Atterley Road dire customer service

(67 Posts)
RubyLovesShopping Fri 31-Jan-14 14:55:03

I placed a sale order on 1st Jan, it finally arrived on 10th. I returned unwanted items to them on 13th and they've yet to refund me and are unable to tell me when they can just constantly quoting the same old backlog very busy etc story. I know I am not alone with this and several MNers have suffered the same. It has really put me off ordering from them again. Anyone else going through this apart from the 3 or 4 I know of already?

MrsCampbellBlack Fri 31-Jan-14 15:01:09

They took an awfully long time to refund me before christmas. Almost as long as Wrap - who are the very very worst in my opinion.

I tend to stick to john lewis or nap/theoutnet now - their customer service is so good.

I bet AR will be the next business to cease trading - seems to be a pattern with regards being incredibly slow to refund and just generally not being run very well.

Annianni Fri 31-Jan-14 15:33:25

I stopped shopping there last year, after getting no reply to a complaint email.

AndTwoBits Fri 31-Jan-14 15:38:52

I too am waiting for a refund for a top returned weeks ago. Even an acknowledgement email would be appreciated. Terrible.

VillaVillekulla Fri 31-Jan-14 15:42:10

Glad to know it's not just me. I bought a few dresses at the end of December. The delivery was quick and the price reductions were excellent but I returned a couple of them and still haven't had a refund a month later.

I called them about it the other day and got a story about a backlog. The woman asked for my proof of postage reference number. I did get a proof of postage but I have no idea where it is (that means it's squashed at the bottom of one of several handbags).

I'm a bit worried that I'm going to lose out on about £60 if they claim that the return package never arrived back at the depot.

VillaVillekulla Fri 31-Jan-14 15:43:05

I also wondered if they were going to go bust recently because the stock was so out of date on their website and it ended up being so heavily reduced. They also seemed to be handing out a lot of £20 off vouchers. It seemed a bit like they were struggling to shift stock.

AntPants1 Fri 31-Jan-14 15:51:24

I am also waiting for a refund- have post office receipt to say I posted it on the 28 dec. rang customer services lt week. They received it dec 30 and still have not processed it!

eshermummy Fri 31-Jan-14 16:03:33

Agree with Mrs CB - think it may be foreteller of impending insolvency. My W went a bit like this just before they were bought out - since being bought out and presumably being solvent agin I have noticed that refund times have dramatically improved again.

StellaRigby Fri 31-Jan-14 16:29:12

I am also waiting for a refund. They have confirmed they received my parcel on the 15th January but said it could take up to 21 days for the refund. So they have until Tuesday... but somehow I don't think I am going to get it by then. It is particularly bad service seeing as one of the items was faulty. I won't be buying anything off them again!

shopafrolic Fri 31-Jan-14 16:30:57

I have finally had my refund. Goods returned on the 12th from memory. When I called CS they quoted their standard 21 day policy for a refund and told me to call again after that time. Really not acceptable nowadays.
I've also had issues as items have not been the same as descriptions / images. Colours are often different IRL. I won't buy from them again.

libertychick Fri 31-Jan-14 16:44:19

Another very disgruntled AR customer here. No acknowledgement of my return and no money back yet. I've also had problems with things not being as described/photographed. They are off my list.

Decameron Fri 31-Jan-14 16:52:15

They are off my list now too, though have just had confirmation of refunds today (21 days after my order was delivered back to them and after several increasingly tetchy emails). They were very slow to deliver in the first place and the photos were inaccurate photos. I think they should have refunded the delivery charges as well but I lost the will to argue any more!

Decameron Fri 31-Jan-14 16:52:45

photos were inaccurate!

shopafrolic Fri 31-Jan-14 16:54:51

Decam the cash didn't hit my card for another 4 days after the confirmation email!

Decameron Fri 31-Jan-14 16:57:47

angry How annoying!

justasecond Fri 31-Jan-14 17:00:17

Me too! Sent order back on 13th still waiting. I emailed them and they replied saying very busy and that they had recruited extra warehouse staff to deal with it. I was asked for my post office tracing no but as yet have not got round to hunting for it. I agree re colours being different too. It is a shame as they used to be really good.Will not shop there again.

pomdereplay Fri 31-Jan-14 17:15:09

They're utterly shite. I emailed to cancel an order paid for via PayPal -- they didn't ship or confirm cancellation, so I cancelled it on my end. Never again.

