The Frye Company

It seems as though our customer's shipping invoice was missed when her defective boots were unboxed; I will work with my Accounts Payable department to issue a reimbursement check for these shipping costs The consumer can expect to receive this check within business days

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted] ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

While our boots are not waterproof, the fact that this consumer was misinformed about our product certainly warranted replacement of the damaged item. *** *** was shipped a brand new pair of Harness boots on 2/*/14. We also offered to reimburse her shipping costs to our Refurbishing
Center, but haven't received her shipping invoice as yet

UPS states that this package was delivered to the customer's porch on May *, 2014; the customer contacted us and stated that she did not receive the package. The Frye Company contaced UPS to initiate a claim for non-delivery, but was advised by UPS that they would not honor a
claim based on prior history. Due to this, on May *, we recommended that this customer contact her credit card company and initiate a dispute. The customer contacted me in mid-July and stated that her credit card company wouldn't accept the dispute. I've offered to participate in a three-party call with the customer and her credit card company, but the customer has not yet engaged me in this call. We are unfortunately unable to issue a refund based on the initial response from UPS, and I remain available to speak with the customer's credit card company in a three-party call

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
My complaint has not been resolvedNor does it seem it will. As stated before, my credit card company, "credit one" has favored with the merchant company, stating THE FRYE COMPANY was a valid charge and they do not recognize non delivery of goods as a legitimate disputeAll credit one will dispute is a fraud chargeA fraud charge is not the case.I have exhausted myself trying to solve this issueClearly I have no options left, and the customer is left out to hang dry
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

As UPS has rejected our claim on behalf of this consumer due to prior history, a claim of non-delivery should be made through the credit card company. It is unclear how Credit One is not able to address a non-delivery issue, as the Fair Credit Billing Act stipulates non-delivery as disputable. Again, I will be happy to participate in a three-party call with the complainant and her credit card company

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I have not received credit to my card and multiple times when I called in they tried to tell me they hadn't received it when in fact they had My tracking numbers showed they were delivered to them
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have received an email stating they just processed the credit minutes ago
Sincerely, *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
 Thank you for sending the boots. The statement made by the company noted that I did not send the invoice for shipping. I sent the invoice for shipping with the boots. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We're so sorry for this guest's disappointment in our returns process! Our processing time is noted on our Customer Care page as follows: Refunds will be credited to your account within 10 business days (2 weeks) of receipt of your packaged return according to our policies stated...

above.It remains our mission to provide exceptional leather goods with customer service to match, and in that spirit, we will be happy to accommodate [redacted]'s request by processing her return of unworn merchandise today.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
Why is the client held responsible for a $400.00 item, that was supposedly left with out a required signature. When in fact it should be UPS's due diligence to capture signatures of items of this cost and not punish the clients. Also, The Frye Company should have a required a signature for this item, if they did not already.
In may, I filed a dispute with my credit card company ''Credit one''. Unfortunately Credit One, favored the merchant in this case, because I myself, made the purchase. Credit One does not recognize lost, stolen, or non delivery of merchandise as a dispute. I was told by Credit one, they would not argue this dispute and it would need to be negotiated with ''The Frye Company'' I had attempted to contact Frye, with Credit one, on a three way call, but could not get through. I then contacted Frye, on my own again. I was told by [redacted], a [redacted] she would participate in a three way call. She then informed me, she would be little of no use, because she herself, would only tell Credit one, ''Disputes may only go through a third party, such as a credit card company.''
This leads me back to my original problem. Credit One, my credit company will not dispute lost, stole, and undelivered merchandise. The Frye Company will only negotiate through a third party or a credit card company, not myself the customer. My hands are tied in this situation. I have exhausted myself with my credit card company and Frye in this matter. 
All I am asking for is The Frye Company to do the right thing and not hold the customer accountable, but UPS for this matter. If I could please be reimbursed for the product I have never received.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

It seems as though our customer's shipping invoice was missed when her defective boots were unboxed; I will work with my Accounts Payable department to issue a reimbursement check for these shipping costs.  The consumer can expect to receive this check within 10 business days.

Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Review: I ordered a pair of Frye boots from [redacted] on September *, 2013. I was sent a necklace instead that was shipped from an Asian country. Upon calling Frye customer service, I was told that [redacted] is a fraudulent website.Desired Settlement: I paid for this order by echeck in the amount of $159.00 I would like this refunded only.

Business

Response:

We're sorry that this consumer placed an order on a fraudulent website. The Frye Company is not affiliated with [redacted] in any way; our website is [redacted]. It's recommended that the consumer contact his credit card company to be sure that his personal information hasn't been compromised. The problem of fraudulent websites offering to sell luxury goods at substantial discounts is prevalent throughout the Internet, and we send requests to the major search engines to drop these sites from their indexes when we become aware of them. Unfortunately, we have no way to shut down any website other than our own. We have an FAQ on counterfeit websites on our site at [redacted]

Review: I returned the following item ** Jan 2015. However a refund was never issued.

