Casual Male Retail Group

Dear Revdex.com:Thank you for your email of May 31, with additional case comments (rebuttal) by the consumer, Mr [redacted] I understand and appreciate Mr [redacted] ’s position and additional comments concerning shipping to his [redacted] address, however I believe that Mr [redacted] ’s concerns were adequately addressed in my original answer, and that I thoroughly explained our order fulfillment process, including the reason that not all items can ship to [redacted] addresses, as well as the reason some orders are filled in multiple shipments.It goes without saying that we did not purposefully send items to Mr [redacted] ’s third-party package handler to increase his costs, as there is absolutely no benefit to us in doing so, and we dispute anything to the contraryThe Shipping Information on the destinationxl.com website provides that “Delivery methods and delivery days may vary based on the shipping location.” which should be interpreted to include shipping to military addresses, although not expressly stated To further address Mr [redacted] ’s concerns, we addended the Shipping Information by adding a disclaimer that not all items qualify for shipping to ***/FPO/DPO addresses, and encouraging customers to contact our Customer Service Deptto ensure the items will ship to their military address prior to completing their order By speaking with a customer service representative prior to order placement, we hope to alleviate any questions or concerns our customers may have regarding shipping to military addresses by informing them of item availability or unavailability, as the case may be, in our distribution center, and the need to source and ship items from an alternate location prior to order placement, so they can make a more informed purchase decisionOur goal at [redacted] is to satisfy our customer and to fill their merchandise order(s), which we do as quickly, efficiently, and cost-effectively as possible Again, I ***logize to Mr [redacted] on behalf of [redacted] that we were unable to consolidate the items he ordered into a single shipment due to unavailability of the items in our distribution center,Although the result was added costs incurred by Mr [redacted] by his third-party package handling service, [redacted] only charged Mr [redacted] one shipping fee for the multiple shipments required to fill the orderWe understand that Mr [redacted] has the option to shop elsewhere, but has chosen to shop at [redacted] ** Mr [redacted] ’s patronage towards [redacted] is important to us and we appreciate his time in bringing this matter to our attention and for allowing us to improve upon our operations [redacted] is on vacation this week She will continue her efforts to engage Mr [redacted] in conversation next week, upon her return In the meantime, Mr [redacted] is welcome to contact me if he has any questions or further comments concerning this matter Best Regards, [redacted] Senior Legal Specialist [redacted] ***

Dear Revdex.com: Thank you for bringing the above-referenced complaint against Destination XL (DXL) to our attention I have reviewed the complaint filed by Mr [redacted] with your office, as well as our Return / Exchange Policy, public health and safety requirements, and information I received from our Customer Service Deptconcerning this matterWho We Are.With over retail and outlet stores located throughout the United States, DXL is the largest specialty apparel retailer of big and tall men’s apparel At DXL, we have two principal goals: (i) to provide the big or tall customer with a wide selection of quality apparel in today's fashions at affordable prices and (ii) to treat each of our "guests" with courtesy, dignity and, above all else, attentiveness We believe we have distinguished ourselves from nearly all of our competitors by institutionalizing these practices DXL seeks to develop personal relationships with each of our customers, who are often long-term customers that shop at our stores and/or place orders from our on-line store frequently We attempt to develop these relationships through our "guest service" which includes vigorous training in both customer service and the laws and rules of non-discrimination.Our associate training philosophy is entitled "Stepping Beyond Service." This approach trains associates to treat each of our customers as if he or she is a "guest" in the associate's home Our associates are vigorously trained to give the customer the benefit of the doubt in all appropriate circumstances, and are constantly reminded to treat our customers in accordance with our strict non-discrimination policy Only in instances where the associate believes that an individual's safety or property is at risk, or the store's property is at risk, is an associate not encouraged to satisfy the customer in every way possible To this end, we ask our associates, managers and field managers to carefully analyze each such situation so that no customer is wrongfully treatedFacts.According to the complaint filed with your office, Mr [redacted] purchased a black dress shirt and a black pair of shorts, totaling $64.99, and attempted to return the items for refund, but the store refused to accept the items on the basis they appeared worn and were stainedOur Policy for Returns / Exchanges.DXL’s policy for all returns is to exchange or refund the full purchase price of an item within 90-days of purchase, provided the item has not been washed, worn or altered and, unless defective, is in salable condition While some retailers have implemented more stringent return policies or, in some cases, “no returns” return policies, we have maintained what we believe is a liberal return policy, however, due to public health and safety concerns, we do not accept clothing that is soiled, stained, worn, laundered or in other than "as new" and salable conditionConclusion.While I will refrain from addressing the inaccuracies in the customer’s Complaint and in the lengthy rant made on social media that starts with “DO NOT SHOP HERE!”, because they are too numerous, I will say that our associates are well trained, hard working people who want only to perform their jobs appropriately Every effort is made to ensure customer satisfaction, however, there are established company policies and procedures that still must be adhered to, and despite having the best of intentions, these policies and procedures are sometimes at odds with our goal to satisfy the customer Given that the associate handling the merchandise return had the opportunity to examine the condition of the merchandise in question first hand, and was able to determine they were worn and contained stains, I believe they acted appropriately, and in accordance with DXLs Return / Exchange policy After inspection, the clothing items were returned to Mr [redacted] via ***, to his address in New Hampton NH The tracking number for the return is [redacted] .While we, unfortunately, cannot accept the items in question for return to the store, due to such health and safety concerns, we do value Mr***s’ business, and in the interest of maintaining good customer relations, wish to extend to him a $DXL Gift Card, which he may apply towards the purchase of merchandise at any DXL Men’s Apparel store I have arranged for the DXL Gift Card to be mailed to Mr [redacted] at his address in New Hampton NH He can expect to receive it within ten (10) days of this letterAccordingly, we respectively request that you find that all of our actions in the case of Mr [redacted] were both appropriate and reasonable, and move to close the case against DXLPlease feel free to contact me with any questions, comments or concerns with regard to this matter you may have.Best Regards, [redacted] * [redacted] ***cc: [redacted] , DXL Contact Center Operations Manager

