Alton Lane, Inc.

We're very sorry to hear that *** *** is retracting his previous offer after it was accepted by usWe absolutely want to resolve this in the most reasonable manner possible, and as such, we are still more than willing to issue Alton Lane credit, to remake the suit, or to perform the necessary alterationsWe believe that our position on this matter has been made clearFor this reason, we are unable to offer a refund, as this has been previously addressed in the American Express disputes that have all been closed in our favor, in our email correspondences, in our policies, and in the numerous support documents that we have submittedWe look forward to coming to an agreeable resolution

Revdex.com:At this time, I have not been contacted by Alton Lane, Inc. regarding complaint ID ***While I have been in previous contact with representatives from Alton Lane I have not heard from anyone since this official complaint has
been submitted.Sincerely,*** ***

Revdex.com:At this time, my complaint, ID *** regarding Alton Lane, Inchas been resolved
(By clicking "OK", your complaint will be closed as
Resolved.)
Sincerely,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
After further review of the documents *** *** did not sign the receipt that you have referenced nor was he made aware of your refund policyI again, request a full refund

Because each one of our garments is custom made specifically for you, we cannot offer full refunds. However, we are 100% committed to working with you until you are fully satisfied.If you are willing and able, I would invite you into our showroom to have you shirt modified by our tailor....

Once this has been done we will update all of your existing measurements so all of your garments come back with the same fit.We look forward to working with you to resolve any issues your facing with you order.

Dear [redacted],
We sincerely apologize for [redacted]'s dissatisfaction regarding the Alton Lane products that he received in late November of 2013. Please know that we have been fully committed to working with [redacted] to provide him with garments that he will be absolutely pleased...

with.  Due to the custom nature of our business, we are unable to offer refunds or returns. This is because each fabric is specifically ordered for the individual customer, as we do not keep an inventory of fabrics at our production facility. Along with this, all garments are manufactured according each customer's individual measurements. Our refund policy is available to view on the FAQ section of our website at [redacted]. The same policy is also located on the receipt for [redacted]'s purchase, which I've attached to this email. I've also attached the aforementioned wording from our website's FAQ section.
Upon receiving the garments in late November of 2013, it was decided that minor alterations were needed to achieve the perfect fit, which is a very common process. The alterations were straightforward and were to be completed in time for [redacted]'s event. After several reach outs from us attempting to work with [redacted], he refused to follow our normal process and filed a dispute with American Express. After AMEX reviewed the information, the case was closed in our favor. [redacted] then re-opened the case, which was also closed in our favor.
As of late, a representative of [redacted] by the name of [redacted] contacted us. We were, and still are, committed to working with [redacted], so we offered two solutions. The first was to remake the suit, and the next was to meet with him to confirm the necessary alterations on the existing suit and proceed accordingly. This email, which is attached, was sent on February [redacted] and has gone unanswered by [redacted]. I've also attached previous email correspondences between our [redacted] Showroom director and [redacted], which show our commitment to working with him and his unwillingness to follow our standard process.
As it stands, we are still 100% committed to working with [redacted] to achieve great fitting garments. The offers of remaking the suit or altering the existing suit are still very much on the table, as we want nothing more than for [redacted] to be fully pleased with his products and his experience. We look forward to hearing from him so we can accomplish this goal.
[redacted]
** ** *   ** **
[redacted] [redacted] [redacted] [redacted] [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
 
[redacted]'s fallacious response suggests that the delivered custom suit and shirt were made for [redacted], which is not true.  They presented a suit and shirt that were undeniably way too small and couldn't possibly be altered to fit properly. [redacted] provided you with a document from [redacted] that states they would try and get the product within range of fitting with alterations, not the perfect fit that was promised by Alton Lane and echoed in [redacted]'s response. Furthermore, the shirt was not the fabric nor the color that was selected on October [redacted], 2013. [redacted] stated that Alton Lane is unable to offer a full refund "because each fabric is specifically ordered for the individual customer...all garments are manufactured according to each customer's individual measurements".  Alton Lane's website and representatives' claim to enlisted the highest technology, craftsmen, and tailors to construct their products with utmost care and precision, but if that were true they wouldn't have delivered the wrong-ill fitted products. [redacted]'s repeated claim that these garments need only minor alterations is dishonest. The serious nature of Alton Lane's failure to honor their promises is why American Express is still investigating the claim.  [redacted] is incorrect that American Express has closed the dispute. As of this afternoon the dispute is still under review.  See attached supporting document.  
It is appalling that a company that prides itself on customer satisfaction would continue to transgress.  It is time for Alton Lane to do what is right and provide a full refund.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
It has been three months since I have ordered my pants and they are no where in sight.  I was offered a credit of $120 for a future purchase which was twice put into my account and then immediately withdrawn.  The person I was working with in customer service is no longer responding the my emails.  Going back in for an appointment would cost me more of my time and then I would have to wait another two to three months, at least, to see if the pants and shirts fit.  It is completely unreasonable for me to have to wait six months for a pair of pants and two shirts to fit me correctly. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We're terribly sorry tha[redacted] was unable to combine the [redacted] promotion with a Black Friday/Cyber monday promotion.
Attached and highlighted is the text that mentions that the above is forbidden.
"Not redeemable for cash (unless required by law), Doesn't cover tax or...

