Initial Business Response / [redacted] (1000, 8, 2015/09/09) */ Hello - We apologize for any issues experienced with your orderIt is not our intent to mislead our visitors in any way This promotion is advertised on our site, and does contain a message stating, "some exclusions apply"(see attached screenshot) In addition, in the email that is sent, there is a link that directs people to our exclusions http://www.luggagepros.com/policies/exclusions-nl.shtml (also included in attached screenshot) Again, we apologize for the issues you experienced and would be happy to offer your order at 20% w/ 3-day shipping if you're still interested in the luggage To redeem this offer, or answer any questions, please call [redacted] and ask for Alyson Thank you -Luggage Pros
Customer purchase product in April Unfortunately, we cannot accept returns once product has been used, as referenced in our policies However, we would be glad to work with customer with warranty process Please see email below Thanks From: Luggage Pros - Customer Accounts Sent: Thursday, July 14, 3:PM To: [redacted] < [redacted] @msn.com>; Rob [redacted] Cc: Luggage Pros - Customer Accounts Subject: RE: Looking for a solution to a broken product Hi [redacted] , I appreciate the opportunity to have discussed this with you over the phone Again, unfortunately due to the time since ordering and the bag having been used unfortunately we defer to the warranty processAs I had mentioned on the phone we’re more than happy to help you with initiating the process Thank you, Cory [redacted] | Customer Accounts Specialist [email protected] |###-###-#### www.LuggagePros.com
On August 17th, Mr *** placed order Oder was shipped on August 18th and Federal Express states it was delivered on August 23rd. ON August 30th, the following email was sent to Mr***. Hello ***, Just wanted to keep you posted that FedEx is still investigating the
missing packageThey said they have left a voicemail for you but had not heard back and so the investigation is still on going. Please do not hesitate to contact me with any further questions or concerns. ON September 1st, the following email was sent to Mr***.Hello ***, FedEx reached out this morning and let us know that they have closed the caseThey also mentioned when they spoke with you still had not received thisNow that the case is closed we would be able to proceed with the next stepsWe can do a reshipment if you’d still like the item or a refund, whichever you would prefer. Please let us know how you’d like to proceed. Thank you,Coley ***|Customer Accounts Specialist ON September 1st, we requested the manufacture, Samsonite, to reship order Samsonite informed our company order would not ship, based on store hitting Florida. Following email was sent to Mr***. From: Coley *** Sent: Thursday, September 01, 3:PM To: '*** ***' Subject: RE: Luggage Pros Order *** Hello ***, I’m sorry to report I have bad newsI was just informed due to the storms the warehouse in Florida will be unable to ship anything until TuesdayThey are closed tomorrow for safetyI know you needed this by MondayWould you like us to cancel this and issue a refund or would you still like the item just at a different date? It is my understanding, Mr*** wanted order cancelled and credit issuedCredit will be issued to his credit card
After a month of trying to assist this customer with her needs, and spending significant dollars in shipping costs, we’ve come to the conclusion that we are not able to meet her expectations We’ve been a partner with Lipault for many years, and we are an authorized reseller of their items
We’ve worked closely with them since this situation arose, and have confirmed that the items the customer received, are correct and true to what Lipault offers as the color bags she ordered - Ruby Red.Because we are unable to meet her expectations, we’ve refunded the customer in full, and advised her that we are closing her order
Initial Business Response /* (1000, 8, 2015/09/09) */
Hello - We apologize for any issues experienced with your order. It is not our intent to mislead our visitors in any way.
This promotion is advertised on our site, and does contain a message stating, "some exclusions apply". (see attached...
screenshot)
In addition, in the email that is sent, there is a link that directs people to our exclusions page: http://www.luggagepros.com/policies/exclusions-nl.shtml (also included in attached screenshot)
Again, we apologize for the issues you experienced and would be happy to offer your order at 20% w/ 3-day shipping if you're still interested in the luggage.
To redeem this offer, or answer any questions, please call [redacted] and ask for Alyson.
Thank you
-Luggage Pros
George [redacted], at Lipault, confirmed the correct color was sent to customer. George confirmed box/tag matched. Please see attached image of the tag. Unfortunately, we can only go by what the manufacture states and must rely on the manufacture. If the customer still doesn't believe what we are being told, I would encourage customer to contact the manufacture.
I am rejecting this response because:
NB. No attached image was received. We have contacted the manufacturer, as clearly stated previously. What position does George [redacted] hold at Lipault? Again, the General Manager, Michelle [redacted], herself, confirmed the issue with the luggage labeling. If Luggage “Pros” says they must go by “…what the manufacture (sic) states and must rely on the manufacture (sic,)” why is Lipault’s General Manager’s statement ignored!? What is the point of saying that the box and tags match if the items themselves are confirmed by the manufacturer’s own company Head to have been mislabeled? That is the very issue –the luggage has been tagged and boxed with incorrect labels! As well, note that we did not request a refund -Luggage “Pros” Manager, Alyson [redacted], refunded our funds without consulting us first! This is very unprofessional, as there are charges incurred on card purchases for foreign exchange and related bank fees; and so we did not receive a full refund for this order. We should not have had to pay these unfair fees in this case either.
