Horrendous Returns Experience
Purchased a $190 item which was unfortunately too small, and the return experience is far below what this price point should deliver.
The process is unnecessarily complicated. Instead of a simple return portal, it involves excessive back-and-forth, photographing the item, organising your own registered postage, and even being asked to have the delivery driver photograph the package. For a premium-priced product, this is not acceptable.
Before even being provided the return process, I was directed to re-try the item and watch a “readjustment” video, which did nothing to address sizing. Most boutiques at this level offer a straightforward return reason selection, not a drawn-out process that delays the outcome.
The entire experience feels rigid and overly suspicious of the customer. Due to the lack of a clear system, the item was returned to the sender address on the package. After providing tracking and explaining this, the only response received was: “this says Mermaid Waters, not Nerang.” No assistance, no solution.
At this price point, customers expect a seamless, professional experience from purchase through to returns. This is nowhere near the standard.
The product aside, the overall experience significantly lets the business down. Until systems and communication improve, I would not purchase again. At this stage, it is more efficient to forfeit any exchange or refund than continue engaging with the process!