Gulnur Reynolds´ profile

Reviews (1)

Appalling, inefficient, trivial service - Dishonest Cheeky Return Policy

Welcome to the club; last week I also did a mistake by ordering a pair of UGG Boots. I wish I didn't :( First of all they told me that they were not sure that it was stock and had to double check it first. If they are not sure about their stocks then why an earth they show that it is available on their website? I don't understand...Anyway, then they told me that it was in stock and they are ready to send the item. It arrived on time. However my problem wasn't the delivery. When the boots arrived, I decided to return the item for refund and did exactly followed the returns procedure by Royal Mail. At the moment both Post Office tracking system and Cloggs say that they didn't receive the item yet and it is processing, well, it usually takes 3-5 working days for the Royal Mail to send items anywhere in UK and this suddenly seems to dissapear to the thin air...Generally the returns process is a pretty straight forward and simple procedure with other suppliers, it's not a rocket science, again I don't understand...And they told me to wait 14 days for the confirmation of the delivery for refund, and if they still don't have the item, asked me to send the original return receipt of the Post Office to claim my refund!? after what's happened how do they expect me to send the only evidence I have to their end? Wow, what an appalling, trivial procedure to go through as a customer to claim my refund, they make you beg for it!? By the way, the boots I ordered the last pair of boots in their stock and since I returned the item, it is suddenly available on their website again!!!!! How come??? Again and again I don't understand...Absolutely a disgusting way to treat customers, totally unreliable and unprofessional and so on...I WOULD STRONGLY RECOMMEND YOU TO STAY AWAY FROM THEM!!!

Swanseajackand June Tan found this review useful

29 February 2012

Reply from Cloggs

Dear Mrs Gulnur Reynolds,

Thank you for your review.

I apologise for the disappointment caused by the return of your order. You are right, most items do arrive within around 5 working days when using Royal Mail. However, if an item doesn’t arrive within this time, Royal Mail advise that we need to allow 14 working days to pass before they will class an item as lost as items have been known to arrive within this period. We try to give as much information as possible to ensure that customers are aware of the process in case their item doesn’t arrive within 14 working days. The next step if this is the case is for the customer to send us their postage receipt. The reason for this is to enable us to make a claim with Royal Mail and to proceed with the customers return request. We make the claim with Royal Mail as this can be a drawn out process which we do not want our customers to have to go through.

After checking our records I can see that you received delivery of your order 5 working days ago, so expect that you have returned within the past few days. I recognise your frustration, however hope you understand the reasons for the processes we follow and the time we need to allow for returns to arrive. Thank you for your patience whilst we await the delivery of your return, and if there are any questions that you may have in the meantime, please do not hesitate to contact our Customer Services team who will be happy to help you.

With regards to the stock of the item you have purchased, our stock levels regularly change as we receive deliveries on a regular basis. We have received delivery of a small number of this style within recent weeks, hence the reason for the item becoming re-available on our site. I hope this clarification helps.

Once again, thank you for taking the time to offer your feedback and please do not hesitate to get in touch if there is anything else I can help with.

Kind Regards,
Nicola Nash
Customer Services Manager

Gulnur Reynolds´ profile

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Gulnur Reynolds
Female, 1976
Haverfordwest, United Kingdom