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★★☆☆☆

“Seems to be going downhill”

Written on: 14/09/2013

Ive been shopping with brandalley for years. Whilst the order to delivery timeframe seems to be getting longer, not really had any problems until last couple of orders. One order was delivered 1 short, where Id ordered 2 of the same item. I emailed customer service to complain, got a tort email back saying they had sent the correct number, but just as I was reeling from this rubbish response, a further email came through with a refund - so despite the poor email it somehow got resolved.

My most recent order is the worst yet. I ordered Superdry t-shirts. 11 in total! I received 8 about 3 weeks after the order date and give them credit within the 3 week timeframe (if thats a good thing by todays standard!). Most are ok, sometimes I do think the goods are second/rejects/returns but can never be sure. The main complaint I have is that all the T's had RRP of £30. 3 came through with original superdry price swing tags of £22.99 and although Id only paid £15.99 per T, they still over quoted the RRP and the saving per T in these 3 items by £7.01 each. I even cslled Superdry to ask if these 3 styles had ever been priced higher and they denied this stating only ever £22.99.

I comained to brandalley, asking where the RRP's csme from, and got a polite email back refunding the difference and stating it had been passed to their Buying department for an answer. Incidently, the refund doesnt equate to £7.01 per T, less than this, but hey ho - its a refund without hesitation.

Im still waiting for 3 T's to arrive, but cant return 1 from the first batch, since they have a policy of only accepting returns once an entire order has been shipped or part cancelled - whichever comes sooner. Sometimes balance orders takes weeks, on top of the initial weeks waiting from placimg the order - therefore its sometimes the case where you are waiting to send an item back up to 2 months after placing it.

They need to change their business model and only release itens for sale once they have received them from the supplier, its would save them so many problems, taking money weeks before its despatched, selling items that never turn up from a supplier, quality checks before despatch. In all honesty, they should not take payment until the goods are despatched and they must be working with a positive cashflow, since they get money for orsers before theyve eveb ordered stock from the supplier.

In summary:

1. Dont believe the hype - do some digging around on the quoted RRP's
2. Expect your payment to be taken immediately and a 3-4 week delay in despatch
3. Expect part or some of your order to wait 'in progress' forever or months after being placed
4. Expect sometimes less than best 'Firsts'
5. Expect around 2 weeks on refund once sent back.

Always be firm with customer services, and if you:

1. Dont receive some or sll the goods
2. Goods which are satisfactory
3. Misrepresented goods

Send them back (if received) for a refund. If no goods received or no refund for goods returned forthcoming, chargeback on credit card or visa debit cards.