- Report: #218805
Report - Rebuttal - Arbitrate
Complaint Review: Rip-Off Report Investigation: StoresOnline - IMergent
Rip-Off Report Investigation: StoresOnline - IMergent754 East Technology Blvd. Orem, Utah United States of America
Rip-Off Report Investigation: shows that StoresOnline & iMergent is fulfilling its commitment to provide excellent customer service. Rip-off Report gives StoresOnline a POSITIVE rating in customer support and quality assurance. StoresOnline pledges to resolve complaints and address any issues from the past, present and in the future - committed to 100% satisfaction - whatever it takes - say company executives.
*Consumer Comment: Hard to get information via email
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StoresOnline joins Rip-off Report Corporate Advocacy Business Remediation & Customer Satisfaction Program. ..A long name for a program that does a lot for both consumers and business a like.
Rip-off Report Corporate Advocacy Business Remediation & Customer Satisfaction Program,..A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business. As a matter of policy, when Rip-off Report is retained by a company to investigate independently and to publish our findings, we use every bit of information at our disposal to determine the truthfulness of the complaints against the company or individual.
ALL COMPANIES GET COMPLAINTS, BUT HOW THE COMPANY HANDLES THOSE COMPLAINTS, SEPARATES GOOD BUSINESSES FROM BAD BUSINESSES.
...A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business.
By Ed Magedson - Founder, Rip-off Report
StoresOnline approached Rip-Off Report several months ago with the express purpose of resolving consumer concerns posted on Rip-off Report.com. Soon thereafter it became apparent that StoresOnline had a sincere commitment to remedy any and all customer concerns.
Immediately after StoresOnline had contacted us Rip-off Report launched an investigation without the knowledge of StoresOnline, because of the patterns of concerns voiced on our website. Our initial investigation revealed that StoresOnline looked at legitimate complaints and made many internal changes to avoid future problems with customer service and products, as well as other services. Rip-off Report knew StoresOnline was a company with integrity when some of their executives stated they know they are not infallible, will not always be perfect, and will sometimes make mistakes. - - Most companies will never admit any wrongdoing, and many just dig in their heels, refuse dialogue and then sue Rip-off Report!
Rip-off Report discovered disgruntled ex-employees, competitors and persons who have taken a "short position" in StoresOnline Stock have tried to victimize StoresOnline repeatedly. Actually, Rip-Off Report's investigation reveals that many of the complainants are not StoresOnline's customers at all, but some of the aforementioned miscreants instigated others to file complaints without even first contacting StoresOnline customer service. To this end, StoresOnline has launched a new e-mail [email protected] to provide a readily available venue to resolve customer concerns for those customers who have posted complaints on Rip-off Report. It is hoped that this will also weed out most of the miscreants. That email address is also for any consumer who thinks StoresOnline could have done better for them in the past.
Rip-Off Report's investigation of StoresOnline shows that StoresOnline is fulfilling its commitment to provide excellent customer service.
In response to the situation revealed by Rip-off Report's analysis of the patterns of concerns, StoresOnline has recently outlayed a substantial investment into significant software improvements, more user-friendly integrations, improvements in customer service, and complete organizational and operational transparency and implemented full disclosure at seminars, which clearly demonstrate StoresOnline's desire and willingness to become more customer-friendly.
We are told, StoresOnline has improved the transparency of its sales practices by:
1) expanding and improving its disclosures to its customers; 2) improving the descriptions on the packaging of its products; and 3) enhancing and improving the certification and training processes of its salespeople.
To ensure that the sales representatives fully disclose all relevant information prior to any buying decision, StoresOnline has implemented a rigorous compliance program in which, among other things, each seminar is monitored, recorded, and transcribed.
We have also learned that StoresOnline has implemented a three-day right of rescission, in which any customer can cancel his or her purchase. Many states require this right be allowed but StoresOnline has extened it to customers in all states to avoid confusion.
StoresOnline has also made special comitments to Rip-off Report for unique situations that may arise for their customers.
StoresOnline has also greatly improved the level of its customer service by:
1) establishing 24/7 365 chat and e-mail customer support; 2) expanding phone support hours; 3) adding customer service personnel; 4) improving the certification and training process of those personnel; 5) implementing a customer service feedback and rating system whereby the customer has the opportunity evaluate each customer service interaction; 6) verifying the customer service feedback and rating system by an independent third party; 7) monitoring customer service and satisfaction levels and statistics and aggressively seeking ways to further improve upon them; 8) improving the escalation and monitoring processes and procedures to address customer concerns and/or complaints; 9) enhancing the customer relationship management system whereby each customer document and customer service interaction is electronically recorded and stored; 10) conducting several merchant retreats whereby dozens of customers were invited to provide their feedback regarding StoresOnline's products and customer support; and 11) conducting "focus group" sessions, which were administered by third-parties, in order to solicit input and feedback from StoresOnline customers.
