SPIER & MACKAY - Official Affiliate Thread

[Jumpman007]

@SpierTeam

Actually wanted to add on to the ivy oxford question.

When will the ivy oxfords be restocked? And do you plan on adding classic fit as a size option for them?

 

[SpierTeam]

How is everyone’s experience with the customer service?

Because mine has been terrible.

I spent $1142 with them 39 days ago, they still have my money, I have zero product and their customer service is gaslighting me as if this is all normal business practice.

First up, I’ve known about Spier for years, read the good stuff people have to say about them on this forum, and I was getting married so I thought they’d be a good place to get myself outfitted.

The suit I got (which was in a different size to what I ordered) was great quality wise. Really great in-fact which is why I persevered with them for so long. It just didn’t fit.

First up, they only wanted to send me two of the items I ordered, and they wanted to send them in different sizes from what I ordered, even though I gave them pretty exact measurements which matched the sizes I originally bought.

A bit odd, but I was on vacation and didn’t want to mess around so we confirm.

Nine days later I’ve heard nothing from Spier.

It seems something went awry and nothing had been shipped, and so Spier send the items expedited.

I get the suit, two weeks after ordering, and it is too small and I need the size I originally ordered.

It is now less than two weeks from my wedding and I can’t wait to return the suit so they can send me the different size, so I ask them to send me the other suit I had bought and paid for, in the original sizes I ordered.


They now no longer have my size available. Three weeks after order.

..

At no point during this has customer service acknowledged that this has not been great service, their tone would even suggest that this has been my fault.

Three times I have tried to cancel my order, and each time instead of cancelling, I would be asked to confirm and then be given some contrived reason why I shouldn’t.

The first time I cancelled, Spier sent me the suit before I could apparently confirm. The second time I was told I could just get the wrong size and have my tailor fix it.

..

I recognise mistakes happen and sometimes things don’t work out, but the way I have been treated by customer service has been poor bordering on malicious.

When a company takes over one thousand dollars upfront and then contrives to slow roll the product getting to you (wether for your benefit or theirs) I’d expect much better customer service.

To me, this is a crazy way to do business.

..


If this is a one off then so be it, but if it’s common I think @SpierTeam should know so they can fix this, because the suit itself was great quality.

Hi CarloB,
My name is Deanna, and I am the Customer Service Manager who was initially assisting you with your order. I’m very sorry to hear that you felt your experience with us was less than satisfactory. For context, I think we should start from the beginning. You placed your order on August 15, which was your first time ordering from us. As a first-time customer, we do have noted on our FAQ page that we suggest ordering 1 or 2 items first to see how our products fit – since not all menswear brands fit the same. Additionally, we do mention booking a Product Specialist appointment if customers have any questions about our size & fit. Nonetheless, I reached out to you on August 16 also explaining the details of this process and asked for body measurements to ensure the sizes that you ordered will be your best fit. As a mainly ecommerce company, we understand that shopping online can be overwhelming with the number of products & sizes that we do offer so this is our way to help our customers pinpoint their size & fit and eliminate some of the guesswork.

Regarding the different size that you would have received, these were the trousers, which was mentioned to you when I confirmed the details of what we were discussing. Additionally, you received different size trousers from our standard Drop 6 because you informed me that your natural waist size was 30 – which going based on Spier & Mackays size chart, this lined up better with your measurements. For reference, a size 40 Slim suit would come with a size 34 Slim trouser. When you mentioned we no longer have your size, I would just like to confirm that this would have been a trouser swap, which again, is outside of our standard Drop 6. We offer trouser swaps as a courtesy, and it is not always available since we do have a separate trouser inventory for that. The trousers could have been out of stock well before we had that initial conversation – unfortunately that’s not something I am 100 percent aware of at all times.

You mention “Three times I have tried to cancel my order, and each time instead of cancelling, I would be asked to confirm and then be given some contrived reason why I shouldn’t.” – Looking back on our conversation, you never asked to cancel the order until it was already shipped out – which I shared the tracking number with you.

Additionally, when you said, “The first time I cancelled, Spier sent me the suit before I could apparently confirm.” The Charcoal Chalk Stripe & and the Green High-Rise chinos were confirmed with you to be the first two items sent out which you replied “Yes, please proceed” on August 19th.

“The second time I was told I could just get the wrong size and have my tailor fix it.” – Since the size that you had asked for was out of stock, this was more of a helpful tip rather than actual advice from me telling you to intentionally order the wrong size. As I was aware you needed this for your wedding, the only available size closest to the size we had discussed after the fact was the standard drop 6 size (34 Slim) – which is only 1 size up and can easily be tailored so you were not strapped for your wedding day. This messaged was sent on September 4th and we actually didn’t here from you again until September 23rd. Since we did not receive any communication from you during that time, we were unable to help you with a solution.

I do apologize for the time we took back and forth with your order but I hope this helps clarify any confusion you may have. If you would like to discuss anything further, please feel free to email me to discuss.

