Rawlings Sporting Goods Company, Inc

Mr*** originally reached out to Rawlings at FanFest. They offered him the opportunity to exchange the ROMLBHOF, but he declined after viewing the product available on hand. They suggested that he reach out to the distributor from which he purchased the product for a refund. On
July 12th, Mr*** left a comment on the Rawlings Facebook page. This comment was forwarded by the external manager of the page to our customer service group on July 13th. The Rawlings returned goods group reached out to Mr *** on the morning of July 13th and were in frequent contact with him from that time until the claim was concluded on July 20th when the distributor released the funds back to Mr***'s credit card. During the process, Rawlings provided intermediary assistance between Mr*** and the distributor. Rawlings also expedited the process by supplying return shipping labels to return the product directly back our distribution center. Rawlings is investigating Mr***'s complaint in regard to the quality of the logo. Rawlings takes the quality of our products very seriously and appreciates the opportunity to investigate this complaint and formulate a resolution

Complaint: ***
I am rejecting this response because:
The Rawlings staff at FanFest made no such offer, and treated me with extreme disrespect and rudenessDespite the refund I lost a few hundred dollars in autographs due to the defective products which I could not get signed at the event, and that I had to carry around all day for nothing
Sincerely,
*** ***

see attached

This customer purchased their Rawlings bat on 2/5/18, on eBay from an unauthorized Rawlings dealer.  The customer called us on 2/14/18 to say the bat had broke. We set up a Return number for him.  In order to speed up the process of getting his replacement bat sooner I placed the order for...

his new bat when I saw that his broken bat was on the way to us, which we normally don't do.  When the customer received his replacement bat, that also broke within a couple of days and called us.  In the meantime, we received his first broken bat and discovered it was purchased on eBay from an unauthorized Rawlings dealer and should have never been replaced at all, let alone twice.  When I let the customer know we couldn't send him another bat due to the unauthorized dealer situation he said that wasn't his fault and how should he know the dealer wasn't authorized.  I advised him to not to buy a bat on eBay but rather from a known Sporting Goods store or from Rawlings online.  Even though we sent out a bat the customer should have never received we did send him a Velo bat, which he requested because he didn't want another Quatro bat, which is the one that had previously broken.  I feel that Rawlings went above and beyond for this customer considering his purchase was from an unauthorized dealer.

Initial Business Response /* (1000, 7, 2015/06/08) */
this was resolved under sn XXXXXXX