Zippo Manufacturing Co

Ref# [redacted] Dear Ms [redacted] , Thank you for your letter dated September 14, 2016, regarding a complaint filed by [redacted] We are sorry to note that Mr [redacted] was unhappy and contacted the Revdex.com We received an order from Mr [redacted] through the Online Store at zippo.com on May 15th The order was processed and shipped to him on May 16th via USPS Mr [redacted] replied to us stating “I have not received my order” on July 16th from the order confirmation e-mail he received May 15th, which lists the “***” address Upon receipt of his e-mail we immediately tracked the order According to the USPS tracking information, the order was delivered to [redacted] on May 18th We replied to Mr [redacted] ’ e-mail July 19th advising the above information and we recommended he check with the Post Office A discrepancy with the address was not mentioned, as our procedure would be to start a claim through our Representative at the Post Office We had not heard back from Mr [redacted] so we assumed the package was locatedOn September 13th, we received another e-mail from Mr [redacted] advising “I have not received my order You claim it has been delivered, but you delivered it to the wrong address I do not have it It was not delivered.” We immediately looked into the situation We replied to Mr [redacted] on September 14th, advising that since we did not receive a reply to our e-mail, we assumed the order was delivered We asked for him to please advise his complete address along with advising if he had checked with the Post Office and any neighbors for the package Upon receipt of his reply, we would advise him furtherMr [redacted] has not replied to our e-mails, therefore, we have been unable to resolve the situation for him Since so much time has passed, location of the package is minimal, however, we would like to resolve this issue We are e-mailing a form to Mr [redacted] to fill out and return to us today We are also contacting our Representative at the Post Office to initiate further tracking on the package, if possible Upon receipt of the completed e-mailed form and Mr [redacted] s’ reply to our e-mail confirming that our e-mails are indeed reaching him, we will be happy to replace his orderWe will await Mr [redacted] ’ replyKind regards,Tammy

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below The replacement lighter insert sent to me was date coded K 13, for November It was over years old at the time it was sent to me, leading me to wonder how inserts (the actual lighter portion) under years old are disposed ofAll my insert needed was a wick and a flint spring, which I now understand will be sent if requested by a customerFor whatever reason the one they sent me never made it to the shelf in over years, or had been refurbishedEither way, there is no mention of the or (as I had also been told) year old policy on the websiteHad I known, I would have specified that I wanted the original parts returnedOne can feel quite violated when they relinquish control of their personal property in good faith and find it tampered withCertainly a lot has happened in the past years that could make something a collectible or sentimental itemAt this point it's a matter of amending the information on the website to plainly state the policy to spare others my misfortuneThere's no need to take a defensive stance against a nobody living on the opposite coastMy item, as I had owned it, is goneIt was an ill-timed case of inadvertently adding insult to injury during a particularly trying time in my lifeThat notwithstanding, transparency in advertising is paramount to good businessThere are many disposable and imitation equivalents out there, I specifically chose Zippo because one could reasonably believe, based upon information available to the public, that their individual item could be maintained and returned to them with all non-perishable parts intactI like Zippo products and often encourage their useIt's the ambiguous, bureaucratic run-around in trying to solve a fairly simple issue that troubles meAmend the wording in the repair policy, guarantee and website to coincide and plainly state the facts or at least contact the customer to ask permission to dispose of and replace a particular part (labor intensive given the volume of service requests, I know)Yes, I was quite distraught at finding something other than what I had sent in for repair though I am quite rational and eloquent otherwiseHere are quotes directly from the website which I initially understood as the policyUnder FAQ: How can I request my sentimental lighter be repaired, not replaced? We make every attempt to repair a lighter sent to us for warranty service, replacing the item only when repair is not possibleIf the lighter is damaged beyond repair, it will be replaced with a similar model, as the original model may no longer be availableIf your lighter has been replaced, and you wish to have your original lighter returned, please contact Consumer Relations within daysYour original keepsake item will be returned, unrepairedEnd quoteHere is the link to the page from which the above quote was lifted: [redacted] Nowhere is there mention of years or any other time frame to which the above applies, hence my dissatisfactionAt this point it may seem petty of me, but it's a matter of principle.Regards, [redacted]

