Curbed Enthusiasm
Active Member
- Joined
- Jan 18, 2011
- Messages
- 38
- Reaction score
- 6
Hello all:
First off, this is my first post. I'm a longtime lurker, but with a recent customer service issue on my mind, I figured I might as well finally join the forum as I could use some advice. I'm looking forward to being a member of the forum.
I purchased two Hugo Boss suits in August at Nordstrom. Before I get flamed for buying "fused crap," let me explain why. I am 6'3" and +/- 165 lbs, and essentially a 38L, so there is very little out there that can work with my hard-to-fit body and in my non-MTM/bespoke budget. I found a navy blue and a textured grey suit that worked pretty well for my body (not perfectly, but pretty darn good). I was fitted for tailoring, and then the trouble began.
1) Upon receipt of the suits, I found the following problems: the buttons on the sleeves were not consistent (one sleeve had 3 buttons, the other had 4), the pique stitching was present on one sleeve and not the other, and there were hanging threads in several locations that had not been cut. Further, the slacks on one suit were hemmed 1 inch shorter than the pants on the other suit - as if I had grown an inch in the 2 minutes between both fittings, and one pair of slacks was looser in the waist than the other. Clearly the workmanship had been shoddy and there was no quality control check before the suits were handed off to me.
2) I brought the suits back to Nordstrom to have all these problems fixed. At that time, I was told by the tailor that the reason the pants weren't tailored right was "because I was too skinny." I was far from amused by the comments about my lack of weight, though I appreciated the profuse apology from the embarrassed sales associate.
3) All the problems were fixed. However, within 3 weeks, the hem on the grey suit slacks came out as apparently the stitching was not done properly. At that point, I took the pants to another Nordstrom store to be fixed - not wanting to deal with the incompetent tailors at the Nordstom where I purchased the suits.
4) Now, 4 weeks after the last tailoring issue, the entire lining in the left arm of the navy suit has become detached from the sleeve, and the stitching on one of the sleeves of the grey suit is coming undone as well.
Now, I have have left two messages for the the men's suit department manager, who ironically sold me these suits, to discuss these problems and talk about getting them fixed for the last time, but after two voicemails, she has still not returned my calls, and I am losing my patience.
At this point, I am fed up. None of these problems should have happened in the first place, and not even getting a return call after repeated attempts to talk with the department manager/ my salesperson in regards to this matter is not acceptable to me.
I know that Nordstrom has a liberal returns policy, but I have always been 100% against abusing it. After all, I have worn the suits, and it's not like they can be re-sold in the store. However, I am extremely disappointed with the poor workmanship on the suits and the poor customer service I have received. If you were in this situation, what would you do? Would you ask the store manager to return the merchandise, or would you let the store manager get involved in hopes that they can find a competent tailor to fix the job.
I look forward to hearing your responses; thank you in advance!
First off, this is my first post. I'm a longtime lurker, but with a recent customer service issue on my mind, I figured I might as well finally join the forum as I could use some advice. I'm looking forward to being a member of the forum.
I purchased two Hugo Boss suits in August at Nordstrom. Before I get flamed for buying "fused crap," let me explain why. I am 6'3" and +/- 165 lbs, and essentially a 38L, so there is very little out there that can work with my hard-to-fit body and in my non-MTM/bespoke budget. I found a navy blue and a textured grey suit that worked pretty well for my body (not perfectly, but pretty darn good). I was fitted for tailoring, and then the trouble began.
1) Upon receipt of the suits, I found the following problems: the buttons on the sleeves were not consistent (one sleeve had 3 buttons, the other had 4), the pique stitching was present on one sleeve and not the other, and there were hanging threads in several locations that had not been cut. Further, the slacks on one suit were hemmed 1 inch shorter than the pants on the other suit - as if I had grown an inch in the 2 minutes between both fittings, and one pair of slacks was looser in the waist than the other. Clearly the workmanship had been shoddy and there was no quality control check before the suits were handed off to me.
2) I brought the suits back to Nordstrom to have all these problems fixed. At that time, I was told by the tailor that the reason the pants weren't tailored right was "because I was too skinny." I was far from amused by the comments about my lack of weight, though I appreciated the profuse apology from the embarrassed sales associate.
3) All the problems were fixed. However, within 3 weeks, the hem on the grey suit slacks came out as apparently the stitching was not done properly. At that point, I took the pants to another Nordstrom store to be fixed - not wanting to deal with the incompetent tailors at the Nordstom where I purchased the suits.
4) Now, 4 weeks after the last tailoring issue, the entire lining in the left arm of the navy suit has become detached from the sleeve, and the stitching on one of the sleeves of the grey suit is coming undone as well.
Now, I have have left two messages for the the men's suit department manager, who ironically sold me these suits, to discuss these problems and talk about getting them fixed for the last time, but after two voicemails, she has still not returned my calls, and I am losing my patience.
At this point, I am fed up. None of these problems should have happened in the first place, and not even getting a return call after repeated attempts to talk with the department manager/ my salesperson in regards to this matter is not acceptable to me.
I know that Nordstrom has a liberal returns policy, but I have always been 100% against abusing it. After all, I have worn the suits, and it's not like they can be re-sold in the store. However, I am extremely disappointed with the poor workmanship on the suits and the poor customer service I have received. If you were in this situation, what would you do? Would you ask the store manager to return the merchandise, or would you let the store manager get involved in hopes that they can find a competent tailor to fix the job.
I look forward to hearing your responses; thank you in advance!