Help get this topic noticed by sharing it on Twitter, Facebook, or email.

Customer Service issues with Modern Tailor.

After I placed order #139825 (1/16/2016), I received an email from Modern Tailor indicating that some of the measurements (specifically the cuffs, neck and sleeve length) were too big.

I had taken my measurements from my best fitting shirt as instructed, and followed the pictures, and instructions on how to measure, therefore I was certain that my measurements were accurate. In several reply emails, I confirmed that the measurements were accurate. My first email (1/18/2016) included a restatement of the measurements. The second email (1/18/2016) included my body measurements to illustrate that the shirt measurements were reasonable and explained EXPLICITLY that these were only for reference to explain the shirt measurements.

I got a response email (1/20/2016) indicating that my information was sent to the tailor. Then I received a reminder email (1/22/2016) that my order was held in "review status", so I emailed three times (1/27/2016) indicating that I got a response already so there should be no hold on my order, requesting the current status of my order, and sending actual pictures of the measurements of my best fitting shirt showing the actual measuring tape against my shirt so the tailor would know that my measurements were accurate.

I then got two responses (1/28/2016) indicating that the measurements were updated and sent to the tailor. When I reviewed the order, the status was indeed updated to "Process Order" but the measurements which had been queried, had now been replaced by my body measurements instead of my shirt measurements. I did not make these updates to my measurements. They were made by Modern Tailor.

Obviously these would be too small, so I sent an email (1/30/2016) explaining clearly that these measurements could not be used.

I received an email today (1/31/2016) to indicate that the tailor has found the cuff size (which is only one of the measurements which was modified from what I entered) is too small and request a modification. This indicates that the shirt is being made based the body measurements which were modified from the original. This is a big problem because in these areas, the shirt will definitely be too small as I have indicated in several emails.

I replied today (1/31/2016) to explain that the cuffs, neck and sleeve should be modified, but I cannot change the measurements in my profile back to the original because the order is in "Process Order" status. I hope that the changes will be made as I will not be accepting a shirt that is made to measurements that I did not enter.

This entire customer service process needs to be fixed because measurements are at the heart of this business, and timely processing of orders is very important. I made an order because I have difficulty finding shirts with neck size 17.5 , sleeve 36/37, which are fitted to my body (usually they are much wider than my body). The tailor questioned the measurements, and the feedback should have been simply that the shirt sizes are accurate and the tailor should proceed with the order. Instead, customer service has created a long delay for no reason, including modifying the measurements of the profile which is not only causing further delay, but potentially ruining the shirt.

I expected to wait three weeks to receive my shirt, but it has already been two weeks and the shirt has not been started. That is completely the fault of Modern Tailor. On that note, I would like to request that my order be expedited for no additional cost.
4 people have
this problem
+1
Reply
  • I'm never ordering from Modern Tailor again. Even if they nail all your measurements perfectly (clearly they don't), it takes three weeks, at minimum to receive your shirts. They ship from China.
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. sad, anxious, confused, frustrated kidding, amused, unsure, silly happy, confident, thankful, excited indifferent, undecided, unconcerned

  • I ordered two shirts on December 28th (#139129). The shirts didn't ship until 10 days later and didn't arrive at my house until January 19th, a full 22 days after I placed my order.

    I understand Modern Tailor customizes every shirt, and thinks take longer than with other companies. But 22 days is quite a long time in the year 2016.

    Then, the shirts didn't fit. I believe it was my fault -- I submitted improper measurements.

    I notified your sales department on January 22nd (12 days ago). Anne responded the next day w/ some more information about return policy, although she was vague about what would happen if I returned the shirts because I provided improper measurements.

    I've now sent three follow-up emails without reply.

    I'm becoming impatient in dealing with this issue. It's been 5 weeks since I started this process w/ Modern Tailor, just to get two shirts. I'd greatly appreciate a response to one of my three recent inquiries, so we can reach a resolution on this issue.

