Scottevest, Inc

Thank you for the notification about the complaint with the ID of ***We appreciate all the feedback from our customersI'm pleased to inform you that we did resolve the issueShe requested a refund for the vest, and we granted it in fullI've attached a copy of the refund confirmation.Best
Regards,*** ***

We never advertised that the product could hold an iPadThe products that do carry an iPad are clearly labeled on this page: They are also clearly called out on the product page as iPad compatible. However, one of the graphics in a minute video about the product improperly showed an
iPad in the pocketIt was pointed out to us by the customer and we took the video down within hours of being notified. During the process of talking to this customer, they were offered an immediate refund, though she refused our offerInstead, she just wanted the media taken down, which was already in the process of being taken down (and is now replaced with the proper image). This was not a case of purposeful deceit, instead was just the wrong image being placed on the siteIn the product description, iPad compatibility chart, and anywhere else on the site, we never mentioned that this product was meant for an iPad

We appreciate this customer's contacting SCOTTeVEST and leaving a detailed Revdex.com review This led to an internal review of processes and marketing materials. We believe that the changes made by our team, with the help of this customer's feedback, have made our policies clearer
and more customer friendly. As a result of our conversations with the customer, we refunded in full

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Thank you for the opportunity to respond to [redacted] [redacted] complaint, Complaint ID [redacted].
The customer indicates that he called numerous times and left voicemails. We have no received calls from [redacted] or voicemails from this phone number. We use Mitel Oaisys to keep phone records,...

and Desk by Salesforce to keep voicemails. We never delete records from either of these. 
We do not have any emails from [redacted]@mac.com. We use Desk by Salesforce to view emails, and never delete records. The customer confusingly stated that “The jacket was worn a couple of times during the winter and put away till this winter”. Since there has only been one winter since the reported purchase date, I cannot follow the timeline. 
We communicated one time with the customer, and on none of the dates he said he contacted us. The customer used our LiveChatInc feature to speak to one of our representatives on February 5th. The transcript is attached as a PDF.
These records show that the customer did not reach out to us on the dates he provided:Talked to Company: 1/4/2017Talked to Company (2nd): 1/13/2017Talked to Company (3rd): 2/2/2017
Conversely, the customer spoke to one of our customer service representatives a few hours before making this claim, and said he has no recollection of the dates he contacted us. This is in the LiveChat transcript attached. He said that one was on a weekend, and the others were weekdays. None of the dates that he listed is a weekend. 
In the LiveChat transcript, you’ll see that the customer says that his grandmother, [redacted], purchased the item on QVC. He provided the purchase date 3/24/2016 in this complaint. While our products have been sold on QVC in the past, the most recent was in 2013 and they did not sell this jacket. No one could have purchased this item from QVC ever, and no one could have purchased a SCOTTeVEST product on QVC since 2013.
Under the assumption that he might be mistaken, and his grandmother purchased the item from our site instead of QVC, I searched all order history for the purchase he claims was made on 3/24/2016. I searched for orders placed with the last name “[redacted]” From January 2016 until June 2016, and there are no orders for either “[redacted]” or “[redacted]”, or orders with the last name “[redacted]” for the Revolution Plus Jacket. 
I expanded the search, eliminating the date range. I found that the customer purchased the item on March 8, 2013, which is far outside our 2-year warranty. A different phone number is listed in that order, [redacted] I searched our voicemails and call logs, and we have not received any calls from this number. 
The next piece of information is the purchase price. [redacted] paid for this item with his Mastercard ending in [redacted], and the complete charge for the item, less shipping, was $120.00, not $250. I have attached this invoice as a PDF for your review. 
None of the information in [redacted]s account is corroborated by any of the extensive records that we keep. In fact, quite the opposite.
 
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]  P.S. Thanks so much for the timely followup and assistance to close this matter!!!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]