ComplaintsforPaul Fredrick Shirt Company

• Initial Complaint

  03/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I relied upon the statement on their website clearly stated, perfect fit guaranteed. I ordered several items including shirts and slacks. The slacks I had altered and when I requested a return of the slacks as they did not fit, I was told altered slacks are not returnable and there was language to that effect when I requested alterations! This is clearly a deceptive practice as their perfect fit guarantee should require this deceptive company to honor my return request. I am currently looking into possible criminal action against the unscrupulous and false claims made by this company!

  Business response

  03/29/2023

  While we do list a fit guarantee, just like any policy there can be exclusions.  One of those exclusions is that altered pants cannot be returned.  This is a reasonable policy used by virtually every apparel company.  That exclusion is listed on the very same page as our fit guarantee (see attached).  In addition, we provide a second notice while selecting the item for purchase.  As shown in the second attachment, when alterations are chosen the customer is notified that the items are now non-returnable.  

  Instead of being an example of unscrupulous or deceptive behavior, this is an example of a company taking extra steps to ensure customers understand when an item is non-returnable before deciding to purchase.

• Initial Complaint

  01/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi, I returned my purchase from November 8, 2022 for 327,75, and still have not received a refund. I have called at least 3 times and get told each time that there is some sort of delay. I feel that if I never contacted the company again I probably would never see my money back to me.

  Business response

  01/27/2023

  ************************ was refunded on January 10th back to the credit card used for payment.  If the refund has not appeared on his account, he should contact the card issuer.

• Initial Complaint

  10/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  October 23,2022, Sunday evening Hawaii Time, I ordered a White Shirt online from Paul Fredrick Men's Shirt store (company located in Baltimore, MD.) I paid for the shirt, plus the tax and extra fee to have the purchased item shipped to me "next day service." October 25, I received a message stating my shipment will arrive approximately Nov. 1, 2022. I then called Paul Fredrick customer service to inquire why my shipment will be arriving at that date. The gracious customer service agent stated that they should have contacted me because, they DO NOT send their products via 2nd day air to Hawaii. 1. There was no communication upon receiving my tender. 2. There is not statement in their website stating NO 2nd DAY AIR for the state of Hawaii. 3. The company processed my tender, had I not communicated with the company, I would not know that they don't do 2nd day air to Hawaii. 4. I stated to the customer service agent that I needed the shirt for my Father's Funeral on Friday, October 28, 2022. 5. I asked for a refund. However, the agent told me that I should wait for the shipment and then go through their refund process. I demand a full refund immediately. What I paid for, the product and the service has NOT been tendered by the company.

• Initial Complaint

  02/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a lambskin leather peak blazer on April 28, 2021. I tried it on and it fit well. Since it was too warm to wear, I put it in the closet. In December of 2021, it was cool enough to wear it. The first time I wore the jacket, the inside liner of the front left exterior pocket ripped away from the leather. I also noticed that the thin liner for the sleeves extended a good 1/2 inch past the end of the sleeves. In addition, the right exterior pocket was completely curled under. Very poor workmanship. I contacted customer service to return the jacket and exchange for a new one. After a number of confusing emails with Customer Service, we were still not clear if the 90-day period applied only to refunds or to exchanges. I returned the jacket to Paul Frederick asking for an exchange. The jacket was delivered to them by *** on 12/28/2021. Since then, in communications by email and a telephone call, I have been informed that the 90-days applies to both exchanges and refunds. They said they would return my jacket in 2-3 weeks after our telephone conversation with Customer Service of January 31, 2022, they said it would at least 3 weeks. for them to return my jacket to me. It is now over three weeks since the latest discussion and still no jacket has been returned. The response from Evvy at Paul Frederick has been rather terse and telling me that I was warned. This is unacceptable. It has been 2 m months since they received my jacket and it still not been returned. I am reconciled to the fact that I am stuck with a poorly made leather jacket and will have to take to a custom leather shop to see if it can be made wearable, but I need to have my jacket returned to me.

  Business response

  03/04/2022

  A physical review of the jacket determined the likelihood of manufacturing defects.  The jacket is no longer available for replacement, so a refund was applied to the original method of payment.

• Initial Complaint

  12/04/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order by phone on 11/17/21 for 4 pairs of jeans and 3 shirts. The representative asked if I wanted the jeans hemmed and I said yes. When the products arrived, I received the wrong items. The shirts were fine but the jeans were the wrong items. I ordered item number ******* - denim 5 pocket jeans. I was sent item number ******* - medium blue flat front denim pant. I called Paul Fredrick to return the wrong items and was told I could not return because the items were hemmed. I explained they sent the wrong items and that I had not ordered these. A manager called me the next day and offered a partial refund. As this was not my error, I believe Paul Fredrick should refund the entire amount including hemming as they made the error.

  Business response

  12/16/2021

  We reviewed the call when ************** placed the order.  He provided us with the style number and catalog page for the pants he wanted.  We sent him the exact items he requested.  We also notified him prior to completing the purchase that the pants could not be returned as we were altering them to his specifications.  He confirmed that he understood the return policy.  After he contacted us requesting a return, and was reminded that they were non-returnable - we attempted to find a middle ground by offering a partial refund, which he rejected.

  Since we shipped the items he requested, provided notice in advance that the items would be non-returnable, and still offered to provide a partial refund - We will not accept the items back for full refund. 

  Customer response

  12/20/2021

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:I ordered the five pocket jean and was sent the flat front denim pant. Had this been my mistake, I would not be submitting this complaint. The items altered and sent to me were not what I had ordered.  This is why I did not accept the partial refund.  As this was Paul Fredricks error, I would expect a full refund. The page I referenced show the five pocket jeans and that was what I expected I would receive.  
  
  Regards,
  
  *********************
  

  Business response

  02/14/2022

  Our original response stands.  No new information has been made available.  Calls are recorded, and his was reviewed.  We sent him the exact items he requested.  He knew the items were non-returnable.  Even though no mistake was made on our part, we still offered a compromise - rejected by **************. 

   

• Initial Complaint

  10/18/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I got on line and ordered a pair of pants from Paul Fredrick. The next day I still had not received a confirmation. I also did not see a charge pending on my credit card. Finally I looked on line, and NO order was pending/present. Later that day I received an email from Paul Fredrick that said "LAST CHANCE" to order now. This was specifically for the pair of pants I had tried to order earlier that day. AND, happy me, they offered a greater percentage off. Guess they really wanted my to purhcase. So I orderd again. A week, or so, later, I got TWO packages in the mail. BOTH pairs of pants. I wrote them. Took 3 tries to get an answer. They said it was my fault I had ordered two of the same thing. BRIGHT RED PANTS. They refused to refund. I then used the return label and sent the pants back. They WANT $10 bucks for me to return their mistake. However, I have yet to even get that much back. They are unscrupulous. Fighting this with my credit ard company also.

  Business response

  10/26/2021

  *** *****,

  The customer clearly placed two identical orders.  Since one was returned, the duplicate order was refunded in full on 10/21.  

  Thank you,

  Mike T*****

  Paul Fredrick Menstyle

  Customer response

  10/29/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactoy, but NOT honest.
  ONLY because I contacted the BBB, and started placing on line reviews did the merchant DO what they SHOULD have.   The initially told me I had to pay $10 IF I wanted to return the item.  Then they said it could not be returned.   Finally THEY made the mistake, as CLEARLY indicated in my included documents.  THEY solicited my business for the SAME item, after I had ordered.  This is NOT how a reputable business operates.
  
  I appreciate that the BBB was able to help me resolve this.  I still belive this is a dishonest, one star business.

  Thanks for your help, 

  *** ******

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