*** was not satisfied with his boots purchase and wanted to return the bootsOur team was swamped with emails and responded to him on the 27th, one day after his email was received*** sent multiple emails prior to purchasing his boots, one of which asked for clarification on our returns policy
"Name: *** Email: ***@yahoo.com Body: I see that you charge for shipping, what about returns? Is the return shipping covered by Wilcox ? Thank you." Heidi explained clearly that "*** - Thank you for reaching out to usReturns due to something on our end (damaged goods or wrong boot being shipped out) the return shipping is covered by usIf you simply want to return the boots you are expected to cover the return shippingwe do have a Returnly site that gives you a label that is less costly than if you just went to a shipping store and sent them off but the cost of that return label will be deducted from your refundIf you are wanting an exchange we ship out the new boots to you at our cost and you cover the cost to get the original boots back to usI hope that all makes senseShipping is pricey and on many orders we are paying the difference between the $shipping fee and what it actually costs to ship the bootsLet me know how else I can help." With all this information, *** made his purchase and later determined he wanted to return the bootsWe have dozens of customers a day who purchase our boots and some need to exchange or returnThese customers all follow the outlined exchange/return policies as stated online with no issues*** has asked for special treatment, and we provided that to himHe received a refund of the entire purchase price and he was never charged the $return fee in the first placewe cover that prepaid shipping label and then deduct it from the refund but instead we completed the full refund, despite this being against our policyWe are unhappy that *** feels he wasn't treated fairly, but we strive to provide the best experience and service for all of our customers, as is evident in the dozens and dozens of positive feedback we receive regarding our customer servicePlease let me know if there are any further concerns
Complaint: ***
I am rejecting this response because: I would like to point out when I tried to initiate the return, their website was not workingI had to contact hem for the return link which I was provided the next day which is correctAfter they reached out to me about splitting the difference between the initial shipping price I paid and refunded me from the I paidI was happy with this conclusion. I do feel the need to mention that the goods I received were in fact damaged, and that is why I had requested the full shipping return in the first placePlease see the attached picturesAs it stands I am happy with the initial amount refunded to me, the additional refund wasn't necessary, but I just wanted to let them hear my side of the storyThank youNo further action is requested on my part, but again, please review the pictures
Sincerely,
*** ***
*** was not satisfied with his boots purchase and wanted to return the bootsOur team was swamped with emails and responded to him on the 27th, one day after his email was received*** sent multiple emails prior to purchasing his boots, one of which asked for clarification on our returns policy
"Name: *** Email: ***@yahoo.com Body: I see that you charge for shipping, what about returns? Is the return shipping covered by Wilcox ? Thank you." Heidi explained clearly that "*** - Thank you for reaching out to usReturns due to something on our end (damaged goods or wrong boot being shipped out) the return shipping is covered by usIf you simply want to return the boots you are expected to cover the return shippingwe do have a Returnly site that gives you a label that is less costly than if you just went to a shipping store and sent them off but the cost of that return label will be deducted from your refundIf you are wanting an exchange we ship out the new boots to you at our cost and you cover the cost to get the original boots back to usI hope that all makes senseShipping is pricey and on many orders we are paying the difference between the $shipping fee and what it actually costs to ship the bootsLet me know how else I can help." With all this information, *** made his purchase and later determined he wanted to return the bootsWe have dozens of customers a day who purchase our boots and some need to exchange or returnThese customers all follow the outlined exchange/return policies as stated online with no issues*** has asked for special treatment, and we provided that to himHe received a refund of the entire purchase price and he was never charged the $return fee in the first placewe cover that prepaid shipping label and then deduct it from the refund but instead we completed the full refund, despite this being against our policyWe are unhappy that *** feels he wasn't treated fairly, but we strive to provide the best experience and service for all of our customers, as is evident in the dozens and dozens of positive feedback we receive regarding our customer servicePlease let me know if there are any further concerns
Complaint: ***
I am rejecting this response because: I would like to point out when I tried to initiate the return, their website was not workingI had to contact hem for the return link which I was provided the next day which is correctAfter they reached out to me about splitting the difference between the initial shipping price I paid and refunded me from the I paidI was happy with this conclusion. I do feel the need to mention that the goods I received were in fact damaged, and that is why I had requested the full shipping return in the first placePlease see the attached picturesAs it stands I am happy with the initial amount refunded to me, the additional refund wasn't necessary, but I just wanted to let them hear my side of the storyThank youNo further action is requested on my part, but again, please review the pictures
Sincerely,
*** ***