Monogram Hub, Inc.

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]My issue is not resolved by refunding only the extra $15 I paid for the better chain they never sent.  I paid [redacted] for the voucher I used with them for the necklace that was made incorrectly in 3 different ways, names were all in caps on engraving, one birthstone was a ruby and was supposed to be a garnet and lastly, the stones were hearts instead of the squares I wanted.  I will NOT use 80% off coupon and waste more money on their website. My issue can only be resolved if they make me a new necklace as I wanted. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,[redacted]

I had bought a Groupon for their personalized wooden train. I placed the order on October [redacted] but did not receive it even by Nov [redacted]. I tried calling their customer service # from their website, no CS representative to answer the calls and the answering machine was full so could not leave the message. So I emailed them on the [redacted]. Somebody contacted me on [redacted] (after I had contacted groupon and asked for my groupon amount to be refunded). On email from [redacted], they said it is being shipped and will be shipped within 48-72 hours. I replied back to that email right away telling them the goods will not have any value for me after Nov [redacted] so refund me my shipping charges of $17.75 and Groupon of $5.00. But they replied back saying its already shipped. When I asked for tracking #, they said it was sent regular mail so did not have tracking # (ordered on Oct [redacted], they didn't send it the first time and when customer inquired on Nov [redacted], they shipped it on Nov [redacted] by regular mail!! Any other company would have mailed overnight delivery with tracking # as it was their fault that it had not been shipped yet) anyways, they said it was sent regular mail on Nov [redacted]. Today is Dec [redacted] and I still have not received it yet!! Even snail mail would have made it by now~!
Their customer service is horrible and intimidating!! They reply to your email in one liners, no apologies, no explanations! When I demanded to be contacted by a supervisor or manager, somebody called me continuous for 6 times within 6 minutes timeframe (when I was in a meeting) but did not bother calling back after that! I was intimidated by so many missed calls and rude voice mail that we are trying to contact you but no call back number! Also received the email from a customer service manager that just said "we are trying to contact you"!! I refuse to deal with them anymore as it only increases my stress level and even makes me feel bad for asking rightfully, what's my own!! I had horrible experience with this company!~ Never in my life had I seen such bad customer service! If they did not want to sell their products for cheaper prices in groupon, they should not have participated at all~!

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:
 In response to the aforementioned email sent on Aug ** at [redacted] and the comment about it partially discharges your responsibility, as well as the automatically closing of my ticket after not having interaction for X period of time: I'm wondering why this wasn't stated in the email you all sent me on Oct [redacted] at [redacted], directly stating: Hi [redacted].We apologize for the delay in the response. I'd like to inform you that we received your item and now we're going to proceed to expedite your remake.Regards.This issue will be resolved once I receive the corrected item.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,[redacted]

Responding
to the customer’s complaint: The customer
is accurate in all statements.The reason
why we haven’t responded to her follow up order status request is because the
issue was already resolved and we are in the middle of a holiday rush. The item
is indeed in the final...

stages of production.  It will ship out within 24-48 hours.There is a
process that must be followed in order for us to have the items released.The item
needs to be constructed.  The item will
arrive before Christmas but it will not ship out by the [redacted]. We
have made multiple attempts to reach out to this customer over the phone in an effort
to provide assurances.We ask the
customer to please allow us to finish the item and ship it out so she can have
it before Christmas. Please let us know since we are going to be shipping out
very soon.

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]
 I am still awaiting shipment for order [redacted]. I ordered two bracelets from Monogram. The issue will not be resolved until I have both Items I have paid for. They expedited one of the two orders; which I do not understand. Because there are two orders!!! I have a tracking number for order [redacted] which should be delivered today. But order [redacted] STILL HASNT SHIPPED. All I want is what I paid for without excuses. If they could expedite order [redacted] like they did for [redacted] with my tracking number today. This issue will then be resolve. Simple! 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
 
9470111899223949811729
9470111899223949811729

Responding to the customer’s complaint: We have checked our entire database and located no emails from this customer. We do not doubt that the customer emailed us, but the standing fact is we have no emails from her. Being accidentally charged full price when trying to use a coupon code is a...

complaint that we resolve quickly. Should the customer managed to email us we would have refunded her immediately. We are pleased to inform that thanks to this complaint notification we have provided a full refund and cancelled any orders linked to the charge. As far as a refund for the coupons purchase is concerned, the customer needs to contact the deal site that sold it.

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:I received only one tracking number for one order yesterday. I will not feel this matter is resolved until I receive both of my items and I can evaluate them to determine if they were made to my specifications. At that time, I will update to say this matter has been resolved. 
 
 
 
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.I issued this complaint BEFORE anyone contacted me, therefore their response is invalid. 
Sincerely,
[redacted]

Responding to the customers email.Today, one of our managers made an irregular effort to contact the customer over the phone.Since all of our previous attempts failed, we deemed necessary to call the customer repeatedly until we have reached a successful contact. We are grating the...

customers desired settlement and both orders where refunded. The Root cause for this problem was corrected and will not happen again in the future. We are also compensating the customer for this experience with a 70% off coupon code that can be used for any item on our website. This will be sent via email.

