First time I have used this company - and would highly recommend it. Decided to treat myself to a new leather jacket and while searching online found the muubaa website. Must have been my lucky day as the jacket I bought was on sale with a massive reduction!! The first thing that really appealed to me was the delivery and returns policy as it meant I could buy jacket in 2 sizes to decide on best fit. When I received the jacket I was extremely pleased with my purchase. The jacket arrived quickly and was well packaged. The quality of the leather and the jacket itself really is of a higher standard than the ones I had looked at in other shops. I have had many compliments when wearing the jacket and am always happy to tell people where it's from and recommend Muubaa to them. The return procedure was also very simple. As the jackets were delivered on a hanger and packed in a cardboard box it was simple to repack, fill in the returns label and send off with the Freepost label provided. Unfortunately I had to contact the company as after a few weeks I noticed I hadn't received the refund for the jacket I had sent back. When I went onto the website looking for phone number/e mail address I noticed they had a live chat option. I gave it a try and unlike many of these live chats I was pleasantly surprised to realise I was actually talking to a person!! After explaining to the colleague that I had not received the refund I was told that this was because they had not received the jacket. Obviously this panicked me slightly but my mind was soon put at ease during the conversation I had with the colleague. She explained that they were actually responsible for the receiving and processing of returns and that it def hadn't been received but double checked anyway for me just to make sure. They requested that I send them a copy of the proof of posting so they could investigate the whereabouts of the missing jacket. The following day I sent this to them and was in contact with a different colleague who was also very helpful. They requested that I leave it until the afternoon in case it was in that days delivery. I expressed my concern that the 14 day money back period had lapsed and I was told that as I had been in contact and reported it that this would not be an issue. I later that day received an e mail saying that they had decided to issue a full refund for the jacket as an exception while they chased its whereabouts.
I can only praise and thank the 2 colleagues I dealt with Kiri and Meike for the way they handled this. The customer care I received from the company was exceptional and greatly appreciated
A VERY HAPPY CUSTOMER
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