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Filson C C Company Clothing Manufacturers

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Filson C C Company Clothing Manufacturers Reviews (31)

The facts are as follows:
Mr. [redacted] states he called us on Feb. 14th - we are closed on Sundays and the 14th is a Sunday.  Mr. [redacted] also states he contacted us on Feb. 17 and 23.  I have searched our data base and cannot find any records of receiving any phone calls from his contact...

number : [redacted].  If Mr. [redacted] did contact us from another number and did speak to Chrade and was told his 10% promo code was no longer valid, it was because the current 10% promotion is for new customers and Mr. [redacted] is not a new customer.  If he was able to generate a new code for himself by creating a new account as it appears he did when he placed his order on Feb. 16 then so be it.  But we are clear with customers who call in about codes not working what the intent of the promotion is and if they have a 10% code from the old promotion those codes have been expired.
Secondly Mr. [redacted] did email Chrade on Feb. 23.  Chrade did not respond until Feb. 25 because he was out sick.  When back in the office, Chrade offered to have Mr. [redacted] send the coat back to us where we could have buttons added or we could send the buttons to him which ever he preferred.  Chrade offered to send him a prepaid shipping label to get the coat to us should wish to have us install the buttons for him.  Mr. [redacted] declined both of these offers and asked for a pre-paid shipping label because he preferred to return the coat instead.  Chrade honored that request and sent him the label so he could return the coat.  He even acknowledged Chrade for the generous offers.  Its a bit confusing to see this complaint to the Revdex.com now when we tried to resolve this for Mr. [redacted] to his satisfaction.  I have attached the email exchange between Mr. [redacted] and Chrade.  We are still willing to install the buttons for him if he wishes or send him buttons if he prefers.

This Company, which is historically iconic in the Seattle, WA area, has gone on a spiral decline since it was taken over by Bedford Detroit Co. and Steve Bock became the CEO. Their product and materials are now inferior, ie: I compared a current production Mackinaw wool coat with one I purchased in the late 1990s and it is no longer 24 oz wool as currently advertised but, noticeably lighter in weight and texture. However, their main decline is in their customer service. I literally had the worst experience with their customer service management team than any other retail establishment that I have dealt with in my life. Part of the issue was that they failed to credit my card for a purchase on Nov 15, 2017 despite a promise to do this by their customer service manager. When I called to speak to the person (Shelly) that made this promise, I was told that she was too busy to speak to me and with no promise that she would be contacting me nor would I be able to contact her. They offered me a Filson merchandise credit and were not adhering to their written return policy to give customers a refund for a returned item unused, with tags, and returned the next day. After numerous phone calls to demand a resolution, they flag you as a "customer malcontent" via a computer customer profile (each phone agent has access to a computer screen and can read logged directives from management regarding YOU, the customer. If they see negative comments, the phone agent becomes curt, aloof, and attempts to end the call. Apparently, this is a Steve Bock policy that filters down to lessor employees creating a culture of extremely unfriendly customer service. With the "tone" of phone agents, it is readily apparent that there is no accountability for both phone demeanor and/or poor service. Eventually, this issue was resolved but not before 3 days of constant calling and demanding to speak to management. It was an unbelievable experience and stressful. Many other issues involving another transaction too belaboring to go into here. Filson has a huge personnel problem and it becomes evident when you try to involve management with a legitimate complaint. Sad to see this Company sink this far.

I purchased two products from a licensed dealer in my area, they shrank and became unusable. I returned them and they refused to replace them in kind. After extensive discussion they offered to "refund" me the cost of the products.

.

They failed to mention, they would refund the last price they discounted them for, when they blew them out in their company store after they had discontinued them. Buy it for $200 dollars, they refund $63 dollars per item and REFUSED to replace them.

.

I balked at the offer of 30% and they said it was a "take it or leave it offer". Ask for a manager or someone with the ability to think or reason, they simply hang up. Email, get no response. Write a polite letter, no response. Go back to retailer, 16 months after you buy a product? Fat chance, they no longer sold Filson after to many customer complaints.

.

BUYER BEWARE.

