Tog Shop/ Applegate - Tog Shop Does not stand behind its 100% customer guarantee.

Posted on Monday, May 7th, 2012 at 12:42pm CDT by fd0d577a

Product: Seersucker slax & jacket

Company: Tog Shop/ Applegate

Location: P.O. Box 176
Jessup, PA, 18434-0176, US


Category: Other

(Date is approximate) Woman's seersucker jacket and slax fabrics do not match. Rep on phone had said they would match. Company promised to take them back even though tailored. Shipping department sent them back BECAUSE tailored. Company denied they said the seersuckers would match -- they do not match in color or stripe width. Called ordering department again and asked rep if the slax and jacket match since they are displayed together on line; he checked and said they would match. OOPS, they do not. Gave up after complaining several times.

Months later a customer service lady called 4 times promising to straighten this out so we would come back as customers. Finally the nice lady stopped calling me and ignored me.

Terrible customer service!!! Will not shop with any of the related companies again. (This is an "old" complaint, but they keep sending catalogues and I decided it was time to spout off again.)

Nowhere does their 100% customer service policy say tailored items cannot be returned, especially if the company lied about the matching fabrics:

"Product Returns and Exchanges

"Product Returns

"If you're not satisfied, we're not satisfied. Our guarantee means we will gladly arrange a refund or exchange within 90 days of your purchase, whichever you prefer.

"The return form is located at the bottom of your invoice. Please complete your return information including the reason for returning. If you cannot locate your invoice, you can simply print a copy by clicking My Account and selecting Order History.

"You may use your original packaging material to make your return. Please be sure to remove any labels affixed to the package or cover the original address label to avoid any confusion. You have two options to make your return.

"Option 1 - Option 1 - Use our Returns label - Your most convenient return option. You pay nothing up front. When your return is received, we will deduct a charge of $8.99.

"Option 2 - Return on your own using the delivery service of your choice to the address listed below. For your protection, please return by insured mail and be sure to save your receipt for your records.

"The Tog Shop

100 Murray Drive

Warren, PA 16368

"Please allow 1-2 billing cycles for credits to process on your credit card. If you have requested an exchange, you will be refunded for the return and charged for the exchange upon shipment.

"If you have further questions concerning a return or exchange, contact us at [email protected] or call us toll-free at 1-800-262-8888. "

Customer Service policy is a joke! (PS: Kept the "outfit" just in case someone wants to see proof of their incompetence.)


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