Revdex.com: I am satisfied with the response of Zippo Manufacturing CoThey appear to be taking steps to correct the ambiguous description of services that led to this unfortunate misunderstandingI am confident that they will continue to perform well as they have for over years Regards, [redacted]

Dear Ms [redacted] , Thank you for your letter dated January 19, 2017, regarding a complaint filed by [redacted] *** We were sorry to note that Mr [redacted] was unhappy and contacted the Revdex.comMr [redacted] had sent his lighter to our Repair Clinic in December and the lighter was returned to him on January 5, via UPS Mail InnovationsMr [redacted] had e-mailed on January 17th advising he was perplexed as to what was done to the lighter A Consumer Relations Specialist replied to him on January 18th, advising the Repair Department was unable to find a defect in the lighter, according to the repair system information we had Mr [redacted] immediately e-mailed back expressing his disappointment Acknowledging Mr***’s concerns, the Consumer Relations Specialist handling this, forwarded his e-mail to me for further handling We called Mr [redacted] on January 19th and left a message for him to return our call or we would try to reach him again at a later time Shortly after our message, we received your letter Mr [redacted] had called January 27th wondering why we had not tried to call back and we explained with the receipt of the letter from the Revdex.com, we assumed he would prefer we reply through a representative from the Revdex.com From our conversation on January 27th, we immediately sent Mr [redacted] a postage paid mailer to return his lighter to our attention for inspection Upon receipt of Mr***’s lighter, we will have the Repair Department repair the lighter, testing it before it is shipped We are also sending a complimentary can of Zippo lighter fluid for his inconvenience of having to send the lighter to us againWe are still handling Mr***’s inquiry As of today, we have not received the lighter, although we should soon We trust Mr [redacted] will be satisfied with the handling and service received once the lighter is returned to himKind regards,Tammy

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.
Regards,
*** ***

Ref# *** - *** ***Dear Ms*** ***, Thank you for your letter dated May 24, 2016, regarding Mr***'s reply. We are sorry to note that Mr*** was still not satisfied. We truly appreciate consumer feedback and Mr*** for taking the time to advise us of his concerns Our lifetime guarantee, included with each windproof lighter states: "Any Zippo pocket lighter, when returned to our factory will be put in first class mechanical condition free of charge for we have yet to charge a cent for the repair of a Zippo pocket lighter, regardless of age or condition. The finish is not guarantee."Mr*** sent his lighter to us in February to take advantage of the lifetime guarantee, and in turn his lighter was placed in first class mechanical condition free of charge and returned to him promptly, as stated Upon reviewing the noted FAQ section, this question and answer "How can I request my sentimental lighter be repaired, not replaced?" refers to the lighter (lighter case and inside lighting mechanism) being of sentimental value. We can see where this could be misunderstood. Therefore, we are in the process of adjusting the FAQ section. Since Mr*** plainly stated that he intentionally damaged both the lighter case and inside lighting mechanism and no longer has either of them to send to our factory for resolution, we are unable to help him any further Should you have any questions, please do not hesitate to contact us. Kind regards, Tammy Zippo Manufacturing CompanyManager,Consumer Relations

