Unprofessional in all aspects, esp. item description and return process
I found this Italian manufacturer as a tipp on instagram and did like their satorial sophisticated style. My overall experience shows again that one should refrain from following Instagram algorithmic recommendations and better stay to what you know. Just be loyal to your brands which know you and which do good business. From order mid of April until now I am trying to get a complete return (including return shipping refund) settled. Customer service is complicated and meanwhile we have almost exchanged 30 emails back and forth …
First issue. I did order a kimono style wool sweater. It was indicated as a relaxed style. I did several times check the size chart and could clearly identify from my existing wardrobe that a size S would be sufficient. The style is shown on the pics to be worn loose over the belt rim of a denim style trousers.
Upon receiving I had to find out that size indication was wrong. Both in length and chest circumference 4 (!!!) cm were missing. Hence it was too short especially. 4 cm are a whole step to another size for eg brands like Brunello Cucinelli. Stipulated such, I got a size XS instead of size S.
Customer service tried to teach me arrogantly: I was measuring incorrectly, I was ignoring the stretchy wool characteristics…
Well, too short is too short and with a normal figure there is nothing to debate about. So I quickly wanted to return the item.
The nightmare continued … they did not include return labels in the order, but wanted me despite several requests to provide a paid return label to ship it unpaid with a courier of my choice. None of the big 5 do unpaid shipping from Germany to Italy. A fact the merchant just ignored.
I purchased an online stamp with DHL and directly forwarded the order confirmation of the purchase to customer service clearly indicating the amount paid, the recipient I did buy the stamp for and the tracking.
Instead of refunding it after inspection debates have been started about insufficient invoices. I again provided screenshots plus a original invoice from DHL … and still i have not received the refund of the return shipping.
They promote free delivery and return on their German website! Even if return was not free in general, in my case my experience of a wrongly sized sweater would definitely justify it! They just send out an item which I did not order …
A nightmare of an order, the worst experience of ordering and returning in my 20 years experience of online shopping. Stay away from them and order from professionals!!!