Sierra Designs

We called the customer on Wednesday, May 17th and left a voice mail to help the customer with a resolution. Her jacket was shipped to her via [redacted] with tracking number [redacted] and was delivered on Friday, May 12.

Hello, *** initially contacted us on 3/6. Customer Service Representative *** responded and requested pictures of the issue. After some back and forth exchange of further information, we sent *** a prepaid shipping label to send back to our office for inspection. We received the
shirt on 3/and Customer Service Representative *** inspected the shirt for defects. While the shirt did appear wrinkled, it is common for these types of light weight fabrics to wrinkle. *** sent the shirt back to the customer, and informed *** that since the shirt was not defective, we could not issue a refund or exchange for products that are not in original condition. On 3/29, *** voiced his level of dissatisfaction with the service he’s received thus far, therefore *** promptly escalated the issue to myself, the Customer Service Supervisor. I reached out to *** that day to assure him that I was here to help him and that I would be follow up with the Revdex.com process. ***, while still upset with the condition of his shirt, was understanding that there we working to resolve the issue and that it take time to resolve through the Revdex.com process. He requested either a refund for his purchase, or as a middle ground, an exchange for a different style shirtI responded to *** to reiterate that our return policy states that we cannot issue refunds on product that is not in new and original condition. However, I expressed that we absolutely value our customers and take pride in our brand, products, and customer service. As a customer service gesture, I offered to accept his request for an exchange of his LS Solar Shirt for a different style. I await his reply to verify his information and color choice. Upon receipt, an order will be placedGiven the situation and this information, I hope that you will see that we made our best efforts to stand by our product and brand, and to remedy the situation for the customer. Please advise if any other information is requiredSincerely, *** ***
*** *** ***
*** ***

We called the customer on Wednesday, May 17th and left a voice mail to help the customer with a resolution.  Her jacket was shipped to her via [redacted] with tracking number [redacted] and was delivered on Friday, May 12.