Terrible customer service
I had a very disappointing experience with Doppelgänger regarding their return policy.
I purchased two suits in-store and shortly after bought the exact same two suits online (plus one more). This left me with duplicates, so I tried to return the in-store suits. To my surprise, I was told I could only receive vouchers, not a refund.
The problem is that online purchases are refunded directly to the original payment method, but in-store purchases only result in vouchers. This creates a frustrating loop: if I use the voucher to buy the same suits online and then return them, I would get a refund so the policy only wastes time and money for both the customer and the company.
I reached out to customer service to explain this clearly, but I only received the same rigid answer, with no flexibility or effort to resolve the issue in a customer-friendly way.
This experience shows a lack of consistency between in-store and online policies, and very poor attention to customer satisfaction. For a brand that positions itself as premium, this is unacceptable.
I will think twice before shopping here again.
Reply from DOPPELGÄNGER
Dear Customer, thank you for sharing your feedback with us.
We are sorry that your experience did not meet your expectations: customer satisfaction is always our top priority.
However, we would like to point out that our sales conditions provide for different procedures depending on whether purchases are made online or in-store. All details regarding return and refund policies are clearly and transparently outlined in our FAQ section on the official website, both for in-store and online purchases.
Our Customer Service team has nevertheless made itself available to assist you in the best possible way, fully in line with the procedures in place. We will also take your observations into account as we constantly strive to improve our service.
Kind regards,
Simone - Doppelgänger Customer Service
