I placed two orders with the Reiss online store. The first was made as a guest purchase and the second after creating an account. On the same day the order was placed I contacted customer service to request a change of the dress size. At that time the item had not yet left the warehouse, so the change could easily have been made. Despite this my request was not accommodated.
Instead of resolving the issue I received numerous emails from customer service asking me to confirm details that had already been provided in previous messages and were also available on my account. Several different employees were involved in the correspondence and each message contained different information. I repeatedly confirmed the same details, yet no real help was provided.
I also tried to cancel the second order because the delivery was significantly delayed. This request was ignored as well. The shipment was sent anyway and arrived today. Even after the delivery I received another message asking me to confirm my details again, which is simply absurd.
In total I received messages from eight different employees regarding the same issue, which created confusion and chaos. It appears that no one actually reads previous correspondence or properly looks into the customer's problem.
As a result I was forced to accept a heavily delayed shipment that I no longer wanted and now I must spend time returning it. This level of customer service is extremely disappointing.
I have never experienced such problems with any other company and I shop online very frequently. After this experience I will never shop online at Reiss again and I strongly advise others to think twice before placing an order!
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