Bread & Boxers Avaliações 143

Resposta da Bread & Boxers

15 de abr. de 2025

Hello Gerard,

Thank you for the review!

You placed your order at 1/4 which waas during our "We're moving"-campaign where everything was discounted by 20% because of up to 14 days workdays in deliverytimes. The reason for this is because we were changing to our new warehouse.

On top of this we also had a serious problem with our customer service system where hundres of customers emails got flagged as SPAM and never reached our customer service. We are currently working on the backlog here (hence why I'm also here helping with the reviews). I personally took care of your order and sent you an email just now.

I'm so sorry for the trouble!

Our campaign ended on 13/4 and our new warehouse sent our over 1000 orders today.

Regards,
Tim
eCommerce Manager

Resposta da Bread & Boxers

15 de abr. de 2025

Hello João Madeira,

Thank you for the review!

It sounds really strange that you never received the refund. I can see that on 18/3 we issued a refund of 25,95 € for the 2-Pack Crew-Neck cotton stretch - XL.

You should have received the refund 2-3 workingdays after we issued it.

If you still haven't received it - please contact Klarna and ask them about the issue since we cannot do anything on our end once the refund is issued.
I'm confidend they will help you solve this issue!

Regarding the messages you sent us, we have had issues with our customer service system and it flagged most of our customers incoming requests as SPAM. Since a few days back we have solved this issue and we are now working through the backlog.

Please get back to us with more info once you have talked to Klarna!

Best regards,
Tim C
eCommerce Manager
Bread & Boxers

Resposta da Bread & Boxers

15 de abr. de 2025

Hello Gisele,

Thank you for your review!

Between March 31, 2025, and April 13, 2025, we moved to a new warehouse, which unfortunately caused some shipping delays. On April 14, we began sending out all orders placed during this period. While we were moving, we ran a “We’re moving”-campaign with a 20% discount on everything, and we also informed customers that the delivery time could be up to 14 working days. This information was posted on our website and in the checkout, but we understand you might have missed it, and we apologize if it wasn’t 100% clear.

Because of the campaign and our warehouse move, we now have a backlog of several thousand orders. However, we want to let you know that your order is now being processed and will be shipped shortly. We appreciate your patience and understanding during this transition.

Thank you again for reaching out, and please let us know if there’s anything else we can do to help.

Best regards,
Tim
eCommerce Manager

Resposta da Bread & Boxers

14 de abr. de 2025

Hello Omar,

Thank you for taking the time to share your experience, even though we’re truly sorry to hear that it was such a frustrating one.

First and foremost, we sincerely apologize for the lack of response to your emails. We recently switched our email hosting provider due to a technical issue where many customer messages were incorrectly flagged as spam and never reached our customer service system. Unfortunately, this meant that several emails—including yours—were not visible to our team. This is of course NOT ok.

We did receive your most recent message two days ago, and have since replied with a solution. We completely understand how disappointing it must have been not to hear back after multiple attempts, and we take full responsibility for the situation.

As a small gesture of apology, and because your earlier emails were lost in this issue, we’ve created a generous compensation.

Please don’t hesitate to reach out again if you have any further questions—we’ve taken steps to ensure this type of issue won’t happen again.

Best Regards,
Tim
eCommerce Manager

Resposta da Bread & Boxers

14 de abr. de 2025

Hej Maarten,

Tack för ditt omdöme!

Vi har tidigare haft stora problem med att vår mejl-host flaggade kunders inkommande mejl som spam och därför anlände dessa aldrig till vårt kundtjänst system. Vi har nu åtgärdat detta genom att lägga vår mejlhosting hos annan leverantör.

Gällande ditt ärende så får jag i efterhand be om ursäkt för att du aldrig fick svar. Jag kan se att kundtjänst löste ditt ärende genom att förklara att returen genomförs genom BudBee som var ditt leveranssätt när du la din order.

Återigen får jag be om ursäkt för den sena återkopplingen.

Vi hoppas att du kommer tillbaka och ger oss en chans till!

Vänligen,
Tim
eCommerce Manager

Resposta da Bread & Boxers

14 de fev. de 2025

Hi Alberto,

Thank you for taking the time to share your experience with us. I want to start by sincerely apologizing for the long wait you’ve had to endure for your refund, and for not receiving a response when you tried to contact us. Although I work in a different department, I immediately reached out to our customer service team as soon as I saw your review to find out what went wrong.

It appears that your return was unfortunately registered very late at our warehouse, and we are currently investigating why it took such an excessive amount of time. However, I can confirm that we processed your refund earlier this morning; your order was included in the return batch handled today.

