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Kent Wang - Affiliate thread

Discussion in 'Classic Menswear' started by Kent Wang, Nov 23, 2009.

  1. Timmbo

    Timmbo Well-Known Member

    Messages:
    153
    Joined:
    Feb 23, 2009
    Location:
    New York/London
    [​IMG]
    KW 3-piece in AR0011

    No alterations, fits straight out the box.

    Disappointing to see someone else having issues with their order. I can't be bothered to have it returned and remade (only in NYC for 6 more weeks) just to have it corrected to 3R2 and a ticket pocket added. No offer of partial refund/discount off next order (since bought 2 ties and 2 pocket squares), which was a shame.

    edit: on reflection, the trouser leg looks .5 - .75" short. how straightforward is it to get these lengthened, whilst retaining the cuff?
     
    Last edited: Jan 19, 2014
  2. Beatlegeuse

    Beatlegeuse Well-Known Member

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    5,030
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    Oct 20, 2010
    Location:
    Tampa, FL
    ^ you'll have to see how much fabric is left, but if you need to lengthen the trouser by 0.75 inches, you probably won't be able to keep the same height cuff. You'd need a significant amount of fabric for that. And that sucks that there were 2 pretty major mistakes (not 3R/2 and no ticket pocket) and they didn't offer any sort of discount or credit to you. I'd make a pretty big stink if one of my suits had those errors and they didn't do anything about it.
     
  3. fJab17

    fJab17 Member

    Messages:
    19
    Joined:
    Nov 19, 2013
    Update:

    Overall, I'm happy with the products and quality, but the customer service really leaves something to be desired. I decided to purchase from him because this thread made me comfortable with the fact that he was excellent with the fittings and his customer service was top notch. The customer service has not been great and I actually don't think I've communicated with Kent once throughout the whole process.

    As I stated above, the suit quality is very nice. I also bought a white linen pocket square, star chart cellarius square, and slim grey wool donegal tie. All is great and the tie is beautiful.

    When I first placed the order, I needed to make sure I had the suit by a specific date. They gave me a quote of 4 weeks and I would have the suit. So I made sure all of my decisions were finalized in time to have the suit on time.

    A week into my order they told me my fabric was out of stock. They sent me the swatches and I had to re-pick. I wasn't upset, but this cost me over a week in time. The suit also took 1 week longer than the estimated time. So overall, these errors cost me 2 weeks in time. I asked about expedited shipping options and they told me it would cost $34 more. I tried to nicely point out that I needed the suit by a certain date, and due to them being late over 2 weeks that they should cover the expedited shipping. I figured this would be fair.

    He responded back offering to take $4 off the shipping. LOL. Yes, $4 off... I sent another email again encouraging them to cover the shipping because it was over 2 weeks late and he then agreed. I was glad they covered it, but disappointed that he didn't say yes the first time and I needed to get upset before it was offered. I cant complain since they did cover it, but it put me off a little.

    The suit arrived, and the jacket fits good - not perfect. I really hoped an in-person fitting would leave me without needing alterations. Sleeves need shortened very slightly, and the waist needs let out a little bit. But again, the fit is good and the jacket is really nice. I could understand that its tough to get perfect with one fitting. But I think people should understand they may need some alterations after the final suit.

    I specified for stacked buttons, and that wasn't done.

    The pants are awful and unwearable. I tried on a pair at the store and said they were too big. I tried on another pair and they were good, just needed some minor adjustments. The pants I had for the fitting were snug at the waist. We did +1cm on the waist. The pants I got are so big I can fit my fist in the waist. They are about 1" too short and baggy all around. I am convinced they made the sizing adjustments to a bigger size and not the size I had on for the fitting. It just cant be right that +1cm on tight pants brings them to be inches too big.

    So I emailed all of this the other day and he responded. Then I responded and I haven't heard back since 1/17.

    As for the mistake on the jacket buttons - he told me sorry. No offer of a partial refund or discount for the future. I buy a MTM suit to ensure a great fit, and have control over the options. The options should be correct 100% of the time. If they are missed, it should be a bigger deal. How can I have confidence of making another purchase knowing that something could get missed and I would be stuck with it.

    As for the pants - he sent me one line telling me he entered the size correct. That doesn't mean much to me. Obviously if the fit of the pants are this far off, an error was made somewhere. Doesn't matter if he entered them wrong, or the shop messed up. I just want it to be correct. He also asked for pictures, so I'm hopeful this is a step in the direction of getting the pants replaced.
     
    Last edited: Jan 19, 2014
  4. Churchill W

    Churchill W Well-Known Member

    Messages:
    2,035
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    Nov 19, 2013
    Location:
    New York City
    
    I'm a medium with RL custom fit and am the same with Kent Wang polos. Sent from my Nexus 5 using Tapatalk
     
  5. d4nimal

    d4nimal Well-Known Member

    Messages:
    103
    Joined:
    Nov 28, 2013
    Location:
    Philadelphia, PA
    Thanks for writing this post. I am actually considering having a suit made, but your post has really made me reconsider. I hope Kent and his staff understand that this is just as important as the product, because things do not always go as planned and errors will be made. It's a bummer when things don't turn out exactly right, but that's life - what matters is what a company does to fix it. It's especially surprising because I'm sure Kent Wang depends to a large degree on word of mouth and forums like this.

