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Joinery Reviews (1)

Review: COMPANY DID NOT DISCLOSE FINAL SALE ON PRODUCT AND HAS REFUSED ANY SORT OF SETTLEMENT ON A $220 DRESS. PRODUCT RECEIVED DID NOT MATCH DESCRIPTION GIVEN BY SALES ASSOCIATE OR SPEC INFORMATION. MEASUREMENTS STATED ON SITE DO NOT MATCH WITH U.S. SIZING CHART.WHEN ASK TO EXCHANGE FOR DIFFERENT SIZE, THEY SAID SHIP IT BACK (AT MY EXPENSE) AND BUY A NEW ONE THROUGH WEBSITE. AFTER DOING THIS, THE SECOND DRESS'S (M) HIP/WAIST MEASUREMENTS WERE IDENTICAL TO THE PREVIOUS SIZE (S). AFTER CONTACTING THEM WITHIN 1 BUSINESS DAY TO REQUEST A REFUND OR STORE CREDIT, THEY REFUSED SAYING "ALL SALE ITEMS ARE FINAL." I ASKED WHERE THAT POLICY IS STATED. THE MANAGER REPLIED WITH "IT IS COMMON KNOWLEDGE THAT SALE ITEMS ARE FINAL SALE WHEN SHOPPING ON THE WEB. WE ALREADY LET YOU TRY A DIFFERENT SIZE AND BETWEEN TWO SIZES, ONE SHOULD HAVE FIT. IT'S NOT OUR FAULT YOU DIDN'T FIT EITHER OF THE SIZES." SHE THEN WENT ON TO TELL ME SHE OWNS THE DRESS AND IT FITS HER JUST FINE, AND THAT SURE, I COULD WIN THIS IN A LEGAL BATTLE BUT IT'S TOO BAD I DON'T UNDERSTAND COMMON SENSE. AFTER REVIEWING THEIR RETURN POLICY AND TAKING IMAGES OF THE WORDING, IT IS CLEAR THERE WAS NO RETURN POLICY IN PLACE FOR SALE ITEMS. IMMEDIATELY FOLLOWING THIS CONVERSATION, THEY CHANGED THEIR RETURN POLICY ON THEIR SITE TO STATE WHAT THEY IMPLIED TO ME.Desired Settlement: I WOULD LIKE A REFUND FOR THIS PRODUCT. I AM WILLING TO PAY FOR SHIPPING TO JOINERY'S STORE. AFTER REQUESTING AN INITIAL SETTLEMENT SUCH AS STORE CREDIT, THEN BEING RIDICULED FOR NOT FITTING INTO A SO CALLED "STANDARD SIZE GARMENT," I THINK A REFUND WOULD BE BEST FOR BOTH PARTIES INVOLVED SO THERE ARE NO FURTHER TRANSACTIONS.

Business

Response:

Our return policy is typical of our industry - we do not allow returns on sale items. That policy has been available on the customer service page of our website since we opened and is phrased as follows:

"We will gladly accept returns on non-discounted items within 7 days of delivery."

On the web page where [redacted] ordered the item in question, it was clear that the item was discounted. Directly to the right of the "BUY" button was the following wording:

Was: $443.00 Now: $221.50.

The customer didn't mention her confusion with the policy prior to engaging in the transaction.

We work with designers all over the world (in this case, the dress was made in Germany) and we do our best to standardize their highly varied sizing conventions, but also provide detailed measurements to account for this variability. Our measurements for the first dress [redacted] ordered (the size small) were written correctly on the website. When she later suggested that they were incorrect, we remeasured the dress to be sure, and found that they were correct as stated on the site. The product description on the site is as follows:

- Fits true to size

- Size S (US 4): 40" chest, 38.5" length

- Model is 5'7", 108 lbs and wears XS

After ordering a size Small based on the correct measurements on the website, [redacted] asked to return it. She asked to try a size Medium which we promptly provided, though this second exchange was a courtesy outside of our return policy (since the item was purchased at a discount). It was our goal to provide our customer with the best fit possible. When she asked for a return of this second item, we were forced to deny the return and referenced our clearly stated policy.

As a small company we work tirelessly to provide excellent products, descriptions and customer service to all our patrons. We've never had this level of confusion over our return policy before. As a small shop, maintaining a strict return policy is crucial to our business staying afloat, so while we had to remain firm on our policy with [redacted]'s series of transactions, we also discussed as a group how we might be able to avoid any confusion in the future. We then added another phrase to the policy on the website. "We will gladly accept returns on non-discounted items within 7 days of delivery" became "We will gladly accept returns on non-discounted items within 7 days of delivery. Discounted items are final sale."

We are more than happy to provide ample supporting documentation for our response. Our policy is clearly stated. We've extended the courtesies available to us, but are unable to refund the discounted dress.

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:

The business has diverted the issue to being an "industry standard." I strongly disagree with this statement. 2013 industry standard is standing behind your products. I feel this company cannot move the merchandise and is forcing me to keep an item that does not fit. The size dimensions disclosed do not give the three standard categories (chest, waist, hips).

I was very grateful for the company's initial return on the dress. At the point of this initial return, it would have been appropriate to disclose that sale items are final, and let me know that they were making an exception to begin with. I was completely unaware that they even had final sales on their site.

Sincerely,

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Description: CLOTHING-RETAIL

Address: PO Box 299, Fairfax, Vermont, United States, 05454

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