J Lau
Terrible Customer Service
I received a faulty item (it came with stains and the tag removed - looked as though it had been worn). I reported this to Customer Services and they initially offered to refund my return postage. I then asked Customer Services if I had to return the faulty item in a separate parcel to the other items I wanted to return from my order and they confirmed that I could return everything in one parcel. I ended up returning my entire order because I wasn't happy with the fit of the other items (I ordered a bunch of two-piece sets and found the sizing to be really inconsistent across different styles). After returning my order, I was refunded incorrectly TWICE and had to send 3 emails to Customer Services to get this sorted. They also told me that since I'd returned other items from my order, they would no longer be refunding my return postage. Now I have to pay £4.98 despite keeping none of the items and receiving terrible customer service. This was my second time shopping at MissPap but it will be my last. I will also be avoiding all Debenhams brands in the future. EDIT: Customer Service's response below indicates how little they actually care about customer satisfaction. I understand returns are not free. The point I was trying to make was that considering I was sent a faulty item, and the hassle I had to go through to get my refund, you could've done more to make things right. You first refunded me £22.01, then adjusted the amount to £192.05 before adjusting it to the correct amount of £205.25. The irony was that you had refunded me for everything BESIDES the faulty item and I had to flag this to you before you realised your mistake. In your response to my feedback, there was no apology for: 1) sending me a faulty item and 2) getting my refund wrong twice. Instead, the message you seem to be sending across was more on the lines of "tough luck that you had to return your order - read our T&C's before you buy next time".
