Target Corporation

Thanks for contacting Target on behalf of our guest [redacted]. Mr. [redacted] has been found by our order research team to have requested an above average number of refunds and replacements, which were previously issued to him in good faith by Target. While I understand it’s not the resolution Mr. [redacted] is seeking, Target will not be issuing a refund for this order unless Mr. [redacted] returns the items, in accordance with our return policy. As it turns out we aren't able to offer any other options for this situation. Target considers this matter closed. As always, I appreciate the assistance you provide us with our guests. If you have further questions, feel free to contact Target.com at ###-###-####.Sincerely,RachelTarget.com Executive Officeswww.target.com

We received an email from Ms. [redacted] on 3/24 wherein she stated that her desired settlement for the incorrect comforter that she received was to be refunded or sent the correct item. I’m happy to say that we responded to that email on 3/25 letting her know that the item was not available online and that per her request we issued a refund that same day. In consideration for her busy lifestyle we did not request that she return the wrong item to us, which is our normal policy, and we let her know that she was welcome to keep or donate the item that she received for free. In order to receive expedited shipping for her new order, Ms. [redacted] would have needed to select that shipping option during checkout. This information was relayed to her via email on 3/23 which states “Also you can select for premium shipping, we [sic] will make the price adjustment for the shipping cost once the order is placed.  Please respond back to this email with the new order number to take care of the adjustment for you.” In addition to email correspondence, our team members also attempted to contact Ms. [redacted] via phone several times to help her with this order. At this time, Ms. [redacted] has received a free item, a $30 GiftCard and an offer for expedited shipping. The product which is no longer available online has been fully refunded to her and a good-faith attempt was made to make the item available for her in stores. The product which was damaged in transit has been reordered at a lower price than the original order and is currently scheduled to arrive on 3/31. I am truly sorry for Ms. [redacted]’s frustrations, and we’ll do everything we can to take steps to prevent this situation for the future. However, there is no further action we can take for her at this time. Target considers this matter closed. As always, I appreciate the assistance you provide us with our guests. If you have further questions, feel free to contact Target.com at ###-###-####. Sincerely, Rachel Target.com Executive Offices www.target.com

Initial Business Response /* (1000, 6, 2016/02/15) */
Thanks for contacting Target on behalf of our guest [redacted] and her experience regarding being denied a price match.

She is wanting to price match a Nest Digital Thermostat that was on clearance for $74.70 in some of our...

Target stores. Clearance and closeout items are one of the listed exclusions in our Price Match Guarantee. Our entire price match guarantee including exclusions can be found by searching "price match guarantee" on Target.com. I've included a screenshot of those exclusions which shows Target doesn't price match clearance prices.
We will not be able to reduce the price of the guests order since it was an excluded item according to our policy. If she no longer wants the item, she can return it for a full refund. I understand this was a frustrating experience for her and I apologize for that.

As always, I appreciate the assistance you provide us with our guests. If you have further questions, feel free to contact Target.com at (800) [redacted].
Initial Consumer Rebuttal /* (3000, 8, 2016/02/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response.
My complain is not towards the price match guarantee policy of target. It is not fair but it is what it is...
My complain aims to point out that the customer service representative provide me inaccurate information and instructed me to visit an actual store to do correct the pricing.
At the store, I was blamed for fraud... why?
I suggest that Target will better educate their employees at Target.com and Target store to better inform the customers.
I will think hard before taking my business to target again, it Target's loss.

Thanks for contacting Target on behalf of our guest [redacted].I understand that [redacted] was looking forward to receiving this pre-order as a gift for her husband and I’m so sorry for any disappointment. When a pre-order is placed, Target will send an authorization hold request to the card issuer....

