On 5.24.16, Mr*** reached out to us and spoke with one of my Customer Care AgentsA copy of their correspondence is attached and the text is listed below from the most recent email that was sent to Mr*** and goes back to his first email to us on 5.24.16:*** *** Thursday
10:am***, You had two credits that had expired last year, one in November and one in December Best, *** *** *** Thursday 10:amHow many credits have I had which expired?-- *** *** *** May 08:amHey ***, I took a look into your account, and it looks like $of those credits you had were used on an order you placed back on August 15th, on order # You also had two other $credits that expired back in November and December of 2015, leaving two active credits left on your account at this point, amounting to that $ Those credits will expire on July 6th and August 20th respectively, and you should receive emails notifying you when those credits are close to expiring.Thanks for reaching out to us, and please let us know if you have any other questions or concerns.Best, *** *** *** May 03:pm*** or ***• *** *** *** May 02:pmHey ***, We can definitely look into your account, but we would need the email address that you used to sign in with GovX I tried looking up this email that you contacted us from, however it didn't match any accounts in our system Please provide the email that you signed up with, and we'd be happy to look into your account.Best, *** *** *** May 12:amI was about to order the *** Mach backpack but I thought I had much more credits than only the $credit it was showing mePlease check my referrals and let me knowI thought I had like twice that much in credit because I've referred quite a few people..---Outside of the above most recent emails that were exchanged with him, we also have credit reminder and expiration emails that are sent to our membersI can confirm that four of these emails were sent to himA screenshot of the email where the VP of Digital Media confirms these emails were sent via our transactional marketing system is attached and the contents of that email are listed below: OKHere is what I have found. He unsubscribed on 9/4/at 10aBecause the email is set to transactional, it will go even to unsubscribed emailsIt went to him times: 11/26/5:***12/27/5:***11/20/5:***12/21/5:***I confirmed that they were all delivered and none bounced. Thanks!*** ***Vice President of Digital Media & Analytics---We value Mr***’s membership so we have decided to add the aforementioned GovX credits that total $back to his accountAll of our credits do contain an expiration date so this credit will expire on If there are any other questions, please do not hesitate to contact me directly. Best, *** ***Customer Care Manager
***
***
I placed an order from GovX on November 13th I received the wrong item that I ordered Had to wait a few days to get authorization to return the productI had to take a picture and prove to them why it was wrongOnce I got authorization I returned the item and was told that my correct order will be shipped I waited a few weeks (because of the holidays my agent was gone and no one else could help me) and had to contact GovX to see what was going againThey then told me that my order was not going to be shipped to me for some reason that they couldn't explain Meanwhile the money was taken out of my account from day one On top of all this they said I wouldn't be refunded for about three days Now it's Dec 19, more than a month laterI should have saved my dollars and bought this product locally! lesson learned.....They told me it was their venders faultcareful who you do business withGovX put $in my account for my troublesthx
The customer placed an order using a one time use $coupon that was then returned to senderUpon being rec'd by the brand, instead of fulfilling my request to have it shipped to a new address, the brand processed his order as a returnI wasn't able to get a hold of the customer over the phone
to explain this so I sent him an email stating as much and notifying him that if he had any questions that he could contact me directlyThen he called me and inquired about being able to reuse the coupon that he originally used in the orderI explained that per our policy we aren't able to reissue coupons that have been used but that as a courtesy to him that I can provide him with a credit of half of the coupon value ($10) to use on our site on his next purchaseHe then hung up on mePer his request in his complaint to the Revdex.com, I have asked the brand to double his order and reship it to his new address on our dimeI have notified the customer that I am working of fulfilling his resolution via emailPresently, I am only waiting for a tracking number confirmation to send to the customer to confirm his Revdex.com request is being taken care of. The entire email chain of my conversation with the customer is attached in addition to my request to get his order reshipped.Please advise as to whether or not more information is required.
*** ***
***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Absolutely a great on-line shopping sourceThe most inexpensive option for soldiers, cops and firefightersEverything is about 20% off I have made purchases from themBoth times I received a hand written letter of thanks for my serviceIn an age where the personal touch has all but been removed from any aspect of shoppingIt was a nice touchI will check with them every time I need somethingI hope they expand into more things
Hi ***, I'm so sorry that you had an unsatisfactory experience with our partner siteI'd like to explain a little bit more on how our site works in junction with our partner sitesUnless you have checked out using the GovX checkout, we have no visibility on what was ordered and no
control over the transactionWhich is why when you checkout using one of our partner sites and you encounter an order issue and you reach out to us, we have to redirect to the site where you processed your purchaseI'd like to reassure you that this is not done to "pass the buck" but instead to get you into the right hands to solve your order issueThis is why our customer care team provided you with you the Member Deals contact numberWith that being said, if for any reason you aren't able to receive the help you need, our members are always encouraged to let us know so that we can escalate the issue through the appropriate channels internally to our contacts at said partner siteWhich brings me to the status of your issueI can see from the ticket you have referenced that a member of our customer care team is working on the issue and as of Friday he has reached out to someone at Member Deals for assistanceHe should be receiving a follow up from them in the next 2-business daysI do apologize that you were not notified that your issue is being worked on and I will definitely follow up with the agent on this matter Again, I apologize for the inconvenience you've experienced and if you have any other questions, please feel free to let me know. Take care, If you have any other questions, please feel free to let me know. Take care! *** ***GovX Customer Care Team Manager www.GovX.comTowne Centre Drive, Suite 210San Diego, CA 92122Toll Free Number: 888.468.5511Local: 858.224.7800Toll Free Fax: 888.468.4559Local Fax: 858.224.7898 Hours of operation: M-F 6a-6p PST & Sat9a-5p PST
I was researching a bike on GOVX.COM and I finally decided to make the purchaseI did notice that the price changed overnight by $and contacted CS but she wouldn't honor the original priceI did order but hours later I found the same bike for $300+ cheaper near PhiliI called to cancel at GOVX.COM and was told it would be cancelledI continued to see charge on my card and started to contact CS Manager and was told that the bike was being shipped to me and in routeAfter many emails and finding that FEDEX had returned the item without delivery attempt to me I contacted the again and was told they would refund my cardweeks went by and still no refundI sent all emails and tracking to *** Bank and put into disputeIt has now been a month and I've not seen a refund on a bike that I have proof of delivery back to GOVX.COM and still no refund!!!!!!! This company is holding my money for ransomDon't do business with these people cause in my opinion they are dishonest!!!!!!!!
