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“Poor customer service”

written by Pierre-Alexandre_Sicart on 29/09/2017

On August 10, I visited the Taylor Stitch website and added a pair of jeans to the cart, but since I wanted to try again my own jeans for size, I didn’t validate the order. Unsurprisingly, I soon received an "I saw you left some stuff in your cart” email (a kind of email that’s just one step removed from spam). That email said: “Did you experience any problems or have any unanswered questions? If there’s anything on your mind, feel free to give us a shout by replying to this email.” And also: “Rest assured that if any item doesn’t fit or isn’t up to your standards, you can return it within 60 days so long as it hasn’t been worn.”

I answered that returning the item wouldn’t be an option for me: I live in France; sending a pair of jeans back to the States would be too costly. I admitted that, as a rule, should something doesn’t fit or please me, I just end marking it off as a loss.

I then proceeded to tell them that, according to their sizing chart, I should get a size 34, but that my other jeans are size 32 — so I wondered if I should go with their chart or with what I usually wear. I also asked about the percentage of Spandex in the model I was interested in. I said I planed to order within the week. Like this review, my email was long but carefully proofread.

I received an automatic answer: “We got your question! We’re on it, and we’ll be back to you as soon as possible.” And they did, the next day, but only to say “Thank you for your feedback, Pierre! It’s great to hear from you.”

Uh, yes? And?

In my answer, I pointed out that my original email contained a question.

Time passed. I tried to be patient, but finally, on September 18, more than a month later, I sent them a reminder: “Hm, do you think you’ll ever find the time to find the question in this email and answer it?” (My original email was reproduced below those words.)

I received the same automatic answer as before: “We got your question! We’re on it, and we’ll be back to you as soon as possible.” More than ten days later, though, they still haven’t answered. I visited their website this morning and saw that the jeans I wanted are sold out. Clearly, for Taylor Stitch, it means my emails are no longer worth the time answering them would take — if they ever were.