Levi Strauss &

Initial Business Response /* (1000, 10, 2015/10/16) */
I sent an email response for follow up to the customer on 9/30 offering replacement etc. We have not yet heard back from the customer and are awaiting his reply.
Initial [redacted] Rebuttal /* (2000, 12, 2015/10/20) */
(The...

[redacted] indicated he/she ACCEPTED the response from the business.)
Levis stepped up and accepted full responsibility and made it right!
I'm very please with Levis!

Initial Business Response /* (1000, 9, 2015/03/12) */
We sent this [redacted] an email for follow up on 2/19/15. We advised the address to return the shirt and apologized for the negative experience. We have not heard back yet from the [redacted] and have not received the shirt for replacement...

with the closest item available.

Initial Business Response /* (1000, 8, 2015/03/25) */
We have been in contact with the [redacted] and have received his return. Two replacements have been ordered for him and will be sent as soon as they arrive from the warehouse.
Initial [redacted] Rebuttal /* (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 experienced. I am satisfied.

Initial Business Response /* (1000, 10, 2015/10/21) */
On 9/21/15:
We have replaced the customer's order with a voucher, Order Number: XXXXXXXXXX. This order is shipping standard ground, as that's the only available shipping option when using a voucher. This is the same shipping method that...

the customer originally selected on his first order. It appears that the order is processing as normal.
On 9/22/15:
The customer's order is processing as normal and should ship out within the next 24-48 hours.
We have closed the case on our end.
Initial [redacted] Rebuttal /* (3000, 12, 2015/10/22) */
(The [redacted] indicated he/she DID NOT accept the response from the business.)
Never received the order

Initial Business Response /* (1000, 8, 2015/02/06) */
We have sent the [redacted] an email asking for the return of the jeans and have received them for review and exchange. The replacement jeans have been ordered and will be forwarded to the [redacted] as soon as they arrive from the...

warehouse.
Initial [redacted] Rebuttal /* (3000, 11, 2015/02/17) */
(The [redacted] indicated he/she DID NOT accept the response from the business.)
I have submitted the jeans and the paperwork, however it has been three weeks and I have not received the replacement jeans. Levi's stated that they will send two pair and I haven't received the jeans
Final Business Response /* (4000, 13, 2015/02/23) */
Fed Ex is attempting delivery of the replacements today and tomorrow...Tracking # XXXXXXXXXXXX. If the [redacted] contacts Fed Ex, they can arrange the delivery as soon as possible.

Initial Business Response /* (1000, 13, 2016/01/25) */
We have sent the [redacted] an email on 1/11/16 and again today, 1/25/16, asking for more information. We will need to know which store is involved so we can follow up to resolve this.

Ordered 2 pairs of Levi's they make a great product and I will stand by that. But when my shipping says 7-8 days and its been almost 20 and I call and they tell me to follow the tracking and to kick rocks and that is a very disappointing ,but the thing that bothered me about the whole interaction was how rude the customer service agent talked to me with such disdain. for this reason I'm really considering buying my 511's from guess or other jean manufactures, thank you for reading my review -[redacted]

Initial Business Response /* (1000, 5, 2015/09/22) */
We provided the customer with $200 worth of vouchers to substitute the gift certificate. The customer placed orders with our agent on the phone on 9/15/2015, order#XXXXXXXXXX & XXXXXXXXXX under the email [redacted]@hotmail.com. We have...

closed the case on our end.

This is a long story, so the short version of it is just this: during Thanksgiving weekend, the Levi's store suffered a malfunction that would not let them finalize credit or debit card charges. I was told the malfunction was nation-wide. I ended up being charged three times for the same version on November 28th, and then once more on November 30th when the manager was pushing through my refunds.
The long version: On the morning of Black Friday, the card readers were all malfunctioning at the Levi's store in Ala Moana Shopping Center in Honolulu, HI. According to the manager at the time, this happened in multiple stores nation-wide. The manager proceeded to swipe both my credit and debit cards multiple times while guaranteeing me that none of these charges were going through, due to the malfunction. Fast-forward to half an hour later when I check my accounts and see three pending charges for the same purchase from Levi's store Ala Moana. I pointed this out to the same manager and he assured me that the two pending charges on my credit card would not be pushed through because there was no receipt (due to the malfunction) with my signature on it. I ended up receiving a hand-written receipt as I prepared to finally leave. Due to the pending charges question, however, I left them my phone number and name and the manager gave me his, as they would be "checking everything once the system was back up".
Fast forward to Monday mid-morning, when I recheck my accounts and see that I have indeed been charged three times for the same purchase at Levi's store Ala Moana. I immediately called the shop and asked for the original manager (lets call him Manager 1). Instead, Manager 2 apologised profusely and assured me that the problem was being looked into and that they were scheduling the refunds with customers for Tuesday - and "what time would you like us to call you tomorrow?" I replied, "11 am will do fine." As a final question, Manager 2 asked me who I had dealt with on Monday and left my number with as, in her words, "(Manager 1) was definitely supposed to get in touch with you. I will speak to him about this."
Once again, fast forward - to Tuesday at 4pm, when I had to call Levi's store Ala Moana because no one called me. I get Manager 1. As you can imagine, I was deeply into irritated at this point. Manager 1, either sensing that and/or not caring, decided he was above apologies, despite the fact he was involved in this from the beginning. I have never been more annoyed at someone in customer service not giving me a placating apology. I would have taken an insincere apology at this point.
Instead, Manager 1 asks me who I had spoken to the day before because, in his words, he "was never informed (he) was supposed to call customers for refunds."
The finger pointing between both these managers was not appreciated, nor did it go by unnoticed.
But he initiates my refunds over the phone. While I give him the account information for both my cards so that he can refund two of the three charges, I absent-mindedly check my accounts on my computer. You can imagine my surprise when I see a brand new pending charge (that brings us up to four charges) on my credit card statement for November 30th from Levi's store Ala Moana.
In complete shock, I asked Manager 1 (still on the phone) if he had just charged me again.
He did. I called my bank immediately after to verify this.
Following this, I called the Levi's store customer service helpline listed on the website. [redacted] was aghast and an avid listener to my whole story so far. But otherwise, [redacted] only advice/action was to tell me I needed to talk to corporate and/or the HR department and gave me the directory number to do so. Thanks, [redacted].
A day later (this would be December 1st) during business hours, I called the number [redacted] helpfully gave me. I gave an employee from HR the whole story, while she took notes and assured me she would pass it on to the relevant department and that I would receive an e-mail from them in the 24hrs. I gave her my email and carried on with my day.
It is currently December 7th. I have received no e-mail.
Literally every level of the Levi's organisation made available to its customers handled this terribly. They were not pro-active. They did not follow up. They did the bare minimum with, frankly, some attitude. And, overall, I think they took a very casual approach to overcharging their customers.

