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Bergman Luggage

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Bergman Luggage Reviews (2)

***DOCUMENT ATTACHED***To whom it may concern:When I came in to work on the 28th of July I had a note from one of my associates stating: "This customer will be calling you.!!._and is unhappy that she is not being refunded her handling chargeBoth Aand I explained why but not to her satisfactionShe has your card and was expecting you to have a voicemail(signed J.) Customer has picked up her bag."I waited for the customer to call me, and she did on the 29th of July stating that she did not get her handling fee back because her bag was not repairedShe told me that since her bag was not repaired she should have her money back since the money she paid for the handling fee was towards the repair.I explained to her that the handing fee is just that, we take the bag in, prepare the multiple repair forms, box it up, and ship it to the best Repair Company for the type of bagThat Repair company then will call the customer with the cost of repair or if the bag is not repairable.And the customer said "Well then I should get my money back since the bag was not repaired and the money I paid was going towards the repair." I let her know that, no, the money she paid was for handling of the bag If you bring the bag to us and you want us to send it out for you, that is what you are paying for us to doBergman Luggage is not paying for sending the bag out, the customer is, even if it is not repaired.The customer than said "Well, I guess I am getting nowhere with you I will be contacting my card company and disputing the charges and the Revdex.com to let them know about your business practices and YELP to post a negative remark on your company." I told her I was sorry but company policies need to be followed and nowhere in our store do we have a sign advertising that the handling fee is a partial payment towards repair, nor has it ever been.And that was the end of the conversation However, looking at her statement on your letter, we have never advertised to be "LUGGAGE WHEEL REPAIR SPECIALISTS", we are however, Luggage ExpertsWe are in no way a registered repair facility We do not carry parts for any repairs, we are not trained to let the customer know if it is repairable or notBags come in, handling fee is paid, and the repair is sent to a different company we deal with; it could be California, Oregonor even Arizona, but repair charges are always handled and taken care by the Repair Company and the customer, usually over the phone.We are a small shop that sells luggage and travel accessories, we offer a courtesy service of being a drop off point to send repairs out for our customersWe do not benefit from the repair facilities charges to the customerFurthermore, we are more than happy to give out the phone numbers or websites, if asked, of the luggage brand that needs repairingThe customer can than down load and print the repair paperwork, contact the company for a repair Return Authorization Number, and ship the suitcase out themselves.Sincerely,Izabel S [redacted] Manager, Tacoma Store

[redacted]DOCUMENT ATTACHED[redacted]To whom it may concern:When I came in to work on the 28th  of July I had a note from one of my associates stating: "This customer will be calling you.!!._and is unhappy that she is not being refunded her handling charge. Both A. and I explained why but not to her...

satisfaction. She has your card and was expecting you to have a voicemail. (signed J.) Customer has picked up her bag."I waited for the customer to call me, and she did on the 29th of July stating that she did not get her handling fee back because her bag was not repaired. She told me that since her bag was not repaired she should have her money back since the money she paid for the handling fee was towards the repair.I explained to her that the handing fee is just that, we take the bag in, prepare the multiple repair forms, box it up, and ship it to the best Repair Company for the type of bag. That Repair company then will call the customer with the cost of repair or if the bag is not repairable.And the customer said "Well then I should get my money back since the bag was not repaired and the money I paid was going towards the repair." I let her know that, no, the money she paid was for handling of the bag.  If you bring the bag to us and you want us to send it out for you, that is what you are paying for us to do. Bergman Luggage is not paying for sending the bag out, the customer is, even if it is not repaired.The customer than said "Well, I guess I am getting nowhere with you.  I will be contacting my card company and disputing the charges and the Revdex.com to let them know about your business practices and YELP to post a negative remark on your company."  I told her I was sorry but company policies need to be followed and nowhere in our store do we have a sign advertising that the handling fee is a partial payment towards repair, nor has it ever been.And that was the end of the conversation.   However, looking at her statement on your letter, we have never advertised to be "LUGGAGE WHEEL REPAIR SPECIALISTS", we are however, Luggage Experts. We are in no way a registered repair facility.  We do not carry parts for any repairs, we are not trained to let the customer know if it is repairable or not. Bags come in, handling fee is paid, and the repair is sent to a different company we deal with; it could be California, Oregonor even Arizona, but repair charges are always handled and taken care by the Repair Company and the customer, usually over the phone.We are a small shop that sells luggage and travel accessories, we offer a courtesy service of being a drop off point to send repairs out for our customers. We do not benefit from the repair facilities charges to the customer. Furthermore, we are more than happy to give out the phone numbers or websites, if asked, of the luggage brand that needs repairing. The customer can than down load and print the repair paperwork, contact the company for a repair Return  Authorization Number, and ship the suitcase out themselves.Sincerely,Izabel S[redacted] Manager, Tacoma Store

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Address: 881 Bellevue Way NE, Bellevue, Washington, United States, 98004-4209

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