Exxel Outdoors

When we mailed Mr [redacted] the check we accidentally did not add in the tax that was paid in the amount of $ I have mailed MrEkeh $via FedEx Standard Overnight and he will receive the funds on Monday 10/10/

We are unable to give a refund since the customer purchased the product from a retailer and not directly through us We could offer a one time courtesy of an exchange for an item that would fit their needs better If they are interested in pursuing this offer please have them reach out
directly to me, the Customer Service Supervisor, for further action Thanks

Mr*** contacted our company about his Laptop bag in MarchOur rep determined that the bag was manufactured by ** ***, a separate company who licensed the *** name and manufactures and sells laptop bags and daypacks separately** *** upholds the warranty for the packs they manufacture,
and our representative gave Mr*** information on how to contact their customer service department for warranty service to be providedUpon receiving Mr***’s Revdex.com complaint in the mail where he addresses that ** *** never returned his emails, *** contacted ** ***’s customer service to see why this customers requests went unansweredThere was an issue with their system being unable to receive an email with a photo attached, and *** has revised our information on what to tell customers who need to contact ** *** to prevent this disconnect from happening againOur customer service lead contacted Mr*** directly to apologize for the lack of communication on ** ***’s part and resolve his warranty issue*** could not offer any kind of refund since the pack was not purchased directly from ***.com but provided a comparable *** manufactured pack as a replacement for the defective ** *** model for the inconvenience

Complaint: ***
I am rejecting this response because:
The check sent wasn't even for the right amountExxel has received multiple emails & receipt images noting the cost of the item, yet somehow managed to send a check
for less than what I spentThis has gone past a mistake and has become plain spiteful
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: OkI am going to try this once againI worked as a customer service manager for almost a decadeIf a customer had a legitimate issue, that put the relationship with the customer and the company at risk, it was my responsibility to understand the lifetime value of that customer, and help where I was ableThis sometimes meant going outside of the "rules" to take care of them, and sometimes was for thousands of dollars, or simply just gas money to the storeThis was with vendor product, and not product my company made, though the customer associated the product with my company, and not the vendorI am asking for that kind of treatment in this instanceAnd here is why:I have never purchased a screen house beforeI had no idea, and didn't think to ask what a "floor perimeter" wasI saw, very clearly, on the package that it said Floor (what I needed), and the material it was made of, and was relieved that I found what I was looking for (in numerous places before finding the "last one" on the shelf at ***)This was a quick decision on my part, as we were heading out camping, and of the others that I had looked at in other places, they very clearly didn't have a true floor. I have a *** tent that is our primary tent, and had an issue with it leaking, which was promptly taken care of for me, so I trusted the brand$is a lot of money to meI have a tentI have a camping backpack that I am taking with me to *** this springYour website does not have anything I need or can useSo giving me store credit doesn't help me at all. What you are telling me is that you can help me, you just don't want toI am willing to send the screen house back to you, as I do not need it, and cannot use itI have also, as I mentioned, purchased one that does work for meI hope you can understand the predicament I am in, and would also ask that you put yourself in my positionI am at a catch Had I known any of this, I certainly wouldn't have purchased from *** ***That mistake aside, you are placing 100% blame on me, the customer, when you have conflicting information on your packageYou state that there is a floor, and a floor perimeterHad I known, or had it been mentioned on the box that there were a floor perimeter and the size, as well as the material, I definitely would not have purchased the item, you cannot expect a customer to know everything that you doSo, I am asking you to please, please refund me the money I spent so that I can use it in a way that is beneficial to me, and not something that I cannot usePlease consider my lifetime value as a customer, and the lifetime value spread to those I knowFinally, please keep the reputation of your company in mindYou are a trusted brand, and I would like to continue to believe thatThank you for your time.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:They are just making things up! How crazy that they are saying it looks like it was caught in a conveyor belt! How absurd! Man up and do the right thing and repair it or replace itThat's what the warranty states! Stop coming up with absurd excusesThe rest of the backpack is in perfect condition, it's the poor workmanship and material that caused it to fall apartBuyers Don't waste your money on a poor quality backpack and a company that doesn't stand behind their productI do not want to give your company anymore of my money for another backpack when you won't stand behind your productBuyer beware, don't buy from this companyShame on you! Don't have a warranty that you don't stand behindThis is a SHAM!
Sincerely,
*** ***

LIMITED WARRANTY POLICY AND GUIDELINES Kelty branded products (tents, backpacks, sleeping bags) are warranted to the original owner against manufacturing defects in materials and workmanship for the lifetime of the productKelty branded gear (lighting, trekking poles, furniture, sleeping pads,
coolers and airbeds) are covered by a one-year warranty that protects the original owner against manufacturing defects in materials and workmanshipIf a Kelty branded product or accessory covered by one these warranty options fails due to a manufacturing defect we will repair the product, without charge, or replace it, at our discretion. In this case our discretion is in regards to the customer induced wear and tear on the backpack in question. We do not believe that the damage that occurred to the pack is caused by a defect in materials, but caused by subjecting the backpack to extreme conditions that would allow the material to deteriorate at a high ratePlease view the below picture that the customer provided As we were unable to either repair or replace the customer’s backpack free of charge we offered the customer a 60% discount towards a new backpackTell us why here

It appears that the backpack was caught in a conveyor belt at an airport and was shredded. This would not be a manufacture defect nor warrant a complimentary replacement. We have the ability to make small repairs, but I do not believe that we could repair the backpack back to a new conditionIn this case, it is still our pleasure to provide you a 60% off coupon towards a new backpack

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

We mailed the customer a check for the cost of his airbed.

