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3,1
3 reviews
Geen recente geschiedenis van het vragen naar reviews
Dit bedrijf heeft hun klanten niet recentelijk uitgenodigd, dus reviews zijn mogelijk niet representatief
Heeft 100% van zijn negatieve reviews beantwoord
Reageert doorgaans binnen 2 weken
Zo gebruikt dit bedrijf Trustpilot
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I was a bit worried in the beginning because the shipping took longer then expected but the items eventually came in and I'm happy with the skirts & dresses I ordered. It was really worth the wait, i will be ordering here again.
This shop seems like a scam. Parcel never arrived, and no cooperation to organise a refund for a no-show product. When asked, the customer service team would not provide details of the ‘courier’ my parcel was with, despite saying it was with them (for about 4 weeks) and I’ve not received correspondence from AusPost (apparently the partner courier according to the website) as it’s clearly not with them.
Phone number on the website does not exist, and through emails you will have (what sounds like) AI-generated responses.
Do not recommend buying from here, please be careful.
Some quick updates to clarify: have been told multiple times that there is nothing the company can do until the order is delivered, and only then can I request a refund. Questions about who the courier is with have been evaded (despite claiming the parcel is with a courier), and no correspondence from a courier like AusPost. Similar to Donna, they’ve now also said they’d issue a full refund if I remove my review - “we request that you remove the negative reviews you have posted. Once we have checked and confirmed their removal, we will immediately issue your full refund”. Please be careful.
Another update: I’ve also received a notification soon after the company’s reply on here that my parcel has been delivered (no correspondence still through a courier) even though no parcel has come in, and no refund has been issued as of yet, despite providing screenshots of the tracking page that the order was delivered to the wrong suburb.
Antwoord van Stellamelbourne
We respectfully disagree with your claims, as they are not supported by the records and evidence available to us. We have complete records of your order, delivery, tracking information, and all previous email communications.
From the beginning, we provided you with the order tracking link, relevant tracking details, and available courier updates because your parcel was on its way. We also shared the tracking information with you so you could monitor the shipment.
We also have records of your requests for a 50% partial refund due to the delivery delay, meaning you wanted to keep the order while receiving 50% of your purchase payment back. We consider your repeated demands and the way these requests were communicated to be an attempt to pressure our business. We have retained the relevant emails as supporting evidence.
Our email records also show that we requested you to keep the order while we provided a partial refund. We made this offer because we wanted to resolve the matter and avoid further damage to our business, which we have worked hard to build. We did not want our business to be negatively affected by reviews that, in our view, contain misleading or inaccurate claims.
Furthermore, according to our delivery records, your order has already been marked as delivered, and we have delivery confirmation available to support this. We also have the relevant tracking records and previous correspondence.
If you believe that the delivery information is incorrect, we ask you to provide the relevant details and take the appropriate steps to clarify the matter. We have maintained records of every communication, tracking update, and delivery confirmation, including the emails concerning your partial refund requests.
We stand by our records and the evidence available to us.
I ordered two items from Stella Melbourne, but only one arrived. The item I received was poor quality and significantly smaller than expected.
Despite advertising on their website what appears to be a standard returns and refund policy, my experience trying to arrange a return has been extremely disappointing.
When I contacted the company requesting a return and refund, I was offered a 20% store credit instead. They claimed that returning the item would likely be too expensive for me, but provided neither a return address nor any indication of the actual return costs.
When I challenged this response and raised concerns about the legitimacy of the business, they increased their offer to 35% partial refund without me having to return the items (no good to me if the items are unwearable as they don’t fit). Again, no practical return instructions were provided.
I also discovered that, despite the Melbourne branding, the business identifies itself as being operated by a company registered in the Netherlands and appears to ship from China.
When I originally posted this review they asked me to replace it with a positive review, and once I had done so, only then would they provide me a full refund.
They did have excellent communication and all my requests for assistance were responded to promptly. However my concerns aren't with whether they responded at all, it's with how they responded, that their responses were all focused on offering me something other than a full refund (without me doing something for them in return), and that due to their set-up, if I were choose to return the items, it was made clear this would be at great cost. This meant my only feasible option would be to keep something I couldn't wear, and accept a fraction of the cost I paid as a refund OR write a positive review and receive a full refund.
The combination of poor product quality, an as yet still undelivered item, a lack of transparency around returns, attempts to substitute store credit for a refund (despite a 30 day money back guarantee), and holding my refund to ransom pending a positive review has left me with very little confidence in this retailer.
I would strongly caution others to research this business carefully before purchasing. My experience has been frustrating and not what i would expect from an ethical retailer.
Antwoord van Stellamelbourne
The customer's initial contact with our support team regarding the order.
The tracking page link provided by our team.
The tracking update dated October 29, which was shared with the customer.
Our repeated explanations that the order was already in transit and could not be canceled at that stage.
Our apologies and requests for the customer to allow additional delivery time.
Our suggestion that the customer could contact us after receiving the order if they still wished to return it.
Our email offering a refund while confirming that the customer would still receive the parcel.
The customer's continued complaints, demands, and threats despite our efforts to resolve the matter.
5. Conclusion
Our records demonstrate that we remained in communication with the customer, provided the available tracking information, explained the shipment status, apologized for the delay, and made efforts to offer a resolution.
We have consistently tried to resolve this issue, but the customer's continued negative claims and threats have made the situation increasingly difficult.
We are willing to cooperate and resolve customer concerns, and we believe that the complete communication history provides important context that is missing from the customer's public reviews.
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