Friday, 22 September 2017

Burton Menswear - A farcical organisation!

This just has to be written down in order to understand the frustrations as a customer I've been through trying to order a suit!
I needed a good suit/tux for a black tie event I'm attending on Saturday 23rd. So, me being a little last minute (I'll admit to this bit!) I ordered what I wanted on Sunday the 17th.

So I placed the order online at burton.co.uk at 18:19 and got email confirmation. I selected and PAID for next day delivery, which as it was a Sunday, it would be Tuesday 19th when it would arrive.
Tuesday 19th it arrived, I took it home and tried it, it was the wrong size. So next day I thought I'd go into the nearest Burton store to exchange it, hopefully getting it off the peg and swapped there and then.
Wednesday 20th went into local Burton store and looked for the outfit, of course they didn't have the right sizes in store. Assistant said that we can order online for next day, so she brought the suits up and found the right sizes, type and everything on her iPad. She then carried out the return/refund and went to pay for the new order. However, the card readers on the iPad were currently not working, so she couldn't simply refund me and then charge me again on my card. So she had to use a gift card, charge it with the refunded amount, get it authorised then pay for the new order via their online (staff) ordering process. This seemed to work (Only took 1hr in total!) and she was very apologetic that it was a hassle. I thought fine, it'll arrive tomorrow and all ok. I gave my email for the order confirmation.
In an hour I got an email through confirming my instore order and delivery to me (at work), for Thursday the 26th! (A week later) Again something has gone wrong.
I got straight on the phone (2pm 20/09) to their support, sat for 45 minutes waiting (long hold times) and spoke to somebody about the issue. They said yes they must have chosen the wrong delivery option, very sorry, and will need to cancel it, refund and I can then re-order it again myself.
However, it was a gift card, so they can't refund to me, they have to refund to another gift voucher, which I can then use. They were going to credit it with the full amount+next day delivery to be sure, and I would receive the gift voucher within 1hr. OK fine, so left it there and waited. And waited. And waited. Now admittedly I should have rang back after 1hr passed, several passed and still no voucher. OK I'll leave it until the morning.
Thursday 21st, still no gift voucher, so back on the phone (25 minute wait this time) and they said that gift vouchers take 12-24hrs to come through, couldn't have got it in the hour as last advisor said. However, they went and spoke to the right person who found the voucher request and said they would do it for me to come through. They said, definitely 1hr, if not ring back and be doubly sure! They were true to word this time, the voucher came through within 30 minutes. Great, I can now go on and order again!
So I order the items again online, choosing fastest next day, expedited delivery, product was down to low stock so was getting worried, but order went through. Order confirmation came through and confirmed delivery Friday 22nd. I get an order dispatch note late on 21st evening, all looks good and tracking data will appear tomorrow.
Friday 22nd I click the tracking link to Yodel, and it states "21/09/17 23:35 Your parcel is at our sort centre (Wednesbury)" as the last update. Hmm, I'd have expected it to be at local sorting office by now (Which as it happens is nearby where I work, so I know it's not a far delivery!)
I then go on e-chat with Yodel to get a more concise update. Here is the chat (After i've given security info, delivery address, etc):
YODEL: Thank you. I will just be a few moments looking into this for you.
ME: no problem. Thank you
YODEL: Looking at your tracking, this parcel is currently in the sort centre. At this point in the delivery process we are unable to confirm the delivery date. I would expect the tracking to update within the next 24-48 hours. If
there have been no further scans within this time, please come back to us and we can advise you further. You can also track your parcel at yodel.co.uk
ME: the parcel is due for delivery today so it can't update in 24-48hrs? This was a timed/paid for Friday delivery
YODEL: I'm sorry to say this parcel will not be delivered today. Its still in transit
Now it's not specifically Yodel's problem, although they have failed to deliver on their paid for service, but that's an issue between Burton and Yodel.
So again I ring Burton, again 30 minute waiting time and get through to Ricky Russell on Burton support who sounds like a trainee, as he has to put me on hold almost after every statement or question! He states that it's dispatched and according to the courier will arrive today. I explain the above chat and he says, ah, so unfortunately we can't do anything for 24-48hrs. Which is of course no use at all! So I then ask the order be cancelled as I'll go and get something myself from another shop that I can find (hopefully!), but this is problematic. The order has dispatched, so they can't cancel it now, I'd have to return it.
Finally we agreed that I would refuse delivery, when they got the delivery back they could then refund it. TO THE GIFT CARD, so I then stated that I never bought a gift card, this was their own do-ing but apparently they have to refund to the gift card. I then would need to contact and complain and get the gift card refunded to my bank account. How well this goes remains to be seen, but for now I'm down the money spent to Burton, plus I'm now going to have to go and buy it again myself.

All in all this has been a terrible experience with Burton, online and in-store, and unfortunately means I'll never be using them online or store again after this farce of an order.
I'd like to know if anyone has had other experiences, I will of course me adding my review to as many online review portals as I can to express my displeasure.

Oh and to top it all off, I had a rant on twitter @'ing Burton, whose twitter account replied to me later on saying to DM them should I wish them to look in further, only to find that they have not followed me, therefore I cannot DM them!

