YETI

Complaint: [redacted]
I am rejecting this response because: this customer has a documented history of failing to refund money and keeping merchandise as reflected in the F rating with the Revdex.com and many other consumers complaining of the same issue wherein the merchandise is received and then no credits issued. The total weight as documented by emails from Yeti's April who is customer service manager being 5 lbs. I am pursing legal and other action against Yeti.
Regards,
[redacted]

Hello,YETI appreciates the opportunity to respond to the Consumer’s complaint. The Consumer contacted YETI in August and informed YETI he wished to return his order consisting of four coolers for a refund. YETI’s return policy allows consumers to return products new and unused, in original...

packaging, within 30 days of purchase for refund or replacement. The product being refunded or replaced must first be received by YETI before the refund or replacement item is issued. In accordance with YETI’s return policy, the YETI customer service representative created four prepaid FedEx shipping labels for Consumer to use to return the coolers to YETI. The Consumer was sent the labels and informed a refund would be issued once YETI received the coolers. Several weeks after the initial exchange with the Consumer, the YETI customer service team reached out to the Consumer to inform him that he was nearing the end of his 30-day return period and that he should drop the products off with FedEx using the shipping labels provided by YETI in order to return them and receive his refund. The Consumer informed YETI he had already dropped the products off with FedEx several weeks prior. The customer service team attempted to trace the labels Consumer had been provided. FedEx tracking showed only one label, #[redacted], had been received by FedEx on September 21. On October 3, an empty envelope weighing 1.1 pounds with label #[redacted] attached was received at YETI Headquarters. A YETI customer service representative contacted FedEx who confirmed only one label has been used, that the remaining three have not been scanned in at any FedEx location, and that it would not be possible to return all four products under one label. YETI then contacted Consumer and informed him that in order to receive a refund all product must be received by YETI. YETI has not received any of the products from Consumer and Consumer has not provided YETI with any documentation showing the products were shipped to YETI. YETI is not able to offer refunds on products that are not returned.   Thanks,[redacted]

Hi [redacted], I hope you’ve had a great week and we apologize for any confusion that you might have had in regards to our shipping. As stated on our website (https://www.yeti.com/shipping-and-returns.html) “orders placed after 10:00 AM CT will require an additional business day for processing”. That...

said, anything after this time period will be processed the next day, and shipped the day after.   Another option that we would be happy to assist with would be locating the specific product you are looking for at one of our many retail partners in your area. In the future, please give us a call and we would be happy to help you locate the product and find the quickest option in regards to getting it to you! Please let us know if we can assist with anything further.   Thanks, [redacted]

Hi [redacted], Thank you for reaching out. We’re sorry to hear that you were impacted by the recent Merchant e-Solutions credit card processing issue. That’s not the kind of experience we want any of our customers to go through. The issue occurred with our credit card processor had an internal bug...

and processed your card multiple times. They let us  know that they are currently processing refunds. Please see their email below.   We have reached out to you in a separate thread to collect additional information from you to pass onto the processor to help expedite this refund process. Just in case, we also wanted to give you their direct contact information if you would also like to speak to them directly: [redacted], or call our Customer Care team anytime at [redacted]. “Dear Valued Merchant, On Thursday, October 19, 2017, Merchant e-Solutions experienced a settlement file rejection issue with Visa.  Efforts to correct the file submission issue may have resulted in some duplicate Visa transactions being processed and cardholders may have been charged twice for the same transaction.   The root cause has been identified and action has been taken to prevent additional duplicate transactions.  The duplicates occurred on transactions that were processed on Wednesday, October 18, 2017.  Merchant e-Solutions has submitted the reversals effective today, October 19, 2017.”   Please let us know if we can help in any other way.