After working with MrB [redacted] we were able to address all of his concerns The $worth of gift cards were redeemed on an order on the US site, with an additional discount being applied for the inconvenience Also, I have passed feedback to the appropriate people to ensure this misinformation will not be given going forward.In-regards to the inability to shop the US Patagonia website from Japan, I offered a workaround I also offered to facilitate any orders and returns to Patagonia Japan, to ensure the language barriers won't impact his experience I've also passed the feedback MrB [redacted] kindly gave us about the need to add English as an option on our Japan website.In-regards to the failed shorts I offered to facilitate this return to Patagonia Japan MrB [redacted] has let me know he was in Boston and will handle the return with our Patagonia Boston store
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 meRegards, A [redacted] ***
Complaint: I am rejecting this response because: I have spoken to my bank, and they insist that this is an issue with PatagoniaThey only processed what they received from PatagoniaThey have received neither a change in authorization nor a credit from themAn employee of Patagonia explained to me that this is a recurrent and persistent issue with the handling of debit card transactionsMy debit card is also a visaI didn't identify it as a debit purchase, and it should have been automatically processed as creditRegardless, the business is liable to authorize only appropriate chargesThis was inappropriate, excessive authorization and it has not been remediatedIt is not the bank's issueI set up a claim to create communication between the bank and Patagonia so that Patagonia can root cause the problem on their end and correct itAdditionally, I take exception with the tone the Patagonia employee has taken in email and in this responseHe has implied that I am an uninformed consumer and novice in banking by assuming that 1) my account was overdrawn 2) explaining to me that a credit card or e-gift card would be a "safer" way to make future purchasesMy account was never overdrawnThe excessive fund hold set off a flag I use to proactively manage multiple accounts and required an intervention on my endMy banking skills are what allowed me to quickly identify this issueAnd last time I checked, a visa logo makes the card I used for purchase also a credit cardI did nothing wrong except to purchase from a vendor I shouldn't have trusted to bill appropriatelyMistakes happenAnd they are forgivableBut we are approaching days since dispute, and there remains an excessive hold of funds on my account due to Patagonia's negligenceThey need to work with the bank to resolve this and related issues and put steps in place to ensure this does not happen in the futureIt is not up to the customer to ensure that billing is appropriate and compliais incumbent on the retailerThey haven't fixed the issue, and it isn't appropriate to blame the bankI want no "payment" for fixing this by way of free stuff or discountsI just want it fixed for me and all Patagonia customers Regards, K [redacted]
Complaint: I am rejecting this response because:I was contacted by both Patagonia customer service from United States, as well as JapanNo resolution was provided:- I am not able to use the $worth of Patagonia gift certificates for delivery of items to japan.- I was not refunded the $for the gift certificates, as they were originally purchased at the advice of patagonia staff, as a means of ordering items in Japan.- The website still redirects to the Japanese site, with no option or path to an english language website I am deeply disappointed as I have received the exact same reply that triggered the initial Revdex.com complaintDeceptive business practices to the tune of $have not been resolved, nor am I able to order items with US-based credit cards for delivery in Japan Regards, K [redacted]
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 backialso 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 [redacted] ***
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/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 12148113, and find that this resolution is satisfactory to me Language barrier was not an issueRather, misleading information from patagonia employees in Japan and San Francisco was the problemI am now happyThanks again Regards, K [redacted]
The person making this complaint resides at an apartment where we had numerous delivery problems in July The same apartment was used as a delivery address by three different patagonia.com customersAll of them claimed their packages were not received Later, the missing packages were returned to a retail store for creditAt the same time, all of the customers requested additional credit from patagonia.com for their missing packagesA couple of those “double credit” attempts were successfulThe customer making this complaint had one last item that was not returned for credit to a store and that was not reported missingThe customer has not acknowledged any connection to the above situations; however, there are strong ties beyond those shared herePatagonia 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 thisAs a result, the accounts involved were held to stop further transactions until the issue was addressedWe 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 emailWith no other clear options, we suggested in our last correspondence that the charge for the returned item should be disputed with the credit card companyThis is a legitimate way to recover the cost of the order, and it informs the bank of the situationFor Patagonia to reconsider, the customer would need to address our concerns
