Toast 7 - Onwards to brighter days, we hope ..

[Laska2Meryls]

Hello again Toasties !!
Here we are again ..Spring has definitely sprung.. and here we are leaving lockdown again (hopefully for the last time) and with any luck planning some social opportunities to wear our lovely stuff actually out somewhere !!

I went to a few looking for a kantha last time I was over. Apparently Notting Hill carries the full stock, it’s much bigger than Marylebone . Nice atmosphere. The one near Boxpark was tiny.

Notting Hill is a much larger store than the others with more stock (but still by no means everything). It's a beautiful space - almost like a gallery. I'd suggest there.

@Sooverthemill @Templetreeee - haven't found scrabble yet but look at this beautiful gansy! It's going straight on my 'to do next' list. My mother made the small one for ds2 when he was little and it was so lovely!

[quote faustina]**@Sooverthemill* @Templetreeee* - haven't found scrabble yet but look at this beautiful gansy! It's going straight on my 'to do next' list. My mother made the small one for ds2 when he was little and it was so lovely![/quote]
Oooh thats lovely !
@faustina

@Yorkshirelass04 that’s lovely!

Awful to hear people are still being kicked around with their orders. Someone somewhere has made a huge error that’s costing them their reputation as well as their customers. It’s just as bad on their Instagram. I hope they soon sort it out. No good all round.

I just cannot get over the reviews on Trust PIlol. Even worse is there cut and paste responses. They must be in trouble. I thought it might have been a bit of an issue with their new systems but seriously there are people on there that have been literally waiting weeks without an item or a refund. Just what the heck is going on?
Shocking

I have been tempted thinking they may have sorted things out but nope!

I’ve got a skirt and a dress to return which means they’ll owe me £600. As they still owe me for 2 jumpsuits that I returned a month ago.

I have just ( last night at 9.20pm) received this email from Toast
( No offer of a code though!!)

^Good Evening ,
Thank you for your email.

Please accept our sincere apologies for the delay in our reply. We are experiencing a high amount of emails.

Firstly, we apologise our customer experience in recent weeks has fallen well below normal expectations. We have shared your feedback with our team for review. Recently we have made significant changes to our systems that will benefit all of our customers in the future. This is a big project that has come with extra challenges for us. Unfortunately this has resulted in delays with refunds and we would like to sincerely apologise for keeping you waiting. We are in the process of resolving these issues with Shopify, your refund was processed on the 23/04/21 by TOAST, we advise to allow 10 working days for the refund to process from Shopify. Shopify had a nationwide issue that has now been resolved.
In the meantime, please accept our apologies for any inconvenience and disappointment that may have been caused. Should you have any further questions, please do contact us and we will be happy to help.
Kind regards,
Heidi
Customer Service Operator^

It was an answer to an email sent 20th April !

It’s really a concern. Certainly the trustpilot and Instagram comments look like there is a significant number of people still being mucked around. It’s as if they have lost all the customer data from that time.
Makes me very wary about ordering despite things appearing to improve from others’ comments re recent returns.

I returned something in store 10 days ago and it’s still not been credited to my account! I am so mad at them. I feel like they’ve stolen my money

... but I have received a 'Kindred' invite to a 'Syncopated book binding workshop' this morning !... I should be grateful then... 🤦.. maybe they should be doing customer service workshops instead .. 🤣

Thank you for posting that message from Toast Laska - at least we are now getting more information about what the issues are. My goddaughter is doing a specialist MBA at a top business school with a major focus on the fashion industry - I've suggested to her that the current chaos with Toast would make an illuminating case study....

They are blaming Shopify it seems according to my email ..

@faustina that's fab. Really nice.
@Laska2Meryls that's shit! Blame someone else for all the issues may be the truth but it's poor customer relations. For these reasons I'm only going to purchase via JL in future

Loving all the knits Bimblesalong, that jacket 😍 you are so talented..
Amethyst moonshine I have the Emma Atchison ripple necklace.. the chain is thinner than I like though so have swapped it for a snake chain.. love them though and wear a lot..

Sooverthemill yes sadly we may have to, if Toast had any sense they would be making more of their stuff available through JL, but it seems that they are blinded to the effects of what has happened.. I have an idea that they think we are a nice cosy community of Toast lovers who will stick by them regardless of whatever they do ( because they are nice really and people having to wait weeks for £100s is just a little blip to be forgiven/forgotten)...🤔

Yes John Lewis hasn’t everything sadly.

