- Feb 4, 2017
- Reaction score
I know exactly how you feel, except I knew what I was getting myself into when I ordered from Filson-Direct...questionable CS Dept efforts. What I got was 2 weeks of processing and when they finally did ship it, it showed up on Christmas Eve & in a plastic bag & not a box. What rattles my feathers is I just saw an eBay item of a leather strap that Filson sent out in a nice Filson box. I still have to call them out on this and will update what they say...which I already know. But still I get to annoy them for a couple of minutesThis is way off topic...but I wanted to give an update on the brand, Best Made Co., which I brought up a couple weeks ago and was considering ordering a jacket from.
Just before the New Year, I decided to take the plunge and order their Blanket Lined Cruiser Jacket. The website boasted superior materials, construction in the USA, blanket lining by Pendleton USA, and a lifetime guarantee. I had been looking at it for a couple of weeks, but couldn't bring myself to pay the $600 price tag for it. Especially since I already owned similar Filson and Barbour Jackets.
But, to my surprise, they ended up putting it on sale for their Boxing Day Sale. The price was $375 and they also had an additional 15% off for first time customers. All in all I paid $320 for the jacket, with the intention of trying it on and simply returning it if it wasn't up to the normal Filson/Barbour quality I expected.
I immediately received an order confirmation, but nearly a week passed without a shipping confirmation. I finally reached out to the company to see when the item would ship. Within a couple hours I received an email from their CS department, stating that their had been a stocking error and they were out of the jacket. The CS agent stated that he had attempted to source a jacket from their brick and mortar locations, but had been unsuccessful.
I started to responded to the email, but decided to check the website to see if the item was out of stock online. Much to my surprise that jacket was still "in stock" in the size that I had ordered, and had remained up for nearly a week after I had placed my order. I sent them a screenshot but received no response for several days. The jacket remained in stock for 24-48 hours after I was notified it was no longer available.
Yesterday, I finally received an email from their CS department, they apologized again and stated that if a jacket was returned they would notify me and honor the price I had paid. They also offered a 20% off coupon that does not expire for anything on their website.
While I'm disappointed that I didn't get to try the jacket out, I was more disappointed in the Customer Service I received. I wasn't notified for over a week that the product I had ordered was out of stock and the only reason I was informed was because I actually wrote them and inquired about it. Who knows how long it would have taken if I hadn't. I was also disappointed that they kept an item "in stock" on their website for over a week knowing that could not fulfill any orders for it. The overall responsiveness of their CS department was lacking.
Perhaps this was a one time issue, but I doubt I'll be giving them another try. Just wanted to pass along my experience to the forum and inform any potential customers who might be considering giving them a try.