To whom it may concern: I spoke with this customer on about this as he posted the following on our Revdex.com review page on the previous day: "Do not order from this company, they take your $$$ but won't provide the product." Review
By: *** *** (***) - Zip Code: ***Submitted: 08/12/--- Prior to calling this customer, I reviewed this order with ***, the customer care agent that was originally addressing the order issue, and the communications that *** had between him and the customer*** sent the below email to the customer's email address that was listed in the order and on the accoutn at *** on the below dates: Email 1, Monday 08/Hello, My name is *** and I’m the Customer Care agent who works directly with *** here at GovXThey’ve been having some processing issues at their warehouse recently, and the tracking information for orders has not been getting sent out once the order has shipped, which has made it hard for us to ensure that all orders have shipped out and made it to their destinationWe are working with them to get this error fixed, and I apologize for any delay that you have already experienced with the orderPlease let me know whether or not you already have received the item that you ordered from ***, and this will help us to double check that all orders have been accounted for and receivedThank you so much for your patience, and please let me know if you have additional questions or concerns regarding the order-- Best, *** ***
Email 2, Tuesday 08/ Hello, I just wanted to update you and let you know that we are still working with *** to get your order shipped out as soon as we possibly canBoth the account manager and the CFO of our company are working with me to get them shipping out orders as soon as possible, and I’m so sorry for the delay with your order so farI don’t have an exact ETA on when we can get you your order yet, but as soon as I have an update for you I’ll let you know immediatelyI’ve already added a credit to your account that you can use on your next order, and please feel free to let me know if you have any other questions or concerns in the meantime-- Best, *** *** Email 3, Thursday 08/Hey ***, First, let me apologize again for the delay in getting you updated and informed on the status of your order*** has been making some large scale changes and improvements internally in their warehouse, and this made it difficult for them to get us, and therefore you, caught up to speed on what the status of your order wasIn moving forward with these internal changes, *** informed us that they are making some improvements to their weighted compression technology, in order to make the technology waterproof, as well as to improve the performance and durabilityAs a result, they informed us yesterday that they no longer have the older Vests to send out, and the new technology is still being finalized and will not be available for another or so weeksUnfortunately, this means that we will have to cancel the entire order that you placed with us at GovX, because we don’t feel comfortable holding your payment without providing you your product for that extended amount of time, and *** is unable to ship at this timeYou have the option of receiving a refund to your original form of payment or you can receive a GovX credit for the amount of the refundPlease let me know which option you would prefer, and if I do not hear back from you by Tuesday, August 16th we will be automatically refunding you to your form of paymentWe will also be adding another $credit to your GovX account for the inconvenienceYou can be notified immediately when the new Weighted Vest Technology is available on GovX by following the link below, and selecting the “Notify Me When Available” option of the product page of the product that you are interested in*** Again, I’m so sorry for not only the delay, but the inconvenience of the entire process with this orderIt’s always our intention to keep you well informed on the status of your order once it’s been placed with the vendor, especially when the order has been taking longer to processIn this case and under the circumstances with ***, we weren’t able to do that effectively and there’s no excuse for that, which is something we will work to improve on going forwardIf you have any questions or concerns about what occurred, or what we are doing moving forward, please do not hesitate to reach out to me-- Best, *** *** ------------------------------------------------------------------------------ I then called the customer *** to address his Revdex.com review and to address the above emailsThe above communications had been sent to ***'s son, the person on the order and his son said that he never rec'd the above emailsI asked *** to ask his son if the emails were sent to his son's spam or trash folders and I confirmed that we did email the email address on file and offered to send him proof via screen shots of this and he said no to that and said he'd ask his son to check his spam and trash foldersThe customer then notified me that he rec'd internal information about our issues with *** per the ticket merge for #*** into #*** did this without realizing that the info from ticket #*** would be public to the customerI did discuss this with her as she was not aware that this was information the customer could seeI will also be sending a notice to the entire team on my side so that they take extra caution when merging ticketsI apologized for the issue with *** and acknowledged that we messed up in our ticket merging as he definitely should not have seen our internal correspondence with ***I agreed with him that our internal issues are not his problem and again apologized for the mistake on our sideHe then mentioned that it took him posting something on our Revdex.com review page to get my attention and I acknowledged this and also addressed that from our side he had been communicated with per the email address on fileHe then said that he doesn't blame us for the *** issue only for the email issueI told him that is completely understandableHe alluded to wanting to wait for the item to ship and I said *** did give us an ETA of weeks but that we still can't hold the order due to internal accounting policies not allowing us to hold funds without a firm ship dateI confirmed with him