RE: *** - *** ***Dear Ms*** ***, Thank you for your letter dated August 3, regarding a complaint filed by Mr, ***.We are sorry to note that Mr*** was not satisfied with the service he receivedHe had contacted us regarding a flexneck lighter he purchased from ***
He spoke to Sue P*** a Consumer Relations Specialist, in which she had apologized and advised that the flexneck lighter has since been updated and the fuel supply window had been removed, due to customer feedbackShe also advised that the lighter he received from *** is the current model and there may be some old literature out there that has not yet been updated.Since Mr*** had ordered the lighter wanting the fuel window, Sue had made an exception and advised Mr***, if he would send the lighter to her attention, she would be happy to send a brand new flexneck lighter to him from our stock, with the fuel window, even though it was not ordered directly from us or as he mentioned, could return to *** for the full refundHe advised he would send the lighter to usWe received the flexneck lighter from Mr*** on June 25thWe shipped the replacement flexneck lighter with the fuel window to Mr*** on June 26th via Parcel Post, which does not have a tracking number and is a slower service.On July 9th Mr*** had emailed Sue and advised that he had not received the replacement lighterSue had advised that we must wait a bit before we can place a postal claim, as many packages are still delivered in this time, which we have seen in several other instances She had advised Mr*** if he does not receive the lighter in approximately days to call us and we would send a postal claim form for him to sign and if nothing found would send a replacementMr*** had never contacted us back, therefore, we assumed the lighter was received and serving him well.Upon receiving your letter, we then realized Mr*** did not receive the replacement and we immediately sent another replacement lighter to him on August 11th, along with a postal claim form for him to sign, via signature confirmationWe also left a message advising him that we didn’t realize he didn’t receive the lighter and are shipping a replacement to him todayWe tracked the package (*** *** *** *** ***) and see that it is in Warrendale PA and should be delivered to him soon.I believe the above will provide a clear understanding that Mr***’s inquiry was very important to us and we went out of our way to get the item to Mr*** that he wantedUnfortunately, the package was lost in the mail and we did the necessary steps in order to locate the packageIf you need more information, please let me know and I will be happy to provide anything neededHowever, I believe the above information resolves Mr***’s issue.Sincerely,*** ***Manager - Consumer Relations Department

Dear Ms. [redacted], Thank you for your letter dated February 2, 2018, regarding a complaint filed by [redacted].  We were sorry to note that Mr. [redacted] was unhappy and contacted the Revdex.com. Mr. [redacted]’s first correspondence with Zippo...

Manufacturing Company was on February 1, 2018, where he had posted the following on Social Media “This thing fell apart within months. So I bought another one because I needed a wallet that holds my badge. Guess what within months again it fell apart. This thing does not like credit cards.”   We replied immediately and advised Mr. [redacted] to contact us at [redacted] to resolve his inquiry, which Mr. [redacted] did. Mr. [redacted]’s e-mail was distributed to a Consumer Relations Specialist, who was able to locate a replacement wallet to send to Mr. [redacted], along with replying to his e-mail when we received the letter from the Revdex.com; in which both have now been forwarded to me for reply.   Although Mr. [redacted] did not purchase the wallet directly through us, the wallet has been discontinued for a few years and the wallet does not carry any warranty, we would like to see Mr. [redacted] happy with his purchase of a Zippo product.  I replied to Mr. [redacted] today.  We are waiting for a reply from him to confirm his address to send the complimentary wallet to.   We also noted that the item has been discontinued and since it is not warranted we would be unable to repair/replace the item again, but assured Mr. [redacted] that we inspected the wallet and there are no defects.  We trust Mr. [redacted] will be satisfied with the handling and service received once we were able to confirm we could locate a replacement and were able to reply to him. Kind regards,Tammy

Ref#[redacted] Dear Ms. [redacted], Thank you for your letter dated September 14, 2016, regarding a complaint filed by [redacted]. We are sorry to note that Mr. [redacted] was unhappy and contacted the Revdex.com.   We received an order from Mr. [redacted]...

through the Online Store at zippo.com on May 15th.  The order was processed and shipped to him on May 16th via USPS.  Mr. [redacted] replied to us stating “I have not received my order” on July 16th from the order confirmation e-mail he received May 15th, which lists the “[redacted]” address.  Upon receipt of his e-mail we immediately tracked the order.  According to the USPS tracking information, the order was delivered to [redacted] [redacted] on May 18th.  We replied to Mr. [redacted]’ e-mail July 19th advising the above information and we recommended he check with the Post Office.  A discrepancy with the address was not mentioned, as our normal procedure would be to start a claim through our Representative at the Post Office.    We had not heard back from Mr. [redacted] so we assumed the package was located. On September 13th, we received another e-mail from Mr. [redacted] advising “I have not received my order.  You claim it has been delivered, but you delivered it to the wrong address.  I do not have it.  It was not delivered.”  We immediately looked into the situation.    We replied to Mr. [redacted] on September 14th, advising that since we did not receive a reply to our e-mail, we assumed the order was delivered.  We asked for him to please advise his complete address along with advising if he had checked with the Post Office and any neighbors for the package.  Upon receipt of his reply, we would advise him further. Mr. [redacted] has not replied to our e-mails, therefore, we have been unable to resolve the situation for him.    Since so much time has passed, location of the package is minimal, however, we would like to resolve this issue.  We are e-mailing a form to Mr. [redacted] to fill out and return to us today.  We are also contacting our Representative at the Post Office to initiate further tracking on the package, if possible.   Upon receipt of the completed e-mailed form and Mr. [redacted]s’ reply to our e-mail confirming that our e-mails are indeed reaching him, we will be happy to replace his order. We will await Mr. [redacted]’ reply. Kind regards,Tammy

