Eastman Footwear Group Inc.

This is additional information regarding the previous respondIm sorry
I do not have the email records of that discussionit was likely carried out on phone, and if that’s the case, our reps are trained to tell everyone we do not do repairs on premises and qc will replace the unit or issue a credit depending on if customer has receipt or not
all I have is attached email stating she had a “khombu” unit
khombu is a brand we make
if customer contacts khombu saying she has a khombu unit, that would not be our fault
below is a sample script we send to customers who email us:
Dear
We apologize for any inconvenience you’ve experienced with our productOur goal is to ensure all footwear meets customer satisfaction and we regret those instances when a particular product fails to meet that standard
Please send the defective pair, along with your Itemized receipt for a proof of purchase to:
*** *** ***
*** *** ***
** *** *** *** *** ***
*** *** ** ***
Please include your full name, shipping address (not a PO boxes),your email address, and a brief decription of the problem
Once we receive the defective pair, our quality control department will inspect them, and we will do our best to provide you with a replacement pair or Reimbursement in the event a Replacement can not be offeredAlso please be advised that we do not perform repairs on defective footwear
Thank you and once again our sincere apologies for your inconvenience
Regards,
Thanks,
**

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

We have issued credit for a total of $We feel this is a very equitable solution, we haven't even been provided a receipt showing the price paidNo further credit can be issued

We apologize for your inconvenienceYou have spoken with *** *** in our customer service department, and you had advised her that you were able to return the defective product back to the retailer for a full refund, we have therefore consider this matter closed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolvedA ridiculous amount of effort and a poor product that didnt last a weekmonths and over emails, plus Revdex.com interventionbut money has been refunded
Sincerely,
*** ***

Apparently the size was not available in our current stockWe have offered to give customer a credit, customer was emailed on 10/**/notifying about the credit

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:
I understand that the vast majority of issues you receive relate to wear and tear, however, the main complaint with this boot is not wear and tear but, rather, the claim you make that it withstands temperatures to below degrees, which it did notIf this business, indeed, valued and appreciated the business of their customers, they would make more of an effort to rectify matters rather than brush them off
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,*** ***

checks get processed every week and a half, and always get sent regular mailYou should have the check within 7-days

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
I will return the item along with the sale slip today, 1/**/2016Please do not close this until you hear from me that I have indeed received the refund.One more time, these people change their minds every other day and I still do not trust them

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:
I do not shop at ***, I do not want an *** Gift Card.I want a pair of boots that actually are waterproof or I want my money back. Period.If they need the boots back they can send me a mailing label and I will happy to return but onlyif I get new boots or my money back
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

etter Business Bureau:
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:
[I don't know what games are being played hereI have sent this company my address which, by the way, IS the same that is on file with the Revdex.com AND the same in my first email contact with the company! I have never had issues with my mail in the pastInterestingly, when I did resend my address, the next day I received a response asking for my phone number. I did not respond because I do not feel that my phone number is relevant/necessary and I do not want my phone number being exploitedIn addition, I prefer to have a paper trail of our communicationHowever, to my surprise, I received a phone call from the company the very next day, February *** wanting me to return the callHow did it get my number and what does this have to do with my money? I do not want this company calling my phone number as I prefer our communication to remain via email/paper trailThis company is now in possession of both the footwear I purchased and my money spent on the purchaseIs this legal? It is definitely unethical!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

If we receive a receipt showing the price and item we will issue a refundPlease coordinate with our customer service team and they will issue call tag, if receipt is not received there is nothing we can do, so I suggest you make a copy for yourself, or scan one in to our customer service department as well

In order for any reimbursement to even be considered we would need the unit back, and only then can we process a c laimAdditionally, if you claim you paid $and you can provide a receipt as such, then we will be agreeable to giving an *** credit for $This is more than fair

Customer was sent $by *** *** on 10/*/attached is the documentThe balance of $was sent today from *** This is more than a equitable solutionWe are considering this case closed at this time

