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“Awful. Avoid”

written by on 26/05/2012

I bought some snow boots (Rucanor II ladies winter snow boots) from the website. I wore them twice and both shoes leaked. Didn't wear in snow. Normal conditions with dew on ground. Awful quality boot and while they were £25-ish I did not expect such a poor quality item clearly not fit for their intended use. I tried to return and asked for a free return label to be sent to me.
I promptly posted back and did not hear anything. After emailing Iona in their customer services she abruptly explained that nothing had turned up, and if I have not sent them recorded I would need to claim through Royal Mail. I found that utterly unacceptable as there was no apology or mention of an attempt to look again for the item in the post they'd received. I had actually paid 77p to track the item when I posted it back so was able to tell her that it had actually arrived in their warehouse 5 days earlier.
When I told her of this there was again no apology, not just for the unnecessary delay, but not for having to return a faulty item.
It came across as though they were avoiding refunding my item and were hoping I'd just claim from Royal Mail. Not a chance!
I shall definitely never buy from them again and would urge people to go to a company with a better customer service department, and a better product. £24.99 or not a product should not do that. I wish I had thought to pay more elsewhere originally!