Complaints

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  Alpen Schatz Boutique & Wholesale

  100 W Colorado Ave Telluride, CO 81435

• 

  Alpen Schatz Boutique & Wholesale

  PO Box 45 Ridgway, CO 81432

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Deceptive rerun policy. Do not disclose a restocking/exchange fee or that consumers must cover the cost of return shipping

  Business Response

  Date: 11/13/2024

  Dear *********-
  
  We are indeed trying to work with you and can totally understand your frustration in having ordered a product that does not quite fit your dog. We have not yet received the
  item (harness) you wish to return for a size smaller or a refund. Please
  confirm when you have sent it along with the tracking number.
  
  Wishing you all the best and
  as clarified before, we are more than happy to exchange or refund your product
  according to our return/exchange policy. We will look out for your response
  along with the tracking number so that we can be sure to receive it to process
  for either an exchange or refund.
  
  With warm regards,
  
  Mary Dawn D******
  CEO
  
  Alpen Schatz Boutique & Wholesale
  PO Box 45
  Ridgway, Colorado 81432 USA
  Tel  
  ###-###-####
  *******************
  VISIT OUR BLOG! ****************
  
  From: **** * <*********.*****************>
  Sent: Monday, November 4, 2024 9:49 PM
  To: Alpen Schatz Boutique <************************>
  Subject: Re: Acknowledged RE: A shipment from order #***** is on the way
  
  What a joke of a business you are. Amex will refund me in
  full anyway, and you won’t get the item back. You cannot hide a draconian
  policy like this. It’s against the law. I’m a lawyer and expert in consumer
  protection law, so you just upset the wrong person.
  
  I’ll probably send it back to you anyway, since I feel bad
  for you. A remarkably shortsighted and idiotic way to lose someone’s business.
  
  Good riddance.
  
  
  On Mon, Nov 4, 2024 at 4:46?PM
  Alpen Schatz Boutique <************************>
  wrote:
  Dear ****-
  
  So very sorry to hear that you wish to return your
  harness which we are happy to refund you in accordance with our terms and
  conditions of sale as stated on our website and for all purchases which are as
  follows:
  
  Return Policy
  RETURNS
  Our policy for returning
  an item for an exchange  lasts 30 days. If 30 days have gone by since your
  purchase, unfortunately we cannot offer you a refund or exchange.
  
  To be eligible for an exchange, your item must be unused and in the same
  condition that you received it. It must also be accompanied with a copy of the
  original receipt.
  
  Non-returnable items:
  Gift certificates
  To complete your
  exchange, we require a receipt or proof of purchase and an explanation of why
  the item is being returned.
  
  There are certain situations where no exchanges are granted:
  Any item not in its original condition, is damaged or missing
  parts for reasons not due to our error.
  Any item which was custom/special ordered or engraved
  EXCHANGES
  Should you have received the wrong size and need to exchange it for another
  size, send us an email explaining what needs to be exchanged and then post
  us your item, including the full explanation, to: ALPEN SCHATZ LLC, PO Box
  45 (USPS) , 280B
  South Charlotte St (UPS FedEX), Ridgway, CO 81432, United States. Include
  your contact information (email & phone number and return address) with the
  return. There is a $10 exchange fee to cover the return shipping for domestic
  returns. For International returns the exchange fee will vary depending on the
  country and international postage fees. We do not issue call tags
  nor pay for the return shipping.
  
  GIFTS
  If the item was marked as a gift when purchased and shipped directly to you,
  you’ll receive a gift credit for the value of your return. Once the returned
  item is received, a gift certificate will be mailed to you or you may ask that
  a different item or size be shipped to you equating to the value of the item
  returned. Shipping will be your responsibility along with the $10 exchange fee
  we charge for all exchanges.
  
  REFUNDS
  Due to the unique boutique items we carry, we encourage any purchase to be
  returned for an exchange or credit towards other Alpen Schatz products. Should
  an item be returned for a refund, please note that a 20% restocking fee will be
  deducted from the refund. To return, enclose a full explanation of why it
  is being returned along with your contact information. When it has been
  received and inspected, we will send an email to notify you that we have
  received your returned item. We will also notify you of the approval or
  rejection of your refund and the amount to be refunded less the restocking fee.
  You will be responsible
  for paying for your own shipping costs for returning the item. Shipping costs
  are non-refundable.
  
  If you are approved for a refund, then your refund will be processed, and a
  credit will automatically be applied to your credit card or original method of
  payment, within a certain amount of days.
  There are certain
  situations where no refunds are granted:
  The item is not in its original condition, is damaged or missing
  parts for reasons not due to our error.
  The item that is returned is more than 30 days after delivery and
  will not be refunded, rather be credited towards another product from
  Alpen Schatz and treated as an exchange.
  Any item which was custom/special ordered or engraved
  ADDITIONAL REFUND
  INFORMATION
  If you haven’t received a refund after we have notified you we are processing
  the return and approved the refund, first re-check your bank account. (Refunds
  can take up to 10 days to appear on your account once refunded on our end.)
  Next contact your credit card company, it may take some time before your refund
  is officially posted.
  Next contact your bank. There is often some processing time before a refund is
  posted.
  If you’ve done all of this and you still have not received your refund yet,
  please contact us at ************************.
  
  SALE ITEMS
  Only regular priced items may be refunded, unfortunately sale and clearance
  items cannot be returned or refunded.
  
