Tati online clothes company

[mouseman]

I recently contacted TATI with as I was unhappy with the items I had ordered - much of which was incorrect. I know my e-mail was strong but wanted to share the company's response to me as I was shocked. My original message is at the bottom.

Thank you for your kind email. The clothes sent were exactly the
same quality as always, just at 90% off. I am not quite sure what you
expect if you are buying clothes as such discounted prices. You are
the ONLY customer who has complained - everyone else is just happy to
receive such quality clothes at such good prices. It seems sad that
you can get this angry about a t-shirt being sold for ?2!

I have not got the time or inclination to respond to your comments
individually so please return any items that were not as agreed via
email and you will be given a refund. (Having checked the email - you
were told exactly about the colour of the capris(which ARE capris),
shorts and drawstring trousers)

I have just spent the morning on a childrens cancer ward - your
comments are, in my opinion, completely over the top and just come
across as sad to be honest.

Yours sincerely

Lisa Nelson

On 1 Dec 2006, at 10:43, mouseman wrote:

I have just received my order and am sorry to say that I am absolutely
disappointed and disgusted with what you have sent. The quality is
appalling
and half the stuff is not what I ordered. I would like to return
them to you
for a refund - I will of course pay for postage but I do not want
to be left
with clothes that we will never wear - what has happened, your
clothes used
to be wonderful quality.

Ric rac capris - you informed me that my original choice (lilac)
was out of
stock and would I accept blue. They are not capris nor ric rac.
Draw string trousers - massive sizing.
Skirt - large but OK
Short sleeve T shirt - not short sleeve, I asked for aqua and it was
replaced with a horrible lilac, and poor quality.
Short sleeve T shirt - not short sleeve, I asked for pink, this is a
horrible shade and poor quality.
Surf shorts - I ordered navy and was sent green - nasty trim and
colour, and
how did you manage to make 100% cotton look so nylony?
Tights - cheap looking but OK for ?1

When you suggested all these replacements to me I accepted on the
basis that
they were as per website - they clearly are not and I was not given
the
opportunity to check this. Please contact me on phone no to
arrange a
refund.
Many thanks
mouseman

blimey, mouseman, doesn't sound from her response that you are the only person to complain... she sounds at the end of her tether. perhaps we should try to be charitable, if she's just spent the morning at a cancer ward she genuinely might not have been fit for work?

Mmmmm - rather unprofessional - she should have taken a deep breath and put your email on one side to reply to when she was feeling less .....ummm...emotional ??

However - I think if I'd have got your email I might have thought the same - it was a tad OTT imho !

that's very unprofessional of her whatever she had been doing in the morning.

What happened to the customer is always right?

Is it a small company, like just her for example?

The company is obliged to give you a refund for the original postage and the goods if you cancel by email or written means within seven days of receipt (but not the return postage if they specify this on the website otherwise that as well).

I would have gone for the gentler email of

in the subject line

order cancellation

Then

Hi

I received my order today and I have decided to return the items for a full refund (including postage) as they do not meet my expectations.

Please confirm receipt of this email and advise me of any special return instructions and the date I will receive my refund.

Thank you.

Blimey mouseman - the response from TATI is unacceptable. And doesn't make much sense either tbh.

What do you want to do - get a refund? As I'm sure you do!, ask for one and see what the response is and take it from there. You may have to report the company to TS

If you really want to know what I think, I agree with Zippi - mouseman her reply wasn't particularly diplomatic, but I think you did go in all guns-a-blazing without even giving them the opportunity to put it right...

Tati is a very small company . And they do seem to have had a permanent sale for the last year.

dd's aunt has bought her a few bit from there over the years. The quality does not neccesarily match the prices imo.

on a lighter note i thought unforutnate choice of moniker for clothes lol

haha Zippi! I'd always thought that! I think they just wanted to sound French. Oooh lala.

Bit like French people not realising that 'SALE' does not meant dirty!!

Sorry to have disappeared - wrapping up pessies for DS 1st birthday tomorrow! I understand and agree that my e-mail was a bit strong but there had been some complications with the order prior to this. I was interested in your comment zippitippitoes about the refunds - is it correct that I can ask for my money back and the original postage? I have checked the website and in one place it says that they will refund and in another, no refunds or exchanges (but I didn't think that was allowed!!) If anyone is in the know, I'd love clarification.
Thanks

Yes the law has recently been toughened up to

they should inform you of your rights to cancellation too, at the least these should be on the website but they should also provide you with them at some point in the transaction too in written form which is permanent not just on the website

Lots of websites' content and compliance is not up to date on this including my own on sending out cancellation details with every order or by email (I am doing major updates to the site next year after the Christmas rush), but I do know and practice the current law and good customer relations and my customers a) hardly ever complain and b) when a problem does arise I always settle it immediately and to the customer's satisfaction..all my customers who have had problems have gone on to order again or at the very least gone away happy. But I do hate getting "strong" emails or phone calls when I don't think I deserve it. I prefer dealing with the factual or even gently worded emails!

Here is the dti guidance it makes interesting reading here