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Suit Supply - An Unfortunate Experience

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    #16
    Originally posted by shad0w4life View Post
    Cheap solution:

    If they are pinhead size, just have tailor apply a kevlar patch behind the holes and that would be great, but that's really really small, I wore a hole out in my rear pocket I haven't bothered to have fixed as it's covered. I'm surprised you noticed them, moths perhaps?

    Crappy thing about suits is, the better the wool, the easier it can get wrecked >

    Also if you mail ordered pants from SS, you'd probably end up paying about $50 in shipping, just mail them to the store 200 miles away, and have them remake you a new pair, isn't that an option? I can't see them not accepting you to mail them the pants and then making you a matching pair and mailing them, if they didn't do that then I'd really question their CS.




    Hmm, I bet it would cost me more in shipping to return the items than it would be to buy a new one....so that would keep many people away from it. Jcrews stuff is really really flimsy and wears out so fast, which leads me to believe they are charging $50 for a $3 shirt, I'd replace a shirt in a heartbeat if I was them.

    Where replacing a much lower margin item after a month of wears might not be feasible, if it was pointed out right away then yup by all means replace, but would jcrew replace their peacoat if you wore it for a month straight to bars, parties etc?
    I'll add, I've become friends/acquaintances with a suit salesman at the local Nordstrom. They will not accept returns on any items that have been tailored or personally damaged. Their storewide liberal return policy doesn't apply to goods that have been tailored. Still, if you took something to every Nordstrom in town, one of them would probably accept the return. Same might be true for Suitsupply. If you talk to everyone possible, someone might okay it. I'll be honest though; I don't think Suitsupply is at fault. It's not there responsibility to provide new pants to everyone who damages their trousers.
    My Youtube Channel: http://www.youtube.com/channel/UCSs1xkOEoJdPfZ4KRW575qA

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      #17
      Remember the OP is wanting to BUY new pants, I don't think he's asking for free ones, and SS is making it difficult telling him to drive 200 miles
      [MENTION=14866]Thom Tibs[/MENTION] Have you called and asked to mail them to the store?

      Comment


        #18
        Originally posted by shad0w4life View Post
        Remember the OP is wanting to BUY new pants, I don't think he's asking for free ones, and SS is making it difficult telling him to drive 200 miles
        [MENTION=14866]Thom Tibs[/MENTION] Have you called and asked to mail them to the store?
        Yes, this is the key. A good customer service--the kind you want to spread around the internet and tell your friends--would dictate that a company use reasonable methods to make a customer happy. Here, this customer wants to BUY a new pair of pants, but he apparently hasn't been able to find someone who cares enough to make this reasonable request happen. That is the basis for disappointment here, IMO, not the fact that the pants developed holes after three wears. Come on SS, work with the guy.

        Comment


          #19
          Originally posted by shad0w4life View Post
          Where replacing a much lower margin item after a month of wears might not be feasible, if it was pointed out right away then yup by all means replace, but would jcrew replace their peacoat if you wore it for a month straight to bars, parties etc?
          Absolutely, assuming it was damaged due to a manufacturing defect and not user error or "normal" wear and tear. It says so on their website. I'm assuming the OP's issue was due to a manufacturing/material defect, but I could have misunderstood his description of the problem.

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            #20
            If it's a weave problem, would it show up when you purchased the pants? If not...then I wouldn't expect SS to do anything about it either.

            Comment


              #21
              Like others have mentioned, the OP isn't looking for a free replacement. He wants to buy, i.e. pay for, a new pair, but there's no easy mechanism for him to do so. This speaks more to another reason why it's so hard to commit to brand that only sells separates.

              Comment


                #22
                I know this wasn't the point of the post, but does this mean that SS can make an extra pair of trousers for any of their suits for $150?

                I mean, I'd pay that for a second pair actually, if it was available. Especially if it was MTM and they could have it be abit roomier in the thighs.

                Comment


                  #23
                  Originally posted by ForeverGuest View Post
                  Like others have mentioned, the OP isn't looking for a free replacement. He wants to buy, i.e. pay for, a new pair, but there's no easy mechanism for him to do so. This speaks more to another reason why it's so hard to commit to brand that only sells separates.
                  They'd probably sell him the pants if they had them to sell. They don't sell separates. So if they sell him pants what do they do with the accompanying jacket? Selling separates probably leaves left over inventory. At their office point it's probably not feasible to offer separates.
                  My Youtube Channel: http://www.youtube.com/channel/UCSs1xkOEoJdPfZ4KRW575qA

                  Comment


                    #24
                    Originally posted by thecharlesg View Post
                    They'd probably sell him the pants if they had them to sell. They don't sell separates. So if they sell him pants what do they do with the accompanying jacket? Selling separates probably leaves left over inventory. At their office point it's probably not feasible to offer separates.
                    I don't disagree with SS's policy, though I'd imagine a policy allowing for purchase of replacements in the event of questionable quality control, as this seems it may have been, would make for better customer service, especially at this price point. The inventory issues also seem relatively workable if it grew customers. I think SS is big enough at this point to handle it. However, I'm not in their business so I can't really speak to their margins or inventory, which is why I agree with their decision, even though I'd be frustrated if it were me dealing with it. That said, I view patching as no big deal. That's what I'd do without any issue.

