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Showing 1 of 142 conversations about:
hk2np
1
Nov 24, 2018
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very poor customer service, I didn’t like the hat, had a really difficult time to get a refund, although mine wasn’t a mass drop purchase, just be aware
Nov 24, 2018
BlackRock
187
BlackRock Gear
Nov 24, 2018
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hk2npHow was our service bad HK2NP? Just be aware??? I work very hard to get everyones emailed answered quickly. Usually it's same day, sometimes it's a few days if I'm gone over the weekend. I'm the only guy that does it too, so if it was bad or if I missed an email that was me. I sometimes handle a hundred emails a day during the busy season, so if I did miss something I'm sorry. Lots of times people never even ask for a refund until weeks after a purchase or never get back to me. I'm interested though in how my service was bad? As for a refund, I don't see how it can be easier? You send the gear back, I cut a refund.... I should have emailed you saying to mail it back and include a note asking for a Refund or Exchange. When it shows up we cut the refund. Can't be any simpler than that? Thanks, Evan Cabodi Black Rock Gear
Nov 24, 2018
hk2np
1
Nov 24, 2018
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BlackRockPlease provide a B&M return mailing address on your website , one doesn’t need multiple email exchanges to get a refund processed, first email to contact that we need a refund, the response to that takes forever & needed several emails., there was another email sent requesting the return address. After that a note & billing receipt is included & return item mailed with USPS tracking, hear nothing. On further contact was told ... it must be in one of the bins & it is missed. All of this makes for very unpleasant shopping experience, more than happy to support cottage industry business owners but some of the issues need to be addressed, that is my experience & hopefully something positive can come out of this since you have asked for feedback as to what went wrong or how things can be improved
Nov 24, 2018
BlackRock
187
BlackRock Gear
Nov 25, 2018
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hk2npI'm really sorry Ramesh. We are just a very small cottage industry. We aren't a huge mega company where you can return goods without contacting anyone by some online automated form. And yes, our address is NOT posted online. We get ridiculous mail and people showing up when we do ;) Tried it... Our shop is small and nothing more than a small production floor filled with goose down, fabric, cutting tables and sewing machines... The address IS located on both your invoice when you purchase the gear and again on the envelope containing your hat. So if you really wanted to you could have sent it back to that address with a note saying "Refund". We do make it very simple though. If EVER you get a piece of gear from us that isn't right, doesn't fit or simply isn't what you wanted all you've got to do is shoot us an email. I will instruct you to send the gear back USPS 1st class for cheap and ask you to include a very simple note asking what you want. We don't generate RMA numbers, we just restock new/unused gear and ship back requested exchanges until we get something that works for you. I never heard back from you or got a note. So we had to wait until we figured out what you wanted done with the hat. It took longer than you expected and I'm very sorry about that. We do lots of gear in and out all week long. Most exchanges and refunds go quickly. We do bin any gear we can't identify so like yours it sat until I could place an owner with the gear that arrived. We also don't include an invoice or added paperwork when we ship gear out. I've focused hard over the years to minimize our footprint. We seal hats in shrink wrap that can be recycled. We use 9x11 envelopes that can be composted along with the handspun hemp twine and hang tag. Even the safety pin is USA made and can be re-used. In the end you should have nothing more than the gear that you can wear and love for years to come. Sorry for your troubles, Evan
Nov 25, 2018
14themoney
1395
Nov 26, 2018
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BlackRockYou sound like a good guy. If I lived north of the Mason-Dixon line, I just might get one. My hooded Carhartt and $5.00 TJMaxx beanie does the trick for me in TN.
Nov 26, 2018
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