that he wanted to be refunded to the original method of payment and that I would be replying back to his Revdex.com reviewI also told him that should he want to purchase in the future and if he has questions he can always contact me directlyHere is my reply to the Revdex.com review that is still pending with the Revdex.comScreen shot attached as well: Hi Mr***, First, I would like to thank you for your time and for allowing me to discuss your order issue with you over the phoneAgain, I am very sorry for both the lack of communication and the miscommunication surrounding your orderI take full responsibility for these mistakes and I will do my best to ensure they are not repeated on my side in the futureI want to reiterate that we would never take money for an order and not ship the productAs I explained over the phone, the reason that we had to cancel your order is due to the fact that we are unable to secure a solid ship date from the brand and this is why we are unable to hold your fundsA full refund will be processed back to your original method of payment by COB todayThe issues that we are experiencing with the brand that you ordered from are still being worked through and we are confident that we will be able to provide you and the rest of members with their new and improved products in the futureIf you have questions about GovX in the future, feel free to contact me directly at *** or at *** and I will be happy to further assist youThank you for your time and take care! ---
On at approximately 4:15p, PST, his *** portion of his order was refunded for the amount of $which is what he paid for the item in questionMr*** paid $(including shipping: $7.95) for his entire order which included an item from a different order that he did rec’d so that portion of his order was not refundedSee attached screenshots (Certain things have been crossed out as they are proprietary information to GovX.) If there are any further questions in regards to this issue that was taken care of on 8.12.16, feel free to let me know-- Best, *** *** Customer Care Manager, GovX GovX, Inc*** ***
Purchased item on 9/3/Notified business of issues with product still under warranty on 10/12/and have gotten no resolution thus farI have e-males back and forth about times and gotten no whereI called on 10/8/and was told I had to speak with “***” and that she was the only one who processes claimsI told rep that answer was not sufficient and I no longer want a replacement, but a refund I called today, over week later, 11/17/17, and was yet again told that only “***” can handle the issue I don’t know what kind of a business this really is, but they are not in the business of taking care of their customersI strongly recommend avoiding this business, and buy direct from dealer to avoid these headaches
I order *** Weighted Compression Shirt over weeks ago,(July 30th-order number #471187) money was deducted from my bank account, yet no product it reason as to why I haven't received itEmails request have been unanswered, phone calls have resulted in no answers beside "you should get something soon"
I then get email from *** *** with no information and a email chain between personal in the company discussing the issues they are having with orders
I want my product or full refund!
Hi [redacted], Since your purchase was placed outside of our shopping cart, we don't have your funds and therefore cannot process a refund. As I mentioned before, one of my agents is working on your resolution with Member Deals since they collected payment at the point of purchase. He is aware that you'd prefer a refund over the actual item that you purchased and you can expect to hear back from him in the next few business days. Thank you for your patience as we continue to work towards your desired resolution and take care. [redacted]
I purchased a TRX set from Gov X on November 20th of 2014. About a week later I received the TRX set. After opening the box I decided that I would not be using the set so I requested a return. They sent me a return number and I sent it back later that month. It has been over a month and a half yet I still do not have my return processed. They told me that TRX contacted them and have not received my return as of 01/13/14. Now I am down $199.95. I should have just bought the TRX from TRX itself. Gov X offers a good discount but fails miserably when it comes to customer service. I will never use them again.
I have had two sales experiences with GovX
- and because if these experiences I have recommended them to all of my coworkers in law enforcement and military.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
[redacted] service. No one can help me track my order. I spent $178.60 and I'm still waiting (after my estimated delivery time)... I'm extremely disappointed, I have NEVER waited past an estimated delivery date.
This was a horrible experience. Had to return an item and it took over a month to receive a refund. Had to call every week to check the status and I was told the same thing every time, our customer care representative is looking into it. Once I received the refund email, it was different than the original price because I used a promo code govx sent me. Apparently they don't give a full refund because I used the promo code. Instead of applying it to my other purchases they take a percent of the item returned then refund you a reduced amount. Will not order anything from them again.
Within the help center of our website, we do state that if you’re not satisfied with your GovX purchase, you can return an item within 30 days of the date you received it for a full refund, minus any shipping costs. I have also attached a screen shot of where this is listed on our site. Here is a...
link to that portion of our site as well: [redacted] As a one time courtesy to Mr. [redacted], we have refunded the shipping charge. If there are any questions in regards to this, please don't hesitate to ask. Thank you, [redacted]Customer Care Manager[redacted]
To whom it may concern: I spoke with this customer on 8.12.16 about this as he posted the following on our Revdex.com review page on the previous day: "Do not order from this company, they take your $$$ but won't provide the product." Review By: [redacted] ([redacted]) - Zip Code:...
