Cozy Winters

Thanks for sharing your feedback and concerns with usWe take all feedback seriously and use it when appropriate to improve our customer's experienceThe consumer sent a request to exchange the product for a different size, days after the purchase datePer our day return policy: "After days all sales are final."We made an exception to the policy to allow the consumer to return the product for exchange for another sizeAccording to the policy, we could have refused a return or exchange of the product since the request was outside the days, but we felt this was reasonable to assist the customer to have a properly fitting product.By the time the consumer returned the product, the size that he needed was sold out and no longer availableWe offered the consumer the following options:1) Per our Day Return Policy, the item can be returned to you.2) An additional exception is a store credit The store credit can be used to purchase any item on our websiteAdditional, as the consumer points out, the product that was returned to us was USED and NOT ResellablePhotos of the product were emailed to the consumer to show the condition of the product and how it was returned to us was not in new, unused, sellable conditionAs per the terms of the exchange exception that was granted to the consumer, all items must be returned in new, unused, sellable condition, in the same condition as they were sent, in the original manufacturer's packaging (including the box the item was shipped in or a comparable shipping box), with all paperwork, parts and accessories to ensure full creditWe could have refused the exchange of the product and returned it to the consumer, since it did not meet the policy that the consumer agreed to when placing his orderAgain, we are offering an exception to this policy and allowing the consumer the option to take a store credit.If the consumer choses to take the store credit we are happy to assist to find a comparable or better product and offer a discount on a new item to fill his needsWe have MANY other products that are very similar to the product that the consumer originally purchased.We are still waiting on the consumer's decision as to which of the two options he would like to take.Meanwhile, the consumer did a chargeback with his credit card company, which is still pending, so there is nothing further we can do until the chargeback has been closed, at which time we can assist the consumer with his next steps.We have been making exception, after exception to help this consumer.Thanks so much for allowing us to explain our position on this matterThanks and Sincerely, [redacted] Director of Customer Service CozyWinters.com

Thanks for sharing your feedback and concerns with usWe take all feedback seriously and use it when appropriate to improve our customer's experience.As mentioned before, CozyWinters.com assumed the cost of the used merchandise The used merchandise was not part of any deduction, only the shipping fees which were outlined in the Terms and Conditions of the sale.Thanks so much for allowing us to explain our position on this matter, and we do regret any trouble you had as we expressed personally in prior communicationThanks and Sincerely, [redacted] Director of Customer Service CozyWinters.com

Dear [redacted] ,Thanks for your patience as we sorted through the details of your situation per your Revdex.com correspondenceWhen you originally contacted us about the chargebacks with your credit card companies, our staff was under the impression that you had chargebacks with BOTH of the credit cards that you usedAt that point we wait for the credit card companies to contact us and we deal directly with themUntil you contacted us through the Revdex.com we were unaware that ultimately only one chargeback had been processed, and that the second one was closed, thus we were still waiting on the chargeback notice on the second credit card, and that's why we did not proceed with the refund of the second credit card.Once you clarified that the chargeback with the second credit card was no longer active, we proceeded with the refund of the second credit card.Thanks so much for allowing us to explain our position on this matter, and we do regret any trouble you had as we expressed in prior communicationThanks and Sincerely, [redacted] Director of Customer Service CozyWinters.com

Dear Revdex.com,Consumer placed order on December 15, Order was shipped on December 17, and tracking indicates order was received by Consumer on December 22, The Consumer did not contact our Customer Service about warranty issues until January 28, Store Return Policy is 30-days [redacted] Since January 28, is clearly beyond the 30-day return period, only Warranty Service is availableThis would involve testing product and replacing anything that is not functioning to Manufacturer standardsWe have also offered an exception to the Warranty Service and offered store credit if Consumer wants to return the product and forgo the warranty serviceAs of this date, we have not received the product in order to perform any testing, warranty service or to issue a Store Credit.Thanks so much for allowing us to explain our position on this matterThanks and Sincerely, [redacted] Director of Customer Service CozyWinters.com

