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Nau Inc Reviews (2)

Complaint: [redacted]
I am rejecting this response because: I was never informed by anyone at Nau that they believed there to small cuts or any abrasions in the fabric of the jacket I sent back... This is all new to me??? Before I took the Nau Rebound Jacket back to Nau I took it in to REI, then to Montbell and they said it was obvious that it was delamination issue. The jacket had the same beginning stages of delamination at the top of the jacket near the upper chest area and near the armpit area of the jacket... If they examined the jacket extensively they would have seen this, yet it is not mentioned in any emails sent to me??? I have had Patagonia waterproof jackets that are also made from recycled poly-fiber materials and they have never come apart within a years time. I also did not wear this jacket all the time, but switched back and forth with my other Gore-Tex Patagonia waterproof jacket. I only wore the Rebound Jacket when going out for special occasions... I was also told that Nau is thankful that I am really upset??? Here is a comment from Nau that shows this is so: "Thank you for taking the time to express your dissatisfaction. We appreciate the input and look to improve upon our service greatly (Elisa @ Nau)." I study Sociology and Psychology at Portland Stated University, so I can recognize passive aggressive behavior and language. This is not the language that any company should use period. A $300 jacket should not be having fabric issues like this within a 1 years time. I never cut the jacket in any way, shape or form; so I don't appreciate the accusation that I cut the jacket! The word cut is defined as an intentional act by a person: cutk?t/verbverb: cut; 3rd person present: cuts; past tense: cut; past participle: cut; gerund or present participle: cutting1. make an opening, incision, or wound in (something) with a sharp-edged tool or object."he cut his big toe on a sharp stone"synonyms:gash, slash, lacerate, sever, slit, pierce, penetrate, wound, injure; Morescratch, graze, nick, incise, score; lance "the knife slipped and cut his finger"make an incision in one's own flesh, as a symptom of emotional distress."she's been cutting every day after school for months"2. remove (something) from something larger by using a sharp implement."I cut his photograph out of the paper"synonyms:trim, snip, clip, crop, barber, shear, shave; Morepare; prune, lop, dock; mow "cut back the new growth to about half its length"pick, pluck, gather; literarycull "I went to cut some flowers"informalcastrate (an animal, especially a horse).remove the foreskin of a penis; circumcise.make something by cutting."I cut out some squares of paper"remove, exclude, or stop eating or doing something undesirable."start today by cutting out fatty foods"North Americanseparate an animal from the main herd.3. divide into pieces with a knife or other sharp implement."cut the beef into thin slices"synonyms:chop, cut up, slice, dice, cube, mince; Morecarve, hash "cut the pepper into small pieces"make divisions in (something)."land that has been cut up by streams into forested areas"separate (something) into two; sever."they cut the rope before he choked"make something, especially a tree, fall by cutting it through at the base.(of a weapon, bullet, or disease) kill or injure someone."Barker had been cut down by a sniper's bullet"4. make or form (something) by using a sharp tool to remove material."workmen cut a hole in the pipe"make or design (a garment) in a particular way."an impeccably cut chalk-stripe suit"make (a path, tunnel, or other route) by excavation, digging, or chopping."plans to cut a road through a rainforest"5. trim or reduce the length of (something, especially grass or a person's hair or fingernails) by using a sharp implement."cutting the lawn"synonyms:trim, snip, clip, crop, barber, shear, shave; Morepare; prune, lop, dock; mow "cut back the new growth to about half its length"6. reduce the amount or quantity of."buyers will bargain hard to cut the cost of the house they want"synonyms:reduce, cut back/down on, decrease, lessen, retrench, trim, slim down; Morerationalize, downsize, lower, slash, chop "the government cut public spending"abridge (a text, movie, or performance) by removing material."he had to cut unnecessary additions made to the opening scene"synonyms:shorten, abridge, condense, abbreviate, truncate; Moreedit; bowdlerize, expurgate "the text has been substantially cut"delete, remove, take out, excise, blue-pencil, chop "you need to cut at least ten lines per page"Computingdelete (part of a text or other display) completely or so as to insert a copy of it elsewhere.US(in sports) remove (a player) from a team's roster.end or interrupt the provision of (something, especially power or food supplies)."we resolved to cut oil supplies to territories controlled by the rebels"synonyms:discontinue, break off, suspend, interrupt; Morestop, end, put an end to "oil supplies to the area had been cut"block the usual means of access to a place."the caves were cut off from the outside world by a landslide"North Americanabsent oneself deliberately from (something one should normally attend, especially school)."Robert was cutting class"switch off (an engine or a light).7. (of a line) cross or intersect (another line)."the point where the line cuts the vertical axis"synonyms:cross, intersect, bisect; Moremeet, join "the point where the line cuts the vertical axis"pass or traverse, especially so as to shorten one's route."the following aircraft cut across to join him"have an effect regardless of (divisions or boundaries between groups)."subcultures that cut across national and political boundaries"informaldatedleave or move hurriedly."you can cut along now"8. datedignore or refuse to recognize (someone).9. stop filming or recording.move to another shot in a movie."cut to a dentist's surgery"make (a movie) into a coherent whole by removing parts or placing them in a different order.10. make (a sound recording).11. divide (a pack of playing cards) by lifting a portion from the top, either to reveal or draw a card at random or to place the top portion under the bottom portion.12. Golfslice (the ball).13. adulterate (a drug) or dilute (alcohol) by mixing it with another substance."speed cut with rat poison"14. North Americaninformalcome up to expectations; meet requirements."this CD player doesn't quite cut it"nounnoun: cut; plural noun: cuts1. an act of cutting, in particular.a haircut."his hair was in need of a cut"synonyms:haircut, trim, clip, crop "his hair was in need of a cut"a stroke or blow given by a sharp-edged implement or by a whip or cane."he could skin an animal with a single cut of the knife"synonyms:blow, slash, stroke "a smart cut of the whip"a wounding remark or act."his unkindest cut at Elizabeth was to call her heartless"synonyms:insult, slight, affront, slap in the face, jibe, barb, cutting remark, put-down, dig "he followed this with the unkindest cut of all"a reduction in amount or size."she took a 20% pay cut"synonyms:reduction, cutback, decrease, lessening, rollback "a cut in interest rates"(in sports) a removal of a player from a team's roster.an act of removing part of a play, movie, or book, especially to shorten the work or to delete offensive material."they would not publish the book unless the author was willing to make cuts"an immediate transition from one scene to another in a movie.Golfthe halfway point of a golf tournament, where half of the players are eliminated.Tennisa stroke made with a sharp horizontal or downward action of the racket, imparting spin.2. a result of cutting something, in particular. The word torn has a more of a broader definition. I also did not tear the jacket in any way, shape or form as well. I never wore it outdoors in the mountains or woods, but only in downtown Portland; as well I always made sure to not put anything in the pockets that would cause a tear as well. Therefore, the only thing I will accept is a check made out to me for the full price I originally paid for the jacket or a credit for the full original amount of the jacket. Thanks. Kind Regards,    Even though the current issues do not qualify please be assured that we are here to support you and your Nau garments.
Sincerely,
[redacted]

