(this is my first time posting, so if anything isn't alright, let me know and I'll try to fix it)
I have a question concerning FanPlusFriend.
I recently ordered a coat from them. Before I did, I asked them if I could have a different lining, since the default one is cotton and I need something thicker since winters in Canada are quite cold.
They replied to me right away, giving me 3 choices or linings with picture. Cotton, Soft Fleece and Thick jacquard. Since I didn’t like the color of the jacquard, I asked if there were other colors than black (it was the color they showed me) and they said I could get it in white, just to ask for it when placing my order.
There was no problem with that, I was happy to know it would all work out. Although when I had to place my order, there was no room to put a lining request. I sent an email asking where I should write it and never got a reply.
I checked the page again, and saw a box that said ‘other request’ so I wrote the type and color of lining I wanted. I didn’t get any message or anything so I thought it was all ok. Worse case, I would get the cotton lining if they didn’t understand my order which I would’ve dealt with even though it would be preferable to have a thicker one.
I got my package recently, and was disappointed. They didn’t put the thick jacquard lining at all. Not only that though, the lining wasn’t even what was written on the page; it was not cotton either! The lining actually is a very thin dark purple nylon one which is even worse than cotton :(
Now, I’m stuck with the coat that fits me well, but had a lining that isn’t what I asked for neither is the default one on the coat listing.
Did it happen to any of you? What should I do now? I have a coat but I can’t wear it like I wanted cause it’s not warm enough... Does F+F do any refunds or exchange or anything like that since it kinda is false representation...
I saw on their policy website here http://www.fanplusfriend.com/service/policy.htm that don’t do exchange or refunds on custom made items but can exchange a size if wrong, although in my case, they did the mistake of fabric not me...
Plus, shipping from Canada is super expensive, so I don’t even know if I could send it back >.<
Edit : Just checked PostCanada's website and it would cost almost 100$ to send the coat back there...
I want to write them an email, but I don’t know exactly what I should ask for. Can I ask for a refund or something? Be somewhat ‘hard’ with them (I can’t be too nice either, they won’t take me seriously..)
I guess what I’d like better would be some kind of money back or a new coat or something...
If you have any idea or any help, it’d be gladly appreciated!
Thank you very much for your time.