My Scottevest customer service experience

How poor customer service can turn love to the depths of disappointment.

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  1. Backstory: I bought six jackets from Scottevest. Three proved faulty. Scottevest replaced one. Scottevest CEO Scott Jordan claims that the other two jackets were damaged deliberately. They weren’t, and a reputable outdoor clothing repair company has confirmed to me that they have seen the same fault with Scottevest apparel from time to time. Scott says all emails from me are blocked from his server. This effectively forces me to use social media to request he honour his heavily-promoted ‘liberal’ product guarantee. 

    You may want to read this open letter to Scott Jordan, rather than the lengthy correspondence:
  2. You may also wish to read the open letter to Scottevest CEO Scott Jordan that my mother wrote:
  3. It all started with a spontaneous tweet, after I noticed that my three-week old Fleece 5.0 from Scottevest had pocket stitching that had disintegrated...
  4. A few days later, I emailed Scottevest as requested. In addition to reporting the problems with the Fleece 5.0, I also mentioned some issues I'd had with my Revolution Plus jacket that I'd intended raising with them.
  5. From: Ian Fenn

    Subject: Problems

    Date: 6 May 2013 13:41:50 BST

    To: <sales@scottevest.com>


    Hi,


    As I mentioned on twitter, I bought a Scottevest fleece in Austin a month ago. Despite owning it for such a short time, the stitching around the left inside pocket has come undone. You can view the problem here:


    [Private URL redacted]


    This is actually the second jacket that has an issue - the headphone cable grips on the Revolution Plus jacket that I bought from you in August have fallen off. :-/


    It was mentioned that your return process is easy, but at present I split my time between Austin and the UK. I'm currently in the UK, and won't be returning to Austin until July.


    Please let me know what you want to do.


    All the best,


    --

    Ian

  6. From: SeV Customer Service <sales@scottevest.com>

    Subject: Re: Problems

    Date: 7 May 2013 17:15:35 BST

    To: Ian Fenn

    Reply-To: <sales@scottevest.com>


    Type your response ABOVE THIS LINE to reply


    ian

    Subject: Problems


    MAY 07, 2013  |  10:15AM MDT 

    Taylor replied:

    Hi Ian,

    Please accept our sincere apology regarding the defect with your Fleece5.0. We appreciate you letting us know and giving us the opportunity to make things right. Our products are carefully made by hand and go through an extensive quality control process but there are times when mechanical issues arise during or after an initial use period. All of our products are guaranteed against material defects for a period of 2 years from the date of purchase. If there is a problem caused by poor workmanship or faulty material within this time frame, we will either repair or replace the garment.

    To help us maintain our high standards, can you please provide us with with the PO#? This way we can pass it on to our Productions Team. The PO# number can be found on the back of the white care tag located on the inside of the product.

    Can you also please send me your UK shipping address? If you have any other questions please feel free to call me at 866.909.8378

    Thank you,
    Taylor-

  7. From: Ian Fenn

    Subject: Re: Problems

    Date: 8 May 2013 13:52:14 BST

    To: <sales@scottevest.com> 


    Hi,


    As a follow-up, the PO number of the second jacket, the Revolution Plus, is PO 1099.


    I have attached a photo of the cable grips that fell off the jacket. This is the second issue with the same jacket - you sent me a replacement key fob a few months ago as it was poorly manufactured and unusable.


    All the best,


    --

    Ian

  8. From: SeV Customer Service <sales@scottevest.com>

    Subject: Re: Problems

    Date: 9 May 2013 22:04:53 BST

    To: Ian Fenn

    Reply-To: <sales@scottevest.com>


    Type your response ABOVE THIS LINE to reply


    ian

    Subject: Problems


    MAY 09, 2013  |  03:04PM MDT 

    Taylor replied:

    Hi Ian,

    Thank you for the reply. I have sent Laura an email to send you a defective replacement. We are not going to ask for your original defective item back. You may keep/repair it or donate to a charity of your choice.

    In regards to your Revolution Jacket, I am sending you additional wire holders in the mail. The quickest and most efficient way to get this repair done is to contact a local seamstress or tailor in your area to complete the repair. When this is done, please email a copy of the receipt and your mailing address and we will send a reimbursement right away. SCOTTEVEST will pay up to $30.00 for the repair.

    Thank you,
    Taylor-

  9. I wasn't expecting them to send a replacement jacket for the Fleece 5.0, but just to arrange a return for them to repair it, so I was grateful for that. However, I didn't think their solution for the Revolution Plus jacket was workable here in the UK and replied to say this 15 minutes or so after receiving the email. I suggest I return the jacket to Scottevest for repair.
  10. From: Ian Fenn

    Subject: Re: Problems

    Date: 9 May 2013 22:14:51 BST

    To: "<sales@scottevest.com>" <sales@scottevest.com>


    Thanks for the email.


    I appreciate the replacement.


    You may recall that I live in the UK.


    Here, a repair would cost considerably more than $30. :-/


    If you wish to arrange return and repair, that would be fine as it is summer here and I won't need to wear it for a while.


    Thanks,


    --

    Ian

  11. Five days later, I still hadn't heard back from Scottevest so I try reaching out to them again on twitter...
  12. I think I made an error here, in that the jacket wasn't bought in August, but a month or so earlier. It was, however, still covered by the Scottevest 2-year guarantee.
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