Dear Mr Collins

I am very concerned to read your review. Please be assured that I am looking into this matter immediately and will respond in full later today when I have determined what has happened.

Hopefully you might be reassured by our many other positive reviews, we take our customer service reputation very seriously. I will endeavour to ensure this matter is resolved to your satisfaction as soon as possible.

Up date 14:48 13/12/12

Firstly I should apologise for not having corrected the error with your shoe size and for not refunding your shipping fee. This incident falls far short of usual level of customer service.

I think this has happened because your first email was not filed correctly by us with your account and additionally our returns personnel should not have just assumed that this was a simple return - they should have checked before refunding you and closing the matter. I would note that we did ask you to enclose details of the reasons for the return in with your shoes - returns tell me there was no such information when they opened the shoes. However I do not think this excuses us - we should have checked the reasons for the return before making the refund and closing the order.

I have discussed these matters with our team to ensure this sort of thing does not happen again. I am going to email you with further details and to ensure you receive the full refund.

Regards

Mike Small
Pediwear

Update 3/1/12

Dear Mr Collins

I note with disappointment that we have still not heard from you regarding this matter. As outlined by email, unless we hear from you we will be unable to refund the remaining £10 as this cannot be refunded directly back to your card.

We will now consider the matter closed - but of course if you should decide to contact us we will gladly arrange to refund the remaining £10.

Regards

Mike Small