Matisse Pxu

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

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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.
View full review
  • Poor customer service
  • Will not refund shipping fees on defective merchandise
  • Sent defective product
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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