I ordered a pair of waterproof, fleece lined trousers on the 15th January. These took a week to arrive and when tried on, were too long. They were a lovely product though so I actioned an exchange, and sent the back (paid by myself) for a shorter size. They received these back and they were received by them on the 23rd January. I emailed after a couple of weeks to ask where my exchange was to be told that they wasn’t sure what size they needed to be exchanged for. Why they didn’t email and ask once receiving a product back or at least refund me, I don’t know. I sent confirmation of what I needed to exchange for but all these weeks later, after continuously chasing, apparently my item is out of stock until next autumn. So offered me a refund which I accepted. To add insult to injury, I’ve received a partial refund as they don’t refund postage! Regardless of the postage costs to me to send back. Awful company to deal with, terrible customer service which is a shame as the product looked good.
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