ComplaintsforVooks Inc
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Complaint Details
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Initial Complaint
04/25/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Vooks website promotes gifting a membership, so I purchased a year's membership on April 6, and gifted it to my daughter-in-law's email address for my 6-year old autistic grandson for his birthday. Login credentials should have been sent to *************************** Because it was a gift, I was not sent any login credentials, but my d-i-l hasn't received any either. My credit card payment was processed. I've emailed ****************************** a few times, but have not received a response. I continue to receive emails promoting Vooks, but no replies to my emails, and no login credentials. On the Vooks.com website, there's no phone number to call, just the email address: ******************************. I'm not asking for a refund, but for the membership information to be sent to my d-i-l, and for the year-long membership to begin when she's able to log in.Customer response
04/25/2024
Thank you so much for your help.
***************************, Customer Experience Specialist with **************************, emailed me and my daughter-in-law with an address to click on and a code to enter, but neither of us were able to log in. My d-i-l received this message: "The coupon you are trying to apply is not available at this time. Please try again later." I received this message: "Invalid login credentials or account does not exist." I emailed Vooks last night to let them know we still are unable to log in, but I've not yet heard back from them.
Business response
04/26/2024
To whom it may concern,
On April 26, 2024, Vooks customer service received an email from ***********************************. The attached document shows the only email conversation that we had with ******. She states that she sent several emails, but our system shows that this is the only email from this customer.
In her email, ****** stated that she purchased a gift subscription from our company that was to be sent to her grandson, and that her daughter in law never received the email containing login information (she gave us the email address it should have gone to).
On that same day, Vooks customer service responded saying that we looked up her purchase, and ****** had entered a different email at checkout, so the gift went to the wrong person. We supplied her with a code to use to redeem the gifted subscription as well as a website link to use to redeem it.
Our team mistakenly sent the wrong link, and when ****** pointed that out, we responded with an apology and the correct link within one day. At that time, we thought the issue was resolved.
When we received this complaint, we also offered to fully refund the customer.Thank you,
***********************
Customer response
04/26/2024
The issue with Vooks has been resolved. Thank you so much for your help!Customer response
04/30/2024
Thank you again for your help! Vooks has asked me to retract the complaint, and I'm happy to do that with hopes they will more quickly fulfill purchases in the future, and be more available to help customers with product issues.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.