Great product once it arrived, but the exchange process needs improvement.
The hoodie itself is excellent: warm, comfortable, and well made. My wife has one and loves hers, which is why I ordered one as well.
That said, my initial order arrived in the wrong size, and the size exchange process took far longer than expected. Communication around the return and tracking could have been clearer, and the delay meant I didn’t receive the correct item until late in the season.
To their credit, customer support did ultimately step in and resolve the issue, and the correct size was shipped. The product quality is there; tightening up the exchange and communication process would make the experience match the price point.
As they said, they are human too.
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