Return of the EZ Cooldown lunatics

[Calun the Bat]

This one isn't really THAT bad this time.


I mean, yes, their customer service is horrendous. And yes, they're still colossal (insert plural profanity of your choice here).


So what happened was I sent back the spare vest as per their request well over a month ago.


And I wake up today. There I were, just having a decent day. Did some cosplay work. Got my paycheck from overnight shifts put into my accounts. Got custom furhands from a friend for my Asriel cosplay. And then there's another package in the mail under my Asriel hands.


"What is this?" I wonder.


And then I see it. It's my second "replacement" vest. It has customs stamps and "return to sender" written all over it.


How strange.


I open it, and inside is indeed that second vest. No letter or anything. Just the vest, repacked and sent back to me, after they made a huge stink about me sending it back to them.


I decide to email them to see what was going on. Being the nice person I am, I figured I'd politely ask (can't copy paste, since I used their website's form) but I said essentially "Hey there. A good while ago you asked me to send a replacement vest back to you, since it was the same as the one I had. I sent it back well over a month ago, and just today I came home to find it in my mail and marked with "Return to sender". After telling me to give it back to you, why did you send it back to me? I never got any emails or notices in advance, either."


I just forty minutes ago or so received this reply:
"Hi Gregory,


You returned the vest to us with an indicated value of $200
It was not marked as returning goods so if we would have accepted the vest, we would have to pay about $80 tax and customs fee.
Rejecting the vest was the cheaper option.

Kind regards,
- Pepeyn Langedijk"






I marked it as 200, because that's the value Nori told me she paid. (I believe she said more, but I rounded down to 200 after I asked her) For such a "big and savvy" business, they seem to be pretty freaking inept at like... everything.




Regardless, they've given me the vest back, and now I have no idea what to do with it.

[Vosur Aekira]

In this case, you did do all the steps they prescribed at that time (and then some above-and-beyond). Contact them again and if they request the return once more, request to them to refund the amount in shipping that you've had to forego in this as you paid for the first round and in the current round. Keep receipts of your attempts to return (along with any email contact back and forth) if they try to raise a stink about it.

Also, if they do not adhere to your request for the refund-of-shipping, keep the vest and let them know that they lost their chance to get the vest back as per their instructions being unclear and wasting your time and money.

[Ventus Fall]

So... you have two vests now?
This is so confusing, this is not proper business practise at all, especially not Dutch business practise.
It's not your problem they have to pay for the package if they sent it to you in the first place with the weirdness they pulled.
I dunno, I would simply write something along the lines of "You did not mention HOW I should ship it to you. If you do not want it back, then I'll keep it. It's your fault anyways you shipped it to me AFTER constituing the first vest according to YOU is correct, which it still is not."

And indeed, I also added this, but my connection was too slow xD
The thing what Vosur said. They need to refund your shipping since it's their fault for not telling you how it should be shipped back to them.

Seems Vosur and I seem to agree here

[Calun the Bat]

Yup. And it seems that their final word is just that. Seems they don't want anything else past "It's not worth taking back."


And I'm definitely keeping log of everything that's going on. For being so well reputed, they're extremely shady in their business practice and handling things. (of course, the previous debacle with them leaving a series of massive paragraphs calling me names on their Facebook in response to my review is reason enough to discredit their whole service team).




I get the feeling that they returned it for a couple reasons, all of which benefit them. And considering how surprisingly malicious they seem to be when they perceive that someone has slighted them (at least on the part of their customer service team), none of these would surprise me.


1) the tax and customs is a legitimate thing. As you mentioned, they didn't tell me how to ship it, and I marked it with the value Nori gave me, thus it was their own fault for simply saying "Mail the vest to this address in a soft envelope." as the only instructions.


2) They figured that by giving it back to me, I might keep it and buy spare inserts from them to have two fully equipped vests to go between. Which is a valid thing. They lost the cost of the vests, but this tactic would have me spending money from them, on top of the wasted shipping money. They get sales, and I lose money. Win-win for them.


3) I keep the vest, and sell it off (not needing two) after they decided that they didn't want it. Then they can make a stink later about me keeping the vest and selling it. Which would be the dirtiest tactic they could pull, but in my mind is honestly the one I consider the most. (even though number 2 here is what I think is most likely.)




Bottom line, between this and the last rant post, it's pretty clear to tell that EZ Cooldown is operated by at least a couple lunatics who have no idea what they're selling, no idea how to handle customers with problems, and apparently little in the way of manners and respect. For their self or others.

[Nori]

Ugghhhhh I'm sorry they've been such a pain in the neck, I didn't have any trouble (and was even given free new inserts when one started to leak).
If you want me to message them with anything, let me know, though with con weekend it might be a while still.


They should still understand that, at least mediums, the space for the inserts is too long. And like I said in your other topic about their first silly business, if they changed the design to accommodate them being looser.... then.... make them be able to be loose.


Seriously the velcro for closing the pockets is a fantastic idea, but adding velcro to the inserts as well... what the heck, they don't line up unless you lift the inserts, then there's that bit of space where the inserts will eventually fall from the weight, and go back down to where it's supposed to be.


My small sized vest may work with that design, but it should work with any other size, they literally make them so you can fit into any size.

[Calun the Bat]

At this point, I don't think there's a point to it. They sent it back after asking for a return, and said "it's cheaper to return it to you" because apparently they are garbage and are garbage at communication and service. So I honestly wouldn't worry about sending them a message. The email sounded pretty definitive, so I'm guessing I have a spare now. I might sell it to Cloud, since he was interested.


The only other thing I'd say is that people get vocal so they know that the Medium is indeed problematic. Since they seem to think it's just me. (though comically they have nothing to say on the amended review where you and my brother came to back me up lol)

Ugghhhhh I'm sorry they've been such a pain in the neck, I didn't have any trouble (and was even given free new inserts when one started to leak).
If you want me to message them with anything, let me know, though with con weekend it might be a while still.


They should still understand that, at least mediums, the space for the inserts is too long. And like I said in your other topic about their first silly business, if they changed the design to accommodate them being looser.... then.... make them be able to be loose.


Seriously the velcro for closing the pockets is a fantastic idea, but adding velcro to the inserts as well... what the heck, they don't line up unless you lift the inserts, then there's that bit of space where the inserts will eventually fall from the weight, and go back down to where it's supposed to be.


My small sized vest may work with that design, but it should work with any other size, they literally make them so you can fit into any size.