Shoemaker & Jennings, Inc.

Initial Business Response /* (1000, 5, 2015/10/21) */
Dear Ms***,
This is in response to your letter dated October 7, 2015, sent to The North Face brand regarding a consumer complaint from *** ***
We want to assure you and the consumer that we take consumer concerns and feedback
seriously and we strive for consumer satisfaction and have reviewed and investigated Mr***'s complaintWe have checked our records and are unable to find any record of communications from Mr*** through our customer service department regarding this matterWe request your assistance to ask Mr*** to contact our customer service department at X (XXX) XXX-XXXX at his earliest conveniencePlease have him ask for our Manager, *** ***, who can try to work with him to resolve the matter
We will be unable to take further action until we receive more information from Mr*** but we would be pleased to try to assist him if he is able to call Mr***
Thank you for your assistance in this matterPlease do not hesitate to contact me should you have any questions
Initial Consumer Rebuttal /* (3000, 7, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have called two times after I got the business response to speak to the manager named hereOnce he was not in the office and other time he was out ok lunchBoth times the representative told me that she has emailed the manager for follow upI haven't received a call backIt is just as the outlet stores they make bunch of empty promises and never follow up on it
My number is XXXXXXXXXXI would want someone from corporate office to call me
Final Business Response /* (4000, 9, 2015/11/11) */
Dear Ms***,
This is in response to your letter dated October 28, 2015, and the consumer's rebuttal complaint
The Manager of our North Face Woodbury Outlet Store recently contacted Mr*** regarding his complaintThe Manager has asked that Mr*** send to his attention the three items he purchased from to store so that the merchandise can be inspectedThe Manager mailed a shipping label to Mr*** that would allow him to send us the merchandise, free of charge
Currently, we are awaiting receipt of the merchandise from Mr***We look forward to finding a resolution in this matter

Yes, I received it. You can close this complaint. Thank you!

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. Thank you North Face for following up on this matter! Sincerely, *** ***

Dear ***
This is a response from The North Face brand regarding a consumer complaint from *** ***
We want to assure you and the consumer that we take consumer concerns and feedback seriously and we strive for consumer satisfaction. On January 31, and on February 3, 2017, our
Customer Service Manager reached out to Ms*** regarding the jacket mentioned in her complaint and requested that she submit the jacket to us for warranty policy evaluation. On February 3, 2017, Ms*** informed our Customer Service Manager that she did not wish to submit the jacket for our evaluation. As a result we are unable to provide further assistance to Ms***, however, we value Ms*** as a customer and will be offering her a $gift certificate
We trust that this matter is now resolved. Please don’t hesitate to contact me should you have any questions. Tell us why here

Dear ***, This is a response from The North Face regarding a consumer complaint submitted by *** ***. We want to assure you and the consumer that we take consumer concerns and feedback seriously and we strive for consumer satisfaction We have reviewed our records of
Ms***’s account and have determined that she was issued the correct Reward Certificate for the program year of our VIPeak Rewards Program. As indicated in the terms and conditions of our VIPeak Rewards Program (which may be found at www.thenorthface.com), Rewards Program members would receive Reward Certificates valued at 0.2% of the Peak Point balance earned for the program year. There is nothing in our Rewards Program that suggests that members would receive Rewards Certificates valued at up to 10-20% off merchandise based on points earned, as Ms*** states. Ms*** earned Peak Points by the close of the program year, which properly converted to an $Reward Certificate. We hope that Ms***’s questions are resolved and that this matter now can be closed

Dear ***,
This is a response from The North Face brand regarding a consumer complaint from *** ***
We want to assure you and the consumer that we take consumer concerns and feedback seriously and we strive for consumer satisfaction. We have investigated Ms***’s claim and
determined that on December 20, 2016, Ms*** called our customer service department to cancel her order of the custom jacket. We cancelled that order at that time. We were experiencing issues with applying the credit to her credit card at the time of cancellation. On April 25, 2017, our customer service department confirmed that we credited Ms***’s credit card in the amount of $141.26. We apologize for any inconvenience and thank Ms*** for her patience as we resolved this issue
We trust that this matter is now closed. Please don’t hesitate to contact me should you have any questions

Dear ***,
This is a response from The North Face regarding a consumer complaint from *** ***.
We want to assure you and the consumer that we take consumer concerns and feedback seriously and we strive for consumer satisfaction. Our Customer Service Team has resolved this matter through our warranty process.
We trust that this matter is now closed. Please don’t hesitate to contact me should you have any questions

