Review Time
EDIT- i have just spoke to Jason who is a manager at Trapstar. He went out of his way to give me a call after reading this review to resolve the issue. He was upset with my experience and is issuing some free gifts to me and my boyfriend for the inconvenience. He made it clear the people i spoke to over the phone will be getting training again. I’ve changed the review to a 4 star thanks to Jason. I ordered two coats early december, one for me and one for my boyfriend. They both arrived early January, my boyfriends was the correct order however they sent me a men’s coat instead of a small women’s. Mistakes happen so i wasn’t too annoyed, they collected the parcel within a few days and it was shipped back to their warehouse. At this point i had emailed their customer services numerous times and heard nothing back any of the times. I was speaking to someone via Instagram DM who had stopped responding. By this time it was late January and my order had not been sent out to me. I then tried to call the customer service number but couldn’t ever get through and was cut off every time after 15 minutes and was told to leave a message which i proceeded to do and have not heard anything back since. Absolutely disgusting customer service. I have a 5 month old daughter and simply do not have the time to keep call up all the time chasing my order. I finally got through to someone who was very helpful. He cancelled the order and started from the beginning. However, nothing happened since and the status stayed on “ordered placed” for 3 weeks. I called the customer services again numerous times with no luck until yesterday I got through to someone called Brian. He was unbelievable rude and kept interrupting me speak and wouldn’t let me explain anything that had been going on. He then told me the same as the last person that they had recently moved warehouses so they was a delay. I asked him about the person who helped me before and he said there must have been a technical issue and it didn’t get sent to through the warehouse. At this point it’s laughable that a massive company like Trapstar have such awful customer services. He told me he had reordered it for me and i should receive an email that day, shock horror- i didn’t. I called up again today and got through to Brian again, as he didn’t help at all yesterday and this whole thing has been going on for 2 months i asked to speak to a manager. He said there were no managers in and he was the supervisor. At this point i was getting a bit huffy never rude just annoyed at the situation. Brian was extremely rude and didn’t help me at all, saying that he’s done all he can do. He then put me through to someone else who i didn’t catch the name of. This person has to be the most shocking customer service advisor i’ve ever come across. He was so patronising and rude. He asked for my order number which i gave him and he let me explain what had been happening. For him to then say to stop getting all “aggy”. I work in customer services myself so i know what customer services advisors have to handle. I was not in anyway being rude, and to be told this was just unbelievable. He asked me if i had pre ordered these coats which i had, for him to say “well then this coat weren’t even supposed to come to you till early feb”… like that justifies all the frustrating calls and emails i’ve sent. Regardless of whether the item was supposed to get there by a certain date, that do NOT excuse the appalling customer services. After a long phone call of this “customer service advisor” being down right rude he did end up sending the order through to the warehouse and the item has finally been shipped today after countless emails and calls. I will never ever order from this company again the whole process has been shocking. If the customer services improved then you would have a lot more customers. I would like the point out this man i spoke to over the phone today, i asked him what happened to the order sent over by Brian yesterday, for him to get quite angry at me and avoid the question all togther. Trapstar need to either retrain their staff or get completely new staff. I am disgusted by my experience, to be spoken down to by your member of staff.
As many others here, made an order months ago (Black Friday drop to be precise) and tho the order came in the last week of jan, I didn’t mind. My issue is trying to return a jumper. No response to multiple emails, no response on their website chat box, no response via phone. I sent my item back via a tracked delivery so I know they have it but they still they don’t answer. No refund issued either. How can you be for the streets when you violate your customers like this?? Disgrace. Trying to respect the brand and not resell the product yet they’ve made me wish I just sold it on eBay. Do yourself a favour, don’t try send anything back, sell it yourself and make a little profit, this brand isn’t worth the hassle.Mikey trapstar, Lee, Will and anyone associated with this brand, please do better. The people don’t want pizza boxes, they want a working customer service team. In reality Trapstar sucks.
SHOCKING! Avoid at all costs! I wouldn’t even give them one star as nothing if that was an option! Their customer service is nonexistent!! On all platforms, they ignore all forms of contact, the phone line never rings always on voicemail to advise not taking calls at present, if you need to return your order, (at you own cost) they insist you return it via RM special delivery costing us £15 which they receive next day before 1pm yet still do not acknowledge receipt, they do not follow their own policy of refunds within 10 business days, once you eventually receive your refund it is well over this time! Disgraceful really and it seems I’m not the only one having the same experience! I would never buy or recommend them again! AVOID! AVOID! AVOID!
I ordered a tracksuit on 11th December with a lead time of ten days. It cost £300 and it is now February. I have called and sent emails and still can not get through to anyone nor do they return my emails I’m fuming 😡 not sure what to do from here???
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