Well I brought this up in the middle of another post months back when we were discussing quality winter clothing. I felt like it was worth an update. I ordered a limited edition wool packer coat from them, it’s a $700 version of their double mackinaw plus a shearling collar and unique color options. If you’re not familiar with their wool coats the double mackinaw is basically a wool coat with a second layer of wool caped over the shoulders and down to the sleeves.
I received the coat and it had a loose string here and there but I was pumped to get it so I didn’t care, I then however found the second caped layer of wool was not trimmed properly so one sleeve came out to be shorter then the other and it’s worse once you put the coat on. I read a lot of poor reviews of the company lately and I assumed it was just cry baby customers complaining over stupid stuff given their long history of quality.
When I reached out it took about a week for a reply which was fine it was right after Christmas. However every contact took a week to get replies and eventually more than that. I was eventually told they couldn’t promise to fix the item and obviously I couldn’t exchange as it was limited and sold out. I was offered to send it back and IF it could be altered expect a lead time that would get my coat back come spring. I expressed being unhappy and was asked for photos, a couple weeks later I’m told again sorry no promise 6-8 week turn around. I finally sent it back recently and was refunded.
I don’t have an issue with the customer service guy as it’s not his problem but I felt the company really handles customer service terribly especially given the price of the items. I certainly would have purchased more had they handled this properly and with any sense of urgency/ genuineness, some research shows things have gone quite downhill since an ownership change, it too bad because I really wanted to keep the coat but couldn’t on principal after going back and forth for a few months with no resolve. The bit on the back of the coat was a bit uneven also but nothing I couldn’t live with. But for a $700 coat the whole deal was a bit ridiculous- photos below
Submitted March 31, 2018 at 05:35PM by CannonWheels https://ift.tt/2pW9wal
