A Message From Aero Leather USA

[scotrace]

Sir, I am being extremely patient under the circumstances ... which include numous but futile attempts to communicate with Aero Leather USA, but I (and others evidently) am being ignored. And as a result, this outlet seems to offer the best hope for trying to reach the person in question.

And please, were you in my shoes, I would try not to come off sounding condescending to you, if I chose to comment on a post. All I ask is that you extend me the same courtesy.

Sir, I'm, in charge here, and I'm telling you to pipe down. We understand you are having difficulty. Let others speak for a bit.

 

[jlanderson]

Sir, I'm, in charge here, and I'm telling you to pipe down. We understand you are having difficulty. Let others speak for a bit.

It was to this forum that I came back in January to read opinions of the company in question and its customer service, and based on the many glowing remarks, I chose to give him my business. I've posted only four comments of the five pages' worth of remarks. There are a few commenters who've posted their experiences with the company that are different than mine, but I don't see where they are being told to "pipe down" and "let others speak." In fact, the very nature of an online discussion, as opposed to a face-to-face encounter, prevents any one individual from dominating a forum.

I'm done, as it's time for budget meetings at the office.

Hope you have a GREAT day.

 

[jksu]

I'm sorry you feel this way, I am perhaps biased as Ken Calder is my father, but Aero and everything it stands for is his life's work, and I for one am immensely proud of everything he and the company have achieved.

As I said on the thread I started this morning I will not go into details about this awful situation publicly, but my father has been forced out of retirement to deal with things happening, which are entirely outwith our control.

For anyone awaiting an order who has not contacted me, I again urge you to do so. We have some more information which may be of help to anyone who is still looking for a refund which I will begin to send out first thing tomorrow. After many nights spent working til 2.30am to help customers of Aero USA, I am having an "early night" tonight (it's 1am here in Scotland).

My email is holly@aeroleatherclothing.com if anyone needs any further information, or assistance with anything relating to Aero USA orders.

wow, i have to say, i'm new and absolutely impressed with the response from holly@aero. customer service and response like this (including going to an online forum and potentially getting harassed by upset customers) is so rare. and yeah, i like that holly stood up for her dad too!

also appreciate the fedora moderators being open about keeping this thread open but at the same time not letting folks get carried away with emotion/frenzy.

great leather, besides being pricey, can elicit strong emotions so i can understand...this is a forum for those with strong emotions about outerwear so not unexpected.

i don't have an aero yet -- in fact, my transaction to buy one has been some what delayed by the aero usa situation as the seller was waiting for his jacket. but i have to say, one of the reasons aero's jackets seem to be held in such high regard here is beside the amazing hide and construction, is knowing the great company and the people at aero that stand behind these jackets.

last time i was in scotland was right before graduate school -- could barely afford the plane ticket. backpacked around, stayed in hostels, one of the best times of my life. great jacket weather ;-) would love to make another trip back some day with my wife and kids and stop by aero. based on how aero is handling challenges such as this one, i have no doubt they will still be in business and i look forward to passing on my aero jackets to my son some day.

 

[Otter]

+1 Holly !:eusa_clap I met you Dad back in the early 90's just after he bought the Cooper, sorted me out with a very nice jacket, I hope he is keeping well.

 

[DJH]

Holly, thanks for posting the info about the eBay buyer protection.

I had been thinking that we wouldn't be covered outside of the 45 days so this is really helpful.

 

[cloudylemonade]

You're very welcome DJH.

i don't have an aero yet -- in fact, my transaction to buy one has been some what delayed by the aero usa situation as the seller was waiting for his jacket. but i have to say, one of the reasons aero's jackets seem to be held in such high regard here is beside the amazing hide and construction, is knowing the great company and the people at aero that stand behind these jackets.

jksu, I can't tell from your username if we've been in contact about this, please let me know if you're still waiting for an Aero USA order to be delivered, as unless it was a handful that went out before we were made aware of current circumstances, it won't be delivered. Please e-mail me if you need any further clarification. If we've already spoken, apologies

Thanks to the many of you who've been very understanding about the position we're in, I'm pleased to say 99.9% of Aero wearers have been a pleasure to help.