gratuity. Promotional value can't be combined with other offers." 
[redacted] is a third party partner of Alton Lane and would gladly refund [redacted] purchase.  We're happy to help in any other way possible, however again, we simply do not allow for customers to combine promotional deals.

Review: On 7/**/2015, I purchased two custom tailored suits from Alton Lane in the [redacted]. My measurements were taken by Nick Jerome and my credit card was charged $1,911.02. My understanding and my expectations, which were established by what was communicated to me by Alton Lane, were that I would receive my suits in 5-6 weeks. I did not get an email from Alton Lane for over 7 weeks. I had to call and check the status of my order and one of the numbers listed in the emails no longer works.

On 9/**/15 I came into the store to try on my suits and found that only one was there. It was then communicated to me that Alton Lane does one at a time, and that the second suit was not in production yet. The suit that was in the store was so far off from my measurements that I couldn’t take the jacket off by myself. The jacket sleeves did not run halfway down my forearm, and the pants were so tight I could not button them. I reviewed the measurements that were entered into the Alton Lane system incorrectly. E.g. my pant size is a 34 and Nick listed that I was a 32 and that the pants needed to be taken in more than that. Another man in the store said that the suit was so far off it was “laughable”. I recall being told the pants run tight, which would mean that they were more than a few sizes off.

Per my conversation with Roberto V[redacted] on Monday, Alton Lane was supposed to investigate the matter. They said they would look into the issue, find out where mistakes were made and return my call by 7pm on 9/**/15. I told Them that I wanted them to stop production of the second suit. Additionally, Roberto explained to me that Nick Jerome is no longer with the company, and that you were going to make things right. They would not explain why he was let go but they said he made mistakes for a lot of other customers.

Alton Lane did not call me back when they said they would. I asked them how much time they needed to research the issue. They set the expectations and did not deliver. I was referred to Alton Lane and this was my first time being fitted for a custom suit. I gave Alton Lane 2 months to have my suits ready for my events next week.

After sending them an email and talking with them on the phone on 9/**, they said the supervisor was actually in DC for the day. I tried to set up a meeting and they would not provide me with his number. Instead they sent me an email that said Cameron W[redacted], the supervisor, would call me that day. He did not call me.Desired Settlement: I would like to be fully refunded for the purchase of my two suits. There were countless false promises and errors made by Alton Lane. They have been unprofessional from the beginning.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Alton Lane, Inc. has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,[redacted]

Review: My husband and I purchased a [redacted] for $199 for a $400 credit to Alton Lane. The [redacted] fine print states, in its entirety that: "Limit 1 per person, may buy 2 additional as gifts. Valid only for option purchased. Shipping not included. Valid for anything on website or in-store." The [redacted] does not say that the $400 credit cannot be combined with an Alton Lane promotion. In fact, the statement "Valid for anything on website or in-store" suggests that the [redacted] can be used for any special on the website. However, when my husband went to use his [redacted] during Alton Lane's cyber Monday 25% off sale - he was unable to do so. Both he and I called costumer service and were told it was Alton Lane's policy to never combine "promotions." However, no such policy is articulated on the [redacted] or Alton Lane's website. Furthermore, there is no definition of what a promotion entails. It seems that the [redacted] was not a Alton Lane promotion, but a good/credit purchased. Additionally, when this was relayed to Alton Lane's customer service representative, the company admitted that there was no such policy on the website, or [redacted]. In addition to being unable to use the [redacted] with the cyber Monday promotion, Alton Lane's website did not have the functionality described on the [redacted]. The [redacted] states that the [redacted] can be used if a customer "Pull up [redacted] with our mobile app (or print it out).

2. Visit store or [redacted] 3. If shopping online, sign in or create an account.

4. Click "My Credit" at bottom of account dashboard.

5. Enter redemption code located in center of your [redacted] into the “Recharge Code” field and click "Submit Code." Your credit balance will appear in your history of credit." However, the Alton Lane website does not allow for codes to be submitted.Desired Settlement: I would like to be able to use my $400 credit in conjunction with the 25% off sale. Also, I would like to be able to use my credit online as described in the [redacted].

