Wilsons Leather

This return was initially denied by the store as the products were deemed as used and possessed a strong odorAs a courtesy, the customer has been invited to stop back in and the store has been contacted to accept this return

Hello, The customer has now been credited $We sincerely apologize for the delay in receiving refundWe have transitioned to a new warehouse, so there is a delay in processing returns.Thank you, Wilsons Leather Ecommerce

Hello, Orders are able to be canceled if they are not yet being prepared for shippingThis order was past the point where cancellation was an option, although the attempt was made to stop the process upon receiving this complaintThe customer was contacted yesterday and provided a tracking number as well as a prepaid label to make the return once the product is received Thank you, Marissa [redacted] Wilsons Leather E-Commerce

Hello, As mentioned, we are currently unable to cancel orders due to the transition to a new warehouse and call centerWe are in the process of developing a procedure for canceling and estimate it to be in place by next WednesdayIf the jacket does ship and the customer is charged, she can feel free to contact me directly and I will ensure she is sent a prepaid label to return the jacket free of chargeWe sincerely apologize that we are unable to meet the customer’s request at this timeWe are still issuing a gift card as an apology for this experienceThank you, Marissa [redacted] Wilsons Leather Ecommerce Marissa[redacted] @AMRetailGroup.com ###-###-####

Hello, As a token of our apology, please use code SORRY for an additional 30% off your order with free standard ground shippingThis is valid through 2/9/ Thank you, Wilsons Leather Ecommerce

Our team is replacing the customer's damaged bagPlease note that several attempts were made to contact the customer, both via phone and email

Hello, The card that the customer initially paid with was compromised, so the refund did not go back automaticallyThe customer was contacted and asked his preference for refund - a different card or a checkThe customer chose a checkThis will go out next Friday, October 6thWe apologize sincerely that there was a delay in resolving this issueCalls between the customer and call center have been reviewed so agents can be coached on how to better handle these types of situations going forwardThank you, Wilsons Leather

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me, as long as there is no $charge for return of wrong item that I received, but did not order

The customer was reissued their $gift card on 4/11/This was mailed out on the 11th and multiple unsuccessful call attempts were made to contact the customer and provide the gift card numberThe customer’s PayPal was credited the remaining balance of $on Friday, 4/14/The customer’s order was for $105.99, so the total refund has now been issuedA $check for shipping reimbursement will be sent out this Friday, 4/21/17, and a $gift card, courtesy for the poor experience, will be sent out tomorrow, 4/20/We sincerely apologize for any trouble experienced in receiving this refundOur company prides itself in customer service, so we take reports that it is lacking with high concernThank you, Marissa [redacted] Product Specialist, wilsonsleather.com

I am rejecting this response because: I do not want this item to shipI have contacted my bank and discovered that I was not charged for the itemI want this order canceled completely and I have taken steps with my bank to ensure I will not be charged in the future from this company

Hello, This jacket is an updated style, so the photography that was featured was a slightly lighter color than our current inventoryBeing that the jacket is genuine leather, there is always a possibility of variance of color within the materialNew photography has been loaded for this style to best represent our current inventoryWe sincerely apologize for any inconvenience this has causedThe customer has received a prepaid label for the return and we are happy to provide free shipping on next order Thank you, Marissa [redacted] Product Specialist, wilsonsleather.com

Ms [redacted] will be refunded the additional $owedA shipping label included in the packaging was used to ship back the return, which deducts $from the total orderOur Customer Service has been contacted to make adjustment and Ms [redacted] will be seeing this back on her account within 3-days Thank you, Marissa [redacted] Wilsons Leather Ecommerce

The initial gift card was not properly activatedOn 6/23/the gift card was activated for $(original purchase amount of $plus an additional $for the customer's inconvenience)Customer Service has reached out to the customer

Mr***:I apologize that our service did not meet your expectation, and appreciate you taking the time to share your concerns regarding your recent experience Our goal is to provide an exemplary level of service, reliable product and we prioritize complete satisfaction of our customersBased on the events you described, we failed to meet this goal I would agree that your in-store experience could have been handled differently, what our Store Associate should have done was given you our Corporate Customer Service phone number to contact ###-###-#### At Wilsons Leather, we stand by our product and do our best in assisting with product issues within the first year of purchase We will be taking the information that you've provided regarding your experience and will use this for the further training of our associates when it comes to returning defective product Mr***, I ask that you allow us another opportunity to serve you, as we consider it our privilege to have you as a customerI will personally be contacting you so we can further investigate your defective product and look into having it replaced.We deeply value your relationship with our company and are committed to providing you with the highest level of service simply because our customers deserve the very best.Sincerely, Amanda [redacted] , In-Store Customer Care

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.and thank you very much to the BBB for your help. It is greatly appreciated!

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI would like to add that I had not received any missed calls through-out this time and had no voicemails left by the companyIf your company was truly trying to reach me, someone would have left a messageNo problem should ever take months to resolvePlease consider improving your customer serviceThank you for finally resolving this issue

Hello, The customer’s order *** is still on backorderWe have recently transitioned to a new warehouse, so the process of filling orders has been delayedCustomers are charged when products ship, so there could have potentially been a pending charge, but it should not have postedThe
order should be able to be filled within a few daysAt this time, we do not have the ability to cancel ordersWe are terribly sorry for the delay as well as the lack of communicationAs a courtesy for this poor experience, we will be issuing the customer a $gift card Thank you, Wilsons Leather Ecommerce

Hello, The customer has been contacted and sent a replacement jacket free of chargeShe has also been refunded for her order entirelyWe have apologized for sending incorrect product and for the inconvenience Ms*** experienced Thank you, Wilsons Leather Ecommerce

Initial Business Response /* (1000, 5, 2015/12/22) */
This customer was only charged once for The other two amounts are authorizationsThe authorization has already been reversedThe is still being held by the customer's bank but will drop in 5-days
Complaint Response
Date bumped because: Holiday
Initial Consumer Rebuttal /* (3000, 7, 2015/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is completely unacceptable that I was charged $for a $itemYou claim both were authorization charges but they were placed at the same timeThe final $charge was placed AFTER the first two charges were supposedly canceledThey could not possibly be authorization chargesI confirmed this with my bank as wellAlso IF they were, your company never disclosed the authorization charges nor did any of the customer service staff acknokwledge these as authorization charges when I questioned them the first five callsThe customer service staff and the first supervisor I spoke with could not figure out why my account had been charged in this wayThese are a person's finances you are playing withI could have handled a double charge but the double charge along with a full price charge caused major problems
Final Business Response /* (4000, 9, 2015/12/30) */
After checking into the systems at Wilsons Leather, we still only see one charge in the amount of The rest of the "charges" are authorization holdsIf *** can provide a bank statement showing otherwise, then Wilsons Leather will refund her money

Revdex.com:
I have reviewed the response
made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me However, I still don't see the credit! I will give it a day or two ro show up Thank you for your assistance. *** M