ComplaintsforJ. Press

• Initial Complaint

  07/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I'm writing to call attention to J. Press’ unsavory business practices and treatment of its customers. I've been a good customer of theirs this year and have spent over $ 2,000. Yet, my experiences throughout the year didn't make me feel valued. While I have been happy with most products, I struggled with the sizing and shrinkage of their sports and dress shirts, which necessitated a couple of returns. J. Press doesn't provide return labels, and I had to pay out of pocket for my returns and endure their tedious return process. On April 17th, 2022, I placed an order (# ******) for an MTO shirt for $ 172.00 via the J. Press website. Sadly, when the item arrived on June 5th, the shirt fit more poorly than any ready-to-wear shirt. I then created a return request (*** *********) on Monday, June 5th. I only received an answer on June 9th after a direct inquiry. The response from customer service stated that the return request would be approved that day and that I should ship the item back. Once I saw the approval, I returned the item with the approval number at my expense. On the morning of June 19th, I received an email from the same customer service associate inquiring about my reason for the previously approved return request after the fact. I described my issue and was informed that J. Press would not accept my return and send the shirt back to me. Since their website was ambiguous about the return for this item, this seems highly unfair. Especially since I've done my due diligence: I inquired about the return prior, submitted a return request (approved), and was explicitly told to return the item. The previously approved return has been changed in their system to a rejection after the fact. This whole experience made me feel misled and inconvenienced. I'm seeking a refund, an apology, and an improvement in business practices so other customers don't have to experience the same headache.

  Business response

  07/26/2023

  Good afternoon, 

  Please see the attached email chain of our conversations with Mr ******* on this shirt matter. J. Press has been in business

  since 1902, we consider our customer service to be top notch. Our policy is we do not issue return labels for customer returns.

  Also note that are website, which the customer used to order the shirt, clearly states that as MTO is made for each customer individually

  they are final sale and not returnable. The emails show that our customer service dept.(Thomas V********) made this very clear to the customer.

  Please feel free to contact me if you need anymore info, we take this very seriously

  Jim F*********  *****************

  Business response

  07/26/2023

  Tell us why here

  Good afternoon, 
  Please see the attached email chain of our conversations with Mr ******* on this shirt matter. J. Press has been in business
  since 1902, we consider our customer service to be top notch. Our policy is we do not issue return labels for customer returns.
  Also note that are website, which the customer used to order the shirt, clearly states that as MTO is made for each customer individually
  they are final sale and not returnable. The emails show that our customer service dept.(Thomas V********* made this very clear to the customer.
  Please feel free to contact me if you need anymore info, we take this very seriously
  Jim F*********  ********************

  Customer response

  07/27/2023

  
  Complaint: ********
  

  The shirt I received only fit me in the collar and sleeve length. The entire shirt body was billowing and ballooning. It’s unconscionable to expect me to wear this and be stuck with bearing the cost. I’m a college student, J.Press’s former core clientele, and thus on a limited budget.
  
  I am rejecting this response because I received contradicting instructions from Thomas V********, approving my return, of which I could see confirmation on the J.Press website, and directing me to mail back the shirt. I mailed the shirt back at my own expense under that pretense. 
  

  It would make much more sense and look good on the company to issue a refund and an apology as opposed to doubling down over less than 200 dollars. 

  Sincerely,
  
  ********* *******

  Customer response

  08/10/2023

  I don't think the business addressed the issues in my complaint. No mention was made by the business about me being instructed by their representative to return the product. It's not fair to consumers for a business to hide behind their general terms when specific instructions are given to a consumer. 

*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. ↩