ComplaintsforFeat Socks

• Initial Complaint

  07/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a ********* item from feat, then processed a return ********** and sent the item back in January of this year (****). After months without a refund of any sort, I sent a follow-up e-mail and never received a response. It's been roughly 5 months since I returned this item and I just received it shipped back to me from this business ****** without explanation. I contacted a customer service agent and was told that I could send the item back (again) for store credit. I do not want to do business with this company and requested a refund, as well a prepaid shipping label. They refused. Again, I received a defective item, was given no explanation for it being sent back to me 5 months later, and am now being asked to do the exact same thing that did not work previously. I am not confident that I will be issued a refund once this item is returned for a second time, and would not like to repeat this again in another 5 months. I would like assistance with this return from a third party. I do not trust this company. I can forward the e-mail confirmations of purchase, return and exchange between self and customer service agent.

  Business response

  07/11/2022

  Business Response /* (1000, 5, 2022/07/11) */ The return process for this customer began on ********** as the customer mentioned, and the customer requested wanting to initiate a return along with wanting instructions on how to process the return (as our Happy Returns system is exclusive for Store Credits and 1 for 1 exchanges typically for sizing or style preferences.) At no time did the customer mention her items were damaged, so our team treated the request as a standard return for a refund. Our team informed her that her items were not eligible for a return for a refund (per our return policy listed on the product page for all items and on the footer of every page of our website) and after that correspondence, no follow up was sent to us. We assumed that the customer had followed the Happy Returns process to receive an exchange or store credit (an automated process that when operating correctly, issues the credit as soon as the items arrive at our warehouse) and marked the ticket as resolved. 6 months later on ********** the customer followed up saying that the item had been returned to sender for her and was now at her house once again. Upon hearing this, our team wrote back to her the same day questioning if her intention was to receive a return for a store credit (as sometimes customers assume our returns are for cash back and not store credits, so we always check before issuing.) The plan for this case was to issue the store credit without requiring the customer to send the items back, as this was definitely an inconvenience to her and not the experience we want our customers to have, but our team wanted to confirm what the customer was hoping to happen before approving that credit. The customer wrote back 2 weeks later on ********* expressing dissatisfaction with the original time delay, and then added that there was now damage to the item, despite no mention of this before (had the customer mentioned this before, we would have began our damage correction process and with photo evidence, we could waive our standard policy and issue a full refund for any items that are confirmed to be damaged under our 24 month warranty policy) and expressed desire for a refund to the original payment method. Our team reminded the customer of our refund policy, but to reach a favorable resolution our team offered to issue a full store credit for the full value of her items and not require her to send any items back, or that we would ship 2 items of her choosing to her regardless of any price difference (as well as again letting the customer keep the items she received.) The customer responded continuing to express dissatisfaction with the policy and time delay. We then informed the customer that if she could provide images of the damage to the items, we would issue a full refund, and at this time, no response has been sent by the customer Our team and company tried several different methods to reach a favorable outcome for this customer who was not satisfied. If the customer would like to reach out again and provide photos of the damage, we can issue a refund if the damage includes the significant staining that she mentioned. We can also issue a store credit for those items along with an added $10 to cover the cost of shipping should she decides to return the items (with a prepaid label we can provide) if no damage is present. We believe these solutions are more than fair to reach a favorable conclusion on this case. All screenshots of all interactions with this customer are attached as evidence of this statement. Consumer Response /* (3000, 7, 2022/07/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Upon returning this item 6 months ago, I made it very clear that the item was being returned due to being defective. Instead of a refund or any **************** from customer service, I received the item returned to me 6 months later. When customer service did finally reach me, they let me know I could return the item for store credit. I find this unsatisfactory as FEAT is asking me to do the exact same thing I did 6 months ago, and I have no reason to believe the results will be any different. I've spent an excessive amount of time and energy addressing what is an error on the company's part. I'm not getting paid for this. Per their return *********** nowhere do I see it listed that customers should expect items to, without explanation, be mailed back to them 6 months after a return. The policy is null and void as far as I'm concerned. I absolutely do not want to purchase a product from this company again and I truly hope that other customers see this. I would rather throw this product away than go through the trouble of ********** packing supplies to send it back, especially if I am not going to be reimbursed. They are absolutely ******* about store credit as the only form of ************** despite