ComplaintsforGildan Activewear

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent this email to the company" I brought a pair of your black calf length compression mediped socks at ******* barely a year ago now the whole heel has a massive hole it !this is truly appalling that they are not reinforced! As they are so expensive and im struggling financially and need them for a vein issue really not happy with this brand". I was then contacted by Hillary S**** Account Representative(******@gildan.com) on september 18th and she asked for proof of purchase and photos..i explained like most people i dont keep receipts of socks and other things of that nature,but i did send photos of the holes in the sock,on september 19th i got a reply saying kindly wait for a reply.I waited till september 28th and sent an email asking how long the review would take,to this day October 10th 20203 i have had no reply,which i think is appalling,i would like some explanation of why i haven't heard back.This is a manufacturing flaw that should be addressed.

  Business response

  11/03/2023

  Mr. ******* contacted our CS Department indicating that he purchased a pair of our 'Medipeds' socks 'barely a year ago' from ******* and the sock developed a hole in the heel.  Mr. ******* was advised that without proof of purchase Gildan is unable to issue a replacement for his socks.  Additionally, per his admission the socks were purchased 'barely a year ago' and Gildan does not offer a lifetime guarantee on our socks.

  Mr. ******* was dissatisfied with this response and advised he contacted the BBB to make a complaint.  

  Please note Mr. ******* will be contacted and offered a replacement for the item as an exception considering he is unable to provide proof of purchase, a requirement for replacements as Gildan does not ship orders directly to end-users.

   

  Business response

  11/07/2023

  Kindly note when Mr. ******* initially reported his complaint with our Medipeds sock in September, he was asked to provide proof of purchase (receipt) along with additional details to support his claim (i.e.) photo(s) of the defect, proof of packaging etc.  Mr. ******* did advise that he does not retain receipts over an extended period of time but provided photos of the item at which time he was advised the photo will be reviewed and he will be updated.

  I concede that Mr. ******* was not notified of the decision to not offer the replacement until October with the comments that Gildan does not offer a 'lifetime guarantee' on our products which was accurate details to relay in the absence of the receipt.  However, due to the time elapsed between Mr. *******'s complaint and our decision not to replace his item, I've decided to offer Mr. ******* a one-time replacement of the item as an exception.

  Please note as Gildan does not ship orders directly to end-users we do require proof of purchase and in exceptional cases will review the customer's claim to determine if it meets our standard for a replacement outside of the return policy of the Retailer the item was purchased.
  

• Initial Complaint

  11/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I received two sets of Gold Toe Socks as gifts in May, 2022. After washing and wearing them they began to stretch , sag and bunch up in September, after only 4 months. I asked for help from Gildan by e-mail and at first they offered to replace the defective socks, but then they have kept asking for more and more information. I sent them pictures of the saggy socks, the original boxes, and gave them the ****** order number. They have my name + address. They continue to stall me and asked for a 3rd time for "proof of purchase". They have refused to replace the defective socks, 10 pairs. The socks are UPC **********, cotton crew, $22/set, "AQUAfx" on the box. All I want is 10 pairs of new socks. I have many, many pairs of other Gold Toe socks, some more than 9 years old, that are fine. It's just these new ones this year that went bad. Pleae help me get my bad socks replaced. Thank you for your help.

  Business response

  11/11/2022

  The customer reached out to our CS Department in September 2022 stating that he purchased our GT socks 4 months ago from ****** but was dissatisfied with the performance of 8 pairs of the socks after wearing them. He advised as he was outside of the return/refund guidelines of ****** he contacted us directly for a replacement.
  The customer was advised to provide proof of purchase (receipt), photos of the item(s) and his address for a possible replacement once investigations were conducted.
  The customer provided photos of the items, his address and a receipt number but no proof (photo) of the receipt.
  The customer was notified that unfortunately our CS Team has no access to ******'s system to view the details of the receipt number provided and to kindly provide a photo/screen shot of the proof of purchase.
  The customer advised he can ask his wife to obtain a screenshot of the invoice showing proof of purchase from the ****** website and stated he now has 10 pairs of socks he wishes to have replaced; however, he never provided the screenshot showing proof of purchase.
  When asked once more for proof of purchase the customer stated his mother (who is now deceased) purchased the items through her ****** account on his behalf and shipped them to him. He advised if we do not replace the 10 pairs of socks he will go to the BBB.
  We are more than willing to replace any items any of our customers deemed are not upholding the qualities we maintain regarding our product however we must receive proof of purchase from the customer to commence our investigations. Without proof of purchase and taking into consideration the items were not purchased directly from us, we have no avenue to investigate the legitimacy of the customer's claim.

  Business response

  11/15/2022

  It is unfortunate that you experienced displeasure with our GoldToe brand socks. As a courtesy we will supply the customer with a replacement package of socks. Socks will arrive within 7-10 days
  
  Best regards,
  Retta M*****, MGR

  Customer response

  11/16/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Will wait to receive the new socks. I did finally find and send proof of purchase. 12 pairs of Gold Toe socks have now gone bad, sagging, bunching up and pilling. Will one package of socks make up for 12 pairs of bad socks ? Gildan did not work with me to replace the bad socks. They only offered to help after my complaint was filed and documented.

*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. ↩