Business ProfileforUnited by Blue

I ordered the Ultralight Jacket from UBB. They sent me the Packable jacket instead. I returned it and as it was their error, requested the correct jacket be sent to me via expedited shipping. Despite emailing w/ 3 separate representatives, they ignored my request for expedited shipping. There is no customer service phone number I could locate on the website and the UBB employees do not list their number on their communications. I spent the time and hassle of going to the post office to effect the exchange. The replacement they sent was again the wrong jacket. Although it was their error for the 2nd time, UBB stated they would only send out the correct jacket via USPS ground. When I complained about the lack of customer service, their corporate contact became involved and attempted to resolve the issue by asserting the Ultralight and Packable jackets are one and the same and for me to just keep what I received. I sent UBB photos from their own websites showing how different the jackets are. The final resolution they offered after numerous emails over a total of 44 days of dealing with this hassle was that if I kept the wrong jacket, they would offer a discount based on the increased current cost of the jacket. The current cost is nearly double the cost that it was at the time of my original purchase. I have never heard of a retailer who, after their own error, tries to work off a newer higher price rather than off of the original purchase cost. I was not interested in a discount off the higher cost in order to keep the wrong jacket. I opted to return it and just have my credit card company reverse the charge as I was really disgusted by this point and wanted nothing further to do w/ UBB. The return meant I had to again find the time out of my day to go to the post office. The way UBB handled this from beginning to end goes against all reasonable business and customer service standards.

The jacket the customer requested was the prior version of the same jacket, which we do not still carry. They are very similar, the new jacket which the customer did not want just has different stitching and a few other minor changes. We offered customer a return, refund, tried to send a new jacket when customer stated they did not want one. Customer demanded expedited shipping. We had no problem refunding the customer as we do not have the jacket they wanted, but I believe the customer is angry that we do not have the jacket she wanted. We attempted multiple times to do the right thing for the customer, it is unfortunate she felt the need to file a complaint.