BBB Accredited Business since

Evine

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Phone: (800) 747-4178 Fax: (952) 943-6133 View Additional Phone Numbers 6740 Shady Oak Rd, Eden Prairie, MN 55344 View Additional Email Addresses https://twitter.com/EVINELive View Additional Web Addresses



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Description

EVINE Live Inc. (formerly ValueVision Media, Inc) is a digital retailer that operates as Evine, a 24/7 interactive shopping and entertainment experience focusing on new & proprietary products in fashion, jewelry, watches, beauty, home and CE.

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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Evine meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that affect the rating for Evine include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 474 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

474 complaints closed with BBB in last 3 years | 213 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 103
Billing/Collection Issues 32
Delivery Issues 24
Guarantee/Warranty Issues 37
Problems with Product/Service 278
Total Closed Complaints 474

Customer Reviews Summary Read customer reviews

62 Customer Reviews on Evine
Customer Experience Total Customer Reviews
Positive Experience 2
Neutral Experience 2
Negative Experience 58
Total Customer Reviews 62

Additional Information

BBB file opened: October 16, 1991 Business started: 06/01/1991 in MN Business started locally: 06/01/1991
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Minnesota Secretary of State
180 State Office Bldg, 100 Rev. Dr. Martin Luther King Jr. Blvd., Saint Paul MN 55155
http://www.sos.state.mn.us
Phone Number: (651) 296-2803

Type of Entity

Corporation

Business Management
Lisa Zagorski, Senior Supervisor Laura Elhard, Manager
Contact Information
Principal: Lisa Zagorski, Senior Supervisor
Business Category

Television Home Shopping Internet Shopping

Hours of Operation
24 hours a day, 7 days a week
Method(s) of Payment

Visa, MasterCard, American Express, Discover, Evine Credit Card, PayPal (online only)

Refund and Exchange Policy

If any item received from Evine does not meet your expectations, you may return or exchange the item within 30 days of when you receive the item.  Evine will not issue credit for items that have been altered or damaged.

We offer two return options. You may choose to either return your item for a full refund of the purchase price, less the applicable shipping and handling charges back to your original method of payment; or, you may request an exchange for the same item. You may also reorder the item today and then return your original item for a refund.

Refunds:
-  Refunds will be issued to the original method of payment used. Refunds to credit cards are applied immediately upon processing, but may not appear on your billing statement for up to two billing cycles.

-  Original shipping and handling charges and the easy return SmartLabel fee are not refundable.

Exchanges:
-  If you would like to make an exchange, please include the color and/or size you wish to receive.
Exchanges can only be made for items being returned to our Bowling Green, Kentucky locations
With an exchange we will first refund your original order and then place a new order for you based on the information included on the exchange form sent with your return.

-  Please allow 5 business days from the day Evine receives your item to see your exchange order under "My Account". If you have an email address on file, you will receive an order confirmation email, as well as a shipping confirmation email so you can easily track the progress of your package.

Complete Return Policy: http://www.evine.com/p/help/returns/evine-returns/#ReturnPolicy

Service Area
All 50 States
Alternate Business Names
Evine Live, Inc. Formerly ShopNBC ShopHQ ValueVision Media Inc
Products & Services

According to information provided by the business, EVINE LIVE offers a variety of national brands and proprietary products in the categories: jewelry, watches, apparel, health and beauty, home decor, collectibles,consumer electronics and housewares


Customer Review Rating plus BBB Rating Summary

Evine has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 6740 Shady Oak Rd

    Eden Prairie, MN 55344 (800) 747-4178 (952) 943-6000

  • THIS LOCATION IS NOT BBB ACCREDITED

    4811 Nashville Road

    Bowling Green, KY 42101

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

9/30/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Evine tried to collect the balance on my account which I had been paying with PayPal. I didn't have enough money in my PayPal balance to pay the $10.46 final payment to Evine. Unfortunately, Paypal did not use my Bank of America Visa card as the alternative payment, so Evine could not collect the $10.46. Evine tried calling several times to let me know that the account payment was passed due. I eventually spoke with someone from Customer Service and immediately gave Customer Service my Bank of America Visa number to pay the balance on the Evine account. That was August 24. I was given a "Paid in Full" confirmation number by Evine. Two weeks later, I received a call from Evine saying my account hasn't been paid. On August 31 I called Customer Service and gave them the Confirmation Number for final payment. I saw on my Bank of America Visa statement from September that Evine was paid the $10.46 on August 24, the day I spoke with Customer Service and provided my credit card information. The person from Customer Service told me that the person taking care of billing thought I had an Evine Visa and tried to put the payment through and couldn't, and that's why I received another call to pay the balance. However, I made stressed to the Customer Service person I spoke with on August 31, that I do not have an Evine Visa; it's a Bank of America Visa. Today, September 22, 2016, I received a letter from the collection agency "Affiliated Credit Services" stating that my account "has been placed for collection and payment in full is due." I called Customer Service to ask the status of my account. They have no record of the payment by my Bank of America Visa card. The Customer Service manager said he needed to check with Customer Service people to find out what happened. I asked him to immediately fix this problem. He suggested that I call the collection agency in a few days to check the status on the account. Why should I be the one to expend even more energy and waste more of my precious time to determine if this problem, that Evine caused, has been fixed!

Desired Settlement: I would like to receive written notification from Evine that states that they received the $10.46 payment I made on my account, by my Bank America Visa and that my account is paid off.

Business Response:

Dear Ms. ********,

 

Evine is in receipt of your letter to the Better Business Bureau.

 

Our records indicate that on August 25, 2016 your final ValuePayment of $10.46 was paid on order number *********. This order is paid in full and we have notified Affiliated Credit Services to close this account.

 

We hope that you continue to do business with Evine in the future. If you have any further questions, please contact our office at ###-###-####.

 

 

Sincerely,

 

 

 

 

Lynelle S.

Credit Payment Specialist II


9/30/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Evine made a hard credit injury on my credit report without my permission. They state when purchasing something on "value-pay" they are entitled to perform a hard inquiry, even thought I am not opening any credit card with them. I was not informed of their intention and there is no disclaimer on the screen as their rude employee Adrian informed me. I don't think running fine print every now and then qualifies as adequate disclosure. I request this inquiry be removed from my credit report because anyone can plainly see the inquiry was made, however, I do not have a credit card with them thereby making it appear I applied for a credit card and was declined. I had to prepare a notarized affidavit denying I tried to get credit and present it to my bank during a refinancing transaction. This is a violation of the Fair Credit Reporting Act. Any company that makes me sign an affidavit explaining why I purchased something doesn't quite understand what good customer service is.

Desired Settlement: remove unauthorized inquiry from credit report to all agencies

Business Response:

Dear Ms. ***********,

 

 

Evine is in receipt of your letter to the Better Business Bureau.

 

Our records indicate that on June 25, 2015 you placed ********* for several items requesting a payment plan of six monthly payments. By requesting the ValuePay option you are agreeing to the terms and conditions of ValuePay with Evine. Orders may be subject to credit approval by Evine and Evine may review credit reports to qualify customers for ValuePay.  Evine reserves the right to limit or restrict the use of ValuePay at any time. This information is on our web site at www.evine.com.

 

When using ValuePay, Evine is extending you credit because we ship merchandise to you before full payment is received.  Because of this process, Evine has a legally permissible purpose to pull a credit report as this information is intended to be used for a credit transaction. We use Equifax Information Services LLC to obtain credit report information.  We submit the customer’s name and address as it is provided to us. There is also a disclaimer on our website and on air that indicates that ValuePay is available to qualifying customers.

 

If you have any further questions please contact our office at ###-###-####.

 

 

Sincerely,

 

 

 

 

L. O’****

Credit Payment Specialist II


9/29/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Order #*********, Patricia Nash Granada Leather Bag, was returned immediately due to defect, as the flap on this bag in not secure and when using, this flap does not stay closed or secure anything inside bag. This item is not usable and I returned immediate and alerted EVINE LIVE of the defect. I am informed "The Warehouse determines decision on returns." The warehouse did not pay for this item or consider this defective item for usage. My first payment of $26.93 was only refunded for $18.98; I paid $7.95 to return defective item.

Desired Settlement: I prefer the refund of $7.95 for return shipping of an item that is not usable and defective as not secure for usage.

Business Response:

Dear *** *******,

 

We have received your complaint from the Better Business Bureau regarding your return shipping charges for the Patricia Nash "Granada" Leather Flap-over Crossbody Bag (order number *********). I apologize for any inconvenience this has caused.

 

During our conversation on September 28, 2016, I advised that we would allow a one -time exception and waive the return shipping charges.  I will make sure that all of your feedback gets to our product team as well as the Vendor.

 

If you have any additional questions, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at ******************* between the hours of 9am-5:30pm EST, Monday through Friday.

 

 

We appreciate your understanding in this matter.

 

Sincerely,

 

 

 

Lisa ********

Executive Resolution Office

Evine

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

 

I appreciate Lisa's professionalism and customer service in assisting with my complaint and accept the $7.95 credit to resolve this matter.

 

Thank you.

9/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Tried to return some items and they were sent back to me with a letter that I wated too long and was then treated very rudely at their customer service department.

Desired Settlement: refund my items

Business Response:

Dear ***** & ***** *******,

 

We have received your complaint from the Better Business Bureau regarding your late return request for the One World Hi-Lo Dresses (order# *********).  I apologize for any inconvenience this has caused.

 

During our conversation on September 26, 2016, I advised that a one -time exception for a late return would be allowed.  I advised you that the refunds will be issued as long as the dresses are received in our warehouse no later than October 21, 2016.

 

If you have any additional questions, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at ***************** between the hours of 9am-5:30pm EST, Monday through Friday.

 

Thank you for your understanding and cooperation.

 

Sincerely,

 

 

LeShonn ******

Executive Resolution Office

Evine


Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

9/26/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased an RCA television that advertised a 2 year warranty and I called RCA which is supposed to honor the warranty, but they said that Evine is supposed to honor the warranty because RCA only does a 1 year warranty. I have been trying to get my television fixed sine February 2016 and I keep getting the run around that neither one of them are responsible for the warranty. Today is 9/14/2016 and I received another message from Josh at Evine ###-###-#### that informed me to call RCA because I do have a warranty so I once again called ###-###-#### to get the television fixed and I again got the run around that Evine is responsible for fixing my television from the manager at RCA and the customer service representative at Evine. I want a full refund for the television purchased because of false advertising. The 2 year warranty was one of the reasons why I bought this 65 inch television and I cannot use it. I have the paperwork/receipts that show that this was an RCA 65in TV purchased with a 2 year warranty. I purchased it in January 2015 and I have been trying to get it fixed since February 2016. It is now September 2016.

Desired Settlement: I want a full refund so that I can buy another television not made by RCA or purchased from Evine since I cannot trust either company to provide me with a quality product.

Business Response:

Dear **** ****,

 

We have received your complaint from the Better Business Bureau regarding your order for the RCA 65" 4K UltraHD 120Hz LED TV w/ Two-Year Warranty, Roku Streaming & Four HDMI Ports (order# ********).  I apologize for any inconvenience this has caused.

 

During our conversation September 15, 2016 I advised to you that I would reach out to warranty department on your behalf to see what can be done. I have received an email from manufacture that they would reach out to you to schedule a servicing of your TV. On September 22, 2016 I left you a voicemail asking you to contact me if you had not heard from the warranty department. I will be happy to further assist if still needed. Once again I apologize for the error and the frustrations that has occurred.

 

If you have any additional questions, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at ***************** between the hours of 9am-5:30pm EST, Monday through Friday.

 

Thank you for your understanding and cooperation.

 

Sincerely,

 

 

Bridget ******

Executive Resolution Office

Evine

 

CC:  Better Business Bureau


Consumer Response:  I am rejecting this response because:
I am waiting for an appiontment to get the television repaired. I spoke to Evine and RCA and they both have not figured out who is responsible to fix the television.

9/26/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a mattress from Evine on Value pay, which is a once a month payment for 6 months. I am a long time customer of Shopnbc, which became Evine. This was my forth payment of $42.50,I made the payment on 09/13/16 at 10:03pm, at 7:43am another payment was taken of $42.50. When I called to tell them this Jerome told practically called me a liar, so I asked to speak with a supervisor three times, he spoke over me telling me that they will say he same thing, then there is no one to speak to, I finally hung up. I called back and talked to a women, she said yes I do see that let me see what I can do, then I was disconnected. I call back and get Jerome,I hang up. I call back and get Brad, he says and acts the same as Jerome, then he gets a supervisor when I say it for the third time again, he comes back on the line and says the supervisor see's the same as he does, only one payment, I ask for his name and his supervisors and hang up.I call back and speak to a women Alisha, she is polite but can't help, but does connect me with credit dept., the women tell me she only is seeing one payment that it is an authorization and then it turns into a charge, I explain to her and every person I talked to that there are two authorizations one on 9/13/16 at 10:03 and one on 9/14/16 at 7:49 so I will be charged twice when the clear, she argues with me insisting it is one payment,then tells me my bank is holding one, not true, the bank does nit hold payments the business does, when I ask does this happen every month she hangs up on me. I call my bank to get one of the authorizations taken off, I am connected to fraud dept.she says I can put a complaint and investigation in or she can call Evine with me on the phone (three way conversation) to tell them that yes there are two authorizations, I say yes lets do that, she calls them they tell her that they can not do three way calling it is against their policy and won't even talk to her they hang up on her! So I put a complaint and investigation into Evine, this company treated me like I was lying and what I had to say did not matter, there is no customer service I will not do business with Evine again, I should not have to contact my bank to take care of something that Evine did, since when is it ok to hang up on customers and thr Citibank fraud dept, this should have and could have been handled in one phone call to Evine. Thank You Ms. ******

Desired Settlement: I would like like to get my overpayment back,plus compensation for being treated like I was lying, being hung up on numerous times, being told it was my bank holding the money,and being left with $6 in me checking account because of their mistake.I have other bills to pay as well

Business Response:

Dear Ms. ******,

 

 

EVINE is in receipt of your letter to the Better Business Bureau.

 

Our records indicate that on September 13, 2016 you requested the September ValuePay to be made on order ********* for the Beautyrest 4” Gel Memory Foam Topper. We show that due to a system error, your account was in fact authorized twice. We have already notified our Computer Support to inquire why this occurred. We will also be reviewing the calls that took place between you and the Evine reps to determine what needs to be addressed internally.

 

We sent an authorization reversal request to your bank this morning which they will receive today. Please follow up with your bank to determine when the authorization will be reversed.

 

Due to the inconvenience, we have added a $20 Evine credit to your account that will be available for the next 90 days. We apologize for any inconvenience and hope that you do business with us in the future. If you have any further questions please contact our office at ###-###-####.

 

 

Sincerely,

 

 

 

 

K. ******

Credit Specialist II


9/26/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a cell phone from evine live in Dec 2015 and was told that I would have to redo my purchase because the credit card I was using wasn't in my name but in my mother in laws **** *** ****. I was told for fraud prevention to use her information for the initial purchase and that once I received my new debit card, I could call in and have the account updated with my information. I purchased the phone and in January 2016, I contacted evine live and had the account updated with my name and my debit card information for the remaining payments. I contacted evine in February 2016 because my cell phone will not stay charged, it overheats and shuts off on me. I asked to be sent a replacement to be only ttold that a supervisor would contact me back. I waited and waited and called back at the end of the month and was told that there was nothing that could be done. I asked to be speak to a supervisor but I refused so I explained to the company that I refuse to pay for a phone, that I can barely use. I also contacted Samusung regarding the phone and I was told that there was nothing that could be done for me because the phone was not manufactured by them but that it was manufactured in another country. They verified this information just by the model number of my phone. I was contacted by my mother in law that she was sent to collections regarding this matter. This bill is not in her name but in my name and she shouldnt bin collections because they refuse to guarantee(replace) a phone still under warranty. I asked that she be removed from collections and was told by evune that I would have any to pay off the phone and that I will not be receiving a replacement. I have proof showing that this is not my mother in law phone or account with eving when after the initial payment, every subsequent payment was taken off of my debit card.

Desired Settlement: I would like he my mother in laws e removed from credit and collections and I would like evine to honor there warranty and I will gladly send the remaining payments. But I refuse to pay for a piece of garbage refurbished phone that was sent to me.

Business Response:

Dear ****** ********,

 

We have received your complaint from the Better Business Bureau regarding your order for the Samsung Galaxy Note 4 N910H 4GHSPA+ Unlocked GSM Android Cell Phone (order# *********).  I apologize for any inconvenience this has caused.

 

I have attempted to reach you via telephone and through email to no avail.

 

If you would like to discuss this matter further, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at ***************** between the hours of 9am-5:30pm EST, Monday through Friday.

 

Thank you for your understanding and cooperation.

 

Sincerely,

 

 

Bridget ******

Executive Resolution Office

Evine

 

CC:  Better Business Bureau

9/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered 2 sets of queen size sheets as birthday gifts for family members. The sheets turned out to be dreadful colors that didn't match anything my daughter-in-laws had. I returned the sheets, and didn't get any credit for the sheets, and I had to pay the postage which was different amounts for the identical sheet sets. On one the postage was $9.76 and on the other $11.75, and I didn't get any of my money back on the sheets which is wrong. I paid $23.73 for the first set and $21.73 for the second set. Evine refuses to refund my money that I paid for the two sets of sheets. I consider this fraud and this company needs to be put out of business for what they are doing to their customers. I will never order anything from them again. They are a disgrace and should not be allowed to do business on TV or anywhere else.

Desired Settlement: I want my $23.75 and the $21.73 returned immediately Why does this company think they can keep my money when the merchandise has been returned?.

Business Response:

 

Dear ***** ******,

 

We have received your complaint from the Better Business Bureau regarding the return of your Cozelle Sheet Sets(order# *********).  I apologize for any inconvenience this has caused.

 

I have attempted to reach you via telephone and email to no avail.

 

If you wish to discuss this matter further, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at ***************** between the hours of 9am-5:30pm EST, Monday through Friday.

 

Thank you for your understanding and cooperation.

 

Sincerely,

 

 

LeShonn ******

Executive Resolution Office

Evine

 

CC:  Better Business Bureau

9/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a bed on July 14th. There were 6 small pieces missing and I informed Evine immediately. They said they would rush the missing pieces back to me within 10 days. It is now September 6th and they still have not sent me my pieces. These pieces are important because they hold up the mattress. I keep calling and complaining but I keep getting the run around day after day. I felt like this was my only option left because they are ignoring my requests. They are taking payments out of my checking account, but I can't even sleep in the bed because the mattress falls to the floor without these pieces. At this point, I just want my money back because I fear that this company has scammed me, and now they have my bank account information. They claimed to have "escalated" this to a supervisor about 5 times now and still have not sent my pieces, nor have I spoken to a supervisor. Please help me, and stop this website from scamming others.

Desired Settlement: I want my money back. They can come get their bed since they don't want to give me the missing pieces.

Business Response:

Dear ****** *****,

 

We have received your complaint from the Better Business Bureau regarding the missing parts for your Homebasica Platform Bed (order# *********).  I apologize for any inconvenience this has caused.

 

I have attempted to reach you via telephone and through email to no avail.

 

If you wish to discuss this matter further, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at ***************** between the hours of 8am-5:30pm EST, Monday through Friday.

 

Thank you for your understanding and cooperation.

 

Sincerely,

 

 

LeShonn ******

Executive Resolution Office

Evine

 

CC:  Better Business Bureau

9/12/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I just ordered a cross for a funeral. After I hung up I called back immediately to change the delivery date to an expediated date, paying for higher postg e, special delivery etc. No one person could speed up the delivery to recieve this before the funeral. No one could change the delivery date to Special Delivery. I called coorporate and they could not do it either. Seems like a large company like Evine could make a little effort to help a customer who requires this service or under special situations needs to change there attitude and process to accomadate the customer. WHAT EVER HAPPENED TO THE CUSTOMER IS ALWAYS!!!!

Desired Settlement: EVINE NEEDS TO LOOK AT THEIR AT THERE DELIVERY OPTIONS TO ACCOMADATE THE CUSTMER INSTEAD OF THEMSELVES. Nothing should be impossible!!! I was a Customer Service Manager for 30 years and I could make it happen.

Business Response:

 

Dear ********* *******,

 

We have received your complaint from the Better Business Bureau regarding your order for the Lord’s Prayer Cross Pendant (order# *********).  I apologize for any inconvenience this has caused.

 

During our conversation on September 9, 2016, you advised that you had just placed an order for the pendant and wanted it shipped immediately as you needed it for a funeral the following week.  I advised you that we were unable to immediately ship an order that had just been placed and that your estimated delivery date is September 20, 2016.

 

If you have any additional questions, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at ***************** between the hours of 9am-5:30pm EST, Monday through Friday.

 

Thank you for your understanding and cooperation.

 

Sincerely,

 

 

LeShonn ******

Executive Resolution Office

Evine

 

CC:  Better Business Bureau


Consumer Response:

 I am rejecting this response because:

If other tv media like HSN OR QVC can do this.  So can Evine.   THEY JUST DON'T WANT TO !!!!!!!!!!!

********* *

9/12/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a bed from evine online. All through the process I marked flex-pay. After I completed my order I expected approximately $150 to come out of my account. Instead they took the full amount owed of $1000. I called and they told me I was not approved for flex pay. So they waited until they had their money to tell me this. When I call to get help they can't tell me anything. They might be able to cancel. But they will not guarantee anything. I called this morning and was told they might cancel it but it would be 3-5 business days and then up to 10 days before I get a refund. I called this evening and they said they just cant say for sure if they will cancel it or not. They are rude and dismissive. I have overdraft fees from other bills I have paid now. They do not care about doing quality honest business, just getting their money. They operate like an internet scam.

Desired Settlement: I just want a refund and hope they will not treat anyone else like this in the future.

Business Response:

Dear ******* N *******,

 

We have received your complaint from the Better Business Bureau regarding the payment terms for the Simmons BeautySleep Hedgerow Mattress Set (order# *********).  I apologize for any inconvenience this has caused.

 

During our conversation on August 30, 2016, I advised you that your account has been restricted from the value pay option and all orders would have to be placed as pay in full.  I advised you that per your request, the order for the Simmons mattress set was able to be cancelled and that you would not be charged.

 

I also advised you that we were not able to cancel the order for the mattress topper, however I would assist with the return should you decide to return it.

 

If you have any additional questions, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at ***************** between the hours of 9am-5:30pm EST, Monday through Friday.

 

Thank you for your understanding and cooperation.

 

Sincerely,

 

 

LeShonn ******

Executive Resolution Office

Evine

 

CC:  Better Business Bureau


9/10/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Dell Inspiron 15.6 Touch screen 1 Tb 8 gig notebook,for $599.99 when I got my order I received a Dell 17.3 in 500 mg and 4 gigs of ram, When I called Evine I was told by the customer service that they didn't have the correct item and that they did send me what I ordered BUT Evine had made an error and had put the one I ordered under the wrong product number so that is why they sent me the 17.3 and if I wanted to keep the 17.3 since it was for my son leaving for college that they would give me 10% off plus refund my shipping. I then told him I would leave it up to my son and he said that if I didn't want it they would send me what I originally ordered. When we turned the computer on it blue screened and said it had a hardware error. I called and talked to Crystal and was told that they indeed had the 15.6 touch screen in stock and that she was sending me a next day shipping label to return the wrong/broken notebook, she did not send a next day she sent a ground and it took a week for the return to be received. Crystal stated that once it was received they would ship me out the correct item. This did not happen. I called and talked to floor supervisor Mary and was told that yes they made a mistake BUT if I wanted the product that I originally thought I was ordering then I would have to pay $899 but she would discount it down to $859.00. They bait and switched me, if they entered them into the system wrong they should honor the price that it was originally entered as. They are asking me to pay $260.00 more then they originally had it listed for as their resolution.

Desired Settlement: I would like them to honor the price of $599.99 that it was listed at when I purchased the 15.6 touchscreen 1 TB 8 gig and not expect the customer to pay an additional $260.00. This was their mistake, when I ordered I thought I was getting a 15.6 touchscreen for $599.99 not a broken 17.3 with lower memory and lower ram. I would like my refund of $129.00 which I was told would be in my bank account by the end of the business day 8/26/16 and it has yet to arrive. I called them about this and was told it was processed and will take another 3-10 business days.

Business Response:

Dear ***** ********,

 

We have received your complaint from the Better Business Bureau regarding your order for the Inspiron 17 5759 15.6" Touchscreen Notebook 8GB RAM 1TB HDD Windows 10 Home (order# *********).  I apologize for any inconvenience this has caused.

 

During our conversation August 29, 2016, I confirmed that due to an internal error this item description and item number were set up incorrectly in our system. Because of this set up error you were sent an incorrect item. After this was brought to our attention subsequently we have corrected this information online and with the warehouse. You revealed that in the interim you have placed an order with another company for the same product. Once again I apologized for the error and the frustrations that occurred, and offered you an additional $30 Evine credit for a total of $50.

 

If you have any additional questions, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at ***************** between the hours of 9am-5:30pm EST, Monday through Friday.

 

Thank you for your understanding and cooperation.

 

Sincerely,

 

 

Bridget ******

Executive Resolution Office

Evine

 

CC:  Better Business Bureau


9/6/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Ordered a 14' **** laptop from Evine. UPS tried 3 times to deliver the item to me (signature was required) and could not catch me at home. UPS returned the laptop back to Evine. The item was received at their warehouse on 8/11/16. I called on 8/15 and was told that i had to wait 5 business days from the date of receipt for the refund to be issued. On 8/18 which was 5 business days, i called back and was told that now the issue was going to be escalated because it still had not been done and that process was going to be 2-3 business days. I called again on 8/23 and spoke to a very rude female who said that it had been processed and that the money would be back on my card on 8/25. On 8/25, i called again because it was not there. I was told that a supervisor was getting involved and that it would be processed that day. Today is 8/26 and that refund had not been processed and according to their website, there is another valu-payment due to them for that item on 9/2/16. This item was bought on their Valu-Pay system. They still do not show this item as being returned and are prepping to take another payment from me.

Desired Settlement: Refund of all charges including any shipping charges they have charged me

Business Response:

Dear ****** ******,

 

We have received your complaint from the Better Business Bureau regarding the return of the **** 14” Intel Quad-Core Notebook (order# *********).  I apologize for any inconvenience this has caused.

 

During our conversation on August 29, 2016, I advised that the UPS tracking number of ****************** does indicate that you refused the package on August 9, 2016.  I advised you that it went to a wrong address, however, being that this was no fault of yours, I issued an immediate refund to your Visa ending in 9051.

 

If you have any additional questions, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at ***************** between the hours of 9am-5:30pm EST, Monday through Friday.

 

Thank you for your understanding and cooperation.

 

Sincerely,

 

 

LeShonn ******

Executive Resolution Office

Evine

 

CC:  Better Business Bureau


Consumer Response:

 I am rejecting this response because:   Evine did not have that conversation with me.

This item needed a signature and was tried to be delivered to me 3 times.  Upon realizing that i needed to actually sign for it and could not just sign the back of the UPS slip i went into the local UPS pickup location.  I was told by UPS that the item had been returned to sender the evening before.  It was received by the sender on 8/11/16.  I called to explain the issue on 8/15/16 and was told that it would take 5 business days before i would see the  refund processing.  I called back on 8/18 and was told that nothing had been done on the warehouse end and that it would be escalated and in 3 business days the money would be refunded.  It wasn't.  I called back on 8/23/16 with still no refund and was told that it had been processed and should be there by 8/25/16 and it never happened.  It took me opening this case with BBB before any action was taken by them.  I didn't even speak to this Leshonn ****** person...someone named Sean called me from Evine to talk to me about the situation on 8/29/16.  So this response from Leshonn is a bogus lie.  That conversation never took place!


Business Response: On this rebuttal, the customer stated that she was not called by us and didn’t speak to Leshonn. Leshonn is Sean, he did speak with her and she stated this in her rebuttal. We were able to issue her a refund for this item on 8/29, which we stated in the initially letter.

9/5/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I made 2 attempts to return a Swagway Hover Board purchased from Evine. My initial return was in Decemberof 2015 and the product was then returned to me as I was told it was received after after December 31st but postmarked before such date. After months of phone calls and requesting a return I finally received an email in March of 2016 stating I can attempt to return the product again. I was finally able to return the product which is very happy and difficult for me to lift due to an illness I had suffered from. Again the product was returned to me and I was told the return time has expired despite a US CONSUMER SAFETY alert and am told to deal with Swagway direct. This is not fair in any way as I made an initial return in December of 2015 and am due a full refund. It is not my fault Evine took months to get back to me for my initial return and now I'm paying the price for not being able to return in immediately in March when Evine finally admitted there were in fact returning this product. I just called Swagway and was told I can get a new battery or a $200 credit. I don't want a new battery or $200 credit! I want the money I paid returned to me in full. A Dispappointed Customer, ********* **** ******

Desired Settlement: Full refund from Evine and to be removed from their mailing list and email distribution list.

Business Response:

Dear ********* ******,

 

We have received your complaint from the Better Business Bureau regarding your order for Swagway Self Balancing Electric Scooter w/ Built-in LED Lights (order# *********).  I apologize for any inconvenience this has caused.

 

During our conversation August 24, 2016 you had disclosed to me that you have been provided communication from our agents that you may return item, but you were never able to receive our pre-paid label. At that time I advised that I would need to follow up with the agents and have our quality control office review those calls. In our follow up conversation August 25, 2016, I stated that our quality control office confirms that you were provided misinformation about the return. It is because of this miscommunication provided by our agents we are allowing you to return the product. As soon as the package is received a full refund will be issued to the credit card you used for the order.

 

If you would like to discuss this matter further, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at ***************** between the hours of 9am-5:30pm EST, Monday through Friday.

 

Thank you for your understanding and cooperation.

 

Sincerely,

 

 

Bridget ******

Executive Resolution Office

Evine

 

CC:  Better Business Bureau


9/2/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased item # 726-203 - Journee Collection Womens Faux Suede Heeled Booties from Evine.com on 4/9/16 and was charged sales tax of $4.26. I contacted customer service via email on 7/30/16 and was told that sales tax is applied for this purchase. I know this it not the case since I live in New York and the sales tax only applies if the order is over $110. The total for this purchase was 52.25. This purchase is well under $110. Please read https://www.tax.ny.gov/pdf/publications/sales/pub718c.pdf and you will see that the sales tax does not apply to clothing and footwear. This is according to the NYS Department of Taxation and Finance website.

Desired Settlement: I would like a refund for the sales tax for this order. I hope staff and customer service are aware of this information and it does not happen in the future to me or anyone who make purchases for clothing and footwear under $110. Thank you.

Business Response:

Dear **** *****,

 

We have received your complaint from the Better Business Bureau regarding order number *********, for the Journee Collection Womens Faux Suede Heeled Booties. You brought to our attention that you were charged with tax on this order in error. I apologize for any inconvenience this has caused.

 

After doing a little research on your order it was found that we had this item set up incorrectly in our system. Due to this error you were charged $4.26 in tax, we have processed an adjustment on your order to refund the tax. Since you had this order on our ValuePay plan you will see this adjustment reflected on your next ValuePayment.

 

If you have any additional questions, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at ******************* between the hours of 9am-5:30pm EST, Monday through Friday.

 

Thank you for your understanding and cooperation.

 

Sincerely,

 

 

**** ********

Senior Supervisor Executive Resolution Office

Evine

 

CC:  Better Business Bureau


Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

8/31/2016 Advertising/Sales Issues | Complaint Details Unavailable
8/31/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My online payment posted teice and Evine said there was mothing they could do.I call that Credit Fraud

Desired Settlement: Fix the double payment

Business Response:

Dear ***** ******,

 

We have received your complaint from the Better Business Bureau regarding the online payments for your Todd English Air Fryer (order# *********).  I apologize for any inconvenience this has caused.

 

During our conversation on August 29, 2016, I advised you that we were not able to refund the additional value payment and reinstate the original due date, however I would waive your October 23rd payment of $21.99; which would leave your final value payment  of $22.01 due on November 22, 2016

 

If you have any additional questions, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at ***************** between the hours of 9am-5:30pm EST, Monday through Friday.

 

Thank you for your understanding and cooperation.

 

Sincerely,

 

 

LeShonn ******

Executive Resolution Office

Evine

 

CC:  Better Business Bureau


Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

8/25/2016 Problems with Product/Service
8/25/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was going to purchase an item, I selected value pay. I was declined value pay option and order was cancelled. I now find out that my credit was pulled. Right now I am in the middle of a financial transaction and cannot have my credit pulled. No where on there website or during the checkout process does it state that your credit will be pulled to see if you qualify for value pay. Customer arrive reps are awful. Their answer is always I can help you and pass you off somewhere else that doesn't answer phones. I did not give my consent to pull my credit.

Desired Settlement: Call from the highest level in the company to include CEO, contact all 3 credit agencies to remove credit inquiries. An apology. Changes to their website regarding value pay and credit reports. This is illegal without my consent .

Business Response:

Dear Ms. ****,

 

EVINE is in receipt of your letter to the Better Business Bureau.

 

Our records indicate that on August 14, 2016 you placed order number ********* for a 55” Samsung KU7000 Smart 4K UHD TV requesting a payment plan of six monthly payments. By requesting the ValuePay option you are agreeing to the terms and conditions of ValuePay with EVINE Live. Orders may be subject to credit approval by Evine and Evine may review credit reports to qualify customers for ValuePay.  Evine reserves the right to limit or restrict the use of ValuePay at any time. This information is on our web site at www.evine.com.

 

When using ValuePay, Evine is extending you credit because we ship merchandise to you before full payment is received.  Because of this process, Evine has a legally permissible purpose to pull a credit report as this information is intended to be used for a credit transaction. We use Equifax Information Services LLC to obtain credit report information.  We submit the customer’s name and address as it is provided to us. You were mailed a letter which explains why we are not able to extend the ValuePay option to you based on the information Equifax provided.  There is also a disclaimer on our website and on air that indicates that ValuePay is available to qualifying customers.

 

 

If you have any further questions please contact our office at ###-###-####.

 

 

Sincerely,

 

 

Kimberly ******

Credit Payment Specialist II

Evine


Consumer Response:  I am rejecting this response because:  I have watched segments where value pay is Available on an item.  The hostDOES NOT state the value pay terms, your credit will be pulled, credit is required to utilize value pay, etc.   I did not receive a letter or email stating the Blair pay option was declined.  I did not receive a letter stating the order was cancelled. What you think may be happening in communicating to customers is not.  You are correct that it is stated in air and website that value pay is available to qualifying customers.  It DOES NOT state that your credit is pulled as art of the qualification process.  I want a call from Executive Management and not be goven an 800 number to call.  Your customer knows nothing about how to resolve this and it sounds like you are one of them who doesn't either.  You need to remove the inquiry from my credit report and have someone call me.  The link you sent takes me to your website. It does not take me to any information on your website about value pay terms and conditions.  The issue is pulling of credit reports with out consent or knowledge of the consumer.   


8/23/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered the HTC Desire Eye 5.2" 4G LTE 16GB Quad-Core Unlocked Android 4.4 Smartphone w/ Dual 13 MP Cameras, item number 461-832. It was advertised as an unlocked phone and after about a month of trying to get the phone activated, It was found out that the phone is not unlocked. This phone has to be activated with AT&T service. When I called customer service in regards to returning the phone due to the "false" advertising of being unlocked, I was told it was too late to return. I was told I had to pay for the phone and I was not allowed to talk to a manager.

Desired Settlement: I believe that Evine has the responsibility to correctly advertise their products. And if for some reason they do not I believe the responsibility should be on them to make the situation fair for the customer by refunding then their money, instead of robbing them for their hard earned dollars.

Business Response:

Dear ******** *****,

 

We have received your complaint from the Better Business Bureau regarding your order for the HTC Desire Eye M910x Unlocked GSM 4G LTE Quad-Dore Phone (order# *********).  I apologize for any inconvenience this has caused.

 

I have attempted to reach you via telephone and sent an email to no avail.

 

If you would like to discuss this matter further, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at ***************** between the hours of 9am-5:30pm EST, Monday through Friday.

 

Thank you for your understanding and cooperation.

 

Sincerely,

 

 

Bridget ******

Executive Resolution Office

Evine

 

CC:  Better Business Bureau


8/17/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I placed an order, typed in my address and waited for delivery. Company shipped to an address I have not lived at for 2 years, even though I typed in correct address for shipping. (Interesting that they were able to bill my card with the correct address.) I have never received this item and USPS reflects it was finally delivered (to wrong address) 2-3 weeks later. I have called customer service 4 times. I was told they could see what happened and needed to wait for the item to be returned. They then placed my inquiry with investigations and said they would 1) call me back within 3 days; 2) a claim would be placed with investigations; 3) I would be contacted by investigations. Each person I spoke with in customer service advised they had mailed to wrong address and were sorry for the hassle. Investigations never called me, I left messages for them which also went unreturned. I was finally able to speak with investigations today who told me it was my fault and they would be "gracious" if they gave me a refund. They then said if I ever did this again, they would not be so nice about it. I advised them I typed in the correct advise and was told that I must have done something wrong and it was my fault. I was yelled at, berated, spoke to rudely, blamed for their mistake.

Desired Settlement: I would like an apology and a refund. I will then cancel my account with this company.

Business Response:

Dear ***** ********,

 

We have received your complaint from the Better Business Bureau regarding two orders that shipped to an incorrect address (order# ********* & *********).  I apologize for any inconvenience this has caused.

 

During our conversation on August 16, 2016 we discussed our policy in regards to orders that are sent to an incorrect address. I advised you that I was issuing a refund for the orders in question (********* & *********).   Please note, we may be unable to do this for future orders shipped to a wrong address, as we do not have control over the shipping address selected for online orders. I also suggested for you to log into the account online to ensure that any previous incorrect addresses have been removed, this is maintained solely by you and Evine cannot make any changes.

 

If you have any additional questions, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at b******@evine.com between the hours of 9am-5:30pm EST, Monday through Friday.

 

Thank you for your understanding and cooperation.

 

Sincerely,

 

 

Bridget ******

Executive Resolution Office

Evine

 

CC:  Better Business Bureau


Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

8/16/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I returned an item on the 12th of July, it is now August 7th. They have my item, admit to having it, however they don't process the return. They sit on your item for an indefinite time, meanwhile still charging you the payments on the item they have. I have called and emailed more than 3 times and each time get told the item will be processed the next day. That was 2 weeks ago. I want my money back! I have since returned a second item and it also hasn't been processed. The other order I received from them took 3 weeks to process and be delivered and then as I was anxiously awaiting it found out that UPS couldn't deliver it due to missing parts of my address. The service is horrible the wait times are horrible but most importantly they need to hire enough people to process a return in a timely fashion. Sitting on someones money and then continuing to charge their card is just bad business!

Desired Settlement: I want my money and I want future orders and returns handled in a timely fashion. I want good customer service and not email responses saying were sorry but not addressing or handling the issue! A good company would give a discount to services or refunds when service is this bad however not evine just another sad apology letter saying "my return will be processed" When?

Business Response:

Dear ***** *****,

 

We have received your complaint from the Better Business Bureau regarding the return of your Ethiopian Opal Ring (order# *********).  I apologize for any inconvenience this has caused.

 

During our conversation on August 10, 2016, I advised that because the Smart Label you used showed two different delivery dates (July 22, 2016 and August 3, 2016), that we would need the warehouse to investigate to confirm the item was received in our warehouse.  On August 12, 2016, I attempted to reach you to advise that the refund was issued on August 11, 2016.

 

If you have any additional questions, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at l******@evine.com between the hours of 9am-5:30pm EST, Monday through Friday.

 

Thank you for your understanding and cooperation.

 

Sincerely,

 

 

LeShonn ******

Executive Resolution Office

Evine

 

CC:  Better Business Bureau


Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

8/16/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased item number 461-177 a tritan pitcher. The pitcher has a compartment on the very top from inside that serves no purpose and its impossible to reach for cleaning purposes. after 2 weeks of using this water pitcher, I noticed despite daily wash, that spots of black mold are forming in that top compartment that was impossible to reach by hand or sponge or any cleaning product. I was horrified that my cleaning water is exposed to black mold and called evine immediately. I was sent a return label and told that the return label is valid for 30 days and I have 30 days to return it. I mailed it out less than two weeks later (well before my 30days from the day the label was issued). I didn't receive any correspondence form evine. com so I called. I was told that the item was received but has not been scanned yet. It'll be scanned and the refund will be issued next week. I never heard form them and to my surprise, the item was returned to me. I called and they said that it had arrived to their warehouse late!!!!! I explained that according to the instructions I was given it was not late and they refused to help, solve the matter or give me a refund. I'm stuck with a moldy water pitcher that I can't use and have been ripped off of my hard earned money. This is stealing!

Desired Settlement: I want them to take their faulty product back and give me my money in full. I like to have a full refund

Business Response:

Dear ***** ********,

 

We have received your complaint from the Better Business Bureau regarding the Cook's Companion] 4-in-1 Chill, Brew, Filter & Infuse 3qt Tritan Pitcher (order# *********).  I apologize for any inconvenience this has caused.

 

During our conversation on September 11, 2016, I advised you that a full refund was processed back to your PayPal account.  On September 11, 2016, the value pays that were originally charged ($12.58, $3.95, $3.95) were credited to your PayPal account.

 

It was at this time that you spoke of the treatment that you received, you stated that you were hung up on and that the person that you spoke to was not helpful. I sincerely apologize for this interaction and will personally review the calls and take any necessary actions. Thank you for your time and feedback

 

If you have any additional questions or wish to discuss the situation further, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at l********@evine.com between the hours of 9am-5:30pm EST, Monday through Friday.

 

Thank you for your understanding and cooperation.

 

Sincerely,

 

 

Lisa ********

Senior Supervisor, Executive Resolution Office

Evine

 

CC:  Better Business Bureau


Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

8/16/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a swagway hoverboard from EVINE LIVE (********** for the amount of $444.13 on January 2,2016. When I heard of the issues, I contacted Evine Live and told them don't ship the product. They told me they couldn't stop the order. I have a unit that is acting very funny and I don't trust it. My little son told me it won't charge. I took it to examine it and charged it in the garage and it seemed ok. Then he told me that was strange because when he tried to charge it in his room it didn't work and threw a spark. I don't wont a fire in my house. I am soo scared. I want a full refund on my credit card, along with a UPS call tag to send it back. I feel that EVINE should collect the refund from the manufacture in this case. If I get a fire, then this could be a disaster. Please help ASAP!

Desired Settlement: I want an immediate refund on my credit card with a UPS call tag to get this out of my house. Since this is a hazard and I don't feel safe, this could burn down my house or cause injury or death to my family. My order info from Evine* ********* **************** TOTAL VALUE $444.13 ITEM 460-005 DESCRIPTION V434598 SWAGWAY INTELLIGENT SELF BALANCE

Business Response:

Dear ***** ********,

 

We have received your complaint from the Better Business Bureau regarding your order for the Swagway Intelligent Self Balancing Electric Scooter in Red (order# *********). I apologize for any inconvenience this has caused.

 

During our conversation on August 2, 2016 I advised you that there is a voluntary recall that is offered directly though Swagway. At this time you had disclosed to me that you have been unable to reach Swagway concerning the recall information. I offered to send an email to them on your behalf and have someone reach out to you. Later that day you called and informed me that you were contacted by Swagway and was informed that a UPS label will be mailed to you to return the Swagway. You were informed the standard turnaround time is up to around 4-6 weeks to receive return label with instructions. And up to around 8-12 weeks to get the unit back after it is received. You had asked if there is any way to expedite this time. Unfortunately there is no way to expedite the turnaround time. However, for customers who opt for the $200 credit towards the newest Swagway, it would only take a few days to process. Both of these options are available.

If you have any additional questions, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at b******@evine.com between the hours of 9am-5:30pm EST, Monday through Friday

 

Thank you for your understanding and cooperation.

 

Sincerely,

 

 

Bridget ******

Executive Resolution Office

Evine


Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

8/15/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was buying a item from them using my own credit card then after I made the purchase then they sent me a email telling me that they cancel my order due to a credit check that I did not authorize for them to do it no where did they say that they need to do I feel that it should of not been done and they had no authorize from me to do it now I have a mark on my report which also knock my score down I try to talk to them about this and got no were with them it not right for a company to do this with out your OK.

Desired Settlement: I what them to clear this up with the credit bureau and have it removed from my report

Business Response:

Dear Mr. *****,

 

 

Evine is in receipt of your letter to the Better Business Bureau.

 

Our records indicate that on August 5, 2016 you placed order number ********* for two Asus 14" Notebook Bundles requesting a payment plan of six monthly payments on each. By requesting the ValuePay option you are agreeing to the terms and conditions of ValuePay with Evine. Orders may be subject to credit approval by Evine and Evine may review credit reports to qualify customers for ValuePay.  Evine reserves the right to limit or restrict the use of ValuePay at any time. This information is on our web site at www.evine.com.

 

When using ValuePay, Evine is extending you credit because we ship merchandise to you before full payment is received.  Because of this process, Evine has a legally permissible purpose to pull a credit report as this information is intended to be used for a credit transaction. We use Equifax Information Services LLC to obtain credit report information.  We submit the customer’s name and address as it is provided to us. You were mailed a letter which explains why we are not able to extend the ValuePay option to you based on the information Equifax provided.  There is also a disclaimer on our website and on air that indicates that ValuePay is available to qualifying customers.

 

 

If you have any further questions please contact our office at ###-###-####.

 

 

Sincerely,

 

 

 

 

** ******

Credit Payment Specialist


Business Response:

Dear Mr. *****,

 

 

We are in receipt of your letter to the Better Business Bureau. It appears that our previous communication with you did not explain the issue as well as you would have liked.

 

When order number ********* was placed online, you requested to use our ValuePay option, and you agreed to the terms and conditions of ValuePay with Evine. Orders may be subject to credit approval by Evine and Evine may review credit reports to qualify customers for ValuePay. There is a disclaimer on our website and on air that indicates that ValuePay is available to qualifying customers.

 

Evine reserves the right to limit or restrict the use of ValuePay at any time. This information is our web site at www.evine.com. When you are placing your order online and chose the ValuePay option there is a “What is ValuePay” icon which you can click on for more information. A disclaimer is also listed under “Terms of Use.”

 

 

If you have any further questions please contact our office at ###-###-####.

 

 

Sincerely,

 

 

 

 

L. O’****

Credit Payment Specialist II


Consumer Response:  I am rejecting this response because: I did not ask for a credit card from them I gave them my credit card for the items that what they ask for I never gave them the OK to check my credit when I was using my credit card I did not sign for them to do a credit report and it looks like they are going to keep saying I did ask them to do that and it looks to me that they don't care what they did which makes me to have to file a report with the Fair Credit Act and if I understood them that this company may have to pay a fine for in proper credit checks with out the way it is to be done now all I'm asking is that they have it remove from my report that all I want them to do and if they will do it then I will drop the complaint and if they not willing then I will continue to file with the F C A. Thank you again for your help Your ****** ***** 


8/15/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My credit card was lost and I had a new card issued. I updated my payment information on there website. I have two items that I ordered on payments. One is being paid while the other was not updated. I got a message that I needed to update each one, so I tried and the company locked me out from changing my payment method, they call me several times a day and when I answer and wait on the line they NEVER come to the phone!!! This is harassing collection methods. So I wrote an email several times asking the company to unlock my account so I can pay it off. They refused and told me I need to call them. When I call they leave you on hold for 10-15 mins. I don't have that much time to wait for them!!! I'm the customer. It's a simple fix that this company has made impossible to make a $22 payment!!! Instead they rather play games and harass me daily!!! This type of business is unexceptable!!!!!!!! They are mad because I don't have time to play their collection games!!! All over $22!! There is a simple solution that they fail to honor!

Desired Settlement: My account unlocked so I can pay

Business Response:

Dear Mr. ********,

 

 

EVINE Live is in receipt of your letter regarding concerns you have on your account. 

 

Our records indicate on June 19, 2016 the installments on your ValuePay became due for order number *********. We do show that you went online July 3, 2016 and updated your credit card information on the Invicta TI-22 watch, however you did not update the new credit card information on the Invicta Pro Diver watch. Unfortunalty, your card declined the charges for these payments. Our Reauthorization Department made several attempts to contact you via the phone number we have on file and were unsuccessful in reaching you.

 

Your account is now with our collection vendor Central Credit Services, they did attempt to reach out to you on August 2, 2016 and when they advised why they were calling you disconnected the call. At this time the full balance of $84.89 is due and payment arrangements can be made by calling Central Credit Services at ###-###-####.

 

If you have any further questions please contact our office at ###-###-####.

