Lifetouch

Initial Business Response / [redacted] (1000, 5, 2015/06/08) */ I would genuinely like to assist/and gladly take care of this personAlthough there is not enough information for me to assist themI only take care of schools in KansasBy the address given from the consumer, it shows their are in Atlanta GAI don't have access to those schools, only the ones in KansasYou will probably have to do more research on your part in send to this to the appropriate location/state Thanks for your time, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) My complaint is about an order placed thru Lifetouch's company website, http://photogifts.lifetouch.com/ Final Business Response / [redacted] (4000, 9, 2015/06/15) */ I have been informed by our customer service representative that the reason we did not deliver (or produce) Mr [redacted] 's original order was because one of the images was from over a year ago and access to it had expiredLifetouch has since been able to produce the image and all CDs have been processed and shipped to Mr [redacted] In fact, Mr [redacted] contacted our customer service department today to inform them that he has received his orderA full refund is also going to be processed for the inconvenience that was caused Mr [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/11/23) */ [redacted] sit is [redacted] She was photographed on 9/12/Her order shipped on 9/24/Her receipt does state no glass is included in the frames as well as stating to contact us within days for any issuesShe never contacted us at The customer just filed the Revdex.com complaintI have attempted to contact this customer and have left her a message with my direct number to call me backAlthough it has been more than the days if she would like to return her product for a refund we will certainly issue her a refundThis particular product has the trio portrait and the frame together as one price so to receive a refund she would need to return the entire productWe do not refund unless the product is returnedI left my direct number of [redacted] for Ms [redacted] to return my call so we can take care of this for her Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did contact you via "Contact Us" on your website within two weeks of receiving the portraits, but no one responded to meI waited as I know you probably get many contacts and then I decided to file a complaint through Revdex.com As you said, you attempted to contact me- once- today- probably minutes before answering this complaintI was at work and did not receive your message until 6pm this evening I do not want to return the photos as I like themWhat I want is for Lifetouch to protect my purchase with a piece of glassI have never heard of someone providing a frame and no glassThis should have been disclosed by your sales rep as I would have just purchased the photo and bought my own frame with glass I purchase many photos from Lifetouch each year through schools for my kids and churchI have never framed one beforeI will not be purchasing anything through Lifetouch again and will let everyone I know what has happened hereI am also very involved in my church and will speak to the people in charge about this matter You have not made this customer happy Final Business Response / [redacted] (4000, 9, 2015/12/10) */ I have been in contact with Mrs [redacted] again and the only solution in her mind continues to be for us to send her a piece of glass for her large portraitWe have never had glass on our portraits and do not promote the use of glass so I am unable to send her glassI am, however, to help solve her problem, refunding her the cost of her framed portrait at $back to her credit cardMrs [redacted] seems to be satisfied with this solution Diane [redacted] Final Consumer Response / [redacted] (2000, 11, 2015/12/16) */ (The consumer indicated he/she ACCEPTED the response from the business.)

July 2nd, To Whom It May Concern: In reply to the complaint received from [redacted] # [redacted] , the carrier has been informed to not deliver to this consumer The District Manager contacted the consumer and there was some confusion with the address/mailboxWe will verify that there are no more deliveries at this address

7-10- Dear Mr [redacted] Please accept this as confirmation that we are in receipt of your complaint to the Revdex.com regarding your service issuesWe sincerely apologize for the delay in resolving this problem, as well as the frustration this has caused youIt is our goal to provide our customers with prompt and efficient service, which we failed to doThe experience that you had is certainly not the way we intend to treat our subscribers When reviewing your account, it was noted that the original complaint had been entered incorrectlyThis set off a series of errors, which assisted in causing the delayTo ensure that you do not have to endure any additional dissatisfaction we contacted the Assistant Distribution Manager of your area, and alerted him of the problemsIt is our understanding from him, that he spoke with you and has made arrangements to come to your home tomorrow and assess what needs to be done We are confident that this matter can be solved quickly for you We appreciate your alerting us to this matterIt is this type of situation that gives us the opportunity to improve our services, and provide our subscribers the excellent service they deserve Should you need further assistance, or have any additional concerns, please feel free to contact me directly at [redacted] Thank you / [redacted] Style Definitions */

