Originally Posted by mixedmajik
Surprising you say that because they always responded to me (back and forth over maybe 20 e-mails), within an hour to two hours tops.
My experience has only gotten worse since then. After placing my most recent order, I emailed customer service within minutes to inform them that I wanted to make a chance to the half-bicep measurement. I wanted to change it to 7.75 inches. They replied and said they would inform the tailor. A second email from them said that they had checked with the tailor and he had indeed made my cuffs
7.75" as requested. I responded and informed them that I said half-bicep, not cuffs (coincidentally, my cuffs were also 7.75 inches, so they got them confused). So basically they misread my email. After the shirt shipped out, I received an email saying they were unable to accommodate my half-bicep change. I responded and pointed out that they had misread my email, and gave the tailor the wrong information. They advised him to alter the cuffs, not half-bicep. All of a sudden their story changed and, according to them, the reason they couldn't accommodate the change was because the shirt was already in production by the time I had requested the change (I emailed them 13 minutes after placing my order). I have no idea what the real story is, but I find it odd that their story suddenly changed when they realized they had made a mistake. I've been pretty understanding and patient, but it looks like they're basically refusing to do anything about it. It's unfortunate because I've been extremely impressed with the shirts I've received so far, but I doubt I'll place another order in the future.