This customer was over-authorized for her order; however, she was not overcharged, and we reversed the extra authorizationsWe provided a substantial service recovery credit for this experienceWe reversed the unnecessary authorizationsWe also offered to cover any overdraft fees with appropriate documentationWhile it is up to her bank to release the funds, we offered to assist on a 3-way bank call to provide the authorization numbers necessary for the bank to expedite the reversal processShe explained that her bank refused, and she declined to try again when we suggested itAdditionally, she explained that she disputed the only charge in this orderOur response to that was that we would not challenge her dispute, though we have not seen it yetThis would mean that in the end she would be receiving her purchase for free, plus a service recovery creditShe was not satisfied, and actually asked to be charged the correct amountShe also composed a thoughtful response to her experience, which was, at her request, shared with the appropriate people at PatagoniaHer complaint seems to be less personal and more on principalWe appreciate her desire to hold us accountableWe have shared with her our commitment to taking the steps to create a great customer experience that includes hassle-free payment processingIn her case, where this process was unsatisfactory, we have done all we can, including asking her how she would like to be assistedAt the time of her complaint, her bank possessed the “tied up” funds and the information from us necessary to release those fundsWhile we take responsibility for the problem, it is her bank that has delayed the resolution
Complaint: 12148113
I am rejecting this response because:I was contacted by both Patagonia customer service from United States, as well as Japan. No resolution was...
provided:- I am not able to use the $400 worth of Patagonia gift certificates for delivery of items to japan.- I was not refunded the $400 for the gift certificates, as they were originally purchased at the advice of patagonia staff, as a means of ordering items in Japan.- The website still redirects to the Japanese site, with no option or path to an english language website. I am deeply disappointed as I have received the exact same reply that triggered the initial Revdex.com complaint. Deceptive business practices to the tune of $400 have not been resolved, nor am I able to order items with US-based credit cards for delivery in Japan.
Regards,
K[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.
Complaint: 10766928
I am rejecting this response because: I called my credit card company and they said they can not dipsute this charge becuase I returned it to Patagonia, I have proof of the return with tracking number so therefore there is no reason I should have to dispute it. I do not know why patagonia keeps saying there are other order from that address when I have no knowledge of this. the representiave at patagonia is hassling me, giving me the run a round and a hard time to mess with me and it is not right. I did not return this item to the store, I sent it back to them in the mail, I have proof of return tracking and they owe me a refund
Regards,
N[redacted]
After working with Mr. B[redacted] we were able to address all of his concerns. The $400 worth of gift cards were redeemed on an order on the US site, with an additional discount being applied for the inconvenience. Also, I have passed feedback to the appropriate people to ensure this misinformation will not be given going forward.In-regards to the inability to shop the US Patagonia website from Japan, I offered a workaround. I also offered to facilitate any orders and returns to Patagonia Japan, to ensure the language barriers won't impact his experience. I've also passed the feedback Mr. B[redacted] kindly gave us about the need to add English as an option on our Japan website.In-regards to the failed shorts. I offered to facilitate this return to Patagonia Japan. Mr. B[redacted] has let me know he was in Boston and will handle the return with our Patagonia Boston store.
Complaint: 11850284
I am rejecting this response because: I have spoken to my bank, and they insist that this is an issue with Patagonia. They only processed what they received from Patagonia. They have received neither a change in authorization nor a credit from them. An employee of Patagonia explained to me that this is a recurrent and persistent issue with the handling of debit card transactions. My debit card is also a visa. I didn't identify it as a debit purchase, and it should have been automatically processed as credit. Regardless, the business is liable to authorize only appropriate charges. This was inappropriate, excessive authorization and it has not been remediated. It is not the bank's issue. I set up a claim to create communication between the bank and Patagonia so that Patagonia can root cause the problem on their end and correct it. Additionally, I take exception with the tone the Patagonia employee has taken in email and in this response. He has implied that I am an uninformed consumer and novice in banking by assuming that 1) my account was overdrawn 2) explaining to me that a credit card or e-gift card would be a "safer" way to make future purchases. My account was never overdrawn. The excessive fund hold set off a flag I use to proactively manage multiple accounts and required an intervention on my end. My banking skills are what allowed me to quickly identify this issue. And last time I checked, a visa logo makes the card I used for purchase also a credit card. I did nothing wrong except to purchase from a vendor I shouldn't have trusted to bill appropriately. Mistakes happen. And they are forgivable. But we are approaching 14 days since dispute, and there remains an excessive hold of funds on my account due to Patagonia's negligence. They need to work with the bank to resolve this and related issues and put steps in place to ensure this does not happen in the future. It is not up to the customer to ensure that billing is appropriate and compliant-it is incumbent on the retailer. They haven't fixed the issue, and it isn't appropriate to blame the bank. I want no "payment" for fixing this by way of free stuff or discounts. I just want it fixed for me and all Patagonia customers.
