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www.moderntailor.com Custom Tailored Clothing Official Thread - Page 76

post #1126 of 3230
1/26/11 at 8:34am
Thread Starter 
Quote:
Originally Posted by HarleyBob View Post
I have been a big fan of Modern Tailor and have purchased 43 shirts from them over the past 6 months. They have always responded quickly to my emails and I have never had a problem with their customer service. I order 5 shirts and tried a new collar. The collar doesn't work for me. They did nothing wrong. After communicated with them, I shipped the 5 shirts back to have the collars replaced. As it was my error, I feel I should pay for the replacement collars and shipping both ways. It's only fair and if they had messed up, I would have anticipated that they would do the same.

I mailed them back on December 14th and they arrived on December 31st. I sent them by US postal service. I sent them an email on Jan. 17th inquiring as to the status. They emailed me back the next day and indicated they had not received them. I sent the tracking number to them on the 19th. They responded that they would check on them.

I have emailed four times since then. I hear nothing in return. I now know why all the complaints on here about their customer service. I would think that for a customer that has spent several thousand dollars on their merchandise, they might respond in a timely fashion. But alas, no reply. I am not upset about how long it takes to correct my error, that is not an issue. I don't like to be ignored.

They are not getting any more of my business and I even have shirts queued up to order.

Harley, kindly email all those follow ups you made with us to sales@moderntailor.com or leah@moderntailor.com
We have switched email ticketing system in the last 4 weeks and the complaints about not receiving our reply were mainly due to:
1. customer sent email to a no-reply email address
2. emails got stuck in our new system

Note that we have switched back to our old ticketing system.
I will investigate what happened in your case. We don't ignore our customers.
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post #1127 of 3230
1/26/11 at 8:41am
edit-nvm
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post #1128 of 3230
1/26/11 at 8:44am
Thread Starter 
Quote:
Originally Posted by deveandepot1 View Post
Sad to hear this.
I have also had about a dozen unanswered emails with MT. Sometimes I get replies, sometimes I don't. They have a half dozen email addresses try them all.

Edit- Emma beat me to it.


Hi guys, well , you all know I'm present on SF ... I just wish we could have discussed these complaints. We're all very transparent to our customer dealings.
If you have unanswered mail, please email me directly at leah@moderntailor.com

Even just a reminder of the email would have helped.

We have just received complaints about unanswered mail for 1 week and we switched back to our old mail system while we're trying to figure this out.
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post #1129 of 3230
1/26/11 at 8:46am
Quote:
Originally Posted by Rugger View Post
any coupons out right now?

They still have the Facebook coupon, but that looks to be it.
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post #1130 of 3230
1/26/11 at 3:48pm
Well, I'm sure everyone loves to see these white and black shirts.. so here are mine.


Code:
Neck                16 inches
Chest               39.5 inches
Waist               36 inches
Hips                40 inches
Shoulder            19 inches
Left Sleeve Length  25 inches
Right Sleeve Length 25 inches
Left Wrist           7.5 inches
Right Wrist          7.5 inches
Bicep               13 inches
Shirt Length        31.5 inches
Armhole             19 inches
Back average, Shoulder Avergage, Stomach Flat, Body Well Built , height 71.75" (6'11.75"), Weight 170.

What I know, the arms out picture cuts off the sleeves so not very helpful, but the sleeves are about an inch short. There is a bit of a billow about my middle so maybe shrink the waist and hips by a bit? Also there is a bit of a diagonal crease from the neck to the armpit, should I go with the sloping shoulder or hunched option to remove that? And the arms are a bit funny since the first picture makes the sleeves look a bit long. this is either from to small of a wrist measurement, or just too much fabric in the forearm. Any suggestions?
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post #1131 of 3230
1/26/11 at 4:29pm
I'd go for a slightly smaller armhole and bicep measurements. The sleeves also don't look an inch too short. Perhaps that crease is from your shoulders. Try sloping shoulders. That shirt is wearable though so that's pretty good for a first try.
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post #1132 of 3230
1/26/11 at 7:14pm
Thread Starter 
My Open Letter to Customers

We have received some complaints about emails not being answered recently. This is on top of some complaints about delayed shipment. It is a very disappointing situation from our standpoint as well. I would like to take this chance to mention the following:
1. We have already reverted to our previous email system... In December we switched to a CMS tool which allows us to monitor customer correspondences and # of tickets. We had the best intentions. However, things didn't turn out as planned and relevant emails were stuck in the system. Some emails were not forward to us especially emails which were not sent to the right support email address - sales@moderntailor.com

I am hoping that we will not miss any email this time that we are back to our old software.

We are still trying to consider other CMS providers but we will not transition yet.

2. We had shipping delays over the holidays. I am relieved to share with you all that we now have only .5% backlog, including unresolved shipping issues. Most of our customers who have received packages late have their remake orders in production already and some "in transit". Note that you are not obliged to pay or return any excess packages - please consider them as gifts.

We appreciate your patience and understanding over the recent issues. We would like to prove ourselves again.

