Dear customer service Dear customer service, I have not heard back from you. Could you please send me a smart return label? One did not come with my package and I'd like to return the item as it is too small. So far I have worked very hard to get a return label, harder than I have ever had to work with a retailer in my life. I am an "online only" shopper and am very experienced at ordering, and when necessary, returning items. Here's my journey to return an item to The White Company: Ordered, received item and decided to return item. Visited your website and found it complicated - was not able to get a return label on my own. (So odd for this experienced shopper! What's going on? I read instructions and it says email customer service.) Emailed Customer Service 13 Dec with initial request for a return label - checked my email daily and have received no response. 16 December, now fearful I'll never hear back and won't be able to return these pants unless I figure this out on my own, went on a 2 hour loop between e-receipt, "thank you for shopping with us" document found in the package, and your website which then routed me back to the smart label in my package, which was not included. There was a part of your site that said "log in using your order number" which took me to nowhere again. After getting frustrated with the loop between the return directions on your site and the return paper in the package and my e-receipt, I called your customer service number. After 29 minutes on hold, I spoke to Mr X (protecting the innocent here) who told me to go to the website to print a return label!!! I shared the challenges I have experienced using the website and asked him to please create a return label on his end and email it to me (which is what your instructions online offer as an option for your customers). As I am a customer (pauses for acknowledgement of customer status), I felt my request was fair. He said he needed to contact "the back office" as he was unable to do generate the smart label for me. I'm now at minute 52:12 (exactly per nifty phone timer) and still on the phone (that time includes wait time). We are waiting and periodically, Mr X tells me that we are still holding and he is "still very much with me" which I appreciate greatly. I hear typing. At nearly an hour, 58 minutes and 41 seconds (exactly) and patiently waiting on the phone, Mr X tells me a manager will get back to me. His voice sounds thin like even he doesn’t believe it. Now I am praying that someone will get back to me with a smart label for my return. I pray “the manager” isn’t the ONLY manager managing this $hit show but honestly believe they might be. Today has passed and the manager has not responded. Don’t get snookered people. If reading this before ordering, just don’t. The White Co must be close to bankruptcy and is probably using this holiday season as their last opportunity to make bank which means “no returns for you!” I settle in my chair and ponder my life mistakes, this being just one and scold myself: “Lisa, suck it up. You have tried and failed. Put your damn too-small pants on Facebook Marketplace to recoup some loss. And learn from this! Things are no longer as they were. You cannot expect integrity or quality of service any longer. Those pre Covid days are over.” I hang my head in shame for my lofty expectations and quietly mutter to myself “&$@#”. I miss ye olden times and I fear the future. From Jennie, who likely knows it’s not a good idea to post any personal info, like order numbers or customer numbers on a public forum posted in reply: Reply from The White Company A day ago Hi there, Thank you for your feedback and I am sorry that our service has not met your expectations. If you have an order number or customer number I could take, I would be happy to look into this for you and get your issue resolved. I look forward to receiving your reply. Kind regards Jennie - Customer Services Dear Jennie: thank you for your reply. If you would, please provide your direct email so I can provide you with details of my order. Thank you, Lisa