Quiet Carry Reviews (%countItem)
Quiet Carry Rating
Address: PO Box 1199, Costa Mesa, California, United States, 92628-1199
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Address: PO Box 1199, Costa Mesa, California, United States, 92628-1199
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On July 30, 2019, I purchased a key organizer from Quiet Carry. After attempting to lightly tighten the key organizer, one of the screws broke and rendered the key organizer unusable. On July 31, 2019, I sent an e-mail to Quiet Carry explaining what happened, attached a picture of the defective product, and asked for either a replacement or refund pursuant to their warrant policy: "Our warranty is simple. We guarantee all of our products against defects for the original owner. If you find an issue under normal use, we will repair or replace your Quiet Carry product." On August 5, 2019, I sent a follow up e-mail to Quiet Carry. I still have not heard from them for months and felt like I couldn't do anything about my situation except eat the loss. However, my friend advised me that I could file a complaint with Revdex.com. But before I did, I wanted to give them another chance. So on April 21, 2020, I sent them an e-mail regarding these issues. As of this date, I still have not heard any response from them.
Hello BB,
We found the email on the April 21, 2020. Our company "Quiet Carry" is operating with one person. There are approx: 80 emails pending, we just have not gotten a chance to go through all of them. However, the customers complaint in NOT a warranty issue. The customer cross threaded a screw and naturally the screws broke. "It is user error" But under all situations such as this we send them a new screw with no charge at all even shipping as we do whatever it takes to make the customer happy even when they are wrong specifically a simple screw install. As in my experience the merchant never wins in "any dispute" anyway. So the reason the customer did not get a complementary screw is because we simply have not had a chance. Parts will ship this weekend. if the customer wants a screw we will be happily send one this Saturday May 10. What is the best way to communicate with customer at this point? Please let use know.
Thank you
While I appreciate finally hearing back from the company, I
reject the response for several reasons. First, it is hard to believe that this is a response made in
good faith to resolve the issue. The fact remains that I contacted the company
back in 2019 twice, and did not hear from them until I filed a complaint with
the Revdex.com—to which they responded within one day. *** from Quiet Carry states
that “in my experience, the merchant never wins in ‘any dispute’ anyway.” Yet
it should not have gotten to this point. They had nearly 9
months to respond to my initial e-mail when I had intended to give the company
the opportunity to rectify the issue with the product--or at the very least communicate
with me. Unfortunately, they did not respond at all.Second, I disagree that they do not think this is a warranty
issue. The warranty on their website clearly states "…If you find an issue
under normal use, we will repair or replace your Quiet Carry product". Screwing
and un-screwing IS considered normal use because that is how you attach and secure the keys to
the key organizer. If the company still does not believe this is the case, it
would be in their best interest to amend the language in their warranty to
avoid issues like this. Yes, it is a simple screw install. But because the
screw broke so easily, it should be considered defective. Which is also considered
covered under the warranty language. Again, I request for a refund in full. I do not want a screw
sent to me after waiting nearly 9 months with an unusable product.
Additionally, simply sending a screw won’t even resolve the issue since half of
the screw broke off and is stuck threaded in the “post” and therefore cannot
have another screw threaded in.
Respectfully
I did a search for *** in our inbox and have no record of him requesting support prior to April 21, 2020. There is no prior email notifying us of this issue, no request for a replacement screw or post. See attached screenshots of the search and email content.
I am happy to send him a replacement screws and post which will fix the issue, which is what we would have done originally had he given us more time to respond. We are understaffed due to the Covid-19 situation and simply can't keep up during this time.
if that is not satisfactory and he does not want the product - we are happy to issue him a full refund. We will send him a return label for him to drop the product in the post. Once we get the product in our hands, we will issue him a full refund.
I can't believe that this is how Quiet Carry chooses to operate and treats its customers. To allege that there has been no e-mail requesting for support or notifying them of the issue prior to April 21, 2020 instead of attempting to understand or apologize to the customer even now is frustrating. But simply because they "somehow" do not have any records of my e-mails does not mean that it does not exist, nor does it mean that I never reached out prior to April 21, 2020 requesting for support. Please see attached images that show I reached out to Quiet Carry for an amicable resolution on July 31, 2019 and August 5, 2019. I attached a picture even displaying the issue to show what had happened. You will also find in the attachments a record of the follow up e-mail I sent to them on August 5th, 2019 where I again, ask them to either send the replacement or provide the refund.
Since then, I did not receive any response, until I filed this complaint nearly 9 months later. COVID 19 is certainly an unfortunate situation that everyone is experiencing and I can understand the delayed response had that been the situation then. However, the pandemic did not exist back in July and August 2019. I am requesting for an immediate refund