Beaux Biens.com
Complaint 365634 Details

Dear Scambook guys,
I cant fully express my frustration with this so called "legit" company who has not responded to my countless emails (sample below) regarding shoes I ordered months ago and never arrived despite they said that they would.
I tried BBB and they never responded to that. I am now trying you and I hope you take this case. I have all the information including the order#s.



From: Deepak Yadav <[email protected]>
Sent: Sunday, October 1, 2017 12:27 AM
To: Dan Heselton; [email protected]
Subject: Re: Order 4259 at New England Outerwear

Greg,

Do you have any take on how your buddy is handling the customer service. It has been many months and return my money!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

reminder # 14

From: Deepak Yadav <[email protected]>
Sent: Tuesday, September 26, 2017 2:49:19 AM
To: Dan Heselton; [email protected]
Subject: Re: Order 4259 at New England Outerwear

Dan or Greg,

Please reimburse my money for the cancelled orders at the below email address via paypal. You asked for paypal account in the past which was not ready for me and now it is.


Email address: [email protected]





From: Deepak Yadav <[email protected]>
Sent: Friday, September 22, 2017 12:38 AM
To: Dan Heselton; [email protected]
Subject: Re: Order 4259 at New England Outerwear

reminder # 13

From: Deepak Yadav <[email protected]>
Sent: Tuesday, September 19, 2017 10:05:41 PM
To: Dan Heselton; [email protected]
Subject: Re: Order 4259 at New England Outerwear

Reminder #12

From: Deepak Yadav <[email protected]>
Sent: Thursday, September 14, 2017 6:23:58 AM
To: Dan Heselton; [email protected]
Subject: Re: Order 4259 at New England Outerwear

Reminder # 11

From: Deepak Yadav <[email protected]>
Sent: Sunday, September 10, 2017 9:36:04 PM
To: Dan Heselton; [email protected]
Subject: Re: Order 4259 at New England Outerwear

Reminder # 10

From: Deepak Yadav <[email protected]>
Sent: Tuesday, September 5, 2017 9:40:09 PM
To: Dan Heselton; [email protected]
Subject: Re: Order 4259 at New England Outerwear

Dan,

I know you are getting these messages and I want to settle this. To compensate for the massive delays and me still not able to get my money back, I propose the following to settle this once an for all. I am also willing to accept a timeline of your choosing to get this settled.


-My money back from cancelled orders via check as I dont have paypal and you previously said check is ok.

-Gift card for two pairs of shoes.


I will be waiting as usual for your response

Thanks

Deepak



From: Deepak Yadav <[email protected]>
Sent: Tuesday, September 5, 2017 9:35:27 PM
To: Dan Heselton; [email protected]
Subject: Re: Order 4259 at New England Outerwear

reminder # 9

From: Deepak Yadav <[email protected]>
Sent: Monday, September 4, 2017 11:49:54 AM
To: Dan Heselton; [email protected]
Subject: Re: Order 4259 at New England Outerwear

reminder # 8

From: Deepak Yadav <[email protected]>
Sent: Friday, September 1, 2017 9:00:57 PM
To: Dan Heselton; [email protected]
Subject: Re: Order 4259 at New England Outerwear

reminder # 7

From: Deepak Yadav <[email protected]>
Sent: Thursday, August 31, 2017 5:02:02 PM
To: Dan Heselton; [email protected]
Subject: Re: Order 4259 at New England Outerwear

Reminder #6

From: Deepak Yadav <[email protected]>
Sent: Monday, August 28, 2017 11:02:20 AM
To: Dan Heselton; [email protected]
Subject: Re: Order 4259 at New England Outerwear

Reminder # 5

From: Deepak Yadav <[email protected]>
Sent: Sunday, August 27, 2017 1:23:24 PM
To: Dan Heselton; [email protected]
Subject: Re: Order 4259 at New England Outerwear

Reminder #4

From: Deepak Yadav <[email protected]>
Sent: Thursday, August 24, 2017 11:15:22 PM
To: Dan Heselton; [email protected]
Subject: Re: Order 4259 at New England Outerwear



Reminder #3 please respond

From: Deepak Yadav <[email protected]>
Sent: Thursday, August 24, 2017 12:15:34 AM
To: Dan Heselton; [email protected]
Subject: Re: Order 4259 at New England Outerwear

Reminder #2 please respond

From: Deepak Yadav <[email protected]>
Sent: Tuesday, August 22, 2017 6:56:44 PM
To: Dan Heselton; [email protected]
Subject: Re: Order 4259 at New England Outerwear

I will from now on send you reminder with numbers everyday and see how long it takes for you to respond.

