Levi Strauss &

Initial Business Response / [redacted] (1000, 8, 2014/04/04) */ Contact Name and Title: [redacted] Contact Email: [redacted] @levi.com On 3/24/I sent the [redacted] an email response to this complaint with a link to a prepaid mailing label for returning the jeans for inspection and replacement if they fall under our guaranteeOur records indicate we have not heard back from him or received his jeans back yetWhen the jeans are returned, they will be forwarded to me for review

Initial Business Response / [redacted] (1000, 8, 2015/03/25) */ We have been in contact with the [redacted] and have received his returnTwo replacements have been ordered for him and will be sent as soon as they arrive from the warehouse Initial [redacted] Rebuttal / [redacted] (2000, 10, 2015/04/08) */ (The [redacted] indicated he/she ACCEPTED the response from the business.) I returned the shorts and the company agreed to send me two new pairs for the inconvenience I have experiencedI am satisfied

Initial Business Response / [redacted] (1000, 5, 2015/12/28) */ This customer's refund was processed on 12/21/2015, in the amount of $63.62, for order XXXXXXXXXXThe customer also received an email notification of the refund that was processedWe have closed the case on our end Initial [redacted] Rebuttal / [redacted] (2000, 7, 2016/01/04) */ (The [redacted] indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2014/02/20) */ We have confirmed that consumer has been unsubscribed from email distributionHer complaint was raised to our online management team and they followed up to resolve

Initial Business Response / [redacted] (1000, 8, 2014/10/30) */ As of 10/14, we have spoken with the customer. She has been provided with instructions to return for a refund and was very pleased with the response/action that was taken for her. We have closed the case on our end. Initial... [redacted] Rebuttal / [redacted] (3000, 10, 2014/11/02) */ (The [redacted] indicated he/she DID NOT accept the response from the business.) They did refund me but their web site still does not make it clear that sales are final for some products like the one I was refunded for, see url: http://us.dockers.com/product/index.jsp?productId=XXXXXXX&cp=XXXXXXX.XXXXXXX...⇄

Initial Business Response /* (1000, 5, 2014/05/20) */
I have spoken to the consumer and apologized for the confusion (he was told to return two jeans that were purchased at one of our stores to the online returns address) and have initiated a refund check of $for him to resolve his
complaint

Initial Business Response /* (1000, 9, 2014/11/13) */
Refund checks have been processed and mailed to this consumer and her sister as requested for complete settlement of this complaintThe two checks were mailed on 11/4/We have closed the case on our end

Initial Business Response /* (1000, 8, 2014/06/16) */
This consumer's complaint has been forwarded to our retail team in Munich for follwith the customer directly since the consumer lives in Munich and the jeans were purchased thereThe issue is with the store exchange policy - I
will update this page as soon as I hear back from the team
Final Business Response /* (4000, 11, 2014/06/30) */
Our team in Germany has confirmed that the consumer was contacted via email and as of 6/20, the complaint has been resolvedWe are closing the case on our end

Initial Business Response /* *** 8, 2015/01/08) */
We were in contact with this consumer on 12/29/but the consumer had disgarded both jeans and could not return them to us for review and/or repairSince the jeans were purchased at Macy's we asked for a copy of the receipt or credit
card statement and the consumer was going to look for that for usWe need some proof of purchase to advise what the consumer had before proceeding further, especially if we cannot retrieve the garmentsWe are waiting to hear back from the consumer

Initial Business Response /* (1000, 5, 2015/12/10) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@levi.com
We have resent the order of pairs of jeans to *** He (Order Number:XXXXXXXXXX) and are sending a pre-paid return mailing label to
send back the incorrect itemsWe have closed this case on our end
Initial *** Rebuttal /* (3000, 7, 2015/12/25) */
(The *** indicated he/she DID NOT accept the response from the business.)
I sent back the wrong items at my own expenseThe Fedex tracking number is XXXXXXXXXXXXXXX with tracking information below
https://www.fedex.com/apps/fedextrack/?action=track&tracknumbers=XXXXXXXXXXXXXXX...⇄ /> Please refund me the Fedex expense of $

Initial Business Response /* (1000, 9, 2014/12/18) */
We have contacted the consumer to confirm her return has been made and any authorization holds have been removedWe have made several attempts to reach the customer (dates and method below) with no responseWe are closing the case on
our end
12/8: Phone - Line was answered, we asked for *** but the person who answered disconnect the call without responding
12/9: Phone - Voicemail was left for *** asking her to call back
12/10: Email - Email was sent to *** asking that she call us to confirm that her refund was processed in-store, and to discuss any other concerns she might have
12/12: Phone - Voicemail was left asking for her to call back

Initial Business Response /* (1000, 8, 2015/08/31) */
This ***'s refund for $has been processedThis is a refund that will be going back to the original form of payment on the customer's order, the discover cardFrom the date it was processed, 8/3/15, it typically takes 3-
business days for the bank to issue the funds back to the customer's accountWe have closed the case on our end
Initial *** Rebuttal /* (2000, 10, 2015/09/03) */
(The *** indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 8, 2014/07/30) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@levi.com
I left a message and sent an email to this consumer on 7/14/asking to hear back so we can resolve this issueI have not heard
back yet and will hope to hear back soon to take care of this complaint

