I've shopped with this website for a number of years now, and items have usually shipped very quickly. However I placed another order for two items in early December, and after hearing nothing for a month, sent a followup email asking to know the status of my order. I then sent another email. And another. Finally got a reply, and they did then agree to ship half of the order, and I agreed to wait for the second part to come into stock (which was apparently due "any day now"). Half of my order arrived, however since then I have sent a further three emails over the last two months asking about the status of my order (including one requesting a refund), and have received no reply. No refund, and no communication from the company.
I would think very long and hard about ordering from this website, and if you do so, do it through PayPal so that you can request a refund when they don't send your order.
I would very much like to resolve this issue, as I shopped for years from this website with no problems. However at this stage I am very unlikely to do so again.
Pros: wide range of designs. Website nicely done and easy to navigate.
Cons. Can get cheaper from American sites even with the postage added. I ordered underwear from various sites at the same time, the USA orders arrived days earlier than iwantpants.com.
So I had a response to my original review which you can all see below promising a refund for items that were never delivered. This has not been forthcoming so I have no alternative but to put a claim through my credit card company. It would appear that any replies that Jeremy posts here are purely for show to try and reassure would be customers. I have also had no communication through the proper channels, i.e. through email or telephone. Very very poor company to deal with.
Having read mixed reviews, I decided I'd give them a go purely on cost. MISTAKE!!! Gut instinct was telling me not to based on the numerous reviews of no response to emails and permanent answerphone. So after 2wks, 4 emails and at least 10 attempted phone calls here I am £100 poorer and no items to show for it. The distance selling regulations state that if no delivery date has been agreed, the seller has 30 days to fulfil the order, so it is no surprise that a delivery date is missing from the order confirmation as that gives 'Jeremy' the maximum time stipulated under the law before he has to bother doing anything.
Jeremy - a further hint to you, if you are going to continue to provide a complete lack of customer service to any of your customers, at least bullet proof your processes so that when something does go wrong you can claim to be abiding by the law, i.e. upon accepting the order (and taking a payment), a contract is entered into, and the order confirmation should include details of your return policy and physical address (not a PO box!). It should also outline cancellation rights (i.e. anytime from ordering to 7 days after receiving goods).
I've got no problem with waiting 2wks or 30 days for an order as long as this is stipulated up front and before you order. To take payment for items which are showing as 'in stock' on the website and to then leave the customer hanging for 2 wks with no contact or response to their attempts at contact is at best 'disorganised' but at worst fraudulent, especially considering the fact that everyone has to go through either paypal or their credit card companies to get a refund.
There are clearly many happy customers that have no issues so there must be a sound business model in there somewhere. Unfortunately the common sense aspects to running a business, namely protecting your reputation and keeping customers happy, is sorely lacking from iwantpants. No one expects everything to run smoothly all the time and mistakes will happen, but be honest and upfront when this does happen and do everything in your power to rectify. Don't keep people in the dark, give refunds when asked for in a timely manner, and have good communication. Have all of those and you'll avoid these negative reviews which ultimately over time will kill a business like iwantpants. Shoppers are becoming increasingly savvy with regard to online purchases and reputation is everything. Be smart.
So, to all those reading this and considering using iwantpants, 2wks ago I was in your shoes and I gave them the benefit of the doubt which I now regret. Rightly or wrongly I feel scammed (mainly down to the lack of communication) - so if you give these guys a go be aware of the risk that you are taking.
Their 60% sale had a few good items even though on the most popular styles there were mostly just XXL left..just don't bother trying to return anything as they won't even reply to any emails which happened to me. I was not going to use the site after this but I was unable to unsubscribe from their mailing list (told me I was but I still got emails) and an email stating a 60% sale convinced me to try again. However, in future I will stick to their sales & not buy any items I am not 100% sure I will like..but since their unsubscribe works now I won't get their mails to tell me but am not bothered. Their site could use a makeover & be a bit more user friendly also.
My order had the status 'processing' for over a week despite the money being taken pretty instantly. I e-mailed asking if there was a problem and got no response. It may be that it just takes 10 days+ to process the order but a little information would have helped.
