Shoemaker & Jennings

Initial Business Response / [redacted] (1000, 10, 2016/01/29) */ This is in response to your letter dated January 15, 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 satisfactionWe 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

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 deptwill 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 ***, 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 wear and tear Age of an item and 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 Deptworked with Mr [redacted] first to retrieve all the parts of his tent and then to send him a replacement tent On June 29, the replacement tent was sent to Mr [redacted] and was scheduled to be delivered the next day We trust that this matter is now closedPlease don’t hesitate to contact me should you have any questions

Initial Business Response / [redacted] (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 satisfactionOur Warranty Customer Service Team has reached out to Ms [redacted] directly and will be replacing her jacket noted on the complaintThe 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

Initial Business Response / [redacted] (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 satisfactionOur Warranty Customer Service Team has reached out to Ms [redacted] directly and is working to assist her with this matterA shipping label was mailed to Ms [redacted] so that she can send the damage jacket to our Warranty Department for reviewThe customer is appreciative of the assistance we are providingWe look forward to finding a resolution to this matter with Ms [redacted] Please don't hesitate to contact me should you have any questions

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 Deptfor 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 / [redacted] (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 complaintWe have checked our records and are unable to find any record of communications from Mr [redacted] through our customer service department regarding this matterThat said, this complaint does not appear appropriately directed at The North Face brandContrary 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 FaceI 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 websiteMr [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

Complaint: [redacted] I am rejecting this response because: I feel disagree about the [redacted] explanation North Face made North Face hired diversity employeesBut 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] organizationIs 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 issueActually, they never contacted me in any waysDo 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 tenantsIn fact, North Face volunteered Pink Style Event and the coupon bookIf necessary, I will talk the issue with Tanger Outlet managerAs to the Pink Style coupon, I did not talk about whether I can redeem it or notThe sales associate did not simply reminded me the terms of the couponShe judged that our two people only have one Pink CardAnd she talked about it clearly with another sales associate just in front of usThe reason why she judged us is that she thought we two only want to save $for the second Pink cardAt the same time, we showed the two pink style cardsShe was ignorant of that we do not understand English and denied her precious judgmentAt that time, we just left as a goodwill gestureIt is the first time we felt [redacted] in North Face storeThe women left this store for a while before I complainedSo 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 termsI seems like purchased little bit than other shoppersThe reason I already explained in the complaint detailsI just temporary live in the United States and I have thousands of friends on FacebookNorth 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 USAnd I just bought several items one weekActually, my family is doing business kind like Home DepotI do not have any reason to resell North Face to get revenues or save just $for the Pink Style coupon cardRight now Forth Face just uses the policy to against meThe policy only works for the staffs subjective judgmentsFor example, I purchased five same items from different sales associatesOne sales associate think it is resell, but another think it is notDo you believe the policy is fair to each customer? I saw a shopper who violated North Face termsThe guy purchased more than itemsHe bought all backpacks from shelves and other North Face productsThe manager helped him to check out and same item quantity in each transaction is not over Can you tell me again you guys do not discriminate me? I took the photo for thisIf necessary, I can show it to everyoneI trust that this matter is not resolvedFor 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 doLast 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 reasonsIt happened just in front of meActually, I did not ask the cashier to use Tanger couponIt is not the fist time the manager (white guy with glass no hair)did this to meHe says hello to any shoppers except meDo you think it is the good shopping experience? The policy only works for this manager’s judgmentThis problem can only be resolved after the manager treat me without [redacted] Sincerely, [redacted] ***

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

Dear ***, 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*** They are working with him to fulfill the exchange Please don’t hesitate to contact me should you have any questions

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 Deptfor 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 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

Initial Business Response / [redacted] (4000, 9, 2016/01/19) */ Dear Ms [redacted] , This is in response to your letter dated January 5, 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 satisfactionOn 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 / [redacted] (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 wasGreatly appreciatedWill always be a loyal consumer of this brand

Initial Business Response / [redacted] (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, 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 disconnectedOn February 11, we mailed a letter to Mr [redacted] in which we provided him with our Warranty Return Form and a prepaid shipping labelWe 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***We look forward to finding resolution in this matter Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/17) */ (The consumer indicated he/she ACCEPTED the response from the business.)