ComplaintsforPISTOLA

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I originally placed an order with Pistola Denim in early November and paid for expedited shipping so that it would arrive while I was visiting my family for Thanksgiving. I ordered some clothes I planned on wearing for the holiday. The order did not even ship before I left my mother's house and returned to my home - even though they charged me nearly 30 dollars for expedited shipping. I tried to get Pistola to change the shipping address since it was still in their possession, but they did not. They shipped it to the address where I no longer lived. It took my elderly mother some time to pick up her packages and to then ship it to me. I asked her to ship directly to Pistola but she misunderstood. So, by the time the package got to my, it was beyond the dismal 15 day return window. I have emailed their customer service a few times a week and I get no response. Their late shipping, their inability to shift the shipping address, and their refusal to respond to my emails asking to speak to a rep or to have a one-time extension on returns (due to their late shipping / mistakes) have made it impossible to get any traction on this issue. It seems they just take your money and give you no option for return. On their website, they ask for their customers' understanding and patience, that they are trying to handle orders and requests and that ***** etc has made it harder to do so with urgency. I get it. I have been patient, but they only offer 15-day return window. When their shipping is delayed and their inability to respond to email inquiries makes it impossible to meet that 15 day window, they should then offer some leniency for their customers as well.

  Business response

  01/04/2024

  Customer request has been handled.  The issue has now been resolved with the customer. 

• Initial Complaint

  12/12/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered a dress shirt cut did not fit vi contacted pistola. No answer. I returned the dress and ordered a bigger size. I gave them the order number and tracking number. They answered back. They would contact me they then said they received the product. But I never received my money back. ******. Tracking number sent back to pistola 10/30/3023. **********************. Please help that is a lot of money

• Initial Complaint

  02/10/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 1/15/23, around 11:30am Eastern time, I placed an online order for 1 - ***************** Sweater - Black and White ******* Shortly after, I realized I had used the wrong billing information. Around 3:30pm that same day, I emailed the store (bc its the only listed method of contact), explaining that I needed to change the billing info. I mentioned that, if that couldnt be done, then I needed to cancel so I could REORDER w the correct billing info. Ive had to cancel a larger order with them in the past, so I didnt think much of needing to cancel and reorder one sweater. Usually the company is good about responding to emails, so when some time had gone by I started to worry. I tried emailing again, but still nothing. The following day, 1/16/23, I received a confirmation email that my order had been shipped! Very annoyed, I emailed them again stating that this order should have been CANCELLED. It wasnt till the next day that I received a very passive aggressive email from Pistola stating We're sorry to inform you that we are unable to process your request at this moment. We try our very best in manifesting each order with care and ship them out in timely fashion manner. . Therefore- The open possibility of an order cancellation due to "Buyer's Remorse" is very limited. I was very insulted by this email bc no where did I state buyers remorse! If anything, I stated that I intended to reorder the exact same item. Immediately I responded expressing my displeasure with their service and response. I ask for this to be escalated and speak w a manager but no one replied. The next email I get is on 1/19/23 saying the package is out for delivery and then that it had been delivered. When I got home ironically the package was no where to be found, and I emailed them right away to let them know. This, they respond to right away, suggesting the obvious and giving me information I already had. I start a claim with **** on 1/20/23. After a lot of emailing back and forth, trips to the post office, and a headache, it turns out the mailman found it open in my lobby the following day. He returned it to the post office, and for some reason it was shipped to an alternate address up in *******, **. I updated pistola about this on 1/23/23. On 1/30/23, I gave them further updates that I was gonna see if I could somehow locate it in ******* and ship it back. On 1/31/23 I got a response from pistola saying they were escalating it on their end and theyd respond with a decision in a week. On 2/8/23 I got an email that my claim was denied bc they concluded it had been delivered to me. On 2/9/23, I provided them w all the emails to **** showing that this wasnt true. I also let them know I would be contacting the BBB if they did not give me the credit that was due to me. And so here I am STILL trying to get my money back for an order that should have never been processed.UPDATE: On 2/10/23, I get an email from Pistola apologizing and basically blaming **** for the whole problem (which couldnt be further than the truth). To make up for it, they were sending me my order again, free of charge! That would be great except they continue to add to the problem 1) they looked up and then proceeded to send the INCORRECT order, 2) the whole problem is I never wanted the order to begin with! I wanted it canceled and my money refunded! 3) they charged me for the shipping!!!! Im so angry that Im now gonna have to deal with the original f* up and now a whole new one!!! I could scream!!!!!

*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. ↩