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The replacement lighter insert sent to me was date coded K 13, for November 2013. It was over 2 years old at the time it was sent to me, leading me to wonder how inserts (the actual lighter portion) under 25 years old are disposed of. All my insert needed was a wick and a flint spring, which I now understand will be sent if requested by a customer. For whatever reason the one they sent me never made it to the shelf in over 2 years, or had been refurbished. Either way, there is no mention of the 25 or 30 (as I had also been told) year old policy on the website. Had I known, I would have specified that I wanted the original parts returned. One can feel quite violated when they relinquish control of their personal property in good faith and find it tampered with. Certainly a lot has happened in the past 25 years that could make something a collectible or sentimental item. At this point it's a matter of amending the information on the website to plainly state the policy to spare others my misfortune. There's no need to take a defensive stance against a nobody living on the opposite coast. My item, as I had owned it, is gone. It was an ill-timed case of inadvertently adding insult to injury during a particularly trying time in my life. That notwithstanding, transparency in advertising is paramount to good business. There are many disposable and imitation equivalents out there, I specifically chose Zippo because one could reasonably believe, based upon information available to the public, that their individual item could be maintained and returned to them with all non-perishable parts intact. I like Zippo products and often encourage their use. It's the ambiguous, bureaucratic run-around in trying to solve a fairly simple issue that troubles me. Amend the wording in the repair policy, guarantee and website to coincide and plainly state the facts or at least contact the customer to ask permission to dispose of and replace a particular part (labor intensive given the volume of service requests, I know). Yes, I was quite distraught at finding something other than what I had sent in for repair though I am quite rational and eloquent otherwise. Here are quotes directly from the website which I initially understood as the policy. Under FAQ: How can I request my sentimental lighter be repaired, not replaced?
We make every attempt to repair a lighter sent to us for warranty
service, replacing the item only when repair is not possible. If the
lighter is damaged beyond repair, it will be replaced with a similar
model, as the original model may no longer be available. If your lighter
has been replaced, and you wish to have your original lighter returned,
please contact Consumer Relations within 30 days. Your original
keepsake item will be returned, unrepaired. End quoteHere is the link to the page from which the above quote was lifted: [redacted] Nowhere is there mention of 25 years or any other time frame to which the above applies, hence my dissatisfaction. At this point it may seem petty of me, but it's a matter of principle.Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is very, very, very, satisfactory to me. Thank you Tammy of ZIPPO for giving me two wallets, for my troubles.. God Bless You and ZIPPO. A great company, for going above and beyond all I've asked or dreamed of....................
Regards,
[redacted]

May 18, 2016 Revdex.com Western Pensylvania c/o [redacted]  RE: [redacted] - [redacted]  Dear Ms, [redacted],  Thank you for your letter dated May 4, 2016, regarding a complaint filed by Mr. [redacted].  We...

