Review Time
I’m extremely disappointed with this company’s customer service. Despite clearly showing that the issue was a quality problem and providing all the photos and information they requested, no real action was taken. Instead, they kept directing me back to the retailer rather than taking responsibility. After following their entire process, it’s frustrating to feel dismissed and unsupported.
I’m extremely disappointed with this company’s customer service. Despite clearly showing that the issue was a quality problem and providing all the photos and information they requested, no real action was taken. Instead, they kept directing me back to the retailer rather than taking responsibility. After following their entire process, it’s frustrating to feel dismissed and unsupported.
This company refuses to refund almost $700. I paid for a defective coat. When I returned the coat I said I did not want a replacement but rather a refund, and I was told that that would be done. Instead a replacement was sent, and when I also returned the replacement they said that only the first coat had been returned. Dealing with them is an unmitigated nightmare. After this experience, I no longer even trust that their coats are genuinely vegan. Update: Please note too that the reply offered by Daniela to my first post is false. I never agreed to accept and did not want a replacement of the poorly made and very expensive coat. Her email to me of 1/16/26 states that “we will proceed with a refund instead of an exchange.” I would post a screenshot of her post if this website allowed it. Second update: they kept $40. of my money for return postage of the defectiv coat AND the coat I told them not to send. Unbelievable. Don’t trust these people.
My wife paid a significant amount for a winter coat for me. Its zipper never worked well (a design defect that would be problematic in all of their coats), and broke outright within three days. My wife was offered a replacement coat, to be sent after Save The Duck got the first one back. My wife explained that we didn't want a replacement coat, since its design flaw would exist no matter how many coats they sent. Eventually, we were offered a refund in exchange for returning the defective coat. The coat was returned. Save The Duck then sent us a replacement coat, which we are now stuck again having to send back. No refund, horrible customer service, and a truly lousy product.
I ordered a jacket from the company website directly because I always believed that was the best and safest way. But No!The jacket did not fit and I returned it via the offically return process on the website.Except for DHL tracking, I did not get confirmation of arrival of the package.Though the company claims (and confirmed this to me in a email as well) that it takes 14 working days to refund, I did not hear anything from them until I chased them 19 working days(!) after the package had arrived at their facilities (prove via DHL tracking).Only then, they informed me that my package had arrived "empty" (jacket not in package) and that they would now open an investigation with DHL.One day later, Save the Duck informed me that DHL apparently claimed nothing had happend to the package during transit (wonder how they did this, almost three weeks after it had been delivered. I never saw the DHL message, though requested).Save the Duck then told me that they cannot issue a refund because the jacket had not been returned, effectively implying that I had sent them an empty package.I strongly asked them to open a claim with DHL for theft during transit (a common phenomenom if you like to google) and asked for further information, but never got a reply since then.I usually try to order from companies directly because I judge it as more safe, but Save the Duck is exactly the opposite. Online shopping at its worst!Do not order here!I will file a claim with the European Consumer Center against Save the Duck.
The products are good, but many people write that the customer service is poor. Unfortunately, I made the mistake of ordering directly from Save the Duck in Italy without reading the reviews first. That was stupid, because it took a lot of effort to get my money back for the return. First they said the package hadn't arrived, then, after I put more pressure on them, they said the money had already been transferred back. A disaster for a company like this and unimaginable in this day and age. Thankfully, I paid via PayPal and had all the receipts from DHL proving that the package had arrived in Italy. Only a complaint via PayPal helped me get my money back—but not all of it, because I was charged 18 euros for the return. So if you buy products from Save the Duck, do so through a large clothing store (such as Breuninger or Peek & Cloppenburg). They have more power, better prices, and much better service.
Bad experience with a return from Switzerland. I paid CHF 700.- for a product and only received 440.- back. Savetheduck sent me the copy that DHL charged about €280.- for customs etc. and referred me to their website. VERY frustrating experience. Will NOT buy a product there agan!Sure, buyers agree to the return conditions. But you should have enougth experience to mention numbers how much the different fees/taxes are (roughtly 30%) for returns outisde the EU. That is a matter of transperency! Sorry.
Rating is based on my experience with them directly. The products are good but don't buy direct from them. Buy through Bloomingdales, Nordstrom, etc for competent and streamlined exchange and return systems unless you absolutely know what size you are in their coats. Sure they'll send the order out quickly. Have a return? Ship it back and then wait two weeks for them to 'process' it. Once that timeframe passes you have to nudge them further for it to actually take place so a safe bet is 3-4 weeks for a simple return. Even when they send the wrong size, like for me, there's no attempt to make things easier. I'm almost at two months without a resolution thus far.
I was shocked to see how horrible their customer service was. Spent two weeks trying to email and call them and all I got was the same automated reply. Got these as a present for someone and it turned out the sleeves were too tight. I was a single day too late in their 2 week window to exchange so I tried emailing/calling them to explain the situation. After spending close to a $1000 on their products you would think they would have better customer service. At least have the decency to email back and say it wouldn’t be possible to exchange them. I would not recommended this company.
Worst company I have ever dealt with. How they get distribution is a miracle. If you have a problem with a product, they ignore you and when they do reply, they refute the fact that you have records that prove that you reached out. I have told people and buyers my experience with them and I will continue to tell people not to buy their products. I see that they are still the same based on recent reviews. You can do what you want, but not for as long as you want. You WILL fail.
Claim your business profile now and gain access to all features and respond to customer reviews.
Simple and practical to fold up and carry with you anywhere, even in your handbag. Pocket-sized and comfortable, they are ideal to pack in your luggage.
heavensentandco.com
billabong.co.uk
www.nyfifth.com
adoratti.com
swadesii.com
bymalina.com
bellamoon.co
painfulpleasures.com
heatholders.co.uk
glamcorner.com.au