San Francisco Luggage Company

Complaint: [redacted] I am rejecting this response because: I would like to resolve this matter without it devolving into an ultimately time-consuming and circuitous "he-said-she-said" accountThe account of my purchase as described by the store owner is patently untrueThe matter remains to be solved: I was sold a bag that did not comply with my singular, specific request that he verbally guaranteed, and I would like to return it and be refundedI would have returned it sooner, but it was physically impossible to do so because I was out of the countryTherefore, I would like to proceed with the return and refund now that I am backSincerely, [redacted] ***

Unfortunately the customers complaint is full of lies, there was no pressure from me to buy a bag. Why would I pressure someone with a budget? From experience I know that if someone buys something they can't afford there is a 9 [redacted] chance of it being returned so why would I risk starting off a day... with negative $100+ when it gets returned. I also didn't give her a discount to convince her. There is no reason for me to give out discount to sell the backpack, the bag is popular and I could've easily sold it at full price to someone else, I only gave her [redacted] because the bag was over her budget and she kept asking for a discount. the customer claims I said the bag was a standard size carry on. That's silly because anyone who travels a lot or works in luggage will tell you there is no standard size carry on because all airlines have different carry on restrictions. The only time we hear someone say "standard size" is when a customer says it in our store. We also encourage our customers to check with their airline/s carry on restrictions before purchasing their bag because the last thing we want is for someone to get stuck checking in their bag when they didn't want to. I have also traveled all over the world and am familiar with the strict carry on policy's other airlines have outside the U.S. The customer came in looking for a carry on bag because she was going to [redacted] . I have been to [redacted] many times and suggested while there she visit other cities, the customer told me she couldn't do that because she will be very busy while there she is only going to [redacted] and back. She never mentioned she will be traveling throughout [redacted] she told me the opposite. I would have suggested a smaller bag to be on the safe side if she would've told me about taking additional flights. There is a 30 day return/exchange on non used merchandise. Her backpack was used by her for 52+ days that's over a month and a half. She said nothing about having problems getting there, which was what she was looking for a bag to get there and back. My sales team has 5+ years in retail luggage and 10+ years in retail. Our main goal here at San Francisco Luggage Company is to provide the best customer service. If this were any other case like a damaged bag I would be more than happy to work with the customer on getting it taken care of but I can't refund a bag because the customer no longer needs it.Sent from my iPad

Complaint: [redacted]I am rejecting this response because:
 
I would like to resolve this matter without it devolving into an ultimately time-consuming and circuitous "he-said-she-said" account. The account of my purchase as described by the store owner is patently untrue. The matter remains to be solved: I was sold a bag that did not comply with my singular, specific request that he verbally guaranteed, and I would like to return it and be refunded. I would have returned it sooner, but it was physically impossible to do so because I was out of the country. Therefore, I would like to proceed with the return and refund now that I am back. Sincerely,[redacted]

Unfortunately the customers complaint is full of lies, there was no pressure from me to buy a bag. Why would I pressure someone with a budget? From experience I know that if someone buys something they can't afford there is a 9** chance of it being returned so why would I risk starting off a day...

with negative $100+ when it gets returned. I also didn't give her a discount to convince her. There is no reason for me to give out discount to sell the backpack, the bag is popular and I could've easily sold it at full price to someone else, I only gave her ** because the bag was over her budget and she kept asking for a discount. the customer claims I said the bag was a standard size carry on. That's silly because anyone who travels a lot or works in luggage will tell you there is no standard size carry on because all airlines have different carry on restrictions. The only time we hear someone say "standard size" is when a customer says it in our store. We also encourage our customers to check with their airline/s carry on restrictions before purchasing their bag because the last thing we want is for someone to get stuck checking in their bag when they didn't want to. I have also traveled all over the world and am familiar with the strict carry on policy's other airlines have outside the U.S.  The customer came in looking for a carry on bag because she was going to [redacted]. I have been to [redacted] many times and suggested while there she visit other cities, the customer told me she couldn't do that because she will be very busy while there she is only going to [redacted] and back. She never mentioned she will be traveling throughout [redacted] she told me the opposite. I would have suggested a smaller bag to be on the safe side if she would've told me about taking additional flights. There is a 30 day return/exchange on non used merchandise. Her backpack was used by her for 52+ days that's over a month and a half. She said nothing about having problems getting there, which was what she was looking for a bag to get there and back. My sales team has 5+ years in retail luggage and 10+ years in retail. Our main goal here at San Francisco Luggage Company is to provide the best customer service. If this were any other case like a damaged bag I would be more than happy to work with the customer on getting it taken care of but I can't refund a bag because the customer no longer needs it.Sent from my iPad