Inbox

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.

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.

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.

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.

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.

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.

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.

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.

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.

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 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.

Booking confirmation never arrived

I booked two nights from 14 September and paid, but no confirmation email came. Expected behavior A confirmation email right after paying. Actual behavior No email, so I do not know if the room is booked.

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.

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.

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.

Group was much bigger than promised

The tour page said at most 12 people, and there were 30 of us on the bus. Expected behavior A group of 12 at most. Actual behavior A full bus of 30 people.

No reply about a late arrival

I wrote that we would arrive after midnight and asked if someone would be at the desk. Nobody answered. Expected behavior An answer before we travel. Actual behavior No answer, and the desk was closed.

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.

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.

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.