Damaged item
<p>We bought a jacket from our identity account early May on the day I wore it a week after we noticed that it was damaged we took it back to the store we were told that they will send it for assessment 2 weeks after we were called and it was declined when we went to fetch it we were given a number to call, we did and we were sent from pillar to post until we were told its been declined again. We are sitting with an item worth R800 we can't use. Please help.</p> <p>ACCOUNT NO ********** ********** </p>
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Identity's replyOfficial
22 Jul 2016, 13:55We acknowledge your unhappiness regarding the quality of the garment you recently purchased at one of our stores. As we were concerned to read of your experience, we immediately liaised with the relevant Store Manager in this regard.
We were informed that on the day of your visit the garment was assessed by her and as she could not identify if the defect was indeed a manufacturing fault, she advised you that the garment would need to be sent to our Quality Assurance department (QA) at our Head Office for further assessment.
An assessment was conducted by our Quality Assessors and their finding is that the damage on the garment is not a result of a manufacturing fault. The garment was therefore returned to store and as you were not happy with the feedback provided the garment was re-assessed by both the Store Manager and the Area Manager, whose findings were the same as that of our QA department.
Our customers are our number one priority and although we realise that you are not happy with this decision, we hope that you will understand that our findings are conclusive and we can regretfully not accede to your request for a return.
Kind regards,
Identity Online Team
Best regards,
Identity's reply22 Jul 2016, 13:55
Official
We acknowledge your unhappiness regarding the quality of the garment you recently purchased at one of our stores. As we were concerned to read of your experience, we immediately liaised with the relevant Store Manager in this regard.
We were informed that on the day of your visit the garment was assessed by her and as she could not identify if the defect was indeed a manufacturing fault, she advised you that the garment would need to be sent to our Quality Assurance department (QA) at our Head Office for further assessment.
An assessment was conducted by our Quality Assessors and their finding is that the damage on the garment is not a result of a manufacturing fault. The garment was therefore returned to store and as you were not happy with the feedback provided the garment was re-assessed by both the Store Manager and the Area Manager, whose findings were the same as that of our QA department.
Our customers are our number one priority and although we realise that you are not happy with this decision, we hope that you will understand that our findings are conclusive and we can regretfully not accede to your request for a return.
Kind regards,
Identity Online Team
Best regards,