Thanks for sharing your feedback and concerns with usWe take all feedback seriously and use it when appropriate to improve our customer's experience.It's always good to understand how consumers interpret the terms and conditions of our policies.The policy that the consumer agreed to when placing their order clearly states:"All items must be returned in new, unused, sellable condition, in the same condition as they were sent, in the original manufacturer's packaging, with all paperwork, parts and accessories to ensure full creditReturned items that are soiled, damaged or missing parts are not eligible for a refundWe are not obligated to accept returns if the item is not in the same condition as it was sent."The written policy aside, we have always had a fairly forgiving unwritten return policyWe do NOT sell used productIf a jacket comes back from a consumer that is no longer in NEW condition we will often donate that product to the Coats For Kids program, so someone less fortunate has a jacket for the winterWhere we draw the line is when product is returned to us that is not only used, but soiled to the point where it is not suitable even for donating, and a possible safety hazard for those handling the product.If the consumer is willing to have the jacket professionally cleaned, we will authorize a return for full credit, so we can donate the jacket to someone who needs it.Thanks so much for allowing us to explain our position on this matterThanks and Sincerely, [redacted] Director of Customer Service CozyWinters.com

Thanks for sharing your feedback and concerns with usWe take all feedback seriously and use it when appropriate to improve our customer's experience.The merchandise from order [redacted] was received on 2/10/15; final test results found the gloves, batteries and charger performing to manufacturer specificationsNo defects were foundHowever, the merchandise returned were used and cannot be resoldThe merchandise from the replacement order [redacted] was received on 3/2/and the receipt of this merchandise allows CozyWinters.com to issue a credit to order [redacted] Credit was issued to the customer on 3/16/in accordance to our return policyCredit was the product total less the free shipping offerThe free shipping offer applied as the merchandise returned was not defectiveCozyWinters.com assumed the cost of the pre paid return shipping label for order [redacted] and the cost of used merchandiseOur Free Shipping Offer, is indeed an "offer", with a few conditions that are clearly outlined in our Store PoliciesWe make no effort to hide or disguise the terms of the offerThis policy has been in place and successfully served thousands of customers for over years without changePart of the offer is CozyWinters will deduct the actual shipping and handling costs from any return that originally received our "Free Shipping Offer"By choosing this shipping option the consumer is also agreeing to the terms and conditions of the "offer"If the consumer keeps their order, then they have a savings of the Shipping and Handling costsIf they return the item for refund, then, per the terms of the "offer", the outbound shipping and handling costs will be deducted from the refundThis offer is no different than thousands of other websites.My research indicates that we followed all of the terms for issuing the refund per the policy that the consumer agreed to when placing their order.Thanks so much for allowing us to explain our position on this matter, and we do regret any trouble you had as we expressed personally in prior communicationThanks and Sincerely, [redacted] Director of Customer Service CozyWinters.com

Dear Revdex.com,Consumer placed order on 11/25/Order was shipped on 11/27/Consumer requested to return the product on 1/5/Normally we have a 30-Day Return Policy (https://cozywinters.com/helpdesk/returns.html), but during the Holidays we know consumers are buying gifts and need an extended period of time to return a product, so this order qualified for our extended return period, which expired on January 3, So the option to return for a refund no longer applies after January 3, 2018, for an order that was placed on 11/25/We did however offer the consumer an exception to return the product for Store CreditA Store Credit has been issued to the consumerSincerely,CozyWinters Customer Care

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me, based on the claims made by the business, Since they have been telling me for the past months that they were going to refund my money and never did I will wait until the credit card company verifies that the money has been returned to my account before I agree that this has been resolved Regards, [redacted] ***

Complaint: ***
I am rejecting this response because:The third pair of gloves were unopened in the original wrapper - how could they not be re-sold? It was sent back because they did not ship the AC adapter to even be able to charge the gloves in order to use them(this coupled with previous problems, prompted me to sever ties with this company). The second pair was DEFINITELY defective as the left hand glove kept intermittently shutting off - I worked with *** *** on this problem and it should be documented in the call historyIf they did not test further than just seeing that they "turned on" and warmed up, they would not have discovered that*** *** wad the customer service person who instructed me to return themThey had ask that I label the batteries and do extensive testing myself, by exchanging and making records of the results, but that is their responsibility to discover the problem, not mineI purchased gloves that are expected to work - they did not
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

