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“Topshop disgusting customer service”

written by findjbegum on 21/11/2012

Here is my story....... Hate Topshop

Dear Sir or Madam,

Order number:


Ref: Delivery complaint due to breach of contract

On 05/11/2012 you agreed to sell me Stud Print Bodycon Midi Dress + Sleeveless Boucle Peplum Top + Sleeveless Zip Peplum Top + Crissy Dress by Motel**

It was agreed you would deliver to me no later than the 10th. You failed to deliver. You never rearranged delivery nor did the delivery ever take place. However, I incurred loss due to your breach of contract.

I called your customer service department on the 14th only for things to take a turn for the worst. I spoke to a staff member on phone after a 20min wait who was rude and non sympathetic. Your staff member was laughing over the phone constantly and told me that my order was damaged and I will get a refund !! I asked for it to be dispatched again and she said that this was not possible.

At this stage I was furious as no one informed me that my order was damaged and that it will never actually be delivered, I gave up and just requested for my refund to be processed ( I was informed this would take no longer than 5 working days).

Today the 21st checked my account and no refund has been processed, I called your customer service centre and again after a 15 min wait spoke to one of your advisers to be told that it takes up to 28 working days for a refund ! I could not believe my ears, I explained that I was told 5 working days and this was not the refund policy all over the UK ? how could you possibly expect me to wait 28 working days before a refund is processed ?? Asked to speak to a manager and was told that there is no one available but someone will call me back by 5 pm today the 21/11/2012. It is now 10 pm on the 21/11/2012 and no call.

After this experience the Topshop brand has been completely tarnished for me, I will never purchase anything from Topshop ever again and make sure everyone within my social circle and all facebook friends to be fully aware of this.

I will also make an official complaint to the trading standards about the disgusting manner in which I have been treated. It is now 16 days since my first order and I am still without my items nor refund.

Therefore, I am hereby making time of the essence and giving notice that unless the item is delivered to me no later than 5 working days I will treat you as having repudiated the contract and call on you to refund all sums I have paid you, together with damages for breach of contract. This will include my expenses in having to buy the same goods elsewhere, and any amount in excess of the price I paid to you.

I want to be compensated for the time and stress that Topshop has caused me, including all the phone calls that I had to make you have one final chance to make this right and hope I wont be let down again.

I look forward to your response within the next 14 days.

Yours faithfully,

Jo