Still awaiting a refund for two parcelled I returned in dec. Emailed the company and received no reply. Rang and was promised a refund within 4 days. No refund. Rang a week later and was informed that my proof of postage receipt wouldnt be accepted and that I have to contact royal mail for advice. Very poor considering topshop, dp, miss selfridge etc all accept proof of postage for refunds. I refuse to believe two parcels can go missing with royal mail but am sure they are amongst the chaos at ark and will never be refunded.
Had another parcel worth £90 ordered in january not turn up. Asked for a refund and still not received this.
I ordered a Superdry Shirt on 5th January. I hadn't received an email saying it had been dispatched on the 9th so sent an email to Nina who said there was a backlog and that my order would be dispatched shortly. Then on 14th January I received an email stating that the shirt was out of stock, my order had been cancelled and I would receive a full refund within 3 working days.
I was so annoyed because if the shirt was out of stock it should say this on the website! I just checked and it is still in stock! Also - I wasn't informed the shirt was out of stock until 9 days after placing my order.
10 days after the cancellation email I still have no refund, I have sent 5 emails and tried calling them but having the same trouble as everyone else, no replies to emails and the mailbox is full so can't leave a voicemail.
I ordered 2 items at £95 in December and still no delivery. I received a generic email explaining the late delivery and that my order would be on the way soon - and an offer of 20% off of new arrivals as a way of an apology... Quite a nice gesture I thought, even though there weren't really any new arrivals I wanted so I carried on waiting. And waiting. And waiting, bearing in mind that Ark had taken the money when I ordered in December. Then a text and email to say my order had been dispatched. Great!! Except City-Link state my delivery never existed.
Ark have always been my first destination (online) for all of my branded clothes and I have never had any trouble with them whatsoever, good product, good prices. But this is an absolute shambles. No reply to emails, no reply on the phone. £95 out of pocket.
I will give Ark a little longer to sort this out, but then on to my credit card issuer for an investigation is not what I should expect to have to do.
i ordered over £300 worth of stuff, a month later, no parcel. The tracking number I was provided with did not exist according to the courier. Sent numerous emails, phone calls and no response and no facility to leave a message on the phone, finally got a refund through paypal. Disgrace.
I gave them 1 star but that's only because you cant give zero stars.
The worst online clothing shop on the market.. Every review says the same, wish I read reviews before buying from them. Shouldn't be allowed to operate.. Worst company ever.
Same issue as everyone else, ordered on 29th December, informed item dispatched on 9th january. Spoke to royal mail item hasn't been dispatched and appears out of stock on website even though I have been charged. No reply to any emails, messages or just no way to contact a customer service member. Love the shop but will not be ordering offline again. Disgraceful customer service
I ordered 3 items from the Ark website on 26/12/11, i did not hear anything until 03/01/12 to let me know that due to the Christmas rush my order was delayed. Later that day i had another email stating that my order had now been despatched by City Link couriers. The full order value of £41.50 was debited from my bank account on that date. The parcel finally arrived 13/01/12 but with only 1 item in it, the other 2 items (which i had paid for) were now shown as out of stock and refunded...here we are on 18/01/12 and suprise suprise no refund, no answer to several emails and no response from their joke of a customer service helpdesk. I've now been left with no option but to contact Consumer Direct and the Trading Standards office who have promised to investigate this company and assist the many customers like myself who have been ripped off.
No matter how much you like their clothes please, please take my advice and shop somewhere else or you could well end up in the same situation.
Ordered a jacket from them before Christmas which arrived faulty. Sent it off for an exchange over 10 days ago and haven't had any confirmation that they've received it or sent out a replacement.
Tried ringing over and over again where I originally got the full voicemail box where no messages could be left. Today it seems to be a disconnected number.
I'd be very surprised if I'm actually going to see this jacket ever again...
Update 23/01 - Posted a complaint on their Facebook page and was told that their Website Manager - Mike would get back to me (As have about 50 other people). I've not been contacted and seems as though no-one else has either.
Does Mike even exist?
This company's approach to customer service is completely unacceptable. Obviously they can't take full blame if there has been a systems failure, but a major priority then should've been to communicate with customers by any means possible and give full details of the problem. The biggest problem for me has not been the delay in deliveries but the completely ignorant and unprofessional way in which it has been handled. I refuse to believe that there aren't staff employed at the Ark head office for this purpose and the silence seems very deliberate. Not a very reassuring service at all.
As previously stated. We are working very hard to return to normal standards of service. We completely understand your frustration and our lack of communication which is a result of systems failures between 25th December and 5th January 2012.
All returns are being urgently processed.
We agree that what has happened is completely unacceptable and we sincerely apologise for all the upset caused.
If you wish to personally me email me my email address is firstname.lastname@example.org.
I will endeavour to reply to all emails on receipt.
Please rest assured that this will never happen again and we will soon be offering guaranteed next day delivery.
All customers that have been severley inconvenienced will shortly receive a 50% discount code by way of an apology.