Complaint: ***
I am rejecting this response because: this business still refuses to acknowledge that our first contact with customer service was approximately Jan15, 2015, roughly 2-weeks after giving what turned out to be ineffective products to relatives as holiday gifts on Dec24, 2014. When my husband made this initial call to customer service, the representative offered a few ideas to try to get the product to work better, & we passed these ideas along to the gift recipients. He assured my husband that if the hand warmers still did not work well, that they could be returned for a full refund. I was 100% up-front with this company when contacting them a second time, on Jan27, 2015, about the history & circumstances of the order, as they were purchased as holiday gifts. Gift recipients felt that they were communicating their dissatisfaction to us in as timely a manner as possible, including ultimately returning the hand warmers to us. In turn, we took subsequent steps to resolve the matter & ultimately attempt to return the ineffective products to this business as quickly as was possible under the circumstances of these products being holiday gifts. By refusing to accept these ineffective products for anything less than a full refund amounts to thievery. I have been a customer for several years and have recommended the battery-operated ski gloves that they sell to many people. Apparently, customer loyalty doesn't mean as much to them as sticking me with $worth of crappy products, or holding my money hostage on the hope that I'll buy more products from them after they have treated me disrespectfully. I maintain that the only acceptable outcome of this dispute is a full refund to the credit card I used for purchase. I have also now filed a dispute with my credit card company, and let them know that I am dissatisfied with the merchandise that I received. Hopefully, this business will quickly understand that they are going to waste more than $of their time fighting me about this, and issue the rightful refund that they should have issued in the first place
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

Complaint: ***
I am rejecting this response because:As evidenced by the chain of emails below, I gave CozyWinters two phone #'s from which my husband likely placed his approxmid-Jancall to customer service. One is his cell, & one is our home #. On Jan29, I spoke with CozyWinters using my home #***, so this means that CozyWinters has yet to check their records for contact from my husband's cell #. Perhaps they should have done so before responding. CozyWinters is correct about the total amount of FULL REFUND that I request. There may have been some confusion due to the batteries that also were part of the original order. If CozyWinters simply would promise in writing to refund my credit card for the inadequate products that they sold to me to give as gifts to relatives, I would be happy to ship their useless products back them at my own expense. However, I will not return the products without such a promise. I am not interested in warranty repairs at this point (I don't believe these warmers need a repair, they simply do not work well). We already have purchased replacement holiday gifts for our relatives...similar products which actually work as advertised. The product CozyWinters "stands behind" simply does not operate as promised on the website. I was formerly a very happy customer of CozyWinters for several years, & their records should show several purchases of battery-operated ski gloves & replacement batteries for the gloves. I used to regularly recommend their products to others, too. However, their insistence that I be stuck with their poor business choice to sell sub-par hand warmers & then spend more of their own time & resources fighting with me to make me keep these crappy products than the products probably are actually worth is really unbelievable. The solution is simple: CozyWinters promises me a credit card refund in writing. I ship products back at my own expense. CozyWinters issues the promised refund to my credit card. I then promise that I will never ever bother this company again by trying to enhance their profits by buying their products for myself or as gifts for others. E-Mail chain from 1/29/15?I never said my husband called on 12-24-14. That was the date that the
warmers were given as presents to our relatives. As stated, it was at
approx2+ weeks thereafter before they told us the warmers were not working
correctly. My husband does not recall the exact date that he called
customer service, but knows for certain it was during the first half of Jan
He called from either *** or ***.-----Original
Message----- From: CozyWinters.com Customer ServiceSent: Thursday,
January 29, 4:PMTo: ***Subject: Re: Return
Request***,Correction: What phone number did your husband call
from on 12/24/2014?________________________________*** ***,
ManagerCozyWinters.com Customer Service1-800-340-1528***On
Thu, Jan 2015, ***
wrote:> ***: below is the complaint that I just made to the Better
Business> Bureau. I'll also be contacting my credit card co. I remain
open to> resolving this matter, for a full refund, & dismissing these
complaints.> I think that would be easier on both you & I, but the
choice is yours to> make.>> Best of luck, ***
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

Dear Revdex.com,Consumer placed order on 1/6/Order was shipped on 1/8/Consumer returned the product and a refund was issued on 1/26/18, minus the $shipping fees as noted on their original Receipt. The order did qualify for our "Free Shipping Offer" which is a discount for the shipping
feesThis was the shipping option that the consumer chose when placing their orderPlease see the attached screenshot of the consumer's order confirmation. Per the Return Policy (***) that the consumer agreed to when placing their order "Customer choice returns will have initial actual shipping costs/fees deducted from any return that originally received our Free Shipping Offer."We have confirmed that the consumer was given the correct refund per the return policy that they agreed to when placing their order.Sincerely,CozyWinters Customer Care

