Monogram Hub, Inc.

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]

I regards to the issue described by our customer [redacted]  .After cross-referencing the customers email address ([redacted]) and her first and last name ([redacted]).We found only order number [redacted] for which we confirmed that was shipped on...

December the [redacted] 2014 at her mailbox through [redacted] under the tracking number : [redacted].MonogramHub.com has no records of any interactions initiated by this customer , not via email address nor via voice-mail. If the customer used a different email address than the one utilized in the order , this might be the reason why we cant find no further records.Please contact your local post office since they claim that the package was left at you mailbox.

In response to the customer’s complaint:The customer placed and order on may the first, using a coupon code acquired from one of our deal sites. The order was placed on May the [redacted] which is the cutoff date that we set for all orders to be delivered by mother’s day.Unfortunately the...

order was entered on our website, by the customer in an incomplete manner. Key information was missing in order for us to proceed with the construction of the item.  This caused the custom order to be removed from the group of orders placed before the cutoff date.Our focus was direct at the orders that where placed correctly before the cutoff. Immediately after mother’s day we started emailing all customer that had incomplete orders. [redacted] order was one of them.  We were the ones who initiated contact by making the customer aware of her orders issue.The customer provided the correct personalization and we added this information to her order on the ** day of may , at the same time The item was built and shipped to the customer with a clear stone that represents a blank moth according to our charts. All personalized orders require 2 to 3 weeks of production time before shipping. This means that even as we respond to this complaint we are still within the required timeframe.Due to the large amount of emails and special request generated by the heavy mother’s day traffic we were unable to continue interacting with the customer and we proceeded to provided assistance to other customer under similar situations.The customer was requesting a direct phone call from us , and unfortunately we were unable to satisfy this request. For this terrible oversight monogramhub.com would like to apologize to this customer.As a compensation for this issue we will reply to the customers email with an order number for an extra pendant and a special coupon code that will allow her to order any item from our statement jewelry section for free.We have also contacted the customer over the phone , providing the same assurances that we have provided here and the proposed settlement was to the customers liking.

We built and shipped these items according
to the customer's
specsThe item was shipped, however the courier service claims it
was deliveredWe had to file a complaint demanding a response from themThis
process takes timeWe tried reaching out to the customer over the phone and we
had no luckWe also emailed the customer and received no response
We have no problem refunding the customer or rebuilding the
item and shipping it with signature verificationPlease respond which method you would prefer

The order was rushed. We will not be shipping with the methods previously mentioned by the customer.The item will be sent Through [redacted] Priority mail express , which is a faster shipping method than the one that we normally use.Since the item is made and its on its way to the customer , we consider this issue resolved for all intents and purposes.If the customer requires additional assistance she can email us at [redacted].regards,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution will be satisfactory if I do, indeed, receive the item before Christmas. Please note, they have not contacted me by phone, as they claimed. They also told me on 12/**/15 that my order had been cancelled and I have the emails to prove that statement.
 
[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 shouldn't have to pay to ship a bracelet back that I didn't even have 1 month to fix when they describe it as "sturdy" 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We apologize that [redacted] was not satisfied with the quality of his order.  On further review we were not able to find any emails from [redacted] in our system.    We want to make sure every item is exactly what the customer...

ordered.  We have contacted [redacted] though our system and will remake his order and ship it as fast as we can.  Complete details have been emailed to him from our internal email account.

In response to the customers complaint. The customer
indeed placed and order and after contacting us the customer requested a
refund.A check was sent
to the customer in the month of November.  The number was [redacted] , this check was cashed on
the [redacted] of November. Customer service manager...

contacted this
customer to re-assure her that it is [redacted]’s intention to refund the
amounts charged for this order and we did.All control
numbers and delivery evidence are available but will not be shared through
these public channels.We have
several payment lanes available that can be used to refund any customer. We did
notify the customer that check refunds take more time and we urged for
alternative methods such as [redacted] the customer failed to provide these
alternatives. We would like for this communication to serve as public
confirmation that [redacted] has made attempts to refund this customer with
success.For all
intents and purposes [redacted] will no longer respond to this claim and
considers this matter resolved.

