Truewerk Tracking Order Status

Not impressed. Ordered some T1 shorts and their length was reminiscent of Reno 911. Exchanged them for the longer inseam and received what looked like someone else’s return. They were stretched out and ill fitting. On top of that, the color I ordered originally was out of stock. Customers should be aware that even though Truewerk uses a DTC model, they charge a service fee for returns and take an excessive amount of time to refund. They claim they’re “cutting out the middleman” but they didn’t hesitate to create their own. They also claim to streamline costs, which based on my experience means quick to take your money and slow to deliver satisfactory goods.

I ordered a long sleeve rashguard/sun shirt from a Facebook ad from Truewerk. Decided to give it a shot and support a small business instead of buying from Amazon. I was a first time customer and an 18% coupon was presented as I was checking out so I used it. I also paid $9.84 for shipping to me which is fine. It didn't fit me so I returned it and paid for shipping back to them at the cost of $9.50, which is also fine because that's their policy. When I was refunded, Truewerk charged me for the 18% discount they had given to me as a first time buyer. This is the breakdown. Original price: $44.00 18% discount coupon: $7.92 Shipping to me cost: $9.84 ________________________ Total to ship to me: $45.92 ________________________ Shipping back cost: $9.50 Expected total refund to me: $36.42 What they actually refunded: $26.56 They charged me $7.92 for the discount coupon they had offered me in the first place. When I inquired about the refund, this is what Jimmy from customer service responded with. I'm copying and pasting verbatim below. ---------- "Since you applied an 18% discount code on the original order, we took that into account when refunding you. We also have the customer pay for the shipping label that we provide when they select return for refund. This label is usually around $9.50. Let me know if you have any other questions. All the best, Jimmy" ----------- I've worked online full time for 21 years straight and a portion of that was in consumer e-Commerce. This is the first time I've come across this type of refund. It is a dishonest policy because throughout the process, I was never made aware that I was going to have to pay more than what was charged to my card and that I would be charged for the discount that was given. Buyer beware.