CK
Rigid and unreasonable exchange policy
*Update* They waived the return fee after this review. I didn't bother purchasing another pair in a different size due to this experience. Upgrading them from a 2* to 3* review. I have very tall people in my family and decided to order PJ pants for three of them. First order ever. Fyi: Return/exchange policy: return for a $9 fee or exchange for the same product for free. One of the 3 PJ pants did not fit. I wanted to exchange for a different size. The colour I bought was not available in the new size. I contacted them to request a new size in any other colour. They refused. Said I would need to return them item (ie. pay the $9 return fee) and make a new purchase for the correct size in the new colour. The rigidity here seems unreasonable. We are potential lifelong customers of American Tall due to having extremely tall people in the family (6'3, 6'4, 6'10) ... and they lost me on my first purchase with this one interaction.
Response from American TallJan 19, 2026
We're very sorry for your experience, your feedback is valuable to us and has been passed along to our concerned team. As per our policy, we only allow size exchanges for the same style and color as originally purchased. This is due to system limitations, and we're unable to make exchanges in different colors. Someone from our customer experience team has reached out to help provide a resolution to this issue, please let them know how you'd like to proceed with their options, or if you have any further questions.