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Original poster

Atterley Road dire customer service

66 replies

RubyLovesShopping · 31/01/2014 14:55

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?

OP posts:
MrsCampbellBlack · 31/01/2014 15:01

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 · 31/01/2014 15:33

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

AndTwoBits · 31/01/2014 15:38

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

VillaVillekulla · 31/01/2014 15:42

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 · 31/01/2014 15:43

I also wondered if they were going to go bust recently because the stock was so out of date on their website and it ended up being so heavily reduced.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 · 31/01/2014 15:51

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 · 31/01/2014 16:03

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 · 31/01/2014 16:29

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 · 31/01/2014 16:30

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 · 31/01/2014 16:44

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 · 31/01/2014 16:52

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 · 31/01/2014 16:52

photos were inaccurate!

shopafrolic · 31/01/2014 16:54

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

Decameron · 31/01/2014 16:57

Angry How annoying!

justasecond · 31/01/2014 17:00

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 · 31/01/2014 17:15

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.

Original poster
RubyLovesShopping · 31/01/2014 17:31

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.

OP posts:
belledejour · 31/01/2014 17:34

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 · 31/01/2014 17:51

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 · 31/01/2014 17:57

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 · 31/01/2014 18:35

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.

BillStickersIsInnocent · 31/01/2014 18:52

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

r2d2pink · 31/01/2014 21:19

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 · 31/01/2014 21:23

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 · 31/01/2014 21:32

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.

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