Olivet International, Inc.

I am rejecting this response because:I will not be accepting any responses by Olivet until I receive a tracking number and the actual replacement luggagePast customers have complained that Olivet will make promises but not deliver on those promises in order to resolve a complaint

Customer has contacted us via email 2/19/and we are in the process of sending out a new replacementThank you

We will send customer a replacement luggageThank you

Customer called 6/30/and left a voice mail messageWe returned the call and left a voice mail message with our direct numberWe will call the customer first thing this morningThank you

Thank you ***Looks like you have touched base with our customer service department and everything is on trackAs per our customer service department, we are shipping you a replacement luggageThank you

Initial Business Response /* (1000, 8, 2015/05/12) */
As per the warranty card that is attached to the luggage at the time of purchase, it indicates, that in the event of a warranty issue, the luggage is required to be shipped, postage paid the by the consumer, to the company for repair or
replacementThe luggage does not come with a money-back guaranteeThat would need to be taken up with the retailer
Initial Consumer Rebuttal /* (3000, 10, 2015/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I read the warranty card and see that this is trueWalmart refused to accept the luggage for a return and refund and said I must take this matter up with the company(Which I did- unsuccessfully so far)
Nonetheless, warranty laws in the U.Sstate that the warranty must be reasonableIt is unreasonable to charge MORE than the sale price to fix a defective itemThe law is on my side and I expect to be compensated for the luggage in either of the two ways stated above (refunded the price of the item, or with a pre-paid shipping label)
Final Consumer Response /* (4200, 14, 2015/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I previously notified the *** *** Specialist, the price they quoted was for a small box (x x or x x 5.5), NOT the size of the suitcase which is x x 9.25inPlease visit the USPS site and the UPS site and enter the dimensions (as I can not attach a screenshot here) to see the prices which are more expensive than the sale price
Final Business Response /* (4000, 12, 2015/05/13) */
The warranty is reasonable*** was provided with a more economical way to ship the luggage back to us which was via USPS parcel post, quoted price was approximately $Based on the photos provided, the luggage can be repairedIn addition, based on the photos, the luggage also showed holes/tears on the back side, which is not a manufacturer's defectThese are damagesHowever, we decided to assist the *** even with these damagesThe luggage would be honored under the warranty, assuming the *** complies with the policy

I am rejecting this response because

Initial Business Response /* (1000, 8, 2015/11/09) */
Thank you for contacting us about your replacement. However, as we have directly indicated to you via telephone and email, the replacement piece that was sent to you was in fact, more comparable than your original luggage. It is a better fabric,...

same amount of pockets, same zippers, sidewall construction is the same and the side/top carry handles on the replacement are more durable than your original luggage. Unfortunately, we no longer manufacture Jeep luggage. We do not manufacture any of those luggage brands you have listed. Thank you.
Initial Consumer Rebuttal /* (3000, 10, 2015/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I disagree with the assertion as to the similar quality of construction of the suitcases. My previous luggage piece had a piece of metal in the handle attached with rivets to the suitcase shell, the new luggage does not. When leaning on the side of the previous luggage (which I still have another piece) the side does not collapse, the replacement piece does collapse. The zipper on the Jeep luggage was twice as thick as the replacement luggage piece.
I found out after submitting the complaint that Olivet International does not still manufacture Jeep branded luggage even though the Jeep website still lists their name. The Jeep website 'jeepluggage.com' admitted the errant reference to Olivet International.
[redacted]

The customer is in possession of the warranty card which was attached to the luggage at the time of the purchase which indicates the customer ships the defective luggage for warranty service at their expense. As previously indicated, the luggage can be repaired therefore we request the luggage to be shipped in for warranty service.

I am rejecting this...

response because:
I tried contacting this company via toll-free number and also numbers located on its website. Attached is the listing of directory. You will notice that both the ###-###-#### and ###-###-#### are listed for the company (Boston, MA). I have been contacting this company consistently today; I have yet to receive any correspondence from this company. Again, the person called from ###-###-#### was extremely rude and unprofessional.
I am seeking help with warranty for my luggage. Representative (seen in the response) failed to identify who they are (name, office, department) nor has this person provided a direct contact number.

We have returned calls to [redacted] and left numerous voicemails.
We will attempt to reach her this morning once again. Thank you.

We sent an email to the customer on 9/21 to offer the customer a replacement item but to no avail. We will contact with the customer to get this taken care of today. Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12245245, and find that this resolution is satisfactory to me.

Today, we have contacted the consumer directly and we will be sending out a replacement backpack. Thank you.

We have talked to this customer. I let him know if he does not leave a message then we do not know he tried contacting us. Thank you.

We requested the customer to ship in the luggage to us, as per the warranty. The warranty card states the customer has to pay to ship the luggage in for warranty service. We initially request for documentation so we can verify the luggage is our product, the customer has receipt and warranty and is...

covered. We also want to see the defect to see if we can repair it. if we can repair it, we request it to be shipped in. If based on the pictures the luggage is not repairable, then we can ship the customer a replacement luggage and we do not require them to ship. In this case, the luggage is repairable so we requested the customer to ship. We did advise the customer since they just purchased it, to attempt to return it to the store. Home Depot already had advised the customer they would exchange it for the customer. We do not offer a money back guarantee. Thank you.

The number this customer has contacted is not our office information. In addition, we keep a log and are unable to search customer name, number or email they have provided. We keep a log of all incoming calls.
We have not had phone contact with this customer. Thank you.

Customer has no records of this customer. We will contact her immediately and resolve her issue ASAP. Thank you.

I am responding to the attached letter from Revdex.com which was received in the mail. It is in regards to a complaint filed by [redacted]. The Dockers luggage carries a warranty. The warranty card that is attached to the luggage at the time of purchase states that the customer needs to ship the...

luggage to the manufacturer for warranty service. This customer has defective wheels which can be repaired. The customer can ship via USPS which would be less costly. They do not need to purchase a box, they can ship the item as is or cover it in brown paper wrapping so that it is covered and protected. I hope this helps. Please have the customer contact us directly so that we can assist further.   Please contact me should you have any further questions. Thank you.