are sorry to note that Mr. [redacted] was not satisfied with the service he received, Mr, [redacted] had sent his 2012 satin chrome #205 lighter ($14.95 value) to us in February 2016, which we repaired and returned to him on February 17, 2016 via UPS Mai! Innovations. Since it is not our policy to repair lighter inserts, we removed the original lighter insert and replaced it with a brand new insert, according to our lifetime guarantee; which states, "Any Zippo pocket lighter, when returned to our factory, will be placed in first class mechanical condition." Mr. [redacted] contacted us February 23, 2016, upset about not receiving his original insert. We had advised that it is not our normal policy to return the original insert and since he had sent the lighter for "repair" we repaired according to our guarantee. The representative also advised him for future repairs, as a courtesy, the only inserts saved are ones 25 years or older and if the consumer contacts us within 30 days, we will return it un-repalred. On May 2, 2016, Mr, [redacted] called and spoke to Rose, Rose came to me with his situation and since he was still upset, I advised her to make an exception and send a postage paid mailer to him, to return the lighter (original lighter case and replacement 2015 insert.) Even though this is not our policy, we would locate a 2012 insert and install it in his sentimental lighter case. Mr. [redacted] did not want this, he had admitted in a rage of anger; had intentionally smashed the lighter case and insert resulting in him throwing the lighter and insert away. Rose advised since he no longer had the lighter; we were sorry, there would not be anything else we could do for him, Mr. [redacted] then asked to speak to the manager. Upon speaking with Mr. [redacted], I advised that since he had smashed the lighter case and insert angrily and no longer had the item, we were sorry there would not be anything else we could do for him. I read him our lifetime guarantee, emphasizing we place the lighter in “mechanical condition" and that we cannot restore lighters to their original purchase quality, as the lighter is used and he is sending for a repair service. I hope the above will give a clear understanding that we tried to resolve Mr. [redacted]’s concerns. However, since he intentionally smashed the lighter and threw it away, he can no longer take advantage of the lifetime guarantee; plus by throwing the lighter away, contradicts the lighter being of sentimental value to him. If you have any questions, please do not hesitate to contact me. Kind regards, Tammy B[redacted] Manager - Consumer Relations Department Zippo Manufacturing Company

Revdex.com:
I am satisfied with the response of Zippo Manufacturing Co. They appear to be taking steps to correct the ambiguous description of services that led to this unfortunate misunderstanding. I am confident that they will continue to perform well as they have for over 80 years.
Regards,
[redacted]

Dear Ms. [redacted], Thank you for your letter dated January 19, 2017, regarding a complaint filed by [redacted].  We were sorry to note that Mr. [redacted] was unhappy and contacted the Revdex.com. Mr. [redacted] had sent his lighter to our Repair Clinic in December 2016 and...

the lighter was returned to him on January 5, 2017 via UPS Mail Innovations. Mr. [redacted] had e-mailed on January 17th advising he was perplexed as to what was done to the lighter.  A Consumer Relations Specialist replied to him on January 18th, advising the Repair Department was unable to find a defect in the lighter, according to the repair system information we had.  Mr. [redacted] immediately e-mailed back expressing his disappointment.  Acknowledging Mr. [redacted]’s concerns, the Consumer Relations Specialist handling this, forwarded his e-mail to me for further handling.  We called Mr. [redacted] on January 19th and left a message for him to return our call or we would try to reach him again at a later time.  Shortly after our message, we received your letter.  Mr. [redacted] had called January 27th wondering why we had not tried to call back and we explained with the receipt of the letter from the Revdex.com, we assumed he would prefer we reply through a representative from the Revdex.com.    From our conversation on January 27th, we immediately sent Mr. [redacted] a postage paid mailer to return his lighter to our attention for inspection.  Upon receipt of Mr. [redacted]’s lighter, we will have the Repair Department repair the lighter, testing it before it is shipped.  We are also sending a complimentary can of Zippo lighter fluid for his inconvenience of having to send the lighter to us again. We are still handling Mr. [redacted]’s inquiry.  As of today, we have not received the lighter, although we should soon.  We trust Mr. [redacted] will be satisfied with the handling and service received once the lighter is returned to him. Kind regards,Tammy

