Poor customer service
Poor customer service
Very difficult returns process. No return labels provided had to organise own postage but returns address is an evri parcel shop which would not accept the delivery so had to send twice via different carriers. Waited three weeks to hear about return and then they finally responded they would not provide full refund despite returning coat exactly as I received it. Extremely disappointed
Edit:
I returned the coat in a postage bag because the box it was sent it was damaged when I received it and not able to be reused and the coat itself did not have swing tags attached hence me describing it as returning it to you in the condition I received it.
It is very disappointing again that I have only received a response from yourselves after posting a negative review rather than responding to the emails sent over the last 3 weeks
Antwoord van Charcoal Fashion
Hi Jennifer,
We are sorry to hear your experience.
Please note that we are a ‘value for money’ brand. We offer free postage to send items to our customers and don’t receive a large number of returns. As such, rather than build in the cost of a return postage label into our retail price, we offer a cheaper price to begin with which will benefit our customers. It is in line with our returns policy that customers will need to pay for postage to return items to us and most of our customers have no issue with this. We would have suggested that you liaise with the delivery courier if you were experiencing difficulties in posting your item back to us.
We would like to justify our position for other customers reading your review that the returned item we received from you was not in the original condition as when received. We posted the rubber raincoat to you in an internal polybag which was neatly packed within a cardboard box to protect it during transit. The returned item was poorly packaged; badly squeezed into a small mailing bag with all swing/hangtags removed which unfortunately rendered the garment unsellable. We hope you will appreciate that; due to the condition of the item, we were well within our rights to not issue a refund of any kind. In normal circumstances, we are only able to issue a refund when items are returned in compliance with our returns policy. However, as per our previous explanation to you, as a goodwill gesture we only deducted £10.00 and refunded you the balance of the garment value.
We trust you understand our position on this.