A Webb

Do not use this company. The products took over 4 weeks to arrive for starters and on their first wash, they have disintegrated in the machine and are now just a sock filled with loose bits of foam. They are not suitable as any form of protection. On complaining, the company have been awful (although polite, probably AI generated responses) at processing a refund. After offering part refunds, they have now taken over a month to 'process' my refund - apparently that's how long it takes to organise a return postage with their internal system. I cannot express enough that you should not use this company for both quality of product and customer service.

I've bought two extensions now, one longer than the other and I have been really impressed with both the quality and the customer service. There was a little fault with the second extension which was sorted out really quickly - good customer service. I'd really recommend these guys. The extensions feel lovely to wear and high quality.

Has anyone had success in getting their £30 back? I too have just done this and am kicking myself for not looking at the reviews and have just seen this evening that £30 is pending from my bank account when I thought I had 7 days to cancel. So £30 for a £1 pdf conversion of 1 document! I've reported it to my bank but until the money is taken, they can't do anything. INFURIATING! I also tried to log into my pdf smart account and it didn't recognise it. I'm livid. I have emailed them but am not holding out much hope. I just can't afford to lose £30.

Great service! My ski jacket arrived in beautiful condition, swiftly, and the return packaging (being eco friendly) was also beautifully thought through. The whole process was super easy and would definitely recommend and will be using again.

Order number: 6549774202
An order for a netball post has missing parts. On calling the helpline, I’ve been told no spares are available and that not only would I have to return the item to the store, a straight exchange is not possible which would mean ordering and travelling yet again to collect the new post when it is available. They also can’t guarantee that the new post will have all the parts. This is such shockingly bad customer service when something has been purchased in good faith, to be told I have to make 2 extra trips is unacceptable. Why is it not possible to organise an exchange in store for a faulty product (which would be acceptable)? Also the staff member I spoke to was extremely rude and didn’t let me finish my sentence without interrupting and then put the phone down on me. I suggest you train your phone operators to better deal with customer complaints other than just diverting them to head office and ending the call. It’s an absolute cop out when I’ve already called the “helpline” and when the product is faulty. I’d rate it 0 if that were possible.

This is the worst experience of online shopping and an online company I have ever come across. An order of 2 hoverboards for my children's Christmas presents placed on 14th December with fruugo.co.uk did not arrive until January despite emails to say they were in the UK even though DHL confirmed on 23rd December that they hadn't even left Poland. I therefore want to return the hoverboards as your T&Cs confirm I can, for a full refund, however I should not have to bear the cost of £100 postage you are refusing to reimburse me for seeing as they arrived so late and your delivery information was misleading. It is also dreadful that you are not providing a working phoneline to actually speak to anyone seeing as your email service is as dreadful as your customer service as the emails barely even send and when they do, take more than 2 days to be replied to. I have an email confirming I contacted Fruugo on 2nd January to arrange the return but your email today says I have not contacted you. I would never have ordered them if I had known they were coming from abroad either, it is very misleading that you claim to be a UK company but stock is actually from Europe and has to be sent back there.
Response to Fruugo reply: It took 5 days to dispatch, not 24hrs like the website states. On the website the same item currently says it comes from the UK and there was/is no option to choose a faster delivery. There was no information when ordering that it would not arrive in time for Christmas.

Absolutely awful, slow customer service! I bought a coat that had to be returned as the zip was faulty (at my own cost from UK to Germany). I had no communication from them other than to say they had received the coat and had sent it back to the manufacturer. More than 2 weeks later, another coat mysteriously turned up at my doorstep even though I had requested a refund for my faulty coat, not a replacement. I have emailed to say this new coat was not wanted and to arrange to send it back and get my refund twice now, but not heard anything back.