Monogram Hub, Inc.

We are responding to our customer’s complaint.
This error appears when a customer’s attempts to use a coupon code with an incorrect item.
The coupon code doesn’t work and the customer gets charged. If indeed the...

customer got charge we need order numbers, coupon codes or reference numbers in an effort to get the charges reversed.The customer emailed us 2 days ago and we already have a Revdex.com complaint oriented towards this problem. The customer needs to allow more time for our representatives to get to him/her and effectively fix this problem.We have emailed this customer directly requesting this information; once we get it we will proceed and refund the customer (if we indeed charged the customer). We advise the customer to please respond to the email that we have sent him/her and we will proceed immediately.

Revdex.com:The items I purchased were finally delivered yesterday. I am still very disappointed in the fact it took over a month to receive and after I filed complaints with the Revdex.com and [redacted]. I will never purchase from this company again! 
I have reviewed the response made by...

the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

We confirm that this customer placed an order. We indeed charged the customer 8.95 for shipping cost.The 58.94 that the customer is disputing where never posted. For some reason the credit card was authorized for the full price of the item. This issue occurred on the 12 and we had it globally...

resolved on the [redacted]. An authorization is not a charge, an authorization is a hold issued by the card holder and maintained by the bank or CC Company.We advise the customer to please verify since this issue was already resolved. If by any chance the funds are still being held by CC company or bank we recommend to the customer to file a charge-back and we will proceed to recommend the release immediately.It is not our intention withhold funds that are not intended to be charged. However the charge back can only be issued by the card holder (meaning the customer).However , this last step may not be required since this issue was resolved already.

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 and the matter has been resolved.
Sincerely,
[redacted]

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:

The issue is not resolved until the product is in my hands.  They have only replied to me regarding one order.  I have placed two orders [redacted] and [redacted].  They have yet to respond about my second order.
THe business is taking no responsibility for the lack of communication during the time of my inquiries.  
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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:

Regarding their comment: One of our agents will be getting in touch with the customer through our regular support channel and request all pertinent information regarding refund methods.Their agent emailed me over a week ago asking for my email address, since then nothing has happened.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[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 and the matter has been resolved.
 
Sincerely,
[redacted]

The customer is Out of warranty.We have already offered a free Repair process, overlooking the fact that the customer is not entitled to this. We have attempted to contact the customer multiple times in an effort to discuss this complaint but these attempts weren’t successful.A free courtesy repair is the only option we can provide at this time, since we cannot attest to the usage given to this item.If the customer wishes to proceed she can email us at: [redacted]Our position stands, No further communications will be issued on this complaint.

We will continue re-estate the following.We have refunded the customer.We attempted to contact the customer at the day time phone provided on this complaint and it was the wrong number.Here is the number : ###-###-####We also called this number : ###-###-####The telephone numbers on the orders where never answered.We called again today. We advise the customer to confirm with her bank.

The customers order shipped out on the [redacted] of January. The order should bet at the customers address by now and if not I shall be there soon. We would like to apologize to this customer for this terrible inconvenience; we are willing to compensate for this very terrible set back. During the holiday...

season we had to stop sending notifications for failed payments due to the large amounts of emails related to special orders and Christmas deliveries. As compensation, we would like to offer this customer with a unique 85 percent of coupon code that can be used any non sale item from our site. If the customer is interested simply reply to our last email interaction and we will provide this unique code ASAP.

We are responding to this customer’s complaint.The customer placed an order on 1-*-2016. The customer used a coupon that had a cost of 5 dollars that was paid to a third party deal site. When the customer came to our site she was faced with the shipping charges. There was a 8.95 shipping charge...

added to the order.These charges were clearly stated at the moment of purchase of set coupon code by the customer.We do not know from where the customer is obtaining the number 90 or 85 which is the disputed amount. The customer was only charged 5 dollars + 8.95 shipping cost. We would also like to add that this customer never emailed our customer service team. The customer came straight to this portal without allowing our customer service team assists first. We have emailed the customer directly and we are currently inquiring about additional information in order for us to better understand her claim.

