Tribal Customs

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I've been asking for my money returned since Jan and this is always the responseI feel they have no desire to return our money and if you read their response they just say cancel order but nothing about returning our moneyTalked to others on [redacted] and they said the same happened to themSo I feel they do this often just nobody reports themThis is not away to start a new business and makes me want to stick with department storesMy son never got his Christmas giftIt's just wrong [redacted] Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I've been asking for my money returned since Jan and this is always the response. I feel they have no desire to return our money and if you read their response they just say cancel order but nothing about returning our money. Talked to others on [redacted] and they said the same happened to them. So I feel they do this often just nobody reports them. This is not away to start a new business and makes me want to stick with department stores. My son never got his Christmas gift. It's just wrong 
[redacted]
Regards,
[redacted]

February, 24th 2015
5pt;">[redacted]
Revdex.com, Trade Practice Consultant
141  K St. NW, 10th Floor
Washington DC 20005-3404
Phone: ###-###-#### FAX: ###-###-####
Dear Ms. [redacted],
May this response find you in good faith. Upon receiving the letter detailing Mr. [redacted]’
complaints about his client service experiences, we had an opportunity to truly look into the nature
of his situation and how it reflects on our company’s practice and other client relationships as a
result. For this, we do thank you, regardless of the course of action that must be assumed from here
on out. Thusly, we hope to provide explanations to the events Mr. [redacted] felt tarnished his overall
purchasing experience with Tribal Customs, any potential solutions are always welcomed.
Firstly, it is evident that the order in question took far too long to fulfill and this can mostly be
attributed to the fact that all items are handmade to order, and this business model does have it
benefits and setbacks. Another apparent issue on our behalf is the poor communication that
resulted in leaving our procedures and policies open to misconstruction. The doctrine in question,
that promises clients a receipt of their merchandise within two weeks, however, actually indicates:
from the start of production, we aspire to complete our order batches within 14 business days under
ideal circumstances. Be that as it may, the novelty of the items being produced, the scale of the
order, and the timeliness of the order are all factors that can affect this figure and lead to
fluctuations, like the case suggests. In order to rectify this, we have since elaborated on our
products and procedures all over our website; updated and detailed our Frequently Asked
Questions section; bolstered the publication of our Terms & Conditions, in the cart page, and after

