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].
The way that the customer service was handle was a hassle...back and forth. The manufacturer sends me to store (that I have no relationship with since I didn't make the purchase, then [redacted] Post sends me back to the manufacturer. I understand that you believe it is fair that they offered me a refund. As a customer I wanted to see if I could get the same coat or similar (what you do have in stock) since that was not an option with the store. It was made clear my coat has a 3 year warranty. I am not sure why my request to get a replacement from the company that manufactures my coat, is not an option. I am still very confused that my request as a consumer with a defected product the manufacturer is not willing to assist me. In fact, this coat was a gift, I would have never know where it was purchased until I had to go back to my friend that bought it for me and find out details. So with this in mind how can you as a company, deny helping me with a defect product?
Regards,
[redacted]
Dear Ms. [redacted], Thank you for the feedback on this issue. I am sorry that you are not pleased with the outcome in this situation. However, in this situation it remains Bogner's position that a full refund for merchandise purchased is a fair and equitable solution. When the entire value of a transaction is refunded to the consumer you have received back the value of your purchase. I understand that this is not the ideal outcome for every situation, but it is always a possibility when entering into a transaction. Bogner's production and design teams work to minimize any material issues as well as continuously improve their process and will continue to do so. We will continue to take your feedback into consideration and I will be happy discuss this issue further if you have any additional questions or would like more information. Best Regards, Asa [redacted]
Dear Revdex.com Team, I am writing in response to the complaint submitted by [redacted] regarding a Bogner Jacket with which she experienced an issue with the down filling. In this situation I represent Bogner of America as the Manager, Customer Services. In the situation in question the customer,...
[redacted], purchased a jacket from one of Bogner's customers, [redacted] Trading Post. When [redacted] reached out to Bogner of America she was directed to [redacted] Trading Post as that is where the merchandise was purchased. As Bogner is primarily a wholesaler of sportswear/fashion our policy in these instances where an end consumer has an issue with merchandise is to first direct them to the retailer where the merchandise was purchased to try to resolve the issue. In this case [redacted] Trading Post offered [redacted] a refund for the full purchase price of her jacket. Bogner felt this was a fair and equitable solution to this the issue that [redacted] experienced with this jacket. Unfortunately Ms. [redacted] was not pleased with this solution. However, Bogner of America does feel that offering the customer the full value of the purchase price of their merchandise is an acceptable practice for our retail partners. As a sports fashion brand we do not always have the same style merchandise available for replacement as our product assortment changes yearly. We are always willing to listen and learn from our customers and if Ms. [redacted] has any additional information or would like to discuss this matter further myself and the rest of the team at Bogner of America will be available to assist her. Best Regards, [redacted]
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].
So basically I should have never went back to my friend as uncomfortable as it was, to get the receipt otherwise your company would have taken care of the issue or would your company tell me there is nothing they can do? Asking for a replacement of the coat is certainly not asking too much. I am disappointed, I really like the coat but can assure you I won't be buying anymore products from your company with how this situation is being handled. The funny part, I received a lot of compliments when skiing or just wearing the coat around. I can assure you my next response to any compliment regarding the coat, won't be anything complimentary towards your company...just for the record my coat was given to me as a gift which was recommended by other friends. We are very blessed in this world with social media and many other ways of communicating a dissatisfaction to inform others.
Regards,
[redacted]
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].
The way that the customer service was handle was a hassle...back and forth. The manufacturer sends me to store (that I have no relationship with since I didn't make the purchase, then [redacted] Post sends me back to the manufacturer. I understand that you believe it is fair that they offered me a refund. As a customer I wanted to see if I could get the same coat or similar (what you do have in stock) since that was not an option with the store. It was made clear my coat has a 3 year warranty. I am not sure why my request to get a replacement from the company that manufactures my coat, is not an option. I am still very confused that my request as a consumer with a defected product the manufacturer is not willing to assist me. In fact, this coat was a gift, I would have never know where it was purchased until I had to go back to my friend that bought it for me and find out details. So with this in mind how can you as a company, deny helping me with a defect product?
Regards,
[redacted]
Dear Ms. [redacted], Thank you for the feedback on this issue. I am sorry that you are not pleased with the outcome in this situation. However, in this situation it remains Bogner's position that a full refund for merchandise purchased is a fair and equitable solution. When the entire value of a transaction is refunded to the consumer you have received back the value of your purchase. I understand that this is not the ideal outcome for every situation, but it is always a possibility when entering into a transaction. Bogner's production and design teams work to minimize any material issues as well as continuously improve their process and will continue to do so. We will continue to take your feedback into consideration and I will be happy discuss this issue further if you have any additional questions or would like more information. Best Regards, Asa [redacted]
Dear Revdex.com Team, I am writing in response to the complaint submitted by [redacted] regarding a Bogner Jacket with which she experienced an issue with the down filling. In this situation I represent Bogner of America as the Manager, Customer Services. In the situation in question the customer,...
[redacted], purchased a jacket from one of Bogner's customers, [redacted] Trading Post. When [redacted] reached out to Bogner of America she was directed to [redacted] Trading Post as that is where the merchandise was purchased. As Bogner is primarily a wholesaler of sportswear/fashion our policy in these instances where an end consumer has an issue with merchandise is to first direct them to the retailer where the merchandise was purchased to try to resolve the issue. In this case [redacted] Trading Post offered [redacted] a refund for the full purchase price of her jacket. Bogner felt this was a fair and equitable solution to this the issue that [redacted] experienced with this jacket. Unfortunately Ms. [redacted] was not pleased with this solution. However, Bogner of America does feel that offering the customer the full value of the purchase price of their merchandise is an acceptable practice for our retail partners. As a sports fashion brand we do not always have the same style merchandise available for replacement as our product assortment changes yearly. We are always willing to listen and learn from our customers and if Ms. [redacted] has any additional information or would like to discuss this matter further myself and the rest of the team at Bogner of America will be available to assist her. Best Regards, [redacted]
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].
So basically I should have never went back to my friend as uncomfortable as it was, to get the receipt otherwise your company would have taken care of the issue or would your company tell me there is nothing they can do? Asking for a replacement of the coat is certainly not asking too much. I am disappointed, I really like the coat but can assure you I won't be buying anymore products from your company with how this situation is being handled. The funny part, I received a lot of compliments when skiing or just wearing the coat around. I can assure you my next response to any compliment regarding the coat, won't be anything complimentary towards your company...just for the record my coat was given to me as a gift which was recommended by other friends. We are very blessed in this world with social media and many other ways of communicating a dissatisfaction to inform others.
Regards,
[redacted]