ComplaintsforAmerican Tall

• Initial Complaint

  17/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered items for Christmas. When one item did not fit I printed out their return label and packing slip and returned the item. After 3-4 weeks with no notification about a credit for the return or a refund I contacted them via online chat. After thirty minutes wasted on the chat the employee told me they have the package with the item in their possession. I asked that my account be credited and that I be able to order a new pair with free shipping due to the excessive amount of time that transpired. I was told "NO".

  Business response

  26/02/2024

  We're sorry for your experience! Upon reviewing your ticket with our support team, we explained that returns cannot be processed until the items are received back at our warehouse. Without proof of the items being in transit—such as no scans on the label or a receipt showing it was dropped off—we are unable to proceed fully. It is common for carriers to occasionally miss scanning packages, especially during the holiday season. However, please rest assured that as soon as your package was received by our team, your request was processed immediately. If there's anything more we can help you with, please let us know.

• Initial Complaint

  12/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered jeans for my daughter for Christmas. They did not fit her and do not have her size in jeans and she needs JEANs. The company didn’t refund me back on my card they sent an e-gift card which is useless and I just lost out on 230.16 cents I want my refund back on my card. This is horrible. The sizing on the waist of the jeans are so off.

  Business response

  26/02/2024

  We're sorry the jeans weren't the perfect fit! We're happy to see you were able to contact our support team and they were able to process your refund for you. Refunding isn't an option when return requests are entered through the gift portal. For any future return, if you would like a refund, you must go through the regular return portal linked through your profile on our website!

• Initial Complaint

  03/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Placed an order in November, 2023 for items to give as gifts to son and husband. Three of the items they did not find flattering. On December 26, 2023 company authorized return and provided a *** shipping label with directions to drop at any *** drop off. All *** drop offs in town have requested a commercial invoice to accompany the package. I have contacted American Tall through their “chat” on 3 separate occasions. The chat bot promises to email the commercial invoice, however, to date it still has not been received. There is no contact available to take with a “live” person. Thus I am unable to return the items for a refund

  Business response

  26/02/2024

  We're sorry for your experience! We can see that you were in contact with our support team and received the commercial invoice for your return, and that your refund request has been processed. We're currently working with all *** locations to ensure the commercial invoice is visible when the label is scanned. We regret the initial refusal of your label and sincerely appreciate your patience and cooperation with us!

• Initial Complaint

  02/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I order a product from American Tall on 8/21/23. The product they shipped to me was defective. When I requested a refund, they informed me that they could only offer a store credit. I reluctantly agreed to the store credit, but was never issued the credit. It is extremely difficult to get matters resolved with this company because they rely solely on chat bots for customer service matters - there is no phone number or human being you can contact. I reached out again to inquire about the store credit that was due to me but have not heard back from the chat bot. I would like this matter resolved and a full refund given to me for the defective garment. I will not accept a store credit at this point.

  Business response

  26/02/2024

  We're sorry for your experience! We can see that you were able to get in touch with your support team, and they were able to process your refund! We have designed our AI assistant to be able to answer frequently asked questions. However, our AI assistant is ready to redirect customers to our support team via live chat or email as soon as they request. If there's anything more we can help you with, please let us know.

• Initial Complaint

  02/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a man's suit, pant and jacket Order number ****** on Nov 22. 2023 Trousers: AM-PD-*************** Suit Jacket: AM-TL-************** *** returned both items in their original packaging, unopened: Proof of Delivery Dear Customer, This notice serves as proof of delivery for the shipment listed below. Tracking Number ****************** Weight 0.90 KGS Service *** Standard Shipped / Billed On 12/05/2023 Delivered On 12/07/2023 12:23 P.M. Delivered To MISSISSAUGA, CA Received By **** Left At Receiver Please print for your records as photo and details are only available for a limited time. Sincerely, *** Tracking results provided by UPS: 12/24/2023 12:06 A.M. EST The company reimbursed the trousers at $74 but has given one excuse after another as to why the suit jacket was not reimbursed at the same time. Today they said they never received the pacage at all??? the suit jacket is $205 Please advise - Thank you

  Business response

  26/02/2024

  We're sorry for any confusion! If you're returning multiple items from the same order, we suggest submitting a single return request that includes all the items you wish to return. Submitting multiple return requests for items from the same order and shipping them together may delay the return process. We're happy to see you were in touch with our support team, and they were able to work with our warehouse team to have your refund request processed.

• Initial Complaint

  11/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed two orders on Saturday December 2, 2023. I received the one order on time and paid expedited shipping for both orders. The other order says it has a label that was created but **** never has received the package and it’s been sitting in Niagara Falls for a week now and never shipped. And I should have received it with the other order and also paid for expedited shipping. I can’t ever reach a live agent or a person. I have emailed the virtual assistant multiple times and no email or contact has been made to me from the company!!’ I’m so upset and just want my order!!!!!! And for someone to contact me and let me know where this order is or immediately resend these items. ****** is the order number! Someone please help me!

  Business response

  26/02/2024

  We're so sorry for your experience! We can see that you were in touch with our support team and were able to have your items re-shipped! If there's anything more we can help you with, please let us know.

• Initial Complaint

  18/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a pair of pants June 2, 2023, from American tall. The pants did not fit I tried to return through American Tall website. The return site would not generate a return label or contact person (only a virtual chat with standard responses) to make a request. I filed a claim through ****** the vendor American tall provided a return label in response to the complaint. I sent the item back with the label in June 2023 *** ***** ** **** ******** ** ********. American Tall did not provide a refund ******** ** a request to cancel the ****** complaint to unlock the funds the return was received over 4 weeks ago.