 

 

Sincerely,

 

 

 

L. ******

Credit Payment Specialist II

 

CC: Better Business Bureau

8/12/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: June 6,2016 Evine withdrew $590.33 deposit for television purchase. Did not deliver tv on either of 3 dates promised. Finally delivered damaged tv-broken screen-on June 17. Requested to speak to manager on each contact but was never allowed to speak to one. Manager who identified herself as Cathy eventually called me back on June 22. The tv was sent back on June 23. Evine did not return my deposit. On July 5, Evine withdrew an additional $205.31 from my account for the damaged tv they delivered to me and which was returned via of Evine's process. This is after I've explained to manager Cathy the financial and emotional loss I suffered in bringing family members together from other states to memorialize our deceased father on Father's Day with videos and pictures on the tv. She clearly did not keep her promise to personally follow up with my situation.

Desired Settlement: Refund all money withdrawn from my account towards purchase of the television immediately--preferably with interest.

Business Response:

Dear ****** *******,

 

We have received your complaint from the Better Business Bureau regarding the return of your Samsung 65” 4K TV (order# *********).  I apologize for any inconvenience this has caused.

 

I have attempted to reach you via telephone and email to no avail.

 

If you wish to discuss this matter further, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at ***************** between the hours of 9am-5:30pm EST, Monday through Friday.

 

Thank you for your understanding and cooperation.

 

Sincerely,

 

 

LeShonn ******

Executive Resolution Office

Evine

 

CC:  Better Business Bureau


8/8/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have purchased over a dozen products from this company advertising on air, with ten or more being Invicta watches. One of the watches I purchased, an Ocean Ghost 47mm Automatic, was advertised as all were to be warranted for a year, with an extension to 5 years if the watch is registered. Given 6 months to pay for the watch I purchased and have enjoyed it immensely, with no complaint whatsoever with the quality of any of the products I have bought from Evine. This particular watch however, purchased in November of 2015, completely payed for in June of this past year, then fell off my arm; the factory-installed link that attached the clasp hinge to the rest of the bracelet having failed. I immediately called Evine, then Invicta itself, when directed to do so, for resolution. I was offered an opportunity to purchase another bracelet, seeing as how, according to the Invicta rep., the bracelet was "only warranted 30 days," something that is not represented by Evine's presentation. The Invicta rep also told me, quite frankly, I might add, that this particular bracelet was one of the "cheapest," contrary to the continued advertisement of Tim Temple, Invicta Ryan and Justin, how the quality of these surgical steel bracelets are top of the industry, in so many words, When the rep would not relent, I returned to Evine for their handling and sale to me of Invicta products, asking them to resolve this matter with their vendor. One of their supervisors, Peter ****, took up the mantle to do just that, very respectfully, I might add. He called me back however, telling me that he was "surprised to find out that the clasp itself was only warranted for 15 days." Mr. **** assured me he would continue to look into bridging the gap in this disparity and discrepancy in advertised policy versus actual warranty (characterization; my words). That has been over a month now and repeated calls by me to reach him have resulted in his associates saying they would email him to call me, but also telling me, in their personal opinions, he has done all he can do.

Desired Settlement: The watch is fine, the bracelet is even fine, ultimately; all I need is the clasp hing with the permanently affixed hing and I can re-attach the bracelet and enjoy wearing the timepiece. Should that fail, replacing the watch will suffice.

Business Response:

 

Dear ****** ******,

 

We have received your complaint from the Better Business Bureau regarding a replacement clasp for your Invicta Men’s Ocean Ghost Diver (order# 107094864).  I apologize for any inconvenience this has caused.

 

During our conversation on August 3, 2016, you advised me that Invicta had advised you that the clasp was only covered by a 15-day warranty and that being the invoice date for your order was November 27, 2015, this warranty had expired.   I advised you that I would contact Invicta on your behalf and ask if anything could be done to assist you.  On August 4, 2016, I attempted to contact you and left you a voicemail advising that Invicta had stated that, as a courtesy, they would be sending you a replacement clasp.

 

If you have any additional questions, please contact me directly via telephone at 952-852-8823 or 1-800-747-4178 or via email at ***************** between the hours of 9am-5:30pm EST, Monday through Friday.

 

Thank you for your understanding and cooperation.

 

Sincerely,

 

 

LeShonn ******

Executive Resolution Office

Evine

 

CC:  Better Business Bureau

Tell us why here...

Consumer Response:

Better Business Bureau:
I did receive messages both from Mr. ****** at Evine and a rep from Invicta, saying that a replacement clasp is being sent to me by mail.

I will look forward to receiving the item and will attempt to repair the watch myself, as I feel certain I can do, provided the clasp is identical

and the factory-affixed link matches up to the existing links of the bracelet. If all goes well that will be the end of the matter as far as I'm concerned.

Thank you for always well-representing the "government that God has ordained" and that the Bible rightly proclaims, "is no terror to God's people."

 

As an aside, I have always gotten good service when I unfortunately had to call on the BBB for assistance, as I have also been treated well by the

IRS, even when the issue was my fault. More times than not, however, there turned out to be an error in my favor. Praised the Lord for that, and for

entities like yourself that DO protect and serve the public trust.  

Reverend Dr. ****** *** ******

 

 

 

 

 

 

8/8/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I order three expensive items from Evnine. They were to come to my shipping address at my residence which has been on record for over 10 years. I was notified by a business in another state that they had received my package. My shipping address is ** ****** *****, Ringgold, GA 30736. I have spoken to Evine customer service four times. Each time they said they could do nothing and advised me to contact UPS and the Postal Service, which I did. UPS and the Postal Service advised that Evine would have to arrange for the package or packages to be picked up from the wrong address and sent to the correct one. Evine totally will not resolve this. I have paid per credit card and I assume I will never receive my merchandise. This is totally unacceptable.

Desired Settlement: To received what I ordered at my proper address. I shouldn't have to drive to another state and pick it up myself.

Business Response:

Dear ****** *********,

 

We have received your complaint from the Better Business Bureau regarding orders that were sent to an incorrect address. The first order for the Patricia Nash “Chieti” leather refillable planner with built in card holder (order# *********). The second for the Patricia Nash “Vinci” leather refillable journal with built in paper (order# *********). The third for the Patricia Nash “Alessia” signature studded tote (order#*********). I apologize for any inconvenience this has caused.

 

During our conversation on July 28, 2016 I advised you that since you stated that our website had your correct address during order placement, I was issuing a refund for two of the orders in question (order# ********* & *********). Please note, the online address book is maintained solely by our customer, and we do not have control over the shipping address selected for online orders.  As we discussed, if you wanted to re-place a new order for the product you did not receive we would match the same price and terms. I also suggested for you to log into your online account to ensure that any previous incorrect addresses have been removed. After looking at the third order (*********) is was confirmed that it is set to ship to your correct address.

 

If you have any additional questions, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at ***************** between the hours of 9am-5:30pm EST, Monday through Friday

 

Thank you for your understanding and cooperation.

 

Sincerely,

 

 

Bridget ******

Executive Resolution Office

Evine

8/6/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: have issue with this online shopping co. because I call in an order for some skin care on anti-aging on 07/10/16.i spoke with an live agent and she process my order and she ask me did I want flex pay I said yes..(..that's the only way iam able to shop is with flex pay).I received my order yesterday 07/20/16....and they have charge my credit card full price for each item. separate.but send them all together.....when I called customer service to find out what happen to my flex pay..monthly payments. I was told oh your flex pay was cancel.and she couldn't tell me why so they took it upon themselves to charge my credit card full payments without letting me know they did so. that should have been my choice if I wanted too or not because the only reason I order was because I could have flex pay. I am returning it back to them I want them to return my money back to my credit card. I should not have to pay shipping cost..because they didn't gie me a choice....I also ask why I have to always pay double shipping charges they charge you shipping charges when they send your order some merchandise is terrible the dollar stores out do them and you send it back I have to pay the postal service to send packages back to them and they deduct shipping charges from my down payment that don't seem fair I ask customer services she got real smart and laugh at me and said this is our policy and the way we do things..i shop qvc and hsn and zully and macy etc. no one else charges double shipping charges. I feel they are crooked I will never shop with them again I just want all of my money return to my debt card...I have a few flex payments that I have to finish paying I believe then I will delete them they are not fair....low down

Business Response:

Dear ******* *****,

 

We have received your complaint from the Better Business Bureau regarding three separate orders. The first order was the Consult Beaute Regenerol Cream, Concentrate & Exfoliating Facial Discs Trio (order# *********). The second for Consult Beaute Caps for Skin, Hair & Nails (order# *********). And the third for the Consult Beaute Volumizing Neck Cream (order# *********).  I apologize for any inconvenience this has caused.

 

During our conversation on July 25, 2016 we discussed that your account is no longer eligible for ValuePays and the orders were processed as payment in full. I advised that return time frames are generally processed 5 to 7 business days. I stated that I will keep track of this return to ensure that a full refund is processed to credit card of file for these orders.

If you have any additional questions, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at ***************** between the hours of 9am-5:30pm EST, Monday through Friday.

 

Thank you for your understanding and cooperation.

 

Sincerely,

 

 

Bridget ******

Executive Resolution Office

Evine

 

CC:  Better Business Bureau


8/5/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On Friday, July 29, 2016, I called this establishment to let them know that they had sent my deliveries to my old address, **** ********** **. instead of my new address of **** ***** *** The customer rep. transferred me to someone could help me, because she was unable to do so. She transferred me to a Bridgett, who was very, very rude and unprofessional. advised her of the situation, she told me that they are not responsible because I should have checked the address??? WHAT??? I had called about 2-3 months earlier to do a change of address for me. No, I didn't look at the delivery address because I thought the lady had changed my information. If she had done what I requested her to do, then we wouldn't be here. So, they want to punish me for their customer service rep. dropped the ball...NOT. So I called UPS to see if there was anything they could do to help me. They could not help me and advised that it was the company's (Evine) duty to try to resolve the issue with me since they were the senders. Called ms personality (Bridget) back, to advised her what UPS had told me to do, which is what I did. Once again she acted like an unprofessional, rude, beast, to the point that I just hung up on her, as I did a couple of times. So here I go back to UPS, in which they advised of the same thing, they could n't help but try the vendor again, which I did. Here we go again, spoke with ms personality, but this time she told me that there was nothing they could do because I had signed for it...LIES. After checking I found out that THERE WAS NO SIGNATURES Required , I called UPS again so I could verify that there were no signatures on their delivery and as a matter of fact one delivery they left it on the front porch and the second delivery was left at the side door, so I don't know where she thought I had signed for them. So the last call I made I asked the guy from UPS to let her know , by conference call, for the packages that was delivered, that there was no signatures and to ask her to do a return so that they, UPS, could go pick the packages up and they would deliver it to me at the new address. On Saturday, July 29th, my daughter and I went to the old address to retrieve the packages, however, no one answered the front door, nor at the side door. My daughter left a note on their door to call me and we would come back to get the packages. To this day I have not heard anything from the theifs that kept my packages.. Oh keep in mind, they were outside in the back, dogs barking like mad, as they drank their beers, so they had to hear us, but no response. All of these problems that I don't need, Been in the hospital for two months and thought I would order me some new sheets.But best believe,it will not happen again, because I do not want to talk with Bridget. If she acted like that working for any government job, SHE WOULD BE OUT THE DOOR. I had five sheet sets that the thiefs are sleeping on all because I couldn't get a return label printed so UPS could deliver at my new address. Also, I do not see where I should pay for something (sheets) that I don't have so if you can refund my monies that I put down on the sheets and call it quits. And do not charge me for any deliveries or taxes. I 've gone to the old address, as ms personality advised me to do after getting out of the hospital trying to track down some sheets. My daughter and I didn't know these folks, we could have been in danger tracking packages, while they are back there tanning and getting drunk, all because she would not print a return label. RESOLUTION: Refund all my money, including shipping and taxes. I do believe that they should give me some gifts cards, or something for all of the trouble I went thorough. Send Bridget to some kind of training, because I am sure EVINE does not want anyone representing your company with a horrible, unprofessional, rude disposition. Hopefully we can come to some resolution, because I've been shopping with your company for A LONG TIME. Have spent plenty of money with you, just had a bad experience. The item number is ******** order number *********, queen size, colors, yellow, peach, lavender, mocha and blue. six piece sets. the new sheets , and the other delivery they left at the side door

Desired Settlement: Business owes me a apology, need bill adjusted and send me more sheets, equal to the ones I ordered.

Business Response:

Dear ***** ****,

 

We have received your complaint from the Better Business Bureau regarding orders that were sent to the wrong address.  I apologize for any inconvenience this has caused.

 

On July 29, 2016 you spoke with Bridget from our office regarding several orders (*********, *********, *********, ********* and *********). During that conversation it was found that these orders were placed through your online account, which is maintained solely by you. With this being said, Evine does not have the ability to update and/or remove addresses on your online account and is therefore, your responsibility to do so.

 

After further review of the situation, we discovered through tracking of these shipments (tracking numbers ****************** and ******************) that the delivery address was changed via UPS MyChoice, which would solely be controlled by you. As the delivery address for both shipments was changed via UPS MyChoice, we are unable to file a claim and recommend you contact UPS to assist further.

 

Thank you for your understanding and cooperation.

 

Sincerely,

 

 

Lisa ********

Executive Resolution Office

Evine

 

CC:  Better Business Bureau

 


Consumer Response:

 I am rejecting this response because: As I told your Secretary, I had called about 2-3 months earlier and spoke with one of your cs rep. And as I stated in my original complaint, IT IS NOT MY FAULT OR MY PROBLEM if YOUR employee did not handle a simple request, well I don't know what to say but, maybe you need to send your side kick and your cs reps. to LEARN HOW TO TREAT CUSTOMERS FROM HSN OR QVC because they don't have  people like  your employees.  BUT IT IS UNFORTUNATE THAT YOU DON'T HAVE THOSE TYPE OF EMPLOYEE.

 

As I stated before. All I want is all of my money back that I PUT DOWN on the sheets, plus shipping and handling, and that will be fine. due to the

fact that your employee did not do the change of address , as I requested and the rude unprofessional treatment from your secretary. which was unacceptable. I DID FIND OUT THAT THIS COMPANY HAS QUITE A FEW COMPLAINTS...

Business Response:

Dear ***** ****,

 

We have received further correspondence from the Better Business Bureau regarding orders that were sent to the wrong address. It appears that our previous communications with you did not explain the issue as well as you would have liked.

 

When using UPS MyChoice you have the option to choose or change your delivery address until the package states delivered. Unfortunately this delivery address was changed via UPS MyChoice, which is controlled solely by you. We apologize but due to this information we are unable to assist you any further, we would suggest contacting UPS for assistance.

 

We appreciate your understanding in this matter.

 

Sincerely,

 

 

Lisa ********

Executive Resolution Office

Evine


8/5/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Hoover Board for my grand daughter as a Christmas Gift back in Decemeber from Evine. I purchased this product with a warranty because I have seen in the news that there have been some issues with the product. I received the Segway in time for Christmas I charged it up as stated as I should and read all the directions in it's entirety. I noticed that the Segway would shake with stepping on and off of it. I called Evine explained the problem to them and asked if I could exchange the product for me. I was told that because this product is sold out the can not exchange it only offer a refund to me. I did not want to return the product I stood the representative that I would try to see if I could find a way to fix this product on my own. After a month or so if trying to see if any local repair shops could fix the problem I decided to exercise the warranty I purchased and have the company repair it. I contacted Evine on steps on redeeming the warranty. The warranty is under the manufacturer of the Segway and I would have to contact them directly. I contacted the manufacturer who stated to me that they do not have a warranty on this product but they will pass my information on to a manager and they will call me back. I tried to hold for a manager but they insisted that someone would have to call me back. I waited for a call back and never heard from a manager from the manufacturer. I contacted Evine about the warranty and informed them that the manufacturer I purchased the warranty will not honor it. The representative from Evine stated that they have nothing to do with the warranty and I have to speak to them directly. They will put in a request for someone to follow up with me but they are not directly involved. Since then I have not received a call from the manufacturer or anyone from Evine. I purchased this product from Evine and it is very disappointing to me that will not take responsibility for the comapanies they work closely with. If I purchased a warranty for a product I expect it to be honored or some type of resolution.

Desired Settlement: I am looking to either have this item repaired as stated in my warranty or the cost refunded to me in full.

Business Response:

Dear ****** *****,

 

We have received your complaint from the Better Business Bureau your Orbit Hover Board (order# *********).  I apologize for any inconvenience this has caused.

 

During our conversation on July 13, 2016, I advised you that I would have the warranty department contact you to assist.  On July 18 and 21st, I attempted to reach you to confirm that the warranty department had reached you, as they had advised that they had spoken to you on July 13 and that they were assisting you.

 

If you have any additional questions, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at ***************** between the hours of 9am-5:30pm EST, Monday through Friday.

 

Thank you for your understanding and cooperation.

 

Sincerely,

 

 

LeShonn ******

Executive Resolution Office

Evine

 

CC:  Better Business Bureau

8/2/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Evine live offers Value Pay and 30 day returns. The returns ALWAYS get lost in the warehouse and never get credited and also leave them on your value pay account for at least two months and do not refund charges that have been made to your credit card and they are sure to leave these charges on your value pay account at least an additional month and DO NOT refund those additional charges to your credit card . SOmetimes it shows that you have paid 20.00 for the item and they refund you only 60 cents . They say they charge for shipping both ways but alot of the times you ahve received free shipping on the goods yet when you make the return they charge you for what was supposed to be free shipping. My value pay charged to my evine live credit card shows I owe 391.00 but my credit crd statement from evine live shows 697.00 . The purchased items are also advertised as NO INTEREST when you use your evine live credit card .

Desired Settlement: I hope to get refunded on shipping, and items I have returned that have never been accounted for . AND a reasonable explanation of the overcharges on my billing from evine live credit card

Business Response:

Dear ***** *****,

 

We have received your complaint from the Better Business Bureau regarding our return process.  I apologize for any inconvenience this has caused.

 

During our conversation on July 25, 2016, I explained our return process and advised when a customer returns an item, the original shipping and handling is not refunded and that this information can be found on the return form.  I advised that when a customer uses the Smart Label to return an item, there is a fee that is deducted from the refund amount and that this information is also listed on the Smart Label. 

 

In regards to the billing of your Evine Credit Card statement, per our conversation on July 18, 2016, I had advised you that I did not have access to your statement but would have a supervisor from the cardholder, Synchrony Bank, contact you to assist with your statement. 

 

If you have any additional questions, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at l******@evine.com between the hours of 9am-5:30pm CST, Monday through Friday.

 

Thank you for your understanding and cooperation.

 

Sincerely,

 

 

LeShonn ******

Executive Resolution Office

Evine

 

CC:  Better Business Bureau

Consumer Response:  I am rejecting this response because:

Because it is untrue they do not want to accept any responsibility for the overcharges in shipping and handling and are using Synchrony Bank as a scapegoat for issues they will not deal with and they were supposed to review purchases and they have not nor have they gotten back with me They also were pushing me to say the issue is resolved which it is not

Business Response:

Dear ***** *****,

 

We have received further correspondence from the Better Business Bureau regarding our return process.  I apologize for any inconvenience this has caused.

 

As stated previously, our return process was explained to you. 

 

In regards to the billing of your Evine Credit Card statement, Synchrony Bank advised that they had spoken with you in regards to this on July 20, 2016 and copies of your billing statements were mailed on July 22, 2016.

 

If you have any additional questions, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at l******@evine.com between the hours of 9am-5:30pm CST, Monday through Friday.

 

Thank you for your understanding and cooperation.

 

Sincerely,

 

 

LeShonn ******

Executive Resolution Office

Evine

 

CC:  Better Business Bureau

 

7/30/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an order with Evine Live on 06/20/16 with a delivery date of 06/27/16, I did not recieve my item, I contacted customer service who informed me that I would receive my item by 06/29/16, again it never came. On 07/08/16 I called customer service to tell them to cancel my order, I was informed that I was not able to cancel my order, Customer Service stated that my order was processed (another word for we charged your account) so they could not cancel my order. I asked for a delivery or shipping date and was told I am sorry but we don't have that. This is not acceptable I will never do business with this company again. Order #*********

Desired Settlement: I want this order cancelled and my money returned to my account.

Business Response:

Dear ****** ****,

 

We have received your complaint from the Better Business Bureau regarding the order status for the Adrienne Vitadini 17” East West Fashion Laptop Top (order# *********).  I apologize for any inconvenience this has caused.

 

I have attempted to reach you via telephone and email to no avail.

 

If you wish to discuss this matter further, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at *****************  between the hours of 9am-5:30pm ST, Monday through Friday.

 

Thank you for your understanding and cooperation.

 

Sincerely,

 

 

LeShonn ******

Executive Resolution Office

EVINE

 

CC:  Better Business Bureau

7/16/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I have notified this company 50 times since may of 2015 verbal and emails. I and avery sick senior citizen and disabled I am in and out of hospital all the time. I have to order thing on line or via phone. Even my groceries. I have followed all the proper guidelines to either get my products or refund. Many different phone numers and email addresses. I received a email denying my refund or replacement. More services NewReplyMore reply commands DeleteArchiveJunkMore junk commands SweepMove to Categories More commands UndoSkypeOptions ********* ***** ********@hotmail.com Search email Show/hide folders Folders Refresh Show/hide folders Inbox 70 car tag and taxes Relocation for me Archive Junk 32 Drafts Sent Deleted aarp specials 3 Show/hide folders affordable senior hous Elgin I low income housing in burlingt alumni school appeals and complaint auto care and wash 1 bank bills blue cross blue shield info 2 Show/hide folders career Show/hide folders resume and cover ltr chris things to do 1 Show/hide folders catolog online for products Show/hide folders ********* appointments Show/hide folders clinical trials computer 4 elder care prog for low income 3 charities ********* files coops csa farmers markets coupon or discounts 30 Show/hide folders court discount clubs 1 crafts 1 credit reports and disputes cr cs church dentist or doctors Discount food coupons donut hole prescription asst Family and friends fibromiagilia food and resturants 33 fraud orders free coupons to use free for bday Show/hide folders free stuff i am listed on pw big people comfort 15 getting my house done 10 grouper settlement hair styles health 13 hoarders and organization holistic medicine and healing Hp hydrotherapy center Show/hide folders important info 4 social security 2 important things for chris 1 Show/hide folders insurance bills and notes 1 inspirations and prayers 3 Show/hide folders j k ****** doc juice or winery 4 kids pics laughs legal mayo clinic trials mental health appt Mimi cafe coupons misc moms trips 22 my health links 3 new years and christmas news items and paper news 1 old friends past order on line possible 7 Paleo Diet passwords paypal personal personal ent photos and videos polish community polish in north carolina possible tv fix or purchase purchases recipes 22 refunds and credits online pur Relocation Show/hide folders reverse mortgage sales for the week rosemary information shadow sigon singles club outings from Burl 3 Skype Show/hide folders Social media family and friends st farm info tickets saved trinity rob, char,vic,lina,eri weight loss methods Y! Conversations yahoo info and kids New folder Show/hide categories Categories Bills ********@yahoo.com Family Important Shopping New category Arrange by View: All 6/24/16 Verify@DonotCall.gov National Do Not Call Registry - Your Registration Is Confirmed? 6/24/16 Verify@DonotCall.gov National Do Not Call Registry - You Are Not Registered? 6/24/16 Verify@DonotCall.gov National Do Not Call Registry - You Are Not Registered? 6/22/16 Loss Prevention RE: Regarding Case ********? 6/18/16 Penzeys Spices Please read!—Our best email in months.? 6/17/16 TCBY Free FroYo For Dad!? 6/16/16 Sunburst Superfoods A Delicious and Healthy Shake for Dad + Save 15%!? 6/16/16 Loss Prevention Case ********:"Order Status"? 6/02/16 Josh F Forwarded Regarding Case ********? Page 1 of 1 Go to First page Previous page Next page Last page Previous messageNext messageFull view RE: Regarding Case ********? RE: Regarding Case ******** Lossprevention@evine.com 6/22/16 To: ********@hotmail.com Dear Christine, I do apologize for any inconvenience that may have caused you in regard to missing packages. It looks like the order for the smart phone was place on Dec 2015 and was shipped to you on Dec and shows delivered to your address on Dec 17 of 2015. I do see you didn't reported for the missing package until May of 2016 which is over 45 days for the ship date. Unfortunately this claim was denied upfront because of the time frame unable to investigate for your missing package. in regard to your order for deadliest catch item that order was placed with us on June of 2015, same reason you didn't reported to us for the missing package until May of 2016, almost 1 year later, because of the time frame we are unable to investigate with carrier. so both claims has been denied upfront. Thank you Afifa --------------- Original Message --------------- From: ********* ***** [********@hotmail.com] Sent: 6/21/2016 9:00 PM To: lossprevention@evine.com Subject: RE: Regarding Case ******** This issue has gone ontoo long you are fast to get my money but to review non received items for refunds I have sent 10 emails and numerous phone calls what are you people going to do about these issues? ********* ***** ******###-###-#### From: ********@hotmail.com To: lossprevention@evine.com Subject: FW: Regarding Case ******** Date: Thu, 16 Jun 2016 01:16:39 -0400 Please help me regarding this long going issue. I never received either of these products from your company. Why is it taking so long to resolve these issues. I am a very sick disabled senior citizen and do not have the strength to keep on going over these issues. I need my money or items sent to me. I am getting sent around in circles with no resolution. Please help me!********* ***** ********** ***** ********* *****Burlington, NC 27217-8749************ Date: Thu, 2 Jun 2016 14:49:06 +0000 From: customerservice@evine.com To: ********@hotmail.com Subject: Regarding Case ******** Dear ********* ***** ******, Thank you for your email. We apologize for the issues you experienced with the delivery of order ********* & ********* for the Tracfone 5.5" ZTE Quartz Android Smartphone w/1200 Minutes, Texts, Data & Accessories and the Deadliest Catch (3.5 lbs) Premium Wild Alaskan Sockeye Salmon Filets. Our records indicate that EVINE Live's Claims Department is currently investigating your claim. Unfortunately, EVINE Live Customer Service does not have access to your delivery claim information. Please contact our Claims Department via email at lossprevention@evine.com or by calling ###-###-####. This number transfers directly to a voicemail so we ask that you leave a message and a Claims Specialist will contact you within 48 business hours. Calls are returned between the hours of 9am and 5pm EST. Sincerely, Josh Customer Service Team Representative EVINE Live ============================ Please do not delete this section: Email_Id: ============================ ref:_*********._50040wsrFO:ref © 2016 Microsoft Terms Privacy & cookies Developers English (United States)

Desired Settlement: No one should be about to take peoples money when we disabled senior citizen living on fixed incomes I protest. And I have a bad heart also. No one ever returns a phone call only emails and never hear your total story. Please help me. More services NewReplyMore reply commands DeleteArchiveJunkMore junk commands SweepMove to Categories More commands UndoSkypeOptions********* ***** ********@hotmail.com Search email Show/hide folders Folders Refresh Show/hide folders Inbox 70 car tag and taxes Relocation for me Archive Junk 32 Drafts Sent Deleted aarp specials 3 Show/hide folders affordable senior hous Elgin I low income housing in burlingt alumni school appeals and complaint auto care and wash 1 bank bills blue cross blue shield info 2 Show/hide folders career Show/hide folders resume and cover ltr chris things to do 1 Show/hide folders catolog online for products Show/hide folders ********* appointments Show/hide folders clinical trials computer 4 elder care prog for low income 3 charities ********* files coops csa farmers markets coupon or discounts 30 Show/hide folders court discount clubs 1 crafts 1 credit reports and disputes cr cs church dentist or doctors Discount food coupons donut hole prescription asst Family and friends fibromiagilia food and resturants 33 fraud orders free coupons to use free for bday Show/hide folders free stuff i am listed on pw big people comfort 15 getting my house done 10 grouper settlement hair styles health 13 hoarders and organization holistic medicine and healing Hp hydrotherapy center Show/hide folders important info 4 social security 2 important things for chris 1 Show/hide folders insurance bills and notes 1 inspirations and prayers 3 Show/hide folders j k ****** doc juice or winery 4 kids pics laughs legal mayo clinic trials mental health appt Mimi cafe coupons misc moms trips 22 my health links 3 new years and christmas news items and paper news 1 old friends past order on line possible 7 Paleo Diet passwords paypal personal personal ent photos and videos polish community polish in north carolina possible tv fix or purchase purchases recipes 22 refunds and credits online pur Relocation Show/hide folders reverse mortgage sales for the week rosemary information shadow sigon singles club outings from Burl 3 Skype Show/hide folders Social media family and friends st farm info tickets saved trinity rob, char,vic,lina,eri weight loss methods Y! Conversations yahoo info and kids New folder Show/hide categories Categories Bills ********@yahoo.com Family Important Shopping New category Arrange by View: All 6/24/16 Verify@DonotCall.gov National Do Not Call Registry - Your Registration Is Confirmed? 6/24/16 Verify@DonotCall.gov National Do Not Call Registry - You Are Not Registered? 6/24/16 Verify@DonotCall.gov National Do Not Call Registry - You Are Not Registered? 6/22/16 Loss Prevention RE: Regarding Case ********? 6/18/16 Penzeys Spices Please read!—Our best email in months.? 6/17/16 TCBY Free FroYo For Dad!? 6/16/16 Sunburst Superfoods A Delicious and Healthy Shake for Dad + Save 15%!? 6/16/16 Loss Prevention Case ********:"Order Status"? 6/02/16 Josh F Forwarded Regarding Case ********? Page 1 of 1 Go to First page Previous page Next page Last page Previous messageNext messageFull view RE: Regarding Case ********? RE: Regarding Case ******** Lossprevention@evine.com 6/22/16 To: ********@hotmail.com Dear Christine, I do apologize for any inconvenience that may have caused you in regard to missing packages. It looks like the order for the smart phone was place on Dec 2015 and was shipped to you on Dec and shows delivered to your address on Dec 17 of 2015. I do see you didn't reported for the missing package until May of 2016 which is over 45 days for the ship date. Unfortunately this claim was denied upfront because of the time frame unable to investigate for your missing package. in regard to your order for deadliest catch item that order was placed with us on June of 2015, same reason you didn't reported to us for the missing package until May of 2016, almost 1 year later, because of the time frame we are unable to investigate with carrier. so both claims has been denied upfront. Thank you Afifa --------------- Original Message --------------- From: ********* ***** [********@hotmail.com] Sent: 6/21/2016 9:00 PM To: lossprevention@evine.com Subject: RE: Regarding Case ******** This issue has gone ontoo long you are fast to get my money but to review non received items for refunds I have sent 10 emails and numerous phone calls what are you people going to do about these issues? ********* ***** ******###-###-#### From: ********@hotmail.com To: lossprevention@evine.com Subject: FW: Regarding Case ******** Date: Thu, 16 Jun 2016 01:16:39 -0400 Please help me regarding this long going issue. I never received either of these products from your company. Why is it taking so long to resolve these issues. I am a very sick disabled senior citizen and do not have the strength to keep on going over these issues. I need my money or items sent to me. I am getting sent around in circles with no resolution. Please help me!********* ***** ********** ***** ********* driveBurlington, NC 27217-8749###-###-#### Date: Thu, 2 Jun 2016 14:49:06 +0000 From: customerservice@evine.com To: ********@hotmail.com Subject: Regarding Case ******** Dear ********* ***** ******, Thank you for your email. We apologize for the issues you experienced with the delivery of order ********* & ********* for the Tracfone 5.5" ZTE Quartz Android Smartphone w/1200 Minutes, Texts, Data & Accessories and the Deadliest Catch (3.5 lbs) Premium Wild Alaskan Sockeye Salmon Filets. Our records indicate that EVINE Live's Claims Department is currently investigating your claim. Unfortunately, EVINE Live Customer Service does not have access to your delivery claim information. Please contact our Claims Department via email at lossprevention@evine.com or by calling ###-###-####. This number transfers directly to a voicemail so we ask that you leave a message and a Claims Specialist will contact you within 48 business hours. Calls are returned between the hours of 9am and 5pm EST. Sincerely, Josh Customer Service Team Representative EVINE Live ============================ Please do not delete this section: Email_Id: ============================ ref:_*********._50040wsrFO:ref © 2016 Microsoft Terms Privacy & cookies Developers English (United States)

Business Response:

Dear ********* ***** ******,

 

We have received your complaint from the Better Business Bureau regarding non receipt of two separate orders. The first being for the Deadliest catch 3.5 lbs. wild Alaskan Sockeye Salmon filets (order# *********). And the second order the Tracfone ZTE quartz Andriod Smartphone (order# *********).  I apologize for any inconvenience this has caused.

 

During our conversation on June 30, 2016 we discussed our policy in regards to orders that are not received by our customers. The tracking information for the Deadliest catch shows that the package was received and signed by you on June 18, 2015. The tracking information for the Tracfone shows delivered to you on December 17, 2015. According to the records in our claims department they did not receive any correspondences of the non-receipt of these packages until May 2016. As discussed all claims must be reported within 45 days of the invoice date. Delivery claims are time-sensitive because of the time restraints in which a claim must be filed with the carrier. This information on our claims process is also located on our website at: http://www.evine.com/p/help/shipping/claims-dep/

At this time you had disclosed that we should be able to accommodate our customers that have extenuating circumstances. I advised to you that you can contact a Claims specialist to ask for reconsideration of your claims by calling the Claims department directly at: ###-###-####.

If you have any additional questions, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at ***************** between the hours of 9am-5:30pm EST, Monday through Friday.

 

Thank you for your understanding and cooperation.

 

Sincerely,

 

 

Bridget ******

Executive Resolution Office

EVINE Live

 

CC:  Better Business Bureau

7/13/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I returned an item to Evine Live in which they received at their warehouse on June 27. When I inquired with customer service they told me that my refund would be processed and in my account by July 4th. As of July 11th I had not received my refund and in turn found out that the return was never processed by the warehouse. I spoke with 4 customer service people and not one checked to see if the return was processed even though I stated numerous times that the return was not showing under my account online. Finally on the 11th a customer service person initiated an inquiry with the warehouse to find out why it has not been processed for the return. When I called back on the 12th to check the progress they told me it can take 2-3 days for the warehouse to respond and when I asked why they just can't call the warehouse to inquire their response was the warehouse doesn't have a phone. I find this hard to believe that there isn't a supervisor in a warehouse with an office and a phone. Also, numerous times I have asked to speak with a supervisor and overtime they put me on hold, come back a minute later and tell me a supervisor is not available. If the first few customer service personnel had done their jobs correctly I actually might have my refund at this time. As of now I don't know when I'm getting my refund and no one can give me a straight answer.

Desired Settlement: I want my refund immediately!!!!!!

Business Response:

Dear ****** ********,

 

We have received your complaint from the Better Business Bureau regarding the refund for the Harman Kardon OMNI 10 Wireless HD Speaker (order# *********).  We apologize for any inconvenience this has caused.

 

During our conversation July 12, 2016 we discussed EVINE Live’s return policy. I advised that this item was shipped directly from the Vendors warehouse, refunds should normally be issued within 5 business days. Unfortunately, your order did not get reimbursed within that timeframe. Our Customer Service representatives did not follow necessary protocol to alert the Vendor. Since this has been brought to my attention I have issued a full refund to your credit card. The refund can take 3-5 business days to process back to your original method of payment. This time frame depends on your financial institutions processing time. Once again I apologize in the delay of your refund. This matter will be address internally.

 

If you wish to discuss this matter further, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at ***************** between the hours of 9am-5:30pm EST, Monday through Friday.

 

Thank you for your understanding and cooperation.

 

Sincerely,

 

 

Bridget ******

Executive Resolution Office

EVINE Live

 

CC:  Better Business Bureau

7/13/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On 1/4/2016 I mailed back a package with two iPad which was purchased from Evine on 12/18/2015. Since mailing my package back to the address which looked questionable because I've ordered and never saw that address before so I figured it's for electronics only. Since then on countless occasion package have still not been received I was told the last time the package is in a warehouse and the manager will try to locate it since then I was told that the package is not there and I must pay for the product that I clearly do not have. It's very upsetting to me that I trusted this company and the lack of care they have shown even dealing with customer reps they all make me feel like I'm bothering them everyone I call to follow up.i no longer know what to do I've suggested that I have a copy of the return label to check to make sure they gave the correct label o was told it doesn't matter they did not receive the package

Desired Settlement: I would like for them to look at the copy of the return label that I was provided with to return the packages. And then locate and refund my money I think it's unfair that I'm being brushed off as if I don't matter. Track the package

Business Response:

Dear **** ******,

 

We have received your complaint from the Better Business Bureau regarding the return of the two Apple iPad Minis you ordered on December 17, 2015 (Order # *********).  I apologize for any inconvenience this has caused.

 

During our conversation on July 5, 2015, I advised you that our Customer Service team had previously contacted the supplier warehouse regarding your claim of returning these items, and your return was not located.  I advised you that I would need a return tracking number in order to research this matter further.  You provided a USPS tracking number of ********************, which does not track on the USPS website.  I asked you to contact the Post Office that you sent your package back from in order to get more information.

 

If you would like to discuss this matter further, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at *************** between the hours of 9am-5:30pm EST, Monday through Friday.

 

Thank you for your understanding and cooperation.

 

Sincerely,

 

 

Douglas ****

Office of the President

EVINE Live

 

CC:  Better Business Bureau

Consumer Response:  I am rejecting this response because:
this issue have been going on since January when i provided the tracking number, i was first told that there was a storm in California and that's why the package was taking so long and the number i provided the Representitive told me this on many occassion, because eveytime i called i gave the number provided and on one occassion i was told the package was tracked to a  warehouse in california, i told the represetntive if the label i received was a legit one because it did seems off to me and i made copies due to that reason i asked her if i can send a copy of the mailing return address and i was told it doesnt matter and i should wait and call back to followup. its seems like ive getting the run around from and the attitudes wasnt very pleasing. its very frustration now i have to pay for something i no longer have in my possession. today i spoke to another representitive and asked for the original tracking number i provided numerous time i was told they no longer have that its just notes they have its strange that all of a sudden they no longer have the original tracking since this is the same number i provided . i went to the post office and used this tracking number and was told this number is either not valid anymore or i may be off by a digit.at least i got more assistance from them thatn ive been getting from evine,. i will end this by saying i will no longer use or recommend evine to anyone since this is not the first time ive had problems with them. i no longer have the copy of my receipt but i do have my bank card statement from when idid my transaction on sending back the package

Business Response:

Dear **** ******,

 

We have received further correspondence from the Better Business Bureau regarding your complaint. 

 

As stated in my previous response, EVINE Live has checked with our supplier warehouse, and there is no record of receiving your returns.  We must ask that you pursue a claim with the USPS as this is the carrier you used to send your items back.  If necessary, please file a claim with this carrier.

 

If you would like to discuss this matter further, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at *************** between the hours of 9am-5:30pm EST, Monday through Friday.

 

Thank you for your understanding and cooperation.

 

Sincerely,

 

 

Douglas ****

Executive Resolution Office

EVINE Live

 

CC:  Better Business Bureau

7/13/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a necklace and used value pay like I have many times. they held the money out of my account and told me it would be delivered july 15 2016 on july 11 2016 , I got a letter from them , and it said they ran my credit report and I and my valuepay was not approved , so I called them and asked to speak to customer service the told me that it was closed. so I said I want to speak to a boss they told me no one was there. I CALLED back and they put me on with customer service the woman was rude and would not listen and I told her that my attorney told me that they had to have social sec.# and my approval she said they did not I told her I was going to you and the fcc because no were does it say credit approval and the host on tv say just pay 1st payment and another each month for next 5 months. I demand an apology from the company and my necklace and my value pay .

Desired Settlement: I WANT THOSE RUDE GIRLS TO SAY THEY ARE WRONG AND THE COMPANY TO AND MY NECKLACE AND MY VALUE PAY AT THE SPECIAL PRICE I WAS GOING TO PAY AND MAKE THEM ALL TELL THE TRUTH TO LET PEOPLE KNOW WHAT THEY DO.

Business Response:

Dear Mr. *******,

 

 

EVINE Live is in receipt of your letter to the Better Business Bureau.

 

Our records indicate that on July 6, 2016 you placed order number ********* for the Ombre Circle Tahitian Necklace which was cancelled by EVINE Live. We sent an electronic reversal to your bank on July 7, 2016 requesting that the funds be released. You will need to follow up with your bank to verify this information.

 

When requesting the ValuePay option, you are agreeing to the terms and conditions of ValuePay with EVINE Live. Orders may be subject to credit approval by EVINE Live and EVINE Live may review credit reports to qualify customers for ValuePay.  This information is on our web site at www.evine.com. We use Equifax Information Services LLC to obtain credit report information.  A letter was mailed explaining why we are not able to extend the ValuePay option to you based on the information Equifax provided.

 

 

If you have any further questions please contact our office at ###-###-####.

 

 

Sincerely,

 

 

 

 

L. ******

Credit Payment Specialist II

 

Consumer Response:

 I am rejecting this response because:

this is a lie when I ordered items with you before and now I call the call center and they never tell you about a credit check and your channel or your show host don't tell you either.

 

you are only told make the first payment and then you are billed the next 5 months. I DID check my credit and it is 750!  don't tell me now that my credit is no good when I just used value pay a few months ago.   It illegal to use my credit without my permission, or to tell me first !Which your staff refused to do when I placed my order, If told me that you do that I wouldn't have ordered anything from you.

fyi I HAVE contacted the Illinois attorney general, and the one Minnesota where you are and they both saw the site and it is illegal. I HAVE FILED COPLAINTS there to.

I don't your sorry and you don't tell people if you did no one would shop with you.  You broke the privacy act and the law will catch up with you

 

******* *******.

 

 

 

 


7/10/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: 5/30/2016 placed an order with Evine Live for ***** Samsung TV, was informed shipping and delivery would occur by 6/8/16. Received an email from Evine that my order had shipped and was on its way as of 6/1/16. The delivery was confirmed to happen on 6/8/16. The TV never arrived, the shipper (YRC) has no record of the TV in it's delivery channel. The shipment was listed as ALL SHORT by YRC, meaning it never was provided by the distributor (ALMO). This was confirmed on 6/9, 6/10, 6/13, and 6/15 with both YRC and Evine. On 6/16 I spoke with Evine Rep (Jessey) who finally confirmed the TV was on backorder with ALMO and no date for future in stock could be provided. I would not have ordered from Evine if this was known, I can purchase the exact TV from any store or amazon as they are not back ordered. On 6/17 I initiated a refund of my purchase with Evine Rep (Michael), who informed me 3-5 business days were necessary to confirm the backorder status and ensure shipment had not occurred to process the refund. On 6/23, 4 business days into the refund request process I contacted Evine for an update. Evine has never once contacted me regarding my repeated requests for resolution to the process regardless of the promises from their customer service reps. I was informed an update was still needed from someone to process the refund and more research was necessary. I did receive an email survey from Evine on 6/13 to review the my recent purchase... At this point it was comical to me. The lack of urgency and customer service from Evine and their Distributor of Merchandise (ALMO) is negligent on a purchase over $1,400.

Desired Settlement: Refund of Purchase or expedited guaranteed delivery of product by 6/30 via UPS or FedEx.

Business Response:

Dear ****** *******,

 

We have received your complaint from the Better Business Bureau regarding the return of your order for a Samsung KS8000 Smart 4K SUHD TV Bundle with 6-ft HDMI Cable (order # *********).  I apologize for any inconvenience this has caused.

 

During our conversation on June 24, 2016, I advised you that I had verified that the television was picked up, and a return was processed on June 23, 2016.  I apologize for any difficulty that you experienced with trying to return this television.  We will be reviewing this matter internally to identify any opportunities to improve this process.

 

If you would like to discuss this matter further, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at ******************* between the hours of 9am-5:30pm EST, Monday through Friday.

 

Thank you for your understanding and cooperation.

 

Sincerely,

 

 

 

Lisa ********

Senior Supervisor of Executive Resolution

EVINE Live

 

CC: Better Business Bureau


7/8/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was told that I no longer qualify for Evine's value-pay program due to a past due amount on a previous purchase. I was submitted to 2 different collection agencies(third party collection agencies), yet neither one could verify any monies due or owed. I called and explained to Evine.live Credit Dept, supervisor "Eva" ID # 3011. Eva indicated that "I should have known that these monies were owed" yet I received no communication whatsoever from Evine nor either collection agency. I was told by "Eva" that I will NEVER be able to use value=pay option, ever again if I choose to order any products from them. Yet, I am unable to find out what or how much I owe. I am attempting to comply with Evine and pay what I owe, yet I have been "blacklisted" for future business, yet without cause.

Desired Settlement: Ability to have a clean record with Evine and would like to have an option of using their service in the future. Especially their value-pay option.

Business Response:

Dear Ms. ********,

 

 

We are in receipt of your letter to the Better Business Bureau. 

 

Our records indicate that on July 17, 2015 you placed order number ********* for an Invicta Watch requesting a payment plan of six monthly payments.

 

Our records show on September 20, 2015 the 3rd installment became due. Your credit card declined the transaction. Our Reauthorization Department tried to reach you as only the first two installments had been made. Per our collection agency, letters were sent to you regarding this debt. After 6 months, your account was sold to our debt buyer, ******** Financial. They are now handling your account and it was confirmed that the debt is there and they have no record of you contacting them. Please contact ******** Financial at ###-###-####.

 

Due to your account going over 6-months past due, the ValuePay option will no longer be available to you on your account.

 

If you have any further questions please contact our office at ###-###-####.

 

 

Sincerely,

 

 

 

L. ******

Credit Payments Specialist II

7/6/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a product (ASUS ROG 15.6" Notebook Computer) on Wednesday June 22 2016 using EVINE LIVE value pay. I was declined for Value Pay and was to be issued a refund. I contacted EVINE via email and I was told the refund would take 3-5 business days. I called my financial institution this morning June 28 2016 and they have received no refund information from EVINE Live. I called EVINE and was told that they have not issued a refund and I will have to wait another 3-5 for my money. I informed EVINE they had a time window to refund my money or I would be contacting the Better Business Bureau. I still do not have the refund. I have emails to verify our communications.

Desired Settlement: I expect a refund in full and for my troubles. In addition EVINE should find more ways to make this right

Business Response:

Dear Mr. J******,

 

 

EVINE Live is in receipt of your letter to the Better Business Bureau.

 

Our records indicate that you placed order number ********* for an Asus 15.6" Intel Gaming Laptop on June 22nd. The order was cancelled on June 23rd and we have received confirmation that PayPal has just released the pending authorization as of today. These funds should appear in your account within the next couple days.

 

When you initially called in, this should have been sent over to PayPal immediately. We apologize for any inconvenience this has caused and we hope you consider doing business with us in the future.

 

 

If you have any further questions please contact our office at **************.

 

 

Sincerely,

 

 

 

 

K. H*****

Credit Payment Specialist II


7/6/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a camera lense off their website. They charged my credit card and then a couple of hours later, they canceled my order and did not refund my money. This is fraud and theft. I want my money returned plus 5000 thousand dollars.

Desired Settlement: Refund my money and make restitution for my inconvenience.

Business Response:

 

Dear Mr. B****,

 

 

EVINE Live is in receipt of your letter to the Better Business Bureau.

 

Our records indicate that on June 30, 2016 you placed order number 113006621 for the Cannon Telephoto Zoom Lens which was cancelled by EVINE Live. We sent an electronic reversal to your bank on July 1, 2016 requesting that the funds be released. You will need to follow up with your bank to verify this information.

 

When requesting the ValuePay option, you are agreeing to the terms and conditions of ValuePay with EVINE Live. Orders may be subject to credit approval by EVINE Live and EVINE Live may review credit reports to qualify customers for ValuePay.  This information is on our web site at www.evine.com.  We use Equifax Information Services LLC to obtain credit report information.  A letter was mailed explaining why we are not able to extend the ValuePay option to you based on the information Equifax provided.

 

 

If you have any further questions please contact our office at **************.

 

 

Sincerely,

 

 

 

 

L. O*****

Credit Payment Specialist II

 


Consumer Response:  I am rejecting this response because: there is nothing on their website stating they was going to run a credit check. I did not release my social security number to them. I did not authorize them to run a credit on me. This a pure case of identity theft and i will pursue this with the federal trade commission.


7/1/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: on May 30, 2016 I ordered a 65" ******* smart tv series 4, it was delivered on June 7. When we open the box on June 8 we noticed that the tv's frame and screen was broken. I immediately call customer services to inform them of the problem. I was told that i could wait for the reimbursement before ordering the replacement tv or go ahead an order the tv meantime the refund process is done. So I placed another order for the tv and was told that they could not expediate the order so we had to wait. - no problem. Then on June 9, I received an email saying that the order for the replacement tv was cancelled. I called customer service to see if it was a mistake, and I was told that they did not have any more of those tv so they cancelled the order. Also the rep said that I needed to send in pictures of the damage of the first tv in order to proceed with the claim (I said why the rep that I spoke to a day before did not say that nor did I receive an email requesting photos, so if I had not had called I will not have known to send photos.) The rep did not offer to make things right at all, she just said that there is nothing that can be done and that I would have to wait for the results of the claim to receive my reimbursement. That's it. I have been a customer for years and I felt betrayed twice, once when the we noticed the tv was broken and then at the indifference of the rep. You will think that they would at least tried to keep me as a satisfied customer. So I decided to close my account with them and hopefully this complaint will help someone else. We trust Evine with our hard earned money and believe they want you as a customer but I don't think they care.

