Horrible returns process - wouldn’t order again
Ordered a dog bed, which was supposed to be sent with a free dog toy, but the free dog toy wasn’t sent. I received no apology or acknowledgement of this. The bed was good quality and a lovely item, however too small for my dog so I contacted them to return it - I was first of all asked if I’d accept a 20% refund to keep the item, which I declined. The amount increased to 40% but I also declined it, stating I want to return it and have a FULL refund. They gave me the address to return the item to, which was to be paid by me - no issue. I’ve now sent them photos of the item packaged (as requested) and tracking details from the parcel label and I wait for my money to come back. Despite this, they then asked for proof of postage which I’ve replied with. All in all it’s been a very tedious process and I’ve had to send far too many emails, just to return an item which isn’t suitable for my dog. I still look forward to my refund. I have lost faith in them refunding me given the constant back and forth and emails stating they’ve had to refer my emails to another team, so I raised a PayPal case - the company have since told me via email that they can’t refund me unless I close my case…. That is NOT how it works. I’ve said I will cancel the case if my refund is arranged. Otherwise I will continue with PayPal.