Holly @ Aero

 

[cloudylemonade]

+1 Holly !:eusa_clap I met you Dad back in the early 90's just after he bought the Cooper, sorted me out with a very nice jacket, I hope he is keeping well.

He's doing great thanks, all things considered.

 

[trob09]

Hi,

This is my first post to The Fedora Lounge, and I really didn't intend to post but this situation has impacted me so here goes:

The facts:
- I ordered a jacket through Mark in early Nov. of 2011, paying in full at the time of order. We emailed back and forth on details - the conversation at the time was entirely pleasant. At the time he mentioned that the jacket would not be ready until January at the earliest. I said - no worries, I expect it to take some time
- In January, I emailed Mark asking if there was any status update. Not that I was expecting the jacket, just an update. Mark responded that he doesn't get updates and wouldn't know anything until the jacket ships from Aero.
- Last week I saw a post on Facebook that Aero USA was shutting down and to contact Scotland
- I emailed the factory and Mark, Mark responded quickly, letting me know that I had 2 options - pursue the jacket with Aero Scotland (and potentially pay import duties) or get a refund. I chose the latter.
- At about that time, I got an email from Holly telling me that my order never made it to the factory and I should seek refunding from Mark. In the course of several emails, I told her that's what I had done.
- Mark provided very detailed documentation that the refund was in process. I received the refund (in full) today.

Thoughts:
- I should have been informed by Mark before it was posted on Facebook or here. That's somewhat disappointing. If I hadn't 'liked' Aero on Facebook, I'd probably still be wondering when my jacket would arrive.
- It's even more disappointing that the factory had never received my order, despite paying in full from the outset and the 5-ish months between my order and finding that there was no order
- Mark was gracious throughout refund process, I appreciate his responsiveness on the refund even though the order process was clearly broken.
- Holly has been more than gracious in helping to rectify the situation and get things back on track

In the end it looks like all I'm out is time. I don't know what happened between Aero and Aero USA - nor do I want to know. But given the situation, it seems clear that something was broken and it is probably better that they parted ways.

Anyway, that's my story.

 

[jlanderson]

Hi,

This is my first post to The Fedora Lounge, and I really didn't intend to post but this situation has impacted me so here goes:

The facts:
- I ordered a jacket through Mark in early Nov. of 2011, paying in full at the time of order. We emailed back and forth on details - the conversation at the time was entirely pleasant. At the time he mentioned that the jacket would not be ready until January at the earliest. I said - no worries, I expect it to take some time
- In January, I emailed Mark asking if there was any status update. Not that I was expecting the jacket, just an update. Mark responded that he doesn't get updates and wouldn't know anything until the jacket ships from Aero.
- Last week I saw a post on Facebook that Aero USA was shutting down and to contact Scotland
- I emailed the factory and Mark, Mark responded quickly, letting me know that I had 2 options - pursue the jacket with Aero Scotland (and potentially pay import duties) or get a refund. I chose the latter.
- At about that time, I got an email from Holly telling me that my order never made it to the factory and I should seek refunding from Mark. In the course of several emails, I told her that's what I had done.
- Mark provided very detailed documentation that the refund was in process. I received the refund (in full) today.

Thoughts:
- I should have been informed by Mark before it was posted on Facebook or here. That's somewhat disappointing. If I hadn't 'liked' Aero on Facebook, I'd probably still be wondering when my jacket would arrive.
- It's even more disappointing that the factory had never received my order, despite paying in full from the outset and the 5-ish months between my order and finding that there was no order
- Mark was gracious throughout refund process, I appreciate his responsiveness on the refund even though the order process was clearly broken.
- Holly has been more than gracious in helping to rectify the situation and get things back on track

In the end it looks like all I'm out is time. I don't know what happened between Aero and Aero USA - nor do I want to know. But given the situation, it seems clear that something was broken and it is probably better that they parted ways.

Anyway, that's my story.

I'm very happy for you, Trob09. At least Mark Moye answered your email and acted on it. The last I heard from him was early Monday morning when he said he'd refund my deposit within the next day. Since then, no communication at all.

Since then, I've initiated a billing dispute with Bank of America, something I hated doing.