Desired Settlement: hopefully this complaint will help others to think twice before they order items from this company

Business Response:

Dear ****** *****,

 

We have received your complaint from the Better Business Bureau regarding the cancelation of the ******* 65” Smart 4K SUHD TV with 6-ft HDMI Cable (order# *********).  I apologize for any inconvenience this has caused.

 

I have attempted to reach you via telephone to no avail.

 

If you wish to discuss this matter further, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at b******@evine.com between the hours of 9am-5:30pm EST, Monday through Friday.

 

Thank you for your understanding and cooperation.

 

Sincerely,

 

 

Bridget ******

Executive Resolution Office

EVINE Live

 

CC:  Better Business Bureau

 

6/29/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a 65" TV and it does not work. I immediately called for this TV to be picked up and sent one that works. It has been over a month and I am still waiting for the broken TV to be picked up. I was told they could not exchange. I had to return the original TV and then reorder another TV. At this point I would never order anything from this company! I am highly disappointed with this issue.

Desired Settlement: i need this 65" TV picked up from my home and returned to the company immediately. It has been sitting in my living room for over a month! I want all money refunded immediately, and my information removed from their system and never to be contacted again once this situation is resolved!

Business Response:

Dear ******* *****,

 

We have received your complaint from the Better Business Bureau regarding the return of your order for a Panasonic television (order # *********).  I apologize for any inconvenience this has caused.

 

During our conversation on June 28, 2016, I advised you that I had verified that the television was picked up, and a return was processed on June 24, 2016.  I apologize for any difficulty that you experienced with trying to return this television.  We will be reviewing this matter internally to identify any opportunities to improve this process.

 

If you would like to discuss this matter further, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at *************** between the hours of 9am-5:30pm EST, Monday through Friday.

 

Thank you for your understanding and cooperation.

 

Sincerely,

 

 

Douglas ****

Executive Resolution Office

EVINE Live

 

CC:  Better Business Bureau

Consumer Response:  I am rejecting this response because:  There was nothing addressing why it took over a month to pick up a dysfunctional TV.  Not a small TV that could sit in the corner, but a 65" TV that takes up quite a bit of space properly packed in a box.  We were told time after time that they would be picking this TV up.  It was the most horrific customer service event i have ever been thru.  I have never been so disappointed in my life with a company.


6/17/2016 Problems with Product/Service
6/16/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered 3 sets of Cooks Companion 20 Piece Oven- to- Table Ceramic Bakeware & Serve Sets. The set I ordered in purple had a cracked piece, the largest piece of the set. There are four baking pans , four racks and covers and four small ramekins with covers. I contacted Evine and was told I had to send the whole set back, this is not possible due to the fact that you had to break up the Styrofoam packing to get the set out. The set has a 1 year warranty which states " during the applicable warranty period within normal use, we will repair or replace, at our discretion, or replace unit with a comparable model". I have a number for Cooks Companion and a website. The number has a recording that says they cannot answer your call and when I tried the website it says the website does not exist. Evine then said they would contact the Cooks Companion for me and give them my information and it would take 2 business days to hear from them. I received an answer back shortly from Evine saying that Cooks Companion does not have any replacement pans and I could send the whole set back without the Styrofoam interior which like I said is not possible the box the set came in is 2 times the size of the set, I have nothing to hold the pieces inside. I was offered a $20 credit toward my next purchase and a refund of my shipping and handling charges. Evine already gave me a credit for the handling charges and a $5.23 credit because received a defective product. I told them that was not good enough because the large pan is what a person orders that set for and if it had been a smaller piece I would not have cared. the credit was already applied before I could speak to a human being because the customer service dept. was closed over the weekend, I sent an email regarding the problem. I don't understand who handled my email since the dept. was closed. I was also told that the pan cannot be replaced because they don't have any to replace it with. Evine is still selling this set online and the purple set is available. the color of my cracked piece. As for the warranty they are stating that a 1 year warranty exists in the paper work that comes with the set but according to Evine customer service there is no warranty available, the lady who tried to help me from customer service said she was sorry the warranty was not available. How can they give you one in writing and then say it does not exist? I told customer service I did not want a $20 for my next purchase because I would not purchase from Evine again, I want a replacement for the cracked piece and for them to honor the warranty they said was 1 year from the date of purchase. My case number is ********. I just want to say that the lady that I spoke with was helpful with my situation and the result was not her fault that Cooks Companion does not live up to what say.

Desired Settlement: A replacement pan for the one that was sent cracked in the color purple, the large baker.

Business Response:

Dear ******** ********,

 

We have received your complaint from the Better Business Bureau regarding the Large Baker from the 20pc Bake & Serve Set (order# *********).  I apologize for any inconvenience this has caused.

 

On June 9, 2016, I advised you that a replacement Large Baker was shipped via UPS tracking number ****************** and to contact me if you needed further assistance.

 

If you have any additional questions, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at ***************** between the hours of 9am-5:30pm EST, Monday through Friday.

 

Thank you for your understanding and cooperation.

 

Sincerely,

 

 

LeShonn ******

Executive Resolution Office

EVINE Live

 

CC:  Better Business Bureau


Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

6/14/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a Samsung 65 inch Curved Smart TV from Evine Live on March 8, 2015. It was sold with 2 year parts and labor extended warranty provided by Samsung as listed on their website as well. The item number of the TV is 451-504 to confirm that the item was sold with the extended warranty. On May 13th, 2016, the TV stopped working, it would not turn on. I called the Samsung customer service and provided them the Serial number and Model number. They told me that Samsung will not honor the 2nd year extended warranty for the TV sold via Evine Live. After that I contacted Evine Live customer service. I was told that they will contact me back soon. No one contacted me back so I called their customer service again. This time I was told that the Vendor through which they had extended warranty has gone out of Business but since they sold me the TV with an extended 2nd year warranty, they will call me back with the option of either getting the TV repaired and they will pay the bill or I will be able to return the TV to them and get my money back. The representative that told me she will call me back once she confirms the option with her Supervisor. She called me back asking that have I contacted Samsung, since the warranty is through Samsung, whereas 1st they have told me that the warranty is through a 3rd party vendor who has gone out of business. I told her that I have already contacted Samsung and they said that they don’t honor this warranty. On Evine Live web page, still this TV is listed and it says the TV comes with 2nd year extended warranty for parts and labor through Samsung. Almost after 2 weeks, from the time I called them, Evine Live customer representative called me back and told me that there is nothing they can do about the warranty. They are cheating their customers and giving them false information while selling the item that it comes with extended 2nd year warranty through Samsung, where as their warranty was through a 3rd party vendor which I was never told about. They should honor the warranty that they sold the TV to customers even if the vendor is gone out of Business. I should be compensated by getting refund of my money I paid for the TV since I don’t want to go through the hassle and stress of dealing with them again.

Desired Settlement: I would like to send the TV back and get my money back, since I don't want to go through the hassle and the bad customer service experience I had with them. I would like to get the return shipping and handling fee to send the TV back to them. ( have added $100 for return S&H in the amount)

Business Response:

Dear ****** *****,

 

We have received your complaint from the Better Business Bureau regarding the warranty on your Samsung television (order # *********).  I apologize for any inconvenience this has caused.

 

During our conversation on June 7, 2016, I advised you that your television definitely has a two year warranty, and that I would contact Samsung on your behalf to verify and have them contact you.  Samsung responded that your television is covered by a two year warranty, and that they would have an agent contact you to assist.  During our conversation on June 10, 2016, you confirmed that Samsung had contacted you and that you would be receiving a call from a local service agent soon.

 

Again, I apologize for any frustration this matter has caused.

 

If you would like to discuss this matter further, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at d****@evine.com between the hours of 9am-5:30pm EST, Monday through Friday.

 

Thank you for your understanding and cooperation.

 

Sincerely,

 

 

Douglas ****

Executive Resolution Office

EVINE Live

 

CC:  Better Business Bureau

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me for now.

Evine Live has contacted Samsung and Samsung has put a ticket in for the repair. I was told by Samsung last week that their Repair Center will contact me within 24-48 hours.

I have not received any call to schedule the repair yet, I called the repair center and waited for few minutes since I was on hold. I will call them again this evening to ensure that they do send the technician out. I would like to keep the complaint open until the repair has been made.

 

Thanks

******

 

6/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Received completely wrong item... Told I will not be refunded my original shipping fee and will be charged an additional shipping fee for return! If I simply did not like the item that I ordered... That would be one thing, but to send the completely WRONG item and still have any expense to the customer is just BAD BUSINESS!!!! I WANT A FULL REFUND!

Desired Settlement: Full refund including ALL SHIPPING!

Business Response:

Dear Kimberly ********,

 

We have received your complaint from the Better Business Bureau regarding the return of the Invicta Women’s Angel Quartz Multi Function Crystal Accented Strap Watch. (order# 111914198).  I apologize for any inconvenience this has caused.

 

During our conversation on May 26, 2016, I advised you that in cases where our customer receive an incorrect watch a full refund will be issued. I apologized for the misinformation that you received from the previous agent and we will have it addressed internally. I explained that I have already issued a refund of the original shipping and handling. As we discussed, as a courtesy I have applied a $20 EVINE credit to your account for your next order with us.

 

If you have any additional questions, please contact me directly via telephone at ************ or ************** or via email at ***************** between the hours of 9am-5:30pm EST, Monday through Friday.

 

Thank you for your understanding and cooperation.

 

Sincerely,

 

 

Bridget ******

Executive Resolution Office

EVINE Live

 

CC:  Better Business Bureau


Consumer Response:  Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 11468701, and find that this resolution is satisfactory to me.

6/6/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: False advertising. I received a cheap item instead of the headphones I was shown in the video or picture.

Desired Settlement: I would like the item as promised and shown.

Business Response:

Dear ******** ******,

 

We have received your complaint from the Better Business Bureau regarding the headphones for your Apple MacBook Air (order# *********).  I apologize for any inconvenience this has caused.

 

I have attempted to reach you via telephone and email to no avail.

 

If you wish to discuss this matter further, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at ***************** between the hours of 9am-6:30pm EST, Monday through Friday.

 

Thank you for your understanding and cooperation.

 

Sincerely,

 

 

LeShonn ******

Executive Resolution Office

EVINE Live

 

CC:  Better Business Bureau

**** ** *** *******

6/5/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Levine live pulled my credit report without notification or my permission. I called in to place an order using the flex pay and they did not verbally on the phone or by mail tell me they would pull my credit. On tv when they market products and say you can purchase using flex pay at no time do they mention pulling credit. This is an illegal practice that affects consumer's credit.

Desired Settlement: I want them to remove the inquiry made on my credit when they pulled it since I had no knowledge they would pull it. Also they need to disclose to all consumers verbally on television and over the phone when they offer it

Business Response:

Dear Ms. *****,

 

 

EVINE Live is in receipt of your letter to the Better Business Bureau.

 

Our records indicate that on February 6, 2016 you placed order number ********* for a Magnavox 40" Refurbished LED HDTV requesting a payment plan of six monthly payments. By requesting the ValuePay option you are agreeing to the terms and conditions of ValuePay with EVINE Live. Orders may be subject to credit approval by EVINE Live and EVINE Live may review credit reports to qualify customers for ValuePay.  EVINE Live reserves the right to limit or restrict the use of ValuePay at any time. This information is on our web site at www.evine.com.

 

When using ValuePay, EVINE Live is extending you credit because we ship merchandise to you before full payment is received.  Because of this process, EVINE Live has a legally permissible purpose to pull a credit report as this information is intended to be used for a credit transaction. We use Equifax Information Services LLC to obtain credit report information.  We submit the customer’s name and address as it is provided to us. You were mailed a letter which explains why we are not able to extend the ValuePay option to you based on the information Equifax provided.  There is also a disclaimer on our website and on air that indicates that ValuePay is available to qualifying customers.

 

 

If you have any further questions please contact our office at ###-###-####.

 

 

Sincerely,

 

 

 

 

Lynelle S.

Credit Payment Specialist II


6/2/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I bought several items from evine I paid for it with my own credit card and all of a sudden I got a hard inquiry on my credit report from them and I never authorized them to do that and they didn't mention anything about it they just did a hardline pull of my credit for what reason I have no idea I tried calling and nobody give me an answer

Desired Settlement: I would like it removed from my credit and an answer

Business Response:

Dear Mr. ******,

 

 

EVINE Live is in receipt of your letter to the Better Business Bureau.

 

Our records indicate that on 17-MAY-2016 you placed order number ********* for an Invicta men’s Russian Diver Watch, Invicta reserve men’s Venom Watch, and an Invicta reserve men’s Venom Watch, requesting a payment plan of six monthly payments. By requesting the ValuePay option you are agreeing to the terms and conditions of ValuePay with EVINE Live. Orders may be subject to credit approval by EVINE Live and EVINE Live may review credit reports to qualify customers for ValuePay.  EVINE Live reserves the right to limit or restrict the use of ValuePay at any time. This information is on our web site at www.evine.com.

 

When using ValuePay, EVINE Live is extending you credit because we ship merchandise to you before full payment is received.  Because of this process, EVINE Live has a legally permissible purpose to pull a credit report as this information is intended to be used for a credit transaction. We use Equifax Information Services LLC to obtain credit report information.  We submit the customer’s name and address as it is provided to us. There is also a disclaimer on our website and on air that indicates that ValuePay is available to qualifying customers.

 

 

If you have any further questions please contact our office at ###-###-####.

 

 

Sincerely,

 

Lynelle S.

Credit Payment Specialist II

**** ** *** *******

Consumer Response:

 I am rejecting this response because:

As you can see the picture I am sending there was no mention of the value pay being done by a credit check also when I spoke to the operator there was no mention at all also

 

 

Business Response:

Dear Mr. ******,

 

This letter is in response to your recent BBB inquiry.  It appears that our previous communications with you did not explain the issue as well as you would have liked. 

 

EVINE Live is not required to display terms and conditions of ValuePay on screen for each item we are selling. So the disclaimer is aired periodically during broadcasts. There is also a disclaimer on our website that describes our ValuePay program.

 

If you have any further questions please contact our office at ###-###-####.

 

 

Sincerely,

 

 

 

 

Kim H.

Credit Payment Specialist II

**** ** *** *******

5/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We bought a balancing board in payments for my 8 y old son......his only Christmas present......and the item was deffectuve and we return the item to them but they are keeping all the money was paid 1.-$86.49 2.-66.50 3.-$66.50 4.-19.99=$239.48 They said they refund the money to my acct. In March 8th. But it's impossible because my acct was closed since Feb 22. 2016 ....I already send them documents to prove this but they don't want to send me my money back my son is being sad and depressed because he doesn't have his Christmas present and we don't have money to buy him something else

Business Response:

Dear Mr. *****

We are in receipt of your letter to the Better Business Bureau. 

Our records indicate that on March 8, 2016 EVINE Live issued 3 refunds for $66.50 along with refund of  $19.99 on May 24, 2016 back to your Visa *****, as of May 25, 2016 Chase Bank has not rejected these back to us.

Per our conversation via a conference call with Chase Bank on May 24, 2016 they will be opening up a dispute on their end to have a refund check issued to you for the amounts we refunded back to your account.

If you have any further questions, please contact our Credit Department at ###-###-####.

Sincerely,

** ******

Credit Payment Specialist II

**** ** *** *******

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

5/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I made online purchases during Sonya Dakar premiere 5/6/16. Following internet research on the vendor I canceled all purchases. The website asked if I was certain I wanted to cancel. I confirmed YES. Confirm. accepted. I printed off the cancelation confirmations. On 5/11/16 I received a shipment confirm of Sonya Dakar product. I sent 3 individual emails explaining I have proof the merchandise was shipped by EvineLive in error and requested return shipment be paid by them. I was denied this request 3 times. The USPS website explains it is not legal to ship "unauthorized merchandise" and says I am allowed to return the box unopened so as not to pay the shipping costs on a box I did not authorize to ship to me. I was email a scenario that if I returned package unopened it would delay my return and I may be financially responsible for all merchandise because I did not open the box, fill out the return form and use their SmartLabel return process which would result in me paying the shipping costs. Following this, I contacted EvineLive's credit provider, SynchronyFinancial and requested my EvineLive credit card be closed at Consumer Request.

Desired Settlement: I expect EvineLive to pay for the return of the box shipped to me on 5/11/16 without my consent. I want to ship this box back to them as REFUSED since it is unauthorized merchandise via USPS. I expect absolutely NO charges or penalties at all due to the error of this company by shipping the box to me. This dispute must lie internally. If shipping department made the error it should be dealt with there, not in any negative form to me. I want no merchandise charges, merchandise credit to EvineLive credit card as this was the account I was charged and shipping dept. accept this return delivery without a SmartLabel. They should absorb the shipping cost because it was their mistake, not mine.

Business Response:

Dear ******* *******,

We have received your complaint from the Better Business Bureau regarding an item that was not cancelled on order # *********.  I apologize for any inconvenience this has caused.

I have attempted to reach you by telephone and email to no avail.

If you would like to discuss this matter further, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at d****@evine.com between the hours of 9am-5:30pm EST, Monday through Friday.

Thank you for your understanding and cooperation.

Sincerely,

Douglas ****

Executive Resolution Office

EVINE Live

CC:  Better Business Bureau

Consumer Response:

 I am rejecting this response because:
I've requested EvineLive NOT charge me for returning a package, unopened. I've also requested my EvineLive credit card account be closed by consumer request. 

These actions cannot be completed via telephone. 

In order to protect my consumer/billing rights I have chosen to communicate via email, only. 

I do not trust EvineLive. They've displayed terrible customer service and have yet to take responsibility for sending unsolicited merchandise through USPS-according to their site, is illegal.

Simply making an attempt to telephone me is not in any way a resolution to a problem created by EvineLive shipping department.

Aside from the email copy we both have from d****@evine.com, I left a voice mail message for him on 5-19-16 and attempted to phone him today. A message says he's out of the office 5-20-16. He has not called or emailed me, otherwise. 


Business Response:

Dear ******* *******,

During our email correspondence on May 23, 2016, I asked that you provide me with the email confirmation you claimed to have received stating that the entire order (*********) was cancelled.  You provided me with a screenshot from your web account showing that one of the quantity of three items on the order were cancelled.  I apologize for any confusion with the cancellation process.

Normally, if an order is not cancelled, EVINE Live does expect the customer to be responsible for return shipping, and any original shipping charges are withheld when the return is processed.  I advised you that as a courtesy, I was waiving the original shipping charge of $13.98, and that pending receipt of the package you state that you refused, a full refund will be issued to your original payment method.

If you would like to change the status of your EVINE Live credit card account, please contact Synchrony Bank at ###-###-####.

If you would like to discuss this matter further, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at d****@evine.com between the hours of 9am-5:30pm EST, Monday through Friday.

Thank you for your understanding and cooperation.

Sincerely,

Douglas ****

Executive Resolution Office

EVINE Live

CC:  Better Business Bureau

5/22/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On 4/28/2016 I made an order of two bedding items sets. On 4/30/2016 I made an order of two orders of Men's shorts. A week later, the items were delivered to the wrong address. For about a week, I went along with customer service and nothing happened as far as any type of resolution. I noticed the shipping/delivery address was a previous address of mine where I lived two years ago. During the week mentioned above, I was mainly told to update my address by Customer Service. I checked my account and my "primary" address, which is the address that items are supposed to be delivered to, is set as my address on my account, which I informed to Customer Service. I also copy and pasted my order history from January 2016 up until April 2016, right before the two orders mentioned above, and all those orders, plus my orders for the last two years went to my "primary" address. My main issue with Customer Service was, how does an item ship to an address that isn't the primary address? Until today, 5/18/2016, that question was ignored but now I've been told maybe I had a browser, or cookie issue that changed the address. A second question was why am I paying for items I never received to which I've been told, items were shipped, you're paying. My third issue is, again, they maintain that somehow the issue is on my end, but they refunded the two pairs of shorts on 5/16/2016, or at least that is when the refunds went through back to my account. Those items they refunded after I mentioned how the items shipped to an address that isn't the primary address, my address, and the person I spoke with refunded those. But for the bedding, which I didn't receive as well, I'm supposed to pay for the bedding items I didn't receive. Their back to saying the issue is my fault, and my thought process is then why did they offer that first refund in the first place if it is indeed my fault?

Desired Settlement: I wasn't sure what type of desired resolution my issue falls under but I'll attempt to explain it here. I mentioned a few times to customer service in e-mail and the phone that I didn't receive the items, just keep the two payments. The two bedding item orders were ordered on a series payments with only $19.68 payed toward one, around $24.26 for the other. I said keep those two first/initial payments, and cancel the order. I didn't receive the items, but I'll eat those two first payments and just cancel the order. But they won't. My resolution outcome, I don't care for a refund, but if that's fine, that's fine. I'd rather just have the order cancelled for the remaining balance and again, they can keep the about forty-something dollars from the initial first payments for those items, just as long as it's cancelled.

Business Response:

Dear ******* ******,

We have received your complaint from the Better Business Bureau regarding an order that was shipped to an incorrect address (order# *********).  I apologize for any inconvenience this has caused.

During our conversation on May 19, 2016 we discussed our policy in regards to orders that are sent to an incorrect address. I advised you that I was issuing a refund for the order in question (*********).   Please note, we may be unable to do this for future orders shipped to a wrong address, as we do not have control over the shipping address selected for online orders. I also suggested for you to log into the account online to ensure that any previous incorrect addresses have been removed.

If you have any additional questions, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at ***************** between the hours of 9am-5:30pm EST, Monday through Friday.

Thank you for your understanding and cooperation.

Sincerely,

Bridget ******

Executive Resolution Office

EVINE Live

CC:  Better Business Bureau


Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

5/14/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a laptop from Evine live on March 14th it was a refurbished laptop and when I did finally receive it the thing was missing screws and did not even function so I called them and they first tried to tell me I needed to pay to send it back but in the end they did sent me a UPS prepaid shipping label. So I sent the laptop back the same day I got it and they received without issue. However this is where everything went south I still as of 4/26/16 writing this review have yet to receive my money back from them (the first installment of the payment plan) and to top it off they call me EVERY day trying to collect the next payment on an item I had for 3 hours before sending back.

Desired Settlement: Give me back and the money I am owed and never contact me again including closing my account.

Business Response:

Dear ***** * *****,

We have received your complaint from the Better Business Bureau regarding the return of your HP Elitebook (order# *********).  I apologize for any inconvenience this has caused.

During our conversation on April 28, 2016, I advised you that the refund was issued on April 27, 2016 to your Visa card ending in ****.  You advised that you were no longer with the bank that issued this card.  I advised you that due to credit card regulations, we must attempt to refund the original method of payment first.  On May 3, 2016, I contacted you and advised that the refund did process and provided you the transaction number so that you may verify with your former financial institution.  You advised that if they claim to not have received the refund, were you to call me back? I informed you that unfortunately it would be between you and your bank.  It was at this point that you disconnected the call.

If you have any additional questions, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at ***************** between the hours of 9am-5:30pm EST, Monday through Friday.

Thank you for your understanding and cooperation.

Sincerely,

LeShonn ******

Executive Resolution Office

Evine Live

CC:  Better Business Bureau

**** ** *** *******

5/10/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On April 17th Evine advertised on air 14 times it would give a 8 slot dive case with purchase of my item number. Even though it was not in the graphics on screen, TV host *** ****** stated the network was going to match the same deal as a different item number which was the same watch as mine but a different color but was listed with the case. I received my watch in a cardboard box. I have contacted Evine 12 times and spoke with their corporate office today and even though I gave them the exact times and date that it was stated on air I was told they could not find one instance. Also, the first time I called a rep named Amber said I was one of many calling and that she checked the tapes and saw it stated on air.Now all of a sudden her noes are gone. They are a dishonest company and need to be punished and I intend to proceed legally.

Desired Settlement: Forget the $40 credit offered and send me the 8 slot case you advertised

Business Response:

Dear ****** ******,

We have received your complaint from the Better Business Bureau regarding your purchase of the Invicta Reserve 52mm Specialty Subaqua Meteorite Dial Quartz Chronograph Watch (order#*********).  I apologize for any inconvenience this has caused.

Per our conversation on May 6, 2016, I advised you that we could not confirm your claim that this specific item (# 637-460) being advertised with an eight slot dive case. I further explained that the information our agent, Amber, provided was incorrect and will be addressed internally. While discussing this information with you I did offer you two options. The first of which was to send the item back for a full refund. The second option was a 10% discount as an appeasement for all frustrations and misinformation. At this time you said you wanted to keep the watch and had accepted the 10% discount. We apologize we do not have any inventory of the eight slot dive cases, we will not be able to send one to you. However, you may still return the watch for a full refund.

If you have any additional questions, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at *****************between the hours of 9am-5:30pm EST, Monday through Friday.

Thank you for your understanding and cooperation.

Sincerely,

Bridget ******

Executive Resolution Office

EVINE Live

CC:  Better Business Bureau

**** ** *** *******

Consumer Response:

 I am rejecting this response because:  the person who wants me to contact her is basically calling me a liar. She has also lied about the customer service rep Amber. That woman was trying to help a customer resolve an issue and now will face discipline actions for doing the right thing. I understand that this tv host might have made a mistake but not 14 times, without authorization from someone above him. I don't really care how much it costs Evine, in this country you can't false advertise and then tell customers I'm sorry he made a mistake... just send back the item that you saved your money to buy and we'll call it even. Why should a person who ordered the same watch as me only in a different color at the same point in time get a case and I don't? ?? The nasty attitudes I have received from Evine are unfortunate but I'm a little to old to be intimidated when I know I'm right about something. 

    If even wants to stick to their story that it was never said let me email the tapes to that person and then tell me again .


5/6/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: EvineLive professed the availability of the product in question (Simmons BeautySleep "Edgemoor" Luxury Firm Pillowtop Mattress Set [order *********]). as being available to “everyone” and proceeded to list the locations of the production plants, one of which is actually in Hawaii, on the island that I reside. I have retained a copy of the Video segment which aired on 4/18/2016. These claims were made repeatedly throughout the broadcast. They later cancelled the order without notifying me stating they do not ship to Hawaii?!? I believe that by choosing not to honor our contract, EvineLive will be guilty of fraud. I have reached out to them in hopes of resolving this issue but have not received a response in the time frame they were given.

Desired Settlement: Provide me with the product, as advertised.

Business Response:

Dear ***** ****,

We have received your complaint from the Better Business Bureau regarding your purchase of the Simmons BeautySleep “Edgemoor” Luxury Firm Pillowtop Mattress Set (order#*********).  I apologize for any inconvenience this has caused.

Per our conversation on May 2, 2016, I advised you that at this time we cannot ship large items to Alaska, Hawaii or Puerto Rico. This information would have been on displayed the “web crawler” during the show and also made available on our website. Our host mentioning the 14 locations throughout the US was most likely for informational purposes only.  I did assure you that I will forward your feedback on to our Merchandising team and Simmons to see if in the future we could offer to our customers who reside in Hawaii.

If you have any additional questions, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at ***************** between the hours of 9am-5:30pm EST, Monday through Friday.

Thank you for your understanding and cooperation.

Sincerely,

Bridget ******

Executive Resolution Office

EVINE Live

CC:  Better Business Bureau

**** ** *** *******

Consumer Response:

 I am rejecting this response because:

While I was assured that my feedback would forwarded on to their Merchandising team and Simmons to see if in the future EvineLive could offer Simmons Mattress' to their customers who reside in Hawaii; My requests for contact NOW to see if an agreement could be made was met with a flat "No".  I believe in the validity of my argument, that I reside in close (accessible) proximity to the plant. I was even willing to pick it up but EvineLive was completely inflexible.

I explained that I made additional purchases from them, specifically for this product. Apologizing, without any good faith effort on their part to resolve the dilemma, leaves me to question their operation.

***** ****


5/5/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: For years, I have been a longstanding customer of Evine, and have made a number of purchases without any problem at all. This past December, I purchase 2 watches from Evine, and as per the online offer during checkout, selected the value pay, whereby the payment would be billed over 6 months. I have done so many times before and have several of credit cards on file. In January I noticed a severe defect in both watches, as the military time on it was not accurate and sent in an email requesting a return authorization number. I never heard back from them on this matter. January and February payments continued. In mid-March, I experienced a security issue with one of my credit cards. During this time, Evine apparently tried to charge said card, but was unable to do so due to the security precaution. Instead of emailing and notifying me of the problem, whereupon it could have easily been addressed, they chose to do nothing. They constantly send ads to my inbox yet they could not send notification of this issue. Hence, due to their lack of timely notice, I was unaware of the issue on their side, as it was only a temporary card issue. Then, in April, I was notified belatedly that my account would be sent to collections if I did not pay; all of this was news to me. I informed them to simply re-bill the card on file, or charge another card on file. Evine refused to do so. This repeated several times. I do not know what they were thinking, as they had several cards on file and I was repeatedly trying to effect payment and they kept refusing. Finally, on April 15th, they billed my AMEX credit card on file was billed, twice, once per watch, for the regular value payment of the two watches, see proof enclosed, printed from the utilized credit card online transaction page. Apparently one person there possesses an IQ and naturally I thought the matter was back on track, as they clearly had the ability to process the charge, and had done so. Then, for some erroneous reason, on the 18th they later stated, my account was sent to collections for non-payment. Again, a card was billed, so how can they process a payment, and then allege non-payment and send one to collections? I brought this up to them on the phone once I received a letter regarding the opened collections account, yet these idiots refused to cooperate or remedy the situation. The activity on the 15th disproves the allegation on the 18th, and these incompetents refuse to act rationally and fairly. Instead, they offer exceptionally poor customer service which also violates consumer rights and refuse to acknowledge their mistake. They also refuse to answer why they could not have just emailed earlier when the issue arose.

Desired Settlement: 1. The collections account needs to be promptly withdrawn, as the creditor always has that ability, especially in cases of their mistake. The collection account is not warranted. 2. The value pay billing needs to continue on the AMEX card as scheduled, on the 16th of the remaining two months on these two items. Ironically, I also have one other item that is being paid off this month, with no hiccups as usual, so obviously I have a long standing history of being a good and paying customer. Failure to continue value pay would constitute retaliation on Evine's part for their poor customer service and account mistakes, given the billing of my card on the April 15th. While I do not intend to ever shop with Evine again, I will not be mistreated during these last payments, and out of principle, will see my history concluded with them via continued value payments. As a collections account is not deserved or warranted, I will finalize aspects with Evine, never to return. They offer good buys, but the customer service is simply appalling and predatory. I respectfully request and also express appreciation to the MN & ND BBB, for any assistance in dealing with Evine's predatory and erroneous actions. This complaint would not have been necessary if Evine had done their job, billed when instructed to, and have simply acted in a forthright manner. As it stands now, they have established a false collection account which they knowingly and obstinately refuse to correct.

Business Response:

Dear Mr. ******,

EVINE Live is in receipt of your letter regarding concerns you have on your account. 

Our records indicate on March 15, 2016 the installments on your ValuePays became due for order numbers ********* and *********. Unfortunately your card declined the charges for these payments. Our reauthorization department made several attempts to contact you via the phone number we have on file and were unsuccessful in reaching you. We do show that you went online April 14, 2016 and updated your credit card information which then processed the March installment once they already rolled into collections.

Due to this payment, I have removed your account from collections and reinstated your remaning ValuePays to process on the American Express *****. These payments will process on May 14, 2016 and June 13, 2016 for each of the two orders listed above.

Evine Live does not report to the Credit Bureaus, so this will not reflect against your credit ratings. We hope that you continue to do business with Evine Live in the future.

If you have any further questions please contact our office at ###-###-####.

Sincerely,

L. ******

Credit Payment Specialist II

CC: Better Business Bureau

**** ** *** *******

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

However, several aspects need to be corrected for the record.

First, once my lost wallet/security issue was resolved, all cards would have worked.  The attempted rebilling had to have occurred during the security time-frame.

Second, before collection was created, I tried repeatedly via email correspondence to have the card rebilled, (4/10 to 4/13) but your customer reps kept explicitly refusing to do so.  It is not as if I did not try to effect payment.

Finally, when I logged in that one day, I did NOT update any cards on file, as there was no need to, but rather it was to send communication on the matter, since I was being faced with " continued no's" from the emailed correspondences.

Again, a collections account should never have been opened here, the customer care caused it by their repeated refusal to rebill (please check your email correspondences on record), but I do thank the specialist who responded here for effectively remedying the situation.  Thank you.   

Regards, *******

5/1/2016 Billing/Collection Issues
4/28/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had ordered and returned an Apple Computer. I paid $83 to return and insure it. I also only had it out of the box for an hour. I knew it wasn't right for me and I sent it back. I confirmed the return was received on 03/23/2016. I wanted credit back of course. It is $2000.00. I have called repeadedly and received no answer. THe last thing I got was a supervisor who said it would be taken care of within 2 days. That was a week ago. The supervisor name iks Ray and his phone number is ###-###-####. I have called and left messages and no response. I am very worried about this. When I got the apple the first thing I did was try to register it. At that time I was told by apple that It had come froma 3rd party. THis is awful. THey haven't given me credit. they have charged interest on the higher balance and I paid $83 to ship it back. PLEASE HELP ME!

Desired Settlement: I WANT THE CREDIT PUT BACK ON MY EVINE ACCOUNT. THIS IS TERRIBLE. IT HAS UPSET ME TERRIBLEY. I DO NOT KNOW WHO ELSE I AM GOING TO REPORT THIS TOO BUT I AM. APPLE SAID THE COMPUTER WAS SOLD TO A 3RD PARTY. THEY SAID THEY WOULD HONOR THE 1 YEAR WARRANTY BUT WERE RELUCTANT. THIS SHOULD BE INVESTIGATED.

Business Response:

Dear **** ***********,

We have received your complaint from the Better Business Bureau regarding your return of the Apple iMac (order#*********).  I apologize for any inconvenience this has caused.

During our conversation on April 11, 2016, I advised you that perhaps the reason why this has not been refunded is because the product is locked. At this time I proposed that I will contact the vendor to have them provide more details as to why a refund has not been issued. On April 15, 2016, I received correspondence from our vendor that indeed the product was received back to their warehouse locked with your Apple credentials. I then left you a voicemail informing you of the vendor’s response. They will be sending the computer back to you with instructions on how to unlock the Apple iMac to the original settings. This package also contains a pre-paid label that you may use to return the item once unlocked. Once our vendor receives the return unlocked a full refund will be issued.

If you have any additional questions, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at *****************between the hours of 9am-5:30pm EST, Monday through Friday.

Thank you for your understanding and cooperation.

Sincerely,

Bridget ******

Executive Resolution Office

EVINE Live

CC:  Better Business Bureau

**** ** *** *******

Consumer Response:

 I am rejecting this response because:
I found out that Evine is not even an authrized seller of Apple products.  As far as I recall I only put in my wifi passcode to get onto the internet.  There are other similar complaints where people got these and are having the same problems getting credit.  I

am handicapped to begin with.  I will have to haul the computer to someone to help me get probably someone elses id to unlock it.  I have filed complaints with the Attorney Generals office and The FTC.  Evine isn't even an authorized seller of Apple Commputers.

So who has this item not Evine. There are other similar comlaints about this. Please help me get my credit.  Thank you. **** ***********


Business Response:

Dear **** ***********,

We have received your complaint from the Better Business Bureau regarding your return of the Apple iMac (order#*********).  I apologize for any inconvenience this has caused.

During our conversation on April 20, 2016, you advised me that you had provided our vendor the necessary credentials to unlock the computer once they receive it back. Upon receipt of the computer a full refund will be issued to the credit card that was used for the purchase. We apologize for the delay.

If you have any additional questions, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at ***************** between the hours of 9am-5:30pm EST, Monday through Friday.

Thank you for your understanding and cooperation.

Sincerely,

Bridget ******

Executive Resolution Office

EVINE Live

CC:  Better Business Bureau

**** ** *** *******

4/28/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Like their competors that over a form of value pay. Which means they can take a total price of an item and either split it in 3 - 4 - 5 or 6 equal payments. ANd you could pay that with a debit account or a credit card of your choice. Qvc or hsn does not run your credit history to use this option. Evine no matter if your paying with you own debit account still run your credit. How is that right and what if you order multiple items at different times that means there hit your credit score every time with a purchase and that is not right. I was not applying for there credit card I was just using my own debit account. I have called them and they are not willing to help me out what so ever and now they will take over a week to give my money back. This is ridiculous I know people that have ordered from evine before and I will tell them not to order because they will run your credit even if your usin your own money.

Desired Settlement: I do not have the money to pay full price hence me splitting up the payments . I would still want the item in split payments and if not like I stated above I will not order from them again and through social media and through my family I will tell them not to order from evine.

Business Response:

Dear Mr. *******,

EVINE Live is in receipt of your letter to the Better Business Bureau.

Our records indicate that on April 20, 2016 you placed Order Number ********* for an Apple 500gb Macbook Pro 13.3” Laptop Bundle w/ Accessories requesting a payment plan of six monthly payments. By requesting the ValuePay option you are agreeing to the terms and conditions of ValuePay with EVINE Live. Orders may be subject to credit approval by EVINE Live and EVINE Live may review credit reports to qualify customers for ValuePay.  EVINE Live reserves the right to limit or restrict the use of ValuePay at any time. This information is on our web site at www.evine.com.

When using ValuePay, EVINE Live is extending you credit because we ship merchandise to you before full payment is received.  Because of this process, EVINE Live has a legally permissible purpose to pull a credit report as this information is intended to be used for a credit transaction. We use Equifax Information Services LLC to obtain credit report information.  We submit the customer’s name and address as it is provided to us. You were mailed a letter which explains why we are not able to extend the ValuePay option to you based on the information Equifax provided.  There is also a disclaimer on our website and on air that indicates that ValuePay is available to qualifying customers.

If you have any further questions please contact our office at ###-###-####.

Sincerely,

K. ******

Credit Payment Specialist II

Consumer Response:

 I am rejecting this response because: How is it fair if lets say I ordered 5 items on different days and requested value pay and you run my credit every time.  That's not right.   Your competition HSN and QVC has a flex payment plan available but do not run your credit and still ship out the item after first payment is made. 

If you stick with your decision fine, I will not be ordering from evine anymore and I will for sure to tell my friends and family not to and will take to social media in regarding this situation ( twitter  facebook  ) 

And what is making matter more aggravating is that I have not received my refund?


Business Response:

Dear Mr. *******,

This letter is in response to your recent BBB inquiry.  It appears that our previous communications with you did not explain the issue as well as you would have liked. 

You had stated that EVINE Live pulls credit on every single purchase each day. We pull credit periodically as warranted by your account balance. EVINE Live is extending you credit because we ship merchandise to you before full payment is received. We are not notified in advance which order will prompt a credit evaluation. We have several disclaimers on our website www.evine.com and on our programming.

Sincerely,

K. ******

Credit Payments Lead

CC: Better Business Bureau

**** ** *** *******

4/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: this product brought a terrible skin rash to my face and therefore I am requesting that a refund be issued beyond your shallow return window by the manufacturer you are representing in your website/TV advertisement. additionally I request a refund of my full purchase amount due to dissatisfaction with your product. you customer service department told me too bad no returns beyond 30 days mine was approximately 60. thank you

Desired Settlement: reasonable action in the form of a refund not tuff stuff you waited too long

Business Response:

Dear ******** *****,

We have received your complaint from the Better Business Bureau regarding your return of the Skinn cosmetics (order#*********).  I apologize for any inconvenience this has caused.

I have attempted to reach you via telephone to no avail.

If you have any additional questions, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at ***************** between the hours of 9am-5:30pm EST, Monday through Friday.

Thank you for your understanding and cooperation.

Sincerely,

Bridget ******

Executive Resolution Office

EVINE Live

CC:  Better Business Bureau

**** ** *** *******

Consumer Response:

 I am rejecting this response because:

yes they called 2x I was working when I called back I was routed to voicemail and suggested email contact.  I have had none except from your office so I sent an email I am hopeful for a response rather than a dismission which is all I have received at this time


Business Response:

Dear ******** *****,

We have received your complaint from the Better Business Bureau regarding your return of the Skinn Cosmetics Six-Piece Eye, Lip, and Neck Age Zone Treatments (order#*********).  I apologize for any inconvenience this has caused.

Per our phone conversation April 22, 2016, we discussed EVINE Live’s return policy. I advised you that EVINE Live will reject any returns received after 30 days from the date of receipt. You had disclosed that you did not know that items are required to be returned within 30 days of receipt. At that time I informed you that our 30 day return policy is printed on the back of the invoice that you used to return the item, this information is also available on the EVINE Live website. I apologized but we will not be able to make an exception, we are unable to authorize a return.

If you have any additional questions, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at *****************between the hours of 9am-5:30pm EST, Monday through Friday.

Thank you for your understanding and cooperation.

Sincerely,

Bridget ******

Executive Resolution Office

EVINE Live

CC:  Better Business Bureau

**** ** *** *******

4/21/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a mattress from Evine. Upon ordering I asked if this mattress was the equivalent to a "Luxury Firm" After waiting on hold for 8 + mnutes the CS Rep verified it would be equivalent. I went online and ordered. The first mishap was they did not honor the deferred interest as advertised. I contacted there card provider and they adjusted it for me. This mattress was sold with the understanding of having a 10yr warranty. The mattress in a years time has diminished in performance and feel drastically causing severe back pain sleping on it. I called Evine today to have them honor the product they represent and sell. they gave me the run around and stated i needed a Warranty card and to contact Simmons. I was never given a warranty card. When I contacted Simmons they stated I needed to take up the replacement issue with the merchant. I called Evine back and wanted my call escalated after 20 mins of arguing with me and debating what was stated they supposedly transferred me to there excalation department. They as well were argumentitive. I made it clear they sold me the product and it was there resonsibility to champion this to resolution. Seeing as this sale was misrepresented from the beginning and Evine conducts themselves in a less then professional and reputable organization. I seek a full refund and this product removed from my residence. This seems to be the normal with them horrible customer service and refusal to take care of the customer when there is an Issue. I will continue to pursue legal and contact other consumer beware organizations for resolution. This becomes an issue of principal. How a company can be so wreckless and unprofessinal and get away with it in todays marketplace is beyond understanding!!

Desired Settlement: REFUND. I tried for a warranty replacement. In light of this experience, the lack of professionalism and misrepresentation of this product I am not comfortable with anything less. This product has proven to be less than it was presented to be.

Business Response:

Dear ******* *****,

We have received your complaint from the Better Business Bureau regarding your Simmons BeautySleep Persuasion Plush Mattress (order# *********).  I apologize for any inconvenience this has caused.

During our conversation on April 4, 2016, you advised me that the mattress was defective and that you wanted to return it for a full refund.  I advised you that the order was placed in March of 2015 and a late return of the mattress could not be accepted.  I advised you that you would need to contact Simmons and work within the warranty.  Due to the fact that you stated you would not contact Simmons, I advised you that I would reach out to them on your behalf and request that they contact you.  Although you disconnected the call at this point, a request was sent to Simmons to have them reach out to you.

If you have any additional questions, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at ***************** between the hours of 9am-5:30pm EST, Monday through Friday.

Thank you for your understanding and cooperation.

Sincerely,

LeShonn ******

Executive Resolution Office

EVINE Live

CC:  Better Business Bureau

Consumer Response:

 I am rejecting this response because:
I have made 3 attempts to contact Simmons. Once I spoke to a live person they told me to contact the retailer. The other 2 times I was transferred to a voicemail. I have left 2 MESSAGES with Simmons and not ONE response. I did not buy the mattress from Simmons I purchased it from Evine! In light of Evine's  rude and argumentitive manner when contacting them, my inability to reach Simmons or get a response, Evine's deceptive representation in the sale of this mattress and ease of resolution through Simmons if there was an Issue, and the time and money Invested in alternate needs for me to sleep on nightly. I seek a REFUND. 

 

I have contacted a consumer affairs reporter here in NY who also looked into this and has confirmed Evine as a whole has more consumer related issues then all other major TV shopping venues. I am also consulting family counsel. This is larger then the $449.00. It's principal. I will not be decived as a consumer and then receive the service or lack of and have this be acceptable. 

 

I purchase a mattress to sleep on. I had to purchase an Aerobed to have a temporary place to sleep. a reasonable amount of time has passed I have no resolution! I will not put my sleep comfort off for Evine or Simmons and there deceptive and less than professinal service of handling of this matter. I will purchase from a local brick and mortar. 

 

If I do not have immediate resoltion I will be moving forward with the consumer affairs reporter here in NYC and this story will get filed. I will also look at my options legally. I will not just sit on my hands and accept the hand currently being dealt.

 

Regards,

 

******* *****

###-###-####

 


Business Response:

Dear ******* *****,

We have received further correspondence from the Better Business Bureau regarding your Simmons BeautySleep Persuasion Plush Mattress (order# *********).  I apologize for any inconvenience this has caused.

Simmons advised that a voicemail was left for you on April 6 and April 18, advising you to please contact them in regards to your warranty claim.  Please contact them at ###-###-#### or claims@simmons.com so that they may further assist you.

If you have any additional questions, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at ***************** between the hours of 9am-5:30pm EST, Monday through Friday.

Thank you for your understanding and cooperation.

Sincerely,

LeShonn ******

Executive Resolution Office

EVINE Live

CC:  Better Business Bureau


4/18/2016 Problems with Product/Service
4/16/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a sweater from Evine Live back at the end of December. I returned the item because it was too large in February. I have just received a notice from UPS Informing me that the item that I returned were outside the holiday return window. Also, that they would ship these items to me again and I would not be credited for these items after speaking to a customer service rep. Who told me there was nothing I could do to receive my credit, he the placed me on the phone with Peter (supervisor ) who said he couldn't do anything about this either. I have been a long time customer with eine and am sorely disappointed

Desired Settlement: Billing credit

Business Response:

Dear **** ******,

We have received your complaint from the Better Business Bureau regarding the late return of your Oso Casuals Cardigan (order# *********).  I apologize for any inconvenience this has caused.

I have attempted to reach you via telephone to no avail.

If you wish to discuss this matter further, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at ***************** between the hours of 9am-5:30pm EST, Monday through Friday.

Thank you for your understanding and cooperation.

