Damaged products & terrible service

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Guest's review of M & Co - www.mandco.com

“Damaged products and terrible service”

★☆☆☆☆

written by on 16/12/2012

This is the worst online company I've ever dealt with. They charged me £3.50 postage and packing just for a necklace and earring set, which then arrived not in a box but in a simple envelope. Both the necklace and one of the earrings were damaged, either as a result of the inadequate packaging or because they had been sent out in this condition. I sent three emails asking how to go about getting a replacement, none of which were answered.

I eventually telephoned them, to be told I must return the goods before I could get a replacement (on the rare occasions I have received faulty goods from other online companies, they have responded after a single email and immediately issued a replacement or full refund without first requiring that I return the faulty items). I returned the necklace and earrings, and heard nothing for nearly a month.

I then received an email saying I had been issued a partial refund. When I called to ask why I had not been sent a replacement as I requested, I was told that the items were now out of stock – this probably would not have been the case had they dealt with the return more promptly. When I then asked why I had been given only a partial refund, I was told they do not refund postage. I would find this acceptable had I returned the goods simply because I had changed my mind, but I returned them because they were damaged on arrival.

This company has essentially charged me £3.50 to send me a necklace and earring set and then have them back. I requested that I either be issued a full refund or have the original items returned to me (I would not have returned them in the first place had I known there was a chance I would not be able to get a replacement), but despite another email and phone call I never received either. Buyers beware!

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