Filson C C Company Clothing Manufacturers

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I appreciate Filson's super prompt response, insight into the situation, and action.Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: This is just more lying I was transferred to Chrade from Darcy and right before that I was on with another young girl who said she had been working there for weeks I asked all of them if the liner fits the Packer Coat and what was the item number for the associated hood All of them really didn't know and just said yes when I gave it to them Well, all were wrong And Chrade said that the website is severely inaccurate But if you do not want to deal fairly, please process the refund on the coat that was delivered back to you today via Fed-Ex Thank you.Sincerely, [redacted]

Filson sincerely apologizes for your frustration The CSR should have immediately looked at inventory and saw that we had this shirt available at our Eagan store and arranged shipment from that store for you I am sorry that did not happen when you called in I have scheduled the shipment to come to you via overnight delivery from our Eagan Minnstore You should receive this no later than Friday, Jan5th If you do not receive it, please contact me at 206-805-so that I can take care of you personally Again, our apologies for this negative experience Sincerely, Shelly S [redacted] Customer Service Manager

I sincerely apologize to Mr [redacted] for his experience Our sale was an overwhelming success and items sold out faster than we could imagine Mr [redacted] has been refunded for his order that we were not able to fill The journeyman back pack that is currently available for purchase is not the same back pack we had on sale so I cannot sell that one to him at the sale price as that back pack sells for $and the other back pack was on sale for $The current back pack on the web site is a much heavier weight back pack than the one we had on sale I would like to offer Mr [redacted] 15% off his next order OR a $Gift Card for his inconvenience and for disappointing him He can choose which one he would prefer Sincerely, Shelly S [redacted] Customer Service Manager

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is to meSincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

I sincerely apologize to Mr*** for his experience. I was not aware he had asked to speak with me. I am always willing to speak with customers and hear their concerns so that I can work with them to resolve their issues to both Filson’s and their satisfaction. I cannot sell
Mr. *** a similar backpack at the sale price he was charged because we do not have anything available that is remotely close to that price range. The current Journeyman backpack we sell is $and is a different model, made of more expensive materials than the one we had on sale for $
The reason for the delay in canceling his order for the backpack and refunding him was because we were trying to pull back inventory from our stores so we could fill his order. In the end we still had more orders than our total inventory would cover.
I do feel that Mr***’s decision to sell his back pack before he had a replacement in hand was solely his decision of which Filson has no responsibility for.
However, I contacted our warehouse to see if perhaps we received any more of this backpack from our stores and indeed we have so I can sell Mr. *** this backpack for $99.99. I have asked the warehouse to route it to my desk and I will personally box it up for shipment and send it FED EX overnight delivery and Filson will cover the shipping charges. If Mr*** would be so kind to call me directly with his credit card number, I will take care of everything. I can be reached at 206-805-My hours are 7:00am to 3:30pm Monday through Friday
Again, I apologize for his experience and frustration with Filson but I hope this will make it right for him. I look forward to speaking with him

In my previous response I stated that we had no record of Mr*** contacting us on the other days he said he did because we had no call records from the contact number he gave. I also stated that he could have contacted us by another number so to say that we are lying is just not accurate or fair
We are happy to refund Mr*** and told him this when we sent him the pre-paid shipping label to return the item to us so what is it that he is rejecting? We were never not going to refund him. That was one of the options we gave him from the beginning.
The liner he purchased does fit with the jacket he purchasedIt just does not fit the way HE wants it to. Many other customers are quite pleased with it based on the number we have sold. Again, we tried to give him options of which he himself acknowledges "to be generous" by us as documented in the attachment sent previously but he seems to just want to argue over a garment that he thinks should be different than it is.
We have communicated to him in the past that perhaps Filson products cannot meet his needs or expectations and thus it might be in his best interest to shop with another company, yet he continues to purchase items from Filson and raise issues and wants to accuse us of treating him like a problem customer. This is not so. Again, we gave him very generous options to try and resolve this issue to his satisfaction. Options of which were his original suggestions as well, yet he rejected those and filed this complaint against us instead. We just cannot meet his expectations no matter what we do or how hard we try.
Issuing a refund is absolutely not a problem and it will be done immediately

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

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

I sincerely apologize to Mr. [redacted] for his experience.  Our sale was an overwhelming success and items sold out faster than we could imagine.  Mr. [redacted] has been refunded for his order that we were not able to fill.  The journeyman back pack that is currently available for...

purchase is not the same back pack we had on sale so I cannot sell that one to him at the sale price as that back pack sells for $395 and the other back pack was on sale for $99.90. The current back pack on the web site is a  much heavier weight back pack than the one we had on sale.  I would like to offer Mr. [redacted] 15% off his next order OR a $50 Gift Card for his inconvenience and for disappointing him.  He can choose which one he would prefer. 
 
