Stewart & Strauss Reviews 246

Reply from Stewart & Strauss

May 29, 2018

Thank you for you kind words.

Reply from Stewart & Strauss

May 18, 2018

Thank you for your kind words. It’s customers like you who make it worthwhile striving to be the best we can be in a very competitive market.

Once again, we thank you for your patronage, and hope to have the opportunity to work with you again in the future.

Reply from Stewart & Strauss

Jan 21, 2018

Hello Nektarios,

Thank you so much for the wonderful picture and comments. We have posted it on our web site: https://jacketshop.com/gallery/customer-photos-letter-jackets

Your continued support is very much appreciated.

Reply from Stewart & Strauss

Dec 7, 2017

We received an order on November 3rd., 2017 for a custom made letterman jacket consisting of a wool body and wool sleeve (order number A81308CF). As stated on our web site and in the order confirmation that the customer receive "ANY CHANGES MUST BE MADE BY REPLYING TO THIS EMAIL WITHIN 24 HOURS. All CUSTOM JACKETS (with or without lettering and/or patches) ship within 4-5 weeks.” The customer then sent a reply to their order confirmation that they made a mistake and wanted vinyl sleeves instead of wool sleeves. The customer then wrote back on November 4th., 2017 requesting to add another sports patch they had forgotten to put on their original order. We then wrote back to them saying that we will change the sleeves from wool to vinyl and would also add the sports patch as well.

The customer then wrote to us on December 4th. requesting an update to the shipping time of their order. We responded on December 5th., 2017 "Your custom order is on schedule and is due to be shipping within the next 5 business days. We will send you an e-mail with tracking number when we ship.” Upon final inspection of the jacket we noticed that the embroidery machine damaged the jacket and we wrote to the customer on the same day saying "We are very sorry to inform you that your custom jacket was damaged in the final stages of production. At this point, we can either refund you the full amount or make you a new custom jacket which will take 4-5 weeks to make and ship. Please reply to this e-mail letting us know what you would like to do. Once again, we apologize for the mix up.”

The customer then wrote back to us on the same day saying "What?? What happened? This is supposed to be a Christmas present! The one thing my son with special needs wanted. I can't Wait another 4-5 weeks is there any possible way you can make it and get it here sooner? I ordered This over a month ago.” We immediately responded back on the same day saying "The jacket has been completed but during the last production stage the left sleeve was damaged by a machine. If you'd like we can send out the jacket to you the way it is now and issue a refund back to your account for the damage. When you receive the jacket if you would like to return it for a new one we will allow you to do so. Please let us know what you would like to do.”

The customer then wrote back the same day saying "I’m upset because this wasn’t my mistake it was yours and I don’t feel I should Have to wait another 4-5 weeks. No you need to remake it and get it to me before Christmas. That’s not my mistake it’s yours. I dont Want a damaged one a want you to right your wrong .”

We then replied back on the same day offering one of our in-stock jackets similar to the one they ordered with leather sleeves (and additional $50.) at no additional charge that we could guarantee for Christmas delivery. The customer then wrote back saying "No.. YOU made the mistake you can easily make the new one, you are embroidering it, adding patches, and the names etc. not sewing it from yarn. I waited over a month for this which is why I ordered early because I knew it took time. but you cannot explain to a special needs kid that "sorry here is a damaged jacket, Merry Christmas, go ahead and wait another 5 weeks for a correct one" that is crap. I want this fixed and here by Christmas which you absolutely can do. I don't care about your other orders from other people. This was YOUR mistake and I advise you to fix it. Otherwise I will go the Better Business Bureau with a complaint, and let everyone know that you are NOT the company to order from. I know a ton of kids in his school and the talk is always where to find the best lettermans jacket. Should you choose to correct your mistake and get it here by Christmas, then the talk coming from me will be that though there was a mistake they fixed it and made it right and I recommend them. It's your choice.” We then replied “A new custom jacket would take 4-5 weeks to make and ship. We cannot get it to you any sooner.” At that point we issued a refund back to the customer's account and asked “Please let us know if you want us to send out your jacket that we have now or if you would like us to put a new custom order into production for you free of charge which will take 4-5 weeks to make and ship.” The customer then replied "I didn't ask for a refund I asked you to fix this. Why can't you just take off the sleeve and put a new one on instead of redoing a whole new jacket? I cannot believe you are screwing me over right before Christmas. Very disappointed and I think it is disgusting that I have to now explain to my kid that you refused to make this right in time for Christmas. This is why I ordered well befor ethen I knew it said on site it takes time to make it. but there should be a rush on his jacket. I wanted this fixed and I just cannot believe you think it is ok to ruin something and refuse to fix it the way it should be. Fix the damn sleeve that YOU messed up and get him his jacket. you dont' understand special needs kids do you? They aren't going to understand "oh sorry the machine made a mistake, here is a crappy damaged jacket, we will get you a new one but you have to wait another 5 weeks for it.”

