Aspecto Recenzje 

Odpowiedź od Aspecto

16 mar 2012

Hi Chris

Thank you for responding to our Trustpilot request for review. I have now been back into our files to check what happened with your order.

You placed your order on 1 March 2012 for a Penfield jacket in a medium and the last one in the business was located in our Liverpool store. Unfortunately our Liverpool store only gets a visit from our van once per week, on a Wednesday, so the goods you ordered would not have come back into our warehouse until late afternoon on 7 March 2012 and as a consequence shipped to you on 8 March.

An email was sent to you on 2 March at 1351hrs apologising for the delay and advising of the situation . We received a further email from you asking, if in the light of the delay,we would could offer any discount and my colleague responded offering 5% which was refunded to your card.

In the light of your comments I will review our policy with regard to using our Liverpool store for webstore stock as it is the only branch where we can not manage a rapid turnaround and it may be better if stock in that branch did not appear on the web to avoid issues such as the one you experienced.

Thank you for your comments.
Internet Director

Odpowiedź od Aspecto

6 mar 2012

Dear Mr Slaven,

All rewards are viewed as cash and can not be sent to your home address for security reasons hence they are distributed to your local store via secure mail. Customers are notified by mail that their reward is waiting and the onus, as per the terms and conditions of the scheme, are that the customer collects his reward from the store.

The transaction to which you refer dates back to Christmas Eve 2011 when on the same day you collected then redeemed your £50 voucher against a Barbour Akenside Charcoal size small in our Glasgow store using till number 1, receipt number 8762 and you paid the balance of £25 in cash for the item purchased.

You are quite correct in saying that ID has to be provided at the time of redemption of gift rewards and this was the case at the time you made your purchase. I understand that our Retail Director dealt with your complaint in full at that time.

Regards
Customer Services

Odpowiedź od Aspecto

5 mar 2012

Hi

The rason the stores are unable to process a refund in store for internet goods is that they don't have access to either the Paypal or Sagepay payment platforms as they are not used in store at all. All refunds have to be done via the medium used in the initial transaction and the stores only process PDQ payments at the tills.

I trust you refund arrived in a timely manner from Head Office as promised.

Regards
Customer Services

Odpowiedź od Aspecto

5 mar 2012

Hi Steven

Thank you very much for responding to the Trustpilot request for a review and as a consequence your comments have been passed to me for further comment.

Your first order 5/2/12 was for a Barbour jacket which was shipped directly from our Glasgow store sadly with the security tag still attached. This should not have happened and when you spoke to Juned, Internet Customer Services, you asked if you could take the garment to our Glasgow store to have the tag removed rather than send it back to us here in Manchester. The store Manager in Glasgow was chastised for the below level performance from his staff and you were refunded £12 to cover your expenses in taking the jacket back to store. We did apologise for this oversight at the time.

The second order 19/2/12 was for a pair of Trickers which you ordered in a size 9 and we did in fact ship these in the size ordered. You emailed us on Saturday 25 February to say that we had shipped a size 9.5 but our offices are closed at the weekend, as advised in your order confirmation, however an email response was sent to you on 27 February at 0917hrs advising that we had shipped the correct size and that the .5 was in fact the width fitting on the shoes. If these shoes are too large we are happy to exchange them provided we have the stock or will happily issue a refund for the goods provided they are back with us no later than 14 days following date of receipt.

Please advise what action you wish us to take as we have had no feedback from the email sent on 27 February and have not received the goods back into Manchester.

Regards
Customer Services