Rogue Elite

Review: I ordered a pair of pants with a secret pocket that is secured by a zipper. The zipper was defective out of the box. I called the customer support phone number and the guy who answered the phone identified himself as the owner. I explained that I just received the pants and found that the zipper was defective. It would only open about half way, not far enough to place my hand in the pocket. He accused me of breaking the zipper and refused to allow me to return the pants for another pair of pants or for credit. He was extremely rude.Desired Settlement: Return the pants for credit.

Business

Response:

Response: From the owner of Rogue Elite: We responded to your credit card and Revdex.com response and it’s posted here on our website. All of this is posted publicly here because you are bashing my company and I was personally the one that dealt with you and I will respond to any negative comments about our phone conversation with facts. To the Revdex.com< Our warranty and return policy is clearly stated on our website, and it was his responsibility to know this before purchasing, after all of his emotionalism Complaining to the Revdex.com and to his challenging his credit card charges, he finally contacted the manufacturer and according to his negative review on our website they are fixing it, this was never our problem. "Reviewer: [redacted] from [redacted], Ohio August 23rd /2013 I ordered a pair of these pants. Received them and found that the concealed pocket zipper would only travel about 1/2 way. Contacted the customer service dept, and talked to the most rude Individual you can imagine. I explained that after I opened the package I tried the zipper and that the zipper would travel about 1/2 of its length. The guy that I talked to said that since I tried to open the zipper, I caused the problem!! Do not do business with this company. They will not stand behind defective items that they sell. I called Woolrich, the manufacturer and they agreed to repair the zipper." I ,am responding to this for the Revdex.com records. The product was sold in new condition and if there were manufacturing defects to contact them for warranty issues, there is also a return and exchange policy for incorrect sizes or colors, but it's our assessment that this is an operator issue or {manufacturer issue if photographic evidence is provided.) We scrutinize all returns and it's very obvious this customer does not know how to fix a zipper himself and I would have walked him through it if he would have listened to me and looked the zipper over again. I was called and informed that one of the concealed tarry pockets was "stuck" not broken, just "stuck" and wanted to return it for another one. I told [redacted] that a piece of fabric or misaligned teeth or plastic from the original packaging may have gotten caught in it.. [redacted] told me ([redacted] the owner of Rogue Elite) that nothing was stuck in the zipper and I told him that "in the 9yrs I've been in business I have never had a zipper that could not be opened unless there was visible damage". In our phone conversation he also mentioned that he opened and dosed the pocket several times and then mentioned that he couldn't get it more than half way opened. 1 told himthe zipper is a simple device and if it was sold zipped shut he may have got something caught in it when opening it or if he pulled on it the wrong way and to look at it closer. I was told his age in the mid to late 60's and he knew what he was talking about. There was also no mention of any damage to the zipper before opening it which would also be obvious due to the design. He became irritated with me and then asked to return it for another one and I said "no because you have a stuck zipper you need to look at it again because you probable have something caught in it or misaligned." After that [redacted] said he was going to make sure he "gave us a good reputation online" and hung up. The entire phone conversation lasted 4minutes and 13seconds. The package was delivered on 8/23/2013 at 10:12am and the customer called me at 12:45PM on 8/23/2013. We deal with highly technical issue:; with firearms, lights and lasers and mounting systems and then have a customer refuse to understand how simple a zipper is an realize that it has to be stuck on something or misaligned, and again no mentior zipper which would be visible which could have meant contacting the me r boots and shirts ect.artd in many cases we direct the customer to the ma nufacturer. And forward this to manufacturer and if approved we can forward for warranty. The customer now knows he should have contacted Woolrich Elite Inc (the manufacturer) before complaining to the about his charges. We allow exchanges and returns on certain products di wrong sizes or colors If people call us with technical problems there are things that they need to do before we issue a return authorization. We do not feel we are responsible for anything at this point because there is no evidence of damage only that the customer wants another pair of pants. The customer is obviously emotional and lacks the ability solve problems his own Regards, [redacted] Rogue Elite