XO Group, Inc

Review: When I was first called with the advertising opportunity through [redacted] as a photography vendor, an employee on the phone indicated that if I went through their company for advertising for $200 per month, that I would see a return within one month. With only one email from a potential client in over 4 months time of being 'featured' through [redacted] I feel incredibly mislead. I am requesting a full refund as well as a complete cancelation from any further advertising through [redacted].Desired Settlement: I am requesting a full refund as well as a complete cancelation from any further advertising through [redacted].

Business

Response:

In talking with the Account Rep, here is a summary of our interaction with this vendor.We spoke with [redacted] and thoroughly discussed our marketing options on our website, [redacted] as is usually done with all vendors who inquire about advertising with us. Part of the discussion with her included a needs assessment to find out about her business and how we can best suit her marketing needs. At no time, did we guarantee any sort of booking(s) or results as the Rep does know it’s impossible to guarantee something such as bookings since we don’t have control over anyone who is in place to make a buying-decision. We did go over return-on-investment with her, making sure to discuss what her customers will spend with them and how many bookings they would need to get a return on their investment. She then made the decision to give us a try and signed the contract for a full 12 months. Any investment is a gamble and has no guarantees, but that’s part of the risk/reward model. We trust that she will be able to reach out to her Account Rep so they can come up with a proactive way to proceed with the rest of her 12 month contract and make her listing the best it can be for clients in her service area.

Review: I have emailed [redacted] three separate times over the past two weeks to get assistance in deleting my website and account. The initial generated confirmation of my email being received said that they would respond to me within 48 hours. After getting no response to my third email, I called their main phone number, [redacted] and after filling the prompts for numerous "free offers" the automated response said that their phone number recently changed and gave a new number. The new number also contains only "free offers" and you literally CANNOT reach a customer service representative. After searching the internet more I found a phone number for the [redacted], and called them for assistance even though it wasn't related to the store. The gentleman I spoke with wouldn't give me any other help but telling me to call the original number. He said that was the only number they gave him and that he can't help me. He also refused to let me speak to his manager. It has been two weeks now and I still have not heard back at all about my simple request of deleting my website and account with them.Desired Settlement: Literally all I want is for them to delete my website and account with them. Also I ink it might be necessary for them to provide a working phone number for customer service for future issues.

Business

Response:

Thank you so much for taking time to reach us here. I am very sorry you were not given the right information to contact us. Our phone number is actually ###-###-####, not [redacted]. I will need to check into this alternate phone number to find out what information it is giving out indeed.Your profile has been cancelled and within 24 hours you will see it is no longer active. We are also contacting [redacted] on your behalf to ask them to remove the residual links as quickly as possible, making this a priority to get these removed for you. They tell us it can take 3-28 days, but we are hoping it will be very quick.We wish you all the best.[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. Thank you for finally getting them to respond! Still unsure as to why no email responses were made.

Sincerely,

Review: I originally filed a complaint with a California company but, upon further review (ie Revdex.com A+ rating link available at the website ordered from) am resubmitting to the appropriate entity. On 12/*/14, I placed an order on [redacted] for items to be delivered by Christmas. While I received an online receipt that day with a link to check on the delivery status, I received no other correspondence from the company. On 12/**/14, I sent an email to the customer service email address provided for a status update. I received no reply or notification that this email was received. On 12/**/14, I sent another email asking about the status of my order. Again, no response. On Saturday evening, I received a generic email not even addressed to me or referencing my order number indicating that my order would not be fulfilled by 12/**. This is a four day notice that my Christmas gifts would not be arriving. Extremely poor customer service and communication. A company shouldn't promise delivery for the holidays if they cannot deliver it.Desired Settlement: I would like my items before Christmas.

Business

Response:

Thank you so much for your feedback. We are very sorry that your order was not sent out in a timely fashion and that items were deleted from your order. We are very sorry for the delays and inconsistency in our warehouse inventory information and are working hard to prevent this in the future.I do see your order has not shipped. Since these were intended for the Christmas holiday, I will be reaching out to see if we can send out a set for another upcoming event for you at no cost to you. Please reach out to me any time if you have direct questions.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I signed up in-store for a baby registry at [redacted], and requested, on the sign-up form, that my registry NOT be shared on [redacted]. Somehow my registry was automatically linked to [redacted]. I am not a [redacted] member, nor will I ever be. [redacted] claims that they are incapable of fixing their mistake. [redacted] cross-advertised my name, address and due date to [redacted].

