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Original poster

TOAST Customer service...brilliant!

6 replies

heggertyhaggerty · 04/10/2011 18:04

I got a coat from Toast in the sale in January. It was reduced but still quite dear, still it was amazing so I kept it.

Didn't wear it constantly by any means, and in the summer obviously hardly at all, but when I got it out for the autumn the lining was starting to fray. Within a week it was getting much worse so a big hole inside.

I felt awful for spending so much, though I love it, anyway I thought why not email them. So I did and they said they were sorry, and would pay to get it relined. Shock so anyway I had to get some quotes, and it came in very expensive.
I emailed back with the quotes.
They then asked me to return it so they could have a look. I did, and they emailed straight away saying I could choose any other item as a replacement up to the original price I paid.

I didn't like the other coats so I said could I please keep it and maybe they could send me a credit note, if they didn't want to pay for the relining.

Anyway they have...for £125 Shock
I'm so pleased - essentially they've given me more than it would cost to reline.

They were so brilliant about it, and I said I would recommend them to friends, so there you go.

Thanks Toast and keep it up, more shops should be like this.

OP posts:
Original poster
heggertyhaggerty · 04/10/2011 18:05

Plus...has anyone got any recommendations for what to spend it on?!!

(might wait till the sale...is that cheeky?) Grin

OP posts:
nancythursday · 04/10/2011 18:24

That's fab. I'd probably wait for a sale, check if there's a use by date on the credit note. Some shops do put a time limit on them.

Original poster
heggertyhaggerty · 04/10/2011 19:10

Thanks Nan, good point - I think they have just added it to my 'account' though so it's hard to tell.

Maybe I should ask.

OP posts:
nancythursday · 04/10/2011 19:22

If it's in your account then you should be fine. They have some lovely things, have fun choosing something.

Original poster
heggertyhaggerty · 04/10/2011 19:54

Thankyou Smile

OP posts:
josefa · 12/10/2011 10:43

They ARE brilliant if there's a problem but what I find more disappointing is the quality - used to be so good. Last year I had a faulty nightie and a really expensive jumper which arrived with a hole in it; this year I've had a towel where the hanging loop has broken after 4 months of use - I'm too embarrassed to write and complain about the towel because it seems like that's all I do!! I wish more shops, especially expensive ones, would sell products that actually do what they say or don't break/aren't damaged from the outset. Poor quality control....

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