ComplaintsforPaddywax, LLC

• Initial Complaint

  01/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have purchased 3 items that are from the gentlemen's hardware brand, all shaving gels. 1 I have used and the other 2 have been faulty from the delivery of the gel perspective. I contacted them and was advised to mail them to investigate. I did this after their offered to replace them for me. After mailing them they advised they no longer had any in stock and were trying to provide an alternate. The alternate is not a product I use. I requested that they reimburse me for the cost to repurchase them at a retail store that has them and they refused. I have attempted to contact them several time without response as a result. I am requesting $40 so I can replace the items myself that they asked me to mail to them. I no longer have them.

  Business response

  01/19/2022

  Business Response /* (1000, 5, 2022/01/10) */ Contact Name and Title******** ***** Support Mgr Contact Phone: XXXXXXXXXX Contact Email: ******@dw-collective.com The customer had originally contacted us on 12/27/21 complaining that he was not receiving any responses on our end (if this was the case, it may have been because our office was closed for the holidays on 12/24 and 12/27) so our team gave him a call on 12/28/21 and explained that we had been closed over the holidays. He told me that he purchased ******* Men Shave Gel from a local retailer based in Nashville, TN (he did not specify whom) and was having issues with being able to get the product to dispense from the canister. I had asked him to send the defective ones for our team to review and that we would send him replacements. After speaking with him I realized that the shave gels in question had been discontinued and we no longer had inventory so I contacted ***** and let him know and offered to send him a similar product, the ******* Shave Cream, as a replacement. He did not want the Shave Cream but instead asked for a check for $40 so that he could go to a local retailer and buy replacements. He said that his 7 year old son purchased them for $19.99 each for a total of $40. Since he did not purchase directly from our website gentlemenshardware.com and did not tell us the retailer where he did purchase from, I explained that we cannot mail checks for a purchase that was not placed in our online store gentlemenshardware.com and without a proof of purchase from the retailer where he got the products. As an alternative, we offered to give him a digital gift card for $40 to our online store gentlemenshardware.com, which he also declined. On Monday, 1/10/22, we reached out to the customer again requesting for the name of the retailer where he purchased the shave gel so we can work with the retailer directly to send him replacements. We hope this will be a satisfactory solution for the customer.

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