Carhartt

"Let me start by saying that this is not a review of the product being sold here, but more of a review of the customer service this place has to offer. I shouldn’t be surprised with how customer service as a whole has fallen to the wayside, but I am surprised for a company like Carhartt to allow such an unqualified group of people run this store. I strongly suggest this location be audited for customer experience from the staff they have put in place. As for me, I will never return to this store for any of my Carhartt needs. Let me breakdown the situation that occurred. I purchased a Super Dux jacket which is not one of the cheaper options by a long shot. I paid $200+ for a single jacket because I believe in the brand and had great experience with my last jacket that I have had for 17 years. After a few days of wear, the seam in my left pocket in the jacket had completely come undone exposing the insulated material. I called the help line for Carhartt from their website but they were unable to help since I purchased in store. No worries, that part makes sense to me. I call the store and they tell me that they don’t have that jacket anymore and have no idea if they will get any in until next winter season. This feels like more of a gap in training knowledge than what actually is the case. I was offered another item that was cheaper and dropped in “warmth rating,” or a different color for the same product. Usually I am flexible, but when purchasing a $200 jacket, I want it to be the way a want it. I asked what my other options would be and they said to return it to the store so that we could issue a gift card to purchase it online. I asked if they could order one and ship it to the store so that I could come and exchange it but that was a no go for them. Fast forward 4 days, I finally had time to stop by the store to get the process started. I double checked to make sure the jacket was out of stock and sure enough it is. As I went to the desk to get some help is really when the experience started to take a turn. I let the associate know of the defective product and told her that there are not anymore on their racks. I asked what my options were from this point. She looked at me and shrugged her shoulders and said verbatim “what do you want me to do about it?” Taken back, I stated I just paid $200 for a jacket that is defective and would much appreciate if we could get the situation handled. She claimed there is nothing they can do about it and that I would need to go get a receipt to prove I bought it. I confirmed I didn’t have my receipt on me but would be more than happy to give a card number or pull up my account to prove the purchase. Her response to me was that she had no way of helping me and that she would need to go get her GM. Team members name was Lucinda. She then left to go get her GM which was a huge ray of sunshine and eager to help in absolutely no way possible. He started off by looking at me with a face of disbelief that I am bringing this jacket in and said they have absolutely no way of pulling up a receipt on their end. Then proceeded to tell me I was out of luck since I didn’t have that receipt. I told him what Carhartt call center suggested and what the person from the store on the phone suggested. He was then corrected by Lucinda who said “well we do have a way to look it up.” He was quick to cut her off and said he needed me to pull up bank statements to prove the purchase was from that store. Then starts the process of them calling to verify what to do and 20 minutes later they issue a gift card and purchase it online for me. Exactly what I suggested in the first place and they were adamant was not a possibility to do. That team members name is Kris. I write all this to warn anyone that would like to purchase something from this store. Do not expect customer service of any kind. Save the hassle and headache and order it online. To whomever reads this from Carhartt, you need to audit this store and quick before these individuals run it into the ground."

"Came today shopping for an extra warm coat ! Thank God Lucinda helped me ! She is pleasant , professional , patient and in my is an asset to this Company! Very grateful today for her service while visiting from California in Texas"

"Darien was ZERO help and had a terrible attitude about the situation we, as the customers, were put in. I purchased a $50 gift card for my husband, in person, at this location on Christmas Eve. I brought my husband in the day after Christmas (today) to use his $50 gift card and he was going to by a hoodie and pay the couple dollars out of pocket. When we got to the register to pay she ran the gift card and it said “ERR balance: $0.00”… How is that possible if we haven’t even used it? I showed my receipt from when I purchased the gift card and let him know I have the bank statement showing $50 was taken out of my bank account for the Carhartt gift card. The gift card # on the receipt matches the gift card itself. Darien said it’s not his problem and he wouldn’t be able to help. One of the girls offered to call customer service but Darien interrupted her and told her it’s not their job and that WE as the customer would have to call customer service ourselves. I called customer service while in the store and provided all the info and she was kind over the phone but said she would have to email someone to get the location of where the gift card was used at… *Update* She said she would have someone email me by the end of the day and they never emailed me. It’s been weeks. So far I’m not okay with this. I WILL NOT be back to this location due to the attitude from Darien. I’d be curious to know if one of the cashiers wrote the gift card number down during the process of ringing up the $50 gift card and used it for themselves. I’ve seen it happen at other retail stores and wouldn’t be surprised if it happened here."

"The Carhartt brand was sprung on me by my son a week before Christmas. I look, Google, and all over. All sold out in his size everywhere. I was the hair stylist, and she suggested Google stores around Texas that sold Carhartt. Thank God it popped up. A brand new Carhartt store had opened up on the northwest side of Fort Worth. I called and put the jacket on hold. I live 1 hour+ away. It was worth the drive. The whole customer service experience was outstanding. All I had to do was give my name and pay. My son was so surprised because I had told him I would have to order online, and it would be after Christmas. All of my sons received jackets for Christmas. Thanks, Carhartt for thinking of us and opening a store in FW area."