I bought a nice pair of leather gloves for my wife. The gloves arrived on time with standard shipping charge (which is always more than the postage cost). It was light colored leather gloves which fit my wife's hand, but when she used it for a day, she found the length to be too short and wanted a longer one. I told her to immediately stop using it and I contacted the customer service.
No one picked up at multiple try (it was 3 pm EST) and so I left a detailed message with my number to call back. After no response for a day, I left a message on their web site to email me back. No response for a week. Finally, I read the web site policy it said you can return ""any gloves you didn't enjoy"", ""no calls required"". So I packed the item carefully back and shipped it back at my own expense.
Now after than when I did not get any response for a week after they received it, I called them back. This time I got them and heard that since my wife used it for a day, the light colored gloves got some dust marks, and they are refusing the return. However, they never informed me and I had to call to find out. Moreover they did not clearly mention that in their web site policy and did not return my query before I spend money to ship it back.
And that was not the end - after two more weeks, I still haven't got my return, so I called them. They were waiting for the shipped to return it to me and change me back for the return shipment. Since they haven't done till now, they are now acting ""generous"" and paying for the return shipping back to be.
That is a pathetic customer service policy. Bait us with great policy on web site and not following them. On top of that I am without use of the gloves for more than a month, while it is waiting for them to ship it back to me!!
You lost me as a customer. I am going to buy the longer gloves from our California online shop ""leather-gloves-online"", where people pick up the phone and answer questions patiently.