Updated (see below) I am so so anxious, havent been able to sleep. I ordered 8 coats, and returned 7 via DPD the next day. The package has been returned and only 2 items have been logged as returned. Ive contacted via phone, email and whatsapp, all they can tell me is to wait 7-10 days for the refund to be processed. But they are not accepting that something must have gone wrong because I have already received a refund for the two items recorded as returned. There is no sign of the other coats.I have no idea how this has happened as they are all in the same package.Whatsapp told me it was because different brands are recorded separately, but there were "twin" items in the package to the two items that were acknowledged and refunded already. I thought I had done due diligence by emailing ahead of my order to check the returns processed and had been reassured of the cost and process. But something has gone wrong and I cannot see it being rectified. My order number is 15859922.I was expecting a refund of £951.55 but have only received £284. Therefore I am still £667.55 out of pocketUpdate (30/10/23) After learning that I had only 2 more days to file a claim with DPD for "losing" five items from the package, I tried to begin this process but DPD explained that since I used the Snow+Rock returns portal, they would have to request the investigation So I called Snow+Rock again, nervous after the rude and dismissive response of last week. Thankfully the agent Tracy treated me with respect, professionalism and integrity, she was sympathetic and understanding of why I was so anxious about the missing items. She filed a new ticket for their returns team (not sure why this wasn't done last week) and somehow the items were processed within hours. Much anxiety and frustration would have been saved if the full returns process had been completed and I had been helped by Tracy last week. I am so grateful to her. I will definitely avoid ordering from Snow+Rock in future due to the distress I've been through all weekend wondering how I'll manage without the £650+ that I feared was lost or stolen.Update 06/11/23Another week has passed now - although Snow and Rock acknowledged the receipt of all items and "processed the refund" according to their email, I am yet to have been refunded any more than the initial £279 refunded for the first two items processed. I have e-mailed them today to chaseUpdate 13/11Have spoken to Cs again, apologised but can't tell me why the refund has not reached my account 😭Update After pursuing a PayPal dispute the full refund was processed. This was authorized by PayPal not Snow+Rock
Claim your business profile now and gain access to all features and respond to customer reviews.
Snow+Rock - Retailer of clothing and equipment for athletics, mountain sports, camping and skiing. Store locations, snow reports, resort guides and online sales.