Additionally, StoresOnline has also developed and provided its customers with:
1) step-by-step CD and DVD training and an on-line Help System to assist customers with the navigation of the StoresOnline software; 2) live training in customers' local areas after the initial customer purchase; and 3) periodic newsletters and blogs, which provide helpful software hints and instructions.
We have further learned that StoresOnline has reportedly spent millions of dollars to continually upgrade and enhance the capabilities and ease of use of its world-class StoresOnline software, such as:
1) "drag and drop" design; 2) ability to integrate with other software modules; 3) enhanced marketing statistic features; 4) creation of a customer relations management system; 5) ability to conduct business in multiple currencies; 6) has been translated to Spanish in order to serve a valuable, growing clientele; and 7) has been integrated with various accounting software packages, shippers, auctioneers, affiliates, and credit card processors.
StoresOnline has also upgraded and enhanced its back-end system to:
1) improve its reliability and speed; 2) automatically monitor and report "bugs" immediately as they are detected; and 3) redundantly store information of its system.
Finally, although StoresOnline endorses the products and services sold by independent companies such as PMI, EMS, and Tax Vantage, these products and services are optional and not required and are fully disclosed, as such. StoresOnline will work to ensure that all independent companies with which it does business fully comply with these guidelines and standards.
Rip-Off Report continues to work with StoresOnline to ensure complete customer satisfaction. All reports made by disgruntled employees, competitors and various other miscreants, as described previously, constitute an inaccurate picture of StoresOnline's reputation for products and services. Individual's researching StoresOnline should not consider the foregoing complaints, unsubstantiated claims, or unsupported allegations in their analysis of StoresOnline's Customer service. Rip-off Report encourages all companies to post their response to any report filed, which may include the allegation that a report falls into one of these categories. It would then become the responsibility of the original poster to reaffirm their complaint.
NOTE: as part of the "Corporate Advocacy Program" Rip-off Report verifies all Reports and Rebuttals, and will expose those posted erroneously. The aforementioned procedure is one of the ways of ferreting out illegitimate complaints.
ALL COMPANIES GET COMPLAINTS, BUT HOW THE COMPANY HANDLES THOSE COMPLAINTS, SEPARATES GOOD BUSINESSES FROM BAD BUSINESSES. Additionally, right or wrong, good or bad, we will all be blogged, sooner or later..
About Rip-off Report Corporate Advocacy & Customer Satisfaction Program
As a matter of policy, when Rip-off Report is retained by a company to investigate independently and to publish our findings, we use every bit of information at our disposal to determine the truthfulness of the complaints against the company or individual.
This program is called Rip-off Report Corporate Advocacy, Customer Satisfaction & Remediation Program. A long name for a program that does a lot for both the consumer and the Reported business alike. This program requires the Member business to agree to satisfy all complaints past, present and in the future when applicable.
The member business must also state improvements to their business that benefit the customer to avoid problems in the future as StoresOnline has done, as reflected above. As you can see, this company is already making great stride to this end.
Rip-off Report has and always will be working harder for you, the consumer, so you can feel confident about what to look for when dealing with a business. Remember, just because a company is reported on Rip-off Report does not mean you should not do business with them. Use Rip-off Report information as a tool to your advantage, so you know what to look out for when dealing with that company. No company is perfect, that is why political activists, and consumer advocacy groups like Rip-off Report are needed to instigate public action for the betterment of our society.
Commitment To Satisfy Everyone
It is impossible to satisfy all of the people all of the time. Consumers, however, may feel secure in knowing StoresOnline is a member of the Corporate Advocacy Program. Rip- off Report will make certain that StoresOnline lives up to its promised commitments.
Although Rip-off Report has not independently verified StoresOnline's products and services, as Rip-Off Report is not a customer of StoresOnline, it can and does verify StoresOnline's commitment to satisfy all of its customers.
Once a Rip-Off Report Is Filed It Will Not Disappear
Unlike other consumer agencies, once a Rip-off Report is filed it will not EVER disappear. Why? Our theory is, it is better to see how a company or individual rectified complaints in the past. So, in the future, if you see no new complaints about a company, and you can see how they took care of those complaints, wouldn't you feel more comfortable dealing with that company or individual? After all, all businesses will get complaints.
