I am writing this to warn international customers about my experience with Francis & Gaye. I was searching for a specific, "shiny black" Longines wristband for my upcoming wedding. Having found it on their site (despite it being sold out everywhere else) I double checked the reference number and placed the order. Living in Europe, I knew this would involve high shipping and import duties, but I was willing to pay for the "perfect" wedding item.The Issue: My initial skepticism was justified. They sent the wrong item because it was incorrectly labeled on their website. The reference number on the physical sticker of the item I received did not match the reference number advertised online.The Stressful Aftermath: With my wedding day approaching, I contacted customer service. Not only was there no apology for the stress caused, but I discovered they have no return procedure for overseas orders.Financial Loss: I had to pay for the return shipping myself (tracked and insured) just to get the wrong item back to them.- Import Duties: They refused to refund the import taxes caused by their mistake, instead referring me to a complex postal carrier procedure that only recovers about 50% of the cost.- Poor Communication: Even after the package arrived back at their shop, I had to chase them a month later to actually receive the refund for the item itself.Total Loss: In the end, I am 150 Euros out of pocket (shipping + import duties + return costs) and I have no wristband for my wedding. I effectively paid 150 Euros for the "privilege" of correcting Francis & Gaye's inventory error.If you are ordering from outside the UK, be extremely careful. Their errors will become your financial burden.
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