But, like all companies, sometimes something goes wrong. So, a while back, I ordered some new versions of pants that I have been wearing for some time. I didn't check size or anything, they're pants I usually live in, so I know how they fit. Took them to the tailors and had them hemmed and I was all set to wear them when they came back.
To my surprise, these pants didn't fit me at all. They were the exact same size as my previous pairs and I wear them weekly, so I knew I still fit in them. But something was wrong. Reading through the comments, it seems that a few people complained that they seemed to be cut tighter than the previous versions. Normally, I would just return them, but I had already had them hemmed, so I figured I was out of luck.
I reached out to Duluth to see what my options were, if any. I told them very clearly that I had already taken them in to get hemmed, so I wasn't actually expecting much. To my surprise, here's how they responded:
Here at Duluth Trading, we offer a "No Bull" Guarantee – if you are not 100% satisfied with any item you purchase from Duluth Trading, return it to us at any time for a refund of its purchase price - even if you have had them altered.
That's a company that stands behind it's products. It's not a 10 day return policy, or a 30 day return policy. It's not a "merchandise must be in its original condition" return policy. It's use it, don't like it, return it policy. Now, for these policies to work, both companies and customers have to work together. Companies can only offer policies like this when the great majority of their customers respect it. And that mutual respect is what makes great, retail relationships.
BTW, here are other retailers that also have excellent return policies. It's so much better to spend your money with companies who deliver great experiences!