My story is very similar to many of the stories on here - all of the staff in the New Look stores are lovely and more than helpful. Online shopping, however, is a very different story.
I ordered just one ladies top on 14th Jan 2013, for click and collect, expected delivery to store was 16th-18th Jan. Confirmation email said I would receive another email when it was at store, but come 18th - no email. So I gave customer services a call, at this point it was just for an update, as I wanted the item for a special occasion on 20th. The guy said that the item hadn't been delivered to the warehouse yet and had been delayed because of the snow, but that it would arrive in store no later than 21st. Too late for my special occasion but I was more annoyed that the website had said the item was in stock, didn't even say 'low stock' like some items did. But I shrugged it off and thought i'd wait to collect in store and refund it then. At this point, it was just a nuisance.
However, a week later, still no email to confirm item was at the store, so this time I emailed them and asked for a refund. Waited another week for a reply (well over the 48hr timescale they say they'll reply by), and it was clearly a standard script saying they couldn't refund until it got to the store. They also didn't answer my question about why the item was showing in stock on their website. No longer a nuisance - they had my money and I had no item!
So...I waited another week, before emailing again, this time making it clear that this was unacceptable and that I wanted a refund then and there. Again, 5 days later, a very similar standard script was received, followed by another email saying they were having trouble with their click and collect automated system and the email confirmations were not being sent. And at the bottom it said that I had to either call or visit the store to check if they had my item yet!
I visited the store 2 days later. They had my item! The assistant scanned it to accept the collection so that she could then refund it for me and the system said no! Apparently, my order had been duplicated and one couldn't be collected without the other, but there was no 'other'. The poor assistant got the whole cupboard out to double check and in the end, decided to write up the collection, pen and paper style. But when she looked at the payment method, she said I couldn't refund it instore as I paid via Paypal. It doesn't say this when you buy the item!
So, Collect + was my only way to return the item free of charge. I used the service on 10th Feb, and the tracking said it was delivered on 15th Feb. I called New Look on 20th Feb, and they hadn't processed the return yet, so still I couldn't get a refund. But they offered me a discount code for the website, which I refused. I don't want to use their online service again so a discount code is no good!
I finally got my money back today, 8 weeks after the initial order. And guess what? I had to call to make sure I got it. The customer service girl I spoke with said it wouldn't have gotten refunded if I hadn't have called to chase it!! Apparently, the refund sits in their system pending, after it is scanned back as returned in the warehouse, until someone actually chases up on it!!
So... in short (I know i've waffled on a bit - it started off simple) GO TO THE STORE AND AVOID NEWLOOK.COM! Hope this has been insightful!
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