I tried to use the "
www.americanexpress.com/return "
I guess I will put the long story for everyone to "judge".
In Dec, we need to buy a black suit for my grandma funeral in a hurry (with 10days). We went into the local Brooks brother store, since the last 2 suits my husband got from them fit pretty well and only need minimum alternation so we want to get the exact same model just in black. However, the local store don't carry black and suggest us to order online. The sales "looked' up our old order, gave us "his" size and we went home and order it. The suit came 2 days later, the pants was "unfinished", the jacket has baste stitching on and button not sewn. Husband took pants to a tailor to finished it (he even brought the old pants for the tailor to match the length). I offer to stitch the button on later myself. A days later, pants came back, he tried the suit on. The pants was a little tight but the jacket was very tight (I have not sew the buttons on yet and the baste stitch still there). We looked at the label and compare to the old suit. It is TWO SIZES too small! Even though my husband has lost weight in the past 6months, jacket is still too tight. The tailor said the pants can be let out a bit, but the jacket he can't do anything to and suggest us to see if Brooks can exchange one size bigger. And the rest of the story you know.
Yes, I do not expect AE to refund me the full amount and I understand the MAX is $300 per claim. I guess I was naïve or ignorant about the "complete satisfaction guarantee" term what exactly "complete" mean. Thanks for all your reply. I guess GoodWill will be getting the suit & we will have a receipt for this donation for the IRS on this more than $500 items :
Before donating it (you have until December), I'd push back on Brooks Brothers. Point to the old vs. new as the "same size". if they still refuse, which I would expect, then try an Amex dispute - you didn't receive what was ordered.