UPDATE 25/09:
I've had an email from "Arcadia group customer service" who own Burton, and they advised:
Dear Customer,

Regarding your recent online order.

Thank you for shopping with us.

Unfortunately, Yodel have advised there has been a slight delay with your parcel 
and you may not receive it in the timescale requested however, we will aim to 
deliver your parcel as soon as possible.

As your order will not be received on the requested date, if you have paid for 
delivery this will be refunded and credited to your original method of payment 
and will take up to 5 working days, dependent on your bank processing times.

If you do not receive this refund within the timeframe advised please contact 
your bank for further assistance.

Unfortunately, we are unable to make any amendments to the delays above.

Please accept my apologies for any inconvenience this may cause.

Should you have any further concerns, please do not hesitate to contact me by 
replying to this email address.

Kind regards,

Lauren
Arcadia Group Customer Care
Which isn't a great way of explaining how they've messed up with this. I've replied back to continue and push them to cancel and get the money returned to me.

UPDATE 02/10:
I've had an email from Arcadia customer service again advising:
I would firstly like to thank you for your patience in awaiting our reply.

I am sorry to hear that you have not yet received your refund on your recent order.

After looking into this further, I can see that this has now been received by
our warehouse team and I have therefore processed the refund today.

An amount of £85.00 has been refunded to both the Gift Card and the Paypal
account on the order. With £63.20 to the Gift Card ending ***8330 and the
further £21.80 to the Paypal account. Please be advised these funds can take up
to 5 working days to show in your account. If you are unable to locate the funds
in your Paypal account, please contact them directly.

If you no longer have your Gift Card, please reply to my email and I would be
happy to arrange a replacement.

I hope that this now resolves your query and I apologise again for the delay.

I reply the next day to this confirming that it was their gift card and that I wish the full refund in cash to my account/paypal as that was my original purchase method. That reply was sent by me on 03/10.
No reply as of 06/10 so I send a reply for an update.
No reply as of 12/10 so I send another reply (I've now removed the # reply number in the subject, knowing this will generate a new ticket in their system so another set of eyes then can take a look)
(I got an automated reply with a new reference number so will see what that reply shows)

Update:
17/10 - I got a reply from Arcadia Group Customer Service and it said:
Dear Mr/Mrs Andy

Your query is very important to us and we know you are waiting.

We are experiencing a high volume of contacts, however we are working to respond 
to your email as soon as we can.

Thank you for your patience.
Excellent, thank you! So more waiting.
18/10 - I then get anothe email from them:
Thank you for your email received 12 October 2017.

I am sorry to hear about the problem you are facing.

Having looked in to your matter further I can see that the funds from your 
Gift-Card have been moved to your PayPal account and the funds are of £69.15.

So can you wait up to 5 working days to allow the funds to go back in to your 
account but if you do not receive these funds with in this timeframe please 
contact your bank for further information.

I apologise for any inconvenience that we may have caused.

If there is anything further I can help with, please do not hesitate to contact 
me by replying to this email address.
OK, that looked hopefully, they've sent it back to my PayPal so wait 5 days to check and see what's going on.
On 23/10 I then get an email from Burton (Not Arcadia) which is just comical, so I'm pasting it here:
Dear Andy,

Good news! We’ve now dispatched your order. Your order number is: 351845086

*Delivery Type:* Standard Delivery
*Delivery Address: ***** (My address was here) *****
*Scheduled Shipping Date:* Tuesday 26 September 2017
Huh? The email date/time was 23/10/17 13:01 but the times and dates in the email were old. Was this their system trying to make everything right and sort my refund, or deliver, or something! I checked and nothing new got delivered!

By the 29/10 I still didn't see the refund in paypal and there was nothing pending according to Paypal so I again replied to Arcadia support saying that it still hasn't and to get back to me on what is going on, YET AGAIN!

29/10 3:11pm - I get a phonecall from Arcadia support, not long after my email reply (Quite good actually) who then explained that they CANNOT refund using the PayPal system due to the way the system works (probably as it's not the original order) and that they can refund to my Burton giftcard and that had taken place and to use that card. I again explained that I did not HAVE this card and that it was useless, they'd failed their part of the deal so I wanted my bank crediting with this. He said he'd have to go away and speak to a manager as he didn't understand why the system wasn't letting him do this.

29/10 3:14pm - Another phonecall, from the same guy who again stated they cannot refund to PayPal as the money wasn't from there it was from a giftcard and that they couldn't refund it, so at that point I said you have to return my money as at the moment I'd class this as fraudulently taking my money, he said that I'd need to speak to his manager. After a few minutes I spoke to his manager who'd already reviewed my account and stated he can put me through to accounts who will refund me manually to a VISA card of my choice. RESULT! He transferred me and they did exactly that.
Whilst they were taking my card details I heard the recognisable beep of a streamline credit-card terminal beeping as he put the digits in, etc, so this makes me think they don't often do this! After processing I even heard the printer fire up and print out what I remember (long time ago since I did this!) as the REFUND process. Sure enough within a couple of days the order was refunded straight to my VISA bank account. Yay!


Just a quick reminder:
My event was on 23/09
My order was placed online on 17/09
My final refund was 29/10

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