An authorized return became an extraordinary ordeal
I purchased a women’s tuxedo jacket from Little Black Tux. Unfortunately, it did not fit, so I requested a return. Little Black Tux approved the return, issued me an RMA number, and provided the address of its distribution centre in Norcross, Georgia.
I followed those instructions.
Because I live in Canada, returning the jacket was already complicated and expensive. A family member took the package to the United States, and it was shipped by FedEx from Michigan to the return address Little Black Tux had provided. Before shipment, I also entered the FedEx tracking information into Little Black Tux’s online return system.
FedEx attempted delivery and reported “Incorrect address — Recipient moved.” FedEx subsequently corrected the address and attempted delivery again. That attempt was recorded as “Refused by recipient — Not ordered.” FedEx then returned the jacket to the shipper in Michigan.
Throughout this process I made repeated telephone calls and sent emails to Little Black Tux seeking assistance, initially without receiving a response.
Eventually Little Black Tux replied and acknowledged in writing that its distribution centre had recently moved and that this was why the return address it had provided could not accept my return. It then supplied a different return address.
I asked Little Black Tux to provide a prepaid shipping label for this second attempt, since I had already paid to ship the jacket to the address specified in its own approved return instructions. I also requested written confirmation that the new location would accept the package and that my authorized refund would be processed.
Those questions have not been answered.
As a result, I have disputed the transaction with American Express and have filed a consumer complaint with the Georgia Attorney General’s Consumer Protection Division.
I have retained the return authorization, correspondence, photographs, screenshots and complete FedEx tracking history documenting what occurred.
This has been an extraordinarily frustrating experience over the return of one jacket. My advice to prospective customers—particularly international customers—is to consider the potential difficulty and expense of returning merchandise before purchasing from Little Black Tux.
I will update this review if Little Black Tux resolves the matter satisfactorily.
