Exchanging a pair of pants
January 4, 2012 4:42 PM Subscribe
Mail order question: Better to call or to send an email?
posted by pxe2000 to Shopping (6 answers total)
I recently purchased a pair of dungarees from a denim retailer who specializes in organic-cotton, US-made denim. Based on the photos and measurements they listed, I thought one of their pairs of jeans would be ideal for my height/build. They arrived today, and I can't even button them, never mind zip them up. The rise hits at a bad place on my torso, and because my waist/hip ratio is rather large, I will not be able to wear them.
According to their website, they accept exchanges and returns within 14 days, but because I have an inseam lower than 30", my pants were considered final sale. Given the amount of money I paid for them, I'd like to get a store credit, if I could. I work in retail, and while certain items are considered final sale, we have worked with customers to find solutions that work for both of us. (I believe in the company's ethos. They do offer custom-made pants, and I'd like to go with a custom-made pair if I can exchange these.)
The invoice they sent me includes both a phone number and an email address, along with the name of their head customer service rep. Obviously, the ideal situation would be to visit the store, but it's pretty far from me. Would it be better for me to email him, or to call him during normal business hours? The ideal resolution to this problem would be for me to exchange the pants I have for a pair of custom-made pants. Because they're a small business, I understand if they can't do that, but I'd like to give it my best try.