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Cath kidston baby change8/16/2023 I sent numerous emails which did not receive a reply. Firstly, I once received an item that had been very poorly packaged and was badly damaged. I live in Australia, and have only ever purchased Cath Kidston online. It would have been quicker for me to have wheeled myself to one of their stores 30 miles away. This saga has been going on for 2 months now. I don't want the bag I want my money back and now they won't send me a postage label to return the bag that they shouldn't have sent and assure me that the matter will be dealt with asap. I received the refund for my postage money and no refund but am told that the bag has now been dispatched to me. I sent it back at my expense and again, several emails and long days later, I decided to cancel the replacement and asked for a refund. Several weeks and numerous emails to customer services later, the replacement bag arrived, wrong colour and so badly stitched that the zip wouldn't close properly. As I am in a wheelchair the bag I ordered was not suitable so I returned it for a slightly smaller one. I bought several items from the website and as I am disabled, this was going to be easy for me? The initial order arrived quite quickly and seemed OK. Not happy and will definately not be buying from them again. No such luck.Īlso, they need to fix their tag detectors. They have offered to cover the cost of me sending the bag back, this is however an inconvenience to me as I will not only have to buy the materials to pack the bag in, I will have to travel to and then wait in line at the post office and then fork out my own money to fix a problem I did not cause.įor a company with such expensive products I would expect a higher level of customer service. The 'Customer Services' team have been thoroughly useless and have responded with countless useless email all saying the same thing. I complained as this was at the fault of the showroom and not my own and even offered a suggestion of them sending out a stamped addressed envelope to me, that I could return the bag in. I promptly called the store I bought it from to be told, as I lived 2 hours away from the nearest shop, I would have to send the bag through the post at my own expense to have them remove the tag and then send the bag back. I bought a Cath Kidston bag for a present for my mother, only to take it home and find the security tag had been left on. If you want Cath Kidston, look for it on eBay. They have a "penny wise, pound foolish" mentality in which customer satisfaction rates extremely low. I don't like the way Cath Kidston treated me, so I will not shop with them again. I like the way LLBean treats me, so I am loyal to them. With a family of 7, I do a lot of shopping. I have been an LLBean customer for 30 years. But what they gain is enormous customer loyalty. So the company will experience small losses in this regard. Naturally, there are people out there who will take advantage of such generous refund or replacement policies dishonestly. Plenty of other companies (at least in the USA) also have this "customer satisfaction first" kind of policies - such as Land's End and Nordstrom. LLBean, for instance, doesn't want any product of theirs in your possession that you look at with dissatisfaction - because if you aren't happy with your LLBean purchase, you won't be back. They were willing to lose my customer loyalty over a $12 mug.Ĭompanies who deal in high quality merchandise usually have high quality customer service. The mug was part of a large order I had placed with them. A lady at Cath Kidston asked me to send a photo of the defect (which I've never been asked by any other company when a defect has been found), then said, "Tough luck." She offered me a 10% discount on the purchase of one future mug. Very uncomfortable to use, though certainly unlikely to break the skin. I ordered a mug that had a sharp protrusion of unfinished ceramic on the inside of the handle, right where your fingers grip it. If you have a problem, you are out of luck. This company has very nice products, but they don't stand behind them.
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