On 6 Dec 2024, I purchased 3 leather vests online from First Mfg’s web store to be used as Christmas presents. First Mfg claimed my order would arrive on 14 Dec 2024. On 10 Dec 2024, First Mfg gave me a UPS tracking number that [as of 3 Jan 2025] still says it has not been received by the carrier. I received an email from First Mfg on 14 Dec 2024 reassuring me not to worry, it’s the carrier’s fault for not properly scanning the outgoing shipment, and that I would still receive the items soon. Between 14 and 28 Dec 2024, I contacted First Mfg customer service department three times: via phone call, online chat via their website, and finally by email, demanding to escalate the issue to upper management. On the phone call, they said the order was not yet sent due to one item being backordered, despite the website claiming there was current inventory at time of order (so they lied about the carrier being at fault). They also claimed they would refund my expedited shipping fee, and mail the non-backordered items immediately. This was another lie. When I contacted them via online chat on 21 Dec 2024, they apologized that they hadn’t followed through, and again promised a refund of expedited shipping fee and immediate fulfillment of non-backordered items. This time, I asked for them to send me email confirmation of our chat discussion resolutions, which they emailed to me on 21 Dec 2024. Despite the email confirmation, this promise also went unfulfilled. Lastly, on 28 Dec 2024, I emailed both customer service and the agent who previously emailed me on 21 Dec, and demanded escalation and resolution. As of 3 Jan 2025, my email has still been completely ignored. I am out nearly $300 USD, with zero accountability from First Mfg. This behavior is unbecoming of a U.S.-based company, and, as a U.S. Army combat-disabled veteran, I am appalled that this company touts their alleged veteran-owned status while treating veteran consumers in such a manner. First Mfg should be ashamed of themselves.
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Making motorcycle apparels, leather jackets, vests, belts, bags and gears for hard working people at an honest price since 1987.
