ComplaintsforTotes Isotoner Corp.

• Initial Complaint

  03/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered an umbrella with auto open technology naturally thinking this meant that it opens via button and closes in the same fashion. This is not what I discovered when I opened it and tested it out of the box. I am a disabled person. I can barely even operate this umbrella which has to be manually closed. I contacted customer service and received very unhelpful, terse emails that did not even attempt to problem solve around this whatsoever. I cannot keep this umbrella and I don’t think it is odd to expect a $40 umbrella to close with a button. Since this needs to be returned, I also expect this response to include facilitation of that return easily. I do not have any ability to print out a label. I also expect this to be exchanged for an umbrella that opens AND closed automatically at no cost to me and to be presented with these options. I am including my order confirmation and email exchanges, which were highly unprofessional here. Additionally, if a customer asks for a supervisory review, then they should get one.

  Business response

  03/06/2024

  Item purchased was a Recycled Golf Size Vented Canopy Umbrella with Auto Open Technology.  We also have Golf Auto Open/Close Technology on our website.

  Per the customers request, we will not require a return on the item, but can donate/gift it to someone. A full refund has been issued to the CC used for the original purchase. The consumer may then go out and purchase an AUTO OPEN/CLOSE item that better fits their requirements.
  

   

• Initial Complaint

  01/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought boots in 2021 x 2023. The whole inside would rip so far out of being not comfortable anymore. They were not comfortable anymore I was trying to walk down ******* imagine main stream downtown ******* even ******** Avenue and there’s whole so bad in my shoes that if somehow they also were dry and rocks from somewhere and I don’t know where because I don’t have rocks in my house the next thing is I throw them away so this guy from Totes he has 1 million emails and they keep on repeating and going nowhere and then the one in the last one she says if you can’t find me a receipt because we have a lifetime warranty anyway and by the way when you have a lifetime warranty you better take a federal award for it especially if I showed you my schedule certificate because I said I need this for this important works and you ignored me and you said I will give you an ****** gift card for $40 if that is you you are doing your dearest, my dear, and you go look for Your receipt and you can’t find it well I brought him a receipt because I happen to purchase some for Christmas this was before talking to him and so I have a second receipt and then I showed him that receipt and he says this is not good enough because it doesn’t tell me how much is on the item he doesn’t even offer to replace it he doesn’t offer to give me the full price of a replacement and I’m asking for for a full price of the replacement or at least the ****** gift card for the first one because I threw it away but the fact is all they have a lifetime warranty and how dare you ?

  Business response

  01/26/2024

  I am unable to locate any correspondence (order, email or call) for the consumer listed above. I believe she spoke with someone from ******* Footwear as the winter boot the customer is referring to is a licensed product produced by ******* Footwear and appears to have been purchased at kohls.com.  Generally when a consumer contacts ******* footwear, they require receipts and will offer an ****** gift card versus a replacement or cash refund.

  If the consumer agrees, they can reach out directly to us at **********************, and we would be happy to send a replacement boot from our totes.com site.
  

   

  Customer response

  01/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  Yet I will be waiting. For your reference, reasons for rejection are included below. As I have season four iamb waiting because I was already propose a solution. I was talk to you several times asked for documents several times of which I presented them and they left me in the cold turkey at the altar of the emails and they will not address the fact that they told me that if I had no proof whatsoever I’m talking about no proof whatsoever. They will solve it right away by giving me an ****** $40 gift card but then I said talk to my sister, who bought me the original pair and she gave me a receipt and they said oh the receipt does have a receipt number on it and it just have a date on there I just saw the picture of the boots it just doesn’t have the cost of the boots so I can’t give you any money that goes that retaliates and actually that defies the fact that they were supposed to give me ****** at least $40 is that they did so in a way just to talk for themselves as if to appease themselves so they wouldn’t have to listen to the y just tell me again I have a lifetime warranty 

   

  furthermore, they know the price of their boots in 2021. They know the price of the boots in 2023 and they bought them in December each time I keep on buying them and they’re both lifetime warranty so the problem is why do I keep on buying them because I need them because your quality because you’re a lifetime warranty why did they not satisfy the complete when I gave them a receipt because they don’t wanna look at the price of their own manufacture that’s stupid. I said I paid $100 the first time from Kohls and right now I want $100 cash and if they cannot they shouldn’t giving me an ****** cash card but right now they’re into fraud and they’re dealing with a federal manager. 
  