Rip-off Report Contacts StoresOnline's Customers
At the request of StoresOnline, and as a requirement of the Corporate Advocacy Program, Rip-Off Report is in the process of contacting all individuals who posted complaints on Rip-Off Report so their issues can be resolved.
Those that Rip-off Report contacted so far; responses to these proposals were positive. A very large percentage of the customers who initially expressed frustration with StoresOnline stated that StoresOnline has resolved their worries.
Several of StoresOnline's customers stated, if given the chance, they would redact their negative report, many then realized the value of the Report they filed. Most were surprised Rip-off Report was calling them and were very thankful for StoresOnline's efforts to ensure their needs were satisfied.
In conclusion: We are pleased to report that at the time of this report, StoresOnline has a positive rating. Again, Rip-off Report Corporate Advocacy Business Remediation & Customer Satisfaction Program works for both the consumer and the business. This investigation is on going and this Report will be updated.
Rip-off Report was told by an avid reader of this site, that they had an unfortunate experience of a similar company in the past, that they later found out that StoresOnline seems to be the leading eCommerce training and technology provider. According to other sources, StoresOnline services hundreds of thousands of people annually. According to StoresOnline calculations, that is less than one half of one percent of those people have complained about StoresOnline's products and services. Notwithstanding the miniscule number of customer problems and/or complaints, nonetheless StoresOnline is committed to resolving all of its customers' concerns.
Bogus Reports is not the norm. Filing bogus reports will not be tolerated. Rip-off Report is used by every branch of law enforcement in more than 6 countries, bogus reports never found.
Every company that contacts Rip-off Report makes claims that the Reports about them are false or were filed by the same person or a competitor. Yes, we know this can happen from time to time, we know this is not true most of the time. Federal agencies to local law enforcement use Rip-off Report all the time. When Rip-off Report works with law enforcement to assist consumers, never once have we heard from any agency that the Reports filed had bogus contact information. These agencies include FBI, FTC, Homeland Security, US Postal Inspectors, Federal Prosecutors and local law enforcement.
Consumers can usually tell when this happens, sometimes they cannot. Just like frivolous lawsuits that get filed against companies or individuals every day, who knows who is telling the truth? That said, since a very large number of the complaints against StoresOnline were filed by competitors, disgruntled ex-employees, various other miscreants and "short sellers" of StoresOnline's stock and as stated above, many of the complaints against StoresOnline were posted by non-customers of the company, which falls into the category of miscreant activity. These bogus complaints should not negatively effect StoresOnline's reputation, and Rip-off Report is taking active steps to expose these activities.
Notwithstanding bogus and misleading complaints, StoresOnline seems to run a successful operation. The fact that StoresOnline approached Rip-off Report to assist in resolving any and all consumer complaints is further evidence of StoresOnline's sincere desire to clear up any unresolved matters and safeguard against similar issues in the future.
Rip-Off Report Does Not Solicit This Program
Rip-off Report does not solicit its Corporate Advocacy Business Remediation & Customer Satisfaction Program. Any participation in this program is completely voluntary and at the request of the program member.
Rip-off Report Corporate Advocacy, Business Remediation & Customer Satisfaction Program. A long name for a program that does a lot for both the consumer and the Reported business alike.
This program requires the Member Business to agree to satisfy all complaints past, present and in the future, even when those complaints that come to us by e-mail.
The Member Business must also state improvements they are willing to make to their business that benefit the customer to avoid the reported problems from happening again in the future.
Anyone contacting this e-mail address will get immediate attention. [email protected]
Be sure to contact Rip-off Report about any business that is on the Corporate Advocacy Program. Your questions, comments and suggestions are always welcome and will be considered even if we don't agree with them. Please realize, Rip-off Report is charting new territory, working to make changes for the consumer and businesses alike. We make mistakes too as we all do.
ED Magedson - Founder
a Worldwide Consumer Reporting News Agency ..by consumers, for consumers
PO BOX 310, Tempe, AZ 85280
This report was posted on Ripoff Report on 11/02/2006 01:44 PM and is a permanent record located here: http://www.ripoffreport.com/r/Rip-Off-Report-Investigation-StoresOnline-IMergent/Orem-Utah-84097/Rip-Off-Report-Investigation-shows-that-StoresOnline-iMergent-is-fulfilling-its-commitm-218805. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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