I bought a dress on line in November and used the discount for signing up. I was then immediately sent a Black Friday discount. I tried to cancel the order for the first dress and was told you can’t but that I could easily return it. So I ordered a second dress exactly the same with the Black Friday discount. Both dresses arrived and were too big. I did not even try on the second dress. I sent both back. I have been refunded for one ( although I think the refund was for the wrong one out if the two given the order numbers which I have told them in an email). In respect of the second dress, Royal Mail posted it back to me in error as someone had stuck a sticker over the return postage label! I resent it using the same scanned postage which produced a return label and received a proof of postage with tracking ( at least in the U.K.). That was on 1.12.2023. I heard nothing. I contacted customer services 5 times since to see if they have received it explaining the situation and asking for a response. It took them 9 days to respond asking today for proof of postage which I have sent asking for a quicker response. No response as yet. I suspect it will take at least another 9 days. In my view, this is simply not good enough. There is no direct email, no phone number and the attention to detail in the emails you send is non existent. I will never order from them again. I am legally entitled to a refund for the second dress - I need to as it is over £100 and I will not lose that kind of money without a fight but I wish I had known how bad the customer support is as I would never have bought anything from them. Be warned !Update on 20 Dec- I was contacted by customer support who indicated that in respect of my proof of postage receipt sent to them for the dress I sent back on 1.12.2023 which was accepted by them, I had been refunded for this on 29.11.2023 - some 3 days before the date I had sent it back from England. I have pointed out once again (!) that they reimbursed me for the wrong order on 29.11.2023- the other dress I had returned on 23.11.2023. I was at a loss to understand how they thought I would have been refunded for a dress sent back on 1.12.2023 from the UK, 3 days before the date of refund!!! I have pointed out that I don’t have the proof of postage for the first dress I returned on 23.11.3023 (refunded on 29.11.2023) as I had no need to keep it - as they had refunded me!!!!I have screenshot the returns portal which indicates that I cannot make a return on the other dress as I have already made a return. I have screenshot the tracking of the second dress ( sent on 1.12.3023) which shows that in the UK it was delivered on 11.12.2023. I am at a loss about what more to do and have asked this to be referred to a manager. Two dresses were purchased and have been returned. One was refunded on 29.11.2023 (sent on 23.11.2023)The other was sent on 1.12.2023 and “delivered” in the U.K. on 11.12.2023. I am still without my money and in disbelief about the responses I receive from Customer Support who send me responses that ignore the details in the emails or details on the documents they are looking at. I have asked for a manager to deal with it. If only I had known about this - AVOID!!!
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