Hawke & Co

A replacement was sent out via *** overnight on 6/**, tracking # [redacted] [redacted] was also informed

This was the second contact from [redacted] via the Revdex.comWe attempted to resolve his complaint by asking him to send us the product so we could replace it with something elseHe has yet to send it to usHas has also asked for a completely different product or moneySeeing as he has no proof of purchase for the product, nor did he purchase the product directly from us, we are unable to give him any monetary compensationHowever, in the attempt to resolve this issue (and even though we have yet to receive his original product), we have shipped him a new itemIt can be tracked at this URL: [redacted] We hope [redacted] enjoys his new vest

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]
Following the email I wrote with the details of the jacket as you requested where I said the jacket was received as a gift you replied to exchange at the store and the jacket was a defect not a design flaw then you ignored further emails forcing me to escalate this with a Better Business ComplaintIs ignoring a customers emails forcing a complaint respect? Also to add is every gift you receive wrapped so nicely with a slip of white paper taped to it to give it back? You make a common occurrence of not having a receipt for a gift sound absurd when it is commonplaceAlso a gift receipt for this situation is irrelevant because it is not the store's responsibility for a design flaw made by you the manufacturerYou may have an online store to purchase your products, however you are also the manufacturer of said product and responsibly for it's qualityI have explained in detail how the jacket is a design flaw and not a defectFrom your reply here it seems you would like me to pay $plus shipping to exchange this jacket for the same flawed design jacket, that is an example of absurdity and disrespectIf you like I can provide the photos that I was compiling for my honest review of this jacket in exchange for an alternative design, that is a gesture of respect for a customer whom had a gift ruined by your design whom was then ignored by your service forcing a Better Business Complaint.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

At this time, I have been contacted directly by Hawke & Co regarding complaint ID ***, however my complaint has NOT been resolved because:
[Your Answer Here]
I have been contacted recently, I sent them a picture as requested for an alternate replacement, I have yet to receive item or reply as of today
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

A replacement was sent out via [redacted] overnight on 6/**, tracking #[redacted] was also informed.

This was the second contact from [redacted] via the Revdex.com. We attempted to resolve his complaint by asking him to send us the product so we could replace it with something else. He has yet to send it to us. Has has also asked for a completely different product or money. Seeing as he has no proof of purchase for the product, nor did he purchase the product directly from us, we are unable to give him any monetary compensation. However, in the attempt to resolve this issue (and even though we have yet to receive his original product), we have shipped him a new item. It can be tracked at this URL: [redacted] We hope [redacted] enjoys his new vest.

Review: A gift was received of a Hawke&Co Sport performance vest, XL. On the jacket's tag is an advertisement and instructions on how to pack the vest away into it's own pocket. After doing so and leaving it in it's pocket for a while the vest was seen to be damaged after taking it out, the material was crumpled and creased over the entire vest, the stuffing of down powder also covered the vest on the outside, and there were now a few frayed thread pulls and feathers coming out of the jacket.I emailed Hawke & Co whom replied after a long wait asking for detailed information, I sent them it to receive a reply saying to return to the store, I said it was a gift, and also what was wrong with the vest is not the store's doing, the jacket is incapable of being compressed to such a degree without being damaged. I was then ignored, I said I would file a complaint if they didn't help, they did not so here is the complaint.Desired Settlement: I would appreciate a replacement of an alternative item of equal value not made from the fabric the vest is made from, either that or a dollar amount to compensate for the damaged vest.

Business

Response:

Official Response Hawke & Co April **, 2015 The complaint brought to us by [redacted] was handled as every customer interaction is handled, with respect, integrity and attention. When we were approached regarding the issues he was having with his jacket, our customer service team advised him accordingly as to his options in exchanging a product that wasn’t purchased directly from us. We try our best to fulfill every request submitted to us and to make sure that every customer leaves with a positive experience. One such customer shared the following statement with us (the whole email is much longer): [redacted]” – [redacted]. We don’t like that this customer experience has escalated to this point as much as [redacted] does but because of our exchange policy a proof of purchase must be made available. We simply do not know how the product was obtained without a gift receipt or otherwise. However, we will provide an exchange for [redacted] if he ships his jacket to us. He will have to provide his own shipping label. As I said before, we try to make each customer leave with a positive experience and in such, provide him with a new jacket. We ask that he ships his jacket to the following address: Hawke & Co [redacted] It will be processed within 3-5 business days after we receive his original one and shipped via ground delivery service. If he wishes to expedite shipping, he may include a check for $19.99 for expedited delivery, inside his shipment. Please make the check out to Hawke & Co. We thank you for your time and we hope [redacted] enjoys his new jacket once he receives it. [redacted]

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]

Following the email I wrote with the details of the jacket as you requested where I said the jacket was received as a gift you replied to exchange at the store and the jacket was a defect not a design flaw then you ignored further emails forcing me to escalate this with a Better Business Complaint. Is ignoring a customers emails forcing a complaint respect? Also to add is every gift you receive wrapped so nicely with a slip of white paper taped to it to give it back? You make a common occurrence of not having a receipt for a gift sound absurd when it is commonplace. Also a gift receipt for this situation is irrelevant because it is not the store's responsibility for a design flaw made by you the manufacturer. You may have an online store to purchase your products, however you are also the manufacturer of said product and responsibly for it's quality. I have explained in detail how the jacket is a design flaw and not a defect. From your reply here it seems you would like me to pay $19.99 plus shipping to exchange this jacket for the same flawed design jacket, that is an example of absurdity and disrespect. If you like I can provide the photos that I was compiling for my honest review of this jacket in exchange for an alternative design, that is a gesture of respect for a customer whom had a gift ruined by your design whom was then ignored by your service forcing a Better Business Complaint.

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

Sincerely,

Consumer

Response:

At this time, I have been contacted directly by Hawke & Co regarding complaint ID [redacted], however my complaint has NOT been resolved because:

[Your Answer Here]

I have been contacted recently, I sent them a picture as requested for an alternate replacement, I have yet to receive item or reply as of today

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

Sincerely,

Business

Response:

This was the second contact from [redacted] via the Revdex.com. We attempted to resolve his complaint by asking him to send us the product so we could replace it with something else. He has yet to send it to us. Has has also asked for a completely different product or money. Seeing as he has no proof of purchase for the product, nor did he purchase the product directly from us, we are unable to give him any monetary compensation. However, in the attempt to resolve this issue (and even though we have yet to receive his original product), we have shipped him a new item. It can be tracked at this URL: [redacted] We hope [redacted] enjoys his new vest.