DNA Business Footwear

Revdex.com: At this time, my complaint, ID [redacted] regarding DNA Business Footwear has been resolved (By clicking "OK", your complaint will be closed as Resolved.) Sincerely, [redacted] **

Good morning!
We have attempted to resolve the dispute with the customer by kindly explaining that the items the customer received were not sold by us at all which they then changed the name of the item they receivedWhen we asked to be provided a picture of the box the merchandise
was shipped in, we only received a picture of the label
The weight on the label is automatically generated by an inventory system with inaccurate weight values for merchandiseThe adjustments in weight are billed to our corporate account via *** and, as such, the weight on the label is not a reliable indicator of the package weightAn example of this is that the boots the customer ordered are somewhere in the 4-lbs range
I have provided attachments depicting the conversation the customer has had with us which has been documented through our integrated *** accountThe customer also filed a claim with *** since the shoes were purchased through our *** Marketplace and *** declined their claim, which I have also attached to this submission
Please review the details and let us know if you need anything else from us, thank you

Thank you for contacting us about this issueWe understand that your invalid coupon code was accepted by our system but the funds were not deducted from your accountOnly a pending hold was placed on the
funds and this was explained on the checkout page
We have a human review system to verify the transactions submitted to our website and this is the process through which your order was declined for use of the invalid promo code
It is the buyer's responsibility to read the details of the coupon as issuedWe offered to meet you half way with a 15% off promo code that was valid on sale itemsWe apologize if this was not enough

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
1.The items are still committed to keep by forwarding company in USA.At the beginning, I suspected the seller send me wrong items,so I required forwarding company to take a photo as complaint evidence.Because of the staffs' error, they provided an error photograph, the next day they corrected,Immediately I also explained in an email to DNAFootwear's customer service.The photo Contains all the information the seller need except the box
2.The seller explain the weight is automatically generated by system,So please shows the system data to prove what he said is true.Or I will have more reasons to doubt the seller is likely to send an empty box with untruthful heightForwarding company will not also can't unpacking inspection without my consent,it causes I have not been able to contact the seller at first
3.*** closed my claim because they don't assist with a marketplace order that is shipped to a freight forwarder.The last time I sent an email to customer service, they said they will investigate delivery record,but no news so far
4.In conclusion,I have certain responsibilities,I still think the main reason is that the seller send the wrong items,although my evidence is only that the weight isn't match.Despite explained so much, they do not give valuable evidence to provide they haven't sent the wrong goods.So, I can't accept the business's response
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** **

Revdex.com:
At this time, my complaint, ID [redacted] regarding DNA Business Footwear has been resolved.
(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,
[redacted]

Review: I purchased a pair of "hunter" rainboots from this site on 3/*/14. They are $140 but on their home page they had a code to use for 30% off your order. I put in the code, it was accepted and I have my receipt for a total cost o $98.00. Then, today I received an email informing me that they cancelled my order because the 30% was only supposed to be for sale items. When I called to inquire, the girl told me she would give me 15% off. I ordered the boots again because I need them for a gift, soon. The total cost is now $129.56. This doesn't sound fair. Can they change a committment like that? It isn't my fault they originally accepted the code. I am hoping to resolve this with $31.56 refund.Desired Settlement: I would like to see an adjustment on my bill of $31.56. Thank you.

Business

Response:

Thank you for contacting us about this issue. We understand that your invalid coupon code was accepted by our system but the funds were not deducted from your account. Only a pending hold was placed on the funds and this was explained on the checkout page.

We have a human review system to verify the transactions submitted to our website and this is the process through which your order was declined for use of the invalid promo code.

It is the buyer's responsibility to read the details of the coupon as issued. We offered to meet you half way with a 15% off promo code that was valid on sale items. We apologize if this was not enough.

Review: This store is an authorized UGG dealer and sold me fake counterfeit UGGS for the cost of authentic ones and are still saying they are real when I have proof from the official UGG corporation in several emails.

I went to this store 4 times exchanging pairs for a new one because they were either damaged or dirty or too small.

I went there with my proof and email from a current employee at the deckers company which is UGG yesterday 1/8 and spoke to the store manager and showed her the emails and explained that they are fake and I just want my money back. She refused to give me a refund only another exchange which I do not want or a store credit which I also do not want. This is illegal and regardless of there refund policy they should not sell counterfeit UGGS that right their should void any policies that they may or may not have. I just want my money back and do not want this to happen to anyone else. I have shared my experience on social media and have had several people contact me with similar issues with the same store and or company. They need to be stopped and immediately.Desired Settlement: I just want my full refund back so I can order a pair of real UGGS directly from UGG online and I also do not want them to sell fake UGGS or any other shoes etc… to anyone else. Please help me get my money back and stop them from fraud. Thank you!

