Xterra Wetsuits

I looked up [redacted] 's order and could not find a phone number for her I did find an email address and sent the following email to [redacted] directly We will be happy to assist her if she sends the suit back to us for an exchange A copy of the email that I sent to [redacted] is belowThanks***Hello [redacted] ,I’m reaching out to you regarding your Better Business Complaint against our companyI looked up your order but could not find a phone number in your historyWould you have time today to discuss by telephone?Thanks***

Thanks for bring this to our attention I could not find where the customer wrote us about his situation along with photos I do believe that he spoke to a customer service representative, but that employee was not in yesterday nor is he in today.The customer tore the wetsuit himself, which certainly can happen to 100% of triathlon wetsuits since they are fragile (as stated on our website and all our competitors websites) I'm sure that the customer did not intend to do this Like all triathlon wetsuit companies, we have instructions for repairing a wetsuit and we sell repair glue (or, there are plenty of retail stores and [redacted] that sell this glue - and they sell a lot of it because wetsuits do get nicks and tears)Today we offered the customer three options, and we are waiting to hear back from him One option was a refund Another option was swapping for a different suit and refunding the difference The third option was replacing his torn wetsuit

Dear ***,I apologize if our customer service department missed your emails You may email the (2) owners of the company directly for an immediate response ***@xterrawetsuits.com and ***@xterrawetsuits.com Our company is the largest triathlon wetsuit company in the United
States and have been manufacturing wetsuits since We have never in the history of our company sent a wetsuit with a defect out of the boxYour complaint is very concerning.Please provide us with a bit more information regarding your complaint and we will respond accordingly.At least one clear picture of the issueDescription of the issueSerial Number (digits found on the flap below the name spaceOlder suits may not have this)Product and sizeOriginal order numberName on the original orderPurchase date of original orderContact information (email address and phone number)Thanks*** ***XTERRA WETSUITS***@xterrawetsuits.com PH: 858-***

Initial Business Response /* (1000, 12, 2015/10/19) */
Dear [redacted],
The name of the customer is [redacted]. My staff is looking into his situation today to see if he already wrote us.
Our website is www.xterrawetsuits.com and we are available on-line, by e-mail or by phone. I hope he...

contacted us first that way.
We have not had an office in Denver for about 3-4 years. So, we'd prefer that people contact us here in San Diego. Is it possible to change the Denver Revdex.com to say we have moved?
[redacted]

Thanks for bring this to our attention.  I could not find where the customer wrote us about his situation along with photos.  I do believe that he spoke to a customer service representative, but that employee was not in yesterday nor is he in today.The customer tore the wetsuit himself,...

which certainly can happen to 100% of triathlon wetsuits since they are fragile (as stated on our website and all our competitors websites).  I'm sure that the customer did not intend to do this.  Like all triathlon wetsuit companies, we have instructions for repairing a wetsuit and we sell repair glue (or, there are plenty of retail stores and [redacted] that sell this glue - and they sell a lot of it because wetsuits do get nicks and tears). Today we offered the customer three options, and we are waiting to hear back from him.  One option was a refund.  Another option was swapping for a different suit and refunding the difference.  The third option was replacing his torn wetsuit.

I looked up [redacted]'s order and could not find a phone number for her.   I did find an email address and sent the following email to [redacted] directly.  We will be happy to assist her if she sends the suit back to us for an exchange.  A copy of the email that I sent to [redacted] is...

below. Thanks[redacted]Hello [redacted],I’m reaching out to you regarding your Better Business Complaint against our company. I looked up your order but could not find a phone number in your history. Would you have time today to discuss by telephone?Thanks[redacted]