Direct Emporium Inc. failed to honor their commitment

I appreciate Direct Emporium Inc. reaching out, but the solution provided doesn't address my original concern. The replacement fitness tracker has the same defect as the original one I complained about.

Dear customer, I am reaching out regarding your recent complaint about our repair service. First and foremost, I want to extend my sincere apologies for the frustration this situation has caused you. As the Customer Experience Specialist at Direct Emporium Inc., I have personally reviewed your case and have spoken with the team members involved. There appears to have been a miscommunication regarding our service guarantees, and I take full responsibility for this oversight. I have taken the following immediate actions: 1. Processed a refund of $436.51 to your original payment method 2. Added a $436.51 service credit to your account for future use 3. Implemented additional training for our staff based on your feedback Your case has been assigned reference number REF-E92C58A6 for any future correspondence. Please allow 3-5 business days for the refund to appear in your account. Thank you for giving us the opportunity to address this matter. Your feedback helps us improve. Sincerely, Alex Williams Customer Experience Specialist Direct Emporium Inc.

ComplaintNest Administrator Note: We have reviewed this complaint against Direct Emporium Inc. and have verified that it meets our platform standards. We have reached out to the company on your behalf and will continue to monitor this case. Please note that we have escalated this to our priority queue due to the nature of the issue with the fitness tracker. ComplaintNest Support Team