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"Hello Skinnyjeans" and its particular brand of "customer service"

By Nancy Rapoport

After reading about how wonderful "Hello Skinnyjeans" were, I ordered a pair on August 3. I waited and waited -- and waited and waited -- for the jeans to be delivered. I emailed the company on August 24, and Catherine Hart told me then that the jeans would be ready "in another 1-2 weeks." After not hearing anything again for a month, I emailed the company again on September 25, and Celine at the company told me that I'd get the jeans in a week.

Today, I emailed the company to say that I wanted my jeans by Tuesday, or I wanted a refund.

Catherine Hart sent me this email in response:

We are finally in stock and I can transmit your order to the warehouse now. Conversely, I am happy to cancel your order and refund you as no one wants pissy customers. You paid by paypal which forces immediate payment and I?m thinking of canceling it for that reason. Let us know asap.

Catherine Hart
hello@skinnyjeans.com

My response to her was as follows:

Yes. This particular pissy customer is tired of dealing with a company that promises one thing and never delivers. Please refund my money today.

I'm sure that the jeans are great. The customer service, however, is not. With all of the good brands of jeans out there, why spend money on brands that don't care enough to (1) notify customers when there's a delay or (2) follow through on their promises?

Let's see if Hello Skinnyjeans is better at fulfilling its promise of a refund than it was at actually delivering the jeans.

Full post as published by Nancy Rapoport's Blogspot on October 12, 2008 (boomark / email).