Returns process

[ps_bond]

While I'm on the subject of customer service:

When you have sent the wrong item out to a customer, it is *your* responsibility to make good on that. The last time that happened to me, I had to repackage and post the item back to you - complete with a letter complaining about the process. Until it had been received by you, you wouldn't countenance sending what was actually ordered.

The correct item was eventually supplied - along with my letter, crumpled and stuffed into the envelope with it. No acknowledgement, nothing.

Oh yes - and you still owe me the postage.

[EmmaRose]

that is VERY bad. disgraceful in fact.

[ahunter]

Sorry to here that you've been let down by our returns process, I will ensure your postage gets credited tomorrow on return to the office.

Plus I'll investigate the actual incident, both the incorrect item and the actual credit process.

Regards

Adam H.

[ps_bond]

Thank you Adam. Do you want an order number for that?

[Rob Taylor]

yes please, or email directly to me rob.taylor@cooksongold.com

[Rob Taylor]

We've had the opportunity to revisit our returns process this morning. You obviously shouldn't have received your correspondence back with the replacement item and we apologise for that. It shouldn't happen again. We are in the middle of setting up a returns business reply label so that customers don't have to fund the cost of return postage whilst waiting for a credit, in many cases that means the item can be put in a post box rather than having to take it to a post office.