Shoemaker & Jennings, Inc.

Dear Ms. Thomas,
This is in response to your letter dated March 29, 2016 sent to The North Face brand regarding a consumer complaint from A[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 matter and believe that Mr. D[redacted] was appropriately charged for shipping and sales tax on his order.  However, we do appreciate Mr. D[redacted] as a customer and to this end we have credited him for the shipping charges in the amount of $59.77 that were applied to his order.  As a matter of law, we are not able to refund the sales tax in the amount of $18.34.     
We trust that this matter is now closed.  Please don’t hesitate to contact me should you have any questions.
 
Sincerely,
D[redacted]

Dear [redacted]
This is a response from The North Face regarding a consumer complaint from [redacted]
Today, March 17, 2017, our Customer Service Supervisor informed me that he spoke with Mr[redacted] on the phone.  Mr[redacted] has agreed to send in his shoes to our Warranty Dept. for review,...

per our Warranty Policy. 
We look forward to receiving the shoes and working with Mr[redacted] to resolve this matter.

Dear [redacted],
This is a 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.  On April 30, 2017, Mr [redacted] contacted our...

customer service manager and asked for an exchange of the Nuptse jacket instead of a return.  While it is unclear as to whether or not Mr. [redacted] was indeed eligible to return the jacket, we are happy to accommodate his request for the exchange as long as the product is still available.  Otherwise, we will assist Mr. [redacted] with his original request of returning the jacket. 
Our customer service manager will be in contact with Mr. [redacted] to assist him with this process.    
We look forward to working with Mr. [redacted] in resolving this matter.   Please don’t hesitate to contact me should you have any questions.

Initial Business Response /* (1000, 8, 2015/09/14) */
Revdex.com, thank you the issue was resolved. [redacted]
Initial Consumer Rebuttal /* (2000, 10, 2015/09/22) */
Revdex.com, thank you the issue was resolved. [redacted]

Initial Business Response /* (1000, 10, 2016/01/29) */
This is in response to your letter dated January 15, 2016 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. We are pleased to have resolved this matter with the customer and she has been refunded for the returned jacket and her shipping costs.
Please don't hesitate to contact me should you have any questions.

Dear [redacted],
This is in response to your letter dated May 9, [redacted] 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.  We...

have investigated [redacted] claim and determined that [redacted] package was delivered.  However, we appreciate [redacted] as a customer and to this end we have decided to reimburse [redacted] for the lost package.  Our Customer Service department will notify [redacted] of our decision and we will begin the refund process shortly.
We trust that this matter is now closed.  Please don’t hesitate to contact me should you have any questions.   Tell us why here...

Dear [redacted],
This is a further response from The North Face regarding a consumer complaint from [redacted]. 
Our Customer Service Team is in the process of resolving this matter with Mr. [redacted].   They are working with him to fulfill the exchange.
Please don’t hesitate to...

contact me should you have any questions.

The [redacted] issue has been completely resolved, we got  his order delivered to him on 12/21/2016.

Dear [redacted]
This is a 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.  On February 20, 2017, our Customer Service...

Supervisor confirmed that Mr. [redacted] had filed a claim with our Warranty Dept. for zipper repair of his jacket.  The zipper repairs were concluded and the jacket was returned to the customer. 
We trust that this matter is now resolved.  Please don’t hesitate to contact me should you have any questions. 
 
Best,
[redacted]

Initial Business Response /* (1000, 6, 2015/09/30) */
Contact Name and Title: [redacted], Paralegal
Contact Phone: XXXXXXXXXX
Contact [redacted]@vfc.com
Dear Ms. [redacted],
This is in response to your letter dated September 16, 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 and have reviewed and investigated Mr. [redacted]'s complaint. We have checked our records and are unable to find any record of communications from Mr. [redacted] through our customer service department regarding this matter. That said, this complaint does not appear appropriately directed at The North Face brand. Contrary to Mr. [redacted]'s suggestion, the printout that he submitted to your office with his complaint is not from The North Face website and therefore are not goods and prices offered by The North Face. I am attaching a representative example from WWW.THENORTHFACE.COM, which is our ecommerce website to show you that our website's appearance is quite distinct from the website that Mr. [redacted] submitted.
We are unable to honor the price for which Mr. [redacted] claims the merchandise was advertised because the advertisement is not from The North Face website. Mr. [redacted] must make his product purchases from the website featured in his submission.
We now consider this matter closed unless there is additional or different information for us to consider.

Initial Business Response /* (1000, 17, 2015/12/07) */
Dear Ms. [redacted],
This is in response to your letter dated November 23, 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 is working to assist her with this matter. A shipping label was mailed to Ms. [redacted] so that she can send the damage jacket to our Warranty Department for review. The customer is appreciative of the assistance we are providing. We look forward to finding a resolution to this matter with Ms. [redacted].
Please don't hesitate to contact me should you have any questions.