Wrong item, delayed deliver, and I have to pay for their mistake!
I was very excited to order a tote bag from Charles & Keith as I had seen many posts on IG with the product. My excitements soon ended as there are a number of issues with this company online and customer service experience. 1. The site and email confirmation confirmed I would receive the bag in 2-5 working days. It took 13 working days (17 days in total) to receive. Normally I wouldn’t mind so much but I had purchased for a gift and it didn’t arrive in time. 2.I ordered the tote in Mulberry Plum colour. The was confirmed on both my order and shipping confirmation emails as well as the information in my account settings. I received the bag in Chocolate colour. 3. Charles & Keith is not easy to get response from. I tried their chat with no response, then sent message through their online form. After waiting a day with no response and no indication if my message got through, I sent a WhatsApp message and email, finally got a response. 4. This is the worst part. The response I got back from Mike T, Senior Client Communication Associate, was there are no exchanges. And I need to pay to ship the item back. They made the error. And I need to pay to return and order a new one. I’ve responded asking them 1. Why do I need to pay for the “exchange” shipping cost when it’s their error. 2. If I were to order again how do I know I will get the right colour the 2nd time? Still waiting for a response. But for now- don’t recommend this company as they don’t seem to care about meeting customer expectation Unfortunately this company falls into the category of - great marketing but poor execution! April 17 Update: I got your response below and on email. I have sent questions back to customer service right away by email and then prompted twice since I have not received any response. Do you just respond once and post on trust pilot that you did and then not respond again? Is it about the appearance of being responsive? Please find my case and respond to my questions. Customer service, you can do better!