Inbox

Dress color differs from the photos

The green dress looks olive in the photos and arrived almost grey. Expected behavior The color in the photos. Actual behavior An almost grey dress.

Hotel pickup was an hour late

The shuttle was due at 04:30 and came at 05:30, so we missed the sunrise. Expected behavior Pickup at 04:30. Actual behavior The shuttle came at 05:30.

Air conditioning in the room does not work

The air conditioning in room 214 blows warm air and we could not sleep. Expected behavior A cool room at night. Actual behavior Warm air all night.

Loyalty points disappeared

My 1,200 points were gone after the app update. Expected behavior My points still on my account. Actual behavior The balance shows zero.

Charged twice for one order

My bank shows two payments of the same amount for order 4182. Expected behavior One payment for one order. Actual behavior Two payments were taken.

Early check-in was promised but refused

An email said check-in at 10:00 was fine, but at the desk they told us to come back at 14:00. Expected behavior Check-in at 10:00 as promised. Actual behavior We waited until 14:00.

Gift card balance disappeared after a cancelled order

I paid part of an order with a gift card, cancelled it, and the gift card now shows zero. Expected behavior The gift card balance comes back after the cancellation. Actual behavior The balance is gone.

Balloon flight cancelled without a new date

Our flight was cancelled for wind and nobody offered us another day. Expected behavior A new date or a refund. Actual behavior Only a cancellation message.

Order is still preparing after four days

My order from Monday still says 'preparing' and nobody has answered my email. Expected behavior The order ships within 2 days as the site says. Actual behavior Four days later it has not shipped.

Item shows in stock but the store says sold out

The website said the store on Park Street had the bag in stock, so I went there and they had none. Expected behavior Stock on the website matches the store. Actual behavior The store had sold out hours earlier.

Airport transfer did not show up

We waited 40 minutes at Dalaman airport and the transfer we booked never came. Expected behavior The driver waiting at arrivals. Actual behavior No driver came, so we took a taxi.

Wrong size arrived in the order

I ordered the linen shirt in M and the one in the box is an L. Expected behavior The shirt in the size I ordered. Actual behavior A size L arrived.

Refund has not arrived after two weeks

I returned a coat on the 2nd and got the email that you received it, but the money is still not on my card. Expected behavior The refund reaches my card within 5 working days. Actual behavior Two weeks later there is still no refund.

Store hours on the website are out of date

The site says the mall store opens at 9, but it was closed until 10 this morning. Expected behavior The hours on the site are correct. Actual behavior The store opened an hour later than the site says.

Discount code is rejected at checkout

I added WELCOME10 at checkout and it says the code is not valid, but it came in your newsletter yesterday. Expected behavior The code takes 10% off my order. Actual behavior The checkout shows 'Code not valid' and the full price.

Cancelled booking still charged

I cancelled ten days before arrival, inside the free cancellation period, and the full amount was taken. Expected behavior No charge for a free cancellation. Actual behavior The full amount was charged.

Fitting appointment was not on record

I booked a private fitting for Saturday 11:00 and the store had no record of it. Expected behavior The fitting room ready at 11:00. Actual behavior No booking, and a long wait.

Size guide does not match the fit

I ordered my usual size using your size guide and the trousers are far too small. Expected behavior The size guide matches how the trousers fit. Actual behavior They are a full size smaller.

Newsletter keeps arriving after unsubscribing

I unsubscribed three times and I still get your emails every day. Expected behavior No more emails after I unsubscribe. Actual behavior The emails keep coming.

Child discount was not applied

My son is eight and the child price was not applied at payment. Expected behavior The child price for my son. Actual behavior We paid the full adult price.