                    But this is definitely one of the reasons I hesitate to buy suits unless I can get separates, especially if I'm far from the brick and mortar location.

                    Comment


                      #25
                      Originally posted by jahoodie View Post
                      I know this wasn't the point of the post, but does this mean that SS can make an extra pair of trousers for any of their suits for $150?

                      I mean, I'd pay that for a second pair actually, if it was available. Especially if it was MTM and they could have it be abit roomier in the thighs.
                      Sorry for staying off-topic, but to answer your question, I think it would depend on the fabric of your original suit. I have had a MTM waistcoat made to match an OTR Napoli, so I'm sure they could do the same with pants, and it would be more likely if it is from a lower line where they have bought tons of the fabric in bulk. There would of course be the caveat that different fabric lots might not match exactly, etc.

                      Comment


                        #26
                        Friends, here's the update (with some good news):

                        To reiterate, I'm assuming the damage is my fault and not a defect or a result of tailoring. I just wanted to *buy* a set of new pants. SS said they would make the pants, in store only, from the same fabric, MTM, for $150.

                        Here are excerpts from the emails from SS Customer Service:

                        "I took a look at the availability of extra fabric to produce a new pair of trousers and fortunately we do have the fabric of the suit P2525I available in our blue-line tailoring service.To conclude, the only solution would be to purchase a new pair of trousers from our blue-line tailoring service. To purchase a new pair of trousers I would like to ask you to visit our nearest store because the trousers will be tailored in the store. The costs for a pair of trousers from our blue-line program are 150USD."

                        "Unfortunately, as I mentioned before, you have to physically be in one of our stores to order a trouser via our Blue Line Personal Tailoring. I am very sorry for this. Although it has not been launched yet, we are going to offer a new way to order suits through a 'suit configurator'. Via this new application you will be able to order a separate trouser in the required fabric. Regrettably I do not have any detailed information regarding a specific launching date. Perhaps it is a good idea to wait for this configurator."

                        Of all the ways to get it resolved... Instead of going to customer service again via phone/email, I followed my brother's suggestion and wrote them... on Facebook Messenger. Not on their "wall" but via messenger.

                        No joke.

                        The end result is they offered to compensate me for the price of the re-weave ($68.50) and kick in a $25 gift card. While I'd still like to buy a new set of pants, it looks like that's an impossibility unless I'm making a trip to Los Angeles. It's certainly better off than where I was 24 hours ago.

                        So the lessons are:

                        - You can't buy replacement pieces from Suit Supply unless you go to a store (or its listed in their catalog).
                        - Using Social Media can be more effective than conventional means of contacting customer service.

                        Thanks for the help and suggestions.

                        Comment


                          #27
                          Originally posted by Thom Tibs View Post
                          Friends, here's the update (with some good news):

                          To reiterate, I'm assuming the damage is my fault and not a defect or a result of tailoring. I just wanted to *buy* a set of new pants. SS said they would make the pants, in store only, from the same fabric, MTM, for $150.

                          Here are excerpts from the emails from SS Customer Service:

                          "I took a look at the availability of extra fabric to produce a new pair of trousers and fortunately we do have the fabric of the suit P2525I available in our blue-line tailoring service.To conclude, the only solution would be to purchase a new pair of trousers from our blue-line tailoring service. To purchase a new pair of trousers I would like to ask you to visit our nearest store because the trousers will be tailored in the store. The costs for a pair of trousers from our blue-line program are 150USD."

                          "Unfortunately, as I mentioned before, you have to physically be in one of our stores to order a trouser via our Blue Line Personal Tailoring. I am very sorry for this. Although it has not been launched yet, we are going to offer a new way to order suits through a 'suit configurator'. Via this new application you will be able to order a separate trouser in the required fabric. Regrettably I do not have any detailed information regarding a specific launching date. Perhaps it is a good idea to wait for this configurator."

                          Of all the ways to get it resolved... Instead of going to customer service again via phone/email, I followed my brother's suggestion and wrote them... on Facebook Messenger. Not on their "wall" but via messenger.

                          No joke.

                          The end result is they offered to compensate me for the price of the re-weave ($68.50) and kick in a $25 gift card. While I'd still like to buy a new set of pants, it looks like that's an impossibility unless I'm making a trip to Los Angeles. It's certainly better off than where I was 24 hours ago.

                          So the lessons are:

                          - You can't buy replacement pieces from Suit Supply unless you go to a store (or its listed in their catalog).
                          - Using Social Media can be more effective than conventional means of contacting customer service.