    Please let us know how this plays out. Any more nonsense and they should know they're losing customers.
     
  6. Kent Wang

    Kent Wang Well-Known Member

    Messages:
    5,720
    Joined:
    May 5, 2005
    Location:
    London
    I'm looking into the matter. Our MTM director, Aaron has been handling these orders.

    Our usual practice has always been to either correct errors at our expense or offer compensation. We make many suits every week, so these two cases are very rare examples.

    With hundreds of suits made over the last two years, we have never had a customer that was ultimately dissatisfied, as can be seen throughout the history of this thread.

    No, I think we have enough black shoes.

    End of March.
     
  7. ripdendroica

    ripdendroica Member

    Messages:
    20
    Joined:
    Feb 11, 2013
    I actually had a similar recent experience with Kent Wang and the MTM company he uses. I was also worried about getting a good fit from a MTM jacket, so I went to the NYC trunk show and had Kent measure me for a sports coat. The trail jacket I tried on looked really great--I mean really great, and this convinced me to go ahead with the order. We just made a few adjustments to the trail pattern. The sleeves needed minor adjustments, and I thought the button stance needed lowering by an inch. Kent disagreed, so we compromised and lowered it 1 cm. I really liked the shoulders, but Kent noted that I have strong shoulders and suggested I get soft shoulders. I didn't get to see a trail jacket with soft shoulders, but I trusted Kent. I also thought the armholes were fine, but Kent suggested that if I could grab an inch of material, I just have the raised 1 cm, which in retrospect I think was a good suggestion.

    Six weeks later, I get the jacket. It is ok, but the cut is really not as good as the unaltered trail jacket I tried on. The soft shoulders, which I had not seen before, seem to accentuate my strong shoulders, whereas the more padded shoulder created a softer transition from the end of my natural shoulder to my neck. The back also had a funny hollow spot at my lower back, and the center vent gaps open and shows a bit of my pants when I am standing relaxed. The trail jacket just looked better. Oh well.

    However, one of the shoulders was 1/2" longer than the other, which is enough to show, and, more importantly, the armholes felt a good bit larger than the trail version I tried on. I can't raise my arms more than 45 degrees without the chest of the jacket lifting up unattractively. I emailed Kent, and he said he had made a mistake and had entered +1 on the armhole instead of -1. He told me to take it to a tailor, and he would pay for the alterations. Fair enough, though I wasn't sure what a tailor could do to make a jacket armhole smaller. So I took a long lunch one day, and went across town to the tailor Kent sent me too. Sure enough, the tailor said nothing could be done. I related this back to Kent. Kent replied that he rechecked, and he actually didn't make a mistake on the order, everything should be fine. I said that can't be right, the armhole feels bigger. He tells me to come into the pop-up store and they will check it. I make an appointment with Aaron at the pop-up store for two weeks in advance. I get there, and Aaron isn't up to speed on the situation. He takes some time to read all the past emails and then asks me what I want to do. I tell him I think we should compare the armhole measurements of my jacket with the trail version to see which is bigger. We do this, and the armhole of my jacket is clearly 10-10.25" whereas the trail version is ~9". He says he will pass the information on to Kent. I ask he whether the jacket can be remade since this is the only way to fix the armholes, and he assures me that Kent will make it right. I leave.

    Later that night, Aaron emailed me that the trail jacket we measured wasn't the trail jacket I had tried on at the truck show--it was a new model they had created since the trunk show (which had only been ~ 2 months back). He said he measured the "old" trail jacket (which was in a box that he had forgotten about) after I left and that he found the armhole to be 11". Thus, he said no mistake had been made. I found all of this pretty hard to believe, and wrote an email detailing the rather strange situation and all the trouble I had gone through visiting the tailor and the pop-up store. Kent said he was sorry and offered $200 store credit. This was a nice gesture I guess, but I would have really rather had the jacket fixed. He still hasn't admitted there was a problem. Concerning the armholes and the shoulders, Kent said that they use a "computerized cutting system so it is always consistent", so, even without seeing my jacket himself, Kent apparently doesn't even acknowledge that mistakes are possible.

    All this to say that, while I think Kent's jackets are well made and a generally good value, I don't feel like I had a great experience, and I don't intend on ordering more tailored clothing (I also regret MTM KW gloves and shirt purchases). In all fairness though, I will say that I have had excellent customer service from Kent Wang on his ready made stuff. He has accepted returns of unworn polos sometimes several months after I purchased them and realized the color didn't quite work out so I never reached for them to wear.
     
