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“Great boots, poor customer service”

written by soad on 26/06/2014

1st pair ordered arrived damaged and dirty. I have called customer service to report this, but they could not do much. I have asked them to put another pair (only one of this model was available on the website) on hold for me, but they said they cannot do it as they cannot control stock levels. So I was encouraged to purchase another pair before being refunded for the 1st one. As a gesture of a good will, they have refunded me with the postage cost. 2nd pair of boots arrived - wrong model and studs at the back straps missing! I had to send it back. Reported the issue to the Customer Service and again - they told me that there is nothing they can do. I have completed return form asking for replacement, however lady at Customer Services advised me that they don't issue replacements, because again, they cannot control stock levels. I have asked her for an advise, as I still want the boots, but I don't want to repurchase the pair which was sent originally. She said that is the risk I would be taking, because "they cannot control the stock". My response to this was that ASOS and Amazon somehow are able to control stock levels, so perhaps there is room for improvement at Dune Group. I must say, I am now put off from re-purchasing the boots for the third time, and potentially returning them again. Surely someone who is packing the goods can recognise that they are not up to the Dune standards. I have purchased things from Dune ebay outlet and their Amazon shop and NEVER had this much hassle, actually opposite - easy and swift service, no issues with returns, refunds or replacement.
Such a shame, especially that I absolutely love Tanka boots. Super cool and comfortable, contrast between red elastic back and buttery smooth leather is edgy and cool. Pity that Dune Customer Services cannot get it right.