ComplaintsforOlivet International, Inc.

• Initial Complaint

  05/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a set of luggage by TAG a brand from Olivet International and when using it I noticed the area around the suitcase was broken/cracked which yielded the suitcase inoperable. I contacted the company on May 1, 2022 to let them know about my situation. They finally contacted me back on May 13, 2022 requesting I send several photos, receipts, and warranty cards (which I have no clue where those are as I do not even recall getting a card). I have thus sent the information to the company. I believe that the item was defective and I want them to honor the 3 year warranty they said I have. Now it seems like I have to "defend myself" regarding the merchandise, which was barely used ( pictures attached) to receive a replacement. It is upsetting that I have new luggage I can not use and a company that is very slow in responding.

  Business response

  05/16/2022

  Unfortunately, processing time is taking longer than expected. If a representative informed you that it is possible and they would have to see pics, receipt, tags and warranty information then that is exactly what we have done. We did not guarantee anything to you. We would be happy to provide you with warranty service provided you have all the required documents. We do not offer refunds nor store credit. We will reach out back to the customer.  Thank you.

   

  
  

  
  

  Customer response

  05/17/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The company has reached out and are honoring their warranty.

• Initial Complaint

  04/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Dear Madams/Sirs, Three years ago in October 2018 I purchased a 29" Skyline Spinner Luggage/Sprint Collection at Target in Sayville, New York. I paid $79.99 plus NYS Sales Tax for the luggage. The Luggage included a Five (5) Year Warranty. After only a few times using the Luggage, it started falling apart. The wheels are broken, the zipper is broken and the luggage is now useless. I have written to Olivet International, Inc., on two occasions along with Photos of the Five (5) Year Warranty and multiple photos clearly showing the defective wheels and zipper. The Luggage also collapses and falls to the ground. I no longer have the sales receipt because I needed it for a Rebate for an unrelated product that I purchased at the same time as the luggage. The original sales receipt was sent to the rebate company. Olivet International, Inc., is refusing to honor their Five (5) Year Warranty that came with the purchase of the luggage. My main reason for purchasing this Luggage was for the fact that it came with a Warranty. The Company is refusing to honor their Warranty and they are in breach of their own contract. I have requested a Replacement of the Luggage, which, I believe is not an unreasonable request. They are not honoring their Warranty and I am stuck with Luggage that is Broken, defective and a very poor quality product which I am unable to utilize because is is completely defective due to poor workmanship. I am very frustrated with Olivet International. They took my money and provided a product that has been rendered useless. I want my Luggage Replacement as promised in the Warranty that was provided with my Luggage Purchase. It is with great hope that justice will prevail in my Favor. This Company does not stand behind the quality of their products and they do NOT honor their Warranty and I am stuck with this Luggage that is totally useless. I am attaching multiple photos and the Warranty below. Thank YOU, BBB for your assistance and efforts in this matter.

  Business response

  04/18/2022

  Hello, 

  
  

  
  

  Our last correspond with the customer was on Dec 28, 2021 at 4:13 pm requesting the following the listed below and we still have not received the following information listed below. -Photo of your original receipt showing the date of purchase on it ,Photo showing your inside white tags that has the style number on it (Can locate this tag inside your main compartment) ,Video showing that the videos do not rotate right  and a Video showing that your zipper does not work .We will reach out the customer again.  Thank you 

  Customer response

  04/20/2022

   I am rejecting this response because:

   

  Dear Madam/Sirs:

  
  

  Olivet International is asking for a Receipt which I do not have in my possession.

  I purchased this luggage over three (3) years ago and I no longer have the receipt.

  I have the Original Five (5) Year Warranty. I photographed the Front and the

  Back of the Warranty. They are asking for videos and I cannot send them videos

  because I do not have a video camera. However, I have sent them multiple, clear

  and concise photos of the damages and defects. The photos are clear and the damage

  to the wheels and the zipper are very evident in the photos that I provided. They are

  asking for photos of a tag inside the Luggage and there is NO tag inside the 

  compartment. They are being very petty, I have sent them several photos that are 

  very clear and I sent them the Warranty. Every time I send them proof of damages

  they request additional proof which is ludicrous. They are in Breach of Contract

  and they are NOT honoring their Five (5) Year Warranty. I have done much

  research on this product and I have seen hundreds of complaints regarding this

  Luggage. In fact, the complaints are identical to mine. This Luggage is very poor

