Is this the beginning of the end for Superbalist?

<p>I am very conscious about supporting home grown and local business when making a purchases and do so whenever I can. Superbalist being one of them. I've made several purchases and returns on their site but my recent experience has left me very disappointed. I bought a few items one of them being a pair of jeans and when I received the item I realised it was the incorrect size. I went back to my order to check if I had the order wrong but unfortunately they had shipped the incorrect size. In my first interaction with the customer service team over the phone not only was the consultant extremely unhelpful but did not even apologize for the mistake and said I would have to log everything online as if I was returning an item, which I think is a little arrogant especially when the mistake was not mine and the least she could have done was log the return for me on the phone. When I wrote to the client concierge they came back with the same response with a link to return the item saying the item was out of stock and that's why the wrong size had been shipped (?!?). Bearing in mind that, to begin with, Superbalist already have a very user unfriendly way in which the returns are set up and you have to print a series of forms to hand to the courier. First and foremost I can't understand why the courier when collecting the return cannot produce these forms and it is suddenly the clients responsibility to do so. What I also can't understand is that if an item is not in stock once the order is placed why they can't notify the customer before an incorrect item is shipped saving all parties a great deal of hassle!! To add to my frustrations their returns form online and on their app also does not work! Which means you're constantly trying to contact someone at their concierge so YOU can process a refund for an item you did not order in the first place and to be clear their concierge is not very helpful! You're also required to post a pic of the item (a function which does not work in their site and links you to their shop instead of your photos) before they validate your return just in case you're trying to fool them. It is clear that they have absolutely zero regard for their customers and are quite happy to pass the buck onto them even if it is not their mistake. Unfortunately I am traveling and will not be able to process the refund any time soon given it's virtually impossible to do on their poorly functioning site. Their Ts and Cs are also very wishy washy about the process and the days you have to claim a refund for an incorrect order - if they indeed process it. Ive had better experience ordering from online retailers overseas and sad to say I won't be back to Superbalist in a hurry.</p>