As far as consumer issues go, underwear is not a hot topic of debate. We just put them on in the morning and go. But when this Newsviner bought a pack of Fruit of the Loom, and they promptly started falling apart, she took action.
I bought the six-pack of Fruit of the Looms several months ago, but was terribly disappointed in the quality. Three of them had the stitching rip out as soon as I tried putting them on, apparently because they were not in stretch-stitch mode. Another one or two did not rip out but did not have much give. It was as if they'd had a new trainee on the production line.
The odd thing was that I do not normally buy the Fruit brand, being a frequent buyer of the Other Brand. So I was a little steamed that this purchase was ruining my week.
The Fruit of the Loom website (at fruit.com) promises an unconditional guarantee. So I clicked on "Contact Us" to lodge my complaint.
I filled out the little square with a brief summary of my complaint and sent it in.
I received an email response from consumer. firstname.lastname@example.org with a request for details. Specifically, they wanted:
- Full Name & Mailing Address
- Style information
- Garment size
- Number of garments (More than 2 packages or 4 individual garments requires proof of purchase).
- Proof of purchase (Sales receipt or UPC code)
- Purchase location
- Purchase price
They informed me that I could respond either by email or by postal mail. They assured me that "As you know, our Unconditional Guarantee is a hallmark of our brand. Therefore, you can always purchase any Fruit of the Loom garment with confidence, knowing that we stand behind every product we sell."
It took me a while to find the UPC code for this item, and the receipt had faded out on me in some places. So several weeks went by till I finally did locate the UPC code. I responded with another email to the company, for which I received a prompt reply. They would mail me a new pack of underwear to replace the sorry product I had bought in the store.
The replacements arrived quicker than I expected (I thought that it would take the 8-12 weeks that such fulfillments often take, which would have meant that the snow would be flying before I got them).
The package held two three-packs of fresh white undies, along with a short letter. "Dear Consumer" it began. "We certainly apologize that you have received a less than perfect garment. You can always purchase any Fruit of the Loom garment with confidence, knowing that we stand behind every product that we sell. We hope to continue to earn your business for years to come." It was signed by Teresa Sikes, Consumer Services Representative.
Well! It isn't often that a company makes such a graceful atonement and amends for an error of any kind. My thanks to Ms. Teresa Sikes of Fruit of the Loom and to all the employees at the Bowling Green, Kentucky office. It's nice to learn that one, there are good products made right here in the US of A, and two, there are good manufacturing companies here who stand behind their products.