Ektio

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: At the time of my complaint the Customer Service section of the website the policy did not state that the customer pays for shipping for a defective returnThat was how read it, and that was how it was stated to me in an email from the [redacted] ( the email is attached)When I questioned why I have to pay for shipping when it was not their posted policy, I was told sorry, that's our policyWhen asking why they do not follow their posted return policy, the customer service rep ( [redacted] ) sends an email to me and [redacted] stating that I just want to fight (the email is attached)You call this excellent customer service??? I call it rude and insultingIn the week that the company has taken to respond to this complaint, they have changed their policy online, but it was not there when I made my complaint- as stated by the [redacted] in his email to me (attached)I believe I am entitled to have the sneakers repaired or returned with out having to pay for shipping In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

This is our response to the Revdex.com letter sent to us dated Feb**, 2015, ID # [redacted] Please email me or call me with any other questions or concerns: As we have said before, our website discussed free returns and free replacements for defectsWhile “repairs” were not mentioned explicitly on the website at the time that the customer contacted us, our policy was and still is for the customer to ship the shoes to us at their expense and then we will repair and send back at our expenseThis was made very clear to this customer in our e-mail correspondenceWe are not aware of any internet regulation stating that every company policy must appear on the company websiteIf we are incorrect about this, please let us knowEvery Ektio customer that has requested a repair (that we approved) has complied with our policy without question and got their shoes back in a timely manner and with an excellent repair.Our policy was sent to this customer through an e-mail and is now included on the websiteThis customer is claiming that our customer policy as expressed in a direct e-mail to him is invalid and that he has the right to set any and all of our customer service policies that are not explicitly detailed on our websiteHe does not have the right to do this in our company or in any other company that I am aware of.We sent this customer his original pair of shoes with free shippingIn addition, he received another pair for a sizing replacement also with free shipping to himHis original pair was also shipped back to us at our expenseFor the repair, all we ask is for the customer to return the shoes to us and we will pay for the repair and return shippingThis is common business practice in repair situationsEvery other Ektio customer in a similar position complied without question to our policyIn essence, we are talking about approximately $This seems to be a lot of energy and effort expended over $We will be happy to do the minor repairs on this customer’s straps as long as he respects our established guidelinesSince the “defect” is not severe enough to warrant a replacement under the warranty, the options available to this customer remain “repair” under our clear guidelines or to not repair them and simply wear the shoes as they are, as they are still functional and wearable.Please let me know if you need anything else from us.Thank you.Best Regards, [redacted]

We provide free shipping on all new orders, as well as return shipping labels to our customersIf a customer needs to return the shoes for an exchange for size, he uses the return shipping label to ship the shoes
back to us, and we then pay to ship the new size shoes to the customerAlso, if the customer needs to return the shoes for a refund, the shoes must be in brand new condition and returned within days of purchaseWe provide the return shipping label so that the return shipping is free to the customerIn our Customer Service section, we explain our warranty policy, which is a month warranty for manufacturing defectsFor defects that are repairable, we have a repair policy which is as follows: The customer is asked to email us photos of the problem areaWe determine first, if it is a manufacturing defect that falls under our warranty, and we then determine whether it is repairable or notIf it is not repairable, we send the customer a replacement pairWe specify in this section that the customer is required to pay for shipping on any free replacement pairWhen customers send the shoes for repair, we provide the address that customers must send the shoes toThe return shipping label is not applicable to the repair addressThe customer is responsible for shipping the shoes to our repair addressWe then repair the shoes at no cost to the customer and send the shoes back to the customer at our expenseWe cannot have customers rewriting our company policyWe live up to what we state on our website, “Free Exchanges, Free Returns”When a customer has an issue with a repair, the customer must read our Customer Service policy, which is different from free shipping for the initial purchase and free shipping for exchanges and returnsWe provide excellent customer service and believe our policies have worked quite well for our customersThis customer initially had free shipping on his initial pairHe then returned his shoes to us for a size exchangeWe paid the shipping back to our warehouse and then paid for the shipping of the new size on the exchangeAt a later date, this customer also had a minor wear related issue on his strap, which we determined could be repairedWe offered to repair the shoes, at our expenseThe customer was told to send the shoes to our repair addressThere is no return label for thatHe is responsible for the small shipping cost to return the shoeWe would then fix the shoes at no charge to the customer and send the shoes back at our expenseThis customer refused to pay to ship the shoes back for the free repairHe was clearly made aware of our company policyWe will be happy to repair the minor defect if the customer adheres to our very fair policy; one that has worked for every other customer that has had a repair performed by EktioSince the inception of our business, we have had very happy customers and our customers have appreciated our very generous customer service and policies

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:

At the time of my complaint the Customer Service section of the website the policy did not state that the customer pays for shipping for a defective return. That was how read it, and that was how it was stated to me in an email from the [redacted] ( the email is attached). When I questioned why I have to pay for shipping when it was not their posted policy, I was told sorry, that's our policy. When asking why they do not follow their posted return policy, the customer service rep ([redacted]) sends an email to me and [redacted] stating that I just want to fight (the email is attached). You call this excellent customer service??? I call it rude and insulting. In the week that the company has taken to respond to this complaint, they have changed their policy online, but it was not there when I made my complaint- as stated by the [redacted] in his email to me (attached). I believe I am entitled to have the sneakers repaired or returned with out having to pay for shipping.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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]
 
