Magic Mender

Initial Business Response /* (1000, 8, 2015/05/14) */
Order placed and shipped on 3/21/Tracking number emailed to customer on 3/21/Shipped via USPS Priority, tracking number: XXXXXXXXXXXXXXXXXXXXXX Tracking indicates that the package was delivered on March 23, , 12:pm
We
combed our email records and were unable to find any emails from customer inquiring about this order or that he hadn't received itWe were not made aware that there was a problem until this complaint
Our "Contact Us" is located in two places on our website, in the main menu under "Exchange & Refunds" and at the bottom of each page
Customer's account has been credited in full as requested
Initial Consumer Rebuttal /* (2000, 10, 2015/05/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2016/01/28) */
We're sorry to hear that you were not satisfied with your repair results. Unfortunately our products do not work in every situation (our "Hints & Tips" page mentions this) and we make no guarantee that they will. Examples might be damage to...

"bonded leather" (we have a dedicated page that talks about the risk of repairing bonded leather) or damage that is beyond the scope of a mere repair kit. Typically that would be leather that may have initially required a professional repair or complete replacement to begin with.

If you've tried to repair something that really was in need of a professional repair or replacement and the repairs didn't turn out as expected, we suggest that you remove the repair compound and/or Color Flex with Presto Prep as described on our FAQ page question #2. That will return your item back to the condition it was in before you attempted to make repairs. Then simply return the unused portions of the kit for a refund as you are still within the return period.
Regarding your not receiving a reply from us, we checked our email records and the only email that we've ever received from you is your initial order. We don't delete customer correspondence just for this reason.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My complaint was filed based on the lack of this Company's Customer Support.
They claim that they haven't received any communication from me, while I've used their both their "Contact" fields and their "Complaint" fields on their own website to try and get some help. They list no phone number and no other way to get Customer Support.
Looking at prior complaints for this company, they've had an issue with Customer Contact before. They need to have this looked at and provide another option for Customers.
Sending the kit back is not going to resolve my issue. I will try their suggested fix of removing the product and reapplying with a lighter coverage to see if I get a better result.
This complaint was filed due to their lack of true Customer Support and I suggest they have someone look at the email automation on their website. It DOESN'T work!!
Final Business Response /* (4000, 9, 2016/02/09) */
We're sorry but we can't offer an explanation as to why we aren't receiving your emails. We haven't received any other complaints about this and we did test our site and found that it is in working order. The problem may be that the images you're trying to send are too large so the email gets bounced back.
Please try contacting us through this email address: [email protected] or [redacted] We will also send you a separate email from that address so that you can simply respond to it. Please do not send images with it until we can narrow down why we aren't receiving your emails.
Thank you.
Magic Mender
Final Consumer Response /* (2000, 11, 2016/02/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We have resolved the communication issue and are working towards a resolution.