Inbox

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.

Invoice does not show the company name

I need the invoice for my company, but there is no field for a company name or tax number. Expected behavior An invoice with my company's name and tax number. Actual behavior Only my own name is on the invoice.

Item sold out after payment

I paid for the linen blazer and the next day I was told it was sold out. Expected behavior The blazer I paid for. Actual behavior A sold out message and a refund to wait for.

First order discount was not applied

The 15% welcome discount did not apply to my first order. Expected behavior 15% off my first order. Actual behavior I paid the full price.

Trousers were shortened too much

I asked for the trousers to be taken up by 3 cm and they came back 6 cm shorter. Expected behavior Trousers 3 cm shorter. Actual behavior Trousers 6 cm shorter.

Refund for the cancelled tour has not arrived

The Red Tour was cancelled two weeks ago and the money is still not back on my card. Expected behavior The refund on my card within a week. Actual behavior Two weeks later there is still no refund.

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.

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.

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.

Charged after cancelling

I cancelled my order an hour after placing it and the payment was still taken. Expected behavior No charge after cancelling. Actual behavior The full amount was taken.

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.

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.

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.

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.

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.

Delivery was left at the wrong address

Tracking says delivered, but the parcel was left at number 14, not 41. Expected behavior The parcel is delivered to my address. Actual behavior It was left at a neighbour's door down the street.

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.

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.

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.

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.