Roman - terrible customer service?

[ImAvingOops]

Anyone else ordered and not had good customer service when returning items?
Online shopping is driving me batshit. Ordered a dress which looked reasonable on the website but wasn't nice irl. Sent it back the next day. They received it 11 days ago, no acknowledgement of receipt and no refund. I emailed customer services, no reply.
If you return to a shop, then they only issue a credit note. They also charge for returns so really ought to process them promptly. Were quick enough to take the money!

Anyone else just really fed up of websites where the pictures don't look like the reality and businesses who just sit on your money for ages?

I miss proper shops. Have learnt not to order from Roman again but am so fed up of the whole internet experience. I wish shops would carry proper stock again!

Pay via Klarna, they will stump up when you send Klarna the proof of return after the 30 days

Thanks, I hadn't thought of Klamath, but a good idea for next time.
Im just feeling grouchy - fed up of companies sitting on my money after sending me ugly clothes!

I've bought Roman stuff through Amazon - returns are free if you do and refunds se to prompt.

In this day and age, big companies really shouldn't be charging for returns.

I had this, returned an item, never got requested exchange, complained via Twitter, all communication done via Twitter & got refund within 24 hours. Was my first order, never again.

Might have to reactivate twitter! I forgot that you can order via Amazon - I have done that before, I got sucked into the website because of Facebook adverts.
Thanks all. I'm not inclined to shop there again - I resent being charged for returns or only getting a credit note if I return to the shop. I think this is very customer unfriendly.

I’m with you OP. I had to wait about six weeks for a refund from Esprit recently. It said ‘return being processed’ so was clear they knew I’d used the returns barcode but when I chased them they said they were still looking for the parcel and kind of made out it was my fault. I’d paid by credit card but had to pay off the bill before I got my refund.

The lack of realistic product photos and descriptions must mean people are returning stuff all the time. You don’t get lengths or widths and often really generic size guides. It’s disgusting really, considering that is the shop window and all the waste and resources used. I wonder if they hope people will keep the stuff anyway, which may happen more than you’d think but so sneaky.

Order Roman through next, you probably loose out on discount codes etc but they actually process returns quickly

Most of their stuff is available via Next, order through them and absolutely no issue with returns, if you've an account nothing to pay upfront either.