I looked at the Tilley size chart, which offered 13 choices from Regular 38 to Tall 52. Rather than guess at the size, I decided Tilley would know. So I clicked on "Contact Us" and found a form. Here is my e-mail:
I want to order jacket #TW49. I am 5'8" high, with a 17" neck, 32" arms and a 40" waist. I can get the sleeves altered, so please send me the size that will best fit the rest of me.
Please ship it the cheapest way.
I filled out all the required information-name, address, phone, fax, e-mail, MasterCard account number, expire date, ID code.
I clicked on "Submit" and went off to BookExpo.
When I got back to my room and went online, I received an e-mail from a customer service representative at Tilley Endurables, which can only be described as a textbook case of rudeness, ineptness andutter unhelpfulness:
Friday, May 30, 2008 3:48 PM
Dear Mr. Hatch,
If you would like to purchase the blazer, please go to our Web site at tilley.com. I apologize for the inconvenience.
If I can be of further assistance, please feel free to contact me.
So much for a $265 order.
So much for a Tilley customer.
Good-bye silly Tilley.
Takeaway Point: Do you have a clue about the caliber of employees who are replying to customer e-mails and answering your phones?