RubyLovesShopping Fri 31-Jan-14 17:31:56

Good news that refunds are being made, eventually. I need to look for the Royal Mail receipt as not where I thought it was. Agree re inaccurate colours and also they sent one item in wrong size too.

belledejour Fri 31-Jan-14 17:34:47

I'm also waiting for a refund - returned goods on 15th Jan, chased on 24th as no confirmation of receipt. Was first asked for my proof of purchase tracing number and when I provided it I received email saying they could confirm receipt of parcel but there was a 'slight backlog' so refunds weren't being processed as 'quick as they normally are'.

It's only the second time I've bought from them and I had to chase last time too.

Slightly worried now I won't get my money back - it was over £100.

I agree re. NAP and The Outnet but returned item to J Lewis via post after Christmas and they denied having received it until I sent through my post office tracking number whereupon they miraculously 'found' the order and refunded me that same day.

Asos also very good and quick for returns I think.

MsWinnieBaygo Fri 31-Jan-14 17:51:59

They used to be very good and I used to order loads from them. Has gone completely down hill since they started charging for postage - I don't bother with them anymore

Umlauf Fri 31-Jan-14 17:57:38

I had a problem where they sent me a faulty item and we argued back and forth a bit but they did agree eventually to pay for the repair. I'm abroad and they still do free international delivery, my last delivery was next day. I don't understand why they delivery internationally for free, and so quickly, yet charge for a slower service in the UK. Not that I'm complaining!

LinusDKD Fri 31-Jan-14 18:35:49

I ordered a scarf as a Christmas present for DMIL and had it delivered at her address.

When she opened it on Christmas day it was the wrong colour so I e-mailed AR to complain.

They only replied after I chased them and then said that the picture online did not correspond with the product they had sent hmm and that the colour I wanted was now OOS.

They said I could return the scarf and get a refund but DMIL decided to keep the scarf as she thought returning it was too much trouble.

I went off them after that, even though I had bought quite a few things from them for myself previously whithout any problems.

I used to shop there when they did free delivery, but stopped when they introduced a £100 minimum order.

r2d2pink Fri 31-Jan-14 21:19:39

I ordered a dress there and received a different dress. When I checked the order confirmation, it did state that I had ordered the wrong dress. There is no way I would have clicked on that dress so I am wondering if their IT is not playing up as well.

mscnile Fri 31-Jan-14 21:23:52

I ordered a dress before Christmas, added another to get free delivery, the one I wanted turned out to be out of stock (email sent about a week later, crap IT?) so I asked to cancel the other one too. They said they could only do this if it hadn't been sent, which it hadn't, due to their poor CS. Took ages to refund through PayPal. It's areal shame as I love the clothes they sell.

Financeprincess Fri 31-Jan-14 21:32:58

Yes, me too, also waiting for a refund. I paid on my credit card though, and it was over £100, so even if they bite the dust I'll get it back eventually.

frankietwospots Fri 31-Jan-14 22:01:49

Bloody hell, this has reminded me that they haven't processed my refund from early Jan. A chaser has been sent!

jasmine1979 Fri 31-Jan-14 22:12:37

Another one here still waiting for a refund from items sent back at the start of the month. It amazes me how different companies are when it comes to the speed of sorting out returns.
Asos have to be one of the best I have found funnily enough. Always good communication and a refund within a few days.
I'm also waiting for a Hush refund that's taking ages. I ordered stuff when their sale first started and sent it back on the same day I got it as the quality was so bad. Was very annoyed at having to pay £6 postage on the return as well. sad
Anybody else having problems with Hush?

Turquoiseblue Fri 31-Jan-14 22:51:23

Hmm I returned stuff before Christmas and have realised it wasn't refunded! Have to chase now.
Was about to order stuff from new stock there but a bit of wary now , ordered elsewhere. I ordered from them a bit and didn't have a problem up until the return in November. So so disappointed , I liked their site and stuff. Hope they buckle up and improve

Emo76 Sat 01-Feb-14 08:09:07

Waiting for a refund here too.

