Tilley EndurablesAbbott RdBldg AOrchard Park, NY 14127###-###-#### [redacted] , Complaint HandlerRevdex.com###-###-####Re:Complaint [redacted] The Customer was advised to return the socks to us for review and told that if they were defective theywould be replaced for FreeIf the socks were new we would reimburse the returnshipping noquestions asked however they are several months old and have been worn and washed.We treat all of our Customers fairly and only ask that in return they treat us fairlyWe do chargeshipping for sending out a new replacement pair because of the costWe believe this to be fair as thesocks are free but the shipping is an additional cost to us.Ms [redacted] comment was posted on our websiteShe checked for it the same day she wrote it andcomments never appear the same dayActually her comment is the first one you will see.She can return the socks to us for an evaluation, without them there IS nothing we can do.Regards, [redacted] CS Managerphone ###-###-####Fax ###-###-####
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 Regards, [redacted]
Please find attached is a copy of the email this individual sent to our company and our response.We guarantee our hats against defective workmanship or faulty material for lifeHowever,shrinkage is not covered ( as referred to in the email)I am also including a copy of our guarantee replacement policy as stated onour web site ( [redacted] ).Mr [redacted] s lack of response after we gave him instructions to stretch his hat as we recommend in our care instructions made it appear there was no need for further contactWe were never contacted by phone and no email correspondence has come through from Mr[redacted] since we suggested stretching his hat on 4-10-Mr [redacted] was contacted by email after we received this complaintHe was sent a return label for return of his hat to our companyWe received the hat at our office for evaluation and we sent him a new replacement hat on 4-28-at no cost to him.This new hat was delivered 5-1-Tilley stands behind our products and we guarantee our hats for life as stated below.We feel this is a resolved issue.If you need further information about this transaction or information about our guarantee, please do not hesitate to call me.Regards,Michele [redacted] Customer Service Manager Tilley Endurables [redacted] ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.This complaint is in reference to a complaint I previously filed on 4/29/10:37:PM against Tilley Endurables Corporation, which was assigned ID ***That case was closed before I had a chance to reply because I was traveling without e-mail accessTilley did not address my comment about my star rating being removed from their websiteIf Tilley had read my complaint, they would have seen that my comment did appear on the website (instantly, and certainly on the same day)My problem is that the star rating associated with my comments was removedWhen you write a review, there is a written comment, and a star ratingThe comment was posted to the website, but the 1-star rating was notTherefore, my feedback was not incorporated into the average star rating for the productThere is still no star rating associated with my comment (and a few other comments, so I wonder if this is a pattern of removing negative ratings from the average)This seems like fraudulent activity to me and I hope someone will investigate itIn response to the businesses claim that it is fair to charge shipping for the replacement of a poorly manufactured item, because it is a cost to them, I would say that there is a difference between replacing an item that has been worn out through years of use and replacing one that was manufactured poorly and only lasted a handful of washingsIt is reasonable (perhaps) to charge shipping to replace socks that someone has worn heavily for 2-years, but in my opinion is not "fair" to charge the customer because the company produced a poor quality product that didn't last more than a few monthsI've never had a pair of socks last so short a time, so that doesn't seem "fair" to meAlso, the $shipping charge for a pair of socks seems like it is higher than the actual shipping cost, so that doesn't seem to "fairly" reflect Tilley's actual costIt seems like they are covering more than their shipping cost with the $charge.I want my 1-star rating to be associated with my comment, and I want the problem of removing star ratings from reviews to be investigated and corrected.Regards,
*** ***
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.
Regards,
[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. I wrote another review on the Tilley website, and it did appear correctly with my 1-star rating. However, this 1-star rating was not incorporated into the average star rating for the product. Tilley still appears to be misrepresenting their reviews. The travel socks have 6 reviews, 3 or which have star-ratings associated with them (perhaps some of the other star ratings were also removed...). The three star reviews are: 1-star, 2-star, and 5-star. That adds up to a total of 8 stars. To get the average rating, we divide 8 by 3, which is 2.67. The average star rating that appears on the website is 4. Why? How is Tilley calculating this?I really want to know what is going on. Is this really a "mistake"? It's been almost two months since I originally reported this issue to Tilley, and it is still a problem. Does anyone know how widespread this problem is? How many people have left star ratings that have been removed? How many average product ratings are being inflated? Who is investigating this and what has been uncovered? Honestly, this issue seems more malicious than accidental to me and I hope an outside agency (like the Revdex.com or a consumer advocate) will get involved to uncover what is actually going on.
