ComplaintsforDestination XL Group, Inc.

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A week after my transaction was resolved my bill was doubled and overdraw my account. Making me broke for the 3 to 5 days it would take to get back. They believe that it is ok that they did this as long as I get it in 5 to 7 days without doing anything to make up for the missed meals and other problems this caused me. I was treated poorly hung up on and given the same answer worded differently that wasn't a answer to my question to avoid the question repeatedly hung up on and told I hung up and just ignored the issues this unacceptable unauthorized for lack of a better word theft of my money. For all I know if I had not noticed and complained they would have kept it. I have emails and other things when contacted.

  

  Business response

  05/02/2024

  May 2, 2024
  
  RE:     DXL Customer *************************
              Complaint # ********
  
  Dear Better Business Bureau:
  
  Thank you for alerting us to the complaint against DXL referenced above.
  
  Upon reviewing Mr. ******* concerns regarding an overcharge that led to an overdraft on his account, I promptly escalated the matter to DXLs Guest Engagement Department.
  
  First and foremost, I extend my sincerest apologies to **************** on behalf of DXL for the billing error and the subsequent delay or mishandling of his refund transaction. At DXL, we take great pride in ensuring our customerssatisfaction through rigorous employee training and continuous efforts to enhance our policies and procedures. While we strive for excellence,regrettably, we fell short of meeting Mr. ******* and our own expectations on this occasion.
  
  I have been informed that ***********************, an Operations Supervisor in DXLs **************************** personally reached out to **************** via telephone. She promptly issued a refund for the overbilled amount, reimbursed him for any incurred overdraft fees, and extended a $100.00 DXL Gift Card as a goodwill gesture.
  
  According to ****************, **************** has expressed satisfaction with the resolution of this matter.
  
  We greatly value Mr. ******* patronage and extend our sincerest apologies for any inconvenience he may have experienced. Our overarching objective is to ensure that every customer, whether they visit our stores for merchandise or shop via our dxl.com website, enjoys a pleasant and gratifying shopping experience. This encompasses friendly and attentive service, hassle-free transactions, easy returns and exchanges, and prompt refunds. While we recognize that **************** has the freedom to take his business elsewhere, we sincerely hope that he will continue to choose DXL, affording us the opportunity to demonstrate our commitment to providing exceptional service.
  
  We appreciate your bringing this matter to our attention, enabling us to reflect on our operations. Please feel free to contact me should you have any questions or require further information regarding this issue.
  
  Yours sincerely,

  *******************************
  *******************

  Customer response

  05/02/2024

  [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

  05/26/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  April 18th 2022 - Purchased ~$300-worth of clothes from DXL on **********. Purchase included a pair of Cargo Pants @ $55 + Tax April 19th 2022 - Tried on the cargo pants and realized they were too big. Set them aside for return next time I was in the area of the store May 26th 2022 - Returned to the store with the cargo pants. Upon requesting a smaller size, I was informed that DXL will not accept returns involving clothing that has been worn. I left the cargo pants with the store staff and asked that they be disposed of, since they are of no use to me.How on earth I'm expected to gauge the fitment of clothing without trying it on beggars belief. If this were almost any other store in the ** I would have been permitted to change them for the correct size. Not only this, but I received 'attitude' from the two staff members on duty at the time.I am thus filing two complaints against DXL. Firstly, for the rudeness and attitude displayed by the staff, and secondly at the refusal to make a simple change to provide me with the correct fit of cargo pants. I am now $55+Tax the poorer for shopping there..I will not be shopping at DXL in future, and would advise others to tale care with these people.

  

  Business response

  06/01/2022

  RE:     DXL Customer ***************************
            Complaint # ********
  
  Dear Better Business Bureau:
  
  Thank you for bringing the above-referenced Complaint against DXL to my attention.
  
  I reviewed **************** Dennings complaint concerning the return of a pair of cargo pants he purchased on April 18, 2022 at the DXL Mens Apparel Store in *******, **, and escalated it DXLs ****************************
  
  First, I want to apologize to ****************** on behalf of DXL for the sales associates mishandling of his transaction, because the incident he described in his complaint and lack of assistance he received is simply unacceptableperiod!  The sales associate should have presented ***************** with other options, including to exchange the pants for a smaller size.
  
