Item was faulty - discovered whilst wearing said item. Contacted to ask for an exchange (preferable although would of accepted a refund if item was out of stock). Replied back asking for a photo of the fault, I was slightly taken aback but obliged. Replied again saying they could not "see" a very obvious fault which I had now explained twice with photo evidence to back up my claim. After this I got miffed and felt they were being ridiculous when they asked for yet more photos (only retailer I have EVER had ask me to go to such lengths for a simple exchange - especially as I am a loyal customer). After this they simply emailed back telling me to return for a refund (which was not what I wanted to do, I wanted an exchange). Very pernickety and annoying customer service. Previous to this I have had a next day delivery item take over 5 days to arrive - very poor no apology or gift to make up for it.
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I am extremely sorry to hear you received a faulty item, this certainly isn't up to our usual high standards. I can advise it is standard policy for us to request a photo to view the fault before we issue a Freepost label to return faulty items. I am extremely sorry you felt disappointed by this procedure. Also the set of instructions do advise the item will be exchanged subject to stock. Thanks, Diane xx