In recent weeks, I placed two significant orders totaling over a thousand pounds for important gifts. The first order was severely delayed, despite notifications promising earlier delivery, and the courier never showed up. This caused major disruption and forced me to take a day off work. It reflects poor organization from the company. My second order faced even worse issues; a package meant to contain a brown cashmere jumper instead had a cheap, incorrect item that wasn’t even from the company. The label claimed it was the jumper, but it clearly wasn’t. This raises serious concerns about theft in the sorting department. I contacted customer service, but they seemed indifferent to my distress, which ruined another planned gift. I also had to wait too long for a refund for the missing item. Both orders used separate 20% discount vouchers, which I received after previous complaints. When I asked for the vouchers to be reissued for a replacement, I was told they couldn't help me and that I'd have to purchase again to get an adjustment. I later found out they still issue vouchers, which felt like a lie. Customer service seems outsourced, leading to communication issues and frustration. Staff often lack accountability and empathy, even being rude at times. This is unacceptable. My daughters' Christmas presents were ruined due to this. I feel there are systemic issues within the company's customer service and warehouse organization. I still can't repurchase the jumper for my daughter, leaving her without a Christmas gift. After years of buying quality products, I now see the company as a retail bully with poor customer service. I'm still waiting for my refunds. This is shocking! If not resolved respectfully, I will escalate this issue legally.
Claim your business profile now and gain access to all features and respond to customer reviews.
View the latest COS Campaign, our Magazine, new arrivals, the COS blog and images of our stores, as well as finding store locations. COSSTORES.COM is updated every week.