Jean JOHNSON´s profile

Reviews (1)

Cozibag Bean Bags

Not great!

When I ordered my original beanbag, I checked I'd be able to change it if it didn't go in my new room, and was told yes. It was white leather, and I realised the tan one would be far better, so asked for exchange months ago. Told this would come in January, it didn;t, then told Feb, no tan beanbag ... then finally one delivered 6th March, faulty. It really was faulty, scuffs and thin parts, told this could be the norm ! Took ages to get agreement for new one to be sent !!!

28 March 2013

Reply from Cozibag Bean Bags

Completely understand a certain amount of frustration because delivery of new stock was delayed a little. However, customer knew when she requested an exchange on 08/01/13 that stock was due the following month, with an estimated time of early Feb.

Arrival time was put back a few weeks and customer was updated along the way, with a final email being sent 25/02/13 to confirm that stock was back in. We even waived the return postage charge on the original order (at a cost to us of around £30) as a goodwill gesture.

We didn't for a moment try to avoid exchanging it (we never would do that), we simply wanted to ensure that the customer wasn't confusing the vintage style of the leather for it being scuffed. Item was indeed faulty (which is very rare) and we exchanged it as soon as this was confirmed by our warehouse staff.

There was some confusion regarding the exchange process when it happened and we definitely should have explained this more clearly to the customer. For this we sincerely apologise and learn a lesson from it.

Jean JOHNSON´s profile

profile image of Jean JOHNSON
United Kingdom