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Unhappy Customer, correspondence
In Full.
The clients name has been edited out and will only
be revealed with his written permission.
He demanded that this transaction and our very bad
service should be made public.
Please read on................ from original order
to conclusion
From: Joss Ollett <sales@thebags.co.uk>
To: A M
Sent: Saturday, September 29, 2012 1:53 AM
Subject: RE- CONFIRMS: Your order from The Leather
Travel Bag Co.UK
Dear Mr M, thank you for your order. INV FZ 1370
Your order reference is 200991
| Customer
Information |
|
Delivery
Address |
Mr A M
San Francisco
CA
94109
U.S.A.
Email:
Phone:
Mobile: |
|
Mr A M
San Francisco
California
94109
U.S.A. |
| Your
Order FZ 1370 - VAT @ Zero Rate - USA export
|
 |
CH
48 - ASHWOOD LEATHER CABIN BAG - MAX SIZE |
Dark
Brown |
£108.29 |
| |
|
SubTotal
Delivery £32.61
Total £140.90 |
£108.29
£32.61
£140.90 |
We
hope you're really satisfied with this purchase:
if not, please contact us promptly. Every order
is valued, and we care about what we're doing
for you. In the future we will be offering you
a wider range of fine quality leather products,
so please pay our web shop another visit soon,
http://www.theleathertravelbag.co.uk/
Thank you for this order and your custom. |
Andrew & Jocelyn Ollett, Directors.
"Quality New Products - Old-Fashioned Service"
VAT NUMBER (GB): 771 3011 63 - UK COMPANY REGISTRATION:
4077714
Catalyst Case Co Ltd, Westaway House, Church Road,
Old Malden, Surrey, KT4 7RD - 0208 404 6450 |
| |
From: A M
To: Joss Ollett
Sent: Saturday, October 13, 2012 12:45 AM
Subject: Re: RE- CONFIRMS: Your order from The Leather
Travel Bag Co.UK
Hello:
I just got bag today.You send me absolutely different
BAG!!!! The leather is much darker and its diffrent
leather quality.It doesnt look new at all!That is
not what I order. I need full refund(including shipping
fee) or you send me the correct bag!!
I need you response ASAP
Thanks, A M
From: Joss Ollett <sales@thebags.co.uk>
To: A M
Sent: Saturday, October 13, 2012 1:33 AM
Subject: REF FZ 1370: Your order from The Leather
Travel Bag Co.UK
Thx for your email.
Please note you ordered the style "CHARLES"
# CH 48 in dark brown, as shown on your order.
Our records show that this was the item packed and
sent.
It does come in a lighter colour, chestnut...did
you order correctly?
Would you please advise what was on the ID label that
was attached to your order.
Also a photo of the item would be very helpful at
this point.
Rgds,
Jocelyn Ollett.
From: AM
To: Joss Ollett
Sent: Sunday, October 14, 2012 1:43 AM
Subject: Re: REF FZ 1370: Your order from The Leather
Travel Bag Co.UK
Hello:
CH 48 - ASHWOOD LEATHER CABIN BAG - MAX SIZE-That
what I ordered.The bag I received has absolutely different
look from the picture you POSTED.My bag is dark chocolate
color and made of dim leather( on the photo is shiny
leather)It is really essential to me the leather type,I
wouldnt buy the bag if i knew it comes in this leather.I
attached pictures of bag I ordered(the one you posted
and attached to my invoice) and pictures of the bag
you sent!
I definitely dont want this bag! If you can gurantee
to send me the bag JUST LIKE ON THE PICTURE I'll take
it if not then I need a full refund
Thanks, A
From: Joss Ollett <sales@thebags.co.uk>
To: AM
Sent: Sunday, October 14, 2012 2:08 AM
Subject: Reply: REF FZ 1370: Your order from The Leather
Travel Bag Co.UK
Thx for your further email.
It is clear to us that you ordered CH 48 in dark
brown.
See the confirmation email below
[on this page it is shown above], which
is the automated response to your order for you to
check.
You checked it, because you noted a letter missing
in your street address.
Please check our webshop.
When you read the description, and look at the picture
gallery, it is clear that the style comes in two options.
I repeat.
You ordered dark brown, and that was sent to you.
If you wish to return the item for a refund, it must
be unused, in mint condition, with tickets.
The cost of return is your responsibility.
Alternatively, we suggest you sell the item you have
received - Craigs List - Gumtree - eBay are means
of doing so.
Then if you order CH48 in chestnut, we will deliver
it.
Rgds,
Joss Ollett.
From: AM
To: Joss Ollett
Sent: Sunday, October 14, 2012 5:28 PM
Subject: Re: Reply: REF FZ 1370: Your order from The
Leather Travel Bag Co.UK
Hello:
Sounds like you have an great experiance in this bussiness.You
web site is partial scam because items that you ship
arent the same that you posted online .The item I
received is diffrent from the picture and I dont need
it. Its also not professional to advice me to sell
it on ebay or craigslist.Well,Im going to ship it
tomorrow back to you.Bag is in the same condition
I received it with tag and everything.I need exact
address where should I ship it
You will receive the tracking number shortly.
Also,I'd like to leave a feedback on you website about
the business that you do and about the customer service
you provide.How can I do it?
A
From: Joss Ollett <sales@thebags.co.uk>
To: AM
Sent: Sunday, October 14, 2012 10:46 AM
Subject: RESPONSE: REF FZ 1370: Wrong Colour Ordered
Thx for your email.