Customer ordered product on July 18th and Fedex tracking shows it was picked up on July 20th. Once our system shows tracking from Fedex, we request customer return product with our prepaid return label. We have found, if we try and reroute package once it has shipped, in most cases it...
turns out to create more issues. Please see email sent to customer on July 21. $40 shipping credit was issued on July 21st. From: Cory [redacted] Sent: Friday, July 21, 2017 8:37 AMTo: '[email protected]'Subject: Luggage Pros Order W664057Hello,Thank you for calling about your order.As we discussed on the phone, we are unable to cancel an order after it ships, however we are more than happy to help with setting up a return after the item is delivered. Simply contact us after delivery and we’re glad to help. We cover the return shipping and everything.I’m certainly very sorry that the order is not arriving in the timeframe you were initially hoping for, and we’re crediting back to you the shipping cost you had paid today. Please remember it may take your bank a few business days to post the credit to your account (most banks take around 3-5 business days).Please do not hesitate to contact me with any further questions or concerns.Thank you,
I am rejecting this response because:
I've provided those details in my initial response.the product was defective upon arrive and not noticed until first use.
Customer purchase product in April. Unfortunately, we cannot accept returns once product has been used, as referenced in our policies. However, we would be glad to work with customer with warranty process. Please see email below. Thanks From: Luggage Pros -...
Customer Accounts Sent: Thursday, July 14, 2016 3:16 PM To: [redacted] <[redacted]@msn.com>; Rob [redacted] <[email protected]> Cc: Luggage Pros - Customer Accounts <[email protected]> Subject: RE: Looking for a solution to a broken product Hi [redacted], I appreciate the opportunity to have discussed this with you over the phone. Again, unfortunately due to the time since ordering and the bag having been used unfortunately we defer to the warranty process. As I had mentioned on the phone we’re more than happy to help you with initiating the process. Thank you, Cory [redacted] | Customer Accounts Specialist [email protected] |###-###-#### www.LuggagePros.com
Initial Business Response / [redacted] (1000, 8, 2015/09/09) */ Hello - We apologize for any issues experienced with your orderIt is not our intent to mislead our visitors in any way This promotion is advertised on our site, and does contain a message stating, "some exclusions apply"(see attached screenshot) In addition, in the email that is sent, there is a link that directs people to our exclusions http://www.luggagepros.com/policies/exclusions-nl.shtml (also included in attached screenshot) Again, we apologize for the issues you experienced and would be happy to offer your order at 20% w/ 3-day shipping if you're still interested in the luggage To redeem this offer, or answer any questions, please call [redacted] and ask for Alyson Thank you -Luggage Pros
Customer purchase product in April Unfortunately, we cannot accept returns once product has been used, as referenced in our policies However, we would be glad to work with customer with warranty process Please see email below Thanks From: Luggage Pros - Customer Accounts Sent: Thursday, July 14, 3:PM To: [redacted] < [redacted] @msn.com>; Rob [redacted] Cc: Luggage Pros - Customer Accounts Subject: RE: Looking for a solution to a broken product Hi [redacted] , I appreciate the opportunity to have discussed this with you over the phone Again, unfortunately due to the time since ordering and the bag having been used unfortunately we defer to the warranty processAs I had mentioned on the phone we’re more than happy to help you with initiating the process Thank you, Cory [redacted] | Customer Accounts Specialist [email protected] |###-###-#### www.LuggagePros.com
On August 17th, Mr *** placed order Oder was shipped on August 18th and Federal Express states it was delivered on August 23rd. ON August 30th, the following email was sent to Mr***. Hello ***, Just wanted to keep you posted that FedEx is still investigating the
missing packageThey said they have left a voicemail for you but had not heard back and so the investigation is still on going. Please do not hesitate to contact me with any further questions or concerns. ON September 1st, the following email was sent to Mr***.Hello ***, FedEx reached out this morning and let us know that they have closed the caseThey also mentioned when they spoke with you still had not received thisNow that the case is closed we would be able to proceed with the next stepsWe can do a reshipment if you’d still like the item or a refund, whichever you would prefer. Please let us know how you’d like to proceed. Thank you,Coley ***|Customer Accounts Specialist ON September 1st, we requested the manufacture, Samsonite, to reship order Samsonite informed our company order would not ship, based on store hitting Florida. Following email was sent to Mr***. From: Coley *** Sent: Thursday, September 01, 3:PM To: '*** ***' Subject: RE: Luggage Pros Order *** Hello ***, I’m sorry to report I have bad newsI was just informed due to the storms the warehouse in Florida will be unable to ship anything until TuesdayThey are closed tomorrow for safetyI know you needed this by MondayWould you like us to cancel this and issue a refund or would you still like the item just at a different date? It is my understanding, Mr*** wanted order cancelled and credit issuedCredit will be issued to his credit card
After a month of trying to assist this customer with her needs, and spending significant dollars in shipping costs, we’ve come to the conclusion that we are not able to meet her expectations We’ve been a partner with Lipault for many years, and we are an authorized reseller of their items
We’ve worked closely with them since this situation arose, and have confirmed that the items the customer received, are correct and true to what Lipault offers as the color bags she ordered - Ruby Red.Because we are unable to meet her expectations, we’ve refunded the customer in full, and advised her that we are closing her order
Initial Business Response /* (1000, 8, 2015/09/09) */
Hello - We apologize for any issues experienced with your order. It is not our intent to mislead our visitors in any way.
