TWILLORYReviews of twillory.com

They only allow one exchange or return before you have to pay. Not well communicated on website

Twillory's return/exchange process costs $15 buyer beware. My husband purchased two pairs of pants, the same style and size in different colors. The black pants fit perfectly, the khaki color pants were so small in the waist he could not button. This is a quality issue for Twillory, but giving them the benefit of the doubt, we ordered the next size up and it was too big. I went online to exchange the item and their site stated an exchange could not be completed. I emailed the company and explained we wanted to exchange for a different size and I was told I had to purchase a $15 return label to return the item and repurchase a different size. There are no Twillory brick and mortar stores. Consumers have no option when wanting to return/exchange except for online. Twillory does not value customer relations. I emailed the company to make clear we only wanted to exchange the item and when rejected in a multiple message exchange I asked if $15 is really worth a customer leaving a negative review and not returning to the store. They said there was nothing they could do but offer the $15 option. I paid the $15 to obtain my return label and will never purchase from Twillory again.

TL;DR - paid $400 bucks, got more marketing emails than customer service, a week later and they still couldn't fulfill a simple 4 piece order. Missed the ship date and I had to chase them for an update. By the time they finally got back to me two days later (and after having received more marketing emails with absolutely no correspondence) they told me it would be another 48 business hours before they'd even know why my order hadn't shipped. A week later and I've asked that they cancel my order because after two full business days they haven't even located the product in their warehouse. Took two more business days for them to figure out the order had been sitting with DHL since the day I sent my first followup email. Customer service was spotty and extremely slow compared to nearly every other clothing company I've ever bought from online. They blamed customers for that, saying, " [We] have been dealing with a higher than usual email traffic in the past few weeks thanks to customers like yourself".