Extremely disappointing customer service.
We contacted support about a hole in one pair of merino leggings from a 3-pack and were told to send them in, with solution options to follow. No options were ever provided. Instead, a refund of 13.62 € was issued without our request or consent — this was for one legging out of a 3-pack, an amount that obviously does not allow you to purchase a replacement.
When we asked to have the leggings returned, communication stopped. We were later told the leggings could not be sent back. The issue was never solved, and we were left with an incomplete set.
Poor communication, no transparency, and no customer-focused solution. Would not recommend based on this experience.
Reply from Byhappyme
Hi Denise
Thank you for your review and for sharing your experience.
We’re sorry to hear that you feel the case wasn’t resolved in the way you had hoped. It’s certainly not our intention for anyone to be left with a negative experience.
When we receive a complaint regarding products sold as a 3-pack, our standard procedure is to refund the amount that corresponds to the individual item within the set. In this case, 1/3 of the price of the 3-pack was refunded, corresponding to the leggings that had a defect. The refund was issued as the resolution of the complaint.
We understand that you would have preferred a different solution, and we’re sorry if the communication along the way felt insufficient or unclear. Once an item has been processed as a complaint and refunded, unfortunately we are not able to send it back afterwards.
We are genuinely sorry if this solution does not feel sufficient to you, but the refund was issued correctly according to our current procedure for set items. We take your feedback seriously, as it is important to us in order to improve and communicate more clearly going forward.
Wishes you a lovely day 🌷
Best regards,
Emma
Byhappyme