Review: I had purchased a Zippo Windproof Lighter in 2013. In 2016, the unit had sustained damage and rather than replace it I chose to send it in to the Zippo Repair Clinic to be repaired and returned. After following the instructions on the Zippo company website, I packaged the unit and sent it via U.S.P.S. The unit was partially returned to me with the original outer portion (case) repaired and a replacement inner portion (insert). I was quite dissatisfied at finding a different item than the one I had sent and returned to the website for an explanation. Per the Frequently Asked Question link on the Customer Care page, "We make every attempt to repair a lighter sent to us for warranty service, replacing the item only when repair is not possible. If the lighter is damaged beyond repair, it will be replaced with a similar model, as the original model may no longer be available. If your lighter has been replaced, and you wish to have your original lighter returned, please contact Consumer Relations within 30 days. Your original keepsake item will be returned, unrepaired." The following morning I telephoned customer care and requested that my original insert be returned, as it was well within 30 days. I was told by the representative that inserts less than 30 years old are junked and that it was too late to have it returned. I disposed of the unit as I did not wish to have parts of an old and new lighter together as such and that the original sentimental unit was no longer intact. I hand printed and mailed a letter to the company CEO and did not receive a reply, so I called again and spoke to a Customer Care manager who told me that inserts under 25 years old are replaced. First I was told 30 years, then I was told 25. Nowhere is this indicated on the company website, otherwise I would not have paid postage to have my lighter destroyed. I have read online reviews of the company where other customers state that the original insert was returned in addition to a replacement, however with me this was not the case.Desired Settlement: I would like to have my lighter replaced in full with the understanding that I will be satisfied and eager to attest to the good service of a well established, American company. I would also like to see the repair and replacement criteria plainly stated on the website so others do not go through what I went through.

Business

Response:

May 18, 2016 Revdex.com Western Pensylvania c/o [redacted] RE: [redacted] - [redacted] Dear Ms, [redacted], Thank you for your letter dated May 4, 2016, regarding a complaint filed by Mr. [redacted]. We are sorry to note that Mr. [redacted] was not satisfied with the service he received, Mr, [redacted] had sent his 2012 satin chrome #205 lighter ($14.95 value) to us in February 2016, which we repaired and returned to him on February 17, 2016 via UPS Mai! Innovations. Since it is not our policy to repair lighter inserts, we removed the original lighter insert and replaced it with a brand new insert, according to our lifetime guarantee; which states, "Any Zippo pocket lighter, when returned to our factory, will be placed in first class mechanical condition." Mr. [redacted] contacted us February 23, 2016, upset about not receiving his original insert. We had advised that it is not our normal policy to return the original insert and since he had sent the lighter for "repair" we repaired according to our guarantee. The representative also advised him for future repairs, as a courtesy, the only inserts saved are ones 25 years or older and if the consumer contacts us within 30 days, we will return it un-repalred. On May 2, 2016, Mr, [redacted] called and spoke to Rose, Rose came to me with his situation and since he was still upset, I advised her to make an exception and send a postage paid mailer to him, to return the lighter (original lighter case and replacement 2015 insert.) Even though this is not our policy, we would locate a 2012 insert and install it in his sentimental lighter case. Mr. [redacted] did not want this, he had admitted in a rage of anger; had intentionally smashed the lighter case and insert resulting in him throwing the lighter and insert away. Rose advised since he no longer had the lighter; we were sorry, there would not be anything else we could do for him, Mr. [redacted] then asked to speak to the manager. Upon speaking with Mr. [redacted], I advised that since he had smashed the lighter case and insert angrily and no longer had the item, we were sorry there would not be anything else we could do for him. I read him our lifetime guarantee, emphasizing we place the lighter in “mechanical condition" and that we cannot restore lighters to their original purchase quality, as the lighter is used and he is sending for a repair service. I hope the above will give a clear understanding that we tried to resolve Mr. [redacted]’s concerns. However, since he intentionally smashed the lighter and threw it away, he can no longer take advantage of the lifetime guarantee; plus by throwing the lighter away, contradicts the lighter being of sentimental value to him. If you have any questions, please do not hesitate to contact me. Kind regards, Tammy B[redacted] Manager - Consumer Relations Department Zippo Manufacturing Company

Consumer

Response:

Review: On 5-15 I ordered 3 items from this company. I have contacted them several times. They claim to have delivered them on 5-18. Except I have not received the item. On inspection of the communication between us they have sent the items to 4[redacted] instead to 4[redacted]. The consumer relations dept. told me to contact the post office. I have. The package was sent to the wrong address. This was a $45.77 order. I feel like they need to make good on the order or a refund.Desired Settlement: I want a refund of the $45.77, or I want the items that I paid for.