I regards to the issue described by our customer [redacted].The customer ordered indeed on November the [redacted]. We built the item according to the customers specifications . We have solid evidence to sustain the fact that we shipped the customers item through [redacted] Priority Mail Express and...

here's the tracking number for it : [redacted]. We shipped on the [redacted] of December , more than enough time to ensure the customers item would arrive on time. At this point the courier failed to deliver on time , however Monogramhub.com has honored the agreement to manufacture and ship with enough time to ensure that the item arrives on time to the customer . This customer is being affected by the failures of a 3rd party. Even thou the customer claims to have sent us multiple emails regarding this issue , we have made multiple attempts to communicate to our customers that due to the holiday rush our customer service response time has increased and this is the reason why this customer has not been responded just yet. Nonetheless , thanks to this valid complaint issued by [redacted] we have assigned special personnel to investigate and contact the [redacted] facility involved in this delivery and ultimately locate the whereabouts of his item.We will attempt to isolate the problem and get the item to reach its rightful owner. We are whiling to provide the customer with additional fulfillment as a compensation for this delivery issue . In terms of issuing a full refund for the item , we would like to inform the customer the following : The item that was purchased is custom made , personalized and unique and before the purchase was made  , every customer must acknowledge that all sales are final. That being said we would never expect anyone to be ok with paying for something and never receiving it , at this point the item being held at [redacted] facility in CHARLOTTESVILLE , this is merely a shipping problem , if the item is indeed lost/stolen , we will take the necessary measures to ensure that our customer gets compensated and the responsible parties held accountable.At this point we consider that it would only be fair for the customer to allow some time for us to locate and deliver the item , once it is received we will also compensate and fulfill the customer with additional benefits in full efforts to mitigate this terrible experience.

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.

In response to the customers complaint.
The customer
reached out to use requesting assistance in placing her order.One of our
representatives responded to the customer and was going to get back to her with
a solution to her issue regarding how to order. This response...

took too long and
the customer decided to file a Revdex.com complaint. A manager reached out to this
customer offering assistance and compensation but the customer refused.Since the
customer is no longer willing to do business with us. I would advise her to
please contact the deal site that sold her the coupon code and have them
provide the refund.We are
currently not in business with this customer since she never placed her order.

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.  However their statement that they were unable to reach me by telephone is only because they called at 9:05 am, left a message that they would call back in 5-10 minutes (no call back number provided) then instead the second call came at 9:06am.  At that point the business emailed me that they were unable to reach me after multiple attempts.  I responded that for future reference they should really improve their customer service.  I was told via email that they do not have the capability at this time for telephone customer service.
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:

[Your Answer Here]
 I understood the terms and agreed to pay for separate shipping however that was false advertising because I did not receive 5 separate shipments that I had to pay for.  Had I received 5 separate shipments this would be moot; but they took my money for 5 shipments (shipping for 5 parcels) and only sent one shipping.  So essentially I paid for 5 separate shipments and only received 1 shipment.  Their duty was to send each shipment separately and they did not.  This is a violation of the Laundry Lists: representing that work or services have been performed when the work or services were not performed.  Here the service of 5 separate shipments that I paid in full for were not delivered as promised and paid.  Failure to disclose information concerning goods or services which was known at the time of the transaction if such failure to disclose such information was intended to induce the consumer into a transaction into which the consumer would not have entered had the information been disclosed: had I known that I was going to pay for 5 separate shippings at $8.99 and only receive 1 I would not have entered into this transaction.  These are violations of the DTPA 17.46 (b).I reject their response and continue to demand a refund for the shipping charges for all 4 other items; I paid for the items and that is not the dispute the dispute is the shipping I paid for each shipping for the 4 items that were sent in one envelope.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

A check for 7.99 was sent to the customer.As courtesy , we offered to refund the second shipping cost .The customer is refusing to remove the complaint despite the fact that we are making efforts to assist and please.Since the extra shipping was already refunded. We consider this matter resolved.

In response to the customers complaint.During the holiday season we published a message on our website, In which we specified that all orders placed after December the 6th will be processed after the holidays. The customer’s order was placed on December the [redacted] , which means in this case...

that the items production started  in December [redacted] . We have built the customers item according to his specifications and unique personalization’s. The item will ship out today from our distribution center. At that point we will send customer an email with the tracking number for that item. When the customer placed the order it was acknowledged that all sales are final and that we needed 2-3 weeks to produce the item. If the order started production on December the [redacted]  that would mean that we are within the compromised time of production.Communications and our response times increased during the holiday rush , due to the large amounts of emails that we’ve received. Our interest is that our customers remain happy.As a compensation for this issue we will provide the customer with an unique 70% off coupon that is valid for any item on our site.

Responding to the customer’s complaint: All charges and costs are made available to all customers that purchase through monogramhub.com. We have a detailed summary at the checkout section that allows customers to make and informed decision before a purchase is made. The shipping costs are also...

present during the personalization section of the items purchase. If the customer had any problems with pricing we advise her and all customers for that matter to please email our customer service department before the purchase is made if they have any questions. The customer agreed and paid for the items that were offered. These items were produced, shipped and received. The items were consistent with what was advertised. We are sorry to learn that the customer is not satisfied with the items produced. We would like to point out the fact that we have customer service department that is prepared to deal with these situations, the email address to reach this department is [redacted] Here is also a link that any customer can use to contact us:  [redacted] Here is a telephone number that we have made available for all customers to leave a voicemail or callback number if needed: ###-###-#### Customer never reported any concerns to our customer service department. A Revdex.com complaint was issued without giving us the opportunity to assist.

Greetings,
We would like to inform that the customers issue has been resolved already. Based on the desired out comes that the customer expressed , we have indeed already sent the correct product back to the customer with the requested specifications. He have also emailed the customer with the tracking number that contains additional information pertaining its location. The package left our facilities in November the [redacted] and it should be well on its way to the customers location.
Given the fact that we have fulfilled the customers request we hereby declare this issue permanently resolved.
We apologize for any inconveniences or discomforts that the customer might have endured.
regards,

We have attempted to contact this customer over the phone.
As requested ,We have refunded this order and cancelled it in our system.
The shipping costs where reversed. The customer may request a refund from our deal-site partner.