Company Response
3/14/2022
I reviewed Mr. Cox's complaint concerning a quality issue with a suit jacket he purchased on February 12, 2022 at the DXL Men's Apparel Store in Miamisburg, Ohio, and escalated it DXL's Guest Engagement Department.
First, I want to apologize to Mr. Cox on behalf of DXL for the sales associate's mishandling of his transaction, because the incident he described in his complaint and lack of assistance he received is simply unacceptable…period! While we unfortunately don't have a tailor or seamstress at the store to make the repairs Mr. Cox requested, the sales associate should have presented Mr. Cox with other options, including to exchange the damaged suit jacket for another.
We at DXL take pride in ensuring our customer's satisfaction through vigorous employee training and ongoing efforts to improve upon our policies and procedures. While we usually get it right, unfortunately, this time we were remiss in meeting Mr. Cox's – and our own expectations. Again, I can't apologize enough to Mr. Cox for the poor service he received.
DXL's 'no hassle' policy for merchandise returns and exchanges, which is posted in-store and on the web site at www.dxl.com, is to exchange or refund the full purchase price of an item with valid proof of purchase within 90 days of purchase, provided the item has not been altered and is in new and resalable condition, no questions asked. While we are unable to accept returns for
custom, altered or tailored clothing (suits suit separates, suit jackets and dress shirts), we make exception for damaged/defective merchandise, as well as for extenuating circumstances, which are handled on a case-by-case basis.
I'm informed that a Supervisor in DXL's Guest Engagement Department, Susan Morris, reached out to Mr. Cox by telephone and presented him with a few options in resolution of the matter, and also to offer him a $60 DXL Gift Card as a gesture of good will and form of make-good for the poor service he received. According to Ms. Morris, Mr. Cox was satisfied with the resolution and will accept the Gift Card.
We at DXL absolutely do value Mr. Cox's business, especially so during the pandemic, and extend our sincerest apologize to him for any inconvenience he may have experienced as a result of this matter. Our ultimate goal is for every customer, regardless of whether they shop in the store for merchandise or place an order via the dxl.com website, to have a pleasant and satisfiedshopping experience, which includes friendly and attentive service, hassle free purchases, returns, exchanges, and prompt refunds. We understand that Mr. Cox has the option to shop elsewhere, but we hope that he'll continue to shop at DXL and afford us another attempt to demonstrate a great shopping experience.
Thank you for bringing this matter to our attention and allowing us to reflect upon our operations. Please do not hesitate to contact me if you have questions or require further information concerning this matter.
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