Way Out West Boots

To whom it may concern,This customer, [redacted] ***, is not being totally honest about the details of her purchase/returnLet me give the Revdex.com the facts of the matter so there can be more clarity and transparency in the situation.1- We only accept returns for refunds or exchanges with days of purchase with receipt and the item has to be in original condition with the manufacturer tags in tact(if there are any)2- we went above and beyond our posted return window in an attempt to give the customer excellent service by agreeing to have her purse repaired or replaced at the manufacturer's discretion free of chargeWe even paid for the shipping charges both waysThat's after the tags had been removed, the item had been used and after our posted day return policy had expired- This customer has been offered a complimentary gift certificate to our store and free merchandise from the manufacturer- After taking the purse in and having time to inspect it the question arose as to if had been tampered with prior to returnWe gave the customer the benefit of the doubt and took care of it for her anyways5- It is an extremely unusual occurrence for us to have any 'quality' issues with this line or pursesIf we do typically we can have it rectified in around two weeksI informed the customer we would need approximately 7-business days to get the issue taken care of for themDue to circumstances out of our control it did take business days to have her purse repaired free of chargeHence the offering of a gift certificate and free merchandise6- [redacted] ***'s husband, [redacted] ***( who actually purchased and returned the purse and has been my actual contact in this matter) does not have a voicemail setup so I was unable to reach him( he did not answer the phone) on three occasions last Saturday and consequently unable to leave him updates on his wife's purse7- [redacted] has already changed her original star(highest possible) to a star(lowest possible) review on our facebook page, sent an email to a consumer watchdog at Channel news here in DFW and now filed a claim with the Revdex.comTo be completely honest I wish she had never bought the purse and or I should have stuck to our day return policy because dealing with this couple and the damage they have caused was not worth it in any wayAll that being said we are still honoring our offer to repair her purse for free and cover the shipping chargesThe manufacturer has promised we will have it available for her tomorrow (2/9/17) at our Hulen mall locationwe are open hours a week here, most of which I personally work since we are a small family owned business selling MADE IN USA products trying to compete against corporate giants who sell far less expensive imported goodsWe have always been and will continue to be available for our customers, including [redacted] , all hours a weekSo to make a long story short, I do not believe Mrs [redacted] was correct when she said "it's been three weeks and nothing has happened"That is about the furthest away from the truth a person could be on this matter

Complaint: ***
I am rejecting this response because: As if Friday the 17th I received my purse from the manufacturer not by way out west's doing but by the manufacturer sending it to him He did send another purse to which I fold him several times he did not have to do but he insisted My purse did arrive back the stitching was fixed but it was still missing a rhinestone At this point I do not want to ship my order back to the manufacturer just to get it fixed again after it being gone for over days I will be taking it to another place to get it fixedAs to them saying I made out like a bandit is insulting considering it took me calling and emailing all of those places just to get the purse in paid for back Which yet again is the only thing I wanted to being with They will say or do anything to make it look like they were not at fault when the manufacturer told me himself that he told them not to send them my purse when I have my purse to them on the 19thNo information like that was relayed to myself or my husband Just because you throw a free purse at someone does not mean the business was in the rightI wanted the purse I picked and I wanted nothing more from either of the companies I have no intentions on ever shopping there again and have warned others and shown the screen shots and messages I have received to other family members and other people who go to that mall so that they know what they are getting into if they decide to shop there
Regards,
*** ***

