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bad experiance with TR customer service  

post #1 of 55
Thread Starter 
so earlier i wrote about how i my joeys ripped. here's one of the responses:

Angie – I am sorry you are frustrated.



1. First, you want me to send you a BRAND new pair of “first” cut jeans, even though what you sent us are allegedly from Nordstrom Rack, which by definition would have bought “seconds” or damages from us – we do not sell Nordstrom Rack “firsts” – I am the Director of Operations – I know EXACTLY what we sell to which store.
2. Second - you bought them in cash???? You don’t have a receipt? I’m sorry, I can tell from the cut number in the back tag that WE DID NOT MAKE THESE jeans – so why would I replace them?
3. Third, there is no way I am going to argue with you about whether they are fake or not. I know what we make in Production. I know we did not make these. Period.



I am happy to send them back to you – please let me know what you would like to do with these jeans.

----


so those greedy bastards arent replacing them
post #2 of 55
Thread Starter 
oh and htis is what i wrote them before:

And I do not understand why you are saying that Nordstrom Rack is in no way affiliated with Nordstrom. My friend has talked with workers there before and they said that there is a lot of stuff at the rack that is the same as what is at the regular stores. Overstock, and some returns and things like that from the full line stores goes to the Nordstrom Rack stores. Also, a buyer from Nordstrom lectured at my school for a business fraternity at Haas. He also said things from Nordstrom go to the Rack, and things from the Rack go to a place called Last Chance located in Arizona. So obviously, not all jeans will have a cut number. Are you trying to imply that they are fake or something? Look at the pockets, the tags, the distressing. I too can tell the difference between fakes and those obviously are not.
post #3 of 55
Wait, shouldnt seconds or damages be MARKED in some way? You think it would be a good idea, so people dont think theyre getting 'firsts' TRs starting to piss me off.
post #4 of 55

Re: if i had balls, id tell tr to such them

Quote:
Originally Posted by poprocks86
so earlier i wrote about how i my joeys ripped. here's one of the responses:

Angie – I am sorry you are frustrated.



1. First, you want me to send you a BRAND new pair of “first” cut jeans, even though what you sent us are allegedly from Nordstrom Rack, which by definition would have bought “seconds” or damages from us – we do not sell Nordstrom Rack “firsts” – I am the Director of Operations – I know EXACTLY what we sell to which store.
2. Second - you bought them in cash???? You don’t have a receipt? I’m sorry, I can tell from the cut number in the back tag that WE DID NOT MAKE THESE jeans – so why would I replace them?
3. Third, there is no way I am going to argue with you about whether they are fake or not. I know what we make in Production. I know we did not make these. Period.



I am happy to send them back to you – please let me know what you would like to do with these jeans.

----


so those greedy bastards arent replacing them

Who wrote that response? A cust service rep? That is the most condescending, patronizing thing I think I have ever read. As someone who owns an authentic TR product, regardless of the source, your requests should be met and not mocked like they have insisted on doing. They act like they didn't even manufacture the product in question! Are they now saying that Nordstrom (rack or whatever, it's all the same ownership) is not an authorized reseller because I think that would be news to Nordstrom. I'd tell them they can take the jeans and burn them because they're a piece of crap just like all their other stupid jeans!!!
post #5 of 55
Thread Starter 
update: i emailed her again:

"First, I did not say that True Religion sells to Nordstrom Rack. I said that overstock/returned items from the main store, Nordstrom, is shifted to Nordstrom Rack. Because you are the Director of Operations, you realize that Nordstrom buys from True Religion, correct? Well, I just performed a "Live Help" session at the Nordstrom website. You probably think I made up the conversation since you obviously do not trust me. I will provide you with an e-mail within a few days as I have e-mailed them also. Anyhow, here is our conversation:


We've received your message - a customer service representative will be with you shortly.

You have been connected to Jennet B.

Jennet B: Hello Angela and welcome to Nordstrom.com.

Angela: Hi.

Angela: what is nordstrom's affiliation with nordstrom rack?

Jennet B: Thank you Angela for your question. I will be happy to assist you with your question if you can give me a moment please.

Jennet B: Angela the Nordstrom Rack is a store where we send our clearance merchandise to. It is also a part of Nordstrom company.

Jennet B: Is there anything else I can assist you with today?

Angela: so first quality merchandise from nordstrom can be found in nordstrom rack, correct?

Jennet B: Angela the items we carry at our Nordstrom Rack are also merchandise we carried at our Full Line Nordstrom stores.

