I’ve been a loyal customer of this company for many years. I mostly buy their dresses; their designs can be unique, beautiful, and of good quality; however, unfortunately, sometimes the quality can be poor and the sizing not great, resulting in me returning items.
I bought 4 dresses in the sale at the end of January, one I wanted to keep, but the others, two were like tents, and one, the same size, I couldn’t fit into.
I’m severely disabled, my life is very difficult, my timescale for returning items very much depends on how well I’m functioning at any given time, sometimes I return items early, and other times it might take me 3 weeks, but always within the 30 days.
I went onto their online portal on 21st Feb to return the dresses, but much to my dismay, I received an onscreen message advising me “The window for returning closed on 18th Feb”. At that point, I learned the policy for returning sale items is now 14 days. I’d missed it by 3 days.
I sent them a very polite email explaining my disability, and that I was unaware of the 14- day return policy, and asked if they could kindly make an exception on this occasion, refund me, and for future purchases, I would be more mindful of when I order/return.
Their answer- NO- The Window has closed; we will not authorise a return. They went on to say:
"To clarify, we understand that sometimes unforeseen circumstances can make it difficult to return in a timely manner, and for any customer who gets in touch during the returns window to let us know that they won't be able to return within the timeframe, we are happy to accommodate".
That’s all very well, but if you are unaware that the timescale is 14 days, how can you get in touch whilst the window is still open??
They no longer put invoices in their parcels. When you purchase, nothing pops up on the screen to advise you. So, how, as a long- term customer, am I supposed to know??
I asked them, when did the policy change? And how did they notify their existing customers? They avoided answering.
Despite 3 polite emails to them, they refused to budge and ended by sending me a link to their ADR dispute resolution service, a service which I would have to pay to pursue, and they kindly advised that they are under no obligation to accept the outcome???
Overall, absolutely appalling Customer service. No grace, flexibility, or empathy, and hiding the 14-day return policy from their customers. I’m now stuck with £100.00 worth of dresses that are of no use to me.
Nobody’s child, you have just lost a loyal customer, I’ll buy elsewhere. Reading the other reviews on here, I see I’m not alone, 27% of 1 Star. Major problems!!!
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Nobody’s Child design pieces to celebrate every woman, offering timeless style and effortless fits for all ages, shapes, and occasions. Collections blend classic silhouettes with feminine details, giving you versatile options for all life's moments. Pieces are crafted to transition seamlessly through your life, thoughtfully designed with flattering cuts and attention to detail, empowering you to feel confident and stylish wherever you go.See more
