I got both belts as gifts and thus have no receipts or
awareness of where they were purchased.
The Hilfiger belt’s buckle separated from the belt while putting it on
one day. The Ecko belt extended on
first wearing, by extended I mean the small post that allows the buckle to
swivel extended full length and would not retract after swiveling as the other
two reversible belts do. I had no
concerns regarding that as the extended post was concealed by the buckle when
wearing the belt. While shopping one
day, it failed; I heard a clink and looked down and the belt buckle was lying
on the 
floor. Luckily my jeans are snug
enough that I didn’t lose them. LOL, however I was dismayed.
I found a Hilfiger site online and called customer
service. A gentlemen told me their
belts were made by Swank and gave me a name, phone number and extension and
told me that that person would take of my problem. I called the number and had to leave a
message. Having done that in the past
with customer service representatives and received no call back, I shrugged and
left a message assuming the worse.
Imagine my surprise when I got a call back from a delightful person
named Sue who immediately apologized for my inconvenience. She then asked me to mail her the belt. Since I had an issue with the reversible
belt she asked if she could send me two non-reversible belts in return. I thanked her profusely for the amazing and
satisfying customer service.
Ecko, on the other hand was a totally different
experience. I found a phone number for
them online. I called and was told I
had to email my problem. I got the
email address and sent an email detailing my concern. I received a prompt response that ignored
all my information and told me to take the belt back to where I purchased
it. I re-emailed with the details and
was told to tell the person (400 miles away) who got me the belt to find the
pre-Xmas receipt and return the belt to the store. I was told they could do nothing for
me. I had volunteered to send them the
belt so they could ascertain the veracity of my complaint but they again told
me to return it to the store.
There in lies the problem with many of today’s
merchants. If you ignore complaints
they will go away. However I would like
to point out that Ecko lost a very verbal customer while Hilfiger cemented a
relationship that will bring this same verbal customer back to their
products.
Kudos to Hilfiger
And SHAME on ECKO
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