I ordered from Salt Grooming based on a product listing that clearly stated “21% saving and free delivery” on the individual item. There was no mention of a minimum spend or post-purchase conditions.After ordering, I was charged postage. When I queried this, customer support admitted the product listing was incorrect and misleading and said they would update it. However, despite acknowledging the error was theirs, they refused to refund the postage, repeatedly falling back on their general shipping policy instead of addressing the fact that the page I ordered from was wrong.So to be clear:• The listing was misleading (their words, not mine)• I relied on that information when placing the order• They accepted the mistake• And still chose to offer no goodwill whatsoeverWhat’s most disappointing isn’t the money, it’s the attitude. I spent time explaining the issue clearly and politely, only to have responses that ignored the core point and simply re-explained a policy I already understood.I’m genuinely surprised by how stubborn this was handled once the company had admitted fault. I won’t be shopping with Salt Grooming again, and I’ve advised my partner (a regular customer) to do the same.Mistakes happen. How a company responds to them matters more - and this response was poor.
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