DO NOT BUY FROM THIS COMPANY
DO NOT BUY FROM THIS COMPANY – ABSOLUTELY TERRIBLE EXPERIENCE
This has been one of the worst online shopping experiences I have had in years.
I ordered two bundles of underwear from Grant Oak, one in size S and one in size M. When my package arrived, the size M bundle was missing. I had paid for it, but it simply was not there.
I contacted customer service expecting this to be a simple mistake that could be resolved quickly. At first, they acknowledged the missing item and told me they would investigate it. I also reported that the products I had received had an extremely strong and unpleasant chemical smell and that I was very disappointed with the overall quality.
What followed was an absurd amount of back-and-forth.
I was repeatedly asked to provide additional information and photographs. I cooperated and provided the requested evidence. After several days, I was eventually told that their team had apparently determined that all items had been included in the package based on the package weight.
So apparently their internal package-weight records are considered more reliable than the actual customer telling them what was physically inside the package.
But it gets even worse.
When I asked for a straightforward return and refund, I was eventually given return instructions stating that I have to send the products to an address in China at my own expense.
Yes — China.
I purchased the products online and now, because of a dispute about a missing item and serious concerns about the products I received, I am apparently expected to pay international shipping to return the products to China before they will consider refunding me.
This is completely unreasonable.
The products themselves were also extremely disappointing. The quality is, in my opinion, nowhere near what I would expect for the price. The chemical smell was so strong and unpleasant that I did not want to use the products. The combination of the quality, the smell and the price makes the purchase feel completely unjustified.
But the worst part of this entire experience was the customer service.
Instead of simply acknowledging the problem and resolving it, I had to repeatedly explain the situation, provide photographs, wait several days for responses and go through one unnecessary step after another.
What should have been a simple missing-item/quality complaint turned into a ridiculous customer-service nightmare.
I have kept the complete email correspondence and photographic evidence documenting the entire process.
I will also be opening a dispute with PayPal and providing the complete communication history and evidence, including the fact that the proposed return solution requires me to ship the products to China at my own expense.
Based on my experience, I cannot recommend this company.
Poor product quality.
Strong chemical smell.
Missing item.
Extremely frustrating customer service.
Unreasonable return process.
International return to China at the customer's expense.
Completely disproportionate price for what I received.
This is not how a customer complaint should be handled.
I strongly recommend that anyone considering ordering from this company read the reviews carefully and understand what may happen if something goes wrong with their order.
Antwoord van Grant Oak
Hi Daniel, we take reports of missing items seriously. We checked the recorded parcel weight and the supplier’s packing evidence. Both support that the complete order was packed and dispatched, which differs from your account of what arrived.
We also take your concerns about the smell, quality and return process seriously. Please continue the existing conversation with our support team at info@grantoak.com so these points can be addressed directly.