This Company, which is historically iconic in the Seattle, WA area, has gone on a spiral decline since it was taken over by Bedford Detroit Co. and Steve Bock became the CEO. Their product and materials are now inferior, ie: I compared a current production Mackinaw wool coat with one I purchased in the late 1990s and it is NOT 24 oz wool. However, their main decline is in their customer service. I literally had the worst experience with their customer service management team than any other retail establishment I have dealt with in my life. Part of the issue was that they failed to credit my card for a purchase in Nov 15, 2017 despite a promise to do this. When I called to speak to the person (Shelly) that made this promise, I was told that she was too busy to speak to me and with no promise that she would be contacting me nor would I be able to contact her. They offered me a Filson merchandise credit and were not adhering to their written return policy to give customers a refund for a returned item unused, with tags, and returned the next day. After numerous phone calls to demand a resolution, they flag you as a "customer malcontent" and then, no one will help you. Apparently, this is a Steve Bock policy that filters down to lessor employees creating a culture of extremely unfriendly customer service. With the "tone" of phone agents, it is readily apparent that there is no accountability for both phone demeanor and/or service. Eventually, this was resolved but not before 3 days of constant calling and demanding to speak to management. It was an unbelievable experience and stressful. Many other issues involving another transaction too belaboring to go into here. Filson has a huge personnel problem and it becomes evident when you try to involve management with a legitimate complaint. Sad to see this Company sink this far.

Review: My original order with Filson took place on 03-21-11, order #XXXXXXXXXX, for the amount of $211.95. That order was returned and exchange order #XXXXXXXXXX was placed on 09-05-12 for the amount of $228.00. That jacket was sent out 10-16-13 for a refund.

I contacted Filson support on 11-24-13 regarding the status of my return order as it was over a month since I mailed it out. They confirmed that the jacket was received and that a credit was issued to my account on 10-23-13. No such credit was applied to my account which was confirmed by a [redacted] rep. Filson's rep has repeatedly insisted that credit has been made, but whenever I request for a receipt I get no replies to my request.

I've been more than patient and would like my refund. All discussions between [redacted] CC Filson, and I have been saved for reference.

Desired Settlement: I'd like my refund of $228.00 by check.

Business

Response:

Initial Business Response /* (1000, 5, 2014/01/29) */

I tried calling you so we can resolve the issue at hand. However, there was no answer. I have documentation showing on 10-22-13 we processed a return of $228 onto the VISA card ending [redacted] On 10-23-13 your bank approved and received the refund onto the VISA card ending in [redacted] I have the cash transaction number available as well. If you want to call your bank, then call us; we can have a conference call to see where the disconnect is? My name is [redacted] and I am happy to help resolve your issue.

Final Consumer Response /* (3000, 7, 2014/01/30) */

(The consumer indicated he/she DID NOT accept the response from the business.)

Christie,

I received your call and will be returning it when I have enough free time to deal with the matter in detail.

But I've had this same discussion all before. I forwarded all the info I received from my bank to your customer service department. [redacted] was the rep I was dealing with and we were trying to get everything sorted out, but it ended up going no where.

Long story short, your company issued a charge back to the wrong card, Visa [redacted] was not the card used on my exchange order. Furthermore, [redacted] closed that card more than a year ago and reissued a new card and number,so [redacted] card is no longer associated with me.

Again, I will be returning your call to figure this all out. Thank you for your time.

Final Business Response /* (4000, 9, 2014/02/04) */

Hello,

The fastest way to resolve this issue would be to call [redacted] and then 3-way call us. There is no way for me to contact [redacted] on your behalf. We can give them all the information they need to pull up the refund for you. Bank's receive money back onto old, expired, changed or cancelled cards every day and they are then responsible for giving you the money that we gave them. I understand this must be frustrating, but I want to help you get this resolved. Please feel free to contact me XXX-XXX-XXXX and ask for [redacted] I hope to hear from you soon.

Thank you,

Review: I purchased two sweaters from them within the last three years, when both got wet in a drenching rainstorm, both shrank to a useless size. They were $149 plus tax from an authorized Filson dealer. Filson has a written guarentee of MY satisfaction listed on their website. Upon returning the sweaters they refused to replace them as they have switched the buttons on that particular sweater for a zipper, thus they claim it is a "different" sweater.