I also understand you emailed us without receiving a reply. We don’t see any email from the address associated with your order in our system—could you have used another address? In any case, I’ve asked our customer service team to send you an email right away, and we have arranged a fair compensation for the inconvenience.

Once again, I am truly sorry that we fell short in our response and delayed your refund. I hope you will give us the chance to make this up to you. If you have any additional questions or concerns, please feel free to reach out.

Best Regards,
Tim
eCommerce Manager @ Bread & Boxers

Resposta da Bread & Boxers

7 de jan. de 2025

Hello Julian,

We’re very sorry to hear about your experience and the inconvenience it has caused. Due to the Black Friday season, we had an unusually large backlog of orders and a high volume of support inquiries, which regrettably resulted in delays both in shipping and responding to customers. This is not our standard practice, as we normally handle thousands of orders every month with a 99% success rate.

We apologize for the frustration this has caused and want to assure you that we’ve finally been able to clear the backlog and have responded to your inquiry via our customer support channel. Your order number 9054993 is a priority for us, and we are doing our utmost to ensure you receive it as soon as possible.

Thank you for your patience, and we hope to make this right and restore your confidence in our brand!

Kind regards,
Bread & Boxers

Resposta da Bread & Boxers

Atualizado em 8 de jan. de 2025

Hi Jelle,

After personally looking into your case and reviewing your communication with our customer service, I see that you placed your order on November 24. On December 18, we emailed you explaining that one of our warehouse machines had malfunctioned, causing delays and mishandling of some packages.

In that email, we wrote:

"To make this right, I’d like to offer both of the following:
A full resend of your order, which will be shipped out immediately at no additional cost to you.
A 100% refund on your order, as an apology for the inconvenience caused.

Please confirm if you would like us to proceed with this solution, or if there is anything else we can do to rectify this situation for you.
Once again, I am truly sorry for this experience and assure you that we are taking steps to ensure this does not happen again. We greatly value your trust and hope to have the chance to serve you better in the future."

Unfortunately, we never received a response from you regarding this message where you confirmed our solution as we asked. Instead, you have now shared a review stating that you received no replies from us—yet we did reach out on December 18

We have once again sent you an email confirming that a replacement package will be shipped, as you’ve now requested almost a month later, by leaving a review. Please let us know if there’s anything else you need. We truly apologize for any inconvenience caused and appreciate your patience and understanding.

Sincerely,
Team Bread & Boxers

Response 8/1 2025:
We have already explained the situation above. We were clear with our instructions in the email we sent you – see below:

"To make this right, I’d like to offer both of the following: A full resend of your order, which will be shipped out immediately at no additional cost to you. A 100% refund on your order, as an apology for the inconvenience caused.

Please confirm if you would like us to proceed with this solution, or if there is anything else we can do to rectify this situation for you."

We asked you to confirm—something you did not do.

I am also not lying to you in my response, as this is exactly how things transpired. Again, we ship thousands of packages every month and receive inquiries from numerous customers, and we respond to them all. I also apologize for the inconvenience that arose from the beginning with your order.

Furthermore, I do not understand why you continue asking us to send the package when, as we confirmed in an email to you yesterday, a new package is already being shipped to you from our warehouse. Naturally, the shipping company will contact you when it is out for delivery.
We have also done the 100% refund as we also intially promised when we contacted you 18/12 on our behalf - You will get a confirmation from PayPal regarding this within 1-2 buissnes days.

Thank you.

Resposta da Bread & Boxers

7 de jan. de 2025

Hej Lotta,

Vi beklagar verkligen att du har behövt vänta så länge på din beställning och inte fått den service du förväntar dig av oss. Under den senaste tiden har vi tyvärr haft en lång backlog i vår kundtjänst i kombination med ett högt ordertryck, samtidigt som vår speditör har haft störningar. Detta är givetvis ingen ursäkt för att du fått vänta, men en förklaring till att din order blivit försenad.

Vi förstår din besvikelse och ber så hemskt mycket om ursäkt. Den här typen av förseningar hör inte till vanligheterna hos oss, då vi skickar tusentals paket varje månad och strävar efter att ge våra kunder en så smidig upplevelse som möjligt.

Hoppas vi får möjlighet att bevisa vår vanliga standard för dig i framtiden!

Vänligen,
Team Bread & Boxers

Resposta da Bread & Boxers

21 de mai. de 2024

Hej Lukas

Tack för ditt omdöme!

Det låter inte alls bra att två par tappade färgen redan efter en tvätt. Detta är inget vi fått feedback på, på väldigt länge.
Det låter som att något blivit galet under produktion med just dessa par.

Du får jättegärna höra av dig till vår kundtjänst på support@breadandboxers.com med bild och ordernummer så löser vi två nya par till dig!

Vänligen,
Team Bread & Boxers