Review Time
I ordered online. For my first 2 orders, I emailed customer support and never received a response. I asked you to allow my packages to be left at my door but you did not so, I had to get in touch with UPS who also never responded. What a pain to order from your site. I like your stuff but the process was painful. I am currently waiting on another package that I emailed you about asking you to tell UPS to leave it at my door but they want to hand it to me. I work. I am not home when they deliver.
Firstly, I had ordered a bunch of clothes from SuperDry online store for presents during the holidays and the package arrived in shambles where it was bundled together in a flimsy brown SuperDry paper bag with a quarter of it missing and you can see the clothes through the plastic tape. Oh yes the entire thing was re-wrapped at some point with plastic tape like a mummy to hold the package back together. Not only that, but one of the hoodies I ordered was just missing from the package entirely. I speak with SuperDry using the website chat and the agent told me I cannot get a refund on that item and I have to email SuperDry to investigate. This is already a bit inconvenient considering, every other online retailer offers a "one-stop-shop" online customer service where they can resolve an issue with a single agent. Furthermore, the agent just exited the chat prematurely without me even finishing talking to him/her. Worse of all back to the holdiays, now I have to drive 2hrs to the closest SuperDry store in City of Commerce (Citadel outlets) to buy another new hoodie since now my Christmas gift is way beyond super late. I go buy more clothes from the physical store. Unfortunately, a couple days later I had to go back to return it because the size just wasn't quite right. So I drive 2hrs back to SuperDry to return clothes in which the front desk girl lectures me about not having the tag on the clothes. Well I presented her with the clothing and the tags separately because at least I kept the tags. It's difficult to gift an item if you guys place the price sticker on the orange SuperDry tag itself. So she actually lectured me twice during the entire process about never removing or else she won't take them back for refund despite literally taking 5 seconds to tie the orange SuperDry tag back on the hoodie. So yea, if the event was singular I wouldn't care as much, but the problem with this SuperDry experience has been that it was $hitty starting from the Online order, through logistics/shipping/ through customer service and back to the physical store experience. Oh yea and I got a online response from the investigations and a refund for my missing hoodie afterwards but they claim that the package had left their warehouse in one piece. That might or might not be true, but I also fail to see how SuperDry can ship 4 hoodies and 1 jacket in one of your small SuperDry brown paper bags and not expect all that crammed in there to explode out through any type of shipping method. The entire chain of experience was just bad.
I was so excited about my purchase, however, when the jacket arrived it was way too small. The website said "true to size" so I ordered a large. I usually wear a medium but I wanted to layer it. Even the large was way too small. I have to send it back.
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