So the Pihu dress is not good on me. I love the check but I’m broad shouldered and it’s unflattering. The cotton is quite stiff so there’s no drape. If you’re slim up top or an apple then it would be great. It’s a gorgeous dress. Just not for me. I’m wearing an 8 here.

Really really love the skirt though. The 8 (my normal Toast size) is good. It’s relatively forgiving as you can wear it high or low unlike some of the toast skirts. The pleating at the back is lovely. Nice stiff cotton. Really creased though. It will be good autumn/spring/summer and has a wee Westwood tartan edge to it that I love. It looks good with cream, white, khaki, black and navy. Also stripes and leopard. Trainers and boots. Really pleased with it.

I really like the skirt Doorornottodoor but id need to order 2sizes as my waist is my trickiest part and am just not confident enough to do so right now ...

My refunds are showing as pending now in my account. Finally!!! I had to chase them so many times. Fingers crossed they’ve got their act together as this is hugely damaging for their brand.

@Laska2Meryls could you phone a shop and get them to measure them for you?

Me again with more tales of woe! You’re going to think I am making this up at this point, but I promise I’m not.
Given that I had been given a discount code, I decided to give Toast another chance last week, and ordered 5 items. They arrived promptly, so that was good. I only kept one, and returned the others last week. This morning I got a refund, and was pleased things had been so smooth, until I opened the email and realised one item had not been refunded.
I waited on the phone line for 20 mins, and then I let rip at them. I explained how many issues I have had recently, and asked them to refund this item. I was told I would have to send an email with proof of postage and it would be looked into. Well, that wasn’t good enough, so I made them wait while I emailed the proof of postage, and the photo I had taken of the items I was returning, along with a photo of the note I had written detailing the items. I had put the note in the parcel hoping the same thing wouldn’t happen with this order but it did.
They told me the item had not been scanned in at the warehouse...not my fault. They then told me that the weight on the proof of postage was only enough for one item to have been returned. Eh, what??? So they are relying on the post office not making a mistake on inputting the weight of the parcel to “prove” what their customers have sent back?
The conversation went back and forth many times. The customer services representative I spoke to was very apologetic, and kept telling me they are a very small team. I’m sure they are overwhelmed. But she then said that customers have to be treated fairly, so my email would go into a queue to be dealt with. So I had a go about how they might better treat customers fairly!
The upshot is that she has actioned the refund, as a gesture of goodwill! Honestly, I about fell off my chair at that point. Goodwill? Refunding me for something I returned?
I am still waiting for the refund email to come through. If I have to call them again, I really don’t think that I can hold it together. I am actually shaking here.
No more second chances from me, that’s for sure.

@ScottishMouse

Me again with more tales of woe! You’re going to think I am making this up at this point, but I promise I’m not. Given that I had been given a discount code, I decided to give Toast another chance last week, and ordered 5 items. They arrived promptly, so that was good. I only kept one, and returned the others last week. This morning I got a refund, and was pleased things had been so smooth, until I opened the email and realised one item had not been refunded. I waited on the phone line for 20 mins, and then I let rip at them. I explained how many issues I have had recently, and asked them to refund this item. I was told I would have to send an email with proof of postage and it would be looked into. Well, that wasn’t good enough, so I made them wait while I emailed the proof of postage, and the photo I had taken of the items I was returning, along with a photo of the note I had written detailing the items. I had put the note in the parcel hoping the same thing wouldn’t happen with this order but it did. They told me the item had not been scanned in at the warehouse...not my fault. They then told me that the weight on the proof of postage was only enough for one item to have been returned. Eh, what??? So they are relying on the post office not making a mistake on inputting the weight of the parcel to “prove” what their customers have sent back? The conversation went back and forth many times. The customer services representative I spoke to was very apologetic, and kept telling me they are a very small team. I’m sure they are overwhelmed. But she then said that customers have to be treated fairly, so my email would go into a queue to be dealt with. So I had a go about how they might better treat customers fairly! The upshot is that she has actioned the refund, as a gesture of goodwill! Honestly, I about fell off my chair at that point. Goodwill? Refunding me for something I returned? I am still waiting for the refund email to come through. If I have to call them again, I really don’t think that I can hold it together. I am actually shaking here. No more second chances from me, that’s for sure.

Oh my word! This is absolutely shocking! FGS Toast stop fannying about with online auctions, multiple insta ads and sort out your customer service !