                          Thanks for the help and suggestions.
                          You would be going to Vegas, not Los Angeles anyway. The Los Angeles location (inside a bloomingdales) doesn't do blue line or red line tailoring, just in store alterations.
                          My Youtube Channel: http://www.youtube.com/channel/UCSs1xkOEoJdPfZ4KRW575qA

                          Comment


                            #28
                            Well then that's 325 miles away! I'm glad I won't have to make that trip... At least for a suit.

                            Comment


                              #29
                              Originally posted by Thom Tibs View Post
                              Friends, here's the update (with some good news):

                              To reiterate, I'm assuming the damage is my fault and not a defect or a result of tailoring. I just wanted to *buy* a set of new pants. SS said they would make the pants, in store only, from the same fabric, MTM, for $150.

                              Here are excerpts from the emails from SS Customer Service:

                              "I took a look at the availability of extra fabric to produce a new pair of trousers and fortunately we do have the fabric of the suit P2525I available in our blue-line tailoring service.To conclude, the only solution would be to purchase a new pair of trousers from our blue-line tailoring service. To purchase a new pair of trousers I would like to ask you to visit our nearest store because the trousers will be tailored in the store. The costs for a pair of trousers from our blue-line program are 150USD."

                              "Unfortunately, as I mentioned before, you have to physically be in one of our stores to order a trouser via our Blue Line Personal Tailoring. I am very sorry for this. Although it has not been launched yet, we are going to offer a new way to order suits through a 'suit configurator'. Via this new application you will be able to order a separate trouser in the required fabric. Regrettably I do not have any detailed information regarding a specific launching date. Perhaps it is a good idea to wait for this configurator."

                              Of all the ways to get it resolved... Instead of going to customer service again via phone/email, I followed my brother's suggestion and wrote them... on Facebook Messenger. Not on their "wall" but via messenger.

                              No joke.

                              The end result is they offered to compensate me for the price of the re-weave ($68.50) and kick in a $25 gift card. While I'd still like to buy a new set of pants, it looks like that's an impossibility unless I'm making a trip to Los Angeles. It's certainly better off than where I was 24 hours ago.

                              So the lessons are:

                              - You can't buy replacement pieces from Suit Supply unless you go to a store (or its listed in their catalog).
                              - Using Social Media can be more effective than conventional means of contacting customer service.

                              Thanks for the help and suggestions.
                              This is a fair resolution. This is what they should have done from the beginning. And your point about using social media is 100% correct. Good for SS for making this right.

                              Comment


                                #30
                                Originally posted by Thom Tibs View Post
                                Friends, here's the update (with some good news):

                                To reiterate, I'm assuming the damage is my fault and not a defect or a result of tailoring. I just wanted to *buy* a set of new pants. SS said they would make the pants, in store only, from the same fabric, MTM, for $150.

                                Here are excerpts from the emails from SS Customer Service:

                                "I took a look at the availability of extra fabric to produce a new pair of trousers and fortunately we do have the fabric of the suit P2525I available in our blue-line tailoring service.To conclude, the only solution would be to purchase a new pair of trousers from our blue-line tailoring service. To purchase a new pair of trousers I would like to ask you to visit our nearest store because the trousers will be tailored in the store. The costs for a pair of trousers from our blue-line program are 150USD."

                                "Unfortunately, as I mentioned before, you have to physically be in one of our stores to order a trouser via our Blue Line Personal Tailoring. I am very sorry for this. Although it has not been launched yet, we are going to offer a new way to order suits through a 'suit configurator'. Via this new application you will be able to order a separate trouser in the required fabric. Regrettably I do not have any detailed information regarding a specific launching date. Perhaps it is a good idea to wait for this configurator."

                                Of all the ways to get it resolved... Instead of going to customer service again via phone/email, I followed my brother's suggestion and wrote them... on Facebook Messenger. Not on their "wall" but via messenger.

                                No joke.

                                The end result is they offered to compensate me for the price of the re-weave ($68.50) and kick in a $25 gift card. While I'd still like to buy a new set of pants, it looks like that's an impossibility unless I'm making a trip to Los Angeles. It's certainly better off than where I was 24 hours ago.

                                So the lessons are:

                                - You can't buy replacement pieces from Suit Supply unless you go to a store (or its listed in their catalog).
                                - Using Social Media can be more effective than conventional means of contacting customer service.

                                Thanks for the help and suggestions.
                                I'm glad this was adequately resolved for you. Slight variations in fabric often prevent additional garments from being made from different bolts of cloth, but that was not a problem in this case. A highly skilled tailor would have no problem meeting your request if he had the fabric on hand. Perhaps the SS personal tailoring line is not flexible enough to copy the damaged suit pants. Maybe they can only work with body measurements for some reason. I'm curious what that reason is. If there was no reason, then you may have just been a victim of bureaucracy.

                                I'm planning to visit a Suit Supply in the near future. There are none close to my home. I wonder how much more I would have to pay for an extra pair of pants to go with a $400 Napoli suit. Maybe just $150 extra? Apparently I would not be able to order an extra pair of pants online.

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