![]() ![]() We value your loyalty and feedback immensely and would love to help you out with this straight away. This will be finalised very shortly so our US customers only need to send a parcel back domestically within the US rather than to Australia - this will save you hugely on time and money. However, we are in current negotiations with a carrier in the US to collect our US returns parcels and forward them to us separately. Unfortunately this is out of our control as the USPS has temporarily suspended First Class Package International Service and Priority Mail International delivery to Australia due to carrier issues related to the COVID-19 pandemic. I completely understand how frustrated you would be with the cost of return postage at the moment from the US to Australia. Hello! Thank you for your feedback and letting us know your concerns. I understand your frustrations and concerns, but hope you can see we have done as much as possible to assist you and respond as quickly as we could during the busiest period for retailers. We are looking at implementing Live Chat soon so customers can speak with us instantly during business hours. I do apologise for not getting back to you sooner and we only have email and Instagram DMs as our main source of communication with customers. I processed your refund immediately and in full. ![]() I replied to you on 14 December asking if you wanted a refund or credit note as it appeared DHL had misplaced your parcel, and you replied you wanted a refund. You then emailed us on Sunday 12 December requesting an update. ![]() We advised we would be back in touch with you as soon as we heard back from DHL. I just want to clarify the series of events for others who may read this review - on 7 December you asked for an update on your order, on Wednesday 8 December at 6pm our customer service team replied advising that for some reason your parcel was refused by customs in NZ and was being sent back to us. Hello, I'm sorry you have left us another 1-star review based on our email communication with you last night. Please understand that we have not only lost the stock but also refunded you in full. This is what the owner sent me an email last night: I just wanted to follow up and ask if you could please kindly remove the negative review you have left with us on Trust Pilot? We are small business of less than 10 people, and you may not understand the impact a negative review can have on a small business and the families it supports, let alone the mental health of those who work tirelessly behind the scenes to try and assist customers wherever possible. The owner got back to me straight away after saw my review and offered me a full refund as they couldn't track my parcel which it seemed lost in the end. I never asked about a full refund I would be happy to wait as long as they could track my parcel. The owner keeps sending me an email to delete my review without taking my fair feedback as she thinks it's negative which I only wrote about the FACT that there is no way to contact them if they don't reply to the emails. Thank you again for your feedback, if we can help further please feel free to reach out to us via email. We are so sorry to disappoint you, but please be assured we take full accountability for this error on our part, and offered two solutions for you. :-) I do hope this addresses your concerns, we have done our very best to make this right for you and to ensure our error could be rectified as easily as possible. We will be sending you the correct dress for free when it's restocked. I have checked your order notes and this is what we will be doing, even though we did not hear back from you regarding this. We explained this on a couple of occasions to you via email, that we would refund you or alternatively, you could keep the dress you had worn, and we would send the correct style to you for free at no additional cost. You emailed us on 14 March and we replied the same day, explaining that unfortunately it was a warehouse allocation error, and even though you had worn the dress, we were more than happy to send you a prepaid returns label to send it back to us for free for a refund. Please understand that as advised by email to you, we did not receive your original email you sent to us on the Sunday. Hi Nicole, thank you for your feedback and I am sorry to read your concerns.
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