Patagonia, Inc.

Complaint:
I am rejecting this response because: I should not have to dispute the charge with my credit card company, Patagonia received my return and I have proof Of a return tracking number showimg they got the return backi
also have an email from them Ackowledging that they received my return but that they were not going to refund me - which is fraud on there end I am not associated with the past customers that they have problems with at this address ! Patagonia received my return and I have proof that they received my return and they owe me a refund there is no reason why I should have to dispute this with my credit card company because they have my return and they owe me a refund!
this is the only order I have ever placed with them and I did not like it so I returned it therefore they better or refund my credit card
Regards,
N*** ***

On 12/11/the customer placed an order as stated. The customer sent an email on 7/11/stating that they have worn their item times before noticing a hole in the item when they went to
wash it. The representative replied to the email suggesting the customer send the item to us for a repair and gave them instructions on how to proceed. The customer replied requesting a partial refund for the item wishing to repair it themselves. On 7/13/we determined that the customer was in China and put the customer in contact with our distributor in China. Our distributor offered to repair the item at no charge. The customer did not want a repair and requested a replacement. Since the item was originally purchased on-sale it was no longer available in the same color. The distributor emailed the customer color options for a replacement, then sent the agreed upon replacement after the damaged return was received. The distributor also removed the hang-tags from the replacement to prevent unauthorized re-selling of the item. The customer received the item and stated that the item they received was a different color then what was agreed upon and suspected the item to be fake. On 8/18/the customer contacted our Customer Service via live chat requesting to replace the jacket again, this time at a Patagonia store in Shanghai. While working with the customer and the distributor, the customer emailed requesting to return the jacket to the Patagonia store in Shanghai for a refund of $USD, the original price paid. On 8/24/15 the customer was emailed notifying them that arrangements have been made so they can return the jacket to the Shanghai store for a refund of $USD, per their request

Revdex.com:I have reviewed the response made by the business in reference to complaint ID 10762829, and find that this resolution is satisfactory to me. Regards, A[redacted]

The person making this complaint
resides at an apartment where we had numerous delivery problems in July 2015.
The same apartment was used as a delivery address by three different
patagonia.com...

customers. All of them claimed their packages were not received.
Later, the missing packages were returned to a retail store for credit. At the
same time, all of the customers requested additional credit from patagonia.com
for their missing packages. A couple of those “double credit” attempts were
successful. The customer making this complaint had one last item that was not
returned for credit to a store and that was not reported missing. The customer
has not acknowledged any connection to the above situations; however, there are
strong ties beyond those shared here. Patagonia sustained losses resulting from
the double credits and has good reason to expect a chargeback for the returned
item, since stolen credit cards can be involved in cases like this. As a
result, the accounts involved were held to stop further transactions until the
issue was addressed. We asked this customer for a conversation to learn more,
but the customer was unavailable by telephone. (Note that the phone number
provided in this complaint is out of service). The customer also would not
provide direct answers by email. With no other clear options, we suggested in
our last correspondence that the charge for the returned item should be
disputed with the credit card company. This is a legitimate way to recover the
cost of the order, and it informs the bank of the situation. For Patagonia to
reconsider, the customer would need to address our concerns.

Review: on 12/11/2014,I placed my order 13[redacted]18,and I just wear it for three times ,just about fifteen days,last time on july 2015,I remember it should be washed,whenI finish my washing,I find There is a hole in the clothes,it is so a poor quality.then I write many emails to patagonia customer service,finally,they let their chinese colleague to solve me the problem,but in fact he is so rude,and he can not give me help,He cheated me time and time again,he promised give me a new one ,Bright blue.but in fact,he give me a fake,and a dark blue,I feel very angry.until today,they still not solve my problem,so I just want to get my refund $84.patagonia said that I should return it back to them,but they do not pay the shipping costs,so it is very hard for me to return it. I hope they can solve it as quickly as possibleDesired Settlement: give me refund $84

Business

Response:

