I ordered a few items, including matching shirts for my husband and son for Christmas. Items arrived 12th December, my husbands shirt had a visible hole on the outside of the packaging. I logged this issue on 13th December - sent full pictures of the shirt with the hole in the side, packaging fully intact, showed clearly the hole in the packaging and the shirt. Received an email after a couple of days asking for photos, despite the fact there were photos on my original complaint, but ok, perhaps they didn’t make it through the system, so I re uploaded and sent. Didn’t hear from them for a few more days and by now Christmas is fast approaching. So, I contact them through the live chat, which seems to be ‘escalated to a manager’ - I do get a quicker reply, and the manager says that I can have a replacement or refund, I pick replacement because I want to shirt for a Christmas present - which I have stated multiple times. I don’t hear back after that email, so I followed up again.I received a generic ‘we are looking into your email’ from someone - I did wonder what they are looking into at this point as I believed it was resolved - ie, I have said I want a replacement, so surely at this point just send a replacement?? I email again to ask if this has been sent.I don’t get a reply (obviously).So I email again, and on 23rd December I receive an email to say “ We wanted to share a quick update. Your inquiry is still under review, and we're closely monitoring its progress. We'll be in touch as soon as we have further information to provide.”At this point I realise that clearly the present won’t be arriving for Christmas. What is possibly under review? Someone asked if I wanted a replacement - I said yes, surely that’s then a case of putting the shirt in the post? It’s not good enough. This isn’t customer service? What on earth is going on for any of the people involved in the customer service team to think this is how you treat customers?Why is the head of customer service allowing this kind of thing to happen? Because reading the reviews it’s clear that there is a problem with the day to day running of the department.People tend to leave reviews if they are either really unhappy or had a great experience. I don't usually complain. I emailed customer service multiple times to put it right. They failed time and time again and now I don’t really feel like there is a choice but to express how unhappy I am. Do better. It’s not hard to keep paying customers happy. DO BETTER. If management is reading this your processes aren’t effective and customers aren’t happy. Faulty / damaged item received and nothing don’t about it? What is that all about??So, am I receiving a replacement? At this point who knows. I’d try and email again but who knows if that would even get a reply with any kind of action? Disgraceful customer service.
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The United Store is the official online shop for Manchester United Football Club. It offers a wide range of club merchandise, including kits, apparel, accessories, and gifts for fans of all ages.