[redacted]Submitted: 08/12/2016 --- Prior to calling this customer, I reviewed this order with [redacted], the customer care agent that was originally addressing the order issue, and the communications that [redacted] had between him and the customer. [redacted] sent the below email to the customer's email address that was listed in the order and on the accoutn at [redacted] on the below dates: Email 1, Monday 08/08 Hello, My name is [redacted] and I’m the Customer Care agent who works directly with [redacted] here at GovX. They’ve been having some processing issues at their warehouse recently, and the tracking information for orders has not been getting sent out once the order has shipped, which has made it hard for us to ensure that all orders have shipped out and made it to their destination. We are working with them to get this error fixed, and I apologize for any delay that you have already experienced with the order. Please let me know whether or not you already have received the item that you ordered from [redacted], and this will help us to double check that all orders have been accounted for and received. Thank you so much for your patience, and please let me know if you have additional questions or concerns regarding the order. -- Best, [redacted] Email 2, Tuesday 08/09 Hello, I just wanted to update you and let you know that we are still working with [redacted] to get your order shipped out as soon as we possibly can. Both the account manager and the CFO of our company are working with me to get them shipping out orders as soon as possible, and I’m so sorry for the delay with your order so far. I don’t have an exact ETA on when we can get you your order yet, but as soon as I have an update for you I’ll let you know immediately. I’ve already added a credit to your account that you can use on your next order, and please feel free to let me know if you have any other questions or concerns in the meantime. -- Best, [redacted] Email 3, Thursday 08/11 Hey [redacted], First, let me apologize again for the delay in getting you updated and informed on the status of your order. [redacted] has been making some large scale changes and improvements internally in their warehouse, and this made it difficult for them to get us, and therefore you, caught up to speed on what the status of your order was. In moving forward with these internal changes, [redacted] informed us that they are making some improvements to their weighted compression technology, in order to make the technology waterproof, as well as to improve the performance and durability. As a result, they informed us yesterday that they no longer have the older Vests to send out, and the new technology is still being finalized and will not be available for another 3 or so weeks. Unfortunately, this means that we will have to cancel the entire order that you placed with us at GovX, because we don’t feel comfortable holding your payment without providing you your product for that extended amount of time, and [redacted] is unable to ship at this time. You have the option of receiving a refund to your original form of payment or you can receive a GovX credit for the amount of the refund. Please let me know which option you would prefer, and if I do not hear back from you by Tuesday, August 16th we will be automatically refunding you to your form of payment. We will also be adding another $10 credit to your GovX account for the inconvenience. You can be notified immediately when the new Weighted Vest Technology is available on GovX by following the link below, and selecting the “Notify Me When Available” option of the product page of the product that you are interested in. [redacted] Again, I’m so sorry for not only the delay, but the inconvenience of the entire process with this order. It’s always our intention to keep you well informed on the status of your order once it’s been placed with the vendor, especially when the order has been taking longer to process. In this case and under the circumstances with [redacted], we weren’t able to do that effectively and there’s no excuse for that, which is something we will work to improve on going forward. If you have any questions or concerns about what occurred, or what we are doing moving forward, please do not hesitate to reach out to me. -- Best, [redacted] ------------------------------------------------------------------------------ I then called the customer [redacted] to address his Revdex.com review and to address the above emails. The above communications had been sent to [redacted]'s son, the person on the order and his son said that he never rec'd the above emails. I asked [redacted] to ask his son if the emails were sent to his son's spam or trash folders and I confirmed that we did email the email address on file and offered to send him proof via screen shots of this and he said no to that and said he'd ask his son to check his spam and trash folders. The customer then notified me that he rec'd internal information about our issues with [redacted] per the ticket merge for #[redacted] into #[redacted]. [redacted] did this without realizing that the info from ticket #[redacted] would be public to the customer. I did discuss this with her as she was not aware that this was information the customer could see. I will also be sending a notice to the entire team on my side so that they take extra caution when merging tickets. I apologized for the issue with [redacted] and acknowledged that we messed up in our ticket merging as he definitely should not have seen our internal correspondence with [redacted]. I agreed with him that our internal issues are not his problem and again apologized for the mistake on our side. He then mentioned that it took him posting something on our Revdex.com review page to get my attention and I acknowledged this and also addressed that from our side he had been communicated with per the email address on file. He then said that he doesn't blame us for the [redacted] issue only for the email issue. I told him that is completely understandable. He alluded to wanting to wait for the item to ship and I said [redacted] did give us an ETA of 3 weeks but that we still can't hold the order due to internal accounting policies not allowing us to hold funds without a firm ship date. I confirmed with him that he wanted to be refunded to the original method of payment and that I would be replying back to his Revdex.com review. I also told him that should he want to purchase in the future and if he has questions he can always contact me directly. Here is my reply to the Revdex.com review that is still pending with the Revdex.com. Screen shot attached as well: Hi Mr. [redacted], First, I would like to thank you for your time and for allowing me to discuss your order issue with you over the phone. Again, I am very sorry for both the lack of communication and the miscommunication surrounding your order. I take full responsibility for these mistakes and I will do my best to ensure they are not repeated on my side in the future. I want to reiterate that we would never take money for an order and not ship the product. As I explained over the phone, the reason that we had to cancel your order is due to the fact that we are unable to secure a solid ship date from the brand and this is why we are unable to hold your funds. A full refund will be processed back to your original method of payment by COB today. The issues that we are experiencing with the brand that you ordered from are still being worked through and we are confident that we will be able to provide you and the rest of members with their new and improved products in the future. If you have questions about GovX in the future, feel free to contact me directly at [redacted] or at [redacted] and I will be happy to further assist you. Thank you for your time and take care! ---On 8.12.16 at approximately 4:15p, PST, his [redacted] portion of his order was refunded for the amount of $199.99 which is what he paid for the item in question. Mr. [redacted] paid $225.89 (including shipping: $7.95) for his entire order which included an item from a different order that he did rec’d so that portion of his order was not refunded. See attached screenshots (Certain things have been crossed out as they are proprietary information to GovX.) If there are any further questions in regards to this issue that was taken care of on 8.12.16, feel free to let me know. -- Best, [redacted] Customer Care Manager, GovX GovX, Inc. [redacted]
