Craniologie

Dear Commander [redacted] , I will honor the request to return the items You can either bring the items back to the store, or if you choose not to return to the store you may ship them to us and we will issue a refund on your credit card you used for the original purchase We will refund promptly upon receipt of the helmets Our shipping address is: North Main Street Unit A Breckenridge, CO Thank you

Hi, I am responding to the Revdex.com complaint
I did attempt to resolve this issue with the customer via e-mail, I have attached our e-mail exchange I would appreciate it if you would please review that e-mail
I believe the base issue here is that the customer is
attempting to return helmets for a full refund--when he came back to the store for the refund, he stated that the reason for wanting to return the items is that he found the items online for less money Our in-store return policy is printed on the physical copy of the receipt, which he stated that he had The return policy that he is referring to in his complaint is for items purchased at our online store which is called out in the policy stating "items purchased from craniologie.com"
The in-store policy states: We will accept unused merchandise in original packaging for exchange or store credit within days of original purchase Must present store receipt with return
We are a small, single store operation located in a mountain resort town We follow our manufacturers MSRP and are not attempting to partake in any unfair business practices
I don't feel that we have done anything wrong, we are following our store policies I am open to discussing how to resolve this issue with the customer

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
After I purchased these helmets, I was at another Ski store (Colorado Ski and Golf in Colorado Springs) to pick up ski's I had purchased for my daughter and looked at the helmets I had bought from Craniologie while I waited.  I found that there were items in the helmet box, from the manufacturer, that I did not receive, even though I asked for the box and was flat out LIED to and told there was nothing in there.  I am sure that Craniologie does this on purpose to make people feel they are getting something extra, in this case a Craniologie helmet bag, when the manufacturer includes one but Craniologie doesn't give it to you.  They also don't give you the written fit instructions and warranty info. Had I not read the warranty info I would not have known that Smith helmets will GIVE you a new helmet if your damage yours in a crash within 3 years.  This is something that I feel Craniologie also leaves out so they will get more business if you crash on the slopes and damage your helmet.  At that point, I was extremely upset with Craniologie's customer service and the fact that the clerk LIED straight to my face.  I expect anyone else would feel the same in that situation.  At that point I decided to return the helmets to Craniologie. Since I was going Skiing the next weekend, I looked online that night and found helmets, which were in fact cheaper, and ordered them so they would arrive in time for our trip.  Once at the store I was informed of Craniologie's return policy, which was only store credit/exchange.  I voiced my customer service displeasure with the manager THAT DAY and in our discussion, I also admitted that I had found them cheaper online.  He agreed to a refund, only to call back afterwards and change his position because of the owner.  Not being to satisfy my Customer Service complaint, I went home and researched the Colorado Consumer Protection Act and whole heartedly feel that Craniology violated the CCPA by LYING to me when I asked for the box and was told there was nothing else in there.  I do not want to deal with a company with this type of dishonest policy…period!  
 
They did offer to give me the items they withheld.  I refused.  To me, this is like having your neighbor steal something of yours and then when you see it in their house, they offer to give it back since you caught them.  I do not want to deal with a dishonest company and wish to return the items purchased.  Since I did modify one of the helmets by placing my own headphones into the ear flaps and modifying the ear foam to fit my specific headphones before I found out about the withheld items, I am not trying to return that helmet.
 
I know this company is willing to accept returns and give refunds as they offer it on their website orders.
 
Only a refund for the 3 Smith Helmets will be satisfactory.  Craniologie may not feel they have done anything wrong, but LYING to your customers about manufacturer items in order to push your own product, or increase your sales, is most definitely wrong!
Regards,
[redacted]

Dear Commander [redacted],
I will honor the request to return the 3 items.  You can either bring the items back to the store, or if you choose not to return to the store you may ship them to us and we will issue a refund on your credit card you used for the original purchase.  We will refund promptly upon receipt of the helmets.
Our shipping address is:
101 North Main Street
Unit A
Breckenridge, CO 80424
Thank you.