Business

Response:

Ref#[redacted] Dear Ms. [redacted], Thank you for your letter dated September 14, 2016, regarding a complaint filed by [redacted]. We are sorry to note that Mr. [redacted] was unhappy and contacted the Revdex.com. We received an order from Mr. [redacted] through the Online Store at zippo.com on May 15th. The order was processed and shipped to him on May 16th via USPS. Mr. [redacted] replied to us stating “I have not received my order” on July 16th from the order confirmation e-mail he received May 15th, which lists the “[redacted]” address. Upon receipt of his e-mail we immediately tracked the order. According to the USPS tracking information, the order was delivered to [redacted] on May 18th. We replied to Mr. [redacted]’ e-mail July 19th advising the above information and we recommended he check with the Post Office. A discrepancy with the address was not mentioned, as our normal procedure would be to start a claim through our Representative at the Post Office. We had not heard back from Mr. [redacted] so we assumed the package was located. On September 13th, we received another e-mail from Mr. [redacted] advising “I have not received my order. You claim it has been delivered, but you delivered it to the wrong address. I do not have it. It was not delivered.” We immediately looked into the situation. We replied to Mr. [redacted] on September 14th, advising that since we did not receive a reply to our e-mail, we assumed the order was delivered. We asked for him to please advise his complete address along with advising if he had checked with the Post Office and any neighbors for the package. Upon receipt of his reply, we would advise him further. Mr. [redacted] has not replied to our e-mails, therefore, we have been unable to resolve the situation for him. Since so much time has passed, location of the package is minimal, however, we would like to resolve this issue. We are e-mailing a form to Mr. [redacted] to fill out and return to us today. We are also contacting our Representative at the Post Office to initiate further tracking on the package, if possible. Upon receipt of the completed e-mailed form and Mr. [redacted]s’ reply to our e-mail confirming that our e-mails are indeed reaching him, we will be happy to replace his order. We will await Mr. [redacted]’ reply. Kind regards,Tammy

Review: I purchased a Zippo Flexneck butane refillable lighter on June 7, 2015 from [redacted], at the time of purchase the lighter was advertised as having a fuel supply window, so that you could see how much fuel was left before it was to be refilled, when this lighter arrived it had no fuel supply window, I contacted [redacted] and they sent me a return envelope and offered me a full refund. On June 17, 2015 I decided to call Zippo Mfg Co to ask about this lighter as to see if it was an older or newer model, the customer service agent Sue P[redacted] told me on the phone that the lighter advertised was an older model with a fuel supply window, and that the newer model didn't have one, I might add that Zippo's web site also has this same lighter advertised with a fuel supply window. Sue told me she had several older models with fuel supply windows in stock and that if I sent her my lighter that I purchased through [redacted] that she would replace it with one of the older ones with a fuel supply window. So on June 17th I sent her the lighter and she received it about a week later, I believe on June 24th, she confirmed this by email. She stated with an email that she had sent me the replacement lighter on June 26th and to this day I have not received this lighter. I have contacted Sue several times by email and even by phone and her reply was always that it was sent by parcel post and it takes a little longer. Its been 5 weeks now and still no lighter? I spoke with my local postmaster and carriers and they both said it should have arrived by now and they asked me to get a tracking number, I called Sue and she refused to give me the tracking number and that she would have to check with the traffic dept and see what happened and that she would get back to me, well she never did. I then asked for my original lighter back as [redacted] said they would still refund my money, Sue has ignored me ever since. I would have never purchased this lighter had I known it had no fuel supply window, I would call that false advertising, I am very frustrated and disappointed with the way this was handled and with no follow through on Sue's behalf.Desired Settlement: To receive the promised replacement lighter with a fuel supply window. Thanks for your time.

