Review Time
The company has made serious mistakes on their website. Their code of ethics seems to change frequently. Now, pre-orders require customers to purchase everything that was ordered, which is problematic since orders haven't been processed or shipped yet. Customers can no longer access their own order histories, and the bonus system is unclear. They come across as untrustworthy and need to rectify these issues. Their professionalism and service have greatly declined. Perhaps they should reconsider how they define 'Customer Service.' Despite raising clothing prices, they treat customers poorly, which could lead to serious consequences. Why change the rewards structure midyear? Why alter pre-order rules after years of consistent practices? Customers shouldn't be forced to pay for items they want to remove from their orders. Why is there no communication about the reduction in customer rewards? No updates have been provided to customers regarding these changes. The company must adhere to legal standards. For two months, their website has been frustrating. They are profiting significantly yet show no appreciation for customers. They need to address these problems and ensure competent leadership, or they risk losing their customer base quickly. Customer service representatives often lack honesty and adopt a 'the company is always right' attitude, which could backfire soon. If I could rate them lower than 1 star, I would at this point.
This is my initial review on a review platform. I felt compelled to share my personal experience with the service. I'm genuinely surprised by the low ratings they have received, as my experience has been quite the opposite! I stumbled upon this fantastic website in October 2024 and have made purchases from them around 20 times since. There was only one instance of a delay, which was due to their previous delivery service; they have since switched to a new one. Regardless, the issue was resolved by the support team, and I received my package. I can't express enough how much I love their clothing; it's both comfortable and beautiful. Their winter sales are fantastic. I find myself continually purchasing, and it’s becoming quite a habit! ^_^ I plan to remain a loyal customer for a long time and highly recommend them.
I first came across this brand during a workshop at their location in SoHo. I bought a pair of organic cotton ribbed leggings along with a matching top. I just ordered another set because they are the only loungewear that feels truly comfortable on my skin, especially when it's irritated during winter. The staff at the New York store is also very helpful.
I have been a customer of this service for seven years. At the end of October, it was suddenly announced that they would be revamping the website without any prior notice. Almost six weeks have passed, and the website still does not allow customers to access their accounts or order histories. During this period, I have been unable to utilize $250 in gift cards that I purchased, and I cannot obtain a refund due to system issues. When I contact customer support, they are unable to assist me or provide any timeline for when these problems will be resolved. Additionally, the service announced on November 1 that their long-standing bonus program would be changing, but there has been no clarification on whether they will honor the previous bonus system established at the beginning of the year.
I truly adore the clothing from this company. My orders arrive within two days, even though I don't live close to the warehouse. The garments are exquisitely crafted and have remarkable longevity. Since they use a coordinated color palette, items I purchased years ago still pair wonderfully with my recent purchases. Well-made clothing endures beautifully.
Serious missteps by the decision-makers at the company have left them in a tough spot, and they seem unable to recover. They should be in crisis management mode, which they clearly have not been for months. Who launches a new website without testing it first? Who changes the rewards structure midyear without informing customers? Their website has been chaotic for two months. Despite making substantial profits, they are cutting customer benefits. The quality of fabrics has deteriorated, and the designs lack inspiration. They need to take decisive action or risk losing their customer base quickly.
I've been a customer of this company for seven years. At the end of October, they announced a website overhaul without prior notice. Almost six weeks later, the site is still not functioning, preventing me from using $250 in gift cards I purchased. I also can't get a refund due to system issues. Customer service offers no help or timeline for resolution. They also announced changes to their long-standing bonus program without clarifying if they will honor the previous system.
I'm still waiting for my £70 refund. The company doesn't clearly indicate they are based in Sweden until you’ve already made a purchase. I wish I had checked reviews before ordering; it has been a nightmare experience that has dragged on for months. I may need to cancel the transaction with my bank since I haven't received my refund.
I regret not checking reviews before placing my order! I've shopped with the company for years, but my latest experience has left me hesitant to return. I ordered a jumper and tights for a winter getaway with express delivery (£7 extra) to ensure timely arrival. By the expected delivery date, I hadn’t received any dispatch notification. After contacting customer service, I learned my order hadn’t been processed yet. The representative informed me that next-day delivery wasn’t possible since items were shipped from Sweden, which is understandable, but there should be safeguards for these situations. I was advised to check their London store for stock. Upon contacting them, I learned they can no longer sell over the phone due to a system update. It’s a mess! I’m uncertain when I’ll receive my order or if I’ll get a refund for the express shipping.
What has happened to this company? I encountered a rude representative on their customer service line. I've waited six weeks for two pairs of tights without any update. When I called, I was told my payment had expired, and I should reorder through the website. I requested to cancel my order. Now, I don't trust the company and must monitor my bank account, as I’m unsure if they’ve deducted the payment. Their customer service is appalling, and I see many others share my dissatisfaction.
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