Disgusting customer service
I am leaving a review for this company because of the absolutely disgusting way they have treated a long term loyalty customer. A
Loyalty customer means you receive 25% off when you purchase sets as well as advanced noticed to sales.
I initially wrote to them because I was unhappy with the wear of a very expensive linen sheet, that was admittedly a couple of years old, but due to the fact of how expensive their linen is, I felt I really should get more longevity. I emailed and sent photos, after not hearing back for a number of weeks, I followed up and was told they couldnt find the photos and could I send them again…which is did.
After still not hearing back and following up AGAIN, I eventually received a email back which said that as the sheet was out of their 365 warranty period they could not offer me another, but as a gesture of goodwill, they would offer me a 40% off a future order. They did not specify that it had to be a sheet only that would receive a discount. NOTE the email said future order!
I attempted to use the voucher, I even have a screenshot of it in my basket, but then they cancelled it!! After many emails back and forth,
and the agent even becoming confused with what she was offering, I kept emailing and asked that this be escalated to the owner of the company Lauren Roe. I then received a very rude and brusque email from Office manager Andrew, rescinding the 40% on a future order, even though the original agent offered this, and it would only be on a single sheet!!!
In summary, I repeatedly asked for the owner of the company Lauren Roe to make contact to resolve the issue of her staff’s mistakes, but she has not. Emails continue to be ignored. Don’t bother wasting your money on what is clearly an inferior product, a good quality linen should last many years AND where the customer service is just abominable and downright rude.