But you know what? When this nightmare is over, hopefully sooner rather than later, I've already told Holly and her dad, Ken, that I will be ordering the same jacket directly from them. The Calders and all the folks at Aero Scotland have bent over backwards to help me in the past few days.

 

[JoeNiblick]

...I don't know what happened between Aero and Aero USA - nor do I want to know...

Really? Because I'm quite curious, actually!

I'm also happy to hear direct dealings with the company are going well, since I'm still saving pennies for my first jacket!

 

[trob09]

I'm very happy for you, Trob09. At least Mark Moye answered your email and acted on it. The last I heard from him was early Monday morning when he said he'd refund my deposit within the next day. Since then, no communication at all.

Since then, I've initiated a billing dispute with Bank of America, something I hated doing.

But you know what? When this nightmare is over, hopefully sooner rather than later, I've already told Holly and her dad, Ken, that I will be ordering the same jacket directly from them. The Calders and all the folks at Aero Scotland have bent over backwards to help me in the past few days.

Yes, Mark was very responsive in returning my email and processing the refund. I opted for a USPS money order (he offered it as an alternative to PayPal refund) and I took that. Mark sent scans of the money order and a tracking number. As mentioned, the payment arrived today, less than a week from my first contact. While I am quite disappointed in what happened with the actual order, I am satisfied with his refund response to me. I am also more than satisfied with Aero Scotland's efforts to step up and take care of people who just wanted an Aero jacket.

I hope you find resolution.

 

[trob09]

Really? Because I'm quite curious, actually!

I have enough drama in my on professional life, I don't need to involve myself in another's drama.

 

[billyb]

Yes, Mark was very responsive in returning my email and processing the refund. I opted for a USPS money order (he offered it as an alternative to PayPal refund) and I took that. Mark sent scans of the money order and a tracking number. As mentioned, the payment arrived today, less than a week from my first contact. While I am quite disappointed in what happened with the actual order, I am satisfied with his refund response to me. I am also more than satisfied with Aero Scotland's efforts to step up and take care of people who just wanted an Aero jacket.

I hope you find resolution.

Ditto.

 

[billyb]

I have enough drama in my on professional life, I don't need to involve myself in another's drama.

Ditto, again.

Trob09, I like your style.

 

[jlanderson]

Yes, Mark was very responsive in returning my email and processing the refund. I opted for a USPS money order (he offered it as an alternative to PayPal refund) and I took that. Mark sent scans of the money order and a tracking number. As mentioned, the payment arrived today, less than a week from my first contact. While I am quite disappointed in what happened with the actual order, I am satisfied with his refund response to me. I am also more than satisfied with Aero Scotland's efforts to step up and take care of people who just wanted an Aero jacket.

I hope you find resolution.

Thanks. I'm glad Moye has responded to you and billyb. I just wish he'd get in touch with me.

Have a good rest do the week.

 

[Peacoat]

If a bartender told me to pipe down, especially the head bartender, I think I would do as he said. Scot is a good guy but it isn't wise to try his patience. A word to the wise . . . .

 

[jlanderson]

If a bartender told me to pipe down, especially the head bartender, I think I would do as he said. Scot is a good guy but it isn't wise to try his patience. A word to the wise . . . .

I'm chuckling now, just as I was earlier this morning. And honestly, I really don't care, as several folks have contacted me today to say they, too, have experienced the same problems with this retailer.

Good night. And have a good rest of the week.

 

[nissle]

My order i placed in early 2011 was never sent to Aero UK too. Ive emailed Mark three times with no response. Has anyone else beside a few people here, get any replies from Mark?

 

[ButteMT61]

Guys, jeez, nobody here has been out of line considering the serious nature of this topic. How about a little sympathy and leeway? They're just looking for help. If I get sent packing for saying so, so be it.

 

[HoosierDaddy]

It sure sounds like something serious happened on Mark's end. Certainly out of charactor. I've known him for years and this dropping of orders just doesn't jive. No conciliation for those who feel left hanging...but this one man operation failed because of something quite drastic happening to that man...in my view. I am sure if/when he can get it together everyone will be made whole...no matter the problems. I know many of us are bewildered that this could have ever happened.
HD