Trimly

Next time you call [Name Removed], show a little respect and don't' cut me off from the get go.

Hi [Name Removed], I would like to address the claims made in your ‘updated’ review and clarify the facts. At Trimly, I am committed to providing fair, respectful, and professional service, and I take all customer feedback seriously. However, your review contains several false and misleading statements that require correction.

The Facts:

You first contacted my customer service team regarding a sizing issue with your R.M. Williams boots (size 9.5G UK), claiming that the boot trees did not fit properly. My team responded promptly, offering you an exchange in line with our returns policy. The images you provided clearly showed that your boots had been worn to the point of altering their shape, which can affect the fit of boot trees. In most cases, adjusting the size—up or down—resolves this issue.

When a refund was not immediately offered, you responded with aggressive emails and multiple messages quoting sections of Australian Consumer Law. While I am fully compliant with this legislation, my team remained professional throughout and worked to assist you within the framework of our policies.

Phone Call Details:

In an effort to resolve the issue personally, I called you directly. During the call:

• I introduced myself and explained that I am the designer of the boot trees.

• I noted that the boot trees had been tested extensively across various R.M. Williams models, and I wanted to explain that some RM models are more compatible with our boot trees than others, but simply adjusting the size can fix this in most cases. To address the fit issue properly, I needed to understand your specific boot model. However, I could not explain the issue, as you cut me off before I could continue.

Instead of allowing me to assist, you quickly became verbally abusive, dismissed my explanation entirely, and proceeded to insult both my business and the quality of our products. Despite your hostility, I remained calm and professional, simply asking you not to be antagonistic, as my intention, as I explained to you, was to help resolve the issue.

Resolution Efforts:

Despite your aggressive behaviour, I acted in good faith to resolve the situation by: 1. Providing you with a prepaid return link so you could return the product at no cost. 2. Processing a full refund before receiving the returned item—going beyond both Australian Consumer Law obligations and our own returns policy. 3. Offering an apology for any frustration you may have experienced during the process. 4. Could my customer service team have handled the situation better at the outset? Possibly. However, you escalated the matter so quickly and aggressively that it became impossible to offer any assistance that might have addressed your unwarranted hostility.

Addressing Your False Claims:

Your review update contains several false and misleading statements:

1. Product Not Fit for Purpose: The issue you experienced was due to a combination of factors, including the wear and shape changes of your boots over time and the specific boot model you selected—particularly models where the inner sole can be removed. In these cases, simply selecting the next size up resolves the issue effectively. This is not a flaw in the design of the product but rather an adjustment needed for certain boot styles and levels of wear.

2. Refund and Return Policy: We exceeded our obligations under Australian Consumer Law by offering a prepaid return and processing a full refund before receiving the returned item.

3. Allegation of Abuse: At no point during our interaction was I abusive. I remained professional throughout our correspondence and the phone call, even when faced with aggressive behaviour from you.

4. Product Origin: Our boot trees are not sourced from AliExpress. They are designed in-house and rigorously tested to ensure quality and proper fit, particularly for R.M. Williams boots.

5. Accusation of Fake Reviews: All reviews on our platform are genuine and independently verified through FERA, a respected third-party platform. Our consistently high ratings reflect the genuine experiences of satisfied customers who have received quality products and service.

6. Review Removal: Your previous review comment was removed because it contained personal email information, which violated both ProductReview.com.au’s privacy policy and our own.

7. Packaging Damage: You also claimed that the cut on the packaging was our responsibility. Any minor damage to the packaging likely occurred during shipping or fulfilment, which my team acknowledged and addressed appropriately.

Ongoing Harassment:

Even after processing your refund, you continued to harass my business by:

• Sending abusive messages through our AI chatbot, including comments such as, “Why is your business so rubbish?” and accusations of “fake reviews.”

• Persisting with false and defamatory claims after being informed that no further correspondence would be entered into due to your ongoing hostility and disrespect toward myself and my team.

Your latest review update appears to be a retaliatory response to my decision to cease communication. Despite receiving a full refund—processed promptly and in good faith—this harassment has continued.

Refund Status:

Your refund was processed promptly, before receiving the returned item. If you have not yet received the funds, the delay likely lies with your bank’s processing time, which is beyond our control.

Final Statement:

[Name Removed], in nine years of running this business, I have never encountered a customer as rude, aggressive, and malicious as you have been throughout this process. Your false claims have caused unnecessary distress to my team, who worked diligently and professionally to assist you; and I will consider pursuing all available options to protect my people, business, and reputation.

To those reading this, please be assured that Trimly remains dedicated to fairness, respect, and customer satisfaction.

James Owner, Trimly

Fake review is fake, James