Wrap London - returns - dreadful

(38 Posts)
MrsCampbellBlack Thu 01-Mar-12 11:58:06

Golly - have never ordered from wrap before but was tempted by a top. Of course its no good as ridiculously huge so sent it back last thursday first class - which I had to pay for.

Haven't had acknowldegement that they've received it so phoned today and was told to allow 10 working days as they're busy. And then if it doesn't turn up - I chase the PO and can only claim up to £46 from the PO - wrap accept no liability at all despite having prrof of postage.

OK - sure thats all in the small print but its very out of step with other stores I buy from online.

So just a warning really - if you order from them and want to do a return - do next day guaranteed delivery if you want a guarantee you'll get your money back.

So fingers crossed my parcel does arrive or I'll be out of pocket.

Obviously won't order from them again.

cardoon Thu 01-Mar-12 12:15:09

no longer order from them for this very reason. Disgraceful!

MrsCampbellBlack Thu 01-Mar-12 12:26:40

I am pretty annoyed Cardoon - especially as the woman I spoke to was incredibly patronising 'oh this is how its done with mail order' - as though I was a simpleton who'd never ordered anything online before.

scarfaholic Thu 01-Mar-12 17:01:16

That's very annoying, MrsCB. The first time I ordered from them, they sent the wrong order. The second time, the top had a hole in it. I won't bother again!

MrsCampbellBlack Thu 01-Mar-12 17:06:25

I do wonder who does order from them for them to be 'so busy' to be honest.

Just hoping they process my return soon or I will get very cross indeed.

drywhiteplease Thu 01-Mar-12 17:18:42

I ordered a dress....v wierd.think Wrap is crap!
Also recieved Saltwater brochure today....who styles that stuff? So unflattering.Bin.

MrsCampbellBlack Thu 01-Mar-12 17:30:12

I do think these mid-price operations are the very worst for returns. Have just had lengthy email correspondence with whistles over coated jeans that went streaky after 2 washes.

Luckily they are refunding me but they said had I washed them more - well the coating does come off. So effectively you pay £90 for a pair of jeans that only look ok until the first wash hmm

MrsCampbellBlack Thu 01-Mar-12 17:31:02

I like 'wrap is crap' drywhite grin

drywhiteplease Thu 01-Mar-12 17:35:27

Could be a slogan "don't get in a flap,we all know Wrap is crap"

drywhiteplease Thu 01-Mar-12 17:38:05

Incidentally * mrscb* keep seeing you pop up and have been wondering are you an aviator or related to the devilish cad Rupert CB (showing my age!)

gregssausageroll Thu 01-Mar-12 17:48:43

Why should they be liable for royal mail losing something? You should have sent it back special delivery to cover the cost if it has gone missing so I don't see why Wrap are at fault for your error or why you are saying people should be warned off ordering from them.

They are quite clear on their returns policy and that they don't offer free returns.

MarshaBrady Thu 01-Mar-12 17:57:07

Terrible. Get with the programme people. Don't they know that we are all used to NaP, outnet, Matches. Real online.

Sandro shops don't do full refunds on returns as 'it's from France'. But NaP and Selfridges do with same stuff. Come on folks!

MrsCampbellBlack Thu 01-Mar-12 18:00:43

Well gregss they do offer free returns a lot of the time as i keep getting bloody catalogues from them offering this service but if you use it - you're not covered apparently which is I think pretty shoddy and certainly not the case with other mail order companies. I mean compare to boden and their customer service isn't great.

And I don't know of any other companies who take 10 days to acknowledge they're received an item you've returned.

I mean at the same time I sent their parcel back - I sent 2 others - one to John Lewis and one to boden - they've acknowledgec receipt and processed the refunds.

But you know if you like them - order from them. But I don't think their returns policies are that common and had I realised what they were - well I wouldn't have ordered from them.

Especially when they're sizing is so ludicrous that a size 8 top was more like a 16.

MrsCampbellBlack Thu 01-Mar-12 18:02:54

Oh and I guess I wouldn't be convinced that royal mail had lost something rather than it having gone astray at Wrap's offices if it takes them 10 days to log what they receive back.

But hey - I am perhaps overly cynical and used to the superior returns services of other companies.

I do think though that for mail order to really work - you have to be really efficient at doing returns etc.

MrsCampbellBlack Thu 01-Mar-12 18:03:46

Indeed Marsha - compared to NAP its just rubbish and even boden - who lordy will refund you on a faulty item before you've even sent it back.

scarfaholic Thu 01-Mar-12 18:07:08

My-Wardrobe are also very good. Something I returned to them got lost in the post, they asked me to send proof of postage, refunded me as soon as they received it and said they'd take it up with Royal Mail.

ConstanceChatterley Thu 01-Mar-12 18:09:22

Yep, similar problem here too - had to return due to ludicrous sizing and inaccurate catalog depictions, no acknowledgement of return, left it 2 weeks, called, couldn't be bothered to investigate whether my package had arrived (ditto patronising woman on phone here too btw) and finally a refund nearly a month later. So shoddy and will not order any more overpriced tat clothes from them again.

In contrast - French Connection, free return on Saturday, e-mail acknowledgement on Monday and money refunded to my account by Wednesday.

Wrap are massively out of step with the rest of shops that do online ordering. And you'd think they could get it right considering they only do mail order afaik.

MrsCampbellBlack Thu 01-Mar-12 18:11:05

Scarf - that's just what I assumed would happen. After all they've got more clout with Royal Mail than i have. Just seemed utterly bizarre to me and you know I do a fair bit of online shopping wink and have just never experienced this before.

Just seemed a tad amateur really and also short sighted from a customer service perspective.

MarshaBrady Thu 01-Mar-12 18:11:25

Yes My-Wardrobe too. The proper online sites that cater for the whole shopping thing leave the others in the dark. I need an RMA number, a DHL account and phone number and preferably a button to press to say 'return item'. <spoilt>

Even Liberty isn't a good online site, but at least it makes up for it with a nice bit of lighting, lovely shop and staff.

I haven't used Wrap, but if they are mail order only then that is twice as abysmal!

MrsCampbellBlack Thu 01-Mar-12 18:13:17

Oh Constance - thats just rubbish!

Interesting that no-one's been along yet to say how wonderful their stuff/service is.

I wonder if they're a pretty small operation?

MrsCampbellBlack Thu 01-Mar-12 18:15:17

Yeap that's it - only NAP from now on wink

MarshaBrady Thu 01-Mar-12 18:17:36

good one grin

KristinaM Thu 01-Mar-12 18:53:58

I also had v poor service from wrap

They sent a parcel to my business address and claimed it had been delivered , over a holiday weekend, and left " someonwhere safe" but they couodnt tell me where hmm. And of course they had no signature.

They eventualy agreed to send a replacement parcel. Nothing suited and i sent it all back. No refund after 2weeks, despite their achnowledng that thye had received it.

They then tried to tell me i wasnt entitled to a refund as my second parcel was a replacement, but they would give me on " on this occasion as a gesture of goodwill"

They didnt seem to accept that if the courier lost the first parcel, their claim was aginst the coureir company, not me

MrsCampbellBlack Thu 01-Mar-12 19:32:10

Golly Kristina - that's rubbish too.

So basically refunds take at least 2 weeks hmm alright for them with the money sat earning interest in their accounts.

BikeRunSki Thu 01-Mar-12 20:17:36

My experience of Wrap is that their stuff is poor quality, prices high and service shocking. It took me a while to realise this, but If have happily not used them for years now.

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