Leo
TERRIBLE exchange experience, STILL WAITING
Initial order was shipped and received promptly. I had no issues with the suit, great construction and materials, however I needed to exchange as both the jacket and trousers were a tad too big. This is where the experience fails to meet my expectation: customer service was very responsive and assuring when I received the item and requested an exchange. They walked me through the process, and I selected the correct size and color on their website with assurances that it would be released for shipment the moment they get notification from FedEx that the initial order was in transit back to their warehouse. 3 days after I shipped the item back, I still had not received a tracking number for the exchange items so I replied back asking for status. 48 hours after requesting status I was notified that the trousers I had selected for exchange were not in stock, and had to specify a longer inseam to get the correct waist size. I was assured yesterday (6 days into the exchange process) that the order has been “prioritized” and that they expect to ship tomorrow (today). Well today here we are and no notification of shipment. Why does this company allow you to select items that are not in stock? Why is there no verification of being able to meet that order and a courtesy notification sent to a paying customer? Why is there no urgency to make this right? I asked for shipping to be expedited, and was told I should call FedEx and do it myself. I ordered this suit for a formal event 3 weeks in advance to avoid any stress that I am currently experiencing. I have lost one week to the original order, another week just to get the exchange moving, and provided it even ships within the next 24 hours, it will be here with little to no time to hem the trousers before when I need it. All the while xsuit has my money. At this late in the game, I have missed the window of opportunity to even go pursue local options for a suit and alterations. Currently waiting AGAIN with customer service to get status on another failed “we expect this to ship tomorrow” Great product if it fits you first time around. Awful experience trying to get an exchange across the finish line. I have been patient and kind in my frustration and any attempt to ask for CS to push for a faster shipping option has been meant with repeating back my frustration, and “We hope this makes up for your inconvenience”. Naming stress I am already articulating is not doing anything to “make up” for the lack of care with my exchange nor does it reconcile that Xsuit is sitting on $500 of my money without fulfilling their end of the transaction. Very dissatisfied. Buyer be warned.