RANDOLF, MASSACHUSETTS -- I placed an order for 3 pairs of pants on 7/17/12. What I received was one pair of pants - and not the once that I ordered. When I called customer service (herein referred to as CS), I was told that the items that I had ordered were not in stock, so they "replaced" it with a pair of pants that they did have in my size. Have you ever heard of such a thing? I returned the pants, requesting a full refund and no return shipping charges. After multiple calls to CS, I finally was given a credit, less $5 shipping. I've called CS to try to get my $5 back, but they are not helpful at all.
I called several times to find out if the pants that I was looking for were in stock, to try to avoid the pitfall noted above. After calling every week for one month, they were finally in stock. I placed an order for 6 pairs of pants (3 boot-cut and 3 slim leg) - all in the same size. The order that I received was 50% incorrect. They sent 3 pants in one size and 3 pants in another size. I returned the pants. When I hadn't received a credit, I called to speak to a CS supervisor (at this point, I was pretty frustrated) and told her of my concern that orders were not being processed properly.
The supervisor told me that she would have to listen to the recorded call when I placed the order and insinuated that I was lying! When I told her this, she promptly disconnected my call! I called again and spoke to another supervisor, who confirmed that that my return had been received by their warehouse and that he would "look into expediting" the credit to my account. To date, no credit has been posted. Emails to CS have been ignored. I returned the 3 pairs of pants that were the wrong size (Metrostyle's error) as well as another pair of pants that were actually accurately processed as part of my order, but just didn't fit right.
I expect a credit for the 4 pairs of pants, 50% refund of my shipping for the items that were sent in error ($16.99 shipping for the entire order) and no return shipping charges. This is absolutely the WORST online experience I have EVER had - and I buy ALL of my clothes online. Horrible customer service, horrible processing of orders!
For years I have been shopping at Chadwick's, which is also owned by the same company that owns Metrostyle. On March 25th I placed an order for 3 items; 2 tops and a pair of pants. On March 31st I called to check on the order and they told me they are transitioning to a new computer system and could not see if it shipped or not. They advised me to order it all again. So I called to see if they saw the order and they said I have 2 orders and they will cancel the one I had just placed on the 31st. Well, in April I got BOTH orders. I sent the 2nd one back at my expense because I did not want to make another call and talk to someone who did not know what they are doing.
They credited the first order which was a lower amount and took off $6.00 for shipping! I emailed them to let them know the wrong order was credited and that they still owe me $30.48. No response. So I sent a letter over a week ago explaining what happened and a copy of my receipt. STILL no response. At this point I am at a loss of what to do next except keep hounding them for my additional refund. In this day and age there is no excuse for months on end to transition to a new system and to be so unresponsive. I may have to write to the president of the company. It's too bad because I really like their clothes. FRUSTRATING!