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MANGOOUTLET cannot handle a simple transaction?
cas456
Posts: 6 Forumite
I made an online order on mangooutlet.com (MANGO company the outlet version) on 23 November 2012. I ordered a huge winter jacket and upon receiving and trying it on, I found the size was a bit too big. So I returned it for an exchange of a smaller size. Now for this return, I am well aware that I have to bear the postage costs.
The exchange order came in two weeks later and to my horror it was not the size that I asked for (2 sizes smaller). I rang their customer service, and the rep explained that since they made the mistake (wrong size sent), they will refund the postage costs of returning this. I returned the item via recorded delivery and attached the receipt together with the item.
One week later, I rang them again after I have confirmed with royal mail website that they have signed and accepted the item. They 'lost' the receipt I attached with the jacket, this is confirmed in their email and they requested a scanned copy of the receipt, together with my bank details for them to refund the money into.
After numerous phone calls (at least 10), a lot of emails sent - until today (4 Feb 2013) I still have not received the refund. Their customer support seems paralysed here with the standard response of 'we will look into it' and pass it on.
While this is only £6.33, and the collective effort of calling and human resources spent are clearly more than this amount. This does show a glaring inability for this company to handle financial transactions. We should also judge service on how they react when things go wrong and if they cannot refund ( through their own fault) a simple amount of £6.33 then what happens when someone else has a more substantial amount?
In the end I would like an answer from the this company as to why they have shown such great incompetence in dealing with a simple transaction that in most modern companies should be an automated process.
The exchange order came in two weeks later and to my horror it was not the size that I asked for (2 sizes smaller). I rang their customer service, and the rep explained that since they made the mistake (wrong size sent), they will refund the postage costs of returning this. I returned the item via recorded delivery and attached the receipt together with the item.
One week later, I rang them again after I have confirmed with royal mail website that they have signed and accepted the item. They 'lost' the receipt I attached with the jacket, this is confirmed in their email and they requested a scanned copy of the receipt, together with my bank details for them to refund the money into.
After numerous phone calls (at least 10), a lot of emails sent - until today (4 Feb 2013) I still have not received the refund. Their customer support seems paralysed here with the standard response of 'we will look into it' and pass it on.
While this is only £6.33, and the collective effort of calling and human resources spent are clearly more than this amount. This does show a glaring inability for this company to handle financial transactions. We should also judge service on how they react when things go wrong and if they cannot refund ( through their own fault) a simple amount of £6.33 then what happens when someone else has a more substantial amount?
In the end I would like an answer from the this company as to why they have shown such great incompetence in dealing with a simple transaction that in most modern companies should be an automated process.
0
Comments
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So what's your question?
If its a warning/vent this needs to be in praise vents and warnings.0 -
sorry new to this. will post this thread into that forum instead. Thanks!0
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