Southern Pacific Enterprise, Inc.

We regret that this customer was not able to find a pair of UGG boots in our existing stock which worked for herWe tried several times to offer alternatives within our return policy, but none were acceptableAn escalation was submitted on Friday, January * for our Customer Service Manager to get
in touch with her when we returned to the office on Monday, January **However, in-store and over the weekend, this customer made very public allegations that we sell fake UGG merchandise, and she had received confirmation of her beliefs from an UGG customer service representative who had seen pictures of her boots and said they didn't look right to herThe proper procedure at UGG would have been for that representative to forward the customer's inquiry to UGG's Brand Protection department, which was not what happenedAs a result of these allegations, we needed to take legal precautions before directly addressing the customer at allThese precautions included consulting with our legal team and reaching out to our contacts at UGG to launch an investigation and obtain supportWe needed to make sure that they had sent us 100% Authentic products before we made any further statements at all, and before we were allowed to contact the customer in any wayGraham T*** the head of Brand Protection at UGG, told us that the products were authentic, were of the quality they expected from any product made by hand from natural materials, and that the customer service representative who had originally given the customer incorrect information should never have done so, as Graham himself is of the level of brand protection awareness that would allow him to accurately assess the authenticity of a product over photos, and this representative was notI have CC'd Graham T*** and Lisa B*** on this message and you may reach out to them for confirmation as you investigate this claimWe always intended to get in touch with the customer as soon as it was made clear to her by UGG that the products we sell are authentic, including those which were sold to herWe also wanted to make sure we could take care of her and get her a refund as an exception to our return policy, as it was clear that she was no longer interested in continuing to shop with usWe were willing to issue the refund ourselves, but UGG was anxious to take care of her, as well, so we gave them the opportunity to do soWe communicated with the customer through direct messages on Facebook, in which we expressed our desire to speak with her and make sure she was taken care ofWe have been in touch with UGG to make sure she was given a full refund as well as the assurance that her claims that DNA Footwear was selling fake products were inaccurateThe customer is now fully aware of the fact that our products were authentic, and has received a refund in fullWe still hope that she will contact us at the number we provided so we can make absolutely sure that she feels taken care of by our businessDNA Footwear has been serving the Brooklyn community for years, and we care very much about our customers

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that there response is not entirely trueI was given writen proof from different employees and only acted on what was confirmed to meIt took some time but I was refunded and that was the reason for my complaint so I do believe the matter has been resolved.
Sincerely,
*** ***