Sincerely,

LeShonn ******

Executive Resolution Office

EVINE Live

CC:  Better Business Bureau

**** ** *** *******

4/15/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I placed an order with SHOPHQ on Thursday October 10th, in the evening. I was guaranteed by the CSR to receive the item I had ordered.... At 8:33 pm on Thursday October 10th , I placed an order via phone to Shop HQ. My order number was, #********. While placing my order I explained to the CSR that I had a concern that a friend of mine, had tried to place an order with SHOP HQ and the next day, they were told their credit was checked and they (friend) did not qualify to go through with the order (with the "VALUE PAY" system), and their order was cancelled. I asked three (plus) times if my order was guaranteed to be honored and I would be receiving the Invicta Bolt Zeus (#623-668) that I had ordered for $359 with 6 value payments of 56(and change). She assured me 100%, that my mastercard would be charge 96 (and some change) on the 10th(first payment, tax and shipping), then for the remaining 5 months my card would be charged the 56 (and change). Did I mention that she said "Yes 100% sure your order has gone through, and you will be receiving your order by the 29th of October...100% SURE!" So imagine my surprise when at 7:34 the next morning (10/11/2013) I receive an email stating that my order had been canceled! (WTF), that my credit had been pulled and I did not qualify for the value pay option. I did not at any time verbalize that I was okay with getting my credit checked (or had any other inclination that my credit was going to be checked for this transaction.), nor was I wanting to apply for a credit card. Further more, I ASKED point blank, if I too might have the same situation as a friend had had when tiring to buy an item, and was told "100%" I would have no problem! What kind of a company pulls this kind of crap? When placing my order I wasn't even asked for my address, only the shipping address, so how do they pull a credit report (that I in NO WAY authorized ) when all they have is my name and credit card number!? While on hold tiring to get in touch with the ordering department it states that the call is likely to be recorded for training purposes, good go back and listen to your awful customer service reps, that don't even know how evil the company they are working for is! I have collected Invicta watches for some time, and was very happy to add another one to my collection, only to have this horrible service! Shop HQ should be ashamed as a company for they way they do business. I plan to pass this complaint on to Invicta as well, so they are aware of the way things are done on SHOP HQ. After two days the funds that were charged on my card were returned. I placed an order with SHOPHQ on Thursday October 10th, in the evening. I was guaranteed by the CSR to receive the item I had ordered.... At 8:33 pm on Thursday October 10th , I placed an order via phone to Shop HQ. My order number was, #********. While placing my order I explained to the CSR that I had a concern that a friend of mine, had tried to place an order with SHOP HQ and the next day, they were told their credit was checked and they (friend) did not qualify to go through with the order (with the "VALUE PAY" system), and their order was cancelled. I asked three (plus) times if my order was guaranteed to be honored and I would be receiving the Invicta Bolt Zeus (#623-668) that I had ordered for $359 with 6 value payments of 56(and change). She assured me 100%, that my mastercard would be charge 96 (and some change) on the 10th(first payment, tax and shipping), then for the remaining 5 months my card would be charged the 56 (and change). Did I mention that she said "Yes 100% sure your order has gone through, and you will be receiving your order by the 29th of October...100% SURE!" So imagine my surprise when at 7:34 the next morning (10/11/2013) I receive an email stating that my order had been canceled! (WTF), that my credit had been pulled and I did not qualify for the value pay option. I did not at any time verbalize that I was okay with getting my credit checked (or had any other inclination that my credit was going to be checked for this transaction.), nor was I wanting to apply for a credit card. Further more, I ASKED point blank, if I too might have the same situation as a friend had had when tiring to buy an item, and was told "100%" I would have no problem! What kind of a company pulls this kind of crap? When placing my order I wasn't even asked for my address, only the shipping address, so how do they pull a credit report (that I in NO WAY authorized ) when all they have is my name and credit card number!? While on hold tiring to get in touch with the ordering department it states that the call is likely to be recorded for training purposes, good go back and listen to your awful customer service reps, that don't even know how evil the company they are working for is! I have collected Invicta watches for some time, and was very happy to add another one to my collection, only to have this horrible service! Shop HQ should be ashamed as a company for they way they do business. I plan to pass this complaint on to Invicta as well, so they are aware of the way things are done on SHOP HQ. After two days the funds that were charged on my card were returned.

Desired Settlement: I am wanting the only thing I started this with, my watch. I am requesting that I be able to get the watch on the terms I was promised (item # 623-668, 359 watch price, 6 payments of 56 & change), or even better for my time and frustration. I will take no less.

Business Response:

Dear Mr. *********,

We have received your complaint from the Better Business Bureau regarding the cancelation of your order (********). We want to apologize for any incorrect information you may have received when your order was placed.

Per the recent phone call with you on October 15, 2013, we reviewed our ValuePay qualification process. Unfortunately, we were unable to verify your name and address through our verification process. You advised our Credit Supervisor that the incorrect address had been pulled but had not wanted your credit repulled using your correct address.

The ValuePay option allows a customer to make monthly payments to ShopHQ using their own payment method. Since ShopHQ releases the order before full payment has been received, we have a legally permissible reason to check the customer’s current credit history. This information is intended to be used for a credit transaction that you had requested when you placed the order. Our website (www.shophq.com) and disclaimers on air that ValuePay is available to qualifying customers.

The authorization for this order has been reversed and communicated with your bank electronically. This was reversed on October 12, 2013. If you would like us to attempt to requalify you for ValuePay option please contact ShopHQ’s Credit Department at ###-###-####.

Sincerely,

TJ *****

Payments Manager

ShopHQ

CC: Better Business Bureau

**** ** *** *******

4/14/2016 Problems with Product/Service
4/13/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 04/02/2016 I ordered a Invicta Grand Diver 50 mm automatic watch in the two-tone(Important) version for $ 99.99 plus shipping. Total order value including taxes is 107.68. Ever since evine took over from shopHQ I double or triple check my orders, since a lot of orders from this fine company are either shipped wrong or only after multiple emails to evine. Delivered was the right model watch, but I goldtone. After I placed my order, I checked I checked it at least twice and I placed it correct In two-tone. So I sent an email to evine customer service and made the suggestion, that, instead of sending the watch back, I would keep it for a $ 20 discount on my next order. About 36 hours later Evine answered that the watch was ordered in gold tone. I checked the website and the order showed gold tone now. I know and like I said double checked the order and I ordered the two tone watch. So they changed the order to avoid the replacement shipment and told me, if I send the watch back, I get charged again. Please warn other customers about this company.

Desired Settlement: Since I already used the wrongly delivered watch I want a $ 20 coupon for my next order or the free delivery of the ordered 2 tone watch.

Business Response:

Dear ****** ********,

We have received your complaint from the Better Business Bureau regarding your Invicta watch order (Order # *********).  I apologize for any inconvenience this has caused.

During our conversation on April 12, 2016, I advised you that your order was placed online, and that EVINE Live cannot change the parameters of the order once it is placed.  I am sorry that you received an item that you did not wish to order, but as your order was placed online, we are unable to accept responsibility for this selection error.  When presented with this information, you disconnected the call.

You have the option to return your order for a refund.  If you wish to do so, please follow the return instructions included the invoice you received with your order.

If you would like to discuss this matter further, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at *************** between the hours of 9am-5:30pm EST, Monday through Friday.

Thank you for your understanding and cooperation.

Sincerely,

Douglas ****

Executive Resolution Office

EVINE Live

**** ** *** *******

Consumer Response:

 I am rejecting this response because:

When I received the order  I checked online and it showed the two tone watch. After my complaint(day later) the order showed the gold tone watch. I ended the call with Evine, because basically they call me a liar.

They told me they can not change orders in there system, but that is not true. Over the years I ordered about 30 watches from Evine (and former shopHQ and shopNBC) and NEVER did I get a wrong watch. Ever since Evine took over, the delivery sucks and now they want to blame me for  their mistake. Not even a idea to solve the problem customer friendly. I think it is time to have my lawyer look into this.

After checking online for customer complaints and ongoing lawsuits against Evine, (and there is tons of complaints against these people) I think, there is a fair chance in court.


4/12/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have purchased several watches from Evine and the customer service has been poor. I recently purchased a Invicta Watch and it stopped working within a few weeks. I have tried to contact the Invicta and Evine customer service team several times and I have had no replies yet. I would like the money refunded back to my account since the watch stopped working within Evine 30-day worry free return policy.

Desired Settlement: I would like the $130.00 refunded to my account and you can have the watch back.

Business Response:

Dear *** ***********,

We have received your complaint from the Better Business Bureau regarding your request to return order # *********.  I apologize for any inconvenience this has caused.

During our conversation on April 6, 2016, I advised you that this order was placed on December 16, 2016, and was covered by our extended holiday return policy, and that we would have needed to receive it in our returns department by January 31, 2016.  You claimed that you had contacted EVINE within this return period, and that our agent directed you to the manufacturer’s warranty rather than providing return instructions.  I advised you that we do not have any notes to this extent, and I was unable to find recorded calls within the return timeframe.

I advised you that we would have to ask that you work within the terms of Invicta’s warranty, and that I would request that a representative from Invicta contact you to initiate a warranty claim.

If you would like to discuss this matter further, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at *************** between the hours of 9am-5:30pm EST, Monday through Friday.

Thank you for your understanding and cooperation.

Sincerely,

Douglas ****

Executive Resolution Office

EVINE Live

CC:  Better Business Bureau

Business Response:

Dear *** **********,

We have received further correspondence from the Better Business Bureau regarding your complain.  I apologize for any inconvenience this has caused.

During our conversation, I advised you that we were unable to verify your claim that you had called EVINE Live within the stated return timeframe for your order.  I apologize, but we are unable to accept a return on your order as it is outside EVINE Live’s return period.  We have asked that Invicta contact you to initiate warranty service on your watch.  You may also contact Invicta directly at ###-###-####.

If you would like to discuss this matter further, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at *************** between the hours of 9am-5:30pm EST, Monday through Friday.

Thank you for your understanding and cooperation.

Sincerely,

Douglas ****

Executive Resolution Office

EVINE Live

Consumer Response:  I am rejecting this response because:

I contacted Evine within their allotted time and they rejected the return.

4/12/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Ordered an "Apple Macbook Air" computer online from Evine on 2/5/2016 order # *********. Item delivered via UPS on 2/12/2016 with 30-day return policy from delivery date (2/12/2016). Item was returned to Evine via UPS on 3/8/2016 UPS return tracking number *********************** and received by Evine on 3/14/2016 UPS return receipt signed by RAMIREZ. Item returned to Evine within 30-day Evine return policy. As of 4/8/2016 Evine has failed to refund purchase price to my account even though Evine and UPS tracking clearly shows this item was received by Evine on 3/14/2016. Evine continues to charge my Evine account for payments on this item they have received and shows returned to Evine. Several calls to Evine customer service concerning this matter has not been resolved. I have called Evine and talked to Evine customer service 6 different times since February 2016 and told they have received returned item and will process a credit refund to my account within a few days. First called Evine on this matter back in February 2016 after UPS tracking shown Evine received the return. With every call to Evine customer service they say a claim has been filed with their returns department and a refund should show within 3 to 5 days on my account. Evine customer service told me this 6 different times since February and as of 4/8/2016 still no refund has been credited to my account. Evine continues to give me the run-a-round ensuring me they have received the item return, yet Evine fails to submit a refund for this returned item. Evine has continually told me to wait 3 more days, and 3 more days, ever since February. But Evine fails to actually post a refund to my account. Instead, Evine continues to charge my account for more and more payments for this returned item. Three payments have been charged so far to my Evine account for this returned item, still with no resolve or no refund from Evine. Only more and more run-a-round every time I speak to Evine customer service.

Desired Settlement: Refund the 3 payments Evine has charged to my Evine account immediately. Evine has this returned item in their possession and must follow through with a full refund. No more waiting and no more run-a-round from Evine.

Business Response:

Dear ******* ******,

We have received your complaint from the Better Business Bureau regarding your return of the Apple Macbook Air laptop (order#*********).  I apologize for any inconvenience this has caused.

Per our conversation on April 8, 2016 I had advised you that I would email the Vendor to inquire as to why the refund was not issued in a timely manner.  I advised you that I would follow up later in the week. I have left you a voicemail on April 11, 2016, to inform you that I have processed a refund as of today to the EVINE Live credit card that was used on the order. The refund can take 3-5 business days to process back to your original method of payment. This time frame depends on your financial institutions processing time and billing cycle. Once again I apologize in the delay of your refund.

If you have any additional questions, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at *****************between the hours of 9am-5:30pm EST, Monday through Friday.

Thank you for your understanding and cooperation.

Sincerely,

Bridget ******

Executive Resolution Office

EVINE Live

CC:  Better Business Bureau

**** ** *** *******

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

4/12/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I returned a defective chair to them a month ago. Not only have I not received a refund for the original transaction of 75.99 fron 2/7/16 but then they charged me again on 3/11/16 for $49.83 When they had the chair back for over 2 weeks. I've contacted them over 5 times. They keep telling me they have the chair and will refund me for both transctions. It has now been over a month and they still have not refunded anything!

Desired Settlement: I want them to refund both charged AND any interest incurred sincev the chair has been in THEIR possession the WHOLE time!!!

Business Response:

Dear ****** ********,

We have received your complaint from the Better Business Bureau regarding your return of the Safavieh Carolina chair (order#*********).  I apologize for any inconvenience this has caused.

Per our conversation on April 1, 2016, I explained that there was an unforeseen delay in processing your refund. I apologized for this delay and advised you that I have processed a full refund to the EVINE credit card that was used on the order. The refund can take 3-5 business days to process back to your original method of payment. This time frame depends on your financial institutions processing time.

If you have any additional questions, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at *****************between the hours of 9am-5:30pm EST, Monday through Friday.

Thank you for your understanding and cooperation.

Sincerely,

Bridget ******

Executive Resolution Office

EVINE Live

CC:  Better Business Bureau

**** ** *** *******

4/11/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: For over two weeks now I have been receiving harassing phone calls to both my home and cell phone from Evine Live Credit Reauthorization Department. I called in this morning and was immediately sent to a supervisor in the credit reauth department who nonchalantly took my information, said there was an "error" but did not elaborate what type of error, that it was "nothing I did' and that " customer service did not close something out". She then said I needed to "call" Evine customer service and ask for a supervisor. I asked her if she could please facilitate this since I had no idea what the "error" was and she threw me on hold and put me into the evine live customer service general call center. The CSR I spoke with had not idea what I was talking about, I asked for a supervisor, she said they were all in meetings. I am DISGUSTED by this entire situation and the amount of harassment I had to endure all for something that I did not cause. I am also DISGUSTED by the lackadaisical attitude and unprofessionalism exhibited by your "supervisor" in your credit reauthorization department. In addition, I have NO idea how Evine obtained my home phone number, but I fully plan on filing harassment charges if this is not rectified IMMEDIATELY

Desired Settlement: I want to speak with the most senior level employee at this company and I expect to be compensated for the amount of harassing phone calls and mistreatment by employees

Business Response:

Dear ***** ********,

We have received your complaint from the Better Business Bureau regarding the phone calls that you have been receiving from our Reauthorization Department. I apologize for any inconvenience this has caused.

During our conversation on March 28, 2016, I advise you that I will research further and contact you back. On Mach 29, 2016, I advise you that I contacted our Credit Department to look into this further. They were able to determine that you were being contacted in error. They did not share with us the error that occurred, only that they will make sure that your phone number has been taken out of their systems.

If you have any additional questions, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at ******************* between the hours of 9am-5:30pm EST, Monday through Friday.

Thank you for your understanding and cooperation.

Sincerely,

Lisa ********

Senior Supervisor Executive Resolution

EVINE Live

CC:  Better Business Bureau

4/10/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: i purchased a slow cooker from evine live and was not satisfied with the item, the handle would not stay locked in place and i was unable to use it in that condition, i called evine live and was told to ship it back and a refund would be given to me, i had thrown out the papers, the extra shipping label, so i had to pay to have it shipped out of my own pocket, when i called and asked for an additional label i was told one could not be mailed to me. i PAID 73.02 FOR THE ITEM TO BE SHIPPED OUT OF MY OWN POCKET. EVERYTIME I CALL EVINE THEY ASK TO SPEAK WITH MY HUSBAND WHO WORKS 7 DAYS A WEEK AND IS NEVER HOME TILL AFTER 10 P.M. -I WANT OUR MONEY BACK PLUS THE POSTAGE OF $73.02, WE HAVE DONE ALOT OF BUSINESS WITH EVINE AND THEIR CUSTOMER SERVICE REPRESTATIVES ARE VERY RUDE. Product_Or_Service: SLOW COOKER Order_Number: ********* Account_Number: CUSTOMER#********

Desired Settlement: DesiredSettlementID: Refund PLEASE REFUND PURCHASE AMOUNT AND THE POSTAGE. THANK YOU

Business Response:

Dear ****** ******,

We have received your complaint from the Better Business Bureau regarding your return of the Kalorik digital slow cooker (order#*********).  I apologize for any inconvenience this has caused.

Per our conversation on March 28, 2016, I advised you that a full refund did process on March 26, 2016 to the MasterCard that was used on the order. The refund can take 3-5 business days to process back to your original method of payment. You had indicated you paid for the return postage. I advised since the item was defective we would be happy to reimburse your postage paid, providing you could fax me the receipt. Our fax number is ###-###-####.

If you have any additional questions, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at ***************** between the hours of 9am-5:30pm EST, Monday through Friday.

Thank you for your understanding and cooperation.

Sincerely,

Bridget ******

Executive Resolution Office

EVINE Live

CC:  Better Business Bureau

**** ** *** *******

4/9/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On January 14, 2016 I called from my home phone the Evine Live company to inquire about an 8 piece Cooks cookware set that I wanted to order for a March 5th bridal shower gift. I had some questions about the product itself and also notified the ordering representative that it was going to be a gift which would be given March 5th. The representative told me about the product, and that being a gift would pose no issues. The cookware set was not accepted by the person, as it was not what she wanted, it was too heavy for her to handle, and she wanted a different type of cookware. It was returned to me on March 14th for me to return. I called the Evine company on March18 to inquire about a return label. It was at this time the gentleman told me it was past the 30 day return policy. I explained to him all the details mentioned above, that I called first to inquire about the product, that it was going to be a gift, etc., etc. He relayed a request for a supervisor to get back to me. The next morning, I left at 9:00 AM for an appointment and also I returned the package to the UPS store in Plainview, NY. I paid &39.96 for the shipping. When I returned home about 1:30 pm, there was a message from Tanya from Evine Live that was logged in at 11:05 am. I returned the call but a different rep helped me by repeating the same "Rules" regarding the return. Again, after explaining the above noted details, my explanation was again ignored. At this juncture, it was apparent to me that the Evine Live company was not willing to accept responsibility for their company's misleading and misinformation, citing excuses such as "The reps do not know about return policies". I then said to the rep that if that was the case, the rep should have placed me on hold and asked a person in charge what exactly the policy was about gifts being purchased in advanced. The price of the cookwared totaled &188.30 which included tax and shipping. Evine Live has already deducted $56.33,and $26.93 two times, totaling $109.17 Product_Or_Service: Cooks 8 Piece cookwared set, Blush color Order_Number: ********* Account_Number: Invoice #*********

Desired Settlement: DesiredSettlementID: Refund A refund totaling $149.07 Which includes: $56.33 Initial flex pay payment $26.39 February flex pay payment $26.39 March flex pay payment $39.96 MY OUT OF POCKET COST FOR RETURN FEE TO UPS

Business Response:

March 29, 2016

******** ******

*** ******* ***

Medford, NY 11763

Customer Number:  *******

Case#:  ********

Dear ******** ******,

We have received your complaint from the Better Business Bureau regarding your request for a late return on order # *********.  I apologize for any inconvenience this has caused.

During our conversation on March 24, 2016, you claimed that one of our ordering agents had told you that because you said that this item was going to be a gift, you could return it outside of our stated 30-day return policy.  I advised you that after reviewing calls on your account, we were unable to find a call where an agent provided you with this information.

You did contact EVINE Live on March 18, 2016 to ask for a return extension, and during that call, our agent advised you that it was beyond our 30-day return policy and that it could not be accepted.  You asked for a supervisor, and our agent said a supervisor would call you.  You advised me that you then sent the order back the next day prior to our Customer Service supervisor calling you.

I apologize, but we are unable to accept a late return on your order.  This order has been returned to you via UPS ******************.

If you would like to discuss this matter further, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at *************** between the hours of 9am-5:30pm EST, Monday through Friday.

Thank you for your understanding and cooperation.

Sincerely,

Douglas ****

Executive Resolution Office

EVINE Live

4/9/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I brought this TV and less than a year later-no picture and no sound. Evine sold a defective TV This TV was only used in guest room Paid $518.99 for SHARP AQUOS 48inch class led TV-V424236-TV was put in my guest room ,and since I don't have many quests -I didn't know it was defected -my invoice says brought 10/16/2014-item 451763-paid by credit card.

Desired Settlement: i would like a full refund

Business Response:

March 29, 2016

********* ******

** ***** ***** ***

Charlottesville, VA 22901-8962

Customer Number:  *******

Case#:  ********

Dear ********* ******,

We have received your complaint from the Better Business Bureau regarding your Sharp Aquos 48” television (order#********).  I apologize for any inconvenience this has caused.

Per our conversation on March 28, 2016, I advised you that the manufacture warranty was for one year limited parts and labor. Unfortunately, since you purchased this on October 15, 2014 your warranty time frame has lapsed and there was nothing further that EVINE could help with.

If you have any additional questions, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at *****************between the hours of 9am-5:30pm EST, Monday through Friday.

Thank you for your understanding and cooperation.

Sincerely,

Bridget ******

Executive Resolution Office

EVINE Live

CC:  Better Business Bureau

4/3/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought Jewelry Armoire and two months later the lock broke. I was given a hard time by the manufacturer and Evine when I wanted the item replaced. I bought Jewelry Armoire and two months later the lock broke. I was given a hard time by the manufacturer and Evine when I wanted the item replaced. There is a WOLF phone number on the Evine webpage featuring the product since the item is covered under a WOLF one year warranty. I called WOLF and the gentleman who answered the phone told me I had to deal with Evine directly. I called a customer service "professional' and they told me I had to deal with WOLF directly. She took my complaint and said I would receive a call from someone else regarding the broken item. I never revived a call back. I called the gentleman at WOLF again and he said I had to get a box to package it up and take it out to mail it. I was required to pay for the box, bubble and postage. We are talking about a $100.00 dollar item. They require the customer to do all the work even though they sold the customer a very defective item. The gentleman at WOLF was extremely rude the second time I called. After that I called Brigitte at the customer service at the corporate office and explained my situation to her. She said there was NOTHING Evine could do and she would call WOLF on my behalf. Brigitte said she will get back to me in 3 days. In approximately 3 days she called me back and said WOLF would pay for the return shipping by sending me a label but I had to find a box pack it up and take it out to get it shipped. I was responsible for the cost of the box 47x x 14 x 4 and the stuffed used to package the item. Again I'm doing all the work for an item they don't stand behind. After I COMPLAINED she offered me up to $15.00 to pay for the box, bubble to wrap the mirror. Of course I had to push her to do. She forgot I bought the item form her company EVINE!!!! The customer service was horrible and the idea that I have to go out of my way to return this defect 'large' piece is unbelievable. Clearly EVINE does not stand behind their products since after the 30 days they act like they never sold it to you. Most people who just give up and keep the armoire or throw it in the garbage and never shop at Evine again. My experience with Evine Live their products and prices are excellent but the moment you have to deal with customer service it's a nightmare. Shop at your own risk and hope you NEVER have to deal with customer service.

Desired Settlement: I do not want to be responsible for finding a box and taking it out of my home to ship. It's not fair considering they sold me a defective item. Time is money and I'm not going to spend an hour of my time on this horrible product. I've spent way too much time talking to customer service already. It's bad enough that I have to remove every piece of jewelry from the armoire. I would also like to know how they are going to improve their customer service so when the next customer calls they will not get the runaround. This is not the way to treat good costumers.

Business Response: Dear ********* ******,

We have received your complaint from the Better Business Bureau regarding the WOLF
"Over-the-Door & Wall" Jewelry Armoire w/ Vanity Mirror (order# *********), which you claim has a defective locking mechanism. I apologize for any inconvenience this has caused.

We first spoke regarding the armoire on March 14, 2016. During this call you requested to return the armoire. I contacted our vendor for this product, and they agreed to accept a late return, and that they would also provide a pre-paid return label, but that the armoire would have to be packaged in some way. You stated that you no longer have the original packaging, so I offered to reimburse you up to $15 for you to go and purchase the necessary materials to send the item back. During that call, you advised me that you would have to think about this and would call back.

During our conversation on March 23, 2016 I again advised you that EVINE Live is happy to offer a refund, but that the item will have to be returned. I went over what we had discussed in our earlier call, and again you said you would think about my offer.

If you have any additional questions, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at *******@evine.com between the hours of 9am-5:30pm EST, Monday through Friday.

Thank you for your understanding and cooperation.

Sincerely,


Bridget ******
Executive Resolution Office
EVINE Live

CC: Better Business Bureau

4/3/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Ordered an Invicta Watch and post office returned it to Evine due to undeliverable address. They cancelled the order and restocked the sold out item which I saved over $202 on. I emailed and called because I wanted the item. The representative had no way of returning the item to me with proper address... Told by a supervisor I could go on waiting list and have them email me when and if it comes back in stock. I asked if you can contact for that reason, why not contact me to tell you have my undeliverable item and ask if the address is correct or is there a better address...? I Lost out on a great deal!

Desired Settlement: I want that exact watch for the same price!

Business Response:

Dear **** ********,

We have received your complaint from the Better Business Bureau regarding the delivery of order # *********.  I apologize for any inconvenience this has caused.

According to USPS tracking number **************************, there was an insufficient address to deliver this package, and it was returned to EVINE Live.  When you notified our Customer Service team that the package had not been delivered on March 22, 2016, the tracking information was confirmed and a refund was processed.  At that time, the item was sold out, and we were not able to place a new order.

You were subsequently able to place a new order (order # *********) on March 25, 2016 when the item became available, and we matched the same price and terms as your original order.

If you would like to discuss this matter further, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at *************** between the hours of 9am-5:30pm EST, Monday through Friday.

Thank you for your understanding and cooperation.

Sincerely,

Douglas ****

Executive Resolution Office

EVINE Live

CC:  Better Business Bureau

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

4/2/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Refused to return defective item -item broke one week after 30 day return policy expired -Called customer service, they called they Manufacturer and agreed to return. They provided me with the return address and the return authorization code for acceptance to return. - I shipped it back to the address included the Return authorization code and paid to ship it back. - The item was later returned to me with a letter stating they could not accept it. - I called Evine and the customer service agent apologized and said that she would call me back in three days with the return information - almost two weeks past and no call - I called Evine and asked about it and they stated that the called and left a message on my phone...I DID NOT receive any message from Evine - They refused to return it, because too much time had past, now we are at 60 days. - I sent it to the address they provided and I fail to see how this is my fault. - A supervisor was consulted and yet, they still would not return it. _ the item didn't work and they wasted my time, and money. It was not that much, but it really upsets me, because I did nothing wrong.

Desired Settlement: 116.00

Business Response: Dear ***** ******,

We have received your complaint from the Better Business Bureau regarding the return of your Striiv Fusion Bio Watch (order# *********). I apologize for any inconvenience this has caused.

I have attempted to reach you via telephone to assist with the return, however I have not received a call back from you.

If you wish to discuss this matter further, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at *******@evine.com between the hours of 9am-5:30pm EST, Monday through Friday.

Thank you for your understanding and cooperation.

Sincerely,


LeShonn ******
Executive Resolution Office
EVINE Live

CC: Better Business Bureau

3/31/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ORDERED THESE TWO RINGS A FEW MONTHS AGO AS A GIFT FOR MY MOTHER AND I. THE RINGS NEVER ARRIVED. I CALLED EVINE LIVE. THEY SAID THEY WOULD SEND FORM THE CLAIM FORMS NEVER ARRIVED. I EVEN TRACKED WITH THE POSTAL SERVICE AND NOTHIGN COULD BE FOUND. EITHER THE RINGS WERE NEVER SENT AND IT IS A SCAM OR STOLEN. THE COMPANY REFUSED TO WORK WITH ME. HERE IS THE ITEM NUMBERS AND SHIPPING/TRACKING NUMBERS Order date: 7/19/2015 Order #: ********* Total: $243.70 Order Details and ValuePay Items in order:Status: 143-719 - Stefano Oro14K GoldBella Rosa RicamiLaser ... Shipped 7/21/2015 Tracking #: ********************** 143-719 - Stefano Oro14K GoldBella Rosa RicamiLaser ... Shipped 7/21/2015 Tracking #: **********************

Desired Settlement: THE FULL TOTAL OF $243.70

Business Response:

March 29, 2016

**** *******

*** **** ****** *****

Chapin, NC  29036

Customer Number:  ********

Case#:  ********

Dear **** *******,

We have received your complaint from the Better Business Bureau in regards to the delivery claim filed on July 31, 2016, for your 14K Bella Rosa Rica Rings (order# *********).  I apologize for any inconvenience this has caused.

During our conversation on March 28, 2016, I advised you that I had spoken with our Claims Department, who advised that they never received the original Claim Forms that were mailed to you on August 10, 2015.  They advised that they spoke to you on December 10, 2015, and made an exception to resend the Claim Forms via mail as well as to your email address.  They advised that as of today’s date, your Claim Forms were never received back and therefore, another exception could not be made.

If you have any additional questions, please contact me directly via telephone at ************ or ************** or via email at ***************** between the hours of 9am-5:30pm EST, Monday through Friday.

Thank you for your understanding and cooperation.

Sincerely,

LeShonn ******

Executive Resolution Office

EVINE Live

CC:  Better Business Bureau

Consumer Response:


Complaint: ********

I am rejecting this response because:
I called Evine Live when I never received the forms to fill out. The costumer service representative the. Said she would email the forms again. Yet again, I never received any forms to my email. At my last attempt, I asked the costumer service representative to send the dorms in an envelope to my home address and notate our conversation. I waited weeks and again no papers arrived. Then before opening a claim with the BBB I called Evine Live and told them that twice the papers weren't emailed and the ones promised to be mailed were never mailed. I even tried the tracking number again and it says untraceable. This seems very shady to me that the tracking number proves I never received the item. Also, the fact that the company keeps making excuses and lies as to why I haven't received the proper return forms. This is my last resort as I have always shopped online and never encountered this horrible experience. I have added a photo including the purchase total and tracking numbers so you can see I never received the item. 

Sincerely,

**** *******

Business Response:

Dear **** *******,

We have received further correspondence from the Better Business Bureau in regards to the delivery claim filed on July 31, 2015, for your 14K Bella Rosa Rica Rings (order# *********).  I apologize for any inconvenience this has caused.

The Claims Department has made their final decision and another exception cannot be made.

If you have any additional questions, please contact me directly via telephone at ************ or ************** or via email at ***************** between the hours of 9am-5:30pm EST, Monday through Friday.

Thank you for your understanding and cooperation.

Sincerely,

LeShonn ******

Executive Resolution Office

EVINE Live

CC:  Better Business Bureau


3/30/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was receiving numerous advertisement and offer emails from Evine. I unsubscribed with them online five separate times and still received emails. I then sent an email through their site and still received emails. I then called them four separate times, each time after having just received another email from them. On each call I was assured that the problem was being fixed. On one call I was told my email address was deleted; on another call, I completely closed my account with them. Today I received another email and made the fourth call. I have done everything possible on my part to get them to stop. I explained to the customer service people with which I spoke that the product I purchased and the handling of my order was not a problem, but I consider the unrelenting emails as harassment and that I would be filing a complaint with the BBB today.

Desired Settlement: STOP SENDING UNWANTED EMAILS!

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** ******

3/29/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Misleading Sales presentation Order date 3/1/16 Order#********* Ronco EZ-Store 240WcTurbo Dehydrator $48.62+$4.86 tax+$10.99 shipping. This product was demonstrated and advertised using the word HEALTHY over and over. I received it and notice that on the box it didn't state BPA free. I called customer service, the rep had no idea what BPA was and had to ask someone. I was told this product DOES contain BPA, so I was going to return it. I didn't see a return prepaid label like u get with QVC/HSN. I was then informed this item shipped from the manufacturer and there is no label. I have to pay for the shipping myself. The cheapest I found was $22.56. Evine also doesn't refund original shipping of $10.99, so I spent $33 on a product I never used. I have spoke to 3 reps and 1 supervisor. They were all extremely rude. The supervisor even said BPA is not healthy but couldn't help me with any shipping credits.I started reading reviews on this company and I am disgusted that this is common practice for this company. Most people wouldn't want to pay the return shipping since it's more than double what they already paid. This company doesn't care about their customers, they are rude on the phone and they should be out of business by now. As consumers, we need to protect each other by spreading the word to avoid this company. Stick with QVC or HSN because those companies have excellent policies and customer service.

Desired Settlement: I would like my shipping refunded since I had to pay an additional $22.56. I wouldn't have minded paying and additional $10.99 since that's what I agreed to pay to receive it. I would of never ordered this in the first place if I knew it contained BPA. You can't use the word HEALTHY if it contains BPA. This is an appliance that uses heat and u leave food in it for hours. I could of used it, taken my dried fruit to a lab and then sued them for leeched chemicals. It's a verifiable fact that BPA causes health problems.

Business Response: Dear *** ********,

We have received your complaint from the Better Business Bureau regarding your request for reimbursement for the return of your Ronco EZ store Turbo Dehydrator (order# *********). I apologize for any inconvenience this has caused.

During our conversation on March 14, 2016, you had confirmed to me that the hosts on the advertisement never stated that the product was BPA free. It was only after you received the product that you became concerned of the possibility of BPA contaminates. At that time I advised you that I will check with our merchandising team so they can further research this information and forward to our online team as well as our hosts.

EVINE Live is able to provide a prepaid label for customers to send back damaged or defective items only. I indicated that since the item is not damaged or defective we would not normally send out pre-paid labels. You then became irritated at what I was attempting to explain to you, and you disconnected the call.

If you have any additional questions, please contact me directly via telephone at ************ or ************** or via email at b******@evine.com between the hours of 9am-5:30pm EST, Monday through Friday.

Thank you for your understanding and cooperation.

Sincerely,


Bridget ******
Executive Resolution Office
EVINE Live

CC: Better Business Bureau

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
It was not ONLY after I received this product that I was concerned about BPA. As I mentioned during this phone call any product that is used with food can not be described as a healthy way of making snacks. This device heats up which has been scientifically proven to cause leeching into the food. On the phone you tried to tell me the trays were metal, they are plastic. I also informed u I called the manufacturer who confirmed this products did indeed contain BPA. While this product may operate as designed so do cigarettes, bleach, etc. None of those are marketed as healthy. I based my decision to purchase this based on the marketing I saw on Evine Live. Yes it is true that on TV the host never said this was BPA free, but it also did not say it contained BPA either. I did disconnect the call because you were using a script responded reply. I also said I was not upset about the BPA misunderstanding, I was upset by the extreme cost of returning a product that is proven to put carcinogenic contaminates in the food that I would be ingesting as would my family. You were trying to twist the facts to avoid refunding my initial shipping. Also advising future preventions of this misunderstanding does not solve my issue. You also said u would update your website about this but since you are a TV shopping Network, I would wonder the statistics of how many people actually look at your website prior to placing an order. I know that I do not. That is online shopping, no TV shopping. I felt the phone call was not an attempt to solve this solution but an attempt to convince me that your companies return policy was fair. It is not, in fact I had to debate if I should keep a product I would never use because sending it back plus letting u keep my original shipping cost more than 50% of the cost of the product. How is that a fair or reasonable policy???

3/29/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I HAVE EMAIL THEM SO,SO MANY TIMES PLUS CALLED SO MUCH UNTIL IT WAS SAD AND THEY JUST GAVE ME THE RUN AROUND. THE PURCHASE DATE WAS JAN 5 2015 AND IT WAS NOT TO BE SHIPPED UNTIL 2 WEEKS LATER TO MY UNDERSTANDING , WHEN I CALLED AFTER THE 2 WEEKS THEY TOLD ME MY ORDER WAS SHIPPED AND I ASKED IF IT WAS SHIPPED WHY I HAVE NOT RECEIVED MY COOKWARE SET, THEY KEPT SAYING SOMEONE WILL CONTACT ME. ******* WAS THE ORDER NUMBER, THE PAYMENT WAS TAKEN FROM MY CHECKING ACCOUNT WHICH WAS 6 VALUEPAY PLUS SHIPPING AND 183.00 TOTAL PRICE AND IT WAS A DISCOUNT FOR THAT DAY.

Desired Settlement: I ORDERED A 16PC COOKS COMPANION COOKWARE SET ORDER # ******* IN JAN 2015, MY ORDER WAS NOT SUPPOSE TO BE DELIVERED UNTIL 2 WEEKS LATER ACCORDING TO CUSTOMER SERVICE, I TOLD HER THAT I LIVE IN A HIGH CRIME AREA AND NOTHING IS TO BE LEFT ON THE PORCH, TO MY SUPRISE IT WAS LEFT ON THE PORCH A FEW DAYS LATER AND WHEN I CONTACTED THEM , THEY SAID I HAD TO TRACK IT AND THEY GAVE ME A TRACKING # FOR UPS AND YES IT WAS LEFT ON THE PORCH BY DRIVER, THEN THEY TOLD ME THEY HAD TO CONTACT UPS FOR MORE INFORMATION, I HAVE BEEN VERY PATIENT WITH THEM AND I HAVE SENT OVER A DOZEN EMAILS, OVER 20 CALLS AND THEY WERE STILL WITHDRAWING MY MONEY FROM MY ACCOUNT UNTIL PAYMENT WAS PAID IN FULL AND STILL I HAVE CONTINUED TO CALL AND EMAIL AND I DID ALL THEY HAVE ASKED ME TO DO, AND I HAVE NOT RECEIVED ANYTHING FROM THEM AS OF THIS DATE AND IT HAS BEEN OVER A YEAR AND THEY ARE STILL GIVING ME THE RUN AROUND ABOUT REPLACING MY ORDER THE TRACKING # *********************, UPS HAS CONTACTED ME MANY TIMES TO SEE HAVE THEY REPLACED MY ORDER AND WHY IS IT TAKING SO LONG, WHY CONTINUE TO TAKE MY MONEY IF THEY WERE NOT GONNA MAKE SURE MY ORDER WAS REPLACED.I WANT MY ORDER REPLACED OR MY MONEY BACK ON MY CARD.PRICE FOR COOKWARE 183.00 WITH 6 VALUEPAY PLUS SHIPPING 16PC COLD FORGED ALUMINUM COLOR NONSTICK COOKWARE SET.

Business Response: Dear ****** *****,

We have received your complaint from the Better Business Bureau regarding your claim of non-receipt of packages from an order placed on January 4, 2015 (order # ********). I apologize for any inconvenience this has caused.

You contacted EVINE Live on March 5, 2015 to report that you had not received packages from you order, and claims were opened. As part of the claims process, claim forms were sent to your email address on March 10, 2015. Our records indicate that you contacted EVINE Live on April 9, 2015 to report that you had not received these forms, and on April 10, 2015, new forms were mailed to you, but they were not received back. You have not contacted EVINE Live regarding this matter since April 9, 2015.

We apologize, but too much time has elapsed for EVINE Live to pursue a claim on these packages, and we are unable to assist you further. If you have questions, please contact our Claims team at **************.

If you would like to discuss this matter further, please contact me directly via telephone at ************ or ************** or via email at *****@evine.com between the hours of 9am-5:30pm EST, Monday through Friday.

Thank you for your understanding and cooperation.

Sincerely,


Douglas ****
Executive Resolution Office
EVINE Live

CC: Better Business Bureau

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
i know for a fact that their information is not correct, why would i wait 3 months later to contact them, i contacted them immediately after i did not receivemy order which was the week of the 13 of jan,2015 and following, they told me to track my order with the tracking number they gave me, ups stated that my order was left on the front porch and no door bell was rung neither was there any car in driveway, they told me they would send me forms through the mail, i never received them, i called again they never came the second time,i called again and they told me someone would contact me within 1-7 business days, everytime i called or sent an email i wrote it down, it was the end of jan,2015 when i called to ask them why are they continuing to take money from my account when i have not received my order and they said they were in contact with ups to see the outcome of my order and they would contact me soon, anytime i use my money i always keep a report of the time i place my order and when will it arrive, i have never been careless of my money, and i know i keep record of all transactions no matter who the company may be, so i know they are not telling the truth, i have my records on when i started calling, and emailing and what time it was and the date.

3/29/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: continuing to be charged for items returned that Evine says they did not receive in time - HOWEVER, I returned them as instructed & in plenty of time I contacted customer service about items I ordered that smelled bad & burned my skin. One order included a return label the other did not (message on their website indicated " not eligible for smart label"). The box was large enough to return both items, which I did. The original order was on 1/8/16, the label was printed on 2/3/16 & handed to the postal employee that delivers mail to my office. On 3/18/16 UPS attempted to deliver this package to me at my home ... it required a signature but I was not home to sign for it. I called UPS on 3/21/16 to determine who was sending this package, since I had not ordered anything nor was I expecting a delivery. When told it weighed close to 6 lbs & was from Evine Live, I realized Evine Live was returning my return !!! I called Evine Live customer service & spoke with 2 agents (Tina & Philomina) & a supervisor (Theresa) ... they insisted the package did not arrive in time for a refund & I had to file a claim with the post office & that they will not refund since their "policy" indicates it didn't arrive in time to allow a refund -- pretty much telling me I had to jump thru many, many hoops or I was not going to receive my money back

Desired Settlement: Reverse all charges made to date & remove any payments remaining to be charged

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
MY ORDER WAS NOT LATE ... it was returned as instructed by & with information sent by customer service at Evine Live -- it was not handled correctly, nor appropriately by Evine Live.

I will not pay for this item ... I will deduct the $$$ from my payments on my card & cancel it -- I will no longer do business with a company that does not value its customers

Business Response: Dear ***** *******,

We have received your complaint from the Better Business Bureau regarding your late return request for the Beekman 1802 "On the Move" Routine Collection (order# *********). I apologize for any inconvenience this has caused.

During our conversation on March 22, 2016, I advised you that the order was placed on January 7, 2016 and was beyond our 30 day return timeframe.

If you have any additional questions, please contact me directly via telephone at ************ or ************** or via email at *******@evine.com between the hours of 9am-5:30pm EST, Monday through Friday.

Thank you for your understanding and cooperation.

Sincerely,


LeShonn ******
Executive Resolution Office
EVINE Live

CC: Better Business Bureau

Business Response: Dear ***** *******,

We have received further correspondance from the Better Business Bureau regarding your late return request for the Beekman 1802 "On the Move" Routine Collection (order# *********). I apologize for any inconvenience this has caused.

Your order was placed on January 7, 2016 and your return was not received until March 13, 2016. Due to the fact that this is beyond our 30 day return policy, the item was sent back to you and we cannot accept a return.

If you have any additional questions, please contact me directly via telephone at ************ or ************** or via email at *******@evine.com between the hours of 9am-5:30pm EST, Monday through Friday.

Thank you for your understanding and cooperation.

Sincerely,


LeShonn ******
Executive Resolution Office
EVINE Live

CC: Better Business Bureau

3/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent refused acceptance for a product in a timely manor I had ordered one of Suzanne somers items and I had sent it back to evine and received my refund. Then they sent me the item again because they did not automatically cancel the auto delivery for this item. I could not tell you if I checked the box canceling the auto delivery when I sent back the original item. However, if an item is sent back, why would it not be automatically be cancelled as it is with HSN and QVC. I refused the item 2 times. I had spoken with evine on Sept 12th and she verified that she could see that the item was sitting in the post office as per the tracking information. I had actually refused 3 weeks before. And, I told her that. The item was not received in their warehouse until after the 23rd of Sept and they deemed it after the subscribed return period. I work 5-7 days a week and have limited time to deal with these types of matters. I am an online and TV purchaser. I return items on a regular basis and have not had any problems with other online/tv merchandizers. These people refuse to refund my money. This is not right. When I spoke with Maria she said they have no control over how long the post office holds items. Neither do I. If they are going to use the post office, they need to allow for their time delays. Why should I pay for postage for something I already made clear that I did not want by sending back to them. HSN and QVC automatically cancel auto deliveries if someone returns the original item as not being satisfied with the item.

Desired Settlement: I just want my money back. I will never buy another item from them again. They are unethical.

Business Response: Dear ********* ******,

We have received your complaint from the Better Business Bureau regarding an order that was returned to you. I apologize for any inconvenience this has caused.

During our conversation on March 10, 2016, I advised you that when you returned your original Auto-Delivery order from May 2015 (O# *********) you did not mark the return form to cancel future Auto-Delivery shipments. EVINE Live shipped your next installment (O# ********) on July 15, 2015. The tracking for this order shows that it was delivered on July 24, 2015, and that it was not refused until August 22, 2015. When the order arrived at EVINE live it was refused as it was beyond EVINE Live's 30 day return policy.

I apologize, but EVINE Live cannot accept returns beyond our stated 30-day return policy

If you would like to discuss this matter further, please contact me directly via telephone at ************ or ************** or via email at d****@evine.com between the hours of 9am-5:30pm EST, Monday through Friday.

Thank you for your understanding and cooperation.

Sincerely,


Douglas ****
Executive Resolution Office
EVINE Live

CC: Better Business Bureau

3/24/2016 Guarantee/Warranty Issues
3/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Took credit /debit payment on value pay for polaroid snap phone and kept money did not deliver item Ok here is what happened my name is Edward ***** i put in an order for a polaroid snap phone my phone number is XXX-XXX-XXXX i had two order numbers. The first one i ordered value pay using paypal. when i saw that th charge on paypal looked as if they were charging me a monthly fee plus the entire purchase amount i called and cancelled out that order. and used my debit card and reordered. the two order number were XXXXXXXXX and XXXXXXXXX. now one of these order numbers were given to me after i placed an order with my debit card. you all charge my account over 37.00 now when i logged in to check on my order staus . it shows that you cancelled out my order and made it look like i did in which i did not. another issue is you took money from my debit card and i have no order or no goods being shipped to me. this is credit card fraud

Desired Settlement: I really wanted the polaroid snap phone and i will order from another vendor and will never order from Evine again. that is why they changed their business name is because they got so many complaints no one would buy they changed their name. i'm pursuing them for a refund and already contacted my bank and reporting fraud with legal action soon

Business Response: Initial Business Response /* (1000, 5, 2016/03/11) */ Dear Mr. *****, EVINE Live is in receipt of your letter to the Better Business Bureau. Our records indicate that on March 5, 2016 you placed order number XXXXXXXXX for the Polaroid Snap Phone. The order was cancelled at your request and a notification was sent to PayPal yesterday to release the funds. You also placed order number XXXXXXXXX on March 5, 2016 for the Polaroid Snap Phone which was cancelled by EVINE Live. We sent an electronic reversal to your bank on March 6, 2016 requesting that the funds be released. You will need to follow up with your bank to verify this information. When requesting the ValuePay option, you are agreeing to the terms and conditions of ValuePay with EVINE Live. Orders may be subject to credit approval by EVINE Live and EVINE Live may review credit reports to qualify customers for ValuePay. This information is on our web site at www.evine.com. We use Equifax Information Services LLC to obtain credit report information. A letter was mailed explaining why we are not able to extend the ValuePay option to you based on the information Equifax provided. If you have any further questions please contact our office at X-XXX-XXX-XXXX. Sincerely, K. ****** Credit Payment Specialist II Initial Consumer Rebuttal /* (2000, 7, 2016/03/23) */

3/23/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Billing/Collection/Account Errors/Failure to correct or provide information. My wife, Nancy, brought some items from EVINE in middle of last year. Shortly after she purchased these items, her credit card was stolen. She reported the theft to the bank and the bank cancelled the credit card and issued a new card to her. EVINE did contact her about her value pays because the value pay transactions were not honored on her new card. According to her, she contact EVINE and paid the remaining balances on her value pays in September of 2015. However, while attempting to purchase items from EVINE recently, I was told that EVINE will not ship to our address because we owe them money. I was given account numbers XXXXXXXX and XXXXXXXX and asked to contact EVINE's collection agency. Upon contacting them, I was told that the XXXXXXXX was paid in September of 2015 which supports my wife's account of her dealing with EVINE. However, the collection agency had no information on the XXXXXXXX account which makes me wonder if the alleged debt(s) to EVINE is in fact valid. I have tried to clear this with both EVINE and their collection agency to no avail. The collection agency has not attempted to collect these debts to the best of our knowledge by any known means such as email, phone or mail. We would like EVINE to justify why the debt was submitted to collections and provide any proof of what is owed to them. We are very unclear as to what is owed and dealing with EVINE and their collection agency has been very frustrating for both of us.

Desired Settlement: I would like to get in writing for my wife and I what is exactly owed to EVINE and/or their collection agency. We have been given so much false information that I would like someone from EVINE to verify in WRITING what my wife and I owe to EVINE or if there is in fact anything owed to EVINE. If there is substantial verifiable information that debt(s) are owed to EVINE, my wife and I will pay what is owed and be done with EVINE. If there is nothing owed to EVINE, my wife and I would like our accounts with EVINE immediately brought up to date and any collection efforts ceased immediately.

