TravelSmith

I have been ordering items from TravelSmith since 2005 and until recently was thrilled with their service (shipping, customer service, products, etc.) Then they "relocated" their warehouse, updated their website and did something awful with their customer service. Like the other reviewers mention, there new customer service is obviously outsourced, grossly understaffed and truly horrific. (My husband who has had the misfortune to listen to their canned music while on hold because I'm caller number 16 and it takes over an hour to get a human says he thinks the music is chosen intentionally to get folks to hang up.) I had three orders in process during the warehouse move -- one was returned and took nearly 2 1/2 weeks to refund my account even though I had the UPS tracking number that it was delivered, the other two were items that took nearly 28 days to even get them "picked" and shipped -- turns out, after multiple calls to Customer Service, that it was because of back-ordered items. Never once did I receive an e-mail telling me the items were back-ordered (not during check-out or at first with Customer Service). I finally cancelled the order just this week. Unfortunately, I will never order from TravelSmith again. Used to be a great company. No longer.

They lie. They lie a lot. On one return I have called at least five times because after almost a month it hasn't been processed, and still they are lying. So they have taken just shy of a month for them to process any kind of refund, and even then they're trying to rip me off. On an order of $166.53 they are trying to refund me $22.89 less than I paid. This is for shipping to me and back to them. They sent me flawed merchandise and expect me to pay for that! On the second item, a coat which I purchased according to the size chart and had to return because it was way too big and for which I wanted an exchange in the correct size and they didn't have one, they are ripping me off for $7.48. May not sound like much to a reader of this review, but multiply that by the thousands of orders that are returned to them. I'm tired of calling them now and getting the same runaround. I'm going to try one more time to get this straightened out, and if that doesn't work I'll get in touch with the Department of Consumer Affairs. I'll probably get the runaround from them too, but at least I won't be continuing to waste my time with Travelsmith.

Customer service will not work with longtime loyal customers regarding their enormous shipping rates. I recently spent over the course of two months, over $2500 With travel Smith. This was Through various orders. They had sent me coupons as a thank you on future free shipping or 20% off. Having misplaced these coupons, and trying to make another purchase, I called customer service and asked for the courtesy of the free shipping in addition to the promo code of an additional 15% off. After speaking with three customer service managers, no one would do the courtesy of their free shipping. They're shipping charges if you shop there are exorbitant! I have had no problem paying shipping on my previous orders. I asked them to check my order history to show that I don't have a problem paying shipping. I just wanted this courtesy extended to me because I had had the coupons and missed placed them. I was fully aware of what their policy is. Travel Smith was willing to lose one of their top customers because of the shipping. I will never shop at travel Smith again. I notified them I wanted to be off their mailing list and want no further emails or communications. They also stopped their relationship with eEbates.com Which is another huge mistake. I don't think travel Smith will be around too much longer. I spend a lot of money on online shopping. And they just don't have what it takes! Do not shop at travelSmith!

Try to make a long story short: ordered a pair of pants - pants came and were wrong color, but fit fine. Ordered a second pair, which another $100+ dollars was charged, to compare which pants I really desired. The second pair of pants were the WRONG material (microfiber vs washable wool), the WRONG measurements (waist AND inseam), and they charged me an extra $8 to get them to me on time. I'm a long time customer and have had some minor trouble before, but this was the worst. I Think I'm finished w/ TS!

Everywhere else offers free shipping, free returns. Their sizes run big/huge. My return was shorted just under $50! Horrible practice, for clothes that aren't great in the first place.

I'm shocked with this website and company. My sister and I both received $25 gift cards for this site two years ago and were able to find not one desirable, affordable item on the website. Clearly, the company doesn't actually cater to real travelers (only snowbirds willing to pay exorbitant prices for mediocre products). Today, I finally thought I might have found a half decent item on the website (due to the stated 25% discount), but then found out they have an additional $7.99 in shipping costs and that the discount didn't apply to basically any of their half-decent brands. Our grandparents got us these wretched gift cards, and we're convinced they got scammed. They obviously didn't know that people like us, who travel the world long term, purchase real travel gear such as one would take backpacking (e.g. High-quality outdoor backpacks, clothing, and gear). They don't carry anything decent or remotely affordable. Having a $25 gift card might maybe bring prices down to normal price at another store, and then it's still exorbitant once you consider shipping. No sleeping bag liners, no quality headlamps, no real travel gear. It's like looking at sky mag!

The clothes are OK, the clothes prices are reasonable, BUT they use a forwarder called international checkout that charged nearly DOUBLE the price of the garments to ship to Japan and THEN they failed to fill out the customs form properly so I was charged DUTY and CUSTOMS fees on non-dutiable items. Sorry, I no longer have the receipt. I hoped they would respond to customer feedback but they have not. Too bad. They've always been fine, but NEVER again. For comparison, I ordered similar items from another US retailer and there was no duty or customs fees (they filled out the form correctly) and the cost was less than 1/10 for the shipping.