Boden appalling customer service

[absopugginglutely]

My dad kindly bought DD a pair of boots in her size for Xmas on Boden’s Website. When they came they were ridiculously narrow and DD couldn’t get them on.
I sent them back with an exchange form provided with the original delivery, exchanging them for a dress worth the same money so there’d be no faffing with money.
Three whole weeks later with no communication or anything I ring Boden to find out that the dress I ordered was out of stock and they were waiting for someone to return one in DD’s size so they could send it to us!!!

What a ridiculous system.

AIBU to make a complaint?

Seems like a massive overreaction to me. Why don’t you just say ‘actually that doesn’t work for me, please can you arrange a refund?’ instead? Why jump straight into complaining?

They should have contacted you to say there was a delay, but equally you could have contacted them some time ago to chase them up. What do you want from a complaint?

I expect this is why so few online retailers offer exchanges, they can't guarantee items will be in stock when they get the form. Easier to return and do a new order.

Just get the refund and buy either that same dress in a bit IF it is back online... or a different one.

This is not a major customer service fail. It's not a fail at all in fact as it's still weeks away from Christmas and they were trying to fulfil what you wanted on your form.

They should have dropped you a line to let you know and give you the chance to change your mind, but it's really not a disaster you had to call a free phone number yourself 😁

I mean it's not great but I think appalling is a bit strong.

I have to say, I have always found Boden to provide amazing customer service.

Mumsnet should have a consumer board. An audience this large could name and shame retailers into decent customer service.

They offer amazing customer service in my experience.

Boden have one of the best customer service operations I have ever used.
Their chat facility is excellent.

It’s not brilliant but not the end of the world. I’ve always had a good experience with them even though I only buy in the sale, so I’d give them another go.

its a non issue

yet you drag their name through the mud.....they don't have to even offer a refund or exchange at all

I think you are over reacting. It's not appalling customer service.

I agree, not ideal but far from terrible.

I've always found Boden customer service to be excellent - the contrast between how they dealt with a missing delivery via Hermes v. Kate Spade (it was due to be delivered at the same time) was noticeable.

So just ask for a refund instead.

This is hardly appalling, and I'm easily appalled.

That's not appalling customer service, that's actually quite helpful of them. If I had really wanted the dress I would prefer they'd done that rather than say out of stock and here's a refund but you can check our website daily as there may be a return.

They've tried to do you a favour. Think it's above and beyond actually.

Would have been better if they'd sent a quick email to confirm that's what they were doing but I imagine they are super busy and you have called to chase earlier.

I find Boden excellent and have never had a single issue with them.They're a joy to deal with.

I've always found Boden to have amazing customer service - only equalled IMO by the white company