I had ordered a few products from this company previously for my fiance and I. So for christmas I decided to order her the new lounge pants. They arrived, and she decided she wanted a different size after briefly trying them on. No big deal, right? Wrong.
I called them that day and left a message, I assumed they were closed due to holidays. A week later I still hadn't heard from them. All the while, the pants had been sitting neatly folded up in a bag on top of a dressed. I have to call THEM back to figure things out, and they have me send them back to exchange for a different size. Not a great process, but okay I suppose. Unfortunately, it doesn't end there.
I received an email shortly there after sending the pants back that they can't accept them because they'd been "worn or washed". This didn't make sense to me, so I called them and sent them emails. I then call and email them asking them to call me to figure this out. Rather than call me back, as requested, they email me a link to where my "service ticket has been updated". The link doesn't work because my password didn't work and the link to reset it didn't work. So I sent ANOTHER email and finally heard back.
I was told that they couldn't accept them because of this DIRECT QUOTE: "Whenever anything gets returned to us, our returns team goes through a thorough inspection process of each item. They took a whiff of the pants and, instead of smelling like our warehouse, they smelled of fresh spring, like from a fabric softener or laundry detergent."
They took a WHIFF of the pants? I'm sorry they smelled clean because we keep a clean home and kept them somewhere clean.
To sum up a rather long post (apologies), I love their products but have never had a worse customer service experience or harder time exchanging a product. Done with this company.