Unhappy with The White Company European down duvet

[Feelingstressed1]

A couple of days ago I bought a supposedly 4.5 tog duvet from The White Company. It was £112 pounds in the sale for a double. When I got it home I immediately made my bed up and have since spent the last three nights sweating like a pig under it. I wrote to THe White Company to ask if they could check that it was a 4.5 tog and not a 12 tog one (as it is quite thick) and they refused to do anything. How is that for service? I am now stuck with a very expensive duvet that I can't use....can anyone offer me any advice or has anyone experienced the same thing? Feeling very disappointed with their terrible customer service and also that I've been cheated. It's such a shame as I have bought many many products (including 4.5 tog duvets from them in the past)

Is there a label sewn into the duvet that says the tog number?

Did you ask them for a refund or exchange?

Did you write to HQ or the shop you bought the duvet from? What exactly was their response to your complaint?

Yes I did check the label and ask them for both an exchange and/ or a refund but both were denied. I have just written to Head Office but no response as yet. I don't normally complain but I know there is a problem with duvet! Do you know what else I could do?

Is there any reason why you can't just end it back with the returns form? There IS a returns form, right?

I guess I could send it back but I've stupidly cut the plastic tag thingy off.

I have very bad experience with WC duvets and pillows, and their CS is not that great too, send it back,and say that you are not happy with it,

I have had very poor customer service from them. I ordered some clothing that was quite obviously mislabelled and the wrong size. I have the same thing in the right size so it was clear to see. they refused to accept responsibility and pay postage back. I haven't shopped with them again.

I agree that their is CS is not very good. Since posting this they have grudgingly said that they will pay the postage and review the product but I am yet to hear of a parcel force delivery day. Also, they make a point of saying that I am tied to their on line Terms and Conditions and they still are not offering me an exchange or refund. I have written to the Good Housekeeping Institute to ask them if they would assess the duvet for me. I know it's not 4.5 tog and I'm so disappointed that The White Conpany have put me to do much trouble to try and sort things out. Buyer beware!