Now, a simple [redacted] search of my name calls up my name, address, due date, and baby's gender. I called [redacted] and got a recorded message asking me to provide my account information, and since I do not have an account with [redacted], I emailed [redacted] at a customer service number provided by [redacted]. I received a reply that the email was received by [redacted]. That was a week ago, and no further contact has been initiated by the company.

In the meantime, my name, address, due date, and baby's gender continue to be flaunted by [redacted] on [redacted] as one of their customers. I feel extremely vulnerable, and have begun investigating home security systems to protect myself and my family.

I understand from googling (ironically) that I am by far not the first victim of [redacted]'s parasitic practices.Desired Settlement: I would like my personal information removed from [redacted]'s servers and for [redacted] to remove the [redacted] listing they created exposing my personal information. I would like this done instantly.

Business

Response:

Thank you for reaching out. We also replied to your email sent to us directly. We were able to remove your registry links from our site today. Please allow [redacted] up to 28 days to refresh their site to remove the dead links. They typically do this very quickly, but it can take the full time.As a reminder, your registry retailers did share your information with us based on their policies. When you registered at their site you agreed to their Privacy Policies that did include information on how to make sure your information is not shared with Third Party Vendors. Each retailer has a different set of steps to take to avoid this sharing feature. We encourage you to go back to the retailer sites and revisit these policies to make sure you know other retailers also have your information.We wish you all the best.

Review: I placed orders [redacted] and [redacted] on 12-*-14 (aka "Cyber Monday") at the [redacted], intending the items to be Christmas gifts. At the time the [redacted] was touting a "delivery by Christmas guarantee." It is now 12-**-14, and my order has not been processed or shipped. I have received absolutely no communication from the [redacted] about this delay, despite having sent an email to customer service weeks ago inquiring about my order status and attempting to call several times with no answer. This is unacceptable "customer service," as in non-existent. I was only made aware of a potential delay in the delivery by my order by visiting the website itself and reading an "order status update" disclaimer. The [redacted] should have been aware of the "unprecedented" amount of orders from "Cyber Week Sales" prior to 12-*-14 and reflected shipping times accordingly and NEVER promised a delivery guarantee, or stopped taking orders altogether. Now it is past Christmas and my gifts have yet to be sent. The [redacted] has not offered any rectification for this issue, only apologizing via note on their website that they were unable to meet customer "expectations" and that they appreciate customers' "understanding." My EXPECTATION on placing an order on "Cyber Monday," especially when there is a delivery by Christmas "guarantee," is that the order be delivered by Christmas. This company reeks of greedy, customer-swindling business practices.Desired Settlement: I honestly don't know how the [redacted] can "fix" this issue, unless they can turn back time. It is now past Christmas and my gifts still aren't here. The [redacted] should never have accepted so many orders, or promised delivery by a certain date. Now I - and countless other customers - am left in a lurch. The [redacted] needs to offer SOMETHING other than a bland apology for reneging their delivery guarantee.

Business

Response:

Thank you very much for your feedback. I am very sorry that we were not able to meet your expectations and that we missed the deadline. I truly understand the frustration and we are working very hard to fix this as we move forward.I am asking the warehouse to get the remaining three items on your order out to you, at no charge. We will make sure this does arrive to you this week. I hope you reach out to me directly if you have any additional questions.Thank you again,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Thank you for your generous response! Though please note, I placed 2 separate orders - [redacted], which has been shipped and received, as well as [redacted], which still shows as processing.Thank you.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

On Monday, December *, 2014, I placed two separate orders with The Knot. I have since then checked on my order daily only to find "processing" under status. Today it is December [redacted], 18 days after my initial order and nothing has changed. I do understand that with personalized orders and the challenge of Cyber Monday orders may take longer, however I have ordered from other companies that have included personalization on the same day and have received them in a more timely manner.

Additionally, other companies have sent out emails apologizing for the overwhelming orders and continued to assure the buyer they would do everything in their power to get the merchandise to their buyers by the holidays. The Knot has not done this at all. They have, however placed a disclaimer stating some orders will not be received by the holiday, but if you needed it for the holiday, you should email them. I did this and have yet to hear a response.

I will not be ordering from this company again nor will I be recommending it to any of my friends.

