Oliver Cabell is at best negligent, maybe sneaky, and at worst legitimately fraudulent / liars on returns.I am sure there will be a very lovely sweet response from Oliver Cabell to this review, as that seems to be their business model. Don't fall for it - I personally had a terrible, terrible experience, but they were always sweet as pie on their email responses to me.I ordered shoes and they arrived fine to Australia. I however didn't like them and wanted a refund:- Many many emails trying to convince me to take a store credit instead. Pain in the neck.- Eventually they agreed to a refund- When you process a refund on website, they DO NOT PROVIDE you a return shipping label. This is important later as I think it's part of them being sneaky / fraudulent about returns- Had to email them to confirm the return shipping address which they provided on email- I had to pay for postage back to the USA myself AND ON TOP OF THAT you pay a USD$35 restocking fee. In fairness, this was in the T&C so if I was being properly diligent I should have checked beforehand, so buyer beware, I'll cop that as my own learning / fault. My complaint, to be clear, is not about this.- Went to post office, posted it to the address they provided, sent them photo of receipt and tracking number, cost of AUD$61.60, ~USD$40 to me- Got notification it arrived, which they would have too. They previously said refunds may take 2 weeks after arrival- Emailed them 2.5 weeks later and they said "oh, let us check if we received them". Lucky I checked, hey?- Very sweet and friendly on emails, but claim "the team in the warehouse can't find it"- I re-send photo of receipt and tracking number, also screenshots of both USPS and Australia Post websites THAT SAY IT HAS BEEN DELIVERED to the address, and even states the city of Devens, MA, 01434- They ask me for proof of the address I sent it to- I unfortunately have not taken a photo of the label before I posted it, but showed them the email they sent me with the address and that the delivery tracking says it has been delivered to Devens, MA.- They claim they still can't find it in their warehouse (which they hadn't checked until I emailed 2.5 weeks later, remember)- They very sweetly (fake?) apologise and suggest I try and make a claim to Australia Post- They never once contacted USPS themselves, asked me to do everything- This whole saga took 2 months of emails back and forth and many hours, and they still claim they never arrived despite the evidence I provided.- Haven't received any refundI know I am now wasting more time on this online review, but I want to warn others. My learning is to make sure you photograph everything (i.e. the return shipping address label IN ADDITION to the tracking receipt) as you never know when you'll encounter a sneaky online company like Oliver CabellI truly believe like a lot of start-ups (they are only a few years old) they are burning through working capital / cash and do absolutely everything possible to avoid refunding cash. In addition to having below-market policies and systems for international returns. When you do a return with matches fashion, ssense, luisaviaroma, yoox, mrporter, selfridges etc. they provide you with a shipping label and someone comes to pick it up so all of this heartache is avoided.In the end, I ended up buying a much better pair of sneakers from Ssense. And I KNOW if I didn't like them, I could return them easily :)Buyer beware with Oliver Cabell.
Claim your business profile now and gain access to all features and respond to customer reviews.
