I ordered 2 items which arrived swiftly with the correct items on the paperwork but one of the items was completely wrong (shorts instead of leggings). There wasn't a customer services number so I emailed from my psnl email account & was sent an automated email stating my query would be answered in 12hrs. 24hrs lata I still had received a response. So I sent an email from my work account & received the same automated response. 12hrs lata I had still not received a response to either email account, so I searched the website, to no avail, for a number so I could actually talk to someone. I saw that wrongly received items had to be returnec before the correct item could be sent out so I t returned the wrong item. After 36hrs I received a reponse to my psnl email account asking me to take pictures if the wrong item label before my query could be processed. I responded by stating I had returned the item due to a lack of response from yourselves. Over 12hrs lata I received a responses stating that as I had returned the wrong item without taking pictures then once the item had been received at the warehouse a decision maker would decide if I got a refund. I found this appalling, especiallly as the fault was not mine in the first place, so I responded by stating I intended to look into my consumer rights & make this sub quality custoner service very public if the issue wasnt resolved immediately. Meanwhile I had received a contradictory response to my work email which after learning I had already returmed the wrong item, so couldnt send pictures of the label, simply informed me that I would be contacted once the returned item had been received. I detailed all the correspondence from my psnl email account in my response to my work email, detailed how appalled I was with the customer service & waited for a reply. Days later I received a response to my psnl email account stating the item had been received & my refund had been processed days earlier. However the responses to my work email account stated the refund had been processed that day. I didnt actually want a refund as I wanted the item that I had originally ordered but assumed that due to the delay caused by yourselves that the item was then out of stock.
This was my very first order with yourselves & I cant believe what a bad experience you give new customers!!
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