I purchased a coat that I found nice, but didn't feel it justified the cost, so I filled out a return form. They provided a label, which I used to send it back as instructed. They requested proof of purchase, which seemed fair. Days later, I received an email confirming they had my return and needed 10 days to process it. However, after four weeks, there was still no refund. Attempting to reach them by phone was impossible; I could only email, which was frustrating. I inquired about my refund. Soon after, I got a response asking for proof of return and the label weight. This was confusing since they had already acknowledged receipt. They insisted I should have kept the receipt, despite their earlier confirmation. A few days later, they claimed they hadn't received it and it might have gone elsewhere. This was frustrating because it was their label, and they had emailed me confirming its arrival. They stated they couldn't proceed without the receipt. After a period of silence with no phone support or email responses, I was left £450 out of pocket, feeling extremely angry. Eventually, I found the receipt in the trash and sent them a copy, but still received no response. A few days later, I threatened small claims court, and they finally said they would investigate. I did get my money back, but the whole experience was incredibly irritating. The clothing might be acceptable at a sale price, but the customer service is dreadful if issues arise. I recommend choosing from the many other companies that offer better support. ThruDark, consider training your customer service team to better handle these situations.
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