If a new card is issued, the authorization hold placed on the previous card will not be able to renew. If any attempt to renew an authorization fails, the pre-order will automatically be cancelled. While I understand she would’ve liked to update her payment information, orders are unable to be modified after being placed due to system limitations.I appreciate Janet’s suggestions on how we could improve our service, and I’ll be sure to share them with the appropriate teams. Although there is no further action that can be taken for her order at this time, we do offer guests the option to sign up on Target.com for email updates on the Xbox One X. I’m happy to say that this gaming system is currently expected to be available during the 2017 holidays, and [redacted] should see another opportunity to purchase the Xbox One X in time for Christmas!I appreciate the assistance you provide us with our guests. If you have further questions, feel free to contact Target.com at ###-###-####.Sincerely,RachelTarget.com Executive Officeswww.target.com

Thanks for contacting Target on behalf of [redacted]. We’d like to inform you that the order was flagged because using Target GiftCards to purchase gift cards or prepaid cards violates the Target GiftCard terms and conditions. In addition, Target reserves the right to prohibit purchases of any...

merchandise by resellers. A reseller is defined as a company or an individual that purchases goods with the intention of selling them rather than using them. As an accommodation, we are refunding the purchase amount on order [redacted] to a replacement Target eGiftCard. This Target eGiftCard will be sent to the e-mail address associated with the order.  Although this order is being refunded, we are reserving the right to restrict future business with this individual due to the violation of our terms and conditions. Sincerely,Target.com Guest Services  www.target.com

Initial Business Response /* (1000, 5, 2015/10/11) */
Thanks for contacting Target on behalf of our guest [redacted]. Upon receipt of your contact, I reached our guest to address her concerns.

Target strives to provide exceptional guest services so I am truly sorry that she feels that the...

team members she spoke with were providing scripted responses and weren't very empathetic. I can assure you this was not the case.
When a pre-order is placed an authorization hold is placed on the method of payment to reserve the funds for the order. Authorization holds are not permanent and do expire so a new one is then needed to be placed. Since PayPal was used as the payment method Target.com must reauthorize the payment every 30 days to keep the order in good standing until the pre-order is ready to be shipped. PayPal is only able to reauthorize a payment three times so when Target went to reauthorize her payment for the 4th time, PayPal declined it which is why her order cancelled. This is a policy with PayPal, not Target.
The previous team members were correct when they stated that Target.com is unable to reinstate her cancelled order. Target is also unable to reimburse her for the difference in price that she paid for the items from eBay.

As always, I appreciate the assistance you provide us with our guests. If you have further questions, feel free to contact Target.com at (800) [redacted].
Jenna
Target.com Executive Offices
www.target.com
Initial Consumer Rebuttal /* (3000, 7, 2015/10/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I placed my pre order on July 15th 2015....if Target says that it is Paypal's policy to only renew a pre authorization 3x, then why does Target offer Paypal as an option to pay for a preorder when the item isn't being released until 11/6/2105....Target offered a pre order in July, 4 months before it is released ....that is not fair....why was the preorder accepted by Target, a message should have been sent to me stating that Paypal's authorization will expire before the product is released and only accept a debit or credit card....or given me a call to change payment options and I would have changed my payment.....instead Target just canceled my preorder with no warning .....I should be compensated somehow.....I did nothing wrong.....and I am checking with Paypal to see what their policy is....
Final Business Response /* (4000, 9, 2015/10/13) */
I appreciate the additional information that you provided regarding your pre-order and your friends pre-order.
As stated in my previous e-mail, the order was cancelled because PayPal declined to reauthorize the authorization hold. They are only able to reauthorize authorization holds three times, so if they reauthorized your friend's payment for the fourth time, you will want to consult with PayPal. I know that has been a frustrating experience but our system automatically cancels an order if the payment tender declines an authorization hold.
We do have this policy listed and explained on Target.com. I provided you the link below:
http://help.target.com/help/targetguesthelparticledetail?articleId=ka4i0000000I5...⇄ /> I am sorry but there are no other available options in this matter.
Jenna
Target.com Executive Offices
www.target.com

Thanks for contacting Target on behalf of our guest [redacted] regarding her concerns with the $0.01 additional charge for tax.I understand that the way we processed [redacted] online order and billed her payment could be confusing so I’d be happy to clarify this for her. After an online order is...

