I purchased a hoodie on black Friday online and received it 4 days later with the security tag still attached. The customer service rep was very helpful and said this had happened to several other people. I said I could simply take my shirt into DSG and have the tag removed. As I live over 2 hours away, I chose to have a shipping label mailed to me and the item sent in to have the tag removed, or a new item sent to me. Fifteen days later and 3 contacts with customer service assuring me that my item is expected to ship soon but delayed due to backups in the warehouse, I received an email stating that I my refund for the item has been processed. I spoke with two different customer service reps today and was more or less told that there is nothing anyone can do as the hoodie is completely out of stock in all colors. This isn't acceptable. I had the item. I didn't send it back for a refund or change in size or color. DSG has screwed up numerous times here. I should never have received an item with a security tag. I should never have been told I could send the shirt in for one without a security tag if there weren't any in stock. The customer service reps should never have told me my exchange item was awaiting shipment when it really wasn't (I had a hunch that there was a problem. That is why I made 3 contacts.) And I should have never been told that there is nothing that could be done. What could be done is an acceptable replacement could have been found for me. The only positive thing I can say about this experience is that the customer service reps were polite and professional, but they should have been honest from the beginning. As it stands, my family and I will no longer be doing business with DSG. More would have been done to save my business, but I do not feel like a valued customer at all.
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