Confusing sizing, onerous return procedure
The tank tops were photographed on the website with 2 different models, making the sizing confusing - one model was Daniel, the other a skinnier guy, so no real way to know how the tanks would fit. It said "model is... wearing a size..." But which model. They were much too small / tight for me.
When I tried to process the return it didn't work so I had to go to my local post office, write the address by hand like it was 1998, pay for the postage, hope for the best that it would reach the destination - the instructions and "address" were not in International format so my local post office took about 10 minutes trying to locate the address in their system.
Modern online shopping is annoying enough with all the extra time staring at screens and more effort required for the customer to process payments for the vender, enter delivery info, etc. Not to mention the excessive packaging that is eating up the planet. So the return process needs to be super easy. This was way too time consuming and required me to do way too much admin.
Svar fra Daniel Simmons
Hello,
Thank you for taking the time to leave your feedback. We're really sorry to hear that your experience with us didn't meet your expectations.
We completely understand how confusing online sizing can sometimes be. That's why we have a dedicated customer service team available via email who are always happy to help with any sizing questions before you place an order. They would have been more than happy to guide you through the process and help ensure the best fit.
Regarding your return experience, we're sorry to hear that you had to handwrite the address at your local post office. Unfortunately, we don't have control over the systems individual post offices use. However, we do offer an online returns portal where customers can easily log in, pay for, and generate a pre-filled returns label directly from our system. It’s designed to make the process as smooth and hassle-free as possible.
We also want to address your comments about return costs. Like many online retailers, we don't cover the cost of change-of-mind returns, and we do our best to make this clear in our returns policy. That said, we do appreciate your frustration and will pass your feedback on to our team for future review.
Lastly, we're sorry you weren't happy with the packaging used. We value all customer feedback and will make sure your comments are shared with our design team as we’re always looking for ways to improve.
We genuinely appreciate you giving us a try, and again, we’re sorry that your experience didn’t live up to your expectations.
If you’d like to discuss anything further or if there’s anything else we can do to help, please don’t hesitate to reach out to our customer service team info@danielsimmons.co
Team Daniel Simmons