Review: On March **, 2014 I signed up for a 12 month advertising website and hard copy representation by "[redacted]" wedding company to advertise my business. I was told that within 3 business days someone from the company would contact me and my [redacted] to properly set up my website contained within their website, thus enabling my paid advertising to take effect. We were not contacted. We called and emailed [redacted] during the week of March [redacted] to set up our site. We received one email with base interactions and were told a second time that someone from the company would call to walk my [redacted] through proper online set up. [redacted] put my site up as live on 3/** but [redacted], to this day, admits that the site is not set up properly and the advertising that I am paying for is not functioning properly. Throughout April my [redacted] and I both called and emailed [redacted] with no response for fixing our website and having it advertise in the manner that I am paying for. They kept telling us both that

"the site is live but is not set up properly and someone will call you to walk you through fixing it." After paying for 3 months at $112 each month for nothing of what my 12 month contract promised (by [redacted]'s own admission on various occasions), about two weeks ago my [redacted] and I reached [redacted] and requested to cancel my subscription. He emailed back saying yes that my subscription would be cancelled. Then I received an email from him two days later saying he had made a mistake and could not cancel my subscription. I emailed him back asking for a 3 month refund. He contacted us and said "he was looking into it but found no grounds for refund." I called and left a voicemail three days ago. (When I did speak to him live the next day he confirmed it is his email, yet the message says "Hello you have reached [redacted] at [redacted]... which I found very misleading.) [redacted] set an appointment for two days ago for 4:30 to call my [redacted] to finally set up my advertising website correctly and he did not! Yesterday morning, he emailed me the following: I do apologize, I wasn't even thinking when I told [redacted] that I would call

at 4:30 pm..." I have successfully advertised with [redacted] two years ago, didn't last year and totally regret trying to advertise with them this year! All of the reps from [redacted] have told us since March that we are not set up properly, [redacted] confirmed that, then he changes his story when I asked to cancel my subscription, he sets an appointment to finally alleviate the situation while "looking into what he can do for me" and then nothing gets done as usual! I am still being charged monthly for nothing and the constant run around, the complete failure of [redacted] to fix this situation has escalated. [redacted] has refused to (a) cancel my subscription although they themselves admitted fault many times (b) refuse to refund my $112 monthly charge although they have not provided the extent of the contract advertising and (c) I asked [redacted] two days ago to extend my contract by 3 months to make up for the time I have paid and did not receive the advertising as promised and did not receive the merchant support as promised - plus to provide a phone session with my [redacted] to finally set up the advertising website properly and he will not extend my contract and as already stated, he himself admitted to not making the promised 4:30 phone call.Desired Settlement: My desired outcome is a refund of my $112 monthly charge since March 2014 via check to: [redacted]

Mail to [redacted], [redacted] and to cancel my subscription with [redacted] immediately please.

Business

Response:

Thank you for a chance to reply. Here are answers based on the concerns expressed in the complaint:

[redacted] signed up with us on 3/**/14 and we contacted her on 3/**/14 to welcome her and explain the details of her advertising package. She then mentions she tried to contact us the week of March **. We will need to know what number or email she tried to reach us at to verify this contact was made and replied to.

We also do not show records that [redacted] reached out to us in April after her website was set up, but would love to know who she was speaking with so we can also provide follow-up information on this portion of her statement. We had a new rep for her account that was assigned in May and he did speak with [redacted] to explain how the 12 month commitment was working, explained that her website was functioning properly and he was eager to help her make improvements if she felt they were needed. In May when [redacted] reached out about cancelling her account, she was mistakenly given the okay to cancel, however, we emailed back the same day to let her know of the oversight and to remind her of the 12 month commitment she had signed and that she would be eligible to cancel in 2015.

We also know that the Rep has continued to reach out and tried to set up a time to chat with [redacted] and her [redacted] so they can come together on a plan to make her storefront website viable and the best it can be. At this time we would request that [redacted] reach out to a [redacted] with [redacted] instead of her Rep so we can make sure to address her concerns immediately and confidently. She is welcome to ask for [redacted], [redacted], Strategy Specialist Team, and she will be expecting a call at ###-###-####.

We feel that since this account was set up in the time frame promised and the website has been working, that we are still within the guidelines agreed to at the beginning of the contract. If there are other concerns, or other points of contact we can review with [redacted], we would like that opportunity to discuss that with her directly.

Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[redacted] from the company emailed me saying they were "continuing to work on a resolution." It has been more than 48 hrs of them receiving my complaint. When contacted about what they could do for me, I requested to waive any refund and simply close my account. I have yet to hear back from them since over these many days and I ask you - how long does it take to close an account and email notification that it is closed?