They contacted me and offered to defraud me. They claim they blew out the sweaters at deep discounts and would only offer me the deep discount price for my sweaters. Since I did not save my reciept, they refused to honor their warranty. They offered me a "credit" of $130 for the sweaters. A store credit is useless in a store that has such overpriced poor quality clothes.

Oddly, their warranty does say said it is void without receipt. It claims that if you have the misfortune to purchase they low quality products they will replace or refund if you are not 100% "satisfied".

This is from their web site today, 11/12/13;

Our Guarantee for Over 100 Years Has Never Changed

"We guarantee every item purchased from us. No more, no less. Your satisfaction is the sole purpose of our transaction." - [redacted], 1897

They lie, their customer service is rude, they cheat their customers and when I objected to the shabby treatment, they hung up on me and have never responded to my calls or emails.

I believe they defraud customers regularly and they sell poor quality Chinese made products.Desired Settlement: I would like TWO sweaters of the correct size or a cash refund of $299 plus 8.9% Spokane county sales tax in a check or US dollars.

I am fairly sure is it illegal to cheat customers in Washington state by refusing to give them full credit for goods purchased, yet that is their company policy.

A "store credit" in a crooked store with a horrible warranty is useless. It is apparent they have no intention of honoring their "guarentee" if the next purchase is as shabby as the last. Two more ill fitting sweaters would be "better than nothing".

They should consider removing the FALSE promise from their advertisements and web site. Perhaps replace it with, "We are a fraud of a company with products worse than[redacted]"?

"Unfailing goods" is a joke of a promise from this company.

Review: On 11/30/13 I ordered a "weekender jacket" from www.filson.com (Order [redacted]), and was promised a $50 promotional gift certificate within 10 days of the order date (see attached receipt). At that time, the jacket was listed as being on backorder until 12/4/13. As of today (1/6/2014), I have still not received the jacket or the gift certificate. I emailed Filson for an explanation on 12/9/13 but have still not received a reply.Desired Settlement: I want my order fulfilled immediately per the terms of my purchase

Business

Response:

Initial Business Response /* (1000, 6, 2014/01/14) */

Contact Name and Title: [redacted]

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@filson.com

We contacted the customer and explained that his item is on back order and will be shipped once the item is in stock. I will go ahead and issue the $50 promo code as he rightfully has earned it and should not have to wait until the item is shipped.

Final Consumer Response /* (3000, 9, 2014/01/16) */

(The consumer indicated he/she DID NOT accept the response from the business.)

I was told that my order would ship on 1/15/14(about 6 weeks after initially promised), but I still have not received any confirmation of shipment.

I did receive the $50 promo code on 1/14/14.

Final Business Response /* (4000, 11, 2014/01/23) */

I informed [redacted] that the item he ordered was not going to be available to purchase until March or April as the U.S. factory that was to make this item for Filson was unable to meet our quality standards The item will be made in our Seattle factory later this spring. I apologized for the inconvenience but he did not accept my answer. He requested that his order be cancelled which I did do. I sent him confirmation of his cancelled order per his request. I am not sure what else I can do for him since Filson does not have the item available at this time. See email correspondence

below:

On Tue, Jan 21, 2014 at 3:22 PM, [redacted] wrote:

Hi [redacted],

Thanks for your inquiry regarding the Wool Weekender jacket. I did some research on this item as I wanted to provide you with the most accurate and current information possible. I know our lack of ability to fulfill your order has been frustrating and disappointing. I can certainly understand this from your perspective. It' not the experience we want you to have with Filson.

What I found out today is that our factories have been working overtime to try and keep up with the demand for Filson products made in the USA. We thought we had secured another US factory that could make this item for us but they were unable to make it our level of quality and craftsmanship therefore we were unable to count on them producing the weekender jacket for us. We had great hope that they could which is why the backorder date kept changing.

This jacket will now be in line to be made at our Seattle factories but I have no date yet as to when they will be available for consumers. It could be as late as March or April. Again, I sincerely apologize that we cannot provide this jacket for you at this time. We truly value your business and hope that you will continue to shop with us given this news. Please feel free to contact me if there is anything I can do for you.

Sincerely,

From: [redacted] mailto:[redacted]@uw.edu

Sent: Tuesday, January 21, 2014 7:56 PM

To: [redacted]

Subject: Re: Filson promo code

[redacted],

Wow...I don't really know what else to say. You guys have really let me down (several times) on this order. This is sincerely the worst online retail experience I have ever had.

