ComplaintsforGlobal Schoolwear

• Initial Complaint

  08/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered uniforms for my kids in bulk to see what fits. I have been doing this for years. I return what is not needed and get a refund to my credit card. This year I received a gift card for a large amount for my returns. When I called to inquire, ******* the *** told me she would message her supervisor. She received a response from them stating they are sticking to the return policy. I asked her did it change and when. Her response was I do not know. I then did a chat online, spoke to that agent *****, I believe, I was told the policy change June 10. With such a big change not refunding your customers that should be clearly stated on the check out page. They have no store front to try on clothes and not to refund their customers to original form payment is not satisfactory. I have been ordering and returning to them for years. I would like my money credited to my credit card. The amount is $420.32. To receive a gift card in this large amount is risky because they basically have taken my money and I have no way of getting it back if they go out of business. It is stealing. I find it interesting that their own employees are not aware of their new policies so how do they expect customers to be aware?

  Business response

  08/22/2024

  Hi ****...Thank you for reaching out with your concern.  I am sorry if you received confusing information from our customer service team and I will be addressing that.  Our return policy was changed in June of this year due to the custom nature of our products.  Each of our products is made-to-order for our customers by embroidering their specific ********************** logo on the garment.  As a result, returned items are not reusable and we made this change to help reduce wasted goods.  We provide size charts and our customer service team is well trained to assist with sizing questions to help get the right size right away.  We did post a link to the new returns and exchange program right above the "Complete Purchase" button on the checkout page (please see attached image). We also have the below language on our returns and FAQ pages on the website.  I can see you used our exchange program two other times this year and were able to immediately use your gift cards, which is great.  As a result, we are not able to refund your credit card at this time.  While we understand this is not your desired end result, we hope this doesn't deter you from future orders with us where you will be able to utilize the gift card.  I hope the speed of delivery and quality of our product overcomes this challenge.  Thank you for your business and don't hesitate to reach out with any other questions or concerns.

  Returns Policy (**********************************************)

  - Upon receipt of the return in our facility, we will process a refund in 7-10 business days in the form of a School Uniforms by Tommy Hilfiger e-gift card for the amount paid for that item. We no longer issue refunds to the original form of payment.
  - The purpose of this change is to eliminate instances in which customers order multiple sizes of items for try-on purposes, with the intent to return what does not fit. Most items, especially logod or hemmed, cannot be put back into our inventory for various reasons. Often our customers dont realize that we cannot repurpose our returns, so we wanted to take a moment and share that important detail with you.  We are sure you can understand that too many returns of this nature will not allow us to offer such an easy and free return process.

  Customer response

  08/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear.

  i appreciate your response. As I mentioned the policy is not made clear that your own employees do not know it and not made clear to your customers. The exchange was done by your employees both times. And that program does not work. An even exchange was resulting in .01 I owed your company. How does that happen?  The rep ***** even tell me you had a new policy at this time either.  You also stated before check it states the program, a big change like not refunding customers on their credit card should be spelled out there. reason I am having an issue with this is because you have all cards in your hands. You have my money and I cant do anything about it. You may go out of business tomorrow and I have no recourse in receiving my money back or your credit. My son is a senior and I do not need uniforms next year. How do we know the school will use your company again? I will be reaching out to them and other Catholic schools in the area about the customer service your company offers. You are not willing to offer anything to me. A understanding on your part about how this all happened and your **** not explaining the policy because they do not know it means nothing to you! What happened to customer is right? Especially, a returning customer. How about if I covered the percentage the credit card charges you as an option? That would be satisfactory and good customer service on your part. I am sure if I tell the school and get the word out to my fellow schools, they will think twice about using your company. I may not be able to use my card if they switch next year but you will also lose a lot of money. Please take into consideration my option above. I believe it will be satisfactory on both parts and we can continue to do business in the future. I will wait for your response before speaking to my school and reaching out to my fellow schools in the area that use your uniforms or any social media sites.  
  
