Amateur operation masquerading as a premium product/service
Terrible experience with what markets itself as a premium product/service.
I ordered a ski suit on next day delivery (well before the cut off time) ahead of a ski trip. It didn't arrive for two days, by which time I had already gone on my trip. When I returned I logged a return of the item and the portal said I had to pay for return postage! I emailed to complain and they sent me a label. My return was confirmed as delivered but that was 6 weeks ago and still no refund has arrived onto my card. There is also no way to telephone this company, the chat bot wasn't answered on both occasions that I tried (during their stated working hours). You have to email. All in all, what a joke for a company that pretends to be "premium".
Update: It is now nearly two months since this company confirmed to me that my return was delivered back to their warehouse (on 10th March) but they are still yet to provide a refund of £445 for the item. The item was returned late because they delivered it late to me in the first place!
If you order from this company you'd better be sure you're going to keep the item as you may never see your money again.
Reply from mysundayski.co.uk
Hi Caroline,
Thank you for sharing your feedback.
We want to begin by acknowledging the delivery delay, which was caused by the courier and was unfortunately out of our control, and we sincerely apologise for the inconvenience caused.
Regarding your return, as it was submitted outside of our standard returns window, we provided a return label as a one off goodwill gesture, even though our usual policy no longer applied. Because returns processed through this method take longer, we’ve been actively following up with our warehouse team and are still awaiting final confirmation.
Whilst we completely understand how frustrating this situation is, we kindly ask for mutual respect in these matters. Your review is not a fair reflection of My Sunday Ski, nor the effort the team have put in to support you, especially when we’ve made every attempt to assist you beyond our standard policy. We’re committed to resolving this and would greatly appreciate your understanding.
We are continuing to work on your return and will keep you updated as soon as we have more information.
Thank you for your patience.
Best regards,
My Sunday Ski