Disappointing Customer Service for Defective Product
I have been a loyal Caroll customer and have always appreciated the brand's quality and design. However, my recent experience has been extremely disappointing. I purchased a Cdanya navy blue shirt from Caroll at El Corte Inglés in Lisbon, Portugal. After following the care instructions meticulously (washing in 30°C water and laying flat to dry), the shirt shrank significantly, becoming unwearable. The sleeves are misshapen, the cuffs distorted, and the body no longer fits. When I contacted Caroll’s customer service, I received a generic response stating that returns for defective products must be handled in-store. Since I live in Canada, returning the shirt to Portugal is not a viable option. Despite my polite follow-ups and proposal for alternative resolutions (refund, credit, or replacement), the company refused to accommodate my situation. This lack of accountability and flexibility is unacceptable for a brand of Caroll's reputation. Defective products should be handled with care and consideration, especially for international customers. I expected better from a company that prides itself on quality and customer satisfaction. I would caution other international customers to consider this experience before purchasing Caroll products.