Kettlewell are EXCELLENT, refund 2 days after return sent

Net a porter also very timely

I like the Atterley Rd style, but delivery and returns too expensive and slow.

Bought some cheapo but fab Dorothy perkins skinny jeans. Ordered 5 different ones, arrived 2 days later. Kept the two that fitted best. Sent rest back ( free returns), got money back in a few days. Now THAT is how online shopping wirks for me!

Annianni Mon 03-Feb-14 10:14:20

Has anyone else had an apology pm from AR customer services?

shopafrolic Mon 03-Feb-14 10:44:47

Yup - me!
It did a great job saying things will be better but not clearly saying how!

atterleyroadcustomercare Mon 03-Feb-14 10:47:28

Message deleted by MNHQ. Here's a link to our Talk Guidelines.

bunnymother Mon 03-Feb-14 11:01:38

Edward David, good for you for posting such an apology. I do think, though, that some more specific information on exactly how long people should expect to wait for refunds to be processed is needed to restore confidence.

In other words, you putting in place some extra initiatives is good, but what does that mean for your consumers (which is probably all we really care about [selfish])?

atterleyroadcustomercare Mon 03-Feb-14 11:18:02

Message deleted by MNHQ. Here's a link to our Talk Guidelines.

Umlauf Mon 03-Feb-14 11:33:07

Ooh, it's like an unofficial mumsnet q&a!

Edward, I really love your site, especially at sale time. One of the things that makes me really love you, is free delivery overseas. Since moving abroad a year ago, I only really shop with you and asos for this reason. I do, however, plan on moving back to the uk, and probably will stop using AR when I do. Can I ask why and how you took the decision to remove the free uk delivery, which was (IMO) a real USP?

Annianni Mon 03-Feb-14 11:42:32

And can I ask why you stock Whistles clothes, but don't sell size 16's hmm


atterleyroadcustomercare Mon 03-Feb-14 11:56:50

Message deleted by MNHQ. Here's a link to our Talk Guidelines.

Umlauf Mon 03-Feb-14 12:01:07

Thanks Edward. smile

frankietwospots Mon 03-Feb-14 16:29:08

Can I add my thanks to Edward for coming on to Mumsnet to offer an apology. I will stop pestering your customer services team about my refund now that I know that you are working hard to resolve the problem.

AndTwoBits Tue 04-Feb-14 17:53:51

Well my refund came through today thank goodness.

libertychick Tue 04-Feb-14 22:52:38

I am still v annoyed with Atterley Road...

(Edward if you are still listening).

I ordered a dress in a size 12 for £65, it was slightly big and then the same dress was reduced further to £39 so I ordered in a 10. The 10 was a better fit so I returned the 12 - refund came through today and the email states I was refunded £39 for a size 10 return (I definitely returned the 12) instead of the £65 I paid for it. I'll email the company properly tomorrow but wanted to post here as your customer service still has a long way to go IMO.

VillaVillekulla Wed 05-Feb-14 06:42:24

My refund finally came through yesterday - over a month after I sent the things back.

mysteryfairy Wed 05-Feb-14 07:01:10

I haven't received my refund yet from items returned in early January. Interested at the comments re size 16. I ordered American Vintage and Splendid items in a "size 10". The items when sent were all medium and far too generous, hence the returns. I know there are some brands were a medium is a 10, but clearly neither AV nor Splendid are amongst them. I think as well as sorting out the hopeless customer returns Atterley Road need to sort out their policy towards sizing.

deweydells Thu 06-Feb-14 21:23:33

I've had a similarly disappointing experience with Atterley Road. They sent me the wrong top - it's a similar style to the one I ordered but a completely different pattern. I emailed to let them know that I would be sending it back and requesting that they refund the postage as it was the wrong item. I got an email back asking me to send a photo of the top that I had received. I sent the photo and then heard nothing for two weeks.

I have just received a refund for the item and at two weeks it seems to be better than some other people on here. However, I wasn't refunded for the postage and still no response to repeated emails. I don't think I'll buy from them again.

AndTwoBits Thu 13-Feb-14 16:42:24

I just received a £15 gift card from them as way of an apology. Very decent of them. Anyone else?