  Regards,
  
  ***** ****
  

• Initial Complaint

  12/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased these kids boots online and I never received any email confirmation or order number or any kind of receipt. I just ended up receiving these boots in the mail a week or so later with the charge on my card. When I opened the boots one of the two pairs was damaged. I tried several times to reach out to the company through their website and also on ******** as well as email. I even tried calling them on the phone but it just directs you to email them. After all these attempts and failure to get any resolve, I would just like a full refund for these boots.

  Business response

  12/11/2023

  Thank you for contacting totes » Isotoner.

  We have been unable to find an active order through totes.com using the consumer name, address, phone number or email address.  Nor can we locate any email correspondence. 

  We are happy to issue a refund on a defective pair of boots that were purchased through our www.totes.com website.  If the item was purchased through a 3rd party vendor, we recommend returning to the place of purchase.

  If  an order number or PO# can be located, we are happy to issue the refund.
  

  Customer response

  12/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  Attached is the only evidence that I paid for the boots.  I never received an email, text or any type of confirmation with an order number or even some type of receipt.  It seems this is the only way they have been able to response with my issue.

  
  Regards,
  
  ****** *********

   

  Business response

  12/12/2023

  Using your bank data, we have found the order in our ********* site.  A full refund for a defective pair of boots has been issues.

  Customer response

  12/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  In the future, the company needs to be more aware of it's customers and respond to messages in a timely manner.  Also, they need to send out some kind of confirmation so the customer has evidence from paying the company.
  
  Regards,
  
  ****** *********
  

• Initial Complaint

  12/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered one product on 11/13/2023, order number *********. Received confirmation email of order and $40.20 was charged to my credit card. No product received and no email verifying shipping. I have emailed Totes Isotoner 3 times using the contact information on their website. Their only response has been a request to me to review my purchase. I would like to either receive the product OR a full refund. Thank you.

  Business response

  12/07/2023

  We have reached out to this consumer from each of her requests and given her the attached info.  We requested a confirmation of her shipping address prior to replacing the item.  We did not hear back on confirmation of information, however we will reship the item.

  Customer response

  12/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ********
  

• Initial Complaint

  05/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Made a purchase on May 10, 2023, looking for the shipment and once I attempted to reach customer service is when I realized that there was not a customer service phone number available. I emailed them several times just to obtain a tracking number and no one replied. I emailed them a total of 6 times with no response.

  Business response

  05/30/2023

  It appears that the first shipment was late in delivering.  It arrived 7 days later on 5/20.   A replacement was issued on 5/19, and delivered on 5/22.  The consumer may keep/donate/give away the extra shipment.
  

• Initial Complaint

  04/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Regarding Isotoner Ladies Slippers bought at ***** in ***** ** on 12/22/22...List price $38...bought for $18.24. These slippers contain memory foam..item#************* Started wearing these slippers around the end of January. Within a week or so (not realizing it was the slipper) my heel on left foot started to hurt in one spot...couldn't put pressure on it without pain...had no idea what was happening....never ever had foot pain at all. Never thought it could be the slipper...boy was I wrong. I started to check all shoes for maybe a pebble or something...nothing. Then I put my hand in the slipper and for some reason pressed down on the heel part and underneath the memory foam was a sharp point....so what happened was when I put me foot in the weight of my body pushed the foam down. and the point came up. Take your foot out the memory foam goes back. I sent a form to Isotoner with my info hoping someone would contact me....NOTHING... so I went to the store that I bought them in. The store gave me a number to call..****** Corporate office and still couldn't talk to anyone. I have the slipper and my heel is still in pain. I need to know how to proceed and it would sure be nice if someone contacted me. I am not the kind of person to go further with this but if I have to I will. So disappointed in Isotoner. I have been a customert for years and this is just unimaginable that they would not contact me. Hope you can help. Thank you in advance for reading this.

