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Address: 640 Leffingwell Ave NE, Grand Rapids, Michigan, United States, 49505-6050
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I sent an order back to be returned for a refund. Hexarmor claims package not received. UPS confirms it was delivered to their site and signed for.
I ordered a pair of EXT 4014 gloves from the Hexarmor website, ***. I purchased these gloves through my *** Credit Card on November 23rd. The total for the gloves was $48.73. My order number is ***. When received on December 4th, they did not fit according to their sizing chart online. I asked to return them for a refund on December 4th, and was contacted back and emailed a shipping label on December 6th from ***. I packaged my gloves with the proper shipping label, and wrote my order number on the side of the package, as the Hexarmor email instructed. I sent my package through a UPS Store, on December 6th. I was also forced to pay $11.24 to have my package shipped back. As of December 20th, after multiple emails, and a voicemail left for the return/orders department, I have had no response. I was finally contacted on the 20th by *** who is the "Public Safety Sales Rep". He stated that the reason I have not received my refund is because the Orders department claims my package was never delivered. He asked for my tracking number to confirm this. I spoke in person with a UPS representative at the store I sent my package from. UPS states that my package was indeed delivered to the Hexarmor address, on December 12th at 10:41 AM, and was signed by "***" at the "dock".
I would like a full refund of $48.73 for the item I shipped back, as well as the shipping costs of $11.24 as soon as possible.
Contact Name and Title: ***
Contact Phone: ***
Contact Email: ***
In response to the complaint received the following is the remediation taken on our customer's behalf. We were able to locate the returned merchandise and issued full credit for the product and all shipping expenses incurred by the customer on January 2nd, 2019. This resolution was communicated to the customer also on January 2nd, 2019 along with our sincere apology and commitment to improving our process going forward.
As our business expands to serve new online channels it requires a different level of service to meet that new customer expectation. We have revised our internal processes effective immediately to address this which will help avoid situations like this in the future. We are confident that we have addressed the source of the issue in a sustainable manner.
Thank You