Business

Response:

We regret that this customer was not able to find a pair of UGG boots in our existing stock which worked for her. We tried several times to offer alternatives within our return policy, but none were acceptable. An escalation was submitted on Friday, January * for our Customer Service Manager to get in touch with her when we returned to the office on Monday, January **. However, in-store and over the weekend, this customer made very public allegations that we sell fake UGG merchandise, and she had received confirmation of her beliefs from an UGG customer service representative who had seen pictures of her boots and said they didn't look right to her. The proper procedure at UGG would have been for that representative to forward the customer's inquiry to UGG's Brand Protection department, which was not what happened. As a result of these allegations, we needed to take legal precautions before directly addressing the customer at all. These precautions included consulting with our legal team and reaching out to our contacts at UGG to launch an investigation and obtain support. We needed to make sure that they had sent us 100% Authentic products before we made any further statements at all, and before we were allowed to contact the customer in any way. Graham T[redacted] the head of Brand Protection at UGG, told us that the products were authentic, were of the quality they expected from any product made by hand from natural materials, and that the customer service representative who had originally given the customer incorrect information should never have done so, as Graham himself is of the level of brand protection awareness that would allow him to accurately assess the authenticity of a product over photos, and this representative was not. I have CC'd Graham T[redacted] and Lisa B[redacted] on this message and you may reach out to them for confirmation as you investigate this claim. We always intended to get in touch with the customer as soon as it was made clear to her by UGG that the products we sell are authentic, including those which were sold to her. We also wanted to make sure we could take care of her and get her a refund as an exception to our return policy, as it was clear that she was no longer interested in continuing to shop with us. We were willing to issue the refund ourselves, but UGG was anxious to take care of her, as well, so we gave them the opportunity to do so. We communicated with the customer through direct messages on Facebook, in which we expressed our desire to speak with her and make sure she was taken care of. We have been in touch with UGG to make sure she was given a full refund as well as the assurance that her claims that DNA Footwear was selling fake products were inaccurate. The customer is now fully aware of the fact that our products were authentic, and has received a refund in full. We still hope that she will contact us at the number we provided so we can make absolutely sure that she feels taken care of by our business. DNA Footwear has been serving the Brooklyn community for 10 years, and we care very much about our customers.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that there response is not entirely true. I was given writen proof from 2 different employees and only acted on what was confirmed to me. It took some time but I was refunded and that was the reason for my complaint so I do believe the matter has been resolved.

Sincerely,

Review: I‘m a customer online buyer from China.I have bought a pair of boots from DNAFootwear.com, and asked a forwarding company to collect my package.But I received ‘shoe laces’ instead of my original request ‘Red Wing Unisex Round Toe U 9111 - Copper.I have sent several e-mails asking the seller to check the shipping record,but they don't admit the fact that send the wrong items without evidences by now.On another hand,[redacted] shows the package(including shoe box ) which they sent is only 1 lb(obviously less than),that is inconsistent with the official data(net weight:1.9 lbs).Desired Settlement: I just want my merchandise to be sent to me in full and good condition asap.

Business

Response:

Good morning!

We have attempted to resolve the dispute with the customer by kindly explaining that the items the customer received were not sold by us at all which they then changed the name of the item they received. When we asked to be provided a picture of the box the merchandise was shipped in, we only received a picture of the label.

The weight on the label is automatically generated by an inventory system with inaccurate weight values for merchandise. The adjustments in weight are billed to our corporate account via [redacted] and, as such, the weight on the label is not a reliable indicator of the package weight. An example of this is that the boots the customer ordered are somewhere in the 4-5 lbs range.

I have provided attachments depicting the conversation the customer has had with us which has been documented through our integrated [redacted] account. The customer also filed a claim with [redacted] since the shoes were purchased through our [redacted] Marketplace and [redacted] declined their claim, which I have also attached to this submission.

Please review the details and let us know if you need anything else from us, thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

1.The items are still committed to keep by forwarding company in USA.At the beginning, I suspected the seller send me wrong items,so I required forwarding company to take a photo as complaint evidence.Because of the staffs' error, they provided an error photograph, the next day they corrected,Immediately I also explained in an email to DNAFootwear's customer service.The photo Contains all the information the seller need except the box.

2.The seller explain the weight is automatically generated by system,So please shows the system data to prove what he said is true.Or I will have more reasons to doubt the seller is likely to send an empty box with untruthful height. Forwarding company will not also can't unpacking inspection without my consent,it causes I have not been able to contact the seller at first.

3.[redacted] closed my claim because they don't assist with a marketplace order that is shipped to a freight forwarder.The last time I sent an email to customer service, they said they will investigate delivery record,but no news so far.

4.In conclusion,I have certain responsibilities,I still think the main reason is that the seller send the wrong items,although my evidence is only that the weight isn't match.Despite explained so much, they do not give valuable evidence to provide they haven't sent the wrong goods.So, I can't accept the business's response

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

Sincerely,

Consumer

Response:

At this time, my complaint, ID [redacted] regarding DNA Business Footwear has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,