  Business response

  04/28/2023

  We received an email from **********  3/6/23 @5:45PM explaining the issue with her Isotoner slipper.

  We responded to her on 3/7/23 @ 9:46AM at the email provided (********************) letting her know that we were happy to replace the slippers if she would go out and choose a replacement pair.

  We have, to date, not received a reply/response from the consumer regarding a replacement choice.

  See attached for copy of consumer correspondence.
  

  Customer response

  05/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  Per customer phone call on 5/5/2023  "I did not receive an email from the business.  I believe they sent it to the wrong email address.   I would appreciate a phone call from the business. Please at ###-###-####.   Please leave a v/m and your contact number if I am not available and I will return your call.  Thank you"
  
  Regards,
  
  **** *******
  

  Business response

  05/05/2023

  We reached out and left this customer a voice mail at number ###-###-####.   In the voice mail we let her know we would be happy to assist her with picking out a replacement pair of slippers we will send her free of charge.  We asked her to call us back at ###-###-####, repeating it several times) and  let her know someone was available until 6pm today. Also, if she is not able to reach out today that she can call back Mon-Friday from 8am-4pm eastern time.

• Initial Complaint

  02/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This is regarding totes winter boots that I purchased in October 2022 ,the boots are falling apart where they riveted the lace eyelets to the suede material,causing the material to keep ripping apart, I sent all information to totes,now they tell me,to contact Eastman co.in New York? So I did,then I get an email from a company called falcon, so they asked me to send pics and info. I did ,now this falcon wants me to spend 20dollars to ship them to their co. So they can throw them away,and then they may or may not send ma an ****** gift card or not,and will not disclose the amount. By the way the warranty is supposed to be free replacement for a year! This is a scam! I appreciate your help with this matter. Thank you in advance.

  Business response

  03/06/2023

   

   

  On 11/27/22, Mr. ****** sent us an email regarding separation of the soles on his ski boots purchased at Kohls.

  At that time we allowed Mr. ****** to choose a replacement pair from totes.com which we shipped on 12/29/22.  The incorrect

  pair was shipped and when notified of our error, we shipped a new pair on 12/6/22 and sent him an email with the

  FedEx tracking: ********************** which shows delivered on 12/9/22.  We instructed him to keep/gift/donate

  the first pair.
  

   

   

   

   

  Customer response

  03/07/2023

  On March 7th I received a pair of replacement boots. Thank you. 

• Initial Complaint

  10/27/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Brand new umbrella will not stay open and will not close properly. I want to return it but Totes requires me to pay for shipping plus add $5.00 for shipping on their end. Thats $10 at least to replace a faulty umbrella. I request prepaid shipping label like most reputably companies.

• Initial Complaint

  05/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The weekend of Mother’s Day I used my tote umbrella and when I opened it was unable to close it back. The umbrella was used exactly one time and it is sitting in my living room opened and unable to close. I reached out to Tote/Isotoner and their policy is to cut pieces off of the umbrella and mail it in to them to authenticate the umbrella. I then have to pay for the postage and include in the envelope a check or money order in the amount of $5 to cover the postage of the new item being mailed back to me. This sounds ridiculous. i feel like this is some sort of punishment. I have this defective item sitting wide open in my living room and I have to jump through a whole lot of hoops for them to replacement the item that should have been defective in the first place, This just does not seem fair. Most reputable companies accept a pictures as proof of purchase not this nonsense. I want a replacement without any out of pocket cost to me. I want this broken umbrella out of my living room. Your attention to this matter is greatly appreciated

  Business response

  05/31/2022

  We reached out to the customer after the first notice, and replaced the umbrella from our website.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