  We at DXL take pride in ensuring our customers satisfaction through vigorous employee training and ongoing efforts to improve upon our policies and procedures.  While we usually get it right, unfortunately, this time we were remiss in meeting ******************** and our own expectations.   Again, I cant apologize enough to ****************** for the poor service he received.   
  
  DXLs no hassle policy for merchandise returns and exchanges, which is posted in-store and on the web site at www.dxl.com,is to exchange or refund the full purchase price of an item with valid proof of purchase within 90 days of purchase, provided the item has not been altered and is in new and resalable condition, no questions asked.  While we are unable to accept returns for custom, altered or tailored clothing (suits suit separates, suit jackets and dress shirts), we make exception for damaged/defective merchandise, as well as for extenuating circumstances, which are handled on a case-by-case basis.
  
  Im informed that a Supervisor in DXLs *************************** reached out to ****************** by telephone and presented him with a few options in resolution of the matter, and also to offer him a $65 DXL Gift Card as a gesture of good will and form of make-good for the poor service he received. His complaint also will be shared with the Regional Sales Manager responsible for the *******, ** store.  Accordingly, Im informed ****************** was satisfied with the resolution and will accept the Gift Card.
  
  We at DXL absolutely do value ******************** business,especially so during the pandemic, and extend our sincerest apologize to him for any inconvenience he may have experienced as a result of this matter.   Our ultimate goal is for every customer,regardless of whether they shop in the store for merchandise or place an order via the dxl.com website, to have a pleasant and satisfied shopping experience,which includes friendly and attentive service, hassle free purchases, returns, exchanges,and prompt refunds.   We understand that ****************** has the option to shop elsewhere, but we hope that h*** continue to shop at DXL and afford us another attempt to demonstrate a great shopping experience.
  
  Thank you for bringing this matter to our attention and allowing us to reflect upon our operations.  Please do not hesitate to contact me if you have questions or require further information concerning this matter.   
  
  Best Regards,
  
  **********************************
  *******************

  Customer response

  06/01/2022

  Dear BBB,

  
  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

  05/16/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought 5 pairs of shorts, and only received 2. The two pairs we did receive were to short, and did not fit. I called in and was told I would be refunded for the 3 I did not receive, and for the two I did receive, but am sending back. I spoke to a representative who offered me an replacement, I told her I did not want a replacement and she said well you won't be getting your money back. I do not want a replacement, I do not want gift card credit. I want my money back for order number: *********.

  

  Business response

  06/01/2022

  RE:     DXL Customer - ***************************
            Complaint # ********
  
  Dear Better Business Bureau:
  
  Thank you for bringing the above-referenced Complaint against DXL to my attention.
  
  I reviewed ******************* complaint concerning a refund on five pairs of shorts she purchased on the dxl.com website; 2 pairs of which were received but were not a good fit, and 3 pairs that were not received, and escalated it DXLs ****************************
  
  First, I want to apologize to **************** on behalf of DXL for the DXL associates mishandling of her return/refund transaction.  We at DXL take pride in ensuring our customers satisfaction through vigorous employee training and ongoing efforts to improve upon our policies and procedures.  While we usually get it right, unfortunately, this time we were remiss in meeting Ms. ******* and our own expectations.   
  
  DXLs no hassle policy for merchandise returns and exchanges, which is posted in-stores and on the web site at www.dxl.com,is to exchange or refund the full purchase price of an item with valid proof of purchase within 90-days of purchase, provided the item has not been altered and is in new and resalable condition, no questions asked. 
  
  Im informed that a Supervisor in DXLs **************************** ***********************, reached out to **************** by telephone and issued a refund and provided her with an address and instructions for returning the unwanted items to our distribution center.
  
  According to ****************, *************** was satisfied with the resolution of this matter.
  
  We at DXL do value Ms. ******* business, especially so during the pandemic, and extend our sincerest apologize to her for any inconvenience she may have experienced as a result of this matter.   Our ultimate goal is for every customer,regardless of whether they shop in the store for merchandise or place an order via the dxl.com website, to have a pleasant and satisfied shopping experience,which includes friendly and attentive service, hassle free purchases, returns, exchanges,and prompt refunds.   We understand that **************** has the option to shop elsewhere, but we hope that shell continue to shop at DXL and afford us another attempt to demonstrate a great shopping experience.
  
