Misguided Omdömen 141

There was a mistake regarding the delivery of my items but Ashleigh was very quick to check it out, communication was effective with quick responses from Ashleigh who reassured me about my items! I'm confident to carry on using this company in the future! Thanks again Ashleigh :)

I ordered items for "dub only next day delivery" on a Saturday. It is now Tuesday and no sign of the items, which I ordered specifically for Christmas. I have emailed them and they have got back saying my items have been returned - funny seeing as I did not receive a call to say the delivery was outside - necessary seeing as I am in an office building. I am now on "live chat" to Becky who has responded with two 1 liners since the start of the conversation 25 minutes ago - 1 being "Hello Michelle". Absolutely ridiculous.

Rubbish will never buy from
Again! Didn't reply to my query or complaint absolutely useless!!!
Discount codes not working and not resolving the issue or replying to my message so slow and slack need to up their game on customer service really terrible compared to asos etc

My order was dispatched to the wrong address and when I notified the customer service team they told me that the issue would be resolved, they would contact the courier and that my order will be delivered to the correct address, but that did not happen. Instead the package was left at a neighbor's place at the wrong address and I've been speaking to the misguided team for 5 days now about the problem and nothing.
I contacted them several times and they first two times I've been told that the courier has been contacted and that I should allow 48 hours for an email. There was still nothing and when I spoke to another person they told me that they can't contact the courier unless I fill in a disclaimer form and send it back to them, meaning that I was lied to. Anyway I filled the disclaimer form and sent it, but for 2 days still no reply or anything. When I contacted them again they said there is nothing they could do until the courier replies.
So ridiculous that this can happen to a customer. Unreliable and unhelpful. I've never experienced anything like this!

Katie C from customer service was very helpful today. After speaking with her supervisory team she was able to get me a discount on a coat I purchased. She had a very positive attitude and only had solutions to a conflict. You made a customer very happy! Thank you.

Great online help from Pauline. Fast and easy and more importantly free! Better than being on hold on an expensive phone number.
Waiting an awful long time for a refund however. 14 days for them to even receive the parcels before they process the refund. Slightly irritating especially at an expensive time of year when the money wouldn't go amiss.

Returns are not free in ireland both times I ordered they arrived late.

My daughter ordered 3 dresses. We received them within 2 working days (at no extra cost). Unfortunately the one she loved for her birthday, the belt was missing. I sent them an email and within one hour had revered to me telling me for a quicker response to go online chat. Which i did. I was chatting with Phil who sorted out the problem in 5 minutes. I reordered the dress and got next day service (no extra cost) and also got the dress for the price she paid with her student discount, even though i didn't have them details with me. So she will definitely have the dress for her birthday . Well done for a fantastic service Phil.
Angela

Carolina helped me sort out my issue on putting the wrong address, I feel at ease knowing that my parcel will arrive in my safe hands! And that she offered further support if necessary so thank you!

I used online chat and Julia was a great help, she answered all my questions and sorted out all my problems. She provided great customer care.

I used to the chat feature to check about returning an item that I received in error. Adam D. was fast and helpful and got me on my way after kindly explaining how things would process. Good customer service goes a long way so knowing it's very easy to work with someone, I'll be a returning customer for sure.

Used online chat, a lovely girl called Rachel even did shopping for me! Checked stock and gave me advice. Super useful.

Great customer care. Emma was very helpful and kind!

She cancelled my order straight away, what a gal.

Tori really helped me. I told her that i need to refund my order because i didn't apply a discount and she quickly refunded me and told me the procedure. Great customer service despite it taking a while to get a reply on the live chat, its worth it

If I could give a negative score after the experience I had with my order, I most certainly would! I ordered my items two weeks before my event thinking I would have it in time, wishful thinking. I ordered during a 50% off special on a Monday. I paid via paypal and the money came out right away. This is unusual as I was under the impression that the money comes out once the package is shipped. I received an order confirmation immediately and NO SHIPPING Notice. By Thursday I was getting worried. I selected the free shipping option which states your delivery arrived between 5-7 days. Since it was Thursday and I didn't get a shipping notice I was already a little worried. I wasn't too mad I still had another week before the event so I thought I was in a really good space. The weekend arrives, no shipping notice, Monday comes around, no shipping notice. On Tuesday, I decided to reach out the the customer service team. First, I hate that there isn't a call center. You are stuck with emailing them and waiting for a response. I received a response within a few hours. They said they found my order, it was lost at a warehouse???! Whatttt? And you didn't bother giving me an update. Would you have known if I didn't ask about it. The guy said it should be shipped out within 24 hours. Weds Comes and I'm fed up. No response or follow up on my order. I ended up reaching out to them via email, saying hey, 24 hours is up, no shipping notice, you took my money already I need my items. Or just cancel my order all together. It's never going to make it in time. whom ever responded said we can't cancel your order. WHATTT? You didn't ship my order. You can cancel it. Obviously my items were lost. Or you don't have what I ordered which is why you haven't shipped it so just cancel it. Of course they didn't. Later that night I ended up doing a chat with someone on their site. She wasn't customer friendly at all. I was very frustrated. And I explained to her my frustrations and that this is unacceptable. Just admit you don't have my package or you don't have my items. You took my money and didn't bother shipping my package. It's been close to 2 weeks and you're sitting on my order and lack the urgency of getting my items to me or to satisfied a customer. She said my package is being prepared and should be shipped within 24 hours. GREAT another lackluster solution to get me off the chat line. I asked well will it be express delivery since it was lost before and/or you don't have my order? She said she couldn't say. BS! This chat took place on Weds night my package was shipped on FRIDAY. AND NOT EXPRESS SHIPPING because that would be too much like right. Your team lost my order or missed my order. The items I want you don't have now so you were holding it thinking you would receive a return. You failed to apologize or alert me that there is a delay. So needless to say I won't have my items after ordering from them two weeks prior to the event. Their delivery times posted on THEIR SITE are bogus. They have no sense of urgency. 2 items that I ordered were out of stock. So the two piece that I ordered is missing one of the pieces. A complete sham. I couldn't post their shady business practice with the BBB here in the US. You better believe this review will land beyond this website. You send me an incomplete set rather than canceling my order. Forcing me to return it back to you BUT i have to pay for shipping? AND AFTER WAITING THREE WEEKS COLLECTIVELY TO RECEIVE IT? A complete mess! I was expecting express delivery since it wasn't a fault of mine. I think they only marked my item for dispatch because they wanted to appease me. By this time I have reached out 3 times looking for my parcel. I haven't received my package, the tracking number is incomplete and I'm guessing I will get it whenever they feel like shipping it. So now I wait for a one-piece- two-piece and pay additional monies to send that one piece back to your crappy online boutique.

I was looking for information on a product and James was more than helpful, eventhough they didn't have my size he told me if and when it was coming back in stock, told me the variety of colours they had and was more than happy to look for similar products for me :)

Had a problem with a return which I thought hadn't been refunded. Used the chat line, Haider sorted it within a few minutes. Excellent service.

I chatted with Esther and she quickly understood the issue and assured all will be fixed. I have 3 to 4 days to be sure all is good but she assured me all will be ok.

Had a question about the material of a dress am thinking of buying, was helped by Aaron on chat who found out for me straight away and was really helpful. A small thing but sometimes these things can prove difficult. Much appreciated.