Extremely Disappointing Online Shopping and Returns Experience

I am writing to express my disappointment with the handling of an online order in which I received an item in the wrong size, despite the correct size having been ordered.

Upon noticing the error, I immediately contacted Forever New via *** to report the issue. While I appreciate that a response was received the following day, I was asked to provide screenshots of the item and billing slip before any action could be taken. Given that I was at work and did not have the item readily available, this introduced an unnecessary delay for an error that was not of my making.

What was even more frustrating was being informed that no exchange process could begin until the requested screenshots had been submitted, resulting in further delays. Once I provided all the requested information, I expected the process of sending the correct size to commence. Instead, I was advised that Forever New first needed to receive the incorrectly supp**** item before arranging a replacement.

I questioned why the collection of the incorrect item and dispatch of the correct item could not occur in parallel, particularly as the error originated on the retailer's side. Unfortunately, no practical solution was offered.

Attempting to expedite the matter myself, I returned the item to the nearest store, believing this would facilitate a quicker exchange. To my surprise, I was then informed that the order would instead be cancelled and a refund processed. This was never the outcome I requested. I simply wanted the item I had originally ordered, in the correct size.

At this point, the entire process had become unnecessarily cumbersome, time-consuming, and exhausting. What should have been a straightforward exchange for a retailer error turned into multiple email exchanges, delays, and ultimately a cancellation that failed to address my original request.

As a customer, I expected a smoother resolution process and a greater willingness to remedy a mistake that was entirely outside of my control. Instead, I was left feeling frustrated and inconvenienced at every step.

I hope Forever New reviews its online returns and exchange procedures, particularly in cases where customers receive incorrect items due to fulfilment errors. Customers should not have to navigate such a lengthy and burdensome process to correct a mistake they did not make.