Read all policies and keep all tags!
Update: I had asked them to reconsider accepting the return and issuing the refund and they agreed. They provided a return label and I sent it back this past week. I’ll update again after I receive the refund, but I’m increasing my rating based on them issuing the RMA.
Original review;
Although they offer a wide variety of clothing at very discounted prices, I am no longer comfortable shopping with them due to poor customer service and policies that are not customer friendly. It is very unfortunate, because I was planning to order quite a bit more to refresh my summer wardrobe.
In a span of 2 months, I placed 10 orders, 75 items, and spent approx $1300 with this company. Intially, I was not aware they sold items with damages or defects, so when I started receiving items with defects (broken button, missing zipper), I reported those to customer service. They informed me that the defects were listed in the item descriptions, so I leared the lesson to thoroughly read the descriptions before ordering. However, their website is designed so that you can add the items to your cart and never see those item descriptions. I even mentioned it would be really helpful if they flagged the items with damages or defects or include something in the titles so we knew to read the descriptions, but nothing has changed so I think they prefer to hide that information and hope that people buy the defective items and then chose to keep them when they find out how much it costs to return something. They did offer to let me return the items, but the return would have cost more than what I paid for the items thanks to their $8.99 to 10.99 return fees. So, basically, they would make money off the sale & return, and then be able to sell it again... shady business practice.
I have since made sure to read the item descriptions on everything I've purchased and not use the feature to add things directly to the cart. Some of my latest orders were overcoats, which arrived a couple of weeks ago. The weather has been warmer, so I have not worn any of them and just had them laying on a bed in a guest room until I had a little time to clear out my coat closet. This weekend, as I was putting them away, I noticed a dark spot on one of overcoats, which I thought was a little ball of loose thread, lint, or pilling from the wool. However, as I looked closer, I noticed it was a burnt spot (like a cigarette burn)... I immediately pulled the listing back up and confirmed there were no notes about a burn or defect, so I emailed customer service to let them know and ask about returning it. I was shocked by their response... they basically said that they have no notes about a defect (suggesting that I damaged the coat) and then they said they would not accept a return or issue a refund because the tags were removed... The coat arrived 2 weeks ago, the coat tails are still stitched together, I've never worn it, I don't smoke... I guess their position is they do not make mistakes so there's no way their "experienced quality control staff" would miss a defect and even if they did, I removed a tag so tough luck... I honestly do not think there were tags on the coat because they are still on the other coats I ordered and received at the same time... but I cannot say that I did not remove any tags with 100% certainty. I completely understand the return policy concerning the tags if I was just returning it because I didn't like it, but I had no intention of returning the coat until I saw the burnt spot.
On their main page, they state "repeat customers is our number #1 prirotiy...". They say they want the experience to be "100% hassle free" and they have "responsive customer service reps waiting to help." Yet, if you read their return policies, you will quickly see how much hassle is involved and the numerous vague technicalities their responsive customer service reps will use to deny requests for returns/refunds, or make it so the cost of returning anything or the refund amount so low that it isn't worth the effort to return something. They even have a policy outlining how they will refuse future orders if you are a hassle to them and request too many returns (this would have been my 1st return).
I am somewhat fortunate that my credit card has buyer protection coverage so I'm filing a claim with them.
