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Sent Defective Product and Won't Assist with Exchange/Return

J Brand - Sent Defective Product and Won't Assist with Exchange/Return
I purchased a pair of jeans directly from JBRANDJEANS.COM on 5/15/2019 and paid for expedited shipping. The jeans arrived with a snag/pull/hole in the fabric on the left leg. Their website states that for defective/damaged product, customers must contact them via email or phone to process an exchange. I sent an email and waited 24 hours for a response, only to receive a long computer generated form letter demanding that I take and send them extensive pictures of the tags, labels, and damage and asking for an explanation of what care instructions I'd followed. These are BRAND NEW JEANS THAT I HAVE NEVER WORN OR WASHED. I NEVER EVEN TRIED THEM ON! THE TAGS ARE STILL ATTACHED. Furthermore, I purchased them DIRECTLY FROM THE COMPANY'S WEBSITE less than a week ago, but they can't look up my order information. When I called, I waited 8 minutes, only to be disconnected. I called again, waited 10.5 minutes, and finally spoke to a bored sounding person named 'Joe' who basically told me he couldn't do anything for me on the phone and I had to follow the emailed instructions and it's 'their policy' and hung up on me. Why would the website say to call when nobody can help? For a company that sells 'premium' products, I'm shocked at the serious lack of customer service. At this point, I feel I may have to get my credit card company involved. Seriously, J Brand, do you honestly think customers are buying $250 jeans and then deciding it would be a fun and constructive use of their time to deal with an exchange when the jeans are NOT damaged? Your website says, 'FREE DOMESTIC SHIPPING AND EASY RETURNS'. What a crock! PS: Here's your photo. Now the entire internet can see that you sell defective products.
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#1540263 Review #1540263 is a subjective opinion of poster.
  • Poor customer service
  • Sent defective product
  • Will not refund shipping fees on defective merchandise
Reason of review
Return, Exchange or Cancellation Policy
Preferred solution
One to One Exchange for Undamaged Item AT NO ADDITIONAL COST TO ME

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