Business Response: Initial Business Response /* (1000, 5, 2016/03/15) */ Dear Mr. ********, We are in receipt of your letter to the Better Business Bureau. Our records indicate your wife Nancy had three accounts opened with us. Unfortunalty the credit card provided declined the charge for the next installments on all three accounts. Without a different method of payment our Collections Department had been trying to reach her as the remaining balance had not been made. After 6 months this information had been sold to our debt buyer. Our records show this information was communicated to Nancy on September 2, 2015. As of September 11, 2015 we were able to confirm account #XXXXXXXX had been resolved. As of today I was able to verify account #XXXXXXXX has also been resolved. Unfortunatley account #XXXXXXXX has not been paid. Our debt buyer has confirmed they do have the account and no payment has been made. Due to this information we are unable to place future orders until this balance has been paid in full. Once this is complete, and we receive confirmation, your account will be reopened for full pay orders. To resolve this debt, please contact Oliphant Financial at X-XXX-XXX-XXXX. If you have any further questions please contact our ****** at X-XXX-XXX-XXXX. Sincerely, M. **** Credit Payments Specialist II Initial Consumer Rebuttal /* (3000, 7, 2016/03/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I contacted EVINE yet again on 4-19-2016. I was not able to speak to Mr. or Mrs. ***** I spoke to a credit representative who was very pushy on EVINE policy on collecting debts. I again asked for what amount of money that was owed to EVINE. She referred to me Oliphant Financial at the given number. I explained that have spoken to a both a customer service representative AND a supervisor at Oliphant Financial and was not given any information on the debt to EVINE because they did not have any record of the debt under account number XXXXXXXX. She again advised me of EVINE's collection policy. She also stated that EVINE did attempt to contact my wife concerning the debt. My wife, he was in the room at the time stated that she has not been contacted by either EVINE or Oliphant concerning account number XXXXXXXX or advised of any debt that was owed. We are getting nowhere with either EVINE or Oliphant and respectfully request that this case remain open until issue is resolved. Again, respectfully, we would like to receive correspondence from either EVINE or Oliphant concerning this debt. Upon receipt of said correspondence, the debt will be paid by myself or my wife and hopefully this matter can be brought to a satisfactory conclusion for all parties involved. Correspondence concerning this debt can be mailed to myself or my wife at the following address: Louis/Nancy ******** **** ****** ****** ********, ** XXXXX Thank you for your time and assistance. Final Business Response /* (4000, 9, 2016/03/23) */ Dear Mr. and Mrs. ********, This letter is in response to your recent BBB inquiry. It appears that our previous communications with you did not explain the issue as well as you would have liked. We were able to get in contact with Oliphant Financial, LLC regarding the debt owed under customer number XXXXXXXX. According to their records, they show that this account is in their system and confirmed that they have not spoken to anyone in regards to this debt. There were many attempts made to contact Nancy before it was sold. A manger from Oliphant attempted to reach out to you yesterday at four different phone numbers listed on the accounts, but were unsuccessful. Due to the account being sold to our debt buyer, we are unable to provide any details at EVINE Live as far as the item description or amount. Please contact Oliphant at XXX-XXX-XXXX for this information and to make a payment arrangement, they are awaiting your call. If you have any further questions please contact our office at X-XXX-XXX-XXXX. Sincerely, K. ****** Credit Payments Specialist II

3/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I place a order with evine and paid for it with a credit card that was not evine card they did a credit check on me I like to know way. It made my credit score go down 4points

Desired Settlement: I would like for them to remove the inquiry off my credit report

Business Response: Initial Business Response /* (1000, 5, 2016/03/15) */ Dear Mr. *****, EVINE Live is in receipt of your letter to the Better Business Bureau. Our records indicate that on March 6, 2016 you placed XXXXXXXXX for a Boost Mobile LG Stylo w/ Car Charger, App Pack and Headset requesting a payment plan of six monthly payments. By requesting the ValuePay option you are agreeing to the terms and conditions of ValuePay with EVINE Live. Orders may be subject to credit approval by EVINE Live and EVINE Live may review credit reports to qualify customers for ValuePay. EVINE Live reserves the right to limit or restrict the use of ValuePay at any time. This information is on our web site at www.evine.com. When using ValuePay, EVINE Live is extending you credit because we ship merchandise to you before full payment is received. Because of this process, EVINE Live has a legally permissible purpose to pull a credit report as this information is intended to be used for a credit transaction. We use Equifax Information Services LLC to obtain credit report information. We submit the customer's name and address as it is provided to us. There is also a disclaimer on our website and on air that indicates that ValuePay is available to qualifying customers. If you have any further questions please contact our office at X-XXX-XXX-XXXX. Sincerely, K. ****** Credit Payment Specialist II

3/22/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Product purchased does not include the specified and advertised Micro soft ****** 365. CUSTOMER #: XXXXXXXX Order Date: 1/27/2016 Order Number: XXXXXXXXX XXX-XXX - NuVision 9.7" HD 32GB Intel Quad-Core Windows Tablet w/ Microsoft Office Size: 9.7" Quantity: 1 Description on Evine as follows... The Essentials 9.7" HD LED Backlit LCD Touchscreen Display (Resolution: 2048 x 1536 - QXGA) 1.33GHz Intel Atom Bay Trail Quad-Core Processor (1.83 GHz Turbo Boost) 2GB DDR RAM 32GB Internal Storage (For Windows 8.1, after OS, and updated, preloaded apps, total available storage is approximately 17GB) Windows 8.1 Operating System (32-bit) Wi-Fi (802.1 b/g/n) Bluetooth On-the-Go (OTG) Adapter Microsoft Office 365 Personal - One Year Subscription I gave the above as a gift on February 14th. On February 16th i emailed Evine in regards to the product not having the included Microsoft 365. I was given the manufacturer phone number and was told to contact them and they could assist me. I did and they did not. I again contacted Evine. Since my initial contact on February 16th to Evine i have had 17 emails between February 16th and March 6th, and 3 different customer service representatives. In addition 2 phone calls directly to the manufacturer. It has become unnecessarily inconvenient. I feel that Evine has the responsibility to stand behind the products that they are selling from whom ever the manufacturer may be. It clearly says that Office 365 comes with this product. The fact that it does not is FALSE advertising.

Desired Settlement: I am asking that the business reimburse the amount it cost for me to purchase the Microsoft Office 365 that clearly is stated with the product is included. Reimburse/refund in Full

Business Response: Initial Business Response /* (1000, 5, 2016/03/15) */ Dear **** ******, We have received your complaint from the Better Business Bureau regarding the Microsoft ****** 365 promotion for the Crystalline Windows Tablet (order# XXXXXXXXX). I apologize for any inconvenience this has caused. During our conversation on March 10, 2016, I advised you that I would research this further and get back to you with an update. On March 15, 2016, I contacted you and confirmed with you that you received a voicemail from a technician requesting that you contact them. You advised me that you would have your husband call them back and that you would keep me updated. If you have any additional questions, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at *******@evine.com between the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, LeShonn ****** Executive Resolution Office EVINE Live CC: Better Business Bureau Initial Consumer Rebuttal /* (3000, 7, 2016/03/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) On the morning of March 16th, I personally contacted Nuvision wth the number that was left on our voicemail as you said, from the technician, because of the hours my husband could not. I spoke with a Shannon. I explained everything once again and filled her in on this case and our issue. She said that Microsoft 365, 1 year is not included and that i would need to contact Microsoft as the 30 day trial had expired? At this point i am done dealing with that company and feel like we are just getting a run around when we call them, and they are appeasing Evine, the company selling their product by telling you they will help us. I left you, LeShonn a message following that conversation with Shannon from Nuvision and what had transpired during that phone call. We just want to be able to use this product as it was purchased for and sold with. It's not a bank breaker, the tablet itself cost us $200 from Evine. Microsoft office runs about $100. We just want them to include microsoft 365 or at this point refund/reimburse us $100 which is what it will cost us to get this subscription. Final Business Response /* (4000, 9, 2016/03/22) */ Dear **** ******, We have received further correspondence from the Better Business Bureau regarding the Microsoft Office 365 promotion for the Crystalline Windows Tablet (order# XXXXXXXXX). I apologize for any inconvenience this has caused. During our conversation on March 21, 2016, you confirmed that the vendor advised that they would replace your tablet so that you can obtain the Microsoft Office 365 promotion. I advised you to let me know if you needed any further assistance. If you have any additional questions, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at *******@evine.com between the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, LeShonn ****** Executive Resolution ****** EVINE Live CC: Better Business Bureau

3/22/2016 Problems with Product/Service
3/21/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Evine has placed unauthorized payments on my bank account and has refused to remove the charges. On March 9, 2016 I made online payments to my value pay accounts via my bank's debit card. I made the March and April payment (2 x $11.41) for order XXX-XXX and (2 x $18.08) for order XXX-XXX. I made the March, April and May payments (3 x $19.90) for order XXX-XXX, paying it in full. The amounts showed pending on my bank account and everything was fine. On March 10, 2016, Evine placed another $11.41, $18.08 and $19.90 payment on my bank account which came off the pending status and posted today. I believe since the auto pay was scheduled for March 9th, it crossed with my payments at the same time. I called Evine and spoke to two customer service reps. on March 10th who told me they only see two payments made for each account. I tried to tell them that there were three payments showing for orders XXX-XXX and XXX-XXX and four payments showing for order XXX-XXX on my bank account. They just kept saying that there were only two payments and could not see that their records were incorrect. They both became very rude to me. I asked to speak to a supervisor and the first rep. hung up on me and the second rep. told me that one was not available but would call me within 24 hours. Martha called the next morning and repeated the same information. It was like talking to robots repeating the same information over and over again. Evine's customer service is horrible. To summarize: My account on Evine is showing payments of (2 x $11.41) for order XXX-XXX and (2 x $18.08) for order XXX-XXX and (2 x $19.90) for order XXX-XXX totaling $98.78. However, my bank account is showing Evine pending + posted payments of (3 x $11.41) for order XXX-XXX and (3 x $18.08) for order XXX-XXX and (4 x $19.90) for order XXX-XXX totaling $168.07. Evine needs to finalize one of the remaining payments for $11.41, $18.08 and $19.90 pending on my bank account. This will then match my Evine account. They then need to remove the remaining pending payments totaling $69.29 from my bank account. I talked to my bank and since they are pending, I cannot do anything. However, my bank says that Evine can remove those payments from my account by submitting a code. Once they finalize on my bank account, I can file a fraudulent charge against Evine and I definitely will. It is not fair nor is it right that Evine has held $69.29 hostage for three days so far. This is money that is rightfully mine but I cannot spend it because of Evine's ineptness.

Desired Settlement: Evine first needs to accept that they have made an error. Evine needs to finalize one of the remaining payments for $11.41, $18.08 and $19.90 pending on my bank account. This will then match my Evine account. They then need to remove the remaining pending payments totaling $69.29 from my bank account. My bank states this can be easily done by Evine. I will pay the remaining value pays in April and be done with this company.

Business Response: Initial Business Response /* (1000, 5, 2016/03/18) */ Dear ******* ********, We have received your complaint from the Better Business Bureau regarding additional authorizations on your MasterCard. I apologize for any inconvenience this has caused. During our conversation on March 16, 2016, I advised you that after further review, EVINE Live was able to confirm that there were additional authorizations placed on your MasterCard, and that after verifying this, we were able to send authorization reversals to your issuing bank. You verified that you had seen these reversals and that your funds had been released. I apologize for any inconvenience this matter has caused. If you would like to discuss this matter further, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at *****@evine.com between the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, Douglas **** Executive Resolution Office EVINE Live CC: Better Business Bureau Initial Consumer Rebuttal /* (2000, 7, 2016/03/21) */

3/18/2016 Problems with Product/Service | Read Complaint Details
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Complaint: been given the run around regarding a refund. Customer service is terrible and no manager will speak regarding this. Worst company ever!! Received a broken iPad and returned it a week and a half later to their warehouse. They continue to call for a payment when I have returned it and threaten to report it to the bureaus. Made another payment and been working with Mac Warehouse who it was sent to. Mac has issued a full refund, however, Evine is still stating it was not received. Forwarded emails confirming it was received and confirmation that a refund was issued, but since I don't have a tracking number they will not look further into it. Customer service is absolutely terrible!! Was hung up on when asked to speak with a supervisor or manager by their rude agent Ashley. She stated her manager wouldn't be able to assist and hung up. Been waiting for a refund which was submitted on the 2nd. But they will not process it because they claim the iPad still hasn't been received. Continue to get the run around from their agents but they won't even follow up to look further into it. Worst company and experience ever!! Will never order with them again.

Desired Settlement: I want my full refund asap.

Business Response: Initial Business Response /* (1000, 5, 2016/03/14) */ Dear ****** ****, We have received your complaint from the Better Business Bureau regarding your return of the Apple iPad (order#XXXXXXXXX). I apologize for any inconvenience this has caused. Per our conversation on March 14, 2016, I advised you that a refund did process on March 11, 2016 to the MasterCard that was used on the order. The refund can take 3-5 business days to process back to your original method of payment. This time frame depends on your financial institutions processing time. If you have any additional questions, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at *******@evine.combetween the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, Bridget ****** Executive Resolution Office EVINE Live CC: Better Business Bureau Initial Consumer Rebuttal /* (2000, 7, 2016/03/18) */

3/18/2016 Problems with Product/Service | Read Complaint Details
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Complaint: NEVER RECIE THE HOVER BOARD AT ALL NEVER RECIE THE HOVER BOARD AND EVINE WONT TO STILL TAKE money out of my account and I send them the investigation paper they send I and I had to call them at least three time to get it and went I recive it in Feb 2016 I went and got it and notary to put a seal on it and now they wont to said it to later and I wont evine to put my money back in my account

Desired Settlement: refund all my money back

Business Response: Initial Business Response /* (1000, 8, 2016/03/04) */ Dear ****** ******, We have received your complaint from the Better Business Bureau regarding a delivery claim on order # XXXXXXXXX). I apologize for any inconvenience this has caused. When you reported non-receipt of this order on January 9, 2016, we began an investigation and it was determined that to process your claim, EVINE Live would need you to fill out and notarize claim forms. These forms were mailed to you on January 14, 2016, with specific instructions to return them to EVINE Live's Claims department no later than January 29, 2016. Unfortunately, these forms were not received until February 8, 2016, and your claim was denied. If you would like to discuss your claim further, please call X-XXX-XXX-XXXX. If you have further questions or concerns, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at *****@evine.com between the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, Douglas **** Executive Resolution Office EVINE Live CC: Better Business Bureau

3/17/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: Evine Billing glitches - Valuepays $419.72. Have been paid twice, and proof provided - yet sent to collections? I have filed a Consumer Affairs online complaint as well related to "billing glitches". I notified Evine Live Customer Service of the problem, they opened a Case. I "prepaid their Evine credit card" with $300+ until billing issue was resolved. I got put on collection for $16. I informed Evine "Credit Dept" that their Customer Service Dept now had (3) Dispute Cases open with my billing complaints. They put me on collection for ALL the unbilled Valuepays instead of billing their Evine Credit card correctly. I have lengthy documentation trail, wrote the Evine HQ, dealt with 2 collection agencies. They are rude, hang up on you, refuse to fix the issue even though they have documented proof of payments.

Desired Settlement: 1. The Evine valuepays to be billed correctly to my Evine Live Credit Card (issued by Comenity Bank) 2. My Evine Live account reinstated in good standing, with ability to purchase 3. A written apology 4. My Credit Report repaired for all (3) credit reporting agencies

Business Response: Initial Business Response /* (1000, 5, 2016/03/11) */ Dear Ms. ******, We are in receipt of your letter to the Better Business Bureau. Our records indicate that you have placed several orders using our ValuePay Payment plan. These orders were placed on your Evine Live credit card. Unfortunalty this card declined the charges for the next value payments. Synchrony is the issuing bank of the Evine Live credit card; they did not approve the installments on the orders. Several attempts were made but the payments did decline. The reason they denied the charges is a private matter between you and Synchrony Bank. Evine Live has no access to any of Synchrony Bank's account information. Without a different method of payment our Reauthorization department has been trying to reach you as only the first two installments had been made. After 6 months, this information had been sold to our debt buyer. To resolve this debt, please contact ******** Financial at X-XXX-XXX-XXXX. We hope that you continue to do business with Evine Live in the future. If you have any further questions please contact our office at X-XXX-XXX-XXXX. Sincerely, M. **** Credit Payment Specialist II Initial Consumer Rebuttal /* (3000, 7, 2016/03/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I checked with the Credit Card issuer, my credit is in good standing and I have $1700 open credit to buy. The bank stated they have NOT declined any charges on my Evine Live card. The bank has NOT received any items to be billed on the card? I have spent 5 months with Evine trying to resolve the issue of billing to the card, Evine has refused to do so since they had some problem with $16.00 (a billing glitch in July 2015 they I informed them that my valuepays are NOT showing on my statement). Just bill the card for the payments, and it would fix this problem. I have provided proof of duplicate "electronic payments" to both Evine and their 2 collection agencies. Final Business Response /* (4000, 9, 2016/03/16) */ Dear Ms. ******, This letter is in response to your recent BBB inquiry. It appears that our previous communications with you did not explain the issue as well as you would have liked. You had placed several orders using our ValuePay Payment plan. These orders were placed on your Evine Live credit card. Unfortunalty this card declined the charges for the next value payments. After 6 months without payment, this account has been sold to our debt buyer. Due to this, we are unable to take payment. Please contact ******** Financial at X-XXX-XXX-XXXX to resolve this matter. We hope that you continue to do business with Evine Live in the future. If you have any further questions please contact our office at X-XXX-XXX-XXXX. Sincerely, M. **** Credit Payment Specialist II

3/16/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Christmas gift of two watches received, returned, sent back to me Feb 29, told now they couldn't be returned. Evine denied having items in January. Christmas gifts purchased in 12/6/15 of Gucci watches on value pay. Items received and returned because they were not the quality I expected. I re-taped the box with bright red and blue british flag looking duct tape, so very distinctive. I then returned watches to UPS driver on 12/16/15 when he was making another Christmas delivery. I used the enclosed return label and instructions. In January when a second value pay was made, I called Evine thinking it was in error. Rep told me watches had not been received and that a return label would not have been in the box. However, the UPS driver did not provide me with a tracking number. Rep was very sympathetic and told me Evine would do whatever was necessary to locate items. I immediately made contact with UPS lost and found, as these items were not cheap. The supervisor at UPS called me the following day, and said that the package had not been located. I patiently waited for the package to arrive here again, or evine to call, or UPS to call me. Nothing. On February 29, UPS delivered a package to me. I couldn't believe it when he handed it to me, but it had that british duct tape on it. I said where has this package been? He said he had no idea of the history. Without opening this box, I called evine, excited that I had the watches again, and could return them. The rep told me yes Mrs. ****** we sent them back to you. Its past your 30 days, and you have to keep the watches and finish paying for them. I explained the scenario yet again, hoping they had notes. The agreed they did have the notes, but that didn't matter. I asked to speak with a supervisor, but they were not available. I called today, and was given the same spill. I was told by this customer service rep that I had to keep the watches, and If I tried to return them again, they would send me a letter, then the items would be destroyed. WHAT!!!!! I then asked to speak with a supervisor again, and I finally made it to supervisor Melissa after a good one hour talk/hold time. She attempted to transfer me somewhere else that closed at 5 pm EST, and told me to leave a message and someone would call me back in 24-48 hours. The phone rang twice, then went silent. I have been a long time customer of Evine. I also have a healthy credit report. I am not being dishonest. I let evine know what was going on every step of the way. I currently am out $576.66, and the balance is around $1153.32. I feel this is poor business practice, and I don't want these watches. I purchased two different watches from Dillard's for Christmas to replace the ones I returned due to disappointment. I feel I am being forced to keep something and pay for it when I desperately want to return it to them. Evine can resell these watches or return them to Gucci, they have never been worn and the plastic is still on the bands and the faces. Please help, as I am getting no where.

Desired Settlement: I expect Evine to reimburse me the amount I have paid for these watches, and allow me to return them to Evine. I don't expect to owe them another dime on this value pay. I just want to send them back the watches, and end our relationship forever. This is such bad business practice!!! We are in the business as a family, and our most important goal is customer satisfaction.

Business Response: Initial Business Response /* (1000, 5, 2016/03/08) */ Dear ******* ******, We have received your complaint from the Better Business Bureau regarding your two orders for the Gucci watches (order# XXXXXXXXX and XXXXXXXXX). I apologize for any inconvenience this has caused. During our conversation on March 8, 2016 I advised you that as an exception we will allow you to return these watches. The caveat to allowing this return is that we must receive the watches in "like new" condition. As we discussed, if our warehouse deems that these items appear used they will send the watches back to you. I advised you that I would follow the package to ensure that we receive it, I have requested that you call me with the tracking number once you have sent the package. If you have any additional questions, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at *******@evine.com between the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, Bridget ****** Executive Resolution Office EVINE Live CC: Better Business Bureau Initial Consumer Rebuttal /* (2000, 7, 2016/03/16) */

3/15/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Since 2/19/16, Evine has been telling me that my refund should be appearing on my account within 24 hours for order XXXXXXXXX and they have billed me. 1/1/16 order Brad 3 piece skincare & pore serum orders XXXXXXXXX & XXXXXXXXXX.Rec'd both in 1 box & no packing slip for returns. Ard 1/27/16 emailed Evine for packing slip for return of both orders Received via email from Evine packing slips for both & address to return was in California Orders was received at California location at 10:57am on 2/5/16 (tracking number 1Z...742) 2/19/16 contacted Evine to see when would I rec'd refunds. Evine responded was sent to California & not New York warehouse. Forwarded email to Evine that instructed me (by their company) to send returns to a California address. Evine responded with apology & stated was refunding order ********* (pore serum) but due to high price of 3piece item order XXXXXXXXX was forwarded to Account Specialist to process my credit. 2/25/16 emailed Evine to see when will I receive my refund for XXXXXXXXX. Evine responds my return shipping info has been forwarded & to please allow 3-5 days for return to be processed. 3/2/16 emailed Evine asking when will I receive a refund for XXXXXXXXX. Evine apologizes & states have forwarded to appropriate team to assist with refund allow up to 24 hours for refund to reflect on my account. 3/7/16 - I call Evine at 12pm and was told that the supervisor handling my issue was not in yet and I would receive a call same day. By 7:35pm, no call - I call Evine, on hold for 10 minutes and was told that I could not speak to that supervisor or any person that was in management but I would receive a call before they closed that night at 8pm. No call received.

Desired Settlement: I am requesting a refund of $337.41 (amount charged to date). They continuously bill my credit card each month and will not refund my money.

Business Response: Initial Business Response /* (1000, 5, 2016/03/11) */ Dear ************, We have received your complaint from the Better Business Bureau regarding your return of the Brad Skincare the Ultra Collection (order#*********). I apologize for any inconvenience this has caused. Per our conversation on March 9, 2016, I advised you that since you stated that this order was returned in the same package as another order that had been processed as a return, that I would process a full refund of this order. This return has been processed, and you can verify the refunds for the three ValuePays with your Visa provider. If you have any additional questions, please contact me directly via telephone at ************ or ************** or via email at *******@evine.combetween the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, Bridget ****** Executive Resolution Office EVINE Live CC: Better Business Bureau Initial Consumer Rebuttal /* (2000, 7, 2016/03/15) */

3/15/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: NEED TO HAVE THEM TO PICKUP A RETURN. HAVE BEEN TRYING TO GET THEM TO PICKUP A MATTRESS THAT WAS DELIVERED ON 2-5-16. MY # XXXXXXXX, ORDER # XXXXXXXXX, BEAUTYREST RECHARGE SIERRA FULL MATTRESS , HAVE CALL THEM 3 TIME ABOUT THIS, HAVE NOT HEAR FROM ANYONE ON A DATE TO PICK THIS MATTRESS UP. THEY TOLD ME THE PICKUP COMPANY WILL CALL IN 7-10 DAYS, STILL NO CALL, BEEN CALL SINCE 2-7-16. THIS MATTRESS IS TO SOFT AND END IS TORN, IT IS SETTING INMY LIVING ROOM,

Desired Settlement: DOWN PAYMENT OF $93.17

Business Response: Initial Business Response /* (1000, 5, 2016/03/04) */ Dear ******* *****, We have received your complaint from the Better Business Bureau regarding the return of your Simmons BeautyRest Recharge Line Sierra Madre Plush Mattress (order XXXXXXXXX). I apologize for any inconvenience this has caused. During our conversation on February 24, 2016, I advised you that I would reach out to Simmons to assist with the pickup. On March 4th, you had advised me that you contacted MXD and have a pick up scheduled for Monday morning. If you have any additional questions, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at *******@evine.com between the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, Bridget ****** EVINE Live Executive Resolution Office CC: Better Business Bureau

3/15/2016 Problems with Product/Service | Read Complaint Details
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Complaint: The product Consulte Beatu- Shot Cocktail not advertised that it had fish in it. Everyone rude and Manager hung up on me, I asked for CEO-hung up onme See above

Desired Settlement: Now that I feel this way after being treated in such a poor way, a refund and "I am sorry that Evine's employees treated me( a long time customer) this way. They acted as if they had nothing to do about this and had no time for me. It made me madder and madder after speaking with each person. I want the new CEO to know that this is not the way to keep long time customers.

Business Response: Initial Business Response /* (1000, 5, 2016/02/18) */ Dear **** ******, We have received your complaint from the Better Business Bureau regarding the Consult Beaute Cocktail (order# XXXXXXXXX). I apologize for any inconvenience this has caused. I have attempted to reach you via telephone to no avail. If you wish to discuss this matter further, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at *******@evine.com between the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, LeShonn ****** Executive Resolution Office EVINE Live CC: Better Business Bureau Initial Consumer Rebuttal /* (3000, 7, 2016/02/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is a copy of the email response I sent. I did leave a voice mail with LeShoon telling him that I would call him back in the late afternoon, so I don't know why he has called and left messages during the day time as I work 7pm to 7am. LeSchoon, I received your voice message and called you back but you were not able to speak with me as I left you a voice mail. I really don't like how I was treated by Evine when I called in to tell your company that I had not idea that fish was in this product. It would have been nice to know. No one there was interested in what I had to say. There was even a manager that said to me " why did you need to speak to a manager about this , you didn't need me" ( I felt as though I was wasting his time) and then I asked to be transferred to the CEO and the phone call hung up soon after that. I have been a very good customer from Evine, Shopq, ShopNBC and even before that. I have to say that no other company has treated me that way. This is not how to keep people interested in purchases from your company. You act as though your customers must just accept poor customer service or go somewhere else. I can not only be the one person that has experienced this. I want a refund of this product and an "I am so sorry that you were treated this way, yes you are important to our company and promise to treat everyone calling in with better responses". I have now spent way to much time on this matter. I also want your company to have the guest selling this product to say on air that yes it does have fish in it. Final Business Response /* (4000, 20, 2016/03/15) */ Dear **** ******, We have received further correspondence from the Better Business Bureau regarding the Consult Beate Cocktail (order# XXXXXXXXX). I apologize for any inconvenience this has caused. Per our email correspondence on February 23, 2016, I advised you that your MC1680 was refunded in the amounts of $39.90, $32.91, $32.91 and $32.91, which is the original value payments that were charged. If you have any additional questions, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at *******@evine.com between the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, LeShonn ****** Executive Resolution Office EVINE Live CC: Better Business Bureau

3/15/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: company claims credit card declined their request for payment. Credit card company states this is not true. Last March when I made my first purchase with Evine I was approved for their credit card which is issued through ********* ***** All throughout 2015 and up to present I have made my payments to the bank without issue. On Friday March 4, 2016 I attempted to purchase an item from Evine using my card the same as always. I was told by an evine rep I could not use my card and my account had gone to collection. I was shocked and ask how this was possible and was told I had to call the collection agency and w as provided the number. This took place in the evening so of course I was not able to contact anyone Monday morning, March 7. I was told by the collection agency I owed $115.00 from December 2015. I payed $200.00 on January 5th and another $100.00 on January 22 and could not understand how this was possible. I could not receive an answer from the collection agency and was told to call Evine for any information. I explained that evine told me to call you and you in turn are telling me you cannot provide me with an answer and to call evine. So I called evine again and was then told there were charges in December that were refused by the credit card. I had to call the credit card company. So I then called the credit card company who told me they had not refused any request for payment and my account was fine. So I called evine back and was told the bank is wrong and I have owed them money since December and the account was now in collection and if I wanted any explanation of the charges I had to get it from the collection agency. Are these people crazy? They have sent me to collection with no notice what so ever, the credit card company is telling me there is no issues with the account and evine is telling me the bank is wrong. How do you not contact your customer if there is a payment issue? I am just supposed to give them $115.00 because they say so? The bank is wrong and they are right? How does a company function like this and just destroys someone's credit.

Desired Settlement: I expect this account to be removed immediately from collection and I expect to be provided proof that their attempt to collect from the credit card was declined. I expect an apology in writing for the way this has been handled. I am not going to waste anymore of my time jumping through hoops at their command. This is not how you treat your customer!

Business Response: Initial Business Response /* (1000, 5, 2016/03/09) */ Dear Ms. *********: We are in receipt of your letter to the Better Business Bureau. EVINE Live would like to thank you for taking the time to share your concerns with us regarding your account. In December 2015 multiple ValuePays declined on your EVINE Live credit card causing your account to go past due. No payments were made, which resulted in your account going into collections with our collection agency Central Portfolio Control. Synchrony Bank is the issuing bank of the EVINE Live credit card. They did not approve the ValuePay charges on your orders. The reason they denied the charges is a private matter between you and Synchrony Bank. EVINE Live has no access to any of Synchrony Bank's account information. You may contact them at XXX-XXX-XXXX. Our collections department has made several attempts to reach you regarding this matter. Until payment arrangements are made, further attempts will continue until these have been paid in full. Your past due balance is $115.97. Please contact our collection agency Central Portfolio Control, at X-XXX-XXX-XXXX Sincerely, L. ******* Credit Payments Specialist II CC: Better Business Bureau of Minnesota & North Dakota Initial Consumer Rebuttal /* (3000, 7, 2016/03/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) The credit card company has told me that they NEVER have declined any request for payment. My account is current and in good standing. All I asked from Evine is some proof that they were declined payment. I also asked for a statement of these due payments and all I received was a ping pong game being bounced back and fourth between departments. As for evine making attempts to contact me? I have never had even ONE contact from them. If I had not tried to place an order I still would have known nothing about this. I have no problem paying money that is owed, but not on just their say so. How dare they send someone to collection and treat someone the way I was treated without providing any proof at all. This response is just more of what I was given over the phone. They need to do much much better than this. Final Business Response /* (4000, 9, 2016/03/14) */ Dear Ms. *********: We are in receipt of your letter to the Better Business Bureau. It appears that our previous communications with you did not explain the issue as well as you would have liked. The orders you placed with us were placed on our ValuePay plan. Unfortunately your EVINE card declined the charges for the next installments. Our Reauthorization department does make several attempts to reach you regarding this matter. Our records show the first attempt was made on December 31, 2015. Synchrony Bank is the issuing bank of the EVINE Live credit card. They did not approve the ValuePay charges on your orders. The reason they denied the charges is a private matter between you and Synchrony Bank. EVINE Live has no access to any of Synchrony Bank's account information. The only reason provided to us is Do Not Honor. Until payment arrangements are made to have these items paid in full, we are unable to place any new orders for you. Your past due balance is $115.97. Listed are the three items owed. Please contact our collection agency Central Portfolio Control, at X-XXX-XXX-XXXX. Invoice number XXXXXXXXX-XXX for $32.13 Invoice number XXXXXXXXX-XXX for $4.12 Invoice number XXXXXXXXX-XXX for $79.72 Sincerely, M. **** Credit Payments Specialist II

3/14/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Ordered a pair of shoes from this company on 2/9/2016, which has not been shipped. No one in the company can tell me when it will be shipped. Ordered a pair of shoes from this company on 2/9/2016, at which time I received confirmation that the order had gone through and the item would be shipped. At no point was the item sold out, out of stock, or on a wait list. I had no further contact from the company, but when I called on 2/24/2016 to find out why I had not received the, I was told that I was suddenly on a wait list and the shoes would not be shipped and may actually be cancelled after 30 days. No one could give me information about why I was on a wait list, and the customer service person kept telling me that I could cancel at any time if I wanted to (his only solution to the issue was telling me about 5 times I could cancel my order) and kept implying that I had done something wrong during the order which was why it wasn't sent or why I was on wait list. I would like someone to contact me with why I have not been sent the shoes and why nothing is being done to get me the item I ordered and was billed for. When I asked for more information, I was given a story that I could write to customer relations (apparently they don't have a phone or email, which is very sketchy). I am writing to get some resolution as to why I have never received this item, and why I have gotten no information from the company about the status of this order, when it will ship, why I was never notified I was on a wait list, and why no one seems to be able to resolve my issue. Thank you.

Desired Settlement: I would like the item to be actually shipped to me ASAP, since they let me order the product that was never on a wait list and charged me for the product.

Business Response: Initial Business Response /* (1000, 8, 2016/03/07) */ Dear ********* *****, We have received your complaint from the Better Business Bureau regarding delivery of your recent order for Sanita clog shoes (order # XXXXXXXXX). I apologize for any inconvenience this has caused. During our conversation on March 4, 2016, we were able to determine that your order had shipped and was delivered to your home on March 3, 2016. You advised me that this was upsetting to you as you were currently out of town and the package would be sitting outside, and that you wanted an immediate refund. I advised you that I was sorry that you were out of town, but that we would need you to return the item in order to be refunded. You also informed me that you believed that my team member, LeShonn, was not calling the telephone number you left on his voicemail, you believed that this has delayed your resolution. It was determined that he was calling the number provided in your complaint, we apologize for any inconvenience that this may have caused. If you would like to discuss this matter further, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at *****@evine.com between the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, Douglas **** Executive Resolution Office EVINE Live CC: Better Business Bureau Initial Consumer Rebuttal /* (3000, 10, 2016/03/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response. This answer does not respond to any of the poor customer service I received at any point, including the multiple lies I was told by the writer of this letter, his co-worker LeShonn, and the other customer service representatives I spoke with about this issue. Furthermore, it does not even offer an apology for the rude attitude both he and his co-worker LeShonn had when finally returning my calls to speak about this issue. At this time, I will be writing a new formal complaint regarding all of my issues with Evine to both their company and the Better Business Bureau in response. Perhaps then I will finally get a respectful answer and perhaps even a sincere apology, although I honestly doubt I will. But atleast the deceitful behavior of this company will be able to be on file to warn others not to shop with them. Thank you.

3/14/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Bought Swagway as xmas gift for son.Due to safety concerns of hooverboards requested return on unopened product.told no return In light of recent concerns over the safety of hooverboards, I requested a refund on the unused, unopened product called Swagway. It as a Christmas present for my 12 yo son. In the news, there are numerous reports of these boards catching fire. At first I thought that they were isolated occurrences. But over the last two months multiple media sources are reporting more and more incidents of products catching fire. They are now banned on city streets, parks, subway system etc. This is an unsafe product. I called customer service and spoke with representative named Karen.I was told they would not allow me to return product despite my concerns over the safety of their product.

Desired Settlement: I am requesting a full refund from this company.

Business Response: Initial Business Response /* (1000, 5, 2016/03/01) */ Dear **** *********, We have received your complaint from the Better Business Bureau regarding the return Swagway Hoverboard (order XXXXXXXXX). I apologize for any inconvenience this has caused. During our conversation on February 23, 2016, I advised you that the return would need to be reviewed internally due to it being past the Holiday Return timeframe. On March 1, I advised you that you would be able to return the hoverboard and emailed you a prepaid UPS label. If you have any additional questions, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at *******@evine.com between the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, LeShonn ****** EVINE Live Executive Resolution Office CC: Better Business Bureau

3/14/2016 Problems with Product/Service | Read Complaint Details
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Complaint: An item I bought was missing a part. I was told I would receive the part and 2 months later and several correspondences later, I have not. I bought a Cooks Companion pressure cooker in November, for Christmas. The cooker was missing the rubber seal ring and aluminum plate cover. I called evine live to get the part on December 29th. I was told to call the warranty company. I called the warranty company that week and did not receive the pet. I called evine live and was told that I needed to speak to the customer care department and would receive a call from them within 72 hours. I did not so I called again 1 week later. This time I asked to return the item for a full refund. I was told that the item is past the date to return but the customer care team would call me within 72 hours. It has been 2 months and several phone calls, and I still have not received the part or a phone call back.

Desired Settlement: I would like a full refund on the item without being charger for shipping or restocking or any other fees that may be charged.

Business Response: Initial Business Response /* (1000, 5, 2016/03/01) */ Dear ****** ********, We have received your complaint from the Better Business Bureau regarding trying to obtain parts for your pressure cooker (order # XXXXXXXXX). I apologize for any inconvenience this has caused. During our conversation on February 26, 2016, I advised you that I would be happy to contact the manufacturer on your behalf to attempt to get these parts, or since you had contacted EVINE Live within the return timeframe, I would honor a late return. You chose to accept a late return, and I emailed you a UPS return label (******************) and extended your return date to March 11, 2016. EVINE Live will process a return upon receipt of your item. If you have further questions or concerns, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at *****@evine.com between the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, Douglas **** Executive Resolution Office EVINE Live CC: Better Business Bureau

3/9/2016 Problems with Product/Service | Read Complaint Details
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Complaint: ordered a 65'Vizio tv. They sent an e-mail saying the delivery would be on 2/18/16, they never came. Told would be there on 2/24/16 and still NO TV. I made the mistake of ordering a 65 inch tv from Evnine in early February. Received an e-mail saying it would be delivered on 2/18/16. I took off a whole day from work on the 18th and they NEVER came. I called Evine, I was given the run around and told to call a company that Evine contracts with directly instead of Evine calling them. That company also sub-contracts with another company whom I also had to call and told at first I could pick up the TV, which I was willing to do then, but then they told me that EVINE had to approve that. I called EVINE and gave them my story and asked for a Supervisor to call me back, they NEVER did. I arranged for the TV to be reschedule for delivery 2/24/16. I took off from work AGAIN on 2/24/16 and the TV was still not delivered. I called the sub-contractor and they told me that EVINE CANCELLED MY ORDER. I don't think I need to tell you that I'm slightly UPSET. I wish I could really say what I wanted to right now, but I'm sure you have a good imagination. I took off from work again a second time and the TV was NEVER delivered. I called the sub-contractor and they told me that EVINE CANCELLED my order. This whole thing is the exact meaning of "unprofessionalism" and lack of customer service. I thought you all were better than that. My phone number is XXX-XXX-XXXX. Thanks for your time.

Desired Settlement: At this point I'm so upset I'm not sure what I can do and I'm certain Evine is not going to do anything.

Business Response: Initial Business Response /* (1000, 5, 2016/03/03) */ Dear *** *******, We have received your complaint from the Better Business Bureau regarding delivery of your recent order of a Vizio television (order # XXXXXXXXX). I apologize for any inconvenience this has caused. I have attempted to reach you by telephone to no avail. If you would like to discuss this matter further, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at *****@evine.com between the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, Douglas **** Executive Resolution Office EVINE Live CC: Better Business Bureau Initial Consumer Rebuttal /* (3000, 7, 2016/03/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have not assisted me with my issue so I can't agree that we are done here. I have left messages for them as well to call me back but they have not. Final Business Response /* (4000, 9, 2016/03/08) */ Dear *** *******, We have received further correspondence regarding your from the Better Business Bureau. I apologize for any inconvenience this has caused. During our conversation on March 8, 2016, I advised you that a return was processed on your order, and that you should see a refund post to your EVINE Live credit card within the next couple of business days. I further advised you that should you choose to reorder the television, I would be have to place the order for you and waive the shipping and handling charge. If you would like to discuss this matter further, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at *****@evine.com between the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, Douglas **** Executive Resolution Office EVINE Live CC: Better Business Bureau

3/7/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: STOP PULLING MY CREDIT!!!!!! I JUST PULLED MY CREDIT AND EVINE HAS PULLED MY CREDIT TWICE!!!! I HAVE NEVER AUTHORIZED THIS AND WANT IT TO STOP. STOP PULLING MY CREDIT!!!!!! I JUST PULLED MY CREDIT AND EVINE HAS PULLED MY CREDIT TWICE!!!! I HAVE NEVER AUTHORIZED THIS AND WANT IT TO STOP. I HAVE NEVER TRIED TO APPLY FOR AN EVINE CREDIT CARD AND DONT WANT ONE. STOP PULLING MY CREDIT!!!!! EVINE LIVE Jan 4, 2015 EVINE LIVE Jan 31, 2016 REALPAGE INC

Desired Settlement: LEAVE ME ALONE AND STOP PULLING MY CREDIT WITHOUT MY PERMISSION!

Business Response: Initial Business Response /* (1000, 5, 2016/03/04) */ Dear Ms. ***** EVINE Live is in receipt of your letter to the Better Business Bureau. Our records indicate that on January 31, 2016 you recently placed Order number XXXXXXXXX for a Dell 15.6" Touch Notebook Software and Tech Support Bundle requesting a payment plan of six monthly payments. We also show that on January 4, 2015 you placed Order number XXXXXXXX for a Samsung Galaxy Tablet requesting a payment plan of six monthly payments. By requesting the ValuePay option you are agreeing to the terms and conditions of ValuePay with EVINE Live. Orders may be subject to credit approval by EVINE Live and EVINE Live may review credit reports to qualify customers for ValuePay. EVINE Live reserves the right to limit or restrict the use of ValuePay at any time. This information is on our web site at www.evine.com. When using ValuePay, EVINE Live is extending you credit because we ship merchandise to you before full payment is received. Because of this process, EVINE Live has a legally permissible purpose to pull a credit report as this information is intended to be used for a credit transaction. We use Equifax Information Services LLC to obtain credit report information. We submit the customer's name and address as it is provided to us. There is also a disclaimer on our website and on air that indicates that ValuePay is available to qualifying customers. If you have any further questions please contact our office at X-XXX-XXX-XXXX. Sincerely, K. ****** Credit Payment Specialist II Initial Consumer Rebuttal /* (3000, 7, 2016/03/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) There was nothing stating you were pulling my credit. Just that I had 6 payments to make and I NEVER GAVE YOU MY SS NUMBER SO WOULD LOVE TO KNOW HOW YOU GOT IT!!! I AM PUTTING IN WRITING TO NEVER EVER PULL MY CREDIT AGAIN AND I WILL NOT BE PURCHASING ANY ITEMS IN THE FUTURE FROM EVINE.

3/7/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: Purchased laptop based 12 month financing if approved for their credit card. I was approved but they didn't bill me correctly. I purchased a laptop based on the host's advertisement during live tv that Evine would finance the purchase for 12 months if you applied & were approved for their credit card. I applied & was approved and they shipped the laptop. When I checked the website for the payments I noticed that the financing was incorrect. The system indicated I was on a 6 month financing plan instead of 12 months. The 12 month payment plan was for 12 interest free payments of $100. The 6 month payment plan was for $199 a month. I emailed Evine and they replied by saying it was their mistake and they would correct the problem. After a month of no response I replied to the last email from Evine stating they were going to fix the problem. I asked them when they were going to correct the issue because the payments that had not been changed. They emailed me back to they couldn't to make the changes because the credit card wasn't approved. I don't understand I thought it was approved since they sent the laptop. I never would have made the purchase if the payments were going to be $200 a month. Than they responded that they tried to bill their credit card but it wouldn't approve the charges. I don't understand how that could happen but I offered to make the payments from my bank account using my debit/credit card $100 a month as I originally agreed to. Evine would not accept that and demanded I pay the $200 a month. I've spoken to several people at Evine but they aren't very helpful. The billing department states that the credit card I applied for is a regular retail card and they have nothing to do with the Evine credit card. They keep transferring me around to different people and no one knows what is going on. Noone ever has any notes to read from previous conversations. Evine calls me non stop about the payment due but no one is willing to help me the problem. They only call to request money and when I explain what is going on they say they can't help me. I want to pay them but I can only afford the $100 a month payment I signed up for and was approved for. I thinks it's pretty shady they approve you for a credit card to make a purchase, approve the purchase, send you the item and than try to bill you double the amount. Below are some of the emails I've exchanged with Evine regarding this issue. Re: Regarding Case XXXXXXXX I am reporting this to the Better Business Bureau. This whole situation is a joke and very unprofessional. I've never had this Hello, I am still waiting for the you to reverse the charges and recharge the Evine credit card correctly. When will this happen? We have been waiting since 12.16.2016 the date of your last email. On Wednesday, December 16, XXXX X:XX PM, Elizabeth <***************@evine.com> wrote: Dear Mariano *******, Thank you for your response. With your permission we have started the process of charging your order XXXXXXXXX to the 12 month special financing option. At 1:00 est we will capture the full payment for this purchase from the EVINE Live Credit Card. Once processed, please allow 3-5 business days for the refund for the original payment to be reflected on your statement. We apologize for any inconvenience this issue may have caused. Original Message From: mariano ******* *******@att.net Sent: 12/16/XXXX X:XX PM To: ***************@evine.com Subject: Re: Regarding Case XXXXXXXX OK yes please make the adjustment. Also how do I add the protection plan? From:"Customer Service" <***************@evine.com> Date:Wed, Dec 16, 2015 at 3:11 PM Subject:Regarding Case XXXXXXXX Dear Mariani *******, Thank you for your email. We apologize that you did not receive the twelve month special financing offer through the EVINE Live Credit Card on order XXXXXXXXX. In order for us to change your payment terms from ValuePay to the twelve mo

Desired Settlement: I would like to keep the laptop but I need Evine to either fix the Evine credit card situation or allow me to make the payments of $100 through my bank. If that is not possible I will return the laptop and I want a full refund of the first payment applied to the Evine credit card.

Business Response: Initial Business Response /* (1000, 5, 2016/02/23) */ Dear Mariano *******, We have received your complaint from the Better Business Bureau regarding the special financing of your Apple laptop (order# XXXXXXXXX). I apologize for any inconvenience this has caused. I have attempted to reach you via telephone to no avail. If you wish to discuss this matter further, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at *******@evine.com between the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, Bridget ****** Executive Resolution Office EVINE Live CC: Better Business Bureau

3/3/2016 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Hoverboard Possibly Defective We ordered a Hoverboard with the Samsung battery from EVINE. We received it and thought that the product was safe but started researching online that there have been fires with Orbit Hoverboards due to some type of connection (not the battery). We requested to return it to the company and asked for a prepaid shipping label which we were denied. I've contacted the company three times (twice by phone and once by email) and each time they refuse to issue a prepaid shipping label because they said the unit is not defective. They don't know if these units are defective or not and I don't want to risk a fire just to prove to them that these units coming out of CHINA are NOT SAFE no matter what they've done to mitigate the risk. I am a customer and I'm not happy with the product that they are selling and I should not have to pay shipping & handling BOTH ways like $40 to $50 because I don't want to RISK a fire. This company is terrible from a product standpoint and from a Customer Service standpoint. I am going to contact my credit card company and put this in dispute.

Desired Settlement: I want my shipping & handling refunded for the initial shipment and I want a prepaid shipping label. They don't know if this product is defective or not and I don't want to find out by having it catch on fire.

Business Response: Initial Business Response /* (1000, 6, 2016/01/07) */ Dear Barb ***********, We have received your complaint from the Better Business Bureau regarding your request for a prepaid label to return the Orbit scooter (order# XXXXXXXXX). I apologize for any inconvenience this has caused. During our conversation on January 7, 2016, I advised you that prior to selling these products, EVINE Live was provided with third party, independent testing of the product's batteries. The investigation concluded that the Samsung and LG Tier 1 batteries that we have used meet industry standard UN 38.3 specifications, meaning the battery is manufactured with overcharge, over current draw and external short circuit protection. In addition, the power adapters are tested and listed to UL standards. We have not had any reports of this or any of our units catching fire. EVINE Live is able to provide a prepaid label for customers to send back damaged or defective items only. I indicated that since the item is not damaged or defective, I would not be able to honor your request for a pre-paid label. After providing you with this information, you disconnected the call. If you have any additional questions, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at *******@evine.com between the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, Bridget ****** Executive Resolution Office EVINE Live CC: Better Business Bureau Initial Consumer Rebuttal /* (3000, 8, 2016/01/08) */ Bridget contacted me from Evine Live Executive Resolution center and told me that I was responsible for the shipping back to them. She assured me the product is safe and repeated what all the other customer service people have said but this company just doesn't get it. If this product is so safe why are the airlines banning it? This woman was rude and disrespectful and I had also returned another product to them that was defective it was toy drones that after they were turned off started back up. I got charged for shipping one way for those items which I will also have to dispute with the credit card company. Bridget told me they wouldn't sell products that aren't safe but drones turning off after they've been turned off must not be considered a SAFETY issue by EVINE LIVE. This company will not be in business for long based on how they treat their customers. No resolution Final Business Response /* (4000, 19, 2016/03/03) */ Dear Barb ***********, We have received further correspondence from the Better Business Bureau regarding your request for a prepaid label to return the Orbit scooter (order# XXXXXXXXX). I apologize for any inconvenience this has caused. Per my previous correspondence, your reason for wanting to return the Orbit scooter does not meet EVINE Live's criteria for issuing a pre-paid label. It has now come to our attention that you may have returned the Orbit scooter along with an item on your husbands account. Unfortunately, at this time we cannot verify that we have received this return. The return for the Orbit scooter was supposed to be sent back to our vendor's warehouse, as notated on the invoice that you received with the order. During our conversation March 2, 2016 I attempted to research with you why this was sent back in a package that was intended for a different item. You became irritated at my questions and disconnected the call. In light of the recent findings of your communications with our customer service. We have initiated an investigation with our warehouse. Until this investigation concludes you will continue to receive phone calls to collect payment for an item that has yet to be returned to the appropriate warehouse. If you have any additional questions, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at *******@evine.com between the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, Bridget ****** Executive Resolution Office EVINE Live CC: Better Business Bureau

2/29/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Never used hoverboard. Was told as long as its post dated before Jan. 30th I would get refund Send Jan 26th the returned it to me and refused refund I purchased a hoverboard, after hearing the dangerous of this item, since I never used this item, I called to find out how to return it. I was told on several occasions as long as it was post dated prior to Jan 31st I would get a full refund. I had to pay $50 to return this item, which was done on Jan 26th. Once received on Feb. 1st I called back to confirm the refund which was placed. I then received the hoverboard back at my doorstep on the 10th. I called to question this and was told I will no longer get my refund and it was supposed to arrive before the 1st of Feb. which was not what I was previously told. They told me I would be charged again and if I did not pay it I would go to collections. I did everything they asked to return this item, packaging and having it shipped prior to the 31st of Jan however now they are refusing the refund.

