Penningtons review: Product quality

Purchase a pair of jean Capri late April from the store in Victoria near mayfair mall, The other day the seam completely split open while at a conference, leaving me in a extremely embarrassing situation. When contacting the company their customer service online chat system is extremely slow waiting 5 minutes between each conversation reply, over all taking over an hour to only get that we have sent you a email and to please follow up that way. In the email it stated our policy for merchandise found to be defective allows for a full refund or exchange of items within 60 days of purchase - if the garment has experienced normal and intended use, the sewn- in tags are still attached, and the garment care instructions have been followed.

Before leaving the chat I questioned the customer service rep Charles about it being over 60 days he said to follow the instructions on the email ( send photos, answer questions on care etc) and they would look into this.

Now a week later I get a email back from Charles re-stating we have reviewed this matter, and unfortunately, we cannot accept the return or exchange of this item because it was purchased more than 60 days ago.

I have purchased many pants over the years from this retailer, never having this happen. I am appalled at the lack of customer service. These pants were not cheap and now I am left holding the bag from their lack of quality.

Hoping that they will step up and help resolve this simple situation.

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