Rainbow Sandals Inc

The customer order a pair of Rainbows on our website and entered the incorrect addressWe shipped the sandals, the FedEx tracking number was emailed to customerThe sandals were then sent back to usCustomers are responsible for freight in the event we ship based on the info that was given and
its incorrect

After reviewing *** ***’s sandals and information this is our findings
First, her sandals do not show any signs of delaminationThe heels of her sandals have been worn down significantly to the point where the foam is now exposed and she no longer as a rubber sole on both healsIn her
letter se sent into Rainbow Sandals she makes no mention of any delaminationTo quote her letter “I have had them for several years, but as you can see, they cannot be worn much longer, as the soles are now almost off completely, and wearing into the cushion of the sandal.”
Further her opening statement reads as follows “Re: The sole of the sandals wore out, and should be covered under your Life time Warranty.( I love your sandals)”
If the sandals had been in fact delaminating and she had not worn through the bottom sole they would certainly be coveredThe wear on her heals does not reflect any sort of defectThey simply are worn down form use, in her words use over “several years”As our warranty states wearing out the soles will void the warrantyWhich is the case with her sandals
Her mentioning of our month warranty is not relevant as the month warranty is in place for sandals that do not have a center sole to wear into, therefore we had to develop a warranty that wasn’t dependent on wearing through the solesFor example the East Cape molded sandalsHer sandals were covered under the Rainbow Lifetime Guarantee which covers sandals for the life of the soleWearing out the sole voids said warranty
Her comments about self-repair are also not relevant to her caseShe is simply stating the multiple reasons why sandals could be past the warranty as we mention almost all known reasons to void the warranty on our past warranty letter which was sent to herThe particular reason her sandals were voided should have been highlighted
Everything mentioned above regarding our warranty listed on our website

Unfortunately the customers pair of sandals were not covered under our warranty due to torn straps, which is listed on our non-guaranteed section of our website http://www.rainbowsandals.com/customer-service/rainbow-(lifetime)-guarantee The customer is correct in that our warranty covers the
sandals for the life of the sole, this coverage is for manufacturing defects such as straps pulling out, stitching coming undone, layers separating or anything that would fall under faulty manufacturingIssues which occur due to wear and tear such as worn down soles, water damage, torn materials, animal chew, etc are not covered as a manufacturing defect This information is stated on our website under guarantees and is available of the tag of each pair of sandalsTell us why here

the lifetime warranty is the life of the soleDepending how much wear a pair gets determines the life of the soleEvery pair of sandals will wear out at some pointAnd that is the lifetime warrantyOnce a customer wears through the sole of the sandal then that is the life of that sandal and everyone is differentUnfortunately the information about our warranty is interpreted incorrectlyRainbow sandals will repair, replace any manufacture defect as long as the warranty is still in placeBut In this case the sandals are past warranty due to the hole in the sole
Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
There are two supposedly types of warranties, The Month Warranty, and The Lifetime Warranty, based on different problemsThere response is the same bad and nasty attitude I received in their letterBecause I did not mention the specific problem, or causation in my first letter, does not excuse how they are NOT honoring the Lifetime WarrantyThe soles of my sandals, should not have warn out to the point of where the foam was exposed, under any circumstancesMy sandals were not abused, or put through extreme situationsThey advertise a Lifetime Warranty, which is "Advertising." Also, they did not mention in their response how they were going to donate my sandals to a charity at my expense, so they would get the Tax Write Offinstead of meThey are holding my sandals hostage, unless I pay them another $7.00, to get them backFOR ALL OF YOU READING THIS COMPLAINT, RAINBOW SANDALS DOES NOT HONOR THEIR LIFETIME WARRANTY, SO CONSIDER THIS WHEN PURCHASING THESE EXPENSIVE SANDALSTHEY WILL LAST AS LONG AS CHEAP SANDALS.
Regards,
*** ***

Hello, *** is away from the office and has asked me to respond. In regards to *** ***, the customer had used an incorrect address for this order and Rainbow Sandals incurred additional shipping cost to locate and return his packageIt is our policy to turn over nay charges generated by the customers error back to the the customer.In ***’s case he refused to pay the fees and disputed the charges through his bank. With the dispute *** has received a full refund and was never charged for his shipping error which Rainbow Sandals has now been billed. Rainbow Sandals will not be issue any refund or additional charges as he has been reimbursed in full on 7/22/by his bank. Our email conversations with *** are attached. Rainbow Will not be taking any further action. Kirby *** Customer Service Rainbow Sandals Calle Negocio, San Clemente, CA 92673 Phone # 949-492-ext*** Fax # 949-493-

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The month warranty period is not explained in the instructions for a warranty return on the bushiness websiteAgain, please reference https://rainbowsandals.com/customer-service/rainbow-(lifetime)-guaranteeThe sandals were sent back to Rainbow sandals directly (RMA ***) and if they would have taken the time to research this matter and read the complaint in detail, the respondent would have understood thisI do not appreciate spending the time to submit this complaint only to receive canned responses.
This product was defective and expect the company to stand behind their product
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
First, the company did not provide a receipt of purchase upon completion of my order, so there was no way to verify whether I had entered an incorrect addressSecond, the company cannot refute that their website operated correctlyThe address entered was so far from my actual address there is no way I could have entered that informationI claim that the website form malfunctionedThird, the company did not inform me at the time of putting in my order that I would be responsible for any return shipping chargesThus, if they continue to claim that I entered in the wrong information - and I dispute this claim - they were not forthcoming about any return shipping chargesIndeed, the website boldly claims "FREE SHIPPING"This is misleadingFinally, it is egregious for this company to keep blaming the customerThey lost a year customer over a $charge because at the end of day, I received no product, and refuse to pay $for simply trying to use their website.My credit card company is contesting the charge
Regards,
*** ***

Not know they style of the sandal in question. We have some styles that only have a 6 month warranty on them. they are listed on the website as well. I will include that in this email.
6 Month Warranty
Sandals that are not covered under the "Rainbow Guarantee" are guaranteed for a period of...

six months against manufacturing defects which occur outside of normal wear and tear. (Proof of Purchase Required)
The following styles are those that have a guarantee of 6 months from date of purchase and require a valid receipt as proof of purchase for replacement or repair.
Men's
East Cape
The Cloud
North Cove
South Cove

Ladies
The Tango
The Gala
The Lola
The Sandiva
The Cloud Collection
West Cape
Kids
The Grombows
Kid Capes
Rainbow Sandals requests that all warranty sandals are sent directly to our headquarters for repair or replacement. Retail stores do not handle warranty issues. We appreciate your co-operation.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
My issue is just that. A manufacturer defect. The sandals “tore” or the piece between the toes has pulled out of the hole. These sandals are not tore bc of my wear and tear. That piece has pulled out. Otherwise these sandals are in perfect condition and have years of life left. 
Regards,
[redacted]