Inbox

Guide did not speak English

We booked the English-speaking day tour and the guide only spoke Turkish. Expected behavior A guide who speaks English. Actual behavior The whole tour was in Turkish.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.