Polarn O. Pyret

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
Sophie F*
*** * * ***
*** ***
*** *** *** *** **
*** ***
*** *** *** *** *** *** *** The company has provided a refund for the shipping feeI would like to close the complaint Thanks, Sophie F*

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
Sophie F*
*** * * ***
*** ***
*** *** *** *** **
*** ***
*** *** *** *** *** *** *** The company has provided a refund for the shipping feeI would like to close the complaint Thanks, Sophie F*

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
Sophie F*
"">*** * * ***
*** *** *** *** *** *** **
*** ***
*** *** *** *** *** *** *** The company has provided a refund for the shipping feeI would like to close the complaint Thanks, Sophie F*

To whom it may concern,We are writing in response to a complaint received from [redacted].Our history with [redacted] regarding our outerwear begins on 8/*/2012 when she purchased one of our Stretch Jackets in size 5-6 yrs at the price of $71.25 via our ecommerce site. On 12/**/2013...

[redacted] contacted our retail location on [redacted] in NYC and explained that her daughter had experienced difficulty with the zipper and it was deemed defective. Because more than 12 mos had passed since [redacted]'s original purchase we were unable to replace the jacket with the same item. [redacted] requested that she be given a replacement jacket at a much higher price point than originally purchased, which we did not feel was a reasonable request after the length of time and original price [redacted] paid for the jacket. Our store [redacted] offered to bring the jacket to a tailor and have the zipper replaced at no cost to [redacted]. After replacing the zipper [redacted] elected to return the jacket and receive a customer credit of $77.51 ( $6.26 over the original purchase price) on 12/**/2013.On 1/*/2014 [redacted] returned to the retail location on [redacted] and used her customer credit of $77.51 towards the purchase of our Wear Everywhere Jacket in 8-9 yrs (original price $ 169.00). The jacket was on sale for $101.40. [redacted] paid the difference of $23.89 on her credit card.On 1/**/2014 [redacted] returned to the retail location once again experiencing an issue with the zipper. She elected to return the coat and receive a customer credit for $101.40 and apply that credit towards another Wear Everywhere Jacket in 9-10 yrs (original price $169.00) which was purchased for $92.70.On 11/**/14 we at customer service were made aware tha[redacted] had again visited our retail location on [redacted]. and was again experiencing an issue with the zipper. Although we have never received any complaints about the store [redacted] or staff, [redacted] left the store feeling as if the staff had been as inattentive and rude to her. After numerous emails to customer service and a phone call with the president of our company we offered to send [redacted] a corporate check in the amount of $100.84. We did so prior to her complaint with the Revdex.com but [redacted] failed to respond to a request for her address twice via email because she assumed the emails were promotional. We finally were able to reach [redacted] by phone to confirm her address to send her the check. As a company we truly feel that made made every possible attempt to accommodate and make [redacted] feel like a valued and loyal customer of our brand. After speaking with [redacted] I was given the impression that her issue was not necessarily with our brand at this point but with the store [redacted] at the retail location. We as a brand stand behind the conduct of the [redacted] at our retail location. He did everything possible to make [redacted] feel like a valued and loyal customer. Unfortunately she interpreted his attitude otherwise for reasons we are not quite sure of.Thank you for your time,Customer Service[redacted]

Polarn O. Pyret

I ordered before Christmas an item on their online website. After payment was entered the website said that the order was not confirmed due to an error. I reordered the same item again and paid for it again. I ended up receiving two of the same item and was billed for it twice. Since then I have contacted them to arrange for a pick-up and advice on how to return the items. No one has bothered to respond in the past 6 weeks.

Review: We approached the [redacted] of Polarn O. Pyret, [redacted], to help us since my daughter's winter coat did not properly zip and had not even been through one season yet. He offered that we could pay the difference and he gave us the new season's coat. This was nearly a $200 investment by now. She wore it for a few weeks last winter and the new coat's zipper began to stick and was difficult for her to zip on her own. At the start of this season, we took the coat out and found that it was an issue we thought we should take back to the store given their brand promise: "We make the best children's clothes in the world. Our philosophy has not changed since our first striped T-shirt. We believe in good looking clothes that let children be children. Clothes should withstand wear-and-tear and become part of your family; from brother to sister, cousin to cousin." My daughter couldn't even wear their coat through 1 season - twice! When I asked for assistance, [redacted] offered to change the zipper head. It didn't improve it. Then he promised to change out the entire zipper. He then changed his mind and told me I could pay $80 more to "upgrade" to this season's coat which they know "doesn't have a defective zipper". The store sales person told me they know past zipper get stuck and I met another Mom with the same coat and issue. I'm not alone. [redacted] became rude and was an awful customer service person. He had his sales person send me home with a broken coat and a smirk. My 8 year-old now needs me to crouch in front of her to get her coat zipped up. It's ridiculous. and I have another daughter who we were hoping to pass this down to as their website and store promises is their goal. They left me feeling so angry about their products and even more so about how they handle their "valued" customers. Their competitors would bend over backwards to make a customer happy. I am not a customer who frequently returns or complains. Quite the opposite. I go out of my way to spread the word about good products and serviceDesired Settlement: I would like full refund for the coat we currently own. I will happily turn it in for quality control testing. I no longer want to own this coat.

