Being that my career field switched from a suit-only attire to very business chic, I went on a quest this fall to purchase some nice jeans. I got several pairs and always had your brand in the back of my mind. One of my best friends, Ellie, swears by your fit. Being that I have a curvy figure, I heard you especially cater to women with butts. So, thanks for that at least.
I ordered my first pair from your website the second week of December. They were the wrong size, so I affixed the UPS sticker right back on the box and shipped them back to you. And then, I sat and heard nothing. In fact, I never heard anything.
I will say your competitors, 7 for All Mankind & Citizens of Humanity, have exceptional customer service. I expected nothing less from you, but let me break down my experience with your company like this:
I expected to receive some type of email confirmation saying that you received my return to let me know you got it and that an exchange was in the process. Nope. I expected to have an alternative pair sent within a few weeks (at a max). Nope. About a month after I sent them back, I began to worry that they were MIA. Your jeans are not cheap, and I hated that I had that invested money dangling out in California and no form of knowing if the right sized pair was coming my way.
So, what did I do? Well, I called your Customer Service number. Daily. Several times a day. Do you know what I got? "We are sorry, this number is unavailable." Over and Over and Over. Oh Wait! One time I did get in touch with a receptionist who wrote down my info and told me she would 'pass along my message to customer service.' Um.... what?!
So, then I resorted to emailing your customer service email address. Many times. I included all my order info, size info, address, contact info persistently asking for SOMEONE to get in touch with me. That never happened.
I even resorted to last-ditch efforts of contacting your Public Relations department with the subject line, "Upset Customer: Please Respond." The body of the email was really just asking for someone to talk to me and let me know where my order stood?!? Is that too much to ask?!
Well, yesterday, I came home from Minnesota and received a nice little package on my door. It was my jeans, in the correct size. I mean.... thanks I guess.... but, it would have been really nice to have included some type of "I'm sorry" note OR maybe even a small gift card as damage control for your extreme lack of customer care.
From this point forward, I want you to know that I don't care how good your jeans may be... I will never purchase from your company ever again and I will advise anyone else to do the same.
It's 2011 and you live in supposedly, one of the most trendiest states in the US. Don't you think it's about time to get your Customer Service act together?
I mean..... thank goodness they fit perfectly because having to go through all that for a second time..... I don't think I could have handled it.