submitted, an order acknowledgment email is sent, which includes the order details along with an estimated tax amount. Target strives to provide the estimated tax amount as accurate as possible, but the final tax amount could be a little bit more or less, based on the origin, local and county tax adjustments. Target doesn’t charge any payment method until the item is shipped or picked up.In [redacted]’s situation regarding the order [redacted] and the other two orders that were also charged an additional $0.01 after the orders shipped is because of the following reasons: • First, tax in Florida is calculated using brackets and not a straight calculation of taxable amount times the tax rate. These brackets are posted by the department of revenue and illustrate how tax should be rounded in each bracket.• Second, these calculations are performed at a transaction level. For Target.com orders, each shipment is technically a separate invoice and it is common for an order to have multiple shipments. The calculation can be off by $0.01 when an order has multiple shipments versus 1 as illustrated below:Example, the order [redacted]3651, has two shipments but we originally estimated sales tax as one shipment.Shipment 1: $17.10 taxable, bracket says $1.20 tax is due.Shipment 2: $10.45 taxable, bracket says $0.74 tax is due.Combined: $1.94 tax is due. If there was only one shipment for this order, the taxable amount would be $27.55 and the bracket would show that $1.93 tax is due. To be compliant with the state tax laws, Target has to follow the Florida sales tax brackets and rest assured, [redacted] was charged the correct tax rate. If [redacted] is still concerned about the Florida state sales tax calculation rules, I’d recommend that she visit the state department of revenue’s website for more information (http://floridarevenue.com/forms_library/current/dr2x).As always, I appreciate the assistance you provide us with our guests. If you have further questions, feel free to contact Target.com at ###-###-####.

Thanks for contacting Target on behalf of our guest [redacted].I know this entire online experience has been extremely disappointing and I cannot apologize enough for the frustration we've caused. I understand our guest received conflicting information regarding his refund. After reviewing his order...

details I confirmed a total price adjustment was made on 12/06/2016. Once our team member reduced the price by $36.99 the order total went to 0.00. Therefore when it was time to receive the payment from his credit card, he didn't owe us any funds. He was advised to keep or donate the delayed shipment once it arrived to him. I recognize this process can be confusing, since our online team didn’t wait until the charge was posted to his account. Basically, when guests enter their payment information during checkout, we may submit an authorization hold on the payment method. Bring his total price down to zero sends a request to the card issuer to remove any authorization holds. The length of processing time varies depending on the card issuer. With that being said, a refund cannot be provided since we never received any payment from his bank. If for some odd reason he was charged for this order, I advise him to contact his bank right away and share his billing concerns.I sincerely apologize for any inconvenience we may have caused and I thank him for taking the time to share his online experience with us. As always, we appreciate the assistance you provide us with our guests. If you have further questions, feel free to contact Target.com at ###-###-####.Sincerely,ShanetraTarget.com Guest Serviceswww.target.com

I apologize about the delayed response. The iPads have been sent back to us and a refund of $1,487.84 will be issued in the form of a GiftCard. Ms. [redacted] should receive an email with her GiftCard within the next 4-24 hours.   As always, I appreciate the assistance you provide us with our guests. If you have further questions, feel free to contact Target.com at ###-###-####.   Sincerely,   Morgan Target.com Executive Offices

Thanks for contacting Target on behalf of our guest [redacted].   I can only imagine how disappointing it must’ve been when her preorder for the Xbox One X Scorpio was cancelled.   Target is required to reauthorize holds within a certain amount of days depending on the card issuing...

bank in order to keep an order in good standing. Our system will renew the hold every 7 days for Target REDcard, Visa and American Express, every 10 days for Discover and every 30 days for Mastercard and PayPal. Since her bank denied the authorization renewal, her order was cancelled.   At this time, there isn’t a way to reinstate her order.   As always, I appreciate the assistance you provide us with our guests. If you have further questions, feel free to contact Target.com at ###-###-####. JennaTarget.com Executive Officeswww.target.com

