The worst customer service i have experienced so far. At the end of January i ordered a pair of trainers for my boyfriends birthday, after 8 weeks these had developed rips in the seams, so clearly an issue with the product. I contacted Foot Asylum with pictures and they asked me to return the trainers to their address for inspection. I returned the trainers royal mail recorded delivery the following Monday. It had been over 2 weeks and I still hadn't heard anything so I contacted Foot Asylum, they asked me to provide the tracking number so they could locate the parcel. I provided the tracking number and they informed me that this was not a tracking number they would use. Confused, I explained that no this wasn't their tracking number, as I had been told to return the trainers using my own method of postage. They then replied to me telling me that there was nothing they could do as I had't used their returns form. Again confused, I emailed them saying i was never once advised to use their returns form and was told to use my own method of postage. I asked why I had been advised incorrectly, the reply was that i was well within my rights to use my own method of postage if i wanted to. I tried to explain again that I never wanted to pay £8 to use my own method of postage, if i had been told to use the returns label that i already had then i would! They then replied stating again that there was nothing they could do as i hadn't use their returns form.
I am absolutely disgusted with this, if i was informed correctly in the first place i wouldn't be in this position now. I can't believe the service I have received and will never be using foot asylum again. I believe they purposely didn't tell me to use their returns label so that they were not responsible should my parcel go missing. I have time and time again offered to send proof of postage so that they can see i sent it, however they are simply not interested as their returns label wasn't used. I now feel awful as my boyfriend has been left without a pair of £100 trainers, that were faulty in the first place and foot asylum have seen pictures of this, and I am unfortunately unable to replace his birthday present. Never received such awful customer service in my life.
FOOT ASYLUMS TERMS AND CONDITIONS:
When returning Products which you believe to be faulty, mis-described, damaged or unfit for purpose to the store, or upon receipt when posted back to us, the Products will be examined by Footasylum Ltd to determine any such fault. If the Product is found to be faulty, mis-described, damaged or unfit for purpose, we will refund you in full for the price of the Product, including any applicable delivery charges paid by you. We will also refund any reasonable costs you incur in returning the Products to us. However, please note that UK customers are requested to use the prepaid returns label on the reverse of the shipment notice when returning the Products in these circumstances. We recommend that you obtain proof of posting for any returns. Please note, if you return any product as faulty and on inspection we deem the item(s) not to be faulty, you may be charged for the postage costs for the item(s) to be returned to you at the same, the cost of the return to you will not exceed £3.95 unless you opt for an express delivery option.
Please note "UK customers are requested to use the prepaid returns label on the reverse of the shipment notice when returning the Products in these circumstances."
If this is the case the lady from customer service who i spoke to should have made me aware of this and told me the CORRECT way to send my return. However she advised me a way completely different from the terms and conditions.
10. Our Liability to You
If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our negligence, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it was an obvious consequence of our breach or if it was contemplated by you and us at the time we entered into the Contract. We only supply the Products for domestic and private use. You agree not to use the Product for any commercial, business or re-sale purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
PLEASE NOTE: "If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our negligence, but we are not responsible for any loss or damage that is not foreseeable."
FootAsylum DID fail to comply with their own terms and conditions as they NEVER told me to return the item using their returns label. Therefore surely they are responsible for the loss i have suffered? read more