Business

Response:

We're terribly sorry tha[redacted] was unable to combine the [redacted] promotion with a Black Friday/Cyber monday promotion.Attached and highlighted is the text that mentions that the above is forbidden."Not redeemable for cash (unless required by law), Doesn't cover tax or gratuity. Promotional value can't be combined with other offers." [redacted] is a third party partner of Alton Lane and would gladly refund [redacted] purchase. We're happy to help in any other way possible, however again, we simply do not allow for customers to combine promotional deals.

Review: On October **, 2013, I bought a Zegna 2-piece suit and a TM-Tier II shirt from Alton Lane, Inc's [redacted] location. I was charged $3,163.00 upon ordering the suit (receipt number [redacted]). [redacted], an Alton Lane associate, assured me that the suit and shirt would be ready to my liking before the weekend of the [redacted] of November 2013. [redacted] delivered me a suit and shirt on November [redacted], 2013 that were extremely undersized and the shirt was in the wrong color. As a result, Alton Lane Inc failed to deliver a product that was paid for in advance and expected me to accept the inferior product they delivered. [redacted] left with the substandard suit and shirt and after multiple requests, has refused to refund the $3,163.00.Desired Settlement: I want a full refund for the undelivered products that I was charge on October **, 2013.

Business

Response:

Dear [redacted],

We sincerely apologize for [redacted]'s dissatisfaction regarding the Alton Lane products that he received in late November of 2013. Please know that we have been fully committed to working with [redacted] to provide him with garments that he will be absolutely pleased with. Due to the custom nature of our business, we are unable to offer refunds or returns. This is because each fabric is specifically ordered for the individual customer, as we do not keep an inventory of fabrics at our production facility. Along with this, all garments are manufactured according each customer's individual measurements. Our refund policy is available to view on the FAQ section of our website at [redacted]. The same policy is also located on the receipt for [redacted]'s purchase, which I've attached to this email. I've also attached the aforementioned wording from our website's FAQ section.

Upon receiving the garments in late November of 2013, it was decided that minor alterations were needed to achieve the perfect fit, which is a very common process. The alterations were straightforward and were to be completed in time for [redacted]'s event. After several reach outs from us attempting to work with [redacted], he refused to follow our normal process and filed a dispute with American Express. After AMEX reviewed the information, the case was closed in our favor. [redacted] then re-opened the case, which was also closed in our favor.

As of late, a representative of [redacted] by the name of [redacted] contacted us. We were, and still are, committed to working with [redacted], so we offered two solutions. The first was to remake the suit, and the next was to meet with him to confirm the necessary alterations on the existing suit and proceed accordingly. This email, which is attached, was sent on February [redacted] and has gone unanswered by [redacted]. I've also attached previous email correspondences between our [redacted] Showroom director and [redacted], which show our commitment to working with him and his unwillingness to follow our standard process.

As it stands, we are still 100% committed to working with [redacted] to achieve great fitting garments. The offers of remaking the suit or altering the existing suit are still very much on the table, as we want nothing more than for [redacted] to be fully pleased with his products and his experience. We look forward to hearing from him so we can accomplish this goal.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[redacted]'s fallacious response suggests that the delivered custom suit and shirt were made for [redacted], which is not true. They presented a suit and shirt that were undeniably way too small and couldn't possibly be altered to fit properly. [redacted] provided you with a document from [redacted] that states they would try and get the product within range of fitting with alterations, not the perfect fit that was promised by Alton Lane and echoed in [redacted]'s response. Furthermore, the shirt was not the fabric nor the color that was selected on October [redacted], 2013. [redacted] stated that Alton Lane is unable to offer a full refund "because each fabric is specifically ordered for the individual customer...all garments are manufactured according to each customer's individual measurements". Alton Lane's website and representatives' claim to enlisted the highest technology, craftsmen, and tailors to construct their products with utmost care and precision, but if that were true they wouldn't have delivered the wrong-ill fitted products. [redacted]'s repeated claim that these garments need only minor alterations is dishonest. The serious nature of Alton Lane's failure to honor their promises is why American Express is still investigating the claim. [redacted] is incorrect that American Express has closed the dispute. As of this afternoon the dispute is still under review. See attached supporting document.

It is appalling that a company that prides itself on customer satisfaction would continue to transgress. It is time for Alton Lane to do what is right and provide a full refund.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

After further review of the documents [redacted] did not sign the receipt that you have referenced nor was he made aware of your refund policy. I again, request a full refund.