As of Thursday 2/16/17 Mrs. [redacted] has received her original purse, repaired and shipped both ways free of charge, as well as a free gift. The free gift is a purse with a retail value of $600 based on my conversation with the manufacturer. It did take a bit longer than I initially anticipated to get this matter wrapped up for this particular customer. All due to circumstances out of my control. I'm not sure where this goes from here but I can tell you that if she is still not happy then there is simply no pleasing her. This woman made the lowest rated review possible on my facebook page, the only non 5 star review we have. Tried to get Channel 11 news to open a case and or do a story on us, with no avail after they heard the facts. Filed this complaint with Revdex.com. As well as contacted the mall in which our business is located and claimed she felt "threatened by us". All the while we not only took care of her issue FREE OF CHARGE, which we actually had no obligation to do based on our return policy. Plus she got a free purse out of the deal. To sum it up she made out like a bandit, my business and the manufacturer are the parties who lost out on this deal. As a side note she has her own small business. Her personal business does not accept refunds or exchanges on anything under any circumstances. Good old fashion double standard. If she does for some reason attempt to do business again with us we will turn that business away. Sincerely,[redacted]

To whom it may concern,This customer, [redacted], is not being totally honest about the details of her purchase/return. Let me give the Revdex.com the facts of the matter so there can be more clarity and transparency in the situation.1- We only accept returns for refunds or exchanges with 7 days of...

purchase with receipt and the item has to be in original condition with the manufacturer tags in tact(if there are any)2- we went above and beyond our posted return window in an attempt to give the customer excellent service by agreeing to have her purse repaired or replaced at the manufacturer's discretion free of charge. We even paid for the shipping charges both ways. That's after the tags had been removed, the item had been used and after our posted 7 day return policy had expired. 3 - This customer has been offered a complimentary gift certificate to our store and free merchandise from the manufacturer. 4 - After taking the purse in and having time to inspect it the question arose as to if had been tampered with prior to return. We gave the customer the benefit of the doubt and took care of it for her anyways. 5- It is an extremely unusual occurrence for us to have any 'quality' issues with this line or purses. If we do typically we can have it rectified in around two weeks. I informed the customer we would need approximately 7-10 business days to get the issue taken care of for them. Due to circumstances out of our control it did take 15 business days to have her purse repaired free of charge. Hence the offering of a gift certificate and free merchandise. 6- [redacted]'s husband, [redacted]( who actually purchased and returned the purse and has been my actual contact in this matter) does not have a voicemail setup so I was unable to reach him( he did not answer the phone) on three occasions last Saturday and consequently unable to leave him updates on his wife's purse. 7- [redacted] has already changed her original 5 star(highest possible) to a 1 star(lowest possible) review on our facebook page, sent an email to a consumer watchdog at Channel 11 news here in DFW and now filed a claim with the Revdex.com. To be completely honest I wish she had never bought the purse and or I should have stuck to our 7 day return policy because dealing with this couple and the damage they have caused was not worth it in any way. All that being said we are still honoring our offer to repair her purse for free and cover the shipping charges. The manufacturer has promised we will have it available for her tomorrow (2/9/17) at our Hulen mall location. we are open 72 hours a week here, most of which I personally work since we are a small family owned business selling MADE IN USA products trying to compete against corporate giants who sell far less expensive imported goods. We have always been and will continue to be available for our customers, including [redacted], all 72 hours a week. So to make a long story short, I do not believe Mrs. [redacted] was correct when she said "it's been three weeks and nothing has happened". That is about the furthest away from the truth a person could be on this matter.

Complaint: [redacted]
I am rejecting this response because:i did state it was my husband who bought the purse and how many times we have called about info for the purse since it was returned on the 19th of January.  Not once did they ever say anything about me possibly damaging the purse. Today is the 9th and yet my husband or I have not received a call about my purse or the purse itself.  It has been 21 days since my purse had been dropped off to these people and still have not received it.  I did get a call from the manufacturer of my purse and he has stated he told this business not to ship my purse because it could've gotten lost when they were moving. He said he asked for my number and wanted to talk with me personally to try and resolve the situation before it got this far and that he apologizes for the why I've been treated.  He did offer to ship me my purse directly to me so I never have to deal with this business again. Josh who is the manufacturer of  my purse said he told them not to send my purse and said they hadn't debt my purse to him yet. He told me he did not want it lost. This was only after I had called the mall and channel 11 news.  But as of right now I have not heard anything from anyone about my purse that was supposedly going to be ready for me to get today. 
Regards,
[redacted]