Joachim
Waste of time and money
The backpack I bought from Tefors broke after less than a year (the zipper has stopped working properly, so I can’t close it and thus use it) Then I didn’t get any response from after several attempts of contact. Then I post a review online to warn other potential buyers of your disrespectful way of managing a business. Then more than a year later they contact me, "trying to solve the issue" by giving a discount on a new backpack... After writing back and forth for a while, since I didn't trust the company after ignoring me for a year, and since I didn't want to buy a new backpack because the last one didn't work after a short while, Andy (project manager at Tefors) gave me the following offer by mail: 1. We guarantee that we will repair your 48Hr Switch. If we are not able to, we will send you a brand new Ultimatum. 2. I can extend my initial offer to 70% towards the Ultimatum bag. This process is smoother and faster. But when I said yes to offer number 1 and asked for practical information about the packaging, I got a new email saying, that the bag i now out of warranty (he already knew, since he wrote it in his first email, and since they ignored me for a year), and that the best thing he could do was giving me a 30% discount on a new bag. They are a waste of time, their marketing is cool, but their products low quality. And you better hope, that you are not gonna need to get in contact with them or their costumer support. ***Edit after answer from Tefors*** They keep writing the following: "We understand that the solutions we offered were not accepted, and subsequently, you sought to address the backpack’s issue by engaging a tailor." But it's not true. I tell them about the tailor by mail the 13.10.23 Later the same day I get an mail with their answer, where they offer the following "1. We guarantee that we will repair your 48Hr Switch. If we are not able to, we will send you a brand new Ultimatum. 2. I can extend my initial offer to 70% towards the Ultimatum bag. This process is smoother and faster." I accept the first offer by mail the 27.01.24. I also checked the 70% discount-code, and it didn't work. I get an answer the 31.04.24 where they say can't help but that they can give me a 30% discount. I replied showing them the mail-thread, where I in fact due accept the offer. 20.02.24: They send another long email with the same answer as here on Trustpilot, saying that I didn't accept their offer. In conclusion: I did accept their offer, even though they say I didn't, and they won't resolve the matter. They just want to give a regular discount, and hope that I buy another product.
Response from TeforsMar 15, 2024
Hi Joachim! We understand that the heart of this issue dates back to when you first contacted us on January 12, 2022 (2 years after you initially purchased your 48Hr Switch bag), regarding the malfunction of your backpack’s zipper. We acknowledge that there was a significant delay in our response, which certainly did not meet our standard for customer service. This delay was not intentional but rather a regrettable oversight for which we have taken full responsibility. As we took longer than normal to answer your message, we were open to solving your issue regardless of whether it was one week before or after the warranty. As a small startup, and yet a growing brand, we continuously strive to learn from our mistakes and improve our processes, despite any limitations we encounter, as a small team. In the past years, we have grown a lot and we are now glad to say that Tefors is loved in more than 100 countries. It was with this intention that we reached out to you with 2 proposed solutions that you have refused several times. We have then remained as communicative and responsive as possible to your concerns, as you have seen in all our recent communications initiated with the intent of working with you to sort out any issues you are having. We understand that the solutions we offered were not accepted, and subsequently, you sought to address the backpack’s issue by engaging a tailor. This intervention, while understandable from your perspective, unfortunately, complicates the possibility of solving the initial problem. Our policy is significantly affected when a third party has attempted repairs, as it may alter the product’s original condition. It’s important to understand that, as we mentioned in our communications, the 48Hr Switch collection is discontinued at the moment, which now, in 2024 (almost 6 months after we shared the initial solution) makes the process an impossibility. This is why we have revisited the only solution left, which you have again refused. We understand that we may have fallen short in regards to the delay in getting back to you initially but we hope it clarifies the situation and the fact that our team is still open to helping you get this sorted considering the most recent discussions and latest solution that we have offered. Regards, Tefors Team