Tweezerman Corporation

Review: I purchased a pair of Tweezerman tweezers, which eventually became out of alignment. Tweezerman offers repair/sharpening service to customers, so I recently sent an envelope that included the tweezers in need of repair to the Tweezerman Service Department. Soon after I sent it, that envelope was returned to me, empty, along with a note from Tweezerman saying that my tweezers never arrived at their facility.

Obviously I became concerned; I spent roughly $16 on these tweezers, and not only had they not been repaired, they are now missing. So I emailed the company and asked how they planned to remedy the situation, and they stated the fault was mine and offered me only a coupon for 50% off a new purchase of tweezers.Desired Settlement: Given that I've never had an item not reach its destination in 30 years of mailing things, I'd like either a replacement pair of tweezers or my money back.

Business

Response:

We are sorry about the loss of [redacted]'s tweezers. Our website clearly indicates that implements should be sent insured and in a padded envelope. The envelope that [redacted] sent to us was a letter size white paper envelope; not insured. Tweezerman International is not liable for incoming mail. We apologize for the inconvenience this has caused [redacted] and appreciate his time spent trying to resolve this issue. We have offered [redacted] a new tweezer at 50% off MSRP and will gladly expedite his order. [redacted] can call me anytime at [redacted].

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I don't have my tweezers and I haven't received a refund and I'm not going to spend more money just because I didn't follow the instructions on the website, which could have been changed after the fact for all I know.

And how do I know the company didn't just throw out my tweezers because they weren't in the "correct" envelope?

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We do our best to inform our customers of mailing procedures, by hitting submit on the online form that [redacted] completed he agreed to the terms and conditions

of our sharpening policy. As previously stated, we would be happy to replace [redacted]s implement at 50% off. He can contact me at the number that was provided.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The company offered to provide a service. It then said because I didn't send my item in the correct packaging, it never received it, and that I would need to buy a new item. This has never happened to me before.

And frankly, what's to stop the company from opening every piece of mail that isn't in what they consider to be the correct packaging, removing the item, and forcing customers to make another purchase? Maybe this has happened to other people as well.

I'd like a refund or a replacement of the tweezers I purchased. Otherwise, the company should not offer a service it cannot provide.

Sincerely,