Business

Response:

RE: [redacted] - [redacted]Dear Ms. [redacted], Thank you for your letter dated August 3, 2015 regarding a complaint filed by Mr, [redacted].We are sorry to note that Mr. [redacted] was not satisfied with the service he received. He had contacted us regarding a flexneck lighter he purchased from [redacted]. He spoke to Sue P[redacted] a Consumer Relations Specialist, in which she had apologized and advised that the flexneck lighter has since been updated and the fuel supply window had been removed, due to customer feedback. She also advised that the lighter he received from [redacted] is the current model and there may be some old literature out there that has not yet been updated.Since Mr. [redacted] had ordered the lighter wanting the fuel window, Sue had made an exception and advised Mr. [redacted], if he would send the lighter to her attention, she would be happy to send a brand new flexneck lighter to him from our stock, with the fuel window, even though it was not ordered directly from us or as he mentioned, could return to [redacted] for the full refund. He advised he would send the lighter to us. We received the flexneck lighter from Mr. [redacted] on June 25th. We shipped the replacement flexneck lighter with the fuel window to Mr. [redacted] on June 26th via Parcel Post, which does not have a tracking number and is a slower service.On July 9th Mr. [redacted] had emailed Sue and advised that he had not received the replacement lighter. Sue had advised that we must wait a bit before we can place a postal claim, as many packages are still delivered in this time, which we have seen in several other instances. She had advised Mr. [redacted] if he does not receive the lighter in approximately 30 days to call us and we would send a postal claim form for him to sign and if nothing found would send a replacement. Mr. [redacted] had never contacted us back, therefore, we assumed the lighter was received and serving him well.Upon receiving your letter, we then realized Mr. [redacted] did not receive the replacement and we immediately sent another replacement lighter to him on August 11th, along with a postal claim form for him to sign, via signature confirmation. We also left a message advising him that we didn’t realize he didn’t receive the lighter and are shipping a replacement to him today. We tracked the package ([redacted]) and see that it is in Warrendale PA and should be delivered to him soon.I believe the above will provide a clear understanding that Mr. [redacted]’s inquiry was very important to us and we went out of our way to get the item to Mr. [redacted] that he wanted. Unfortunately, the package was lost in the mail and we did the necessary steps in order to locate the package. If you need more information, please let me know and I will be happy to provide anything needed. However, I believe the above information resolves Mr. [redacted]’s issue.Sincerely,[redacted]Manager - Consumer Relations Department

I have always loved, LOVED Zippo lighters. Now that they have picked up Ronson it's a match made in lighter heaven. I recently picked up a Ronson Jet Light lighter to add to my ever growing collection :-). To my dismay it wouldn't work, I tried everything I could to no avail. So I wrote to the great people at the Zippo manufacturing company. In just a few short minutes I received a reply email back.
Dear Michael:

We have received your e-mail and were sorry to learn that your Ronson Jet light lighter is not working. Since we do not repair these lighters, we will mail you a replacement Jet Lite at no charge.

We apologize for the inconvenience you have been caused regarding your recent purchase.

Sincerely,

[redacted] | Zippo Manufacturing Company | Consumer Relations Specialist, Consumer Relations Department | [redacted]| p: ###-###-#### | f: ###-###-#### | [redacted]

Review: Third time wasted my postage sending in lighters for repair only to get them back unfixed. Tops fell off hinges broke not even any new flints.ms. Evers keep claiming been sent in before, which is nonsense bought off ebay before sending in. If too lazy to fix lifetime warranty is useless.Desired Settlement: Remove lifetime warranty from products since untrue

Business

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Review: I purchased a wall clock for my husband the zippo lover. When I received the clock, I used the battery that came with it and it didn't work. I purchased Duracell batteries and installed those . The clock worked for a moment then quit. Tried this process several times before writing the company. I wrote an email to them explaining the ordeal of what happened with the clock being broken and wanting a replacement.First email I received stating I could return the clock for a refund of the purchase price. I emailed saying I didn't want a refund, I wanted a replacement and I feel as if I shouldnt pay shipping again for something that I received broken.Second email I received stated they didn't realize their item was broken even after I explained what I received was broken and they sent me a label. I used this label to send the package and the next day the package showed up on my door step. They wrote the label backwards. Informed them.Third Email saying I would received a new label. Didn't. Emailed them.Forth email they claimed to have my email wrong all of a sudden. Reassured I would get a new label. Didn't. Emailed them .Fifth Email sent me a new label, went to attach it to the package and realized it was backwards again. Wasn't mailing it to myself again.All this took a month, and accomplished nothing.Desired Settlement: Replacement AND refund for all of the incompetence and waste of my time and effort.

Business

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