ComplaintsforScottevest, Inc

• Initial Complaint

  09/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a jacket from Scottevest. I tried it on one time. The quality was not as I expected, and the material was too heavy for the upcoming vacation I had planned on using the jacket for. I called the customer service return phone number and was given a return authorization number. I returned the jacket, with the tags still on, at my own expense through USPS.Scottevest told me the jacket had "stains" so I could not get a refund. This is absolutely false. I tried it on on time and returned it, brand new, with the tags attached. When I googled "scottevest customer service reviews", I found many people had the exact same experience.Scottevest items are pricey. However, I decided to give them a try, knowing I could return the item if it did not work out. However, they have a system for consistently denying returns. So now they have my money and I don't even have the jacket to show for it. I want a refund--not the jacket. But, it just shows that they are fraudulent--they keep the money, and then can resell a new item with the tags still on.

  Business response

  09/14/2023

  We had this customer reach out for an RMA (Return Merchandise Authorization Number, which is necessary for a customer to have prior to them returning/exchanging their items)and we did provide the number needed to her right away. 
  Our Return/Exchange policy states items must be returned in unworn/resellable condition. Unfortunately, the return in question was received in a condition that was no longer resellable. This information was explained to the customer, she did request for further evidence to be provided and we sent over 3 more photos of the condition in which her item was returned. She denied that the item was stained by her in any way, and blamed it on our ***************** team (which clearly is in charge of carefully examining all the return items we receive) even though there is always CCTV footage when it comes to their work. 
  
  Furthermore, our attempts to have this resolved with the customer directly, went in vain as she no longer was responding to our emails and phone calls. She decided to not accept the item to be returned to her (as our policy clearly states in these conditions we are not able to proceed with a refund/exchange for an item that has been damaged by a customer unfortunately) and proceeded to leave her feedback on social media instead. Also, she went ahead with a chargeback stating that we are holding her refund even though the item received cannot be resold. Also, I can see from her last sentence on her statement that she mentioned we will be reselling her item as new which absolutely wont happen as the customer was already updated on the solution that takes place for these cases and it always ends up with us returning the item returned to the customer directly. 

  We can't re-sell dirty, worn clothing as per our policy.

  *****

  Customer response

  09/19/2023

   
  Complaint: 20559625
  
  I am rejecting this response because: it is filled with lies. The jacket I returned still had the tags on it, and was in brand new condition. I only tried it on one time, and then packed it back up.  The response says that The the business has been in contact with me. That is not true. The last contact I had was over the phone on August 24. I was told I would receive a call back after more investigating could be done. I never received that call, and I have no emails from them, since after my contact with them in August. A simple ****** search of this companys customer service practices shows that this is nothing new for them. They advertise a return policy that they do not honor. Their items are expensive, however, the quality is low. I was willing to give them a try only because of the return policy. The promises on their website are fraudulent. 

  
  Sincerely,
  
  *****************************

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