Please help me to resolve this long ongoing issue. Thank you very much.

Have a fabulous day & please excuse any iPhone typos,

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Thank you again for reaching out. Our team has connected with you this week and the cancellation of your account will be effective this week as well. Please contact your Account Executive if you have questions or need further information. We are glad this has been taken care of for you.

Review: I ordered several personalized items on 12/*, when their prices were fantastically low (~80% off!). When you have such an amazing deal, as the business, you should expect a huge quantity of orders rolling in. Clearly, they did not prepare; I've been tracking my order since 12/* and it's only ever said"processing". I checked again today and one of my items stated "cancelled". I check my email again to see if they sent me an email to notify me that they have cancelled an item, and nothing, not even in the spam folder.

I called customer service and [redacted] says, "we have experienced a higher than normal volume that we didn't expect due to the low prices over the last few weeks". Really? You're telling me you didn't expect orders to come in droves when you mark it down 80%? She said "at this point, please don't expect your items by Christmas". All I could say was that this was horribly inconvenient. What else can you do? She also said "we are only human, we are doing the best we can". That's great, then don't promise things that you can't deliver on, it makes for very upset customers.

As much as I wanted to, I didn't cancel my order because I got such a great deal. Honestly, I think the knot should shell out for overnight shipping once the orders are complete. It's your mistake Knot, try and at least do something that shows you care; but at this point, that is not the impression I'm getting. Really, it just feels like you sold as much as you possibly could with no regard of man power or inventory. We as customers would much rather see that something is sold out rather than ordering and then be told (or discover, not even notified) that it's not coming till after Christmas, or not at all.

Upon ordering, they stated that 5-10 business days is the processing time for personalized orders, which means my items should have shipped on 12/**/14 by the latest. I have seen many other customer complaints on [redacted] stating that they also received a "deliver by Christmas guarantee". I didn't see this personally when placing my order, however I placed my order within the same time frame of these other customers so I assume the same guarantee was on my order, but there's no way to be sure.

This company is terribly unprofessional in promising items that they can't deliver on within in the timeline they say. They now have thousands of customers without expected Christmas gifts less than a week before Christmas. And they still are selling the items on their site, presumably promising the same timeline. If they have as many backorders as it seems and are not stepping up their production to fill these orders, how long is this going to go on? They are just piling backorder upon backorder.

Also, they have two business under the Revdex.com (both XO Group Inc), one in which they have an A+ rating and few complaints (which is also listed on their websites) and another that's not even accredited with the Revdex.com and with many more complaints? How can we, as consumers, now trust the Revdex.com when a business can have a "dummy" account and hide all of their complaints only to have another account boasting the "A+" rating. Again, terribly unprofessional.Desired Settlement: I want my order by Christmas, as do the many of thousands of customers who were guaranteed this. I also think that they shouldn't be able to post their Revdex.com A+ rating on their website when they have another Revdex.com account which is not accredited and houses all of their complaints. It is a lie to consumers.

Business

Response:

Thank you for your feedback. Yes, we did have quite a few issues in December as our former warehouse was going through a full building discontinuation. We are very sorry your order was caught in this and you did not receive the order in a timely manner, and complete. We did try to contact you, and all our customers, as soon as the warehouse made us aware of all updates. We know this was not quick.I have issued a full refund on your account and do hope you were able to find a way to use the product you did receive. Thank you again for taking time time to send feedback.

Review: I placed an order with this company on 11/**/14. Their website states that products can take 5 to 7 days to process and will then be shipped. First problem was I never received an order confirmation. I did save my order number and could "track " it on their site however. It is now 13 days later and my order is still "processing". I have emailed customer service twice and cannot get a reply. I have read multiple negative reviews about this company.Desired Settlement: I want my products now and I would like them overnighted to me . I do not expect to pay additional shipping charges for that service.

Business

Response:

We do appreciate this concern. We have let the customer know the following:She did order on 11/**/14 and the items stated online they have a processing time of up to 10 business days. She also chose ground shipping, which is stated to take an extra 6-7 days after the item finishes processing. The 10th business day would be 12/**/14. This order shipped out on 12/**/14 and is on schedule to deliver on 12/**/14. Tracking through [redacted] is: [redacted]Please let us know if there is any additional information needed at this time.

Review: The site [redacted] did not protect my personal information as promised in their security guarantees.

My username on almost 3,000 posts was changed from my created username to my complete, real name (first and last).