the multiple errors on their part, and my overall extreme dissatisfaction. This is bad ********* and the customer service has been subpar. I would never do business with them again. Business Response /* (4000, 9, 2022/07/22) */ Per the conversation with the customer attached in our previous response, no mention of the damage to the item was included via email contact with this customer when she originally requested the items to be returned, otherwise we would not have requested the item be sent back. The final conversation with the customer (before the item was returned to her) was a request for a return, where we had inquired on more information and that request was never responded to by the customer. As we've mentioned, if the customer can provide photographs of the damage to the item we can issue a full refund (not store credit) for any damaged item in line with our Damage Policy included on our website in the FAQ section. We would also not require the customer to send her damaged item back to us, as any damaged item would not be sellable to a new customer and we allow the purchaser to keep, donate, or throw away their damaged item. If the customer can provide photographs of the damage, we'd be happy to issue a full refund. Consumer Response /* (4200, 11, 2022/07/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not ok with the way this business has handled this transaction, but at this point I can't put any more time and energy into this. Please, please, allow other consumers access to this information. My name excluded, I'm happy to have you use any information (including this e-mail) as evidence of my experience. This company sent me a defective item, which I returned over 5 months ago. I received the item mailed back to me (5 months later), with no explanation. After contacting the company, they stated I could send it back once again, for store credit. I let them know that I was displeased not only with their product, but with the way they conduct business. I agreed to send the item back for a second time, but asked to be reimbursed as I want nothing more to do with the company - their defective products or their questionable business practices. They refused, stating it was not part of their returns policy and I could only be issued store credit. I followed the policy by returning the item immediately - they did not honor it, and instead engaged in ******* ********** The entire experience felt fraudulent to me, and I did not want to continue this for another 5 months, so contacted BBB. The company has refused to issue a refund upon receipt of their defective item. I will discard of the item, and suffer the financial loss, which pales in comparison to how much time and energy I have wasted. I hope this experience helps other customers somehow. Business Response /* (1000, 17, 2022/08/01) */ Hi Better, thanks for writing in! First off, I want to apologize for the issue with your order. This is definitely not the experience we want you to have with us and I'd be more than happy to make this right for you now. Could you send in a picture of the error with the style and size visible of your order that you mentioned in your above email? Once I confirm this I can have a replacement issued to you right away. Let me know, looking forward to hearing from you! Consumer Response /* (3000, 23, 2022/08/18) */ No, it's not resolved. The company refused to refund me for a defective item and will only offer store credit or a replacement, after returning me the product 5 months after I sent it back. So, no. It's not resolved. Business Response /* (4000, 25, 2022/08/18) */ As mentioned previously in this exchange, if the customer can take photographs of the damage to the item and send them in to our Customer Service line, we can offer a full refund on any damaged product. Consumer Response /* (4200, 27, 2022/08/19) */ This is the FIRST time this business has EVER offered a refund, as reflected in all posted and unposted communications (and conveniently after I mentioned I was disposing of the item). Absolutely no effort was made to refund me for the purchase, even after the item was SENT BACK to the company for inspection. This company has given me absolutely no explanation as to why this item was mailed back to me nearly half a year later. Instead, they demanded I send the product back for store credit - the same exact thing I had done half a year prior, with no resolution. Why would I do it again? Especially for "store credit", given that I find their merchandise to be poorly constructed. Next, they demanded I send pictures, so I could receive store credit (no). It shouldn't have taken this much (and me disposing of the item) for them to agree to a refund once the item was sent back (yet again) - clever. This is beyond anything I've ever experienced from a company. Please make this information available to the public. I ate the cost of this transaction, and do not want to interact with this company. I followed their return policy, and they did not - period. At the very least, this should be reflected in their BBB score. I know that many consumers already question the legitimacy of this company, and I hope this gives them clarity prior to any purchases. Thank you.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The product is ****** The fabric is cheap and ***** ********** I tried returning the item and the company is telling me that since it's a ***************** item I can only receive store credit. On the actual product page, it says "If you are not satisfied with your order, we offer refunds on eligible items within 60 days from when your purchase was made. To learn more about our returns and exchange policy and what items are eligible for a return for a refund, please visit the return policy page." This is extremely misleading since it clearly states on the page that I can return the item. If you click the link, it then says you can only receive store credit for collaboration products. Why not just have that information on the actual product page? It's extremely unethical and ingenuine for a company to trick people with their return policy.

