Review Time
I purchased the hedgehog bag when it launched, but it arrived without a metal hinge! Instead, it has a fragile plastic hinge. When I asked for an exchange, they declined! This experience has been very disappointing! It seems their main concern is profit...
I bought the hedgehog bag at the start of its release, but it came without a metal hinge! The hinge is plastic and very weak. I requested an exchange, but they refused! It's very disappointing! Their main focus seems to be making money...
I created an account on a review site specifically to leave this 1-star review, as I've never experienced anything like it. As another reviewer mentioned, the returns process is a nightmare. I bought online without an account, and there was no information on how to log and send a return. I spent 10 minutes trying to 'log in,' convinced I must have created an account. There’s a long wait between ordering and delivery, which made it hard to remember. Turns out you have to call them as if it's 1999. They then assign a pickup date automatically - very outdated. The real issue arose because the warehouse for this designer is in Italy. After 5 weeks, I was concerned about my refund, only to find out it's stuck in customs because DHL needed to confirm the value and contents. After multiple calls with DHL and the seller, I learned that someone at the distributor is involved. It's absurd. I've repeatedly called both DHL and the seller; when DHL says they'll call back, they do, but when someone from the seller promises to, they do not. No one takes responsibility for the situation, my return is still in customs, and I have no idea how to resolve it - nor does anyone at the seller. They also won't release my refund, which I believe they should, as this is clearly not my fault. Basically, avoid buying from this seller if you're in the UK; try getting it from another retailer instead.
BE AWARE - UNPROFESSIONAL. A representative from this seller asked us to send a van to help move a sofa into a flat. Our driver went there, but we weren't paid afterward. They are refusing payment without reason. Please respond to our email and resolve this ASAP.
Returning an item has been a hassle! The order doesn't show under my account online, so I had to email them. They scheduled the return for an inconvenient time without asking me first. When I requested a new time, they said I now need new labels!? Who under 50 even owns a printer? The courier can't provide labels, and the seller refuses to accept the return labels that came with my package! They told me to go to a DHL drop-off location, but there's none nearby, so I'm stuck in this frustrating back-and-forth! This was my first order from the seller, and while I love the clothing, I won't buy directly from them again.
I had two pairs of chain sliders break after just the first or second wear. The shop replaced the first pair, but I reported the second pair directly to the seller, and they have done NOTHING! The quality is poor, and it's frustrating that they ignore customer care!
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