Earlier this month I purchased an M41 Field Jacket, one of the few WWII Gi items he sells. When I got it out of the box I could immediately see that the color of the shell and liner were pretty far off. But then again, color can be a little off in originals as well. Then I tried it on... The collar did not fit right, the epaulets were on the front of my shoulders and the back of my shoulders were so puffy from excess fabric, I could fit a parka under it. Needless to say, I was not pleased with the jacket.
The next week I contacted Nick about the issues i was having with the jacket, here is where it goes from bad product to horrible support:
I would like to return this coat, I just really do not like the way it fits. It is unused. What do I need to do?
To which he responded:
Exchange it for another size?
No, it's not a size problem, it is a fit problem. For some reason the back around the outside of the shoulders is loose and puffy and not tight like it should be, also the epaulets sit way forward on the shoulder. However, the rest of it seems to fit fine. I have worn a few M41s and can tell you the fit is different. I have been very happy with your service, just not, unfortunately, with this particular product.
I received no response from the last email. A week later, after Thanksgiving. I wrote to Nick again:
I am writing again about returning this jacket, I never heard back on my last message. What is the address I need to send it to?
He finally responded with this:
I thought about this and it is absurd to suggest that I make custom made M41 field jakets. We have a two day inspection and a 30 day guarantee on normal wear. You are long past the two day inspection.
Two Day Inspection! I couldn't believe that anyone could have a two day inspection policy. This made me a little angry...
I didn't ask for a custom m41, just for one that fits right. 2 day inspection is a ridiculously short period of time, every other business in the world (including mine) has a 30 day policy. I didn't even get a chance to try it on until after the 2 days. I haven't worn the jacket, I've only had it two weeks, and I don't want to argue about returning it!
Again, no response to my message, only silence. Today I wrote him again for the last time:
Once again, another email without a response. As a business owner I am astonished at this lack of customer and product support. I cannot imagine treating one of my customers this way. If something is wrong with the product you make it right, if you can't make it right you offer alternatives, if you don't have any alternatives you allow the customer to get the right thing elsewhere. None of those things seem to be happening here.
I had high hopes of doing future business with you and was prepared to purchase the BFoNG Thompson as soon as it was available. However, if current experience of product quality and support is any indication, the gun would have to be field tested in 2 days and broken in less than thirty to get anything other than, too bad. If that be the case, my time and money are better spent elsewhere.
I wish to continue business with you, and hope to have a fast and satisfactory resolution to this issue.
To which I received the curt response:
The matter is closed.
I am not one to point blame, his "Shipping and Returns" page does indicate a 2-day inspection policy, but I is buried and in with another 30 day garment policy.
I mean to show this as a point of complete inflexibility and lack of caring about his customers. I will never purchase another product from this individual again.
Edited by TheGrayGhost, 29 November 2010 - 03:29 PM.