Truly terrible customer service from Seraphine

[tak1ngchances]

My goodness they are all over the place. Parcel arrived today with one item missing and another completely wrong (dress instead of top).
I just phoned them up and they were quite unapologetic. They said yes one of the items is out of stock and the other was just a mistake. Then told me to go to the post office and send back the wrong item...
Am I wrong in thinking that not many pregnant women want to be inconvenienced like this? It's baking hot in London, I am 26 weeks pregnant and feeling quite grumpy already.
Dear manufacturers of maternity clothes, here is what we want apart from beautiful, comfortable and stylish clothing,

• Easy to use website
• Total clarity on what is in and out of stock
• Delivery on time and in full
• Clear and regular communication if there is any issue with the order

If you mess up, then you put it right with absolute minimum fuss and inconvenience to the customer.
*Sigh.

Well I understand your point but think you are being a little harsh on them. Mistakes do happen, and it's annoying even when you're not pregnant, sending back stuff that doesnt fit is always annoying and always involves a trip to the PO. Agree that they could have maybe given you a discount or something for the inconvenience as the mistake was on their part. Since youre in lindon could you return it to a store?

I have to agree with you tak1ngchances..
I ordered 8 items for Seraphine at the beginning of June paying £6.95 for FedEx 48 hour delivery. The items didn't arrive so I called Customer Services who advised that they had a problem with delivery. I explained that I'd ordered the items & required them before the Sunday as I was going overseas. She assured me that all possible would be done to get the items there for the Saturday but then called the next day to say this wouldn't be possible.
The items were eventually delivered whilst I was away, on checking the items I noticed that 2 of the items were missing although no one had advised that they weren't in stock & Seraphine had taken the full amount from my credit card. After a great deal of emailing asking for refunds on items missing & for delivery charge I eventually took the remaining items back to a store where the staff were realy quite surly & supercilious.

As I said to them in one of my emails I very much doubt that their high profile customers ever experience these issues, I received a conciliatory 'apology' with a 15% discount code although I must say I am reluctant to order from them again despite them offering by far the best selection & quality of maternity wear from what little I have found so far. A real shame as many of their clothes are lovely :(

Give Isabella Oliver a go!
Lovely clothes, quick delivery, beautifully wrapped packages.

Tried Seraphine once, ordered a load of stuff...sent it all back, nothing wrong as such just didn't really like anything much once I saw it in reality as opposed to a website.

It was the Kate effect- that's the reason I had even heard of them. Can you imagine Kate popping down the PO to send her unwanted goods back?!

I've had similar problems with Seraphine.

They stock some seraphine stuff at John Lewis online. Much easier :)

Yes I have bought loads from Isabella Oliver and found them very helpful. Their website is also quite unclear on which sizes are in and out of stock mind you.
I have ordered about 6 times from Seraphine now. Every time there was a small problem like deliver being late...but two out of three items wrong and reaaaaally wrong? V crap.
They offered me the 15% off too and I actually laughed. Why would I shop there again?!

It's a mistake.

You are 26 weeks pregnant not dying FGS.

Charming!

Well, it's not the end of the world but it would annoy me too, pregnant or not - I'm just getting impatient with crap customer service and poorly designed websites.

I've bought from Seraphine online, just one thing, and it was fine (took a while to arrive mind you - I live in Ireland). However their website is dire. I haven't bought from Isabella Oliver because although the clothes and site look nice, the shipping to Ireland is absolutely through the roof, and I agree that they're also not clear enough about their stuff that's out of stock.

So yeah, this is why I've bought from ASOS, pretty much every time. The clothes aren't as nice quality, absolutely. But they're fast, shipping is free, much better range of sizes, less frumpy, and good customer service.

ASOS is a good shout, I'll have a look on there. Hope they are getting back to normal after that terrible fire

Uh oh, that's funny because I ordered my freaking wedding dress from them ("pg bridezilla", twice the fun!) and they sent the wrong one, 1 week late. Yes, they've not murdered anyone but that's their job... a job they're not doing very well imho

If you're in London, can you return the item to the shop in Kensington?

Not the point, I know, but may be less hassle than posting.

I've had the same with them, such a shame as the clothing is great!

Also had problems with seraphine - they don't seem to be able to track what's in stock, so you order online, get the confirmation, then days later they email saying some items are out of stock. It's annoying as I'd chosen outfits to go together, so was left with stuff I didn't really want without the rest of the order! Obviously you can return stuff, but that is a hassle.

Slightly off-topic but I had a similar issue with Isabella Oliver. Ordered 5 dresses to wear to a wedding, in-between pressing "add to basket" and "checkout" 2 had gone out of stock. I have preggo insomnia so this was at 2am, hardly peak shopping hour!

Anyway, the 3 in stock dresses turn up a couple of days later, very nice packaging, all looking good that one of them will be wearable. Unfortunately none of them suit me (this is my problem, I'm very fussy) so I pack them back up and take them down the post office the same day.

2 weeks later and I've heard nothing. No emails to say the refund is getting processed, no activity on my credit card. I email them to ask what is happening, straight away I get an email saying the refund is being processed and my credit card account has been refunded when I check it. I might be overly suspicious here but it seemed very strange that they had been so on the ball with emails about the initial order and delivery, yet the refund doesn't appear until after I email to prompt them. Hmmm.