SPIER & MACKAY レビュー 

SPIER & MACKAY からの回答

2025年12月5日

Thank you for your review, and we're sorry for the frustration regarding your return. I want to clarify the timeline, as it may help explain what happened.

You shipped your return on November 25, and it was delivered to our U.S. facility on November 29. It was checked in on December 1, which is when our team can begin processing refunds. Because your return contained multiple items, we wait until everything is physically verified before issuing the refund, this helps prevent errors and ensures accuracy.

Your refund was processed in full on December 4th.

We understand waiting for a refund can feel slow, especially around the holiday and U.S. Thanksgiving period when carrier delays are common. That said, your refund is now complete, and you should see it reflected on your original payment method shortly.

SPIER & MACKAY からの回答

2025年11月29日

Thank you so much for the support!

SPIER & MACKAY からの回答

2025年11月29日

Thank you so much for the support! We're working on our logistics as the shipping from Canada to the US requires some extra steps now to clear tariffs.

SPIER & MACKAY からの回答

2025年11月29日

Thank you for sharing your feedback. We’re sorry to hear your pickup experience didn’t meet expectations. Even on busy days, it should feel quick and smooth, and it’s clear we didn't deliver the experience we expect from our team.

We’ve reviewed the situation with our manager and the staff in question so we can understand what happened and make improvements. While there was a brief delay due to another customer being assisted, the interaction clearly didn’t feel seamless from your perspective. We’re reinforcing with our staff how important it is to complete pickup orders promptly and ensure every guest feels acknowledged.

We take all customer experiences seriously, and we’re always working to deliver a welcoming and professional environment for everyone who visits us.

SPIER & MACKAY からの回答

2025年11月29日 に更新

Update:
Thank you for taking the time to share your feedback. We understand how stressful it can feel when you’re ordering for an important event, and we’re sorry the experience felt longer than expected.

After reviewing your order, here’s the exact timeline:

Your order was placed on September 19 and included tailoring. Tailored orders follow our posted timeline of 9–12 business days, which includes 7–9 business days for processing plus an additional 2–3 business days for alterations.

Business days refer to Monday through Friday and do not include weekends or holidays.

Your order was completed and transferred to our U.S. facility on October 1.

Tracking numbers are generated once the package arrives at our U.S. facility, not while it is in cross-border transit between Canada and the United States.

Your UPS tracking label was created on October 6, which is 11 business days after the order date, within our posted timeline for tailored orders.

Regarding the comments about barcoding and fulfillment technology, we want to clarify that all orders are processed, scanned, and tracked through our internal warehouse management system. The only stage where no UPS tracking number appears is during the cross-border handoff, because the carrier creates the label once the shipment is received at the U.S. facility. This is standard practice with consolidated international transfers and does not reflect a lack of technology or tracking.

We understand that receiving the tracking email on October 7 made the process feel longer, and we are working on clearer communication around the cross-border stage so customers have more visibility throughout the process. Thank you again for your feedback. We are continually working towards improving our logistical and customer service experience.


This is disheartening to hear. Please reach out to our CS Manager Deanna at dnicol@spierandmackay.com she should be able to help resolve this and dig into the issue.

There has been delays with both CBSA and CBP at the US border clearing through to the USA that has added 3-5 days processing before reaching the US Warehouse. Apologies for the delay. We can have the package expedited from the US warehouse once it reaches.

SPIER & MACKAY からの回答

2025年11月29日

Thank you for the support!

SPIER & MACKAY からの回答

2025年11月29日

Thank you for taking the time to share this feedback. We’re sorry that connecting with our team felt so difficult, that’s not the experience we want for anyone, especially when you’re trying to confirm sizing before placing an order.

Our phone system does direct calls to voicemail during periods of high volume. Those voicemails are monitored throughout the day, and our team calls customers back as soon as possible. In this case, we didn’t receive a message from you, which made it harder for us to know you needed assistance. That said, we understand how frustrating it must have felt to try several times without getting through, and we’re reviewing our coverage to make this process smoother.

Regarding your Ulster coat, we understand how sizing can feel confusing with garment measurements. We’re glad you’ve since connected with our support team. We’ve made a an exception to accept the return and arranged a call with one of our product specialists to walk you through sizing and help you select the correct fit.

Thank you again for bringing this to our attention. Your feedback helps us improve, and we appreciate the opportunity to make things right.

SPIER & MACKAY からの回答

2025年11月29日

Thank you for taking the time to share your feedback. We’re sorry your order experience felt unclear, we understand how frustrating it is when a package doesn’t arrive as expected.

After reviewing your order, here’s what occurred:

Your order was processed and shipped from our facility within our typical timeline.

Our standard processing time for U.S. orders is 7–9 business days, as cross-border logistics and handoff to our third-party U.S. warehouse add additional steps before UPS takes final delivery.

Business days refer to Monday through Friday and do not include weekends or holidays.

UPS scanned your package into their system but did not complete delivery.

Instead, UPS simply returned the shipment to our U.S. warehouse partner in New Jersey without reason.