Unfortunately you choose to use the word "scam"
in relation to our website.
No need for you to consult your lawyer for advice
that is very regrettable you put this in writing.
Should you use that expression again, or any other
undeserved defamatory remark about our business anywhere,
please be aware that we value our reputation very
highly indeed. For the moment, we will let the matter
rest.
May we point out that we make nearly ten thousand
professional transactions annually, approximately
15% going to overseas customers. Please read our CUSTOMER
REVIEWS.
As most of our products are available in 2 or 3 or
4 colours, this choice is made very obvious to potential
buyers.
The item you bought clearly states that there are
two colours and different leather finishes in the
very first lines of the description.
It shows both colours clearly labelled in the picture
gallery, and shows two options to select from when
you buy.
We have sold over one hundred pieces of this same
style to other clients without any problem with the
colour selection at the check-out.
You received a confirmation, and did not recognise
your error.
If you ordered the other colour, it would have been
shipped.
Our suggestions about re-sale of the item were intended
positively, and again we regret your response.
We are ready to print all your feed-back comments
in full on our website.
It will include this full correspondence so readers
can see exactly what has happened.
The return address for this item is to our Surrey
office.
The Leather Travel Bag Company
Westaway House
38 Church Road
Worcester Park
Surrey
KT4 7RD.
U.K.
Rgds,
Jocelyn Ollett.
From: AM
To: Joss Ollett
Sent: Sunday, October 14, 2012 7:16 PM
Subject: Re: RESPONSE: REF FZ 1370: Wrong Colour Ordered
http://www.theleathertravelbag.co.uk/detail_fullpage.asp?session_ID=&product_ID=447&range_ID=1
this bag I ordered.The picture of this BAG YOU ATTCHED
TO MY INVOIVE NOT THE ONE I RECEIVED.Why do you claim
that the color is dark brown on the picture.it is
not dark brown !!You attached this picture to my invoice
and I assumed that the bag will come in the same style
and color! I received dark chocolate color bag made
with dim leather.On thre picture is gold brown with
a shine leather.How will you explain this?
Thanks,A
From: Joss Ollett
To: AM
Cc: andyollett@gmail.com
Sent: Monday, October 15, 2012 8:02 AM
Subject: Re: RESPONSE: REF FZ 1370: Wrong Colour Ordered
Very simply there are pictures of this item in both
chestnut and dark brown.
The first four lines of the description tells you
that there are two colours to choose from.
Over one hundred other customers have bought the
item successfully.
Most of the other styles we sell have 2,3 or 4 colours.
The confirmation we send always shows the lead shot
colour-way.
Over seventy thousand customers have used this system
without a problem.
This is the simple explanation, and as this correspondence
does not seem to be leading anywhere, please return
the item as discussed.
Rgds,
Jocelyn Ollett
From: Joss Ollett <sales@thebags.co.uk>
To: AM
Sent: Wednesday, October 24, 2012 12:48 PM
Subject: Customer reviews.
Please note, if you wish, we will add to our "Customer
Reviews" the exchange of email correspondence
between us.
This will commence with your email on 13th Oct 12:45.
It will be shown in full. Every email - no deletions.
A true record. Please advise if this is acceptable
to you?
We will are quite willing to open this correspondence
to public scrutiny if you are.
Rgds,
Jocelyn Ollett.
From: AM
To: Joss Ollett
Sent: Wednesday, October 24, 2012 9:31 PM
Subject: Re: Customer reviews.
No, I don't wish.I will send a review and I want
you to publish it exactly in the way I wrote it without
any of your revision or corrections.It is very strange
to me that you don't have a free option for your customers
to leave a feedback directly on your website.
Thanks,
AM
From: Joss Ollett
To: AM
Sent: Thursday, October 25, 2012 2:24 AM
Subject: Re: Customer reviews
We started our webshops nearly seven years ago. At
the time website feed-back wasn't something that was
built-in.
So later we included customer reviews. We've printed
the very occasional critical comment, we're not perfect
- but the truth is the vast majority of what we receive
is complimentary.
Look forward to your review, and will print it in
The Leather Travel Bag Overseas Customer Reviews.
Rgds,
Joss
From: AM
To: Joss Ollett
Sent: Tuesday, November 06, 2012 8:01 PM
Subject: Re: Customer reviews.
Feedback:
The worth online shopping experiance ever!!! I was
looking for a leather travel bag online and found
this shop.I really liked one bag(CH-48 Dark Brown
Chestnut) and I did order it..I could not order directly
through the website because it appeared that website
allowes only local delivery so I had to write an email
to place an order for the local delivery and then
they changed it to international.That part was really
confusing and I didnt feel comfortable and safe doing
it.Well,after week or week and a half I got my package..When
I opened it I was shoked!! I got absolutely different
item..The bag was totally diffrent from the one I
saw online!!! Just different style,color,leather..everything!!!I
immediately wrote message to the person I place an
order with.He informed me that it is my fault because
I ordered a wrong color and there is nothing he can
do.He gave me two options: return bag(I had to pay
$70 shipping cost) or sell it on ebay. That is not
the way you treat customers!!!! I know what I ordered
and they send me a wrong item claiming that they have
ONE PICTURE FOR ALL COLORS. Meaning that most of the
bags arent posted online and you never know what are
you going to get in the end....And yes,I coulnt find
photo of the bag they send me!!!
The most confusing websirte and the rudest customer
service EVER! WILL NEVER COME BACK AND DONT RECOMMEND
THIS SHOP TO ANYONE!
Thanks,
AM
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