Dear Mr***,I have researched your order history and want to sincerely apologize for the way your situation was handledThe person who initially started working on this did not handle your claim as he was trained to doHe is no longer with the companyThe person who took over the claim
seems to have misunderstood the situation, but as you pointed out, we should have filed the claim with *** on your behalf. I have made certain that a replacement shipment with the products that you ordered was shipped out to youYou should be receiving them in a few days.Meanwhile, if there is ANYTHING else you need, please feel free to contact our CEO at ***.Thank you for being our customer and again we sincerely apologize for the way your claim was handledIt is not our policy to handle claims in the manner that it was handled.Thanks and Sincerely, *** Director of Customer Service CozyWinters.com

Thanks for sharing your feedback and concerns with us. We take all feedback seriously and use it when appropriate to improve our customer's experience. The consumer sent a request to exchange the product for a different size, 34 days after the purchase date. Per our 30 day return policy:...

 "After 30 days all sales are final."We made an exception to the policy to allow the consumer to return the product for exchange for another size. According to the policy, we could have refused a return or exchange of the product since the request was outside the 30 days, but we felt this was reasonable to assist the customer to have a properly fitting product.By the time the consumer returned the product, the size that he needed was sold out and no longer available. We offered the consumer the following options:1)  Per our 30 Day Return Policy, the item can be returned to you.2)  An additional exception is a store credit.  The store credit can be used to purchase any item on our website. Additional, as the consumer points out, the product that was returned to us was USED and NOT Resellable. Photos of the product were emailed to the consumer to show the condition of the product and how it was returned to us was not in new, unused, sellable condition. As per the terms of the exchange exception that was granted to the consumer, all items must be returned in new, unused, sellable condition, in the same condition as they were sent, in the original manufacturer's packaging (including the box the item was shipped in or a comparable shipping box), with all paperwork, parts and accessories to ensure full credit. We could have refused the exchange of the product and returned it to the consumer, since it did not meet the policy that the consumer agreed to when placing his order. Again, we are offering an exception to this policy and allowing the consumer the option to take a store credit.If the consumer choses to take the store credit we are happy to assist to find a comparable or better product and offer a discount on a new item to fill his needs. We have MANY other products that are very similar to the product that the consumer originally purchased.We are still waiting on the consumer's decision as to which of the two options he would like to take.Meanwhile, the consumer did a chargeback with his credit card company, which is still pending, so there is nothing further we can do until the chargeback has been closed, at which time we can assist the consumer with his next steps.We have been making exception, after exception to help this consumer.Thanks so much for allowing us to explain our position on this matter. Thanks and Sincerely, [redacted] Director of Customer Service CozyWinters.com

Thanks for sharing your feedback and concerns with us. We take all feedback seriously and use it when appropriate to improve our customer's experience.The merchandise from order [redacted] was received on 2/10/15; final test results found the gloves, batteries and charger performing to manufacturer...

specifications. No defects were found. However, the merchandise returned were used and cannot be resold. The merchandise from the replacement order [redacted] was received on 3/2/15 and the receipt of this merchandise allows CozyWinters.com to issue a credit to order [redacted]. Credit was issued to the customer on 3/16/15 in accordance to our return policy. Credit was the product total less the free shipping offer. The free shipping offer applied as the merchandise returned was not defective. CozyWinters.com assumed the cost of the pre paid return shipping label for order [redacted] and the cost of used merchandise. Our Free Shipping Offer, is indeed an "offer", with a few conditions that are clearly outlined in our Store Policies. We make no effort to hide or disguise the terms of the offer. This policy has been in place and successfully served thousands of customers for over 12 years without change. Part of the offer is CozyWinters will deduct the actual shipping and handling costs from any return that originally received our "Free Shipping Offer". By choosing this shipping option the consumer is also agreeing to the terms and conditions of the "offer". If the consumer keeps their order, then they have a savings of the Shipping and Handling costs. If they return the item for refund, then, per the terms of the "offer", the outbound shipping and handling costs will be deducted from the refund. This offer is no different than thousands of other websites.My research indicates that we followed all of the terms for issuing the refund per the policy that the consumer agreed to when placing their order.Thanks so much for allowing us to explain our position on this matter, and we do regret any trouble you had as we expressed personally in prior communication. Thanks and Sincerely, [redacted] Director of Customer Service CozyWinters.com

