Vans Online SA

While the quality of the products are superb the customer service of the online store is **********. I had a large order which was extremely costly. My wife wanted a hoodie but was unsure of the size, when the order arrived she fitted the hoodie but opted for a different size as it was slightly too small. This is where the problems began.

We took the item to the Vans store however they sent us home saying they could not help with online order returns. After sifting through the FAQs on the site they described the process where a return form must be filled out which by the way the button for this form was not operational. I sent an email querying the hoodie exchange to which I got a reply two days later explaining the same as the FAQs, I then tried again and the button to get the form now worked, happy now we can swop for a bigger size.

The courier service to collect the hoodie for exchange just pitched up 2 days later whilst no one was home (no communication as to when they would collect), sparing the frustration we finally got it onboard to send back to Vans.

I was then contacted 2-3 days later stating that the hoodie can not be exchanged as it smelled of deodorant. Its now been almost 2 weeks and the hoodie is still not exchanged for a bigger size because my wife tried it on whilst wearing deodorant and the original ordered hoodie is still not back for whatever reason.

If you buy from Vans online DO NOT order the incorrect size and if you are not sure of the size DO NOT try it on as they will not exchange it.

Rather pathetic communication, standards and values.