July 14 I order the Gatz shoes to Italy. Order #xThey were delivered on July 23. As I was no longer in Italy, my friend brought them to London for me on August 4. I opened the packaging and one of the shoes was severely damaged, basically had a hole in the side of the shoe. That same day, August 4, I went to the flabelus store in London and returned the shoes. I was told I would be refunded shortly. I had still NOT received a refund for these shoes, almost 3 weeks later. I will also mentioned that in the store, the woman doing my return was filling out a form for the shoes. The form asked if the shoes were defective/damaged. She clicked “yes” and the manager told her to put it as “no”. I said “there’s a hole in them, how is that not a defect?” And she said “some people won’t notice”. So I think it’s insane that you are trying to hide a very clearly defective shoe from customers, and that you actively chose to have a scenario where another customer will likely received that shoe and be disappointed. In the meantime, that very same day, Monday, I ordered a second pair as they did not have the Gatz ones available at the store in London. This is order #y. I ordered express shipping for next day delivery as I was PERMANENTLY LEAVING THE UK that Thursday. I received an email the next day saying that my ORDER HAD BEEN CANCELLED. I was told that 1. I would receive a refund for the express shipping and 2. That I would receive new information about the shoes in the meantime. I emailed you on August 5, August 10, August 18 regarding this and regarding my refund for the first pair. I sent DMs to the Instagram account August 14 and 18, and received my first response on August 19, saying they’d look into this. On August 20, I received an email which clearly showed that none of my previous emails were read. They had now just sent the order to my OLD address in the UK and also did not help me with the fact that I returned a pair of shoes 3 weeks ago and have not received any sort of refund for these. I emailed and dmed again, and received a DM response saying they would sort things out. August 26, the shoes were delivered to the UK, where I do not live as I am in America. I was finally refunded for my first pair of shoes, order #x, a month later, but now had paid for a second pair that was delivered halfway across the world. I DMd and emailed about this August 26, 27, 28, 30, and 31. Shameful. Absolutely shameful. On August 31 I even said just give me a refund for the second shoes because I was TIRED of dealing with this. On September 1 I finally received a response saying that they would ship my shoes to my address in the US. I was not provided a tracking number until Sept 9. I missed the delivery yesterday to my apartment because I was expected to pay duties and was not home so the doorman couldn’t do anything. I am now waiting to receive a refund on these duties. In my opinion, this is the worst customer service experience I have ever received. I have NEVER left negative feedback about a company or restaurant or anything. But this is truly outrageous and despicable behaviour from what’s supposed to be a well established brand. I will NEVER, EVER be purchasing from here again. In my opinion I am more than entitled to an “I’m sorry” whether that’s in the form of a message, a refund, a voucher, or a free item. The quality of customer service at this company is horrendous and given the fact that it’s been over 2 months and I still don’t have a pair of shoes, and constantly being ignored by the customer service team, is insane. I truly wonder if you would have ever refunded me, or if anything would have gotten sorted if I didn’t constantly email and DM the team. Horrible experience, never again.
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