ComplaintsforMinistry of Supply

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I recently placed an online order for two blazers, both of which were very expensive. Ministry of Supply has a 30 day return policy, and so I felt assured that if they didnt fit, I could return them. There was a promotion at the time of my order, and a 25% promo code was applied at checkout. When I received the shipment, neither of the blazers fit. The sizing was way off, and they were much too large. When I tried to return the blazers, this business refused to issue a refund to the original payment method, because I had used the promo code. I have never encountered any business that used use of a promo code to disqualify items for return. I believe this is intentionally deceitful and intended to scam customers, as the business publicizes their return policy clearly, but hides this abnormal and irregular policy in fine print, in a text color that is hard to see, and posts it only in sporadic locations. They do not notify you before you checkout that the promo code that has been applied disqualifies your items from their return policy.

  

  Business response

  08/05/2024

  The customer placed their original order on July 6, 2024 as part of our annual July 4th sale. As part of this sale, we offer steep discounts to customers on our full portfolio of products and in exchange limit their ability to return for a refund (customers are by default offered to return for an exchange, or for store credit, only). We do allow exceptions when customers reach out if they are unsatisfied with their purchase.
  
  The customer filed their complaint with the ******************** on July 11th after discovering that their purchase was not eligible for a refund. On the same day, they also reached out to our customer service team to voice their displeasure with the terms and conditions of the July 4th sale, and to request their items be eligible for a refund. Our **************** team immediately provided an exception to this customer and they were able to complete their intended refund and/or exchange. I have included the conversation with the customer for reference.
  
  The customer completed their refund and exchange on July 13th, and we have not heard back from the customer since. At all times, we feel we've maintained transparency as to the terms and conditions of these seasonal discounts and we are always open to allowing for exceptions when customers reach out to us. 
  

  
  

  Customer response

  08/07/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  04/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been trying to stop the mail spam for over 2 years. I moved and they somehow still obtained my new address and continue to spam me. No support number, just an email where you will be repeatedly ignored. I want them to stop sending me junk catalogs

  

  Business response

  04/03/2023

  Hi ****,

  Thank you for reaching out and so sorry to hear you're still receiving mail from us and you haven't received responses to your emails. I see that our team has responded to each of your emails, but we've never heard back. Have you received those? We have heard from some that our emails go to their junk mail box depending on their settings.
  
  I do see that you've been unsubscribed from our mailing list on your first initial email on September 2022 for your previous address. We've reached out to our mailing team to see what triggered your new address from populating. Do keep in mind that our system is only able to detect removeables based on address, so unfortunately it wouldn't pick up on the same name. If you're interested, you can sign up to have your address permanently removed from receiving unwanted mail by signing up for a national Do Not Mail list. Here is the direct link: ****************************************************. I believe there is a small fee, but we've heard it can be successful!

  Apologies again that you're continuing to receive mail from us - I know that that can be very frustrating! If you're comfortable sharing your new address, I can make sure that it is removed. If not, I understand.

  Please don't hesitate to reach out if there's anything else I can assist with.

  *******

• Initial Complaint

  11/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have made repeated requests to be removed from their mailing list. Several times over the course of the last 4-5 years. Still they continue sending me catalogs.I am a customer. I like their product. I simply hate catalogs and other mailings.

  

  Business response

  11/23/2022

  Hi ***,

  Thank you for sharing this information with us and sincerest apologies you have still received mailings from **. I do see your request from August 2022 - it is possible if the request is while a mailing is already in print, that it would still go out, but you should be removed from any future mailings after that point. I have re-reviewed this with our Marketing team to ensure you are thoroughly removed moving forward. My sincerest apologies for the inconvenience this has caused!

*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. ↩