This was the case for at least hours, probably much longer. The only way I discovered this was because a friend from another site warned me. I was not informed by XO Group.

It took hours for me to figure out a way to change this back myself. In the meantime, XO Group never responded to my multiple contacts specifying that it was a security/privacy issue.

This is especially horrifying to think that anyone could have associated by real, professional, personal name with my online participation in a forum about infertility.Desired Settlement: I have the right to know what caused this and what the company will do to ensure it will not happen again. Even if I remove my account, I need an assurance that I can be comfortable with that the personal information I provided will not be retained.

Business

Response:

We take our users' privacy and security very seriously. Unfortunately, due to a technical issue, we understand that certain users' personal names may have appeared in the community boards on [redacted] for a short period of time earlier this week. As soon as we became aware of the issue, we began diligently working on resolving it. All affected members whose personal names appeared had their names reverted back to usernames within the same day. We posted a message to the community promptly, alerting them of the situation.We are proactively investigating additional measures to ensure that our users' privacy and security are protected. We have manual and automated quality assurance processes that are designed to prevent glitches in technical deployments, and we are instituting additional testing processes and policies to prevent such an incident from happening again.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID#[redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The company claims that they notified users, but the notification was posted only on a forum called [redacted], which users would only visit and read if they knew they had a reason to. Email notifications were sent only to users who did not opt out of marketing emails, and we were never told that opting out of these emails would include opting out of urgent security-related communication.The security breach constituted a true privacy emergency for users, but none of my emails received a response, to this day. I could not contact a representative who had the ability to remove my real first and last name from every one of my posts on the forums.My complaint cannot be resolved until the company can provide assurance that in a future breach, customers' privacy would be protected by whatever means necessary, instead of hours or more in which private information, guaranteed to remain private, was allowed to remain on their public site. Until then, I believe customers have a right to view this complaint before they make a decision to trust the company with their personal information.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Thank you for your feedback. At this time our legal department has instructed that our first reply is our company reply. If you would like additional information on [redacted] or any of our companies, please send a request as follows:Legal DepartmentXO Group Inc.[redacted]Thank you for your understanding.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID[redacted].

I ordered two products during cyber week with processing and shipping it was suppose to be here before Christmas. They claimed that they received to many orders and won't be able to deliver it in time for Christmas. I'm extremely disappointed as my husband deploys shortly after Christmas and will not be able to receive his gift. Maybe they shouldn't have had a sale if they couldn't keep up with the demand. I will not be shopping here again and I will tell others to do the same.

Review: WORST SALES AND CUSTOMER SERVICE EVER! A Sales Rep from THE KNOT INC / XO GROUP INC. pitched an advertisement for Featured Placement for our Jazz Band on [redacted] and an agreement was made verbally and through written emails I have evidence of which shows total bait and switch and misrepresentation of their services. I agreed to being Featured under the Bands category NOT Ceremony Musicians, yet they failed to disclose any price difference between the two until after I was already charged $144 a month for what I thought was Feature Placement in the Bands category. I then noticed that I was listed and featured under Ceremony Musicians. After reaching out to my Sales Rep to correct the mistake that I thought they made, she then tells me that she quoted me for Ceremony Musicians NOT Bands and that the Bands category was going to be $599 a month! What?! She even admitted fault but still said she would not work with me on pricing or anything at all after her mistake and misrepresentation of services. The company failed to have any Customer Service whatsoever as I tried to reach her [redacted] and [redacted] to no avail. Then I tried to contact Customer Service and they took my information and said someone higher up in the corporate chain would email or call which never happened. They would not make any concessions or even return my calls or emails. Then they had the audacity to charge me again for the 2nd month which I did not agree to. I disputed the charge through my bank which is in process right now. After all of this, then Customer Service reached out to try and collect the $144. After I refused, they basically hung up on me and then sent it to a collections agency. Unbelievable! I'm in consultation with my attorney as I know there have been several laws broken including false advertisement, negligence, and misrepresentation. They will be hearing from my lawyer very soon. They have absolutely no accountability, customer service, or regard for anyone but themselves by trying to make the most money possible thinking they are too big to be touched by independents. Well, they better think again!Desired Settlement: This business has the responsibility to refund all charges made for any services that were never rendered. They also need to have an executive call an apologize and discuss a reasonable settlement on top of the refund owed. This is in light of all the time, stress, inconvenience and damages including legal fees. The course of action will in effect rectify the situation and redeem them somewhat, however the damage and illegal activity made by THE KNOT INC / XO GROUP INC has already been done. If the actions I stated are not made, I will be forced to file suit and take them to court with my legal council.

