Marine Layer Tracking Order Status

Probably my favorite clothing store all around.

The recycling program is less eco-friendly now (they have to ship an envelope to you and you have to send it back) and requires you to pay $20 for an envelope to get $40 back. Customer service doesn’t reply via email or phone. Top it off, the salespeople are unhelpful and have no interest in actually serving customers. What gives?

My Marine Layer experience in a nutshell: shady, unprofessional, unresponsive. I won't be giving this company another dime and neither should you. I ordered a few items, one of which was too small. When I contacted them about returning it, they lied about the item being marked "final sale" even after I sent them screenshots of their own website, where it said nothing about final sale on the product page, the cart, or during the checkout process (the product page literally says "free returns" right on it). Phone customer service is nonexistent. I went back and forth with someone over email who was rude, unapologetic, and shady as hell. After a few emails, they literally ghosted me. 10 days later, and I'm still trying to track down my money.

The store gets 5 stars. I love their products and I'm always happy with the service I receive in store. However, when I ordered an item with express/next day shipping, the company sat on my order for a day. I followed the next morning to say, "hi, would you please update me on my shipment?" No response. I wrote again the next day and asked for an update. I received a response some time later that said, "oh yeah, we've sent it out," which wasn't true. They'd created a UPS label, which indicated that the item would arrive 5 days after the order was placed. I asked if they would please do me the courtesy of refunding the item, as it was purchased for a vacation. They told me that they couldn't do that because it was already sent out (untrue, only the label was created). Their response? "But you can send it back to us after it arrives." Well, the problem isn't the I don't want it. The problem is that I don't want it 5 days late, after I've left town for vacation. I followed up to show them that the item hadn't been sent out for delivery, sending a screen capture from the UPS tracking site. I reiterated the I would like this item canceled and refunded, as it would arrive too late, and it's not too late to cancel. No response. Why should I pay an additional $25 for overnight shipping on an item that's $88, just to have it arrive so late? If Marine Layer is too small to handle logistics for overnight shipping, they shouldn't offer it on their website!

I love the store. They make returns super easy and always free, no questions asked.