Sweaty Betty Delivery Charge

scottishminnie

Looking for some advice here if anyone has experienced similar.

I ordered goods from Sweaty Betty which had free delivery as they were above a threshold (by a reasonable amount , not just pennies)

When the goods came one of them (a top) was so large I could have fitted in it 3 times over, despite following their size guide so I returned the top. Returns are not free so I paid for recorded delivery (as advised by them) and asked for a refund. As the sizing was so wrong I didn't trust them to send me another which may also be ridiculously sized.

Anyway I received my refund however they also charged my credit card £4 for delivery. When I rang them to query they advised that by returning the top I had dropped below the free delivery threshold by 75p and therefore was liable for delivery charges for the original order.

I have to say I'm pretty speechless on this one - I returned the goods at a cost of £3.50 odds and have now also paid £4 backdated delivery so £7.50 for nothing?
I have no issue with the fact I had to pay to return the goods, I knew that when I ordered and as their sizing is clearly inaccurate I won't use them again, I just think it's a bit much to charge me backdated delivery as the order was 75p below the free delivery limit.

I've checked their website and can't see anything about charging for delivery if you refund goods which take you below a limit but they were absolutely adamant when I rang they were perfectly entitled to do so.

This is one customer who certainly won't be returning but I'm curious to know if they have done this to anyone else?

cedejah

I've never ordered from them, but my wife used to work for them and she said that it was a MUST that they please the customer. She said that customers used to come in with clothes that were over a year old and complain about the wear and tear on it and they were instructed to either refund of replace the item and ensure the customer left the shop happy. I know it isnt quite the same but it might be worth pushing them a little more.
Im no expert, and maybe someone can correct me if im wrong, but if they take the money of your card that you have not authorised them to take isnt that fraud??
In any case, if i was in your situation I would tell them take all the clothes back......

scottishminnie

thanks Cedejah - I've sent them a polite email expressing my dissatisfaction so I'll wait to see what happens. Either way I don't think I'll be using them again!

cedejah

Scottishminnie, I know it was a long time ago, but how did you make out with Sweatybetty?