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I made a purchase of 8 items (t-shirts) for my husband for Christmas. Ordered all shirts in the same size and half of them fit, while half did not (never mind the fact some were the exact same make and only differed in color). When I contacted Brixton about a refund/exchange, they told me that because my order was placed over a month ago there was nothing they could do. In my opinion, it would be much more practical for them to provide special circumstances surrounding the holidays like all other stores. How was I supposes to know that half the shirts would be unsuitable until after Christmas?! I'm disgusted and will now have to donate the clothes to good will. What a waste, and what poor service. HORRIBLE customer service. The foundation of any great business is built on how you treat your customers, and the feeling your customers have after receiving A) good product that meets their expectations, or B) exceptional customer service when what you receive does not meet your expectations. This company provided neither. Will NOT be a returning customer.
Products used:
Half of what I ordered
I ordered a hat from the Brixton website, but it was too big, even though it was the same size as the exact same style of hat I have in a different color which fits perfectly. I emailed customer service several times and could not get a return shipping label for weeks. The return instructions on the Brixton website said that a return shipping label would be included, but it was not. I finally got a return label and sent it back but was not refunded. Again, I tried to reach out to customer service and eventually was issued a refund, but not until almost 2 weeks after they received the item back. The only 2 times I heard back was when they sent the return label and issued the refund (again, weeks later) but I never got an apology or even a message from them. I lost a significant amount of money because shipping was $13 which seems excessive for a small, lightweight hat, and I was charged an $8 restocking fee. Brixton makes cute stuff, but I would never order from their website ever again. I would highly recommend placing an order from a third-party seller (i.e. Free People, Tilly's any other retailer that carries their brand) who offers free shipping and returns and has customer service that will actually get back to you.
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