I am extremely disappointed with how Suitsupply handled a confirmed quality issue and refund.After I reported a defect and provided photos, Suitsupply’s Quality Team confirmed the issue and issued a return label. At no point was I informed that a refund would be limited to a gift card.After significant back-and-forth and escalation, Escalation Management explicitly confirmed in writing that a refund of €249 had been processed to my original PayPal payment method. Based on this confirmation, the matter should have been resolved.However, instead of the confirmed PayPal refund, Suitsupply unilaterally issued a gift card, without my consent and in direct contradiction to their own written confirmation from the previous day.This inconsistency, lack of clear communication, and attempt to substitute a refund method after explicit confirmation has seriously damaged my trust in the brand. I did not agree to store credit, and I explicitly rejected that option multiple times in writing.What makes this particularly frustrating is that this situation could have been avoided entirely with transparent communication from the start. Instead, I was given conflicting statements by different escalation agents and left to chase a resolution myself.I‘m now escalating the matter externally through European consumer protection channels. Unfortunately, based on this experience, I can no longer recommend Suitsupply when it comes to after-sales support and consumer rights handling.
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