Business ProfileforSAM LLC

My husband bought me 3 jackets from SAM for Christmas. The jackets arrived December 10, 2021. He gifted them to me on Christmas, December 25. I needed a different size and decided to get a different color as well, so on December 26, 2021, I bought the right size and color I wanted in a new order and requested a return of the jackets that I was gifted. The returns page told me I could not return as I was outside the return window. I thought, surely they will extend the policy for the holidays like everyone does. I emailed customer service on 12/26/21 and they responded on 12/27 saying they will not extend the return window for the holidays and that I could not return the jackets and gave me a link to the return policy. Their return policy is 14 days from delivery AND you have to pay $11 per return. Despite the fact that we already paid $10 to ship the items to us. This puts their customers in an impossible situation- order in time to ensure you get the items for Christmas but late enough to be within the 14 day return window after Xmas. I suppose my husband was supposed to give me my gift on Xmas eve and then try on immediately to initiate a return that day given 14 days from when we received the item was December 24. I responded to customer service saying I only missed the 14 day window by 2 days, of which those 2 days were holidays, and I am happy to take this up with my credit card company and the influencers that recommended the jacket to my husband. Additionally, I bought 2 new coats so this was really putting them out. **************** agreed to make one time exception but that they would charge me $25 restocking PLUS $11 return shipping. They also rudely pointed out that I should return all future orders within the 14 day policy. This policy and the way they handled this was so unreasonable to the customer I felt the need to share this experience. Buyer beware! You spend $300 plus per jacket (and I got 2) yet they have completely unreasonable policies on shipping and returns. If you love this coat (which I imagine you would as they are nice) I would consider buying from ************* or another large retailer that have this brand as their policies are far more customer friendly. I am giving this company 2 stars because while they did resolve the issue and charge me $36 to return, I would expect far better of a luxury brand in their policies along with the way they respond to customers. I hope this review encourages the company to review their policies as these things matter to their customers. While I normally like to buy direct from companies so they see all the profit margin, I will not be buying a coat directly from them again. I will let Saks or ************* have their commission.