UNIVERSAL SURPLUS レビュー 

UNIVERSAL SURPLUS からの回答

2025年3月21日

Hello,
We’re truly sorry that your experience with our customer service didn’t meet your expectations. After reviewing our email exchange, we saw that a return label was sent shortly after your first message in January, and another one less than two hours after your second message in February. That’s why we were a bit surprised by your comment and truly regret if it felt like you were being ignored.

Regarding the sizing issue, it’s true that the tag on the pants showed W32. However, as our team explained, we always measure each item ourselves rather than relying solely on the tag, as sizing can vary significantly depending on the factory or era of production.

Our last exchange ended with you saying you understood and that everything was fine—which we really appreciated.

That said, if anything was unclear or if our communication wasn’t up to your expectations, we sincerely apologize. Please don’t hesitate to reach out again if you have any further questions or need assistance.

Warm regards,
The UNIVERSAL SURPLUS Team

UNIVERSAL SURPLUS からの回答

2025年3月21日

Hello,
We’re truly sorry that your experience with our customer service didn’t meet your expectations. After reviewing our email exchange, we saw that a return label was sent shortly after your first message in January, and another one less than two hours after your second message in February. That’s why we were a bit surprised by your comment and truly regret if it felt like you were being ignored.

Regarding the sizing issue, it’s true that the tag on the pants showed W32. However, as our team explained, we always measure each item ourselves rather than relying solely on the tag, as sizing can vary significantly depending on the factory or era of production.

Our last exchange ended with you saying you understood and that everything was fine—which we really appreciated.

That said, if anything was unclear or if our communication wasn’t up to your expectations, we sincerely apologize. Please don’t hesitate to reach out again if you have any further questions or need assistance.

Warm regards,
The UNIVERSAL SURPLUS Team

UNIVERSAL SURPLUS からの回答

2025年4月28日

Merci beaucoup !

UNIVERSAL SURPLUS からの回答

2025年3月21日 に更新

Hello Tim,

We’re truly sorry to hear that your experience didn’t meet your expectations, and we appreciate you taking the time to share this feedback.

First, we sincerely apologize if the jacket wasn’t properly folded or packed with care—it definitely shouldn't have felt rushed or careless. We’ve taken note of this and will remind our logistics team to ensure better packaging going forward.

Regarding your messages, after reviewing our inbox, we saw that your first email was received on Saturday, December 7th, and we replied on Monday, December 9th, sending you all the information to create your own return label via our return portal. That said, we're sorry if it felt like you were being ignored.

As for the jacket itself, we’re sorry it didn’t meet your expectations. As mentioned in the product description, this is not a deadstock piece but a genuine vintage French work jacket—so signs of wear such as loose threads or light distressing can be present. Many of our customers appreciate these marks as part of the garment’s story and character, but we understand that this may not be what you were looking for.

On the topic of color: it's true that these jackets were produced in different factories over different eras, which can cause slight variations in fabric and tone. While we aim to represent each item as accurately as possible in our studio photos, there can occasionally be small differences due to lighting, editing, or batch variations.

Finally, regarding sizing, we always include detailed measurements in the product description to help with fit, but we’re sorry if that wasn’t clear enough or if the fit didn’t work out for you.

Once again, we truly regret that your experience with us was disappointing. Please feel free to reach back out if you’d like to find a solution—we’re here to help.

Warm regards,
The UNIVERSAL SURPLUS Team

UNIVERSAL SURPLUS からの回答

2025年3月21日

Hello Sir,

We are truly sorry for the inconvenience you’ve experienced and for the frustration caused. We value our customers from all over the world, and Americans have always been one of our most important client bases. After reviewing our records, we’re still unsure what exactly went wrong, as our system automatically processes the shipping addresses, and we never manually change or add addresses. We’ve reached out to Shopify to investigate whether there may have been an issue on their end, as sometimes technical errors can occur.

Regarding the incorrect shipping address, we understand how upsetting this is, especially given the time it takes to resolve such issues. Unfortunately, there are strict rules about how long a package needs to stay with UPS before being returned, which is why the process can sometimes take several weeks. However, as soon as we received the returned package at our office, we immediately processed your refund on the same day.

We truly regret that your shopping experience was disappointing and apologize again for any inconvenience caused. If there’s anything else we can assist you with, please feel free to reach out.

Best regards,
The UNIVERSAL SURPLUS Team

UNIVERSAL SURPLUS からの回答

2025年4月28日

Merci beaucoup !

UNIVERSAL SURPLUS からの回答

2025年4月28日

Merci beaucoup pour le soutien !

UNIVERSAL SURPLUS からの回答

2025年4月28日

Merci pour le commentaire Killian !

UNIVERSAL SURPLUS からの回答

2025年3月21日 に更新

Hello Brett,

Thank you so much for your honest and fair review—it’s always appreciated and helps us improve.

