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| Customer Service | 9/10   |
|---|---|
| Quality of website | 7.7/10 |
| Value for Money | 8/10 |
| Reviewer Rating | 7/10 |
| Overall Rating | 6.4/10 |
By castlewedding
on 27th Oct 2007
| Goods purchased & cost | I tried to purchase Shoes, £149 |
|---|---|
| Customer service | Poor |
| Delivery | Still waiting |
| Quality of website | 5/10 |
| Value for money | 5/10 |
| Overall value | 2/10 |
 castlewedding's recommendation | |
When I asked for a refund from Girls of Elegance, immediately she agreed, although I'm yet to receive this, so we'll see!!
Poor communication!
I ordered a pair of Benjamin Adams shoes from the Girls of Elegance website around two months before my wedding. I knew that they would be arriving early October, as they were new designs for 2008. I was nervous about this, but I went ahead gingerly.
Around the time the shoes were due to arrive I received an email saying that the shoes where delayed and would be delivered to them by approximately October 15th. I panicked at this point, and I called them immediately. No one answered, so I left a message cancelling the order, as I was petrified the shoes wouldn't arrive in time. I then calmed down a bit and called Paradox, where the shoes come from, and they said that the shoes would definitely arrive in time for my wedding and not to panic. With this, I emailed Girls of Elegance and asked that they ignore my request to cancel the order, I would sit tight and wait for the shoes. In the email I requested that they contact me to ensure that they'd gotten my message.
Almost a week later I'd still heard nothing from them (no phone call and no email), so again, I started to worry. I called them at the first chance I had, and I spoke to a very polite lady who didn't acknowledge my phone call or email, and also told me the shoes wouldn't be with me until approximately October 25th...not the quoted October 15th in their email. I must say I would of normally flipped a lid at this point, but as she was so polite and assured me again I'd have the shoes in time, I didn't, and I kept my cool. I said to her that if there was any chance the shoes wouldn't arrive to please tell me now, as I didn't want to get to 25th and find they had been further delayed. She assured me I would have the shoes in time, so again I left it at that.
Now on October 27th I have no shoes. I waited until yesterday, the day after they were due to arrive to call them, and I was told quite casually that the shoes had been delayed by a further two weeks!! I asked when they would have told me this, and I was told in no uncertain terms that "All of our customers awaiting this shoe were emailed Monday Madam". When I told them I'd received no such email, she simply repeated herself. I asked her why she had promised that the shoe would arrive in time in our previous conversation if there was a possibility that it wouldn't. Again, in the same tone as before, I was told "We don't make promises to any of our customers Madam!" Well, when I'd asked her over the telephone a couple of weeks previously if the shoe would definitely arrive in time she said "Yes, definitely, you have no need to worry". That wasn't maybe, possibly or no, so as far as I'm concerned that's a promise. She said she didn't know who I had spoken to previously.
It certainly wasn't her fault that the shoes were late, but it was her fault that she she led me to believe they would definitely arrive when there was obviously a high chance that they wouldn't. It was also her fault that I wasn't informed that the shoes had been delayed a further two weeks...too late for me to receive in time for my wedding. I was also led to believe by both her and Paradox that no other suppliers have the shoes, but this is not the case!!! I found them in stock at another retailers on the internet last night. And believe it or not, the owner of this site contacted me at 23:10 last night to help me...now that's what I call customer service! Fields away from the kind of service I received from Girls of Elegance!
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