Wendy

Dreadful experience. I purchased 3 dresses from Ivy Luna, paying by PayPal. The order took nearly two weeks to arrive, not realising it was coming from China. When I opened the items I was disappointed with the dress quality immediately. One dress was missing the straps to hold it in place so unable to wear. 2nd dress was not a true size and 3rd dress fabric was of a very thin fabric and poor quality.
I had purchased as they stated 100% satisfaction guarantee THIS IS A LIE

I emailed to advise I wanted to return all 3 items. This is where the issues began. They advised I would have to pay to return the items to China. The package return address however was in the UK. I said I would return to UK but this was rejected with the offer of a partial refund in the form of a gift card. I was never going to purchase from them again based on poor quality of existing products so rejected their offer.
I then looked at the PayPal transaction and saw I had paid a company called Eagle Clothing, UK based. The company is in liquidation and they have failed to submit Accounts at Companies House which is illegal.
I again told them I knew my rights and wanted them to allow me to return the items to the UK.
Again I was offered a higher value gift card, again I refused this.
I’ve now been offered to keep the items and 30% refund on a gift card.
The items are not of any use and I’m now being told I have to pay £20 + to return the faulty and inadequate items to China.
This company is acting fraudulently and I am now raising g a formal complaint through PayPal for the £97 I have paid.

Excellent communication and really helpful

Very good response times and information given was helpful. Successful conclusion to enquiry.

Reserved and paid online. Went to local store within Sainsbury’s at Silksworth, but box and contents damaged. Helpful staff at Silksworth and they found item in stock 10 miles away in stand alone store in Seaham. They gave me reservation ref and said seaham manager was aware I was on my way. Arrived at Seaham and asked for manager Darren. He said yes I could swap but then left me with a colleague and a long queue. He did not explain it was a straight swap so I spent 30 mins explaining, waiting and in the end I had to have a refund before they would sell me the item reserved. Absolutely ridiculous.

Items received well packaged, arrived very quickly and were good quality & price.