Please accept this as confirmation that we received the complaint from your office regarding [redacted] and his billing and collection issues(ID# [redacted] ) Mr [redacted] was upset that he had paid for his subscription to the Columbus Dispatch for six months, and was not credited for five weeks of the paymentHe contacted our Customer Service and was told that this was because of Premium Edition charges on his accountAfter reviewing Mr [redacted] s account it was evident that the premium edition charges had changed his expiration dateThe Columbus Dispatch publishes several premium editions throughout the yearThese issues contain exclusive and valuable information that cannot be found anywhere elseAll print subscribers receive these editions for just an additional charge up to $for each premium edition published and delivered during the subscription termMr [redacted] was not charged $for any of these editionsThis charge accelerates the expiration date of the term when a premium edition is publishedFull details on premium editions are on subscriber invoices and on our website dispatch.com/termsofsaleWe understand the frustration Mr [redacted] experienced as his expiration date changed from what he expectedTo resolve the issue, we have credited back the costs he was charged for the premium editions and excluded him from any further charges for theseAt this time he will still receive these editions, but again, there will be no charges for these on his accountI reached out to Mr [redacted] and spoke with his wifeI explained the resolution, and she was agreeable to thisAn additional credit was applied for a missed delivery and the account is now paid through 10-28-I left my direct number should she or her husband need any further information We hope this resolution is satisfactory to all, and if you should have any further concerns, please feel free to contact meThank you

[redacted] September 2, 2017Revdex.com of Central OhioDublin Rd,Columbus, OH 43215-1005RE: Revdex.com Complaint # [redacted] * Gatehouse Media Ohio Holdings II, IncSubject: NEWSPAPER REFUSES TO HONOR ITS COMMITMENT TO DELIVER ATTHE PROMOTIONAL PRICE AGREED UPON - THEN APOLOGIZES, BUTBILLS WHAT IS NOT OWED.Written communications to date with the Columbus Dispatch and the Revdex.com are attachedAsstated in your letter to me of Aug16, 2017, Debbie of Columbus Dispatch marketing, 614-883-4931, called me and left a message on my answering machine apologizing for the misunderstanding.She offered me another subscriptionI called her and left a message that I was no longer interestedin receiving the DispatchI did not hear back from her and believed our business to be concludedwith an amicable separation,Today, I received a bill from the Dispatch in the amount of $Apparently there is noagreement or apology intended by the Dispatch.or perhaps there is a lack of communication withinthe companyAs shown on my attached letter to the Dispatch, July 18, 2017, the Dispatch actuallyowes me five dollars ($5.00)Apparently I need that from the Dispatch to ensure that there is awritten demonstration that the accounting is properly performedI need an official statement inwriting from the Dispatch signed by an executive of the newspaper stating that our account is settledwith the check for $5.00.The help of the Revdex.com to protect consumers like myself from predatorybusiness practices is very necessary and much appreciated[redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I spoke with Joe and he was excellent to speak toHe went beyond my expectations

Initial Business Response / [redacted] (1000, 7, 2015/11/30) */ This issue [redacted] has listed above has already been resolvedShe attempted to contact us at our toll free customer service number during an extremely busy day and did not wait for the call to be answered due to the wait time She did reach us, however on Monday the 23rd.The photographer had cancelled the order as far as the products but the refund had not yet been enteredWe did enter her credit to her credit card in full on 11/A copy of the credit slip was sent to her email address of saldrich@usdI have emailed the customer an apology letter and asked her to confirm that she did receive a copy of the credit slipI also provided her my direct contact information should she have any further issues Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/12/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company did send a slip via email that indicated there should have been a credit to my credit cardI did reply that it was received and that the credit card company would need a copy of that document in the form of a pdfI have not received an apology by email (I did send a copy of the email I received to [redacted] @thefirstRevdex.com.org on 11/30/@ 6:AM - it did not contain an apology)Since the company said that they did send an apology, and I have not received it, I question if it was a truthful account by the company's representative Also, I did not "discontinue" waiting for my call to be handled during the busy timeI was provided with a prompt to press if I wanted to leave a message, and when I would press 1, it would bring me back to the music while I was still on holdThere was no way to leave a message with this companyThe contact information provided on the product and by the agents of the company is not usable by the consumer Thank you for your help in resolving this matter Final Business Response / [redacted] (4000, 11, 2015/12/17) */ Please see attached page documentThe first page is a copy of the email apologythe second page is a copy of the customer's credit slip showing we credited her card in full on 11/We print our Customer Service contact number on the receipt she was given at photographyThat is how 99% of our customers contact usI believe all issues have been resolved with attached evidence Diane [redacted] , Manager Guest Services

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI look forward to receiving my order, and will be in touch if there are any further issues with regard to this complaintThank you

