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.
Connect with Facebook to get one click access to Trustpilot. It's easier.Sign up with Facebook