Inbox

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.