Bought a duffel bag, I broke the handle. I tried to PURCHASE a replacement.
They told me that it is old and don't have a replacement. I have looked at them in the store. IT IS THE SAME BAG AND HANDLE. Can't get an answer to email or on phone. They are USELESS
I am try to get a replacement handle for my 30 in duffel bag. I am even willing to pay for it
They won't answer e mails and their phone lines, recordings and no call back
Stay away from them, THEY ARE BAD NEWS. I will never go near them again
Our suitcase began unstitching after 2 trips of normal wear and tear. The company did not return phone calls after 3 attempts. I finally received an email from them requiring we furnish photos, receipt, etc. I sent all required info and then they asked for more photos. But each time, there's at least a week that goes by, between their email responses, just dragging out this process. Now they are asking me to mail the suitcase in for them to review ... ON MY DIME! Told me to ship it in a garbage bag and shipping would cost less. IT IS GARBAGE IN MY BOOKS! Why should I have to pay to ship this faulty product to them for POSSIBLE repair. The absolute worst customer service I hav ever received. They don't want to help. They just want to make you jump through so many hoops that you just finally give up trying to get a refund or replacement. Zero stars in my book! I want this faulty product replaced at no cost to me.
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 expenseAs previously indicated, the luggage can be repaired therefore we request the luggage to be shipped in for warranty service
We requested the customer to ship in the luggage to us, as per the warrantyThe warranty card states the customer has to pay to ship the luggage in for warranty serviceWe initially request for documentation so we can verify the luggage is our product, the customer has receipt and warranty and is coveredWe also want to see the defect to see if we can repair itif we can repair it, we request it to be shipped inIf 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 shipIn this case, the luggage is repairable so we requested the customer to shipWe did advise the customer since they just purchased it, to attempt to return it to the storeHome Depot already had advised the customer they would exchange it for the customerWe do not offer a money back guaranteeThank you
Initial Business Response / [redacted] (1000, 8, 2015/11/09) */ Thank you for contacting us about your replacementHowever, 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 luggageIt 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 luggageUnfortunately, we no longer manufacture Jeep luggageWe do not manufacture any of those luggage brands you have listedThank you Initial Consumer Rebuttal / [redacted] (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 suitcasesMy previous luggage piece had a piece of metal in the handle attached with rivets to the suitcase shell, the new luggage does notWhen leaning on the side of the previous luggage (which I still have another piece) the side does not collapse, the replacement piece does collapseThe 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 nameThe Jeep website 'jeepluggage.com' admitted the errant reference to Olivet International [redacted] ***
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 sent an email to the customer on 9/to offer the customer a replacement item but to no availWe will contact with the customer to get this taken care of todayThank you
I am responding to the attached letter from Revdex.com which was received in the mailIt is in regards to a complaint filed by [redacted] The Dockers luggage carries a warrantyThe 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 serviceThis customer has defective wheels which can be repairedThe customer can ship via USPS which would be less costlyThey 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 protectedI hope this helpsPlease have the customer contact us directly so that we can assist further Please contact me should you have any further questionsThank 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
The number this customer has contacted is not our office informationIn addition, we keep a log and are unable to search customer name, number or email they have providedWe keep a log of all incoming calls We have not had phone contact with this customerThank you
Don’t respond You have to jump thru hoops.
Substandard products.
DONT BUY THEIR PRODUCTS.
They told me that it is old and don't have a replacement. I have looked at them in the store. IT IS THE SAME BAG AND HANDLE. Can't get an answer to email or on phone. They are USELESS
They won't answer e mails and their phone lines, recordings and no call back
Stay away from them, THEY ARE BAD NEWS. I will never go near them again
I am rejecting this response because
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 expenseAs previously indicated, the luggage can be repaired therefore we request the luggage to be shipped in for warranty service
We requested the customer to ship in the luggage to us, as per the warrantyThe warranty card states the customer has to pay to ship the luggage in for warranty serviceWe initially request for documentation so we can verify the luggage is our product, the customer has receipt and warranty and is coveredWe also want to see the defect to see if we can repair itif we can repair it, we request it to be shipped inIf 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 shipIn this case, the luggage is repairable so we requested the customer to shipWe did advise the customer since they just purchased it, to attempt to return it to the storeHome Depot already had advised the customer they would exchange it for the customerWe do not offer a money back guaranteeThank you
Initial Business Response / [redacted] (1000, 8, 2015/11/09) */ Thank you for contacting us about your replacementHowever, 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 luggageIt 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 luggageUnfortunately, we no longer manufacture Jeep luggageWe do not manufacture any of those luggage brands you have listedThank you Initial Consumer Rebuttal / [redacted] (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 suitcasesMy previous luggage piece had a piece of metal in the handle attached with rivets to the suitcase shell, the new luggage does notWhen leaning on the side of the previous luggage (which I still have another piece) the side does not collapse, the replacement piece does collapseThe 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 nameThe Jeep website 'jeepluggage.com' admitted the errant reference to Olivet International [redacted] ***
Customer has no records of this customerWe will contact her immediately and resolve her issue ASAPThank you
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 sent an email to the customer on 9/to offer the customer a replacement item but to no availWe will contact with the customer to get this taken care of todayThank you
I am responding to the attached letter from Revdex.com which was received in the mailIt is in regards to a complaint filed by [redacted] The Dockers luggage carries a warrantyThe 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 serviceThis customer has defective wheels which can be repairedThe customer can ship via USPS which would be less costlyThey 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 protectedI hope this helpsPlease have the customer contact us directly so that we can assist further Please contact me should you have any further questionsThank 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 backpackThank you
The number this customer has contacted is not our office informationIn addition, we keep a log and are unable to search customer name, number or email they have providedWe keep a log of all incoming calls We have not had phone contact with this customerThank you