Inbox

Store refused to exchange an online order

I bought online and the store would not exchange the size; they said online orders go back by post. Expected behavior An exchange in the store. Actual behavior I was sent away to post it back.

Breakfast was not included as booked

Our booking says breakfast included, but the restaurant asked us to pay for it. Expected behavior Breakfast included, as booked. Actual behavior We were asked to pay for breakfast.

Lunch was not included as advertised

The day tour page says lunch included, but we were asked to pay at the restaurant. Expected behavior Lunch included, as the page says. Actual behavior We paid for lunch.

Cannot add a person to the booking

I want to add one more person to our booking, but the site only lets me cancel. Expected behavior Add a person online. Actual behavior The only option is to cancel.

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.

Exchange label link does not open

The link in the exchange email to print the return label gives an error page. Expected behavior The link opens the label to print. Actual behavior An error page opens.

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.

Flight photos were not shared

We paid for the photo package and still have not received the link. Expected behavior The photo link after the flight. Actual behavior No link a week later.

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.

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.

Flight certificate was never sent

We were told the flight certificate would come by email the same day. Nothing came. Expected behavior The certificate by email the same day. Actual behavior No certificate after three days.

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.

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.

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.

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.

Tracking number does not work

The tracking number in the shipping email says 'not found' on the courier's site. Expected behavior The tracking number shows where my order is. Actual behavior The courier's site says it does not exist.

No reply from support email

I wrote to your support address four days ago about a missing order and nobody answered. Expected behavior An answer within a day. Actual behavior No answer after four days.

Gift wrap was not done

I paid for gift wrapping and the blouse arrived in a plain bag. Expected behavior Gift wrapping, as paid. Actual behavior A plain bag.

New collection runs small

I ordered my usual S using your size guide and the new collection S is far too small. Expected behavior My usual size to fit. Actual behavior The S is too small.

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.