How to Lose Credibility and Alienate Customers

I submit to you the Superbalist Returns Policy pertaining to incorrect products shipped, as it appears on their website (of which I have a dated screen shot): "If we accidentally deliver the wrong product to you or if the product is not as described on the Website (or if it is missing any accessories), please notify us and we will collect the product from you at no charge. Once we have inspected the product and validated your return, we will, at your choice, deliver the correct product to you as soon as possible (if the correct product is available); or credit your account with the purchase price of the product within 8 days of the return (or refund you if that is your preference)."

Now please take the time to read about my recent experience with the Superbalist Client Concierge, and decide for yourself whether they can be trusted to deliver on their commitment.

I ordered two Dorina (brand) Lana (product name) bralettes (type of garment) in Medium (size selected on the product's web pages), and matching Dorina (brand) Lana (product name) 3-piece pack (quantity sold as unit) briefs (type of garment) in Large (size selected on the product's web page).

The model's bust measures 86cm and she wears a Small. This matches the info in the size chart for "S" = Bust 83-87cm. According to the size chart provided for the bralettes, my bust measurement fell right in the middle of the range indicated for "M" = Bust 91-96cm. As the size drop-down to choose from, only indicated the option "S", "M" and "L" (and still do), I selected "M" for both bralettes. I took screen shots of every step of the process.

I received two Dorina bralettes in SMALL - UK 10 and matching 3-piece pack briefs in Large - UK 14.

There is an option to select exchange, or refund, with the following disclaimer: "You may only exchange an item for a different size. Please select refund if you would like to return the item." I proceeded to log an exchange request, since two out of three products ordered I were the INCORRECT SIZE. I selected the reason from the drop-down menu as "Incorrect item shipped" and added an optional message "I ordered a Medium and was sent a Small", with a photo attached of the bralettes together, with the clothing tags and fabric labels showing "S" for small, UK 10 - for both these items. It clearly displayed the Dorina Brand Logo, as well as the size label "S", UK 10. I took screen shots of every step of the process.

Superbalist refused the exchange request and actually gave the following reason in writing: "Our Operations team have confirmed your request to log a exchange order for items: Lana bralette - Ivory Lana bralette - Pink.

We have investigated your request and we have come to the conclusion, the item has a "S" on its label which does not indicate the size but rather the brand. As you have opted for a exchange order, we will not be able to grant you the request, as you will receive the exact same "S" branding on another item therefore a refund was chosen in this regard."

I responded with the following question: "Can you tell me what the L means on the label and the garments of the matching bottoms of the same brand, that came in the same order?", accompanied by a photo of the Dorina Lana 3-piece pack briefs and all its clothing tags, which clearly displayed the Dorina Brand Logo, as well as the size label "L", UK 14.

Superbalist then looked into it, and discovered that they had incorrectly barcoded both these items (bralettes). They informed me that they were suspending the product until they have corrected this, and told me that I would have to place another order for the items once they make it available again on the website. The two bralettes were collected the same day - Tuesday 6 March 2018.

By Thursday 15 March 2018, I have had no further correspondence regarding the collected items, did not know whether they had inspected them or whether the "obligatory refund" had been approved. I asked what I could expect in terms of a refund and wanted them to confirm whether the barcoding issue had been resolved, since the product was available online (with exactly the same info as before), and I did not want to place another order, just to go through the same chaotic process again.

They responded by saying they did not have my banking details in order to process a refund.

By Friday 16 March 2018 I responded and asked them to please process the refund to my Superbalist wallet (my entire order history over the past two years reflect this refund option, without exception), and to provide an answer for my question regarding their barcoding issue, since my question was ignored in its entirety.

They simply ignored my request for a wallet refund and info regarding the barcode issue (again) and reminded me that they had requested my banking details.

I sent another e-mail confirming my request for a wallet refund, and confirmation regarding the barcode issue, since by this time I did not feel comfortable to place another order for the same items (and their returns policy prohibits the return of the matching underwear bottoms).

They responded with: "I can confirm both the items you have returned are back in stock and I am sure that we have sorted out the bar-coding error. I have also Informed our Finance team of the refund method that you would like to change, they have confirmed that we cannot make any changes to the refund method at this stage as the process is complete."

To which I responded with: "You are right - I cannot change the refund method, as NOWHERE DID I SELECT ONE. I have checked our correspondence carefully, and at no time was I asked which type of refund I would prefer."

I was then told that they were following this up with their Finance team and would get back to me.

By Tuesday 20 March I had not had any feedback, and asked for an update via e-mail.

This was their response: "Please note that I have escalated this to my Management team and Operations team in order to reach a satisfactory outcome, however, we cannot avoid following our procedures and systems in place.

Unfortunately as it stands the refund method selected is manual EFT, therefore the only way we will be able to process a refund is if you forward your banking details."

Does this course of action correspond with the wording in their returns policy? That was a rhetorical question…

Last, but not least, I include an excerpt from the Consumer Protection Act, under Consumer Right no. 7 - Right to Fair, Just and Reasonable Terms and Conditions: "Suppliers are not permitted to require consumers to waive any rights, assume any obligations, waive any liability of the suppliers on terms that are unfair, unreasonable or unjust."

I would recommend that you fami****ise yourself with the consumer protection act, and carefully consider whether or not to enter into any purchase agreements with this company.