I have ordered from the company numerous times and I have never encountered any problems but after placing two orders within the same week and them failing to arrive I had the unfortunate pleasure of having to deal with their customer service department and I have never come across such a dismissive, rude and unhelpful array of people.
I received a $25.00 voucher off my next order from them as my birthday was coming up and I decided to purchase two items one of which I wanted to wear on my birthday three weeks later; I don’t think it is unacceptable to expect an online order to arrive in twenty one days especially when you are paying for delivery but I was let down and my birthday passed and no delivery arrived and a further week passed and still no delivery. I tried to trace the item with the tracking number I had been given using the link they had provided but I received the message stating no such tracking number. I knew as my birthday had passed one of the items would be of no use to me so I requested an RMA to return the item and was told this should arrive in two days but after five days I had nothing so I contacted them again and I was accused of the RMA plus supporting documentation of being in my junk folder; which it wasn’t and surprisingly within minutes it arrived. A further week passed and still no package and all I got was fobbed off by the customer service department so I reported the incident to my credit card company for their failure to deliver goods. I advised Spell Designs immediately and they claimed that there had been an attempt to deliver the package; which I can assure you there was not and I received a threatening email that they would not be able to process a refund as I had placed a chargeback on my credit card which I am legally entitled to do so when goods fail to arrive. This is not the only problem that I faced as my husband had purchased two dresses from them as a birthday gift. The package was dispatched on the 19th May 2018 from Los Angeles it bypassed Hong Kong and when to Frankfurt where it sat for over one week and it eventually turned it three weeks later even though he had paid for shipping within seven to fourteen days. We have continually contacted this company for answers some of which have been diabolical; one being the package was waiting duty and tax to be paid on it which is highly unlikely when we live in a country where duty is not payable.
Never once have I received an apology for the failure/late delivery of the goods nor have I been offered a further $25.00 voucher for the order that failed to arrive. All I have received are patronising replies with the added annoyance of ‘have a beautiful day’ on the end. This company states it is their commitment to improve in all aspects of their business so they can offer the most enjoyable shopping experience. Well based on my recent experience they need to start with the way their packages are shipped from the USA and their customer service department in Australia.