Complaints

• Initial Complaint

  09/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I found some chairs online that I was interested in, so I signed up to receive a new customer coupon. I needed them that weekend so I had to go into the store instead of order online, but the coupon said it was valid in store. They had the 2 chairs that I needed and all was well until I tried to use my coupon. It was clear that the cashier did not know how to use the coupon. She first said that the coupon was not working because my total was not over $100 (note my subtotal was $119.90). Then she said maybe the coupon only applied to one item that was $100 or more. Then she said it was because my information wasn't in the computer system and required me to provide my personal information. In the end, she did not accept my coupon because she didn't know how to redeem it. She was very nice, but clearly needs training. I would like a refund for the amount that should have been deducted from my purchase. I am also requesting that my personal information be deleted from your database.

  Customer response

  09/29/2024

  I have not heard from the business in response to my complaint.

  

  Business response

  10/01/2024

  Dear Better Business Bureau:
  
  Thank you for bringing Ms. ********* complaint against DXL to my attention.
  
  I have reviewed her concerns regarding the application of the $15 Off offer on the two chairs she purchased and have escalated the issue to DXLs Guest Engagement Department.
  
  First, I would like to sincerely apologize to Ms. ******* on behalf of DXL for the mishandling of her transaction. We pride ourselves on customer satisfaction and continually strive to improve our employee training and operational procedures. While we usually meet our high standards, we unfortunately fell short in this instance.
  
  I understand that an operations supervisor from DXLs **************************** ******** *******, attempted to contact Ms. ******* by telephone but was unable to reach her. However, a refund of $15.00 has been issued, which aligns with Ms. ******** desired resolution.
  
  At DXL, we value Ms. ******** business and extend our sincerest apologies for any inconvenience she may have experienced. Our ultimate goal is to ensure that every customer, whether shopping in-store or online at **************************, enjoys a pleasant and satisfying experience, characterized by attentive service, hassle-free purchases, returns, exchanges, and prompt refunds. We recognize that Ms. ******* has the option to shop elsewhere, and we hope she will give us another opportunity to provide her with an exceptional shopping experience.
  
  Thank you for bringing this matter to our attention and allowing us to reflect on our operations. Please feel free to reach out if you have any questions or need further information regarding this issue.
  
  Best Regards,
  ***** **********

  Customer response

  10/02/2024

  [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,
  
  EH

• 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,
  
  
  ***************************

*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. ↩