Regards,
K[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12148113, and find that this resolution is satisfactory to me. Language barrier was not an issue. Rather, misleading information from patagonia employees in Japan and San Francisco was the problem. I am now happy. Thanks again
Regards,
K[redacted]
Complaint: 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! 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[redacted]
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.
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]
This customer was over-authorized for her order; however, she was not overcharged, and we reversed the extra authorizations. We provided a substantial service recovery credit for this experience. We reversed the unnecessary authorizations. We also offered to cover any overdraft fees with appropriate...
documentation. While it is up to her bank to release the funds, we offered to assist on a 3-way bank call to provide the authorization numbers necessary for the bank to expedite the reversal process. She explained that her bank refused, and she declined to try again when we suggested it. Additionally, she explained that she disputed the only charge in this order. Our response to that was that we would not challenge her dispute, though we have not seen it yet. This would mean that in the end she would be receiving her purchase for free, plus a service recovery credit. She was not satisfied, and actually asked to be charged the correct amount. She also composed a thoughtful response to her experience, which was, at her request, shared with the appropriate people at Patagonia. Her complaint seems to be less personal and more on principal. We appreciate her desire to hold us accountable. We have shared with her our commitment to taking the steps to create a great customer experience that includes hassle-free payment processing. In her case, where this process was unsatisfactory, we have done all we can, including asking her how she would like to be assisted. At the time of her complaint, her bank possessed the “tied up” funds and the information from us necessary to release those funds. While we take responsibility for the problem, it is her bank that has delayed the resolution.
After working with MrB [redacted] we were able to address all of his concerns The $worth of gift cards were redeemed on an order on the US site, with an additional discount being applied for the inconvenience Also, I have passed feedback to the appropriate people to ensure this misinformation will not be given going forward.In-regards to the inability to shop the US Patagonia website from Japan, I offered a workaround I also offered to facilitate any orders and returns to Patagonia Japan, to ensure the language barriers won't impact his experience I've also passed the feedback MrB [redacted] kindly gave us about the need to add English as an option on our Japan website.In-regards to the failed shorts I offered to facilitate this return to Patagonia Japan MrB [redacted] has let me know he was in Boston and will handle the return with our Patagonia Boston store
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 meRegards, A [redacted] ***
Complaint: I am rejecting this response because: I have spoken to my bank, and they insist that this is an issue with PatagoniaThey only processed what they received from PatagoniaThey have received neither a change in authorization nor a credit from themAn employee of Patagonia explained to me that this is a recurrent and persistent issue with the handling of debit card transactionsMy debit card is also a visaI didn't identify it as a debit purchase, and it should have been automatically processed as creditRegardless, the business is liable to authorize only appropriate chargesThis was inappropriate, excessive authorization and it has not been remediatedIt is not the bank's issueI set up a claim to create communication between the bank and Patagonia so that Patagonia can root cause the problem on their end and correct itAdditionally, I take exception with the tone the Patagonia employee has taken in email and in this responseHe has implied that I am an uninformed consumer and novice in banking by assuming that 1) my account was overdrawn 2) explaining to me that a credit card or e-gift card would be a "safer" way to make future purchasesMy account was never overdrawnThe excessive fund hold set off a flag I use to proactively manage multiple accounts and required an intervention on my endMy banking skills are what allowed me to quickly identify this issueAnd last time I checked, a visa logo makes the card I used for purchase also a credit cardI did nothing wrong except to purchase from a vendor I shouldn't have trusted to bill appropriatelyMistakes happenAnd they are forgivableBut we are approaching days since dispute, and there remains an excessive hold of funds on my account due to Patagonia's negligenceThey need to work with the bank to resolve this and related issues and put steps in place to ensure this does not happen in the futureIt is not up to the customer to ensure that billing is appropriate and compliais incumbent on the retailerThey haven't fixed the issue, and it isn't appropriate to blame the bankI want no "payment" for fixing this by way of free stuff or discountsI just want it fixed for me and all Patagonia customers Regards, K [redacted]
