I ordered a birthday present for next day deliivery from cathkidston.co.uk and my order was shown to have been completed and processed. A couple of hours later I received a call to tell me that the item was not in stock and was now a finished line. To start with i was impressed that they had called so quickly to inform me. However I did query why the website did not advise that the item was out of stock, i was told that this was a website error that they knew about and that they were sorry for the inconvenience but that the order had been cancelled.
Safe in, what I thought, was the knowledge that this order was cancelled a ordered a different colour for next day delivery. This did not turn up the next day but the following day.
I called customer services and was told that they were only too happy to refund the difference. I then checked my online banking and found that the payment for the order had been processed even though the item had not been in stock at the time of the order. I called again and was politely assured that all the refund would be made at the end of the week - 6 working days after placing the order.
12 working days since placing my original order no money is forthcoming. I have called and emailed but all i get told is that "there are delays with refunds at the moment" and a template email back stating that the money will be returned shortly.
I will never order from Cath Kidston again, I really liked their products but I cannot believe how incompetent they have been. I also wonder just how much money they make from keeping money that should be returned to customers in holding account for days on end. This service, although with a website "error" that does not inform customers that items they have ordered are out of stock is completely unacceptable for a company of their size.
I honestly would never use their website unless you completely confident that they have the item in stock. Also there are no size dimension for their products either, the bag I ordered turned out to be much smaller than expected.
AB found this review useful
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