Leather Gloves Online

Initial Business Response /* (1000, 5, 2016/01/07) */
I am one of the owners of Leather Gloves Online. Ms [redacted] called me a couple of days ago inquiring about a pair of gloves that I had returned to her after she had sent the gloves back to us for a refund. I am always reluctant to return gloves...

back to a customer unless the gloves are returned to us in such a condition that precludes us from placing the gloves back into stock for resale. We cannot accept gloves back for refund nor exchange that have been worn or returned with multiple folds or creases because we cannot resell them. This policy is clearly stated on our web site and on the back of our invoices that accompany every shipment.

You can see the condition of the gloves as returned by Ms [redacted] to Leather Gloves Online at this link:
http://www.leatherglovesonline[redacted]badgloves/L215-0032-9065.jpg
You can see for yourself how the gloves are wrinkled and full of creases. Would you want to receive a pair of gloves in this condition as a "new" pair? I think not which is why I cannot place these gloves back into stock and therefore cannot issue Ms [redacted] a refund. Had she spent as much time repackaging the gloves for return as she has in denigrating my company, she wouldn't be in this situation.

I also was not rude to Ms [redacted] in our phone conversation. After spending much time on the phone trying to explain our policy to her, she finally stated she would place negative reviews on as many sites as possible and then hung up on me. I am always willing to provide whatever assistance I can to our customers and if you read our reviews you will see that we provide exemplary customer service.

I thank you for passing Ms [redacted]'s comments on to us but this is just one of many complaints that she has already filed. It will not change my position with regard to customers who refuse to take the time to return our products in an "as new" condition so that we can place them back into stock. I will gladly provide a refund when the customer takes the minimum care in returning our gloves.

Sincerely,

[redacted], Owner
Leather Gloves Online
Initial Consumer Rebuttal /* (3000, 7, 2016/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I dispute [redacted]'s assertion of the events that transpired. I called Leather Gloves Online on the phone number listed on the website. He answered the call and did not even identify the company. Customer service calls, as a general practice, should be recorded so there is no dispute about the intonation of either party.
Whether or not [redacted] is reluctant or not to accept gloves that are in a condition for resale is irrelevant. He stated that he only deals with this matter in a limited number of situations, in which case, if he offers a 100% satisfaction guarantee, and only suffers minimal return issues, he should only be happy to accept the return at a minimal cost to him. If his return policy is not 100% satisfaction guarantee, but "I must be able to resell them" then he should state so in his return policy. That being said, regardless of the intention behind his online return policy, I followed the return policy to the letter. He has photographic proof of how he received the package. If his policy had stated as such, I too would have taken a photo of the return prior to inserting it into the bag. I did not take note of whether or not the gloves were folded or creased upon receipt, since I immediately tried them on for size (which they were too small and hence the reason for the return). The gloves were placed back into the velvet pouch in a flat condition. They were not rolled or folded. As a customer, my job is NOT to spend time repackaging gloves. I am far from satisfied and made the reflective reviews on Facebook and Google and brought complaints with the Revdex.com, PayPal, and my credit card company. At his request, he said that I should call my credit card company to dispute the charge. This is a transparent effort to shift the risk and liability away from his business to the consumer and the credit card companies. I will be sure to also inform Chase of his intentions and his statement that instead of dealing with customer/merchant issues, he instructs customers to dispute it with the credit card companies instead so that his business does not absorb the costs. I did not hang up on [redacted], he said he had nothing further to say to me, was curt, and told me he was exceptionally busy dealing with returns. I bid him a good day and hung up the phone. During our conversation, he continually stressed to me his need to be able to resell and equated my behavior to another customer who folded the gloves and shoved them into an envelope. I used a padded envelope to return the gloves to ensure proper care during the shipping process. I suggest that [redacted] provide return packaging or paper inserts for the gloves if he demands that they be returned uncreased. Leather is a fabric and is soft, by its nature. Again, I reiterate that his "policy" and practice to shift liability to the customer and/or credit card companies is not industry standard and represents poor customer service. His tone was unacceptable and his manner of rejecting my return by sending it back to me with a photo to be poor customer service. I can understand a business' concern with customers who abuse the return policy, but I am not such a shopper and bought my gloves online because of the 100% satisfaction guarantee. I will continue to assert any claims I may have against a business owner who patronizes his customers and puts finding ways to preserve his bottom line above running a better business.
Final Business Response /* (4000, 9, 2016/01/18) */
I have one response. Our web site under return policies and the back of the invoice that Ms [redacted] filled out to return the gloves clearly state the following in Bright Red Letters!: "Return Your Gloves in Their Original, Unworn, Unfolded Condition"
The following is also stated on the back of the invoice: "All gloves must be returned in their original, unworn, unfolded condition. Gloves must not be stained, folded, creased, worn or damaged in any way. Except in the case of a manufacturer's defect, gloves returned to us in used or unsellable condition will be returned to the customer and no exchagne or refund will be provided. Ensure that the gloves remain in their original condition by handling them carefully, packing them flat for shipping and never folding or creasing the gloves."
I think that pretty much sums up the responsibility of the customer. If Ms [redacted] had spent a fraction of the time spent demeaning my companies reputation on carefully packaging the gloves for return she would have received the proper refund immediately. Ms [redacted] screwed up and now wants my company to cover her mistake. End of story.
I have once again attached the pdf file of the back of our invoice that accompanies all orders and the pdf of the condition Ms [redacted] returned the gloves.