have found the item that the customer has requested and placed an order for him. in addition to this I have registered him as well. Therefore, next time he wishes to purchase with us he can go through the automated system without and issues. I...

appreciate the time that he took to give feedback and deeply apologize for the experience that he had. We are glad he is part of the LC family and hope he enjoys his purchase!

The fees have been refunded in their entirety per the customers request. Just to manage expectations, please be aware that the refund is not in one lump sum. The way our refund process organized the item and the shipping charges are refunded separately. A refund of 1.99, 4.99 and 31.50(making a...

total of 38.48)  were done on the  original method of payment. This refund has been done today as of 3/10. Please allow 3-5 business days for the refund to show up on your end. Time frames do vary depending on a financial institutions policies. I have called the customer and spoke with her today on 9/10/16. I indicated that the refund was completed. At that point the customer shared her concerns with me and the call was abruptly ended. I called back and left a voicemail indicating again that a refund has been processed as requested. I have also indicated in this same voicemail that the calls placed with our representatives are being reviewed so proper coaching can be provided. It was not our intention to provide this type of experience for the customer. However, we can understand why she was upset. We acknowledge shortcomings in this particular situation and have taken the aforementioned steps to rectify the issue. If she has further questions for me I did leave my direct line [redacted].

At this time the consumer has delinquent payments which is why she has been contacted by us. Although we understand that receiving phone calls may be frustrating, it is not our intention to create an inconvenience for the customer. At the time of purchase the customers who use budget pay must give...

consent to us to charge them 3 total installments. Currently we are only able to take budget pay with a credit or debit card. We are unable to use Paypal credit for budget pay purchases. In addition, at the time of purchase, customers must give consent for us to be able to contact them if we are unable to collect payment. Our automated system calls the customers and asks for verification information to ensure that we are talking to the correct party. At this time we are in compliance with collection practices and we are unable to cease contact.from 10/21/2015 to 3/3/2016 a total of 41 orders have been placed with our budget pay method.A total of 8 orders have been placed with agents. And 33 orders have been placed on our automated system. Of these 41 orders that have been placed 31 have been either paid in full or are in good standing according to our agreement. A total of 10 orders  have outstanding balances. I have attached a copy of our most recent statesmen to help the customer better understand the charges that are outstanding at this time.

I have called and spoken with the customer today 6/28/16. I have checked the inventory for  item [redacted]. I have confirmed with our warehouse team the  product is available. We acknowledge that an error occurred with this particular order. For this reason I have escalated the matter...

to have it looked into further. I have explained to the customer that this is not something that is done intentionally and that we are a legitimate company.  Nevertheless, the customer needs a solution for his immediate concerns. In the interest of customer relations I have sent the product to the customer as a gesture of good faith. The customer was a pleasure to speak with. Should have have any other concerns I can be contacted directly at [redacted] or emailed at [redacted]

Today 6/30/2015 I spoke with Mr. [redacted] about Sales order 0001567652. I indicated to him that I have no problem sending the label. However, I also indicated that I would be glad to process the refund he initially requested. I processed the refund while he was on the phone via Paypal. I gave him my...

direct line if he had further questions.

In order to assess the problem better, the call patterns from previous calls are being examined. 8/21/17 the customer was notified of the account deactivation. There is however an area of opportunity in how the information was provided. And we can acknowledge the shortcoming. Internal investigation...

is in progress. Nevertheless, this does not negate the need for a solution. Firstly, we deeply apologize for any inconvenience that has been caused. We can confirm the the following has been done: 9/26/17 Account has been reactivated. 9/27/17 A $50.00 Store credit has been added to the account. This 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 discretion. Chat agents are available 24hrs a day at our website SHOPLC.com Additionally we can be reached via email at [redacted]   The store credit does not expire so no worries about using it by a certain time. We appreciate your patience in this matter and look forward to being able to continue to serve you. Again, our deepest apologies.    [redacted] PhD, Customer Service Manager

On 11/3/2015 the customer emailed inquiring about the refunds. I emailed back indicating that the products  would be refunded. However, the returns department did not get to the package. I apologized for the delay and confirmed to the customer that we are still going to process the refund as requested. I reached out to the returns department and got the package processed the same day. I confirmed the refunds were processed to the customer I also provided a screen image of our payment system with the refunds. On 11/5/2015 a 1:32pm CST the customer has confirmed that the refunds have been posted to her bank account. We are sorry the customer was unhappy with the products. We are however glad we were able to get things straightened out for her.

We confirm this is not the quality of service we intend to provide.  We understand this has been an inconvenience and for this we are extremely sorry.We have added control measures to minimize errors, which we expect will increase your satisfaction and enjoyment while shopping with us.  If for an unforeseen reason,  the same situation was to unlikely  happen in the future, we hope you will provide us the opportunity to express our good will and send you a like kind  item free of cost to you.  In the interest to express our good will and to improve your shopping experience we have applied store credit to your account in the amount of $20.00. This credit was applied on 11/3/2016 In addition, we have shipped order [redacted] to you.  This order contains the following products. September incomplete orders: In September were we unable to ship item[redacted]Artisan Crafted Arizona Sleeping Beauty Turquoise, Lapis Lazuli Sterling Silver Decorative Pendant without Chain TGW 1.110 Cts. The product was won for 10.00. We have found item[redacted]which is like kind, the description is as follows: Artisan Crafted Arizona Sleeping Beauty Turquoise, Lapis Lazuli, Malgache Neon Apatite Sterling Silver Pendant without Chain TGW 2.090. October incomplete orders:  Item [redacted]Madagascar Paraiba Apatite, White Topaz Platinum Over Sterling Silver Earrings TGW 1.310 Cts. Won for 6.00. We have found like kind item[redacted]: Madagascar Paraiba Apatite, White Topaz Platinum Over Sterling Silver Earrings TGW 4.700 cts. Item [redacted]Arizona Sleeping Beauty Turquoise Platinum Over Sterling Silver Decorative Dangle Earrings TGW 1.250 Cts. Won for-11.00-. We have found like kind item[redacted]Arizona Sleeping Beauty Turquoise, White Topaz Platinum Over Sterling Silver Lever Back Earrings TGW 1.712 Cts. We appreciate your business and are very saddened we were unable to provide the level of service that we strive for. Nevertheless, this situation provides an opportunity for us to continue to for improvements to make your experiences even better. We hope that you enjoy the products that we were able to find. Although not the same, they are similar in appearance. Therefore, we hope that his gesture of goodwill is received well.  If there are any questions or concerns of course customer service is available 24hrs day at [redacted]. My direct line is [redacted]. My email is [redacted]