Review Time
I want to share my experience with this company. I ordered three pairs of sneakers online. Overall, the website was pleasant and intuitive. I understand that the delivery was from abroad, so it took a few days. But the first thing that bothered me was that the courier Parcelforce express24 left the package at my door. He signed for me, and my name was even incorrectly listed on the delivery confirmation. . I also filed a complaint with the delivery service Parcelforce express24, but no one ever responded. When I saw the SMS notifications, I had to quickly get home because I was worried that the expensive package was sitting at my door or somewhere else entirely. Our apartment complex also has a concierge, so the courier could leave the package with him. And it would be safer. Thank goodness, the package was at my door. The box, in my opinion, wasn't very well packed; you could see the contents. It was tattered. Fortunately, everything inside was in order. All the shoes are very good quality and looked very presentable in their beautiful yellow boxes. After trying them on, I decided to keep one pair of sneakers and return the other two. I followed the instructions. By the way, I want to thank the company for including a free return sticker inside. A few days later, I received a notification that my return had been received. I was completely disappointed that they received only one pair of sneakers and would refund me for one pair. I wrote to the company that I had returned two pairs, and unfortunately, they told me they could refund the money for the one pair they received. I felt helpless, disappointed, and offended. I began to escalate the situation, mentioning that I had returned two pairs of sneakers. Fortunately, a few days later, the company decided to refund me for the missing pair. I am very grateful to the company for this. But I understand that free returns are entirely my responsibility. So free returns may not be as free as they seem. You need to understand this when ordering. I don't understand where in the chain the failure occurred, or why the company ended up receiving only one pair of the two I sent. This greatly mars my experience with Axel Arigato. And this was my first time, I really wanted sneakers from them. Unfortunately, next time I will think very carefully about ordering products from them online.
I'm taking off one star because I had to worry about this for a couple of weeks, and every time I put on the sneakers I had mixed feelings: on the one hand, I really liked them, but on the other hand, I remembered that I got into this unpleasant situation for which I might not get my money back.
I chose the clothes according to the size chart provided. When I received the product, I was disappointed because the size chart was completely inaccurate. As a result, I had financial losses because I had to make a return. I had to order another size and now I don't know if I will be disappointed again when I receive the product.
I truly enjoyed the experience and love the shoes, but unfortunately, the sizing is quite off. They run smaller than expected, not true to size. I recommend offering more true-to-size options or half sizes. I've ordered twice, and both pairs will be returned, which is disappointing because the style and comfort are perfect. The black leather finish is gorgeous; I wish more sneakers were available in this material rather than suede.
The package was sent to the wrong address (ordered on 3rd November). I searched multiple locations to find it without success (thanks to the postal service). I contacted the support team, who informed me it would take 20 working days to resolve the issue. Now, 60 days later, I still haven't received any updates. It's been a frustrating experience, and I'm still waiting for a refund as of 22nd January. There has been no goodwill shown, no discounts offered, and no responses to my inquiries. The only option presented was to wait for the dispute resolution to either get a refund or have the items resent. I have £260 missing for over three months now. It's unfortunate because the products are quite nice.
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AXEL ARIGATO - Handcrafted Designer Sneakers for Men and Women. Free shipping outside EU.
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