AS
Ashmitha S
1 reviews | Active since May 2015
03 Jul 2015, 10:43
POOR QUALITY JACKET
I am a loyal customer who has been buying clothes for many years from Identity. However in June, I purchased a red winter jacket which I wore once, when I tried wearing it again the next week I noticed that it was fraying quite badly. I then took it to the Springfield Branch and explained that it had only been worn once. I was told it would be sent to the Quality Department for checking and they would call me with an answer. Approximately, two weeks later I received a call that they have found nothing wrong with the garment and there would not return or exchange it for me. No further assistance was provided. How can I be expected to wear a jacket of such poor quality that starts fraying only after 1 wear. I find this unhelpful & pathetic attitude appalling and I will not be shopping at Identity again.
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Identity's replyOfficial
13 Jul 2015, 11:18Hello Ash7,
Thank you for informing us of your concerns and allowing us the opportunity to attend to this matter for you.
Our Returns Policy on defective merchandise states that we will allow an exchange or return on an item provided that it is returned to us within six (6) months of the purchase date; the original invoice is presented as proof of purchase and the garment must have been cared for according to the wash/care instruction label.
We enquired with our the Manager of the store in question, who confirmed that she initially assessed the garment as she could not make a decision, it was sent for final assessment by our Quality Assurance department. Their findings were that the defect on the garment did not arise as a result of a manufacturing fault and as such the return was declined.
As you are unhappy with the decision taken we have enquired with our Quality assurance department to further investigate this matter and provide us with feedback.
We wish to apologise for the delay in our response and are committed to providing you with further feedback upon conclusion of their investigation, that you contact us on *** or e-mail ***.
Kind regards,
Lynn
Thank you for informing us of your concerns and allowing us the opportunity to attend to this matter for you.
Our Returns Policy on defective merchandise states that we will allow an exchange or return on an item provided that it is returned to us within six (6) months of the purchase date; the original invoice is presented as proof of purchase and the garment must have been cared for according to the wash/care instruction label.
We enquired with our the Manager of the store in question, who confirmed that she initially assessed the garment as she could not make a decision, it was sent for final assessment by our Quality Assurance department. Their findings were that the defect on the garment did not arise as a result of a manufacturing fault and as such the return was declined.
As you are unhappy with the decision taken we have enquired with our Quality assurance department to further investigate this matter and provide us with feedback.
We wish to apologise for the delay in our response and are committed to providing you with further feedback upon conclusion of their investigation, that you contact us on *** or e-mail ***.
Kind regards,
Lynn
Best regards,
Identity's reply13 Jul 2015, 11:18
Official
Hello Ash7,
Thank you for informing us of your concerns and allowing us the opportunity to attend to this matter for you.
Our Returns Policy on defective merchandise states that we will allow an exchange or return on an item provided that it is returned to us within six (6) months of the purchase date; the original invoice is presented as proof of purchase and the garment must have been cared for according to the wash/care instruction label.
We enquired with our the Manager of the store in question, who confirmed that she initially assessed the garment as she could not make a decision, it was sent for final assessment by our Quality Assurance department. Their findings were that the defect on the garment did not arise as a result of a manufacturing fault and as such the return was declined.
As you are unhappy with the decision taken we have enquired with our Quality assurance department to further investigate this matter and provide us with feedback.
We wish to apologise for the delay in our response and are committed to providing you with further feedback upon conclusion of their investigation, that you contact us on *** or e-mail ***.
Kind regards,
Lynn
Thank you for informing us of your concerns and allowing us the opportunity to attend to this matter for you.
Our Returns Policy on defective merchandise states that we will allow an exchange or return on an item provided that it is returned to us within six (6) months of the purchase date; the original invoice is presented as proof of purchase and the garment must have been cared for according to the wash/care instruction label.
We enquired with our the Manager of the store in question, who confirmed that she initially assessed the garment as she could not make a decision, it was sent for final assessment by our Quality Assurance department. Their findings were that the defect on the garment did not arise as a result of a manufacturing fault and as such the return was declined.
As you are unhappy with the decision taken we have enquired with our Quality assurance department to further investigate this matter and provide us with feedback.
We wish to apologise for the delay in our response and are committed to providing you with further feedback upon conclusion of their investigation, that you contact us on *** or e-mail ***.
Kind regards,
Lynn
Best regards,