Casual Male Retail Group, Inc.

Dear Revdex.com: Thank you for bringing the above-referenced Complaint against DXL to my attention. I reviewed Mr. [redacted]’s complaint concerning a refund in the amount of $95.21. After sharing the Complaint with [redacted], a supervisor in DXL’s Customer Service Department, who...

looked into the matter, I was advised that Mr. [redacted] is correct in his assertions that his refund was improperly handled.  We at DXL take pride in ensuring our customer’s satisfaction through vigorous employee training and ongoing efforts to improve upon our policies and procedures.  While we usually get it right, unfortunately, this time we were remiss in meeting Mr. [redacted]’s – and our own – expectations.    On behalf of DXL, I sincerely apologize to Mr. [redacted] for the extremely poor service he received.   Our ultimate goal is for every customer, regardless of whether they shop in the store for merchandise or place an order via the Internet, to have a pleasant and satisfied shopping experience, which includes hassle free returns and refunds.  While a refund in the amount of $95.21 will be made against Mr. [redacted]’s credit card today, please note that it may take a billing cycle to be reflected on his statement, which is outside of our control.  It’s my understanding that Ms. [redacted] or an associate in our Customer Service Department will reach out to Mr. [redacted] by telephone today to confirm the issuance of the refund, extend him a verbal apology, and also offer him a $25 DXL Gift Card as a form of make-good for the poor service he received. Again, we deeply regret the occurrence of this incident, and sincerely apologize to Mr. [redacted] any inconvenience he experienced as a result of this matter.     Please do not hesitate to contact me if you have questions or require further information concerning this matter.     Best Regards,[redacted]