Regards,
[redacted]
Tilley Endurables3176 Abbott Rd. Bldg AOrchard Park, NY 14127###-###-####[redacted], Complaint HandlerRevdex.com###-###-####Re:Complaint 10 [redacted]The Customer was advised to return the socks to us for review and told that if they were defective theywould be replaced for Free. If the socks...
were new we would reimburse the returnshipping noquestions asked however they are several months old and have been worn and washed.We treat all of our Customers fairly and only ask that in return they treat us fairly. We do chargeshipping for sending out a new replacement pair because of the cost. We believe this to be fair as thesocks are free but the shipping is an additional cost to us.Ms. [redacted] comment was posted on our website. She checked for it the same day she wrote it andcomments never appear the same day. Actually her comment is the first one you will see.She can return the socks to us for an evaluation, without them there IS nothing we can do.Regards,[redacted]CS Managerphone ###-###-####Fax ###-###-####
Hi [redacted], There was a tech problem with our website that we only discovered after the complaint from Sierra. It has been fixed but in order for her stars to appear she will have to go on the website and post another comment. Please have her post another comment and this will resolve the issues. Thank you,[redacted]CS ManagerTilley Endurables
Please find attached is a copy of the email this individual sent to our company and our response.We guarantee our hats against defective workmanship or faulty material for life. However,shrinkage is not covered ( as referred to in the email). I am also including a copy of our guarantee replacement...
policy as stated on. our web site ( [redacted]).Mr. [redacted]s lack of response after we gave him instructions to stretch his hat as we recommend in our care instructions made it appear there was no need for further contact. We were never contacted by phone and no email correspondence has come through from Mr.[redacted] since we suggested stretching his hat on 4-10-17 Mr. [redacted] was contacted by email after we received this complaint. He was sent a return label for return of his hat to our company. We received the hat at our office for evaluation and we sent him a new replacement hat on 4-28-17 at no cost to him.This new hat was delivered 5-1-17. Tilley stands behind our products and we guarantee our hats for life as stated below.We feel this is a resolved issue.If you need further information about this transaction or information about our guarantee, please do not hesitate to call me.Regards,Michele [redacted]Customer Service Manager Tilley Endurables [redacted]
Tilley EndurablesAbbott RdBldg AOrchard Park, NY 14127###-###-#### [redacted] , Complaint HandlerRevdex.com###-###-####Re:Complaint [redacted] The Customer was advised to return the socks to us for review and told that if they were defective theywould be replaced for FreeIf the socks were new we would reimburse the returnshipping noquestions asked however they are several months old and have been worn and washed.We treat all of our Customers fairly and only ask that in return they treat us fairlyWe do chargeshipping for sending out a new replacement pair because of the costWe believe this to be fair as thesocks are free but the shipping is an additional cost to us.Ms [redacted] comment was posted on our websiteShe checked for it the same day she wrote it andcomments never appear the same dayActually her comment is the first one you will see.She can return the socks to us for an evaluation, without them there IS nothing we can do.Regards, [redacted] CS Managerphone ###-###-####Fax ###-###-####
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 Regards, [redacted]
Please find attached is a copy of the email this individual sent to our company and our response.We guarantee our hats against defective workmanship or faulty material for lifeHowever,shrinkage is not covered ( as referred to in the email)I am also including a copy of our guarantee replacement policy as stated onour web site ( [redacted] ).Mr [redacted] s lack of response after we gave him instructions to stretch his hat as we recommend in our care instructions made it appear there was no need for further contactWe were never contacted by phone and no email correspondence has come through from Mr[redacted] since we suggested stretching his hat on 4-10-Mr [redacted] was contacted by email after we received this complaintHe was sent a return label for return of his hat to our companyWe received the hat at our office for evaluation and we sent him a new replacement hat on 4-28-at no cost to him.This new hat was delivered 5-1-Tilley stands behind our products and we guarantee our hats for life as stated below.We feel this is a resolved issue.If you need further information about this transaction or information about our guarantee, please do not hesitate to call me.Regards,Michele [redacted] Customer Service Manager Tilley Endurables [redacted] ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.This complaint is in reference to a complaint I previously filed on 4/29/10:37:PM against Tilley Endurables Corporation, which was assigned ID ***That case was closed before I had a chance to reply because I was traveling without e-mail accessTilley did not address my comment about my star rating being removed from their websiteIf Tilley had read my complaint, they would have seen that my comment did appear on the website (instantly, and certainly on the same day)My problem is that the star rating associated with my comments was removedWhen you write a review, there is a written comment, and a star ratingThe comment was posted to the website, but the 1-star rating was notTherefore, my feedback was not incorporated into the average star rating for the productThere is still no star rating associated with my comment (and a few other comments, so I wonder if this is a pattern of removing negative ratings from the average)This seems like fraudulent activity to me and I hope someone will investigate itIn response to the businesses claim that it is fair to charge shipping for the replacement of a poorly manufactured item, because it is a cost to them, I would say that there is a difference between replacing an item that has been worn out through years of use and replacing one that was manufactured poorly and only lasted a handful of washingsIt is reasonable (perhaps) to charge shipping to replace socks that someone has worn heavily for 2-years, but in my opinion is not "fair" to charge the customer because the company produced a poor quality product that didn't last more than a few monthsI've never had a pair of socks last so short a time, so that doesn't seem "fair" to meAlso, the $shipping charge for a pair of socks seems like it is higher than the actual shipping cost, so that doesn't seem to "fairly" reflect Tilley's actual costIt seems like they are covering more than their shipping cost with the $charge.I want my 1-star rating to be associated with my comment, and I want the problem of removing star ratings from reviews to be investigated and corrected.Regards,
*** ***
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.