On 5.24.16, Mr*** reached out to us and spoke with one of my Customer Care AgentsA copy of their correspondence is attached and the text is listed below from the most recent email that was sent to Mr*** and goes back to his first email to us on 5.24.16:*** *** Thursday
10:am***, You had two credits that had expired last year, one in November and one in December Best, *** *** *** Thursday 10:amHow many credits have I had which expired?-- *** *** *** May 08:amHey ***, I took a look into your account, and it looks like $of those credits you had were used on an order you placed back on August 15th, on order # You also had two other $credits that expired back in November and December of 2015, leaving two active credits left on your account at this point, amounting to that $ Those credits will expire on July 6th and August 20th respectively, and you should receive emails notifying you when those credits are close to expiring.Thanks for reaching out to us, and please let us know if you have any other questions or concerns.Best, *** *** *** May 03:pm*** or ***• *** *** *** May 02:pmHey ***, We can definitely look into your account, but we would need the email address that you used to sign in with GovX I tried looking up this email that you contacted us from, however it didn't match any accounts in our system Please provide the email that you signed up with, and we'd be happy to look into your account.Best, *** *** *** May 12:amI was about to order the *** Mach backpack but I thought I had much more credits than only the $credit it was showing mePlease check my referrals and let me knowI thought I had like twice that much in credit because I've referred quite a few people..---Outside of the above most recent emails that were exchanged with him, we also have credit reminder and expiration emails that are sent to our membersI can confirm that four of these emails were sent to himA screenshot of the email where the VP of Digital Media confirms these emails were sent via our transactional marketing system is attached and the contents of that email are listed below: OKHere is what I have found. He unsubscribed on 9/4/at 10aBecause the email is set to transactional, it will go even to unsubscribed emailsIt went to him times: 11/26/5:***12/27/5:***11/20/5:***12/21/5:***I confirmed that they were all delivered and none bounced. Thanks!*** ***Vice President of Digital Media & Analytics---We value Mr***’s membership so we have decided to add the aforementioned GovX credits that total $back to his accountAll of our credits do contain an expiration date so this credit will expire on If there are any other questions, please do not hesitate to contact me directly. Best, *** ***Customer Care Manager
***
***
I placed an order from GovX on November 13th I received the wrong item that I ordered Had to wait a few days to get authorization to return the productI had to take a picture and prove to them why it was wrongOnce I got authorization I returned the item and was told that my correct order will be shipped I waited a few weeks (because of the holidays my agent was gone and no one else could help me) and had to contact GovX to see what was going againThey then told me that my order was not going to be shipped to me for some reason that they couldn't explain Meanwhile the money was taken out of my account from day one On top of all this they said I wouldn't be refunded for about three days Now it's Dec 19, more than a month laterI should have saved my dollars and bought this product locally! lesson learned.....They told me it was their venders faultcareful who you do business withGovX put $in my account for my troublesthx
The customer placed an order using a one time use $coupon that was then returned to senderUpon being rec'd by the brand, instead of fulfilling my request to have it shipped to a new address, the brand processed his order as a returnI wasn't able to get a hold of the customer over the phone
to explain this so I sent him an email stating as much and notifying him that if he had any questions that he could contact me directlyThen he called me and inquired about being able to reuse the coupon that he originally used in the orderI explained that per our policy we aren't able to reissue coupons that have been used but that as a courtesy to him that I can provide him with a credit of half of the coupon value ($10) to use on our site on his next purchaseHe then hung up on mePer his request in his complaint to the Revdex.com, I have asked the brand to double his order and reship it to his new address on our dimeI have notified the customer that I am working of fulfilling his resolution via emailPresently, I am only waiting for a tracking number confirmation to send to the customer to confirm his Revdex.com request is being taken care of. The entire email chain of my conversation with the customer is attached in addition to my request to get his order reshipped.Please advise as to whether or not more information is required.
*** ***
***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Absolutely a great on-line shopping sourceThe most inexpensive option for soldiers, cops and firefightersEverything is about 20% off I have made purchases from themBoth times I received a hand written letter of thanks for my serviceIn an age where the personal touch has all but been removed from any aspect of shoppingIt was a nice touchI will check with them every time I need somethingI hope they expand into more things
I am writing to inform the Revdex.com that my consumer complaint with GovX (complaint ***) has been resolvedThank you,*** ** ***
Hi ***, I'm so sorry that you had an unsatisfactory experience with our partner siteI'd like to explain a little bit more on how our site works in junction with our partner sitesUnless you have checked out using the GovX checkout, we have no visibility on what was ordered and no
control over the transactionWhich is why when you checkout using one of our partner sites and you encounter an order issue and you reach out to us, we have to redirect to the site where you processed your purchaseI'd like to reassure you that this is not done to "pass the buck" but instead to get you into the right hands to solve your order issueThis is why our customer care team provided you with you the Member Deals contact numberWith that being said, if for any reason you aren't able to receive the help you need, our members are always encouraged to let us know so that we can escalate the issue through the appropriate channels internally to our contacts at said partner siteWhich brings me to the status of your issueI can see from the ticket you have referenced that a member of our customer care team is working on the issue and as of Friday he has reached out to someone at Member Deals for assistanceHe should be receiving a follow up from them in the next 2-business daysI do apologize that you were not notified that your issue is being worked on and I will definitely follow up with the agent on this matter Again, I apologize for the inconvenience you've experienced and if you have any other questions, please feel free to let me know. Take care, If you have any other questions, please feel free to let me know. Take care! *** ***GovX Customer Care Team Manager www.GovX.comTowne Centre Drive, Suite 210San Diego, CA 92122Toll Free Number: 888.468.5511Local: 858.224.7800Toll Free Fax: 888.468.4559Local Fax: 858.224.7898 Hours of operation: M-F 6a-6p PST & Sat9a-5p PST
I was researching a bike on GOVX.COM and I finally decided to make the purchaseI did notice that the price changed overnight by $and contacted CS but she wouldn't honor the original priceI did order but hours later I found the same bike for $300+ cheaper near PhiliI called to cancel at GOVX.COM and was told it would be cancelledI continued to see charge on my card and started to contact CS Manager and was told that the bike was being shipped to me and in routeAfter many emails and finding that FEDEX had returned the item without delivery attempt to me I contacted the again and was told they would refund my cardweeks went by and still no refundI sent all emails and tracking to *** Bank and put into disputeIt has now been a month and I've not seen a refund on a bike that I have proof of delivery back to GOVX.COM and still no refund!!!!!!! This company is holding my money for ransomDon't do business with these people cause in my opinion they are dishonest!!!!!!!!