I'm not sure about other states, but in Massachusetts any retail establishment can establish any return policy they wish, as long as the policy is posted in a conspicuous place where the consumer is able to see it at the time of purchase. When I purchased my sneakers and had the  stitching come undone on them, I was told to return them at my expense. At the time of purchase, no where on Ektio's website did it say that shipping for a defective/repairable pair of sneakers is to be paid by the customer. The [redacted] of the company stated this to me in an email that the website did not have this policy stated (email is attached). After my initial complaint to the Revdex.com, the company changed their online policy, but at the time of my purchase it was not their, as stated by the [redacted] in his email to me (email is attached). When I initially asked the customer service rep ([redacted]) why I had to pay return shipping, I was sent an email saying I was just looking for a fight. You call this excellent customer service??? I call it rude and insulting. I believe I am entitled to have my sneakers repaired/replace free of shipping charges as stated on their website at the time of purchase, and as stated by the [redacted] in an email to me (email attached).
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

This is our response to the Revdex.com letter sent to us dated Feb. **, 2015, ID #[redacted].  Please email me or call me with any other questions or concerns: As we have said before, our website discussed free returns and free replacements for defects. While “repairs” were not mentioned explicitly on the website at the time that the customer contacted us, our policy was and still is for the customer to ship the shoes to us at their expense and then we will repair and send back at our expense. This was made very clear to this customer in our e-mail correspondence. We are not aware of any internet regulation stating that every company policy must appear on the company website. If we are incorrect about this, please let us know. Every Ektio customer that has requested a repair (that we approved) has complied with our policy without question and got their shoes back in a timely manner and with an excellent repair.Our policy was sent to this customer through an e-mail and is now included on the website. This customer is claiming that our customer policy as expressed in a direct e-mail to him is invalid and that he has the right to set any and all of our customer service policies that are not explicitly detailed on our website. He does not have the right to do this in our company or in any other company that I am aware of.We sent this customer his original pair of shoes with free shipping. In addition, he received another pair for a sizing replacement also with free shipping to him. His original pair was also shipped back to us at our expense. For the repair, all we ask is for the customer to return the shoes to us and we will pay for the repair and return shipping. This is common business practice in repair situations. Every other Ektio customer in a similar position complied without question to our policy. In essence, we are talking about approximately $10. This seems to be a lot of energy and effort expended over $10. We will be happy to do the minor repairs on this customer’s straps as long as he respects our established guidelines. Since the “defect” is not severe enough to warrant a replacement under the warranty, the options available to this customer remain “repair” under our clear guidelines or to not repair them and simply wear the shoes as they are, as they are still functional and wearable.Please let me know if you need anything else from us.Thank you.Best Regards, [redacted]
[redacted]
[redacted]
[redacted]

Review: I purchased a pair of $139.00 Ektio sneakers from their website. I exchanged them for a larger size with not much problem, as it says on their website,(taken from their website) "Ektio offers Free Exchanges and Free Returns, so you don't have to worry about the shoes not fitting or not being able to try it on. Go ahead, try the shoes on at home before you fully commit! Free exchanges and Free returns are only valid in the continental United States." Only the third time I put them on, I noticed the stitching on the top straps of both sneakers was coming undone. I contacted Ektio ([redacted]) by email,she requested pictures of the sneakers, then replied they would repair them, but I would have to pay the shipping. When I told her is says on their site that all returns and exchanges have free shipping , she sent me back an insulting email saying I was looking for a fight. I then received an email from the [redacted] of Ektio stating that this policy for a damaged/repair return was not on their website(how is a customer supposed to know), at that time I stated I would just like to return them for a refund and I was refused. I was told my best option was to pay to return them and have them repaired. As for a resolution I would like the sneakers repaired/exchanged or a full refund without having to pay shipping , as is stated in their return/exchange policy on their website. I have all emails if you would like to see them, including the insulting ones that were sent to me and deleted from the string of emails by ektio. Thanks for your help. 'Desired Settlement: As for a resolution I would like the sneakers repaired/exchanged , and if not that, then full refund without having to pay shipping , as is stated in their return/exchange policy on their website.'

