Deluxe Double Layer Heavy Aikidogi (WA600) - Jacket

Dear Elliot,

Thank you for your feedback. We’ve noticed that your last Google review bears a striking resemblance to another review we received recently, and we do not have a customer named Thomas Menashe in our records.
This suggests that your second review might be part of a pattern of fake reviews, which we have reported to Google.

A detailed response to address your concerns:

Return Policy: You mentioned that if a company doesn’t offer free returns and delivery, the process is 'futile and financially reckless.' However, it is important to note that no normal company provides free international returns with pickup services. As a small company, we cannot offer the same level of service as larger retailers like Amazon. We explained this to you clearly, and we regret that it did not align with your expectations.

Return Process: You found our return process very exhaustive. Yes, international packages must go through customs, which requires a detailed process. We believe this level of detail helps avoid potential issues, and we consider it a positive aspect of our service.

Sizing Issues: We provide a detailed sizing guide on our website. It seems you may have only reviewed the size range, 180-190 cm, rather than the full guide, which would have recommended a smaller size, probably 4.5, taking shrinkage into account. Your size 5 may appear large because it hasn't shrunk yet. We would have been happy to assist with any sizing questions had you asked.

Email Response Times: We strive to respond promptly to all inquiries, with an average response rate well above one email per day. However, excessive emails can push requests to the end of the queue. You sent quite a few messages, some of which were difficult to understand. Despite this, we provided a comprehensive response, addressing your concerns in detail. Our email response rate is also slower when a customer starts threatening and insulting, as these emails can only be answered once reviewed by the head of the company (this is our policy, difficult cases go directly to the top, for efficiency purposes).
As for the phone support, we do not offer phone support. To avoid mistakes, misunderstandings, and bad faith, we work exclusively with written emails.

Return Costs: The actual cost of your return with local postal services was £33, not £100+. We offered a 15% discount to help cover this cost. Our policy does not include refunds for initial shipping fees, which is standard in the industry. We provided links to return policies of our main competitors for your reference.

Review and Comments: We also observed some unusual comments on our YouTube channel, including references to unrelated topics and strange remarks, with references to third world countries, that were very troubling to say the least). Your reviews and communications included language that was both concerning and unproductive, and your Google review even contains personnal communication that is private, by law (although we do stand with what we wrote, still, this is not a decent way to communicate). We do sympathize if you’re facing challenges, but it is important that feedback remains respectful and constructive.

In summary, it seems there may have been a misunderstanding regarding our policies and services. Our policies are clearly outlined on our website as well as on our confirmation emails, and we encourage future customers to review them to ensure our services meet their needs

Bonjour et merci beaucoup pour votre excellent retour.
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