  Regards,
  
  *******************

  Business response

  08/22/2024

  Hi ****...given your son is a senior and you will not have another opportunity to use the gift cards, we are willing to make a one time exception.  I have already spoken to my customer service team and they have processed the refund and cancelled the gift card.  I hope this helps to resolve your situation.  Thank you.

  Customer response

  08/23/2024

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Thank you for your assistance!
  
  Regards,
  
  *******************
  

• Initial Complaint

  10/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order September 28 it is now October 21 and my order has not been shipped out. Ive called twice and the first time I was told my items were already shipping out the next day. Since I didnt see a status change a after 3 days I called again and was told that my item would ship on Wednesday October 19 and that i would receive an email with a tracking #, which its 2 days later and I havent received anything. This is frustrating specially because my son started school weeks ago. Order# GL-******-******-795

  Business response

  10/24/2022

  Hello...I am sorry to hear about your experience with your delayed shipment.  I have looked into it and see that 9 out of 10 units shipped on 10/21 and the final unit is shipping today (10/24).  The final unit was delayed due to a backorder that recently arrived. This delay is definitely an error on our part and we sincerely apologize.  I have provided a 15% discount and free shipping as compensation for our error.  Should you need anything else, please feel free to reach out to our customer service team.  Thank you for your business and I apologize again for the delay.

• Initial Complaint

  09/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order August 16, 2022. The website said delivery within ***** business days. It is now 9/11/2022 and my order has not even been shipped. My kids started school on 9/8/22 and this is very frustrating. There is false advertising on the website stating items will be delivered in ***** business days. I emailed about my order on 8/31/22 asking about my order and was told my order would ship within 15 business days. That is over 30 days from when I placed my order. Called on 9/8/22 and was told my order was in shipping status and would be assigned a tracking # within 24 hours. It is 9/11 and still havent received a tracking #. Emails are unanswered when asking about my order.

  Business response

  09/12/2022

  Hi ******...we're sorry to hear you had a frustrating experience with your order.  August into September is always the school uniform industry's busiest months, which is why customers see longer order processing times during this window.  I can tell you as a company it is something that we are aware of and constantly working to improve.  I have reviewed your order and I'm happy to say it shipped out today.  It will be arriving in two packages.  As a result of your order shipping outside the specified timeframe, we will be refunding your shipping charge ($7.99) and applying a 10% discount to your order.  You will see two charges on your card since your order shipped in two packages and then you will see a refund for the discount I mentioned.  Please allow up to 5-7 days for the refund to show up.  Should you have any further questions, please feel free to reach out to our customer service team at ************.  Thank you for your business.

  Customer response

  09/12/2022

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  08/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I placed an order on 8/11/22 for my sons school uniforms and still have not received them. Order number #GL-220811-213157-201 I also paid express shipping for an extra charge. My sons have now been in school for over a week and has had several uniform merits due to lack of follow up on global schoolwear. We are still waitingvery unprofessional. I want a refund!

  Business response

  08/30/2022

  Hi *******...I am sorry to hear that you are frustrated with your experience.  August is always the school uniform industry's busiest month, which is why customers see longer order processing times during this window.  I can tell you as a company it is something that we are aware of and constantly working to improve.  I have reviewed your order and it shipped on August 27th with an expected delivery of today (August 30th).  The order was shipped expedited as you had paid for.  Your order did ship within the specified time window you were provided at the time of order placement. Our website states that order processing times are ***** business days, plus shipping, and your order shipped at 12 business days.    As a result, we are unable to offer you a refund for your order.  Should you have any further questions, please feel free to reach out to our customer service team at ************.  Thank you for your business.

• Initial Complaint

  08/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a couple shirts, called same day and they easily cancelled my order. I saw the debit from the original purchase and a credit for the same amount $55.20. I brought used shirts locally from another mom. Then over a week later they charge my card AGAIN, forcing my account to be overdrawn. Ive called 3x this week and 3 agents said theyd look into it and call me back... no call back and no reversal of that charge. I have filed a dispute with my bank, but be careful with this company, they will take your credit card info and charge it at their leisure.