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]
P { margin-bottom: 0.08in; } "We have issued credit for a total of $We feel this is a very equitable solution, we haven't even been provided a receipt showing the price paidNo further credit can be issued." --- This is both a complete lie and not what was agreed to.? This is another (fourth example) of compensation being offered in writing, accepted and then renegedand now the fifth blatant lie of an additional $after $was promisedneither $nor $additional was ever refundedThis is all part of an ongoing tactic to compensate with a product or gift card worth far less than the actual footwear, now excess emails (!!) and about monthsThis part of a strategy of giving the run-around and not following through in an attempt to wear down.? Since complaint filed.? *** *** ** ** *** ** * *** *** ***
** *** ** *** *** *** *** *** ** *** ** *** ** *** *** *** *** *** ** *** ***
*** ***
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*** *** *** ? ----- Of course this was NEVER RECEIVED, trash and spam of course checked.? ---- Oct **? at 3:PM --- I followed up after days not receiving my card“Please verify and responds with information to issuance” ? -- NO REPLY ---? --- Oct ** at 3:PM ??" I followup again now over a week waiting for the compensation ??" again “Your prompt reply is appreciated”? -- A REPLY CAME DAYS LATER ---- ? ? *** *** *** *** ** *** *** *** *** *** *** *** ***
*** *** *** *** *** *** *** ** *** *** ** *** ** *** *** *** *** ***
*** *** *** ***
*** ***
*** *** *** ***
*** *** *** *** * *** ***
*** ***
*** ***
*** *** ***? --- THIS IS THE SAME MANAGER WHO I HAVE BEEN TRYIONG TO GET TO REPLY AND HAD SENT THE LAST MESSAGE SAYING I WAS BEING CRTEDITED $----? -- AS REQUESTED I REPLY EMAILING THE MAANGER AGIN DIRECTLY ---- Oct ** at 10:AM ---“I have not received this card, its been over another weekReply at nearest convenience with any infoI would like to finish all this after monthsIf it was sent it is not in spam nor inbox.”? -- AND AGAIN NO REPLY FROM THIS MANAGER ---- but did seem to reply to Revdex.com with yet to be proven statement of having been refunded an additional $not true and not what was agreed.? --- AS no reply I AGAIN email nov *** after seeing that compensation was issued that never wasNov *? at 5:PM --- REPLYING DIRECTLY AGAIN TO THE MANAGER ----? reply to my messageWe have an agreement -- several in writing you are denyingAdditionally the $you claimed to Revdex.com? where this other $50? I want the credit and a receipt for the amount promisedyou cant keep putting things in writing and after agreement reneging -- its blatantly illegal Reply.? -- AGAIN NO REPONSE AND NO RECEIPT OR PROOF PROVIDED THIS ADDITIONAL AMOUNT (less than agreed to) WAS EVER ISSUED OTHER THAN A LIE TO Revdex.com THERE HAS BEEN NO REPLIES.? --- NOV *** ??" NOW NEAR WEEKS WITH NO REPLY ----- I EMAIL THE MANAGER AGAIN --- Every reply not followed up on is poor customer support and notedReply to below Unless I see proof this other money was credited to me -- and receive that...we can add this as the fifth lie that was not followed through onPutting offers in writing while representing the business and the reneging after acceptance I am fairly certain is illegalI would imagine similar in claiming in writing money was credited that was notEither way does not make a very honorable sense of warranty, quality or customer support for falcon and I will make sure others are warned as I rather do this then waste my energy on customer service manger refusing to respond Now after emails, if I am ignored I will ensure all message and broken agreements are further forwarded to interested parties governing the local regulation of yout businessYou can not deploy tactic as outlined above, not honoring warranties, attempting to switch for a lower model etc There is hard proof of all thisRespond and credit This is you below?earlier in this message in writing with your name and contact info? HERE *** *** *** ***
*** *** *** ** ***
** *** ** *** *** *** *** *** ** *** ** *** ** *** *** *** *** *** ** *** ***
*** ***
*** ***
*** *** ***
*** ***? -- Still no response ====?
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In order for the Revdex.com to appropriately process your response, you MUST answer the question above
***
*** ***
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
?
I will return the item along with the sale slip today, 1/**/2016Please do not close this until you hear from me that I have indeed received the refund.One more time, these people change their minds every other day and I still do not trust them?

We have the unit hereIt is undoubtedly steel toeThere is nothing we can doI do not even understand what the ambiguity isWe apologize that you feel this way, however cannot do anything for a claim that is patently

Revdex.com:
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]
 
 What  I asked for, and will ask again, is for you to SHOW me written proof that you  provided me with your policy that my boots would be destroyed and not returned to me FOR A BROKEN ZIPPER PULL when I mailed them to you for REPAIR.
here are Kamik boots that cost $199!
[redacted]
mine were much nicer except they zipped
I would like $200 check mailed to me immediately to resolve this matter so I can replace my boots.  The fact of the matter is, I sent them in for repair and you then took them, did not repair them and sent me a useless $25 gift card.  Had you returned my boots to me unrepaired, this matter would have been settled.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Better...

Business Bureau:
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:

[If the policy was a flat rate of $25, then that expectation should have been set when I first made contact.  I was told that I would receive a replacement pair  - they didn't say that it would be the exact style, just a replacement or, I would get reimbursed; not that I would only get $25 to compensate.
Receiving that cheque in the mail, is the first time I'm hearing of this so-called policy.  They don't seem to be the slightest bothered that I have no shoes and no money back to buy a new pair.  That is an appalling policy.  If they couldn't replace the shoes, that should have been up to me as to what steps to take next.  Even if the company isn't a retailer, there  are policies in place for them to deal with the retailer who would have reimbursed me do they not - isn't that what RMA's are for?  If you wish, I can send the email conversations that I was having with customer service.  Please note, the cheque has not been cashed because I know that cashing it would be an acceptance of that policy.]
  
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]