Reminder # 1
From: Deepak Yadav <[email protected]>
Sent: Tuesday, August 15, 2017 12:00:35 AM
To: Dan Heselton
Subject: Re: Order 4259 at New England Outerwear

Hello????

From: Deepak Yadav <[email protected]>
Sent: Monday, July 31, 2017 9:20:02 PM
To: Dan Heselton
Subject: Re: Order 4259 at New England Outerwear

Thanks however I offered my home address to you for last refund which never reached so I am hoping that this one reaches. Our interaction started in Feb and it is almost August.

I take your word for the cosmetic aspect of the thread quality so I will keep your shoes and hopefully they will last. However for all the hassle and massive delays that I had to go through do you think a customer like me is entitle for some compensation? I let you decide what and how much is fair or that it is unfair for me to ask for anything.

From: Dan Heselton <[email protected]>
Sent: Monday, July 31, 2017 7:00:22 PM
To: Deepak Yadav
Subject: Re: Order 4259 at New England Outerwear

Hi Deepak,

You've been refunded for the pairs you have not received. We won't be accepting the boots as a return, but we can easily fix the issue of the thread. it's purely cosmetic since they are unlined. If you'd like that I can send you a FedEx label. Let me know.
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On Mon, Jul 31, 2017 at 3:16 AM, Deepak Yadav <[email protected]> wrote:
You are leaving me with no choice but to explore my options to complaint against you at any forum or consumer protection agencies and ask for compensation unless you are willing to settle this and we go our separate ways.


From: Deepak Yadav <[email protected]>
Sent: Wednesday, July 26, 2017 1:23:13 PM
To: Dan Heselton; [email protected]
Subject: Re: Order 4259 at New England Outerwear

Anyone listening??

From: Deepak Yadav <[email protected]>
Sent: Friday, July 14, 2017 12:43:18 AM
To: Dan Heselton
Subject: Re: Order 4259 at New England Outerwear

When I asked about you give 2 pairs for free, it was not about getting free stuff, it was to see how responsible or bad you feel when you screw up but boy you have hit the record. You guys just dont care.

Just give my money back and cancel everything, I dont have any freaking patience left for your inefficiency, callousness, lack of empathy for the customer, any respect for someone's time. By the way I also want to return the shoes I have from you (see your last email below) with terrible stitching.

So in sum, I dont want to have anything to do with you and it was biggest mistake I made trusting you guys and you couldnt resolve any issues since February.

JUST GIVE MY MONEY BACK if you have any iota of decency and respect left for the customer.


From: Deepak Yadav <[email protected]>
Sent: Thursday, June 22, 2017 12:49:16 PM
To: Dan Heselton
Subject: Re: Order 4259 at New England Outerwear

Hi Dan,

As I mentioned earlier and this time I have attached a couple of pics, the thread is coming out near the laces in both shoes. It doesnt look good and shouldnt happen that early on and I am hoping it is not a quality issue and that threads elsewhere are stable. My left feet just couldnt get accustomed to this particular last and there is always pain in the toe area. That is why I am going for size 10.5 with the burgundy cataumet hoping it works because the current chukka I cant wear anymore.

Please send the check to the address 13129 Old west Ave, San Diego, CA 92129 and payable to Deepak Yadav.

I think after all the hassle and delay at least you can offer one pair.

Please make in Burgundy and in size 10.5.

Please confirm and I hope things get wrapped up soon,

Best,

Deepak




From: Dan Heselton <[email protected]>
Sent: Tuesday, June 20, 2017 7:28 AM
To: Deepak Yadav
Subject: Re: Order 4259 at New England Outerwear

Hi Deepak,

How about we offer the full amount towards any pair, that way you don't have to both with any discount or processing any more payments. Alternatively I could send a check.

We can absolutely make it in Burgundy

We won't have another sample sale for quite some time now since we just had one.
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On Sun, Jun 11, 2017 at 4:07 AM, Deepak Yadav <[email protected]> wrote:
The below questions I had asked before and not answered so I will ask again

Without paypal what is your alternative for reimbursement

Can the pair be made in Burgundy

Discount code for $150

When is your shoe sample sale on the net


From: Dan Heselton <[email protected]>
Sent: Wednesday, June 7, 2017 8:57:40 AM

To: Deepak Yadav
Subject: Re: Order 4259 at New England Outerwear

Yes Deepak, I will make the code and reply today!
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On Mon, Jun 5, 2017 at 3:29 PM, Deepak Yadav <[email protected]> wrote:
Awaiting for your response!

From: Deepak Yadav <[email protected]>
Sent: Saturday, June 3, 2017 7:04:59 AM

To: Dan Heselton
Subject: Re: Order 4259 at New England Outerwear

Dan! Please let me know if you have questions.

