ComplaintsforBig Men/Stout Men's Shop

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Oct 6th, 2023 sweatpants were sent back to the company and it was delivered ***** I sent tracking number information to company and they are saying they cannot return our money which is $51.90 because tracking number is invalid. I called the 800 number to the *********** and they found the item and said it was delivered on Oct 6 to mailbox. I also called ************ and they checked tracking number and said it was delivered Oct 6th, 2023.The tracking number is 9534-6110-2157-3275-9292 30. I am trying to get my refund. I have e-mailed 6 times and reply is the tracking number is invalid. sweatpants were sent to Bigmen.com *****************************************************************. They are withholding my money and I sent proof it was sent to them. They only do business through e-mail, I never got to talk to a person to get this resolved.

  Business response

  11/02/2023

  Our policies state refunds will be processed in the order they are returned to **, and within a 30 day period, which it was. We called ***************** today to confirm the charge date. She has been refunded for the cost of the item which she chose to return. The matter is resolved and closed.

• Initial Complaint

  10/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am writing to express my deep dissatisfaction with the experience I have had with your company. On September 29, 2023, I placed an order for a pair of pants and a belt through your website for a total of $171.85. My initial payment failed, prompting me to contact your customer service to provide an alternative payment method. While the customer service representatives were polite and friendly during this interaction, the subsequent events have left me highly dissatisfied.It has now been over a week, and I have not received a tracking number for my order. My attempts to contact your company have been met with significant frustration. Initially, my calls were met with a continuous busy signal, making it impossible for me to seek assistance. When the busy signal finally ceased, the phone rang incessantly without any response.In desperation, I had to enlist the help of a friend to call your number with an out-of-state number on my behalf, which miraculously resulted in an immediate response. This ***** contrast in responsiveness is deeply concerning and reflects poorly on the company's customer service standards.Given the circumstances and the lack of progress with my order, I have lost confidence in your company's ability to fulfill the purchase. I now firmly request a full refund for the order in question. It is important to note that the order, identified by order number #*********, remains in a "processing" status, and I have yet to receive any indication of when it might be shipped.This experience has been both frustrating and disappointing, and I expect a prompt resolution in the form of a full refund. I hope that your company will take immediate steps to address this issue and restore my faith in your business practices.

  Business response

  10/21/2023

  ********************** online form of payment was declined by his issuing bank. Once we received an alternate form of payment, we processed his order and it was a "Pending" shipment.

  Our ******* phone system does not have a "constant busy signal": we have multiple phone lines as well as a toll-free number *************) which customers may call and follow the prompts during our regular business hours. Our phone lines are monitored by **************** representatives six days a week, from 9:30 am EST-4:30 EST M-F, and Saturdays from 9:30 amEST-3:00 pm EST. If our phones are busy, customers have the option to leave a voicemail message for our staff, which come through our email at: ******************* These calls are monitored by staff after hours, and usually answered within 24 hours. Customers may also email us at: ********************** 24/7, if they have questions or need assistance.

  Other than the initial call made with his alternate form of payment, AT NO TIME did we receive a call from either ****************** or from his "designated" caller. No voicemail messages, and no email inquiries, either.

  ****************** had the "expectation" that his order would be delivered by a specific date: here is our policy, posted on our website, which ****************** apparently did not read:

  Thank you for your inquiry. Per the Terms and Conditions posted on our website, most Ground level shipments process and ship within **** business days. International orders process and ship as the goods become available, usually within the same time frame, unless the order is time-sensitive and specified as an Express-level shipment. Due to the volume of pandemic shipments worldwide, severe weather delays, and production and shipping supply chain delays, some shipments may take longer than expected. We will email tracking information to you as soon as your order is prepared for shipment. We appreciate your understanding, as well as your business with us.

  ****************** ordered SIZE 80 DRESS PANTS, with a SIZE 86 BELT. Only ONE manufacturer makes these sizes, and as a 77-year-old company, we ship these specialty sizes worldwide. 

  ********************** pants were in stock when he placed his order; the belt has to be specially made in this extreme size, and the manufacturer had not shipped it as yet, so that we could ship his order as "complete".

  Rather than contact us in a reasonable manner to inquire as to the status of his order, ****************** has also chosen to file a dispute with his credit card company. We are canceling his order based on this complaint as well has his chargeback dispute, and the items he ordered will be shipped to other customers who, quite reasonably given their sizing needs, have made appropriate inquiries and waited patiently for their goods.