To whom it may concern: I spoke with this customer on about this as he posted the following on our Revdex.com review page on the previous day: "Do not order from this company, they take your $$$ but won't provide the product." Review
By: *** *** (***) - Zip Code: ***Submitted: 08/12/--- Prior to calling this customer, I reviewed this order with ***, the customer care agent that was originally addressing the order issue, and the communications that *** had between him and the customer*** sent the below email to the customer's email address that was listed in the order and on the accoutn at *** on the below dates: Email 1, Monday 08/Hello, My name is *** and I’m the Customer Care agent who works directly with *** here at GovXThey’ve been having some processing issues at their warehouse recently, and the tracking information for orders has not been getting sent out once the order has shipped, which has made it hard for us to ensure that all orders have shipped out and made it to their destinationWe are working with them to get this error fixed, and I apologize for any delay that you have already experienced with the orderPlease let me know whether or not you already have received the item that you ordered from ***, and this will help us to double check that all orders have been accounted for and receivedThank you so much for your patience, and please let me know if you have additional questions or concerns regarding the order-- Best, *** ***
Email 2, Tuesday 08/ Hello, I just wanted to update you and let you know that we are still working with *** to get your order shipped out as soon as we possibly canBoth the account manager and the CFO of our company are working with me to get them shipping out orders as soon as possible, and I’m so sorry for the delay with your order so farI don’t have an exact ETA on when we can get you your order yet, but as soon as I have an update for you I’ll let you know immediatelyI’ve already added a credit to your account that you can use on your next order, and please feel free to let me know if you have any other questions or concerns in the meantime-- Best, *** *** Email 3, Thursday 08/Hey ***, First, let me apologize again for the delay in getting you updated and informed on the status of your order*** has been making some large scale changes and improvements internally in their warehouse, and this made it difficult for them to get us, and therefore you, caught up to speed on what the status of your order wasIn moving forward with these internal changes, *** informed us that they are making some improvements to their weighted compression technology, in order to make the technology waterproof, as well as to improve the performance and durabilityAs a result, they informed us yesterday that they no longer have the older Vests to send out, and the new technology is still being finalized and will not be available for another or so weeksUnfortunately, this means that we will have to cancel the entire order that you placed with us at GovX, because we don’t feel comfortable holding your payment without providing you your product for that extended amount of time, and *** is unable to ship at this timeYou have the option of receiving a refund to your original form of payment or you can receive a GovX credit for the amount of the refundPlease let me know which option you would prefer, and if I do not hear back from you by Tuesday, August 16th we will be automatically refunding you to your form of paymentWe will also be adding another $credit to your GovX account for the inconvenienceYou can be notified immediately when the new Weighted Vest Technology is available on GovX by following the link below, and selecting the “Notify Me When Available” option of the product page of the product that you are interested in*** Again, I’m so sorry for not only the delay, but the inconvenience of the entire process with this orderIt’s always our intention to keep you well informed on the status of your order once it’s been placed with the vendor, especially when the order has been taking longer to processIn this case and under the circumstances with ***, we weren’t able to do that effectively and there’s no excuse for that, which is something we will work to improve on going forwardIf you have any questions or concerns about what occurred, or what we are doing moving forward, please do not hesitate to reach out to me-- Best, *** *** ------------------------------------------------------------------------------ I then called the customer *** to address his Revdex.com review and to address the above emailsThe above communications had been sent to ***'s son, the person on the order and his son said that he never rec'd the above emailsI asked *** to ask his son if the emails were sent to his son's spam or trash folders and I confirmed that we did email the email address on file and offered to send him proof via screen shots of this and he said no to that and said he'd ask his son to check his spam and trash foldersThe customer then notified me that he rec'd internal information about our issues with *** per the ticket merge for #*** into #*** did this without realizing that the info from ticket #*** would be public to the customerI did discuss this with her as she was not aware that this was information the customer could seeI will also be sending a notice to the entire team on my side so that they take extra caution when merging ticketsI apologized for the issue with *** and acknowledged that we messed up in our ticket merging as he definitely should not have seen our internal correspondence with ***I agreed with him that our internal issues are not his problem and again apologized for the mistake on our sideHe then mentioned that it took him posting something on our Revdex.com review page to get my attention and I acknowledged this and also addressed that from our side he had been communicated with per the email address on fileHe then said that he doesn't blame us for the *** issue only for the email issueI told him that is completely understandableHe alluded to wanting to wait for the item to ship and I said *** did give us an ETA of weeks but that we still can't hold the order due to internal accounting policies not allowing us to hold funds without a firm ship dateI confirmed with him that he wanted to be refunded to the original method of payment and that