Business

Response:

We're very sorry to hear that [redacted] is retracting his previous offer after it was accepted by us. We absolutely want to resolve this in the most reasonable manner possible, and as such, we are still more than willing to issue Alton Lane credit, to remake the suit, or to perform the necessary alterations. We believe that our position on this matter has been made clear. For this reason, we are unable to offer a refund, as this has been previously addressed in the 4 American Express disputes that have all been closed in our favor, in our email correspondences, in our policies, and in the numerous support documents that we have submitted. We look forward to coming to an agreeable resolution.

Review: I purchased three articles of clothing from this business. First, I purchased a pair of pants in mid-November of 2014. After eight weeks I had not received any update on the status of my pants order. I called the company and they informed me that nothing had been done in regards to my order. It is now January **, 2015 and they informed me that my pants are still several weeks away from being completed. Hence, it will be three months, at the earliest before I receive the pants I ordered. I also ordered two shirts not long after my pants order. I have received one of the shirts in the mail and it doesn't fit. This is a custom-clothing manufacturer. I had to make an appointment with their [redacted] location to get my measurements taken. They took pictures and hand measurements therefore I expected the shirt to fit exactly to the measurement they had taken. Alton Lane offered for me to send the shirt back and get re-measured. This will take another two months, but they told me to wait until I get the second shirt I ordered since they admitted it won't fit either. All I want is a refund, but they will not give it to me. I understand that the clothes are custom made, but I shouldn't have to wait four to six months for them to get the order right. Also, I left two voice mails for their customer service department which were never returned.Desired Settlement: All I want is a refund for the money I spent. I am happy to return the shirt they already sent me that doesn't fit.

Business

Response:

Because each one of our garments is custom made specifically for you, we cannot offer full refunds. However, we are 100% committed to working with you until you are fully satisfied.If you are willing and able, I would invite you into our showroom to have you shirt modified by our tailor. Once this has been done we will update all of your existing measurements so all of your garments come back with the same fit.We look forward to working with you to resolve any issues your facing with you order.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

It has been three months since I have ordered my pants and they are no where in sight. I was offered a credit of $120 for a future purchase which was twice put into my account and then immediately withdrawn. The person I was working with in customer service is no longer responding the my emails. Going back in for an appointment would cost me more of my time and then I would have to wait another two to three months, at least, to see if the pants and shirts fit. It is completely unreasonable for me to have to wait six months for a pair of pants and two shirts to fit me correctly.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I placed a large order of shirts (13 total) in late July and early August 2014 for my wedding in November of 2014. These shirts were all of the same material, only the sizes and embellishments were different. I was told that these orders would take 6-8 weeks to tailor, and would then be sent to the individual recipients. Not only were most of the shirts that were received in September wildly mis-sized, requiring significant alterations that would take longer than usual, but several shirts were just never delivered. After speaking with customer service I was assured that these shirts would be made and delivered immediately. This went on throughout September and October and after following up several times I discovered that two of the shirts hadn't even been made yet, one of which was the earliest order placed. I ended up having to go to the showroom to pick the shirts up 2 days before my wedding, a full 1 1/2 months later than they were supposed to be delivered, and two of the three shirts were still mis-sized. Alton Lane's representatives failed to update me in a timely manner about the status of my orders, lied to me about the actual manufacturing of two shirts, and then failed to deliver the shirts to the recipients due to time constraints. The final products, after all of this, were still unsatisfactory and it has taken a month to get the return labels for even those.Desired Settlement: Alton Lane has made it clear that they do not offer full refunds. Given the missteps the company and its representatives have taken I would like at least a partial refund for the three shirts that were delayed the longest. These items were not created to satisfaction and not delivered on time, violating not only the terms that had been expressed to be verbally, but also the company's own stated terms of service on their website. The price paid for each shirt was $133.28 and I would like at least $50 back for each, totaling a minimum of $150 refund, far less than what would be a full refund of $399.84.

Consumer

Response:

At this time, I have not been contacted by Alton Lane, Inc. regarding complaint ID [redacted]. While I have been in previous contact with representatives from Alton Lane I have not heard from anyone since this official complaint has been submitted.Sincerely,[redacted]

Review: I ordered 3 dress shirts on June [redacted] 2014 from the [redacted] location in Washington, DC. The shirts were supposed to take 4-6 weeks. To date, I have only received one shirt and have no received any explanation as to where my other two shirts are. The last I heard was on 12/**/2014 and my shirts were supposed to be arriving within the week. 6 months is a ridiculous amount of time to wait for an order and the company has not responded to my emails.Desired Settlement: I would love the delivery of my order in addition to a full refund. No custom clothing business should ever take this long to make a garment. I can even understand 3 months but over 6 months is beyond absurd.