Shockingly poor service from such a huge company

I purchased a girl kiddies winter gown from Spree and upon inspection i noticed that there was a huge amount of flaws on this garment which led me to believe that spree does not inspect their garments before dispatching them.

I have been back and forth with Kelly from customer services since the 1st of November 2017 and it literally takes a whole day to get a response.

I have stated all the flaws on the garment which was that the stitching on the belt was loose, the shoulders were two completely different sizes, the bow on the cap was not even stitched properly and the ears was loose.

I explained that i would like to exchange the garment for the exact same style as my daughter loves the gown or should they be out of stock if the consultant could put me in contact with someone that could possibly offer me a discount.

A week ago i was told that the buyer will be in contact with me however to date nothing has been resolved.

I work for an Online Store and I pride myself on excellent customer service by going the extra mile every time. I would never treat my customer as just a number.

See conversation below: Hello Tarren, We'd love to hear what you think of our customer service. Please take a moment to answer two simple questions by clicking the link below [and please select the following name in question 1 : Kelly ] Rate us here! Here's a reminder of what your ticket was about: Kelly (Spree) Nov 10, 15:49 SAST Dear Tarren,

Thank you for your email.

We sincerely apologize for the delay and terrible experience you've had with us.

Please be advised that this matter has been escalated to our buying team. However, cannot guarantee that stock will be replenished as this sleep wear was part of our winter range, and we have since moved to our summer range.

Once again, please accept our apologies for the inconvenience caused.

I hope this email suits you well.

Kind Regards, Kelly

Tarren Poole Nov 9, 07:51 SAST Hi Kelly This email does not suit me well. How can you possibly offer me that ugly “boys” gown if I ordered a girls gown???????? I would appreciate it if you can please pass my query/complaint onto your superior to assist me with my request. You and I have been back and forth for more than a week now and nothing has been resolved. Their urgent response would be appreciated. Kind Regards Attachment(s) RSImage.png

Kelly (Spree) Nov 8, 17:09 SAST Good day Tarren,

Thank you for your email.

Please be advised that I have done a search on our site with the details I have:

https://www.spree.co.za/search?cat=1293&q=gown

However, once your return has been quality checked at our warehouse, we'll load a store credit to that value to your Spree profile and you'll then be able to place the order of your choice.

I hope this email suits you well.

Kind Regards, Kelly

Tarren Poole Nov 8, 07:46 SAST Hi Kelly It does not have to be pink……. Is there any other gowns that you could offer or alternatively a discount that you could offer then I could take the garment to a tailor and have it fixed? Regards Attachment(s) RSImage.png

Kelly (Spree) Nov 7, 15:26 SAST Good day Tarren,

Thank you for your email.

Please be advised that regrettably we do not have anymore pink gowns in our Kids category.

I hope this email suits you well.

Kind Regards, Kelly

Tarren Poole Nov 6, 16:12 SAST Hi Kelly An alternate gown perhaps? Regards Attachment(s) RSImage.png

Kelly (Spree) Nov 6, 16:03 SAST Good day Tarren,

Thank you for your email.

Please be advised that we no longer have any stock availability for this item. Kindly advise as to how you would like to proceed?

Kind Regards, Kelly

Tarren Poole Nov 6, 15:51 SAST Hi Kelly Kindly be advised that I do not want to return the gown UNLESS I can get a replacement in the same style….. Please advise if this is possible…… Your urgent response would be appreciated. Regards Attachment(s) RSImage.png

Kelly (Spree) Nov 6, 15:40 SAST Good day Tarren,

Thank you for your email.

Please be advised that I have logged a return for the Printed Gown Mid Pink in order for this matter to be investigated at our warehouse. Kindly note that our courier will be in contact prior to collection to arrange a suitable time.

Once again, we sincerely apologize for the inconvenience caused by this.

I hope this email suits you well.

Kind Regards, Kelly

Tarren Poole Nov 6, 10:43 SAST Good Day Kindly be advised that to date I have still not received any response with regards to the below mail. Please advise urgently……. Kind Regards From: Tarren Poole ********** Sent: 03 November 2017 11:45 To: 'Spree Support' Subject: RE: [Request received] Complaint - order # ********** 51. Importance: High Good Day Kelly I can guarantee that the package was not damaged in transit as it was all intact when I received it. What I can tell you is that it is definitely a manufacturing fault as I have measured the garment and I can see many inconsistencies. How does one really receive so may flaws on one garment…… I’m appalled by the lack of quality control. Please see pics below: Uneven sleeves Broken Ears & hole in belt Uneven Shoulders Kindly get back to me with a course of action urgently. Regards From: Spree Support ********** Sent: 01 November 2017 09:28 To: Tarren Poole Subject: [Request received] Complaint - order # ********** 51. Attachment(s) image001.png image002.png image003.png image004.png image005.png image006.png image007.png RSImage.png

Tarren Poole Nov 6, 08:43 SAST Good Day Kelly I can guarantee that the package was not damaged in transit as it was all intact when I received it. What I can tell you is that it is definitely a manufacturing fault as I have measured the garment and I can see many inconsistencies. How does one really receive so may flaws on one garment…… I’m appalled by the lack of quality control. Please see pics below: Uneven sleeves Broken Ears & hole in belt Uneven Shoulders Kindly get back to me with a course of action urgently. Regards Attachment(s) image001.png image002.png image003.png image004.png image005.png image006.png RSImage.png

Tarren Poole Nov 3, 11:45 SAST Good Day Kelly I can guarantee that the package was not damaged in transit as it was all intact when I received it. What I can tell you is that it is definitely a manufacturing fault as I have measured the garment and I can see many inconsistencies. How does one really receive so may flaws on one garment…… I’m appalled by the lack of quality control. Please see pics below: Uneven sleeves Broken Ears & hole in belt Uneven Shoulders Kindly get back to me with a course of action urgently. Regards Attachment(s) image001.png image002.png image003.png image004.png image005.png image006.png RSImage.png

Kelly (Spree) Nov 2, 11:59 SAST Dear Tarren,

Thank you for bringing the below to our attention.

Our apologies that this Spree experience has not been up to the standard which we pride ourselves on.

Kindly send through photographs of the damaged item, as well as the packaging, in order for us to investigate the incident.

We look forward to receiving your feedback, in order to assist you promptly.

Kind Regards, Kelly

Tarren Poole Nov 1, 09:28 SAST Good Day Refer to order (https://click.pstmrk.it/2s/www.spree.co.za%2Faccount%2Forders%2F ********** 51/e4mMxA/jJke/owQwV2FHGw) # ********** 51. I bought a gown as per attached order no. Upon inspection of the garment I saw that some of the seams are loose, the shoulder width on either side is not the same and the bow on the hood of the gown is not sewn properly. I am very disappointed in the quality of this garment as I have always bought good quality garments from your establishment. For the amount of money I paid for this gown I would have expected good quality. I have tried to check on your site if I can purchase a replacement as my daughter really loves this gown but I cannot find a gown anywhere on your website. Kindly advise what the way forward would be…….. Your urgent response would be greatly appreciated. Kind Regards This email and its contents are subject to an email legal notice that can be viewed at: http://www.naspers.com/disclaimer Should you be unable to access the link provided, please email us for a copy at ********** Hierdie e-pos en sy inhoud is onderhewig aan 'n regskennisgewing oor elektroniese pos wat gelees kan word by http://www.naspers.com/disclaimer 'n Afskrif kan aangevra word by ********** Attachment(s) image001.png RSImage.png

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