NRM
Decline of Their Quality and Customer Service
I'm so disappointed in the decline of material and fit of these pants... And how terrible the customer service is now. I have at least 10 pairs of these (that I LOVE) all bought prior to the summer 2024. I just tried to purchase some jeans and they fit & felt terrible (think potato sack on both). I was not able to return them, they only allowed an exchange or store credit. So I exchanged them for a pant that I have in multiple other colors.. I ordered red this time. The fabric was horrible and not the same as the others, it felt like sandpaper. The fit was also totally different. Again... I was only offered and exchange... BUT if I returned them for "store credit" they charged me $12 to restock. So now I've wasted all kinds of money just sending things back and forth. I tried to contact customer service, they replied saying they had sent me messages and I did not respond so they were "closing my case". When I responded to that telling them I had not gotten any messages, and gave them details of the issue... they ignored me and will not respond. I do not know what has happened to quality of these products or their customer service but I just basically tossed $200 out the window as I'm clearly not getting any pants out of this. Such a shame as they were a staple of my wardrobe. I'll be hunting down used versions of the old fabric I guess now . EDIT TO ADD: in response to your response. I have already provided all the requested details including order numbers and everything else your team requested in my email - that they decided to tell me was closed and never respond to any other communication. Also, I'm well aware of your policies on returns and exchanges... however when I'm forking out money to pay for return labels and restocking fees and then the item I exchange for (costing me an additional $50 due to all your fees) is also terrible quality... then what is the point. AND - you were running a BOGO when I tried to exchange the 2nd pair of horrible quality pants... shocker you would not honor the BOGO promotion and I would have had to of paid another $50 to make an exchange OR lose $20 in label return and restocking fees for a site credit... as I stated... I tossed $200 out the window due to horrible fabric & fit and your customer service completely ignoring me. I stand by my original review... your company had plenty of opportunities to make this right, and instead stonewalled me and did not respond to my requests.
Response from FREDDY USAJan 23, 2025
Hi there, Thank you for reaching out to us. We’re truly sorry to hear about your experience with the recent Freddy purchases. To assist you further, could you please provide the order number for us to check the details and look into the issue? I’d also like to inform you that for promotional orders, we have a different return policy based on the discount applied. Depending on the promotion, we may only offer exchanges or only gift cards with a restocking fee. Additionally, certain promotions fall under our final sale policy, which means those items are not eligible for return. Once we have your order number, we’ll check this with the support team. Thank you again for your patience, and we look forward to resolving this for you. Best regards, Joy ----------------- Hi there Thank you for taking the time to reply to my message. Our goal is always to make our customers feel comfortable and confident in their Freddy products, and it’s clear we fell short in your case. We do see that you've already provided details in previous email communications, but we’d like to review your order further to better understand what happened and to find a solution for you. Could you kindly share your order ID again? Looking forward to your reply. - Joy