Thank you for taking the time to share the information in regards to the complaint filed by [redacted].    We have a very strategic and clear process for all warranty applications that are brought to our store or mailed to our corporate office. The assessments are done on an individual...

basis as we take every application and concern seriously. It is our Production Team, particularly our Materials Developer is the person whom provides an assessment since they have the experience and vast knowledge of the products intention and performance characteristics. The Jacket in question was dropped off on May 11 at our Portland Store and received at our office the same day, the customer is immediately notified that an assessment will be given within 3-4 business days. Please see attached email correspondence.  The Production Team determined the Rebound Jacket in question was found to be performing as to be expected:  the waterproof membrane rubbed off in the manner that would be caused by excessive abrasion. Additionally, the Materials Developer denoted on the repair form the multiple tiny cuts that were to be found on the front right and left pocket panels. The combination of the abrasion & cuts the Production Team determined that these issues are not a manufacturing defect, as a result it would not qualify to be covered under our Warranty Policy. (*Reference warranty policy on website: https://www.nau.com/warranty please see below )   WARRANTY If your Nau product has a defect in materials or workmanship during the practical lifetime of the product, a repair or online store credit will be offered at the discretion of Nau. We respect your judgment when assessing your product and will consider all warranty applications. Please note: Our warranty program is only available within the United States. The warranty only applies to products purchased by original owner, and any items purchased from warehouse and sample sales are excluded from eligibility. Warranty timelines differ depending on the complexity of repair and the season of request. Qualifications: Defects in materials such as zippers, buckles and fabrics, as well as defects in workmanship such as seams, seam tape and construction. Assessment: We will assess your application and respond with warranty or non-warranty status within 2-3 business days. We will include specific information regarding repair options and repair turnaround time, if applicable, and will not proceed with any repairs without your prior consent. NON-WARRANTY If your Nau product experiences damage from normal wear and tear, overuse, misuse or neglect, these cases do not qualify for warranty. However, we may have the ability to repair the item for a small fee. If interested in repair, please inquire further to learn about possible repair options, repair time and associated costs. Alterations are unfortunately not available at this time. Qualifications: Rips and tears, fabric fading, abrasions on well-worn areas and general breakdown of the materials over time. Please note: Wear and tear is damage that naturally and inevitably occurs as a result of normal use. Assessment: We will assess the complexity of your repair and respond within 2-3 business days with possible repair options and repair turnaround time. We will not proceed with any repairs without your prior consent.   For non-warranty issues we still have the capabilities to offer repairs though the cost would not be covered by Nau, rather by the customer. This option was presented to the customer and he in return requested the Jacket to be shipped back without the repairs completed.     If there is any further information needed, please do not hesitate to let me know. Thank you for your time.   Warm Regards, Elisa *Please view attached documents.

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Address: 1111 NE Flanders St Ste 201, Portland, Oregon, United States, 97232-2747

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