On 12/11/14 the customer placed an order as stated. The customer sent an email on 7/11/15 stating that they have worn their item 3 times before noticing a hole in the item when they went to wash it. The representative replied to the email suggesting the customer send the item to us for a repair and gave them instructions on how to proceed. The customer replied requesting a partial refund for the item wishing to repair it themselves. On 7/13/15 we determined that the customer was in China and put the customer in contact with our distributor in China. Our distributor offered to repair the item at no charge. The customer did not want a repair and requested a replacement. Since the item was originally purchased on-sale it was no longer available in the same color. The distributor emailed the customer color options for a replacement, then sent the agreed upon replacement after the damaged return was received. The distributor also removed the hang-tags from the replacement to prevent unauthorized re-selling of the item. The customer received the item and stated that the item they received was a different color then what was agreed upon and suspected the item to be fake. On 8/18/15 the customer contacted our Customer Service via live chat requesting to replace the jacket again, this time at a Patagonia store in Shanghai. While working with the customer and the distributor, the customer emailed requesting to return the jacket to the Patagonia store in Shanghai for a refund of $84 USD, the original price paid. On 8/24/15 the customer was emailed notifying them that arrangements have been made so they can return the jacket to the Shanghai store for a refund of $84 USD, per their request.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10762829, and find that this resolution is satisfactory to me. Regards, A[redacted]

Review: Patagonia is trying to steal $550.00 from me , my order number is Order 15113835, and I placed a online order on there website, I did not like it and returned it to them, they acknoledged they got it back but they said they are not refunding me. here is a copy below of the email I got from them THey are refusing to email me becuase of past fraud at my address, that is fraud on there part to keep my money on a item I retunred back to them and they even admitted they received:see email belowThanks for clarifying. I checked the other tracking number and checked with our returns team. We did receive the return. Here is the situation. Three different customers in the last month have claimed non-receipt of packages that were shipped to your exact address (apartment 409). They were all issued credits for those packages by us. We discovered later that the missing items were returned to one of our retail stores for additional credit. At this point, there is a hold on your address and related contact details to stop future orders. There is also a stop on any return credits, since double credits were issued for the missing items. Anything you can share that might help clear this up would be appreciated.Thank you,MattDesired Settlement: full refund back to credit card

Business

Response:

The person making this complaint

resides at an apartment where we had numerous delivery problems in July 2015.

The same apartment was used as a delivery address by three different

patagonia.com customers. All of them claimed their packages were not received.

Later, the missing packages were returned to a retail store for credit. At the

same time, all of the customers requested additional credit from patagonia.com

for their missing packages. A couple of those “double credit” attempts were

successful. The customer making this complaint had one last item that was not

returned for credit to a store and that was not reported missing. The customer

has not acknowledged any connection to the above situations; however, there are

strong ties beyond those shared here. Patagonia sustained losses resulting from

the double credits and has good reason to expect a chargeback for the returned

item, since stolen credit cards can be involved in cases like this. As a

result, the accounts involved were held to stop further transactions until the

issue was addressed. We asked this customer for a conversation to learn more,

but the customer was unavailable by telephone. (Note that the phone number

provided in this complaint is out of service). The customer also would not

provide direct answers by email. With no other clear options, we suggested in

our last correspondence that the charge for the returned item should be

disputed with the credit card company. This is a legitimate way to recover the

cost of the order, and it informs the bank of the situation. For Patagonia to

reconsider, the customer would need to address our concerns.

Consumer

Response:

Review: 10766928

I am rejecting this response because: I should not have to dispute the charge with my credit card company, Patagonia received my return and I have proof Of a return tracking number showimg they got the return back. ialso have an email from them Ackowledging that they received my return but that they were not going to refund me - which is fraud on there end. I am not associated with the past customers that they have problems with at this address ! Patagonia received my return and I have proof that they received my return and they owe me a refund. there is no reason why I should have to dispute this with my credit card company because they have my return and they owe me a refund!