I posted a review previously but I want to post another to reflect my whole experience. I ordered £250 worth of items on 5.3.2025 and used standard delivery 3-5 days, I did not receive any dispatch or tracking information. On 10.3.25 I reached out via the customer service portal to get an update. They responded and asked me to give it a couple of days and the items have been dispatched. By 15.3.25, there was still no items. I was emailing, marking emails as urgent but got absolutely 0 reply. The items were finally delivered on 18.3.25, conveniently in the style then replied on 19.3.25 to say items were delivered. I replied with a negative review of the service. Then came trying to process a return. Again, conveniently, the returns portal was ‘down’ so I was asked by customer service to send my items back and pay for my own return. I did ask for this to be refunded, this was refused because ITS don’t do free return, there’s a £2.50 admin fee however my return wasn’t £2.50. I sent it tracked as at this point I lost all trust with the company and saw plenty of reviews where people were waiting weeks/months for refunds. The return cost me £8.50!! ITS refused to refund me.I sent the items back, after a week, no response or acknowledgment. Then after 10 days, klarna processed the return as I got proof of postage and that ends the journey. The only thing I can say is thank GOD I used klarna and got proof of return as without that, I would be £208.50 down and ITS couldn’t care less. The whole process from order to refund has taken over a month. The customer service is appalling, they take days/weeks to reply and are not willing to help customers at all. I find it hilarious how they’re replying to reviews, even mine, claiming there’s been no contact received via their customer service! I can tell you now, I sent 8 emails, DM via twitter (no response at all) and a 2 DMs over Instagram. I truly feel for all the staff whose jobs are impacted however the service needs to stop operating. The stress, treatment of customers and financial implications on customers is shocking. I will not be ordering from ITS again and I have told all friends and family not to as well.Such a shame as ITS used to be an excellent company! How the mighty have fallen…
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