Thanks for sharing your feedback and concerns with us. We take all feedback seriously and use it when appropriate to improve our customer's experience.It's always good to understand how consumers interpret the terms and conditions of our policies.The policy that the consumer agreed to when placing...

their order clearly states:"All items must be returned in new, unused, sellable condition, in the same condition as they were sent, in the original manufacturer's packaging, with all paperwork, parts and accessories to ensure full credit. Returned items that are soiled, damaged or missing parts are not eligible for a refund. We are not obligated to accept returns if the item is not in the same condition as it was sent."The written policy aside, we have always had a fairly forgiving unwritten return policy. We do NOT sell used product. If a jacket comes back from a consumer that is no longer in NEW condition we will often donate that product to the Coats For Kids program, so someone less fortunate has a jacket for the winter. Where we draw the line is when product is returned to us that is not only used, but soiled to the point where it is not suitable even for donating, and a possible safety hazard for those handling the product.If the consumer is willing to have the jacket professionally cleaned, we will authorize a return for full credit, so we can donate the jacket to someone who needs it.Thanks so much for allowing us to explain our position on this matter. Thanks and Sincerely, [redacted] Director of Customer Service CozyWinters.com

Dear Revdex.com,Consumer placed order on 11/25/17. Order was shipped on 11/27/17. Consumer requested to return the product on 1/5/18. Normally we have a 30-Day Return Policy (https://cozywinters.com/helpdesk/returns.html), but during the Holidays we know consumers are buying gifts and need an extended...

period of time to return a product, so this order qualified for our extended return period, which expired on January 3, 2018. So the option to return for a refund no longer applies after January 3, 2018, for an order that was placed on 11/25/17. We did however offer the consumer an exception to return the product for Store Credit. A Store Credit has been issued to the consumer. Sincerely,CozyWinters Customer Care

Thanks for sharing your feedback and concerns with us. We take all feedback seriously and use it when appropriate to improve our customer's experience.As mentioned before, CozyWinters.com assumed the cost of the used merchandise.  The used merchandise was not part of any deduction, only the shipping fees which were outlined in the Terms and Conditions of the sale.Thanks so much for allowing us to explain our position on this matter, and we do regret any trouble you had as we expressed personally in prior communication. Thanks and Sincerely, [redacted] Director of Customer Service CozyWinters.com

Complaint: [redacted]
I am rejecting this response because:I placed the order on December 11, 2014 after business hours - 8:04 PM.  Therefore, the order was received by Cozy Winters on 12/12/14.The return request was submitted using Cozy Winter's process on Jan 12, 2015 - 30 days later.  It took me multiple attempts to contact Cozy Winters for the return, as they failed to contact me back.  Then once I finally did achieve contact with a [redacted] in customer service, they failed to provide me the RMA number as they stated they would on the 13th.  It wasn't until Jan 20th, after multiple emails and phone calls on my part to Cozy Winters, that I finally received my RMA information, which I cannot send the product back without.I immediately sent the product back the next day, Jan 21st, and the shipment was received promptly by Cozy Winters on Jan 23rd per tracking number [redacted].No response was received from Cozy Winters on the return, or the exchange until I had to contact them one again, on Feb 19th.  At which time they claimed no receipt of the package.  I then had to go provide proof to them, of their error in losing the package on their dock.  I would highly doubt that the jackets were sold out in the large size on Jan 23rd, the date they received the package.  Due to their delay, and losing the package until March 2015 - at that time, March 2015, I believe they are stocking out of the jackets.  It was agreed on Jan 12th, that Cozy Winters would exchange the product for the size large. It is clear that Cozy Winters is not interested in customer satisfaction.  If they can provide a comparable Jacket in large size, as agreed upon with the exchange, I would consider that for exchange to be done with this company - the woman I spoke to on the phone, however, stated that they no longer carried any jackets in size large.  Has this changed?
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]