Inbox

Store hours on the website are out of date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.

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.

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.

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.

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.

Wrong meeting point in the confirmation

The confirmation sent us to the main square, but the bus left from the bus station. Expected behavior The right meeting point. Actual behavior We missed the bus.

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.

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.

Cannot move a booking to another day

There is no way to move my stay one week later; the only option is to cancel and lose the deposit. Expected behavior Change the dates online. Actual behavior Only a cancellation, and the deposit is lost.

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.

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.

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.

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.

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.

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.

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.

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.

Sea view room was not given

I paid for a sea view room and we were given a room facing the car park. Expected behavior The sea view room I paid for. Actual behavior A room facing the car park.

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.

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.