The warehouse then automatically sent the package back to us. Because no notification was given about the misroute, it appeared to us as a standard return, and our team processed your refund immediately upon receiving it.

This type of carrier misroute is highly unusual. We ship several thousand packages to the U.S. each month without issue, and this is not representative of our normal process. We are working closely with UPS and our U.S. warehouse partner to ensure that any returned packages are re-shipped immediately and that we are notified if something out of the ordinary occurs.

We’re genuinely sorry for the inconvenience and the lack of clarity around the tracking.

SPIER & MACKAY からの回答

2025年11月29日

Thank you for the support!

SPIER & MACKAY からの回答

2025年11月29日

Thank you for the support!

SPIER & MACKAY からの回答

2026年1月26日

Thank you for sharing this feedback. We’re sorry to hear this was your impression.

We take order accuracy and customer service seriously, and when an incorrect item is ever shipped, we issue return labels and resolve the matter promptly. In the case you’re referencing, our records show the issue was acknowledged, return labels were provided, and the return was processed without dispute or hostility.

We also strive to be fair and transparent in all interactions. If there’s something we missed or could have handled better, we’d genuinely like to review it. Please reach out to our support team with your order details so we can investigate and make this right.

We’re continually improving our service, shipping, and support processes, and feedback, positive or negative as this helps us refine that experience.

SPIER & MACKAY からの回答

2025年4月14日

Hi Daniel,

Thank you for taking the time to leave a review. We're genuinely glad to hear that you appreciated the fit, quality, and price of our suits — that’s something we work hard to deliver.

We’re sorry to hear that you felt your experience with our customer service was negative. After reviewing your communication with our team regarding your November 2024 order, we’d like to clarify a few key points for anyone reading.

The issue you raised was regarding the color of an overcoat you received, which you felt did not match the product photos on our website. Our representative responded professionally and respectfully, explaining that our photos are taken in a studio setting with professional lighting, which can make colors appear differently than in dim or indoor lighting. That said, we offered our standard return instructions, so you had the option to send the item back for a refund.

However, it appears that the main frustration stemmed from your expectation that we refund part of the customs duties and taxes you paid. Since you chose to opt out of our pre-paid duties and taxes service at checkout and elected to pay them directly to your local customs office, we are not able to refund those fees — they are assessed and collected by your country’s government, not by us. We also informed you that if you chose to return the item, you could reach out to your local customs authority to inquire about recovering any applicable duties.

Additionally, we want to clarify that during your first order, you asked us to under-declare the value of your shipment to avoid higher import fees. As a company, we are legally obligated to declare accurate values on all international shipments and cannot comply with requests to alter customs documentation.

Lastly, we’ve reviewed all correspondence and found no instance where our staff were rude or hostile. Our team strives to provide courteous, honest, and professional service — even when we are unable to fulfill a specific request.

We understand this may not have been the resolution you were hoping for, but we stand by how the situation was handled. Thank you again for your past support, and we wish you the best going forward.

SPIER & MACKAY からの回答

2025年12月5日

Thanks so much for the support and kind words!

SPIER & MACKAY からの回答

2025年12月5日

Thank you so much for the kind words and the support!

SPIER & MACKAY からの回答

2025年4月14日

We’re sorry to hear you were disappointed with your experience, and we appreciate the opportunity to clarify a few key points for any customers who may be reading this.

Our sizing information is clearly listed on every product page via the Size & Fit Guide, which specifially notes that our garment measurements are different from standard vanity sizing. A size 28 Slim trouser, for example, is designed to fit a natural waist measurement of approximately 28", but the garment itself will measure slightly larger (about 30") to account for comfort and tailoring flexibility. This is standard practice in tailoring and is noted in our guide, and this is not hidden away in a non-accessible font.

When you first reached out to our team on March 10, our representative responded promptly and explained this sizing approach in detail. After you mentioned on March 14 that your waist measurement is actually 26", we further clarified that in this case, a size 28 would indeed be too large, and we could have better assisted with size recommendations had we known your exact measurements earlier in the process.

As you ordered a hemmed pair of final sale trousers, we were limited in how we could assist with returns, but we did our best to provide clarity and support throughout. Our intent was never to shift blame, but rather to explain our sizing philosophy and how we might have helped select a better fit had more details been available from the start. Additionally, we very clearly state not to hem or alter garments if your a first time customer or unsure of your fit/measurements. If you took to trousers to a reputable tailor and they did not fit as intended, you should have reached out before having them altered.

The issue seems to be you had the garment poorly altered and still expected us to offer a return. Our advice was to reach out to a tailor first to get a correct opinion before having any work done. The tailor should have advised that they would be taking in more than 1.5", and thus causing the issue, rather than just going ahead with the work and leaving you unsatisfied.

We understand your frustration, but this situation has more to do with your communication with your tailor rather than the garment or our service. Again, Our advice was to speak to a tailor first, not simply having the work done without proper communication.

We 100% stand behind the products we sell, and we have for over 15 years.

In reviewing the email chain, we could not find any instance where our reps were rude or unhelpful.

We're always happy to help customers choose the right size—especially when specific body measurements are provided in advance.

Thank you again for your feedback.