ComplaintsforNaftali Inc.

• Initial Complaint

  10/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a luggage set, intended for travel. After only 2 airline trips, the largest suitcase cracked - a crack that goes almost completely around one of the wheels. When I reached out to customer service via email, the reply was that they would replace the suitcase, IF I picked it up in ***** or paid for shipping ($60). I, then, indicated that I believed this issue fell under the Maine Implied Warranty law and that incidental costs related to honoring the warranty were the responsibility of the seller. **************** stated that the damage to my suitcase was "reasonable wear and tear" and that they were being "kind" to replace it and only charge shipping. I attempted to call the company, and spoke with ****** who repeated these statements and insisted that I should be grateful for the offer to replace with shipping costs. I attempted to explain the Maine Implied Warranty Law (reasonable use, lifetime expectations, incidental costs), however, ***** hung up on me. (Please note, my voice was not raised or disrespectful during this call). When I attempted to call again, I spoke with someone who referred me to ***** - Executive of *********. I left multiple messages, asking to speak with *****, with no response. After 5 attempts over two weeks, I was able to speak with *****. ***** was maintained that they do not have to cover shipping costs for the damaged item, and stated that he "ran the Implied Warranty Law through chatgpt" and was well within standard of the law. He made it clear that Naftali had no interest in resolving the matter, and did not care if they lost a customer. I shared that I would be reaching out the the State Attorney General, and he responded "have fun with that" and hung up. Again, at no point in this call did I raise my voice, insult, or in any other way speak disrespectfully to ***** - however, he was incredibly disrespectful to me.

  Business response

  10/28/2024

  Dear ******** *.,
  Thank you for bringing this complaint to our attention. We appreciate the opportunity to provide our perspective on this matter.
  We understand Ms. ******** frustration with the damage to her suitcase. As per our warranty terms, which are clearly stated on our website *********************************************************************************************, we offer free replacements for luggage damaged during air travel. However, shipping costs for replacements are not covered.
  

  We offered Ms. ****** several options to receive her replacement suitcase, including:
  - Picking up the replacement at our warehouse in ******
  - Providing a prepaid shipping label from her preferred carrier.
  - Utilizing our discounted shipping rates.
  

  Unfortunately, Ms. ****** was unwilling to consider these options and insisted that we cover the full shipping cost, which is not covered under our warranty policy.
  While we strive to provide excellent customer service, we also uphold our stated policies. We believe we have acted in accordance with our warranty terms and made reasonable efforts to provide a satisfactory resolution.
  We are committed to resolving this issue fairly and hope Ms. ****** will choose one of the offered options to receive her replacement suitcase promptly.
  Sincerely,

  ***** Bounik

  Naftali Inc

  Customer response

  10/28/2024

   
  Complaint: 22365454
  
  I am rejecting this response because:

  The original purchase price included shipping.  Because the item's quality was defective, it should be replaced under the same conditions as the original purchase...shipping included.  It is not reasonable to expect a client to drive from ***** to ***** or to pay shipping to replace a product that did not meet quality guarantees. The original purchase included shipping and the replacement should do so as well. Why should I pay MORE money for a product that I have little confidence in???

  Additionally, the State of Maine Implied Warranty Law states that incidental expenses (including transporting the product) are the responsibility of the seller NOT the customer.  

  ***** is the person that I spoke with when I called.  He is dismissive, rude, and disrespectful. 

  
  Sincerely,
  
  ******** ******

  Business response

  10/29/2024

  Dear ********,

  
  Thank you for forwarding Ms. ******** response. We appreciate the opportunity to provide further clarification and address her additional concerns.
  

  Regarding Ms. ******** claims:
  Product Quality: We firmly stand behind the quality of our products. Our luggage undergoes rigorous testing by independent third-party organizations to ensure it meets the highest manufacturing standards for durability and performance. The damage Ms. ****** experienced is consistent with mishandling by the airline, not a manufacturing defect.
  

  Warranty Terms: Our warranty explicitly covers damage caused during air travel, which is precisely the situation Ms. ****** encountered. However, as clearly stated in our warranty terms, shipping costs associated with replacements are the responsibility of the customer.
  

  Resolution Efforts: We have made multiple attempts to provide Ms. ****** with a satisfactory resolution, including offering a free replacement suitcase and various shipping options to minimize her costs. Unfortunately, Ms. ****** has been unwilling to cooperate and has instead resorted to personal attacks and threats.
  

  Unprofessional Conduct: While we strive to maintain professional and courteous interactions with all customers, we must also address Ms. ******** behavior. Her phone calls were characterized by an unwarranted sense of entitlement. Her written response further demonstrates this pattern of behavior with baseless accusations and personal attacks against our company and its representatives.
  

  Our Position:
  We remain committed to fulfilling our warranty obligations. We have offered and continue to offer Ms. ****** a free replacement suitcase. However, we will not be held responsible for shipping costs, nor will we tolerate abusive and disrespectful behavior from any customer.
  We trust that the ******************** will take Ms. ******** conduct into account when evaluating this complaint. We have acted in good faith and in accordance with our clearly stated policies.
  

  Sincerely,

  Naftali Inc

  Customer response

  10/29/2024

   
  Complaint: 22365454
  
  I am rejecting this response because:

   

  I am unsure of what threats are being referred to.  I did not raise my voice, insult, or threaten.  The only "personal attacks" are likely the ****** and Yelp reviews simply stating what ***** said and that he hung up on me.  (and, yes, in my response to the BBB communication, I stated that he was dismissive, rude, and disrespectful...because it was a part ofmy complaint)  I'm curious to know if calls are recorded"for quality assurance"...as they would provide evidence that his statements about my communication with the company are false.  

  As far as "threats", the only thing that could even remotely be considered a threat is my statement that I would no longer purchase their products (of which I will not), and that I would file a complaint with the **********************'s office regarding the Implied Warranty Law (which i did).  Not threats, simply statements of actions that I have a right to take.

  Obviously, the company is not going to change their decision, and it is not worth my time to argue back and forth.  I will, however, include these communications in my complaint with the ******************************* 

  Thank you for your attempts to mediate this complaint.

  Sincerely,
  
  ******** ******

• Initial Complaint

  03/23/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My luggage arrived broken. When I tried to return it, Maite ** a representative of the horrible company, NAFTALI, **** sent me a copy of the warranty and told me that not only would I not get my money back, but they would only replace my luggage with previously returned, but supposedly unused pieces from the return center, and they would not be in their original packaging. Did I mention I would have to pay the shipping? Do not buy this poorly made luggage. It is beautiful, but was broken before I even had a chance to use it. BUYER BEWARE OF NAFTALI, **** My luggage was broken upon arrival, and it has been in my possession for less than 2 weeks. It was delivered to my house March 9, 2023, I contacted the company immediately to no avail. If you look at the review below, they had problems with this cheap luggage too. The owner stated that because it had been over 75 days that customer was not entitled to a refund, well, mine has been less than two weeks. The suitcases arrived at my house and I packed them up and put them in my car. I had no need to use the telescoping handles, as I was just going to the airport. When I got to the airport and tried to put the handles up, they were stuck in the down position, with the button stuck in the pressed position. The luggage was damaged before I got on the plane, upon arrival. I found the return policy on the website. I just want my money back!

*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. ↩