Faulty-zipper dress update

[magid]

I emailed JJill, and they offered to send me a new one. Of course, when I called, they told me they had no more of these in stock. Not a surprise, given that I got it at their outlet store back in October. What could they do for me? Well, I could ship it back to them and get a credit. They don't have any dresses at all like that in stock now. The customer service person said that they don't want faulty (or whatever adjective) goods with customers, so please send it back. I pointed out that I like the dress except for the zipper, and since they have nothing similar, could they cover the cost of replacing the zipper? She checked with her supervisor (I note that the music they have for people on hold is far too loud), and the answer is no. The options are ship it back to them, or nothing.

I'll be bringing the dress to a tailor.

Comments

[coorr.livejournal.com]

That sucks.

I would guess that they don't want to rely on the work of an outside tailor, but I am kind of surprised that they didn't offer to repair the dress themselves.

oh well, its probably worth fixing it, its a very nice looking dress.

[magid.livejournal.com]

I can understand not wanting to rely on outside work, but they didn't offer anything else, either, even something fairly small like free shipping on my next order (especially cheap since I tend to buy from stores).

Shipping it back would mean I'd have to go shopping again, which I don't want to bother with.

So, yes, definitely worth fixing. And thank you :-).

[magid.livejournal.com]

(And I assume they don't have tailors on staff; they're just a retailer.)

[pinkfish.livejournal.com]

. . . and it probably just isn't worthwhile to have, like computer companies do, "authorized service organziations" in various localities.

Until the last line of your post, I was afraid that you weren't going to take this very sensible option (e.g., you were going to obey them, and send it back!!!). I should have given you more credit.

[hrafn.livejournal.com]

Gah. That's not what I call good customer service. Good luck with the tailor! (I haven't seen the dress, but I figure, if you like a garment well enough, it's worth investing in getting it fixed to suit you. Or just fixed, in this case.)

[magid.livejournal.com]

Yeah, I'm not impressed with their customer service, either. I don't think it'll keep me from shopping there, but I certainly won't be running out to get their stuff first, either.

At least I have a recommendation for a reputable tailor.

[magid.livejournal.com]

Yeah, I can't imagine it would be cost effective for them. OTOH, they could've at least tried to make nice.

(Of course some random person telling me to send it back wasn't going to get me to do it!)

[jwg.livejournal.com]

It is certainly possible that JJill does nothing but import and resell clothing made somewhere else so that they have no means to do repairs.

[magid.livejournal.com]

Oh, sure. But they didn't offer to do anything other than take away a dress I'm otherwise pleased with, nor did they do it particularly nicely. It's not enough to make me avoid them in future, but it doesn't inspire me to go shopping there soon, either.

[(Anonymous)]

You may not wish to pursue this any further, but you might, after the repair is completed, write a letter. With the letter you could include a copy of the receipt for the tailoring work (and the original receipt for the dress), and, while mentioning that you really like the dress and that the options customer service were able to offer did not suffice, the focus of the letter would be that you fully expect reimbursement for the repair.

[magid.livejournal.com]

I asked directly whether they'd cover the cost of replacing the zipper, and was told no. So I don't think I'm going to take any more time/energy to write them a letter (even if I could find the receipt from October; I suspect it's already been recycled, anyway).

I brought it to the tailor this morning, and I can't imagine that the cost of the zipper will be enormous. Which is to say, I got the dress at huge discount at their outlet, so while I'm not happy with their customer service, even with paying for the zipper replacement, I think I'm still ahead (compared to the original price).

[(Anonymous)]

Right, I did read that you had already asked by phone. All I meant was that if you wished to pursue it, a letter that doesn't take no for an answer and expresses full expectancy of a reimbursement might do it. Just wanted to clarify that -- not trying to change your mind.