Appalling Customer Service
The customer service of La Redoute is appalling. I received a smashed mirror and immediately sent an email with pictures to request a refund or exchange. No response. I emailed again to a different email address a few weeks later, forwarding my original email and still, no response. I engaged a customer services representative on live chat, and after 30 mins of chat, told me that I would have to call the helpline to arrange an exchange. I called the customer service number and spoke to a representative. He had no way of accessing the emails that I had sent and there were no notes on my account referring the damaged item. I started the story again and provide all of the details, only to be told I’d then need to send the emails I sent to a third email address. The representative explained he couldn’t see the email and the email I was sending would be dealt with by a different department. The representative said he was new and could only deal with a limited range of queries relating to orders, yet on the call options I’d selected returns. The representative then suggested that I should have called the customer services number in the first place, suggesting I’d been somehow naive to rely on communication via email and chat! The mirror is also now out of stock, and I’m still waiting for a resolution 7 weeks later.