Business

Response:

We provide free shipping on all new orders, as well as return shipping labels to our customers. If a customer needs to return the shoes for an exchange for size, he uses the return shipping label to ship the shoes back to us, and we then pay to ship the new size shoes to the customer. Also, if the customer needs to return the shoes for a refund, the shoes must be in brand new condition and returned within 30 days of purchase. We provide the return shipping label so that the return shipping is free to the customer. In our Customer Service section, we explain our warranty policy, which is a 6 month warranty for manufacturing defects. For defects that are repairable, we have a repair policy which is as follows: The customer is asked to email us photos of the problem area. We determine first, if it is a manufacturing defect that falls under our warranty, and we then determine whether it is repairable or not. If it is not repairable, we send the customer a replacement pair. We specify in this section that the customer is required to pay for shipping on any free replacement pair. When customers send the shoes for repair, we provide the address that customers must send the shoes to. The return shipping label is not applicable to the repair address. The customer is responsible for shipping the shoes to our repair address. We then repair the shoes at no cost to the customer and send the shoes back to the customer at our expense. We cannot have customers rewriting our company policy. We live up to what we state on our website, “Free Exchanges, Free Returns”. When a customer has an issue with a repair, the customer must read our Customer Service policy, which is different from free shipping for the initial purchase and free shipping for exchanges and returns. We provide excellent customer service and believe our policies have worked quite well for our customers. This customer initially had free shipping on his initial pair. He then returned his shoes to us for a size exchange. We paid the shipping back to our warehouse and then paid for the shipping of the new size on the exchange. At a later date, this customer also had a minor wear related issue on his strap, which we determined could be repaired. We offered to repair the shoes, at our expense. The customer was told to send the shoes to our repair address. There is no return label for that. He is responsible for the small shipping cost to return the shoe. We would then fix the shoes at no charge to the customer and send the shoes back at our expense. This customer refused to pay to ship the shoes back for the free repair. He was clearly made aware of our company policy. We will be happy to repair the minor defect if the customer adheres to our very fair policy; one that has worked for every other customer that has had a repair performed by Ektio. Since the inception of our business, we have had very happy customers and our customers have appreciated our very generous customer service and policies.

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:

At the time of my complaint the Customer Service section of the website the policy did not state that the customer pays for shipping for a defective return. That was how read it, and that was how it was stated to me in an email from the [redacted] ( the email is attached). When I questioned why I have to pay for shipping when it was not their posted policy, I was told sorry, that's our policy. When asking why they do not follow their posted return policy, the customer service rep ([redacted]) sends an email to me and [redacted] stating that I just want to fight (the email is attached). You call this excellent customer service??? I call it rude and insulting. In the week that the company has taken to respond to this complaint, they have changed their policy online, but it was not there when I made my complaint- as stated by the [redacted] in his email to me (attached). I believe I am entitled to have the sneakers repaired or returned with out having to pay for shipping.

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

Sincerely,

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]

I'm not sure about other states, but in Massachusetts any retail establishment can establish any return policy they wish, as long as the policy is posted in a conspicuous place where the consumer is able to see it at the time of purchase. When I purchased my sneakers and had the stitching come undone on them, I was told to return them at my expense. At the time of purchase, no where on Ektio's website did it say that shipping for a defective/repairable pair of sneakers is to be paid by the customer. The [redacted] of the company stated this to me in an email that the website did not have this policy stated (email is attached). After my initial complaint to the Revdex.com, the company changed their online policy, but at the time of my purchase it was not their, as stated by the [redacted] in his email to me (email is attached). When I initially asked the customer service rep ([redacted]) why I had to pay return shipping, I was sent an email saying I was just looking for a fight. You call this excellent customer service??? I call it rude and insulting. I believe I am entitled to have my sneakers repaired/replace free of shipping charges as stated on their website at the time of purchase, and as stated by the [redacted] in an email to me (email attached).

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

Sincerely,

Business

Response:

This is our response to the Revdex.com letter sent to us dated Feb. **, 2015, ID #[redacted]. Please email me or call me with any other questions or concerns: As we have said before, our website discussed free returns and free replacements for defects. While “repairs” were not mentioned explicitly on the website at the time that the customer contacted us, our policy was and still is for the customer to ship the shoes to us at their expense and then we will repair and send back at our expense. This was made very clear to this customer in our e-mail correspondence. We are not aware of any internet regulation stating that every company policy must appear on the company website. If we are incorrect about this, please let us know. Every Ektio customer that has requested a repair (that we approved) has complied with our policy without question and got their shoes back in a timely manner and with an excellent repair.Our policy was sent to this customer through an e-mail and is now included on the website. This customer is claiming that our customer policy as expressed in a direct e-mail to him is invalid and that he has the right to set any and all of our customer service policies that are not explicitly detailed on our website. He does not have the right to do this in our company or in any other company that I am aware of.We sent this customer his original pair of shoes with free shipping. In addition, he received another pair for a sizing replacement also with free shipping to him. His original pair was also shipped back to us at our expense. For the repair, all we ask is for the customer to return the shoes to us and we will pay for the repair and return shipping. This is common business practice in repair situations. Every other Ektio customer in a similar position complied without question to our policy. In essence, we are talking about approximately $10. This seems to be a lot of energy and effort expended over $10. We will be happy to do the minor repairs on this customer’s straps as long as he respects our established guidelines. Since the “defect” is not severe enough to warrant a replacement under the warranty, the options available to this customer remain “repair” under our clear guidelines or to not repair them and simply wear the shoes as they are, as they are still functional and wearable.Please let me know if you need anything else from us.Thank you.Best Regards, [redacted]