Unfortunately this customer is out of warranty and we cannot attest to the usage given to the item.
We cannot proceed with the customers desired settlement. Our position stands.

Monogramhub.com wants all of its customers to be 100%satisfied.  We have researched [redacted]scase and we found the following.  We have no communication on record from [redacted]s withher name, email address or phone number we have on file.  We would also like...

to point out that in researchingher order [redacted] paid Monogramhub.com no extra money for her bracelet. Sheredeemed a discount voucher she purchased through [redacted]. After thisredemption the invoice amount due was  $0.00.  Since she paid us no extra money she is notdue a refund from Monogramhub.com  We do want all of our customers to be happy with theiritems. In accordance with our usual procedures we will open a case and lookinto [redacted]s claims if she will send us photos of the issues she has withthe items.

Good afternoon !
Our customer has been fully refund for his purchase.
Best regards,

The customer’s complaint is 100% valid. We care for our customers and we are a responsible company. The customer’s order fell through the cracks of our Christmas operations and we failed to deliver on time. We are willing to...

provide the customers desired settlement and at the same time we would like to compensate for this terrible set back.   We will be emailing this customer an unique coupon code. This code will take away 80% of the total cost of any non-sale item on our website.

Monogramhub.com is Responding to this complaint. The customer has made 2 attempts to purchase at our site. One on the [redacted], then another attempt on April [redacted]. In both occasions our billing systems have rejected the customer’s credit card. The transaction was red flagged due to invalid billing...

information. When this happens a defense mechanism is activated and the transaction goes on hold by the CC Company or bank. These steps are taken to prevent Fraud or unauthorized use. After a short period of time the authorization expires and the hold is removed. The customer emailed our customer service department and proceeded to inform her about this. Normally we inform customers about these situations in a proactive manner, however in this particular case the customer emailed us before we had chance to notify. The customers’ demands are misguided, she should be contacting her CC company or bank and demand for the funds back. The authorization was issued in our behalf; however [redacted] has not issued any charges against the customer’s credit card. Despite this entire series of unfortunate events, we are still willing to produce the customer’s item. We have multiple payment lanes available: If the customer has a PayPal account we can send her an invoice. We can send the customer a link where she can attempt the payments again. We can also call her and take her payments over the phone.

This was a miss understanding in communication.
We called the customer and straighten the hole matter.

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 will maintain my response. I have a credit card statement proving that the transaction did not fail. Concrete proof that I paid. I also have a photo they provided me with stating "[redacted]" I also have a receipt furnished to me by them proving that I issued payment at time of checkout. I don't know how much more proof they need. I clearly paid. Honestly the worst customer service I have ever experienced in my life.  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

They advertised on [redacted] and I ordered two necklaces a month before Christmas. I received one and it was spelled incorrectly. The other necklace never arrived. It's now the last week in January. There is no way to contact them. I got one email from a customer service rep but nothing else in the past three weeks. This company is a scam and in ready to take legal action.

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 did not receive any emails from the company since 2/**/16, which showed that they were going to send a new necklace, which still has not been received. Also, I did receive a call from an unknown area code on my cell phone, and I did not answer it, but no message was left for me to return a call. At this point if they can replace the order and send it to me by a method that is traceable, I would like that, otherwise I would like my money back. Once either of these things have been done I will indicate that the complain has been resolved.
[Your Answer Here]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Ordered from this company 6 weeks ago from a [redacted] offer. Sadly I did not read the reviews above prior to ordering. I have no received the products I ordered and cannot get a hold of the company for a response.... I am currently working with [redacted] to get my money back. Would not recommend this company to anyone unless you want to waste your time and money!! I wish they would get shut down for stealing and scamming customers!!!

We already responded to this customer via email. We are remaking this order for the customer. She can keep the one that broke; there is not need to return it.
We are building another...

one She will be receiving it soon.