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“Poor customer service”

written by on 24/02/2015

Ordered some trainers for my hubby for Christmas, they didn't quite fit, so I sent them back. They did refund me in a timely manner, but deducted the original £4.95 postage charge from my refund. So in essence I lost out on £4.95 (I checked my paperwork, and yes, I did pay for the parcel to be sent to me and I did pay £5 to return it to them). I contacted them to ask why. They ignored the email. I've emailed again, I suspect they'll ignore that too! I understand they have to restock the item, but I've never, ever come across a company that deducts the postage charge (you've paid). There is a teeny tiny line about it hidden deep in their returns page...not very clear. They should make it clearer if this is their policy. I'm not impressed, won't use them again. I should have just gone out and shoved a tenner down the drain. Poor, poor customer service to ignore emails. That's a basic requirement for a good company...I'll let you draw your own conclusions, but good luck if you use them!