Complaint Review: Otter Box - Nationwide

If you look around this site you will see that it is pretty much standard operating procedure that when someone says something that the poster doesn't agree and has nothing to defend their position they go to the default of accusing the person for working for the company.  I personally think I have been accused of working for a couple dozen companies. Yet they have been wrong about that every time...and you haven't broken that streak.

However, the only thing that this does is expose the poster's claim for what they are...meaningless and without merrit.

By the way, let me just leave you with some thoughts on your "The customer is always right".

So a couple of stories from my time in retail several decades ago.

A customer comes in the Saturday before Superbowl Sunday to buy a Big Screen TV.  Then on Monday Morning they bring back the TV opened and repackaged without the Remote.  The reason they say they are returning it is because it doesn't fit where they wanted it.  The store was willing to return it but because they didn't have the remote wanted to deduct the cost of that.  The customer wanted a full refund.

A customer purchases a shirt, but then returns it a couple of days later without a receipt.  The store policy is to return it at the lowest sale price.  But the customer says it was paid at full price and wants full price.  Even though the sales associate remembers them buying the shirt during the current sale.

So are these customers part of your "always right"?  Or does your "always right" have limitiations, and you would like to rephrase that statement.

I would like to add the following:

1) The Post office gives the consumer a receipt.  Items were mailed back to Otter Box on 12/14 within 24 hours of my request, and I as the consumer offered to pay shipping so the cost to Otter Box for the return of my merchandise to me was Zero Dollars.  Had Otter Box doubted that merchandise was returned they could have requested I fax proof of mailing and/or waited until merchandise was returned to ship out the new merchandise to me.

2.) Had I gone to a brick and Mortar Store they would have installed the case on my childrens Ipads for them and we would have known which ones fit and which ones did not.  Apple sells Ipdas that say Ipad Air on the Box and the Ipad Air 2 is in very small print on the back.  I called in my order, the customer service rep should have been well versed in their products to be able to tell me which product I needed to purchase when I clearly was unsure.  Penalizing the customer for purchasing the wrong product would never have happened in a brick and mortar store!!!  

At the end of the day it all boils down to one thing...LACK OF CUSTOMER SERVICE!!!  THE CUSTOMER IS ALWAYS RIGHT...IF YOU WANT TO SUSTAIN A LOYAL CUSTOMER BASE CUSTOMER SERVICE SHOULD BE AT THE FOREFRONT OF YOUR BUSINESS NOT AN AFTER THOUGHT!!!

The cases are in transit so none of your examples apply.  I as a consumer want to make an even exchange.  No other reputable company would rfefuse a consumer an even exchange for any reason!  Some examples may be 1.)  I didnt like the colors 2.) The merchandise was defective 3.) Covers were scratched  

In addition the product I returned was already opened and seemed to have been used so an even exchange was more than warranted anyway.

Otter Box Executive Team - please note Cody incident #13787056 is the person that made the above rebuttal, represents your brand and needs to be fired!

Consumers beware the above rebuttal confirms that!!!  

When you bought the cases they had a 50% off promotion that they honored and you got the cases.  It was only after your "rushing" and not knowing what you wanted that caused the problem.

You see you have two issues.  First, you had shipped them back but they had not received them yet.  So how is a company supposed to know that you really did send them back?  Say you made the whole thing up to just get another couple cases at 50% off?  Yes..there are customers who will try this.

The other side of this is say they did get them and refund it?  Then this becomes a case of you wanting them to honor a sales price after the sale is over.  Out of curiosity if you think that they should still honor the price, just how long should they?  That is if you went back a month later should they still honor it?  How about a year?  Is this a case of they should only have to horor it as long as it took to change your mind?  At what point should they no longer be required to honor a price from a special that eneded.

What do you think would have happened had you gone to a "brick and mortar" store, returned the item in the morning and then changed your mind in the evening and went to go buy it again.  Do you really think that they would honor the sale price you got on Black Friday? 

Yes, you will say that this is not your case, but the fact is that in your case you are asking them to basically sell you another case on the promise that you are actually returning the other cases.  Of course when the other cases are returned you are then asking them to honor the price of a sale that expired.