Awful store who don't care about their customers!

Firstly, I have to say that I have spent a lot of money in All Saints over the last couple of years and really did love their stuff. However, since having our baby I have taken to use their online service over the last year or so and it is awful. I agree with a lot of reviewers on this site that one of the biggest issues is their returns procedures and that you can only obtain a refund if you return the item via post at your own expense, which is so backward compared with other online retailers. However, it is their customer service which really gets me.

I constantly have problems paying by any card on their website. When I called to try and resolve this I was told it was my browser that was the problem (I use both Explorer and Firefox) and that I should download Google Chrome for future purchases!!! When I asked if I could order with them over the phone they said they don't do that. I sent an email to complain but got no response.

Later, I ordered something from their recent sale (the only way to get any value from them) using PayPal but it never arrived. When I spoke with All Saints customer services they assured me that the courier delivered the item, but it was no where to be seen. They told me quite bluntly that they believe the courier over me as the courier has confirmed it was delivered and they Google StreetMapped my house and even told me how it is likely that it was probably stolen by one of the local kids! I asked to speak to a manager but told that not even people who spend more than I do get to speak to a manager and so there was no way I could. So, I wrote a letter threatening to take it to a small claims court unless I was offered a refund and received a letter back from their 'Customer Services Manager' to say that this was my fault and that in no way will I receive a refund.

Finally, to top it all off, I went into their Edinburgh store today with my son in his pushchair. I asked if they had a lift up to the first floor to the menswear dept but was told they do not have a lift but I could leave his pushchair downstairs and carry him up. I am sure that this is some form of discrimination - what if it was someone with a wheelchair (I guess they should be carried up too?!)

So, I think I have probably made my last purchase with this company and will have to shop elsewhere.