ComplaintsforDecky

• Initial Complaint

  11/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  Throughout the last year I have bought products from Decky to put my logo on. Several times now, Decky has sent me defective hats. More specifically, I will receive hats that have a bill attached offset to the cap portion. Decky has in the past provided me with a replacement, but recently will not acknowledge the issue or make it right. They have a serious quality control problem, exemplified by this issue reoccurring over a period of a year on several orders. This is a huge waste of my time and effort. I want a replacement and official complaint against the company, as they refuse to fix their quality control issue. I have reported this issue a few times now and the issue continues to happen. See attached for reference.

  Business response

  11/21/2023

  We are sorry to hear of this customers concern however as our website explains in the terms and conditions, we are unable to issue a replacement for a hat that has been altered in any way. We have replaced the hats for the 2 orders that have been placed with us last year however in this case the hats have been decorated and can no longer be replaced. We suggest that the customer reviews the merchandise prior to decorating in the future.

  Please see terms below: 

  If you have an issue or concern with an order you have received, contact our **************** team at *************) within 10 days. UNDER NO CIRCUMSTANCE will claims or return of merchandise which have been altered/modified/used in any manner other than its original appearance will be accepted. All customized products are FINAL sale
  
  When you call, please have your invoice ready, along with the style number, color and quantity you want to discuss.
  
  Please review our terms before you reach out:
  We do not process returns on printed, washed or decorated merchandise. Tip: Inspect your garments before decorating them.
  You must return defective merchandise to us with a piece of tape indicating the flaw's location. All defective merchandise are subject to inspection and must be returned at the customer's expense. If the merchandise is found not to be defective, we will discard the product without credit
  You must make all claims within 10 days of receiving the merchandise.
  All returns must be received within 30 days from the claim date.
  Without a valid return authorization number, our warehouse will not accept returns.
  All returned or refused shipments are subject to a 25% or $5 (whichever is greater) restocking charge.
  We do not provide cash refunds.
  If we did not process your order accurately, we will send a return label for the incorrect merchandise.

  Customer response

  11/21/2023

   
  Complaint: 20856669
  
  I am rejecting this response because:

  I have reported this product defect in the past and intentionally informed the seller to make sure my ordered product is not defective. Meaning, they intentionally sold me a defective product for profit. I understand there is a policy, but the fact that this is an ongoing and repeated issue displays that the company is selling defective products for profit. I take this as a form of fraud, since the seller has been notified several times in the last of this issue and still continue to sell the defective product. 

  
  Sincerely,
  
  *************************

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