Nuala Finnegan´s profile

Reviews (1)

Cloggs.co.uk

Unhelpful customer service

I returned an item and got proof of postage with tracking. Cloggs claim the item never arrived and were extremely unhelpful when trying to resolve problem with Royal Mail. Be very careful when returning items, I basically lost over £100

Dear Kareena, I do not believe this reply to be a satisfactory explanation. Firstly, the Royal Mail explicitly explained to me that since the contract is between Cloggs and the Royal Mail it IS the responsibility of Cloggs to chase it up. You do offer returns through the Royal Mail so I believe you should support the process you offer, customer services have been very unhelpful in this matter. Also I have re read the terms and conditions and I do not see anywhere recommending that customers use Collect plus http://www.cloggs.co.uk/page/termsandconditions. I have never come across another online company who acts in tths way. My advise to others is to think strongly before buying anything from Cloggs, in my opinion they have been very unsupportive, be very careful because if you do return an item, even with proof of postage, you may not get a refund.

regards,

Nuala

18 July 2013

Reply from Cloggs

Dear Nuala,

Firstly I apologise if my response was unsatisfactory and again I must reiterate that Returns made via Royal Mail are not an insured service. This information can be found on our home page under customer information via the return tab. However please see below for full details:

Returns policy and procedure
Not happy with an item? No problem – follow our easy returns policy detailed below.
We’re pleased to advise that we offer Lifetime Returns because we want you to be sure about your purchase. Even better than that, all UK orders placed after 08/11/12 now qualify for free returns, subject to returning using our nominated partner Collect+.
Please ensure when returning items that they are returned in their original branded shoe box, unworn and re-sellable as new. Please DO NOT apply tape directly to the branded shoe box.
How can I return my order?
Please complete the Returns form included with your order to advise if you would like an exchange or refund, and include this with your return. If you have mislaid the Despatch/Returns Note, don’t worry you can click here to print a replacement.
UK CUSTOMERS
To return your order free of charge please use the following method:
• Collect +
We highly recommend that you use this free insured and trackable service. Collect+ have over 4500 local stores open every day early ‘til late. To find your nearest drop off point, please visit www.collectplus.co.uk/cloggs
We reserve the right to charge an administration fee of £2.95 for returns in excess of 2 items.
Or you can use one of the following chargeable methods:
• Your own postage method
If you prefer to use your own postage method, for your protection we strongly recommend you use an insured and recorded/traceable Delivery Service. We cannot be responsible for returned goods unless we have signed for them at our warehouse.
• Royal Mail label - Return via your local Post Office
This is not an insured service, and can take up to 14 working days to arrive. Please note, if you have returned your item for a refund this service is charged at £2.95 which will be deducted from your refund to cover the cost of return postage.
Please be aware that we cannot be held responsible for items until they reach our warehouse. Please ensure that a receipt is obtained when using any of the above options – this is your proof of return, and will be required if the item you are returning does not arrive at our warehouse.
INTERNATIONAL CUSTOMERS (outside the UK)
For your protection we strongly recommend you use a Recorded or traceable Delivery Service against which you are insured in the event of loss, as we cannot be responsible for returned goods unless we have signed for them at our warehouse. Please use the label provided on your Despatch/Returns note, or use the address below.
Please ensure that a receipt is obtained with all postage methods as this is your proof of return.
Cloggs.co.uk, Unit 23 Gravelly Industrial Park, Gravelly Hill, Birmingham, B24 8HZ.
Please refer to our Terms and Conditions (point 9) for more information.
No claims can be processed unless these conditions are strictly adhered to.
These conditions do not affect your statutory rights.
I hope this clarifies the query for you and should you wish to discuss this further, please contact us at customerservices@cloggs.co.uk.

Kind Regards,

Kareena @ Cloggs


Dear Nuala,

Firstly please accept our apologies for any confusion caused on our returns services, at Cloggs we offer two pre-paid labels one being Collect Plus and the other Royal Mail.

As stated in our terms and conditions, we highly recommend that you use the Collect plus service as this is a tractable and insured service. The Royal Mail label is not an insured service, and we cannot be held responsible for items until they reach our warehouse.

Full details of our returns terms and conditions can be found on our website. I hope this clarifies this for you and should you require any further assistance please do not hesitate to contact us at customerservices@cloggs.co.uk.

Kind Regards,

Kareena @ Cloggs

Nuala Finnegan´s profile

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Nuala Finnegan
Reviewer
1931
London, United Kingdom

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