New Look - Farcical

Jennie-1987 · 27 January 2011 at 10:08PM

I hate New Look...well the situation created totally by them.

Prelude

I have this great long sleeve, scoop neck, thin black top that is perfect for layering. I bought this from Dorothy Perkins and have been looking for more and possibly a couple in white too as they are so versatile. Unfortunately, they haven't had any in stock for at least 6 months.

A couple of years ago I bought a black, ditsy print, tie-back, square neck top from DP and a week or so later the exact same top in beige from NL. Low and behold less than 2 weeks ago I found my perfect long sleeve top in both black and white at NL - but only online.

Story

I ordered 2 black and 2 white tops with some leisure wear, a pair of tights and some work trousers. I just started a new job and due to months of unemployment had to return some NL trousers that I wanted to re-purchase now I had a payslip coming.

Oh, how excited I was. Then I opened the package and found not 1 incorrect item but 6. The tights were in a Tall size, a pair of trousers 2 inches longer than ordered and all 4 long sleeve tops being a different top.

On Tuesday, 25th January, I phoned NL and was passed around by 3 people over 30 minutes with the first saying they were transferring me to Head Office! I went through each incorrect item and each correct item - confirming descriptions and product codes to confirm those were the items I ordered but had not received. I did this twice and was eventually cajoled into re-ordering the items with my original 20% discount and free P&P. I didnt really want to do this as I dont get paid until tomorrow and obviously have some money tied up in the first NL order. Then at payment was advised 'free P&P' this time means it would have to be refunded (yet to see if this materialises).

So after paying for NL order, having to pay for phonecall to resolve and now for a second order:

Second order arrives, each and every item being the exact same incorrect one they sent with the first one; 32 inch trousers? sure, some lovely 34 inch trousers. Scoop neck tops? sure, some slash neck tops. Normal size tights? sure, Tall size tights.

I have unfortunately discovered this after 8 so couldnt call and have instead sent an email 'query'. At least thats free.

Query

"I am appalled with your customer service, having telephoned you Tuesday and explaining that 6 incorrect items were sent to me in my order I was passed around until I was apologised to and given the opportunity to re-order my original order with the same discount applied.

I took half an hour on your pay per minute phone line and eventually thought Id finally receive what I ordered. Today I received a NL package to find the same 6 incorrect items had been sent to me.

Your warehouse has a serious problem. I went through each item, ensuring the product code and description was correct for wrong sizes, lengths and items to be sent to me. I am now forced to haul at least 12 items to a NL store, hold up your paying customers and get a refund.

And after all this I won't have the items I want and that I couldn't find in my local store. Even if I did find them now I wouldn't have the discount of 20% I used, or online 20% and free P&P.

I am complaining now as there is no way a 'broken link' or 'misinterpretation' could have taken place given the drawn out phonecall. I am out of pocket, not just for these items I can return, but for the phonecall and worse I am out of patience for NL."

Vent, vent, vent..