i ordered a hoodie and pants online from Bershka (march 26th) and chose the “pick up in 4 hours” option because i needed the items that same day. when i went to pick up my order, only the hoodie was ready, while the pants hadn’t even arrived yet. what’s worse is that the app suddenly changed from “pick up in 4 hours” to “pick up in 40 hours” without any clear explanation. honestly, this feels misleading and really frustrating as a customer.
but that’s not even the worst part. when i opened the hoodie, it turned out to be defective. there were visible white spots on the design that weren’t present on the same hoodie displayed in-store. i immediately went back to the store (bershka pakuwon surabaya) to resolve it, only to be told that online purchases can’t be exchanged, only refunded.
so i processed a refund. the store took the hoodie and gave me a refund receipt, but then another problem came up. i couldn’t even submit the refund request through the app. i had to go home and use the website on my pc just to complete it. after submitting, i didn’t receive any confirmation email or notification at all.
now it’s april 1st, and i requested the refund on march 27th, but i still haven’t received any updates or confirmation about it whether through my gmail or the app. it just leaves me feeling uncertain.
as for the pants, they finally arrived, but not within 40 hours like stated. i ordered on thursday afternoon (march 26th), and they only arrived on sunday night (march 29th), which is way more than promised. luckily, the pants were fine and not defective.
overall, this experience was really disappointing. the delivery time is unreliable, the product quality control needs improvement, and the refund system is confusing and slow.
suggestions for improvement:
make delivery time estimates accurate and consistent, don’t suddenly change them without explanation
improve quality control so defective items aren’t sent to customers
allow easier exchange options for defective products that we bought online, not just refunds
fix the app so refund requests can be submitted properly without needing another device
provide clear and immediate confirmation (email or app notification) after a refund request
give transparent updates on refund status so customers don’t feel left in the dark, whether through email or through the app.
i really hope bershka improves these issues because this experience honestly made me hesitant to shop here again.
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