  Business response

  08/05/2022

  Hello ******************,

  
  Thank you for reaching out and letting us know about your concern.  I'm very sorry to see that you had a frustrating experience.  I can see that your card was charged after you cancelled your order due to a system error.  I truly apologize for this error and inconvenience.  I also can see in our call logs that you called our customer service team to report the issue and I see that the refund was processed on August 2nd as a result of that conversation.  I'm hoping this has resolved your concerns, but please let us know if there is anything else.  Again, we apologize for this inconvenience and will make every effort to ensure it doesn't happen again to you or others.

• Initial Complaint

  07/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am writing to you to let you know how disgusted I am with your company.I ordered school uniforms for my granddaughter on Sunday July 10, 2022.spent almost 200 dollars. I had a coupon code for 10 percent off and free shipping The website would not accept the coupon.Come to find out the coupons effective date was 7/11/2022. The next day. I had no idea.When I called and spoke to *****, she told me they would not accept the coupon. I did get upset and asked for a supervisor. When she refused to put one on the phone, I did say something I shouldn't of, I apologize for that. I just want an explanation of why this one time they couldn't make an exception,especially since the items hadn't even shipped yet. They shipped on July 18,2022.$25 dollars is a lot for.me. These are tough times for everyone. Thanks for listening to me and hope you can help me with This situation. Coupon code is 0717PKPR11

  Business response

  08/19/2022

  Hello *******...I'm sorry that you had a frustrating experience with our customer service team.  That is not something we ever want to hear.  Although the supervisor was unavailable that day, I was able to see on your order that our ******** Service Supervisor followed up with you the following day by phone and email.  I also see that she did honor the promotion and you received a credit back of $26.49. Should you need anything else, please don't hesitate to reach out.  Thank you for your business.

• Initial Complaint

  07/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order on the website on June 6. The website was slow and had issues and I must have accidentally pressed Order twice because two orders were placed for the identical items. When I got an email notifying me of the Orders, I immediately emailed the company back. They said I would have to process a return and they could not stop the shipment. The items were shipped on June 9 and did not arrive until several days later. They have a 30 day return policy. I have been trying to process the return on their website all morning today, July 6, which is within the 30 day return policy and it will not work. I spent 30 minutes on hold while customer service said they were creating a manual return label but I was disconnected twice. When I call back, I cannot reach a live person and my emails have gone unanswered.

  Business response

  08/01/2022

  Hello *******...thank you for reaching out and giving us the opportunity to rectify the issue for you.  I definitely see the duplicate order in our system and notes about your various interactions with our customer service team.  I apologize for the troubles you had in processing your order and return.  It also sounds like you did not receive the return label our customer service team sent you on July 6th.  As a result of these challenges, we have gone ahead and refunded your order.  Also, please note we have done a system upgrade after you placed your order and the website should be operating much better now.  Thank you for your business and I hope this addresses your concerns.  Please don't hesitate to reach out for any other needs or concerns.

• Initial Complaint

  06/27/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Globalschoolwear.com is in a contract with my daughter's school ************************* to provide uniforms. My daughter's size has been out of stock 100 percent of the time, daily since I have been checking December 2021. Children grow fast. Elementary Little Kids and Big Kids sizes are all out of stock for tshirts and polos both unisex and female. Globalschoolwear.com has a monopoly over our uniforms, yet they are not providing restocking or allowing any backordering as an option. Please produce more uniforms in all advertised colors sizes and styles ASAP and restock. School year is approaching soon. A request by a mother who does not have any appropriate sized clothing for her daughter.

• Initial Complaint

  10/19/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order on 8/11/2021. On 8/12, 8/31 received an apology for delays. On 9/8 it was finally sent and on 9/12 delivered. The pants were extremely small and sized incorrectly. I mailed the shipment back on 9/17 with a label they provided me. Now they say the shipment was never received by them and they will not refund me for the 2 pants I returned.

  Business response

  10/26/2021

  Hi Venera,

  I can see that we have received your return and we processed the return for you.  While we submitted that information to the credit card company today, it can take a few days to show on your side.  We apologize for the delays and frustrations you faced.  Should you need anything else from us, please be sure to let us know.  Thank you for reaching out and your business.

   

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

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