TOG SHOP Complaint - Mismatched outfit, return approved, then rejected
UPDATE JULY 21, 2010:
After another call to TOG SHOP, they acknowledged they do not issue return authorizations, but I should simply return the items with a note outlining the reason for the return. I sent it back on June 30, with a note, a copy of the emails with the Customer Service Manager who authorized the´return, and the receipt for one of the items.
To my disbelief, today THE TOG SHOP returned the merchandise to me with a note "We do not accept altered merchandise," and a comment "No return slip for jacket (not on any of her orders)." The order number was there and both items were clearly on the same original order.
Tonight's customer service representative (who apparently reports to the´Manager who authorized the return,) told me:
1) The pants and jacket are not a set, and have separate merchandise numbers. [Wrong -- they clearly were sold as matching items.]
2) They do not take back altered items --[except the manager clearly had made an exception and approved this return.]
Tonight's "customer service" supervisor apparently decided she had the power to change the agreement, She was officious and stubborn. And said maybe the manager might call me in the morning.
Apparently the people in the returns department operate independently of "Customer Service" and make up their minds what to do without consulting the customer's account file or calling the manager as requested in my note.
Tog Shop now advertises a seersucker jacket and seersucker pants, each with a different merchandise number. The photo for each item includes the other item -- the pants photo shows the bottom 25% of the jacket, etc. I called customer service and they told me they are matching items despite differing merchandise numbers.
Nice merchandise. Occasionally crappy customer service.
VISA dispute department, here we come if Tog Shop doesn't call me back tomorrow.
ORIGINAL POST JUNE 25, 2010: Tog Shop rightly states on their order that "*Coordinate items will be shipped together to ensure color and fabric match." They shipped the seersucker jacket on May 10, and the backordered pants May 20, 2010. I have vision problems and did not see that the color and width of stripes were close but did not match. Had them tailored, wore them to a party, and when I got home my husband asked if I was embarrasssed to have worn a mismatched outfit. "Horrified" would be a better description of my reaction.
June 12 Tog Shop agreed to an unusual return approval because they should have been match-verified and shipped together. June 19, called and still no return authorization (including shipping cost-coverage). June 25, no record of return auth being sent.
$128.00 on my VISA, and WAITING for Tog Shop to follow thru!
I like their products, but this slow "customer service" is not customer service! (They can charge my VISA account 10 minutes after I place the order, but their orders state returns may take 1-2 billing cycles to show up as a credit on the charge account!)