This year's experience has left me very disappointed. I have been a loyal customer for years, frequently purchasing items and recommending this brand to my friends, with about five of them shopping here thanks to my suggestions. Until recently, I genuinely believed this was a premium brand. However, this year has been a series of unfortunate events. 1. Reward points system – completely dysfunctional.
I attempted to use my reward points but encountered constant errors. When I reached out to the support team, I clearly explained the situation, yet their responses were nothing but generic template replies. The fundamental issue is ridiculous:
If both discounted and regular items are in your cart, you cannot use reward points. To redeem points, you must create a separate order, remove discounted items, and pay for shipping twice. Even after going through this process, I STILL couldn't apply my rewards. The support team did not assist in resolving this. This is not customer-friendly. The system is poorly designed, and the support team refuses to take accountability. 2. Defective product and awful return process.
I ordered two T-shirts, and one arrived damaged straight out of the box. A so-called “premium brand” should have an efficient return process, but this brand does not. Returning a damaged item through the website is nearly impossible. Instead, you must: manually contact support, take pictures, and wait 24 hours for each response. It took me four days just to get a return label. This is unacceptable. High prices accompanied by subpar support. Moreover, the quality of the products has noticeably declined compared to previous years. Following this experience, I cannot recommend purchasing from this company any longer. Loyal customers are disregarded, support is slow and unhelpful, and the systems simply fail to function.
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Bridging the gap since '10 between streetwear and high fashion.
