Jiberish Customer Service Story

I was hesitant to post this because I am the whiny, ungrateful customer in this story. However I felt I needed to get the word out on the level of customer service that Jiberish provides. You may have seen me post about this here and there in some Jib threads, but this the final update. It's a long read.

About a month ago I received my premium sweats from Jiberish. They were everything I dreamed $85 sweats would be and more. Amazing quality that seemed even better than my blacklist hoody, and super warm and insanely cozy. Later that day though I noticed that some of the quilted stitching was coming undone already. It was cosmetic, but that stitching was a big part of the reason I first bought them.

I emailed customer service about it and promptly received a reply the next day from them apologizing. They explained that they were hand stitched and that would happen from time to time. They said they would send out a replacement and gave me a prepaid shipping label to send mine back. I asked them if I would be able to just get another discount on a pair of a different color. My thought process was that I would save them money and I could get another pair. They told me no, that wasn't their policy, and I said ok then and sent mine on their way. I won't bore you with the details, but there was a miscommunication somewhere in there and I ended up receiving a replacement pair in the wrong color.

I e-mailed them again this time and told them they sent the wrong color sweats. They basically told me they had sent theirs out before I sent mine back and that was why. This confused me because I was told they would send my new pair out after they received confirmation that I sent mine. Also, their shipping label was posted as the 14th while mine was the 12th. Believe me this part is way more detailed but I am doing my best to paraphrase. They asked me to pay for the return shipping this time. This kinda set me off, because I felt like I had been lied to and now was being forced to pay for shipping costs after their mistakes. I sent a pretty angry e-mail back to them about it. The next day I got a call and they just apologized and said all they wanted to do was get me sorted out. I received another pre-paid postage label and sent mine back again.

That was 10 days ago. When I first ordered the original sweats they arrived in a matter of 2-3 days. I waited until today and still never received them. After nearly a month, about 15 e-mails, and multiple calls back and forth, I was getting pretty frustrated at this point. I called them today many times and e-mailed them. Obviously they were very busy with the BF/CM shipments. I got an e-mail back saying they were sorry about the issue again and that they would try to call me tonight. Not 5 minutes later, I received a call from the man himself.

Pete Drago personally called me from his cell to address the problems I had been having. We had a good 30 minute talk (/claim) about the specifics of the situation and to try to fix it. He wanted to get both sides of the story in order to handle it best. He talked about how quality and the customer are both of utmost importance to him and the company, and that's what they basically live for. In the end, he sided with me as the customer and gave me some compensation for it all. They are sending the new sweats out tomorrow and he included a gift card that I received electronically 5 minutes after hanging up, in time for the closing of Cyber Monday.

After all of this, I honestly can't think of any company with better customer service. They worked with me the entire time on the problems I had been having. What other company as big as them have founders that handle customer service like this? Jiberish is my #1 favorite company and will continue I support them. Just thought my experience was worth sharing.

TL;DR I had an ongoing problem with sweats I bought from Jiberish and ended up getting it resolved by Pete Drago himself in an extraordinary display of customer service