Initial Business Response /* (1000, 8, 2015/12/28) */
This customer's order, XXXXXXXXXX, in the amount of $74.98, was placed on 11/27/2015, and was delivered and signed for on 12/1/2015 at the forwarding company. The UPS tracking number is 1Z98A65EPXXXXXXXXX and the package was signed for by...

Zhio and delivered to the dock per instruction. We have closed the case on our end.

Initial Business Response /* (1000, 8, 2014/04/04) */
Contact Name and Title: [redacted]
Contact Email: [redacted]@levi.com
On 3/24/14 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 guarantee. Our records indicate we have not heard back from him or received his jeans back yet. When the jeans are returned, they will be forwarded to me for review.

Initial Business Response /* (1000, 9, 2015/11/02) */
We were not able to locate an order for this customer. It appears that this customer's order did not go through, and what the customer is seeing is an authorization hold on the funds in her account.
We were unable to find anything by...

the transaction id (82xXXXXXhmXXXXXXf) that the customer provided.
However, we were able to find a voided transaction on 10/6/15 in the amount of $34.80 with transaction id 8APXXXXXATXXXXXXP. Since this transaction was voided we did not collect on the funds.
We have closed the case on our end.
Thanks again,
[redacted]

I've bought cheap skinny jeans and such from [redacted] or [redacted] for years. I finally wanted to upgrade to supposed "good quality" jeans: Levi's. I spent around $170 on 4 pairs...the worst decision I've ever made. They fit well in the store, and seemed to be nice jeans. However, after one wash, one pair actually expanded in size to the point where it's unwearable for me, and is incredibly baggy. Two of my other 3 pairs fit very well for a few months, but then the fabric began to self-destruct, basically. The fabric around the front and back seams began pulling up and forming ridges that stick out when wearing them and can't even be tamed with an iron. Over all, I must express my disappointment with Lev's jeans. They used to be such great quality, but the fabrics are now incredibly cheap feeling and they are poorly made. In all honestly, you'd be better off keeping your $50 and buying a cheap $9 pair at [redacted].

Initial Business Response /* (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 /* (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, 2015/12/28) */
This customer's refund was processed on 12/21/2015, in the amount of $63.62, for order XXXXXXXXXX. The customer also received an email notification of the refund that was processed. We have closed the case on our end.
Initial...

[redacted] Rebuttal /* (2000, 7, 2016/01/04) */
(The [redacted] indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 10, 2015/03/17) */
As of 2/25 we have been playing phone/email tag with the customer. He contacted us on 2/24 to provide updated payment information so that we will be able to process his refund as soon as the return is received. At this time, the only...

outstanding need for this customer is to receive his item, at which time the refund will be processed within 2-3 business days. We are waiting for confirmation that the return was received and the refund was processed.
The [redacted]'s refund was processed on 3/2 for $39.86.
Initial [redacted] Rebuttal /* (2000, 12, 2015/03/18) */
(The [redacted] indicated he/she ACCEPTED the response from the business.)

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

Initial Business Response /* (1000, 6, 2016/02/03) */
We spoke with the [redacted] again and placed an order for 3 pairs of 501(R) Shrink-To-Fit(R) Jeans in the color Rigid size 34x36. The new order number that was placed is XXXXXXXXXX which has been shipped without issues. He was provided the...

agent's direct contact information and hours of availability should he have further questions/concerns. We have closed the case on our end.
Initial [redacted] Rebuttal /* (2000, 8, 2016/02/09) */
(The [redacted] indicated he/she ACCEPTED the response from the business.)
Levi Strauss & Co. fulfilled my order only because I had reached out to the Revdex.com. If it wasn't for the Revdex.com I believe that nothing would have come of this. I appreciate that Levi Strauss & Co. took the time to resolve this fairly with the help of the Revdex.com. Thanks.

Initial Business Response /* (1000, 10, 2016/01/22) */
This issue has been reported to our e-commerce marketing team. They will ensure our pricing communication is clear and compliant.