ComplaintsforFurocity Furs

• Initial Complaint

  03/24/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had my measurements taken and ordered a coat from Furocity Furs on December 26, 2021 - Order #****. Their website highly recommends ordering 2 sizes 2 big from the measurements. I received the coat but it was extremely big. I emailed the store sharing that I ordered based on the website's instructions. I was told to send the coat back and they would send another one. I emailed again asking what measurements they were using to send the other coat out. Their response was the ones I previously sent. So, I received the 2nd coat of which it was still too big. I emailed again sharing that the coat was still extremely large and asked for a refund or exchange it for something else. I received a response saying no. They lost money sending me another one and that I couldn't exchange it or get a refund. I emailed my disappointment today and the owner responded saying that I could get the coat altered and that the website says the coat is "made to fit big." I cannot do anything with this oversized coat and refuse to spend any additional monies trying to alter it after ordering based off of instructions on their site.

  Business response

  03/25/2022

  The customer ordered an oversized coat. See attached photo showing how this coat should fit. Our stores return policy is that we do not accept refunds as real fur coats are made to order. The customer reached out after receiving her order and stated it was too big. Although she ordered the coat based on her own measurements, she complained it was too big. Although she ordered an oversized fitting coat.  Our return policy is written conspicuously all over our website. At checkout, the customer must accept our return policy before purchasing. As a courtesy, we accepted the return and sent her a coat 2 sizes smaller than the one she ordered. The customer then complained again that it was too big, although we ordered based on the selection that she made. I told her that we could not accept ANOTHER return. Its unfortunate that the customer didnt thoroughly read what she was purchasing a coat meant to fit oversized just as shown in the photo. 

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