DXL Big + Tall — Local services in Buford

Dear DXL Customer Service,

I am writing to file a formal complaint regarding an upsetting experience I had at your Buford Georgias store on June 13, involving the Store Manager, Teressa.

I visited the store to exchange a pack of tank tops that I had purchased the day before, as they were too small. When I approached Teressa to explain the situation, I was told she could not exchange the items because the packaging had been opened in a way that made it "unresellable" and she would not be able to make a profit off of them. I explained that, as a customer, I was returning a product that simply did not fit and was doing so within 24 hours of purchase. Nowhere in the return policy does it state that an item cannot be exchanged due to how it was opened—especially when the product is not damaged or worn.

Rather than offering any solution or alternative, Teressa gave me dismissive and rude behavior—rolling her eyes, making facial expressions of annoyance, and giving off the impression that I was bothering her. When I told her that I felt I was being treated unfairly and disrespected, especially as a long-time customer, her behavior continued in the same tone. At no point did she inform me that there were other options, such as contacting customer service or returning through another method.

Eventually, she walked away and had another employee complete the exchange—without any issue. This only reinforced my belief that the situation was mishandled from the beginning and could have easily been resolved respectfully and professionally.

To make matters worse, this is not the first time I’ve felt unwelcome when Teressa is working. There have been multiple occasions where I’ve received similar dismissive treatment and cold body language that make me feel uncomfortable and judged when I walk into the store. Based on these repeated experiences, I honestly feel that I may be the target of racial profiling. No customer should be made to feel unwelcome or like an inconvenience based on how they look.

I drove 45 minutes to this location because I value DXL and have shopped with you for years. I expect to be treated with courtesy and respect, and I sincerely hope that this issue is addressed promptly. Store leadership should be held to a high standard of professionalism and customer care, and unfortunately, that was not what I received from Teressa.

Thank you for taking the time to listen to my concerns. I would appreciate a follow-up to know that this matter is being...

When I found this store I was very excited! I’ve spent quite a bit of money from dress shirts, dress jackets and casual wear. I’ve had my trials and tribulations with this store. Never seem to have my size and always get it shipped to my house. Their dress shirt brand is cheaply made and the collar yellows after a few dry cleaning. The prices are about $15-25 too high for the price point of the clothing. There is a club but I’ve NEVER received anything from it! And then this past week I went to spend a $100 to get the $30-off (common discount) and I went to check out and then gave them a extra $20 coupon that I received in the mail. You’d thought the world was ending. I was told by the sales associate that the (now disappeared) manager that I couldn’t combine the two discounts. The salesperson also stated that earlier that day the same issue happened and the customer got upset and she allowed it. So do I need to act out to get the combined discount? I’m done with...

Discount signs on merchandise racks lead you to believe things on sale, when they are not, or not at the discount on sign. Feels like a bait and switch tactic.

Unfortunately, we didn't catch the error prior to paying. Couldn't get a correction in their system, so tried to simply return on the spot. Cashier was unable to get credit card refund system to work, customer service was closed, the manager and assistant manager were not on site, and the assistant manager on phone refused (said wasn't allowed) to make either a cash or merchandise adjustment.

Maybe this is par for clothing retail, but Home Depot, Kroger and other stores could easily fix the issue for their customers. Most...