New Look

OneYorkshireLass

Has anyone been able to get a reply from New Look since Christmas?

I had an item missing from my order, emailed them on 29th, have tweeted them, got a reply, DM'd them the details last week then nothing since. Not even a 'we'll look into it' reply.

I emailed them before Christmas regarding their sales items returns policy for clarification - their sales items should be returned within 7 days over Christmas and New Year - barmy IMO.

Had a reply to that last week but the answer was not in response to what I'd actually asked.

I know they're busy, as everyone is, but I haven't had this problem with any other business.

lexilex

Sorry to drag up a week old topic but have you heard from them yet?

I sent and email on 14th Dec regarding a faulty item. I didn't hear anything back (just presumed this was down to higher levels of questions at xmas) so email again on 7th Jan but still nothing.

OneYorkshireLass

Sorry about the REALLY late reply - I did finally get an answer, but I think this was because I asked via Twitter. Hope you've got sorted too.

nuttywoman

I put an order in on the 2nd feb to be delivered to a local store - still waiting for an email to tell me i can go and pick it up !!

neonlights

I've had nothing but trouble with New Look recently.

1. I placed an order at the beginning of January using the click and collect service and it was dispatched quickly enough but didn't arrive by the date they tell you you can go and pick it up on so when I turned up the girl told me the date is just guidance and you need to wait for an email to tell you it's arrived, news to me. So I had to go back 3 days later (and therefore 3 days after the date originally given to me and over a week since placing the order). I needed to return one item from my order which I did by post and I'm still waiting for a refund over a month later...

2. I placed another order the next week because I couldn't find some boots in any local stores and they were still available online and it took over a week to dispatch and because of the 8 day dispatch time one of my items had sold out so they couldn't send it to me.

3. I've received various emails since then telling me I need to go and collect my order and they both still say "awaiting collection" on my account. I was waiting in store for 15 minutes to collect order #2 because the scanner was telling the girl I had an item remaining to collect, despite me explaining that I had made an order a week before but I'd collected it. I emailed them and it took about 12 working days to get a reply which was:

Dear XXXXXXXXX,

Thank you for your email regarding your order NLXXXXXXXX and apologies for the delay in responding.

I can confirm that we are currently experiencing some technical issues with our click and collect scanning service.

We would advise you contact the store and if they do not have your item available please let us know as soon as possible.

You can find all contact numbers on our website and selecting the stores option at the top of the page.

We apologise for any inconvenience caused.

Great, thanks.

chuckley

What happened to phone calls? does no-one do that anymore?

TimBear

nuttywoman wrote: »

I put an order in on the 2nd feb to be delivered to a local store - still waiting for an email to tell me i can go and pick it up !!

Snap, me too.

Helbelly

Hi I just phoned them as although i received a confirmation email for my orders which I placed on the 3rd and 4th of Feb, I hadn't had an email to say I could collect. The staff member said they're having scanning issues with click and collect service and rang the store where my order was being sent who confirmed both parcels are there. It may be worth phoning them. The number I rang was 01305 765000.

TimBear

I tracked my order online today as I've still had no confirmation that it's despatched or anything, and it turns out that they're only sending one of the items I ordered as the other is now out of stock. Well, it wasn't out of stock when I ordered it! SO annoyed. The item I will be receiving I only bought because it was cheap and bumped me up so I wouldn't have to pay delivery (would rather pay the extra to have 'something' than delivery).

Blackpool_Saver

chuckley wrote: »

What happened to phone calls? does no-one do that anymore?

I can't understand this either, it's so much quicker

OneYorkshireLass

Blackpool_Saver wrote: »

I can't understand this either, it's so much quicker

Can't speak for anyone else but I don't use the phone because of my disability. But a) emails are cheaper! and b) it's always best to have info in writing to refer back to, if need be, at a later date.