Review Time
I returned a cardigan to them 3 weeks ago. It was like a stiff woven wool fabric. Not knitted and very little give or flexibility, rough toThe touch. Not as I expected. So I returned it through dhl at my local post office. Since then, nothing. No confirmation that they have received it, no word on a a refund. I’ve tried to contact them. Their customer service is appalling. DO NOT buy on line from them. This nonsense of taking 3 days to reply and 14 working days to process a refund is beery poor as it is, but it’s gone well beyond the 14 days. There is no live chat to speak off, or no customer service. You cannot return in store. I’m a shopaholic and always buy from different stores online. This is the worst experience I’ve had a cross all the stores I’ve bought from. You’ve been warned. Avoid them at all costs Zara, monsoon, h and m, next, PC. World, are places I’ve returned items to in last few weeks. All returns processed and in my banks within a week, from all of them.
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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