  quality and in craftsmanship and it fell apart after about three (3) uses. I take

  excellent care of my belongings and this Luggage is now useless. Why does it come

  with a Warranty if they refuse to honor their own policies. The reviews on Goog;le

  and Target are very negative and poor. They are selling a product that is poorly

  made and taking consumers money and not honoring their alleged Five (5) Year

  Warranty. One of the main reasons I purchased this Luggage is because it had a 

  Warranty. They keep asking me for more photos and videos. Look at the Photos,

  they tell the entire story and you can clearly see the damages to the wheels and the

  zipper. They are evading me and they DO NOT want to honor the Warranty and 

  do what is right for their consumers. It is with great hope that this case will be

  resolved in a fair manner and that I will be able to get a replacement for this 

  defective and poorly made product. I hope that justice will prevail in my Favor.

   Thank YOU for your assistances.

  
  

  Business response

  04/20/2022

  
  

  
  

  We are not refusing her warranty . Since the original receipt shows the date of purchase and since you only have a 5 year warranty, that is required to show that you are still within the 5 years.  We are still missing a photo of your inside white tag that has Date of production on it and style number on it. (See the example photo listed below. On were you can locate the inside white tag. Without this information there is not we can do .Thank you for your understanding

  

• Initial Complaint

  04/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The handle to my three year old Skyline 21" expandable carry-on spinner gets stuck and I am unable to pull it up or retract if up. I contact Olivet regarding the warranty and they asked that I send in photos and complete the form. I completed the form and per their request, sent the luggage to them via USPS in early January. The charge to send the luggage to them was $49.55 due to the dimension and the cost was not anticipated. They would not refund me the shipping fee. I finally received the replacement yesterday after 10 weeks of waiting. The replacement item is not of same like kind and quality. Instead they sent me a even cheaper luggage. The one I sent in was expandable with thicker material. The one they sent me was part of a five piece set. I emailed them numerous times and their excuse is that they are short staffed due to covid and they have limited inventory on hand. Their warranty is not even a fair warranty. All I wanted was for them to repair the handle and send me back the original luggage. Lesson learned, I will spend the money and get an American Tourister or a Samsonite. I ended paying way more than what the luggage is worth.

  Business response

  04/06/2022

  Unfortunately, we do not cover the shipping cost. We cover the repair/replacement charges as well as the return postage back to the customer. Since we were not able to repair  their luggage it was replaced. In the event that the luggage has been discontinued, replacement is subject to current inventory. Unfortunately, we are very limited to what we have available at this time.  Also due to Covid we were processing replacement , just slower than usual because we were short staffed. Thank you. 

• Initial Complaint

  03/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I sent my ******** ***** **** 21 inch spinner worth $259 in for repair/replacement under the manufac warranty in December 2021. It was purchased in Jan 2012. I waited 3 months for replacement. And today 3/24/2022, I received a Dockers 31 INCH suitcase. What am I supposed to do with this monstrosity?! I was promised a 21 inch spinner via email. And this suitcase is obviously of lesser quality. I also request a check as compensation so I could buy replacement luggage but was denied. I am NOT SATISFIED TO SAY THE LEAST. I do not want this 31 inch suitcase

  Business response

  03/25/2022

  Unfortunately, processing time was taking a lot longer  than usual due to the current Covid-19 situation. We have been short staffed.  In the event that the luggage has been discontinued, replacement is subject to current inventory. We do not process refunds. We informed the customer to email us photos of what she received because in our system it shows that she did receive the correct size (21in).  Unfortunately, without the photos of what she received  there is nothing we can do. Thank you.

   

• Initial Complaint

  03/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Our new luggage had a large crack on it. The tag said to contact this warranty company so I contacted them via email and also through their website and it has been over a month and I never heard back. They kept ignoring me

  Business response

  03/24/2022

  We have already reach out to the customer yesterday  March 3/23/2022 and she informed us that she did return the product back to the store. Thank you. 

  
  

  
  

  
  

  
  

  Customer response

  03/24/2022

   I am rejecting this response because:
  Because they ignored my emails and only responded after I opened the case, it was already too late since I had returned the item. Had they been prompt to respond back, we would have still had the luggage saved for them .
  
