I visited the Sayki men's clothing store at Leesburg Premium Outlets in Leesburg, Virginia, during Labor Day weekend last year. I purchased several pairs of trousers and a suit, which I left with the store for alterations.
When I returned to collect my order, the manager who had originally assisted me was no longer employed there. A different manager presented me with items that did not match my original selections in size, style, or color. When I raised this concern, I was told that the garments were my selections and could not be returned because they had already been customized. However, the alterations themselves were incorrect.
Several of the trousers did not fit properly, and some could not even be zipped. I demonstrated these issues to the new manager and clearly explained that the measurements, styles, and colors were inconsistent with what I had purchased. Unfortunately, the matter was handled without the level of professionalism, accountability, or customer care one would reasonably expect from a premium clothing retailer.
I subsequently contacted the company's headquarters, hoping for a fair and meaningful resolution. Instead, I was directed back to the same store manager about whom I had complained. This response did not address the substance of my concerns and left me with the impression that the company lacked an effective process for independently reviewing customer complaints.
Another significant concern is the apparent frequency of management turnover at this location almost every month. During my experience, it was difficult to speak with the same person twice, making continuity and accountability nearly impossible. Customers should be able to rely on the store to maintain accurate records of purchases, alterations, and prior conversations, regardless of staffing changes.
After making multiple trips to the store and spending considerable time attempting to resolve the issue, I ultimately left with two pairs of trousers that remained unsatisfactory. One had not been cuffed, while the other was an entirely different size. Although I had paid for alterations, I was denied a refund on the basis that the return period had expired. In my view, that explanation was unreasonable because the alterations I paid for had either not been completed or had been performed incorrectly.
To make matters worse, one of the pairs of trousers I initially received later tore during normal use, raising additional concerns about product quality.
This experience involved incorrect merchandise, improper alterations, poor complaint handling, repeated inconvenience, and a lack of meaningful accountability. Based on my experience, I cannot recommend this location. read more