  Thank you for bringing this matter to our attention and allowing us to reflect upon our operations.  Please do not hesitate to contact me if you have questions or require further information concerning this matter.   
  
  Best Regards,
  *******************************
  **********************************
  ************, x2539here...

  Customer response

  06/02/2022

  [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

  01/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On order #*********, I paid for two shirts totaling $142.72. The shirts were not as advertised on the photos. The customer service told me after I ordered them that they are long sleeves, and not short sleeves like the photo. I asked for how this could be rectified, as I was the reason the shirts were taken off of the website, and the employee and manager both are asking me to go out of my way to return them after I helped the business. The last time this happened with DXL, I got an automatic refund. The manager who assisted me was uncaring and did nothing to keep my business. Thank you in advance for looking into this!

  Customer response

  01/25/2022

  [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

  01/04/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased the Deer Stags ****** Knit Wingtip Oxfords Feb 21, 2021(order # *********) from DXL store ****. These shoes have not been worn everyday or every month, yet the upper part of the shoe has separated from the sole. I don't see how this is possible and I am very unhappy about this. Please tell me what can be done about this issue.I email dxl on 12/18/21 and 12/28/21. The responded in 12/28/21 asking for pictures. Pictures were already included, but I attached them again and replied in 12/29. Yet no one responded back. I emailed them again on January 1st. As of today no one has responded back. I feel like they are trying to wait until 365 days since purchased which is totally unprofessional. I want a refund for these shoes.

  

  Business response

  01/06/2022

  Thank you for bringing the above-referenced Complaint against DXL to my attention. 
  
  I reviewed ****************** complaint including the photos she provided that clearly show separation of the sole from the upper part of the Deer Stags ****** Knit Wingtip Oxfords she purchased from DXL in February 2021, and escalated it DXLs Guest Engagement Department. 
  
  First, I want to thank **************** for taking the time to reach out, and apologize to her on behalf of DXL that her email inquiries were not responded to more quickly.  With many DXL employees working remotely due to the pandemic, and relying on temporary seasonal help to handle merchandise orders and customer issues during this busy time of the year, communications can sometimes be slowed or inadvertently overlooked, but we do our very best to respond to all customer inquiries. 
  
  We at ********************** take pride in ensuring our customers satisfaction through vigorous employee training and ongoing efforts to improve upon our policies and procedures.  While we usually get it right, unfortunately, this time we were remiss in meeting ****************** and our own expectations.   Again, I cant apologize enough to *************** for the lack of response she received.   
  
  DXLs no hassle policy for merchandise returns and exchanges, which is posted in-store and on the web site at www.dxl.com, is to exchange or refund the full purchase price of an item within 90 day of purchase with a receipt, provided the item has not been altered (returned in the same condition as when purchased) and is in new and resalable condition, no questions asked.   
  
  In **************** case, the shoes started to separate and fall apart after the 90 days period for a refund or exchange,however we stand behind the products we sell, and given that a pair of shoes that arent seeing daily use should be able to be worn for more than year, an exception was made.
  
  Im informed that a Supervisor in DXLs **************************** ***********************, reached out to **************** and assisted her with the issuance of a refund in the form of a $65 DXL Gift Card as a gesture of good will and form of make-good for the poor service she received.   
  
  We at DXL absolutely do value ****************** business, especially so during the pandemic, and extend our sincerest apologize to her for any inconvenience she may have experienced as a result of this matter.   Our ultimate goal is for every customer, regardless of whether they shop in the store for merchandise or place an order via the Internet, to have a pleasant and satisfied shopping experience, which includes friendly and attentive service,hassle free purchases, returns, and prompt refunds.  

  
  Thank you for bringing this matter to our attention and allowing us to reflect upon our operations.  Please do not hesitate to contact me ***************************************** or *********************** ************************************* if you have questions or require further information concerning this matter.    
  
  Be well.  Best Regards,
  
  
  **********************************

  Customer response

  01/06/2022

  I've yet to receive this $65 gift card from *****. She advised I would receive this gift card today, 1/6/22; however, it has yet to arrive.
  
  
  ***********************************

*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. ↩