OAKI

Thank you for allowing our business the opportunity to clarify and demonstrate how we offered timely and appropriate customer service to this customers complaint:

*** reached out to us on Facebook Messager April 4, 2019 and we responded directly to her within 2 hours. She felt that the item she received (specifically the zipper) was not as advertised. We did let her know that our Dry Tyke Suit which had larger zipper teeth had been discontinued in 2015 when we upgraded to a fully waterproof zipper with smaller teeth in the One Piece Trail Suit. We offered her a full refund as she was not satisfied with the item she received. She did site a photo of the Dry Tyke suit with the larger teeth that we had reposted on our Facebook feed during the same time period as proof that we had another version which she believed we were withholding from her. We reminded her that as a customer image it was possible they had an earlier (and now unavailable) version of the trail suit. The full conversation is as follows and is also attached as a jpeg if the formatting is problematic:

Hi! I bought the Classic Green Trail One Piece Rain Suit from the Wal-Mart website, but, of course, made by Oaki. I received the rain suit today, but the zipper on the rain suit isn't the zipper pictured on the website. The one I received has the small teeth (instead of the larger, plastic teeth pictured with the item description) and my son is unable to zip/unzip it himself. I'm unsatisfied with the product sent to me and would like the rain suit with the other zipper.My order # is *** and the item was shipped on Monday, April 1.APR 4, 2019, 12:56 PMOakiwearHello! We have only one version of our one piece rain suit available on our site and Walmart.com. I'm sorry it's not working for your son. You can return the suit for a refund on walmart.comSent by Katie *** TAPR 11, 2019, 6:35 PMThanks for the reply. There is more than one zipper version available, as shown on your Facebook page. I ordered the rain suit on this photo that you recently posted (please note the zipper has large plastic "teeth") and I received a rain suit with a different zipper with smaller "teeth"--one that my son is unable to zip/unzip himself. I will return the rain suit as you suggested, but you company did not send me the product as advertised and I will be filing a complaint with the Revdex.com. https://www.facebook.com/oakiwear/photos/a.10151387492224285/10156525375669285/?type=3&theaterBring on the April Showers! ???? . PC: @_thehearthwitchOakiwearAPR 12, 2019, 9:04 AMOakiwearHi, our original trail suit (with larger teeth) was discontinued in 2015 and we manufacture only the upgraded suit with a more water-resistant zipper. You can find a side by side comparison at this link. Please keep in mind we repost customer images to share the Oaki fun, we don’t control which version our customers are using. I have approval from my superior to refund 10% from your purchase should you choose to keep the suit or of course you can return it for a full refund as I mentioned before. We appreciate the dialogue and opportunity to clarify so thanks for reaching out. http://www.tuffkidsoutdoors.com/oakiwear-trail-rainsuit-redesigned-toddler-rainsuit-review