Business

Response:

On 12.**.13, [redacted] from [redacted] contacted me and said he just launched his website and wanted to be listed on The Knot. I emailed him pricing for Ceremony musicians. He and I spoke and discussed and I sent him credit card form and next steps. Contract was entered 12.13 with a start date of 1.**.14. (documentation of the contract attached outlining his services being under ceremony musicians)

On 12.**.13, I got a message from [redacted] saying he did not want to be listed under Ceremony Musicians. I replied and re-explained that we did not have a category for Cocktail Dinner Music and that we were going to add all of his musical services to his storefront’s verbiage so the brides had a better idea of [redacted]’s "uniqueness." I explained that the Band category is priced differently. I again forwarded the original email and pricing I sent him for the Ceremony Musicians category.

On 1.**.14, the customer was told that he would not be able to promote his trio under “Bands” at the same rate as Ceremony Musicians via email and phone. I then offered to cancel his services before start of 1.**.14. Customer replied and asked that I please not cancel or do anything yet until he got back in town (documentation attached). [redacted] said he would be back on the [redacted]and would follow up on the **and let me know what he wanted to do. On the [redacted] also apologized for being "brash" and continued to ask on having The Knot's Band FV program at a reduced cost, though we did offer it at a 20% discount.

On 1.**.14, the customer emailed asking that we “just keep advertising and category in Ceremony Musicians for the original scheduled feature”.His featured storefront went live as scheduled 1/**/14 as scheduled.

On 1.**.14, two weeks after his storefront went live, customer emailed with concerns that he had not gotten any leads. I asked [redacted], my strategy specialist, to reach out to [redacted] and work with him on improving his storefront’s results.

On 2.**.14, a week later, customer emailed asking for a cancellation and refund.

Through numerous calls and emails from myself, our strategy specialist to improve his ad, and our customer service reps, we went over and above to try and make this customer happy. Due to the customer’s extreme dissatisfaction and confusion on his services, we approved an early termination on his services and also refunded him 100% of all his charges. (The customer was aware our local advertising contracts require a 12 month minimum commitment and we waived this minimum due to his consistent dissatisfaction.) The customer continued to dispute us on offering a more expensive advertising campaign at a significantly reduced cost, which we could not do. Despite all of our efforts which included the premature cancellation of his 12 month contract as well as a full refund, he is still not satisfied.

With the 100% refund of all charges, we feel this case is satisfied in full.

Review: I sent through an order over 1 month ago and still have not received it. Contacted them numerous times with no response back.

I placed an order for 1 item on December * 2014. It is now over 1 month later and I still have not received anything from this company: no item, no update, no estimated delivery, nothing.

I have contacted them via email to their customer service department 3 times over the course of the last 3 weeks and I have not received any reply back.Desired Settlement: I request that my order be completed / fulfilled ASAP.

Business

Response:

Thank you for your feedback. We are very sorry for the long delay in getting your product out. I do see you contacted Customer Service on 1/** and the product was shipped out at no charge to you.We did ship on 1/** and the tracking shows it was delivered to your front door on 1/** by [redacted]

[redacted] Please let us know if you have questions.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I had done my wedding website through the knot. However, without much notice, the company decided to change the entire format of their website product. They had assured me that all of the information would stay the same - including the URL. Thus, we had our wedding invitations printed with that URL information ( $475 worth). However, now I am finding that that was not the case. The URL changed and no longer works. Thus...the information they provided to me was false. I had contacted customer service numerous times but was not offered any appropriate solutions or an apology. I am having to pay once again to have invitations printed. This is ridiculous!Desired Settlement: Repair/Replace I would like the old URL to be available for access for my guests. OR I would like the cost in reprinting - approximately 100$.

