I bought a coat for my son for Christmas. It was nealy £100 cheaper than if I had bought it in the UK - so , very pleased. However , that was the last time I felt pleased with this company. It arrived a week after the order date so that was ok , but it was the wrong colour. This was mid Dec. Its now mid Jan and after calling ( no answer) and emailing several times ,I have just recieved an email asking me to fax a legal statement through to them before they will do anything about the order. This is just silly , I don't have a fax machine so will have to post this to Germany at my cost. Amd then how long before I get a response ?...who knows ?. I have given up and my son has decided to keep the coat. What should have been a fantastic surprise has been spoilt by this companies delay tactics and lack of customer care. Customer service from this company is zero and there is no way I would use them again or recommend.
Given this is a popular company with many shops and outlets all over the world , you would have thought that the owners would have got their heads around the idea that a world famous brand with an online presence can be very profitable...and they would be right except that for the fact that the bring and buy stall my daughters Brownie pack ran last week was more organised and aware of customer service that this shambolic mess of a business. Statements like " we aim to process your order within 5 working days" do just not cut it in today's virtual market place. Even the one man businesses run on eBay using Royal mail perform better than this. I ordered a bag for a birthday present and received an acknowledgement straight away. Expecting the order to be dispatched soon afterwards , I was surprised when 5 days later I had received no notification. On calling the company , the person I spoke to was unable to tell me if the order had been sent or not for certain and if it had she would not be able to give me a tracking number because she didn't know who it had been sent with. I checked the website for some clarification of the delivery details and was surprised to find no information with regards to this , just some lame statement about them not being responsible for third party deliveries and no time limits on when I could expect to receive an order. Oh sure they were very apologetic on the phone but that's not really the point. I decided to check trust pilot to see if I was alone and it's clear from the reviews that I am not. Thankfully I received the bag but I'm glad it's not my name over the business , I would be ashamed.
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