Owen S. Complaint -
SAN FRANSICO, CALIFORNIA -- February 9, 2001
To Whom It May Concern,
I am writing this letter to express my dissatisfaction of your products, service, and lack of professionalism. I originally purchased three skirts (style # 5132063) from ESPRIT. I sent an email to your customer service department and received a fast response back from Vicky Laguint letting me know that I am not the only person that has had problems with these skirts. Vicky then asked me to send in my clothing that was damaged and told me that I would be reimbursed for the clothing, skirts, and postage. I asked her if I needed to send the skirts and she told me that it was not necessary. After sending the skirts, a month went by and I did not hear anything from ESPRIT.
Once again I contacted Vicky and she told me that she was back logged because of the holidays and unplanned sick leave. She also told me that I would have an answer by early next week. This was December 7th, and I still do not have an answer. I contacted Vicky by phone on January 2nd because I feel that three months is adequate time for ESPRIT to assess the damage of clothing and informed her that I wanted to talk to her supervisor.
Kristel Craven contacted me via email to let me know that she would be handling the situation from now on. She advised me to send the skirts, which I did, to ESPRIT. She also told me that Owen would be calling me soon. This was on January 30th. I have not heard from Owen or Kristel. I left a message on Owen’s voicemail as well as his assistant’s and still have not heard anything.
For such a reputable company I am really surprised at the lack of response time. I am not sure where to go from here. I am enclosing a copy of every correspondence letter and email that I have regarding this matter. I am not willing to stop here. This is not an issue that I am going to forget about or give up on. I am asking that ESPRIT send me a check for $500.00. I came up with this amount from the $242.00 that I paid for clothing that was ruined by the skirts, $160.00 that I paid for the skirts, and the remaining amount is for the time that I have spent dealing with this matter. I feel that this is a reasonable amount considering that most of the clothing damaged can not be replaced.