Beställde två par ridbyxor i maj -26
Beställde två par ridbyxor i maj -26. Order #43564. De skickades med UPS som inte levererade hem till mig (som var bokat) utan lämnade av dem på ett utlämningsställe. Jag fick inget meddelande om att byxorna fanns på utlämningsstället och efterlyste byxorna hos Horsegloss kundservice. Fick då veta att de gått tillbaks till Horsegloss. Sedan dess har jag vid flera tillfällen varit i kontakt med deras kundservice för att få tillbaks pengarna jag betalat utan framgång. Nu har de slutat svara på mina mail. Rekommenderar verkligen inte detta företag. Oseriöst /Marie
Efter jag gjort detta inlägg betalades pengarna tillbaks samma dag. Tråkigt bara att det behöver gå den här vägen…
Svar från Horsegloss
Dear Marie,
Thank you for taking the time to share your experience. We are sorry to hear that your order did not reach you as expected.
When UPS is unable to deliver a parcel after one or more delivery attempts, it is automatically redirected to a UPS Access Point for collection. This information is always communicated through the tracking link provided with the shipment. It is the recipient’s responsibility to monitor the tracking updates and collect the parcel within the specified collection period. If the parcel is not collected in time, it is automatically returned to us.
As a business, we bear the original shipping costs, the return shipping costs, and the warehouse processing fees each time a parcel is returned.
Although the first shipment was returned to us, we wanted to help and, as a gesture of goodwill, we shipped your riding breeches again at our own expense. Unfortunately, the second shipment also could not be delivered and, after remaining at the UPS Access Point for seven days, it was returned to us once again. This resulted in an additional round of shipping, return, and handling costs for our company.
Despite these circumstances, we want to resolve this matter fairly. We will therefore issue you a refund. However, the return shipping costs will be deducted from the refund. As a gesture of goodwill, we are only charging these costs once, even though we incurred them twice due to the two returned shipments.
We are sorry that this situation turned out this way and hope this explanation provides more clarity.
Kind regards,
Eva
The HorseGloss Team
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Thank you, Marie, for updating your review.
You are correct—you received your refund today, after your returned package arrived at our warehouse a few days ago.
Your order was placed on May 8. Unfortunately, the shipping process took longer than expected, as the parcel was sent back and forth and remained at the UPS pickup point for seven days before being returned to us.
We sincerely apologize for the delay and for the difficulty in reaching our customer service. We are actively working to improve our response times and resolve these issues as quickly as possible.