Business

Response:

Emilie - Per my email to you earlier today. The Tech team did confirm that we are not able to mask your original URL over the top of your new one. However, your original URL - that is on your invitations - does work to direct your guests to the new site. Although the URL changes along the way, your guests will only need to put the URL: [redacted] and it takes them right to your site.We appreciate that this change has not been a fun one and we did try to give as much notice as possible. The statement about not having to change your URL has held fast. You can use the original URL and still have your guests reach your website. The Knot offers these free websites as a great option for our members and while we continue to provide improvements, there are some growing pains, especially when our technology needs to be updated (as was the case this last fall in this transition).Please let me know if you are not seeing your URL working to point your guests to your site. In your Revdex.com claim you stated it was not working, but I am seeing that it is.Keri S[redacted] Customer Experience Ops Manager

Review: On December *, 2014, I purchased two separate orders through The Knot; Order #s: [redacted] and [redacted]. Both orders were needed as presents, but I was willing to wait until January [redacted] since I was on vacation and wouldn't see the recipients until January [redacted]. Both orders contained personalization, which on the website said it took 14-21 days for processing. I was prompted to email the company if I needed a rush on my order, which I did and didn't hear anything from The Knot. To this day, I haven't heard anything and I think that is VERY unprofessional. The only correspondence was on December **, 2014 when I received an email stating that one of the non-personalized items had been cancelled due to the fact that it was discontinued. It has now been a total of thirty days and nothing has changed. I am still waiting for the status of my order to change from processing to something else. The bottom of the order tracking form said all orders that were ordered around the same time would be received by the first of the new year, yet my status hasn't changed and I have not been notified by anyone.Desired Settlement: I just would like to be notified as to when my order will be complete. I think it is the VERY LEAST a company should do. Every other company I've dealt with have been much more professional in this manner. An apology for not receiving any correspondence would be nice as well. In addition, since your policy states that you frequently ship partial orders separately when necessary,I would like my non-personalized parts of my orders shipped without further delay.

Business

Response:

Thank you very much for your feedback. We have had a major delay in orders in December and I am very sorry your orders were caught up in this delay in our warehouse. We do realize the communication was also not what it should have been and again, we are sorry. I have contacted the warehouse and both of your orders will be leaving tomorrow, 1/*/15, and we will have the shipping upgraded so they arrive for you before the end of this week.I do look forward to making sure your orders are shipped out.Please contact me directly if you have any additional questions.[redacted]###-###-####Talk soon,[redacted]

Review: I am a wedding photographer, and I signed up for advertising services in December of 2014. They promise a listing on their vendors' page, and a storefront [redacted] to help you make your listing stand out.

My first contact with the Knot was via phone when I inquired about my first charge-on Friday February [redacted] I called and asked if the first charge to my card would the the only one: the agent responded that yes, it's a one-time charge and that she would have my storefront [redacted] call and help me set up my advertising page up soon. I never got that call. The following Monday, I saw the charge go through again. On Monday, Feb [redacted] I called The Knot and spoke with [redacted]. I asked her why I was charged again, and she pointed out that the contract I had signed was for monthly payments for 12 months. Fair enough, but I was lied to originally and was upset about that. I expressed that I wanted to opt out of the contract, but was given no option to and was stonewalled.

I immediately emailed [redacted] that same day, expressing my frustrations. I admitted that I had signed the contract without reading it but stressed that I found the signup page deceptive.

I asked her this in an email: "I still would like to speak with somebody on the phone. Is the office closed?"

She ignored that question.

I then emailed her that I hadn't received any inquiries from my storefront to which she replied:

"[redacted], Your storefront is completely blank. Would you inquire with a photographer whose storefront was completely blank? " I found this response quite rude. I have a blank storefront because I am unable to upload photos to it, which could have been resolved if my storefront [redacted] had called to help in the first place. Meanwhile I've already spent $340 in advertising for a useless, blank storefront page.

On that day, I proceeded to call the Knot phone number I had reached [redacted] at 8 times. It rang and rang, and I spent about and hour listening to it ring. One of the times she even picked up and hung up on me. That night I emailed them, asking for [redacted]'s [redacted]. Her [redacted] ([redacted]) returned the call 3 days later, and gave me an 800 number to call her back at. I have called this number several times and it goes straight to an automated message after 2 rings. Nobody answers that number. I have left voicemails on that number and gotten no response.

Since then, I've called every other day and had nothing but ringing on the other end. I suspect they have blacklisted my number. Nobody answers for me and nobody returns voicemails or emails asking for a [redacted].

Here are emails I've sent since the original incident, of which none have been responded to. Keep in mind I'm paying $170 a month for this service which I can't use, and they're ignoring my pleads for help.

February **, 2015

To: [redacted]

Subject: URGENT

"Hi,

I've spent hours on hold, as well as reached dead ends while trying to get ahold of anybody. This has been going on for over a week.

I'm a vendor, and I've had such a bad experience with the Knot's customer service and web site interface that I'm considering canceling my credit card if I don't get my issues resolved immediately. I have documentation that I've been told and requested multiple times for help with my page, but still nobody has offered to resolve the issue.