Regards,
[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. I wrote another review on the Tilley website, and it did appear correctly with my 1-star rating. However, this 1-star rating was not incorporated into the average star rating for the product. Tilley still appears to be misrepresenting their reviews. The travel socks have 6 reviews, 3 or which have star-ratings associated with them (perhaps some of the other star ratings were also removed...). The three star reviews are: 1-star, 2-star, and 5-star. That adds up to a total of 8 stars. To get the average rating, we divide 8 by 3, which is 2.67. The average star rating that appears on the website is 4. Why? How is Tilley calculating this?I really want to know what is going on. Is this really a "mistake"? It's been almost two months since I originally reported this issue to Tilley, and it is still a problem. Does anyone know how widespread this problem is? How many people have left star ratings that have been removed? How many average product ratings are being inflated? Who is investigating this and what has been uncovered? Honestly, this issue seems more malicious than accidental to me and I hope an outside agency (like the Revdex.com or a consumer advocate) will get involved to uncover what is actually going on.
Regards,
[redacted]
Tilley Endurables3176 Abbott Rd. Bldg AOrchard Park, NY 14127###-###-####[redacted], Complaint HandlerRevdex.com###-###-####Re:Complaint 10 [redacted]The Customer was advised to return the socks to us for review and told that if they were defective theywould be replaced for Free. If the socks...
were new we would reimburse the returnshipping noquestions asked however they are several months old and have been worn and washed.We treat all of our Customers fairly and only ask that in return they treat us fairly. We do chargeshipping for sending out a new replacement pair because of the cost. We believe this to be fair as thesocks are free but the shipping is an additional cost to us.Ms. [redacted] comment was posted on our website. She checked for it the same day she wrote it andcomments never appear the same day. Actually her comment is the first one you will see.She can return the socks to us for an evaluation, without them there IS nothing we can do.Regards,[redacted]CS Managerphone ###-###-####Fax ###-###-####
Hi [redacted], There was a tech problem with our website that we only discovered after the complaint from Sierra. It has been fixed but in order for her stars to appear she will have to go on the website and post another comment. Please have her post another comment and this will resolve the issues. Thank you,[redacted]CS ManagerTilley Endurables
Please find attached is a copy of the email this individual sent to our company and our response.We guarantee our hats against defective workmanship or faulty material for life. However,shrinkage is not covered ( as referred to in the email). I am also including a copy of our guarantee replacement...
policy as stated on. our web site ( [redacted]).Mr. [redacted]s lack of response after we gave him instructions to stretch his hat as we recommend in our care instructions made it appear there was no need for further contact. We were never contacted by phone and no email correspondence has come through from Mr.[redacted] since we suggested stretching his hat on 4-10-17 Mr. [redacted] was contacted by email after we received this complaint. He was sent a return label for return of his hat to our company. We received the hat at our office for evaluation and we sent him a new replacement hat on 4-28-17 at no cost to him.This new hat was delivered 5-1-17. Tilley stands behind our products and we guarantee our hats for life as stated below.We feel this is a resolved issue.If you need further information about this transaction or information about our guarantee, please do not hesitate to call me.Regards,Michele [redacted]Customer Service Manager Tilley Endurables [redacted]