Sun & Ski Sports

Customer service team has been in contact with customer times since original request on 3/ This item was originally purchased March 20, 2016Customer originally contacted Kthe manufacturer of the product, and they suggested to contact retailer so that a claim could be processed through the retailer back to K(which is a pretty lengthy process) Process includes the customer returning product back to us (which typically in most warranty cases shipping falls to the customer to pay), then we send it back to Kfor assessment based on their warranty process they make final decision of how to handle the claim In this case, the customer care team was trying to help the customer out and avoid this lengthy process by sending him a label for return, and find new basket for the one pole that was broken The team worked with the ski techs, but could not find a replacement basket The received that information yesterday so today they are going to just send a new set of poles to the customer to take care of the customer Customer service team will identify why the label did not make it to the customer to identify any issues with the process or system generating the emailUnder Sun & Ski Performance Guarantee the item must be in good condition and free from signs of abuse In this case the basket is completely missing from the pole, and as such does not fall under Performance Guarantee policy [redacted] Final solution- customer will be receiving a free set of the same ski poles, customer service team is contacting customer today

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me I also received the replacement poles as indicated in the messageAppreciate your help me resolve this issue and thanks to Sun and Ski for addressing the warranty request to my satisfaction! Best Regards,Larry

Dear *** ***,
Please allow me to apologize for the delay in getting this issue resolved for you and the lack of adequate customer serviceI have shared your feedback with the E Commerce Manager to understand where the breakdown occurred and avoid this from happening againThe refund was
processed on 12/29/and the funds should now be available from your banking institution
I would also like to extend a 10% discount on a future purchase if you choose to shop with us againThis can be used on items that are on sale as wellIf you would like to take advantage of that, please keep my contact email below and after the order is placed, send me the info and I will have the order amount adjusted
Should you have any other concerns you may reach out to me personallyMy email address is: ***
Sincerely,
Sean R*** Director of Store Operations
Retail Concepts IncDBA Sun and Ski Sports
1/6/

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me
Thank you Revdex.com, you truly are an amazing company! I truly appreciate all your time and help***

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I also received the replacement poles as indicated in the message. Appreciate your help me resolve this issue and thanks to Sun and Ski for addressing the warranty request to my satisfaction! Best Regards,Larry

Customer service team has been in contact with customer 3 times since original request on 3/2.  This item was originally purchased March 20, 2016Customer originally contacted K2 the manufacturer of the product, and they suggested to contact retailer so that a claim could be processed through...

the retailer back to K2 (which is a pretty lengthy process).  Process includes the customer returning product back to us (which typically in most warranty cases shipping falls to the customer to pay), then we send it back to K2 for assessment based on their warranty process they make final decision of how to handle the claim.  In this case, the customer care team was trying to help the customer out and avoid this lengthy process by sending him a label for return, and find new basket for the one pole that was broken.  The team worked with the ski techs, but could not find a replacement basket.  The received that information yesterday so today they are going to just send a new set of poles to the customer to take care of the customer.  Customer service team will identify why the label did not make it to the customer to identify any issues with the process or system generating the email. Under Sun & Ski Performance Guarantee the item must be in good condition and free from signs of abuse.  In this case the basket is completely missing from the pole, and as such does not fall under Performance Guarantee policy [redacted] Final solution- customer will be receiving a free set of the same ski poles, customer service team is contacting customer today.

Hello,We have reviewed the customers complaint and do acknowledge that we owe them $32.58 in store credit.  We have not been able to locate the items that were returned, however we are happy to send a gift card for the amount. A gift card with a number ending in [redacted] in the amount of...

$32.58 is being mailed to: L[redacted] D Kidd[redacted] [redacted] Thank you for helping us resolve this issue and please feel free to contact us if further attention is required. Respectfully,Jimmy B[redacted]Customer Service Manager