  SHIPPING
  To return your product, you should ship the item to:
  ALPEN SCHATZ LLC, PO Box
  45, Ridgway, CO 81432, United States
  
  Depending on where you live, the time it may take for your exchanged product to
  reach you, may vary.
  INSURANCE
  If you are shipping an
  item over $75, you should consider using a trackable shipping service or
  purchasing shipping insurance. We don’t guarantee that we will receive your
  returned item.
  
  In summary, we are happy to issue you a refund once we
  have received the purchase back from the recipient under the conditions as
  stated on the terms and conditions of sale.
  
  Best-
  
  Mary Dawn D******
  CEO
  
  Alpen
  Schatz Boutique & Wholesale
  PO Box 45
  Ridgway, Colorado 81432 USA
  Tel  
  ###-###-####
  *******************
  VISIT
  OUR BLOG! ****************
  
  From: **** * <*********.*****************>
  Sent: Monday, November 4, 2024 8:34 PM
  To: Alpen Schatz Boutique <************************>
  Subject: Re: Acknowledged RE: A shipment from order #***** is on the way
  
  Don’t
  bother. Amex will handle it. You’re in violation of US consumer protection law
  and this whole “forwarding to ownership” is weird. You’re a small business. Fix
  the issue. You’re not negotiating a trade agreement here.
  
  Please
  don’t contact me again. You’ve lost me business and I’ll be filing a complaint
  with the Better Business Bureau as well.
  
  On
  Mon, Nov 4, 2024 at 3:32?PM
  Alpen Schatz Boutique <************************> wrote:
  Hello **** –
  We have forwarded your email to our
  ownership, along with a reminder to see to processing your un-shipped leash
  promptly. As mentioned, they have sole privilege of all financial and
  administrative actions.
  
  Alpen
  Schatz Boutique & Wholesale
  PO Box 45
  Ridgway, Colorado 81432 USA
  Tel  
  ###-###-####
  *******************
  VISIT
  OUR BLOG! ****************
  
  From: **** ******* <*********.*****************>
  Sent: Monday, November 4, 2024 12:55 PM
  To: Alpen Schatz Boutique <************************>
  Subject: Re: A shipment from order #***** is on the way
  
  Never
  mind - I just saw your ridiculous return policy (hidden on your website). You
  don’t cover return shipping and have a $10 exchange fee?
  
  I
  won’t be shopping with you anymore. And process my refund for the
  unfulfilled part of my order immediately or I am disputing the charge with
  American Express.
  
  I
  have no interest in patronizing a company with horrible customer service.
  Process the refund before the end of the day. I’ll stick to actual businesses
  like Canine Styles and the rest.
  
  ****
  
  On Nov 4, 2024, at 2:35?PM,
  **** ******* <*********.*****************>
  wrote:
  ?Hi there,
  
  I
  need ti exchange this harness for a size small. Can you please tell me how best
  to do that?
  
  Thanks
  
  ****
  
  *********
  A******
  ###-###-####
  
  On Nov
  1, 2024, at 3:32?PM, **** *
  <*********.*****************>
  wrote:
  
  Great
  thank you!
  
  
  ********* A******
  ###-###-####
  
  
  On
  Fri, Nov 1, 2024 at 3:31?PM
  Alpen Schatz Boutique <************************> wrote:
  Hello **** –
  Yes – as described in our phone
  conversations (and you were sent notification of the modification of the order,
  AND is shown in the “order shipped” notification below):
  
  The leash was removed from your order
  (including after being changed from one leash to a different one), and our
  office crew (who handles all financial and administrative actions) has been
  notified. Do note that it can take several days from the act of processing to
  appear on your account.
  It’s my understanding that the
  original charge (made when you placed your order) CANNOT be modified. Any
  credits/refunds are an entirely separate transaction.
  
  Adam
  
  Alpen
  Schatz Boutique & Wholesale
  PO Box 45
  Ridgway, Colorado 81432 USA
  Tel  
  ###-###-####
  *******************
  VISIT
  OUR BLOG! ****************
  
  From: **** ******* <*********.*****************>
  Sent: Friday, November 1, 2024 12:19 PM
  To: Alpen Schatz Boutique <************************>
  Subject: Re: A shipment from order #***** is on the way
  
  Hi
  - can you please make sure I’m refunded for the leash, which was removed from
  this order? I was still charged the whole amount for the order including the
  leash.
  
  Thanks,
  ****
  
  *********
  A******
  ###-###-####
  
  On Oct
  31, 2024, at 11:25?AM,
  Alpen Schatz <*********************************> wrote:
  
  Order
  #*****
  
  Your order
  is on the way
  Your order is on the way. Track your shipment to see the
  delivery status.
  
  View your order
  
  or Visit our store
  
  USPS tracking number: ******************************
  
  Items in this shipment
  
  La Cinopelca Soft
  Calfskin Harnesses × 1
  Medium
  - dogs up to 12lbs / Classic Brown with Brass
  
  If you have any
  questions, reply to this email or contact us at ************************
  

  Customer Answer

  Date: 11/14/2024

  Complaint: ********
  
  
  
  I am rejecting this response because the return policy violated CFPB and FTC regulations. My credit card company will resolve this. 
  
  
  
  Regards,
  
  
  
  **** *******
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Customer Answer

  Date: 11/14/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Close this complaint. 
  
  
  
  Regards,
  
  
  
  **** *******
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]