Carhartt Inc Corporate Headquarters — Attraction in Dearborn

It seems I have offended Carhartt because: I choose NOT to work with people that I can’t understand, names I can’t pronounce and from countries I can’t pronounce. I called 10 times in hopes of finding a rep, I could understand with a name I could pronounce because I really wanted to buy a specific jacket! It took a lot of patience when it would have been much easier ti simply buy a jacket elsewhere! So much for brand loyalty! I’m 68, born and raised in America and for the life of me I don’t understand why companies like Carhartt hire phone customer service people with such strong accents that they are difficult to understand and very often don’t understand you! Recently I phoned Carhartt to ask specific questions about a winter jacket, I knew it was a female, but couldn’t understand her, so I left the call. I called back several times hoping to get someone that spoke clear english, it took several tries until finally I found someone I understood. I sent a photo of what I wanted and asked how could I get this particular jacket, she looked and said she found it and sent me a photo. My photo and hers were different, I said this isn’t what I’m looking for, I’m looking for a jacket like the photo I sent you. She said this was the closest she could find. I thanked her and said I wasn’t looking for a close match, but for the specific jacket in the photo! I asked if she could research the model number and perhaps I could search for the jacket I wanted with that, she said she couldn’t find it. We ended the call. A rep couldn’t find a model number of a jacket just a few years old in the Carhartt system…strange. I called back and got another person I could understand, we went through the exact same program as the previous call right down to, he found it and sent me a photo which was the same as the previous call! Again I said thats not the what I’m looking for, he said the one I wanted was discontinued and that he and his team couldn’t find it. I said surely its in the Carhartt computer of which I don’t have access, could he please find it and give me the model number to which he said it was no longer in the system! I left the call! I called again and asked for a manager from a very professional and polite lady, she sent me to “leadership!” Janeen asked why I had called 10-12 times, I laughed and said great question as there are a plethora of companies selling jackets, but I had hoped to find this one. She looked it up and gave me the model number, imagine that, it was in the Carhartt system! She said going forward just ask for leadership, she has been with Carhartt for 11 years and many people on the phone are new and learning. I said I understand, but when I call a company I like to speak with a seasoned professional so my specific questions can be answered honestly and then I can spend my money with them. She said she understood!

I wound up ordering 8 jackets about $800.

I had a question so I called back and a recording came on saying the call could not be made.

It seems someone had blocked me from calling Carhartt as well as their leadership team.

My suggestion is that Carhartt seems to have employed entitled people that have little to no social skills and expect to be coddled, so try: Patagonia, LL Bean, REI and The North face These are 4 companies that hire well trained professional customer service staff that treat you with respect and appreciate your business!

Carhartt appears to have changed their business model of treating customers as though they are appreciated and have adopted a very cavalier attitude of not caring if we do business with them or not!

Do you like doing business with people that don’t care about you or with a company that appreciates you?

As a customer its my choice to choose who I work with and who I don’t, I get to choose the sales or customer service person I want. Some businesses believe it’s their choice and it’s a privilege for us to do business with them. The odd part is money spends everywhere, not just with 1 company!

Fun Fact, people do business with people...

I am having almost the same issues as the comment about December 6 issue with Carhartt I sent a coat to have repaired at the beginning of November, it was sent back to me on December 6 of 2023 the repairs were very shabby. I called back and asked if I could return the coat to be repaired once again I was not satisfied with a patch that was falling off the jacket the assistant that I got a hold of at Carhartt told me they would take care of this for me would send me a shipping label to put on the box and return it. I called back after Christmas to see about the coat and no one can seem to find it. They asked me if I had tracking on the label that they sent me which I did not keep it was generated by Carhartt and they should have this in their system of generating a shipping label for me in December for a return they keep telling me after calling back five times that they cannot find any code of mine. I asked them to look into their system for the label that was generated for me, and they would find the tracking number , they tell me that they can’t find nothing. This is a very rare coat a classic I am very sad and by the efficiency of this company if this is true about the label that they cannot find that they generated for me. What does this seem to tell about how they run the business they seem to have good quality products but poor quality Customer service, hoping they will find this tracking number soon but if they don’t, I would be very hesitant to deal with them ever again...

Long-time user of Carhartt clothing. Recently had 3 Force T-shirts go bad. The Thundercloud, blue color, ran first time washing. Only color that had this problem. First time I ever had an issue with Carhartt, so I contacted them via email thinking they would send me replacements. Wrong. They asked for proof, which is fair. I went through the process of taking pictures of the shirts, swearing I washed them correctly and taking pictures of mfg. tags and sending pictures of receipts. A few days passed, no further contact from them. Went on their chat site, went through all of this again. I was told to mail the shirts to them and they would decide if they were defective. Wow. I even sent them info that other people had posted online with same shirt and color. Not good enough. So here I wait. Unbelievable customer support and service. I need to find another company who makes workwear. Months later, still no resolution. I gave up. I guess that’s what they expected and is how they handle...