As with one of the previous reviews, I ordered an item off their website and I've had to contact them why it hadn't been shipped. Their customer services weren't aware of this and said it was only because I had contacted them that they said they would try and find out what was going on and get back to me that day. That was yesterday and I'm still waiting. I've sent them another email and I'm still waiting. This is their first response below and I'm still waiting for confirmation if the item is in stock, or not.
I have just looked at your account and unfortunately due to a low stock level we are having a bit of difficulty locating your itemIn some cases like this we do sometimes find the item in order for it to be dispatched in others it could be that it is out of stock
I will look into the issue for you today and get some more information
Apologies for any inconvenience and apologies you were not informed of this issue
Your order has only been brought to my attention as I have read your email.
This was my first order with them and definitely my last. I've bought from several online retailers over the last month, including from the US and not had any other problems at all. Even worse is that they've taken money out of my account for an item they did not have, despite the website indicating that there was stock.
Very, very disappointed.
Took a week to tell me my order was out of stock. I ordered the same thing in another size. It took them another week to tell me it was out of stock. Over a fortnight between placing an order and receiving any goods. Useless person on the phone wouldn't speed up my order or provide any confirmation that they had the item in stock.
One of the most useless Internet based companies I've ever encountered. I shop online a lot and this lot stand out as hopeless.
I complained online to their customer services dept (no response).
Only use this company if you're desperate...
In stock and ordered on site.
Emailed without apology days later to be told that item was out of stock.
I could have purchased the same item for the same price elsewhere but missed out.
Perhaps other retailers are more reliable
It was one disappointment after another with Van Mildert. I ordered some Ugg boots, and although they arrived promptly, they were the wrong colour. Disappointing already as I'd needed them that week to give as a birthday present. Van Mildert apologised, sent me a freepost returns label and told me to return them, and that they would send me the right colour at the new sale price - 30% cheaper so i was somewhat placated. So far so good and I returned them straight away, although queuing for an hour in the post office during the week before Christmas and paying for the packing in which to return them was a complete hassle i could have done without. I recieved automated confirmation that Van Mildert had received the return, however as I waited day after day the correct boots did not turn up and I assumed I must have missed the delievery note. By now it was the day before Christmas eve and any hope of me giving them to my sister in time for Christmas instead was diminishing.
So i checked my bank account, and saw that i had been refunded the initial amount i had paid. Confused, I called Van Mildert, and they said the boots I had wanted were out of stock and so i had been refunded instead. With no communication of the situation, and no advanced warning so I could at least have looked to buy them elsewhere in time for Christmas, this was completely unsatisfactory. I was now left with no boots whatsoever. What was most infuriating is that had Van Mildert got my initial delivery correct then i would have recieved the boots when they were in stock. Clearly by the time VM had received my returned boots, they were out of stock.
Although the customer service gentleman was pleasant, being told that he coudln't 'magic the boots out of nowhere' was not really helpful when i was clearly very agitated by the circumstances. Consolation came in the form of a 20% discount off of any full priced item in the future - which was not really any consolation when you consider that at after the wrong ones were sent to me initially i was told i could buy them for 30% off, surely a better deal.
A bit of extra diligence and communication was all it wouId have taken for this to have been a smoother customer experience. I would highly recommend that any future customers call Van Mildert and confirm their online orders over the phone to avoid this kind of frustrating event happening again.
I ordered a pair of trainers over 3 weeks ago and they still haven't arrived. After sending emails that were ignored I rang the Customer Service Department and they told me to check for them myself in my local depot.
After checking in my local depot with no success I rang Van Mildert again, they promised to check out the status of my order and phone me back but I've yet to receive a call - 3 days before Christmas. This is extremely frustrating as my purchase was supposed to be a Christmas present.
Appalling customer service, would not recommend.
Ugg boots were cheapest around. Goods arrived promptly. Returns and refunds easy and quick. Had to pay for delivery and refunds but this did mean good service compared to other websites.
I ordered at the end of November and have been waiting for my order ever since. I checked my account. The order was processed and my adress is correct. Customer Service is not replying by mail and not reachable by phone. Obviously I am very disappointed and will cancel my Credit Card payment.
The site was easy to navigate, images are clear and show goods from every possible angle! Paying was easy, and delivery was on time...just before Christmas as well! Everything you expect, but rarely get. Well done Van Mildert!!
I ordered some uggs on 10th December which are to be a xmas pressie and it took them until the 16th to tell me they were out of stock when this was never advertised on the website. I will definitely not be shopping with them again I just hope my refund does not take as long.
Excellent service prompt delivery, loved the quality of jacket so pleased with it
Had to order over phone because there was no option to add to basket on site. I was told this was because it was high value? Anyway i called saturday, paid and requested next working day delivery and was told it would be with me tuesday before 1pm. I didnt recieve it that day but later had a mail saying it had been dispatched. I phone customer services and they are processing a refund after apologising.
Could have been a lot easier. Two phone calls to buy and chase an item is not the smooth shopping experience you need when buying at home.
Good item and ok price though.
I have ordered quite a few items on line for my son. The website is easy and straightforward. The items are delivered very quickly and beautifully wrapped. I had a problem previously when ordering on line (my fault) and left a message asking customer services to contact me. I was called back immediately and the problem resolved immediately.
Decent variety of clothes, fair prices. Easy to navigate website.
Ordered some swimming shorts to go on holiday with - paid extra to make sure they were delivered on time. When the item did not arrive on the day i phoned to enquire and was told they have not been sent as they could not find them. Unhappy customer.
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