COS customer service and incorrect online order

[Pigtailsandall]

Just bought a few things from COS - top and a dress. Dress is fine, but instead of a floaty white shirt, I got a dark hoodie.... definitely didn't order that, and the online order confirmation is right and even the plastic bag it's in says "top, White, size M".
Customer service was very unhelpful. Told me to return it but I haven't got a collection point anywhere near. Called them as I heard theres a way to arrange home collection via Hermes but there were no instructions as to how to do it. Customer service on the phone told me that actually the can't refund me anyway as the order details don't match the item! Wtf? So basically they've sent me the wrong thing which I now can't return? Lot of umming from their end and the guy said I just need to return the white top to get a refund.. the white top which I never got...

Anyone else had issues with COS? I used to like them but after this I'm not risking it again... I'm wondering if I should just fill a dispute form through the credit card company. Anyone done this for online orders? What was the outcome?

You can book a free uplift via the Hermes website. Just search for CoS and generate the label and book your collection. As for the item itself, either code 8 or 9 on the returns labels (wrong item/item missing) both appear to cover your situation?

Thanks @ilovecherries I'm just confused because the person seemed to say that the item can't be refunded because the barcode on it doesn't match the order (I.e. implying I'm pulling a fast one) and he even said these mistakes are incredibly rare. I also don't have a printer so I'm a bit resentful that they're making me jump through hoops to return their mistake. And they're not even nice about it. Oh well. I think their quality has plummeted recently anyway so....

Is there a bar code on their (highly irritating!) plastic bag - as you said it says white shirt on that? Tbh, I have rarely had problems with them, but I did a few months ago get sent an S rather than an M in something (same thing - correct bag, wrong item). I messaged them via their FB page and they were very helpful and offered to send me a RM label and told me just to use code 8 as the return code, and refund followed fairly promptly thereafter.

I did find their social media people on FB much easier to deal with than CS.

Shame them on twitter and tag them in it. This normally works.

Yes this happened to me. They sent me a shirt when I ordered trousers. I sent it back via the post office so it was quite straight forward in the end. But I agree the customer service wasn't great to be honest! They were quite snooty about it at first and I had to insist. I also expressed how disappointed I was as the original item I had paid for was now out of stock. So gave me a 10% discount on my next order as a goodwill gesture. I haven't actually used it as it's put me off ordering again.

@allofthecheese so it's not extremely rare I'd say if it's happened to 3 of us and that's just a small sample...

Update - I told them I'd dispute the transaction with my credit card provider and they actually phoned me. The woman on the phone was actually nice and really just sounded fed up with the email chain (as did I) and said they'd refund me immediately but I could return the wrong item at any point at my convenience

But agree that the most upsetting thing is that the item I'd wanted is now out of stock