Hello,After reviewing your complaint and the product, we are not able to offer you a refund and the following supports our decision:1. The product was purchased from [redacted] on closeout with no returns and therefore we cannot offer you a refund.2. The product packaging clearly states that there is a perimeter floor, with a photo that helps define that statement.3. This does not fall within the realm of our warranty, which covers manufacturing defects and states: "[redacted] takes pride in its workmanship and strives to manufacture the best possible products. Therefore, [redacted] warrants to the original purchaser that its products will be free from defects in materials or workmanship for a period of time from the original retail purchase date. [redacted] offers a 1 year limited warranty for all inflatable and furniture products and a 10 year limited warranty for all other products. If any such defect arises and a valid claim is received by [redacted] within the applicable warranty period, [redacted] will, at its option, either repair or replace, free of charge, any part of its product that is not free from defect in material and workmanship during the warranty period." [redacted]The most that we can offer you is a credit to our website for the amount that you paid for the product.

I am writing in regards to [redacted]’s experience with [redacted] Outdoors Customer service on April 3rd.  In her initial contact with us [redacted]s informed us that she received our contact information from the [redacted] Mattress customer service department.  She explained her issue to our...

Customer Service Representative, who professionally listened and politely asked when and where she had purchased the mattress.  [redacted]s stated that she thought that she purchased at a [redacted] about a year ago.  Our representative asked if she had the receipt for the item, and [redacted]s explained that she did not.  Our representative said, in a positive demeanor, “I would be thrilled to be able to replace it for you, but I would need a receipt to show when and where you bought it.  Without that, unfortunately there is nothing that I can do.”  [redacted]s seemed upset about this part of our published warranty policy and voiced this to our Representative.  Our Representative, again polite and professional, allowed her to voice her frustration and apologized throughout that there was nothing that he could do without this required part of the process.  In reference to [redacted]s’ remark:  “The representative insinuated that I must not be very intelligent because “everyone knows they should save their receipts for several years,”  there may be some confusion.  From our telephone recording on file, [redacted]s may be referring to this portion of the conversation: [redacted]s:  “I don’t hold on to receipts for that long.  I don’t know any human being that does.”[redacted] Rep:       “Well, many of the customers that we talk to do.” [redacted]s:   “Well excuse me for being rude, but I think it’s ridiculous to expect.” [redacted]s voiced her disappointment in the quality of the product and expressed that she would not be purchasing our products again.  Our Representative, once again, politely and professional apologized that he could not help.  [redacted]s continued on to say “Right, well I don’t appreciate the rude remarks “That well most people do save their receipts.””   Our representative explained that in no way did he intend to be rude, and he sincerely apologized if she felt that way.  [redacted]s continued to voice her displeasure with the quality of our products, and that she would never purchase from [redacted] or our brand again.  She ended this interaction with “Thank you for no help whatsoever” and promptly disconnected the phone call before our representative could have the opportunity to speak again.  The next day, [redacted]s emailed our company with the same correspondence as  the Customer’s Statement of the Problem section of Complaint ID:[redacted].  Our Customer Service Team Lead responded to her email and ensured that we would look into her interaction the previous day with our representative.  He was very helpful and sought to resolve her issue, and offered a suggestion to contact the [redacted] store for a copy of the sales receipt (a way in which our representatives frequently attempt to help solve the issue of no receipt).  [redacted]s replied three days later and stated that the store manager of the [redacted] store in [redacted] could not reproduce records that far back in time.  She asked if a copy of the credit card statement would suffice, however our Team Lead explained that we would need a copy of the original itemized receipt in order to move forward with a warranty claim.  He followed up with an offer for 50% off a future purchase from our other virtually identical airbed brand, Instabed,  as another courteous and generous solution to [redacted]s issue.  As you can see from this documented interaction, our Customer Service team was nothing but professional, polite, and willing to go above and beyond to help resolve [redacted]s issue.  At no point did any representative question [redacted]s intelligence, nor were they rude or insulting.  Our team is very well equipped to help all of our customers.  In cases where customers cannot meet the terms of our published warranty policy, we offer as many alternative solutions as we can to maintain a positive customer experience.  To this day, our team lead’s offer for 50% off a future airbed remains.  Should [redacted]s purchase from us again and need warranty assistance, we would happily assist her in the same professional and courteous manner that we assist all of our customers.  Thank you for your assistance is helping to resolve this issue.  Should you require more information, I would be happy to include recordings or transcripts from all interactions.  Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I am very disappointed in Kelty not standing behind the Coyote backpack. The key word in the Warranty is "at their discretion"! Buyer beware! They stated in their reply they would NOT exchange it for another one only give a discount on a new one. Why would I want to spend any more money on another, when the  first one did not hold up? Everything on the Coyote backpack was fine but the one pocket. This certainly isn't a company that wants or cares about customer satisfaction! Interesting that the company states it was extreme conditions that caused it,  but everything else is good on the backpack.
Sincerely,
[redacted]

When we mailed Mr. [redacted] the check we accidentally did not add in the tax that was paid in the amount of $5.91.   I have mailed Mr. Ekeh $6 via FedEx Standard Overnight and he will receive the funds on Monday 10/10/2016.