- Joined May 15, 2003
OK, I understand all of this, but why would you expect for you to explain to you what occurred? They don't owe you an explanation to explain their business practices, that's an internal issue.i guess some of you may think that it is just another complain that isn't worth paying attention to, and this is what i would probably think myself until it happen to us.
I had spend a lot of money to this online shop END. Clothing over the past 5 years. i surely noticed some weird pricing positioning from time to time but i would say that overall i had a pleasant experience and service was fine.
This was until my last 2 orders last month. I ordered several items, socks, underwear , adidas sport pant and one pair of air max plus 3.
A few days later i received my package that i though was looking much smaller than usual. I opened the box and found out that the pair of air max plus 3 was missing, i checked the order list that was in the box and surprisingly the sneakers were ticked in the list, which means that someone supposedly verified my order and confirmed that everything was inside the box by ticking the item on the list before to ship it. I emailed the customer service and they told me they have to check CCTV and that it can take few working days, ok well i will wait for their investigation.
They contacted me again after just one working day , but the CS didn't bother explaining what happened, she told me they have fixed the problem and my sneakers are on their way.
Come on, at least i should received a better explanation, a coupon code? a apology? Nothing. I was really mad and email back to ask for more details how can it happen. I had to accept the fact that they wont let me know more, just that according to their words "As unfortunate as this error is, it is a rarity and will have been a mistake by the person packaging your items".
I didn't fight more and i wanted to believe it was isolated case. I placed another order few days later this time was a jeans and sleeper. I received all of them! miracle! But..unfortunately the size was not right, so i filled up the return form indicating clearly that i wanted a refund for the jeans.
Few days later, i received a refund for the cheapest item on the list (the sleeper) !! Again, how can they make such kind of mistake, twice! Very suspicious! I emailed customer service again and at this moment i'm still waiting for their investigation...I really don't expect anything anymore from this company, i guess they wont even offer any coupon or else even i had to pay shipping for the returned item.
I'm really disappointed and i want to share this experience so if anyone if considering ordering from END. I would strongly advise you to look somewhere else. Their prices are not even great, although they may have large selection of clothes and shoes. The shipping is not free (hi Mr Porter to name only one). And most of it, we are treated like rubbish! We are just a wallet to them, customer service clearly received instruction to not offer any discount, and you will have to beg for apology. They just lost a loyal customer and hopefully many more will follow.
Have a nice day NT family.
Besides that it was poor customer service and they should have done more to make you happy.