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I ordered one patchwork fleece pullover on September 14, 2016 over the phone. Had a very nice, helpful, customer service lady help me.

I wanted to know how to receive my rebate and she suggested I call another group at a different phone number. I was told that I could do that on-line if I provided my e-mail address and I did just that. Sometime over the weekend (Saturday) I followed up and tried to find out when my e-mail confirmation would be sent to me so I could request a rebate of 10% on my purchase. I was very concerned that it had taken so long to receive my confirmation of shipment (as I was told that I needed to have that prior to requesting my rebate).

I was not happy with the customer service person's attitude because she did all the talking and never allowed me to explain my situation and then she hung up the phone. Tonite I was able to get thru after waiting some time and spoke with a customer service person and she explained an entirely different procedure for my rebate request. She said I had to wait the 10 days (running late due to a change in warehouse locations) and once I received my purchase with the receipts I could then manually complete the rebate form and send it in for my 10% rebate check to be sent to me. This system doesn't work well and I don't know who trains the customer service people, but they certainly need more experience with customers.

I am planning to drop out of the VIP Exclusive Savings program as soon as my purchase is here and I have filed my refund request.

Reason of review: Poor customer service.

Preferred solution: Train your customer service personnel better. Try to communicate to them the same information so they can answer customer's questions correctly. Also, automate your VIP Exclusive Savings program making it easier for the customer!.

Location: Randolph, Massachusetts

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