  

  Business response

  03/25/2022

  Due to the current situation  of Covid we have been short staffed. Emails are being processed in the order that they are received in. Unfortunately, there is nothing we can do if the customer returns the luggage back to the store. 

    

• Initial Complaint

  02/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a suitcase in December 2021 from a local store which is manufactured/ Sold under the name Revo. The suitcase had a label on it what said 10 years warranty. I travelled with the suitcase once and the zipper was broken. It was not a damage by the airline but rather a quality issue or a defect with the zipper. I emailed the company on January 13th 2022 and explained the problem They responded back and asked for proof of purchase, and pictures of the damage. I did that and they responded back offering to send me a puller for the zipper. to which I explained the part that hold the puller is broken. I do not know how to fix a zipper on a suitcase. This is not my specialty and I should not be expected to fix a defect on the item if it has 10 years warranty. That their job not mine! The company then responded asking to mail the suitcase to them from ************ to ********** and sent a form via email. I replied asking who is covering the cost of shipment and from then they have not responded since January 17th 2022. They totally ignored me. I should not have to cover shipment cost for a item with 10 year warranty remaining. Cost of shipment is probably more than the cost of the suitcase itself which is unfair to me. If they give a warranty it should be honored with trying to make excuses.

  Business response

  02/04/2022

  Hello, 

  
  

  
  

  Due to the current situation  of covid we have been shortly staff.  We did reply back to the customer on Jan 17, 2022. Asking for your to ship in your luggage for warranty service since your luggage is repairable or we can send out the replacement zipper to you as well since her luggage is repairable.  Please kindly note the customer is responsible for the shipping cost to get the defective product to us, we will cover the return shipping to you.  Thank you. 

  
  

  
  

  
  

  
  

  
  

  
  

  Customer response

  02/04/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that it’s unreasonable to ask to ship a huge suitcase across the country for repair. The shipping cost alone is practically more than the cost of the suitcase not to even mention the inconvenience. I would rather either pay a repair shop locally or purchase a better quality product instead of wasting my time shipping this bulky item across the country. They can send the zipper and I would determine whether or not it’s worth the cost to repair. I will not be buying this brand again for sure! 

• Initial Complaint

  12/30/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello, I bought Hyper Tough 4 Shelf Plastic Garage Cabinet from Walmart Order#*************. Upc#************ on November 12, 2021. I paid $84.05 I assembled it per manual. On the first step it says, “Make sure Letter B on Back Panel faces Outside of the Cabinet". But it was wrong instructions. Now after complete assembly, the shelves won’t fit in it. Also, now we cannot disassemble it either. I called Olivet International many times, and sent email twice, but they are not helping. I also called Walmart to help arrange pick up the return, since this big cabinet won’t fit in our car to return it back to Walmart. I also requested Walmart to just issue a refund because they sold us defective product. But Walmart does not want to help either. Thank you.

  Business response

  01/03/2022

  We did reach out to the customer on Dec 30, 2021.  To fill out the part form so that we can send out a new replacement unit to her. Looks like we received her form on Dec 31, 2021. Which are office was closed  due to the Holiday on Dec 31,2021 and we just received it this Morning Jan 3, 2021. We will reach out to the customer and let her know that we will be sending out a new replacement. We do not process refunds.  Thank you . 

  Customer response

  01/03/2022

  Hello,

   

  We received response from Olivet International with product replacement that can be shipped within 4 to 6 weeks. I am ok with this option. If possible, please keep the complaint #16413272 open till I receive the product.

  Thank you for all your help and time with this.

   

  *******

  
  

• Initial Complaint

  12/09/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought 6 pieces of luggage in July and when I traveled at the end of August the luggage started to fall apart. Wheels broke or broke off, or I had a problem with the zipper. It says it has a 3 year warranty, but whenever I call I get a voicemail, so I have been leaving voicemails since September and I have yet to receive a call back. The products are horrible and I would like to have it fixed, but I don’t even know if Olivet is still in business

  Business response

  12/10/2021

  We did research are call log and we do not calls from this number. Customer Service Representative will be contacting the customer shortly. Have a great day!

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