Complaints

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:12/11/2024

  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.

  I went to Atmosphere Mountainworks to have a front closure repaired/ replaced on 12/6/34 spoke to retail guy on floor. Fully explained what I wanted, listened to his suggestions and he suggested using VELCRO on neck closure. I said 'no velcro- think of something else. He could VERY clearly see the design of the coat as ineffective closure was in place.When I picked the cost up he had done it the way he liked NOT what we discussed!I requested a phone call IN WRITING from the owner and left my phone number.The owner sent me an email saying that they could ' take the cost apart'.A) I requested a call back - she sent me an email and NEVER called B) she NEVER LOOKED at the coat C) she offered to destroy the cost completely D) she accused me of threatening her - IN WRITING- Then said, never come in this store again IN ************ customer satisfaction in ANY WAY!She did not solve or resolve ANYTHING! She didn't even bother to return my call OR LOOK at the problem that their business created!

  Business Response

  Date: 12/19/2024

  Dear *******,

  We would like to apologize again that you are unhappy with the zipper replacement service that we provided you.  Like we said when you first emailed this complaint, the required adjustments to the middle section did inevitably expand the collar.  We offered to replace the original zipper and return the used garment back to you, but since you didn't want to take that option and were so unhappy, we fully refunded your credit card the amount charged.  That refund was issued the day after you originally emailed and should be back in your account now.  If there was a problem with the refund we'd be happy to look into it for you.

  Thanks,

  **** & *******

  Customer Answer

  Date: 01/09/2025

  from: ******* ***** <*******************************>
  to: ***** Look <**********************************************************************>
  date: Jan 9, 2025, 4:49 PM
  subject: Re: Case # ********

  Complaint: ********
  
  I am rejecting this response because:
  
  I keep getting a message saying the code has expired or is not valid.
  
  My complaint is that Atmosphere Mountainworks keeps offering " to REPLACE the zipper" had they EVER looked at my coat they would SEE that is the ENTIRE issue- my coat NEVER HAD ANY ZIPPER ANYWHERE!!!
  
  I sent you a photo - that huge black strip in the center is what THEY did: installed the one and only zipper that coat ever had.
  
  Resolution: in a perfect world they would have met with me- talked to me ( they seem to have forgotten that I'm the customer, and I know exactly what I wantED.
  
  FAILING THAT
  A NEW COAT replacement: An LL Bean 850 DOWN FILL women's 3/4 length black, navy blue or gray.
  Size women's XL.
  
  The ****************************************************************** *******!!!
  
  Hope this helps, I entered everything I remembered from your email as I could!t get to the Atmosphere reply... ?
  
  At any rate there was NEVER any zipper to REPLACE.
  
  Thanks!
  Call me if you have any questions!!!
  
  ******* Smith