In response to the customer’s complaint: The customer emailed 5 days ago. The customer service department works from Monday to Friday as stated in our website and auto-email replies. We responded to the customer 3 hours ago before we even noticed this Revdex.com complaint. The response was given to the...

customer under ticket number [redacted]. We advise the customer to please check the spam folder of his email address.The reason why the customer was charged the extra 30.00 dollars was due to the fact that he selected Priority mail Express shipping. This shipping method is an upgraded shipping method that has an extra cost and that is why the charge was issued.It is not [redacted]’s intention to overcharge any customer .This issue could have been easily resolved by simply changing the shipping method selected by the customer and then refunding the 30.00 dollars that where charged. This would have been done today if the customer would have provided enough time for the customer service department to respond to his email.The customer was already refunded through a 3rd complaint escalation channel issued by [redacted] here is the confirmation number: [redacted] The shipping method was returned to the standard shipping method.We advise the customer to please inspect the check out section in the cart before proceeding to payout in all online transactions to avoid these terrible experiences in the future.The cart check out summary is located on far right of the screen, next to the billing information.We hope that this explanation shares enough light on this issue and clarifies all details revolving this event.

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:

I HAVE COPIES OF MY EMAILS TO THE COMPANY AND I ALSO CONTACTED THEM DIRECTLY THROUGH THEIR WEBSITE. I NEVER RECEIVED THE ITEM I ORDERED. there IS NO PROOF IT WAS DELIVERED TO MY ADDRESS.  HERE IS ONE COPY OF AN EAMIL I SENT.      Dec ** at [redacted]  I placed an order on Nov ** (when $56 was taken out of my acct) and I never received my order for an initial monogram necklace. (ASE) Please look into this. thanks[redacted]THIS COMPANY HAS NO PHONE NUMBER TO CONTACT, ONLY A LINK ON THEIR WEBSITE TO CONTACT THEM. I USED AN EMAIL THEY HAD SENT ME And sent the email listed above to that address. I only want my order.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,[redacted]

In response to the customer’s complaint regarding the order.It is unfortunate that we have to address this issue through this channel, especially when the issue was already resolved by our customer service team through our regular customer support channel on the ** of May.The customer had a coupon...

redemption issue and reported the problem on the [redacted] of March and we responded on the [redacted] of March (Keep in mind that our hours of operations are from Monday through Friday).The broken chain issue was reported on the [redacted] of May and we responded to the customer on the [redacted] (again we had to factor in the weekend and mother’s day rush.)Nevertheless we responded to the issue using our repair policies and procedures. The desired settlement expressed by the customer will be granted and all the details pertaining the exchange where explained and accepted. At this point we are simply waiting for the item to arrive so we can repair it and re-attach the upgrades that were previously selected by the customer.We will take into consideration the customers opinions and feedback and apply them to good use.

This customer is already being assisted by one of our customer service representative. The customer notified us of this issue on Friday, February the [redacted] at 11:00 PM eastern. Our regular business hours are Monday through...

Friday 8:00am to 5:00pm Eastern. The Revdex.com Forum is created for customers to voice their complaints when they are not being assisted. We already have a member of our staff looking into this situation and assisting the customer. If we indeed sent an item that does not belong, we will rectify immediately.   We advise the customer to please respond to our emails .

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:

The company referred me back to [redacted] for a refund.  Luckily, after I forwarded [redacted] the email chain from Monogram hub, they opted to refund me themselves due to the problems with Monogram Hub.  Monogram Hub is truly awful.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

In response to the customers complain.We would like to start this email by apologizing to this customer for this terrible experience.We take very seriously our customers feedback and for this reason, that I can safely say that It’s been a while since we had to respond to one of...

