I ordered a varsity jacket during the first week of August and was given an estimated turnaround…read moretime of 6-8 weeks. Unfortunately, the experience has been frustrating from the beginning.
I received no communication regarding the status of my order, so I reached out at the beginning of October to check on it. I was told that the patches were complete, the jacket would be sent out for embroidery within the week, and the order should be finished within two weeks.
Three weeks later, I stopped by the store, only to discover that my jacket was still sitting on a rack in the store, waiting to be sent out for embroidery. The employee I spoke with was visibly upset and mentioned that she had just been screamed at by another customer. I made it very clear that I was not upset or yelling. I was simply trying to understand why I had been told three weeks earlier that the jacket was being sent out for embroidery and would be completed a week ago, when it was still sitting in the store.
At that point, the employee grabbed the jacket and shoved it toward the front of the rack, stating that she would move it up the list. I explained that this was not what I wanted. I wasn't asking for special treatment; I simply wanted an explanation. However, the interaction left me with the impression that customers who repeatedly call or stop in to complain are being moved ahead of those who have been patiently waiting for their orders.
At that point, I decided to take the jacket elsewhere to be completed. I no longer felt comfortable trusting this business with my order or supporting the way they were handling their customers.
Unfortunately, the issues didn't end there. After taking the jacket to another store, I discovered that the patch provided with the jacket was more than 1.5 inches larger than the size indicated on the original order form. This means that, in addition to the extended wait and the inconvenience of having to take the jacket elsewhere, I now have to pay again for a patch in the correct size.
I have also made several attempts to speak directly with the owner to address these concerns. I called at various times during the store's posted business hours without receiving an answer. I then reached out through Facebook requesting a phone call and was instructed to email. After emailing, I was asked for more information. I replied that I simply wanted a call to discuss my order, only to be asked again for order information. I was eventually told that my order had been located and that I would receive a call after 5:00 that evening. Four hours later, I was still waiting.
The biggest disappointment is not simply the delay. It is the lack of communication, the repeated missed expectations, the incorrect patch size, and the difficulty getting a straightforward conversation with the owner.
I understand that businesses get busy and that delays can happen. What I do not understand is why customers have to continually chase down updates, why the timeline provided is not followed, and why it is so difficult to get a response when there is a legitimate concern.
Unfortunately, this experience has cost this business my trust and my future business. I would not recommend them based on my experience.