Desired Settlement: I simply want my refund of the full amount paid for this item as I was told I would receive. I also do not want to have to pay, again, for the shipping which is $51.30 to have it shipped back to the company AGAIN because they send this item back to me.

Business Response: Initial Business Response /* (1000, 5, 2016/02/18) */ Dear Linda ******, We have received your complaint from the Better Business Bureau regarding the return of a Swagway scooter (Order # XXXXXXXXX). I apologize for any inconvenience this has caused. During our conversation on February 18, 2016, I advised you that we reviewed the call, and that our agent did provide incorrect information regarding the return date of this product. Because of this, we are leaving your refund in place and have mailed you a UPS label to return this product (UPS 1ZA6929VXXXXXXXXXX). Please use this label at your earliest convenience to return the Swagway. If you wish to discuss this matter, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at *****@evine.com between the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, Douglas **** Executive Resolution Office EVINE Live CC: Better Business Bureau Initial Consumer Rebuttal /* (2000, 7, 2016/02/29) */

2/29/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased a apple MacBook air laptop on 12/03/2015. Mailed it back on 12/17/15. Tracking # XXXX XXXX XXXX XXXX XXXX XX I purchased a apple MacBook air 13.3 inch laptop,for 1,208.99. On 12/03/2015 I received it locked I couldn't use it. I mailed it back on 12/17/2015 and it cost me $26.79 for S&H. I am out a total of $1,235.68. a lot of money. On Evine Convenient Return Process 7) states allow up to two weeks for your return to be processed. This is Sunday 2/07/2016, no refund. Two week return is a lie. I have called them numerous times and all they say is they don't have it Megagoods hasn't received it yet, then I called again, They said Megagoods has to send it back to you so you can unlock it, I said I don't know how to unlock it ,Evine said they will send you directions. I said why is it taking so long for them to mail it back. Evine couldn't give me an answer. I called my credit card company ******** to file a dispute against the charges. I called evine on 1/9/16 1/15/16 1/16/16 1/27/16 ,and spoke to a supervisor Cathy on 1/29/16. They say the same thing, megagoods needs you to unlock the computer. I called megagoods on 2/5/16 told them my name Liz ******** The customer service could only tell me they have to send it back to me so I can unlock it. I said well how long does it take for you to mail it back ? she said maybe it will be mailed out tomorrow or maybe next week. My laptop has been in California since Dec. 23rd. 2015 It was a Total of 32 working days M-F. on Feb. 5th 2016. I just want a refund , I don't have the laptop and Evine wont help me and they are who I purchased the product from and they wont help me, It's not my problem to deal with megagoods, because I purchased it from evine.. evine should refund my money and take it up with megagoods themselves instead of involving me.

Desired Settlement: I would really appreciate it if you can help me get my refund. It's a lot of money to be out. And it's totally not fair for me to be waiting all this time its so unfair on my part for evine to involve me with megagoods. I purchased the product from evine I returned it using my own money with the label that evine sends in the sales receipt. I have waited over 30 days and I feel I am entitled to a full refund including the $26.79 that I spent to ship it back. Thank You *** ********

Business Response: Initial Business Response /* (1000, 9, 2016/02/17) */ Dear Liz ********, We have received your complaint from the Better Business Bureau regarding your return of the Apple MacBook Air Laptop (order#XXXXXXXXX). I apologize for any inconvenience this has caused. Per our conversation on February 8, 2016, I advised you that the product was received back to the vendor's warehouse locked with your Apple credentials. I confirmed that you will receive the laptop back so you can unlock the laptop to the original settings. On February 15th I did receive an update from you that you were able to successfully unlock the laptop. I informed you that once our vendor receives the return a full refund will be issued. If you have any additional questions, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at *******@evine.combetween the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, Bridget ****** Executive Resolution Office EVINE Live CC: Better Business Bureau

2/29/2016 Problems with Product/Service | Read Complaint Details
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Complaint: This company provides poor customer service when they are at fault and when you request to speak with supervisor they tell you will have to wait 24 hr I've had the most dissatisfying experience with this year holiday purchase that I will never purchase another watch again from Evine. I am an avid watch collector and have been buying watches for 8-9 years easily with them. I ordered a watch on 1/1/16 and received the wrong item on 1/13. When I called customer service and explained they had sent me the wrong item. They told me I had to wait until they received the wrong watch back before they would ship the correct watch. I explained that it was their fault for sending the incorrect item and why should I have to be inconvenience for their shortcoming. They told me if I wanted my watch shipped immediately I would have to pay for it again. Which means they would have my money tied up for well over a week while they waited for the 'snail mail' return label they sent me. I explained that other retailers in their situation would bill me if I didn't return the item within a timely manner and why would I not be extended the same courtesy. The representative stated that was the only option available. I asked to speak to a supervisor expecting better cooperation considering they were at fault. The supervisor told me the exact same thing. I asked how can you treat your loyal customer in such a manner when they were totally at fault. After being on the phone roughly 1.5 hours going back and forth I requested to speak with her supervisor. She explained that she would transfer me to the executive team voicemail and it would take 24-48 hours before someone would get back with me. I was livid. I told her that was not acceptable that I had a concern that needed to be addressed immediately and it should not take that long for me to speak with a manager. She explained that was my only option and transferred me to a random voicemail. I called back multiple times and received the same subpar unacceptable customer services. I was bounced around and left same message with no avail because I still haven't heard from a single manager as of yet. Each call I spent at least an hour being bounce around and them hung up on. It has been three weeks since I sent the wrong item back and a month since the initial order and I haven't received a refund or my watch as of yet. Absolutely horrible service I will NEVER spend another dime. Spread the word about this despicable company.

Desired Settlement: I want my money back.

Business Response: Initial Business Response /* (1000, 5, 2016/02/12) */ Dear ******* ******, We have received your complaint from the Better Business Bureau regarding your recent order of an Invicta watch (order # XXXXXXXXX). I apologize for any inconvenience this has caused. In your complaint, you state that you received the incorrect watch, and that you were advised that you would need to return this watch in order for EVINE Live to send a replacement. EVINE Live does require that the initial order be received in our returns department before sending a replacement. You have since advised EVINE Live that you used the pre-paid SmartLabel to return this item. Unfortunately, the SmartLabel tracking information does not show any movement, and a claim was initiated. Claim forms have been emailed to you to fill out. For more information regarding your claim, you may contact our Claims team at X-XXX-XXX-XXXX or at **************@evine.com. If you would like to discuss this matter further, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at *****@evine.com between the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, Douglas **** Executive Resolution Office EVINE Live CC: Better Business Bureau

2/25/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Every time I attempt to shop on this service their is a shipping issue. This time UPS was not given a Apt Number. I ordered this item on 2/9/16 and it shipped 2/10/16. Well bouncing around between Evine and UPS I get a message finally from UPS on 2/18/16 that the address was not complete and the sender failed to put a Apt number on the package. This is not the first issue I have had with Evine and frankly I'm tired about complaining about their sub standard shipping practices. I promise to never shop with them again after this as I have never had one issue using QVC or other online merchants. I always complain and they promise you something and stick you again. Does this company really get a kick out of this practice. My order number is Order #: XXXXXXXXX and my customer number is CUSTOMER #: XXXXXXXX

Desired Settlement: Either get me what I ordered or refund my money and a written document stating they will close my account and never email or bother me again.I am now a strong advocate to warn people to never shop with these people.

Business Response: Initial Business Response /* (1000, 5, 2016/02/23) */ Dear ******* *********, We have received your complaint from the Better Business Bureau regarding the delivery of an order (Order # XXXXXXXXX). I apologize for any inconvenience this has caused. When we spoke on February 22, you confirmed that your package was received on February 19, 2016. I advised you that we saw that you made changes to the delivery via a UPS MyChoice, which may have affected the delivery, and you advised me that the package did arrive with several labels on it. If you wish to discuss this matter, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at *****@evine.com between the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, Douglas **** Executive Resolution Office EVINE Live CC: Better Business Bureau Initial Consumer Rebuttal /* (3000, 7, 2016/02/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) These people are not worth my time. I choose not to do business with them any further and spread the word concerning their bad shipping practices. I was notified by UPS that they were never given a apartment number on the label so I had to submit a change and add the apartment number to properly receive the item. If the label was printed correctly there would of never been a issue. I guess its my word against theirs and with Evine the customer is never right. I just want them to delete my accountant since i am unable to and cease any email or verbal communication with me for life.I refuse to deal with untrustworthy individuals,

2/25/2016 Problems with Product/Service | Read Complaint Details
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Complaint: On 10-03-15, I bought two phones with a 1 year warranty. The two phones were defective; warranty company failed to provide me with an exchange. On 10-03-15, I bought two phones from Evine Live. The two (2) phones were defective. both phones froze and had problem with call quality (noise). I have tried several times to return the phones, but the warranty company and Evine live refused to honor the warranty on the phones. I have sent several emails to the warranty company in reference to the phones, but they directed me to a website that does not work. I notified Evine live about the warranty company, but they did not address my concern. The two phones are under warranty for a year, but the warranty company refused to provide me with a way to return the phones. I want Evine live to return my money back or provide me a way to return both phones to them. thank you.

Desired Settlement: money back or return the phones to evine live

Business Response: Initial Business Response /* (1000, 5, 2016/02/23) */ Dear Daniel ******* , We have received your complaint from the Better Business Bureau regarding the warranty for your Samsung Galaxy phones (order XXXXXXXXX). I apologize for any inconvenience this has caused. During our conversation on February 18, 2016, I advised you that I would contact the vendor on your behalf. On February 18, I contacted you and left a voicemail advising that the vendor provided options for you to either return for a refund or an exchange. On February 23rd, you advised me that you wanted to return the phones for a refund and I advised you that I would inform the vendor. If you have any additional questions, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at *******@evine.com between the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, LeShonn ****** Executive Resolution Office EVINE Live CC: Better Business Bureau Initial Consumer Rebuttal /* (2000, 7, 2016/02/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept because I am able to return the phones for a refund.

2/25/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Hello: I purchased a 14k gold necklace from EVINE order number XXXXXXXXX I purchased a 14k gold necklace order number XXXXXXXXX to be charged in 6 increments less an initial charge of 429 USD on my Amex CC. Today I received an email that the order was cancelled w/o any explanation other than some excuse about my credit which is excellent. I offered to pay in full for the item but I want this 429 USD returned to my cc which is has not. I was told it would take one week which is unacceptable. I can not get anyone on the phone to resolve this. This company is taking money from me and providing merchandise.

Desired Settlement: Full refund of my cc charge.

Business Response: Initial Business Response /* (1000, 7, 2016/02/23) */ Dear ***** ******** We have received your complaint from the Better Business Bureau regarding a cancelled order (Order # XXXXXXXXX). I apologize for any inconvenience this has caused. I have attempted to reach you by telephone to no avail. If you wish to discuss this matter, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at *****@evine.com between the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, Douglas **** Executive Resolution Office EVINE Live CC: Better Business Bureau Initial Consumer Rebuttal /* (3000, 9, 2016/02/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have tried to contact the company numerous times, I can not get through. I did get my money back from Amex, but their business practices are questionable. The company avoids their customers. I won't shop with them again and I closed my cc with them as well. Final Consumer Response /* (2000, 10, 2016/02/25) */

2/25/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I contacted Evine regarding non delivery of item no. XXX-XXX. I have never received the item and I have yet to be credited. I ordered item no. XXX-XXX on 8/24/15 in the amount of $29.23. I never received the item nor credit. I have contacted Evine on numerous occasions (literally). Now I am being contacted by their collections department. I have repeated this to them. Every, and I mean every time, I begin explaining what happened, the representative hangs up on me. The last person to call today (Michelle ****** I cannot believe that this is an acceptable practice. They call at least 3 times a day. When I do answer, I am hung up on.

Desired Settlement: I have requested that they apply the credit to another item.

Business Response: Initial Business Response /* (1000, 8, 2016/02/16) */ Dear **** ********, We have received your complaint from the Better Business Bureau regarding your refund for the OSO CASUALS CHOICE OF LENGTH 5 POCKET SLIM LEG JEAN MEDIUM DENIM 12 item 724-076 (Order # XXXXXXXXX). We apologize for any inconvenience this has caused. During our conversation on February 16, 2016, I advised that a claim had been submitted on August 28, 2015. I informed you that I would have to contact our Claims Department. After carefully reviewing your account, our Claims Department has refunded your account for that item. If you would like to discuss this matter further, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at ***********@evine.com between the hours of 9:30am-6pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, Maria ********* Office of the President EVINE Live CC: Better Business Bureau Initial Consumer Rebuttal /* (2000, 10, 2016/02/25) */

2/24/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Failure to refund my money after return has been processed. Spoken to several customer representatives that promised me a refund within 5 days. I returned a couple items, jewelry, and the company Evine received the returned items on January 12, 2016 at 2:55pm according to the tracking information. I have called the Evine customer service starting January 30th and the representative, Connie, and confirmed the items were received and that I should see the refund in my bank account within 3-5 business days. Did not receive my refund. Called again February 3rd and spoke to Laresha, again had to explain the situation and she confirmed all items were returned and receives, promised again refund will be shown in bank account "the very next day". Called again on February 5, spoke to Brenda she had no idea what the problem was said she fixed the situation and that I will see the refund amount in my bank account within 3-5 business days. Still not receive refund, so I called back on February 12th, spoke to Jennifer. Same situation, same story. Jennifer promised she would have it taken care of and that I would receive the refund within 3-5 business days. Still no refund. I called again February 18th, spoke to Maria. she said she would personally take care this situation and contact the refund department and that she would get back to me with 24-48 hours. She took down my number and name, never received a call back from her. I made a second call on February 18th and talked with Michelle, same story... still waiting on my refund. She also promised that i would receive the refund within 3-5 business days. Each one of these representative promised me a refund and would not direct me to a manager. They all continued to promise me a refund and just kept apologizing. It is now February 21st and I still have not received a refund. The company promises a 30-day money back guaranteed. That guaranteed money back has not be refunded to be yet!

Desired Settlement: I want my money back. I have returned the items and each representative has confirmed that the items were received, so I would like to receive my refund.I want to see the money back in my bank account.

Business Response: Final Consumer Response /* (2000, 6, 2016/02/24) */ On Monday 2/22/16 Evine Live gave me a call. The representative name was Bridget. She called to confirm if I had contacted BBB then proceeded to tell me she has read the complaint and that the money will be in my bank by Thursday. If the money was not in by Thursday she wanted me to call her back. On Tuesday 2/23/16 I checked my bank account and the money was there. BBB made this process very quick and easy, thanks.

2/23/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Purchased mattresses on 1/3/16, which was delivered on 1/13/16. Was given 30 days to contact to return, contacted 1/23/16 to set up return to no avail Contacted to request return pick up on 1/23/16, was told by Brad someone would contact me in 5-7 days. Recontacted on 1/25/16 to verify return in process, spoke with Lisa was told allow 10 days for contact. Contacted again on 2/1/16, spoke w/Jonique she stated I should be contacted on 2/3 or 2/4/16 for return pick up set up. Still no contact for pick up for the mattresses. Recontacted on 2/6/16 spoke with Jerina, she stated someone should be calling me any day, requested to speak with a supervisor, she advised "no supervisor available, however she would escalate to the Executive Department. Finally, contacted on 2/9/16, still haven't been contacted for pick up, spoke with Brennan he stated they haven't heard from Simmons, will escalate to a supervisor. Evine advertises these mattresses stating you have 30 days to contact them to return the mattresses to no avail.

Desired Settlement: Full refund of all monies paid to date $144.08 and pick up of the mattresses for return.

Business Response: Initial Business Response /* (1000, 5, 2016/02/17) */ Dear ******* ******, We have received your complaint from the Better Business Bureau regarding your experience with the return of a Simmons mattress (order # XXXXXXXXX). I apologize for any inconvenience this has caused. During our conversation on February 12, 2016, I apologized for the frustrations that you have had with the delay in returning your Simmons mattress. During our conversation, I advised you that I will reach out to Simmons to get an update on your pick up. On February 15th, I contacted you to see if you had been contacted, and at that time I suggested that you could contact the carrier at XXX-XXX-XXXX and provide waybill# of XXXXXXXX to help expedite the pickup request. Once your mattress and box spring is returned to the warehouse, it may take up to 30 days for your return to be processed. If you have any additional questions, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at *******@evine.com between the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, Bridget ****** Executive Resolution Office EVINE Live CC: Better Business Bureau Initial Consumer Rebuttal /* (2000, 7, 2016/02/23) */ (The consumer indicated he/she ACCEPTED the response from the business.)

2/22/2016 Problems with Product/Service
2/19/2016 Problems with Product/Service | Read Complaint Details
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Complaint: After ruining Christmas for my daughter and I they still have not resolved my credit to my account. On December 21, 2015 I was delivered a white upholstered mirror that was ordered for my daughter's Christmas gift. Money was tight so I used the value pay option that allows for you to pay monthly with the credit card on file. Upon arrival, I noticed the outside of the box had a stamp that read "BLACK" I proceeded to look at the packing slip that clearly indicated "WHITE" and assumed the stamp pertained to something else so I proceeded to open the box and slide out the mirror and to my dismay the mirror was black! I immediately called Evine customer service and spoke with a young lady that offered to send out another and charge my account. I asked if the correct mirror would arrive by Christmas and she replied "no." By this time I'm a little irritated since their error has spoiled my plans for the holiday. I asked to speak with the manager and was told she wasn't available and would contact me within 24hrs however, in the meantime she'll send a return label for me to return the merchandise. The manager didn't return my call so I called again since my request was time sensitive. I spoke with a gentleman who gave me the same response and again no call back. On the 23rd I demanded to speak with the person over management and was told all of the managers were in a meeting and their senior does not speak with customers. Eventually I received a call from a VERY RUDE manager who confirmed that it would not be possible to have my item express shipped in time for the Christmas Holiday and if I wanted the correct item sent they would have to charge my credit card AGAIN and send a return label for me to return the black mirror and those funds will not be credited until they receive the returned mirror. I explained that I was not able to afford yet another purchase while waiting indefinitely for my account to be credited. She told me she'd also send a return label and when I received the label on December 28th I returned the mirror to Evine Live. Instead of crediting my account I noticed they deducted a value pay from my credit card for merchandise I'd returned. I contacted Evine Live on Thursday the 21st and spoke with a polite and seemingly helpful person. I was told that the tracking number had been located and they needed to contact the warehouse to confirm receipt of the item but it would take up to3-5 business days. Again, I am asked to exercise patience with such terrible business practice. As of today I've yet to hear from Evine and my account has not been credited. Needless to say they still have my value pay scheduled to deduct an additional $60.00 from my account on Feb 14th unless I contact my bank and deny charges. They've loss an extremely loyal customer due to their negligence. If I would've known behind the scenes was this unprofessional I would have never made them my "go to" web store.

Desired Settlement: Credit my account for the charged amount and find a reasonable resolution to compensate for my time and frustration due to the horrible customer service.

Business Response: Initial Business Response /* (1000, 5, 2016/02/05) */ Dear ****** *********, We have received your complaint from the Better Business Bureau regarding your refund for the BAXTON STUDIO STELLA CRYSTAL TUFTED MODERN FLOOR MIRROR WHITE item 440-694(Order XXXXXXXXX). We apologize for any inconvenience this has caused. During our conversation on February 2, 2016, I advised that the UPS label that had been sent out to return the mishipped item for some reason was no tracking. I informed you that I would have to contact our Claims Department. They were able to send you the paperwork to your email to you to help resolve the issue. If you would like to discuss this matter further, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at ***********@evine.com between the hours of 9:30am-6pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, Maria ********* Office of the President EVINE Live CC: Better Business Bureau

2/19/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I ordered an I phone 6s for my self and I received by mistake an HTC phone completely new in an unopened box which I return immediately. they continue to charge me for that item and call me every day I already return the phone to them, I don't know what else to do to make them understand that this was their error not mine, I spoke to a customer service lady by email like 5 times and all those emails they said that there going to refund my first payment and they don't, so I need your help with this issue.

Desired Settlement: Just issue my refund and stop harassing me and my family with phone calls. Order #: XXXXXXXXX

Business Response: Initial Business Response /* (1000, 5, 2016/01/29) */ Dear ***** *****, We have received your complaint from the Better Business Bureau regarding your order for the Apple iPhone 6S (order# XXXXXXXXX). I apologize for any inconvenience this has caused. During our conversation on January 27, 2016 we discussed this matter. You advised me that when your daughter received this package it had the appearance of being tampered with. At that time I had advised you that we would have to follow EVINE Live's claim policy. We have emailed you claim forms that need to be signed and notarized. Once these forms are received back a full refund will be issued. If you have questions regarding these forms, please call our Claims Department at X-XXX-XXX-XXXX. If you have any additional questions, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at *******@evine.com between the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, Bridget ****** Executive Resolution Office EVINE Live CC: Better Business Bureau Initial Consumer Rebuttal /* (2000, 7, 2016/02/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) The customer service lady seems to me that she is trying to help me with this issue, finally after a few months someone from that company really cares about this issue. Final Consumer Response /* (3000, 17, 2016/02/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Why its the purpose of ruin my credit with a collection agency if this matter was cause by your company. Final Business Response /* (1000, 15, 2016/02/18) */ Dear ***** *****, I am writing to you today regarding your initial complaint dated January 27, 2015 regarding the Apple iPhone 6S (order# XXXXXXXXX). I apologize for any inconvenience this has caused. During our previous conversation I did advise you that you will need to fill out the claims forms in order for us to refund your account. While this matter is under investigation, ValuePay's are are still due on their scheduled dates. If EVINE Live is unable to charge your credit card for these payments, it may result in collection activity. As of February 16, 2016 we had not received the claim forms back from you. Once these forms are received a full refund will be issued. If you have questions regarding these forms, please call our Claims Department at X-XXX-XXX-XXXX. If you have any additional questions, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at *******@evine.com between the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, Bridget ****** Executive Resolution ****** EVINE Live CC: Better Business Bureau

2/18/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Double dipping in payments. Taken more than they should have taken I am on a payment plan with them for the amount of 55.80 to be taken out on the 27th of each month. January 28th I checked to make sure they took out their payment, three payments were taken out $20.80, $33.61 and $33.61. My payment each month is 55.80 I have spoken to three different individuals stating that is not true only one payment was taken out but according to my bank I have three pending transactions from them.

Desired Settlement: Just to refund $33.61 to my account and do not take out more than what is agreed to. This is called theft.

Business Response: Initial Business Response /* (1000, 5, 2016/02/05) */ Dear ******* *****, We have received your complaint from the Better Business Bureau regarding charges that were placed on your account for (order# XXXXXXXXX). I apologize for any inconvenience this has caused. During our conversation on February 1, 2015 I advised you that I only see one authorization of the $33.61 and added that some banks do put a pre-authorization on the card. I advised that the $33.61 this charge should drop off within 1-3 business days depending on your banks processing time. You advised me that you will need to check your account and see if this charge was still there and you would let me know. I have not heard from you so I presume that this charge did drop off. If you have any additional questions, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at *******@evine.com between the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, Bridget ****** Executive Resolution Office EVINE Live CC: Better Business Bureau Initial Consumer Rebuttal /* (2000, 7, 2016/02/18) */

2/17/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: Blocked my shopping account due to mismatched addresses. Then blocked my sister and mothers accounts at a different address just by association. I placed an order on 2/11/2016 and it was canceled. I received a call from Robert from the fraud department stating that my order was canceled because my billing addresses wern't matching up. called credit union and was assured addresses did match. Called evine live back and spoke with Dan from Fraud department who was much more helpful than robert and was informed that someone that lived/used to live at my former billing address had 3 unpaid accounts with them so my order was being canceled and my shopping privileges blocked because I was linked to that address. I was very upset, but still decided to just go to my branch the next day and speak with someone about my address mismatch. I asked my husband to reorder one item for me on his account. His shipping and billing information is CORRECT and do match. My sister then used her account to re-order the second item that they had canceled. EVINE live took it upon themselves to also block their accounts as well just by association. My poor sister who has never been associated with that so called delinquent address can no longer order from them even though her billing information also matches. to top it all off I was told that my buying privileges would only be reinstated after they were paid the money they were owed from someone who used to live at the address. How am i supposed to contact someone who used to live at an address that I was supposedly linked to? When I asked for a name they were "unable to give me that information" . When I asked how much the account was because if wasn't very I would pay it to have my privileges reinstated i was told the delinquent account holder had to pay the debt and they could not take payment from anyone else. Are you freaking kidding me!! They have some nerve. They are more than happy to keep my account so that they can take out the monthly payments that I am currently still paying on.

Desired Settlement: Everyone's accounts (mine, husbands, and sisters) reinstated with full privileges.

Business Response: Initial Business Response /* (1000, 6, 2016/02/15) */ Dear Ms. *****, EVINE Live is in receipt of your letter to the Better Business Bureau. EVINE Live has suffered a financial loss on an account that directly links to your EVINE Live customer account. The loss is for account number ********. The order placed on the account used the '*********************' address. When verifying the address information with your credit card for your new order, this address was provided. As of today we were able to verify you, your husband and the customer owning account number ******** are still at this address. EVINE Live reserves the right to restrict accounts and any directly linking accounts that resulted in a financial loss. Once the debt has been paid and we receive confirmation of this, your account and all linking accounts will be reopened for new orders. If you would like to resolve this debt, feel free to contact ******** Financial at **************. If you have any further questions please contact our office at **************. Sincerely, M. **** Credit Payment Specialist II Initial Consumer Rebuttal /* (3000, 8, 2016/02/16) */ Today 2/12/2016 I noticed I cannot delete credit card information from the account. Even credit cards that have no payments coming out of them. They continue to take monthly payments from the credit card that had so called mismatched addresses and was the reason my account was blocked in the first place. My husband and i do not live at *** ***** street!!!! I would like the so called proof that they have stating that we live at *** ***** Street. My bank accounts my husbands bank accounts and our ID's are DMV issued registered to *** *** ***** street so how are we being linked to ********* Street. My sister lives at *** *** ***** street with us so why is her account blocked also?! She never lived at the delinquent address. Evine is full of crap. How are we supposed to track down someone who used to live at a delinquent address if evine won't even give us their name or allow us to pay the delinquent debt in order to get our account reopened. Final Business Response /* (4000, 10, 2016/02/16) */ Dear Ms. ****** This letter is in response to your second BBB inquiry. It appears that our previous communications with you did not explain the issue as well as you would have liked. EVINE Live has suffered a financial loss on an account that directly linked to your EVINE Live customer account. As previously stated, when verifying the address information with your credit card for your new order, the '*********************' address was provided. Due to this your account was closed down. EVINE Live reserves the right to restrict accounts and any directly linking accounts that resulted in a financial loss. Upon further review with our Fraud department, we were able to confirm the "********************" address is your primary residence. Due to this, I have reopened your account for new purchases. Please ensure your credit card information verifies to your ************ address to prevent any future issues. If you have any further questions please contact our office at X-XXX-XXX-XXXX. Sincerely, M. **** Credit Payment Specialist II

2/17/2016 Problems with Product/Service | Read Complaint Details
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Complaint: On February 2 2016 I ordered a very expensive ring total price of the ring is $167.38 it was on a value pay all together in paid 76.26 Which inclouded $22.99 when the item came to my home it was missing no ring I immediately called evinelive to report this they claim they had to do an investigation to call back the next day when I called back they told me the ring was not in their warehouse and needed to send my forms to fill out I told them everything I knew about the delivery of the item it was a mistake on the company I have had several argumentsmall with customers service and still no refund or ring I want my money I have given all I could on the missing items no call back nothing I feel like I have been ripped off by evinelive

Desired Settlement: I want to be refunded immediately I have been patient with these people

Business Response: Initial Business Response /* (1000, 5, 2016/02/15) */ Dear ******** *****, We have received your complaint from the Better Business Bureau regarding your Lapis, London Blue Topaz & Sapphire Elongated Ring (order# XXXXXXXXX). I apologize for any inconvenience this has caused. During our conversation on February 10, 2016, I advised you that our Claims Department mailed forms to you on February 8, 2016. I advised you that you would be required to fill out the forms and send them back to our Claims Department, so that they may complete their investigation and issue a refund. If you have any additional questions, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at *******@evine.com between the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, LeShonn ****** Executive Resolution Office EVINE Live CC: Better Business Bureau Initial Consumer Rebuttal /* (2000, 7, 2016/02/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have received the form and sent it back on 2/13/2016 so yes I did receive and sent form back also returned a turquoise ring I will be expecting my refund on both thanks I have been patient

2/15/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: I called in late November early December to pay off all my value pays and was told I paid everything by a man and then got a letter from collections! I called Evine customer service to pay off all my value pays because I was getting an insurance settlement. I told the man that answered I wanted to pay everything off. He have me an amount and I paid it. I thought it was a little low and asked if that was all I owed and he said yes. So I didn't give it another thought as I was getting ready to move from California to Nevada and was very busy with the Christmas Holiday and getting ready to move. Today 1/30/2016 I was cleaning the table off and seen unopened mail and opened it, it was a collection letter for $39.74. I called Evine and spoke with Amber, she could not help me clear the matter and was going to transfer me to the collection agency an I aid no I wanted to speak with a Supervisor, so after being on hold she came back on the line and said I couldn't talk to a supervisor and she would submit a negative feedback. I told her I wanted to pay the remaining balance and I want them to take the collection off of my credit! She said there was nothing they could do about it.

Desired Settlement: I want them to remove any negative report on my credit! This was an error by their employee!

Business Response: Initial Business Response /* (1000, 5, 2016/02/02) */ Dear Mr. ******, Evine Live would like to thank you for taking the time to share your concerns with us regarding your account. Our records indicate that on September 18th, 2015 you placed order number XXXXXXXXX for a Passage to Israel Sterling Silver8" Gemstone Inspirational Toggle Bracelet. This order was placed on your Visa card ending *2682. On November 22nd, 2015 you had asked to have your new credit card ending *5099 updated for your installments. Unfortunalty this card declined the charge for the fourth installment which was due on December 19th, 2015. The remaining balance owed is $39.74. To bring your account current please contact Affiliated Group at X-XXX-XXX-XXXX. Evine Live does not report to the Credit Bureaus, so this will not reflect against your credit ratings. We hope that you continue to do business with Evine Live in the future. If you have any further questions please contact our office at X-XXX-XXX-XXXX. Sincerely, M. **** Credit Payments Specialist II

2/10/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Boots purchased in October for Christmas. wrong size was sent. Return was authorized by customer service. Now they say they are unable to process purchase made by Christine ****** in October. wrong size boots sent - European size 8 vs. US 8 was not realized till recipient, my daughter got them for Christmas. customer service authorized the return. e-mail correspondences follow: Dear CHRISTINE ****** & DAVID ******, Thank you for your email. We regret to inform you that we are unable to accept a return for the CAT Footwear "Harper" Sueded Leather Faux Fur Lined Wedge Ankle Boots (order XXXXXXXXX). Our records indicate on 12/28/2016 we advised that we would be unable to accept the return as it was over our 30 day return policy. As stated on the back of your invoice, and on evine.com, "Please check your order carefully upon receipt. If you are not completely satisfied with your order, return your unused/unworn item(s) back to EVINE Live within 30 days from receipt for a full refund (excluding S&H charges)." Your receipt date is 10/07/2016. After the 30-day period, all returns, replacements, service and support must be handled directly through the manufacturer. Many products are packaged with the manufacturer's warranty and service information detailing specific terms and conditions. Not all items include a manufacturer warranty. We apologize for any inconvenience this may cause. Margaret Customer Service Team Representative EVINE Live From: ******, ***** R. (US) Sent: Wednesday, January 27, XXXX XX:XX AM To: 'Margaret C'; *********@yahoo.com Subject: RE: Case XXXXXXXX:"FW: Your EVINE Live Return Label is Enclosed" The item is not worn or used - it is the wrong size. And we weren't aware of that until it was sent as a present for Christmas & the recipient told us it was wrong size. Also, the size ordered was US size 8 and what was sent was European size 8 - so the error is evine's, not ours. As stated in previous email, all of these details were provided to the customer service rep we spoke to and obtained the return form from. If your policy is as you state here, then why was the return form mailed to us? Your company authorized the return and provided the paperwork to process it. Should you insist with your position, I will file a claim with the Better Business Bureau. Please do the right thing and process the return as promised by your customer service team. Thank you! Original Message From: ******, ***** R. **************@baesystems.com Sent: 1/28/XXXX XX:XX AM To: ***************@evine.com Subject: RE: Case XXXXXXXX:"FW: Your EVINE Live Return Label is Enclosed" Hello, I have contacted CAT directly & here is their response in red below: As you see they agree this is an Evine Live responsibility. As the incorrect size was shipped, it is Evine's error. As stated yesterday, if you will not resolve this issue, I will pursue action through the Better Business Bureau. Hello *****, Thank you for your email. Unfortunately we are not able to exchange footwear from other online retailers. If Evine Live made the mistake on the order, they should provide a resolution. I would suggest contacting the Better Business Bureau if they are not assisting. Kind Regards, Patti E-Commerce & Consumer Relations Corporate Customer Service Center ********* ** XXXXX P: ************ *******************

Desired Settlement: either a refund or replacement of the boots with the correct size

Business Response: Initial Business Response /* (4000, 8, 2016/02/10) */ Dear David ****** and Christine ******* We have received your complaint from the Better Business Bureau regarding the late return of your Cat Footwear Boots (order# XXXXXXXXX). I apologize for any inconvenience this has caused. During our conversation on February 9, 2016, I advised you that a late return would be authorized, however you would be responsible for the return shipping costs and the item would need to be received in our warehouse no later than February 24, 2016. If you have any additional questions, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at *******@evine.com between the hours of 9am-5:30pm CST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, LeShonn ****** Executive Resolution Office EVINE Live CC: Better Business Bureau Final Consumer Response /* (3000, 6, 2016/02/09) */ Evine live rep, Sean called on 2/4/16 asking we return the call to discuss the case. I replied to the number provided XXX XXX XXXX also requesting a return call. no response as of 2/9/16. second message left at same Evine contact number today 2/9/16. awaiting response.

2/10/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Evine refuses to refund money for a product I never received. I did everything they asked twice and still denied. Evine shipped me an item via UPS that I never received although UPS claims to have left it at my door. I was told by Evine customer service rep that the product was at the UPS warehouse and was showing that it was due to be delivered back to Evine on December 15th and then I would be refunded my money in 3-5 business days. That never happened and all I received was the run around. They made me notarize a letter stating that I never received the item twice. The first one I mailed the original without making a copy. The second one I emailed to them so I would have a copy and they would receive it faster. Upon receipt of the letter, they refused to give me a refund. They stated that I didn't return letter in original stated timeframe. I did return it in time. In fact, I submitted it twice. If I had never submitted form, then why did their customer service rep (Brandon M) stated that I would receive a refund in 3-5 days after December 15th when item was due to be delivered back to Evine from UPS. I provided the email to Evine as proof but they still refuse to refund my money. They have the product and my money and I have nothing. Please help!

Desired Settlement: I want a full refund of my money, $502.

Business Response: Initial Business Response /* (1000, 5, 2016/02/10) */ Dear Keisha *****, We have received your complaint from the Better Business Bureau regarding the Swagway Scooter (order# XXXXXXXXX). I apologize for any inconvenience this has caused. During our conversation on February 5, 2016, and after speaking with our Claims Department, I advised you that a full refund would be processed back to your PayPal account. On February 7, 2016, the value pays that were originally charged ($74.83, $74.83, $128.82, $74.83) were credited to your PayPal account. If you have any additional questions, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at *******@evine.com between the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, LeShonn ****** Executive Resolution Office EVINE Live CC: Better Business Bureau Initial Consumer Rebuttal /* (2000, 7, 2016/02/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for your timely response and resolution in this matter.

2/9/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I ordered a bed on 1/2/2016, was suppose to be delivered 1/25/2016. I had to email to see where it was..... My bed was never delivered. It was ordered on 1/2/2016 and was to be delivered 1/25/2016. I sent email to cust. care on 1/26 asking when my bed would be delivered and if it could not be delivered by Wed. 1/27/2016 that I wanted the order cancelled. I received an email that the bed would be delivered on Tues. 1/26/2016. When the delivery came it was was not on the truck or the incorrect bed was loaded. The delivery driver indicated that there was a full box spring and twin box spring and a king mattress. I ordered a kind size Simmons BR Tortuga bed. My husband signed form as "refused to accept" as the bed was not "complete". I don't even know if the mattress was the correct one. Nothing was ever unloaded off of delivery truck. After a phone call to XXX-XXX-XXXX I spoke to a gentleman who put me on hold for several minutes while he called the MXD Group warehouse. He indicated they told him that the bed was not there, it was either not shipped correctly or it was an incomplete shipment. He told me to contact the people that sold it to me. I emailed Evine regarding cancelling the order as it was incorrect or incomplete and that I never received any merchandise. They finally indicated that the mattress would be returned to Evine. I told them I would not pay for any charges whatsoever as I never received anything, nothing to show for 3 miserable weeks.

Desired Settlement: I do not want to be charged on my Evine Live credit card for anything. I don't want to be charged for the mattress $1,110.39 or any return charges that might apply. This has been an unacceptable practice. It has been over 3 weeks since my purchase and the only information or correspondence I received from them was an email on 1/12/2016 indicating that my order has shipped.They need to make good on this.

Business Response: Initial Business Response /* (1000, 5, 2016/02/03) */ Dear Mary ****, We have received your complaint from the Better Business Bureau regarding your Simmons Beautyrest Mattress Set (order# XXXXXXXXX). I apologize for any inconvenience this has caused. During our conversation on January 29, 2016, I apologized for the misship and advised that Simmons has offered to reship the correct item. At this point you stated you would just like a full refund. I advised you that I would advise Simmons that you no longer wanted the mattress set and that a full refund would be issued to your EVINE Credit Card. A full refund of $1079.10 was processed on February 3, 2016. If you have any additional questions, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at *******@evine.com between the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, LeShonn ****** Executive Resolution Office EVINE Live Initial Consumer Rebuttal /* (3000, 7, 2016/02/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) The balance on the Evine Live credit card is $1,100.39 all of which was for said mattress. My due date for this credit card is 2/23/16. If a credit in the amount of $1,100.39, the full amount for the bed is not on my online statement by 2/10/2016 I will be disputing this charge with the bank. Regards **** **** Final Consumer Response /* (2000, 11, 2016/02/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thanks to all for responding to and taking care of this issue. Final Business Response /* (4000, 9, 2016/02/09) */ Dear **** ****, We have received further correspondence from the Better Business Bureau regarding your Simmons Beautyrest Mattress Set (order# XXXXXXXXX). I apologize for any inconvenience this has caused. I apologize for causing confusion. A refund of $1,110.39 was processed to your EVINE Live Credit Card on February 5, 2016. If you have any additional questions, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at *******@evine.com between the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, LeShonn ****** Executive Resolution ****** EVINE Live CC: Better Business Bureau

2/9/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: Repeated phone calls to a person who does not live at this address. Failure to remove my phone # after 5 requests Repeated phone calls (several/day) to our home number to a person who does not live and this address, has never lived at this address, and certainly does not have this phone number. I have requested 5 times to be removed, explaining why. The calls keep coming. I asked for a supervisor and was connected to Darcy ******** She said they are located in Minneapolis. I have a feeling that various call centers are used, which may make tracking this difficult. Please advise ALL of them to put a stop to their bothersome, irritating practices.

Desired Settlement: STOP CALLING OUR HOME PHONE!!!

Business Response: Initial Business Response /* (1000, 5, 2016/02/08) */ Dear Ms. *******: We are in receipt of your letter to the Better Business Bureau. EVINE Live would like to thank you for taking the time to share your concerns with us regarding your recent experience. After further research we did determine that you are being contacted in error by our collection vendor Central Credit Services. We have notified them to remove your phone number and address, you will no longer be contacted. If you have any further questions, please contact us at X-XXX-XXX-XXXX Sincerely, M. **** Credit Payment Specialist II CC: Better Business Bureau of Minnesota and North Dakota Initial Consumer Rebuttal /* (2000, 7, 2016/02/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will definitely re-open my complaint if, in fact, I am contacted again by EVine Live, as I have received a verbal assurance of being removed from their credit calls several times in the past 2-3 months.

2/8/2016 Problems with Product/Service | Read Complaint Details
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Complaint: October 2015, I received a damaged product. Product was returned on 10/14/15. 3 piece table set was delivered damaged the item was return on 10/14/15. After several months of calling asking Evine to stop charging me for a returned damaged item, they promised to stop debiting my account and refund my money. My account was debit this month. so far they have taken 267.68. Tracking number ******************. Evine case number XXXXXXXX

Desired Settlement: I would like my money back. I am paying for an item that I do not have. I am paying for an item that was delivered damaged

Business Response: Final Consumer Response /* (2000, 6, 2016/02/08) */ Evine contacted this writer and reported they will refund my money.

2/8/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: My son ordered a watch with his credit card and now they are charching me My son ordered a watch back when this business was named shopNBC the other day evine live called saying that I owe them this money and they have my social security number my son said he never gave out such information he said he used his personnel debit card I asked how they got my social security number they said I provided that info at the time of purchase I went on their website and pretend to purchase something myself I entered all my information but at my son was right they don't ask for such information so how did they conclude that it was me where did they get my social security number and they are harming my credit they need to take this off my name and they need to stop calling me they illegally obtained my social security and they are harming my credit and that really gets me mad they need to resolve this fast.

Desired Settlement: I want my social security number removed from this debt and I want my credit be fixed immediately my son is willing to take full responsibility and I would like a report against their illegal act to obtain my social security number and for running my credit with out my acknowledgement.

Business Response: Initial Business Response /* (1000, 5, 2016/01/25) */ Dear Mr. *******, Evine Live, formerly ShopHQ, would like to thank you for taking the time to share your concerns with us regarding your account. Our records indicate that on September 22nd, 2012 you placed order number XXXXXXXX for a INVICTA MEN'S OCEAN BARON PRO DIVER QUARTZ CHRONO PU STRAP WATCH W/ DC GUNMETAL SIZE: MEN'S requesting a payment plan of six monthly payments. Evine Live does not request Social security numbers for any reason. When placing an order we require your name, billing and shipping address along with your method of payment. Our records show on October 25th, 2012 the 2nd installment became due. Your credit card declined the transaction. Without a different method of payment our Reauthorization department had been trying to reach you as only the first two installment had been made. After 6 months, this information had been sold to our debt buyer. They are now handling your account. Please contact Oliphant Financial at X-XXX-XXX-XXXX. If you have any further questions please contact our office at X-XXX-XXX-XXXX. Sincerely, M. **** Credit Payment Specialist II

2/8/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: Errors in my Online order I canceled an order for the amount of $629.00 for a Simon's Mattress on December 25th 2015. I called Customer Service to canceled the same day I placed the order. The Customer Service agent confirmed that he was able to cancel my order and no issues should be follow. However, a month later My PayPal account has been charged twice. I spoke to a manager today which was not helpful at all since she did not accept my complained. She mentioned that they need the product back before Evine returned my money. The mattress never was deliver to my house since Simmons called me to confirm the cancelation. Evine never called me to follow up upon my cancelation request. Plus, they charged my account twice. I requesting my money back as soon as possible. Their Customer Services ethics should be reverie by above management. This aggravation should not happen if Customer Service called to follow up.

Desired Settlement: I need the $1,258 back to my PayPal account.

Business Response: Initial Business Response /* (1000, 9, 2016/01/26) */ Dear Alexandra *******, We have received your complaint from the Better Business Bureau regarding the cancellation of your Simmons Beauty Sleep "Edgemoor" Luxury Firm Pillow Top Mattress Set (order#XXXXXXXXX). I apologize for any inconvenience this has caused. I have attempted to reach you via telephone to no avail. If you wish to discuss this matter further, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at ***********@evine.com between the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, Maria ********* Executive Resolution Office EVINE Live CC: Better Business Bureau

2/3/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Evine return was initiated via UPS December 29,2015 as of January 18th 2016 this issue was not handled, no refund was given & harassing calls received I ordered an Apple Ipad Mini with accessories kit December 9th from Evine Live using my debit card, offered value pay for 6 payments of $64.99.I accepted this offer not knowing they run credit, they never asked to run my credit, never gave them my social security # or permission to run my credit. After seeing the item for $200 versus the $365+ odd dollars Evine charges, I decided to return the item. I logged on for return label, my item did not qualify so I went into UPS on December 29th and paid for this item to be returned. After receiving the shipping label, I called Evine and provider them with tracking # and advised them I am returning the item. On Monday, January 4th, I spoke with Evine customer service about this return and they claim their were no notes in the system saying I initiated a return, so I gave them that tracking information again. On January 9th, I was notified by my bank that Evine Live tried to withdraw funds and received a $35 return fee. On January 10th I spoke with Evine customer service because I received confirmation that this item was delivered on January 6th, yet 3 days later they still charged me. I was told this issue was being addressed right away and the process for a refund was being initiated by Randy in customer service. Yet, January 18th, Evine Live initiated another charge which returned another $35 late fee on top of that, I did not receive a refund within the time frame of their return policy and the only results they have was another claim that the refund was processed today, as of January 18th after I have had to call in regards to this several times. Their lack of customer service and updating information in the system is not the customers responsibility. Had my item been updated and reported in the proposed time frame this would not be an issue. They fail to take responsibility for lack of communication within the company and that is why they have received so many customer complaints.

Desired Settlement: They claim they have finally initiated a refund for my initial payment, have not received it yet. But I would also like a refund of the second $35 bank fee because there's no reason as of January 18th the company should still be seeking payments for an item they received on January 6th, 3 days before the next payment was due. I don't control how slow their warehouse work.

Business Response: Initial Business Response /* (1000, 5, 2016/01/26) */ Dear Myka ********, We have received your complaint from the Better Business Bureau regarding the return of an Apple iPad Mini 2 (order # XXXXXXXXX). I apologize for any inconvenience this has caused. During your conversation with Bridget from our office on January 18, 2016, she advised you that a return had been processed earlier that morning. You should be able to verify refunds to your Visa card. The UPS tracking number you provided shows that your return was received at our vendor on January 6, 2015. Unfortunately, the return was not processed until January 18, 2016. We are sending a letter of explanation along with this correspondence that you can present to your bank in an effort to resolve any late fees. If you would like to discuss this matter further, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at *****@evine.com between the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, Douglas **** Executive Resolution Office EVINE Live CC: Better Business Bureau Initial Consumer Rebuttal /* (3000, 7, 2016/01/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business stated I would be receiving a letter to give to the bank to explain this but no letter is attached to this, no letter was sent to my email and I have not received a letter via mail. Banks don't wait just because a company takes 12 days to process a refund that was told prior, was being processed on the 14th of January. On top of that, I had to cover an extended late fee because they took their time. This is no way to expect a customer to come back in the future. The lack of communication in the ****** is terrible. Final Business Response /* (4000, 9, 2016/02/03) */ Dear **** ********, We have received further correspondence from the Better Business Bureau regarding your complaint. I apologize for any inconvenience this has caused. In your correspondence, you state that the letter mentioned in my response was not attached to the electronic response to the Better Business Bureau. I apologize for any confusion this may have caused. The referenced letter, which you can present to your bank, was a physical copy that was mailed to you. If you have further questions, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at *****@evine.com between the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, ******* **** Executive Resolution ****** EVINE Live CC: Better Business Bureau

2/1/2016 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I ordered my grandson a hover board on the 17th of Dec. which was supposed to be delivered on Christmas Eve. A month later no contact. No product. Product never was delivered. Evine never contacted me to tell me anything. We reached out to Evine the first attempt was a $20 courtesy credit on my next purchase. The second attempt was putting a tracking on the product. Today Jan. 19th we was informed of a refund. They said the package was sent out but that's all they know. They are lying to us. I believe the package was sold out and they falsely advertised this product and it was a sold out item. The item was ordered on Dec. 17th and had a delivery date of Christmas Eve. Evine never contact us on this matter at all. I had to call in to find this out..

Desired Settlement: You can't mend a broken heart for my grandchild. Honestly this company needs to give us a higher courtesy credit for their mistake on this item.. They offered a product to us and a specific date that was all false. We are very Unsatisfied with ther customer service. This was pain & suffering of my grandchild.. Evine should Honor us a courtesy credit of this item in return or at least half the price of the product.