Business

Response:

To whom it may concern,We are writing in response to a complaint received from [redacted].Our history with [redacted] regarding our outerwear begins on 8/*/2012 when she purchased one of our Stretch Jackets in size 5-6 yrs at the price of $71.25 via our ecommerce site. On 12/**/2013 [redacted] contacted our retail location on [redacted] in NYC and explained that her daughter had experienced difficulty with the zipper and it was deemed defective. Because more than 12 mos had passed since [redacted]'s original purchase we were unable to replace the jacket with the same item. [redacted] requested that she be given a replacement jacket at a much higher price point than originally purchased, which we did not feel was a reasonable request after the length of time and original price [redacted] paid for the jacket. Our store [redacted] offered to bring the jacket to a tailor and have the zipper replaced at no cost to [redacted]. After replacing the zipper [redacted] elected to return the jacket and receive a customer credit of $77.51 ( $6.26 over the original purchase price) on 12/**/2013.On 1/*/2014 [redacted] returned to the retail location on [redacted] and used her customer credit of $77.51 towards the purchase of our Wear Everywhere Jacket in 8-9 yrs (original price $ 169.00). The jacket was on sale for $101.40. [redacted] paid the difference of $23.89 on her credit card.On 1/**/2014 [redacted] returned to the retail location once again experiencing an issue with the zipper. She elected to return the coat and receive a customer credit for $101.40 and apply that credit towards another Wear Everywhere Jacket in 9-10 yrs (original price $169.00) which was purchased for $92.70.On 11/**/14 we at customer service were made aware tha[redacted] had again visited our retail location on [redacted]. and was again experiencing an issue with the zipper. Although we have never received any complaints about the store [redacted] or staff, [redacted] left the store feeling as if the staff had been as inattentive and rude to her. After numerous emails to customer service and a phone call with the president of our company we offered to send [redacted] a corporate check in the amount of $100.84. We did so prior to her complaint with the Revdex.com but [redacted] failed to respond to a request for her address twice via email because she assumed the emails were promotional. We finally were able to reach [redacted] by phone to confirm her address to send her the check. As a company we truly feel that made made every possible attempt to accommodate and make [redacted] feel like a valued and loyal customer of our brand. After speaking with [redacted] I was given the impression that her issue was not necessarily with our brand at this point but with the store [redacted] at the retail location. We as a brand stand behind the conduct of the [redacted] at our retail location. He did everything possible to make [redacted] feel like a valued and loyal customer. Unfortunately she interpreted his attitude otherwise for reasons we are not quite sure of.Thank you for your time,Customer Service[redacted]

Review: I ordered 3 items online & had two discount codes. One for free shipping- HELLOPOP and 25% off sale - SUPERPOP. I signed into my account and proceeded to checkout. I put in the discount codes and the website said they were applied. The 25% was reflected, but the shipping discount was not. This had happened one time previously and when I contacted customer service they told my to write in the comment section the codes I had put in & they would then reimburse the shipping cost. As a result I did this again. Yet this time shipping was not reimbursed. When I contacted customer service they said it had already been used once on my account & couldn't use again. When I asked why the website said it had been applied and not informed me it was expired or could not be used, they said this information was at the newsletter sign up page. Yet, when I asked again why it wasn't specifically on the checkout website where I had entered it, while I was signed into my account, they said they had informed their technical team. When I asked where I could right a review about this situation to warn other customers they told me I could write a review of a product.Desired Settlement: I would like a refund of the shipping cost $8.95 associated with this order

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Sophie F[redacted] The company has provided a refund for the shipping fee. I would like to close the complaint. Thanks, Sophie F[redacted]