Still waiting for a refund
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From 102 reviews
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Value For Money
“Still waiting for a refund ”
★☆☆☆☆
written by mjek on 19/04/2013
I placed an order online on 1st February for a pair of Rachel Simpson wedding shoes. I received them with the packing slip directly from Rachel Simpson, rather than from Love Me Do Brides, with the price ££80.34 not the £145 that I paid. Unfortunately the shoes did not go with my dress, so I returned them. There was no clear address on the packing slip, so returned them to the address at the top - Rachel Simpson. Informed Love Me Do Brides about this, and they assured me I would be getting a refund as soon as they received the shoes. Apparently they received them on 10th March (despite me posting them on 13th February!!).
And I am STILL waiting for my refund - it is now 19th April ! Even if they did receive the shoes back on 10th March, 40 days plus to process a refund is ridiculous!
The service seems very disorganised and unprofessional. I definitely would not use this company again.
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- mjek's review
Lovemedobrides's Response to mjek's Review
Written on: 28/04/2013
we as with other companies get the shoes dispatched from manufactures direct to our customers this is for freshness of product and quickness of delivery.
In this case the manufature put our invoice in the package by error - as with anyone in buisness there will always be a mark up - our shoes are still cheaper then any other supplier out there.
We have a full and very clear returns policy on our website. The customer has made an error when posting back the shoes, this is not our fault. As of date the status is that we are waiting to hear back from the customer regarding her proof of purchase, tracking number etc. so we can claim the customers parcel back from the manufacturers so we can refund.
Mjek's reply to Lovemedobrides's Comment
Written on: 28/04/2013
This reply is just a dazzling example of their non-existent customer service and how incompetent and unprofessional this company really is.
For a start, they are not waiting for my proof of postage and tracking number - as this was sent to them in the very first e-mail (of many!) in March, when chasing my refund.
I do not see that a customer sending an item back to the only address printed on a packing slip as 'an error made by the customer'. It is not usually expected of customers to have to trawl through a website to find the returns address as this is usually printed on the packing slip!
I would like to add that after chasing numerous times I was then told that they had finally processed my refund through Sage Pay and it would take 4 weeks for this to reach my account. When I contacted Sage Pay regarding this they confirmed that their system does not take 4 weeks and there was in fact no trace of any refund having been made to my account.
Not only are they unable to process refunds, it also now seems that the word 'sorry' is not in their vocabulary and all blame should be put onto the customer for their own incompetencies. What a joy! My advice to anyone reading this is to stay well away from this company.
Lovemedobrides's reply to Mjek's Comment
Written on: 03/05/2013
With regard to that you sent the proof of tracking number, your email just stated the date they were returned not the tracking number
With regard to the length of time for the refund to take it does actually state on our website that refunds can take upto 30 days to be processed this is a mixture of us processing it and for the card companies to do their checks. Your refund was done the same day as we got the shoes back on the 19th You were aware of this as we sent you the receipt copied from sagepage site with your unique ref number which you replied to.
The time issue was down to the fact that we had to go through a process of proving that the shoes should be sent back to us as they were your property not ours.
It is the customers responsibility to return the item they wish to return back to the company they bought them from, not ours. And to be fair we did actually do the chasing around and paid for the return out of our own money and did not charge you for them which to be fair we should have done.
As regard to "Sorry" We are sorry that you felt that you had the need to write such a review . As far as service from our company i do feel that we have gone out of our way to rectify a mistake that the customer has made.
So as far as customer service is concerned i do feel that you have an exceptional service., other companies would have left it to you to get the shoes back.
It is never our wish for a customer to be unhappy and we will always go out of our way to help, and in this case we feel that we have gone that extra mile.
So for any customers reading this review to recap, this customer ordered shoes which were received. She then sent them back to the wrong address which we at our own cost retrieved back the shoes were refunded the day we received the shoes.