  Business response

  09/08/2023

  We're sorry to hear the pants weren't a perfect fit for you! We can see you were able to submit a return request, we provide a return label at the end of the submission of the return and we send it in an email if you can't print it right away! We're sorry you weren't able to get in touch with our support team, we tried reaching out to you on July 18th but didn't receive a response! We've received your package and would love to process your return for you, however, once a chargeback is opened, it freezes all funds. We recommend working with our team to have this processed right away, or you may wait for ****** to finish their investigation and then our team will be able to process the refund after the dispute is closed.

  Customer response

  13/08/2023

  
  Complaint: ********
  
  I am rejecting this response because: In the middle of June the pants were purchased, upon receipt I made numerous attempts to return the pants. The vendor only reached out after I filed a claim with ******. This matter is 60 days old. American Tall can return the money to my account through ******, they have the item back. The ****** investigation is in affect because American Tall has the unreturned refund. They need to place the refund into my ****** account and resolve this problem* * ** *** ******** ** *** ****** ******** **** *** *** ***** *** ** *******
  
  Sincerely,
  
  ******** *****

  Business response

  26/02/2024

  We're happy to see your refund request was processed once the chargeback with ****** was closed. If you have any pending questions, feel free to contact us through the website!

  Customer response

  07/03/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  09/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order ******, placed Feb 23, 2022 Items: WOMEN'S TALL DENIM SHORTS in size 30XLT, two color variations We received the shorts, but NOT fitted through the hips & thigh as clearly stated in the descriptions and shown in the photos. The legs on the shorts are HUGE and there's no way someone with a regular shaped body (like the models) would be able to wear them as fitted. They are shaped for someone who is extremely curvy with very large thighs - the classic pear shape. On our size, waist measures apx 14" while each leg is 12" meaning 24" total inches and a triangle shape whereas fitted should be rectangular in shape. We actually ordered the size one of the models is wearing and there is no possible way that both shorts we received would fit the model as pictured. This is a clearly a misrepresentation of the product that should warrant a no cost to the customer return with full refund as what we purchased is not what American Tall sold both in picture and words. The customer service agent claims the shorts are correctly designed per the design team. ** ****** *** ***** **** **** ** ******* ** ***** ** ******** **** ************** *** ****** ** **** ***** *** ******** ***** **** ** ***** ****** *** ****** ** * *** **** ***** ****** ***** *** ***** *****

  Business response

  10/04/2023

  We're sorry to hear the denim shorts didn't fit you perfectly in the legs! We provide the weight and height of our models to try and help guide our customers when selecting a size and we also offer size charts on all our items outlining the measurements! Our item may fit differently from person to person as everyone will have a different body shape. We passed along the measurements you sent our agents and they are within our specs and measuring correctly. We understand how frustrating this can be, we've created a return label for you to return these shorts! If you are ever unsure about your size or would like to buy a final sale item, you can contact our support team first and we can help you find the correct size!

  Customer response

  10/04/2023

  
  Complaint: ********
  
  I am rejecting this response because: (1) I have to pay to return the items. (2) They will not issue refund, only store credit. **** ******** ****** ******* ***** *** * **** *** ****** ***** ****** ** **** ** **** **** **** ***** **** *** **** **** ******* **** I have researched the shorts in question and it appears that almost every purchaser returned them because they are not as described - fitted in the hips or appropriately sized. (3) **** ** * **** *** ****** ****** ******** ** *** ******** * *****. I want a no cost return and refund. Their email to me *** **** in that they were doing me a favor by allowing me to pay to return the shorts and spend more money with them by buying something else with my store credit after they've pointed out that they did nothing wrong. They knowingly sold an item that was repeatedly returned for the same reason - poor fit/design. **** ** ***** *** *** ***** ******* ***** ** ** ******* ** ***** ** *** ****** **** *** **** **** ** ***** ****** ** ******** ***** ******** **** **** ******* *** *** ** ***** ******* The only reason they responded to this complaint is because I also have to cancel my credit card dispute so they can get their money released by the credit card company, not because they want to do the right thing by their customer. They specifically mentioned the credit card dispute and that I had to remove it in order to proceed with their less than stellar resolution offer.
  
  Sincerely,
  
  ***** ******

  Business response

  26/02/2024

  We're very sorry for your experience, we appreciate you passing along your feedback and we're happy to see you were able to work with our support team and received a refund for the items!

  Customer response

  05/03/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  24/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed order Nov. 24,2022, some items did not fit, 1 item marked on label of pants clearly size I didn't ordered. It didn't seem fair to charge me to ship back. I have tried several, time consuming attempts to contact American Tall, no response from several email addresses, forget about phone number not to be found. They are insisting on a gift card or give it to someone else. I don't need any clothes, I want my money owed to me given back. They are keeping my money until whenever or forever. **** ******** ******** ***** **** ******* *********** **** * ****** ********* * ***** ***** **** ***** **** * ****** ****** ******* ** ******* ***** ***** ** ********* ******* ****

  Business response

  28/02/2023

  We're sorry to hear you received the wrong size and that you didn't have a great return experience! We can see our agent helped submit a return request for the items that you've requested. Your exchange was created and shipped as well as the gift card was issued. We do offer refunds, however, this option wasn't selected. We provided a free return label so there was no extra return fee/shipping fee on this return. Please let us know if there's anything else we can help with or if you would like us to look into your return method, but we hope you'll give us another try in the future!

• Initial Complaint

  24/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  1-9-23 Order Number ****** Cannot get in touch with this company to find out why this has not been delivered and tracking shows it waiting in Niagara Falls for the last 2 weeks.

  Business response

  27/02/2023

  We're so sorry your package was lost in transit! We can see you contacted us through our virtual assistant. We responded to your ticket with a solution, and your item was delivered! If you have any other questions or concerns, please contact us again through our virtual assistant!

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