From: Deepak Yadav <[email protected]>
Sent: Wednesday, May 31, 2017 11:26:15 AM
To: Dan Heselton
Subject: Re: Order 4259 at New England Outerwear

Thanks Dan! I dont have paypal, perhaps you can put the money back on the credit card I used to purchase it? Appreciate your offer for the $150 credit towards future purchase. As you can see my "greed" was to get more of your shoes since I love the material and style hence the request for extra pairs. I guess I keep this email as a proof for this or you send me some sort of discount code?

I didnt know that the other pair will be worked on soon so if I may ask you for a favor to make it in burgundy leather instead of black as I asked for earlier. If it is too much hassle then it is ok. I am hoping if it is black then you are using your Acadia leather (link below) which looks stunning with its intense blackness.



https://www.instagram.com/p/BF3tK80rvv1/?taken-by=newenglandouterwear


Also, when do you normally come up with sample sale. I believe I didnt get the email the last time. This sale will help me order more as it is more affordable.

Best,

Deepak

From: Dan Heselton <[email protected]>
Sent: Tuesday, May 30, 2017 7:38:16 PM
To: Deepak Yadav
Subject: Re: Order 4259 at New England Outerwear

Hi Deepak,

Obviously there was a breakdown in things here. I think part of it has to do with the timing of you order and our transition to a new ecommerce engine/cart, and also the mix of sale items, returns and refunds. So lets start fresh.

Do you have paypal? Shoot me your info if so and I will send that to you ASAP.

For Whatever reason the pair you returned, being different that the remake confused our production team and they never came to me for that. I have clearified with them and they are on it to make you the pair you were looking for.

As for your request to make you two pairs, I think that is a bit much, especially considering that you ordered two pairs that were deeply discounted and asked for a refund on one of them. But lets get you this pair and make sure you are happy with it and I would be happy to credit you $150 towards a new pair.

Let me know how this sounds. Thanks again for your support.
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On Mon, May 29, 2017 at 7:06 AM, Dan Heselton <[email protected]> wrote:
Hi Deepak,

I'll be sure to reply as soon as I am back at my computer later on today

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--



Dan Heselton
Brand Director
Co-founder
The New England Outerwear Co.

On May 29, 2017, 2:34 AM -0400, Deepak Yadav <[email protected]>, wrote:
Please respond!!

From: Deepak Yadav <[email protected]>
Sent: Monday, May 22, 2017 11:22:48 PM
To: Dan Heselton
Subject: Re: Order 4259 at New England Outerwear

Dan,

Dont know where to begin but I would summarize everything in points for clarity


-No news on the pair of shoes you said you will comment on right away even after a month

-I thought it happened already but I am shocked to see that one refund for a cancelled order(# 4259) back in February has not been processed yet.

-Most importantly, I was so excited to get the shoes that I promised a loved one for a pair but I had to retract a a bunch of times because of non delivery. It has made me look so bad and embarrassed.

-You mentioned you are couple of guys and busy. Being busy is a good thing initially in the business but if too busy leads to customer neglect then you need to hire people to take care of it. I read similar complaints from customers couple or so years ago and your response was the same that "we are couple of guys and are busy". Very sad to say that situations has not changed. Either you dont care because I am a small customer and/or you only care only for big orders. It is not a good business plan nevertheless.

-The chukka bison boot has started to show unraveling of stitching near the shoelaces already (I can send you pictures). It may not be serious as it doesnt directly affect the integrity of the shoes but I thought I let you know as it looks like a poor quality stitching for that pair for some reason? Also directly underneath the sole of the foot there is a small pointy thing that is coming. it has not bothered me yet but this is FYI.

-No one has time to check on an order for shoes and follow for months on end when the shoes will arrive or refund will take place. If you take a look at the original order, it is almost three months.

-I had told so many friends about you guys now I may have to update each and everyone of them on social media the type of experience I received. If you put yourself in my shoes, I hope and wish you do understand. I am not even pissed, it is beyond that I am very disappointed because I still love your shoes and you permanently lose customers like that.

If you have any ideas as to how to rectify the situation, I am all ears but I believe for the hassle, time and poor service, I am receptive towards some sort of incentive from you as a gesture towards good customer service. One idea is a couple of pairs free of charge.

I dont know when you will respond or if you will respond but I am hoping that you will. I had such a wonderful customer service from Quoddy but I didnt like their shoes as much as I like yours.

Thanks for your time and consideration

Deepak


From: Dan Heselton <[email protected]>
Sent: Friday, April 28, 2017 7:27:33 AM
To: Deepak Yadav
Subject: Re: Order 4259 at New England Outerwear

Hi Deepak!

