Written on: 29/07/2014 by Housemp15 (1 review written)
Ordered a cheap top online and arranged for click and collect as I thought that would be easy. Wrong! Firstly, click and collect is very misnamed as it takes ages, much longer than any other high street store I have ever used this type of service in. Secondly, after struggling to get to the store using public transport on a very hot and dry day, I arrived to find it closed due to 'flooding'. There were lots of staff milling around inside apparently doing nothing much (no sign of flooding from the street) but they wouldn't take any notice of me so I had to leave empty handed. As I was about to go on holiday and wouldn't have time to collect my order I rang customer services to request a refund. And I rang and rang and rang...no-one picks up the phone. So I gave up and emailed them and was ignored except to get an email to tell me that there would be a delay in responding to me! Eventually got an email from someone who clearly hadn't bothered to read my email as he asked what I wanted a refund for and was it for postage costs!! I emailed him back and after an age received another email basically ignoring all of the points I had made and telling me I would get my refund. I tried again to call but had the same experience of no-one picking up the phone and it being impossible to speak to a real person. I have still yet to receive my refund two weeks after my original request and have had to send a third email of complaint. It is only a small amount of money but it is the principle that it was their fault that I couldn't collect my parcel and so I do feel that they should be working really hard to make it up to me rather than ignoring me and keeping my money. There is a lot of competition out there in the world of women's fashion and most of their competitors are putting a lot of effort into their customer service as they know this is key to retaining a loyal customer base. I will avoid Dorothy Perkins at all costs from now on and have no intention of ever shopping with them again. My advice-just avoid this company as they really don't care about their customers.
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