Durango Harley Davidson

Complaint: [redacted] I am rejecting this response because: The assumed wear and tear is not accurateI am still requesting a full refund as per your policy, at which point you can return them for your stores' credit from your supplierIn response to Harley Davidson Corporate agreeing with you, that is falseI spoke with a woman that was in fact, in the motor division, and was told it was not her departmentI am, once again, requesting a full refund or I will, at that point, take this matter furtherYour policy states days, with no exception on boots Regards, [redacted] [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]

I have reviewed this situation with our staff and have discovered the following:We have already communicated with the complainant and told her that the shoes had been returned in a condition that made it impossible to cleanup and resale If we could have cleaned them up we would have been more than willing to exchange the shoes The shoes showed obvious signs that indicated they were worn more than just a little.Harley-Davidson corporate has also talked with the complainant and explained the same to herWe are Gold Bar and Shield winners with Harley-Davidson which means among many things that our store provides excellent customer service Our staff is trained in customer service communications and skills We try very hard to give that experience to all our customers We are sorry that she is unhappy with the experience but feel we have done the right thing in this situation

Complaint: ***
I am rejecting this response because:Their sales receipt clearly states that there is a day return policy, of which I am compliantBoots are not listed as an item that cannot be returnedI am requesting at this time for a full refundThe Durango Harley Davidson dealership can send them back to their providerThey are not honoring the policy they have set up
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]

I have reviewed this situation with our staff and have discovered the following:We have already communicated with the complainant and told her that the shoes had been returned in a condition that made it impossible to cleanup and resale.  If we could have cleaned them up we...

would have been more than willing to exchange the shoes.  The shoes showed obvious signs that indicated they were worn more than just a little.Harley-Davidson corporate has also talked with the complainant and explained the same to her. We are Gold Bar and Shield winners with Harley-Davidson which means among many things that our store provides excellent customer service.  Our staff is trained in customer service communications and skills.  We try very hard to give that experience to all our customers.  We are sorry that she is unhappy with the experience but feel we have done the right thing in this situation.

Complaint: [redacted]
I am rejecting this response because:
The assumed wear and tear is not accurate. I am still requesting a full refund as per your policy, at which point you can return them for your stores' credit from your supplier. In response to Harley Davidson Corporate agreeing with you, that is false. I spoke with a woman that was in fact,  in the motor division, and was told it was not her department. I am, once again, requesting a full refund or I will, at that point, take this matter further. Your policy states 30 days, with no exception on boots.
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]

Yes, we have a 30 day return policy as stated on our invoices and the policy does not exclude boots.  However, you cannot expect to return items that have been damaged to the extent that they cannot be resold.  You obviously wore the boots for sometime as there were stickers and small rocks in the soles.  The top of the boots showed substantial creasing and what appeared to us as water damage.  As I mentioned in the last response to you our manager tried to clean them up but in all good faith we could not and would not attempt to resale the boots to another customer showing that kind of wear and damage.  It appears as though you wanted us to rent the shoes to you so that they could be returned after you finished wearing them.  We do not have that kind of policy.  You called Harley-Davidson corporate and I know that they told you that they support our decision in this matter.  It is our hope that you will take the time to consider the economic impact on businesses and communities if customers expected what you are requesting.  Businesses would go out of business.