Dreadful after-sales service - be wary when ordering online

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Guest's review of Dorothy Perkins www.dorothyperkins.co.uk

“Dreadful after-sales service - be wary when ordering...”

Written on: 17/02/2012

I ordered 3 items from the website and two of the items were unsuitable and needed to be returned. As one of the items was a 'concession' item it could not be returned to store and had to be sent back by post. I therefore decided to send both items back together. I arranged the return via the website for both items and sent them back in the same parcel.

A few days later I received an email confirming that a refund had been processed but when I looked at the details it was only for one of the items. The email said we have processed your refund for the following items.... both items were listed but in the quantity column next the one that I hadn't been refunded for, there was a zero. I emailed them straight away using their online query system.

They responded a couple of days later and asked me to send proof of postage as they hadn't received the item. I didn't understand why they needed this as both items had been sent back in the same parcel which they had obviously received in order to process a refund for one of the items. What would sending proof of postage prove? Nothing - it would just be a complete waste of my time and effort. I emailed back to query this and it took several days for them to respond (after I chased them up) and they just gave the same standard response, failing to address or even acknowledge any of the points in my email. It was a different person that responded who seemed to have no prior knowledge of my complaint.

I emailed again and asked for a manager to contact me as I wasn't happy with the response/service. Five days later another different person replied (who wasn't a manager) with yet again the same response and yet again failing to answer any of my questions. The only thing they added was that it was my fault as I had only raised a return for one of the items that I sent back, which is complete rubbish as I have an email from them confirming that a return was raised for BOTH items. I emailed for a fourth time explaining this and explicitly asking for my query to be passed to a manager, only to recieve the same response again from yet another differet person (still not a manager). Talk about frustrating! The service is absolutely diabolical and they do not care about their customers at all!

To make things worse, their contact number is a national rate telephone number and it would cost me an absolute fortune to ring them, which I cannot afford. I'm sure they are well aware of this, which is why they just try and fob people off! The item in question is only worth £7, but that is not the point. I have been a customer of DP for many years but this debacle has put me off purchasing goods from their website again. I am only glad that the item that they have ripped me off for didn't cost more. VERY VERY VERY POOR!

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