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

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

Dear Adan,
This letter is in response to The North Face brand regarding a consumer complaint from *** ***
We want to assure you and the consumer that we take consumer concerns and feedback seriously and we strive for consumer satisfaction. On January 31, 2017, Our Customer
Service Deptcontacted Ms*** regarding the jacket noted in her complaint. On January 31, 2017, a pre-paid shipping label was sent to Ms***, free of charge, so that she could send the jacket to our Warranty Department for review and evaluation which is required under our warranty policy. To date, we have received no further response from Ms***
We look forward to resolving this matter with Ms***
Please don’t hesitate to contact me should you have any questions. Tell us why here

Dear ***,
This is a response from The North Face regarding a consumer complaint from *** ***
We want to assure you and the consumer that we take consumer concerns and feedback seriously and we strive for consumer satisfaction. We have reviewed our records of Ms***
account and can provide her the following additional information.
As stated in her complaint, Ms*** advised that she did not receive the rewards certificate for the Program Year of our VIPeak Loyalty Program we emailed to her on May 24, 2017. On August 11, 2017, we reissued that rewards certificate to Ms***. The reward certificate was sent to the email address associated with Ms*** account. The reward certificate was re-issued in the amount of $6.08. Per the terms and conditions under our VIPeak Rewards Program customers received reward certificates valued at 0.2% of the Peak Point balance earned for that year. Ms*** earned Peak Points at the close of the program year which converted to a $Reward Certificate. Ms*** received the proper amount in her rewards certificate
Should Ms*** have any further questions or concerns regarding our VIPeak Program Policy, we encourage her to contact us
We trust that this matter is now resolved and can be closed

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

Initial Business Response /* (1000, 5, 2016/02/15) */
Dear Ms. [redacted],
This is in response to your letter dated February 1, 2016, sent to The North Face brand regarding a consumer complaint from Mr. [redacted].
On February 10, 2016 our customer service department phoned Mr. [redacted] at the number...

provided in your letter, however, we were unable to reach him as the number has been disconnected. On February 11, 2016 we mailed a letter to Mr. [redacted] in which we provided him with our Warranty Return Form and a prepaid shipping label. We asked Mr. [redacted] to complete the form and return the damage backpacks to our Warranty Department for evaluation.
Currently, we are awaiting receipt of the merchandise from Mr. [redacted]. We look forward to finding resolution in this matter.
Initial Consumer Rebuttal /* (2000, 7, 2016/02/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint[redacted]I am rejecting this response because: the response was not a truthful representation of the facts.
I did contact the merchant initially to cancel the order, but was told that it couldn't be cancelled because it was a custom order.  When I called back in late January or early February 2017 to inquire about the jacket still not having arrived, I was told they would look into the delay and get back to me.  Even at this second conversation, I said if they haven't started making the jacket they can just cancel the order.  I was told once again that custom orders cannot be cancelled once placed.
When I received no further follow-up response, I finally decided to dispute the charge with my credit card company in March, 2017.  Even after I initiated the credit card dispute, NorthFace.com had the audacity to deny my dispute claim by falsely stating that they had delivered the item.  It wasn't until I sent a snapshot to my credit card company of the web page from NorthFace.com showing my order status as "still in progress" and asking them to reopen the dispute, and also instituting this complaint to Revdex.com, that this appears to be finally resolved with a long overdue credit to my account.
I seek no further action from NorthFace.com, but I do want the record to other consumers to reflect the poor customer service and lack of integrity displayed by this company.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: I did respond to North Face and advised them that New York is experiencing inclement weather and that Avery would be wearing his jacket as it is the only one he has.  The jacket will be sent as soon as the blizzard conditions have passed.  That will be on Friday 2/10/17.Sincerely,[redacted]

This is a response from The North Face brand regarding a consumer review by [redacted].
We want to assure you and the consumer that we take consumer concerns and feedback seriously and we strive for consumer satisfaction.   
We have investigated Ms. [redacted] complaint and...

have found that she is correct.  The state of Pennsylvania has sales tax exemptions on the items for which she purchased with our company.  Our customer service dept. will contact Ms. [redacted] so that we can reimburse her for the taxes she paid on the merchandise purchased.  
We regret any inconvenience this may have caused.  We look forward to resolving this matter with Ms. [redacted] soon.

Dear [redacted],
This is in response from The North Face brand regarding a consumer complaint from [redacted].   
We want to assure you and the consumer that we take consumer concerns and feedback seriously and we strive for consumer satisfaction.   We have investigated...

the material breakdown of Mr. [redacted] tent and determined that this was due to age of the tent and normal wear and tear.   Age of an item and normal wear and tear are not covered under our Warranty Policy.  However, we have decided to replace Mr. [redacted] tent this one time only.   Our Customer Service Dept. worked with Mr. [redacted] first to retrieve all the parts of his tent and then to send him a replacement tent.   On June 29, 2017 the replacement tent was sent to Mr. [redacted] and was scheduled to be delivered the next day.
We trust that this matter is now closed. Please don’t hesitate to contact me should you have any questions.

