Me & Em terrible customer service

[dixiejo]

I returned a top to Me&Em on 1st August (thankfully I kept the proof of postage). No refund yet. I've called 3 times over the last couple of weeks and cant get to speak to a human, just the option to leave a message. So far, no one has returned my calls.

Has anyone else succeeded in penetrating this walled city and actually spoke to a human? Or similar tails of woe (this was my first order and I wont be repeating the experience) Grrr.......

yep, every time I have returned stuff to them for a refund, I have had to chase them, although I do always get through to someone on the phone (haven't done it for a good few months though, it has definitely put me off ordering from them). From their website:

"We will give you a full refund or exchange within 30 days of you returning the items. Please note that goods can take ten working days to arrive with us with the freepost returns label and a further five working days to process"

I have a feeling they are a smaller operation than we may think, and I'm not sure if companies pay for different levels of service from the Royal Mail i.e. does it arrive back quicker if the company pays Royal Mail more? Equally, I don't know if a company can pay to get money refunded quicker to your card.

Compare this to All Saints, the few times I have used their free returns, I have had an arrival notification from them the next day, day after max, and the money is actually back in my account within about 5 days from posting the item back. But, like I say, they may be a bigger operation. Or just take customer service more seriously.

Have you tried a personal message on their facebook page? Some companies are quicker at responding to these than to emails. It took well over a month for me to get a refund from them early this year but I had thought that they said later on that they were speeding up on the refunds - looks as though they have got worse instead.

I received very good service from them recently. I wanted to exchange something from them for a smaller size which was listed as sold out on their website, I called on the off chance, they tracked one down in one of their stores, got it sent to me, the refund came through in a suitable time for the larger one I sent back. This was also for sale goods, not full price.

No idea about Me&Em specifically, but try Twitter or Facebook as someone suggested. Companies usually do get back to you pretty quickly on these things.

There's something very grating about the name, I wouldn't buy from them based on that twee smuggery alone

It took them a while with me too but I did eventually get refunded.

Thank you for the suggestions - I'll definitely bear in mind the advice to facebook in future (after giving them a chance of course!).

I actually sent Me&Em a chasing-up email yesterday just before posting here and they responded last night, so it seems they are better with email than the good old phone.

I was going to say email them, but they are shockingly slow refunding. Has put me off ordering from them.

You've reminded me, I returned a dress to them last month and had forgotten about it, although I'd noticed the small print about it taking up to a month to process a refund (which I think is a bit shoddy - they take the money fast enough )

It was my first Me&Em purchase and I'm not sure I'll be making any more. I find the extreme thinness of the models irritating as I just can't picture what the clothes will look like on me (size 14 with large boobs and flabby midriff). The maxi dress I ordered slimmed my waist quite nicely (viewed front-on) but made my belly look (sideways on) 5 months gone ...

Hmm, this has reminded me that I returned some stuff there, I suppose I shouldn't be holding my breath for my refund any time before next week or so.

I thought the quality of the things I bought was lovely (nice jersey, colours) but the sizing was very peculiar: the top was an "oversized" style but just looked like it was way too big for me (you could have fit two of me into it and I am not exactly small of boob/shoulder) and the dress was ostensibly the same size and was too small. And agree that the site photos don't give a great indication of fit.

The jersey quality is lovely, although I've noticed this winter there isn't any, unless that ponte material is jersey like, they've hiked the price up if it is.

The sizing should be better now they've changed to UK dress sizes rather than S,M,L etc. I am a standard UK10 and the Small was also too narrow in the shoulders and the Medium slightly too big. But I agree, the models are awful and I can't stand sites that don't feature a proper zoom function so you can really see the detail and material.

I thought they were getting better at returns - the last time I sent anything back they refunded within a week but maybe I was just lucky.

I'll miss their jersey stuff if they do stop doing it. I'd been hoping to pick up another ruched pencil skirt in the sales this winter but they're only doing it in black.

I'm still waiting on acknowledgement of a return for exchange. Very poor communication - puts me off ordering again.

I received an email 2 weeks ago, apologising for the delay and saying they were refunding my return from something I returned in the flipping Summer!? I'm fairly sure it was July anyway.

I agree. I like their clothes - lovely fabrics, good colours, interesting cuts - but every time I have ordered I have had to chase up delivery after 7-10 days - even once when I'd paid for expedited delivery.

Once they even emailed to asked me to review an item that they had not yet dispatched.

They seem to pay more attention to their FB site than their phone line.