Proper Cloth — Local services in New York

Unfortunately, my experience with this company was not a good one. I ordered a custom-fit shirt from them, and carefully followed the tracking.

When I saw that the tracking indicated that the item had been delivered to another state, I contacted customer service. They completely dismissed my concerns. They told me that the item had been reshipped (since I use a PO box--which, incidentally, does accept deliveries from non USPS shippers). Moreover, they were unable to provide a tracking number. They suggested I wait, and it would just be a few more days.

I waited. And waited. Finally, after a few more weeks, I contacted customer service again, and requested that they either provide a tracking number, or issue a refund. They told me.... to wait. They would look into it.

After another week, they admitted that the item was lost, and that they could not locate it. The customer service agent suggested that they remake the shirt. I told him that I had already requested a refund--repeatedly. After another few days, someone else reached out and told me the refund was "processing".

I understand that things happen, and this is not a problem. What is a problem is when a company dismisses a known issue. This problem should not have taken a month and several (approximately 6) emails to customer service to solve--it should have been promptly addressed as soon as I brought the issue to their attention.

I will say that customer service was otherwise responsive, though they didn't appear to go to great lengths to address the problem. The fact of the matter is that Proper Cloth was not able to provide the item and service they promised, and the back-and-forth with customer service should have been unnecessary and was a significant drain on my time. End result: it took nearly 6 weeks for them to address the problem, I do not have the item I ordered, and the refund still hasn't posted to my card (though I'm hopeful that it will soon, if I..... just wait a few more days). Thanks, Proper Cloth! What a complete...

Edited: Within an hour after I posted the original review the head of customer service reached out to me both by email and by phone. She apologized profusely and searched her system for my emails - but couldn't find them. She seemed very sincere (and a bit angry) about finding out why neither my emails or phone messages hadn't gotten through. She then worked with me immediately to get everything taken care of. My opinion is now that they have great customer service - once you get through to them. Hopefully they'll fix their messaging systems so that in the future no one else will experience the same frustration that I did. Original Posting: Terrible. Can't get through. No answers to my emails or messages. Maybe this company is good for existing customers, but my experience is that they don't want, or perhaps can't handle new customers because they are overwhelmed. The first shirt was definitely not the size I ordered. I reordered it. The second is better, but still not what I need - especially since I want to order multiple shirts. However, there is no way on the website to reorder the second time (like they advertise). The button that was there the first time doesn't appear anymore. The "reorder" button takes me to a section where I can order a new shirt with the wrong measurements. I sent emails asking for help. No answer. I tried calling during their regular business hours. I waited. And waited. Then I got a recording asking me to call back during their business hours. I called at 4:30 pm EST and they claim that they take calls until 6 pm. At this point I consider this to be a fraudulent purchase and will get it refunded through my...

As a slimmer guy at 6'3'', with a large neck, I've found it almost impossible to find tailored-fit shirts off the rack that fit my body where I'm also able to button the collar. I work in a professional environment and got tired of looking like a bum while wearing a suit and tie with an unbuttoned collar. Started looking for custom options and found the company online. The website makes it easy to set up your basic measurement profile which you can store for all of your future purchases, and you can go back and tweak it at any time. At first I was hesitant to pull the trigger because of the price. Certain companies offer better "deals", but lack in variety and ease-of-use online. There are certainly cheaper options, but the variety of fabrics and levels of customization are endless on the website. I figured I have a decent job now and can afford something nice once in a while, so I'll get one and if it's not that great, then I don't have to order any more.

The first shirt came three weeks later in the mail. It's creased and wrinkly coming out of the packaging, but any shirt is like that. Once it came back from the dry-cleaner I was so impressed by the fit and quality of the shirt. There were no dangling threads or tattered edges inside the seams. The collar fits perfectly as does the rest of the shirt. I've since ordered 3 more shirts, and every time I get a follow up email from the company making sure that everything went well with the experience. I definitely would recommend them to anybody with tricky measurements needing to look their best. Thanks Proper Cloth and keep up...