Zuca Reviews (%countItem)
Zuca Rating
Address: 320 S Milpitas Blvd, Milpitas, California, United States, 95035-5421
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Address: 320 S Milpitas Blvd, Milpitas, California, United States, 95035-5421
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I bought a zuca bag though their authorized dealer in 2018. now the bag it's not functioning properly and since they advertised life time warranty, I started the claim process. At the beginning they blame the problem is caused by us not using it carefully.later they denied it. ON the web site they describe the bag in two parts, Frame and insert. But now they denied that the frame has the problem but the handle. they are only willing to replace the handle while they never mention that the handle and frame are separated when they offer the warranty. Very disappointed with their customer service and they quality of product. during the whole process, I don't feel that they are trying to help me as their customer but rather try to avoid their responsibility and not to do anything.
Product_Or_Service: Zuca Sport Bag - Ice Garden (Limited Edition)
Order_Number: #XXXXX
Refund I would like them do as they advertised. I prefer refund because I don't trust their quality. If not Replace the frame not just the handle.
The customer who has lodged the complaint did not purchase the unit from us - they purchased the unit from an authorized retailer. They contacted the authorized retailer about a handle issue, and the retailer handled them exactly as they should have - they requested images of the unit so they could tell if the unit had a warranty issue. The customer replied with "I am not sure about the purpose to give a picture of the back and I can't provide you the picture because someone broke the window of my car and stole all daughters iceskating stuff this week!" which means that the customer was wanting to put in a claim about a warranty issue on something they no longer had in their possession. Because the retailer was not able to confirm if it was a warranty issue since the customer no longer had the unit, they denied the claim. So the customer then came to us and told us that they should get a brand new unit for the handle not working, but they no longer had the unit. We explained that our lifetime warranty is on the structural frame, not the components, which is also described in detail on our website. We also explained that they would need to have the unit in their possession so that we could replace the handle for them to get it back into working condition, and they said they no longer had it, but they demanded that we replace the entire unit. So, as our warranty policy states, and out of good customer service, we proceeded by offering to replace the handle, as that would be how we would handle it if they had the unit, and the customer said that that would work. So we shipped them a brand new handle on February 13th. We handled their case exactly how we would handle any other warranty claim, and this customer didn't even have our product anymore. We would not be able to provide this customer with a refund as the purchase was not made through us - they purchased the unit elsewhere, so there was no money exchanged with us which means we do not have the ability to provide them a refund for something they did not purchase from us. So we did the best we could by providing them a replacement handle for the warranty issue they claimed they had on a unit they no longer had.
Thank you for the reply, but I am not satisfied with their response at all.
They only quoted part of my conversation trying to justify their standing not all of the conversations. I first submitted my issue to their authorized retailer. On 1/22, I was requested to summit a video to them and I did that on 1/24. Then on 1/30, I was asked to sent them pictures of the bag, which I don't understand why the pictures are better than the video. on 1/27. my car was broke in and I honestly told them that I can't take a picture of back of the bag. The above is my communication with the retailer, and I am sure what I was asked for was the communication between the retailer and the manufacturer.
As you can see from the timeline, first of all, due to their delay in response, I can't provide all that they are demanding for. Secondly, as I mentioned, on their website, they did not separate the frame and handle. To me, the handle and the frame is one piece, they work together.
As I mentioned, if they can't do what they can. Fine. But most importantly, I am not impressed with how they are handling this issue. I don't see that they are willing to help me with this situation but rather try to avoid responsibilities. And they even said, your insurance should cover your loss. Excuse me , my issuance and your responsibility are two different things and apparently my issuance did not cover my loss. I lost more than what they would cover. When I called them, they said, per policy, we can only replace your handle, but I don't think you need one since you don't have the bag! But they never even offer that, before this all they are saying is that you can't provide pictures and we can't do anything. They never willing to send the handle either, they only did it because I insisted since "per their policy", I am entitled to it .
Thanks!
We did not receive a video (nor did we know there was a video) from the retailer from whom the customer actually purchased the product from. Now that we were made aware of that, we requested to see the video. We do see that the video was sent to the retailer on January 24th, before the customer claims the item was stolen. We did not receive that video in the initial claim, but if we had received it, we would have proceeded in the exact same way that we did - per our warranty policy, as stated on our website, the handle is treated as a separate part from the metal frame and should there be a defect, we would replace that part only - not the entire frame. Our warranty is very explicit in this and is it on our website as so. We stood by our product, and our warranty, by sending the customer a new handle, as we would with any other customer, even though they no longer have the unit to use the new handle on.