Order never has been delivered
Edit:
This shop reaction is ridiculous, sorry.
To point it out: This whole mess never had happend, if the Customer "Happiness" Team anwsered my first message. (in a reasonable time, I'm talking about days, not minutes or hours!! )
The order was already late. Tracking stated, it was never picked up at L&Y warehouse by this moment. False tracking states can be caused by illegible labels. So this already could have been used as a hint for major delivery issues.
But the customer service chose to not react at all.
And if a company wants to, it's easily possible to create a new billing process and send the items a second time. Period. It's a basic standard fix!
Customer and company enter into legal contracts. If a company is fully paid, there is no good reason not to fulfill, if the company is able to.
And to be honest: after been given this amount of time to think about it, I really wonder, what really happens to L&Y returns - if L&Y defends itself against fulfillment with hands and feet, but without any reasonable argument.
But every customer who reads this, is old enough to think this point over independently.
Original post:
I ordered clothes for my daughter to Germany. She has a physical limitation. So finding clothes that fits her AND that she loves to wear is not that easy.
But with ordering clothes by L&Y, nearly everything what could go wrong, went wrong.
It already took much to long until the parcel arrived in Germany. Than DHL wasn't able to deliver the parcel because parts of the adress were missing at the adress label. I contacted the customer support several times and gave them information about the missing parcel and that I got a notice from DHL about the delivery issues caused by the incomplete adress information. And I (several times...) wrote to Lucy & Yak, that I don't want a refund, but the clothes I ordered.
I was told, re-adressing and re-delivery wouldn't be a problem.
Because of the long shipping time, the items I bought were sold out before DHL had a chance to do the first delivery attempt. So replacing an order about the same items for a second try is impossible.
Now I got a *Happy Joy* themed mail telling me the refund that I explicitly NOT wanted is processing.
I know, this is a copy and paste text, but to be asked for feedback, why the clothes weren't right for you and the reason, why you returned them while still waiting for their delivery (and had several conversation about it with the customer sevice) is really, really irritating. I truly have no idea why I shoud be happy about the situation.
After several mails to the customer service again there is still no real good explaination for this, except another mistake happend and nobody from the Lucy & Yak knows how (or is willing) to fix an accidental refund. (Like nobody knew how to fix a wrong adress label before...)
They get back an original packed parcel. All they would have to do is to create a new bill, put the correct adress label on the already packed parcel and send it again. This is less work than taking everything out of the box, check it, get it into the online shop and sell (and pack...) all the stuff again.
This is so far my worst online shoping experience ever. :-(
Mistakes happen, things are going wrong. But as a professional business partner it's your job to find solutions and fix the problems you caused. Pass on all the work and circumstances to your customers is unprofessional, lazy and unfair business.
Final remark: If you are advertising as an inclusive and welcoming to people with disabilities company, it's not the best idea to ask people to choose alternative items after you refused to deliver the items they already bought. If people just want to get new clothes fast, not matter of the right fit and style, there is absolutely no need to order in another country, write several messages to the customer service and wait for weeks. Second (or third) choice clothes are available everywhere, so no need to order that circuitously.
Antwort von Lucy & Yak
Hey Christine,
We're really sorry that you haven't had the best experience this time round!
Upon review of your email correspondence, we can confirm that this order was unable to be delivered by our international courier, and so a full refund was processed.
Sadly, we are unable to resend international parcels as standard, because when they're returned to sender they can take a while to reach us through the international postage system.
We contacted our couriers to request help for this order but they were unable to make an exception on this occasion, so the order was returned to sender despite our efforts to find an alternative resolution and redelivery for you. Your order was then refunded in full to keep you waiting any longer for a resolution.
We totally understand how frustrating this experience has been - especially considering the extra needs of your daughter. We can only apologise that the full refund was not the outcome you desired, and thank you for your feedback as it's extremely helpful for us when reviewing further options for our international deliveries in the future.
All the best,
Lucy & Yak