I would be replying back to his Revdex.com reviewI also told him that should he want to purchase in the future and if he has questions he can always contact me directlyHere is my reply to the Revdex.com review that is still pending with the Revdex.comScreen shot attached as well: Hi Mr***, First, I would like to thank you for your time and for allowing me to discuss your order issue with you over the phoneAgain, I am very sorry for both the lack of communication and the miscommunication surrounding your orderI take full responsibility for these mistakes and I will do my best to ensure they are not repeated on my side in the futureI want to reiterate that we would never take money for an order and not ship the productAs I explained over the phone, the reason that we had to cancel your order is due to the fact that we are unable to secure a solid ship date from the brand and this is why we are unable to hold your fundsA full refund will be processed back to your original method of payment by COB todayThe issues that we are experiencing with the brand that you ordered from are still being worked through and we are confident that we will be able to provide you and the rest of members with their new and improved products in the futureIf you have questions about GovX in the future, feel free to contact me directly at *** or at *** and I will be happy to further assist youThank you for your time and take care! ---
On at approximately 4:15p, PST, his *** portion of his order was refunded for the amount of $which is what he paid for the item in questionMr*** paid $(including shipping: $7.95) for his entire order which included an item from a different order that he did rec’d so that portion of his order was not refundedSee attached screenshots (Certain things have been crossed out as they are proprietary information to GovX.) If there are any further questions in regards to this issue that was taken care of on 8.12.16, feel free to let me know-- Best, *** *** Customer Care Manager, GovX GovX, Inc*** ***
Purchased item on 9/3/Notified business of issues with product still under warranty on 10/12/and have gotten no resolution thus farI have e-males back and forth about times and gotten no whereI called on 10/8/and was told I had to speak with “***” and that she was the only one who processes claimsI told rep that answer was not sufficient and I no longer want a replacement, but a refund I called today, over week later, 11/17/17, and was yet again told that only “***” can handle the issue I don’t know what kind of a business this really is, but they are not in the business of taking care of their customersI strongly recommend avoiding this business, and buy direct from dealer to avoid these headaches
I order *** Weighted Compression Shirt over weeks ago,(July 30th-order number #471187) money was deducted from my bank account, yet no product it reason as to why I haven't received itEmails request have been unanswered, phone calls have resulted in no answers beside "you should get something soon"
I then get email from *** *** with no information and a email chain between personal in the company discussing the issues they are having with orders
I want my product or full refund!
Hi [redacted], Since your purchase was placed outside of our shopping cart, we don't have your funds and therefore cannot process a refund. As I mentioned before, one of my agents is working on your resolution with Member Deals since they collected payment at the point of purchase. He is aware that you'd prefer a refund over the actual item that you purchased and you can expect to hear back from him in the next few business days. Thank you for your patience as we continue to work towards your desired resolution and take care. [redacted]
Good morning,I finally received my hydroflask so please close complaint [redacted] no thanks to GovX as they really did nothing to help.[redacted]
I purchased a TRX set from Gov X on November 20th of 2014. About a week later I received the TRX set. After opening the box I decided that I would not be using the set so I requested a return. They sent me a return number and I sent it back later that month. It has been over a month and a half yet I still do not have my return processed. They told me that TRX contacted them and have not received my return as of 01/13/14. Now I am down $199.95. I should have just bought the TRX from TRX itself. Gov X offers a good discount but fails miserably when it comes to customer service. I will never use them again.
I have had two sales experiences with GovX
- and because if these experiences I have recommended them to all of my coworkers in law enforcement and military.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
[redacted] service. No one can help me track my order. I spent $178.60 and I'm still waiting (after my estimated delivery time)... I'm extremely disappointed, I have NEVER waited past an estimated delivery date.
This was a horrible experience. Had to return an item and it took over a month to receive a refund. Had to call every week to check the status and I was told the same thing every time, our customer care representative is looking into it. Once I received the refund email, it was different than the original price because I used a promo code govx sent me. Apparently they don't give a full refund because I used the promo code. Instead of applying it to my other purchases they take a percent of the item returned then refund you a reduced amount. Will not order anything from them again.
Within the help center of our website, we do state that if you’re not satisfied with your GovX purchase, you can return an item within 30 days of the date you received it for a full refund, minus any shipping costs. I have also attached a screen shot of where this is listed on our site. Here is a...
link to that portion of our site as well: [redacted] As a one time courtesy to Mr. [redacted], we have refunded the shipping charge. If there are any questions in regards to this, please don't hesitate to ask. Thank you, [redacted]Customer Care Manager[redacted]
To whom it may concern: I spoke with this customer on 8.12.16 about this as he posted the following on our Revdex.com review page on the previous day: "Do not order from this company, they take your $$$ but won't provide the product." Review By: [redacted] ([redacted]) - Zip Code:...