So, first quality items CAN BE SOLD in Nordstrom Rack. The jeans I sent you are obviously not seconds and just because they ripped does not mean they are seconds. An acquaintance of mine bought a pair of Joey's at Neiman Marcus. Those too ripped. Does Neiman Marcus buy seconds? I would hope not. My Joey's also ripped. I bought them at the Rack. I do not have proof and I apologize for that. But I spent a large amount of money on those and I feel like you guys are stealing my money. You ARE stealing my money. I am extremely annoyed at the customer service you are providing me and you guys obviously do NOT stand behind your products."

--

then she sent me this:

I am sorry you are frustrated, but when you buy something from a store, if you want to return it, you need a receipt. Furthermore, when you return an item, generally you take it back to the store where you bought it from.

True Religion has NO OBLIGATION to send you a new pair of jeans. Nordstrom Rack needs to replace the jeans you bought from them because as you have said they ripped after you wore them TWICE in more than 30 days (which in itself is questionable).

At any rate, I feel bad for you because you are a student, and for that reason and that reason only I am going to send you a new pair of True Religion jeans in your size. I can’t promise they will be the exact same wash, but I will do my best. I will get you a stretch pair of 27’s."
----

gee...thanks for feeling sorry for me. i never asked for you pity in the first place....

she OBVIOUSLY couldnt tell me they were fake 'cause they weren't and she OBVIOUSLY doesn't listen either. i sent her the racks return policy. and i told her why i wore them so few times (waited forever to get them hemmed and didnt pick the jeans up until two weeks after i dropped them off at the tailor)

Quote:
Originally Posted by aerobicgrl
Who wrote that response? A cust service rep?
it was the director of operations. she was mean!!!
post #6 of 55
Written by someone who probably thinks their crap dont stink just because they work for TR. I thought the stuff that didnt sell at Nordstroms got sent to Nordstrom Rack, not seconds. Their customer service is horribly rude - how in the hell do they expect people to keep buying their jeans if what they sell falls apart and they refuse to even send a new pair?

A question: does the forum member you bought these from still have the receipt? Maybe you could send it, but they still might not believe you if they think THEY NEVER MADE THESE JEANS
post #7 of 55
What a b!tch! Surely you aren't going to stand by and take that crap!

You may want to complain to their public relations person about how the director of operations INSULTED you. I am sure they would be thrilled to hear that all of their hard work at WINNING and KEEPING customers has just been shot down the toilet. I might even call my local newspaper's lifestyle or culture section (whereever they have the fashion section) and let them know about $200 jeans that rip and the snotty customer service over at TR. I know that a lot of newspapers have been running articles about high-priced denim; would they be interested in writing a piece about how some of it is junk? LOL.

Here's TR's PR person...
Press Contact:
Shleema Estulin
PR Marketing
True Religion Brand Jeans
1525 Rio Vista Avenue
Los Angeles, CA 90023
T 323 266 3072
F 323 266 8060
shleema@truereligionbrandjeans.com
post #8 of 55
They really are stupid. Of course they don't sell to Nordstrom Rack but Nordstrom clearances their overstock to Nordstrom Rack. Duh! Funny how she doesn't address it in the follow-up conversation. Lame.
post #9 of 55
I know I am boycotting after all this crap I've been hearing about them. It's not worth it to buy $170 jeans that they don't stand behind. I'm afraid to contact them about the ones I just bought where the horseshoe came apart. Good work, TR.
post #10 of 55
Wow, poprocks86, I like your style! It pays to be an assertive consumer. I admire you standing by your guns with the jackasses at TR. I will never buy a pair of TR after reading all these awful TR threads today.
post #11 of 55
One more thing--if you do talk to more TR people, perhaps you should let them know that you're a member of a high-end denim forum that has a whole TR section, with over 3,000 registered users and close to 10,000 unique visitors per month, and that you like to type a lot on this forum. Maybe they will offer you better service then!
post #12 of 55
Why didn't you have a receipt? If I were a sales rep and someone comes without a receipt, I would think it's shady...

I don't understand why people don't keep their receipts.
post #13 of 55
i lose them sometimes cause i order too much...

i guess if i spend less i would find my receipts :P
post #14 of 55
Quote:
Originally Posted by ronj
Why didn't you have a receipt? If I were a sales rep and someone comes without a receipt, I would think it's shady...

I don't understand why people don't keep their receipts.
But...do you keep receipts for everything you've ever bought? Gas, groceries, school supplies, DVDs, shoes, books, tickets, etc.? I think not...

I hate receipts. I usually throw them away right when I get them, or after a little while. Where would they all go? In a drawer or something?

