marimekko.com

Disgraceful customer service and lack of transparency

Ordered various clothing items online. The prices were super cheap and seemed too good to be true. Little did I know that the goods were being shipped from China to Greece, where I live. From the beginning, the tracking was unclear as it was in Chinese, and even Google Translate couldn't help much. When the parcel eventually arrived in Athens, I was continuing to try and track when the parcel was out for delivery. Unfortunately the name of the courier company was not listed but I knew that the parcel in theory should arrive on a particular day. I stayed home, waiting for the call from the courier which is standard practice here, but no call came, and next I checked on the website, it said the package had been delivered.I immediately contacted Marimekko by email and they said they would check with the courier. Each time I tried to follow up with them, they advised me to be patient.Eventually the courier responded that the parcel had been delivered to my address and was signed for. I asked for the name of the courier company and proof of the so-called delivery. Marimekko said the courier refused to admit blame and washed their hands of it. I have things delivered here all the time - it's common practice in Greece, and this has never happened before. Marimekko wouldn't tell me the name of the courier company.Anyway, I asked for a refund of my 90 euros which they told me would take 7 to 10 working days. after 12 working days I emailed again to ask why the money hadn't been refunded. "It's with the back office" was the reply. No heading, no signature, no details in the email. Extremely poor.I waited another few days and asked again. They again told me to be patient. I emailed again - they said the refund had been requested and that it must be the fault of my bank. I checked with my bank - an international bank that is always super quick with money transfers and they definitely were not holding onto any funds. They advised what details about the refund I should ask the company for.I asked them to provide these details as proof that they had processed the refund. I also told them that if they did not provide this, I would be contacting the Finnish KKV, which deals with complaints about businesses from the public.Miraculously, my money appeared in my account the next day. It took almost a month of pestering them before I finally got my money back, minus 15 euros for shipping - which is a joke considering it was never shipped to me.I would never buy anything from this company again, and if I had read these reviews beforehand, I wouldn't have bought anything to start with. They are not transparent about the goods coming from China, and their customer service is just pathetic. If I hadn't threatened them with going to the KKV, my guess is I would still be waiting for my money. They really just don't care.

Date of experience: Dec 26, 2023