these. The customer indeed placed his order on 8/**/2015. But mentioning this date in an effort to contrast how long it’s been its completely transparent, due to the fact that during the check out process the customer failed to provide an accurate billing address. This generated the delay, the customer’s item was not built and it wasn’t until September the [redacted] that this issue was sorted out thanks to the customer email red flagging the event. Once payment was covered we proceeded to initiate construction of the item. Despite the fact all of our items take 2-3 weeks of constructions time, we still decided to build the item in a rush. The items were constructed and sent to the distribution center. And there they sit waiting to be shipped.Construction completed on Friday the [redacted] since the factory doesn’t work on the weekends we released on the [redacted] , it arrived to the distribution center on the [redacted] under customer verification number #[redacted]. Agent Moises was diligent in responding to the customer, providing multiple reassurances to the tools available to him.  The agent provided an ETA for the week of the [redacted] but forgot to factor in the weekend. The customers last email was 3 ago asking for an order status. At no point was this customer ever told that his item was shipped. We have always provided ETA’s in an effort to forecast as to when it should ship. It is not our interest to spread false expectations, when it comes to personalized jewelry, there is plenty of waiting as it is. As the Customer Service Manager I would like to echo our agents call for patience and we ask the customer to please allow enough time for the item to ship. It will go out within the next 24-48 hours. Interacting through these channels presents a very un-pleasant experience as it is . It broadcasts an "us against them’’ interaction, this is not Monogramhub.com’s  interest . We are extremely interested in reversing this experience into a more pleasant one, which is why we would like to express our interest to compensate the customer for having to endure all of these events. Our goal is not to be proven right , our goal is to please the customer , to have him come back and keep him happy.Should the customer be interested, please reply to our email containing the tracking number for your order. Yours in service :[redacted]

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:

I have not yet received my item, now roughly an unbelievale 68 days after I ordered it. Their email from Feb. [redacted] stated: "[redacted]
[redacted]" Considering their past behavior, until I actually receive the item I purchased, I will not consider this matter resolved. They have previously sent 2 emails stating the item was shipped and here I am, without my item and having had a horrible experience with this company. I have sent more than a dozen emails, most of which have gone unanswered and ignored. I still believe this company to be conducting business in a terrible manner, especially based on further research I have found from other customers who were also treated in a similar manner. I don't believe this company should be allowed to conduct business as taking someone's money and not providing the promised product is theft. I don't know how those other complaints were resolved or if they other were, but this seems to be a continual problem for this company. I have no doubt that MonogramHub feels there was no need for this complaint to be filed. I'm surprised that they responded to whatever contact you made with them as they seem to be incapable of replying to customers in a similar expedient manner. It is possible this complaint is what prompted them to actually respond to my numerous emails. As I stated above, this issue will not be resolved until I receive my product. Thank you for time and assistance in this matter. I hope this information will be shared with the public so future potential customers will make better decisions than I did in dealing with this company. 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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:
 
I received the necklace late, but did receive it. However, I think they rushed through the order and sent the wrong item and it was defective. I did not want to show up without a gift to the party and gave the item to the recipient. I am very disappointed in the quality. Desired Settlement - Replacement. I should receive the correct item without any damages.
 [redacted]

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:

As stated by the business, the associated promotion has expired, and as such, the existingvoucher is worth $29.99 toward the purchase of the same item, which is now on sale on their site for $39.99. However, the business is attempting to require me to purchase the item in question from a separate link where it is listed at a $99.99 price. In essence, this is bait and switch marketing, where an item is listed a multiple costs. My request to use the dollar amount already paid for the sale item which is the same exact item is not a "combination of promotions," and Mr. R[redacted]'s insistence of this claim merely affirms the fact that he is attempting to defraud me into paying more for an item that is being sold on the same site a a lower price. As such, I do not intend to give Monogram Hub more money for an item that could be purchased for less on their very same site, for the simple fact that he is refusing to honor the terms of the deal site with which he himself partnered to boost his company's sales. His partnership with this site would suggest that he will abide by their terms, which he continues to adamantly resist. Furthermore, his childish statements regarding my desire to "battle over terms" that are "irrelevant" is just case and point of the fact that his business, now open for just two short years, has close to 100 complaints listed on the Revdex.com site.
Thank you.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]