Business Response: Initial Business Response /* (1000, 5, 2016/01/19) */ Dear Lenetta ******** We have received your complaint from the Better Business Bureau regarding an Orbit scooter that you never received (order# XXXXXXXXX). I apologize for any inconvenience this has caused. During our conversation on January 19, 2016 I advised you that a refund was processed as the result of a delivery claim for the missing item. I advised that in addition to the $20 EVINE Credit that our Customer Service team had provided, I would add an additional $30 EVINE Credit. This would be a total of $50 EVINE Credit, which will automatically be applied to your next order. If you have any additional questions, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at *******@evine.com between the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, Bridget ****** Office of the President EVINE Live CC: Better Business Bureau

1/29/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: I can not get an accurate payoff figure and they charging my credit card without my permission after the account was closed evine is charging me 3 times for the same items attacking my accounts , phone calls . now chaging my credit account. when will this end . i will not pay any more . if a lawyer is needed i will retain one.

Desired Settlement: I want evine ton take responsibility for nthere actions and stop attacking my credit card . settle what already paid off the accounts

Business Response: Initial Business Response /* (1000, 6, 2015/08/18) */ Dear ******* ******, We have received your complaint from the Better Business Bureau regarding charges on your credit card account. I apologize for any inconvenience this has caused. We have verified that all past due amounts have been paid as of July 27, 2015. Further, it was determined that you had overpaid on some invoices, and a check in the amount of $71.31 was sent to you on August 11, 2015. At this time, your account has been paid in full. If you have any additional questions, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at *****@evine.com between the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, Douglas **** Executive Resolution Office EVINE Live CC: Better Business Bureau Initial Consumer Rebuttal /* (2000, 8, 2015/08/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Consumer Response /* (2000, 18, 2015/09/11) */ i recieved check ,looks like it has been resolved. it was very difficult to get a favorable result though. I would not do bussines with them again. The consumer should know what they entering into before they use this company. The staff doesn't have the ability to solve elementary problems. Their ability to track down the pertenant billing information is not there. Final Business Response /* (4000, 27, 2016/01/29) */ Dear Mr. ******, We have received further correspondence from the Better Business Bureau regarding your complaint. We can verify that your account is no longer past due with EVINE Live. After researching this matter further, it was found that your wife, Lisa, has her own account with EVINE Live (customer # XXXXXXXX) that is past due. We have verified that this debt has not been paid. Your wife may contact our Credit department at X-XXX-XXX-XXXX for more information and to resolve this debt. If you have any additional questions, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at *****@evine.com between the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, Douglas **** Executive Resolution Office EVINE Live

1/28/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I was charged shipping taxes when returned the product, however taxes were not charged on shipping when I bought the product. I bought a product on Evine.com for $41.06( $32.03 for the product+ $3.04 tax and $5.99 shipping - I was charged by Evine$41.06 .When I returned the product I expected a refund in the amount of $35.07. ($41.06-$5.99 for the shipping, since they do not return shipping charges. Instead of $35.07 I got back $34.59. I contacted Evine and asked to explain. They got back to me stating that the refund was correct, since they charge taxes on shipping. So, there was no tax on shipping when I bought the product, but when I returned it, they charged taxes on shipping. It's not about the amount, it's about overcharging customers. They overcharge us anyway. For a really light package they charge $6, $7, when the real cost is $2 and now they also started to charge shipping taxes when the product was returned, tax that is not charged when a customer buys a product. I think this is a very good lawsuit case. A long list of Evine customers would be happy to find out how the company makes money on them. I was a long time customer but did not really pay attention on a refund amount. I had some issues in a past with my refund but they were resolved. I now would need to go check all of my other order

Desired Settlement: double check on all my return products and refund overcharged shipping taxes.

Business Response: Initial Business Response /* (1000, 5, 2016/01/26) */ Dear **** ********, We have received your complaint from the Better Business Bureau regarding the tax associated with a shipping and handling charge on a recent order you returned (order # XXXXXXXXX). I apologize for any inconvenience this has caused. This item included a shipping and handling charge of $5.99, which is not refunded when your return is processed. As this order was shipped to Pennsylvania, a state which requires EVINE Live to charge tax on shipping and handling, there is $0.48 in tax associated with the $5.99 shipping and handling charge. As the $5.99 shipping and handling is not refunded when the return is processed, the $0.48 in tax is not processed either. In your complaint you state that you believe you were not charged tax on the shipping and handling when the item was sent to you, but you were charged tax when the item is returned. We believe that this may be due to how tax is shown on our invoice. It is not specifically broken down to differentiate the amount designated to the shipping, but only shown as a tax total per line on the invoice. If you would like to discuss this matter further, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at *****@evine.com between the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, Douglas **** Executive Resolution Office EVINE Live CC: Better Business Bureau Initial Consumer Rebuttal /* (2000, 7, 2016/01/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept their response. It was more detailed than previously received from their customer service. I still think that they overcharge their customers for shipping and their return policy should be improved.

1/27/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: Took my order over the phone, charged my card, then checked credit info hours later, declined my order, did not return money. From: EVINE Live <*********@e.evine.com> Add to Addresses Block Sender Date: Sunday, January 17, XXXX X:XX PM To: ***********@cox.net Add to Addresses Subject: Your order #XXXXXXXXX is in process Size: 21 KB Thanks for your order. Do not reply to this email. To contact Customer Service, forward this email to ***************@evine.com EVINE Live Order #: XXXXXXXXX Customer #: XXXXXXXX JEWELRY WATCHES FASHION BEAUTY KITCHEN & FOOD HOME ELECTRONICS Thanks for shopping with us, *****! We're excited to confirm your order has been received. You'll hear from us again when your order ships. Item # Description Color Size Qty Price Total Price XXX-XXX Simmons Beautysleep "Edgemoor" Luxury Firm Pillowtop Mattress Only Full 1 $479.00 $479.00 Payment Terms : 6 ValuePay Ship To: ***** ****** **** ********* *** *** * ** ****** ** XXXXX-XXXX Billing Information: ***** ****** **** ********* *** *** * ** ****** ** XXXXX-XXXX Order Summary Item(s) Total: $479.00 Sales Tax: $0.00 Shipping & Handling: $0.00 Subtotal: $479.00 Order Total: $479.00 *Authorized Amount: $79.83 Payment Method: AX 7336 I ordered a mattress online, and they charged my card and said everything was fine, and that I would be receiving my mattress within 14 days. Then hours later, they checked my credit, I guess, and decided I didn't qualify for the 6 payment option. They should have checked that before ever charging my card. Now they say it will take * days to get my money back on my card. I am disabled, and have a very low income, and I need to use that money to figure something else out. I need a bed.

Desired Settlement: I want my money refunded to my card immediately, and if that cannot be done, then I expect some type of additional compensation. It is not right to just charge people without accurate information, and then just hold it for whatever reason.

Business Response: Initial Business Response /* (1000, 5, 2016/01/20) */ Dear Ms. ******, EVINE Live is in receipt of your letter to the Better Business Bureau. Our records indicate that on January 17, 2016 you placed order #XXXXXXXXX for a SIMMONS BEAUTYSLEEP "EDGEMOOR" LUXURY FIRM PILLOW TOP MATTRESS ONLY NO COLOR FULL requesting a payment plan of six monthly payments. By requesting the ValuePay option you are agreeing to the terms and conditions of ValuePay with EVINE Live. Orders may be subject to credit approval by EVINE Live and EVINE Live may review credit reports to qualify customers for ValuePay. EVINE Live reserves the right to limit or restrict the use of ValuePay at any time. This information is on our web site at www.evine.com. When using ValuePay, EVINE Live is extending you credit because we ship merchandise to you before full payment is received. Because of this process, EVINE Live has a legally permissible purpose to pull a credit report as this information is intended to be used for a credit transaction. We use Equifax Information Services LLC to obtain credit report information. We submit the customer's name and address as it is provided to us. There is also a disclaimer on our website and on air that indicates that ValuePay is available to qualifying customers. The pending authorization of $79.83 will be released back into your account within 3-5 business days as we are not capturing the funds. If you have any further questions please contact our office at X-XXX-XXX-XXXX. Sincerely, L. ******* Credit Payments Specialist II Initial Consumer Rebuttal /* (3000, 7, 2016/01/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) They took my money before doing any credit check, and are still in possession of my money. Their answer did not address the complaint as I stated it. They, themselves, state that value pay option is upon credit approval. Nowhere in their policy does it say that "we will take your money, and if you are not approved, we will hold your money to collect interest on said money until we decide to give it back ". I still do not have my money back, and I expect something to be done about it. My next step is to file a formal complaint with Consumer Affairs, The Attorney General's offices in both states, as well as the consumer advocate at my local news station. What they are doing is wrong and should be against the law, as it is akin to stealing. JAN XX XXXX Store Purchase EVINE LIVE , EDEN PRAIRIE, MN ON HOLD - $79.83 JAN XX XXXX Mail/Phone Order Purchase ON HOLD - $1.00 (from same transaction) They say their policy states money to be returned within 3-5 days. This is day number 5 and my money is still not there. I do expect some form of further compensation for this travesty. I am disabled with a very low monthly income and really need that money to try and find a deal on a bed which I so desperately need. Final Business Response /* (4000, 11, 2016/01/26) */ Dear Ms. ******, This letter is in response to your recent BBB inquiry. It appears that our previous communications with you did not explain the issue as well as you would have liked. At the time you place an order an authorization for the amount of the item/ValuePay is obtained to ensure the funds are there. EVINE Live is not holding the amount of $79.83, if the funds are still being held it is by the bank. American Express does not participate in electronic authorization reversals which is how we notify the banks to release the funds back into your account. You will want to follow up with them to determine how long they hold pending authorizations on their end. Sincerely, L. ******* Credit Payments Specialist II CC: Better Business Bureau

1/25/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I ordered a handbag.. IT DID NOT ARRIVE FOR OVER 2 MONTHS. I SENT IT BACK ASKING FOR A REFUND. They sent the bag back to me - I want a total refund I ordered a handbag in late Sept. After a few weeks, the bag did not arrive, however the first charge was on my credit card. I called Customer Service and told them that I had not received the bag.They told me to call the claims dept. to file a claim. I was supposed to get a claim form in the mail, which I never got. My next CC bill had the second payment due on my bill. I called customer service again and went thru the whole scenario. I was told that someone would call me back, but no one ever did. The following week I called again and got another person and had to explain the situation all over again. I told them I wanted to speak to someone who had the authority to resolve this problem.Still,no call back. One day in early December the bag arrived By this time I was so disgusted with their total lack of customer service, that I sent the bag back and said to refund my money. The following week the bag came back to me with a letter saying that since the bag was not returned within the 30 day period, they would not refund my money.(how can you return something within 30 days if you did not receive it for 60 days?) I called them again on 12/21/2015 and spoke to Brad. Again I had to go thru this whole story and I demanded to speak to someone that had the authority to get this resolved. Brad assured me that someone would call me back and take care of this. Today is 01/04/2016 and still no one has called me. I feel this total lack of customer service is un-acceptable, and I will NEVER purchase anything from them again. I will gladly send them the bag back again, but I want a total refund.

Desired Settlement: I want a TOTAL REFUND of what I have been charged

Business Response: Initial Business Response /* (1000, 5, 2016/01/13) */ Dear ***** ********, We have received your complaint from the Better Business Bureau regarding the late return of an Anuschka handbag (order XXXXXXXXX). I apologize for any inconvenience this has caused. During our conversation on January 8, 2016, we discussed this order. I advised you that the order was placed on September 27, 2015, and that you had reported that you had not received this order on October 16, 2015. The package tracking indicates that this package was delivered on October 3, 2015. EVINE Live sent you forms via email to fill out as part of our delivery claim process. On November, 13, 2015, you contacted EVINE Live and new forms were mailed to you. You advised me that in early December 2015, the package suddenly showed up at your residence and that you returned the package. You did not notify EVINE Live that you had received the package. When this order was received in our returns department, it was rejected as a late return and sent back to you. During our conversation I did agree to extend the return date for you, and you have since returned this order for a refund. If you would like to discuss this matter further, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at *****@evine.com between the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, Douglas **** Office of the President EVINE Live CC: Better Business Bureau

1/25/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Purchased a TV online.TV not received. Not getting deposit back and they are still taking more money out of my accountl I ordered a TV online,made a deposit of 252.11. Tv was shipped and on the way. i got a call from Evine telling me how to accept the TV, They wanted me to inspect the box, take the TV out and inspect the screen, and also power up the unit. The driver who handed me the broken box, would not allow me to inspect anything. He then took the TV and through it back in the truck. Evine will not issue me a credit and today they took more money out of my bank from a n agreed payment plan. I have never received the TV. the stress this has quased is too much for us, we are on a fixed income/

Desired Settlement: not only do i want a full refund, but I want to be compensated, for all the time & undue stress this has caused.

Business Response: Initial Business Response /* (1000, 5, 2016/01/12) */ Dear ***** *******, We have received your complaint from the Better Business Bureau regarding your refund for the ******* RECONDITIONED 55 IN. 4K ULTRA HD SMART LED TV W/WIFI-UN55HU6840 item 458-324(Order XXXXXXXXX). We apologize for any inconvenience this has caused. During our conversation on January 7, 2016, I advised that the item was shipped from a secondary warehouse. I advised that I would have to get in contact with them to find out when your refund would be processed for the television. As of January 11, 2016 I got confirmation that they had processed your return and the refund was issued back to your original method of payment. If you would like to discuss this matter further, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at ***********@evine.com between the hours of 9:30am-6pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, Maria ********* Office of the President EVINE Live CC: Better Business Bureau

1/25/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Credit report inquiry initiated inconspicuously without full disclosure, consent or validation of social security number. Jan. 2, 2016 an order was placed online to purchase the Rosetta Stone Levels 1 - 5 learning set order number 108404169 and customer number 18208290. I provided a debit card for payment processing of the first payment in the amount of $38.13. I was never informed a credit report would be obtained to proceed with the transaction. I did not provide a social security number or willing authorize a credit inquiry. Upon receiving a credit alert on January 5, 2016 I contacted customer service and requested to cancel to the order. I requested all funds refunded and the removal of the inquiry. I was informed by the customer service rep, I could not cancel because the item was processed for shipping. I would have to return the item and in doing so incur additional shipping fees. The refund would take approximately three weeks and they could not do anything further about the credit inquiry.

Desired Settlement: A full refund of all fees, the removal of the credit inquiry and credit repair support for any damages that have resulted from the additional credit inquiry while currently under review by an underwriter.

Business Response: Initial Business Response /* (1000, 5, 2016/01/12) */ Dear Ms. *******, EVINE Live is in receipt of your letter to the Better Business Bureau. Our records indicate that on January 2nd, 2016 you placed Order Number XXXXXXXXX for a Rosetta Stone Powerpack Levels 1-5 requesting a payment plan of six monthly payments. By requesting the ValuePay option you are agreeing to the terms and conditions of ValuePay with EVINE Live. Orders may be subject to credit approval by EVINE Live and EVINE Live may review credit reports to qualify customers for ValuePay. EVINE Live reserves the right to limit or restrict the use of ValuePay at any time. This information is on our web site at www.evine.com. When using ValuePay, EVINE Live is extending you credit because we ship merchandise to you before full payment is received. Because of this process, EVINE Live has a legally permissible purpose to pull a credit report as this information is intended to be used for a credit transaction. We use Equifax Information Services LLC to obtain credit report information. We submit the customer's name and address as it is provided to us. There is also a disclaimer on our website and on air that indicates that ValuePay is available to qualifying customers. Due to the fact that we show record of you attempting to cancel the order on January 5th, we will request that Equifax remove the credit inquiry as long as you either payoff the balance or return the item back to EVINE Live. Either of these would need to happen before we will send the request. The ValuePay option has also been removed from your account so any future purchases will be offered on full pay only. If you have any further questions please contact our office at X-XXX-XXX-XXXX. Sincerely, K. ****** Credit Specialist II

1/21/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Good morning, It's really sad that I have to contact the BBB to find a resolution to my issue. on 11/12/2015 I purchased a 7 piece table thru Evine Line and received a table of 5 pieces. This is the first disappointment, I called them to let them know the mistake they made and they told me to re-order the table again, which I purchased it again. When I received my order I received the same table I received the first time, a table for 5. I shipped both items back and were received on 11/17/2015 and 11/18/2015 per my UPS confirmation. I had called several times requesting my refund back which they stated that it takes 5-7 business days from the day they received my shipment. Today is the 12/29/2015 and they have not credit my credit card. My other issue is that Evine Credit has called me several times to charge my account because for both tables I purchased them thru value pay. Product_Or_Service: Tables Account_Number: ********************

Desired Settlement: DesiredSettlementID: Billing Adjustment I will appreciate resolution to this matter immediately. Thank you so much.

Business Response: Initial Business Response /* (1000, 5, 2016/01/11) */ Dear ******* ******, We have received your complaint from the Better Business Bureau regarding refund for your BAXTON STUDIO MOZAIKA CONTEMPORARY DINING SET NO COLOR 7 PC item 458-588(Order *********************). We apologize for any inconvenience this has caused. During our conversation on January 7, 2016, I advised that the items were shipped form a secondary warehouse. I advised that I would have to get in contact with them to find out when your refund would be processed for both of the dining room sets. As of January 8, 2016 I got confirmation that they had processed your return and the refund was issued back to your original method of payment. If you would like to discuss this matter further, please contact me directly via telephone at ************ or ************** or via email at ***********@evine.com between the hours of 9:30am-6pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, Maria ********* Office of the President EVINE Live CC: Better Business Bureau Initial Consumer Rebuttal /* (2000, 7, 2016/01/21) */

1/21/2016 Problems with Product/Service | Read Complaint Details
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Complaint: A Smart Label was not enclosed as usual with the item I am returning, but did not state so ANYWHERE on their website BEFORE I purchased item. The order number isXXXXXXXXXX, purchased on 1/06/2016. The cost of the item with tax and shipping was $1,385.55. Evine Live's usual practice is to send a SMART Label for easy returns. A cost is deducted from your credit. But with this item, it was not disclosed on the website OR anywhere before I purchased the item that I would be responsible for return shipping and insurance (the amount indicated above. After talking to 3 customer service representatives, I called the corporate office in **** ******* and the person I spoke to "Shawn" kept repeating the same thing. "That I found out that there was no smart label when I received the merchandise." I think that is deceptive and deliberate non-disclosure of that information, BEFORE I bought the item. If I had know that, I may not have bought that ring because it was not as nice as it looked on the website. They should tell consumers that items over $1,000 or whatever the cut off is that the purchaser will be responsible for going to a shipping store and pay about 6 times more to return the item than for a Smart Label return.

Desired Settlement: I want a credit of $46.89 for what I had to pay for the return shipping and insurance.

Business Response: Initial Business Response /* (1000, 5, 2016/01/18) */ Dear ****** *********, We have received your complaint from the Better Business Bureau regarding the return of an EFFY ring (order # XXXXXXXXX). I apologize for any inconvenience this has caused. During your conversation with LeShonn in my office on January 14, 2016, he explained to you that not all EVINE Live invoices are sent with the pre-paid SmartLabel, and that in cases where it doesn't we do ask that our customer choose their own carrier and pay to return an unwanted item. This information and return instructions can be found on your invoice that was sent with the merchandise. This is EVINE Live's standard return policy. I apologize, but we will not be able to accommodate your request for return postage reimbursement. If you would like to discuss this matter further, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at *****@evine.com between the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, Douglas **** Executive Resolution Office EVINE Live CC: Better Business Bureau Initial Consumer Rebuttal /* (3000, 7, 2016/01/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company is intractable regarding posting their return policies for expensive items on their website BEFORE a purchase is made. I know I think this is deceptive; I would think the BBB would think that also. I think EVINE does this so that if you buy an expensive item that does not meet one's satisfaction when it arrives, then you are more likely to keep it rather than go to a UPS store to pay for shipping and insurance. I had back surgery a few weeks ago and was not able to drive to a store and had to have a friend take care of it for me. They could have made an exception, but chose not to. Final Business Response /* (4000, 9, 2016/01/20) */ Dear ****** *********, We have received further correspondence from the Better Business Bureau regarding your complaint. Information regarding EVINE Live's return policy may be found online at www.evine.com in the 'Help' section. Returning an unwanted item to EVINE Live is always our customer's responsibility, whether a pre-paid label is included on the invoice or not. There will be instances when a pre-paid label is not included with your item. In such a case, the expectation is that the customer will take the item to a carrier of their choice to make arrangements to return their order. In order to remain constituent with our stated return policy, we are unable to offer reimbursement for your return of this order. If you would like to discuss this matter further, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at *****@evine.com between the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, Douglas **** Executive Resolution Office EVINE Live CC: Better Business Bureau

1/19/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Failure to refund because of 30 day policy. Was in hospital 8 weeks Order 10/1/15 item 721-229. Still paying on it value pay. Returned and evine returned to me 12/21. Rcvd 12/28 and contacted customer service. They said it's policy and everyone has excuses. Can't help me spoke with Brian Floor manager in minneapolis.

Desired Settlement: I want a refund. I'm dissatisfied with customer service and they're losing a valuable customer. I have spent quite a bit with them.

Business Response: Initial Business Response /* (1000, 5, 2016/01/05) */ Dear ***** *******, We have received your complaint from the Better Business Bureau regarding your request for a late return for your Pamela McCoy Faux Fur Shawl Jacket (order# XXXXXXXXX). I apologize for any inconvenience this has caused. I have attempted to reach you via telephone to no avail. If you wish to discuss this matter further, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at *******@evine.com between the hours of 9am-4530pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, LeShonn ****** Executive Resolution Office EVINE Live CC: Better Business Bureau Final Business Response /* (4000, 12, 2016/01/19) */ Dear ***** *******, I am writing to you today regarding your initial complaint dated December 28, 2015 regarding a late return for your Pamela McCoy Faux Fur Shawl Jacket (order# XXXXXXXXX). I apologize for any inconvenience this has caused. During our conversation on January 18, 2016 we discussed our return policy. I advised you that EVINE Live will reject any returns received after 30 days from the date of receipt. As a courtesy, I advised you that I would make an exception and EVINE Live will accept the return. I have emailed you a prepaid SmartLabel for the product to be returned. Once the item is received, a refund will be issued. If you have any additional questions, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at *******@evine.com between the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, Bridget ****** Executive Resolution Office EVINE Live CC: Better Business Bureau

1/18/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Placed an order with Evine and within five-ten minutes I called and e mailed to cancel order w/I 5 min ..order nt cancelled. sent to wrong address. Placed an order but w/I 5-10 min called to cancel. Was told impossible that they do not cancel orders and it was already processed. I indicated that it was impossible to process w/I 5 minutes. Continued to e mail and call customer service with no success but was told I would hear from them w/I 5 business days. Did not hear. Money taken from my account even though I wanted order cancelled. Checked acc't today and found that order was delivered to former address even though I edited my address with company, Spoke with Customer service on today's date and was again told they could do nothing about it. I indicated that I would contact BBB and they then said it was my responsibility to check address. I told them I did check address and I did edit my address so there should not have been this mistake. They said they would contact me once a "file" was opened on the wrong delivery and I would hear from them within the next two days. I am dubious that I will ever hear from them again. I told customer service rep. that I wanted the money but back into my account, the order cancelled as requested and she said nothing. I am not sure where to go from here but I am not going to pay for an item that was cancelled in a timely manner.

Desired Settlement: order cancelled and the money taken by Evine in the amount of $14.97 which is the first of the extended payments to be made to Evine, reimbursed to my account and the value payments not taken from my checking accoun.c

Business Response: Initial Business Response /* (1000, 5, 2016/01/06) */ Dear ********* ******, We have received your complaint from the Better Business Bureau regarding the Waggoner Chocolates that shipped to the incorrect address (Order # XXXXXXXXX). I apologize for any inconvenience this has caused. During our conversion on January 6, 2016, I advised you that since order was placed online and claimed that you had selected the correct address prior to placing your order, a refund would be issued back to the original method of payment that you used. I advised you to remove the old address from your online address book. If you wish to discuss this matter further, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at ***********@evine.com between the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, Maria ********* Executive Resolution Office EVINE Live CC: Better Business Bureau

1/18/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: I ordered a refurbished TV from Evine Live with their guarantee on refurbished items. TV is defective and its been 5 weeks Evine has yet to return I ordered a 50" Vizio Smart TV 1080LED 120Hz-refurbished from Evine Live on 11/16/15 and paid $479.98 (Value Pay was $99) plus $29.99 s/h.Order # ********* Item #459-734 Evines website has a guarantee for refurbished items in that they ensure that these items have been maintained by the manufacturer and are in "like new" condition and that they should work in a 'like new' condition. The TV cuts off and freezes 15 minutes into watching. I alerted Evine of the defect in the TV 2 days after receiving it (received the 26th-called about defect the 28th of November) as I wanted to make sure a timer or setting wasnt the culprit. Evine stated that they needed to contact the shipper and set up a date for them to come and pick up the merchandise. This was November 28. Since it was the holiday I allowed a few days to go past before I called to check up on a date for pickup. I called back December 4th to get an update as the holidays were approaching and i wanted to have a TV for my family so I needed to get this defective one returned so that Evine could refund my money and I could get another as Evine would not replace their defective product without first having it returned nor would they refund my money without having the item returned. today is December 28th and I just spoke to a representative at Evine and they STILL have yet to acquire a shipping company to pick up their defective sale item! They gave me a case # ******** and told me to call the Claims Department and leave a message....I have called the Claims department at ************ 4 times and each time the voicemail box is FULL..you cannot leave a message and no one is ever there to answer as they state they will call you back in 3-4 business days. Meanwhile my account was recently charged YET ANOTHER Value Pay amount of $99 for an item that I have not even gotten a FULL HOUR of viewing pleasure out of. I have called Evine numerous times and nobody can provide me with any information...they will always 'call me back' or ask me to call Claims and leave a message...meanwhile I am still paying for this TV. I believe Evine was fully aware that this product was defective and they sold it anyway. I believe Evine knew they werent going to have a shipper available. I asked the representative today if I PAID FOR THE ITEM TO GET RETURNED TO EVINE would EVINE refund my SHIPPING COSTS...her answer was NO we dont do that you have to wait for us to come and get the product before anything happens. I feel as tho Evine has duped a BRAND NEW CUSTOMER! I feel slighted, bamboozled and cheated out of a nice holiday season with my family in my new home because the TV I purchased has just been taking up space in my home. I purchased a wall mount and a stand for this particular TV that I now have no use for. Evine's return and customer service departments have been poor at best. I would like this TV to be removed from my home...I would like to be refunded ALL OF MY MONEY that Evine has charged me TO DATE or a PROPER REPLACEMENT be sent expeditiously. This is my first and last experience with them and i would not recommend anyone buy anything refurbished from them.

Desired Settlement: I would like EVINE to replace their defective TV with one that works and that is equally comparable by all listed specifications and standards. I would also like to be compensated for shipping costs and for the time I have kept this non working product in my home unneccesarily. Total compensation in cash $227.99 and a REPLACEMENT TV.

Business Response: Initial Business Response /* (1000, 5, 2015/12/31) */ Dear ******* *******, We have received your complaint from the Better Business Bureau regarding return VIZIO 50" SMART 120 HZ 1080P LED - REFURBISHED item #459-734(OrderXXXXXXXXXX). I apologize for the inconvenience this has caused. During our conversation on December 30, 2015, I advised the shipping carrier would be getting in contact with you to finalize the pickup of the defective television. I advised you that I had also put a $50.00 EVINE Live credit to your account for all the inconveniences. If you would like to discuss this matter further, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at ***********@evine.com between the hours of 9:30am-6pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, Maria ********* Office of the President EVINE Live CC: Better Business Bureau Initial Consumer Rebuttal /* (3000, 7, 2016/01/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response is true, someone did contact to ask if i had received a call from the shipper which I had on that day Dec. 30. The shipper simply stated that they STILL didnt have a pick up date and they just wanted me to be aware that I NEEDED TO 1. BRING THE TV FROM THE 2nd FLOOR APARTMENT TO THE SHIPPERS TRUCK (whenever they do arrive. 2. I NEED TO MAKE SURE TO HAVE ALL THE ORIGINAL PACKAGING THAT WAS SENT TO ME IN NOVEMBER (i.e. the original shipping box the tv came in along with all the foam inserts, cardboard seperators and plastic wrapping OR IT WOULD BE MY EXPENSE IF THE TV BECAME DAMAGED IN SHIPPING because I FAILED TO KEEP ALL THE ORIGINAL PACKING from 6 weeks ago. 3. The shipper would get back to me with a final date for pick up. As of Noon on January 5th I have yet to receive anything. Evine DID provide me with a $50 CREDIT ON EVINE. I DID NOT REQUEST TO BE COMPENSATED with Evine credit. I have read numerous reviews about the EVINE CREDIT and how it is another catastrophy waiting to happen. I would just like this TV returned and ALL MY MONEY REFUNDED TO ME in the same form that it is being deducted FROM MY ACCOUNT. There is another payment for this defective TV coming up NEXT WEEK and EVINE will continue to DEDUCT funds from my account all the while KNOWING this TV is defective and that nobody has come to retrieve it. I am not satisified with this outcome as it does absolutetly NOTHING but leave me with a still defective TV and CREDIT to use with a company who I DO NOT WANT TO CONTINUE doing business with at this point. This was my first transaction and once its DONE i want it to be MY LAST. Please provide the credit in the form of credit to my PAYPAL ACCOUNT...that would be sufficient and would at least refund me the costs of the accessories (wall mount, cords, surround sound speakers) that I purchased to go along with this TV to entertain for the holidays which have come and gone and I still have no TV, my bank account is still being deducted and I have nothing to show for it. Final Business Response /* (4000, 9, 2016/01/15) */ Dear ******* *******, We have received further correspondence from the Better Business Bureau regarding your refund for the VIZIO 50" SMART 120 HZ 1080P LED - REFURBISHED item 459-734(Order XXXXXXXXX). We apologize for any inconvenience this has caused. During our conversation on January 5, 2016, I advised that since this television was a truck-shipped item, the pickup would need to be scheduled for pick up. On January 15, 2016 I was able to confirm that this television had been received back to the warehouse and a refund has been issued back to your original method of payment. If you would like to discuss this matter further, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at ***********@evine.com between the hours of 9:30am-6pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, Maria ********* Office of the President EVINE Live CC: Better Business Bureau

1/15/2016 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: This watch was for an gift for holiday, first time he worn it the crown fell off. I purchase this watch 09/22/2015 order # ********** from watching an event on TV. 12/26/2015 i called evine they told me i missed the holiday refund period by 2 weeks, called invista. I called invista they told me evine should make this right. I CONTACTED EVINE AGAIN ON 01/04/2016 SPOKE TO SUPERVISOR SHE TOLD ME I WILL HAVE TO DEAL WITH INVISTA AND PAY $15 FOR PART PLUS SHIPPING COST.

Desired Settlement: MY TOTAL PURCHASE PRICE PLUS SHIPPING AND GIFT CARDS FOR TREATING ME LIKE AN SECOND CLASS CITIZEN. Thanks

Business Response: Initial Business Response /* (1000, 5, 2016/01/13) */ Dear ****************, We have received your complaint from the Better Business Bureau regarding your Invicta Reserve Men's Venom Swiss (order# *********). I apologize for any inconvenience this has caused. During our conversation on January 6, 2016, I advised you that I would request that Invicta contact you to assist you with the crown for your watch. On January 13, I contacted you and advised that Invicta stated that they had offered to either send you the needed part or have you send the watch to them for repair, however, you refused and said you no longer wanted the watch and wanted to return it for a refund. I advised you that a late return cannot be authorized as Invicta was offering assistance, and your order is outside of EVINE Live's return policy. You advised me to request that Invicta send the part to you. If you have any additional questions, please contact me directly via telephone at ************ or ************** or via email at *******@evine.com between the hours of 8am-4:30pm CST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, LeShonn ****** Executive Resolution Office EVINE Live CC: Better Business Bureau Initial Consumer Rebuttal /* (3000, 8, 2016/01/14) */ MR. ****** from Evine contacted me, i was told it was no way i can get an refund for this defective watch. They can sent me an crown but i would have to pay the jewelers to fix it. My position is this is an new item that defective, why will i trust this product to not have other issues. This company is playing hardball over an $262.00 item, that was purchase two weeks outside the holidays return period. I would like my money back, my dad was humiliated and want no parts of this item.Thanks I told Mr. ****** that i wanted an refund, i would have to pay an jewelers to repair an defective new item. This company is playing hardball over an $262.00 purchase that was purchase 2 weeks outside the holidays return policies. Evine make this horror go away, you better than this.Thanks Final Business Response /* (4000, 10, 2016/01/15) */ Dear Donald *********, We have received further correspondence in regards to your complaint with the Better Business Bureau regarding your Invicta Reserve Men's Venom Swiss (order# XXXXXXXXX). I apologize for any inconvenience this has caused. The watch was ordered on September 22, 2015 and the 30 day return timeframe has expired. If you have any additional questions, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at *******@evine.com between the hours of 8am-4:30pm CST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, LeShonn ****** Executive Resolution Office EVINE Live CC: Better Business Bureau

1/15/2016 Problems with Product/Service | Read Complaint Details
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Complaint: They guaranteed arrival on December 24th I never received my son gift, they charged my card and they have yet to refund me. No manager can speak to me I ordered a hoverboard for my son December 18th 2015 order number XXXXXXXXX doing the 6 Value Pay as one of his big Christmas gifts, they guaranteed me that it would arrive December 24th, and charged my card $86 for the first payment. The board never showed up, due to the holidays I understood even though they guaranteed it. I waited patiently and called them on the 27th after I still had NO hoverboard. They gave me the run around.I tried tracking the package with UPS with the number Evine provided me and it didn't work. I spoke with several representatives and each time I got the run around. First, the tracking number was wrong, then the package was simply delayed and then they had to do an investigation which would take 3 to 5 business days. It is now the 8th of January and I still have NO hoverboard nor is my card refunded. I have asked to speak with a manager several times and they WILL NOT talk to me!! This company is a SCAM and they have POOR CUSTOMER SERVICE because they DO NOT CARE TO HAVE YOU RETURN!!! IF YOU KNOW LIKE I KNOW STAY AWAY FROM THIS COMPANY.....I WILL BE POSTING MY STORY EVERYWHERE....... WHERE IS MY MONEY??? EVINE RUINED CHRISTMAS FOR DECEMBER 2015 FOR A CHILD!!!

Desired Settlement: I just want then to send me my money and we don't have to worry about doing business again. The $20 credit coupon code they gave me, they can definitely keep because I will never order from them again.

Business Response: Initial Business Response /* (1000, 5, 2016/01/13) */ Dear ****** ******, We have received your complaint from the Better Business Bureau regarding the shipment of a Orbit scooter (order # XXXXXXXXX). I apologize for any inconvenience this has caused. In your complaint, you state that you were unable to track the package with the UPS tracking information provided (******************). A claim was filed, and on January 8, 2016, a refund was processed to your original payment method. Our Claims team called and left you a message with this information the same day. If you would like to discuss this matter further, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at *****@evine.com between the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, Douglas **** Executive Resolution Office EVINE Live CC: Better Business Bureau Initial Consumer Rebuttal /* (3000, 7, 2016/01/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response because they made it out to seem like they responded in a timely manner. They did not respond until I contacted BBB, Consumer Affairs and I wrote a complaint on there facebook page. Also my son Christmas was still ruined and all I get is an apology.

1/15/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Used a debit card to make a value payment with the company. Funds were debited from my account. A credit check was done. Order was cancled I placed an order with evine live using my debit card for my bank. After completing the order i received an email that the order had been canceled. I called to inquire why and spike to a representative Eric who was extremely rude. He advised me that a credit check had been performed on me and after review my order had been canceled. I asked him why did evine perform a credit check without my social security number or my consent? I never applied for a credit card i used my own debit card. I was never advised a credit check would be performed. I had made purchases previously wuth Evine and never was advised that a credit check would be performed. I was advised it coyld take a week for my funds to be returned to my account. These practices should be illegal. The lack or disclosure regarding evine seems very intentional. I did not apply for a credit card therefore did not authorize anyone to run my credit.

Desired Settlement: I would like the request to be canceled from my credit report or for my order to be processed as i have ordered with evine before with no problems.

Business Response: Initial Business Response /* (1000, 5, 2016/01/12) */ Dear Ms. ******, EVINE Live is in receipt of your letter to the Better Business Bureau. Our records indicate that on January 8th, 2016 you placed order number XXXXXXXXX for an Orbit Self-Balancing hover board w/Samsung Battery & 1-Year Warranty requesting a payment plan of six monthly payments. By requesting the ValuePay option you are agreeing to the terms and conditions of ValuePay with EVINE Live. Orders may be subject to credit approval by EVINE Live and EVINE Live may review credit reports to qualify customers for ValuePay. EVINE Live reserves the right to limit or restrict the use of ValuePay at any time. This information is on our web site at www.evine.com. When using ValuePay, EVINE Live is extending you credit because we ship merchandise to you before full payment is received. Because of this process, EVINE Live has a legally permissible purpose to pull a credit report as this information is intended to be used for a credit transaction. We use Equifax Information Services LLC to obtain credit report information. We submit the customer's name and address as it is provided to us. There is also a disclaimer on our website and on air that indicates that ValuePay is available to qualifying customers. If you have any further questions please contact our office at X-XXX-XXX-XXXX. Sincerely, M. **** Credit Payment Specialist II Initial Consumer Rebuttal /* (3000, 7, 2016/01/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) These practices are dishonest and deceptive. Ot is not clear in your terms of use nor is it exllained clearly that a credit check will be ran. Why would i use my debit card to have a credit check when you all have a credit card that i could have applied for if i meeded credit. This response is not satisfactory and is an insult to me as a customer. Final Business Response /* (4000, 9, 2016/01/14) */ Dear Ms. ******, We are in receipt of your letter to the Better Business Bureau. It appears that our previous communications with you did not explain the issue as well as you would have liked. When order number XXXXXXXXX was placed online, you requested to use our ValuePay option, and you agreed to the terms and conditions of ValuePay with EVINE Live. Orders may be subject to credit approval by EVINE Live and EVINE Live may review credit reports to qualify customers for ValuePay. There is a disclaimer on our website and on air that indicates that ValuePay is available to qualifying customers. EVINE Live reserves the right to limit or restrict the use of ValuePay at any time. This information is our web site at www.evine.com. When you are placing your order online and chose the ValuePay option there is a "What is ValuePay" icon which you can click on for more information. A disclaimer is also listed under "Terms Of Use." If you have any further questions please contact our office at X-XXX-XXX-XXXX. Sincerely, M. **** Credit Payment Specialist II

1/15/2016 Problems with Product/Service | Read Complaint Details
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Complaint: My entire customer service experience even with coporate has been awful. Hello, my name is *************. On December 11, 2015 I contacted Evine Live to place an order for a Playstation 4 bundle for the value pay. Also, on December 14, 2015 I placed order #*********, customer number ********. On December 15, 2015 I noticed both charges had dropped off my checking account and wonder if why. I called back and a customer service rep advised that I had 2 accounts. One was eligible for value pay and the other one wasn't. He stated he closed the account where I wasn't eligible for value pay and replaced the order. The same thing occurred the next day. The charged dropped off again. I called back and was told I wasn't eligible for value pay. From, my understanding as a "customer" both the 2 watches and PS4 wasn't eligible for a value pay. It was not explained to me until after the charge was posted to my account value pay applied to one order and not the other. I spoke with managemement. He was really caring and provided me with a $30.00 for the lack of communication. I purchased the PS4 in full for $469.00. A day afterwards saw a "Posted" transaction for the watches. I was explained that I wasn't egible for value pay. It was not explained to me the watches was. Thus an unexpected charge of $44.XX was deducted from my checking account. I contacted Evine corporate office and spoke with Bridgette who seem not interested or empathic to my situation. She continuously cut me off as I explained the situation. She advised the watches would be here prior to Christmas. Also, she gave me the option to return the watches once it has been received. It is now December 26, 2015 and there is no sign of the watches. I contacted customer service again. I was told one watch was showing in transit and the other one I will have to fill out a claim for it because Evine does not know where it is. Bridgette stated she believes in prior conversation a $30.00 was sufficient compensation. I'm wondering how my time and stress can be compensated for the watches. This has been a horrible customer service experience.

Desired Settlement: I would like to have the remaining balance for the watches waved. The watches that were advised showing shipped in the system December 17, 2015 did not arrive by the promise delivery date (Before Christmas on or by December 23, 2015). I called on December 26, 2015 and I was advised one watch is showing in transit and the other watch will need to have a claim processed to determine where it is. I was told by Bridgette in the corporate office and other reps the order was shipped and scheduled for delivery by December 23, 2015. I have multiple sclerosis and I value my health. Stress is not good for my condition. Over the last two weeks Evine live has added to my stress. Two days prior to the original order were placed my father which is a loyal customer to Evine was diagnosed with lung cancer. He was the person who suggested your company to order the watches from. I have never took the time out and contact Better Business Bureau company ever! I have had worst complaints then this. I would love a written apology as well on behalf of the company.

Business Response: Initial Business Response /* (1000, 5, 2015/12/30) */ Dear ***** ******, We have received your complaint from the Better Business Bureau regarding your experience with your orders for the Invicta watches' and the Sony PS4 (order XXXXXXXXX and XXXXXXXXX). I apologize for any inconvenience this has caused. Per our phone conversation on December 18, 2015, we discussed your concerns regarding both the watches and the PS4. You had mentioned that you thought that since the first order for the PS4 was on our ValuePay plan and it was canceled, you were under the impression that the watch order would be canceled as well. Unfortunately it was not, we then discussed our return policy. During that call you had asked to speak with my supervisor. On December 23, 2015 my supervisor contacted you and you had indicated during that call that you could not talk. At that time our phone number to our office was provided so you may contact us at your convenience. If you have any additional questions, you may contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at *******@evine.com between the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, Bridget ****** Executive Resolution Office EVINE Live CC: Better Business Bureau

1/15/2016 Problems with Product/Service | Read Complaint Details
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Complaint: They falsely advertised an Invicta watch with a five year warranty. They said it retailed for $800 but I called Invicta to get watch fix. No go! Invicta watch. Woman's bolt Zeus. Gold tone Rose tone. Model number XXXXX. Purchased on March 12, 2015. I recently started wearing the watch moderately because, it reminds me that I am no longer in the Army enduring those horrible conditions. I was sold when I seen Evine Live advertising that this watch was close to $400 but retailed at $800. It was a beautiful watch which, I thought was crafted with high quality goods. Little did I know, while wearing it for a short while, that the wrist band would break and a wire would reveal to have been burned incorrectly causing it to shatter apart and cause the watch to fall to the sidewalk. I merely stuck my hand in my jacket pocket to retrieve something and it happened. I called Invicta 21 December 2015 they said they won't cover the wrist band but I can purchase another for $100 dollars and informed me at this time that the watch only retails for $200 when I started getting flustered and asking questions. I afterward called Evine and they said they can't help me because of their 30day money back garantee. I was fine with that but, why falsely advertise this watch at $800 with a five year warranty. I too blame Invicta and their information follows: CEO **** **** **** **** *** ********* ******* XXXXX

Desired Settlement: They need to stop lying to the consumers first, then they can replace my watch or refund my money in full and what it will cost me to fix this one so I can still wear it for now.

Business Response: Initial Business Response /* (1000, 5, 2015/12/30) */ Dear ******** ******, We have received your complaint from the Better Business Bureau regarding your Invicta Reserve Women's Bolt watch (order # XXXXXXXXX). I apologize for any inconvenience this has caused. I have attempted to reach you via telephone to no avail. If you wish to discuss this matter further, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at *******@evine.com between the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, LeShonn ****** Executive Resolution Office EVINE Live CC: Better Business Bureau

1/13/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Pull a hard copy of your credit report, dinging your credit score. Said they will do this 1 x a yr on all customers. Rec'd notice that a hard copy of credit report had been pulled by Evine,resulting in dinging my credit score by 10 points. When I contacted a supervisor, in the Credit Dept, by the name of Linell, she stated that they pull a hard copy of EVERYONE'S credit, that uses Value Pay, one time a year! Asked why customers were not informed. She said they are, which is a blatant lie. She stated that a banner runs across the TV screen, stating their practice . I watched and this is not true. She said it is stated on the Internet. I checked, and this is not true. In one obscure place, in small letters, it does say that they MAY check your credit if you use Value Pay. Have done business with this shopping channel for years, through several different name changes, using my AM EX that I have had for over 30 yrs and have never experienced this. When I told her that if this was how they do business, I would return all I have bought through the holiday season and within the approved return period and her response was "Fine". So much for customer service or should that be customer Disservice?! So, back the merchandise will go and Adios to Evine Live.

Desired Settlement: For me, nothing. For future customers, be transparent. Tell them how you really do business so they can decide if it's worth buying from Evine. Customer Beware!!!!

Business Response: Initial Business Response /* (1000, 5, 2016/01/08) */ Dear Ms. *********, EVINE Live is in receipt of your letter to the Better Business Bureau. Our records indicate that on December 8th, 2015 you placed Order Number XXXXXXXXX for two Isomers Copper P Concentrate & Deep Crease Correction Cream requesting a payment plan of six monthly payments on each. By requesting the ValuePay option you are agreeing to the terms and conditions of ValuePay with EVINE Live. Orders may be subject to credit approval by EVINE Live and EVINE Live may review credit reports to qualify customers for ValuePay. EVINE Live reserves the right to limit or restrict the use of ValuePay at any time. This information is on our web site at www.evine.com. When you placed your order online and chose the ValuePay option there is a "What is ValuePay" icon which you can click on for more information. A disclaimer is also listed under "Terms of Use." When using ValuePay, EVINE Live is extending you credit because we ship merchandise to you before full payment is received. Because of this process, EVINE Live has a legally permissible purpose to pull a credit report as this information is intended to be used for a credit transaction. We use Equifax Information Services LLC to obtain credit report information. We submit the customer's name and address as it is provided to us. There is also a disclaimer on our website and on air that indicates that ValuePay is available to qualifying customers. If you have any further questions please contact our office at X-XXX-XXX-XXXX. Sincerely, K. ****** Credit Specialist II Initial Consumer Rebuttal /* (3000, 7, 2016/01/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) The reason being, that Evine does not put it right out there so customers know their business practice, when a customer uses their Value Pay. According to Linell,supervisor in your Credit Dept, Evine pulls a hard copy on EVERYONE who uses Value Pay, one time a year no matter what. If this is your practice, then let it be known. Your comment to me is that you MAY check credit. Who's not telling it like it is? Evine, now to cover their behinds, or a supervisor who works daily in you Credit Dept.? Tell everyone who deals with you, what your practice really is if a customer uses your Value Pay, that Evine and all of their spokespersons eagerly extoll and encourage. Why then, do they not also advise you that they will pull a hard copy of your credit report, on a yearly basis? Most customers will then know that that means, your credit score will be dinged and then they can decide if they wish to proceed with that purchase using Value Pay, or making the purchase at all. Evine also responded using a canned lawyer drawn response. Where is your response to the information given to me by Linell, supervisor, in your Credit Dept? And do you not even grcare about losing a customer? After she told me that Evine pulls a hard copy of Everyone's credit once a year, if you use Value Pay, I indicated that I would not do business with a company that doesn't expose that information and that I would send back the merchandise I had recently purchased and was in the acceptable return time frame. And what was her "customer friendly" response? Her response to me was, "Fine". Let everyone out there in TV land know what you truly think of your customers and how you don't care about them, at all!!! on a yearly basis, resulting in dinging your credit score? Final Business Response /* (4000, 9, 2016/01/13) */ Dear Ms. *********, This letter is in response to your recent BBB inquiry. It appears that our previous communications with you did not explain the issue as well as you would have liked. You had stated that you were told by an EVINE Live representative that credit information may be pulled once a year. We pull credit periodically as warranted by your account balance. We are not notified in advance which order will prompt a credit evaluation. We have several disclaimers on our website www.evine.com and on our programming. Sincerely, K. ****** Credit Payments Lead CC: Better Business Bureau

1/11/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I returned some items via the post office and paid $6.49. Evine charged me %5.99 for shipping and handling of my return items. Evine charged me for a services that they did not provide. I personally paid for the return of my items.

Desired Settlement: I want a refund.