    For reference, my case # is 30389.
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. sad, anxious, confused, frustrated kidding, amused, unsure, silly happy, confident, thankful, excited indifferent, undecided, unconcerned

  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. sad, anxious, confused, frustrated kidding, amused, unsure, silly happy, confident, thankful, excited indifferent, undecided, unconcerned

  • I’m UPSET
    I PLACED AN ORDER ON JAN, 16, AND MORE THAN A MONTH HAS PASSED AND I HAVE NOT RECEIVED ANY NEWS OF MY ITEMS. WHAT IS HAPPENING? I DO WRITE TO ALERT ABOUT THIS THROUGH CUSTOMER SERVICE (TWICE) AND STILL WAITING FOR AN ANSWER. ORDER NR. 139814

    I DO APOLOGISE FOR CAPS, BUT I AM REALLY UPSET.
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. sad, anxious, confused, frustrated kidding, amused, unsure, silly happy, confident, thankful, excited indifferent, undecided, unconcerned

  • .. the saga continues... 47 DAYS after my initial order, this is the progress report on my order !!!!

    FEB 25, 2016 | 01:51AM EST
    Leah replied:
    Hello Ivan, I have made a follow up on this for you.
    My apologies for the unusual delay as the order was entered when we were on our mandatory Chinese New Year holiday.
    However, we’re on this now and my estimate is that it will be shipped out early next week.
    We appreciate your patience.
    Regards,
    Leah
    Modern Tailor
    Customer Service and Marketing
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. sad, anxious, confused, frustrated kidding, amused, unsure, silly happy, confident, thankful, excited indifferent, undecided, unconcerned

  • I’m disappointed
    UPDATE: My order shipped today!!! Sounds great right? Well after all the problems that were 100% the fault of Modern Tailor, they couldn't even extend the courtesy of expediting shipping on my order.
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. sad, anxious, confused, frustrated kidding, amused, unsure, silly happy, confident, thankful, excited indifferent, undecided, unconcerned

  • I’m frustrated
    I always judge the quality of customer service by how well they deal with problems (no one looks bad when things are going perfectly smooth). I now have three problems here:

    1) Modern Tailor questioned my order (and would not accept my explanation even though it was supported by logic, reason, AND PHOTOGRAPHIC EVIDENCE!!!!).

    2) Modern Tailor forgot about my order because it was a holiday.

    3) Modern Tailor did nothing to resolve the delay that they created.

    The first two problems were caused by Modern Tailor and created delays that were completely unnecessary.

    They then compounded that problem by acting as if nothing happened and ignoring my request for expedited shipping.

    The request is completely reasonable considering the fact that all the delays were created by Modern Tailor.

    I didn't ask for a refund, and I didn't even ask for a refund on the shipping cost!!! All I asked is that they expedite the shipping, and that extra $8 was too much for them to do for a first time customer who was trying out the service to see if the product was worth buying.

    All of these problems are issues with their process and could have been resolved if the customer service was any good.

    Modern Tailor needs address these issues
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. sad, anxious, confused, frustrated kidding, amused, unsure, silly happy, confident, thankful, excited indifferent, undecided, unconcerned

  • I’m frustrated
    1
    I placed my order on 1/26/16 and quickly received the "measurement problem" email and I informed them of the same problem as Ivan. My neck is too big for normally sized shirt for my body. I was informed that the master tailor had been informed and my status switched to "process order". It has now been two months since then and the status is still "process order". I've sent numerous emails and even posted to the MT Facebook page and I have received no response.

    MT needs to fix this.

    Order #140149
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. sad, anxious, confused, frustrated kidding, amused, unsure, silly happy, confident, thankful, excited indifferent, undecided, unconcerned

  • I’m truly upset
    ORDER NR. 139814

    This order was placed on Jan 16th. Still waiting for the shirts to arrive. Two and half months waiting.
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. sad, anxious, confused, frustrated kidding, amused, unsure, silly happy, confident, thankful, excited indifferent, undecided, unconcerned

  • I’m frustrated
    worst customer service ever. Planned on ordering a whole new wardrobe if shirt was done right. now cant ever get them to respond to my emails. Nuts.
  • (some HTML allowed)
    How does this make you feel?
    Add Image
    I'm

    e.g. sad, anxious, confused, frustrated kidding, amused, unsure, silly happy, confident, thankful, excited indifferent, undecided, unconcerned