This company should not sell anything in the UK! My order number is ZAPAKAUK53014I ordered a suit from this company for my autistic daughter to wear at the prom. She opened the bag after few days we got it. When she eventually tried it on, the blazer was too big and the pants extremely small and with holes instead of pockets. Two elasticated bands were holding the holes and the pants together (something difficult to explain and never seen in my life)We decided to return the suit and I went on the website to find a way to do it. However, I found nothing clear on this process.I also searched for my order but I could not find anything related. I managed to find a link in the email that confirmed the order placement which led me to the website page that confirmed the order was placed. I cannot access my customer account, I cannot amend details, see order history nothing. The site is a scam.It felt like these details are intentionally hidden, so you delay requesting a refund or maybe change your mind distracting you to look the other way. Eventually I opened the webchat and asked how to return. I was told it is too late as more than 7 days passed since the item was delivered to me (9 days have passed, to be exact). They kept sending me to the return policy which said nothing related with a familiar process. Eventually I have asked the issue to be escalated and I was told an email confirming escalation will be sent to me. The following day I received an email and I was offered £15 off for my next purchase which for me it represents an acknowledgement something is fishy.See the exchange below:"Dear Silvia,Thank you for your feedback. Our return policy is set in place to ensure that we can process all returns efficiently, and unfortunately, we are unable to accept returns outside of the 7-day window. This policy helps us maintain fairness to all our customers.That said, we still want to do our best to assist you in any way we can. While the return period has passed, we are willing to make a one-time exception to offer you a refund of ￡10 or a coupon code worth ￡15 for your next purchase. Please let us know which option you would prefer, and we will be happy to assist you further. Thank you for your understanding.Sincerely,MelodyTicket ID: 36B2PR"So I replied:"I am not sure why you offer me this voucher. I do not need it.At this stage I feel like I have beer robbed of £110. I am unhappy I cannot return an item that is in perfect state, the state in which you sent it to me.I am unhappy that you refused a return when I requested this after 9 days from the delivery, considering the long time taken for you to deliver it. You stated the return should have been done in 7 days, but this information was not provided at the purchase, or in the bag the item was received in. Also reading the return policy apparently there should be a fee for the return, but you do not disclose it, and no address for you is provided.I am unhappy the return policy and procedure were not clearly visible when I purchased the item, to decide accordingly.I can still see this on the website when I try to simulate a purchase. Nothing clear about refund is mentioned. For me, this is intentionally concealed, with the hope you fool people and take money from them for items that lack quality and not returned in these 7 days. I am unhappy you expect your customers to look around on your website and find the return policy. This is intentionally misleading as this is not something a customer is looking for when they purchase something they would like to keep, expecting good quality, as per the price they pay.You guided me that the policy is at the bottom of the website's pages where no one is looking really, when the details of the policy should be clearly stated at the purchase.I am unhappy that your website quickly opens all tabs in the menu, except the customer tab. When I want to open my customer tab, nothing is opening, my name is marked with red so I cannot see my order in my customer account. See screenshot.The fact that you offer me a discount shows that you admit something is wrong here.And the fact that you want to make me feel bad for asking for a refund with two days outside of your 7 days time frame, by suggesting it is unfair for other customers, is terrible.The refund relates specifically with your items: how can you have holes instead of pockets to the suite trousers?I will speak with my bank to arrange a dispute with you today. Your service is very disappointing and my reviews online will show this accordingly."In spoke today with my bank and they will investigate. I hope this will help people decide to search for elegant items somewhere else."I have been fooled.I found another suit with the same fabric on another website, with next day delivery. I purchased two sizes, kept one and returned the other with no issues This is the UK.
Claim your business profile now and gain access to all features and respond to customer reviews.
