A K Athletic Equipment Inc

Below you can find the email I sent to AK athletics but got no responseI called them times and finally got a live person on 12-30-only to be told they were short on staff due to holiday and couldn't help but I could send pictures.?!Revdex.com Note: Emails are in an attached document

There is a tear on the pink stretch material. See attached picture

Hi there!...

Here is my response to Complaint ID #[redacted]. from AK Athletic Equipment. Claims within this complaint include concerns with the rate of response,delivery time, damaged item, and incorrect item sent.In regards to the rate of response in communication with this customer.Customer was contacted within 48 business hours of submitting an email with a follow up phone call and email from us. I have included screenshots of email conversations and appropriate response times. The actual pieces of phone conversation recounted by the customer are not only inaccurate but portray our company in a way that we refuse to acknowledge as true and factual.The second complaint from customer is that the item ordered was not delivered in her anticipated time frame. Upon the time that the order in question was placed, our company never guaranteed this particular item would be available for Christmas delivery, as it is very large and is shipped with a common freight carrier. One portion of the customer’s order(#[redacted] was delivered within 7 business days on Dec. 16th, well before Christmas, because it is a product that is shipped with fedex ground.Fedex ground tracking numbers associated with the order are attached. The second half of her order included a very large “Octagon Shaped Mat.” The description for the 30" X 30" X 36" OCTAGON SHAPED MAT clearly states that the Product leaves our facility in 7-10 business days. This item was sent out on the 9th business day following her order.The third concern cited by the customer states that her item was damaged.When a large item leaves our facility an informational email is sent to notify each customer about the protocol for receiving shipments being delivered with a freight carrier. In this document there are clear and pertantent instructions about signing “damaged” on the delivery receipt if box or carton appears to have visible damages. This insures that we can file a claim with the freight company and allows us to replace a compromised product as soon as possible.This customer did not sign damaged, and doctored the screenshot of the email sent from our shipping department to make it appear as though she was never given instruction about receiving damaged goods. Please see the attachment titled “falsified document” to see customers inaccurate form compared to what was sent to her.During follow up phone conversation regarding the damaged item our company requested images of the damage as well as images of the item received placed next to a measuring tape to verify that the correct item was sent.Finally, the last issue specified by the customer is that “the wrong item was sent.” The images supplied by the customer were sent via email and indicated two things. The first was that there was a small puncture in the vinyl covering of the mat, and secondly the pictures proved that the customer did receive the correct item. The customer was contacted   business day after the photos were supplied at which time she was offered a replacement vinyl cover for the octagon mat, even though she did not sign damaged as requested. The customer stated that this was not an ideal resolution as she still “received the wrong item” Attached is a screen shot of this customers order. The first item on the order is a 30" x30" x 36" Octagon Shaped Mat<https://ak-athletic-equipment.myshopify.com/admin/products/316088743/vari...⇄ The photos sent from customer with a measuring tape show exact dimensions as described for this item. The item clearly measures 30” x 30”x 36.”In closing this customer falsified information in this complaint and has doctored emails that she has supplied as reference. We shipped all items in the order within the time frame specified at the time of order and we have offered replacement items to those damaged during transit.Attachments:falsified document.jpgimage supplied by customer via email showing 36\picture supplied by customer of 30\customer order screenshot.png

They do not provide tracking numbers for your shipment. I called several times and was connected to a voicemail inbox that was full every time.