Post by ickes on Nov 26, 2014 10:41:17 GMT -6
I touched on this a bit in the Iron Heart Forum but I thought I would just create a new thread about my experience with Self Edge here.
So I ordered an IH heavy flannel from Self Edge in XL. The flannel came in, I absolutely loved it, however it was too small. I returned the flannel to Self Edge (I had to cover shipping costs) as I wanted to exchange it for the next size up (XXL). Their exchange policy is a bit different, you actually return the item to them and as soon as they receive your item they issue you store credit and you can use it as you like. So they showed on their website that they had 3 heavy flannels in size XXL left.
I contacted customer service and said I want to exchange my XL for an XXL but I asked them if they could hold one for me to ensure I get one as theirs only 3 left. I even brought up the option of me just buying the XXL and then them issuing me a refund on the XL when they receive it. CS said no need to worry, that there will definitely be an XXL available for me when I receive my store credit.
So several days go by and I checked the website yesterday to see if there were still three XXL's available and they were all gone. I contacted CS telling them I was a bit upset because they assured me there would be an XXL for me. I don't hear back for a bit and in the meantime I ordered another IH flannel (2014 heavy winter flannel in black, effin sweet lookin) because there was only one left and I didn't want to miss out. I figured I'd just order the 2014 black flannel and then when they receive my return of my first order I'll just get a refund on my CC.
CS eventually replies and tells me that they never actually had 3 XXL's available and that it was an error in their inventory system and that they just updated it Sunday night to reflect the proper inventory....hmmmm....So I tell them I want a refund and they say they cannot issue me a refund unless their is an error in the sizing of the shirt (i.e. the measurements are off from the fit guide) but they can and will give me a store credit. Guess I should have read their refund/exchange policy but I've never heard of a vendor not offering a refund if you return an item.
We got back and forth a bit and they offer me a 20% coupon that I can use on any item in the store, plus my store credit of course when they receive my return. In the end I'm not really sure how I feel about the CS with Self Edge...they did give me the store credit and 20% which is way cool but I think they should have been on top of their inventory in the first place and not shown that they had 3 shirts available in a size when they actually had 0. I also think it's a bit odd that they will not issue you a refund unless their is an error on the sizing.
So guys just keep in mind if you order off of Self Edge you cannot get a refund unless it's a sizing error, only store credit. Lesson learned. I'm not actually writing this to complain about their CS per se because they did give me 20% off to use anytime on any item, but I'm writing this up just to let you guys know about Self Edge's return/exchange policy. Just keep this in mind if you ever order from them.
So I ordered an IH heavy flannel from Self Edge in XL. The flannel came in, I absolutely loved it, however it was too small. I returned the flannel to Self Edge (I had to cover shipping costs) as I wanted to exchange it for the next size up (XXL). Their exchange policy is a bit different, you actually return the item to them and as soon as they receive your item they issue you store credit and you can use it as you like. So they showed on their website that they had 3 heavy flannels in size XXL left.
I contacted customer service and said I want to exchange my XL for an XXL but I asked them if they could hold one for me to ensure I get one as theirs only 3 left. I even brought up the option of me just buying the XXL and then them issuing me a refund on the XL when they receive it. CS said no need to worry, that there will definitely be an XXL available for me when I receive my store credit.
So several days go by and I checked the website yesterday to see if there were still three XXL's available and they were all gone. I contacted CS telling them I was a bit upset because they assured me there would be an XXL for me. I don't hear back for a bit and in the meantime I ordered another IH flannel (2014 heavy winter flannel in black, effin sweet lookin) because there was only one left and I didn't want to miss out. I figured I'd just order the 2014 black flannel and then when they receive my return of my first order I'll just get a refund on my CC.
CS eventually replies and tells me that they never actually had 3 XXL's available and that it was an error in their inventory system and that they just updated it Sunday night to reflect the proper inventory....hmmmm....So I tell them I want a refund and they say they cannot issue me a refund unless their is an error in the sizing of the shirt (i.e. the measurements are off from the fit guide) but they can and will give me a store credit. Guess I should have read their refund/exchange policy but I've never heard of a vendor not offering a refund if you return an item.
We got back and forth a bit and they offer me a 20% coupon that I can use on any item in the store, plus my store credit of course when they receive my return. In the end I'm not really sure how I feel about the CS with Self Edge...they did give me the store credit and 20% which is way cool but I think they should have been on top of their inventory in the first place and not shown that they had 3 shirts available in a size when they actually had 0. I also think it's a bit odd that they will not issue you a refund unless their is an error on the sizing.
So guys just keep in mind if you order off of Self Edge you cannot get a refund unless it's a sizing error, only store credit. Lesson learned. I'm not actually writing this to complain about their CS per se because they did give me 20% off to use anytime on any item, but I'm writing this up just to let you guys know about Self Edge's return/exchange policy. Just keep this in mind if you ever order from them.
