Had to return my purchases as they didn't fit and as my trip was imminent I called to ensure the refund would be processed speedily. Christine sent a personal email to let me know the goods had been received and the refund was duly processed in good time.
I used their Next Day service and one of the items was the wrong colour and the delivery note was wrong too. I spent nearly half an hour on an 0844 call only to be told they couldn't send the right product until they had the wrong one back. The customer service assistant was totally disinterested and repeatedly refused to allow me to speak to someone more senior. I returned the item using Collect Plus and gave Blacks the Tracking Number but they still refused to despatch the item I'd ordered and paid for. Four days later they emailed to say they had received the wrong item back but made no mention of sending me the right one. I emailed to ask whether it had been sent but got no reply. Finally, a week later, having gone to the nearest store because I got no answer after ages on the phone line, I find out that they have apparently refunded me as they can't send me the item I ordered because there is a problem with supply. I'm still waiting for a response to the formal complaint I registered on day one. I have had a lot of experience of online shopping and have never been treated so badly or come across such appalling customer service. Most companies go to great lengths to rectify mistakes when they arise but Blacks obviously have no interest whatsoever in customer satisfaction. I WILL NEVER USE BLACKS OUTDOOR AGAIN EITHER ONLINE OR IN STORE.
Hooray for friendly, efficient staff able to use initiative and speedily resolve a swimsuit exchange problem by simply picking up the phone to the customer! Thanks to that, within 48hrs of my original order, I had received my exchanged goods - well done Simplyswim!
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