I had a very frustrating experience…
To Whom It May Concern,
I am writing to formally escalate a series of unresolved issues regarding my recent orders and interactions with your company.
Initially, I placed an order for boots that I was charged for but never received. The only reason this issue was discovered is because I repeatedly followed up over several weeks requesting updates. After continued follow-ups, your team investigated and confirmed that the boots had never been shipped. Customer service acknowledged the error and provided a goodwill discount to make up for the issue, advising that it could be used toward a future purchase.
Separately, I placed another order for multiple pairs of boots. One pair fit properly, but three did not due to sizing differences between models. I initiated an exchange and followed all instructions provided. I shipped the items back and provided the required tracking information and receipts, as instructed in your email correspondence.
I worked with Taylor S. during this process, who was helpful and professional in guiding the exchange. After completing all required steps, I contacted your team to confirm the status. During that call, I was informed that the shipment was tracked and acknowledged.
However, the exchange was never fulfilled.
More concerning, the day after that confirmation, my phone number was blocked from contacting your company. When I attempted to follow up using another phone, that number was also blocked. In addition, my emails have gone unanswered. I have now been completely cut off from communication, despite making multiple good faith attempts to resolve this issue.
In a separate matter, when I attempted to use the goodwill discount for a new order, I was subjected to repeated questioning and ultimately accused of fraud. I was told that it was “not normal” to order multiple models of boots and was flagged simply for being a man purchasing women’s boots for myself and my wife.
I explained clearly that I am not a reseller and do not own a business. These were personal purchases made by myself and my wife as customers who genuinely enjoy your products.
Despite this, I was treated as if I was acting improperly. My order was blocked, and I was effectively prevented from purchasing your products.
My interaction with your fraud prevention team, specifically Kyle Brown, was particularly concerning. His approach was dismissive and disrespectful, and there was no apparent effort to understand or resolve the situation. Instead, I was immediately accused of fraud and my account was restricted based on assumptions rather than facts.
At this point:
I have returned products and received no exchange
I have been charged without receiving goods
I have been accused of fraud without justification
I have been blocked from all communication channels
I am requesting immediate resolution of the following:
Shipment of the three exchange pairs in the correct sizes, as promised in your written communication
Direct contact from a supervisor to resolve this matter without further delay
Restoration of my ability to communicate with your company and confirmation that I may continue purchasing as a legitimate customer
I have already submitted a complaint with the Better Business Bureau regarding this matter. I am requesting that your team review this situation promptly and provide a resolution.
I look forward to your response.