Striker Brands, LLC

We received a notification from the RevDex.com of Wisconsin... on January 23, 2015. The notification detailed a complaint from a customer (initials VJ) about our business. The following transcript is our response to the complaint, of which we were aware before being contacted by the RevDex.com of Wisconsin. If there are any questions or concerns, please contact myself (the customer service representative) or [redacted] (the owner). When Striker was contacted over the phone by the customer in January of 2015, she described how she had worn her Prism jacket several times over the course of the season. She had noticed some fraying of the fabric at the seam in the coat, and decided to call in order to repair the jacket under warranty. We have completed a number of seam repairs for various products under warranty, but the repairs have been for different parts of the jackets and are not a regular manufacturing defect. Given the nature of the damage did not sound like normal wear and tear, I asked for confirmation of the date of purchase in February of 2014 in order to potentially apply the one year warranty. The customer said that she did not have any copy of the transaction because it was a gift, and that she preferred not to contact the person who had given her the gift. I asked if she knew what retailer the purchase from which the purchase was made in order to potentially contact the retailer for the information, but she was unsure which one and was again unwilling to contact the purchaser. I told the customer that we could not apply the warranty without confirming the time of purchase, and offered her our repair service for a nominal fee. The fee would amount to approximately 10% of the cost of the $199.95 jacket, typically costing from $10 to $20 depending on the seam. The customer said that the jacket clearly appeared to be nearly new, which is not a valid confirmation of our warranty per our company policy. I told her again that without a copy of the receipt, we cannot apply the warranty to her repair. She then said that she would contact the RevDex.com, and would no longer require a repair from us for the time being. Our warranty policy is detailed on our website at the following link: http://strikerice.com/index.php/warranty-repairs [redacted] Striker Brands LLC [redacted] ** [redacted] [redacted]

I apologize in the delay in response, we were waiting to receive the claim form from our shipper. The customer did place an order with us and we are able to verify by product weight
that both items left together in one package when leaving our warehouse. We received a call from the customer stating that one item was missing from the package upon arrival. We then filed a claim for the customer with the shipping company (Spee Dee). Attached you will find the form filled out by the shipping company. The claim was declined by the shipping company and they stated as the reason ‘Confirmed correct residential delivery, package was intactNo signs of tampering.’ At this point we had no evidence that the item was missing from the package.
Thank you for your time, please let us know if there is anything else that you need from us
Thank you,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
 I would not start complaining if everything was intact as the shipper declares . It was intact everywhere except near my door. I had to buy lost item separately later. Very hard to proof that item is missing when I could not see carrier at the moment of delivery. The shipper's answer implies I received the item and want to get money back. My position is - I lost 280 USD due to shippers irresponsible packaging ( they put two items in one plastic bag which is arriving torn and with one item -all packages I receive from on line retailers are always in carton boxes). If it's lost/stolen by carrier - sure they won't say about that ( I didn't see driver at the very moment of delivery).My wife was at home and says that nobody was ringing the doorbell at the time of delivery, driver obviously tried to avoid scene with open bag. Also I chose USPS when ordering my delivery but the shipper uses Spee Dee anyway. If ordering at Striker Brands you need to buy one item at a time, never two or more - no guarantee you will receive everything, they will be saving on boxes and squeezing everything in one plastic bag.
Regards,
[redacted]

We received a notification from the Revdex.com of Wisconsin...

on January 23, 2015. The notification detailed a complaint from a customer (initials VJ) about our business. The following transcript is our response to the complaint, of which we were aware before being contacted by the Revdex.com of Wisconsin. If there are any questions or concerns, please contact myself (the customer service representative) or [redacted] (the owner).
 
When Striker was contacted over the phone by the customer in January of 2015, she described how she had worn her Prism jacket several times over the course of the season. She had noticed some fraying of the fabric at the seam in the coat, and decided to call in order to repair the jacket under warranty. We have completed a number of seam repairs for various products under warranty, but the repairs have been for different parts of the jackets and are not a regular manufacturing defect. Given the nature of the damage did not sound like normal wear and tear, I asked for confirmation of the date of purchase in February of 2014 in order to potentially apply the one year warranty. The customer said that she did not have any copy of the transaction because it was a gift, and that she preferred not to contact the person who had given her the gift. I asked if she knew what retailer the purchase from which the purchase was made in order to potentially contact the retailer for the information, but she was unsure which one and was again unwilling to contact the purchaser. I told the customer that we could not apply the warranty without confirming the time of purchase, and offered her our repair service for a nominal fee. The fee would amount to approximately 10% of the cost of the $199.95 jacket, typically costing from $10 to $20 depending on the seam. The customer said that the jacket clearly appeared to be nearly new, which is not a valid confirmation of our warranty per our company policy. I told her again that without a copy of the receipt, we cannot apply the warranty to her repair. She then said that she would contact the Revdex.com, and would no longer require a repair from us for the time being. Our warranty policy is detailed on our website at the following link:
 
http://strikerice.com/index.php/warranty-repairs
 
[redacted]
Striker Brands LLC
[redacted] ** [redacted] [redacted]

I apologize in the delay in response, we were waiting to receive the claim form from our shipper.  The customer did place an order with us and we are able to verify by product weight that both items left together in one package when leaving our warehouse.  We received a call from the...

customer stating that one item was missing from the package upon arrival.  We then filed a claim for the customer with the shipping company (Spee Dee).  Attached you will find the form filled out by the shipping company.  The claim was declined by the shipping company and they stated as the reason ‘Confirmed correct residential delivery, package was intact. No signs of tampering.’  At this point we had no evidence that the item was missing from the package.  Thank you for your time, please let us know if there is anything else that you need from us. Thank you, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] I would not start complaining if everything was intact as the shipper declares . It was intact everywhere except near my door. I had to buy lost item separately later. Very hard to proof that item is missing when I could not see carrier at the moment of delivery. The shipper's answer implies I received the item and want to get money back. My position is - I lost 280 USD due to shippers irresponsible packaging ( they put two items in one plastic bag which is arriving torn and with one item -all packages I receive from on line retailers are always in carton boxes). If it's lost/stolen by carrier - sure they won't say about that ( I didn't see driver at the very moment of delivery).My wife was at home and says that nobody was ringing the doorbell at the time of delivery, driver obviously tried to avoid scene with open bag. Also I chose USPS when ordering my delivery but the shipper uses Spee Dee anyway. If ordering at Striker Brands you need to buy one item at a time, never two or more - no guarantee you will receive everything, they will be saving on boxes and squeezing everything in one plastic bag.Regards,
[redacted]