Most importantly, I need to speak with someone in HR or customer relations.

If she's in, please have [redacted] (sorry if that's the wrong last name) call me. Every time I try to call, it rings once and goes to voicemail. call me at ###-###-####

Thank you

[redacted]"

I received this automated response:

"Thank you for your inquiry.

We have forwarded your request to the appropriate department for vendors.

If you have any questions please let us know.

Kind Regards,

Membership Support Team"

February [redacted], 2015

To: [redacted] Subject: HELP

"Hello,

I am still waiting to hear back from anybody over there, I have been asking to speak with a [redacted] for weeks now. I have not received help with my storefront, and have had terrible customer service so far. I'm very unhappy with the Knot and I've wasted over a month of a useless storefront after multiple promises that I would receive help!

You can call me today after 3 or any time tomorrow (Friday).

Thank you!"

No response.

February **, 2015

to: [redacted]

Subject: help needed

"Hello,

I need help with my storefront, I haven't been able to upload any images since my listing began. Nobody has responded for help with that!"

"I also need to speak with a [redacted] ASAP, I have sent multiple emails the last couple weeks and have gotten no response!"

No response.

February **, 2015

to: [redacted] ([redacted])

Subject: Re: The Knot, Inc. Terms & Condition

"Hi [redacted],

I've been emailing the customer service team but had no responses so far. I still need help with my storefront, and I never got a chance to talk to [redacted].

Thanks!"

No reponseDesired Settlement: Refund me for the 2 months of wasted advertising, apologize for ignoring me and have my storefront [redacted] call and help me with uploading images.

Business

Response:

Thank you for the feedback on this account. Our understanding is an agreement has been reached with this vendor and XO Group/The Knot and this disagreement has been mitigated. We wish you all the best.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: [redacted] has a registry online from when my son was born in 2014. If you do a [redacted] search for "[redacted]" it comes up on the first page. I have contacted both [redacted] and [redacted] through whom the site was created; however, neither seems willing or able to remove this page from the site. This is a privacy issue for me. I have inquired multiple times and received only a response that they would look into the issue a number of weeks ago. It has been months since the original complaint. We have deleted the registry already (multiple times), so that is not the issue.Desired Settlement: Take down/delete the page for this registry from the website. Again it is the baby registry for [redacted] and [redacted] for baby due 9/**/2014 at [redacted]. Also once you do I would appreciate being notified [redacted]

Business

Response:

Thank you for your note. This account was shared based on the Privacy Policy at the retailer. We have removed it from [redacted]. We are also notifying [redacted] on your behalf to ask them to remove the links as quickly as possible. They normally say this can take up to 28 days but we are pushing for it to be sooner.Please revisit with your retailer on any other companies they may have shared your information with based on their policies for third party providers.Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Awful customer service. No reply for 22 days since the order. 2 emails sent during the whole month. Then they said the items are not in stock. I checked their website , why are they still available ?

Review: When the company archived my information saved onto their site it was completely deleted. I have tried over the past year and a half to contact them through their site, customer service number, and [redacted]. Every time the issue was not addressed whatsoever, and the buck was passed with no kind of resolution offered for me. This company essentially has zero customer support, and consumers need to be aware that if they make a purchase or have an issue, there will be no help to be found.Desired Settlement: I'd like to know what happened to my information, and if they information was indeed deleted, an employee to admit this to me, and resolve the issue for future consumers. I should hope that my information can be recovered, as promised.

Business

Response:

Thank you for reaching out. Based on our last email, we were waiting for additional information from you as we could not find your account with the information you provided, or with your name.I have attached a screen shot of that last email. Please let us know the full name on the account and the email address you used for your account. Also, if you have the original URL that you had set up for your site this will be helpful.Talk soon.

Review: I cancelled my account March [redacted] 2015. They withdrew an unauthorized amount of $60. dollars and it caused 4 overdraft fees of $37. each. I have called and emailed your customer service and my rep [redacted]. I have not be refunded for the fees or my $60.00. My rep is not concerned and has procrastinated like I can afford to pay overdfart fees. I email my hand written cancellation letter March [redacted], 2015.Desired Settlement: refund for the unathorized $60. and to be paid for the 4 overdraft fees. that are $37.ea.

Business

Response:

I wanted to make sure we have not received more information from this client yet. I don't want to miss replying once we are able to locate her account truly. Thanks again, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,