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] [After this was filed I received a partial refund not the full amountI would greatly appreciate the rest of the refund to be processedI have been a long time customer and this has been a nightmare to deal with being I've felt with a couple rude employees but for the most part it seems now that they are being cooperative in helping resolve this issueI just ask that the rest of the refund be issued..] Regards, [redacted] ***

Dear Revdex.com:I am in receipt of the above-referenced complaint filed with your office by Mr [redacted] concerning the handling of a refund to his credit card I reviewed the complaint, as well as information I received from [redacted] , a Manager in our Call Center, indicating that the order for two of the five shirts Mr [redacted] ordered was cancelled due to unavailability.Mr***’s credit card was charged $for the three shirts that were shipped to his mailing address, and was never charged for the two shirts that were stricken from the order We value Mr***’s business and extend our sincerest apologize to him for any inconvenience or confusion he may have experienced as a result of this matter We should have better communciated with Mr [redacted] concerning the items that were cancelled from his order.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 [redacted] ( [redacted] ***) if you have questions or require further information concerning this matter Best Regards, [redacted] Senior Legal Specialist [redacted] ***

Dear Revdex.com:I am in receipt of the above-referenced complaint filed with your office by Mr [redacted] concerning the handling of a refund to his credit card I reviewed the complaint, as well as information I received from ***- [redacted] , a Manager in our Call Center, indicating that the order for two of the five shirts Mr [redacted] ordered was cancelled due to unavailability.Mr***’s credit card was charged $for the three shirts that were shipped to his mailing address, and was never charged for the two shirts that were stricken from the order We value Mr***’s business and extend our sincerest apologize to him for any inconvenience or confusion he may have experienced as a result of this matter We should have better communciated with Mr [redacted] concerning the items that were cancelled from his order.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 ***- [redacted] ( [redacted] ***) if you have questions or require further information concerning this matter Best Regards, [redacted] Senior Legal Specialist [redacted] ***

Mr***, Thank you for your additional comments I confirmed with [redacted] , a supervisor in our Customer Service Department that a refund for the full amount of your purchase of $was issued, but the refunds will issue according to the charges as follows, $12.98, $and $for merchandise, and $for shipping The multiple charges is due to the items having been sourced from different locations, however we only charge once for shippingPlease allow a few days for all of the refunded amounts to appear in your accountAgain, I apologize for any inconvenience you may have experienced as a result of this matterBest regards, [redacted] ***

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below [I find it jarring a senior legal specialist is handling a consumer complaint A disclaimer is hardly a license to imply whatever you want I've never been answered when I asked if any of the items I ordered could have been shipped *** Encouraging people to call costumer service for an order being shipped to an [redacted] address is just asking people to spend additional money on an international phone call All I wanted was a solution going forward and to recoup some of the additional shipping costs due to my order being shipped piecemeal I did some research on storenet and it seems that product no longer exists in that name since the company had been bought and then I assume sold off or it became it's own company again At any rate I kept coming across Radial and their Omnichannel Technology and if that's the system you guys use you have the option of using their: Carrier IntegrationThis optional Ship-from Store module automates and streamlines shipping and tracking for you and your customersIt produces an integrated peel-off shipping label and packing slip for major carriers, including ***, ***, and ***Detailed tracking information is relayed to your order management system so you and your customers can see real-time shipping status.] Regards, [redacted]

Dear Revdex.com: Thank you for bringing the above-referenced Complaint against Destination XL to our attention I reviewed Mr [redacted] complaint concerning the issuance of a credit in the amount of $for overcharge on transaction during a promotion requiring a minimum dollar spend, which Mr [redacted] should have received While I can’t say for certain why Mr [redacted] credit was not issued as promised, especially after speaking with representatives of DXL on at least two separate occasions, I can assure you that we at DXL take pride in ensuring our customer’s 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 Mr [redacted] ’ – and our own – expectations On behalf of DXL, I extend our sincerest apologies to Mr [redacted] for the poor customer service he received 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 It’s my understanding that a credit was issued to Mr [redacted] card in the amount of $today, June 15, 2017, which is consistent with his desired resolution, however the credit may not be immediately visible on his billing statement, depending on the billing cycle of the credit card issuing bank, which is outside the control of DXL Again, we deeply regret the occurrence of this incident and sincerely apologize to Mr [redacted] for any inconvenience he experienced as a result of this matter Please do not hesitate to contact me or [redacted] ( [redacted] , Ext ***) if you have questions or require further information concerning this matter Best regards, [redacted] , Ext***