 

[St1X]

Wondering when will their new balmacaan finally be shown

I am looking forward to this one a lot more - pure heavyweight camel polo coat.
A very nice take on RL's Polo coat https://www.ralphlauren.eu/se/en/th...start=1&sz=30&cgid=men-clothing-jackets-coats

 

[ericgereghty]

Hi CarloB,
My name is Deanna, and I am the Customer Service Manager who was initially assisting you with your order. I’m very sorry to hear that you felt your experience with us was less than satisfactory. For context, I think we should start from the beginning. You placed your order on August 15, which was your first time ordering from us. As a first-time customer, we do have noted on our FAQ page that we suggest ordering 1 or 2 items first to see how our products fit – since not all menswear brands fit the same. Additionally, we do mention booking a Product Specialist appointment if customers have any questions about our size & fit. Nonetheless, I reached out to you on August 16 also explaining the details of this process and asked for body measurements to ensure the sizes that you ordered will be your best fit. As a mainly ecommerce company, we understand that shopping online can be overwhelming with the number of products & sizes that we do offer so this is our way to help our customers pinpoint their size & fit and eliminate some of the guesswork.

Regarding the different size that you would have received, these were the trousers, which was mentioned to you when I confirmed the details of what we were discussing. Additionally, you received different size trousers from our standard Drop 6 because you informed me that your natural waist size was 30 – which going based on Spier & Mackays size chart, this lined up better with your measurements. For reference, a size 40 Slim suit would come with a size 34 Slim trouser. When you mentioned we no longer have your size, I would just like to confirm that this would have been a trouser swap, which again, is outside of our standard Drop 6. We offer trouser swaps as a courtesy, and it is not always available since we do have a separate trouser inventory for that. The trousers could have been out of stock well before we had that initial conversation – unfortunately that’s not something I am 100 percent aware of at all times.

You mention “Three times I have tried to cancel my order, and each time instead of cancelling, I would be asked to confirm and then be given some contrived reason why I shouldn’t.” – Looking back on our conversation, you never asked to cancel the order until it was already shipped out – which I shared the tracking number with you.

Additionally, when you said, “The first time I cancelled, Spier sent me the suit before I could apparently confirm.” The Charcoal Chalk Stripe & and the Green High-Rise chinos were confirmed with you to be the first two items sent out which you replied “Yes, please proceed” on August 19th.

“The second time I was told I could just get the wrong size and have my tailor fix it.” – Since the size that you had asked for was out of stock, this was more of a helpful tip rather than actual advice from me telling you to intentionally order the wrong size. As I was aware you needed this for your wedding, the only available size closest to the size we had discussed after the fact was the standard drop 6 size (34 Slim) – which is only 1 size up and can easily be tailored so you were not strapped for your wedding day. This messaged was sent on September 4th and we actually didn’t here from you again until September 23rd. Since we did not receive any communication from you during that time, we were unable to help you with a solution.

I do apologize for the time we took back and forth with your order but I hope this helps clarify any confusion you may have. If you would like to discuss anything further, please feel free to email me to discuss.

Yowzas. Receipts brought lol. Bravo

 

[CLH03]

Yowzas. Receipts brought lol. Bravo

Put that in your pipe and smoke it 🤣

 

[jellyroller]

🔥

 

[Santastinks]

@SpierTeam
Noticed a typo in the copy of this instagram sponsored ad.
Remove the letter a

 

[blewnote1]

Yowzas. Receipts brought lol. Bravo

Yeah, I knew it had to be something more than "they screwed up my large but totally normal order and now I'll never buy from them again and you shouldn't either." I mean, people make mistakes, but this seemed exceptionally atypical.

 

[sprezzatoria]

I am looking forward to this one a lot more - pure heavyweight camel polo coat.
A very nice take on RL's Polo coat https://www.ralphlauren.eu/se/en/th...start=1&sz=30&cgid=men-clothing-jackets-coats

do we know approximate release date / pricing for the polo coat?

 

[St1X]

do we know approximate release date / pricing for the polo coat?

I don't work for the company, so have no idea.

 

[classicoutfits]

That was an interesting read

 

[ColdEyedPugilist]

.

 

[ColdEyedPugilist]

I am looking forward to this one a lot more - pure heavyweight camel polo coat.
A very nice take on RL's Polo coat https://www.ralphlauren.eu/se/en/th...start=1&sz=30&cgid=men-clothing-jackets-coats

That polo coat looks sublime!

 

[learningtodress]

Has anyone purchased this season's canvas chinos? I really wish they were high rise.

I'm also curious if anyone has any experiences with their merino wool products - really looking to bolster my knitwear for this season.

Btw, haven't seen this mentioned but for those that are local, S&M will be moving to a larger brick and mortar store in mid-November that will work as a more traditional storefront (Heartland area in Mississauga). I know they've already tried this Downtown, but hopefully they are more successful this go around. Being able to try on their more casual items would be a big help.

 

[ericgereghty]

I'll keep banging this drum, in the hope it works like it did in getting a larger build out of jetted pocket suits...Spier's gotta stop with the Milanese buttonhole on the more rustic fabrics. Find a middle ground between the baseline buttonhole and the fanciest Milanese. The insistence on slapping the Milanese on most everything Neo gives me contrasting fabric cuff button vibes.

A few ideas of the nicer than baseline, but less refined than Milanese look...