Kelly

Paid for next day delivery by 12pm. That time came and went. Called Paperchase who said that the delivery driver “has probably had a car accident”. Well. It was a new method of customer service for me!
Cancelled my order and went with another retailer. Wouldn’t buy again online.

Trying to return items and it’s a bit of a pain. Used to Very easy but now it’s a faff so I won’t be ordering again. Now you have to print off all the labels yourself instead of it being enclosed and popping to the post office with ease. I have even taken my good on a plane to Belfast with me today but I didn’t have the right card with me so off to find a printer instead.... I do 90% of my clothes shopping online so ease of despatch and returns is critical to my buying experience.

I do almost all clothes shopping online and this was hands down the most difficult returns process of them all. So much so i wouldn’t order again. I believe this is quite a small business as I kept getting through to the same people at customer services. My phone experiences weren’t great. I don’t think I’ve ever had to call and email a company multiple times to try to send something back.
Only buy if you are certain you will keep it!
Unlike the other reviews, it turned up on time - I just couldn’t get rid of it!!!!

Shopping with Charley Chau is always a pleasure. The products are 10/10 - do not be put off by the price. They last better than any beds, I’ve never had to replace one yet and my dogs have not been able to break into any of them (a fate every other bed, including expensive brands, has failed). They wash incredibly well.
I love the personalised service and emails.
Love Charley Chau more than my three dogs!

Easy order process with great items. I’ve not had to return yet but buying online, quality of items and speed of delivery was all very good. Would buy again

Ok. My order arrived quickly a products are OK to poor quality. Frustration this time was £2.50 charge to return! I wouldn’t bother again. I do almost all of my shopping online and,as a result i return quite a lot. Being charged for the pleasure of trying something on is enough to stop me ordering from now on

Bought five products and sent five back. Products weren’t very good and returns ok. Frustrating thing about the returns is that you get no documents in the packaging, you need to log in online just to print out a bog standard Royal Mail return label. I don’t have a printer so this is just a faff for me. Other than that it was a very good experience. Fast getting the sticker, I can return via the post office and the correspondence about the return and refund was excellent.

Fast delivery and good products. Have not had to return anything yet so can’t comment on returns process but purchase, delivery and products all good.

Very mixed experience. Would not order again.

Ordered products for an event. They did not arrive, chased up and told they had ordered them as they were out of stock.

Event date looming. No product. Chase twice and no response. Eventually arrives. Different product sent knowingly.

I went to london and another website to get the ones I originally ordered and a back up. Had to pay for next day postage and take afternoon off to get products from a shop as a back up.

Refund process was a bit weird. Whole experience odd. Would rather just told out of stock. Could have ordered elsewhere. I think they meant well but not sure how they thought sending another, wrong product was a good idea...

I am a big Ted Baker fan. I travel a lot and always buy some Ted Baker in the airport... I exclusively wear Ted Baker shoes and coats. So I love Ted Baker.

Then I ordered online.....

I had to return one of the items and here is where it goes wrong. The returns are not easy and they charge you for them. I ended up doing one of those drop off things because it was going to cost a fortune via Royal Mail.

It took a long time to process the refund and then it was for less than 25% of what I paid.

NONE of the phones work - Customer Services is just a recorded message. The Head Office number just doesn't work - a message saying "this mailbox is full".

Very odd and unsettling. I still love Ted Baker but would NEVER buy from them directly again!

I ended up cancelling my order and placing with a competitor. Essentially the delivery was going to be a problem and their shipping options are below competitor levels. Cancelling was an odd process. Read on for moany details....

Ordered and then emailed immediately regarding shipping options. Item was despatched that evening and shipping option was not what I needed but let's roll with it. Shipping company they use are pretty poor - you can't get hold of them, Victorian would not manage my shipping at all and totally hand off to allusive shipping co.
Delivery dates were no good and the following week - they were limited with options and dates they offered were all either days I was out of the country or too far away. So I tell the shipping co to return goods and call Victorian to cancel.
Here we go.
Customer service guys are all pleasant but not trained in the ABC of buying online. I don't expect a lawyer on the phone but I expect some basics like we have a contract and I'm bound by the T&Cs. I was told we didn't have a contact and I had to read out the refund T&Cs. The person I spoke to thought that telling me they would process my refund in 30 days was crackers but I explained that's their T&Cs and that's what I've agreed to.
Anyway. How did this bizarre conversation unfold... so Victorian's shipping is awful. I want to cancel and replace with another shipping option. No - I need to pay twice and they won't acknowledge my refund being pending until the allusive shipping company put in writing that the goods are on their way back. Urm.... you won't even acknowledge I've cancelled my order and your starting your 30 day refund process.....? Nope. Not until the shipping company write to Victorian. Urm......
eventually I end up co authoring an email which says they do acknowledge cancellation and are processing refund but not before contracting 101 and explaining their T&Cs to them.
The staff were pleasant but they have not got the right basic training.

