I ordered a couple pairs of pants from Norm Thompson - paying extra for hemming. One pair arrived in unusable condition. One hem had been sewn totally askew, and then the pants were pressed so that for part of the hem, an extra layer of clumped up cloth was sticking out of the cuff. Since their return form implies that the customer has to pay for shipping back returns, I emailed them saying that seemed wrong, sending a photo of the pants. After a couple days of emails back and forth, they agreed to cover return shipping. They refused to send a new pair until the old pair was received. That was April 15-17th. I immediately returned the pants, using their return label. Today is May 20. Just now, they say they have sent out a new pair via U S postal service, which has not yet received it. First of all, no firm with any pride would have shipped what they originally sent. Second, even if somehow there was a rogue tailor, once they saw the photos, they should have moved quickly to accommodate by sending another pair. The only reason to insist on getting the old pair back first is if they plan to resell it. See photo below. No reputable firm would see the pants as salable. If return shipping runs long like the shipping back with their label, it will be a total of six extra weeks to get the pants, even though it was their sloppiness that resulted in the exchange.