Refund not being processed

shellytot1234

hello! I bought a pair of shoes from Net-a-porter in March , wore them once, soles started peeling that night & I contacted NAP the next day with photos. Initial response was “this is not a fault of the shoes. Maybe bring them to a cobbler at your own expense”. I appealed that & with their agreement, returned the shoes. Thats nearly 12weeks ago & I email them twice a week, getting variations of a “our dedicated team are still examining the shoes”. 12 wks to examine faulty shoes!!!! Three weeks ago, I was sent a reply from one of my numerous emails saying that a refund would be processed between 5-10 business days..I waited the three weeks to contact them again & we’re now back to “our team is examining the shoes”.
what do I do?? Im so frustrated, out of pocked & of shoes!! I can’t believe the way NAP are behaving as I’ve never had a problem with them before. We have a small shop ourselves & we’d be smeared all over social Media if we treated a customer like this. 

Can anyone advise please?

Alderbank

shellytot1234 said:

hello! I bought a pair of shoes from Net-a-porter in March , wore them once, soles started peeling that night & I contacted NAP the next day with photos. Initial response was “this is not a fault of the shoes. Maybe bring them to a cobbler at your own expense”. I appealed that & with their agreement, returned the shoes. Thats nearly 12weeks ago & I email them twice a week, getting variations of a “our dedicated team are still examining the shoes”. 12 wks to examine faulty shoes!!!! Three weeks ago, I was sent a reply from one of my numerous emails saying that a refund would be processed between 5-10 business days..I waited the three weeks to contact them again & we’re now back to “our team is examining the shoes”.
what do I do?? Im so frustrated, out of pocked & of shoes!! I can’t believe the way NAP are behaving as I’ve never had a problem with them before. We have a small shop ourselves & we’d be smeared all over social Media if we treated a customer like this. 

Can anyone advise please?

Welcome to the forum.

How much did you pay for the shoes and how did you pay(cash, credit card, debit card)?