We then replied saying "We have put a new custom jacket into production per your request. We will send you another e-mail with a tracking number as soon as your jacket ships.” The customer then replied “Well I hope you can sleep at night knowing you screwed over a customer and ruined a kids Christmas. you guys suck. Thanks for ruining our holiday. Be "proud". you could have put on a new sleeve and made this right. you could have made this jacket within a couple weeks and gotten it here. but oh well you don't seem to give a crap. Now I have to try and find someone to make him a real jacket with no time...thanks assholes.”

We then replied back saying "That is not how it works. We cannot just take off a sleeve and put a new one on. A brand new custom jacket needs to be put into production. We gave you several options on top of a FULL REFUND. We will send you another e-mail with a tracking number once your order ships.” The customer then replied "First I’m not stupid, I also Know you should be putting the new jacket after your mistake on a rush to complete. The jackets are putvuigether, you aren’t spinning it from thread. You can easily do it you just refuse and I’m very upset that you are screwing us over with your lame excuses. I calkedxsevrral Jacket shops who all said you absolutely could do it in time that you are lying. The reason they can’t is they already have orders in and i understand that. They couldn’t believe you would not fix this in time for Christmas. It wasn’t about a refund it was about the fact I know you are lying and refusing to get it here by Christmas. It was YOUR mistake. I guess You haven’t figured out customer service yet.”

We then sent another email saying "We do not appreciate your tone. We will no longer be making you a jacket.” The customer then wrote back saying "You don't like my tone because I told you other jackets shops pointed out to me that you are lying and refusing to fix your mistake so you are going to screw over a kid with special needs? Wow that is awesome. I made no mistakes at all YOU screwed up my sons jacket, and YOU won't fix it on time for Christmas when you absolutely can and I am the one whose tone you don't appreciate? I don't appreciate your gross lack of customer service, the fact that you RUINED my son's Christmas and I have no time to get it from anywhere else with this short of notice because they are all full on orders of people like me who ordered in time and followed the rules, and the fact that you are now blaming ME? You really don't understand. I cannot believe you won't fix this and I am disgusted that you guys think it is ok. Thanks for ruining a kid with special needs Christmas. I tried to work with you guys. I gave solutions, you treated me like I was stupid and 'don't understand" It's you that doesn't understand. This is the worst experience ever and I am now in tears because you guys ruined my kids Christmas. thanks for that. I have tried everything to work with you guys. You have no heart. I didn't want to do this but I guess it is time to get the Atty General, the BBB and social media and news involved and let them know what you did. I have all emails since you don't have a number. I have proof that YOU messed up and that I tried to work with you, and that you refused and don't care.”

The customer then wrote back saying "So where is the refund you claimed to have processed or are you going to attempt to keep that too?”

We use a third party secured credit card provider and all refunds take 2-3 days for the amount to be back in the customer’s account. If they check with their bank they will see the credit was issued on 12/05/2015 10:26 AM PST. We have sent a copy of the refund notice from our credit card provider to the customer.

At this point we are still wiling to make any jacket that we have in stock seen on our home page and will expedite it to make sure they received it on time if they let us know the jacket they want by Friday, December 8th., 2017. They must let us know the jacket to make sure we have the size in stock.

Thank you.

Stewart & Strauss, LLC - since 1977 -
'Original American Style'
https://JacketShop.com/