Business Response: Initial Business Response /* (1000, 5, 2015/12/30) */ Dear ********** ********, We have received your complaint from the Better Business Bureau regarding the shipping and handling charge for your Gemstone stud earrings item 140-577(Order XXXXXXXXX). I apologize for the inconvenience this has caused. During our conversation on December 30, 2015, I advised what had not been refunded back was the initial shipping and handling charge of $5.99 that was charged to ship the product out to you, but you explaining that the product had been poor quality I did refund that back to your original method of payment that it was charged to . If you would like to discuss this matter further, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at ***********@evine.com between the hours of 9:30am-6pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, Maria ********* Office of the President EVINE Live CC: Better Business Bureau Initial Consumer Rebuttal /* (2000, 7, 2016/01/11) */

1/11/2016 Problems with Product/Service | Read Complaint Details
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Complaint: They charged me twice for the same purchases. My wife ordered several items from Evine. She was making 6 payments of various amounts. On December 1 2015 i called and told them to pay off her balance using my debit card. They bill each item separate. They took the money from my account 142.30. Then they started taking money out daily for the same items. We paid double. I called them to fix and they said it was a bank issue not theirs. They told me on 12-18-2016 that they would refund the overpayment on Monday. I called Monday to make sure they did and they were rude, would not let me talk to a supervisor and said they did not owe me anything. Their Value pay system is overcharging and when you confront them they blame your bank. They were very rude and will not refund the extra money they took from my bank account. 12-21-15

Desired Settlement: I want the money they stole from us.

Business Response: Initial Business Response /* (1000, 5, 2015/12/29) */ Dear ***** ********, We have received your complaint from the Better Business Bureau regarding amounts that were charged to your account. I apologize for any inconvenience this has caused. During our conversation on December 29, 2015, I advised you that I will be happy to look into your concern of being overcharged, however I would need more specific details from you of the amounts in question. You did not want to provide specifics details therefore declining my offer to further assist and disconnected the call. If you would like to discuss this matter further, please contact me directly via telephone at ************ or*************** or via email at *******@evine.com between the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, Bridget ****** Executive Resolution Office EVINE Live CC: Better Business Bureau

1/7/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: Evine performed a HARD CREDIT CHECK for a simple purchase which showed up and went against my credit rating!!!! Evine performed a HARD CREDIT CHECK for a simple purchase which showed up and went against my credit rating!!!! I have called and talked to many different departments. The items were for holiday gifts, so I will not be returning, otherwise I would have returned. I had selected value pay and they are claiming the right, and that it is disclosed, that they can perform a HARD CREDIT CHECK when selecting value pay. Further, claiming it is the consumer's responsibility to be aware of this. Imagine, in an industry based on electronic, panic-type, buy immediately before they are sold out marketing, this company expects a consumer to read pages and pages of legal documentation. How unrealistic and shady of them. I paid my value pays in full and have closed my account, after doing business with them since the mid nineties. They would not remove the HARD INQUIRY, EVEN THOUGH I PAID FOR THE ITEMS IN FULL TODAY. I now have to go through Equifax to dispute the inquiry, since it will stay on my report for TWO YEARS!!!!!!!! To say I am angry is an understatement. I work really hard to keep up an excellent credit score. I will not be recommending this company nor purchasing anything at any time in the future.

Desired Settlement: I would simply like to know that others realize that Evine's expectations when making a purchase and selecting value pay are, at best, unrealistic and their practices are shady. Anyone who with some regularity or history of shopping online or electronically, knows that NO OTHER COMPANY PERFORMS A HARD CREDIT CHECK WHEN SELECTING PAYMENTS OVER A FEW MONTHS. Further, to put that responsibility on a client is cruel and unnecessary. Very, VERY POOR business practice, particularly since they would not remove the hard inquiry, even though I paid for the next four (out of six) payments IN FULL TODAY. What can be done? Can anyone give me suggestions as to how I can file a complaint with the three credit reporting agencies to have the HARD INQUIRY REMOVED? Thank you!

Business Response: Initial Business Response /* (1000, 5, 2015/12/23) */ Dear Ms. *********, EVINE Live is in receipt of your letter to the Better Business Bureau. Our records indicate that on November 6th, 2015 you placed Order number XXXXXXXXX for Two Rosetta Stone Kits requesting a payment plan of six monthly payments on each. By requesting the ValuePay option you are agreeing to the terms and conditions of ValuePay with EVINE Live. Orders may be subject to credit approval by EVINE Live and EVINE Live may review credit reports to qualify customers for ValuePay. EVINE Live reserves the right to limit or restrict the use of ValuePay at any time. This information is on our web site at www.evine.com. When using ValuePay, EVINE Live is extending you credit because we ship merchandise to you before full payment is received. Because of this process, EVINE Live has a legally permissible purpose to pull a credit report as this information is intended to be used for a credit transaction. We use Equifax Information Services LLC to obtain credit report information. We submit the customer's name and address as it is provided to us. There is also a disclaimer on our website and on air that indicates that ValuePay is available to qualifying customers. If you have any further questions please contact our office at X-XXX-XXX-XXXX. Sincerely, K. ****** Credit Specialist II Complaint Response Date bumped because: Holiday Initial Consumer Rebuttal /* (3000, 7, 2015/12/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I in no way accept that Evine believes they have the right to perform a HARD CREDIT CHECK without A HOST saying so OUT LOUD, ON AIR, SEVERAL TIMES; IN WRITING ON THE TELEVISIONS SCREEN; AND/OR HAVE A CUSTOMER REP STATE IT ON THE TELEPHONE, IF THAT IS THE METHOD OF ORDERING. This is a HARD CREDIT CHECK we are talking about, NOT something insignificant. It effects a person's personal credit rating. I placed my trust in EVINE, giving them a credit card number, TRUSTING THEY WOULD DO BUSINESS WITH ME IN AN HONORABLE MANNER, NOT UNDERHANDED. I DO NOT care that they are claiming that they made it known. They did NOT make it known CLEARLY AND OBVIOUSLY. I AM REQUESTING THAT THE CREDIT CHECK MADE ON MY ACCOUNT AND ON MY CREDIT HISTORY BE REMOVED BY EVINE, THROUGH a certified letter sent to Equifax, explaining that I did NOT authorize this check and am NOT USING THE FLEXIBLE PAYMENTS OFFERED, SINCE I have paid the account and balance in full, long before the balance is/was due. Final Consumer Response /* (3000, 11, 2016/01/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please let me qualify my "NO" answer. I will be satisfied ONLY and ONLY WHEN that HARD INQUIRY is REMOVED from my credit report(s) with whatever credit reporting agencies show the inquiry. I still maintain that this is an invasion of privacy and a completely unnecessary action. It is way TOO serious with potentially heavy implications for such a small purchase.I was NOT TRYING TO GET AN AUTO LOAN OR SOMETHING ALONG THOSE LINES! Let me reiterate: This HARD INQUIRY changed my credit score (even though I steadily maintain a credit score over 800)and was cited by my mortgage company as I was trying to refinance. VERY SERIOUS. I did not click on 'what is value pay' for a simple reason. I have used value pay in the past (BY THE WAY, AS FAR BACK AS IN THE 1990s, when you were Value Vision, etc. and throughout all of your other incarnations!!!!) and have never experienced this. I still maintain and will continue to have the opinion that this is underhanded, unnecessary, and extreme to the point of bullying and an abuse of power. I.E., just because you can, does NOT mean you should. Just think of the many people who do not follow up on this and may have some financial application refused to them for such an inquiry? This practice must be made publicly and in a more profound way to be considered fair, not simply throwing it back onto the consumer, the consumers, by the way who are paying your salaries, announcing it is our fault for not reading your fine print. Again, you are asking the highly improbable. While your style is to RUSH everyone because the item is ready to sell out immediately, hurry, hurry, rush to your computers and phones and place your order. Yes, along with that marketing strategy, you also expect consumers to stop the ordering process and read the fine print, which includes an action unheard of in the industry. You can say all you want that I or we did not read the fine print. Isn't that the exact statement that gives big business and for that matter, any business, a bad rap?? You are feeding into that opinion of businesses. This is a poor business practice. Please do not worry about me being 'banned' from using Value Pay. I have instituted a self imposed ban against ever using Shop NBC, Value Vision, ShopHQ, Evine, etc. (what ever your current/future name is/will be), have closed my credit card account affiliated with your company and have also deleted my shopping account. If I need to shop online or electronically, there are other options with companies who do not unknowingly jeopardize my credit standing, such as HSN & QVC. I would like a letter from the credit reporting agencies stating this inquiry has been removed. I will, at that time, consider being satisfied with the outcome of my complaint. Until then, I have answered 'NO' to your question. Thank you to all who have worked on this thus far, and who continue to do so on my behalf. I appreciate it. Final Business Response /* (4000, 13, 2016/01/06) */ Dear Ms. *********, We have received further correspondence regarding your recent BBB inquiry. Your information was sent to Equifax on December 30, 2015, requesting that the inquiry dated November 6th 2015 be removed. You will need to follow up with Equifax as this process may take up to 60 days. We understand your frustration, however there is nothing further we can do to expedite the process. I have attached a copy of the request that was sent to Equifax. You may contact Equifax at X-XXX-XXX-XXXX for further assistance. If you have any further questions please contact our office at X-XXX-XXX-XXXX. Sincerely, K. ****** Credit Specialist II

1/7/2016 Problems with Product/Service | Read Complaint Details
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Complaint: An order I placed and received a email confirmation from was cancelled due to a credit report being pulled without my knowledge. This is a copy of the letter I sent them identifying my complaint. I am livid that I was allowed to place an order, go to bed thinking my Christmas shopping was complete, only to get an email the next day stating that my order had been cancelled due to a credit report that I never authorized. You stated that it is on your website, I ask that you please inform me where that information is located. You stated that it is mentioned on the show and unless you watch 24/7 there is a possibility that it is missed and it was not mentioned at all at the time of my order. Every customer should be notified when order because an inquiry on your credit report lowers your score. I will inquire with my attorney to see if this is a violation of my rights to privacy in any way. I will take this issue to social media to assure that all of my friends and family and their friends and family as well aware that this is a practice of EVINE LIVE. I tried ordering with a pre-paid debit card where I receive my direct deposit and was told that was not allowed so I took time yesterday to open a bank account. If I had known that this order was not a done deal, I would not have wasted a second taking these steps and could have order from QVC and received my shipment in time for Christmas. Had I known this was a contingent of this order being complete, I could have searched from these products on yesterday while I was out. I am not off until Christmas day and you have really made it harder for me. Thank you EVINE LIVE.

Desired Settlement: I am so upset, I'm not sure what the settlement should be. I should be allowed to place my order, and get them on the 24th as they stated in my order conformation or they should be shipped as a courtesy for all the stress they have caused. The customer service representative should be given the directive to inform each and every customer that an order for flex pay is contingent on a credit report. If they are informed, customer with less that good credit can then CHOOSE if they want to complete the process and end before their credit score is LOWERED even more with an Inquiry.

Business Response: Initial Business Response /* (1000, 5, 2015/12/22) */ Dear Ms. ******, EVINE Live would like to thank you for taking the time to share your concerns with us regarding your order. Our records indicate that on December 21, 2015 you placed Order number XXXXXXXXX for a Zendoodle Coloring Set, a Bytech Bluetooth Headset/Speaker and a Nuvision 8" IPS Intel Tablet requesting a payment plan of six monthly payments on each. By requesting the ValuePay option you are agreeing to the terms and conditions of ValuePay with EVINE Live. Orders may be subject to credit approval by EVINE Live and EVINE Live may review credit reports to qualify customers for ValuePay. EVINE Live reserves the right to limit or restrict the use of ValuePay at any time. This information is on air as well as our website that indicates ValuePay is available to qualifying customers. You may visit our web site at www.evine.com. When you placed your order online and chose the ValuePay option there is a "What is ValuePay" icon which you can click on for more information. A disclaimer is also listed under "Terms of Use." When using ValuePay, EVINE Live is extending you credit because we ship merchandise to you before full payment is received. Because of this process, EVINE Live has a legally permissible purpose to pull a credit report as this information is intended to be used for a credit transaction. We use Equifax Information Services LLC to obtain credit report information. We submit the customer's name and address as it is provided to us. If you have any further questions please contact our office at X-XXX-XXX-XXXX. Sincerely, K. ****** Credit Specialist II

1/6/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Refund refused due to 30 day cutoff, however item was ordered as xmas gift. I ordered Item 459-270 - Apple Watch Sport w/ Bonus Sport Band, Milanese Loop Band & Tech Support on 9/28/15, Order #*********. This item was ordered as a Xmas gift for my husband. About the week before Xmas, I found out that someone else was purchasing this exact gift for my husband, so I called Evine customer Service to inquire about returning this item. The CSR indicated that I had until the end of January to return it and she gave me the address to return. The next day I returned the item via FedEx Ground. I tracked delivery of this item and contacted Evine on 12/28/15 when I noticed to return posted to my account. The CSR indicated the item was being returned to me because it was past the 30 day return policy. I told him that I ordered as a xmas gift and he stated that I ordered prior to their holiday extended return period. I told him that a CSR had already told me I was able to return and even gave me the proper address to return. He didn't care, said she was incorrect in giving me that information, said I was not within the 30 days and the item is being returned to me. I paid for this item on 6 Value Pays with my Paypal MasterCard and 3 payments have been deducted. I paid $15 to return the item, only to have it come back to me. How can an online business make it so impossible to return an item especially during the holiday season. Every other TV shopping station puts the customer first and wants their customers to be happy, but Evine puts themselves and their profits before customers.

Desired Settlement: I would like to return the item and receive a full refund including the shipping I have had to pay only to have the item returned without any communication.

Business Response: Initial Business Response /* (1000, 5, 2015/12/31) */ Dear ******* *****, We have received your complaint from the Better Business Bureau regarding the late return extension requested for the APPLE WATCH SPORT BUNDLE WITH ACCESSORIES BLUE/BLACK 42MM Item 459-270( Order XXXXXXXXX) . I apologize for any inconvenience this has caused. During our conversation on December 31, 2015 I advised, that the item that you purchased was a vendor item. I advised that I would have to get in contact with them and ask if they would allow a late return for your return. I also stated that as soon as an updated was received from them I would follow up with you to give you the results. If you would like to discuss this matter further, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at ***********@evine.com between the hours of 9:30am-6pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, Maria ********* ****** of the President EVINE Live CC: Better Business Bureau Initial Consumer Rebuttal /* (3000, 7, 2016/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I understand their response of requesting additional time to hear back from the "vendor", but taking a return on a item during the holiday season should be a simple process. Claiming that I ordered too soon for the holiday season does not seem valid considering I ordered the very end of September and the item wasn't even shipped till October. I feel I am being penalized by a company for shopping for a christmas gift they consider too early. Any other company such as HSN or QVC would accept the return no questions ask and give a full refund. I know this for a fact because I have NEVER had any issues with any other mail order company. I do not feel that I am requesting anything unreasonable. If Evine cannot accept a return for a holiday gift, I would not do any further business with them. Also, it's not like this item is not still being sold, it's an Apple watch that is still being sold on their website. So I don't understand the problem Final Business Response /* (4000, 9, 2016/01/05) */ Dear ******* *****, We have received your complaint from the Better Business Bureau regarding the late return extension requested for the APPLE WATCH SPORT BUNDLE WITH ACCESSORIES BLUE/BLACK 42MM Item 459-270( Order XXXXXXXXX) . I apologize for any inconvenience this has caused. During our conversation on January 5, 2016, I advised that the item that you purchased was a vendor item. I advised that I would have to get in contact with them and ask if they would allow a late return for your return. Your late return was accepted and a refund has been issued to your original method of payment that was used. If you would like to discuss this matter further, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at ***********@evine.com between the hours of 9:30am-6pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, Maria ********* Office of the President EVINE Live CC: Better Business Bureau

1/6/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: Company advertised 12 months interest free financing on purchases over 500.00. Did not honor. Evine stated on live TV that if you placed an order over 500.00 and charged it to your Evine credit card, you would get 12 months no interest financing. I placed an order on 10/10/2015 (*********)with 3 items in the order. They charged each item separately on my Evine credit card and did not set up the interest free financing. No interest was charged on the first bill. When I got my second bill, I had interest charges. I called on 12/17/2015 and was told that I should have called within 30 days of placing the order to get it fixed. The error did not show up until the 2nd bill which was after 30 days. They are tricking people into charging over 500.00 saying they will get interest free financing, sending one bill without interest, then hitting them with interest. By the time the customer finds out what has happened, 30 days have already gone by. See email below. Dear ****** ******, Thank you for your response. We truly apologize for the difficulty you are experiencing with your order XXXXXXXXX. Unfortunately,we are unable to change the payment terms of your order after thirty days have elapsed. If you call within thirty days of placing an order to request that payment terms be adjusted, we are happy to submit a request to have them adjusted. We apologize for your inconvenience. Linda Customer Service Team Representative EVINE Live

Desired Settlement: I want the interested already charged to my card refunded and I want the original 12 months interest free financing.

Business Response: Initial Business Response /* (1000, 5, 2015/12/23) */ Dear ****** ******, We have received your complaint from the Better Business Bureau regarding a special payment option offer on the EVINE Live credit card for order XXXXXXXXX. I apologize for any inconvenience this has caused. During our conversation on December 23, 2015, I advised you that after researching, it was found the offer was for Invicta watch orders totaling over $499.00 between August 30, 2015 and October 11, 2015. Your order had one Invicta watch totaling $149.60 and two non-qualifying items, for a merchandise total of $666.05. Unfortunately this order did not qualify for the promotion. If you have any additional questions, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at *****@evine.com between the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, Douglas **** Executive Resolution ****** EVINE Live Initial Consumer Rebuttal /* (3000, 7, 2015/12/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is the third story from Evine. They said on air it was the order total that had to be over 499.00. When I called in and complained, they said I did not complain within 30 days of the order. The interest did not show up within 30 days. Now they are saying the offer was only for Invicta watches over 499.00. I know they will keep changing their story until I give up. I will not shop with this company again. Final Business Response /* (4000, 9, 2016/01/05) */ Dear ****** ******, We have received your further correspondence from the Better Business Bureau regarding order XXXXXXXXX. I apologize for any inconvenience this has caused. I apologize if you were previously provided with conflicting information, but the terms provided in my previous correspondence were correct and this was how this promotion was advertised. We are unable to alter your bill with Synchrony Bank. If you have any additional questions, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at *****@evine.com between the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, Douglas **** Executive Resolution Office EVINE Live

1/5/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Failure to provide a request to Equifax to remove a credit inquiry. I sent a previous complaint to BBB case Ref#BBB Complaint Case# ******** about the initial negligence of advising me of the credit inquiry. I spoke to EVINE Live in May, September,October and November 2015 about sending to request to remove the credit inquiry to Equifax. I spoke to Maria in November about this issue. Evine did agree in a letter that a request to remove the credit inquiry would be sent to Equifax. Evine has stated that they have sent the removal each time,however Equifax,keeps stating they have not received the request for the removal of the credit inquiry.

Desired Settlement: I am requesting for the removal of the credit inquiry to Equifax. I also would like a letter from Evine Live of how the request was sent,when the request was sent and when Evine received confirmation of Equifax receiving their request.

Business Response: Initial Business Response /* (1000, 5, 2015/12/21) */ Dear Mr. *****, We are in receipt of your letter to the Better Business Bureau and would like to thank you for taking the time to share your concerns with us regarding your account. Our records indicate that on April 30th, 2015 you placed order number ********* for two Invicta Reserve watches requesting a payment plan of six monthly payments. By requesting the ValuePay option you are agreeing to the terms and conditions of ValuePay with Evine Live. Orders may be subject to credit approval by Evine Live and Evine Live may review credit reports to qualify customers for ValuePay. Evine Live reserves the right to limit or restrict the use of ValuePay at any time. This information is on our web site at www.evine.com. When using ValuePay Evine Live is extending you credit because we ship merchandise to you before full payment is received. Because of this process, Evine Live has a legally permissible purpose to pull a credit report as this information is intended to be used for a credit transaction. We use Equifax Information Services LLC to obtain credit report information. We submit the customer's name and address as it is provided to us. There is also a disclaimer on our website and on air that indicates that ValuePay is available to qualifying customers. Per our conversation on May 13, 2015 you expressed you no longer want credit terms from Evine Live. The option for future ValuePays has been removed from your account. In May a request was sent to Equifax to remove the credit inquiry. As you stated this was not done, a second request was sent on August 17th, 2015. After speaking to you last month a third request was sent on November 20th, 2015. After several attempts, Equifax has declined this request. Unfortunatly it is up to Equifax to accept and remove the inquiry. If you have any further questions please contact our office at **************. Sincerely, M. **** Credit Payment Specialist II Initial Consumer Rebuttal /* (3000, 7, 2016/01/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did NOT agree or give verbal permission to have a hard credit inquiry on my credit report. The letter above mentions the website. I DID NOT purchase the item from the website. I CALLED customer service and spoke to the representative that did not advise of the hard credit inquiry. There was no disclaimer advised,like banks or credit card lenders etc., who would review your credit. The information above is FALSE. I NEVER accepted the credit terms. Final Business Response /* (4000, 9, 2016/01/05) */ Dear Mr. *****, We are in receipt of your letter to the Better Business Bureau and would like to thank you for taking the time to share your concerns with us regarding your account. Per your conversation on May 13, 2015 with our Credit Department, you expressed you no longer want credit terms from Evine Live. The option for future ValuePays has been removed from your account. In May a request was sent to Equifax to remove the credit inquiry. As you stated this was not done, a second request was sent on August 17th, 2015. After speaking to you last month a third request was sent on November 20th, 2015. After several attempts, Equifax has declined this request. Unfortunatly it is up to Equifax to accept and remove the inquiry. If you have any further questions please contact our Credit Department at X-XXX-XXX-XXXX. Sincerely, **** ******** Senior Supervisor Executive Resolution Office

1/5/2016 Problems with Product/Service | Read Complaint Details
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Complaint: They shipped and billed me for a cancelled item. And over charged the billing. And won't pay for return shipping. On December 3, 2015 I placed an order via phone with Evine for item # 460-005 @ a cost of $399.99. First payment was in the amount of $86.00. Called back 3 minutes later with the 10% off coupon code which they honored making my new first payment $46.00. Then on December 8th I called and cancelled the order. To my surprise yesterday on December 14th it arrives via UPS. And I go check my back and they withdrew $86.00 and not the $46.00. I called and spoke with a representative would said I couldn't wait in hold for a supervisor, said they'll take it back but I have to pay for shipping and when I do get my refund in about 2 billing cycles I won't be refunded the $19.99 they charged for shipping it to me. I didn't want this item any longer and now I don't feel I should be responsible for about $40.00 in shipping costs.

Desired Settlement: $86.49 plus the return shipping costs

Business Response: Initial Business Response /* (1000, 5, 2015/12/21) */ Dear ******** *********, We have received your complaint from the Better Business Bureau regarding the return of your Swagway hover board (order# XXXXXXXXX). I apologize for any inconvenience this has caused. During our conversation on December 18, 2015, we discussed our standard return policy. I noticed on your account that you contacted our customer service and obtained a prepaid label so you may send the item back free of charge. I advised that all merchandise has to be received in our returns department before we will issue credit. As a courtesy, I advised you that I would make an exception in this case, a full refund for this order was issued to the original payment method. Please allow five to seven business days to have the refund processed to your bank account. If you have any additional questions, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at *******@evine.com between the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, Bridget ****** Executive Resolution ****** EVINE Live CC: Better Business Bureau

1/5/2016 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I ordered an IPod Touch 6th gen, and the day after Xmas it crashed. My daughter only used the device 1 time for a couple of hours. I want my money. I purchased the IPod touch 6th gen on November 13, 2015 as a Christmas gift for my daughter. She only opened the device on Dec 25th and used it for only a couple of hours 4 max. She went to use it again on Dec 27th and 2 minutes after the device was turned on, the screen went black then all blue and red and the screen turned black and the device would not turn back on. This is the second time that I have ordered from this company and this is also th second time that I received a defective product. And when I sent the first product back and wanted my money back it took over a month and a half to get a refund and I only received that after placing several phone calls and then my last call was made to the company headquarters. That was when I received my refund. I literally had to beg for it back. I am very unhappy with the companies products as well as their service. I am asking for a refund and I will never order from this company ever again.

Desired Settlement: I want a full refund.

Business Response: Initial Business Response /* (1000, 5, 2015/12/30) */ Dear ********** ******, We have received your complaint from the Better Business Bureau regarding your experience with the refund of the Apple watch and the Apple iPod (order#XXXXXXXXX and XXXXXXXXX). I apologize for any inconvenience this has caused. During our conversation on December 28, 2015, we discussed our return policy. I had advised you that after further research on your return, it was found that due to an unforeseen issue there was a delay in processing your return for the Apple watch. At that time I apologized for the delay and issued the immediate refund. During my follow up call on December 30, 2015, we had confirmed that you also sent back the Apple iPod. I had advised you that after the item is delivered back to our vendor warehouse we have to allow 5 business days for that order to be refunded. If you have any additional questions, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at *******@evine.com between the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, Bridget ****** Executive Resolution Office EVINE Live CC: Better Business Bureau Initial Consumer Rebuttal /* (2000, 7, 2016/01/05) */ (The consumer indicated he/she ACCEPTED the response from the business.)

1/4/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I made a purchase in September 2015 for 2 plush wraps which Evine advertised returns accepted till Jan 31 2016. I returned them December 2015. I made a purchase in September 2015 for 2 plush wraps, during the advertising of these wraps they advertised returns accepted till Jan 31 2016. I returned them in December 2015 and they returned them back to me claiming no refund due to pass the 30 day refund policy. I explained to them it was advertised refunds till Jan 31 2016, customer service rep told me if I returned them they would be returned to me. I was told no refund available.

Desired Settlement: Refund and shipment cost paid.

Business Response: Initial Business Response /* (1000, 5, 2015/12/22) */ Dear ****** ****, We have received your complaint from the Better Business Bureau regarding the return for Cozelle 58"x72" Plush Wrap item ************* XXXXXXXXX). I apologize for any inconvenience this has caused. During our conversation on December 22, 2015 I advised you were able to return the items back and a late return extension would be allowed for the items. I advised once items are received in the warehouse a refund would be issued to the original method of payment that was used to place order. If you would like to discuss this matter further, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at ***********@evine.com between the hours of 9:30am-6pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, Maria ********* Office of the President EVINE Live CC: Better Business Bureau Complaint Response Date bumped because: Holiday

1/4/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: Not informing the consumer I saw an item on their website. I called customer service to place my order. She asked me is this my first time with them I stated yes. The representative took my order and payment. I thought everything was fine. I get a notification from Equifax that I have a hard inquiry on my credit report. Not once did their customer service give me a disclosure that they will check my credit for paying for the item in installments(All calls are recorded). I called the credit department and he told me he does not pay his people to read disclosures and that the information is listed on the website once you check out. I told the representative from the credit department that I did not use the website to checkout and no where on the website does it state that they have the right to do a credit report(All calls are recorded). I want them to remove the inquiry on my credit report ASAP. As a business you have to disclose everything and the consumer has to agree and it was NOT. The representative was rude and nasty and did not attempt to help me but instead went on about their policy that is covert. I want my credit report updated ASAP.

Desired Settlement: I want this company to remove the hard inquiry from my credit report ASAP. And also teach his customer service representatives that there are state requirements and disclosures is a must.

Business Response: Initial Business Response /* (1000, 5, 2015/12/16) */ Dear Ms. ******, EVINE Live would like to thank you for taking the time to share your concerns with us regarding your order. Our records indicate that on December 7th, 2015 you placed XXXXXXXXX for four Marc Jacobs Daisy products requesting a payment plan of six monthly payments. By requesting the ValuePay option you are agreeing to the terms and conditions of ValuePay with EVINE Live. Orders may be subject to credit approval by EVINE Live and EVINE Live may review credit reports to qualify customers for ValuePay. EVINE Live reserves the right to limit or restrict the use of ValuePay at any time. This information is on our web site at www.evine.com. When using ValuePay, EVINE Live is extending you credit because we ship merchandise to you before full payment is received. Because of this process, EVINE Live has a legally permissible purpose to pull a credit report as this information is intended to be used for a credit transaction. We use Equifax Information Services LLC to obtain credit report information. We submit the customer's name and address as it is provided to us. There is also a disclaimer on our website and on air that indicates that ValuePay is available to qualifying customers. If you have any further questions please contact our office at X-XXX-XXX-XXXX. Sincerely, M. **** Credit Payment Specialist II

1/4/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Waiting for over a month for refund for tv that was returned. Tv purchased 11/19/2015 order # XXXXXXXX.Order was placed by my mother, a senior with dementia using her credit card. I called to cancel 2 days later when I found out about the purchase. Customer service rep said that it was too late to cancel, but she would try to have the tv returned from the shipper. At first the shipper showed the tv delivered with exception. After communication with evine customer service and the shipping company, I was assured the tv was returned per email and phone call from the shipper, over 2 weeks ago. Evine has still failed to refund my monies without reasonable explanation. Their claim is that they can't find the tv, ie it hasn't been returned to them by the shipper. I complained at first by telephone, then in writing. They opened a case #XXXXXXXX on 12/12, but have offered no solution since then. I requested the case be handled by a supervisor and received no answer. They are the ones that were paid for the tv. I don't have it! I expect them to refund the money! Over a month has passed, another payment will be due in a few days , and I have emptied my mother's checking account so that no further money can be withdrawn. Of course, bank fees will be charged if evine attempts to capture further funds. This money is her social security money that she uses to purchase medication, and she can ill afford to be without it. I just want them to refund her account. I don't understand how they allowed an order to go through on her credit card for my account in the first place.

Desired Settlement: Immediate refund of the value pay of $338.11

Business Response: Initial Business Response /* (1000, 5, 2015/12/29) */ Dear *****************, We have received your complaint from the Better Business Bureau regarding your experience with the delivery of your television (order#*********). I apologize for any inconvenience this has caused. We have been in contact via voicemail concerning the refund of your order. I can confirm that refund of $338.17 has been processed to the original method of payment. I have also sent you an email with additional information. If you have any additional questions, please contact me directly via telephone at ************ or ************** or via email at *******@evine.com between the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, Bridget ****** Executive Resolution Office EVINE Live CC: Better Business Bureau Initial Consumer Rebuttal /* (2000, 7, 2016/01/04) */ Thankfully, this case has been resolved to my satisfaction, and my refund has been issued. It was very hard to connect with evine customer service; Bridget ****** in the Executive Resolution Office was only available through voicemail, and she was on vacation in the middle of the process. It took over a month, but it has finally been resolved and I thank you for your assistance. Should you require additional information from me, I will happily comply given a working link. Thank you, *****************

1/4/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I ordered a Christmas gift for my son and they did not send it out when they were suppose to. I ordered a drone for my sons Christmas and they told me that it would be here on the 12/15/15. They said it was shipped on the 11th and I tracked the package on the 16th to see where it was. Then I called evine and complained they said they would find it and I could call back the following day so I did. When I called they said that it had shipped and would be here the 23rd. This is too late and I do not have time to send it to him. I told the gentleman this and he said that he could not give me a refund at that time. So not on top of it I have to go buy some thing to send to my son. All I wanted is that I got this gift in time to send it for Christmas scene not I want my money back.

Desired Settlement: I want my money back and not the item because I can not do any thing with it anymore.

Business Response: Initial Business Response /* (1000, 5, 2015/12/23) */ Dear ******* *******, We have received your complaint from the Better Business Bureau regarding the late delivery for your item Omega Spy Drone 4.5 Channel Video Camera RC Quadcopter (order#XXXXXXXXX) . I apologize for any inconvenience this has caused. I have attempted to reach you via telephone to no avail. If you wish to discuss this matter further, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at ***********@evine.com between the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, Maria ********* Executive Resolution Office EVINE Live CC: Better Business Bureau

12/30/2015 Problems with Product/Service | Read Complaint Details
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Complaint: This company does credits checks on their customers without permission after they take your money out of your account. I placed an order on Dec. 10, 2015 for a self balancing hover board for my son for Christmas my order number was XXXXXXXXX item number was XXXXXX and I chose the 6 value pay which $86.49 was taken out of my account and the rep told me that I would receive my order on 12-21-15. I was very excited because I was able to get the one item my son really wanted for Christmas only to wake up the next morning to check my emails to see if the order had been shipped and nothing, I check my emails again around noon and I have one from Evine saying my order had been cancelled so I called and they told me based on a credit check they declined my order so I asked since when do you do credit checks I have ordered things from you before and never been told about a credit check so they told me due to the amount they do credit checks and I said that's not true I ordered a iPad which was over $300 and they didn't do a credit check. They have not put my money back in my account and they ruined my sins Christmas. The customer service is awful the reps are rude and they don't do anything to try to resolve the situation. Have have spent hundreds of dollars with this company and feel I've been treated unfair and I've read reviews and they have done the same to other people and I don't feel they should be able to run a business this was. I don't recall ever giving them my ss number so how can they run credit checks especially without my permission. I was wondering why this company has changed its name three times now I see why. I'm a disabled 45 year old woman who is trying to my my children happy for Christmas and this company has just ruined that. I'm someone who has worked all of my life and never had to use value pay because I would usually pay cash or other credit cards but I was recently diagnosed with kidney failure and now I'm on a fixed income and can't really get out and shop like I would like until I start to get better and to have this happen to me really does not help the situation. PLEASE DO SOMETHING ABOUT THIS COMPANY. ITS UNFAIR

Desired Settlement: Not really requesting a settlement unless they want to make my child happy for Christmas. All I want is for them to shut down

Business Response: Initial Business Response /* (1000, 5, 2015/12/14) */ Dear Ms. **********, EVINE Live would like to thank you for taking the time to share your concerns with us regarding your order. Our records indicate that on December 10th, 2015 you placed XXXXXXXXX for an Orbit self-balancing hover board requesting a payment plan of six monthly payments. By requesting the ValuePay option you are agreeing to the terms and conditions of ValuePay with EVINE Live. Orders may be subject to credit approval by EVINE Live and EVINE Live may review credit reports to qualify customers for ValuePay. EVINE Live reserves the right to limit or restrict the use of ValuePay at any time. This information is on our web site at www.evine.com. When using ValuePay, EVINE Live is extending you credit because we ship merchandise to you before full payment is received. Because of this process, EVINE Live has a legally permissible purpose to pull a credit report as this information is intended to be used for a credit transaction. We use Equifax Information Services LLC to obtain credit report information. We submit the customer's name and address as it is provided to us. There is also a disclaimer on our website and on air that indicates that ValuePay is available to qualifying customers. If you have any further questions please contact our office at X-XXX-XXX-XXXX. Sincerely, M. **** Credit Payment Specialist II

12/30/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Ordered Invicta Reserve Man Of War Swiss Sw500 Automatic. Order process and I got an email today saying it's no longer available. Ordered Invicta Reserve Man Of War Swiss Sw500 Automatic. Order process and I got an email today saying it's no longer available. It was on live tv when I made the order implying it was available, in stock at the time of my order. They did not want to fill the order, for whatever the reasons. It's an automate system, you cannot take too many orders. This was the deal of the century, they misrepresented the available products. ***Document Attached*** I forgot to add, that I called Customer Services and the first time they hung up on me after I gave my order # XXXXXXXXX. I called back and talk to Berneace and she stated she can do nothing but give me a $20 credit on my next order. I asked to speak to a manager and he (floor manager) stated I'm sorry I cannot do anything but give you a $20 credit on my next order.

Desired Settlement: I want the $3000 watch at the price advertised $540

Business Response: Initial Business Response /* (1000, 6, 2015/12/14) */ Dear ******* *****, We have received your complaint from the Better Business Bureau regarding the cancellation of the Invicta Reserve Men's Man of War Swiss SW500 Automatic (order XXXXXXXXX). I apologize for any inconvenience this has caused. During our conversation on December 8, 2015, I advised you that I had confirmed with our Merchandising Department, that the watch was available and that I would be glad to place the order at your original payment terms. On December 9, 2015, I contacted you with the UPS tracking number, advising that your watch was scheduled for delivery the next day. If you have any additional questions, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at *******@evine.com between the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, LeShonn ****** Executive Resolution Office EVINE Live CC: Better Business Bureau

12/23/2015 Problems with Product/Service | Read Complaint Details
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Complaint: An ordered was played for value pay and I was not told that an hard inquiry was been done on my credit. An order was place and an inquiry is not on my credit report and a credit check was not authorized. Nor was a dob or SSN.

Desired Settlement: Removal of inquiry

Business Response: Initial Business Response /* (1000, 5, 2015/12/21) */ Dear Ms. *****, EVINE Live would like to thank you for taking the time to share your concerns with us regarding your order. Our records indicate that on October 14th, 2015 you placed order number XXXXXXXXX for a Nuvision 7.85" Intel 1GB/16gb Tablet requesting a payment plan of six monthly payments. By requesting the ValuePay option you are agreeing to the terms and conditions of ValuePay with EVINE Live. Orders may be subject to credit approval by EVINE Live and EVINE Live may review credit reports to qualify customers for ValuePay. EVINE Live reserves the right to limit or restrict the use of ValuePay at any time. This information is on our web site at www.evine.com. When using ValuePay, EVINE Live is extending you credit because we ship merchandise to you before full payment is received. Because of this process, EVINE Live has a legally permissible purpose to pull a credit report as this information is intended to be used for a credit transaction. We use Equifax Information Services LLC to obtain credit report information. We submit the customer's name and address as it is provided to us. There is also a disclaimer on our website and on air that indicates that ValuePay is available to qualifying customers. If you have any further questions please contact our office at X-XXX-XXX-XXXX. Sincerely, Kim ****** Credit Specialist II Initial Consumer Rebuttal /* (3000, 7, 2015/12/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Evine is no different from qvs or HSN who do not do a credit check. I was not aware that a credit check would be done let alone a hard inquiry that stays on the credit report for 2 year just for the ability to purchase a product over a six month time frame. It should be made more visible and appears to be very deceiving. The order would not have been place if the terms were clear.

12/21/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I purchased through ValuePay on 9/21/15 a Invicta Reserve 38mm Subaqua Noma watch serial #XXXXX model#XXXXX. The bezel fell off. Evine said I have to contact Invicta because they hold the warranty. Evine said they will not let me return the watch or replace the watch and it took 5 phone calls to speak to a supervisor because the cutomer service reps told me they were refusing me to speak to a supervisor. I called Invicta and they want to charge me $75 for the repair. I have had the watch just two months and want to have it returned and my money refunded that I have paid on the September, October and November payments or the watch replaced. Evine is the worst customer service. This is my first purchase with Evine and certainly will be my last.

Desired Settlement: I want the watch replaced or the watch returned with refund.

Business Response: Initial Business Response /* (1000, 5, 2015/12/07) */ Dear ******** ******, We have received your complaint from the Better Business Bureau regarding an Invicta watch (order # XXXXXXXXX). I apologize for any inconvenience this has caused. During our conversation on December 7, 2015, I advised you that EVINE Live does have a 30-day return policy, and that after this return period has expired, we do have to refer you to the warranty provider for repairs. Not all repairs are covered by the manufacturer's warranty, and additional fees may be charged for non-warranty repairs. You advised me that you had taken the watch to a local jeweler, and that they had repaired the watch for you. If you have any additional questions, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at *****@evine.com between the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, Douglas **** Executive Resolution Office EVINE Live

12/18/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Evine Live uses deceptive practices when offering Value Pay promotions. Evine Live does not disclose fundamental aspects, such as a credit checks. On November 30th, I received an invitation from Evine Live to participate in their Cyber Monday Sales Promotion. I selected 2 items: Movado Watch for $678.30 & a Sturhling Watch for $110.26. I opted for the 6 Value Pay method: 6 equal payments charged to your credit card plus shipping and handling would be added to the first installment payment. I have made several purchases in the past using this payment method. On December 2nd, I received an alert from my credit card monitoring service that a Hard Credit Inquiry had been performed. I was surprised by this since I had not applied for Credit. I logged into Equifax and saw that Evine Live had requested my Credit File. So, my next call was to Evine Live's Customer Service Dept. I explained the situation to the representative and was transferred to the credit dept. My call was dropped and I called the Customer Service line for a second time. This time, the Rep did a "warm transfer" and Ichanou was the Rep from the Credit Department that accepted the call. I explained the situation to Ichanou. He stated that I had authorized a credit check when I selected the 6 Value Pay payment method. I did not provide a Social Security Number or check a box authorizing a Credit Check. Ichanou read off verbatim a response that was posted on their website. This web page is not presented to the customer when selecting products, confirming the purchase of the products or during the actual payment of the product. Also, their Hosts selling the product on TV promote the Value Pay method as an enticement but do not disclose the potential for Hard Inquiries on your credit file. I asked to speak to a Supervisor/Manager and he responded he didn't have a Manager and then promptly transferred me to a Customer Service Rep. I believe I spoke to Barb first but was disconnected while she was reviewing the notes in her order system. I called back and then spoke to Mary. Mary didn't understand why the Credit Department would transfer me back to Customer Service. Furthermore, she inquired if I had given my Social Security # out at any stage of the ordering process. I answered "NO". I requested to escalate this issue to a higher authority and she spoke with her immediate supervisor and was going to arrange a call back from some one in 24 hours. I requested contact information for their Corporate Offices and she stated she did not have the information but recommended that I check online. After about 15 minutes checking online and checking online complaints about Evine Live I located a telephone number for their Executive Resolution Team. So, I called on 12/03/2015 at 11:00 AM and spoke with Marie from the Executive Resolution Team. After explaining the situation, Marie also read verbatim the disclosure about Value Pays. Again this disclosure is absent from the selection, purchasing and payment process and requires the online shopper to click to another page to get this disclosure. I suspect that if Evine Live was disclose this information on the payment page, a good portion of their customers would opt not to make the purchase. In the process of finding contact information for Evine Live's Corporate Office, I came across 361 complaints on ConsumerAffairs.com. Just browsing through the first dozen or so complaints, these online shoppers had a similar experience with Evine Live concealing the potential for a credit check and getting the run around the company's Customer Service and Credit Depts. I received a call back from Marie and was told their Credit Dept could not make the correction. Also, my order for the Movado Watch was cancelled on 12/02/2015 because Evine Live took orders for the watch even though the watch was backordered. The website did not state the item was on backorder & gave a delivery date of 12/09/2015. So, I have a hard Credit Inquiry and No Watch. I find Evine Live's Sales Practices deceptive & actionable under the Federal Credit Protection Act.

Desired Settlement: 1. Remove the Hard Credit Inquiry from my Credit File. 2. Provide the Watch for purchase. 3. Monetary compensation for the time and effort needed to address this issue. 4. Update Website to alert customers of the potential of a credit check with Value Pay promotions and require a check off by the consumer.

Business Response: Initial Business Response /* (1000, 5, 2015/12/04) */ Dear Mr. ******, EVINE Live would like to thank you for taking the time to share your concerns with us regarding your order. Our records indicate that on November 30th, 2015 you placed XXXXXXXXX for a Stuhrling Original Men's Legacy Automatic Skeleton Dial Leather Strap Watch & a Movado Men's Museum Swiss Made Quartz Chronograph Rubber Strap Watch requesting a payment plan of six monthly payments. By requesting the ValuePay option you are agreeing to the terms and conditions of ValuePay with EVINE Live. Orders may be subject to credit approval by EVINE Live and EVINE Live may review credit reports to qualify customers for ValuePay. EVINE Live reserves the right to limit or restrict the use of ValuePay at any time. This information is on our web site at www.evine.com. When using ValuePay, EVINE Live is extending you credit because we ship merchandise to you before full payment is received. Because of this process, EVINE Live has a legally permissible purpose to pull a credit report as this information is intended to be used for a credit transaction. We use Equifax Information Services LLC to obtain credit report information. We submit the customer's name and address as it is provided to us. There is also a disclaimer on our website and on air that indicates that ValuePay is available to qualifying customers. If you have any further questions please contact our office at X-XXX-XXX-XXXX. Sincerely, M. **** Credit Payment Specialist II

12/16/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Advertisement misleading/no disclosure. Odered #XXXXXX to have it cancelled by company claiming credit issues. Rep misspelled my name thus neg report. Today was my first time shopping with the company via t.v. and their advertising of flex pay made it very appealing. Thus I called in an order and provided my banking info to the representative. She thanked me for my order and gave me a confirmation number. Some time later I received an email stating my order was cancelled. I called customer service regarding the cancellation only to be informed that my credit had been checked. This was disturbing for more than one reason. First I was not informed of such and secondly my name was misspelled on the order form. In closing had I been made aware that the flex pay was contingent upon credit approval I would have applied for the company's card to derfer the payments and possibly purchased the second watch I adored for my mom's Christmas gift. Needless to say I am quite disappointed with your company's practices. Also know that I intend to shout out and post my experience with your company to my social media followers.

Desired Settlement: Honesty and full disclosure to your patrons!!!!! Let patrons know that when they speak to one of the company's representatives to place an order via phone their credit profile is being ran. That way your potential customers can consent or not proceed at that point. Secondly, give a courtesy call or email to at least offer another method of payment before cancelling an order.

Business Response: Initial Business Response /* (1000, 5, 2015/12/08) */ Dear Ms. ****, EVINE Live would like to thank you for taking the time to share your concerns with us regarding your order. Our records indicate that on December 5th, 2015 you placed XXXXXXXXX for a Gucci Women's 125 G-Gucci Swiss Made Quartz Stainless Steel Bracelet Watch requesting a payment plan of six monthly payments. By requesting the ValuePay option you are agreeing to the terms and conditions of ValuePay with EVINE Live. Orders may be subject to credit approval by EVINE Live and EVINE Live may review credit reports to qualify customers for ValuePay. EVINE Live reserves the right to limit or restrict the use of ValuePay at any time. This information is on our web site at www.evine.com. The cancelation of your order was based solely on the fact that EVINE Live was unable to view your current credit history. Orders placed on the ValuePay option are subject to credit approval using name and billing address. We were unable to obtain a copy of your current credit history with the information provided on your recent order. We apologize your name was misspelled. I have corrected this and reset the ValuePay option on your account. When using ValuePay, EVINE Live is extending you credit because we ship merchandise to you before full payment is received. Because of this process, EVINE Live has a legally permissible purpose to pull a credit report as this information is intended to be used for a credit transaction. We use Equifax Information Services LLC to obtain credit report information. We submit the customer's name and address as it is provided to us. There is also a disclaimer on our website and on air that indicates that ValuePay is available to qualifying customers. If you have any further questions please contact our office at X-XXX-XXX-XXXX. Sincerely, M. **** Credit Payment Specialist II Initial Consumer Rebuttal /* (3000, 7, 2015/12/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept their response for more than one reason. First of all I ordered through the representative not online and at no point did she mention the company's policy of conducting a credit check in order to use the value pay plan. Secondly, the funds were deducted from my checking account immediately with a thorough break down of shipping and receiving dates along with next installment payment date. It was some time later I received an email from the company informing me that the order was cancelled based on a negative credit history. I immediately called and inquired about the email that's when I was informed about the company's policy of conducting credit checks. My response was that I did not consent to a credit check. The rep said that it is the policy and I asked why wasn't I informed at the time of placing the order. She said it's on their website as well as on the t.v. I replied that I am watching the program now and no where's does it gives that disclosure. Then I pointed out that in the email my first name was misspelled so how could your company get a credit check with a misspelled name? At this point I was really annoyed and asked why wasn't I given the opportunity to purchase the item out right before cancelling the order? She replied that it was another department and she wasn't sure why. Therefore I am not satisfied with the response nor their practices thus I should have been informed and invited to apply for their credit card before hand. In closing I strongly urge that the disclaimer of running credit checks be disclosed by the company's representatives when accepting phone orders. By the way I am still searching for the disclaimer on air!!! Final Business Response /* (4000, 9, 2015/12/16) */ Dear Ms. ****, We are in receipt of your letter to the Better Business Bureau. It appears that our previous communications with you did not explain the issue as well as you would have liked. When order number XXXXXXXXX was placed, you requested to use our ValuePay option, and you agreed to the terms and conditions of ValuePay with EVINE Live. Orders may be subject to credit approval by EVINE Live and EVINE Live may review credit reports to qualify customers for ValuePay. There is a disclaimer on our website and on air that indicates that ValuePay is available to qualifying customers. The cancelation of your order was based solely on the fact that EVINE Live was unable to view your current credit history. Orders placed on the ValuePay option are subject to credit approval using name and billing address. We were unable to obtain a copy of your current credit history with the information provided on your recent order. We did correct this and reset the ValuePay option on your account. EVINE Live reserves the right to limit or restrict the use of ValuePay at any time. This information is our web site at www.evine.com. When you are placing your order online and chose the ValuePay option there is a "What is ValuePay" icon which you can click on for more information. A disclaimer is also listed under "Terms Of Use." If you have any further questions please contact our office at X-XXX-XXX-XXXX. Sincerely, M. **** Credit Payment Specialist II

12/16/2015 Problems with Product/Service | Read Complaint Details
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