R Bryant Ltd — Local services in Williamsburg

I bought a product there because I like supporting small businesses. I could have purchased the same product online from the manufacturer directly. My purchase had a defect after a couple wears. I called the company and they are replacing my product because of a known defect. They are going to make me pay for shipping so they advised me to contact the store I bought the product from to see if they would cover the shipping.

I asked the gentleman at the store if he could send me out a new product and a shipping label and I said I really can’t be without my purchase and explained the application and the importance of the purchase. He explained (in a condescending tone, I might add) that he couldn’t send me out a new purchase without getting the original purchase back. I get that but I’m not trying to rip off the store out of a $220 product.

I asked if they would pay my shipping and he said no that they would have to cover that and they won’t do it. I guess I can see that position but are you as a small business willing to sever a relationship over $24.70 in shipping? The answer is yes and you get a bonus lecture about how business works over the phone.

It was not a pleasant call. Could I have presented myself better? Absolutely and I own that... but a small business that does not stand behind a product and quibbles over $24.70 in shipping for a product worn less than 10 times (and a company acknowledged defect)is not someone I will do business with in the future. I would caution anyone else in doing business with someone that is willing to not take care of a customer over $24.70. I go to Williamsburg quite frequently and I will find somewhere else to do my business the next time I want to spend my money. Poor look for a small business. Buyer beware.

By the way, the way I would have handled it would be to ask for the pictures and email correspondence from the manufacturer. I would have then offered to reimburse the shipping and would have shipped the replacement item once I saw a receipt that indicated the item shipped. Again, losing a potential customer and future customers that read the post over $24.70 is not a hill I would die on. This is the first “high end” store that I have been to that does stand behind customer service or the products they sell. I know this place has been around for a long time but losing customers in the realities of Covid and the push away from small businesses is not the way to stay afloat in the new business environment.

Again, as a fair representation I was not the nicest but there was a much better way to handle it. Do not portray yourself as high end when you will not be willing to do anything to...

1st class. I buy a piece or two each year from them. Yesterday it was a VIYELLA shirt. The gentleman whom work there explain the pros and cons of each fabric and style and make sure I am always making an informed decision. Last year I got a Forsyth shirt... always getting compliments too. My wife bought me the nicest red sweater I've ever seen....it's a Belford and is cashmere. Like true professionals, they remember every piece they've ever sold me too. If you want to save money, go to Brooks Brothers Outlet; I did once...but I got what I paid for in an I'll fitting shirt. If you want impeccable service, clothes that you can wear for decades and they still be in style, and.the absolute finest in quality...Rusty and his team are there to help...

William helped me with the decision making process of a Barbour jacket, I had been looking at them for months and was convinced I knew what I wanted, but when I asked to try them on, he instantly went into form and was a perfect gentleman, he helped me decide what jacket I needed for the activities and work type that I do. He got the fit right the first time and we even went through options, including different jackets. I ended up leaving with a tie, but will be back for two jackets when it gets a little...