the long & tall of it » Help

Shipping Schedules, Fees, and Tracking

(4 posts)

  1. terri_msn
    Member

    Greetings,
    I'm a new online customer of LTS and a new user of this forum.

    First, let me say that I was a previous customer of Tall Girl, with the closest store location in Chicago, I had to drive almost 3 hours because it was always well worth the trip to get nice, stylish, well fitted clothing.

    I was very happy to discover LTS but don't have any store locations so recently decided to shop online. I placed an order for two, very lovely suits, on 8/12 and requested express shipping. I needed these for my mother's funeral. Although not defined, as with most online retailers, I expected express shipping to take 2-3 days. I was checking your website for a shipment status or tracking link and the status remained as "Created" and there was no tracking ability. So then I emailed customer service and got no response. I then phoned and was told that it was "off hours" and the system was not available and I'd have to call back. Long story short, my mother's funeral came and went and I got my suits...which I'm very happy with, 10 days after ordering. Ten days seems way too long for express shipping to me.

    Since I'm very happy with the clothing, I've again placed another order, on 8/26, and have not received any confirmation although under shipment history, it shows the items with a status of "Created". Exactly was does "Created" mean and what is going on with email notifications, shipment statuses, and/or shipment tracking?

    These services are critical for online shopping.

    Posted 1 year ago #

  2. Marilyn
    Member

    I want to second Terri's comments. Love the clothes, but shipping to the U.S. is a disaster!!!

    I ordered the Premium Bow suit in late July. The status is "waiting in the warehouse". I also ordered the Ponte knit dress in late July. The status is still "created". Will I ever receive these items? If so, when? All items were listed as "in stock" or "< 1 week wait" when I placed my order.

    When you factor in the fact that your sizing isn't consistent, it's a real nightmare. If an item is a wrong size and there is the typical multi-week delay in receipt of the order, a common scenario is that the item is sold-out by the time I know that I need to reorder.

    I don't doubt that U.S. Customs plays a role in this. But, you do need to do a much better job keeping customers informed. Also, I would appreciate an option to cancel orders that are delayed, to avoid the return shipping charges when items arrive too late to be of use.

    Posted 1 year ago #

  3. LTSJo
    Administrator

    Hi,

    We are sorry to hear about your disappointment with the US shipping.At present the best way to keep track of your order is to contact customer services at customercare@longtallsally.com. I have forwarded your feedback and suggestions to our Operations Director as we are always looking at ways to improve.

    Long Tall Sally "first stop in fashionable, flattering clothing for tall women"
    Posted 1 year ago #

  4. LTSJo
    Administrator

    Hi,

    I've just been informed that the customer updates were previously not working but have now been fixed. Hence you are now able to track your order.

    Thanks

    Posted 1 year ago #


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