Regards,
Emma
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post #1133 of 3230
1/26/11 at 8:30pm
Quote:
Originally Posted by moderntailoremma View Post
My Open Letter to Customers We have received some complaints about emails not being answered recently. This is on top of some complaints about delayed shipment. It is a very disappointing situation from our standpoint as well. I would like to take this chance to mention the following: 1. We have already reverted to our previous email system... In December we switched to a CMS tool which allows us to monitor customer correspondences and # of tickets. We had the best intentions. However, things didn't turn out as planned and relevant emails were stuck in the system. Some emails were not forward to us especially emails which were not sent to the right support email address - sales@moderntailor.com I am hoping that we will not miss any email this time that we are back to our old software. We are still trying to consider other CMS providers but we will not transition yet. 2. We had shipping delays over the holidays. I am relieved to share with you all that we now have only .5% backlog, including unresolved shipping issues. Most of our customers who have received packages late have their remake orders in production already and some "in transit". Note that you are not obliged to pay or return any excess packages - please consider them as gifts. We appreciate your patience and understanding over the recent issues. We would like to prove ourselves again. Regards, Emma
Congratulations on obtaining only a .5% backlog/unresolved shipping issues. Unfortunately, I am one of the .5% and I don't really care about the other 99.5%. I would just like to have somebody, anybody respond to my emails. I did receive an email today after posting here, but it just reiterated what you said to me a week ago, "we are following up on it." You received my package 26 days ago, how much longer do you think you will need in order to "follow up on it?" After ordering 40+ shirts from you, one would think that I would receive a timely response.
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post #1134 of 3230
1/26/11 at 8:34pm
I have supported you guys with my purchasing dollars and with my positive comments on this forum, but I have to tell you if you cannot get your communications down to where you are responding to people within a reasonable time period, say 24 hours, then you are going to continue to get bad publicity. I'm sure you don't want that.

I have had no problems with your turnaround time on my orders or on your quality, but all that is for naught if you won't communicate timely.
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post #1135 of 3230
1/27/11 at 3:49am
Just wanted to chime in that, while the e-mail response turnaround seemed a little bit better 6 or so months ago, I've yet to have any issues with communication. The measurements have always been precisely correct, and I have nothing but praise for Modern Tailor. That being said, I do hope these issues are resolved, and with efficiency. I don't want them to earn a less flattering reputation arounnd here, but would rather see them continue to grow.
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post #1136 of 3230
1/27/11 at 4:15am
Don't know what's going on with shipping... I ordered my sixth order on January 6, tracking code says it was shipped on Jan 13 express. It's been 10 business days, and the tracking hasn't even been updated. I really need the shirts soon. All of my previous orders had been received within 10 business days after placing the order. This is what tracking says:
Quote:
Class: Express Mail International® Status: Foreign Acceptance Your item was accepted on January 13, 2011 at 11:50 am. Information, if available, is updated periodically throughout the day. Please check again later.
Express mail from China should take about 5 business days.
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post #1137 of 3230
1/27/11 at 9:58am
Quote:
Originally Posted by moderntailoremma View Post
Hi there!


We are fully booked so we are not taking orders until 15th of Feb.
We'll put up the suits/pants again soon.

Does this apply to shirts or just the suits/pants?

And can someone please tell if there is coupon for January or a permanent one, thanks.
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post #1138 of 3230
1/27/11 at 11:05am
Quote:
Originally Posted by HarleyBob View Post
I have supported you guys with my purchasing dollars and with my positive comments on this forum, but I have to tell you if you cannot get your communications down to where you are responding to people within a reasonable time period, say 24 hours, then you are going to continue to get bad publicity. I'm sure you don't want that.

I have had no problems with your turnaround time on my orders or on your quality, but all that is for naught if you won't communicate timely.

I hate to say it, but responses to my recent emails (and actually all emails) have been timely. That lends credence to the case of "some emails getting lost." While I understand that sucks for you, I just wanted to provide an alternative view.

Working with CRM in the past, you (a repeat customer), have to be one of their priorities, and they should definitely make things right with you. Assuming they want to keep you as a customer, that is.

Quote:
Originally Posted by musicguy View Post
Don't know what's going on with shipping... I ordered my sixth order on January 6, tracking code says it was shipped on Jan 13 express. It's been 10 business days, and the tracking hasn't even been updated. I really need the shirts soon. All of my previous orders had been received within 10 business days after placing the order.

This is what tracking says:



Express mail from China should take about 5 business days.

My tracking is almost the exact same, except it was picked up at 11:51.
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post #1139 of 3230
1/27/11 at 11:33am
My responses have always been timely. Shipment generally takes 2-3 weeks from China to Canada via EMS.
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post #1140 of 3230
1/27/11 at 11:41am
Quote:
Originally Posted by musicguy View Post
Don't know what's going on with shipping... I ordered my sixth order on January 6, tracking code says it was shipped on Jan 13 express. It's been 10 business days, and the tracking hasn't even been updated. I really need the shirts soon. All of my previous orders had been received within 10 business days after placing the order.

This is what tracking says:



Express mail from China should take about 5 business days.

I've placed about 6-7 orders from MT in the last 3 months, and my shipping has been hit or miss with them. Sometimes I receive everything within 10 calendar days, and other times it has taken nearly a month.
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