This promotion is advertised on our site, and does contain a message stating, "some exclusions apply". (see attached...
screenshot)
In addition, in the email that is sent, there is a link that directs people to our exclusions page: http://www.luggagepros.com/policies/exclusions-nl.shtml (also included in attached screenshot)
Again, we apologize for the issues you experienced and would be happy to offer your order at 20% w/ 3-day shipping if you're still interested in the luggage.
To redeem this offer, or answer any questions, please call [redacted] and ask for Alyson.
Thank you
-Luggage Pros
George [redacted], at Lipault, confirmed the correct color was sent to customer. George confirmed box/tag matched. Please see attached image of the tag. Unfortunately, we can only go by what the manufacture states and must rely on the manufacture. If the customer still doesn't believe what we are being told, I would encourage customer to contact the manufacture.
I am rejecting this response because:
NB. No attached image was received. We have contacted the manufacturer, as clearly stated previously. What position does George [redacted] hold at Lipault? Again, the General Manager, Michelle [redacted], herself, confirmed the issue with the luggage labeling. If Luggage “Pros” says they must go by “…what the manufacture (sic) states and must rely on the manufacture (sic,)” why is Lipault’s General Manager’s statement ignored!? What is the point of saying that the box and tags match if the items themselves are confirmed by the manufacturer’s own company Head to have been mislabeled? That is the very issue –the luggage has been tagged and boxed with incorrect labels! As well, note that we did not request a refund -Luggage “Pros” Manager, Alyson [redacted], refunded our funds without consulting us first! This is very unprofessional, as there are charges incurred on card purchases for foreign exchange and related bank fees; and so we did not receive a full refund for this order. We should not have had to pay these unfair fees in this case either.
Customer ordered product on July 18th and Fedex tracking shows it was picked up on July 20th. Once our system shows tracking from Fedex, we request customer return product with our prepaid return label. We have found, if we try and reroute package once it has shipped, in most cases it...
turns out to create more issues. Please see email sent to customer on July 21. $40 shipping credit was issued on July 21st. From: Cory [redacted] Sent: Friday, July 21, 2017 8:37 AMTo: '[email protected]'Subject: Luggage Pros Order W664057Hello,Thank you for calling about your order.As we discussed on the phone, we are unable to cancel an order after it ships, however we are more than happy to help with setting up a return after the item is delivered. Simply contact us after delivery and we’re glad to help. We cover the return shipping and everything.I’m certainly very sorry that the order is not arriving in the timeframe you were initially hoping for, and we’re crediting back to you the shipping cost you had paid today. Please remember it may take your bank a few business days to post the credit to your account (most banks take around 3-5 business days).Please do not hesitate to contact me with any further questions or concerns.Thank you,
I am rejecting this response because:
I've provided those details in my initial response.the product was defective upon arrive and not noticed until first use.
Customer purchase product in April. Unfortunately, we cannot accept returns once product has been used, as referenced in our policies. However, we would be glad to work with customer with warranty process. Please see email below. Thanks From: Luggage Pros -...
Customer Accounts Sent: Thursday, July 14, 2016 3:16 PM To: [redacted] <[redacted]@msn.com>; Rob [redacted] <[email protected]> Cc: Luggage Pros - Customer Accounts <[email protected]> Subject: RE: Looking for a solution to a broken product Hi [redacted], I appreciate the opportunity to have discussed this with you over the phone. Again, unfortunately due to the time since ordering and the bag having been used unfortunately we defer to the warranty process. As I had mentioned on the phone we’re more than happy to help you with initiating the process. Thank you, Cory [redacted] | Customer Accounts Specialist [email protected] |###-###-#### www.LuggagePros.com