I ordered dark wash, wide leg jeans. The first pair I received were a terrible fit. They were way too long. About 3" of jean was completely underneath my feet when I put them on and stood up. There was a lot of puckering around the fly and they were painfully trying riding up in the crotch. The one nice thing about them was the wash. I had requested no whiskering or sanding and they got that part right. It looked really nice.
I decided to try the alterations process. I had to send pics of the jeans on me and fill out a form detailing exactly how they needed to alter them - how many inches added to the waist, how many inches off the bottom etc. It could be difficult for some customers to know exactly how to instruct a tailor what to do to make a pair of pants fit better so this was kind of an odd part of the process. Then I had to take even more measurements and send pictures of myself holding the measuring tape in several different positions.
When the altered pair of pants arrived, one pant leg was a little longer than the other. There was still some puckering on one side near the fly and they were still riding up in the crotch. It was an improvement but they were still very uncomfortable and the different length legs were definitely noticeable. At this point it had been 3 months since my original order (I found the process to take much longer than they advertise but the holiday sales did start shortly after my original order so I'm sure they were busy.)
I asked for a refund. They tried to offer more alterations but I was ready to move on. So they said they would refund me but that I'll have to pay the $10 return shipping. This seems crazy since all of the mistakes were on their end. It's not my fault they butchered the pants.
Customer service was nice and not difficult to work with throughout the process but they are very slow to respond (4-5 days at times and I would have to send a second message to remind them that I needed a response on how to proceed).
Pics are of the excess length on the first pair of jeans I received and the uneven hems on the altered pair they sent.