Initial Business Response /* (1000, 5, 2015/01/20) */
We have received the consumer's jeans and are processing a full refund for him, including the postageWe have sent him an email to confirm status of the case and will close the case when the check arrives from Accounting and is
sent
Initial *** Rebuttal /* (2000, 10, 2015/02/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you, everything has been resolved

Initial Business Response /* (1000, 8, 2015/02/06) */
This complaint has been resolved as of 1/20/The *** was refunded for the item cost on 1/16/($62.40), but the shipping costs were not refunded at that time (our error)We processed a refund of his shipping costs on 1/20/
($7.97, including tax)He has been refunded in full ($70.37), and he spoke with an escalation team member on 1/to clarify the refund processing timeframes

Below is my story about Levi’s Online, one pair of jeans, and total incompetenceThe boldface in the chat exchange I added because I was madI still amOh, and I didn’t copy (but so wish I would have) the final line, which was from Levi’s, that said something to the effect of “Great ***! Have a good day!”
Dear Levi's
I’m writing about order numbers XXXXXXXX and XXXXXXX, and reference number XXXXXXXOh, and chat session number XXXXXXX. There was another chat session in there, but foolishly, I didn’t think I would need to write down the numberAll of these numbers are for one pair of jeans I ordered online on March and have yet to receiveWhen I called about the first order, a pair of Ct jeans on sale, the person said the order was never filled and that it had something to do with difficulty getting the jeans from China (which would probably not be terrific PR for you)She canceled the order then told me I would have to pay full price for the jeans but could get a percent discount, which I tookBut why didn’t she just fulfill the order since the discount and the sale price were practically the same?
No matterI waited for a confirmation email on the second order which never arrivedWhen I called again, the phone operator offered me a discount which I took, then said I’d hear from you within hoursThat didn’t happenSo I got on a live chat with somebody who was COMPLETELY ineffective (transcript below.) By now I’m really angry with Levi’s and am ready to spread the word far and wide that your online order system is unreliable, and your customer service, though polite, is patronizing and aggravatingWhat else is disappointing is that you’re a San Francisco stalwartAs a bay area resident, that bums me outSystem: Thank you for contacting Levi’s® Live ChatWe will be with you in just a momentMe: Initial Question/Comment: I have been trying to get a pair of jeans and my order has been messed up several timesI was supposed to hear this morning about the status of my orderReference number is XXXXXXXWhere are my jeans?
 System: *** *has joined this session!
 System: Connected with *** *Your reference number for this chat session is XXXXXXXX*** *.: Hello ***
*** *.: I am *** ***Me: Hi ***What's happening with my order?
*** *.: Please hold while I bring up the number and lookI am sorry,
 Me: What's going on?
*** *.: I am sorry, please hold 2-minutes while bring your order upMe: I've been holding for five minutes now*** *.: Can you verify that number for me
*** *.: I am sorryThe computer system is running slowIf I could I would certainly change that,
*** *.: Never mind, I am using the order number*** *.: There are several notes on this order, I need see what is going on
*** *.: Okay so you talked to somebody yesterday at 4/it appears the your order is being looked at by corporate waiting to an updateMe: Actually it was TuesdayWhy is this taking so long?
*** *.: 4/19, and 4/there are notes*** *.: Please hold while I attempt to speak to a supervisorIf I am unable to reach 1, I recommend you call and speak to someone directlyMe: This is terrible*** *.: Rather than going back and reading all the notes, making you wait longer, what is it that happened and what are you waiting for?
Me: What is the problem????? Read the notes! That's your job!!!
 
 
*** *.: Please hold ***, 2-minutesI am currently waiting for a supervisor to see if they can assist youHowever, it has already been directed to corporateMy name is ***There is no "A" in my nameI've been holding with you for about minutes nowForget itThis interaction has been copied and I'll talk to somebody higher up

Initial Business Response /* (1000, 5, 2016/01/26) */
We have spoken with the customer and found that the item in question was actually purchased from a Macy's store locationOur team has contacted him to assist with a Quality Return and everything should be resolved at this timeWe are
in process of closing case with this consumer

Initial Business Response /* (1000, 5, 2014/12/18) */
We have been in touch with [redacted] and her bank. They were able to find the refund and post it to her new account. All is resolved! We have closed the case on our end.

Initial Business Response /* (1000, 8, 2014/12/18) */
We have tried contacting the consumer to confirm the return of his online purchases but are still trying to reach him: 12/8: Phone - Left voicemail asking for [redacted] to call us back.
12/12: Attempted to call, but phone line would not...

allow a voicemail - emailed customer asking he call us back.
12/16: Attempted to call, but phone line would not allow a voicemail - emailed customer asking he call us back.
We are closing the case on our end.
Initial Consumer Rebuttal /* (3000, 10, 2014/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I called customer service back and left a voicemail message for [redacted] at X-XXX-XXX-XXXX, ext. XXXXX. The case number that was assigned is: XXXXXXXX

This has been a problem ever since Levis stopped making 501s in the USA. When they moved the production to other countries none of there jeans fit the same. I just bought a pair that is over two inches longer than the last They are still the best jeans with heavy canvas for work.This is not just me having the problem, the store where I buy them say people bring them back all the time and then the people at the store get mad. I have pictures and sent them to Levis and have said something many times, this is now your department.
Thanks.
l