Kryptonite Kollectibles, Inc.

I received a damaged backpack from themI emailed them several times over a one month periodThey finally replied and said they could start a returnIt took another month or so for them to email me a return slipI mailed back to themI have proof of it from the post officeIt has been over a monthI have emailed and called themThey have not send me a new, undamaged backpack nor have they issued a refundThey have not returned any calls or emails since thenThe item was $plus shipping

The customer contacted us stating the sweatshirt was defective. They claimed that the patch was lifting on the edges and that the logo was off center. I explained that we were sorry that we missed the poor quality and said they could return it for a full refund including their return
shipping. When we received the return, I examined the sweatshirt for the defects that were claimed. The patch was not lifted on any of the edges and when I folded the sweatshirt exactly in half and measured the centering of the logo, it was less than 1/16" off center. I even had *** examine it and she made the same judgement that I did. The sweatshirt was not defective or of poor quality. I issued a full refund for the customer but did not credit the return shipping since it was a straight return, not a return of defective merchandise. The customer contacted me asking why the shipping was not refunded and I explained to her that of us could not find any instance of the patch lifting on any of the edges and that it was not off center. She replied by stating that she was going to contact the Revdex.com. I wrote again apologizing but that of us could not verify what she was describing and asked her to respond with exactly what she had seen to be able to guide us with seeing what she saw. She never responded to my last contact. She wanted to return it and made the claim that she did so that we would have to pay for the shipping

I'm sorry that you feel you've received poor customer service.The very first e-mail we received from you regarding this issue was on 09/25/2016, and we sent a prepaid label for you to return the item the very next day, 09/26/2016. Keep in mind, this was already more than a month after you received...

your item  (your item was delivered on 08/19/2016).You then neglected to return the item to us until November 2nd (USPS Priority Mail Tracking number [redacted]), well over a month after the return was authorized. Your item was received at our facilty, in poor condition, and with obvious signs of heavy wear, and  with no identifying paperwork, on 11/04/2016. I had no way to proceed with a refund, or replacement, or contact you about the condition of your return, as you provided no paperwork or identifying information with your item. Still, I held onto the item for 30 days, before discarding it because it was in such poor condition.We refunded your order in full on Dec, 23rd. We are done with this case and will take no further action as we have went above and beyond to refund an item that was used and damaged by the customer.

I am firm on my complaint and simply amazed at the insinuation of deceit.

Review: Received poor quality Green Bay Packer hooded sweatshirt with lifting edges of patch and not centered. Company promises full refund plus return shipping for defective merchandise. Upon received returned item Krytonite Kollectibles denied my complaint and refused return postage refund.Desired Settlement: $5.95 return postage refund

Poor customer service practice

Business

Response:

The customer contacted us stating the sweatshirt was defective. They claimed that the patch was lifting on the edges and that the logo was off center. I explained that we were sorry that we missed the poor quality and said they could return it for a full refund including their return shipping. When we received the return, I examined the sweatshirt for the defects that were claimed. The patch was not lifted on any of the edges and when I folded the sweatshirt exactly in half and measured the centering of the logo, it was less than 1/16" off center. I even had [redacted] examine it and she made the same judgement that I did. The sweatshirt was not defective or of poor quality. I issued a full refund for the customer but did not credit the return shipping since it was a straight return, not a return of defective merchandise. The customer contacted me asking why the shipping was not refunded and I explained to her that 2 of us could not find any instance of the patch lifting on any of the edges and that it was not off center. She replied by stating that she was going to contact the Revdex.com. I wrote again apologizing but that 2 of us could not verify what she was describing and asked her to respond with exactly what she had seen to be able to guide us with seeing what she saw. She never responded to my last contact.

I ordered a hat from Kryptonite Kollectibles before Thanksgiving as a Christmas Gift. Surely a month is enough time for them to ship the item to a destination only a couple states away. I did not receive the item before Christmas, and when confronting Kryptonite about the issue thier solution for me was to refuse the package when it shows up and they would issue a refund. How does that solve my problem? Also, how do you refuse a package that never arrives? Terrible customer service.