I had an extremely disappointing experience with customer service recently. I ordered a bag for my spouse's birthday in October, but it arrived faulty. I was instructed to return it for a replacement, only to find it out of stock later. After waiting three months, I reordered it just in time for Christmas, but when it arrived, I received the wrong color. When I called, the representative prioritized investigating the mistake over resolving my issue, and requested a screenshot of my email confirmation to look into it. After I provided that, I heard nothing for three days. I followed up but still received no response. On the fifth day, I was asked to provide details about the faulty item, even though it was the wrong item I received. I followed up multiple times until Christmas Eve, only to be directed to the online returns process that I could have initiated a week earlier. Despite my requests to file a formal complaint, there was no acknowledgment. I'm now returning the item through the standard 14-day process, yet I still haven't received any response. No gift for her birthday, no gift for Christmas. The complete lack of support is not what I expect from a so-called luxury brand.
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Luxury British Fashion House
