I purchased a jacket on Black Friday, but it turned out to be defective. When I attempted to return it via their website, I was charged a fee of 5 pounds. However, they failed to pick up my item on the promised day. Although the online tracking indicates it was collected, that wasn't the case. After paying for the return, I contacted customer support, only to be questioned about my reason for returning it. I explained that I had already paid for the return service. Their response was to reach out to the courier service. This is incredibly frustrating. I just want my money back, as the jacket is unusable due to a manufacturing issue.
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