MTR Custom Leather, LLC

Initial Business Response /* (1000, 9, 2016/05/25) */
MTR custom made Mr*** a leather holster that was specifically custom to his laser and weaponMr*** added extra features to his holster to make the holster custom to his needsFor an example he added double stitching, sweat shield,
ecr attachment and a laser to his rare CZ P-weaponKnowing all this information, it is clearly stated non our website the following,
There is no return or exchange on products due to the fact that every item is made to customer requests
Any item returned for exchange or refund must be unused and in "as new" condition
Items ordered with options such as stamping, decorative stitching, laser/lights, colored stitching, enclosed bottom, double stitching, stiffiner, exotic leather, etcare considered special order items and are NOT returnable for exchange or refundOnly items ordered in their standard configuration qualify for a refund or exchangeIf you have any questions on what is, or what isn't returnable, please call and ask before ordering
Original or return shipping charges are not subject to refund or reimbursement
However, MTR went beyond and took the clearly used, not new condition, very beat up holster backWe tried to please Mr***MTR gave Mr*** back his money for the holsterAs stated clearly on our website, "Original or return shipping charges are not subject to refund or reimbursement."
By the way before we could even return Mr.***'s money back to him, he had already made a paypal complaint, made and harassed our product on Youtube with different videos and had sent several emails with complaints and threats to the company
After being harassed, MTR still gave Mr.***'s back his money in full for the holster onlyMTR is here to please our customers and do all that we can for them
Initial Consumer Rebuttal /* (3000, 11, 2016/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
MTR Custom Leather's response to my complaint filed here has completely disregarded ANY of the facts regarding their failureI ordered the holster directly off of the MTR website using the options MTR offered and they failed to make a useable holster after charging me $130!
It is very sad to see a business owner act so immature and dishonestly as to falsely accuse the customer of returning a holster in "beat up condition", when it was returned as newI took detailed pictures of the holster and package prior to mailing the returnThese pictures have been posted on YouTube and can be found by searching MTR holster problem
There is no denying the detailed, accurate videos on YouTube showing how badly the holster was made, rendering it dangerous and un-useableThe truthful review of this holster certainly was not threatening or harassment as claimed by MTR
*** forced MTR Holsters to refund me for this order as per their policy in protecting a customer who was wrongedIF the holster had been made correctly, I would have no problem with paying return shipping, but not when MTR FAILED in every way to produce a useable product
MTR Custom Leather is owned and operated by lying, non-professional people with no honor

Initial Business Response /* (1000, 6, 2016/08/16) */
Contact Name and Title: Stephanie R[redacted]
Contact Phone: [redacted]
Contact Email: [redacted]@hotmail.com
This is the 2nd time Mr. [redacted], is filing a complaint with the same order. The first time, he filled a complaint on Revdex.com without even...

