Blauer Manufacturing

This customer's complaint was addressed directly as part of our standard Returns process Upon receipt of the goods, which are under a stated warranty of days for defects in materials and craftsmanship ***, it was determined that the boots were
physically damaged, and that the damage was, in the opinion of our experienced evaluation staff, caused by impact with a curb or similar structure due to the positioning and nature of the damage.We attempted to work with the customer through email communications, social media post responses, and phone discussions over the next time period, including a full explanation of the reason why we could not accept his warranty claim, and even went so far as to offer a significant discount code if he should wish to replace them, but he remained dissatisfied despite our patient and repeated attempts to work with him, culminating in legal action discussion on his part at which point communications ceased We attempt to ensure the satisfaction of every customer, as we have for years in business, but must hold to our policies when it comes to determination of what constitutes a valid warranty claim for defect as described above Those policies are applied fairly and with an eye towards the realities of public safety work, and with respect for those who do that work in service of their communities Thank you for the opportunity to respond to this complaint

Thank you for bringing this to our attention.  In this case, there was a misunderstanding by the most recent rep you spoke to regarding the nature of your concern and the history thereto.  Our apologies for failing to get out the replacement set to you more quickly.  We have your...

contact information and will be sending you three sets of replacement clips at no charge by the end of the week, if not sooner.  We strive to provide 100% high-quality service to our customers and appreciate the opportunity to respond to your concerns.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
This response is not satisfactory, the business was rude, and wouldn't even give me information on how to submit legal proceedings to them.  I've since received my money back from my credit card issuer, but this is still very unsatisfactory service by this company. Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Hello,We did provide the customer instructions on an email address to contact with any legal proceedings notification, and then directed them that any further communications beyond that point would need to be addressed to the same email due to the stated intent to pursue such actions.  We believe that we acted in good faith to preserve our well-earned reputation for fairness while still enforcing our standards for returns as they would be for any customer, and went above and beyond to try to retain them as a customer.  If we were not able to, we regret that the customer still feels dissatisfied, but are unable to provide any further accommodation beyond the aforementioned discount offer.We stand behind our returns' team evaluation of the damage, and our Customer Service team's efforts to come to a satisfactory conclusion for our customer.  The condition of the returned boots are documented via the attached image of the customer's boot upon its arrival to us, which shows the damage to the outsole and the leather upper.  Both fall outside of our policy since they do not represent issues with materials nor workmanship.  Again, we thank the Revdex.com for the opportunity to further respond to this complaint, in our continued spirit of open dialogue with all customers who have placed their faith in our products.

Hello,Thank you for the opportunity to respond to this complaint.  The customer's boots were shipped back to us and evaluated by our experienced Returns team, who did determine that the boots were worn for a period of time longer than a try-on would indicate, and showed evidence of having been...

worn outside.  Our policy for boots states that they are warrantied for 120 days against defects in workmanship and materials, and our returns policy for retail products states that they may be returned within 30 days provided that they are unworn.  Since the boots did not meet either criterion, they were returned to the customer with no freight charged for the return to them.  We provide courteous communication with every customer as a rule, and were not able to find any record of any inappropriate or rude communication with this individual.  Regarding the "law" statement, the individual who made the statement was under the belief that sanitary regulations prevented the acceptance of returned footwear, along the lines of mattress laws in many states.  We apologize for any inaccuracy therein, and have spoken to the individual.We would be happy to offer the customer a discount code for replacement of their boots if the fit was, in fact, incorrect compared to their expectations, but regret that we are unable to accept the return for the reasons above.  Sincerely,Blauer