Apart from that, the good arrived as described. This is the second time I have used iwantpants and I would probably use them again,
Because you have kept mine when I am due a refund. I have been waiting for a refund or exchange for 2 months. Does my £16.00 earn you much interest? I have noticed on another review site that other customers have been waiting for refunds and have taken action through paypal. Unfortunately I trusted your company and used a debit card and so I am still having problems....
I have shopped through iwantpants.com for years now because of the range, and the regular and generous discounts offered.
You can make some huge savings with these guys, but boy do you have to work hard for it. The time it takes to get to finalise your payment and place your order could test the patience of a saint. The longer I have navigated the site, the more it freezes and locks up. I have to leave the site, refresh and even close Safari altogether. At times I have just given up altogether, but when you are offered up to 60% off, who can resist?
After so much grief, I took the time to contact iwantpants.com a while back to inform them of all the troubles I'd had, but it seemingly fell on deaf ears, as no response was had.
So ultimately, if you are a patient person and hungry for a bargain but know how to manage your expections given what you pay (service wise), give it a go. Some great products on offer at times.
Items have arrived as described! No issues at all. I only wish they had more items in stock!
I bought a T-Shirt and paid for 1st Class delivery in ate december. Two months on, I still have not received the item. I only received an email on the 11th of January saying that the T shirt was out of stock. The telephone number provided on the confirmation email is constantly directing me to an answering machine. The transaction is very poorly executed, actually not executed at all!
I have ordered off iwantpants a couple of times now. There customer service is second to none and their delivery time is one of the best I've come across. That's not even the best bit they are the cheapest around I like my designer pants and haven't found anywhere else to match them for price and quality.
i used this site and my order came quick so i have made another purchase on the 10/02/2013 the money left my bank account the same day , but i have not received my order. on my iwantpants account page, it is showing has processing i have made contact 3 tImes via email and still have no reply have tried to telephone always the same answer machine stating high callers so make contact via contact page on your iwantpants account page i have and still no reply....
,***************.I WOULD ADVISE NOT TO USE THIS COMPANY*****************
NO CUSTOMER SERVICE,,
have got my part order today 01/03/2013
the items are good from this company is the lack of customer service where there is problems...........................................................................................................
Fabio Ciquera found this review useful
I do like the website, and will use it in the future. I really prefer the free royal mail shipping, only negative is that you cannot search by size and tou have to go through all items to find tour size. Please get more M sizes!!!
The website was so easy to navigate.
Size was just right.
I feel amazing wearing these products.
Great value for money.
I couldn't praise the service any higher.
An amazing range of products.
Great shipping speed.
I will definitely return again and again.
i recieved my billabong boardshorts very quikly, they where great quality genuine billabong shorts, overall very good site to buy from will be purchasing from here more often! :D
I ordered two twin-packs of Hom pants (two pairs black, two pairs white) from Iwantpants in October. The package arrived containing only the black ones, and on the invoice in pen it said 'R' by the white ones.
Despite 15 attempted calls since October, I am yet to speak to a human, and the several attempts to contact them by email and their website have not generated any response. I have held off leaving a review until now to give them the benefit of the doubt, but to sum up their service in one word - it's "PANTS"
Avoid this site unless you like wasting time on fruitless customer service chasing.
Fabio Ciquera found this review useful
Really easy to use and they stock Ginch Gonch pants my partner loves but I can't buy on the high street.
This is the first time I have shopped here, but I have just placed a second order after such a great experience.
I think this is the 3rd time i have shopped here. Some of the products i looked at were not in stock in my size, but the ones i did order were a good price. They were delivered quickly and i would recommend and use them again in the future.
Used I Want Pants for the first time recently came very quickly but box was squashed in the post so not sure if that was a packaging issue or a post one - hence not a five star review.
I was expecting a repeat of some Hom underwear I already owned that were baby pink and got cerise which was a surprise - the fabric whilst still good was not quite as expected either as expected cotton not a mix of fibres - BUT they are still EXCELLENT VALUE!
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