  Business response

  03/30/2022

  Business Response /* (1000, 5, 2022/03/24) */ The items included in this order are the ***** ****** * Feat Collaboration, which is clearly listed as a collaboration item on the product page for all styles in this collection(as evidenced by the ******* ****** Product Page Screenshot" attachment. This customer was not eligible to return a collaboration item as a return for a refund to the original payment method (these items, however, are eligible for returns for the full retail value in the form of a store credit or a 100% free exchange.) This customer also had the ****** discount code attached, which is another policy of ours that all orders with 20% discounts applied or higher are not eligible for returns for a refund. This information is also included in the screenshot attached under the "Feat Return Policy" screenshot. Attached are 3 screenshots of the customers conversation with a customer support rep from our team. Originally, the customer asks for a return for a refund, which our rep confirms cannot be processed and explains our policy but offers the store credit or exchange option as a potential resolution. The customer then makes an addition to his claim, claiming the items are defective under the reasoning that they "shed everywhere". Our support member tries again to help the customer with a solution by offering a store credit to purchase a different item with a different material that would not have the shedding issue the customer did not like. Finally, the customer claims we were trying to trick him due to the policy not being fully available on the product page (our full policy is linked on every product page and the text "If you are not satisfied with your order, we offer refunds on eligible items within 60 days from when your purchase was made. To learn more about our returns and exchange policy and what items are eligible for a return for a refund, please visit the return policy page" where the full return policy is available" this is proven in the attached screenshot ******* ****** Return Policy Dropdown (the customer has included this text in his complaint the linked section in the returns & exchanges section links directly to our full return policy on what items can and cannot be returned for a cash refund and in no place on our product page does it claim that this specific item or the other items in his order are eligible). The customer then informs us he will be reporting us to the Better Business Bureau and leaving reviews about his experience to force a refund. Our representative makes one final attempt with the customer for an ideal resolution, informing him if he were to send images of the damage to his item we would be able to issue a replacement if the items are indeed damaged (as it our warranty policy to replace all damaged items at no cost to the customer + they are able to keep the damaged item) but the customer is not satisfied with this outcome and submitted this claim. This appears to be an attempt by the customer to work around our return policy that he did not read through before purchasing, despite that information being readily available both on the footer of every page of our website as well as linked-to in the product page of every item purchased in this order. Consumer Response /* (3000, 7, 2022/03/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) The issue with FEAT is that they are not transparent about their return policy on the product page. If you look at any other clothing company, the company will write ON THE PRODUCT PAGE whether the sale is final or whether you can return for credit. FEAT does the opposite. FEAT states "If you are not satisfied with your order, we offer refunds on eligible items within 60 days from when your purchase was made. To learn more about our returns and exchange policy and what items are eligible for a return for a refund, please visit the return policy page. Why would any customer ever think that they can't return clothing that just came out? Why would I ever think a clothing collaboration is not returnable for a full refund? Who does business this way? This is obviously their sales tactic. They blatantly advertise information that would cause any consumer to think that the item is refundable. I spoke to a few colleagues who said they would've also fallen for the same trick. FEAT good job on your advertising team. If you simply wrote under the Returns and exchanges section "We only offer store credit" then you would be transparent and honest with your customers. Why make the customers click a link that will take them to another page with the actual return policy information? Why not just state it on the actual page? Do you not see how deceptive that comes across? And yes. I wanted to return the items because of the amount it sheds. My apologies that I didn't state the reason when I first emailed you that I wanted to return the items. I don't want anything replaced because I don't trust the quality of your fabric. I also don't trust FEAT as a company either. The right thing to do is to let me return my items so I can receive a proper refund. Business Response /* (4000, 9, 2022/03/29) */ We believe that the link to the the full and complete return policy, as well as the text call-out stating that not all items are eligible for returns for a refund and a direction to click the link for a complete and detailed list of what can and cannot be returned for a refund (as our return policy is too lengthy to be included in it's entirety on the product page for any single item) is a fair level of information for transparency. This is not a sales tactic or by any means an attempt to manipulate or mislead our customers, which is why our return policy is available on the footer of every page of our website as well as linked to in every product page for every item on our site. Only specific items that are limited edition and on significant discounts (20% and above) are not eligible for returns for a refund many other companies employ the same policy on heavily discounted orders such as holiday specials during Christmas & New Years and limited edition items only available for a limited time. To resolve this issue, we would be happy to let the customer keep their items and would be under no obligation to further inconvenience him by making him return the items he does not wish to keep. We would gladly issue a store credit for the retail value of all items in the order, as well as add an additional $10 to cover the cost of shipping on a future order. We have a great variety of different fabric options available and would not have the pilling issue this customer experienced. If the customer can provide verifiable proof that the item(s) are indeed damaged, we can honor a refund for any item that has pictured damage as covered by our warranty policy. Refunds will only be processed for items that have (1) damage visible in the image & (2) the item fully visible with both the size and style visible in the picture itself. Consumer Response /* (4200, 11, 2022/03/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) That is false ************ Any *********** clothing website will tell you on the ******** PAGE whether its final sale or a store credit return. Even during holidays, that is written. If its not on the products page then its on the checkout page. FEAT does not have either. Who would ever think clothes from a new clothing line wouldn't be returnable? As mentioned several times before, I do not want to keep your clothing and I do not want store credit. I am more than happy to ship back the clothing. You will not inconvenience me in anyway. Also, please clarify about the last paragraph. Are you saying that if I send you proof of the items shedding then you'll refund my purchase? Or you'll just be refunding me with store credit?