I don't understand why people KEEP their receipts...or why people expect others to keep their receipts. We make so many purchases for all kinds of things, every day, that it makes no sense to save every scrap of paper...
post #15 of 55
Especially a receipt for something small like jeans which does not come with a formal warranty. I only keep receipts for items I'm unsure if I like or until after I wash it and it turns out ok. It sounds like it would've been past the return time to NR so a receipt is useless anyway. And I most definitely wouldn't keep a receipt for jeans I had for like a year or something. Even after a year these jeans should be intact. I never had "lesser" brands of jeans like gap or abercrombie rip.
post #16 of 55
I keep receipts longer than anyone I know and I just hold onto them until I'm sure I'm going to keep whatever it is I bought and I see it come through on my credit card/bank account. I also hold onto the original if I return stuff until I see the credit come back through. Max I keep them is about a month. I can't see hanging onto them any longer than that, it would be pointless in my opinion. (I'm just a little bit type A )

If someone expects you to keep receipts for everything you've bought for months on end so you can "prove" where you bought it, that is ridiculous!!
post #17 of 55
I am the EXACT same way!!!! lol. Ya took the words right outta my mouth.
post #18 of 55
I guess I am super paranoid then as I keep all my receipts. For my premium denim, I keep them all in a shoebox just in case. For regular stuff, I keep it in a file cabinet for a year then shred it. I do this cuz alot of stuff I buy ends up hanging in the closet with the tags still on and ends up never getting worn. As far as the premium denim, I keep those in case they rip or fall apart or I want to resell them. I like to have proof of where I got them.
post #19 of 55
So what happened to the jeans in the first place that made you send them back?
post #20 of 55
Thread Starter 
they still have them. im not even sure if she's going to send back the old ones. she better!!
post #21 of 55
Quote:
Originally Posted by MrsBeckham
I guess I am super paranoid then as I keep all my receipts. For my premium denim, I keep them all in a shoebox just in case. For regular stuff, I keep it in a file cabinet for a year then shred it. I do this cuz alot of stuff I buy ends up hanging in the closet with the tags still on and ends up never getting worn. As far as the premium denim, I keep those in case they rip or fall apart or I want to resell them. I like to have proof of where I got them.
I'm like you, only worse. I keep all my receipts, for everything I buy, cash or credit card, until, basically, the statute of limitations has expired. That's usually 3 or 7 years, depending on what it is. For example, I believe that in CA, you have to keep your tax returns for one of these time periods (maybe it's 5 years?) in case you get audited down the road. I staple my receipts to my credit card statement each month, organized-like. It's funny, it sounds like I must be this really organized person, but actually, there are random papers piled all over my desk! I should really get organized, but I don't care enough to do so, and would rather online shop!
post #22 of 55

Re: bad experiance with TR customer service

Quote:
Originally Posted by poprocks86
so earlier i wrote about how i my joeys ripped. here's one of the responses:

Angie – I am sorry you are frustrated.



1. First, you want me to send you a BRAND new pair of “first” cut jeans, even though what you sent us are allegedly from Nordstrom Rack, which by definition would have bought “seconds” or damages from us – we do not sell Nordstrom Rack “firsts” – I am the Director of Operations – I know EXACTLY what we sell to which store.
2. Second - you bought them in cash???? You don’t have a receipt? I’m sorry, I can tell from the cut number in the back tag that WE DID NOT MAKE THESE jeans – so why would I replace them?
3. Third, there is no way I am going to argue with you about whether they are fake or not. I know what we make in Production. I know we did not make these. Period.



I am happy to send them back to you – please let me know what you would like to do with these jeans.

----


so those greedy bastards arent replacing them
You are going to hate me for my post, but I'm being real.

First of all let me say this, TRUE RELIGION WAS WONDERFUL! I received AMAZING customer service. I still have 4 voice message on my cell from True Religion, making sure my problem was taken care of. I would buy from them again, and I did.

I have a question, in your post about the jeans ripping. You wrote you bought them off a forum member??? This forum is no guarantee the jeans are authentic. For that matter, Nordstroms rack is no guarantee, as their return policy in the regular store is so liberal.

True Religion does have a system to track the jeans that they made. It looks to me she is saying the jeans are fake. Believe me they knew what batch my Joey's came from, when they were made, and what store I bought them from. I didn't send them my receipt, so they tracked them back to the Neimans here. If needed I have all my receipts, and keep them for 3 years. Also Neimans keeps records on my Neimans card. I have no problem returning things there. The only reason I went to TR instead of Neimans, is they had no stock of the Dark Bullets, at any Neimans. When my Seven Havana's got two small holes in the crotch after about two months, Neimans just pulled my record up, and matched the jeans to their records. My receipt was faded, but their records had everything on there, even the info from tag, and salesgirls name who sold them to me. They replaced my Havana's right away.
I also understand her point that if you are buying from a clearance store, seconds, odd sizes, damaged goods etc. Then you didn't pay full retail, or even sale retail in a regular store. You paid a bargain price.
If you bought jeans on E bay, then they ripped, do you think TR or Seven should replace them?
Again, sorry but you were not the original buyer of these jeans. right? How can you except them to replace them? I can't even return cereal to the grocery store without a receipt.
You did deceive them buy telling them you bought them from a retail store, as you know if they knew it was a private sale, they would tell you no. Did you ask the person you bought them from to take them back?
I don't know who you bought the jeans from, you have no guarantee that they are authentic, as you didn't buy them yourself. They could have got fakes from The Rack!
You should be pleased that TR is sending you a new authentic pair. Also don't you think wanting your old jeans back is a bit much? Really you are getting brand new jeans for free, that cost more then you paid for the jeans that ripped.
I'm sorry but TRUE RELIGION is being nice to you. Very nice, as they didn't make your jeans, they couldn't track the jeans in the system, meaning your jeans are FAKE! How could you ever think they'd stand behind fake jeans? You are getting the real deal for free.

