On December 14, I placed an order for one plaid shirt, three pairs of pants, one goatsuede baseball jacket and one monogrammed shirt. I figured that the monogrammed shirt would take longer, but wasn't worried about it. On December 20, I noticed that the price was significantly different for the plaid shirt and the goatsuede jacket. On December 21, I emailed customer service to request that the prices be adjusted since it was within a week of my order.
No response.
On December 24, my husband opened the monogrammed shirt. The monogrammed was something indecipherable, but appeared to be "GGJ" instead of "GFJ." You cannot see their entire alphabet of monograms to know, for sure, what the letters were supposed to be.
I again emailed customer service. No response.
On January 3, I faxed my complaints to the company.
No response.
On January 8, I appeared in the store near my house at the Shops at Boardwalk. I explained my situation and the sales clerk could not decipher what the monogram was supposed to be, either, but determined that it was NOT, most definitely, "GFJ." He started to replace the order. He told me he would call me when it comes in. I said, "Why do I have to come pick it up. It's not my mess up. The shirt has the wrong monogram. It should be shipped to my house, as the original order was." He said, "If I were to have it shipped to your house, you'd have to pay $8 shipping since you received free shipping and it's no longer free." I told him I thought that was unfair and that I would call customer service. I again tried to contact customer service and was forced to leave a message. The clerk stated that the lady who headed the customer service department had died the first part of December and things had been in shambles since that time.
I can't understand how a company could have so many problems responding to a simple customer request. I promised that I would post this report on usacomplaints.com and, now I have. I will keep you updated, but I would definitely steer clear of ordering anything from Jos. A. Bank.
This morning, I received an email confirming what appears to be yet ANOTHER monogrammed shirt. Great. Now I'll have two pink monogrammed shirts with my husband's initials on them. I replied to ask them what this order was for and stated that the order had been replaced in the store.
On the bright side, it does appear that the clerk is going to adjust my prices, if I can simply print my order from my email.
Thank you for your time and suggestions.
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