Please cancel my order ASAP, and send me confirmation of the cancellation by 5pm PT on Thursday, 1/23.

-[redacted],

I am sincerely sorry we have let you down. Per your request, this is to confirm that your order for the Seattle Fit Wool Weekender jacket in Charcoal size small was cancelled this morning at 7:06 am.

Review: FILSON IS ADVERTISING A LIFETIME WARRANTY ON THEIR PRODUCTS. BOTH ON THE INTERNET AND IN THEIR CATALOGS. WHICH STATES..."IF ANY FILSON ITEM DOES FAIL OR IS OTHERWISE DAMAGED, WE WILL REPLACE OR REPAIR IT WITHOUT QUESTION." AFTER ONE SEASON IN THE FIELD WITH THEIR VEST IT HAD HOLES IN IT. THE VEST IS MADE TO GO THROUGH BRUSH AND THAT IS ALL I DO WITH THE VEST. I SENT IT BACK AND THEY REPLACED IT. AFTER TWO MORE SEASONS THE VEST HAD MORE AND LARGER HOLES IN IT. WHEN I SENT IT BACK THIS TIME THEY WOULD NOT REPLACE THE VEST SAYING IT WAS EXCESSIVE WEAR. I PURCHASED THE VEST WHICH IS ROUGHLY THREE TIMES AS MUCH AS A COMPARABLE VEST FOR THE GUARANTEE. THINKING IT WOULD LAST SINCE THEY WERE WILLING TO STAND BEHIND IT WITH A LIFETIME WARRANTY. IT DID NOT LAST ANY LONGER THAN OTHER VEST AVAILABLE ON THE MARKET. IF THEY DO NOT WARRANTY THEIR PRODUCT FOR A "LIFETIME" THEN THEY SHOULD STATE THAT. OR IF THEIR OPINION OF A LIFETIME IS ONLY ONE REPLACEMENT THEN THEY SHOULD STATE THAT IN THEIR ADVERTISEMENTS.Desired Settlement: ALL I WANT IS THE VEST RELACED. NOW KNOWING THEY WILL NOT REPLACE IT FOR A "LIFETIME" I WILL BE FINE WITH ONE MORE REPLACEMENT KNOWING THIS WILL BE THE LAST. IF OR WHEN THE VEST GETS HOLES IN IT AGAIN I WILL LOOK INTO A LESS EXPENSIVE VEST AT THAT TIME WHICH WILL LAST JUST AS LONG. I AM ASKING NO MORE THAN FOR WHAT I WAS LED TO BELIEVE.

Business

Response:

Initial Business Response /* (1000, 5, 2014/04/18) */

Contact Name and Title: [redacted]

Contact Phone: XXXXXXXXXX

Contact Email: [redacted]@gmail.com

The warranty for [redacted] vest is voided because he altered the vest before sending it in. In addition, Filson had just replaced this same vest two years prior. In my conversation with [redacted] I agreed to seel him another vest at cost as a compromise to this situation. He agreed.

Initial Consumer Rebuttal /* (2000, 7, 2014/04/22) */

(The consumer indicated he/she ACCEPTED the response from the business.)

Filson took care of the situation and satisfied me completely by selling me the vest at cost. We worked it out and I have no complaint or dissatisfaction with this business in any way. Thank you for your time and consideration.

Review: I mailed in a pair of thermals earlier this year at my own cost for a warranty replacement. [redacted] tracked the package right to delivery. Then, their mailroom said they lost it and/or they said I never mailed it to them. Later, a customer service rep. told me that they were missing many packages. This went on for weeks - Filson refused to budge. They said to go take a walk around a lake. Then, I wrote a letter to their President and finally - their shipping sent out the replacement thermals. However, they sent two different colors and a size larger than I had requested on my return slip. Now, 6 months later this is still unresolved. I just talked to a cust. service person last month and reminded them about it. Nothing happened. Desired Settlement: Please promptly mail me out a green set of medium thermals in size large and mail me a refund check for 14.95 flat-rate [redacted] shipping from AK.