Decameron Thu 13-Feb-14 16:46:13

Yes, I got it too, thanks Edward, that certainly entices me back.

Umlauf Thu 13-Feb-14 16:51:32

I didn't!! Not sure I'll bother again, lots of aggro for no little reward.

ChablisLover Thu 13-Feb-14 16:53:33

I got this too

Definitely entices me back

Thanks Edward

Umlauf Thu 13-Feb-14 17:28:17

ha I probably should have checked my email before I said that! I did. smile

Annianni Thu 13-Feb-14 17:47:09

I've not had one <shrugs>
But I've not shopped there for ages, since they started charging for delivery, and ignored my email.

charitygirl Thu 13-Feb-14 17:54:04

I've had one - I was fuming after my refund taking best part of a month...BUT I'm easily won round! Got this fab bag for £18 inc postage (and as its a bag it almost certainly won't need to do back...)

shopafrolic Thu 13-Feb-14 17:58:31

Only thing that gets me is it is the same level of discount that they give to new customers. Surely apologies to pissed off existing customers should have been worth £20? hmm smile

Umlauf Thu 13-Feb-14 17:59:02

I'm dithering over MIH Oslo jeans in a size 28 as I have the marrakech in a 29 and they are tight... I can't face returns again!

shopafrolic Thu 13-Feb-14 18:00:21

That's what I'm wondering - if you place an order, and end up returning - will it still take 28 days plus to get your money back. Not sure I can face it.....
Edward.... what say you?

shopafrolic Thu 13-Feb-14 18:12:16

Blimey - so I caved - and ordered an Orange Zatchel (last one I think) priced at £30. Clicked on the view bag bit and entered the code and then noticed the thing at the bottom about Atterley Road points..... always wondered what they were. Redeemed the lot and got the back for about £4! Nice one.

Annianni Thu 13-Feb-14 18:15:41

<stamps feet>
Not fair Shop I want one sad

shopafrolic Thu 13-Feb-14 18:18:44

Anni I checked again and I think they're there. Click on Accessories, Bags and sort by price low to high...... It's there.

shopafrolic Thu 13-Feb-14 18:19:44

PM Anni

Annianni Thu 13-Feb-14 18:26:56

Thanks Shop but I meant a voucher, not the bag grin

Umlauf Thu 13-Feb-14 18:44:46

anni try GIFT15

ChablisLover Thu 13-Feb-14 19:34:39

Was looking earlier at the satchels bag but it's out of stick nowhmm

So got a the grey petit bateau top for £18

Was looking at the sweat shirt but have piles of grey sweat shirts

shopafrolic Fri 14-Feb-14 09:03:37

Edward seems to be doing all the customer service now (poor guy)

Hi Shopafrolic
Thanks for the email. Currently returns processing is running at 7 days from receipt of the parcel back in the warehouse. We are catching up so that returns are processed within 24 hours. So if you do decide to return an item it should be quick. But if you have an issue please contact me directly.


clm2 Mon 03-Mar-14 19:55:31

I just tried to spend the GIFT15 apology and have been told it expired attend Feb! The email didn't say so, so its disappointing to say the least. Am in discussion with them, but its not good as an apology.

Moony86 Wed 16-Jul-14 00:31:48

I purchased a pants of eBay paying via PayPal on the 11th. Got an email today saying they refunded me due to the website being inaccurate and they were out of stock! Really annoying especially as there is still one of them available on eBay!!! I suppose after all the other posts I can feel lucky the refund is through, at least through PayPal... Put me off though I don't think I wanna use ten again!

ar125alive Wed 24-Dec-14 16:14:34

Ordered some earrings as a Christmas present on Saturday December 20 and paid extra for next day delivery (to arrive on Tuesday December 23). Got an email sent at 3.43pm on Tuesday December 23 saying: 'I’m very sorry to inform you that the Emerald and Crystal Earrings you have ordered is actually out of stock due to a stock inaccuracy with our warehouse. You will be refunded immediately and will receive a confirmation email.'
No refund as yet received and the email wasn't sent in time for me to order an alternative present. Pretty appalled really. Why couldn't they have let me know on Monday that the order wasn't coming? Then I could have ordered something else.

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