You're certainly welcome. If you've read this entire thread, you'll recognize the email exchange that I had with you (page 2 of this thread), which was very helpful. I received my new belts (X2) yesterday, and have been wearing one of them all day today with a Glock 19 and a backup magazine. The belt has held up just fine, and I have no complaints. My wife says it looks sharp too.Kore Essentials wrote:I was the individual who dealt with this Customer (Doyle Sinclair) and his belt issue. I have the entire email thread saved and there is some key information that he's leaving out. And he's been posting on several gun blog sites like this one to make good on his threats to us.
First, he admits he purchased one of our Fashion style belts to use as an EDC gun belt. As a little background - we've been making fashion belts for 3 years now and they are the highest customer rated men's belt on Amazon -- BUT NOT intended to be used as a gun belt. They are made using soft supple leather to hold up your pants and look good - Not to support the weight of a firearm. This fact is boldly stated in all our product descriptions. So he either chose to not read it, or ignored it. We just recently (9 mos. ago) began making our line of patent pending, ratchet style gun belts - the X1 and X2.
The customer said this in an email, (and we quote) "First of all, I realize that the belt I ordered was not specifically a gun belt. If you will look at the pictures I sent, you'd see that the problem had nothing to do with the belt having extra weight on it due to wearing a gun, because the problem is with the trimmed END of the belt. Your instructions specifically states that the end should be trimmed to fit. The end part of the belt where it was trimmed is where the problem occurred."
The reason the leather fashion belt came apart at the trimmed end (where it attaches to the buckle receptacle with teeth) is because of the extra weight and stress of the firearm is literally ripping the belt out of the buckle - at the trimmed end. It's NOT a Gun Belt. I explained that we've seen it happen 2-3 times before with customers using a 'fashion belt' as an 'gun belt'. The extra stress and weight of a firearm pulls the soft leather out of the buckle receptacle and tears it up. He didn't want to hear my explanation and felt I didn't know what I was talking about. I think mostly because he didn't want it to be 'his fault' and just wanted us to replace his torn-up fashion belt with a new leather gun belt.
Unbeknownst to him, however, is that the leather gun belt does NOT fit into the fashion buckle he had (it's not interchangeable and it says so on our website), so therefore we would need to give him the whole new gun buckle and belt set. Again, he didn't seem to grasp this...
Regardless of all this - we decided to send him a new set (gun buckle and gun belt) just to keep the 'good will' and move on. But before we could do so - he sent us an email that concluded with this statement...
"I am not asking for a replacement buckle, obviously I can use the buckle that I have (NO he can't - it's a fashion buckle and not interchangeable), but I would like for the belt itself to be replaced. If you cannot do this then I will just consider the fact that I have purchased an inferior product (No, you bought a fashion belt not gun belt) and I have been ripped off by an unethical and unscrupulous company and I will tell my story and post pics of the defective product on as many social media sites as I can find that include clothing, gun belts, consumer protection agencies, etc etc. How many customers can I warn about your reluctance to satisfy a paying customer about a defective products (he bought a fashion belt, not gun belt) and poor customer relations? How many sales will you lose? Hundreds? We'll see. I hate to do that, but as you can see from the pictures I sent, the belt is obviously defective. Just replace it."
The stuff above in parenthesis are my comments added to correct his misinformation. Which there is no shortage of. His threats made us take pause (this blog post is part of that threat). Who likes threats, when you're trying to help someone? Especially when it wasn't our fault. But in the end, even after the threats, we were going to send him a gun buckle and belt set - and then he told us to forget it and not to send him anything. So we disposed of the already printed shipping label and went about our business. Now true to his word, he is on this blog defaming our customer service, while leaving out vital parts of the interaction.
It's our goal to give great customer service, and as proof we back up all our products with a 1 year warranty. We know it's important to have happy customers. Although, when you deal with thousands of folks - you can't please everyone 100% of the the time. Anyone that's dealt with the general public understands this.
Thanks for reading and the opportunity to set things straight !
Your instance on refusing to own your part in this is not exactly covering you with glory......and now you're going to try and manufacture a criminal case out of it? Seriously? Pride goeth before the fall..........dwsintxs wrote:I have just sent an email to the State of California's Office of the Attorney General with the copy of the threatening email. I plan to follow up with the San Diego police and I will definitely follow up with every criminal and civil legal recourse I can find to stop these morons from their illegal threats.