  We wish *** ******* well in obtaining his sizes from another source, and we consider this complaint to have been fully addressed.

  It would have been much easier for ****************** to have contacted our concern either by phone or by email, rather than forfeiting his order.

  Customer response

  10/23/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  

  I find the response unsatisfactory, and the blatant misrepresentation of the situation, claiming I never contacted them, is baseless. I have submitted screenshots as evidence of my calls to both numbers listed on the website.
  It was unnecessary to describe the size I ordered as 'extreme' for a company that specializes in catering to plus-size men and boasts a 70-plus-year history. Such characterizations are deeply disappointing.

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  Business response

  10/24/2023

  Our original response stands. It's a shame ****************** didn't leave a voicemail when he couldn't get through, or send an e-mail aside from the only one he sent - confirming his original payment declined -- 5 days after he placed his order, in lieu of filing a complaint here.. We wish him the best. 

  Customer response

  10/31/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  

  I will regard this issue as resolved once they respond to my credit card company email, confirming the removal of the charge from my card.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  03/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid for a product and never received it. The company assured me that they were re-shipping and would provide tracking. at this point I have never received a response to an email or a return call and now when I try to call there is never an answer. I am looking for either a refund or the product that I ordered.

  Business response

  03/18/2023

  We shipped the customer, as promised. We sent the tracking to him, as promised. We wrote back to his concerns. He received the shirt. Admitted he received the shirt. Also admitted to ordering the wrong size/garment didn't fit. We welcome him to find the right item elsewhere. Should he return it, he will be be refunded the cost of the shirt assuming unwashed/unworn and consistent with our policies. The matter is closed. 

• Initial Complaint

  05/11/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I order a product on 4/27/2022, money is taken from my account on 4/29/2022 I don’t hear from them until I emailed on May 6, 2022 wondering where my order is. Then, I call numerous times and no answer. I email again saying where’s my order, I finally get an email stating it will be shipped in 4-10 business days as stated on our website. Then today comes and no shipment it’s the 10th business day, I called and an elderly lady answered and I said where’s my product? She says I emailed you that it’s been shipped and there’s a tracking number by USPS, there was no email stating the tracking number so that’s why I called. I said I need the number? She put me on hold for 11 minutes then comes back with the number and I said hang in let me check it, I checked it and it said a label was created. She comes back and hangs up the phone. Then I call back no s and I left tons of messages to say what’s going on and by this time I’m upset. I email back stating it has not been sent and where’s my product? No reply back. Then I get a email stating that there’s a recall on the product but before she said it was shipped. This company then sends me an email lying to me saying they refunded my money and the reason was because it was recalled. If it was recalled then why did she tell me it was shipped. I believe this business is shady and I emailed back stating this because she had the product because she told me on the phone that she had to special order and just got it, I said why couldn’t you just communicated this do I don’t worry that I was ripped off by an online service, she was rude. That’s when she purposely refunded my money when she had my product just to be vindictive knowing that my husbands needs this product for a paid fishing trip to the ocean. # Order number 000002370 # USPS tracking 9410811899562804655557 I have screenshots of this and emails also that I can provide.

• Initial Complaint

  12/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a jacket and vest on October 20, 2021 via the ******.com website. A charge was made to my bank account five days later on October 25, 2021 in the amound of $349.85.The items were returned on November 7th and received by the vendor on November 10th. To date no refund has been issued.The vendor has been extremely unprofessional concerning this return. They claim to have already refunded my money, but this is false, and they have not produced a receipt as proof. The company's return policy is already rather ungenerous as it is.

  Business response

  12/13/2021

  This complaint is invalid and frivolous in its nature. Customer ordered a sport jacket (in a "long" size), and a vest (in a "big" size -- two different lengths) and returned his entire order. When he inquired of his refund, we told him it can take up to 30 days for returns to be processed due to volume, especially during the busy holiday season. We informed the customer he was refunded within the time period and our system had sent him a receipt. We responded to this e-mail within an hour. When the customer claimed he didn't get the receipt, instead of giving us the opportunity to respond (on a FRI afternoon), the customer sends 3 e-mails and files a ******************** complaint. Unreasonable and frustrating from a business' perspective. Correspondence with customer attached as is refund receipt. Matter is closed. If customer hasn't received his refund...he should check with his bank, which is what we've told him already.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