ComplaintsforAsolo USA, Inc.
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Complaint Details
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Initial Complaint
05/22/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a pair of Asolo boots from Sierra Trading 6 months ago and the seams are splitting on both boots. I contacted Asolo who confirmed the boots were under their 2 year warranty and I should bring the boots to Sierra who would send them to Asolo. The manager at Sierra said he wasn’t familiar with the warranty process and he couldn’t take the boots. I contacted Sierra customer service who indicated they do not have a process to return merchandise to Asolo. Asolo has told me they can’t help me. It would be great for Asolo to honor the warranty.Business response
05/22/2023
Warranty & Repair Policy:
Asolo Footwear is warranted against defect in workmanship and materials for two years from the date of purchase. Only original Asolo materials and workmanship are covered under Warranty. The warranty is non-transferable. Proof of purchase is required in order to protect Asolo from counterfeit products. Retail sales of “as-is” merchandise on auction websites and "close-out sales" are also not covered. This includes Sierra Trading Post, EBay, and used gear from authorized retailers. Purchases made from unauthorized Asolo dealers will not be covered under this warranty. If you feel your Asolo Footwear may have a quality defect, bring them together with your receipt to the Asolo retailer where they were purchased. Returning it to your Asolo dealer is recommended since many retailers have their own customer satisfaction policies.
Asolo products that are submitted to Asolo will be inspected to verify that there is a warrantied defect. Based on the evaluation Asolo has the option to replace or repair the product if the defect is covered under the warranty. Damages due to normal wear and tear are not covered under the warranty and the owner will be given the option of having the footwear repaired at their expense. Incorrect fitting of the footwear is also not covered under the warranty. The warranty will not cover outside influences such as cuts, stretching and damage from heating devices, normal wear and tear and use for other than what the footwear was intended.Customer response
05/22/2023
Complaint: ********
I do not accept the business's response as a resolution to my complaint because:I am aware of the warranty and have tried to work with Asolo and Sierra for the over a month.
Asolo customer service provided the following “Based on this, as your boots are under the warranty period of time yet, we kindly ask you to bring the boots back where you bought them and based on our Sales Terms & Conditions they will for sure help and support you.”.
Sierra indicated they do not have a process to ship the boots to Asolo and Asolo CS said I can’t send them directly.
Sincerely,
*** ******
Business response
05/22/2023
Based on the language used in the email it sems that the customer contacted the HQ in Asolo Italy instead of the US subsidiary. As I already stated, our warranty does not apply to boots purchased from Sierra Treading Post. 1. Other Asolo subsidiaries and the HQ sell product to STP. 2. It is heavily discounted and due to that heavy discount no warranty is implied. 2. As was stated, the STP employee did not know how to process the warranty claim, and the customer should go back to STP since it is their issue.Customer response
05/26/2023
Complaint: ********
I do not accept the business's response as a resolution to my complaint because: [Asolo Customer Service confirmed the boots are covered by the warranty. The problem is Sierra CS told me they do not have the process to get the boots back to Asolo They told me if I send them the boots they will just send them back to me.I need directions for how to ship the boots to Asolo so they can honor the warranty]
Sincerely,
*** ******Business response
06/01/2023
Let's keep this simple, there is no warranty for boots purchased from Sierra Trading Post via Asolo. This could be the reason why the STP associate does not know what to do. It is to be handled by STP.Customer response
06/02/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and understand there is no resolution to me. The vendor should make their staff aware of the policy that their warranty does not cover boots purchased through Sierra Trading Post.
Sincerely,
*** ******Initial Complaint
03/23/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a pair of Asolo gore-tex boots on December 26, 2022 from Sierra.com. They are supposed to be warrantied for 2 years. When I got the boots, I immediately registered them, which I also thought was covering them with the warranty at the same time. I wore them two weeks ago now and they leaked, getting my feet wet. I have reached out to Asolo and was told that Sierra.com would reimburse me, that they pay Sierra.com money for refunding customers for purchasing their defective boots. They then also said I could reach out to gore-tex since it is their product that caused the leak. I have emails proving all of this. They are not standing behind their product. I can attach the emails separately when you oreach out since I can't figure out how to do it here. Thank you!Business response
03/24/2023
Our warranty clearly states that STP is not covered under the warranty.
****************Customer response
03/24/2023
Complaint: 19639963
I do not accept the business's response as a resolution to my complaint because: I feel it is inappropriate that Asolo does not stand behind a product that was clearly defective, and find it sad and unprofessional that you hide behind policy, and even had told me outright that you know products you send to Sierra are defective since you provide them with money for reimbursement. You need to be called out for putting the blame on your collaborators. Your last emails all say I should reach out to Gore-tex. I can send the emails with this proof in a different avenue. Sierra has since provided a refund.
Sincerely,
******* ******
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.