Isaac found this review useful
Order confirmed & despatched.
No order arrived.
Order never arrived with the courier despite Ark Clothing taking the money.
Despite initial promises of compensation, nothing came of it.
Ark have refused to answer follow up queries.
My experience of Ark - a dishonest mess that are to be avoided.
UPDATE: Nina at Ark has resolved issues. I would like to add that my opinion of Ark has shifted. I think that rather than being dishonest, they just got themselves into a mess and took their eye off what matters; the customer. More recent reviews suggest things have improved.
Please see comments.
Nina@Ark found this review useful
ordered a product on December 27th and had not received the product so was going to contact them however i then received an email to say that they were behind on orders which was fair enough due to it being Christmas and with the sales however when i tried to email them i received no response and also no response to any phone calls!
they sell some really nice products but now i will be looking at the products however purchasing elsewhere
I posted a jacket back to Ark Clothing recorded delivery over 4 weeks ago now and am still awaiting a refund. I have called and emailed an ENDLESS amount of times with no response whatsoever which is highly frustating!!! :/
I do around 90% of my clothes shopping online (have done for years) and I have never ever ONCE experienced a problem with any other company
Maybe we should all contact Watchdog for help in claiming back the money they have stolen from us?!!
Ark Clothing.... Appauling! Avoid at all costs!
I placed an order on the Ark website on the 6th January and the website stated my order would be dispatched the same day if items in stock. Both items I ordered were shown as in stock but to this day I have still received nothing. I have called the helpline more times than I can remember but can not get through to speak to anyone. All options eventually go to voicemail which then says the box is full. Have sent many emails and been into my local store twice. Still no response from Ark with regards to my order. Am still none the wiser whether my order will even be delivered if it doesn't I presume I will then have to fight for a refund. Will never order from again. AVOID!!!!
I ordered Levi's Slim Taper Braces Chinos and another pair of chinos from there website january 5th and still up this date I havent recieved them yet. today i recieve an email claiming my order had been dispatched however the other pair of chinos isnt in stock.
I actually emailed there customer service 4 times without any response and also made a phone call which also didnt make a difference. In one email i asked for a refund and i didnt recieve my refund.
If you were thinking of buying from there website, then i suggest you read all the review which as you can see strongly suggest you shouldnt
I had ordered an item on the Ark Clothing website on the 27th Dec. Took over a week for them to ship and a week after that the item has still not come. When I try to track the order using royal mail; it says: "The sender has advised us that the item xxxxxxxxxxx will be shipped on 06-01-12" and has been like this for some time now. Emailed twice no response, Called their "Help Desk" a number of times and just went to answer phone.
I've ordered from them before and there was no hassle, but this time it's just ridiculous. Sort it out Ark.
My partner & i ordered several items from them on the 2nd January, got an email to say they were behind with orders, no problem good of them to do so. No further contact from them for 10 days until yesterday when we had an email to say our item had been dispatched, however they had just realised that 3 out of 6 of our items were actually not in stock & they couldn't get them back in!!!! Extremely disappointed, we too love shopping in Westfield Derby Ark, but used the website for sale items as there was more choice. This should have been picked up a lot earlier, just goes to show the first time they really looked at our order was 10 days after placing it, very poor in my opinion and will certainly reconsider ever ordering from them again
I placed an order over a week ago and I have heard nothing apart from a conformation email. I have emailed them and called them hundreds of times but can't get through so can't get a reply or explanation. I love shopping in Ark in Leeds & thought I'd try out the website as they didn't have certain things in the right size. Now I doubt they've even got it in stock. Its turned out to be a massive waste of time. Don't bother! Will avoid this company like the plague from now on.
Ordered the jacket on the 25th of December, got a text saying it would be delivered on the 3rd of January, this did not happen. Then after many lengthy phone calls (AT MY COST!!!) to see what had happened i was repeatedly told it would be here on another day, finally we had approached the 5 th delivery date stated and nothing. Finally they admitted to not having the jacket and gave me a refund, this took the 3 weeks to figure out, poorly organized, poorly managed and I will NOT be going back and advice everyone else to do the same.
My order took 2 weeks to get to me, and during this time I got an email saying my order had been processed, then another confirming my order had been shipped. I was then charged for my order. When I actually received it, they had only sent me half my order, saying on the invoice that the other items were out of stock and that I had been refunded.
On the email about shipping, it clearly says my whole order had been shipped.
I have still not received the refund, despite mailing their customer service desk. Someone's getting some angry phone calls pretty soon!
I've been trying to get in touch with them for 3 weeks now, no email replies, no one answering the phone. They did have a twitter feed and facebook page but both have mysteriously disappeared after negative comments about the poor customer service appeared on there.
I am still trying to receive a replacement jacket from the original order I returned to this company.....I have received no jacket, no reply to my emails and can not get hold of anyone on the telephone.....but they have my money?
Will never use again, and hope someone contacts me very soon.....or i will have to take it further to get my money back, but not sure who!!
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