K&G Fashion Superstores Complaint - Mens Warehouse/K&G Stores Online--Dr.Jekyll/Mr. Hyde of Online Clothing Retailers?
ONLINE, GEORGIA -- Was looking for new dress clothes to wear to a wedding. Originally shopped at Macys and found their prices to be a bit high. Decided to look online and shopped at the Mens Warehouse and K&G Fashions. (FYI--these are the SAME company, just different at the store level)
Ordered 3 dress shirts and two pairs of slacks. Pricing was excellent. Originally selected free store shipping, with a total time of 5-8 days. Placed orders with both Mens Warehouse (MW) and K&G (KG).
Checking the calendar, I noticed that the items would not make it to the stores on time and called both sites (same 800 number) to see if upgraded shipping was available for a fee. Both sites allowed me to upgrade to 2-day priority shipping without fee. At this point I am highly impressed.
The calls took place Thursday, October 6. Items were needed by Thursday, October 13 -- 4 business days away. All should be well, or so I thought.
MW sends me an email alerting me that package has shipped with tracking number to trace. I trace it through the UPS system and see that it should be on time. As expected, MW package arrives via the friendly UPS man on Tuesday October 11. All items are accounted for and I am happy.
Now for a trip to Opposite World--my KG order. As of October 7, I have not received an email from them indicating that the package has shipped. I figure its the weekend and being a logistics person myself, think the warehouse should have the items boxed and shipped out by Monday. All of the items showed in-stock when ordered, so it should not be a problem. Monday, October 10 rolls around and still no email. I call KG and get a less-than-friendly response that orders can take up to 3 business days to ship out. So I wait until Tuesday, where the 3 business day time limit has elapsed and I still have no email confirming shipping. I check KG's online site and use their order status checker. It informs me that ORDER HAS NOT SHIPPED yet. Beginning to panic, I call KG again and ask what is going on with the order. I find that not only has it not shipped, but the items have not been upgraded to 2 day shipping and are to be shipped to the store with an 8 day transit time. I remind the CSR that they promised free upgraded shipping and, even if not, I would pay the upcharge to get my clothes. CSR informed me that there would be no upcharge and to just check email for their shipping confirmation. So I wait again....
...Until Wednesday morning (today). I have no email confirming items have shipped. In addition, KG's online order checker still reports "ORDER HAS NOT SHIPPED." Panicked, and very angry, I again call up KG at 8:30am to inquire about my order. This time, the CSR calls down to the distribution center and makes sure that my order will ship today. Also, I am given another upgrade to next-day air shipping. This is of little comfort, as I know that UPS will sometimes delay those shipments even if they get into the local hub on-time. CSR assures me that I will get my items by October 13 and will personally follow up with me with statuses on my items.
Fast forward to 3:30 pm and I STILL have no email regarding the status of my items. I call KG again (they know me by name now) and ask once more the status of my order. The CSR tells me that magically the order is on the truck and heading to UPS. He is even able to provide me a tracking number. Hoping that this is the end of this nightmare, I thank him and hang up, all the while surfing over to UPS' website. There I enter the tracking number and to my dismay, it is invalid!
Looks like I will be back to Macy's to buy their overpriced shirt and pants to make it to the wedding on-time. Once the items get here (if ever), I will return them to K&G's local store. In addition to losing my business, they will now also have to return this merchandise to their distribution center on their dime.
I fail to understand how this store will stay in business. Yes their prices are great but their shipping policies are atrocious! What is more ridiculous is that they are the same company as the Mens Warehouse, who got their package to my door on-time and complete.
Does this signify that KG customers are lower priority than MW customers?
I do not know, and I do not care to find out. I will never order from either company again and will make sure not to patronize their stores.
Sorry MW, you lose as well until you can either get KG up to snuff or dump them as a brand.