Complaint: I am rejecting this response because:I was contacted by both Patagonia customer service from United States, as well as JapanNo resolution was provided:- I am not able to use the $worth of Patagonia gift certificates for delivery of items to japan.- I was not refunded the $for the gift certificates, as they were originally purchased at the advice of patagonia staff, as a means of ordering items in Japan.- The website still redirects to the Japanese site, with no option or path to an english language website I am deeply disappointed as I have received the exact same reply that triggered the initial Revdex.com complaintDeceptive business practices to the tune of $have not been resolved, nor am I able to order items with US-based credit cards for delivery in Japan Regards, K [redacted]
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 backialso 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 [redacted] ***
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/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 12148113, and find that this resolution is satisfactory to me Language barrier was not an issueRather, misleading information from patagonia employees in Japan and San Francisco was the problemI am now happyThanks again Regards, K [redacted]
The person making this complaint resides at an apartment where we had numerous delivery problems in July The same apartment was used as a delivery address by three different patagonia.com customersAll of them claimed their packages were not received Later, the missing packages were returned to a retail store for creditAt the same time, all of the customers requested additional credit from patagonia.com for their missing packagesA couple of those “double credit” attempts were successfulThe customer making this complaint had one last item that was not returned for credit to a store and that was not reported missingThe customer has not acknowledged any connection to the above situations; however, there are strong ties beyond those shared herePatagonia 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 thisAs a result, the accounts involved were held to stop further transactions until the issue was addressedWe 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 emailWith no other clear options, we suggested in our last correspondence that the charge for the returned item should be disputed with the credit card companyThis is a legitimate way to recover the cost of the order, and it informs the bank of the situationFor Patagonia to reconsider, the customer would need to address our concerns
This customer was over-authorized for her order; however, she was not overcharged, and we reversed the extra authorizationsWe provided a substantial service recovery credit for this experienceWe reversed the unnecessary authorizationsWe also offered to cover any overdraft fees with appropriate documentationWhile it is up to her bank to release the funds, we offered to assist on a 3-way bank call to provide the authorization numbers necessary for the bank to expedite the reversal processShe explained that her bank refused, and she declined to try again when we suggested itAdditionally, she explained that she disputed the only charge in this orderOur response to that was that we would not challenge her dispute, though we have not seen it yetThis would mean that in the end she would be receiving her purchase for free, plus a service recovery creditShe was not satisfied, and actually asked to be charged the correct amountShe also composed a thoughtful response to her experience, which was, at her request, shared with the appropriate people at PatagoniaHer complaint seems to be less personal and more on principalWe appreciate her desire to hold us accountableWe have shared with her our commitment to taking the steps to create a great customer experience that includes hassle-free payment processingIn her case, where this process was unsatisfactory, we have done all we can, including asking her how she would like to be assistedAt the time of her complaint, her bank possessed the “tied up” funds and the information from us necessary to release those fundsWhile we take responsibility for the problem, it is her bank that has delayed the resolution
Complaint: 12148113
I am rejecting this response because:I was contacted by both Patagonia customer service from United States, as well as Japan. No resolution was...
provided:- I am not able to use the $400 worth of Patagonia gift certificates for delivery of items to japan.- I was not refunded the $400 for the gift certificates, as they were originally purchased at the advice of patagonia staff, as a means of ordering items in Japan.- The website still redirects to the Japanese site, with no option or path to an english language website. I am deeply disappointed as I have received the exact same reply that triggered the initial Revdex.com complaint. Deceptive business practices to the tune of $400 have not been resolved, nor am I able to order items with US-based credit cards for delivery in Japan.
Regards,
K[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.
Complaint: 10766928
I am rejecting this response because: I called my credit card company and they said they can not dipsute this charge becuase I returned it to Patagonia, I have proof of the return with tracking number so therefore there is no reason I should have to dispute it. I do not know why patagonia keeps saying there are other order from that address when I have no knowledge of this. the representiave at patagonia is hassling me, giving me the run a round and a hard time to mess with me and it is not right. I did not return this item to the store, I sent it back to them in the mail, I have proof of return tracking and they owe me a refund
Regards,
N[redacted]
A resolution is in place with this customer. We are working with the customer along with members of our Japanese customer service.
