Cath Kidston www.cathkidston.co.uk Reviews

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This is a tale of woe. If you are a company exec there, you better sit down. Cath Kidstone is undoubtedly great on product, and great on good intentions. But their back-office processing, their customer-satisfaction rules and some of their web site processing is truly dreadful. They also need a course in customer retention, which says that keeping existing clients should be 17 times easier than finding new ones. Well they have jut this horribly wrong and have just lost a loyal client. They need to clean up their act. I am in the process of writing directly to them about this.

Very briefly, or as briefly as I can do it for such a sorry saga - we ordered a duvet for the baby and some fabric that was on offer. Both great products, the fabric at a great price (we thought).

The fabric never showed - they came back even though they had happily taken my money to say the fabric had been wrongly priced and that they unilaterally withdrew it from sale. I got my money back even after querying the ethics of them doing this. They just quoted small print. No apology. Sorry sir, we decided not to offer it at that price even though we took your money. Here's your money back. As for the time you wasted? Tough. Thanks guys, I thought.

It gets worse, the duvet turned up but I checked my account and I'd been charged twice (two different prices). Then, a second duvet arrived. I had been charged twice for ordering one product. I checked my order. Nope, just one duvet ordered. Not my error. Their error. Two out of two.

Losing the will a bit by this stage, I suggested we kept the second duvet and suggested too that they discounted it heavily, including the postal fee (wihch they would have to incur to pick it up). You know, knock a bit off the one I didn't want and I'll keep it. Fair enough? No dice, just a "sorry you feel like this", as in it was somehow my fault for having an issue with them getting the order so utterly wrong. So I still wait for them to pick this up... and in the meantime, the money they incorrectly took from my account for a product I didn't order? Yes, they are keeping hold of that. This has been running a couple of weeks now. I'm glad I'm not counting every penny!

Mistakes happen, even on the web. Orders get messed up. But with brands who sell on quality, the customer service has to be excellent, and for me it was amateurish. I pity the poor people who had to take my calls and emails, as they were clearly not empowered to offer me the 'deal' that would have sent me away happy and kept me as a loyal client. Insetead they could only quote and re-quote 'policy'.

As it is, someone responsible in the management there has a policy there that means I am obliged to write this sort of review. They have a backward perspective on customer service and in this day and age its the sort of policy that will put you in big trouble. If this is typical behaviour for this firm, they must be losing money hand over fist with this nonsense. I don't really sympathise much.

I'm afraid although the products are very good there is no excuse for this sort of treatment and I recommend not using them until they get their act together.

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I ordered 5 items in the January 2009 sale. Three of these were out of stock, though it took three emails over 20 days to inform me of this. My remaining two items were both very small things - one bought to go with one of the out of stock items and therefore useless. I paid £5 postage to receive these two items, worth less that £6 altogether.When I rang to ask to return these items and have a refund on my postage, Cath Kidston quoted the many disclaimers on their website and re ...