pullbear.com

AWFUL

I have now given up trying to deal with my complaint through Pull & Bear, as their staff have proven dishonest, disorganised and, quite frankly, useless.I had a pair of £20 jeans for Christmas - the stitching came undone and I asked to return them. Over the course of trying to deal with this (and a complaint), I had to use their chat once, send 11 emails and call six times (most of which lasted over an hour). After six weeks of fighting, I eventually managed to return my jeans, but I am still waiting for my complaint to be resolved two months later. Time after time staff members promised me that I wouldn't have to waste any more of my life and that they'd take responsibility for my case, but each one proved themselves to be terrible at their job and a liar. I told Gloria I had lost all faith and she promised to call me back with an update; it didn't happen. I then spoke to Anna, who offered me a 5% discount code. I told her this wouldn't do, then she put me on hold for 20 minutes and hung up. I then spoke to Joanna, who promised me she took pride in her job, that she was different and that she'd keep me updated - she wasn't and did nothing.As the staff have no power and you can't speak to a "manager" or the team responsible for dealing with complaints, I sent an official complaint. I told them I wanted the staff to be dealt with and that I wanted some compensation in the form of a voucher for having wasted months of my time. After chasing multiple times, none of my concerns were answered and I got offered a 10% discount - I am not spending more money to receive compensation. Pull & Bear, without doubt, has the WORST customer service I have ever experienced. The staff are poorly trained, useless, unmotivated liars and management should be ashamed of themselves and their workers.

Date of experience: Mar 17, 2021