    Last edited: Jan 20, 2014
  8. Flyswatter

    Flyswatter Well-Known Member

    Messages:
    1,108
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    May 4, 2011
    ^ I won't go into detail with a lengthy post, but I was also disappointed by some aspects of the MTM suit process during my two orders. Although I was very excited at the onset, suffice it to say that in hindsight I regret the purchases and won't be making any more. I was too forgiving of the errors and should have put my foot down at the time. Oh well, live and learn.
     
    Last edited: Jan 19, 2014
  9. Robstrongo

    Robstrongo Well-Known Member

    Messages:
    171
    Joined:
    Oct 22, 2010
    Location:
    New York
    

    +1 (or +2 or whatever)

    After getting fitted at the pop up store I fully intended to purchase another suit, however after having receiving the first and probably being to complacent with the outcome, I don't think I will be buying another.
     
  10. Beatlegeuse

    Beatlegeuse Well-Known Member

    Messages:
    5,030
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    Oct 20, 2010
    Location:
    Tampa, FL
    Sucks to read all these negative suit reviews all of a sudden. FWIW, I have 2 suits and a navy blazer from KW and they all turned out great. Some small adjustments here and there, but I think that's to be expected with online MTM, since I didn't go to any in-person fittings. I'm planning on picking up probably another suit and SC once the S/S swatch books are ready, so I'll post some more updated reviews here as well throughout my process. I'm hoping my experiences stay positive just like they did with my first few orders.
     
    Last edited: Jan 20, 2014
  11. New Shoes1

    New Shoes1 Well-Known Member

    Messages:
    4,047
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    Aug 18, 2011
    Flyswatter, care to share the issues for the forum's good? I had a good experience, but also did not need many alterations from the trial jacket. My one nit pick is that the button stance is too high for me, but I think Kent did a tremendous job in making other recommendations (some that I might never have considered).
     
  12. Omar1223

    Omar1223 Well-Known Member

    Messages:
    1,235
    Joined:
    Aug 27, 2007
    Location:
    Baltimore, MD
    it seems like a lot of the issues are arising from the NY pop up store
     
  13. Timmbo

    Timmbo Well-Known Member

    Messages:
    153
    Joined:
    Feb 23, 2009
    Location:
    New York/London
    Just to reiterate - I really can't complain about the fit of my suit, it is excellent (as I think the above picture demonstrates, save for the trousers being perhaps .5 - .75" too short; this seems odd, as I remember I insisted on a lengthier inseam than I was first measured for). I just wanted to raise the issue that the jacket was missing two major details that I specified - 3R2 and a ticket pocket.
     
    Last edited: Jan 20, 2014
  14. venividivicibj

    venividivicibj Well-Known Member

    Messages:
    10,811
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    Apr 9, 2013
    Location:
    Los Angeles
    yeah, sounds like every issue is from the NY store, people who came in (which seems counter-intuitive that when you get personally fitted, the fit is worse).

    on the other hand, it does seem like everyone who ordered online has done well.
     
  15. Flyswatter

    Flyswatter Well-Known Member

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    ^ I had issues but ordered online--never visited any pop-ups.
     
  16. fc82nyc

    fc82nyc Member

    Messages:
    20
    Joined:
    Nov 17, 2012
    Just adding my recent experience here:
    I guess I was lucky and my suit came out perfect. I got measured at the beginning of December at the NY pop up store. Good experience overall, and Aaron was very helpful and knowledgeable. I was also told 4 weeks and unfortunately it took 6 weeks or so to get the suit (and I did pay the extra 34 for expedite shipping, which I find a bit outrageous but I didn't have the time/energy to complain over email).
    Luckily every request about the suit was respected and the suit just fits perfectly out of the box without needing any further alteration.

    After trying my suit on I was sure i would use KW for my next suit purchase but now that i see the problems some of you had recently i may reconsider. Hopefully these inconsistencies from the maker will be solved, as the suits (when right) are really a great value and look great!
     
  17. Kent Wang

    Kent Wang Well-Known Member

    Messages:
    5,720
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    May 5, 2005
    Location:
    London
    We're already in contact with Timmbo and fJab17 about their orders. Timmbo we've offered compensation and fJab17 we're remaking the trousers.

    These posts represent less than 1% of our orders; satisfied customers rarely bother to post.

    We use a computerized cutting system so it's consistent every time. If we already have your measurements on file then any future order will be the same. Of course any problems that may occur we will fix at our cost.
     
  18. fc82nyc

    fc82nyc Member

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    20
    Joined:
    Nov 17, 2012
    Thanks for the clarification, Kent.

    I still find it a bit unfair though to charge for expedited shipping when delivery is over 30% late.
     
  19. Kent Wang

    Kent Wang Well-Known Member

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    London
    Can you email mtm@kentwang.com? I'll look into what happened.

    We usually upgrade shipping for free if there's any delay.
     
  20. fc82nyc

    fc82nyc Member

    Messages:
    20
    Joined:
    Nov 17, 2012
    Just received refund for the express shipping.
    Thank you very much Kent
     

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