BTW, TR did tell me it is the stores obligation to replace jeans, and not the standard policy of the main company. They did it only because Neimans were out of my Dark Bullets.

Lastly, PLEASE ask me before you refer to me in your E mails to TR. I'd like to keep my relationship with them a good one. I again state THEY ARE THE BEST! I had two GREAT GALS help me when my jeans ripped. I just adore both of them. I think they are helpful, and considerate. They were AWESOME! I LOVE TRUE RELIGION! You gals can stop buying them, I won't they were good to me.
post #23 of 55
Going to have to disagree with the above post! I don't think you are "being real", I think you are being lovestruck by a company that *happened* to treat you nicely. Consider yourself lucky. Have you read all of the other threads, about TR asserting their intellectual property rights over YOUR pictures and about them pulling authentic listings on eBay without so much as an explanation??

What makes you so sure the jeans are fake? Your post above seems to suggest either (1) the forum member sold poprocks a fake or (2) the jeans were purchased fake from Nordstrom Rack. Sorry hon, don't speculate. It seems these jeans ripped in the exact same place yours did. Why is it OK for your jeans to rip and stay "authentic" but hers to rip and are "fake"? Your reasoning is so stupid. <--sorry, but I'm being "real." The email from TR Customer Service doesn't flat out say they are fake. Because the buyer in this case said "I bought these from Nordstrom Rack," the CSR immediately assumed the jeans were damaged to begin with. This shows a lot of ignorance, because Nordstrom Rack doesn't necessarily sell damaged goods. Remember, Nordstrom Rack is the clearance outlet for Nordstrom.

I guess I'm confused by what you are saying. If you don't pay full price for something, then you aren't entitled to it holding up? What if you bought it with a coupon from Revolve? That would be paying a "bargain price," would it not? Let me tell you, $200 jeans...where EVER I bought them...had better not rip in the butt after a couple of wears. From what I understand, it's COMMON for TRs to rip in the butt. That's why I either dry my jeans in the freaking Dryel bag or take them to the cleaner's. Obviously, I wouldn't do that if I hadn't heard that TRs tend to rip in the butt!!!

If I remember correctly, you were excited to get your old jeans back too...and sold them on eBay to "get ahead." So don't act surprised about why someone would want their old jeans back because just ask yourself.

I strongly disagree that "TRUE RELIGION is being nice to you." Please explain to me what part of ANY of the CSR's derogatory emails was "being nice." You are jumping to conclusions my dear about calling the jeans fake.

You know how they say love makes you blind? You are so blind to how horribly TR is treating everyone and conducting its business, AND ALL BECAUSE YOU GOT YOUR JEANS REPLACED ONCE. Shouldn't you be mad that they ripped in the first place, and that you had to go through the hassle of getting it replaced? I repeat, $200 jeans should never rip in the butt! I've had $20 jeans that have taken a beating for years...never a rip in the freakin' butt or anywhere for that matter!

post #24 of 55
wow, this post is getting very touchy. what really struck me from that letter from the TR Customer Service was this line:

"I’m sorry, I can tell from the cut number in the back tag that WE DID NOT MAKE THESE jeans "


Is there any chance they could have been mistaken about this? If not, then I would have to agree with what TigiStylist. If I were TR and someone sent me a fake pair that ripped and demanded a new pair, I would be pissed.

Although it sucks for expensive designer jeans to rip like this, I wonder if for every 1 pair of faulty designer jeans, there are countless more $20 pairs that rip.
post #25 of 55
Tigi, I think you should also re-read the language of that operations director's response to poprocks. If someone talked to me like that I would slap them!! That supposed "professional" talked to a forum member like she is 5 year old and that is unacceptable! What an insolent jerk. She could've chosen her language and tone way better, and that person is an embarrassment to true religion but if she is a director there, TR must think it is ok for their people to treat customers like that. Yes, she threw in that she'd send new jeans but not before treating poprocks like she is 2 inches tall.
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