Brand Matter

At this time, I have been contacted
directly by Brand Matter, LLC regarding complaint ID ***, however my complaint has NOT been resolved because:
[Your Answer Here]They claim the warranty (which was nor included with the bag, so I was not aware of their policy) only allows a replacementAccording to them, I am responsible for paying to ship the defective back back to them and they will replace the bag in 6-weeksBecause the warranty was not included with the bag, they took eight weeks to respond (and only did so when I made negative comments on their *** page), and then sent me the same form letter three times, and the poor quality of the bag, I want a full refundI will accept a replacement bag, but will not pay the shippingEvery time I have tried to request a prepaid shipping label, I have received the same form letter.I am disgusted with the company, the product, and the total lack of customer service
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

At this time, I have been contacted directly by Brand Matter, LLC regarding complaint ID ***, however my complaint has NOT been resolved because:
[Your Answer Here]
After many weeks, multiple emails and calls, I posted a negative comment on their facebook page and was contacted promptlyHowever, the response was not to my satisfactionI was told to mail the defective piece back at my expense, with the warranty card (which I did not receive with the luggage), and the bge would be replaced with a bag similar to the one I returned within 6-weeks.As I told them, the product is poorly made and I do not want another one of their products that may or may not even be the same size or colorI want a refundI contacted them repeatedly and got the same form letter response.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Review: I purchased a suitcase made by [redacted]. It came with a five year warranty. The first time I used it, the handle tore. I have filed five complaints with their online customer service department and sent four emails to their inquiry email address. I have heard nothing. I expect them to honor their five year warranty. It didn't last five weeks! I want a full refund. At this point, even a response from them would be a start.Desired Settlement: Based on the poor quality of the product and the even poorer quality of their customer service, I will not accept a replacement. I want a full refund.

Consumer

Response:

At this time, I have been contacted directly by Brand Matter, LLC regarding complaint ID [redacted], however my complaint has NOT been resolved because:

[Your Answer Here]They claim the warranty (which was nor included with the bag, so I was not aware of their policy) only allows a replacement. According to them, I am responsible for paying to ship the defective back back to them and they will replace the bag in 6-8 weeks. Because the warranty was not included with the bag, they took eight weeks to respond (and only did so when I made negative comments on their [redacted] page), and then sent me the same form letter three times, and the poor quality of the bag, I want a full refund. I will accept a replacement bag, but will not pay the shipping. Every time I have tried to request a prepaid shipping label, I have received the same form letter.I am disgusted with the company, the product, and the total lack of customer service.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

At this time, I have been contacted directly by Brand Matter, LLC regarding complaint ID [redacted], however my complaint has NOT been resolved because:

[Your Answer Here]

After many weeks, multiple emails and calls, I posted a negative comment on their facebook page and was contacted promptly. However, the response was not to my satisfaction. I was told to mail the defective piece back at my expense, with the warranty card (which I did not receive with the luggage), and the bge would be replaced with a bag similar to the one I returned within 6-8 weeks.As I told them, the product is poorly made and I do not want another one of their products that may or may not even be the same size or color. I want a refund. I contacted them repeatedly and got the same form letter response.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,