Faulty UGGs from Shudoo

jenniewb

At least they are aknowlegding there is a problem. Do think they have shot themselves in the foot with this one- most companies offer free returns and this puts them at a massive disadvantage. I recon they'll either put up prices and offer a better returns service or they'll lost custom and favor. They are a fairly new company still and I just don't think they have the qudos yet to demand so much from customers.

HQ12

I sent a parcel back to Shudoo using the pre-paid label they provided (Royal Mail Packet Post retruns). Shudoo are claiming not to have received the parcel. The parcel contents are worth over £300. Shudoo say that it is up to the customer to make a claim with Royal Mail - but the label they provided only gives cover of approx £30. However, it is more complicated than this because the customer cannot make a claim with Royal Mail for Packet Post items. Only the company can do that because they hold the contract with Royal Mail. Basically they won't make a refund and it doesn't seem right that the customer is out of pocket when the customer follows the company's return instructions and furthermore uses the label they provide to make that return. Their Facebook page is littered with customers making such complaints and seem to be getting nowhere.

Another theory is that Shudoo cancelled the packet post returns contract with Royal Mail meanwhile lots of customers had returns labels from their parcels. It seems that if a company cancels their packet post contract, Royal Mail consider the item as 'unpaid' so all our returns could be in an office somewhere waiting for Shudoo to pay the postage and collect the items.

cooking-mama

HQ12,that is shocking,i wish you the best of luck in getting compensation..sounds like shudoo could be a candidate for Ann Robinsons WATCHDOG!!!

MikeA29

HQ12 wrote: »

Another theory is that Shudoo cancelled the packet post returns contract with Royal Mail meanwhile lots of customers had returns labels from their parcels. It seems that if a company cancels their packet post contract, Royal Mail consider the item as 'unpaid' so all our returns could be in an office somewhere waiting for Shudoo to pay the postage and collect the items.

Another theory is that they have financial problems causing a deliberate delay in refunds.

My wife returned shoes by recorded delivery on 17 January 2011. A mail tracking check showed they were received on 18 January. No refund by 09 February so I called Shudoo on my wife's behalf. After listening to repeated recorded requests to deal by email I spoke with Lindsay (hope I have spelling correct!)

L stated that it takes up to 28 days to refund, that is their policy, read the terms. No offer to assist but instead a somewhat arrogant direction that the enquiry will not be dealt with, my wife must wait. Having held position as corporate executive officer and for years afterwards acted as business consultant investigating anomalies, I asked why. She stated that they use a third party warehousing and shipping service, it was up to them to process returns and refunds.

There are critical problems with Shudoo's approach as I experienced.

First, they are not focussed upon customer service when it comes to refunds. Instead they use direct-call cut-out systems by "encouraging" customers to deal only by email. When spoken with they follow a policy of keeping customers in the dark as regards date of expected refund by referring to what seems like a script of "read the terms". So customers beware - it looks like they will (ab)use the customer by hanging on to funds for the maximum possible period. Fine if keeping goods, but dangerous for customers otherwise.

Second, the foregoing indicates a desperate need to retain funds. That strongly suggests cash flow problems. If that is the case then customers are in danger of losing money completely.

Third, and judging from the firm's response above, Shudoo have a refined approach to damage limitation bordering on what bull's leave as land-mines. Why? It indicates a high level of customer complaints leading to the need for PR statements.

Finally, by relying on third-party services, according to the woman I spoke with, Shudoo do not seem in control of their warehousing and shipping process. They can bounce excuses towards the third-party, all the time leaving customers out of pocket.

Shudoo operate a shocking approach to customer service. There are many on-line shoe sales firms who do better, where customers can feel safer.

I support the suggestion of referral to Watchdog. Trading Standards may have an interest too because nowhere on the Shudoo website does it state that the firm WILL (rather than may) take extensive time to refund.

Avoid!

HannahIOW

Oh god... I ordered a pair of Uggs from Shudoo on monday... worried that they may arrive damaged or something now and I will have problems I think if they arrive and just don't fit then I'll probably be better off just selling them on.

tamsle

Wow. After having read all the problems everyone has had (and that ridiculous statement from Shudoo) I will never buy from them.

I feel bad for anyone who has had such awful service from a company, I was going to say that if it was me I would become a 'fan' on facebook and ask them publicly what is going on, but I just checked and it seems many people are already doing that - it looks as though they don't have any good reviews.

If a company cannot treat its customers properly then they shouldn't get our custom. I'll go elsewhere.

louloulovesshopping

There seems to be a bit of a pattern here people dont you think?

I have contacted them and they said they have not recieved my parcel either.

I returned them with the FREE POSTAGE LABEL as they were clearly worn and scuffed.

I have to fill in a form to claim the money back with my proof of postage.

This is all too strange.

Please can someone suggest what additional steps all these poor consumers can take as I cant afford to loose this money.

Thanks

HannahIOW

Luckily I received mine in good condition and they fit so don't need to send them back, I probably won't order from them again though due to all the problems people are having with returns.

No_Future

I would avoid Shudoo, thanks for the warnings.

If you are going on holiday to the US or have a friend/relative going, buy your UGGs there from a department store/shoe shop and the prices are almost half of the UK prices. I bought some long chocolate brown UGGs for almost half UK price from Nordstrom in San Francisco.

valwilson

Hi,
I AM HAVING THE SAME PROBLEM WITH SHUDOO. i POSTED BACK 2 PAIRS OF BOOTS ON THE 11TH FEBRUARY BY ROYAL MAIL PARCEL POST,THE BOOTS WERE TO THE VALUE OF £139.50 AND I PAID OVER £7 TO RETURN THEM. i HAVE MAILED LlINDSEY ON NUMEROUS OCCASIONS AND NOW SHE IS IGNORING MY MAILS. SHE DID REQUEST THAT I SCAN MY PROOF OF POSTAGE WHICH I DID INDEED DO. BUT HERE I AM NEARLY 5 WEEKS LATER STILL WAITING FOR MY REFUND. THIS COMPANY IS DEFINATLY IN NEED OF AN INVESTIAGATION BY WATCH DOG !!