Complaints

• Initial Complaint

  02/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Upon FIRST usage of raincoat, I first discovered neck toggle does not make adjustments, It just slides back not allowing to adjust to size like all other toggles on the raincoat. I reported this, provided detailed information and pictures. Their response was to tie the toggle in a knot. This is not designed to tie a knot. This is designed to slide down to hold an adjustment as the picture illustrates and as they are aware of. All I asked for was to exchange a defective jacket with a new one. Very reasonable request. I am a loyal long standing hurtta customer that never had this problem before and instead of providing an exchange for valid request for a clearly defective jacket they refused to exchange telling me to tie it in a knot. They do not stand behind their product. I am not asking for anything other than what I paid for. Any credible company would have happily resolved the matter. Not so credible.

  Business response

  03/01/2024

  Hello, 

  We immediately responded to the customer to show how to lock the toggles - when the cord is in the circle part of the cord lock it will not stay in place, it needs to be pulled down and locked in for it to stay.

  However, as this was still not working for the customer, sending an exchange for a new item in the same style would not have been helpful as this is the design of the coat. We therefore issued the customer a refund instead on February 27th. 

  Warm Regards, 

  Customer response

  03/01/2024

   
  Complaint: 21350717
  
  I am rejecting this response because:

  I HAVE MANY HURTTA PRODUCTS AND KNOW HOW TO USE THE LOCKS.  THIS ONE LOCK WAS DEFECTIVE AS IT WOULD NOT HOLD WHEN PULLED DOWN TO LOCK IN. AN EXCHANGE WOULD HAVE BEEN THE CORRECT STEP FOR THE COMPANY TO TAKE AS I WOULD HOPE AN EXCHANGE FOR A PRODUCT NOT DEFECTIVE WOULD HAVE SOLVED THE PROBLEM.  THEY DID NOT WANT TO EXCHANGE BECAUSE I PURCHASED THIS ON A SALE AND THEY DID NOT WANT TO EXCHANGE AT THAT PRICE POINT.  I ASKED FOR AN EXCHANGE. ANY CREDIBLE COMPANY WOULD AGREE.  ONCE THEY WOULD HAVE RECEIVED THE DEFECTIVE PRODUCT BACK THEY WOULD HAVE SEEN FOR THEMSELVES IT WAS A BROKEN LOCK.  A REFUND IS FINE AS I AM DISATTISFIED WITH THIS MERCHANT AND HOW THEY HANDLED THIS AND THEREFORE WILL FIND AN ALTERNATIVE WITH ANOTHER MERCHANT.  THEY TOOK A VERY LONG TIME TO RESPOND AND DIDNT PROVIDE A REFUND UNTIL I MADE THIS COMPLAINT.
  
  Sincerely,
  
  ***************************

  Business response

  03/11/2024

  Hello, 

  As mentioned, this lock function is an updated feature from the brand and based on the images, it did not look like the lock was defective, which is why we did not think the customer would be happy receiving a replacement coat with the exact same issue and a refund was therefore issued. 

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