Will reply right away, thank you for poking me!
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On Fri, Apr 28, 2017 at 10:26 AM, Deepak Yadav <[email protected]> wrote:
trying again to reach you!!!

From: Deepak Yadav <[email protected]>
Sent: Saturday, April 22, 2017 2:12:26 AM

To: Dan Heselton
Subject: Re: Order 4259 at New England Outerwear

Hi Dan,

It has been a few weeks. You said you will let me know the progress after checking with the production?

Deepak



From: Dan Heselton <[email protected]>
Sent: Friday, March 31, 2017 12:08 PM
To: Deepak Yadav
Subject: Re: Order 4259 at New England Outerwear

Yes that is confirmed Deepak, as you have above. Black CXL sz 10.
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On Thu, Mar 30, 2017 at 4:01 PM, Deepak Yadav <[email protected]> wrote:
So to confirm, for the exchange you are making New England Outerwear 4 Eye Cataumet Black CXL size 10. I think I might have written navy CXL in the online form so I wanted to double check and confirm.

Thanks

Deepak



From: Dan Heselton <[email protected]>
Sent: Thursday, March 30, 2017 11:19:22 AM

To: Deepak Yadav
Subject: Re: Order 4259 at New England Outerwear

Awesome man, I see that you filled out the return form so thanks for that. We can fill in the details from your note, I will confirm that we have the materials and all that too.

Let me round up with production and confirm!
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On Thu, Mar 30, 2017 at 1:05 PM, Deepak Yadav <[email protected]> wrote:
The shoes were returned via USPS and you should have received them by now. The shoe box also has a small note explaining the return and choice of the shoes for the exchange.

Please let me know if you have received it and the steps moving forward.

Thanks

Deepak

From: Deepak Yadav <[email protected]>
Sent: Friday, March 24, 2017 1:44:36 PM

To: Dan Heselton
Subject: Re: Order 4259 at New England Outerwear

Hi Dan,

Another update, I have been trying shoe tree to open up the chukka and it might be working so I think there is no need to make another pair as 10.5 size for the left and 10 size for the right. I will take your advice that shoes will open up with time and thus could you please just make size 10 and disregard the earlier request for different size shoes.

I will also send your online form for this request. Please let me know if it is possible and it is fine it will take some time. As long as I have an idea, it is all good.

Have a great weekend to all of the NEO team

Best,

Deepak



From: Deepak Yadav <[email protected]>
Sent: Thursday, March 23, 2017 12:57 PM
To: Dan Heselton
Subject: Re: Order 4259 at New England Outerwear

Dan,

I dont see the refund but I will let you know after waiting a couple of more days if it doesnt arrive. On another note, the bison chukka as comfortable as it is for my right foot, after wearing more I find it very painful near the toe area for my left foot which I know is a bit bigger in my case.


However the size 10 by and large has worked for me with other companies in the past but going forward with your shoes (again I love your quality and style and I would like to stick with it if possible), may I ask if it is possible to make a pair described below in the manner that the pair contains left foot made in size 10.5 and right foot made in the size 10? I have never tried it and I know leather expands but there was no breaking period for my right foot and I am not sure further breaking in will really help my left foot.





Again, thanks for getting back to me, I am all for patience as long as I know I am being heard. I know it is important because I managed tech support for a biotech company for many years. My two cents although I can imagine how busy you must be considering your size as you said.

Please let me know if you have questions.


Best,

Deepak

PS: For sample sale is there any part of the year it happens so that I can start to save more money for these excellent shoes.

From: Dan Heselton <[email protected]>
Sent: Tuesday, March 21, 2017 10:55:55 AM
To: Deepak Yadav
Subject: Re: Order 4259 at New England Outerwear

OK Deepak!

Thanks for your patience man, really appreciate it. We are VERY small and have a ton of emails to answer along with actually making the shoes.

So please send back the Cataumets you are returning. The return address is

New England Outerwear Co
550 Lisbon St
Lewiston ME 04240
Attn Returns.

Please also complete this return form, in it please explain which style you would like to have made in its place and we will get cranking as soon as they are back in our doors.

https://app.smartsheet.com/b/form?EQBCT=6d3642e924f3470aa249ab9805d1f313

We did refund the transaction so you should be good with that, let me know if you do not see within the next few days,

I've also added you to our mailing list, when the next sample sale goes out you will get the email, along with all our others for new product and things like that.

Let me know how this all sounds man, thanks again for your patience.
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On Mon, Mar 20, 2017 at 11:14 PM, Dee