Liberty's online customer service - utterly shit

[MrsCampbellBlack]

Honestly I am raging at how long it takes for them to do refunds. And if some customer service person just says 'we're sorry but' one more time I may scream.

Why are places like Libertys so good in the store but so rubbish online. I won't order from them again online (sure they'll be gutted by that)

But seriously if you are thinking of ordering a £££ item which you're not sure about then I'd avoid them.

How long have they taken, so far?

Emailed me on the 7th October to say they'd received item and refund was being done so money to come back within 3-5 days.

I chased on the 14th - told it could take 7-10 working days.

Chased twice this week but apparently Libertys customer service have individual email accounts and when they go on annual leave they don't put out of office on. So as the lady who'd picked up my original email was on holiday no one else dealt with it.

So chased again yesterday where they realised they'd tried to refund to an expired card so now being told it will take up to 5 working days for refund to go back into my account.

They should have checked last week if there was a problem but just fobbed me off with the standard 7-10 days crap.

Honestly I am really annoyed - it is quite a large sum of money which will take them seemingly 3 weeks to refund. And I've had to chase/phone so much.

I think they may be even worse than H&M online [gasps]

[annoyed for you] - some returns turn into a job.

Ask to speak with customer service manager, quote distance trading regulations and suggest you feel they are in breach etc. I had a crap service from them too,motor it straight to senior management.

Thanks Spider - the manager is meant to call me tomorrow but I somehow doubt they will. They just don't actually seem to care.

Interesting you had crap service too - I just think they shouldn't bother doing online if they can't do it properly.

It infuriates me how long it takes to get a refund when retailers are as quick as anything to take the money from you. This 5-7 or 5-10 working days thing is crap. If they wanted to, it could - and should - be done instantaneously.

Exactly right, sleepy. Zara refunds appear within minutes. As they should.

Indeed, they must have rubbish arrangements with their banks - if Zara etc can do it so quickly why not other retailers.

It really does put me off ordering from them.

I don't understand the delay either. they can take your money instantly, surely they can give it back instantly too? Just tap tap tap on the computer? Is there a real/valid reason returns take days? Betcha it's nowt to do with banking arrangements. Just store 'policy'. It is v annoying, life is busy enough without having to chase returns.