After working with Mr. B[redacted] we were able to address all of his concerns. The $400 worth of gift cards were redeemed on an order on the US site, with an additional discount being applied for the inconvenience. Also, I have passed feedback to the appropriate people to ensure this misinformation will not be given going forward.In-regards to the inability to shop the US Patagonia website from Japan, I offered a workaround. I also offered to facilitate any orders and returns to Patagonia Japan, to ensure the language barriers won't impact his experience. I've also passed the feedback Mr. B[redacted] kindly gave us about the need to add English as an option on our Japan website.In-regards to the failed shorts. I offered to facilitate this return to Patagonia Japan. Mr. B[redacted] has let me know he was in Boston and will handle the return with our Patagonia Boston store.
Complaint: 11850284
I am rejecting this response because: I have spoken to my bank, and they insist that this is an issue with Patagonia. They only processed what they received from Patagonia. They have received neither a change in authorization nor a credit from them. An employee of Patagonia explained to me that this is a recurrent and persistent issue with the handling of debit card transactions. My debit card is also a visa. I didn't identify it as a debit purchase, and it should have been automatically processed as credit. Regardless, the business is liable to authorize only appropriate charges. This was inappropriate, excessive authorization and it has not been remediated. It is not the bank's issue. I set up a claim to create communication between the bank and Patagonia so that Patagonia can root cause the problem on their end and correct it. Additionally, I take exception with the tone the Patagonia employee has taken in email and in this response. He has implied that I am an uninformed consumer and novice in banking by assuming that 1) my account was overdrawn 2) explaining to me that a credit card or e-gift card would be a "safer" way to make future purchases. My account was never overdrawn. The excessive fund hold set off a flag I use to proactively manage multiple accounts and required an intervention on my end. My banking skills are what allowed me to quickly identify this issue. And last time I checked, a visa logo makes the card I used for purchase also a credit card. I did nothing wrong except to purchase from a vendor I shouldn't have trusted to bill appropriately. Mistakes happen. And they are forgivable. But we are approaching 14 days since dispute, and there remains an excessive hold of funds on my account due to Patagonia's negligence. They need to work with the bank to resolve this and related issues and put steps in place to ensure this does not happen in the future. It is not up to the customer to ensure that billing is appropriate and compliant-it is incumbent on the retailer. They haven't fixed the issue, and it isn't appropriate to blame the bank. I want no "payment" for fixing this by way of free stuff or discounts. I just want it fixed for me and all Patagonia customers.
Regards,
K[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12148113, and find that this resolution is satisfactory to me. Language barrier was not an issue. Rather, misleading information from patagonia employees in Japan and San Francisco was the problem. I am now happy. Thanks again
Regards,
K[redacted]
Complaint: 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! 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[redacted]
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.
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]
This customer was over-authorized for her order; however, she was not overcharged, and we reversed the extra authorizations. We provided a substantial service recovery credit for this experience. We reversed the unnecessary authorizations. We also offered to cover any overdraft fees with appropriate...
documentation. While it is up to her bank to release the funds, we offered to assist on a 3-way bank call to provide the authorization numbers necessary for the bank to expedite the reversal process. She explained that her bank refused, and she declined to try again when we suggested it. Additionally, she explained that she disputed the only charge in this order. Our response to that was that we would not challenge her dispute, though we have not seen it yet. This would mean that in the end she would be receiving her purchase for free, plus a service recovery credit. She was not satisfied, and actually asked to be charged the correct amount. She also composed a thoughtful response to her experience, which was, at her request, shared with the appropriate people at Patagonia. Her complaint seems to be less personal and more on principal. We appreciate her desire to hold us accountable. We have shared with her our commitment to taking the steps to create a great customer experience that includes hassle-free payment processing. In her case, where this process was unsatisfactory, we have done all we can, including asking her how she would like to be assisted. At the time of her complaint, her bank possessed the “tied up” funds and the information from us necessary to release those funds. While we take responsibility for the problem, it is her bank that has delayed the resolution.