Review Time
Ordered 3 pairs started a Retoure over their portal 10 days ago. It’s still in process and now I’m running out of time of the 14 days return policy. No answers on my emails nothing. I will never order there again or will never recommend it to another person. The shoes I keep are great though.
I have never written a review before, I have never had a customer experience this terrible as to warrant it. I ordered shoes back in November, and when they were delivered I was apparently not at home, even though my housemate works from home and was present that day. I did not receive a notice through my mailbox, which the CASSY website explains will be the process of notification. When I clicked on tracking a few days later, it said in transit but the tracking does not tell you which depot to pick it up from, this information is always given on the delivery notice, not in tracking. I waited for another delivery which never came, nor did I receive any notification of attempted delivery. A couple of weeks later it said that it had been delivered. As I never received the shoes, I notified CASSY that the tracking was showing delivered but I had not received the item. They proceeded to inform me that as I did not pick it up from the depot, that I would be receiving a credit note. By this point I did not want to have to pay another €15 for shipping, and their website says they only send credit notes for black Friday events so I asked for a refund. They then proceeded to ignore my emails. I sent four emails over the course of two weeks, resulting in silence from CASSY. I then sent multiple comments on instagram which finally got their attention. They responded saying it was impossible that no one had replied to my emails (their first time accusing me of lying).They then started messaging over DM on instagram in an incredibly unprofessional manner. They said that I had all the information that I needed to pick up my order, despite not receiving a delivery notice. They said they would refund me but deduct the return costs. I again told them that I did not receive any delivery notice, that I could not pick up the product as I was not informed of where to pick it up. They told me that this was my fault, and not the carriers fault. They said the carrier showed that it was awaiting pickup, and I informed them once again that I was not given information on where to pick it up. This was the reason for it being returned to the sender. They again said it was not the fault of the carrier. They then agreed to provide my refund!I then sent them a screen shot of their delivery terms where it says I would receive a notification through my mailbox which I did not receive. I told them that this was the fault of the carrier. They then accused me of lying, and said that, “you may very well have received it and are telling us that you do not have it!” “We have no proof that you are telling the truth”. I said that it was impossible for me to be lying about receiving the goods, as the shoes were now back in CASSY possession without me ever seeing them. I told them that accusing me of lying was in very bad form. I asked them to simply send the refund as their petty arguing was tedious and unprofessional. They said they would provide it by end of day. This did not happen. The following day I asked them to please send the refund as it had not been received. They then sent me a screenshot of the parcel force delivery, showing that they had sent me a text message. Despite their website showing that I should receive the notice through my mailbox which neither was received. I again told them I did not receive this. They again accused me of lying and said that I should just admit that I am at fault and they will send the refund despite saying they would send it the day previously.They then said, “given your dishonesty and disrespectful tone we will no longer proceed with the refund. This matter is closed”. What kind of company does this. They have the shoes, I do not. They are legally obliged to give me my money back which I told them several times however they came up with every excuse not to do so. They continuously accused me of lying to them and said I should have known how to collect them without being given any information on where to collect them or receiving any kind of delivery notification. The conversations were catty and unscrupulous. I can only assume, which is of course a supposition, not an affirmation that this company has very little customer service or moral values. Spend your money elsewhere, somewhere with decent service skills, and shows integrity. Because you won’t find that at CASSY. Edit:Cassy have now messaged me accusing me of lying once again in this review. They said that I refused the refund. Which I did not. I asked many many times for them to issue the refund. As seen above they told me they would not send the refund and the matter was closed. I have now used the credit note on a different pair of shoes as I felt I was never going to get my money back. I did not want to give this company a single penny more of my money but I felt it would otherwise be lost forever. I will update this review if I ever receive the order.
I discovered the brand on the networks and I immediately fell for their shoe models, I chose to start my collection with the GRACE boots which are incredibly beautiful and very comfortable despite the fairly high heel and which gives a unique style to your outfits
I ordered nearly 5 weeks ago and still haven’t received my order. There was a problem with my parcel, which the Cassy team notified me about. They also asked if I wanted a different pair instead, which I agreed to. However, they stoped replying to my emails and I still haven’t received anything. It shouldn’t take 5 weeks to deliver from France to the UK and it was stated on their website that I would get the parcel in 7-10 working days. Still waiting for itOrder number: 38498 Update: after I wrote this review, the company finally replied to my email and asked me to delete my review. I told them I would only consider doing so after I receive my boots (they were waiting for stock). They replied to me that they wouldn’t send my boots unless I deleted my review and they would send them to a more patient customer. How is that possible???? I waited for 6 weeks and paid the full price. I was hesitant to cancel my order since I thought I would never get my refund back, like in other reviews on this website. They also never offered me a refund! After multiple emails with them from me as well as my boyfriend, we managed to agree to a cancellation. But it was too late since my bank already refunded me, since I never got the item I paid for.If you want to actually get cowboy boots, go elsewhere. It’s not worth spending your time and nerves on this shop and not receiving anything. At least my bank refunded me
I was not satisfied with the boots on me. They did not fit and were a bit too wide for my calves. Unfortunately the customer service does not react to my requests for a return (costs are covered by the customer anyways) and I have no opportunity to return my item now. Cannot recommend ordering here and super unsatisfied with the customer support.Update 02.09.2024:After my post on Trustpilot I finally got a response from the support team and was able to Return my article.However, the support team refuses to pay out the refund until my post here was deleted. I told them that I will once we solved the conflict and I received my refund and have not received any answers or refund of my article yet. I therefore paid for the article (80CHF) and return (35CHF) for nothing. Besides the attempt to force me to delete this post by refusing to return my money I am truly dissatisfied and am now forced to initiate legal actions to get my refund. Do not order here!
I have returned my shoes 6 weeks ago and cassy hasn‘t picked them up. I‘ve called dhl customer service and they have told me i‘m not allowed to get more information about my package cause cassy should call them. Also they blackmailed me to delete my last review otherwise they won’t send me the return label! And i‘m still waiting for my money! So i kindly advise you don’t order there!!!!
I ordered shoes back in March and refund them in the same exact month. Did not get my money back and its been two months now. The custom service is ignoring almost all of my message totally feels like a scam. Thought I could by some other shoes another time but no way.
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CASSY imagine des pièces en cuir uniques qui traversent les années et subliment l’allure des femme. Designées à Bordeaux et façonnées à la main en Italie et au Brésil, nos chaussures allient élégance, confort et intemporalité. Santiags, bottes et escarpins premium pensés pour magnifier chaque silhouette féminine.
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