The shipping company called me the next day (purporting to be Victorian I might add) to try to arrange delivery. No notes of my call or Victorian contacting them.
So Victorian's odd refund process (i.e. Refusing to acknowledge cancellation until they have heard from shipper) is because they use a rubbish shipper.

Shipping prices and options here are not as good as competitor prices and services.

They could have happily kept my order but decided not to.
Full refund processed in a very acceptable 5 days.
Unnecessarily odd!

Ordered online - arrived next day with two very polite chaps. In fact they are probably the nicest delivery drivers I've met. Took the goods to the rooms requested. In and out promptly. Always notified of status. Could not complain.

Always easy to shop here and returns are never a problem. I generally shop here because of the ease and would pick here over most other department stores online.
I ordered a load of items for Christmas and emailed them about one product which was really awful - they apologised and refunded it. Love John Lewis for their fair and fast customer care.
I also had a product earlier in the year which broke during warranty period - replaced with no fuss - an apology and a replacement.
Refreshingly customer orientated.

I order here because of the ease. Fast shipping and super easy returns. Would always use.

I would only buy from here if essential.

My issue came from 2 factors:
- my order was over a certain value (spent just over 500)
- I had specified a different shipping and billing address

This triggers extra security questions. Which for me started late PM the day before delivery - when I was out.

So my delivery date was not achieved.

They were obscenely difficult to get on the phone. I mean ridiculous. I had two lines open.

They eventually asked my security question.

They then said it would be next day shipping which is what I had paid for

It arrived two days later and they refunded my shipping.

Overall over an hour on the phone probably speaking time of 4 minutes.

Not sure what kind of issues they have had with fraud which lead to this bizarre process but one can only deduce the answer to that question is "loads".

I had no idea what had happened after seeing 4 x charges on my credit card totalling £100 instead of the £22 I was expecting.

Fabletics fixed it but I needed to phone - I couldn't understand what the online chat lady was telling me as she kept copy and pasting T&Cs at me with messages so long I couldn't read easily on my iPhone. I kept asking and asking and eventually asked if I had signed up to a subscription service to which I was told yes.

Panic then set in!!

Here is all you need to know....
...if you buy items at a cheap price and become a 'VIP member' you are signing up to a £44 a month SUBSCRIPTION SERVICE.
You're not just on an email list you are signing up to a PAID FOR subscription.

I couldn't see anything about this and have since found loads of news articles warning people about this in the national press. I was distraught at being charged 4 x more than I was expecting. But they refunded by subscriptions and cancelled my membership.

Here's my feedback:
- please be ABSOLUTELY EXPLICIT that this is a monthly PAID FOR subscription. I would never have bought. Fabletics - you need to add the first month subscription to the cart so people can see it
- as a general online shopping experience, refunds look very difficult - no info in the envelope and still not sure how you get a refund. it's not like any other brand I have shopped with (I do all my shopping online) - there is no invoice or info in your parcel to tell you anything.
- the items I got were OK. I would not have kept them at full "non VIP" price - the quality of the fabric is not good enough compared to other brands but at the low price they were good value.

If you work out a lot.. and I mean A LOT... so much so that would you spend £44 a month on new workout clothes this might be right for you.

Ordered, marked as despatched. No item and no communication. Could not get hold of anyone. Had to resort to social media. Eventually after many weeks I got a very unapologetic response.
Would absolutely never go near this company - worst shopping experience in my life.
Avoid avoid avoid!!!

One item arrived in store for click and collect in days, the other one was a disaster. It took almost 4 weeks to arrive! Tesco did keep me informed but I wouldn't order from them now if I needed an item by a certain date.

Great items and fast delivery. All items perfect - as described, well packed. Excellent communications and delivery. Would certainly use again.

I ordered a vase but the dimensions on the website incorrect so the case was larger than expected. Returns are awful - you have to arrange for collection and you can't return it to store. They can't tell you anything more than the day it will be collected so you have to wait in all day for someone to collect it. You would have thought I had ordered large furniture.
Delivery was good just product not as described and return process awful. Only order if your going to keep it or if you like staying in your house for hours on end.