Review: I asked their Customer Service folks via E-mail today if I could return a pair of bottoms under their Lifetime Guaranty which they say on their website is for the lifetime of the product - but she just E-mailed me back and said it is only for the first 6 months. I am a customer and she looked up this purchase and the wear & tear is just normal usage.Desired Settlement: What they think is fair.

Business

Response:

Mr. [redacted] actually purchased these bottoms in 2011. In 2013 he claims he sent them to us for repair or replacement under our warranty although he could not provide any tracking information to show he sent them in. He said they were falling apart. We never received anything from him. He also acknowledged that he tried to repair them himself which voids any warranty for Filson. Yet, we went ahead and sent him a brand new pair of bottoms for free. Now two years later, he is asking for a new pair again saying they are falling apart. We have already replaced these once without ever receiving the original pair back to see if there was in fact a warranty issue at all. We don't know if this customer followed the proper care instructions as this product is 100% merlino wool.We are not willing to give him another free pair of bottoms but are willing to offer him a 20% discount on a new pair. Our warranty is for the lifetime of the product. But that is defined as failure of material or craftsmanship under NORMAL use. It is not defined as automatic replacement just because it was purchased once. We have not experienced any warranty issues or other customer complaints with this item. We do stand behind our product under our lifetime guarantee as Mr. [redacted] already experienced since he received a free replacement pair already.As part of our returns policy, a customer can return a product within the first 6 months for any reason for a full refund or exchange no questions asked.

Consumer

Response:

Review: [redacted]I am rejecting this response because:Thank you for your generous offer of 20% off which I must reject at this time.If you will kindly refer to the Revdex.com complaint I filed in 2013 about the previous "missing" returned item, you will notice that it was documented that your shipping department told me that "they lose things all the time," and that your Company sent a replacement after I wrote a letter to the new Filson President. I have purchased many items from your Company - a $200.00 pair of pants. A $200.00 shirt. A $50.00 hat. Yet while trying to find the middle ground, you are quick to discount my sincerity and imply that I am asking for free items. You have the old, original Filson guarantee of 100% satisfaction for the lifetime of the item. This is the only product that tears and rips up so easily - why do you have this other guarantee that is not advertised which only covers the first 6 months? It is very confusing. If you cannot honor the warranty, then how about a compromise of a 20% refund check mailed to me?Thank you for your time.Sincerely,[redacted]

Business

Response:

We are not willing to refund this customer 20% for an item we sent to him for free. We have replaced this item for him twice already. Our offer stands at 20% off the purchase of a new item or off any Filson item he would like to purchase.

Consumer

Response:

Review: [redacted]I am rejecting this response because:Thank you for your generous offer. It's appreciated. I must reject it at this time as the Filson Company's prices have risen over 20% in the last 3 years, so that discount does not seem valuable. And as that firm offer means an additional sale for your Company at a profit although you are meaning to say it has a discount, I say that this is the 2nd Bait & Switch of this eventIf we revisit your Company's historically known and well-advertised lifetime guarantee - that is the first Bait & Switch because as you say, "some" of your items only have a 6 month warranty - which is twice as long as [redacted].And in this meditation, you are trying to get me to pay but to leave with the impression that I won. As your Company started selling thin wool thermals that are like nylons - is it really a surprise that some customers will want to ask about the lifetime guarantee? Your Company must have know about this and planned, yet you're willing to be risky and even refuse the warranty. What is a customer supposed to do - just cave into your tactics?And to be accurate, they have been replaced only once. I bought the green pair and your Company snippily sent me a replacement pair in blue even though I asked a few times about this error.This Revdex.com complaint is about one thing and I ask it again - "Please accept the blue thermals back and replace them with a green pair per your Lifetime Guarantee."Thank you for your time. Sincerely,[redacted]

I was a regular customer until I need to exchange my wool socks which was ripped in less than six months.

They said on their website "OUR GUARANTEE FOR OVER 100 YEARS HAS NEVER CHANGED.

"We guarantee every item purchased from us. No more, no less. Your satisfaction is the sole purpose of our transaction" is a big joke.

It might be the original owner but current management and customer service is rude and don't even owners 1 year warranty for such over priced items.

Thanks

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Description: Clothing - Retail

Address: 1741 1st Ave S, Seattle, Washington, United States, 98134-1403

Phone:

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Fax:

+1 (206) 624-4539

Web:

www.filson.com

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