I appreciate the time our guest [redacted] has taken to share additional information regarding her experience. Although she’s requested for Marie’s assistance via email, when she contacted Target through the Revdex.com her case was escalated to the Executive Offices and no one else will be corresponding with her. That means, correspondence from another team member won’t occur, however, I’d be more than happy to address her concerns. I’ve gone ahead and issued [redacted] two additional Target eGiftCards; $100 for the second memory foam pillow and to cover the difference of one set that was already refunded to her and $75 for the refund of the can opener and step ladder that was missed from the previous refund that was issued. Keep in mind, Target doesn’t charge our guests for free standard shipping on orders totaling to $25 or more which is why her wedding guests weren’t charged for shipping on the orders. Additional information can be found here by following this link: http://www.target.com/c/target-shipping/-/N-551st It sounds like she’s requesting the names of the wedding guests that purchased the items from her wedding registry so she can send thank you notes, and I’ve provided the names in my previous response. I understand why she’d be hesitant to place future orders on Target.com and realize that the nearest Target store is an hour from where she now resides, however, Target is unable to place a dollar amount on her time because it’s priceless. I know my apologies may not completely eliminate her frustration, but I’m sorry there are no other options Target is able to offer.

Thanks for contacting Target on behalf of our guest [redacted]. I can only imagine his frustration after receiving a partial shipment, especially, since the box clearly stated that item will be shipped in multiple shipments. It’s clear that when our guest called to express his concerns our...

online agent tried to assist him by reshipping a new set and issuing a refund for the incompletely order. During this call our guest was informed that a refund would be issued back to his original form of payment. In most cases, the information provided would be correct. The only difference is, when returning an order paid via PayPal our guests are refunded in the form of a GiftCard. Our guests also have the option to take the return item(s) to their local Target to receive a cash refund. Our PayPal disclaimer information is visible to our guests on Target.com help pages and on the checkout page when guests select PayPal as payment option. However, I can certainly understand the frustration our guest encountered after receiving an eGiftCard in the amount of $187.25. I recognize this miscommunication has caused our guest a great deal of disappointment. With that being said, I want to turn this poor experience into a better one. I’ve partnered with our order research specialist and PayPal and requested the refund to be credited back to his PayPal account as of today, 12/28/2106. I only ask that [redacted] waits at least 3-5 business days for the credit to post back to his PayPal account. The original eGiftCard he received has been forced closed. As always, we appreciate the assistance you provide us with our guests. If you have further questions, feel free to contact Target.com at ###-###-####. Sincerely, Shanetra Target.com Guest Services www.target.com

Dear [redacted], Thanks for contacting Target on behalf of our guest [redacted] ([redacted]) [redacted]. We’re currently in the process of researching the matter and will provide a substantive response within a reasonable timeframe. I appreciate your patience, as well as that of Ms. [redacted]. If you have any...

immediate questions or concerns, please contact me at ###-###-#### and reference case number [redacted]  Sincerely, AmyTarget Corporation

I am rejecting this response because: The business states that a gift card was sent and I have received no communication from the company. Plus the item did not sell out ....per their web site and tracking it was shipped alone and disappeared the second day. Then no communication was given and through multiple emails and phone calls from me I was never told it sold out and was told it was on its way. So unfortunately no accountability taken and no communication has been sent to me so I am not accepting their response. Thank you

The newer order [redacted] that she placed on 07/07 didn’t cancel and like previously stated, was successfully fulfilled and shipped. I have already followed up with the team members she spoke with to provide coaching and ensure that they’re providing accurate information.   She was able to reorder the item because our inventory still shows it as being available for purchase.  Her first order was sent to a fulfillment center that was low in stock and ended up selling out by the time they went to fulfill her order. Again, I’m sorry for the inconvenience that this caused her.   When an item is cancelled from an order Target sends an email notifying our guest what has happened. She was sent an email that the briefs were cancelled from her order on 07/05/2016 to the email address that she provided c[redacted]@comcast.net. I do see that there is no response from her email provider when we send her order notifications. Order confirmations and order notifications come from different servers and there is something within her settings filtering the emails that we send her regarding her order notifications. She needs to check her privacy and firewall settings along with adding [email protected] and [email protected] to her address book to help ensure that she’ll receive our order notification emails in the future.   I’d be more than happy to do some trouble shooting on my end regarding her logging into her account, however it would require me to reset her password. She would be sent a link in an email that will help her update her password when it’s reset.   I hope this information helps! JennaTarget.com Executive Officeswww.target.com

