Having been a loyal customer of Cloggs for the past 3 years (in fact it is the only place I buy my FitFlops), I had never had to use their returns service until 3 weeks ago. I ordered a pair of shoes which did not suit me so I sent them back and ordered a different pair. Over 16 working days later my returned items have either not arrived, or not been entered into the system at Cloggs. Unfortunately it seems that Cloggs have a slightly different system to return than other companies I have shopped with (like ASOS, Next etc), which is not clearly marked on their returns slip, that you need to get a tracking no from Royal Mail. I simply put the item back in the normal post with the required label.
After e-mailing customer service and getting their standard e-mail response which didn't answer my question (kept stating it had to be over 14 working days before they can do anything - which is was), I called and spoke to a customer service agent who advised me that it was difficult to say whether the package was with Royal Mail or at their depot but yet unscanned.
I find this very frustrating. I'm being penalised because either, Royal Mail have lost the item or it has been delivered to Cloggs but they haven't scanned it back into their system yet. Meanwhile, I have already made an alternative purchase of higher value than the first and am out of pocket by about £60.
Having always received excellent service in the past from the Cloggs order and dispatch teams, their dreadful returns process really tips the scale. Surely the basis of an internet based footwear company is to have a decent returns process that works so that when, inevitably, people choose to return an unsuitable item once in a while, they are still given the same level of service as when they purchased the item. By the looks of some of the other reviews Cloggs are losing customers because of this.