Purchased sunglasses and a wallet.
The wallet sent was incorrect, despite the description on the receipt being ticked as checked and the packaging label on the wallet stating that it was a different product. The sunglasses were broken but packaged (I can accept that the fault may not have been clear when sending).
The returns slip in the order had no mention of refunds for faulty/incorrect orders being sent. However, it does state that when returning items it is the purchasers duty to pay the delivery cost (funny how they were diligent enough to mention the latter).
Sent them a message on their website to request a refund and reimbursement of the return delivery cost upon arrival. No reply after 3 days.
Found their Facebook page to attempt to contact through a different method. Since my complaint they have had more than enough time to post pictures of themselves wearing new delivered stock but not to respond to customer complaints and query's regarding orders.
Terrible customer service which seems to take a backseat in favor of promoting and selling their items! Obviously customer service is not a priority. Not impressed!
UPDATE!: They have happily refunded my money for the all items swiftly and offered exchange following a response due to my contact via facebook. Apparently the form on the website was broken... Acceptable outcome. However, I feel that they should have notified customers of the contact form issue on the website/fb. Maybe this outcome was due to a public message on facebook, who knows? but my fb comment was removed from the page shortly afterwards.
I always check reviews of websites I don't know before buying something from them, but for some reason this time I did not. I was extremely worried when I saw the 1- and 2-star reviews for Kate's Skates online, but had already purchased a pair of shoes from the site. The communication I had with the staff was top-notch, I received extremely quick and detailed replies, and even a response to a threatening sounding email I sent about their reviews...
The product was delivered almost instantaneously. I ordered the shoes on Monday afternoon, and by Wednesday morning they had arrived, in decent packaging and in perfect condition. I chose the site because of its prices and its choice, and I do not regret it one bit.
Don't believe what you've read here and elsewhere - Kate's Skates is a fine establishment!
We have had an awful experience with them recently. They took an order last week in November, for delivery overseas for 2 scooters. The order went through fine, so did the money, instantly ... ever since then fob off, excuse, and no ring backs. They took our money despite their promise not to debit before despatch, gave us some lame excuse about a tracking number that the delivery company wont confirm is picked up just allocated, and then refused to come back to us in a 3 week period. Xmas is near ruined. Phoned the credit card company, and lo and behold, they are known ...be very very careful, dont fall for the charm, insist on proof of dispatch not a tracking number ....
Abby Jacobsen found this review useful
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