Please improve your systems or exit this industry!

I ordered a coat from zando, of which I returned owing to the size not being correct, I then placed another order on advise by a friend who worked in a similar place that told me to rather return items and purchase again instead of doing an exchange as it will take longer ...which I truly believe apon seeing all the reviews of Zandos terrible exchange service... But I didn't escape bad service regardless, as my order arrived after 5 days ( despite delivery time scheduled within 3-5 days, despite repeated phone calls MOST unanswered and emails of which was only rep**** to LONG after I sent them and of which did not even correlate or make sense.. Follow up emails and sms's were not sent. Furthermore when I eventually got though to someone to query my problem, in addition I wanted to know if they will send a notification on the day my coat will be delivered as well as the time, BEFORE the time obviously I asked her, to which she rep**** yes, I've only ever received a notification AFTER my coat has been delivered (both times), this was extremely problematic as I leave for work in the mornings and would have had no one to collect on my behalf had they not come just before I left, I couldn't even make arrangements for someone else to collect on my behalf as I couldn't specify a time or even a day to them as they had not sent me a notification prior to the actual delivery date (i.e delivery day and time) . Going back to my second ordered coat, it came with no belt and then after two attempts of trying to get through, a women answered, who did not know the meaning of " sound customer service" and who was completely ***********! I truly believe she cut me off on purpose when I asked to speak to her superior, she did not listen to my complaint or try to understand it, she simply wanted to give her version of the story, as if I'm unaccustomed to online shopping ... (which I do regularly ). Moreover she hang up the call (probably will claim that the call disconnected, but there's nothing wrong with my lines and I could hear her clearly and others in the background.. I listened to all her *******! And she did not phone me back which is procedure for all other call centre online shopping platforms I've used if there is a "connection problem ". When speaking she asked if I wanted my item returned, just deflecting all my complaints and I said yes out of frustration, but again she didn't follow procedure to which I realised later and tried calling back, but obviously couldn't get through (which I see by the almost ALL NEGATIVE reviews is the norm with Zando), the procedure of asking the client how they would like their money refunded like they give the two options online, Like via credit card (which I made the payment on) or on store credit, they didn't enquire about it and simply put it on store credit, I had my boyfriend phone them who actually paid with his card as the card's details was not on my account, he eventually got through (as I truly believe they either refuse to answer someone's call if they are able to see whose calling), because the phone rings and then its like someone picks up and just clicks the off button and honestly I even make international calls on our phone lines and never had a problem, so I highly doubt it's a "connection problem", but if so a call-back should be made!

I would like to keep the coat I ordered and waited so long for, but they didn't send belt with it, I don't know who made the error, the Company itself or the Zando, but its like I can't complain to either, because Zando does not stay on the call long enough to assist me with the company's details or take down my complaints to relay it to them. I just want the belt, yet according to my boyfriend I must go through the entire return and ordering process again (given the issue with exchange process a mentioned above, although there seems to be issue with all the processes)...not to mention the long wait! (I don't know whether it will be within the delivery time it states 3-5 working days or over as it was now) and if I will receive a prompt notification thereof (meaning BEFORE actual delivery, not AFTER).

Online shopping is supposed to be for convenience yet Zando just adds more complications, which gives online shopping a bad name.

I'm sorry but this is the worst and most unprofessional platform I've ever used.