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Returns fiasco

I ordered a jacket from Gray & Osbourn but unfortunately it didn't quite fit so I needed to return it and that's where the fiasco started!!!
MyHermes failed to pick up the package so 3 days later I rang G&O.
Spoke to G&O customer services who told me my postcode wasn't recognised - even though they delivered initially.
Was told that although I had given my phone number to G&O the courier didn't get that info so couldn't check with me if there was a problem - "we just need to complete the online form, the information doesn't get used or passed on!"
Tried again, same problem and 10 days later, despite chasing, so I asked if they would send me a returns label and I would take the package into my nearest PO (some 20 mins away) - that got sent to wrong address!
Eventually got another Royal Mail return label and got the package sent back but not until I was told that because the item was being returned late I would be charged a restocking fee!
When I explained this was due to G&O's returns process the best that could be offered was a refund of the restocking fee, only if I rang after I'd received my bank statement and pointed out the problem - no way could they stop the restocking fee!!!

What a pantomime! Moral of the story - only order from G&O if you're sure you won't wish to return anything!!!
(Should be 1 star for rubbish procedures but no-one was actually rude - just completely tied into a poor system, hence 2 stars in TrustPilot ratings)

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Susan Jones
London, United Kingdom