contacting us first by phone or email to resolve the problem. Second of all Mr. [redacted] ordered a full custom exotic grey elephant rig including a custom holster, gun belt and 2 magazines carriers for $400 as Mr. [redacted] stated. This is a heck of a deal for full elephant first of all. Also, keep in mind that we gave Mr. [redacted] FREE PRIORITY MAIL with tracking and $50.00 insurance. Second, Mr. [redacted] decided to change our original pattern of the holster and take off the custom thumb break that comes on the holster. When changing the pattern of a holster, there is usually a fee, because now the holster is hand cut and custom, however we WAIVED the fee for FREE. Third, when Mr. [redacted] received the full custom exotic grey elephant rig including a custom holster, gun belt and 2 magazines carriers, the only thing that he was not happy about was the HOLSTER ONLY because it did not have that one feature that he changed on our pattern. So, Mr. [redacted] filled the first Revdex.com complaint instead of dealing directly with us first. So, MTR Custom Leather went beyond and told Mr. [redacted] to send the HOLSTER ONLY back and we will cut off the added thumb break which was accidently placed on his holster (which is normally standard on the holster to begin) no big deal. Keep in mind, MTR Custom Leather PAID in full for FREE PRIORITY MAIL with tracking and $50.00 insurance for the second time for Mr. [redacted] to send the HOLSTER ONLY back to us. So we would receive the HOLSTER ONLY back within 2 days. When we received the HOLSTER ONLY, fix the HOLSTER ONLY by removing the thumb break and sent back the HOLSTER ONLY within 1 week. MTR Custom Leather cares a lot about their customers and we try hard to get the product out fast as possible. Keep in mind Mr. [redacted] stated that he waited 2 months for his a full custom exotic grey elephant rig including a custom holster, gun belt and 2 magazines carriers, which is a really good time frame. Due to our normal wait time at his time of purchase was 15-16 weeks as stated at the time of purchase on our website and by email. Almost all professional high end handmade leather holster manufactures time frame is the same or a lot longer. There are some up to 6-8 months. Also, given that this is a full custom exotic grey elephant rig including a custom holster, gun belt and 2 magazines carrier, which takes longer to create. Back to the complaint, when Mr. [redacted] received the HOLSTER ONLY again, he was not happy. I just don't think you can please Mr. [redacted]. MTR Custom Leather has tried their best to please Mr. [redacted]. But again, MTR Custom Leather went beyond again, and we told Mr. [redacted] to send back the HOLSTER ONLY and we will just make him a BRAND NEW HOLSTER ONLY in full exotic grey elephant and have it out to him within 1 week as usual for returns. The holster alone to remake it, is worth over $174.00. But that's okay, we are here to serve our customers to the very best and to make them happy. Mr. [redacted] again was not satisfied or happy. WHY? Because he just had to pay to ship the holster back to us. WOW! We are really to make you another holster worth over $174.00 and all you have to do is pay for shipping to return the supposedly defeated holster back to us only. We would ship his new custom full elephant back to his for FREE! So Mr. [redacted] filled another complaint for a full refund of not just his holster, but now for his whole full custom exotic grey elephant rig including a custom holster, gun belt and 2 magazines carriers. So now not only is Mr. [redacted] wanting to return is holster which he had a problem with but everything and wanting a full refund for something that is made perfect. As stated on our shipping and return page on our website," There is no return or exchange on products due to the fact that every item is made to customers' requests." "Any item returned for exchange or refund must be unused and in "as new" condition". "Belts that are made to your individual sizing specifications are not returnable for exchange or refund. No exceptions!" "Items ordered with options such as stamping, decorative stitching, laser/lights, colored stitching, enclosed bottom, double stitching, stiffiner, exotic leather, etc. are considered special order items and are NOT returnable for exchange or refund. Only items ordered in their standard configuration qualify for a refund or exchange. If you have any questions on what is, or what isn't returnable, please call and ask before ordering." "That is providing the item is both unused and in "as new" condition. Certain items may be subject to a 30% restocking fee." However, again MTR Custom Leather went beyond and returned all the items back with no problem at all. As one can see, are excepting all items back from Mr. [redacted] not just the custom holster because Mr. [redacted] was not happy with one item out of four. And since this was a package deal were Mr. [redacted] saved money to begin with, MTR Custom Leather decided that it was best just to return all four of Mr. [redacted]'s items to make him satisfied. Yes, MTR Custom Leather thought it was necessary to charge 30% restocking, which is a standard price from companies to return all four of his custom items. We did this because Mr. [redacted] sent back the custom belt and two magazine carriers as well. There are several steps that MTR Custom Leather has to take to get the items back onto the market. Keep in the mind the items are now on Clearance and the supposedly defeated holster, has already been sold and the new customer has taken pictures at the shooting range to show us how functional, practical and well design the holster is. We have stay on top of Mr. [redacted]'s complaints, problems, concerns and questions. We have done everything to make his business at MTR Custom Leather easy, stress free and relaxed. MTR Custom Leather as came to the conclusion that there is just no way to make Mr. [redacted] happy.
Initial Consumer Rebuttal /* (3000, 8, 2016/08/18) */
--- On Wed, 8/17/16, [redacted] wrote:
> From: [redacted]
>Subject: Re: Revdex.com Complaint Case# [redacted]
> (Ref#[redacted])
> To: "Revdex.com"
> Date: Wednesday, August 17, 2016, 10:44 AM Attached photos of
> defective holster.
> If they actually resold. It wasn't first quality as you can see.
>
Final Business Response /* (4000, 10, 2016/08/24) */
We understand Mr. [redacted]'s several repeatedly complaint about his concern with the thread on his returned holster. We took that into consideration and refunded Mr. [redacted]'s order. The restocking fee that was deducted from his total as stated in the last response. Mr. [redacted] return not only his holster that he had one complaint but his whole order, in which there was nothing wrong with the rest of his order. So there is a restocking fee charged. His order was a package deal, in which the 30% was deducted from the total. As stated in the last response, there are several steps that have to be taken to get the returned items back onto the market to resell. It's not an overnight deal. Again, we have stayed on top of every complaint, problem, question and concerns dealing with this situation before and after. We strive very hard to do everything possible. We have done everything to make his business alone with everyone else's business very easy, stress free and relaxed. Again, we have come to the conclusion that there is just no way to please or make happy for Mr. [redacted]. I hope that future employers read this for the sake of their company and time before dealing with Mr. [redacted], who seems to have all the time in the world to complain, as if there weren't worst things to complain about in this world. Be very blessed for what you have in life (Jeremiah 17:7-8) and (Numbers 6:24-26) God Bless!
Final Consumer Response /* (4200, 13, 2016/08/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Personal comments about me are completely unprofessional. I am only taking all this time because this vendor will not accept the obvious facts, as listed again, below.
1) the first complete rig ordered arrived with the incorrect holster. A review of the order shows the holster ordered and verified by the vendor was not the one sent.
2) When I contacted the vendor they said to return the incorrect holster and they would replace it, which they did.
3) The replacement holster provided was defective
and when I contacted the vendor again they said they would make me a whole new holster. Problem being that they would not provide return shipping for their obviously defective product.
4) At that time I returned the whole rig at my expense for a refund.
I resent the biblical references and the condescending attitude, and as to other vendors I have holsters from most of the major leather vendors, all received as ordered with no complaints.
You need to advise your vendor that personal attacks on me will never make up for shoddy work and poor customer service, there is no place in this discussion about worse things to complain about or how I spend my time.
This complaint will stay open until I receive a full refund, and a full apology, without the scripture quotes.