Hi，
I am truly sorry to hear about your experience, and I sincerely apologize for the frustration this has caused you.
I understand your disappointment regarding the return process, especially given your specific situation with your hand. Please be assured that our 30-day return policy is intended to be a guarantee for our customers, and it is certainly not our intention to provide misleading information. If there has been a communication error regarding your order's status, I would like to rectify it personally.
We take your feedback very seriously. Could you please reach out to me directly at [email protected] with your order number? I want to look into the details of your receipt and the previous interaction you had with our support team so that we can resolve this matter for you immediately and ensure you receive the return assistance you deserve.
I hope you will give us the chance to make this right.
Best regards,
Johann
Founder, Traverseon
I am stepping in to personally address your email. You have every right to be angry, and I completely understand your frustration.
Waiting over a month since mid-May with zero tracking movement—and receiving no proactive communication from our team about the delay—is absolutely unacceptable. When you invest $286 in premium gear, you expect reliable service and transparent updates. We failed to deliver that to you, and for that, I sincerely apologize.
I am not going to make excuses about logistics or shipping partners. The responsibility is ours. To make this right immediately, I want to give you full control over how we proceed. Please let me know which of the following two options you prefer:
Option 1: Immediate Full Refund. I will process a 100% refund of your $286 right now, no questions asked.
Option 2: Expedited Replacement. If you are still willing to give us a chance, I will personally oversee the dispatch of a brand-new tent today via expedited overnight/2-day shipping at our own cost. (If the original delayed tent ever shows up, you can keep it as a backup or gift it to a friend).
Please reply to this email to let me know your decision, and I will execute it the moment I hear from you.
We take your feedback about our lack of communication very seriously, and we are already fixing our internal tracking alerts to ensure no customer is left in the dark like this again.
I am so sorry for the massive inconvenience we’ve caused, and I hope we can make this right for you today.
Best regards,
Johann
Founder, Traverseon
www.traverseon.com
I am stepping in to personally address your email regarding the return of your blanket.
First, I want to sincerely apologize for the frustration this has caused. You are absolutely right—if the "final sale" condition tied to the discount was not clearly and explicitly displayed during your checkout process, it is completely unfair for us to enforce it after the fact.
I have reviewed your case and I am overriding our support team’s previous decision. We are fully honoring our "free returns for 30 days" policy for your order.
Here is what I am doing for you right now:
Your Return is Approved: We will send you a prepaid return shipping label in a separate email shortly, so you can send the blanket back at zero cost to you.
Full Refund: As soon as the tracking shows the blanket is on its way back to us, I will personally ensure your full refund is processed immediately to your original payment method.
We take transparency very seriously. Because of your feedback, our technical team is currently updating our checkout page to ensure any "final sale" items are clearly tagged in the future so no other customer has to experience this confusion.
I am sorry again for the initial hassle, and I hope this completely resolves the issue for you.
Best regards,
Johann
Founder, Traverseon
www.traverseon.com
I am Johann, the founder of Traverseon. I’ve personally reviewed your case, and I want to sincerely apologize for the frustration our troubleshooting process has caused you.
At Traverseon, we pride ourselves on "material honesty." Our heated blankets are designed for rugged outdoor use, which requires a consistent and high-output power source (5V/2A or higher) to perform effectively in cold conditions. Many standard portable chargers do not meet these specific requirements, which is why our team asked for photos and battery specs—to determine if the issue was a technical defect or a power supply mismatch.
However, I hear you loud and clear: as a consumer, you simply want the product to work without a "homework assignment" of emails and additional costs. We clearly missed the mark in making this process easy for you, and for that, I am sorry.
I don’t want you to "give up" on us. I’d like to step in and resolve this immediately. Please reach out to me directly at [email protected]] with the subject line "Johann - Trustpilot," and I will personally ensure we either provide a solution that works for you or issue a full refund—no more pictures or spec sheets required.
We value your feedback as it helps us simplify our service for the entire overlanding community.
Best regards,
Johann
Founder, Traverseon
I am Johann, the founder of Traverseon. I am very sorry to hear about the frustration you've experienced with our heated blanket and our communication process.
It appears there might have been a technical hiccup or a disconnect in our support thread, as I want to ensure your specific case is prioritized and resolved immediately. I’ve personally alerted my team to look out for your message.
Please send a fresh email to [email protected] with the subject line: "Attention: Johann - Trustpilot Resolve."
I will personally oversee this to ensure we provide a solution that works for you, without any further requests for photos or specs. Thank you for your patience as we make this right.
Best regards,
Johann
Founder, Traverseon
