Material World

Hi ***! Thank you so much for sharing your honest feedback about your experience trading in with usWe’re very sorry to hear you were unhappy about our serviceIn order to operate as a streamlined business, we do have to maintain a certain level of operational policies which guarantees full efficiency to our team and as a result, provides our customers with a quick and upfront offerWe value our customers and for this reason, only make exceptions to our usual processes when we are sure they will not impact our customers’ experiencesAs explained by our customer service representative, we were unfortunately not able to fulfill your request to retrieve and ship back your item to prevent slowing down our team’s overall processing time and risk increasing our turnaround timeSince we are an online service and our team operates in an industry warehouse, we are not able to accommodate in person pick-ups at this time for security reasonsFor this reason, we do strongly suggest not to send us any items you are cross-listing for sale on other resale platformsYour package was delivered on June [redacted] in our facilityOur turnaround time to unpack, review and price items is 7-business days, as indicated on our website and FAQ Our team sent you an offer on June ***, business days later and to which you responded on the same dayOnce we received your offer response, your package was prepared for re-shipment back to you on July ***We are aware of the unusually longer wait time you experienced to receive your items back, due to the recent July [redacted] holiday weekend, when our office was closedWe sincerely apologize about this and completely understand your frustrationWe provided you with your package’s tracking information on July ***, date on which your package had been picked up by ***From that time, it generally takes 1-business days for the tracking to update, a factor unfortunately out of our control and entirely depending on the shipping carrier’s reactivity to scan the package and update the trackingWe have been keeping a close eye on the tracking which has has updated today, on July ***, to indicate your package is now ready for delivery, and should be delivered shortly to your addressWe have reached out by email to confirm this and thank you again for using our service

Hi [redacted] , Thank you for using our traservice and I’m very sorry to hear you experienced these issuesTaking into consideration the items’ brand and condition, our team of expert merchandisers carefully researched each of your items’ estimated resale price and market valueAfter receiving your declined response on 11/*, we proceeded to ship back all items you had sent us (pair of Gucci sunglasses, pair of Tory Burch flats, pair of Tory Burch wedges and two pairs of AG jeans) on 11/ [redacted] via [redacted] to the address saved on your accountWe received a message from you on 12/ [redacted] where you stated that you had not received your items backSince the [redacted] tracking had not confirmed the package's delivery, we then proceeded to compensate you for the loss by paying you out a total of $in the form of tracredit equivalent to your items' total estimated resale value, as per our company policy in case of returned packages lost in transitWe have tried to reach you several times by email to inform you that we had sent you the compensation for your loss but have not received any response sinceYou can redeem your trashopping credit by logging into your Material World account and choosing one of our Gift CardsPlease reach out to us at ###-###-#### or [redacted] so that we can guide you through the next steps to redeem the compensated amountPlease note we’d be happy to assist you in any other alternative payment method that best fits your needs as wellBest, Material World TeamThe customer left another complaint on 6/ [redacted] to which I responded to on 6/ [redacted] .Hi [redacted] , We are again very sorry about the negative experience you've had while trading in with usDue to a scanning issue on ***' side, your package's delivery tracking never updated (as indicated here: [redacted] )We compensated you for the loss of your items on 12/*The amount of $is still on hold on your account since 12/ [redacted] and has not been redeemed sinceWe also did not hear back from you since our last exchange on 2/*According to our Terms of Use, we compensate up to the items' market value for any packages lost by our third party service carriersPlease contact our customer service team (###-###-#### or [redacted] ) to have this resolved as soon as possibleWe'd be more than happy to discuss an increase in compensation as a courtesy for the inconvenience you experienced

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that the response unsatisfactoryHowever, time and time alone has resolved my issueThe business did nothing to resolve the complaintThey waited for it to work itself out Revdex.com: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] July [redacted] was one dayI was told 3-business day for the return of my itemsOn the [redacted] business day I was told 2-more daysThe math doesn't add upInsisting on your policies is exactly why this is so infuriatingRegardless of the process (short of shipping items to Timbuktu for evaluation), I refuse to accept that taking minutes to honor the request of returning the requested piece would have knocked over your entire chain of dominoesIt is clear that you are desperately trying to maintain order and processSince I have received my items, there's nothing I can hope for other than to continue explaining that your policies weren't good enough for this situation In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely, [redacted] Sincerely, [redacted] Edwards

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I have been in constant communication with this business for monthsUnfortunately, they are engaging in criminal activityOffering extremely low amounts for my itemsWhen I refused their offer and asked for my items to be returned, ALL of my items were "lost" in the mail It is very hard to believe that my belongings were lost in the mailThey most likely sold my items before I had a chance to reject their offerThis company is deceitful and should be investigated
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545} Hi [redacted]!  Thank you so much for sharing your honest feedback about your experience trading in with us. We’re very sorry to hear you were unhappy about our service. In order to operate as a streamlined...

