I ordered 2 dresses and paid for express post on Monday afternoon. A few hours later I received an email stating my express order had been shipped, and included a tracking number.
On Thursday morning, I had still not received my order, and am in the postcode range for overnight delivery. I also checked the tracking number which would not work
I phoned Australia post, who have informed me that my items had not even been taken to an Australia Post facility?!
I was requiring the dresses for a wedding on the Friday of the same week which is why I purchased the dress from this company as it offered express post.
i then sent 2 frantic emails, asking what was happening. On Thursday afternoon with no response. At around 4:30pm I jumped on the ‘chat’ facility.
I was only then told one dress was out of stock, and a ‘glitch’ in the system had allowed me to order the out of stock dress. Instead of sending the other dress, they sent me an email TO A WRONG ADDRESS (their error) asking if I wanted another dress or a credit note. So I never received the email, meaning I was still patiently awaiting my items in the mail.
By this stage (Thursday) there was no way I was going to get any dress from them in time for the wedding I was attending the next day so I asked for a full refund.
They then tell me no, I cannot have a refund as hat is against their policy. They also advised that a tracking number is generated after the order is placed and an email is sent, however that does not mean the order has been sent. How are customers supposed to know that?! Was also advised that they offer ‘express shipping’ but that means it’s posted express shipping whenever they feel like dispatching from their warehouse. What’s the point of that?
I’ve ended up having to just accept a refund and a credit note, as there is nothing else I can do.
Absolutely the WORST online store I have ever dealt with. Oh and i still have not received my refund or credit note!