Initial Business Response /* (4000, 9, 2016/01/19) */
Dear Ms. [redacted],
This is in response to your letter dated January 5, 2016 sent to The North Face brand regarding a consumer complaint from PK [redacted].
We want to assure you and the consumer that we take consumer concerns and feedback seriously...

and we strive for consumer satisfaction. On January 11, 2016, our Customer Service Manager spoke with Mr. [redacted] regarding this matter and was able to assist Mr. [redacted]. Mr. [redacted]'s credit card has now been credited.
We now consider this matter resolved and closed.
Please don't hesitate to contact me should you have any questions.
Initial Consumer Rebuttal /* (2000, 11, 2016/01/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Finally resolved and they went out of there way to ensure that it was. Greatly appreciated. Will always be a loyal consumer of this brand.

Complaint: [redacted]I am rejecting this response because:
I feel disagree about the [redacted] explanation North Face made.
North Face hired diversity employees. But it does not means that each employee do not have any [redacted]. For example, US Military also employs lots of people from different countries and it is a non-[redacted] organization. Is that means there is no [redacted] for each soldier and officer? I believe North Face and most of employees do not have [redacted]. But I think some employees from Rehoboth Beach store do have [redacted].
The North Face said they conducted investigation about this issue. Actually, they never contacted me in any ways. Do you guys investigate the issue only based on the internal staffs and do not double check the real situation from me? North Face, as Tanger Outlet tenant, I do not think sales associate redeemed the coupon friendly as other tenants. In fact, North Face volunteered Pink Style Event and the coupon book. If necessary, I will talk the issue with Tanger Outlet manager. As to the Pink Style coupon, I did not talk about whether I can redeem it or not. The sales associate did not simply reminded me the terms of the coupon. She judged that our two people only have one Pink Card. And she talked about it clearly with another sales associate just in front of us. The reason why she judged us is that she thought we two only want to save $10 for the second Pink card. At the same time, we showed the two pink style cards. She was ignorant of that we do not understand English and denied her precious judgment. At that time, we just left as a goodwill gesture. It is the first time we felt [redacted] in North Face store. The women left this store for a while before I complained. So what kind of investigation you guys conducted even though the women no longer worked in this store?
As to the second coupon, I never violate the Bulk Merchandise policy and the terms. I seems like purchased little bit than other shoppers. The reason I already explained in the complaint details. I just temporary live in the United States and I have thousands of friends on Facebook. North Face emphasized again and again to protect the image of brand, but do you know how expensive North Face sells its products in China? That is the reason why my friends bargain me again and again to purchase North Face products in US. And I just bought several items one week. Actually, my family is doing business kind like Home Depot. I do not have any reason to resell North Face to get revenues or save just $10 for the Pink Style coupon card. Right now Forth Face just uses the policy to against me. The policy only works for the staffs subjective judgments. For example, I purchased five same items from different sales associates. One sales associate think it is resell, but another think it is not. Do you believe the policy is fair to each customer? I saw a shopper who violated North Face terms. The guy purchased more than 500 items. He bought all backpacks from shelves and other North Face products. The manager helped him to check out and same item quantity in each transaction is not over 5. Can you tell me again you guys do not discriminate me? I took the photo for this. If necessary, I can show it to everyone. I trust that this matter is not resolved. For the North Face response, I never been contacted and get any apologize for this issue.I believe it is the first necessary thing a professional customer service representative should do. Last time when I checked out in the store, the store manager came to the cashier and told her do not allow to use Tanger coupon without explaining any reasons. It happened just in front of me. Actually, I did not ask the cashier to use Tanger coupon. It is not the fist time the manager (white guy with glass no hair)did this to me. He says hello to any shoppers except me. Do you think it is the good shopping experience? The policy only works for this manager’s judgment. This problem can only be resolved after the manager treat me without [redacted].        
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/10/06) */
Dear Ms. [redacted],
This is in response to your letter dated September 22, 2015, sent to The North Face brand regarding a consumer complaint from [redacted].

We want to assure you and the consumer that we take consumer concerns and...

feedback seriously and we strive for consumer satisfaction. Our Warranty Customer Service Team has reached out to Ms. [redacted] directly and will be replacing her jacket noted on the complaint. The customer advised our team that she is fully satisfied with this resolution.
We now consider this matter closed.
Please don't hesitate to contact me should you have any questions.