MANGOOUTLET cannot handle a simple transaction?

cas456

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.

Pollycat

cas456 wrote: »

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.

Have you asked them for an answer?

cas456

Pollycat wrote: »

Have you asked them for an answer?

Yes.. of course.. every single telephone call, emails.. no answer.. it was always ' I will pass it on'

cas456

cas456 wrote: »

Yes.. of course.. every single telephone call, emails.. no answer.. it was always ' I will pass it on'

And was hung up once when we demand an answer other than ' I will pass it on'

Pollycat

I mean have you complained about the poor customer service or the lack of refund or both?

You said this

cas456 wrote: »

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.

which is about customer service not your refund.

Why not write to them as your calls are not having any effect.

cas456

Pollycat wrote: »

I mean have you complained about the poor customer service or the lack of refund or both?

You said this



which is about customer service not your refund.

Why not write to them as your calls are not having any effect.

yes.. so far I have only sent an email to customer service (complaints department ) regarding this. Did not receive even an acknowledgement of receipt. The situation now calls for a formal complaint letter.

Pollycat

You probably already know but do keep your letter concise, unemotional and to-the-point.

Good luck.