Sincerely,
Shelly S[redacted]
Customer Service Manager

Mr.  [redacted] has been refunded for his order.  His refund was issued today - 1-27-16.  We are sincerely sorry for the delay.  He requested his refund on Jan. 25th but the customer service rep failed to notify the Manager that this was an issue or the refund could have been issued...

immediately.  The CSR has been coached on this issue.  We did have an issue with our distribution center which caused the delay in shipping the order.  We sincerely apologize for that as well.

Filson sincerely apologizes for your frustration.  The CSR should have immediately looked at inventory and saw that we had this shirt available at our Eagan store and arranged shipment from that store for you.  I am sorry that did not happen when you called in.  I have scheduled...

the shipment to come to you via overnight delivery from our Eagan Minn. store.  You should receive this no later than Friday, Jan. 5th.  If you do not receive it, please contact me at 206-805-3719 so that I can take care of you personally.  Again, our apologies for this negative experience.  Sincerely, Shelly S[redacted] Customer Service Manager

Complaint: [redacted]I am rejecting this response because:
 
This is just more lying.  I was transferred to Chrade from Darcy and right before that I was on with another young girl who said she had been working there for 3 weeks.  I asked all 3 of them if the liner fits the Packer Coat and what was the item number for the associated hood.  All of them really didn't know and just said yes when I gave it to them.  Well, all were wrong.  And Chrade said that the website is severely inaccurate.  But if you do not want to deal fairly, please process the refund on the coat that was delivered back to you today via Fed-Ex.  Thank you.Sincerely,[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is to me. Sincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I would like to receive the $50 gift card. Sincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I appreciate Filson's super prompt response, insight into the situation, and action.Sincerely, [redacted]

Customer contacted Filson on Jan. 17th at 12:18pm by phone to set up a return for a Tin Bush Hat.  The return was set up and he was given a return authorization number.  He contacted Filson again on Jan. 23rd at 10:24am and asked if we received his return.  His tracking showed it...

arrived at our facilities on Jan. 20th.  The CSR explained to him that we are very busy with returns this time of year and he would be receiving his refund in a few days.  We "received" his return in our system on Jan. 25th.  Items are not received in our system the same day they arrive simply because of volume.  The customer contacted Filson again on Jan. 25th at 11:44am. to check on his refund.  He was again advised that this is our very busy return season and that he should see his refund in about a week. 
It has not been two weeks since we received his return since it arrived at our facilities on Jan. 20th.
Filson has been consistently issuing refunds for return orders within 7 to 10 days of receipt.  I have gone ahead and issued his refund today.

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

Ms. [redacted],
Please accept my most sincere apologies for the delay in refunding your shipping.  After researching this I was able to figure out why your refund was not done on Feb. 24th as promised and additionally why you were asked for your credit card information in order to issue you a...

refund.  Our credit manager make a small mistake on the original refund as he issued the refund for $129.90 instead of $129.80, the total value of the products you returned.  That caused our system to not allow the supervisors to issue you the $7.95 refund for shipping when they tried because the system was giving them an error message.  They were going to just to a refund outside the system once they had your credit card information.  The mistake they made was not bringing this to the attention of the credit manager who could have figured out the issue as he did for me this morning.  He issued you a credit for $7.85 this morning which brings your total refund to $137.75.  That is the total you were originally charged for your order with the shipping.  Again, I am very sorry you had to make such an exhausted effort to get what was rightfully owed you.  This is embarrassing and unacceptable customer service from Filson.  I will also be sending you a $25 gift card as my personal apology and my pledge to continue to work to improve customer service so you and others so not have to experience such frustration.  You can always contact me any time for any reason and I will be glad to assist you. 
Sincerely,
Shelly S[redacted]
Customer Service Manager
[redacted]
[redacted]filson.com