So let me first begin by saying that I love these jeans. The fit, the quality, the look, are all on point, and I would LOVE to continue buying them, but the customer service experience I have had really gives me pause.
Here’s the story:
I recently ordered eight pairs (four different styles in two sizes each) to try on and see what fit and size worked best for me. After settling on two pairs that I really liked, I went to return the remaining six pairs of jeans only to find that there is a significant restocking fee (30%) for returns of six or more items. While I think that’s a pretty steep restocking fee ($400+ in my case!), I was the one who failed to read the return policy before purchasing so it was completely my fault. However, I sent an email using the customer service link on the site asking for mercy. 48+ hours go by, and still no response so I send another email and still, no response. Finally, after nearly a week of waiting to hear back from someone, I decided reach out to their Instagram account asking for help and thankfully, they promised to connect me to someone in the customer service department. After waiting another 24+ hours I finally get a response, with instructions for how to return the jeans and avoid the 30% restocking fee. I was grateful for their understanding, and so I box up the jeans and send them back. In my mind, the case is closed and I am looking forward to a full refund.
Fast forward a few days later. I receive an email from a customer service rep informing me that one of the pairs of jeans is no longer eligible for return as they have been altered! At this point I’m in shock. What?! Apparently, according to the customer service rep, they have been hemmed and are being sent back to me with no refund. So now I am being stuck with a pair of jeans that are too big for me. I replied instantly to the email informing the rep that I did not alter the jeans (I am 6’5” and so I don’t ever have a problem with jeans being too short, in fact, quite the opposite!) but that I also understand that there’s really no way for me to prove that I didn’t, so I asked if there was some way to resolve this?
Again, no response. Nothing. No reply to my questions, just silence.
The jeans arrived at my house today, and it does indeed appear that they had been slightly hemmed. I suspect that they had already been altered when I got them and that the Kato team had failed to pick up on it, leaving me to pay the bill. I can understand that my word isn’t worth much to them when they have the “evidence” but to just be completely ignored is, in my mind, bad form.
Again, love the jeans, but the customer service experience, at least for me, was not good.