I used to love their shirts, and for a while, it was all I bought, until a recent experience. I purchased a shirt there, and wore it once. When I took it off, I noticed two of the buttons were comming undone. I was a little upset, as I'd come to expect more, and this was clearly a defect. So I went back to the store, to get the shirt replaced. Well, the folks at the Boston Copley store said they were sorry, but the best they could do was send it out for reapair. I told them that this was unacceptable because a) it meant an extra trip there, and, b) it was defective from the start, and I paid full price for a perfect shirt, and felt entitled to no less. I even had the woman call the store manager, who gave the same response. And all this was after she'd recognized me as a repeat customer. So I told her that I could only assume that this was their new standard of quality control, and I would not be buying any more Pink shirts.
I emailed customer service, detailing the experience as I've detailed to you. I told them that while the flaw in the shirt could be attributed to a tiny oversight, the flaw in customer service was totally unacceptable. They emailed me back, saying this had been forwarded to the customer service manager, who would handle it. Well, several days later, nothing. So I emailed the woman who'd emailed me, and told her that, while I had no desire to deal again with the Copley store, I had given them the opportunity to restore my confidence in their product, and they chose to ignore it. My conclusion therefore, was that this lacking in customer service was brand-wide, and I wanted nothing to do with it.
The buttons were sewn on by my drycleaner, free of charge, when I took the shirt to be cleaned. It is fine now, but I never would buy another shirt from them, and I caution you to consider this attitude when deciding to shop there. Had they resolved this to my satisfaction the first time, at the store, I probably would have walked out with another new shirt, too.