I recently bought a pair of shorts on Urban Industry and got a bad surprise when I unwrapped the package.
The shorts had a manufacturer defect: the zipper wasn't stitched properly so part of the fabric wasn't stitched up. In result, the shorts have a hole in the crotch area... Not the kind of defect that goes unnoticed!
I emailed customer service to inform them of my problem and sent them pictures of the defect. I got a quick response but all they offered was to have me send the shorts back, at my own expense, to get a refund. Which is my right in the first place, as in I have a month to return the item and get my money back even if it's in perfect condition. That's the law!
Once I let them know that I'd rather get an offer or a voucher instead, all they had to offer was £5.00. That's barely the amount I'll have to pay to get the defect fixed. It is not a compensation. It is more like an advance on repair!
I am very disappointed by the way customer service handled this matter and I won't be shopping there again.
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