I recently attempted to buy a jacket on sale at a well-known retailer (around €189 during what I believe was a Black Friday promotion). However, when I tried to check out, the website encountered a glitch that prevented me from completing the transaction. The following day, I submitted an email through their website detailing the issue. Instead of a helpful reply, I received only an automated message reminding me of an item left in my shopping bag. By that time, the discount had disappeared and the jacket returned to its full price. I also tried reaching out via the website chat multiple times, but every attempt resulted in a wait of over 4 hours, and I never got a response. Days passed with no reply to my earlier message through their contact form either. Today, I finally managed to connect with someone through chat (after waiting about 3 hours). The representative acknowledged the problem but stated they couldn’t assist me. Interestingly, the “glitch” only occurred while the item was discounted, and now that it's back to full price, the website functions perfectly. As a long-time customer of this brand, this entire experience has been very disappointing. The lack of support and reluctance to assist has genuinely altered my perception of the brand. I will certainly consider other options moving forward.
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