business, we do have to maintain a certain level of operational policies which guarantees full efficiency to our team and as a result, provides our customers with a quick and upfront offer. We value our customers and for this reason, only make exceptions to our usual processes when we are sure they will not impact our customers’ experiences. As explained by our customer service representative, we were unfortunately not able to fulfill your request to retrieve and ship back your item to prevent slowing down our team’s overall processing time and risk increasing our turnaround time. Since we are an online service and our team operates in an industry warehouse, we are not able to accommodate in person pick-ups at this time for security reasons. For this reason, we do strongly suggest not to send us any items you are cross-listing for sale on other resale platforms. Your package was delivered on June [redacted] in our facility. Our turnaround time to unpack, review and price items is 7-10 business days, as indicated on our website and FAQ.  Our team sent you an offer on June [redacted], 10 business days later and to which you responded on the same day. Once we received your offer response, your package was prepared for re-shipment back to you on July [redacted]. We are aware of the unusually longer wait time you experienced to receive your items back, due to the recent July [redacted] holiday weekend, when our office was closed. We sincerely apologize about this and completely understand your frustration. We provided you with your package’s tracking information on July [redacted], date on which your package had been picked up by [redacted]. From that time, it generally takes 1-2 business days for the tracking to update, a factor unfortunately out of our control and entirely depending on the shipping carrier’s reactivity to scan the package and update the tracking. We have been keeping a close eye on the tracking which has has updated today, on July [redacted], to indicate your package is now ready for delivery, and should be delivered shortly to your address. We have reached out by email to confirm this and thank you again for using our service.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that the response unsatisfactory. However, time and time alone has resolved my issue. The business did nothing to resolve the complaint. They waited for it to work itself out.  Revdex.com: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] July [redacted] was one day. I was told 3-5 business day for the return of my items. On the [redacted] business day I was told 2-5 more days. The math doesn't add up. Insisting on your policies is exactly why this is so infuriating. Regardless of the process (short of shipping items to Timbuktu for evaluation), I refuse to accept that taking 15 minutes to honor the request of returning the requested piece would have knocked over your entire chain of dominoes. It is clear that you are desperately trying to maintain order and process. Since I have received my items, there's nothing I can hope for other than to continue explaining that your policies weren't good enough for this situation.   In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely,[redacted] 
Sincerely,
[redacted] Edwards

Hi [redacted], Thank you for using our trade-in service and I’m very sorry to hear you experienced these issues. Taking into consideration the items’ brand and condition, our team of expert merchandisers carefully researched each of your items’ estimated resale price and market value. After receiving...

your declined response on 11/*, we proceeded to ship back all 5 items you had sent us (1 pair of Gucci sunglasses, 1 pair of Tory Burch flats, 1 pair of Tory Burch wedges and two pairs of AG jeans) on 11/** via [redacted] to the address saved on your account. We received a message from you on 12/** where you stated that you had not received your items back. Since the [redacted] tracking had not confirmed the package's delivery, we then proceeded to compensate you for the loss by paying you out a total of $154 in the form of trade-in credit equivalent to your items' total estimated resale value, as per our company policy in case of returned packages lost in transit. We have tried to reach you several times by email to inform you that we had sent you the compensation for your loss but have not received any response since. You can redeem your trade-in shopping credit by logging into your Material World account and choosing one of our Gift Cards. Please reach out to us at ###-###-#### or [redacted] so that we can guide you through the next steps to redeem the compensated amount. Please note we’d be happy to assist you in any other alternative payment method that best fits your needs as well. Best, Material World TeamThe customer left another complaint on 6/** to which I responded to on 6/** .Hi [redacted], We are again very sorry about the negative experience you've had while trading in with us. Due to a scanning issue on [redacted]' side, your package's delivery tracking never updated (as indicated here: [redacted]). We compensated you for the loss of your items on 12/*. The amount of $154 is still on hold on your account since 12/** and has not been redeemed since. We also did not hear back from you since our last exchange on 2/*. According to our Terms of Use, we compensate up to the items' market value for any packages lost by our third party service carriers. Please contact our customer service team (###-###-#### or [redacted]) to have this resolved as soon as possible. We'd be more than happy to discuss an increase in compensation as a courtesy for the inconvenience you experienced.

- [redacted], ID number [redacted]Material World Response:We received the customer’s items on 11/** and sent her an offer on November [redacted]. Our turnaround time takes 4 to 7 business days once we receive the items and send a completed offer to the customer.After declining our offer on 11/**, the...

customer’s items were shipped back with tracking on the 11/** and delivered on 12/*. Due to the holiday period, our office was closed on 11/** which we had explained to the customer. Therefore our shipping process was slower than usual and communication with our customer support was limited during that period. We understand the customer’s frustration and apologize for the delay in having the items sent back to the customer.The customer can reach out to our customer service team for any additional information about this case at ###-###-#### or [redacted]