Cozy Winters

[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 6 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,
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Dear Revdex.com,There is absolutely nothing we can do for this consumer until they return the products that they still have possession of. They have been issued a RMA # for the return. Once returned, if they are found to be defective we can either warranty the items and send them working product, or we can make an exception to the policy that the consumer agreed to when placing their order and issue a courtesy store credit as mentioned before.Thanks and Sincerely, [redacted] Director of Customer Service CozyWinters.com

Dear Revdex.com,We have extensively researched our records, email logs, and phone logs and cannot find any indication that the Consumer had contacted us on January 15 or around that date, or any other time before January 27, using the email address or phone number listed in their order for a return request. Since they may have used a different phone number than what is listed in their order, we had requested the phone number that the consumer called from. The consumer did supply us with her husbands phone number and a search of that number showed a first call to us by the number on January 29, 2015. If the consumer can supply us with the phone number that they claim that they called from on or around January 15, then we can search our phone records and recordings to see if they did contact us about a return on or about January 15 and listen to the conversation between the consumer and our staff, but as of now we show no indication that has happened.Also, there seems to be some confusion about the cost of the hand warmers that the consumer purchased. The price was $69.95 each, which amounts to $139.90... Not $239.85. There was also a pair of spare batteries for heated gloves in the order for $99.95. There has never been a request to return the spare batteries, nor any indication that there was any warranty issue with the spare batteries.There also seems to be a contradiction from the consumer about the understanding of our store policy. Below is the first email we received from the consumer on January 27, 2015, where the consumer acknowledges that she understood that she was clearly past the 30 day return period, as it had been 40 days since the purchase until the time the consumer was making the request to return. In that email no reference to prior requests was made.Until we can clear up the issue about the initial contact date there is nothing further that we can do, except to continue to stand behind our product and offer a Warranty replacement of the hand warmers, or the exception to our store policy, that we offered the consumer for a store credit. As of this date we still have not received the product back for testing and evaluation, so nothing further can be done as long as the product is in the consumer's possession.==================================Email from Consumer:==================================<[redacted]> Subject: Return RequestDate: Tue, 27 Jan 2015 09:24 pm (12 hours ago) The data submitted by the customer is below:Order Number: [redacted]Full Name: [redacted]Email Address: [redacted]Phone: ###-###-####Reason for Return: Neither of the Battery Heated Hand Warmers holds a charge for more than two hours, nor gets warm enough at any point to offset the effects of Reynaud's syndrome.Your Message: As both warmers were given as holiday gifts & had to be transported from the recipients back to me once determined to not work correctly, it was not possible to adhere to the 30 day timeframe for returns. It has been 40 days since purchase, which I should hope will be sufficient. Thank you.==================================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. Even if we go with the consumer's timeline of placing the order and when the request for return was made, that is still 31 days after the purchase. 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 of that particular model of jacket that he needed was sold out and no longer available. We never said that all Large jackets were sold out. We have plenty of large heated jackets available and have been trying to work with the consumer to find a suitable replacement.Here are a list of heated jackets that are available in Large:[redacted]
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[redacted]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

Dear Revdex.com,Consumer placed order on December 15, 2014. Order was shipped on December 17, 2014 and tracking indicates order was received by Consumer on December 22, 2014. The Consumer did not contact our Customer Service about warranty issues until January 28, 2015. Store Return Policy is 30-days...

[redacted]. Since January 28, 2015 is clearly beyond the 30-day return period, only Warranty Service is available. This would involve testing product and replacing anything that is not functioning to Manufacturer standards. We have also offered an exception to the Warranty Service and offered store credit if Consumer wants to return the product and forgo the warranty service. As 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 matter. Thanks 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 correspondence. When 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 used. At that point we wait for the credit card companies to contact us and we deal directly with them. Until 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 communication. Thanks and Sincerely, [redacted] Director of Customer Service CozyWinters.com