• Initial Complaint

  10/28/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Falsely advertising quality of goods. As mentioned in other complaints, the product is sub-standard and does not meet the price-point. A refund was requested and a label was provided. The label was deducted from the expected refund at a cost of 4 times higher.

  Business response

  11/10/2021

  Business Response /* (1000, 5, 2021/10/28) */ Hi ****, You initiated a return for Gift Card which does not include any return postage fees. If you were returning for a full standard refund there is a $10 ******************* fee which is clearly mentioned on our website. As of this moment your return has not been sent back by you so the refund has not been issued yet. If you have any questions please reach us at ********************** Consumer Response /* (3000, 7, 2021/10/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Where do you see clearly ********** "...a $10 ******************* fee which is clearly mentioned on our website..." image ********** you don't even have ******* link *********** Furthermore, I don't claim Gift Card, I want my money back in full. You are ******* ******** ***** ******** lowest possible quality.. Business Response /* (4000, 10, 2021/10/29) */ Hello Better, Thanks for bringing this to our attention! I've opened up an investigation into your order and here is the the most up-to-date tracking info available: Order: Tracking Link: Your order is in currently in transit and should be arriving shortly but if you still do not see any tracking updates within the next 48 hours please respond here with your shipping address and we will make sure that it is resolved for you immediately! Best, The **** *** TEAM Web ****************

*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. ↩