I ordered a SWAT hat from US Wings on 8/9 for $18.66 (12.71 5.95 shipping). Upon receipt of the hat, I noticed that the embroidered SWAT logo was crooked.
I sent the following via email to [email protected]: "Yesterday I received my new SWAT cap from you (order#XXXXXXXXXXX) and was very pleased to see and feel the quality of the cap. However, later in the day, upon closer look, I was surprised to notice that the SWAT embroidering is crooked on the front of the cap. Although it is not extreme, when viewed straight on, it makes the cap appear crooked. Anything we can do about this?"
I closed the message with my home, office, and mobile phone numbers and my email address.
2 days later, I sent the message, "Are you going to ignore me? 2 days and no response." along with a resend of the original message.
10 days later, I called U.S. Wings. I was instructed to send them the defective hat along with a letter detailing my concerns. I was unhappy with this as I would incur additional shipping charges. They said that they would refund the shipping charges and throw in a hat advertising their company for free. I drafted a lengthy letter detailing my dissatisfaction with their return policy and defective product, packaged the hat with the letter, and waited for a week for my new hat.
Instead I received a letter from U.S. Wings thanking me for my "very lenghty and informative letter." The letter included a refund check for $16.56, which "will cover the cost of the cap and the return postage fees you incurred."
They shorted me my original $5.95 that I payed for them to ship the defective hat to me.
The letter also stated the following:
"Please accept our apologies if the cap wasn't to your very precise specifications. To the naked eye the cap looks fine. You would have to use a measuring tape to notice the 1/16th of an inch mis-stitch (We know the exact measurements because we couldn't find anything wrong with the hat so we measured every single letter and the spacing in between)."
I did not have to use a measuring tape. It was crooked to my naked eye in a rear view mirror. It was not a "mis-stitch." It was a crooked embroidered SWAT logo along the front of a baseball cap.
The last paragraph of their return letter reads as follows:
"US Wings does not tolerate verbal and or written abuse aimed toward our customer service representatives or our business. Therefore, you have been added to our "do not sell to" list and no further correspondences will be acknowledged."
The closest I came to verbal abuse was in explaining to the customer service rep that I had attempted to contact them via email (their preferred contact method) twice without a response, that I was not satisfied with incurring additional shipping charges, and stating clearly (without obscenity) that I was very irate.
Since they refuse to acknowledge me when all I wanted was a non defective product, I have chosen to make sure that you all know what kind of a business they are.
I have copies of ALL correspondence between U.S. Wings and me, and would be happy to forward copies to any interested parties.
They won't tolerate what they call abuse, but I, a paying consumer, am supposed to tolerate being treated like this?
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