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“Return service is a joke, only order if you are...”

Written on: 27/10/2011

I saw all the adverts for 30% off at Dorothy Perkins so decided to shop online and buy lots and then send whatever I didnt like back. Website was fine, ordered my items no problem!
The problem came when I returned items. One of the orders came in 2 bags as it was quite large! So I saw no problem sending 2 parcels back as it wouldnt all fit in one bag. How wrong I was! What an absolute nightmare! It was showing 'partially refunded' on the return tracking and it seemed as though one of the parcels hadn't arrived. Spent 5 mins on hold to customer services to be passed to another office where I spent over 10mins on hold before I gave up as it is an expensive phone number. Tried emailing, they said I would get a response within 48 hours. Literally got a response on the 48 hour deadline and it was an email after I had requested a phone call (Why ask if you email anyway!). Didn't really answer my question or at least make it clear!
Tried to ring after but wasn't prepared to wait in a queue of 16 or 18 or 19 so rang Friday Morning (Good job I am off work!) where again I still had to wait and got put through to this other London office. I now have to send my proof of postage (oh, and photocopy it!) and send that off before I can get a refund as it wouldnt have scanned the second parcel with the same return number as it is an automated service. There was nothing to tell me not to send 2 parcels with the same number! So their 'free returns' is not so free when you spend so much time on the phone and have to post things to them.
Long review! Sorry! Lesson - Don't order lots and return it all in separate bags unless you want to wait well over a month for a refund! (Couldnt return to some items to a store so had no choice but to post it)

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