********* service

********* and Appaling service !!! I need to voice my extreme displeasure (disgust actually) with Superbalist. The order of events is as follows: 1. I ordered an item of clothing (a blouse), took delivery, then realised the size was wrong. 2. I immediately logged a return and reboxed and sealed the item, which was subsequently collected. 3. Superbalist advised me that no refund would be possible and alleged that I had soiled the item with makeup (incidentally I wear no makeup due to working from home!). 4. I mailed them requesting video evidence of the box being opened and inspected at their warehouse, to verify that the item was indeed still sealed and not soiled at their warehouse while handling. No substantive reply was given, except that the Returns Policy leaves them with discretion to accept the return or refund my money. I’m sorry, but they have absolute discretion? This offers absolutely no protection to consumers. Is that even legal? How do I know that their custody chain was sound, and that their people don’t open the boxes prior to arrival at the warehouse? How do I know that the warehouse conditions are clean, and damage didn’t happen there? No evidence. So in theory, Superbalist could damage the item themselves, and then deny a customer a refund…..just saying. Superbalist then returned the item to me and upon opening and inspecting the item very closely, the alleged makeup ‘damage’ was confined to the inside stitching by the V of the neck. How is that even possible? I must be an expert to only dirty THAT quite hidden part of the item….surely there would have been traces of makeup on the inside of the collar….logic defied! But wait, it gets worse. Further inspection of the returned item revealed a pen mark that was most definitely not there previously – this was new and not mentioned at all, at any time, by Superbalist. So basically I must just accept their decision not to refund, without a shred of objective, factual evidence that it was indeed me who ‘soiled’ the item, or to disprove that it happened on their side (despite my request). It gets worse….I also ordered earrings, and upon arrival discovered they were damaged. Don’t they check when sending from the warehouse? Based on experience I’m quietly waiting to be told that it was me, again, who damaged it. As a frequent buyer from Superbalist (well, not anymore, EVER, after this experience) I would expect better customer service. Surely as a retailer they want repeat business, as opposed to a once-off sale, but this doesn’t seem to register with them. From now on, when I take delivery of any online order (NOT Superbalist, obviously, because I’m done with them for good) I will adopt the practice of taking a video of the box being opened and the item being inspected. At least then I will have the relevant evidence to back up any claim, and the retailer will not be able to simply hide behind their T&Cs.