Difficult and expensive returns/exchanges
Not happy at all working with the company. Will never buy from them again. Here are the reasons: 1. Received the coat I ordered in time for Christmas, but the XS was way too small. Coats are expected to be designed to be worn over clothing, but in this case it was really really small as if they don't know this. 2. I tried to contact them to get a return or exchange. The only way to contact them is through the website in a chat window. They don't respond in the chat window, ever. Instead you have to wait for an email with the response. And then do it again. Having a real exchange of information takes weeks. 3. They pretend like they are being helpful, but it feels like they are just trying to get me to go away. Getting actual return information took many exchanges. It feels like a delay tactic to tire me out. 4. They made a really strange offer. I quote: "Could we refund $20 if you would like to keep it and the refund may help you fix it with the help of a local tailor?" That is about the stupidest thing I have ever been offered trying to get a return. You can't tailor a coat to be bigger, and you can't get custom tailoring for a laughable $20. 5. Eventually since I persisted, they offered to let me do an exchange. The return address is in China! So I have to pay the shipping to China. You can guess how cheap it is. Of course, when they ship to us they use a sorting company in New York. But we can't return items to New York, we have to ship all the way to China. 6. In the return process, they said several things that make the business sound sketchy. Here is what i mean, and I quote: "DECLARE VALUE(Required) Please write down the package value as US$35 when you mail it back at the post office otherwise it will be returned.Thank you! (2) ADDRESS Recipient Phone Number: 15220002643（it is required otherwise the package may be returned） Receiver Name: Wei limin Must be a personal name not Linennaive. ''To Linennaive'' will be rejected.". Again, strangeness. 7. Some of the favorable reviews for linennaive on TrustPilot seem contrived and fake. People just don't talk like that or give reviews like that. On the plus side of things, we really did get a coat that looks like the one ordered, it was just unexpectedly small. This is not a scam company, it is just difficult to do clothing business with a company in China where returns are common. If you are lucky to get the right size the first time, I expect a much better experience.