[redacted]Submitted: 08/12/2016 --- Prior to calling this customer, I reviewed this order with [redacted], the customer care agent that was originally addressing the order issue, and the communications that [redacted] had between him and the customer. [redacted] sent the below email to the customer's email address that was listed in the order and on the accoutn at [redacted] on the below dates: Email 1, Monday 08/08 Hello, My name is [redacted] and I’m the Customer Care agent who works directly with [redacted] here at GovX. They’ve been having some processing issues at their warehouse recently, and the tracking information for orders has not been getting sent out once the order has shipped, which has made it hard for us to ensure that all orders have shipped out and made it to their destination. We are working with them to get this error fixed, and I apologize for any delay that you have already experienced with the order. Please let me know whether or not you already have received the item that you ordered from [redacted], and this will help us to double check that all orders have been accounted for and received. Thank you so much for your patience, and please let me know if you have additional questions or concerns regarding the order. -- Best, [redacted] Email 2, Tuesday 08/09 Hello, I just wanted to update you and let you know that we are still working with [redacted] to get your order shipped out as soon as we possibly can. Both the account manager and the CFO of our company are working with me to get them shipping out orders as soon as possible, and I’m so sorry for the delay with your order so far. I don’t have an exact ETA on when we can get you your order yet, but as soon as I have an update for you I’ll let you know immediately. I’ve already added a credit to your account that you can use on your next order, and please feel free to let me know if you have any other questions or concerns in the meantime. -- Best, [redacted] Email 3, Thursday 08/11 Hey [redacted], First, let me apologize again for the delay in getting you updated and informed on the status of your order. [redacted] has been making some large scale changes and improvements internally in their warehouse, and this made it difficult for them to get us, and therefore you, caught up to speed on what the status of your order was. In moving forward with these internal changes, [redacted] informed us that they are making some improvements to their weighted compression technology, in order to make the technology waterproof, as well as to improve the performance and durability. As a result, they informed us yesterday that they no longer have the older Vests to send out, and the new technology is still being finalized and will not be available for another 3 or so weeks. Unfortunately, this means that we will have to cancel the entire order that you placed with us at GovX, because we don’t feel comfortable holding your payment without providing you your product for that extended amount of time, and [redacted] is unable to ship at this time. You have the option of receiving a refund to your original form of payment or you can receive a GovX credit for the amount of the refund. Please let me know which option you would prefer, and if I do not hear back from you by Tuesday, August 16th we will be automatically refunding you to your form of payment. We will also be adding another $10 credit to your GovX account for the inconvenience. You can be notified immediately when the new Weighted Vest Technology is available on GovX by following the link below, and selecting the “Notify Me When Available” option of the product page of the product that you are interested in. [redacted] Again, I’m so sorry for not only the delay, but the inconvenience of the entire process with this order. It’s always our intention to keep you well informed on the status of your order once it’s been placed with the vendor, especially when the order has been taking longer to process. In this case and under the circumstances with [redacted], we weren’t able to do that effectively and there’s no excuse for that, which is something we will work to improve on going forward. If you have any questions or concerns about what occurred, or what we are doing moving forward, please do not hesitate to reach out to me. -- Best, [redacted] ------------------------------------------------------------------------------ I then called the customer [redacted] to address his Revdex.com review and to address the above emails. The above communications had been sent to [redacted]'s son, the person on the order and his son said that he never rec'd the above emails. I asked [redacted] to ask his son if the emails were sent to his son's spam or trash folders and I confirmed that we did email the email address on file and offered to send him proof via screen shots of this and he said no to that and said he'd ask his son to check his spam and trash folders. The customer then notified me that he rec'd internal information about our issues with [redacted] per the ticket merge for #[redacted] into #[redacted]. [redacted] did this without realizing that the info from ticket #[redacted] would be public to the customer. I did discuss this with her as she was not aware that this was information the customer could see. I will also be sending a notice to the entire team on my side so that they take extra caution when merging tickets. I apologized for the issue with [redacted] and acknowledged that we messed up in our ticket merging as he definitely should not have seen our internal correspondence with [redacted]. I agreed with him that our internal issues are not his problem and again apologized for the mistake on our side. He then mentioned that it took him posting something on our Revdex.com review page to get my attention and I acknowledged this and also addressed that from our side he had been communicated with per the email address on file. He then said that he doesn't blame us for the [redacted] issue only for the email issue. I told him that is completely understandable. He alluded to wanting to wait for the item to ship and I said [redacted] did give us an ETA of 3 weeks but that we still can't hold the order due to internal accounting policies not allowing us to hold funds without a firm ship date. I confirmed with him that he wanted to be refunded to the original method of payment and that I would be replying back to his Revdex.com review. I also told him that should he want to purchase in the future and if he has questions he can always contact me directly. Here is my reply to the Revdex.com review that is still pending with the Revdex.com. Screen shot attached as well: Hi Mr. [redacted], First, I would like to thank you for your time and for allowing me to discuss your order issue with you over the phone. Again, I am very sorry for both the lack of communication and the miscommunication surrounding your order. I take full responsibility for these mistakes and I will do my best to ensure they are not repeated on my side in the future. I want to reiterate that we would never take money for an order and not ship the product. As I explained over the phone, the reason that we had to cancel your order is due to the fact that we are unable to secure a solid ship date from the brand and this is why we are unable to hold your funds. A full refund will be processed back to your original method of payment by COB today. The issues that we are experiencing with the brand that you ordered from are still being worked through and we are confident that we will be able to provide you and the rest of members with their new and improved products in the future. If you have questions about GovX in the future, feel free to contact me directly at [redacted] or at [redacted] and I will be happy to further assist you. Thank you for your time and take care! ---On 8.12.16 at approximately 4:15p, PST, his [redacted] portion of his order was refunded for the amount of $199.99 which is what he paid for the item in question. Mr. [redacted] paid $225.89 (including shipping: $7.95) for his entire order which included an item from a different order that he did rec’d so that portion of his order was not refunded. See attached screenshots (Certain things have been crossed out as they are proprietary information to GovX.) If there are any further questions in regards to this issue that was taken care of on 8.12.16, feel free to let me know. -- Best, [redacted] Customer Care Manager, GovX GovX, Inc. [redacted]