RE: [redacted] [redacted] *** [redacted] *** Complaint # [redacted] Please accept this as confirmation that we received the complaint from your office regarding [redacted] and her customer service issuesMs [redacted] was upset about her hold time for over minutes when calling customer serviceShe was also upset that she could not cancel her account online or get accessShe also stated that the system could not find her account onlineWe are happy to address her concerns.In reviewing Ms [redacted] ’s account we do see that she spoke to a Supervisor at the call center on 1-19-18, the same day of this complaint being filedAt that time she was disputing a past due amount on her bill, and the agent gave her a one-time courtesy creditThere were no further notes expressing any additional concerns.We are aware that at times there are high call volumes and can be an extensive hold time This has been especially true recently with the inclement weather Columbus has experiencedIf someone prefers not to hold, they are given the option of a callback from an agentMs [redacted] is correct that we do not cancel subscriptions onlineThis is the policy of the Columbus Dispatch and is noted on the billing invoices and online at dispatch.com/termsofsale (1.9)This policy is for the safety and security of our subscribers to ensure that all refunds and payments are correct, and that the request is properly processed Regarding access to her account online, we have tested the online subscription management and are able to successfully access her accountWe are unclear as to why she could not access it, and will be happy to assist her with thatShe can certainly call our customer service at 877-734-where a representative can assistShe is also welcome to email [email protected] with any questionsShe will receive a response within hoursIt is true, however, that she would not be able to cancel her subscription via this siteWe believe we have addressed and responded to Ms [redacted] ’s concerns and appreciate the opportunity to do soIf there is anything else we can do to further assist please let us know.Tell us why here

Initial Business Response / [redacted] (1000, 5, 2015/11/11) */ I have been informed by our customer service representative that Ms [redacted] was contacted and customer service obtained the information they needed in order to provide Ms [redacted] a refundA refund should be posted to Ms [redacted] account in approximatley to business days Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company refunded my moneyThey offered to redo the photos, but I did not accept that offerI offered to return the photos, but they did not accept that offerI am happy with the refund, as I can use that money on a different photographer

RE: [redacted] [redacted] *** [redacted] *** Complaint # [redacted] Please accept this as confirmation that we are in receipt of the additional comments from Mr [redacted] ***Mr [redacted] is upset because he again received “the Bag” after requesting that it stop being deliveredWe had previously responded to his complaint stating that the issue was being resolved, and we apologize that he again received it.We have reached out to the department that handles “the Bag” and they have again respondedThe response is below:“We followed up with DM who checked with her carrier The carrier insists they are NOT delivering to this address.This weekend, the DM has told the carrier to contact her as soon as they are finished with their route She is sending someone over to check the address to make sure there is no Bag We are also requesting the carrier take a picture of the address to prove on their end they did not leave any product The DM will also look to see if it's possible that another carrier is crossing over and delivering the specific area inadvertently.”We are hopeful that these actions will remedy the situation, and are extremely sorry for any frustration this is causing Mr***The situation will continue to be monitored and if there are further problems we ask the Mr [redacted] inform us so we can quickly resolve them.Thank you

We contacted Mrs [redacted] and discovered that their school had not received a check for their final yearbook invoiceWe consulted with our finance department to get a check for $issued to the schoolWe apologized to Mrs [redacted] for all of the delay and inconvenience this situation has causedWe let them know that they should be receiving the check in the next 7-business days at the latest

I have been informed by our customer service representative that they are placing an order for a hard cover yearbook for Ms [redacted] The order should be complete on or about June 14th Once complete, the order will be reviewed and then shipped directly to Ms [redacted] Our customer service representative will follow up with Ms [redacted] in approximately two weeks to confirm receipt and satisfaction of the yearbook

We contacted Mr [redacted] to discuss this issueWe apologized for all of the problems that they have hadWe have confirmed that a replacement order has been put in and a request has been placed for it to be rushed to their home

I have been informed by our customer service representative that they have contacted Ms***' and informed her that they received an update from the Lifetouch finance department and the finance department was able to work out the issue with Ms***'s bank and the proper refund amount will be going back into Ms***'s account in the next two business days

We have contacted Mrs [redacted] and we are setting it up so that they will receive their order today

We have attempted to contact the customer to resolve the situation but we have been unable to get in touch with themWe have emailed the customer and attempted to call on 10/30/17, 10/31/17, 11/1/17, and today 11/3/17.We have left contact information with the customer and if they get back in touch with us we will be happy to assist in any way we can

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.However they have not spoken with me direct!yThey have attempted contact and I did receive my pictures before school ended, on the last day

Initial Business Response / [redacted] (1000, 5, 2015/11/11) */ Our customer service representative has informed me that they have left several voice mail messages for Mr [redacted] and also a direct number to call back to, but they have not yet heard from Mr [redacted] In order to resolve this matter, customer servidce needs to speak to Mr [redacted] to obtain additional information Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I gave the terms of what I was seekingI do not want a phone callIf you want to contact me you can reach me at [redacted] @sbcglobal.net Final Business Response / [redacted] (4000, 9, 2015/11/16) */ I called Mr[redacted] on 11/before I had seen the request of not phoning himHe did talk to me and by this time the customer had received his orderHe was still not happy with the time frame the delivery carrier took to deliver the orderDue to this I credited Mr [redacted] 30% of her order as a discountHe was discounted $to his credit card on 11/Customer advised me he was satisfied with the resolution