The Frye Company

Review: I ordered two pairs of boots from fryes web site and the site declined my card to take payment,however the company still took the money from my bank account and when I log into my account w their company it shows no transaction!!i would like my merchandise from the fry company!!!!!Desired Settlement: I would like an email from frye confirming my order has been sent and w a tracking number,and an explanation on why this happened,and some type of discount/refund of monies for the hassle I am going through!my order was 748$ and that is what was taken from my bank account.

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: On May [redacted], 2014 I placed an order (#[redacted]) online with The Frye Company in the amount of $413.00. I never received this item despite tracking confirming delivery. I have made several attempts with UPS and Frye to resolve this, but to no avail. I request a refund as I have been more than patient working with this company up until now.Desired Settlement: I request a full amount check sent to my home address

Business

Response:

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 *, 2014 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.

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]

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,

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]

My complaint has not been resolved. Nor 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 dispute. All credit one will dispute is a fraud charge. A fraud charge is not the case.I have exhausted myself trying to solve this issue. Clearly 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,

Business

Response:

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.

Review: I returned a pair of boots, weather spray, boot cream and it was received on 11/**/2015 yet they did not process the return. Order # [redacted]. I also returned another pair of boots under order [redacted] which was delivered on 12/*/2015 and they tell me they won't process the credit for 10 days and then it will be more processing time for my bank. This is not right. They charge me right away so if they have the product then they should run the credit that day. I have tracking numbers for both packages which show they were delivered. They were NOT to be delivered on 12/*/2015 as they told me in an email. The tracking numbers clearly show they were delivered 11/** and 12/*/15Desired Settlement: I would like my refund credited back to my [redacted] today.

Business

Response:

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.

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:

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,

Business

Response:

As per [redacted]'s request, we expedited her returns processing so that she could receive her refunds sooner than our posted 10-business day processing time. These refunds were processed on December [redacted], and I emailed pdf's of the transactions to [redacted] today. Unfortunately, we are not able to control when her credit card company posts these

refunds to her account. I've advised her via email that she may wish to contact her financial institution to

find out when they will post these transactions.