Aero: received jacket with wrong zip puller

[Webguy]

Hi,

I ordered a Highwayman from Aero directly which I received this week ( 3 months after placing the order).

The jacket is fine and has a good fit.

However I ordered a looped ball and chain puller for the chest pocket but the jacket has just a simple ball and chain puller (not looped).

What do you suggest that I do now?

I am located in Germany and sending the jacket back to the UK is not cheap.

I had to pay €300,.-customs for this. Bringing the total costs for this jacket to €1600.


Should I send this back to Aero?

Ask for a partial refund / store credit ? If so how much?

I am not too happy about this.


Obviously it is not possible to just exchange the zip puller without having to cut the packet and replace the whole zipper.

I asked before Aero about this for another Highwayman that I bought from a retailer and that was the answer (from Aero):

<<

Hello **X,

Thanks so much for your patience!

I have spoken to my manager and he has advised that unfortunately they aren’t really compatible. The looped ball sliders don’t work well on the zip track of the ball and chain.

Also, in order to replace the slider unpicking of the pocket stitching is required which we would not advise due to the high risk of extra stitch holes right on the front of the jacket.

Let me know if there's anything else I can do to help.

>>


What do you think?

Thanks.

 

[Guppy]

It ***** that they missed the detail. I guess if there's a cost difference between styles you should get that back. I don't know what more you could expect them to do, maybe comp you a token amount for the dissatisfaction. Worst case, you can return and they will remake it.

 

[Webguy]

It ***** that they missed the detail. I guess if there's a cost difference between styles you should get that back. I don't know what more you could expect them to do, maybe comp you a token amount for the dissatisfaction. Worst case, you can return and they will remake it.

Well the cost difference between ball & chain and looped ball & chain is GBP 15.00.

The whole jacket cost me €1600.

 

[zebedee]

This would be a non-issue for me. It’s a tiny detail which is unimportant- the loop zips are less long lasting than the ball and chain ones.

 

[Webguy]

This would be a non-issue for me. It’s a tiny detail which is unimportant- the loop zips are less long lasting than the ball and chain ones.

I actually like the looped ball & chains better.

Why would they be less durable than the looped ball chain puller ?

 

[l0fielectronic]

What do you suggest that I do now?

I guess if I were you I would contact Aero and see what they say.

 

[Zoro]

Ask about this one, it's a different situation than the previous one.

On one hand, I get it, it's a minor detail, doesn't affect the integrity, functionality or quality of the jacket. On the other hand, you're paying a premium for a jacket, 1600€ is no joke and yes, it's a tiny detail, but a missed one.

I certainly wouldn't want any store credit though. Even if the price difference that you've lost on is 15 GBP and they gave you, say, a 50 GBP voucher, what would you use it on? Are you planning to get another jacket soon? Nothing else they sell is IMO enticing to buy from them considering the import taxes or that you could find similar elsewhere.

Anyway, as said, best for you to contact Aero and work it with them. I do have faith in their post-sale support and I'm confident you'll reach an agreement.

 

[Webguy]

When I wear this jacket I will always see the wrong zipper, not cool.

I think I'd rather have Aero make me a new jacket and return the wrong one But I don't want to wait another 3 months for that.

 

[MrProper]

I have both versions on my jackets and think they’re both equally good. It’s a detail I don’t notice at all in everyday life.

But whatever—everyone’s different.

If you like the jacket 100%, except for the zippers, keep it. With a remake, there’s a risk that the measurements might differ slightly from what you have now. Then the zippers will be right, but there might be something else to complain about. Plus, getting the customs duties and VAT refunded is a huge hassle and a gamble.

 

[Webguy]

Would Aero not have to offer some sort of compensation for this?

€1600 is substantial investment for me and I really would like the jacket as I ordered it.

Anyway I have contacted them. We will see how they respond.

 

[TartuWolf]

Another case of complaining to the community before having established communication about the topic with the maker.
I definitely understand making a thread like this AFTER you have talked to the maker if you are still not satisfied, but BEFORE you get an answer from Aero?
Why?

 

[Webguy]

Another case of complaining to the community before having established communication about the topic with the maker.
I definitely understand making a thread like this AFTER you have talked to the maker if you are still not satisfied, but BEFORE you get an answer from Aero?
Why?

Because I am rather unhappy about this.

Afer paying €1600,- and waiting for 3 months I would expect the leather jacket to be made according to the agreed specifications.

And also I would like to know what can be expected of Aero to rectify this since the error is completely due to their lack of QC.

 

[itsme]

Just ask them and explain the situation—that will get you a lot further than asking for opinions here and on Reddit. What are you hoping to hear? Yes, it is a flaw, but a minor one—and unfortunately, things like this happen when items are made by people rather than machines. It's not like a zipper is broken or a fundamental craftsmanship mistake was made.

I imagine Aero will offer you a small discount. Emphasis on small, though, because compared to the jacket itself, it's hardly significant. €1,600 is a lot of money, but at the end of the day, it's not a custom-built Maybach.

 

[Webguy]

Actually I would prefer a jacket with the proper zipper as ordered instead of a discount.

So I was wondering if any1 here has experience in a situation like this?



I

 

[barnabus]

Because I am rather unhappy about this.

Afer paying €1600,- and waiting for 3 months I would expect the leather jacket to be made according to the agreed specifications.

And also I would like to know what can be expected of Aero to rectify this since the error is completely due to their lack of QC.

I agree with @TartuWolf tbh.

Why ask people's opinions on what Aero might do, when you can ask Aero and find out exactly?

Yes, they've made an error and you're unhappy about it. I bet Aero are too.

 

[itsme]

Actually I would prefer a jacket with the proper zipper as ordered instead of a discount.

So I was wondering if any1 here has experience in a situation like this?



I

If it bothers you that much (which I honestly can't understand in the slightest), then just send it back and insist they fix it.

I strongly advise against it, but it's obviously the only way to go if you just can't live with it.

 

[Webguy]

I strongly advise against it, but it's obviously the only way to go if you just can't live with it.

Why would you advise against this (exchange /replacement) ?

 

[itsme]

Why would you advise against this (exchange /replacement) ?

First, for moral reasons—small businesses have a hard enough time as it is, and if we want to preserve jobs, we need to be mindful of returns and so on (though of course, that's not a purely rational argument).

Second, a repair could end up making things worse. For example, you might see traces of the rework that aren't actual defects but might still end up bothering you. Or you might receive a brand-new jacket that doesn't fit quite as perfectly as this one, just to get a flawless zipper.

Plus, there is all the hassle involved.

 

[Webguy]

Ok, you have a point.

I will give Aero a call and hear what they have to say about this.

However if no one complains then Aero's lacking QC in not going to improve...

 

[Zoro]

I think we're exaggerating here.

If Aero rebuilds the jacket, it is a popular enough model that they'll be able to sell from their ready to buy section. I hardly think that would be big damage to a small business unless it's an extremely big or extremely small size or with very specific body modifications that won't fit most people. Edit: For further context, they currently have 19 HMW ready to buy, but only 3 are available (one of them a Blue Label) while all others are marked as sold already.

Aero installing the wrong puller on a zipper is a human error, not a lack of QC that we must report or they'll never learn or improve. A worrisome lack of QC would be getting the liner half sewn.