We’re really glad to hear you’re happy with the navy jumper, and that the RAF tailor pants fit well, even if they didn’t fully meet your expectations.

Just to clarify, most of our products are indeed authentic military surplus, carefully sourced from trusted suppliers around the world. In this specific case, the Black RAF Tailor Pants you purchased are actually genuine surplus items—manufactured in China by order of the British Army itself. It might sound surprising, but even official military organizations sometimes outsource production to countries like China for economic and logistical reasons.

That said, we completely understand how this may have felt unexpected if you had a different idea of what “surplus” usually looks or feels like. Your feedback is really valuable and we’ll make sure to keep this in mind when reviewing how we present and describe certain items.

Thanks again for your support, and don’t hesitate to reach out if you have any other questions or need help with anything.

The UNIVERSAL SURPLUS Team

UNIVERSAL SURPLUS からの回答

2025年4月28日

Thank you very much! happy youlike your Cargo pants

UNIVERSAL SURPLUS からの回答

2025年4月28日

Merci beaucoup pour le soutien!

UNIVERSAL SURPLUS からの回答

2025年4月28日

Merci Octave!

UNIVERSAL SURPLUS からの回答

2025年4月28日

Merci beaucoup, Olivia ! Ravís que le pantalon et le pull vous plaisent.

UNIVERSAL SURPLUS からの回答

2025年3月21日

Hello,

We’re truly sorry your experience didn’t meet your expectations, and we appreciate you taking the time to share your feedback. We understand how frustrating this must have been.

We’ve taken past reviews seriously and made meaningful improvements to both our customer service and logistics to avoid situations like this. We’re sorry that wasn’t reflected in your case.

Regarding the product: we always aim to be transparent. The origin, condition, and type of each item—whether vintage, used, or deadstock—are clearly detailed in our descriptions. As for pricing, we regularly review market rates to stay fair. If you found a lower price elsewhere, it may have been wholesale or a different condition.

We regret that your experience left you disappointed. Our intention is never to mislead, but to offer genuine and unique surplus at the best value possible.

Best regards,
The UNIVERSAL SURPLUS Team

UNIVERSAL SURPLUS からの回答

2025年3月21日

Hello,

We’re truly sorry for the mistake and the frustrating experience you had. You’re right—this was entirely our fault, and we sincerely apologize for sending the wrong item and not providing the support you deserved.

As a growing company, we’ve been working hard to improve both our logistics and customer service to avoid situations like this in the future. Your feedback is important, and we’re using it to help us do better.

Thank you for taking the time to share your experience.

The UNIVERSAL SURPLUS Team

UNIVERSAL SURPLUS からの回答

2025年10月6日

Hello Morten,

Thank you for your honest feedback and for updating your review. We sincerely apologize for the lack of communication regarding your return and understand how frustrating that must have been. We’re glad to hear that your refund has been processed and that you were satisfied with your beanie.

Your comments are very valuable, and we’re working to improve our communication so this doesn’t happen again. We hope to have the chance to serve you better in the future!

Bests regards,
The UNIVERSAL SURPLUS Team

UNIVERSAL SURPLUS からの回答

2025年3月21日

Hello,

We’re very sorry to hear about your experience. It’s true that during that period, we faced structural and logistical issues that we have since addressed and improved over time.

Regarding pricing, we understand that it can be frustrating to see lower prices on marketplaces. However, these platforms often feature individual sellers who don’t have the same overhead costs as businesses. While we may not always be able to match those prices, we strive to offer fair value through curated selections, quality control, and customer service.

Thank you for your feedback—it helps us continue to improve.

The UNIVERSAL SURPLUS Team

UNIVERSAL SURPLUS からの回答

2025年4月15日

Hello,

Thanks for reaching out. First of all, we want to sincerely apologise for the delay in shipping and the overall frustration this situation has caused. We clearly didn’t meet the level of service you should expect from us, and we’re sorry for that.

Regarding your refund, it has been processed on our end.
If there's anything else that needs to be resolved, please contact us on this adress: info@universal-surplus.com

Once again, we’re sorry for the lack of responsiveness and the trouble you’ve experienced. We truly appreciate your patience.

The UNIVERSAL SURPLUS team

UNIVERSAL SURPLUS からの回答

2025年4月28日

Hello,
We’re truly sorry to hear about your experience and completely understand your frustration.

At the time of your order and return, we were in the middle of relocating our warehouse. Although this is not an excuse, the move took longer than expected and unfortunately caused major delays across all our processes, including returns and customer service. We are really sorry for the inconvenience this caused you.

We also recognize that communication during this period was not up to standard, and we sincerely apologize for the repeated delays and confusion regarding your refund.

That being said, we are happy to confirm that your refund has now been fully processed.

If you have any further questions, please feel free to reach out to us at info@universal-surplus.com, we’re here to help.

Thank you again for your patience and for sharing your feedback.

The UNIVERSAL SURPLUS team