BAERSkin Hoodie review: Ignored my exchange request after many tries
Replied
I ordered a Softshell Jacket a few weeks before Christmas, I knew it properly wouldn't arrive before the big day that that was OK.
It arrived just in time for the new year, but when I tried it on it was way to big for me, so I thought I'll see what's the best way to arrange a exchange and that when the issues started.
I have emailed at least 4 times, I tried using the chatbot on the web site I don't know how many times but it kept freezing after asking for my email address. I think on about attempt 30 it actual worked and at the end of the chat it gave me a ticket number and said someone would contact me within 24hrs, well they never did and that was over a week ago. I even called them which isn't cheep from the UK but all I got was an answer machine that nobody has even responded to.
Does anybody know how to get these people to communicate?
Desired outcome: All I want to do is exchange the jacket for a smaller one
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Thanks for taking some time to post your feedback here!
We apologize for the frustrating experience you’ve had trying to contact us for an exchange. We understand how disappointing it must be to have encountered multiple issues while trying to resolve this, especially after waiting for so long and experiencing difficulties with our communication channels.
We recently responded to your email to assist with the exchange process. Please check your inbox for further details. We are committed to resolving this promptly and ensuring you get the right item.
We deeply regret the inconvenience and lack of timely responses you’ve faced. We're working to improve our customer service channels and appreciate your patience as we finalize the exchange for you. If you have any additional questions or need further assistance, feel free to respond to our recent email.
Best,
Stephanie
I received emails from Baerskin within 12 hrs of raising this compliant apologizing for not responding.
The emails stated that a replacement Jacket will be sent FOC in a smaller size, but up to this point I have had no notification that it has been dispatched.
I will update this thread as soon as I hear anything.
Fingers Crossed !
Please rest assured that your replacement jacket in the smaller size has already been reshipped, and we recently sent you an email with the tracking information. If you haven’t seen it, kindly check your spam or junk folder, as it might have been filtered there.
We appreciate your patience, and we’re committed to ensuring you receive your jacket as quickly as possible. If you have any additional concerns or need further assistance, please don’t hesitate to respond to our last email.
Best,
Stephanie
The replacement Jacket has just been delivered, so thank you to this site & Baerskin for reacting to the issue. It's just a shame that I had to raise it on here to get a reaction from Baerskin.
Anyway the new one fit much better and it will be going on it's first outing this afternoon when I take the dog for a nice country walk.
Thanks again.
We appreciate you taking the time to share an update. We're glad to hear that your replacement jacket has arrived and that it fits much better! Your satisfaction is important to us, and while we regret that you had to escalate the issue to get a response, we truly value the opportunity to make things right.
We hope you enjoy your first outing with your new jacket, and if you ever need any further assistance, please don’t hesitate to reach out. Happy walking!
Best,
Stephanie
This complaint has been resolved automatically due to user's inactivity.
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