Why'd you do it Oliver? Is the question I've asked for the last 72 days since my first experience with Oliver Cabell. After about 12 months of seeing Instagram ads for Oliver shoes, I was very keen to give them a go. I purchased the Vegan 481, which appear to be a cream colour with a beige sole. They were very quick, the packaging was nice, the shoe felt pretty good quality, however, the shoe I took out the box was not the same as the hero image they've used on site. The shoe was an off-yellow colour, with a white sole. When I emailed to ask If I may have received the wrong shoe (with photos as evidence), they replied "Please note that the shade of the pair you received is the same colour as advertised on the website. The lighting, monitor display, etc. may cause it to appear a bit different, however." This just felt strongly incorrect, confirmed by the multiple phone and computers I checked on. This was a nightmare in itself. It cost $60 AUD to send back to the states, and swaps could not be easily initiated. Instead, it appeared I'd have to re-pay tax and shipping, which was already another $40-50. Not to mention the $30 USD to process a refund. Whatever on earth that is. Once I had provided evidence I sent back the shoes, but the evidence did not appear to be enough. They said they could not confirm any details with me until I had gone back to the post office and asked for more details. Again this could have been my fault, however seeing as my package was already marked as "Arrived" in their warehouse, I was getting a bit anxious as to why I had ever purchased with an Instagram brand.I was officially annoyed when it was 15 days since the package had arrived, and I was told "Our system doesn't show that it has been received yet, although the tracking shows otherwise. This may be the case for a variety of reasons, but likely they’re still in final processing." On top of this, it would take up to 10 business days before I would receive the money back into my account. Once I finally mentioned how I disappointed I was and they needed to locate the shoes immediately, they were able to let me know within the hour that they were indeed in the warehouse. It was a total email thread of 18 emails to complete the process from asking about the shoe I received to receiving my refund. At this stage, the staff were also still working through their upsell tactics to get me to purchase another shoe. I can appreciate a strong sales tactic from customer service teams usually. But I was well and truly beyond this at this point. This was a pretty terrible brand experience. Not only am I turned off the brand, but purchasing anything from a brand I have found on Instagram, and purchasing anything from the US.Sadly, I would not recommend purchasing with Oliver Cabell.This felt like a "fun" exercise spending $150 to get a refund on a pair of shoes that should have been the right colour in the first place, or just represented correctly on site.
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