Order ID: [redacted]

Return Item: Anna D Ring Tall Boot, Product ID: 71035, Size: 9, Color: Charcoal, Price: $299.95

Returned via [redacted]. Tracking number: [redacted], tracking number generated from Frye's website.

Frye Company customer service member was contacted and informed of said issue. The representative informed me they're unable to track the package and thus refuses to issue a refund. Its over a year since I have returned this item and still cannot get a refund.Desired Settlement: I would like the Frye Company to issue a refund in the amount owed.

Business

Response:

We're so sorry that we're not able to track this package. We've worked with [redacted] to try to find the location of the return, and unfortunately [redacted] is unable to confirm that this package was received by them. We are also unable to locate this return in our warehouse. We realize that this is an [redacted]etting situation, and wish that we had been advised of it last year when it occurred. However, we do want our guest to have a good experience with our company, and as a one-time accommodation we will issue a refund for her. Please note that this will take up to two weeks to process, as we will need to issue a check reimbursement since credit card refunds can only be processed within 6 months of the initial transaction.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I purchased a pair of Frye shoes in September 2015. After wearing them (very lightly, there is no wear on the soles at all) three times, the entire bottom sole of the right shoe peeled off. The left sole is starting to peel as well. I contacted customer service about the issue, including pictures of the sole, letting them know that this seems to be a manufacturing defect. They contacted me back that they could do nothing about the issue and that I would have to pay for shipping of the shoes to the repair center and that I was responsible for all repair fees to the shoes.

I find that this response is completely outrageous since this is obviously an issue with the manufacturer.Desired Settlement: I had only hoped that Frye would recognize the issue for what it is and offer a shipping label and replacement of the boots.

Business

Response:

We are so sorry for any miscommunication between our service rep and this guest! As emailed to our guest, the repair to these childrens boots is fully covered under our warranty - while we don't supply shipping labels to our repair center, we do offer free shipping after the repair has been completed. While our first recourse under our posted warranty is to repair a defective item, we certainly recognize the disappointment that our guest experienced in both the initial issue and the subsequent interaction. We will be happy to replace this item as per our guest's request, and we will ask her to dispose of the defective item at her convenience.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: 1. I received these 150 year anniversary Frye boots as a joint gift from my mother for my birthday and for Christmas. They were purchased in person in Chicago, where the sales girl told me I could wear them outside in the snow.

2. I flew home to Berkeley, CA two days after Christmas, and the floor below my chair on the airplane was wet. One boot had a noticeable water line. This was Friday, December [redacted].

3. Saturday December [redacted], I read the website, which states that "The Frye Company warrants any Frye product (purchased from The Frye Company directly or from an authorized Frye dealer) against manufacturer's defect for up to two years."

To confirm that my boots would be covered, I called and spoke that morning (12-**-2013) with Thai in Frye Customer Service. Thai informed me that my shoes would be covered under Warranty Repairs and to send my shoes in. Immediately thereafter, I went to The UPS Store #[redacted] and spent $38.24 to ship the boots to Frye (This included the cost of printing off the Warranty Repair Form, the box to ship, plus 27.53 in Ground Shipping Charges).

I asked for a replacement product, and instead I received the product returned to me. I received no contact whatsoever explaining why my boots were returned unrepaired- the boots were returned in a non-Frye box without any note. I did not receive an email or a phone call back about my boots either.

I put newspaper in the boots, and the same newspaper returned in the boots. Nothing whatsoever happened.Desired Settlement: For this false advertisement provided by your website and by your employee Thai (who wrote me an email, I have proof of her employment within your company), I would like restitution for the cost of the boots back ($369) + the cost of shipping the boots to you without anything happening to them.

Business

Response:

While our boots are not waterproof, the fact that this consumer was misinformed about our product certainly warranted replacement of the damaged item. [redacted] was shipped a brand new pair of Harness boots on 2/*/14. We also offered to reimburse her shipping costs to our Refurbishing Center, but haven't received her shipping invoice as yet.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Thank you for sending the boots. The statement made by the company noted that I did not send the invoice for shipping. I sent the invoice for shipping with the boots.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

It seems as though our customer's shipping invoice was missed when her defective boots were unboxed; I will work with my Accounts Payable department to issue a reimbursement check for these shipping costs. The consumer can expect to receive this check within 10 business days.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I returned three pairs of boots which were received on[redacted], Dec. * and I have proof thereof via [redacted] website. I've called the company each day asking when they are going to process the return. Each time they act like it will be a month before they do and this is unacceptable. According to their customer service my package is sitting somewhere in their warehouse and when there is time they will get to it and process my return but this is their busy time of the year. I asked for a supervisor on the last call and they did not transfer me.Desired Settlement: I want an immediate refund!! I've returned other things to other companies after this one and they've all acknowledged they processed the credit back to my card. What is wrong with this company that they can't do it within 48 hours of receiving the merchandise back? It should be done immediately upon receipt!!!! I tried calling today only to be on hold for two hours and still told by the system that 9 callers are ahead of me for two hours!!! NUTS!!!

Consumer

Response:

I have received an email stating they just processed the credit 4 minutes ago.

Sincerely,