Thanks for contacting Target on behalf of our guest [redacted]. It sounds like Ms. [redacted] has gone through a great deal of difficulty with her recent orders with us and has really struggled to feel like she was being heard and understood by our team members. I can only imagine the emotional...

toll that these contacts have taken on her, and I’m truly sorry that this has been her experience with us. I’m happy to say that Ms. [redacted] has been issued the full refund that she’s been seeking. The full total of $65.11 for order [redacted] has been refunded to her in two separate installments. Ms. [redacted] will see $21.95 post back to her MasterCard by or on 5/17, and she will also see $43.16 post back to her MasterCard by or on 5/31. In addition to the requested refund, Ms. [redacted] was also issued $15 in GiftCards on this order by our team members for her experience. I completely understand that Ms. [redacted] has been through a lot, and that there’s no way for us to undo the damage that’s been done. However, I want to assure her that we’ll take away everything we can from this and use it to create an even better guest experience going forward. I’d love to invite her back, and I can’t wait to show her the kind of online experience she truly deserves to have as a loyal Target guest. As always, I appreciate the assistance you provide us with our guests. If you have further questions, feel free to contact Target.com at ###-###-####. Sincerely, Rachel Target.com Executive Offices www.target.com

I am rejecting this response because:
I provided the receipt and order numbers when I made the Revdex.com complaint. I filled out the forms completely. I also mentioned in that form that I went to the Target in Parma off ridge rd. I did receive a refund in my bank account. However, the refund took several days to show up, and I narrowly missed overdrawing my account. I will not shop at Target in the future because cash refunds were not available at that store. Other stores process refunds within 24 hours. I would prefer to shop where cash refunds or 24 refunds are available. Sincerely, [redacted]

Thanks for contacting Target on behalf of our guest [redacted].   I can imagine his disappointment when he received several GiftCards in a lower denomination than he was expecting.  I sincerely apologize for any frustration that this has caused him.  For a short period of time our...

website displayed a price of $1.00 instead $100 for a $100 GiftCard.  Despite our best efforts, a small number of items on the site may be mispriced, described inaccurately, or unavailable. We may experience lags in uploading updates throughout the site and in our advertising on other sites. We don't guarantee the accuracy or completeness of the information on Target.com, including prices, product images, specifications, availability, and services. Target reserves the right to change or update information and to correct errors, inaccuracies, or omissions at any time without prior notice. We apologize for any inconvenience. This certainly isn’t the experience we would want him to have and understand we let him down.  I’ve gone ahead and refunded the guest for the $10.00 he paid on each order.  He can still keep and use the GiftCards the he was sent as a goodwill gesture in understanding this was a poor experience. As always, I appreciate the assistance you provide us with our guests. If you have further questions, feel free to contact Target.com at ###-###-####.   Sincerely,   Pauline Target.com Executive Offices www.target.com

Dear [redacted], Thanks for contacting Target on behalf of our guest [redacted]. We’ve attempted to contact our Guest by phone and are currently waiting for a response. We’ll get back to you with our resolution as soon as we receive a response from our guest. As always, we appreciate the...

assistance you provide us with our guests. If you have further questions, feel free to contact Target at ###-###-#### and reference case number [redacted] Sincerely, AmyTarget Corporation www.target.com

Thanks for contacting Target on behalf of our guest [redacted].   Please accept my sincere apologies since Mr. [redacted] received the incorrect item for his daughter’s Christmas gift. The information on our website was actually incorrect; the error has been updated on our website now. Mr. [redacted]...

is more than welcome to return the camera for a full refund. At this time, I have sent him a $10 eGiftCard for the experience. He should receive the GiftCard within the next 4-24 hours in his inbox.   As always, I appreciate the assistance you provide us with our guests. If you have further questions, feel free to contact Target.com at ###-###-####.   Sincerely,   Morgan Target.com Executive Offices