I ordered a pair of Rok wellies size 6 in black on receiving the order confirmation through I noticed that the delivery address had missed out the Company name so I emailed them straight away to let them know. After a week and not a sign of the delivery I checked the tracking and found to my amazement that the address had not been changed as I had requested. So I rang up the customer services team and advised them of the above she advised me that she would change it and get them delivered to me, at no point was I given an apology. After finally receiving the item and trying them on they felt really tight so I checked the size on the box, yes size 6 in black, checked the boot and they are a size 5. So I ring them again explaining this and they then advise me that they have no size 6 in stock and that I need to return the item. Again no apology no offer of when they would be back in stock. I asked when they would be back and was told not till next year. I asked about how the returns work and how I will receive my refund (as not freely given). I was told that I would be sent a label for free return. What I was not told was that I would have to take it to an outlet that only deals with collect+ services and that is now a good 30min round trip for me. I think that overall the service has been poor and either there is a lack of knowledge or more training needed. I will not hurry back to order from Garden XL.
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