payment is remitted — these details can be emailed to the client during checkout, and must be
agreed to prior to purchase; and added an ETA calculator that approximates when individual
orders will go into production, complete production, and be scheduled to ship — these details are
articulated during “pre” and “post” purchase procedures and can also be emailed to the client
during the process.
There is no excuse for our inability to reply more punctually to our clients, although replies have
not consistently taken this long, the client is justified is in his complaint. Fortunately, the criticisms
have not been ignored. In October, 2014 when we took heed of this issue that plagued our clients.
Mr.[redacted] and the like, we added our very first team member. Daniel G[redacted]. Since then. we have
slowly but steadily been able to improve our response speed and quality. Although, its been a
learning process, we’ve been able to streamline our processes in that respect. Additionally, in
December, 2014 we brought on another team member in Samson A[redacted], a social media
manager, who also helps our team deal with client service: being that most of our clients are of a
younger demographic, whose preferred means of communication is social media.
The quality of the product purchased, was not at all reflective of our practices. Frankly. our first
batch of production following the release of our Fall collection was a nightmare. Tribal Customs is
movement of the youth, by the youth, and for the youth. Our juvenescence and inexperience could
be our greatest strength and greatest weaknesses. Our team is comprised of young visionaries no
younger than 17 and no older than 18 and with the events that followed us these past few months.
it shows. With this collection. we projected a rise in sales, brand awareness, and scale, however we
took no concrete steps to plan for how to manage these projections. Being that our organization
was run entirety — from design conception to client service to photography and maintenance
by a single sole proprietor, this was among our gravest errors. This lead to delays in order
production, difficulties in management and followthrough, as well as a general sense of poor
organization. The reason for the discrepancy in quality was that the batch of orders was produced
without samples for reference. Upon confirmation of the samples we received from our production.
listing our items online, and releasing the collection to the public — we shipped the samples back
to our production team so that they could use them as model to handmade the items in bulk. But
during this process. [redacted], not only lost, but also abandoned our package overseas, and all
merchandise was lost. This set our operations way back, as we, to no avail, tried to locate the
items. The final result was that all the work we did 6 months prior was negated, and we had to
resort to using sketches and diagrams to produce items in bulk, and with the novelty of the items in
question, this was especially detrimental to us. Our choice to use sketches and the like, as opposed
to reproducing samples per the normal course of action, to save time during production came back
to haunt us. This was, in fact, communicated to our clients repeatedly, in newsletters, and in a
public letter we released when we first realized our error. Since then. we have been able to, in fact,
reproduce those samples, significantly improve, fit, quality. wash, and the overall aesthetic. We
also gave clients the option of exchanging items affected by the issues mentioned in Mr. [redacted]’
letter for items of a higher quality, when they become available.
Being that our Social Media Manager. Mr. A[redacted], was handling Mr. [redacted]’ case, only a
couple weeks out of training. there were a few hiccups along the way. This was done, not solely
out of necessity, but also to help our team grow by urging them to adapt in high pressure situations.
During this process, we weren't able to clearly articulate our Return Policy since it had been
updated. However, after a slight delay in reply, we were able to send Mr. [redacted] a free shipping
label for use in the return process, since then, we have yet to receive the returned item, which
explains the reason he has yet to receive a refund for his purchase.
Hopefully, we were able to provide some clear reasons as to why the situation has deteriorated to
its current state and some useful background information on our company and practice. We would
be more than happy to provide Mr. [redacted] with a refund, and down the line when we’ve reached
optimal efficiency, we have plans to make amends with all adversely affected clients.
Sincerely,
Malik M[redacted], Founder & Principal
Tribal Customs
[redacted]
Washington, DC 20059
Terms and Conditions
In a nutshell,
we do everything we can to leave you feeling delighted with your overall Tribal Customs experience. The following policies are essentially common sense, and good old fashioned client service rules. Everything below is a legal guideline but we can often be more flexible, we have a strong desire to leave you thrilled and delighted and work on the basis of achieving this aim. Thus, please read the following terms and conditions, your decision to continue with your purchase indubitably confirms your compliance with all of the provisions below. Please do not continue further with the intentions of purchasing if you find that you cannot consent to the provisions listed.
By placing an order with us you will be deemed to have read, understood and agreed to these Terms and Conditions. If you are unhappy with any aspect of these, then please contact us at [redacted]US before placing an order with us.
NOTICE: All Orders Are Handmade-To-Order
In ordering from our website, you hereby acknowledge to have your order handmade-to-order by our various production teams. Orders do not begin production immediately upon placement; they are produced in gro[redacted], otherwise referred to batches, on a monthly or bi-monthly basis. The individual size of the order does not affect this process for the orders are not produced individually. From the time production begins, under ideal circumstances production takes an average of 14 business days. Which brings the average wait time for all clients to an approximaten 3-6 weeks before receiving their item(s).
General
1. A Contract between the customer and Tribal Customs Clothing or the sale of our products will only exist once an order has been accepted, processed and despatched (at which point the buyers credit/debit card will be charged for the value of the goods despatched).
2. Prices and availability of goods are subject to change without notice. Every effort is made to ensure that this will not happen-please refer to our returns policy. A delivery charge will be added to your order value where appropriate, please see delivery times and charges.
3. We have made every effort to display as accurately as possible the colors of our products that appear on our Site. However, as the actual colors you see will depend on your monitor, we cannot guarantee that your monitor's display of any color will be accurate.
4. The inclusion of any products or services in this Web Site at a particular time does not imply or warrant that these products or services will be available at any time. We attempt to ensure that information on this Web Site is complete, accurate and current. Despite our efforts, the information on this Web Site may occasionally be inaccurate, incomplete or out of date.
Your Right To Cancel
You may normally cancel your order (once accepted by us) for any reason up to the point of despatch. If you do cancel the contract within this time any payments made by you will be refunded in full within 15 days.
Return Policy
We offer hassle free returns and exchanges! Simply request a shipping credit to return your item,
and use that credit to ship the package back to us via USPS - it really is that simple!
Please ensure your name, address and requirements are included
Our Guarantee To You
1. We endeavour to display through this website all items in our current range. We aim to
hold materials necessary for stock of all styles and sizes whilst a product is active. However, occasionally an item will be out of stock or backordered and if this is the case we will notify you immediately upon realizing this discrepancy.
2. From the time you place your order, our target is to get your order out to you within 35 business days at the very worst, if we do deviate from this figure, we have measures in place to ensure your total general satisfaction and reassurance in our company.

I ordered a pair of jeans on october 25th 2014..... its 9 months later and I still havent received my jeans or a refund or even a response to the 25 emails ive sent