I ordered two pairs of joggers that were lost in transit and never reached my post office, which isn't the company's fault. I emailed to inform them and was asked if I had contacted the shipping service. I replied that they should handle it and send a replacement/refund. A new parcel was quickly sent out, but I wouldn't mind spending the £160.20 (with a discount code) on two pairs if they were of good quality, which they weren't. The sizing was completely off. I sent them back almost three weeks ago and didn’t hear anything. I tracked the return and saw it arrived at the company's warehouse on the 26th of November. I had to email again to inquire about the refund, which they then processed. It seems like customer service isn't very proactive; I had to remind them about my missing parcel and again for my refund after three weeks!
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